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LL Flooring

3000 John Deere Rd, Toano, Virginia, United States, 23168-9332

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LL Flooring Reviews (%countItem)

Lumber Liquidators -Unclaimed Properties BDO
12/2018 Refund promised by April 2019 We have not received check.
In December 2018 we received a letter from BDO Unclaimed Properties indicating their client Lumber Liquidators has asked them to assist in Unclaimed Property filings. A Bold type face "The State of New York requires us to Notify you that your unclaimed Property may be transferred to the state if you do not contact us" was across the top. with Lumber Liquidators Logo on the right side of the letter.
Property Description: Store Credit Transaction Date: 11/18/2016 Amount: ***
We completed the form indicating we wanted a refund and mailed the same day. In January we received the same letter with the same instructions. Again we filled it out and returned, however this time we emailed them directly asking why the second letter? We got an automated reply that said our inquiry would be forwarded to the proper party. We did not hear from them. On June 3rd 2019 I emailed ***@bdo.com inquiring about the status of our refund. We received a response from Jennifer *** Tax Administrator indicating that the check was issued on May 15th 2019 and to contact her if we did not receive it by the end of the month. On June 6th and again on June 20th we emailed stating it still had not arrive. We received an email stating that they were in contact with Lumber Liquidators as to the status of our refund and would update us when they had further information. By July 12,2019 we still had not heard from them nor had we received our refund check. We emailed once again and also called the telephone # provided by Jennifer *** as her direct line. We asked in both the email and phone message to please investigate this issue. Surely there was some accounting, a check #, invoice something that would clearly trace their claim that the check was issued. She responded by phone 2 days later stating that "THE CHECK WAS ISSUED ON MAY 15TH"
Obviously it had not been issued to us, or we certainly would not have continued to put ourselves through the emotional stress this process caused. On July 30th we again emailed asking if someone would please help resolve this, direct us to someone if they could not, and Please do not respond again with the check was issued! It was NOT issued to us, please provide me with documented proof that it was, that it was cashed, give me something that substantiates your claim. We received an email with 2 names. that was all. Anthony *** and Josh ***
email addresses for both who we assume were employees of Lumber Liquidators. We emailed them immediately once again outlining all that had transpired the past 8 months. Honestly we were hopeful that we would finally get our monies. We sent the email with sign as read and received. No only did we never hear from either of them, the email was returned as opened by someone in a foreign country. No response from Corporate if that is where these 2 gentleman work. We spoke with Jennifer yesterday 8/27/19 and she hasn't or isn't getting any other response from them other than the check was issued. Her repeated attempts along with ours to get answers proving their claim that the check was issued, along with check #, who it was issued to, or a cancelled check (who doesn't cash a *** check?)We are retired, this amount of money to us is significant. It is unreasonable to not provide consumers with the information that they are entitled to. We complied with every direction, we expect our refund as promised. Please note that we have all email, US mail communications along with dates on file in the event that it is needed.

Desired Outcome

We expect the refund in the amount of *** which we indicated on the letter sent to us. It is money that we are entitled to. Failure to provide substantiated proof of their claim that the check was issued on May 15th is unacceptable. We have NOT received this refund check. it was neither issued or cashed by me.

LL Flooring Response • Sep 04, 2019

We appreciate you allowing us the opportunity to address your concerns. The funds were turned over to the state as a part of the states requirement. We would have no additional information in regards to the check being issued on the above date mentioned. You will need to follow up with unclaimed properties to get further clarity on your concerns.

Thank You,
Chey G
Customer Advocate

Laminate floor, installed by an employee from Lumber Liquidators, is not level. original floor was level. Before installation, I requested the manager come to my home to assist me with making the correct choices. The main question asked was would the new floor, once installed, hinder any of my 4 interior and 1 exterior door/s from opening/closing. He placed a floor board under each of my doors to test, and then assured me that there would not be a problem. After the installer left and I cleaned the floor, I placed my carpets/rugs down. Front door, powder room and garage door could not be opened over the rug. The remedy offered to me was to not use any carpets/rugs. Unacceptable! I paid an extra fee to have the installer hang the closet bi-fold door, which hung just fine before the floor was laid. Installer could not get the doors to close. He cut the left side. It was wavy. He removed the hinges and then straightened the cut. He installed the left side and found the right side didn't need cut. The 2 sides are not centered or symmetrical. Powder room door was cut to be shorter which caused the bottom to be hollow and unsteady and wobbly. A dial rod should have been inserted but remedy was not offered. The garage door was cut too short. I called customer service. It took 15 days and 3 phone calls before rep came. Third party was supposed to come, but sent their own employee, who also employs the installer. Biased! She repeatedly recorded me without my permission. I repeatedly told her to turn off recorder. Her documenting methods did not show any of my problems. I request a new entry door because I was told it would open fine. Have paid 4 different contractors to come to remedy door and none have a solution. Cannot use door. All is documented by letter set to CEO and 4 executives, emails, notes, photos, and calls. July 5 floor installed. Issue ongoing. Causing me emotional distress, mental anguish, financial hardship, time and energy fixing what they ruined. LL did not live up to contract
Product_Or_Service: laminate floor and moisture barrier, baseboards
Order_Number: XXXXXXXXX

Desired Outcome

Other (requires explanation) Refund all money I paid to LL., $ paid for original door painters & installers, $ paid for baseboards, $ for paint and brushesRemove floor, moisture barrier, all baseboards, 4 int. doors and discardReplace all baseboards and 4 int. doors and deliver to homeClean-upPay for installer of my choice to hang and paint new drsReplace front door including venting sidelights-manager assured door would be fine and wasn'tReplace entry dr hardware, which is not working correctly due to tugging at doo

LL Flooring Response • Aug 30, 2019

We appreciate you allowing us the opportunity to address your concerns. It appears that Katharyn P. is actively working your case file. An assessment has been completed and we are working with the installer to come up with a repair plan. We appreciate your continued patience in this matter and look forward to resolving your concerns in a satisfactory manner.

Thank You,
Chey G
Customer Advocate

Bubble in the floor in heavily traveled room from inproper installation. Joints between 2 boards is causing it to raise up & therefore cause the bubble.
Product_Or_Service: 5.31.2019
Order_Number: XXXXXXXXX
Account_Number: XXXXXXX

Desired Outcome

Other (requires explanation) We'd like to have it fixed cause it's going to get worse & the rest of the floor will start come up.

LL Flooring Response • Aug 30, 2019

We appreciate you allowing us the opportunity to address your concerns. You have our sincerest apologies on the delay in response, as our systems have been down. It appears that you have been working with a representative named Aaron *** It also appears that you have an assessment scheduled for today 8/30. Once the assessment has been completed, Aaron will be in contact with you in regards to a repair plan. We appreciate your continued patience in this matter.

Thank You,
Chey *
Customer Advocate

Lumber Liquidators lied about discounts and then terminated a refund that was previously agreed upon.
I went to the Wilbraham, Ma store in search of new wood flooring. We found what we were looking for and notified the sales representative of our installation date (we had our own installer.) He told us that we had to go pick it up ourselves as it needed a full two weeks to acclimate (which we were later told is in no way factual,) and could not wait for it to be delivered to their store the next week. I was told I needed to visit three locations which included Hartford, CT, Waterford, CT, and West Hatfield, MA. I was not familiar with Waterford but the rep informed me it was about fifteen minutes from Hartford.

So, I took a half day from work and started my trip. After loading up in Hartford I put the Waterford store in my GPS only to find it was an hour and a half from where I was. I called the store and they set up expedited shipping for me after explaining my predicament. Worried that I would run into another problem, I called West Hatfield once I got back on the road. At this time I was told that they had notified the Wilbraham store via email and phone that the boxes they had were ripped open and damaged. NO ONE from the Wilbraham store passed *** information on to me. The boxes and some of the wood was defective and covered with dust but the majority of the pieces were still intact. Naturally, I was not willing to pay full price for defective goods so I was told by the manager to call him once all the wood had arrived and he would comp me ,to be exact, "three or four boxes," due to the lack of communication and for accepting to take the goods.

That all took place on a Friday and the following Tuesday the other four boxes arrived at my home wrapped in cellophane. My install was slated for following Friday.

I proceeded to call the West Hatfield store to notify him that I received the other boxes and asked if he could put through the refund. He then told me to give him a call when installation was done to let me know how it looked and we would go from there.

Well, install day came and turns out the Waterford store sent the incorrect size. At this point I contacted Customer Service and that is where the fun started. They refused to expedite the correct flooring to me and told me I needed to now drive to Shrewsbury, MA to pick up the correct flooring. I also needed to return the incorrect flooring to the Wilbraham store. I was initially offered a *** refund on a *** order. I refused and they countered at *** to cover my gas and the final day of installation as he would have to come back at a later date. I accepted this as I was still under the assumption I was getting my original discount for the damaged goods.

I then contacted the West Hatfield store inquiring about the original discount I was supposed to receive and he said there was nothing he could do and to call Customer Care. I called and ended up on the line with Shay. What a nightmare. I tried to explain the extent of my issue when she started giving me attitude. Once I realized I was never going to get the original discount for taking damaged goods I hung up the phone due to the way in which I was being spoken to. This was on August 3rd. On that same day I had to pay for 4 additional boxes OUT OF POCKET in Shrewsbury as it was raining where I lived so I couldn't return the other boxes at the same time.

I finally got around to returning the incorrect boxes on Sunday and that refund hit my account today. Noticing that the *** refund still hadn't come in, I gave Customer Care a call. Turns out Shay REVERSED MY REFUND after it being previously approved. They tried to use the refund that was given on 8/12 as the reason it was declined, yet that was over a week after she reversed it.

The supervisor that originally approved the *** refund has since reapproved it.

You would think Customer Care would be sympathetic after putting a customer through all that. Instead, they attempted to steal *** dollars from me. This employee is a disgrace.

Desired Outcome

At this point, I don't even want to deal with this company anymore. I just want other to be aware that if ANYTHING goes wrong they shouldn't expect any respect coming from Supervisors at Customer Care.

LL Flooring Response • Sep 27, 2019

We appreciate you allowing us the opportunity to review your concerns. You have our sincerest apologies if you felt that you were being spoken too inappropriately. It appears that you spoke with a representative by the name of Emily *** on 8/1/2019 who offered you a courtesy of *** for your travels and the inconvenience. Based on the notes in the file, it appears you accepted and were happy with this offer. You called back in on 8/3 and spoke with Baylee with the request to speak with a Supervisor due to you being unhappy with the courtesy offer. In speaking with you requested that we also provide you with a store credit for the 4-5 boxes that you stated were damaged. You did not want to return the product while it was raining. You were advised that the damaged boxes would need to be swapped out for new product and that we would honor the *** refund, however we were unable to provide a courtesy store credit on top of that refund. At that time you disconnected the call. It appears that Emily unintentionally forgot a step in the process to receive an approval. The refund was never reversed, as it was never processed. Again, you have our sincerest apologies regarding any delays, however we feel that a refund of *** is a reasonable offer.

Thank You,
Chey
Customer Advocate

I ordered 27 boxes of Major Brand 3/4" x 2-1/4" Natural Red Oak on 7/5/19. 3 of the boxes were a completely different color and wood.
I purchased 27 boxes of Major Brand 3/4" x 2-1/4" Natural Red Oak sku: XXXXXXXX for approximately *** Upon openeing the flooring for installation it was apparent that 3 boxes of the flooring was a completely different color. The labels on those boxes were the same as the rest but the colors weren't the same. I call the East Brunswick, NJ location and spoke with Rashad who tole me this issue has to be addressed by corporate and there was nothing they could do at the store. I called corporate twice only to be told that only the store can replace them but they would be happy to order me the 3 boxes for purchase with free shipping. I told corporate I shouldn't have to purchase 3 more boxes I should be able to exchange them. I got nowhere with them and I am still waiting for the manager of that location to get back to me.

Desired Outcome

I would like them to replace the 3 boxes of flooring with the correct color so I can complete the flooring project. I also feel they should expedite the shipping for the trouble of having to wait for a mistake that should have not happened.

LL Flooring Response • Aug 29, 2019

We appreciate the opportunity to address your concerns. We apologize for the delay, as our systems have been down. In review of your file, it appears that you purchased a liquidated product that has a higher waste factor. In most cases liquidated items are a one time offer so we advise that you order extra to complete your installation. As a courtesy, it appears that Cameron J. did process a store credit in the amount of *** to cover the shipping, as the product was found at another location. Store *** did not charge you for the three replacement boxes, so there will be no out of pocket expense to you. Due to the system issues, we do not have an ETA on when the product will be in at the store, however you will receive a call once they come in. Again, we appreciate your continued patience in this matter. I have attached your invoice for further review.

Thank You,
Chey G
Customer Advocate

Professional flooring install not what was originally promised. Installers were rushed, made many mistakes & there are still issues.
In September of 2017 I went into Lumber Liquidators to explore flooring options based on the recommendation of the flooring company I was going to originally do the install. When I went into the store I discussed at length with Eric the Store Manager at Lumber Liquidators what kind of flooring my husband and I were looking for and that our hallway floor was extremely squeaky. Eric assured me that with a professional install the squeaks in our hallway would be taken care of. Eric tried to talk me into Lumber Liquidators doing the install and talked about how great they were, however I was still on the fence as I already had another local company lined up to do the install, I just had to purchase all materials. Eric gave me samples of flooring and I paid to have Lumber Liquidators come to the house to take measurements to ensure I purchased all materials needed. I discussed with the gentleman at length about the flooring, trim and the squeaky hallway and he assured me it would all be fine and there wasn't anything to worry about, our project could be done the way we wanted. When I went back to purchase just the materials, I spoke with Eric about opening a Lumber Liquidators store card in order to get no interest financing. When Eric ran it he told me I was only partially approved for the amount needed for the materials and install. I felt a little bamboozled as I repeatedly told Eric I was unsure who I was going to have do the install. Eric raved about how great Lumber Liquidators was and assured me that the squeaking hallway would definitely be taken care of. Hesitantly I agreed and paid the remaining balance with my debit card. When I received the confirmation call for the installers I was notified that they would be coming from Chicago, which this was the first time I had ever been notified of this fact. If I had known I would have never agreed to have Lumber Liquidators do the install as I would have preferred to use the local company I already received an estimate from. The installers arrived and questioned why we were using glue and not nails. I told them that was what Eric recommended. He then went outside and spoke with his manager and then without saying a word he came in and he and his partner proceeded to rip out the old flooring. I came home that night about 5:30pm when it was already dark and one of the installers was outside cutting floor boards using his cell phone as a flashlight. Perplexing as we do have an attached garage with ample light that he could have used. Due to this negligence the flooring did not sit flush with the wall as it should have, resulting in gapping between the wall and floor board of 2in or more. After the flooring was put down I noticed 100's of glue and mallet marks all over the floor that the installers did not clean up. The hallway was also still squeaking as the installers did not take the appropriate measures of inspecting and securing the sub floor prior to the installation, which Lumber Liquidators and the flooring manufacturer lists on their website for flooring install of one of the very first things you should do prior to install. I was in contact with the lead installer for our district as well as Eric and they both came to do a walk through so I could point out all of the mistakes the installers made and that they left us with an uncompleted job. When I showed them the glue and mallet marks and how it etched the finish off of the floor, they showed me how I could clean it up using a credit card to scrape the residue from the floor. This clean up literally took 50+ hrs of my own time and this is something that should have been included with the professional install. I also pointed out the hallway still squeaking and stated the sub floor was not secured as it should have been. To which I was told I did not pay for that. I pointed out that the boards were not all flush with to the wall but was told that it wasn't an issue as we used glue so the whole floor would float together

Desired Outcome

I am requesting a full refund of *** for the flooring install due to Lumber Liquidators negligence and not performing the professional install that we paid for. The hallway is now not only squeaking louder than it was before the install but now is also sloping where it squeaks due to the sub floor not being properly inspected and secured as it should have been with the flooring install. When Eric and Mark came to look at the issues, they said that I didn't pay to have the subfloor re-secured told me to have someone tighten it from the basement. I have discussed with a few contractors about securing the subfloor from underneath and they have all said the same...that it should have been done prior to installing the new floor and that it can't be done from underneath. There are also boards that are now separating in a few places due to the installers not ensuring that the boards were uniformly sitting close to the wall during the install. I assume this was from the installer cutting floor boards in the dark with his cell phone as a flash light. I also discussed with the installer as he was placing a transition between the kitchen and dining area that there was a pocket door there. He asked if I still wanted to use it, which I looked at him puzzled and said yes of course. He assured me that the transition would not interfere with being able to open and close the pocket door. Well the pocket door is completely stuck behind the transition which I will now have to pay to have it removed and the bottom cut off so we can have use of it again. Not to mention that I had to invest 50+ hours of my own time to do clean up when the installers should have taken care of that after the job was completed. Due to them not cleaning up as they should we have spots that the finish is etched due to the glue residue sitting too long on the floor. Eric made so many promises and assured me that this was going to be a great install and experience, however it has been anything but! We purchased this flooring and professional install thinking it was going to last at least 20 years or more, however due the issues of floorboards separating and the hallway floor squeaking and now sloping we will most likely have to rip everything out and pay again for new flooring and install. Therefor I am requesting a full refund of *** so we can put it towards new flooring and install.

LL Flooring Response • Aug 09, 2019

We appreciate you allowing us the opportunity to review your concerns. You have our sincerest apologies regarding your experience. We have created a case file for further investigation and it has been assigned to Angela L. Once the requested General Disclosure Statement and photos have been received, you will be assigned to a Lumber Liquidators Installation Services representative who will further assist you. Please allow 24-48 business hours for contact. We appreciate your continued patience in this matter.

Thank You,

Chey G
Customer Advocate

Customer Response • Aug 12, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
They have reached out for more information which I just supplied to Angela a few moments ago.

LL Flooring Response • Aug 20, 2019

We appreciate you providing us the General Disclosure Statement and photos. It appears that the case file has been assigned to Dillon W. for further review. We will ensure that Dillon follows up with you within 24-48 business hours.

Thank You,

Chey G
Customer Advocate

Customer Response • Aug 27, 2019

I would like it noted that Dillon did call late in the day on the 20th and left a message with a number to call back to discuss a resolution. However I have called the number multiple times and the number does not work. It does not ring, when it connects it beeps three times and disconnects. I did email him yesterday after multiple attempt to call and asked if there were issues with the phones on their end and inquired about what the resolution would be. I did not hear anything back from him and tried to call the number again this morning with the same result. It does not ring just connects beeps three times and disconnects. I sent a follow up email to Dillon this morning asking again about the phones and asking if the email I sent him yesterday was received and what the proposed resolution is.

Poor product, installers are either drunks or pot heads, floor buckling and starting to chip.
Lumbar liquidators floor was purchased, installers never called, finally installer showed.. Installed floor and one week later floor starting to buckle..Called 3 x4 times and store manager called GMA flooring..never returned calls..told by GMA installer will call. Never does..Floor buckling and chipping getting worse..

Desired Outcome

At this time a complete removal of flooring and return of my money.. Will contract another store.. INSTALLERS SEEM TO BE DRUNKS OR DOPERS WHO WANT FREE HANDOUT!!!!!!

LL Flooring Response • Sep 05, 2019

We appreciate you allowing us the opportunity to address your concerns. It appears that you have been working with a member of our management team names Merilee *** It also appears that Aaron *** is assisting with these concerns. In your last conversation with Merilee on 9/4/2019, she advised you that she is working with the Field Installation Manager to get your concerns addressed. Please allow 48-72 hours for a follow up call. We appreciate your continued patience in this matter.

Thank You,
Chey ***
Customer Advocate

Customer Response • Sep 17, 2019

These People you mention are on the case but have no pull.. I order a floor fom lumber liquidators on june 6th.. I was told floor would be installed by mid-june. Installers never showed. I went to lumber liq and was told I have to pick up floor, I informed them I am a 100% service connected disabled vet and needed delivery.I was told the floor is to small for delivery!!!!!!!I then paid off floor and picked up boxes. Installer came installed floor, He had a smell of ETOH and an install that is supposed to take 1 day took 3. The installer who was drinking beers on his trips to truck to get tools and etc.3 Days post instillation. The floor buckled..Made several complaints to LL and they sent no one to repair. Been working with Marilee and Chris for 2 weeks now with no improvement. They have no say in fixing to problem.. yesterday several floor boards came undone when a board caught my sock ripping loose a few more boards. I fell an suffered a large hematoma of the R lower extremity. This floor is a DANGER to me and I have to be moved some place safe and the work has to be completed. This floor is defective and I have never had my floors installed properly. So for my safety I would like the whole floor replaced and installed. i

LL Flooring Response • Sep 18, 2019

In further review of your concerns, it appears that you spoke with Merilee J. on 9/16 and she has advised you that she has coordinated a rip up and re-install and leveling of your subfloor. The new flooring will be delivered inside your home. Again, you have our sincerest apologies and we look forward to resolving your concerns.

Thank You,
Chey G
Customer Advocate

Purchase date of the hardwood floor: 01/16/2019.Sales order number - XXXXXXXXXproduct May red oak Nat QC 3/8'' x 5 quantity 176 (sq feet)price $ *** . Total amount $ *** It has 30 years warranty but Lumber Liquidators stores do not accept returns unless the box is still closed. I noticed couple black spot before installation but I thought it is my paranoia and Lumber Liquidators is probably big company and would never sell a defective product. It was installed a week later. The room was not being used. In April I noticed that when you step on the floor it's saggy. We ripped the baseboards, removed the floor and small black spots are visible on both sides of the boards. I contacted Lumber Liquidators. I told them I'm pregnant and I can not be around mold (nobody should). 2 weeks passed with no response from customer service. I emailed them and I got an email that my case was sent to another person. That other person sends emails with level of grammar and punctuation of a 8 years old child. I spoke with her, and her English is perfect - so the style of emails are just her personal choice. I explicitly asked to communicate via the email. They prefer phone (more difficult to trace back who said what). On the phone this person spoke fast. Asked me how much board I have left and agreed to compensate a half of what I have left with the store credit. I do not want LL credit. I do not wish to buy anything from them in the future. I'm pregnant. The room is for the baby. The new floor is being installed. I can not keep all 100% of what I had. I was never given instructions to keep everything. The other option I was given was to send some boards to Laboratory. I don't have much faith in it but I agreed. I was also told the damage is caused by my apartment. But Then how come other rooms were not affected? I asked what if it comes positive for mold and what if it comes negative for mold. I got no clear options in any case. The only guaranteed option was to agree for a 4 box refund of the store credit on the spot. But since I'm sure it is damaged, I want to see if all 100% can be compensated. On the same phone conversation she told me Fedex is coming to pick up the boards, all I have to do is to leave the box outside. I told multiple times I can not leave anything outside my condo. I asked her if she is going to ask me for my availability to be home to meet fedex. I got no response to my question. She never double checked my address either. I think they have my old address on file. I called customer service to complaint about her but they were all sitting in the same room and laughing at my request to talk to supervisor. And at the end of my conversation I was transferred instead of supervisor to the same girl who takes care of my case and she promised (!) is going to ask supervisor to contact me so I can complain about her. My friend who installs floors told me long time ago to give up because Lumber Liquidators will do everything not to refund. Im just wasting my time. My last interaction was with "supervisor Jeff" (never the last name). Based on his phone and extension, he is sitting in the same room as the person who is handling my case. That was 6 days ago when I asked specific questions. No response.

Desired Outcome

Other (requires explanation) refund for the hardwood floor. Not store credit.

LL Flooring Response • Aug 05, 2019

We appreciate you giving us the opportunity to address your concerns. You have our sincerest apologies regarding your experience. It appears that you were working with a representative by the name of Qiana *** who did request that you provide samples to validate any manufacturing related concerns, as this is a part of our process. As a courtesy, we are able to provide you with a refund back to your method of payment in the amount of *** for the flooring only. The underlayment purchased can remain down. It is our suggestion that you have someone check for a possible moisture issue, as mold comes from moisture. If the moisture concern is not addressed, it will cause future issues if another wood product is installed.

Thank You,

Chey G
Customer Advocate

Customer Response • Aug 14, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
I would be very happy to see the refund issued in my original payment method. That's all I wanted. However, the company's response to me was not even close to how they responded after Revdex.com contacted them. So I will be waiting for a refund. Hopefully that comes some time soon

Bamboo flooring purchased 2/17. Is now separating.
We purchased *** of honey strand bamboo, sku # XXXXXXXX, order # XXXXXXXXX on 2/22/17. A lumber liquidator installer followed all guidelines when installing the floor. Transitions were used and the floor sat in my house to acclimate for about 3 weeks. Everything looked fine until July 18, 2019, when boards started to separate in kitchen and foyer. I filed a claim with Chloe at lumber liquidators. When I didn't hear from her I called her and she told me it was a moisture or humidity problem. I told her that it wouldn't take 2 years for that to show up. The wood wasn't cured properly. She said this wasn't covered under the warranty and no one else had complained about the wood I had installed. Now I have to purchase more wood and have an installer correct it.

Desired Outcome

I would like the flooring to be replaced.

LL Flooring Response • Jul 31, 2019

We appreciate you allowing us the opportunity to review your concerns. It appears that your installation was completed on 3/20/2017. The information provided by Chloe regarding the gapping concerns is correct. Gapping that occurs after 2 years of being installed, would typically be a result of a site condition. Any installation or manufacturing related issues would be present shortly after the installation. It would be our suggestion that you check the humidity inside the home to make sure that it is maintained within the 30-50% range, as suggested in the installation guide. The use of a humidifier may be needed to assist is closing the gaps. While we understand this may be frustrating, the product warranty does not cover gapping and you are outside of the 1-year installation warranty.

Thank You,

Chey G
Customer Advocate

Customer Response • Aug 02, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Several people across this country have had this problem. How do you know this is not a defect? This wood was not properly cured before it was installed. Did you send someone out to look at it? This is a blanket statement that you give to anyone with this problem. Like I said before, I've spent quite a bit of money at your store. Never again, and I will tell anyone that listens not to shop at your business.

Firm installed defective floor as verified by independent inspector. Refused to send copy of report to customer. Refused to fix problem.
Purchase date : June 2018
Purchase price : ***
Defect type : floor cupping and buckling
Defect reported : July 2018, one month after installation

In 2018 I contacted the subcontractor and they confirmed damage. They requested an onsite inspection and Lumber Liquidators sent an inspector in 2018 but lost records of the inspection.

Lumber Liquidators also made last minute substitutions to the materials list and lost the records of the materials provided.

Lumber Liquidators also lost records of telephonic contacts to local office, to subcontractor, and to Lumber Liquidators Headquarters and claimed that I did file for warranty, despite telephonic and email evidence to the contrary

In July 2019 Lumber Liquidators sent out a second inspector and agreed to replace the floor under the,warranty, based on the inspectors report.

Lumber Liquidators promised to send a copy of the report to the customer three separate times but never sent the report.

Their actions suggest a deliberate attempt to stall and delay replacing their defective work
.

Desired Outcome

Replacement and damages

LL Flooring Response • Jul 31, 2019

We appreciate you allowing us the opportunity to address your concerns. It appears that Lauren R is actively working your case file. In review of the case file I do see where Lauren sent an email with a copy of the inspection report to you on 7/26/2019, following your phone conversation. It appears that you sent an email to Lauren W (who is another representative with the company) to say that you had not received it. Lauren W forwarded the email to Lauren R and she re-sent the inspection report to you on 7/30/2019.

You have our sincerest apologies for any inconvenience or confusion, as Lauren R is working with the installation provider on how to correct the installation related concerns. I have attached a copy of the inspection report.

Thank You,

Chey G.
Customer Advocate

Customer Response • Aug 02, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Although the firm followed up and forwarded the inspectors report, they did not follow up by a signing a crew to perform the repairs or to provide a timeline for the repair work.

My warranty representative did not return phone calls or reply to emails regarding repair details.

I filed my initial warranty claimed than one year ago. Lumber Liquidators consistently promises repair, then cuts off communication and denies any record of previous contact.

I was not told warranty must be registered within 90 days. 100 year warranty is advertised, and sold to customers which is the reason I bought premium
I was not advised that the warranty registration must be done within 90 days. I made 2 orders at Lumber Liquidators in New jersey, one on 04/13/19 and the other on 04/25/2019. Today is July 25th, which is within the 90 day mark to register the warranty but it doesn't let me, saying its overdue.

I believe this is unfair, I would like my purchase to be covered under the full warranty advertised. Please help me with this. The order information are 04/13/19 order # XXXXXXXXX sku XXXXXXXX for 432.25 sqft. And 04/25/19 order # XXXXXXXXX SKU XXXXXXXX for 136.5 sqft. I purchased the 3/4" x 3-1/4" Select Brazilian Cherry .

Desired Outcome

I would like for my order to be replaced, a full refund and purchase again, so that I may register the warranty. I believe it is bad sales practice to sell a warranty without disclosing the fine print.

LL Flooring Response • Jul 26, 2019

We appreciate you allowing us the opportunity to address your concerns. It appears that your flooring has been registered under the Bellawood warranty. You received email confirmation from Shari H. on 7/25/2019 to confirm this has been completed.

Thank You,

Chey G.
Customer Advocate

Customer Response • Jul 31, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)

Flooring with a 30 year warranty is defective after 3 years.
We purchased 4 rooms of laminate flooring from Lumber Liquidators and installed by their contractor, Valhalla Flooring.
Only the dining area has a problem, which is a different flooring than the 3 bedrooms.
The flooring appears to be delaminating. I filed a complaint on 7/12/2019.
I was contacted by "Ariante" twice. First he stated he had to contact whomever arranged the installation. He called several hours later and told me "There is no warranty, it's water damage".
I asked for an explaination in writing and he wrote back: "Problem caused by water, pet urine, extreme moisture, or improper cleaning".
All flooring is 12mm. 3 bedrooms are Buffalo Springs Chestnut, dining area is Roasted Chickory, the only one with a smooth finish.

Desired Outcome

I would like the dining area floor removed and replaced at no cost to me.

LL Flooring Response • Jul 25, 2019

We appreciate you allowing us the opportunity to address your concerns. It appears that Ariante was working your case file and in further review of the photos, the concerns appear to be seam swelling. Laminate has a plywood bottom and a photo copy top layer. Whenever the flooring comes into contact with moisture of any kind, it can seep under the top layer and causes the seams to swell. While unfortunate, the warranty does not cover moisture related concerns. However, as a courtesy we are able to provide you a store credit for the flooring only, in the amount of *** Please let us know how you would like to proceed.

Thank You,

Chey G
Customer Advocate

Customer Response • Jul 31, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)

35+ areas with grease/dents on freshly painted walls from installers, project manager(Monica) lied repeatedly, sales rep (David *** help
My grandparents spent roughly *** on wood floors and installation from Lumber Liquidators. The entire process has been a nightmare from the start. To begin, the project manager named Monica has been terrible to work with. The events that make her terrible to work with have been 1) Not keeping to the agreed upon installation dates and pushing my grandparents to not have any other choice but to rush their other contractors for the house (painting, appliance installation, trim work, etc.) Painting being the main thing that must be done before the floors can be installed. So my grandparents worked around the issue. 2) She lied about contractors being in the way of her team laying floors when my grandparents complained to the sales rep how the installers left their house after installation (how interference relates to installers leaving hand prints on freshly painted walls is beyond me). 3) The installers left 37(!) hand prints and various grease/glue spots/dings on freshly sprayed walls (we have pictures of every spot) and she refuses to take responsibility. 4) Her installers were supposed to be at the house at 8AM CST today (7.23.19) to finish laying quarter round. No phone call/text from Monica or the sales rep David *** (I'll get to you in a minute, David) to let my grandfather know that they will not be able to make it until 10:30 now. It took us texting her to get a response that "Oh well they can't make it until 10:30 now". Yes because we have nothing better to do than wait on you for two and a half hours, Monica. The way you've managed this project has been absolutely terrible. How you are still employed with this company is beyond me. I wouldn't want someone like yourself representing my company and treating my customers in the manner you've treated my grandparents. Customer service and project management is not your strong suit. For future reference, your guys would not need four days to finish one installation if they showed up on time daily and did not take 2 hour lunch breaks. Do your job and actually manage them properly and you might find your customer satisfaction actually turning positive. Now for David *** David is a typical sales guy. He just wants you to sign on the dotted line and get your money. Once he has your money, there is no follow up or caring about the job as its being completed. Even though my grandparents paid Lumber Liquidators (David *** for the installation of the floors, they are somehow not responsible for the installers they contract to do the work. Hmm, that doesn't seem quite right, David. When reaching out to David on the issue, his response was "that's between you and the installers". How is that so when you are responsible for paying the installers since we paid you? You have a duty to your customers to follow up on complaints and advocate for your customers. Hint: That's how you keep customers coming back to you. Responsibility within this company does not exist from the experience we have received. Passing the blame is what the individual in sales believes in and the project manager's word means absolutely nothing. She won't keep her word. Lumber Liquidators has lost a lot of respect from our family. I hope this review allows others to see what kind of regional representation the Tulsa location is providing. I'm sure the company employs some great sales representatives and contracts with some great installation teams but we were not fortunate enough to get good ones for either side of the job.

Desired Outcome

For them to pay my grandparent's contractor for the wall damage/cleaning that now must be done for the house he completely repainted for them. We inspected the painters work and the grease spots/damage was not the way he left it. The wood floor installers damaged the walls throughout the house that my grandparents paid over *** to have repainted and fixed before floors were ever installed!

LL Flooring Response • Jul 25, 2019

We appreciate you giving us the opportunity to address your concerns and sincerely apologize for your experience. To better assist you, please provide your grandparent's order number, name and phone number listed on the account.

Thank You,

Chey G
Customer Advocate

This company has fell to completed the job in a timely manner. They hired a company who work is unacceptable. This job should have been two days
I sign a contract with Lumber Liquidator July 3, 2019. The worker were to come on Thursday and Friday July 11,and 12 2019. they had trainee they were training on my floor . All of there work had to be remove and redone . Five boxes of plank were destroy as a result of this. Todays date is the 19, of July my work has not been completed as well as no phone call as to when this will take place. My brand new washer is scratch from them moving it as well as it not working at this time. If I had know they had a F rating with the Revdex.com I would not have used this company. I have already received a bill ,but I can't get a date for the generic company they send into my house to do this work. I no longer have a job , no phone calls are made prior to there arrival time. I have sat in my house for hours day in and day out waiting on them to show up only to be told they had and job. It is obvious why they have a regional mgr. to handle all the complaints and discredit the customers. I need a solution for my situation as well as to be compensated for time lost products destroy, and washer broken

Desired Outcome

Resolution is to be compensated for time lost from work and the cost of repair warranty on washer ,refunded five boxes of plank for the damage that was cause by workers. refund the five box never openas well as the bag of Bodtik self leveling. repair where the floor is sinking in from not using the leveling material.

LL Flooring Response • Jul 26, 2019

We appreciate you allowing us the opportunity to address your concerns. We sincerely apologize for any inconvenience we may have caused. It appears that your installation was completed on 7/24/2019. It also appears that you called into the corporate office on 7/25/2019 and spoke with Tori M. who sent you an agreement letter for a refund to your method of payment, in the amount of *** for the above concerns. Please let us know if there are any additional concerns you would like to address.

Thank You,

Chey G.
Customer Advocate

Product/Workmanship: Sample product in store is not the same as what you receive. Poor workmanship on installation.
Complaint: Lumber Liquidators Store # 167 Augusta, Ga 30907
Lumber Liquidators (LL) delivered hardwood (Rattan Maple 3/4" x 5 1/4") flooring to my home on November 1, 2018, acclimation time 1-14 November 2018. Installation started 15 November 2018. Installation completed at the time I got a closer view at the product and workmanship.
The manufacture label on the box of hardwood is Virginia Mill Works. However, on the job order there is a written statement:
Follow the manufacturer's instructions for use of a moisture barrier, wood products are natural with variations in color, tone and grain patterns, not considered a flaw or defect. Characteristics may vary to include sight imperfections in milling, color fading/darkening when exposed to UV sunlight exposure, a reasonable amount of slightly open checks, mineral streaks, knots, and splits not considered defects. Finished flooring will have a plank face that is practically free of most finishing defects such as debris, low ends, missing finish, or scratches. There is a 5% allowance established for pieces exhibiting one or more milling/ finishing defects. Expect variations from samples to installed flooring. Pull from multiple boxes when installing. Refer to the product warranty for details.

My Complaint: Product and Workmanship, December 2018, I expressed my concern on holes in planks to Lumber Liquidator's Corporate Office over the phone and sent photos of areas in the flooring. The team managers from Flooring @ Renovations, LLC of the installer's team that installed the flooring came to my home and put Wood Putty to fill in the holes.
In January 2019, still noticed there's more than 5% of planks that have deep splits, holes, planks that were bumped that left high edges, and high flakes on planks that shouldn't been installed, but should have picked out the best hardwood planks for installation.
I expressed my concerns, to LL's installation manager, and I called the Corporate Office about the issues. I was told by the installation manager of LL they will only turn around and call them, however his team would fix whatever problems I have with the flooring, I was convinced issues with the flooring fixed.
LL manager had his team to replace three planks with material leftover from the installation. I continued to point out other areas to be replace. LL manager purchased two cases of hardwood and brought them over for acclimation. The LL manager told me to go through the cases and pick out the best to install. Later, the team came back started cutting out planks, they removed at least twelve from two rooms.
I told the installer it is too many planks to be replace, so I called LL Corporate Office for help with product and workmanship issue. During the phone conversation, I told LL Corporate Office that the team was working on the floor replacing planks, and I asked should I have them to stop since I called them about the flooring. I informed told by LL Corporate Office to have them to stop work. I expressed my concern to Lumber Liquidator's Corporate Office over the phone and sent photos of areas of the flooring. I expressed that I would like an inspector to evaluate the hardwood product and workmanship.

LL Corporate Office sent a third party to inspect the flooring. Inspector arrived June 5, 2019; inspector informed me I would not receive a copy of the report. The final report sent to LL Corporate Office at least between 20 or 21 June 2019, however I am still waiting for an update from LL Corporate Office.
At this time, the areas where LL team removed planks are squeaking, not stapled down, and the flooring is not sealed. (Inspector made a verbal statement that the planks not stapled in some areas of planks, and flooring not sealed).

Everything I want to say will not fit in this space. I will be mailing in my written complaint.

Desired Outcome

Replace all hardwood flooring with quality product and use a different flooring installation team. The local home store installer have removed planks in more than 6 areas in the floor and all areas are squeaking and missing staples. There are bumps throughout the floor from bumping of the tool they used during installation. Removing the bad plank will not correct the flooring, because it is too many and it will leave me with a squeaking floor throughout.

LL Flooring Response • Jul 19, 2019

Thank you for taking the time out to provide us your feedback. After further review of your concerns, it appears that Aaron is actively working your case file. A third party inspection was performed and there were some installation related concerns. Those concerns have been sent over to the installation provider so that they are able to come up with a repair plan.

The product you purchased is a Rustic grade product that displays the natural characteristics of slight imperfections in milling, color fading/darkening when exposed to UV sunlight or heat exposure, a reasonable amount of slightly open checks, mineral streaks, knots and splits are not considered defects. This information is located on your invoice. The inspection report also explains that the appearance of the boards are consistent with a Rustic grade wood style. Any planks that are not to your liking, should not be installed.

I have attached the inspection report for your review and we look forward to addressing your concerns within a timely manner.

Thank You,

Chey G
Customer Advocate

Customer Response • Jul 22, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
Lumber Liquidators did respond back to me on the inspection, I did accept their plan of action for my flooring, however their plan of action do not change the product that is in my home. Their plan of action for my home is listed below:
(9) Boards with gaps to be puttied
(7) Chipped boards (to be replaced if allowed)
(1) Board that needs to be fastened to the floor.
My complaint in report is on Product and Workmanship.
Product: To my understanding from conversation with Lumber Liquidators this is the way the product should look throughout. I'm not happy that the sample that I looked at in the store is not the same throughout every hardwood plank. The sample in store is deceiving, if it happen to me I'm sure it will happen to other customers.

I feel if they are going to sell this product, they should include in display sample, cracks, deep slits and dots along with planks that have no flaw or defects, however be true about the hardwood product the customers will be getting in the mix.

Now I'm a customer that have spent a lot of money for a product I would have not purchased if I had saw the true sample of product.

Workmanship: Their plan of action is responding to the team workmanship. I did accept for the Lumber Liquidator team to come back to my home to correct issues. However In the beginning of the installation, chipped boards should not have been installed. Different areas throughout the floor the planks is higher in areas not flat preceding to the next plank.
Their is a lot more I can say about Lumber Liquidators installation team, however that will not change the workmanship done on my floor. I paid for the installation of my flooring, I trusted the team to do a good job, but now I'm a customer that have spent money and stuck with hardwood planks unlevel etc.

My experience with Lumber Liquidators Inc., they stand behind their installers workmanship. If there is any issues in the home, it is probably concerns of unlevel flooring, humidity in the house, change of season causing expansion and contraction of the floor etc. anything but team knowledge or skills.

I bought 2 orders of hardwood flooring and installation from them. The first order was installed incorrectly and I have huge gaps on all boards. Help.
Order # XXXXXXXXX ***
Order# XXXXXXXXX ***
Mocha hardwood flooring sku XXXXXXXX
I bought the wood and installation from lumber Liquidators in May 4th and the 2nd order in June. I filed a complaint about the large gaps in July 30 2018 with Joelle. I have had 5 different agents in charge of this complaint. I've allowed 3 inspections and heard nothing until now. They will not replace the faulty wood and will not let me return the 2nd order due to the timeframe. I waited so long to return because I was waiting for them to decide on my case. The Installation owner came out and told my husband and I, that it was not an installation issue but a manufacturer problem. The company says its installation. I paid with my credit card. They said they will not return the 2nd order due to it being past 90 days. It's past 90 days due to their failure to decide on my complaint. They have never had a third party inspect which they are supposed to do. I have had a contractor come out and he says the floor is awful. Please help me.

Desired Outcome

Fix or replace installed wood. Return the 2nd purchase in full.

LL Flooring Response • Jul 17, 2019

Mrs. is currently working with Chey, a Customer Advocate in the Customer Care Department. Chey is partnering with the installation team as well as Mrs. on a resolution.

Customer Response • Jul 20, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I have been asking them for over a year to fix this issue. The owner of the installation company came out and said it was a milling issue not installation. Then Chey called and told us it was an installation issue and they would come out and fix it. I asked how they were planning on doing this but she never responded. They are claiming the spaces are normal expansion and are planning on fixing a few boards when the whole floor is bad. Also, they refuse to return the 600 additional feet of wood I bought to finish the rest of the house. The reason for there refusal is the timeframe. If they had addressed this issue when I first filed the complaint I would have been able to return the extra wood. The time issue is there issue not mine. I have contacted a inspection specialist that they approve of and I have left several messages with no response. I asked Chey for another company that they would approve of and they did not give me one. So, I have a bad floor that has such big spaces that they are filled with junk and it won't come outa day the extra wood they refuse to return.

Customer Response • Jul 26, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I have been asking them for over a year to fix this issue. The owner of the installation company came out and said it was a milling issue not installation. Then Chey called and told us it was an installation issue and they would come out and fix it. I asked how they were planning on doing this but she never responded. They are claiming the spaces are normal expansion and are planning on fixing a few boards when the whole floor is bad. Also, they refuse to return the 600 additional feet of wood I bought to finish the rest of the house. The reason for there refusal is the timeframe. If they had addressed this issue when I first filed the complaint I would have been able to return the extra wood. The time issue is there issue not mine. I have contacted a inspection specialist that they approve of and I have left several messages with no response. I asked Chey for another company that they would approve of and they did not give me one. So, I have a bad floor that has such big spaces that they are filled with junk and it won't come outa day the extra wood they refuse to return.

Purchased hardwood flooring from Lumber liquidators few years ago. Since 11/2018 I have tried to get repairs done
Purchased hardwood flooring few years ago. First complained filled with warranty department in 11/2018 to no resolution. Currently, the floors are bucking and are uneven and plans are coming detached from the floor. It is a hazard for the senior couple living in the home. I've tried calling lumber liquidators back all week to no availability. They call and leave a voicemail, but when I return the call, I'm unable to get ahold of the specialist. I need someone to come take a look at the floors and repair immediately before the homeowners trip and fall. Floors should be under warranty

Desired Outcome

Need a service technician to come assess the problem and repair as it is a hazard for the elderly couple living in the home.

LL Flooring Response • Jul 25, 2019

We appreciate you giving us the opportunity to review your concerns. Briana L is actively working your case file. It appears that you initially called into the corporate office on 9/15/2018. At that time we asked that you fill out and return the General Disclosure Statement and provide 5-10 photos of your flooring concerns. We received the photos and a video on 6/28/2019 and Briana has made multiple attempts (to include email) to reach out to you. We will ensure that you receive contact within 24 business hours to go over some additional questions. We appreciate your patience in this process.

Thank You,

Chey G
Customer Advocate

Customer Response • Jul 31, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I've sent in paperwork and pictures last fall, and again over a month ago. I've finally got a call from Brianna after I filled out the Revdex.com complaint. She also advised an inspector would be calling to schedule a visit and take a look at the floors, as of today I have yet to receive a call or someone to come repair the problem. This has been going on for almost a year and I have not received any resolution. I need this expedited in every way possible.

LL Flooring Response • Aug 07, 2019

We apologize for the delay in response from the inspection company. They typically reach out to you within 3-5 business days. In review of their website it appears that the inspector called and left you a message on 8/5/2019. Unfortunately, we do not employ inspectors and we use a third party company. We are unable to control the scheduling due to this reason. We will reach out to Inspect Solutions to ensure they follow up with you again.

Thank You,
Chey G

On May 11, 2019 I purchased hardwood from lumber liquidator in Dothan, Al they stated that material have to remain in my home to adjust to the temperature in my home. On May 29, 2019 they sent two install to my home they arrived at 8:30 a.m. I received a call from Ricard *** at XXX-XXX-XXXX to stop harass her employee. I was just as for business card from the worker to make sure they was license worker. The van did not have any type of business advertisement on it. I am a single black female at home alone two install show up with no identify on them or the van. They start to work so I step out and went into my master room to the bathroom I heard someone open my drawer in my bedroom why I was in bathroom I did not ask any question, because I have two strange without ID in my home. The more I think about they could have rape and killed me in my on home. Late on that night I was look for money it was miss from my drawer. I call the police, but I did not know any name to report on the incident. On April 8, 2019 my floor are not completed or correct install and my house is still torn up, because I cannot move my furniture back in place. I want my money back so I can put something on my floor so I can live in peace.
Product_Or_Service: install of hardwood
Order_Number: XXXXXXX
Account_Number: XXXXXXXXX

Desired Outcome

Other (requires explanation) I want my money back for the floor and install and theft in my home.

LL Flooring Response • Jul 25, 2019

We appreciate you giving us the opportunity to address your concerns. You have our sincerest apologies regarding your experience. It appears that your concerns are currently being addressed by our Loss Prevention and our Legal Department. They are working diligently to properly investigate your concerns.

Thank You,

Chey G.
Customer Advocate

I purchased 39 cases of laminate flooring. Several cases were damaged upon inspection of materials in my home. Attempts to return were unsucessful
In response to water damage to the fitness area part of my basement, I opted to purchase Laminate flooring from your Lumber Liquidators Store#205 on 6/12/2019. I personally picked up supplies; however, they were brought to my vehicle via forklift and store representatives put the supplies in my vehicle. When I brought the supplies in my home, I noticed that there were several boxes damaged (likely crushed from mishandling via forklift). Given the distance, weight, etc... my contractor advised that he would complete the install using which damaged boxes/flooring he could, then provide me with the flooring that was damaged needing returned.

On 7/5/2019, I attempted to return damaged laminate and was declined (told "NO" by Assistant Manager, Eddie). From my perspective, I attempted to return damaged product within the allotted timeframe of 90 days. Via full disclosure, the boxing was taped and repackaged as best possible to ease carrying from my basement and to facilitate return.

The Store Manager advised that there is no way to distinguish 'FAULT' for the damage further stating/asserting that "I could have damaged the flooring'. My reply was for him to inspect the laminate, which he declined citing/reiterating his reply of "NO" stating that the only person that could veto his decision is the Store Manager. At present, the damaged laminate is at your facility in Dover, DE (Store#205) awaiting inspection by your Store Manager.

Desired Outcome

Refund for returned laminate

LL Flooring Response • Jul 17, 2019

Mr. has been in contact with a Customer Advocate at the Corporate Office and has agreed to refund Mr. for the 4 boxes of damaged product.

The floor was not installed according to the pattern. Worker disconnected gas pipes behind the stove and did convey they needed to be reconnected.
On June 19, 2019, two installers contracted through Lumber Liquators located at 4068 Fernandina Rd STE A, Columbia, SC 29212-3397, came to my home to install a wood laminate floor in my kitchen. Initially, upon completion I thought the work was fine; however, upon further examination, I realized the floor boards did not have a staggered mix of colors in some areas. The colors were clumped together, not in accordance with the store's display. Specifically, the areas by the kitchen sink and the entrance to dining room all have the same color. Also, in one area the boards are not connected flush together.

That is not my only concern. As requested by Lumber Liquidators, prior to the installer's arrival, I had my natural gas provider shut off the gas to my home. Accordingly, the installer disconnected the gas pipe to my stove in order to complete the floor installation. The installer did not reconnect the gas line nor did he convey to me that they gas line needed to be reconnected. When the gas was turned back on by my gas provider, I was unaware the gas line was not reconnected to the stove. I had a plumber/gas technician come to my home for a separate issue. He looked at the area behind my stove and communicated to me that the gas line to the stove was not reconnected. He explained, "Ya'll could be dead." The plumber said it should have been reconnected. In turn I called Lumber Liquidators to express my displeasure with the lack of communication about the gas line, the disregard for the safety of me and my family, and the aesthetically displeasing appearance of the floor. The gentleman I spoke with conveyed that it was against the company's policy for the installer to reconnect my gas line to the stove even though it was the installer who disconnected it. He said the installer could be fired for reconnecting my gas line. I advised him that the installer did not even convey to me that he could not do so and that I needed to have the gas line to the stove reconnected. The gentleman apologized, but the apology did little to remedy my concerns over the danger in which me and my family were placed.

I visited the store on Fernandina Road on Sunday, June 23, 2019, to return some unused materials. I spoke with Greg regarding my dissatisfaction with the floor's appearance and showed him a picture of the floor. He said the store would fix the floor using the same materials in my possession, and they would reimburse me for using those materials. Thus, I did not return the materials. He conveyed someone would be in touch with me on Monday, June 24, 2019. No one called me. So, by the end of the business day Monday, I called again, and spoke with Greg. He explained that Mondays are busy and someone would be in touch with me. So, I waited until Friday, June 28, 2019, to call again. Once again, I spoke with Greg who conveyed that it was no excuse that no one had gotten in touch with me yet.

Desired Outcome

I would like my floor reinstalled in the areas described above.

LL Flooring Response • Jul 09, 2019

I have sent an email to Ms. to discuss her concerns further and partner with our installation team on a solution we can agree upon. We can schedule an assessment with our installation team this week.

Customer Response • Jul 19, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
The response was accceptable.

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Address: 3000 John Deere Rd, Toano, Virginia, United States, 23168-9332

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