LUMBER LIQUIDATORS

The folks selling the wood and correcting an issue with the suitability of the product when it gapped was OK. The folks who put down the floor were not punctual were always rushing off to the next job before finishing what they were doing. They never csme back to clean up the excess glue that seeped put from the seems.

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We did not have any problems with them and they did a really good job. They sub-contract the work out. They guarantee the work and it comes with a warranty if any issues come up with the floor. They cleaned up everything and put everything back in place and wiped all the stuff down when they were finished. They got the job done in about 5 days.

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We came late on New Year's Eve for the sale and was graciously helped even though we got there late. Only bummer was that we HAD to take the product that night :( which we were able to do but was a pain. The product is very nice (stranded, carbonized bamboo). Only hiccup was trying to get the missing trim pieces not in stock. Was a little hard getting return calls but in the end we finally got all the trim pieces and we finally got the job finished and the floor looks great!

We decided to get rid of our carpeting and replace with laminate floors. We priced flooring at several stores and Lumber Liquidators had the best price. The shopping experience was pretty good. When the installers came out to tear out carpeting they showed up late and came somewhat unprepared and had to borrow several items from us. The second day a couple of different guys showed up and they were much more professional and did a very good job. The problem is that our fairly new weed eater was stolen from our garage. When my husband told the installation manager about this he referred us to another person who we assumed was the person who scheduled the installers. This person came to our house and my husband pulled out the paperwork on the stolen weed eater. This head installer told my husband he would buy the exact weed eater model to replace the stolen one. In a few days he called my husband to bring over the replacement but didn't show and didn't call. He did this at least one or two more times and finally would not answer his phone or return calls. When my husband tried to contact the manager he would not call back either. Finally we called their toll free customer service number and filed a complaint and they were somewhat helpful but really told us several different things like some did not know what they were doing. Finally I wrote a letter to their corporate office. It took about another 3 to 4 weeks to hear back from the installation manager to say he would bring out the replacement weed eater. When he arrived he had another weed eater which was not the same as the one stolen and was a cheaper model. Then he proceeded to tell me he didn't think his people stole our weed eater but they replaced it anyway, pretty much calling us liars or at least didn't know what we were talking about. I don't believe in any form or fashion his behavior was professional and would never ever do business with them again and would not recommend them. I truly believe if we had not gone over the installation manager's head we would never have have heard from them again and not received any type of replacement.

The product is a good product that we bought, but the installation went horrible. There was a lack of professionalism with the sub-contractors. The job started in July and it took them about 3.5 months to instal 2 levels of hardwood flooring. They showed up when they felt like it; they never worked for a full day. They were not prompt and did not show up in a timely manner. I had to call the main office frequently to see who was coming and when. This company used sub-contractors to install the floors for me. The quality of the installation was poor. The floors squeak and they are not level.

This purchase was an experience, and it went well sometimes and other times was very frustrating. There were definite positives and negatives to this experience. We purchased bamboo flooring for a house we just purchased - the closing date was the end of October. When we went to the store to pick it out, we were clear with the staff that we wanted it delivered and installed as soon after closing as possible. They indicated this was not a problem. We paid a down payment on the flooring and were told the flooring was now on order and would be here before the closing date. Because wood has to sit in the house 5-7 days before installation so it can acclimate, there is a built-in waiting period as well. Steve came to the house and did all the measurements - since it is an older home, it has some strange step ups and down. We discussed how these would be handled. The day we closed on the house, we drove by the store to find out when the install could be scheduled, only to be told the flooring had not been ordered yet and would take two to three weeks to get in. After going round and round about this and talking to several people about the problem this created, they suggested we take an upgraded flooring, which they already had in stock, as a trade-off at no additional charge. This was generally ok, although it was a 4-inch board width versus a 3-inch width. We did agree to this change to get the floor in place several weeks sooner. They agreed to call us as soon as possible to schedule the delivery of the wood. We did not hear from them and had to call back. They did then schedule the delivery. We again had to call to find out when an install date could be set. Finally, the install was set and the contractor showed up. The installers were actually very good and did a very good install. After they were finished, there was some confusion over us signing the release paperwork so they could get paid by Lumber Liq. Again, there were communication issues with the store over this issue. The installers indicated they still had to do a glue-down of one of the edge pieces, but we were assured they would call us to schedule that very soon. We waited about two weeks, then called back to the store. After some run-around, the store agreed to call the installer. Finally we arranged a time for the installer to come and complete this. Aside from the constant communication issues and us having to call the store for follow-up over and over, I was surprised that no one from Lumber Liquidators ever came by during the install or after the install to see how it looked or how it went. My impression was that they did not see any need for follow-up on their part after they passed it off to a subcontractor. While we like the floor and felt the installers did a good job, we would probably not use Lumber Liquidators again because I don't feel they really displayed much consumer service or follow-up. It appears that they are always very busy in the store and struggling to keep all the jobs straight. The communication within the store doesn't seem to be effective. We personally liked Steve, the guy that did the measurements, etc., but we felt like no one in the store did an adequate job of follow-up and communication throughout the project, which was very frustrating. We would probably not use this store again and would recommend it only with reservations.