Lumber Liquidators Consumer Reviews - Page 8
This is the most awful company I have ever dealt with. Now, I am in a battle to get my money back. They want your money up front but then when they won't even ship your product to you, they keep your money as well. I don't understand how they can continue to operate in the State of Mississippi. From the first day when we placed our order, there has been nothing but trouble. The day we placed our order, had to wait 2 hours to place and then assured that it would come in the next week. 3 weeks later, I am still waiting. No one will talk to you or at least give you any information if you can get anyone on the phone.
They continue to treat you with disrespect and tell lies, anything to try cover their butts. I am so sick of it I canceled my order yesterday. Now I can't get my money back to go somewhere else and order my flooring. They just don't care about their customers and customer service is no help at all. They won't call you back, continue to put you on hold, and lie to you. How does a company get away with this? Besides all this, they let customers (as in me) drive their forklift (can you say lawsuit). I just want my money back.
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HARRISBURG, PENNSYLVANIA -- Unless you are installing flooring in a laboratory good luck getting anything from Lumber Liquidators to work correctly. I have used 3 different products from Lumber Liquidators for remodeling applications on every occasion the products have failed. The most recent is the Brazilian Teak I put in my own home in a 1000sqrft great room. I ordered the material and picked it up when it came in, open all the boxes spread it out, and allowed it to acclimate for 2 weeks, one week longer than instructed. The product lasted 6 month with no problems then spring came and with it moisture.
Even though the room is controlled by a dehumidifier and has air conditioning the floor didn't just cup it completely buckled. I experienced expansion to the amount of 1" for every 3' of flooring. Customer service did just like the medical community and denied the first claim, now I'm starting round 2. My professional opinion is that all customers stay very far away from Lumber Liquidators. They will sell you anything and support nothing.
The indication that you experienced a problem almost 6 months later is not something related to our product, but points to installation related failures for which we do not control. The cupped condition is a sign of an improperly installed floor lacking proper moisture vapor protection. The buckling is a sign of insufficient expansion space between the walls and the flooring. This can also be caused by nailing down transitional pieces into the flooring holding it in place restricting the natural expansion / contraction process found in EVERY wood product. The real problem here is not following installation instructions. Moisture changes occur with the seasons and unless you install the flooring properly you can experience the problems you see here. These types of postings actually help other customers avoid the failures you experienced educating them on what NOT to do. The problem here is installation related and has nothing to do with our wood products. It would be more beneficial for you to hire someone who actually knows how to install flooring as not every project is suitable as a do it yourself home project unless you fully understand what you're doing. Testing for moisture as step one is a must and adhering to the warranty ...well reading it after the fact is a grave mistake for some and a learning experience that will continue when you buy somewhere else. The problem is not product related, rather installation related. We offer free advice when contacting customer care with techs on hand to help answer installation and floor care questions.
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By Hobsjohn8963 - OAK LAWN, ILLINOIS -- I ordered stair noses and have been told on three occasions the wrong date for delivery. I am still waiting. This is the worst service I ever experienced and I will make sure that I and no one I know order from this place. Home Depot and Menards are factual and reliable. This is the worst customer service I ever experienced in my life.
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By antho1941 - S. HACKENSACK, NEW JERSEY -- We had this floor installed last year upon their recommendation. We followed all instructions and used installer they suggested. Our floor is cupping, squeaking and coming up. The 30 yr. warranty and their customer service is a joke. They have done nothing and blame it on moisture even though they used moisture barrier. I have researched and found hundreds of complaints online. STAY AWAY from them. Be like us and use all possible outlets to warn consumers. Since they fail to respond to customers, warn others and maybe they will wake up to customer complaints.
I have received a full store credit to replace the floor.
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By SWD - WESTBURY, NEW YORK -- Unfortunately, I wasn't smart enough to read the reviews before placing my order, because now I see how many others around the country had a similar experience. Oversold product based on the square footage I provided. Brought back sealed unused boxes. Refused refund or even store credit -- very narrow window vis-a-vis returns. I see that others as far away as Seattle had the same experience. They are real nice until they get your money, but watch out, once they have it -- Rude and discourteous.
At the point of sale we disclose the return policy clearly on the invoice; in fact customers are required to initial the policy to avoid this exact situation from happening. You either chose to ignore the policy, or the item purchased is one noted on the invoice as follows:
Returns/Exchanges: Returns or exchanges are not permitted on opened boxes, close-outs, odd lots, final sales, special deals, special orders, clearance items and laminates. To be eligible for a return or exchange, the product must be in its original condition and have been properly stored. Installed product is considered accepted by purchaser and may not be exchanged or returned for any reason. Shipping and delivery charges are non-refundable. Any additional shipping costs relating to a return or exchange are the sole responsibility of purchaser.
Exchanges are permitted within 30 days of receipt of the product without a restocking fee. Defective product may be exchanged, prior to installation, within 90 days of receipt.
Requests for returns must be made within 30 days of receipt of the product. Approved returns are subject to a 20% restocking fee with the exception of moldings and trim. Special orders are not returnable unless the product is defective.
Without knowing who you are makes it difficult to tell if the policy applies to your purchase, but we make every accommodation possible not unlike other sellers. We apply the policy equally across the country and you'll never see the millions of people who buy from us post because they reviewed the policy, understood what their responsibility was for returns, and what is allowed for returns and happily installed their floors without concern. If you would like to call Customer Care and share more information we may be able to help you, but this type of posting is one sided and does not fully expose the facts of your purchase. Our policy is written on the invoice, on our website, posted in the stores, and accompanies any online orders. We're not in business to upset customers, but we also realize some customers may post in this way to get a reaction. We present the above facts and invite you to call Customer Care – the people who can best listen to your grievance and provide solutions based on facts of your purchase. Slow down, read the information we provide, understand what you're buying, follow the warranty, read the installation instructions, follow the care instructions, and you'll be assured a great flooring experience.
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My husband and I are going to install flooring and thought we would go to Lumber Liquidators. That will no longer be the case. What really made up my mind were the responses by the company. Their responses were rude, demeaning and quite cocky. If this is how they handle their potential clients online I don't ever want to deal with these arrogant idiots!
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By Sammramezani - LAKEWOOD, CALIFORNIA -- I bought flooring from Lumber Liquidators. They sent someone to measure and he measured 400 square feet extra. I have 15 steps in my house, they sent 35 and another $2,000.00 extra worth of material that I have no use for. We tried to make a return, but they said they don't take it back. They said we had to 'eat it'. So, if you want to lose money, go to them.
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By Anonymous - SAN ANTONIO, TEXAS -- My wife and me went today to check out their prices. We had all the measurements. Waited for over twenty minutes. They had two people working and a room full of customers. We got tired of waiting and walked out. We will not be going back there anytime soon. We will go somewhere where they have good customer service. I go by that, if their service is no good the product can't be much better.
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AUSTIN, TEXAS -- I recently purchased flooring from Lumber Liquidators and went their install dept for install company. It has been a nightmare from the beginning and am having trouble getting them back out to finish job after 3 weeks. They have been giving runaround for last 2 weeks. I do not recommend using them.
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LL Response:
We continue to investigate your concerns and the store processed your refund as requested, but it's important to note that we fully disclose the terms and conditions of the sale at the time any customer makes a purchase. If these terms are not acceptable, you have no obligation to buy and the signed invoice notes your acceptance of these terms, including the back ordered item that came with no specific promise date as our policies note “delivery dates are estimates”. If you did not have an order to pick up it makes no sense that you would be asked to drive a forklift, however we take safety seriously at Lumber Liquidators so our company will investigate your claim properly. The store is awaiting your call to provide you with the cancellation information and a message has been left with you. Taking a moment to review the information provided at the time of sale could have easily led to a more positive experience, and we stress the importance with each customer. No one tried to mislead you in any way and we're sorry this transaction did not go well and wish you the best with your project.