LUMBER LIQUIDATORS

unknown

We bought 50 cases of hardwood flooring to install. The flooring was excellent, bronzed birch, and the installation was painless with the final result looking beautiful. We were advised to buy 5% over our needs and verbally told that we could return unused flooring with a 20% restocking fee. We used 44 cases and had 6 left over. The quality was high so there were few reject planks in the cases we did use. We called to arrange returning the remaining cases but were told that (a) the product, CDC Bronzed Birch 3/4 x 4-3/4 had been discontinued (despite being told it was a new product when we bought it a month earlier) and (b) as it was a stained product we could not return it. The lesson to be learned is to measure really carefully and get any verbal statement in writing and check the small print. We were very satisfied with the service apart from this last part which put a damper on an overall very good experience.

Price was great. Order was placed online. All communications were sent via e-mail. I received an e-mail stating my order was ready to be picked up. I went to their store and was told that my order was at the bottom of the delivery pallet and I could not pick up. It wasn't that big of a deal since I live only about a mile away, but if I had been coming from Orchard Park or Wheatfield it would have been a different story. A little more attention to detail when informing customers of their delivery is all I ask.

I liked the price and the staff that they had.

Lumber Liquidators provided me with a list of 'installer referral', with a strong recommendation for the first installer on the list. So I called the recommended installer, and made arrangements to have the flooring material installed. Four months later the flooring was buckled-up in three areas (in a tee-pee fashion) and cupped everywhere else. I contacted Lumber Liquidators to advise them of the problem, and they asked me several questions (leading-up to a canned response). Finally, they said it was a moisture problem, there was nothing they could do, and refused to send anyone out to look at the problem. They did offer to send me information on how to deal with a moisture problem. My basement has no leaks whatsoever, the sump pump hardly ever kick-on, and I run a de-humidifier all summer long. Last summer (2007) we had drought conditions, like much of the USA this side of the Mississippi. Also, the salesman at Lumber Liquidators and I discussed this very situation in advance of my purchase. When I expressed my frustration, they then suggested I run my air-conditioner all summer and keep the windows closed if the weather becomes humid. Typical oak flooring in Buffalo that was installed in the days before air conditioning - never seem to have a problem lying flat during summer weather. Besides, this isn't the jungle - it's Buffalo. Regrets, you bet!!! Their problem resolution treatment was to the tune of "too bad - so sad". I don't know much about flooring - which is why I hired someone they recommended. They actually do include a disclaimer on the list of installers - 'in print'. However, the verbal pitch was much more assuring at the time I made my decision. Finally, I sent the Brazilian Golden Teak to a teak specialist in Vancouver Canada for analysis. It turns out the Brazilian Teak is actually a wood species known as "cumaru". Should you google Brazilian Teak, you'll find Lumber Liquidators ready to sell you that - with no mention of "cumaru". If you go down this path to Lumber Liquidators, be forewarned, Buyer Beware!!!!!!!!!