Lumber Liquidators

We spent quite a bit of time looking at samples and the salesperson, named Stephanie, assisted us. We told her about our needs, specifically something that would not scratch easily under dog nails and small children. Aesthetically, we liked the bamboo products and Stephanie told us that the hand-scraped bamboo was one of the best products for withstanding scratches, and even took a key out of her pocket and scratched vigorously on the surface of the sample, leaving no marks. We were sold! We purchased the flooring, everything was delivered on time and without incident. Lumber Liquidators gave us names of installers that we could pick from and we went with T-Brothers. I've submitted a separate review for them, which was not favorable. You can refer to that for details on the install if you are considering them. The employees at this Lumber Liquidators location were friendly and seemed professional and knowledgeable, however, I feel like we were "sold" on a product that hasn't come close to living up to what we specifically told them our needs were. Aside from the bad experience with the install, the product itself has scratched and splintered, the transitions are badly scratched (probably due to the fact that they don't sit flush) and we looked to Lumber Liquidators for help because our product is under warranty and they referred us back to T-Brothers who has given us the run-around. Somewhere during the process of throwing responsibility back and forth, another company called "The Home Service Store" has been brought into the mix to help with a resolution. Because none of these companies has given us a straight answer as to whether or not this is covered by warranty (I'm not sure why it wouldn't be), and how/when we will get answers and a resolution, it's difficult to say where the breakdown is, however, I feel confident that we would not have purchased this product in the first place if it had been accurately represented by the company we purchased it from, as it is one of the more expensive products and there are several laminates on the market that have great reviews for standing up to pet & children wear & tear.

The first time I went in. The second time I called them to follow up and they never did what they said they would do. I would never try to do business with them again.

Although Lumber Liquidators has some of the best prices in Las Vegas for hardwood flooring, we cannot recommend the products or - especially - the service. Lumber Liquidators has the worst customer service we've experienced in recent memory. On our first visit, we were attended by a very pleasant salesperson - Stephanie - who cheerfully demonstrated the qualities of Bellawood, Lumber Liquidators' featured, top-of-the line, solid wood product. Unfortunately, after our visit with Stephanie, the service quality plummeted. She was not available for our later visit to place our order after we'd reviewed the available product samples at home. Instead, we were stuck with the "Assistant Manager," who was rude and distracted: she was filling in our information on the computer - incorrectly as it turned out - as she carried on a heated and apparently personal conversation on her cell phone. As you would expect, we gave both our e-mail address and cell phone numbers and awaited communication that our hardwood had arrived. This is a key issue because, once these wood products arrive, the company advises you to allow the wood to "acclimate" in your home for an additional 7-10 days before installation. A $900 deposit was required. We received no notice of any kind regarding the product other than a strange call from the National Office confirming the procedure for paying for the product. A week after the estimated shipping period expired, we called the Henderson store to inquire into our order's status. No one answers the phone in the Henderson store, so callers are directed to leave a voice-mail message. We left complete information, including phone number, e-mail address, and our Sales Order Number. But our calls were NEVER returned. Frustrated, we tried the national Lumber Liquidators website. We were surprised to find that no order under our name or Sales Order Number existed. We sent a concerned e-mail message as directed by the national website: all we got in response to that was a "robo-response" that expressed the company's allegedly grave concern about our issue and promised a prompt response. No further responses to those e-mail messages were forthcoming. Concerned that our distracted sales person had not managed to convey our order at all, I tried the national 800 number. After a long period on hold, I spoke to a customer service representative who could find no record of our order under our name or Sales Order Number. I was directed to call the local store: I did, left another detailed voice-mail, and, of course, was ignored again. I followed up with the National office the following day: again, the rep could find no record of our Sales Order Number or name, so she attempted to call the local store directly for a conference call with me to resolve the problem. She got through, surprisingly, but the local office put her on hold and left her there. She apologized and then our connection was lost. So I called again, was informed again that our Sales Order Number was connected to no known order, but this rep promised to have the Henderson store manager call me. He did, the next day, and his unhappiness with being upbraided by the National Office was apparent in his surly tone of voice. He informed me that our order had, in fact, arrived, but offered no explanation for why we'd received no notice of any kind that it had arrived and claimed not to know how long our shipment had been sitting there. After leaving the product to "acclimate" for a week in our living room, we were finally ready to install the product. The installation was estimated to take a day, but ended up taking two. After the installation, we had two full, unopened boxes of unused Bellawood hardwood left over, plus one opened, half-full box. The installer advised us to return the un-opened boxes to the store for a refund (less a "restocking fee'). So, we drove the product back across town to return it. Note that this product comes in boxes that are about 7 feet long and weigh abput 60-70 pounds each. The Henderson store manager informed us that he would not accept any returns of Bellawood products: their highly touted, top-of-the-line, most expensive, highest-mark-up product. Although the product was unstained Red Oak, which varies significantly in appearance and color - in our case, from board to board and sometimes within the same board - he claimed that the "dye lots" were so different that no other customer would be able to use this new, unopened, unused wood. He blamed his installer for the error in the order, which we, as noted above, believe was the result of the inattention and negligence of the Assistant Manager. Despite using the installer his office directed us to, the Store Manager disclaimed any responsibility for the significant error made either by the Assistant Manager or the installer. So, we are stuck with our two (and a half) unopened boxes of beautiful Red Oak for which we paid a few hundred bucks that is of no use to us and that we have no place to store. We shall attempt to sell it on Craigslist or dontate it to Habitat for Humanity. The benefits of the slightly lower price of this product are insignificant compared to the horrible customer service and unwillingness to resolve the obvious errors made on our order. UPDATE 13 August 2013: We've changed our rating on this business from "F" to "D" for the following reason: we were able to obtain a partial refund from the home office of Lumber Liquidators for the unopened boxes of Red Oak referred to above. Note, however, that, to get the refund, we had to file a claim with the Better Business Bureau ("BBB"). Our claim was transferred by the Southern Nevada BBB to the BBB for Northern Virginia, where Lumber Liquidators' headquarters is located. Although the head office initially failed to respond to the complaint, they eventually agreed through the BBB to refund a portion of the retail price of the unopened boxes. Curiously, they insisted on retaining a "restocking fee" despite being unwilling to accept the return of the boxes. We were directed to retain the wood instead of returning it to the local store. We chose to sell it via Craigslist, so we got most of our money back eventually (less the time we had to spent and the annoyance and frustration we incurred).