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.
Lumber liquidators has shady business practices, they never delivered my product, lied to me, broke promises to me, their customer service is horrendous, and I still haven't gotten any of my money back. To say that I am disgusted with their company and the treatment that I have received from Lumber Liquidators would be putting it lightly.
I purchased 761.92 sq. Ft. Of hardwood flooring from Lumber Liquidators on July 12, 2010. It is now 9/17/10 and I still do not have my floors, nor do I have my full refund that I was promised. They charged my credit card $2557.59 (which I paid), and haven't given me anything. I have contacted customer care more than ten times, and I was told "your floor will be in in 1-3 weeks" over and over again. I have numerous emails from the customer care team also stating over and over that my floor would be in.
When I called and asked to speak to a supervisor I was told "no, you can't you have to talk to your service representative **". I asked to speak to his supervisor and I was told "no, you can't speak to her either. She said that you need to resolve your issues with **". I asked if there was anyone that I could speak to that had authority in the company and was told "no". When I said that I was going to contact my credit card company, BBB, the department of consumer protection, and the attorney general for my state and the state of va they hung up on me!!
I called back and still was not able to talk to a supervisor! Instead I was sent to a voice mail, and that person never called me back. I wrote to ** the chairman for Lumber Liquidators and still nothing was done. I have written them letters, emails, and even have one of their employees recorded on my voice mail and still do not have a refund! I am now contacting BBB, the department of consumer protection, and the attorney generals hopefully I will have my money back soon. Take my advice and do not purchase anything from this company!! They are absolutely horrible, and dishonest!!!
NEW CUMBERLAND, PENNSYLVANIA -- I ordered wood at the Lumber Liquidators 2 Laurel Road in New Cumberland on 3/27/2011 PA and gave 1/2 deposit. I was said that I should get my order at this store in 4-5 business days. Of course it never happened and I waited for 2 weeks and the store never contacted me about the order. So I called the store and they told me that my order was received at the store and it was damaged but they never thought of letting me know about it. So they were supposed to re-order it and once again I waited 2 more weeks without any phone calls from the store: I kept calling and the store never answered their phone. I left message and they don't return your call.
I went back to the store and they told me the same thing, that my wood was damaged and they should get it in their next delivery. I emailed their corporate office, it took them 4 days to get back to me and they told me that my wood was ready to be picked up at the store last week (week of May 1st, 2011). I called the store before going there and it took me 4 days to have somebody answering their phone, just to let me know that they didn't have my wood, they were hoping to get a delivery on Friday but they might not have enough room in the truck to get my order. Shouldn't my order have been prioritized? I waited 5 weeks for my wood, hello!!!
And of course, on Friday they didn't have my wood. No phone calls from them and no excuse from the manager at the store. I went to the store on Saturday to cancel my order and get a refund. The manager didn't even excuse himself. This store is impolite, arrogant and they don't have any customer service at all and the corporate office is not better. Stay away from LUMBER LIQUIDATORS. THEY SHOULD GO OUT OF BUSINESS. Obviously they do not know how to manage a business in Cumberland.
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!
I will be installing Hardwood floors at my home in a few months. I've seen many commercials on TV advertising Lumber Liquidators. Recently, a Lumber Liquidator was opened in Davenport IA. So, my wife and I decided to check the place out. Big Mistake, the people who worked there were ridiculous. They couldn't answer our questions. Now today, I'm browsing the net and luckily run into this website with all these reviews. Thank You, Thank You, Thank you.
I feel horrible for all the awful experiences you guys have had. I WILL definitely go somewhere else. Menards... Lowe's... anywhere but Lumber Liquidators. Thanks Again for the reviews. You guys saved me a lot of $ and headaches.
We thank you for your comments about the store and the Regional Manager / Director will be notified about the shopping experience. I would like to add that you can search our competitors, in fact any retailer and find negative comments, so making a decision to shop competition would mean you truly haven't viewed all the online complaints, but that's a right we have in this country and we're all grateful for having the freedom of choice. We stand before the manufacturer as an advocate for our customers. Search the brand names of our competitors and there you will find the complaints about product concerns hidden within the manufacturers - We're not hiding and support the warranty when a product concern warrants. Having shopped every manufacturers warranty and installation instructions, the best advice for you would be to shop for price, then READ the manufacturers warranty and installation instructions before you buy instead of relying on sites where the postings of those who often ignore such key information reside. We stand behind our products and warranties, but the consumer has the obligation to understand the purchase and follow the directions and we're equally frustrated when a problem occurs when this information is not followed, or ignored entirely. If your shopping experience was less than ideal at the store - there's no excuse for that and we'll look into it right away!
E. PEORIA, ILLINOIS -- I purchased engineered hardwood and at the local-store's recommendations, purchased an underlayment membrane. Our first difficulty was getting clear answers to the correct type of staple gun to use. The second problem was poor quality material; had to wait for more product. Third problem - after we had an inspector come, they told us that we used the wrong underlayment membrane, however it was the very materials they sold us for this installation. Fourth problem - the local store's ability to help is limited by national policy so they cannot do what they should; we were referred to the national "care center".
They took nearly a month to address the problem; in the end they failed to cover the costs for us to remove and replace the faulty product. We eventually took everything back for the remainder of the project and got our money back. However we have a bedroom floor that reminds us daily not to use Lumber Liquidators for any reason. They were difficult to work & did not seek to solve problems effectively or efficiently. Do yourself a favor, pay a little more and go to a locally-owned, reputable store.
I went to check out Lumber Liquidators out of curiosity. I used to own a flooring store so I am well aware of what dictates quality wood OR laminate. Just remember... YOU GET WHAT YOU PAY FOR!!! They are selling this stuff for cheap because it lacks quality control in all phases of production. The milling is off, finishes are subpar, most of their products are made specifically for them from China.
Quality control from A-Z gives you re-assurance the wood was dried, milled, and finished properly. Go with hardwoods from Kentwood, Mirage, Pinnacle or Appalachian to name a few. Go to hardwoodinstallers.com to get recommendations for products from the professionals who install them.
I was going to compose a scathing letter to LL about insulting and ignoring us but after reading all the web sites and blogs I could find, I see they have ignored, insulted and abandoned most everyone who has any problem with their products. That said, I will point out: I am a woodworker. I got a letter & packet from LL explaining how nail down and glue down floors buckle. Our floor is FLOATING. Installed exactly per written and verbal guidance from LL. Upon close inspection (LL wouldn't know about that process) we found several boards cracked and split.
I am sure the LL technical staff will find a way to explain how those splits and cracks are my fault. Know that the wood (Jatoba or Brazillian Cherry) will darken (2 or 3 X darker than the box). I will spend the next 25 or 30 years doing my best telling folks to avoid LL, Inc. Unfortunately, I did not read the negative emails, blogs and/or customer comments already posted on several sites. I will add mine to the mix frequently. When you walk out of any Lumber Liquidators Store, make sure you have exactly what you need ‘cause there ain't no customer service or care from that point on. Buyer beware.