Lumber Liquidators

I installed the flooring myself. However, I did not like that Lumber Liquidators would not except returns after 30 days.

We had three rooms wish all Eucalyptus Strand flooring installed. The installation went fine. Unfortunately, less than one year later, boards in one of the rooms are bubbling and coming apart. We contacted lumber liquidators and they refused to do anything about the problems. They do not stand behind their products.

We purchased Morning Start bamboo flooring and had it installed according to specifications provided. The floor boards separated within a month of installation. The separations were way beyond the normal expansion and contraction expected with this type of flooring. We filed a claim with Lumber Liquidators and it was denied because they said humidity in our house was too low. Since they did not check this, we are not sure how where this came from. In checking their file with the BBB in Virginia we found other denied claims for this same flooring either because of too little or too much humidity. We have also filed a complaint with the Virginia BBB. When we purchased the flooring we asked if there were special considerations and were told we needed an underlay and special wood floor cleaner. We purchased top of the line underlay and have always cleaned the floor with the recommended product. We do not recommend bamboo flooring since it appears to be very susceptible to changes in humidity. We also will not patronize nor do we recommend Lumber Liquidators as a source of wood flooring. It's a very big company and the claims process is impersonal and uncaring. Our experience was a real bummer!

I ordered the first batch of wood after the supplied installer did a measure. I had a sample I got in the mail and called the store to place the order according to the amount the installer said. Within a week the installer delivered the 50 boxes of wood. I got no paper work from the delivery men or via email, just the charge on my credit card. Evidently, my sample was mislabeled, because the wood I got in no way matched the sample. So it had to all be returned and reordered. Had to drive to the store 30 miles away when this happened. Again no paperwork given. The product seems fine but dealing with a store 30 miles away that has the worst paper procedures I've ever seen, added undue stress to the project. I would have stuck with a home store in my area, if I had it to do over.

We had visited their store twice to look at their hardwood floors. Both times the person we worked with was able to answer our questions and was very helpful. A few weeks later after we had done some comparison shopping, we telephoned their store to set up a time to have our dining room/foyer measured and order the flooring. Their installer was good about contacting us for an appointment to do the measuring. He left an estimate with us and gave us a telephone number to call to set up the installation appointment. Because it is hardwood, they suggest getting the wood delivered and let it sit in the room where it will be installed to aclimatize. The wood was orderded, but we did not hear back from them as to when it would be delivered. On our first telephone call to them, we were advised they would need to check the status of our order and call us back. When we did not hear back for several days, we placed a second call. We were advised at that time that they did not have the time to place our order yet, but they would the next day and then call us back with a delivery date. When we did not hear back from them for several days, a third telephone call was placed to them. We were advised that it should be in on a Friday and that we could pick it up on the following Monday. I expressed my shock at having to pick it up ourselves instead of having it delivered like we expected. I was advised that possibly the installer could deliver for a fee. I advised that it was crazy to think we were going to drive 45 minutes each way to pick up flooring as we do not have a cargo van or any vehicle large enough to accommodate the flooring. He relented and agreed to deliver it at no charge. We then set a time and date for the delivery. The flooring was supposed to be delivered @ 5pm, so I made sure I left work a bit early to be home for the delivery. 5pm came and went without any contact from them. At 5:50pm, right in the middle of dinner, the doorbell rang and it was the delivery driver. He advised he had an appointment and needed to drop off the wood quickly. He literally ran out to his van to unload the product and practically tossed it in the dining room. We asked if we should do anything special like keep the air conditioning on, etc, and he said it really did not matter. The next day, we contacted the installer listed on our estimate and left a message with our contact info (3 separate telephone numbers) and the details of our specific installation. We requested an installation date for as soon as the wood had aclimatized the recommended time. Two days went by without a call back, so another call was placed. This went on for 2 weeks. We finally figured out we need to call Lumber Liquidators instead of the installer to pay for 1/2 of the installion costs prior to the installation being scheduled. That was our fault, but one would hope that the installer would have the common sense to call us back maybe after the 4th message to remind us to call Lumber Liquidators instead of him. We got the installation scheduled (3 weeks from then) and anxiously awaited the installation day. The night before our planned installation date, we received a call from the installer in the evening advising that their job that day had been more difficult than they planned, and he asked it we could schedule for the following Monday to begin at 8-8:30am. While this was inconvenient for us due to work schedules, we agreed to the new installation date. I typically start work @ 7:30am and my husband was working 6am-6pm that week, so I needed to make arrangements with my job to start late that day. Because I did not want to stay home the entire day, I had my mom come over so someone would be here while the installers were here. 8:30am came and went without any installer showing up or any telephone calls. At 8:45am I called Lumber Liquidators and was advised that they will contact the installer and call me back. At 9:20am, I did not hear from or see anyone, so I called again. At that time, I wanted to cancel the entire installion with them and find another installer. I asked their customer service agent if I could speak to a supervisor or someone in a position to make decisions and was advised she could assist me. I then asked her to give me 1 good reason why I should not cancel my installation and she advised she could not help me. She advised they have a customer solutions department and asked if I would like to speak with them. Since I was a customer and needed a solution, I advised her that would be an excellent plan. She transferred me to the customer solutions department and I started over with my story. She advised that she would call the installer and call me back. I explained that does not seem to work and asked her to give me 1 good reason not to cancel the installion. She could not give me one. When she asked what I wanted to do, I was so upset that it was difficult to form a good answer. I advised her to contact the installer and cancel them for the day and that I would speak with my husband to see what we would be doing after that. Just as we were finishing up our conversation, a large white cargo van pulled into our driveway. I answered the front door and met the installer. I promptly advised him I was on the telephone with Lumber Liquidators and had the 2 of them speak. After a few minutes of him saying "yes" on the telephone, their conversation was complete and the call ended. He advised that he had to drive approx. 1 1/2 hours to get to my location and was not aware that I was promised an 8-8:30am start time. He apologized and we agreed he had better get to work. He asked if any underlayment fabric had been delivered with the flooring and I advised it had not. I asked if he had some and he said he did have some in the van. I asked him to show me so that I know it actually existed. He showed me and said he had everything he needed to get the job done. I advised him to call me at work approx. 15-30 minutes before he was done so I could return from work to inspect the installation and sign off on it and pay the other 1/2 of the installation cost. I left for work and lost 3 full hours of time due to this error. My mom called me a few hours later and advised that he was almost finished. I made arrangement with my boss to let me run home to handle this. I ended up skipping lunch to help make up my missing time. When I got home, it was obvious he had more flooring to install, but not much more flooring available. He advised that they would need to get more flooring from Lumber Liquidators and come back the next day or so to finish the job. I was to receive a telephone call later that night from his boss to set a time. The boss did indeed call later that night and we set an appointment for after 3pm the next day. They had another job to do earlier in the day in my city and would call me hopefully 1 hour prior to heading to my home so I had time to make arrangements at work to leave early. I received a voicemail @ 2:45PM advising that they are on their way to my home and should arrive by 3PM. I did not even hear the voicemail until 3:15PM and I immediately called them back. I got their voicemail and asked for a quick call back. I did not hear and went about getting my work in order so I could leave. I arrived home @ approx. 3:45pm to find them set up in my driveway and ready to work. I met the boss and he apologized for the confusion the day earlier. He and the other worker got busy and finished the job in approx. 2 hours. It was awkward to have them walking through the kitchen as I was trying to prepare dinner. They were both very pleasant and seemed genuinely concerned about my satisfaction. There were 3 darker boards in my floor and the original installer admitted he should not have used at least 1 of the boards. Because they were in the middle of the floor and would need to be cut out and replaced, I was concerned about the time it would take to replace and advised my husband would be home @ 6pm and would make the final decision. He arrived home and a conversation took place where they advised they could come back out to replace the darker boards if we were bothered by them. They completed their paperwork and were on their way. We received another apology for the misunderstandings and both installers were courteous to us. We were never asked for the remaining money and presumed that we would not need to pay it based on all the issues we had with the installtion. Yesterday we received a call asking for the remaining payment. We had the room measured on July 13th and it was installed on August 31st for a total of 50 days from start to finish. That is a long time to have a dining room ripped up and unusable.