LumberLiquidators Complaint - Terriable customer service

Review by warpedwood on 2011-04-25
TOANO, VIRGINIA -- My first remark may sound odd considering my title review.. Terrible customer service. The Manager and the Asst. Manager at the Palm Desert store went out off their way too give great service when I purchased material for a couple jobs. The problem came from the corporate office when a called the and explained the problem I was having with the floors. There is considerable gaping on both floors, ad I made sure that these floors were installed perfectly with the capping on the sides as per their instructions. I have installed hundreds of floors before and have not run in too this problem before. On the second floor I not only had gaping but also splitting planks on about 8 or so different boards. I contacted LLI'S corporate customer service and was informed how too handle this problem, Send pictures and we will see what can be done. On the job with the splitting they sent out an inspector, ( or that is what they called him) he gave a report that made no sense and LLI sent out a generic cover letter explaining their warranty coverage or lack of. I called Customers service again and spoke with a person who did not want too hear the facts she just wanted me out of her hair. I said the gaping is probable do to the fact that we live in a desert and we reach extream conditions, which means this floor should not be sold here if it can not stand up too the heat. I explained that 95% of the floors look great but 8 or so boards were bad. Her response was that they don't come out of the box that way so they must have been installed wrong. I took this with a grain of salt and went too my LLI store a open a brand new box of the same flooring and the boards were splitting right out of the box. now what
Company Response on 04/29/2011:
LL Response:

This is unfortunate and problem we could have handled better if this is how your initial contact with our office was handled. A few boards can be replaced and this is not a uncommon fix for small areas of concern. Use of a humidifier in dryer climates is suggested as detailed in the warranty / installation instructions.

Call us back with your name and escalate the call to a supervisor so we can research this properly and help you. All calls into CC are recorded and we can coach team members if they're giving anything less than complimentary service. We want your feedback, but prefer a forum where we can help you without causing further delay. Thanks again.
Comments:1 Replies - Latest reply on 2011-04-26
Posted by Alain on 2011-04-26:
Compare to http://www.my3cents.com/showReview.cgi?ID=98383
very similar.

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