GREEN BAY, WISCONSIN -- My wife and I went to Lumber Liquidators in GB Wis. to buy bamboo flooring. We did some research - it was going into our bedroom. We liked the looks of it, great price, so we took the chance. The salesman helped us with the dimensions and quantity to the plank. Yes, when we finished we had exactly one plank leftover. The stranded click went in ok, a few boards had unusual markings but used those for cut ups and closet areas.
They say easy installation with the click lock, but I highly recommend hiring a professional. We did. We acclimated the planks 2 weeks as recommended. Overall this is a stunningly beautiful floor. I guess time will tell how it holds up. One little problem we noticed is that the floor makes a cracking sound, hopefully will settle out..
PORTLAND, OREGON -- I bought $11,000 for the hardwood floor. Two years after the finish started coming off. I called Lumber Liquidators because it was under warranty. They send out someone who did a moisture test. The moisture test came back within range however they said that because of the moisture content going up and down my home is the reason the floor is feeling **. It is now three years later and more and more of the finish is peeling off causing splinters and catching on my socks and they refuse to warranty it.
CORPUS CHRISTI, TEXAS -- This review is regarding LL's warranty and specifically about a product they sell (Virgina Mills Handscraped Matterhorn Birch hardwood #10003480). Our customer purchased this flooring and when we attempted to install we found approx 20 - 30 % of the flooring unfit for installation due to variations in the widths of the flooring. We found some boxes had no variations while others had lots of this problem. This causes "gaps" to occur in the flooring whenever a board is installed that is not the same width as the others. The problem is compounded with every row of flooring installed.
The homeowner hired an independent inspector to inspect the flooring after Lumber Liquidators refused to look at the flooring on site. LL took one box of the flooring and said there were no defects. Since not all the boxes contained defects this is not acceptable. The independent inspector found variations in widths just as we did. He determined the problem to be a milling problem, just as we did. This is a manufacturing problem and NOT an installation problem.
Here is the real problem though. Lumber Liquidators' warranty states the installer is responsible for any defects in the flooring once it is installed. OK, this is fine but after they were advised of this problem they said they would not inspect any of the product on site. They said an independent inspector's report was not acceptable and that it has to be from the National Hardwood Flooring Association inspector for them to accept it. There are no inspectors near our area and would cost too much to pay to have one sent here. They make no guarantees they will do anything even if the NHFH inspector comes.
They will NOT inspect flooring that is not installed either. SO if the floor is installed it is the installer's fault for any defects and if the flooring is not installed they will not inspect it or do anything about it. They say it is the installer's responsibility to take out defective boards and to not install them. 20 - 30% of the product unusable??? They will not reimburse for any of the defective product. We installed a few of the boxes and we found this out when we tried to get them to inspect it because they wouldn't unless it was installed. They refused, saying "you installed it so we are not responsible". Even though over 90% of the product was NOT installed.
Their warranty basically puts them in the position of no responsibility for anything. Also beware that after you have had the product for 60 days their warranty is null and void. The warranty is NO warranty and they wash their hands after 60 days.
I'm a remodeling contractor in Northfield, VT. My customer's house was flooded out by Tropical Storm Irene on August 28, 2011. When all the interior repair work was nearing the point to install hardwood flooring, my customer ordered 3/4" maple flooring from Lumber Liquidators in Williston, VT. Their man came out to the job-site in Moretown, VT. And measured the area that was to receive the flooring. When other structural issues were discovered with the house we had to delay the flooring delivery.
L.L. kept pressuring us to take delivery even after we explained our situation. So we took delivery but told them we would not be installing the flooring for a few weeks. They said that would not be a problem. When we did install the flooring we discovered that L.L. had over calculated the amount of flooring by 273 s.f. We had thirteen full boxes of flooring left over. When we called to return the overage, they told us they would charge a 20% restocking fee because it was beyond 30 days from delivery.
They knew our situation, over ordered the flooring, and then made extra money by charging a restocking fee on their mistake. They took advantage of a victim of Tropical Storm Irene who has enough stress trying to sort through all the issues that come with a natural disaster such as this. Only after demanding some fairness did they drop the restocking fee to 10%. Still trying to squeeze every dime they could from my customer. The whole process took weeks to settle. Several times they said they would look into the matter and call back. They never do. We always had to call them to find out what they decided to do to resolve the problem.
We had to truck the over-ordered flooring 45 miles to return it. It certainly was not the best milled flooring I've installed and I've installed tens of thousands of feet of wood flooring but I can deal with that. The service at Lumber Liquidators after the sale was absolutely terrible at best.
LL Response to early pick up and a restocking fee:
The stores make every attempt to deliver product purchased to make room for incoming trucks with other customer orders and stock orders to meet customer needs and future sales for in stock items. If the store failed to waive the restock fee it was a judgment call and one I would say was the wrong call for this type of scenario. Please contact Customer Care at 800-366-4204 right away and we'll make this right. Not sure what you purchased (odd lot or some other lower grade) but if there was a concern with the milling the invoice, warranty, and installation instructs provide direction on what to do so we can address any product issues. We regret this happened and sell to thousands of very satisfied customers each day. Given the number of sales and repeat customers, most experiences are not at all like yours and we apologize for the less than perfect experience. We're more than willing to make this right with your help. If needed, ask for the Director of Customer Care referencing this message. Thank you for informing us about this concern. We will add this to the stores report card and company executives will know this occurred as we monitor store decisions and activity to improve the customer experience.
ST PETERSBURG, FLORIDA -- We are looking for new floors for our home and have shopped a variety of flooring stores. We should have researched Lumber Liquidators more prior to spending an hour driving to their store. If we did we would not have wasted our time. We did shop their website and found several floors that we liked the looks of and were reported to be in stock. Upon arrival we waited about 30 minutes to speak with a sales person who turned out to be the manager. As we waited we overheard the manager inform the only other customer in the store that the other sales person was out with a family health issue which made the wait and the staffing level understandable.
As we waited, we looked for the flooring that we were interested in and were unable to find it. Once the sales person was able to help us, we asked about the flooring we were looking for and she seemed to be shocked that it was still on the website as it has been out of stock for a long time and no longer available. In fact 2 of the 3 bamboo floors from their website we were interested in were no longer produced and the floors that we were directed to were about 30% higher. The 3rd bamboo floor was available but was priced higher than their website.
We then proceeded to look at engineered hardwood floors and could not find the variety and finish of floors that we had shopped on their website. While we did not have printouts from the website I was able to browse their site on my phone. When I showed the manager the issue she apologized but seemed to get very defensive and her level of service noticeably changed. Another customer walked into the store and she began helping him fairly quickly as he was there to pick up an order. She quickly got him out of the store and to the loading dock leaving us alone in the store. We waited about 15 minutes for her return as we wanted to ask a few more questions but she never returned.
We will not be returning to Lumber Liquidators either. In our experience they have some great looking samples but their service is lacking and it has the appearance that they promote lower prices and nonexistent products on their website to draw you into the store in the hopes that you will not notice or they will be able to up sell you to different product.
URBANDALE, IOWA -- Just ask them a few simple business practice questions before putting any signature or down payment toward a purchase with this company. Ask to see their return policy in full. Ask what are the advantages of going with your recommended installers and write them down for later reference. And the #1 question Ask what if this product gets installed and I am not 100% satisfied? That is the big one and if you do not ask you will soon find out, without having to spend over $5000, you are on your own. Just read the other reviews, they all sound the same.
After throwing even more $100's at this dissatisfaction and countless weekend and evening hours my advice would be just go to your local Home Improvement Store, get a better price, get the same product, get the same group of local installers, and grab a hold of that 110% money back guarantee for peace of mind. This common business “rule of thumb” practice that exists in today's business world does not exist anywhere, that I could find, in this company's business model. From the local store level (**) all the way to the top corporate customer care (**) lack integrity and need to be reminded, because of the customer ”THEY” exist.
PETALUMA, CALIFORNIA -- I am having a nightmarish experience after selecting LL to install a pre-engineered maple floor. From the get-go it was a disaster. The installer for the job did not correctly estimate the job (he missed the second story of our house) I had as-builts and provided a copy so he could finish his estimate. 2 days into the job he says he doesn't have enough wood and blames me!
It gets worse, he runs out of wood and leaves the master bedroom floor unfinished! I trip over loose, unsecured boards getting to my dresser every morning. We can't get more wood for 3 more weeks, installer says it's not his fault, Lumber Liquidators just shrugs. We knew he installed it wrong so we hired a 3rd party inspector who verified the installer voided the pre-engineered wood warranty by installing end joints less than 6" from an end joint.
Again Lumber Liquidators shrugs and tells us to work it out with HSS the company who hired the installer. The only remedy is to pull up the flooring and start over. 2 months have gone by and we are no further from getting a resolution than the day the installer walked off the job. Avoid Lumber Liquidators and pay a little extra and get a local flooring company. I know I wish I did!
SHREWSBURY, MA -- If I could have given these guys zero stars I would have. We went to look at low-cost flooring in the showroom to see what it looks like in person and decided that it was not what we wanted. Since we were working with a budget we were going to wait on doing all hardwood flooring. Instead the salesman talked us into going with the next grade up, or so we thought. When we got it home it was exactly what we didn't want and looked just like the lower grade sample in the store. The higher grade sample on display in the store looked nothing like what we got.
At least 30 % of the 1st box we opened was horrible. When I called the store the next day, chris, the manager said the salesman was upselling us, but they refused to admit it was shady and if we wanted to return it we could, with a 20% restocking fee. So here we were stuck with flooring we would never put in our house. Chris the manager told my fiancé (when he called to try to reason with them, after I got nowhere) he could upgrade the flooring to the select style for less than the restocking fee. We had to bring the original flooring 900 sq ft back to the store.
My feeling on this is that we were scammed, sold us bad flooring knowing we won't use it and then make us choose between spending another $800 on decent flooring or getting stiffed on 20% restock fee of $790. I contacted the back office and they refused to help us. Do not use lumber liquidators!!!
CALIFORNIA -- Do not buy from Lumber Liquidators. This wood is garbage. I bought the wood and when the installer started putting it together, he notice something and show me the wood is cut at different widths. It's off 1/8 so it leaves gaps in between. As well lots of twisted boards and no protection between the boards in the boxes so they don't scratch. I can't believe it. Other company do it with cheaper wood. Stay away from them. They are selling poor quality wood at high prices. I pay 7.20 a square foot so it's not cheap wood. Just wood.
BANGOR, MAINE -- I was literally 1 week from going to Lumber Liquidators and buying 700 Square feet of Hickory hardwood flooring until I read this. It makes me sad because they seem to have nice wood at a good price, but there are just too many bad reviews and the milling issues mentioned regarding width variances concern me greatly. I guess I'll look elsewhere because the LAST thing I want or need is a nightmare company to work with when installing a hardwood floor. Why is it so ** hard to find a good company these days that cares? It never used to be that way in my pappy's day.