LUMBER LIQUIDATORS

They used a contractor to do the work. The product was good, but I was so unhappy with the service. There were so many problems; they didn't speak English and my dog ended up at the emergency vet being so stressed, and another floor was scratched because the contractors they used scratched the wood floors leading to the floors they were putting in new.

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It was wonderful. They were neat, clean, and on time. They were very nice people. They started the day after Christmas and they weren't even supposed to start until January. I want three more bedrooms done by them.

I personally set an appointment with Rhea for measurement and paid money in the store. Received written confirmation at the store of the appointment date and time. After Chad was 15 minutes late for my appointment, I called and he said he had no knowledge of it, was across town and would arrive in 30-45 minutes. Fifty (50) minutes later, I called again and Chad said he was still 45 minutes until arrival. He seemed very agitated that I would question his schedule with me. Upon arrival, he did not greet me or extend any courtesy. I got the impression that this was just another "ho-hum I am late" meeting and they could care less. Well, I got the bid and felt it was high but called the store and said I was going to go with them anyway. Rhea said she had to schedule the installation with Chad and would call me the next day. It has been a week and I have never heard back from them. Good thing I was not in a big hurry. They did refund my $25 but I would not recommend this company ever in the future. They are entirely unprofessional.

I had used this store for a small purchase in the past and based on that experience, I decided to use them again when putting in hardwood floors into my newly purchased 2000 square foot house. The store was very helpful when it came to giving me samples and ordering my floor, but after that, it was a disaster. The installer came to the house to take measurements and give me a quote for installation. He was timely for the appointment and had my quote to me within an hour, however, at multiple times during the appointment, I asked him to make sure that delivery and installation could happen on a certain date. I reminded him that the requested delivery date was Memorial Day weekend, and asked that he make sure that he could deliver on that date before I agreed to go with their services. He assured me on four separate occasions that delivery could happen on that date and that it would not be a problem that it was a holiday weekend. He said he would verify and call me back. He never did. He was very timely, however, at taking my credit card information and charging me over $5800 for installation. They require payment in full for installation before scheduling an install date. When I didn't hear back from him to verify my delivery date, I then called the main store. It took me five times to get through to someone who could answer my question. Again, I was assured that the delivery would occur on the requested date. I reminded them that it was a holiday weekend and they told me that it would not be a problem. They said I would be hearing from the subcontractor who would be delivering my floors. I never did get a call from the delivery company. I called repeatedly to both the delivery company and the Lumber Liquidator store during the week before my scheduled delivery. When I called the store, someone would take a message but I would never receive a call back. On my requested delivery date, I waited until noon before again calling the store and the delivery company. I was then informed by the delivery company that they do not deliver on Memorial Day and had never been contacted by the store with a request to do so. My order was not scheduled for delivery for at least 5 days after I had requested, which would push my installation date back one week. Lumbar Liquidators is not very professional when it comes to communicating accurate and timely information to its customers and as far as I am concerned, they completely misrepresented both themselves and the delivery company. The delivery company did everything within their power to get my product to me the next day and I truly appreciate Toby at Moving Solutions for getting my product to me. However, Lumbar Liquidators put everyone in a very bad situation by allowing their communication to interfere with customer service. As soon as my wood flooring was delivered to my house, I called to cancel the installation, having lost all faith in time estimates and assurances from Lumbar Liquidator's installer. They did refund my installation fee quickly and without problem. I ended up booking a local company for $1200 dollars less with a better installation warranty. Lumbar Liquidators made the stress of purchasing and renovating my new home worse than it had to be.

At the end of February my husband I went in to Lumber Liquidators to purchase new flooring for most of my home. We spoke to a sales rep, who scheduled an installer to come out to our home to measure for ordering and labor cost purposes. When the installer came out (late), I asked him point blank if the quote he was giving me included the under-layment, the plastic sheeting and the leveling agent. He told me it did. He asked if I owned a truck, or if I needed the flooring delivered. I told him I would need it delivered, and he made a note to include that in the quote. When we went to the store to purchase our flooring, I was shocked to find that the $5k quote he had given me did NOT include the supplies he said he would. So my husband and I ended up paying another $4k in supplies that we were not expecting. We were contacted via email later that week to schedule the install. The installer told us we were scheduled for March 10th to begin the install, and that it should take his team 3-4 days to complete the project. Based off of this information, I scheduled a delivery of furniture for the end of March, assuming that would be plenty of time even if they went over schedule by a day or two. Two weeks before our install date, I got a call from LL saying that my flooring was in stock, and when was I going to pick it up? I told them that I had talked to the installer, and that my flooring was supposed to be delivered. After much debate on their part--including threatening to charge me MORE for delivery, the sales rep I spoke to finally agreed to have the flooring delivered to my house, but that the self leveler wasn't in stock and that they would have to work that out with me at a later date. He assured me that the delivery company would deliver the flooring to the first "dry space" be it a garage or covered porch. A week later, my flooring was delivered, but they left it on two 4000lb pallets on my front driveway. I then had to move all 8000lbs of flooring into my home by myself. The weekend before our install was scheduled to take place, my husband and I began doing demo, ripping up the old carpet and carpet tack strips in 3 rooms in my house, including my young toddler's room. Sunday night we get a call from LL saying that, oh by the way, we can't start install on Monday, there's a scheduling conflict. Then they said they would start Thursday (March 13). March 12, at 7pm, I got a phone call from the installer that he wasn't going to be able to start Thursday morning, because the job he was on currently was not finished. Apparently, LL had fired 2 of their installers without notifying any of their customers that their might be a conflict. On top of that, the installer had no idea what type of floor he was installing, or the fact he was installing it in my whole home, instead of just a room or two. He proceeded to inform me that he would have to fit me in amid his other jobs, and that it could be 3 weeks before everything was completed, with me having to drop everything and be ready for him to come in at his mercy. I called the store immediately after speaking to the installer, and the assistant manager told me there was nothing he could do. I called again this morning and spoke to the store manager--after speaking to him, I cancelled the installation and demanded a refund. As of this moment I am still waiting on conformation of that refund. I will NEVER use this store, or any other store in this chain again. This series of unfortunate events could have been easily remedied by being up front with me and making a few phone calls when things got out of hand. Instead, I have a torn up house, a huge pile of flooring and under-layment taking up half my dining room, and a furniture delivery that I can't reschedule but can't accept because I have no floors.

If they don’t have what you want, they will order it for you. I have been really happy with them. The only thing I can say is that I would have appreciated that they let me know that one of my online orders did not go through before I came to pick it up or if my order may take longer to fill if they do not have the particular material you need in stock.

The price was okay, and they had some inventory control problems. There had to be a substitution at the last minute for a part of the order. Basically, I bought something that wasn't available, even thought it appeared to be available at the time of purchase. I made an effort to correct the situation through a substitution. I think there were some minor differences in the substituted product from the original. They sell it by the square foot, and they are off a variety grade. It was a three-quarter range hardwood flooring and unfinished. I picked up the flooring.