LL Flooring Reviews (%countItem)
LL Flooring Rating
Address: 3000 John Deere Rd, Toano, Virginia, United States, 23168-9332
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Address: 3000 John Deere Rd, Toano, Virginia, United States, 23168-9332
Phone: |
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Add contact information for LL Flooring
Came to install floors. Worked 2 days and never came back to finish. The install is no where to be found and no answering calls.
Started installation on 6/19/2019. Put flloring down in bedroom,kitchen,and livingroom. No trim has been added to these room to complete. Bathroom floor is partially done. 2 bedrooms and another bathrolm havnet been started and no trim has been added anywhere in the home.
Looking for floors to be finished and reimbursement.
The Professional Independent Contractors Lumber Liquidators partners with have contacted Mr. and Mrs. regarding the scheduling concerns they faced with the installer responsible for their flooring installation. A date has been scheduled for July 2nd to complete all work.
(The consumer indicated he/she DID NOT accept the response from the business.)
I would still like to be reimbursed for some of the installation. Yes it was rescheduled to be finished and there has been a person working very hard to fix and start from the beginning again. He will not be able to make it out now until the end of next week to finish the job. I apperciate his quality in work. Due to damages done at my house from the previous crew and now more supplies is being needed to replace the broken ones from the previous crew and this is now going on 3 weeks I would like to be reimbursed. This was a job that was only suppose to be 3 days long and has turned into 3 weeks. My finace is in a wheelchair and due to all of this he has bed sores due to having to sleep where ever we can find a place to sleep in the house. So not inly is the damages to my house, supplies, and time this is causing medical issues.
Lumber liquidators sold use defective vinyl plank and they don't want to issue a refund.
On May 6, 2019, I purchase 1205.13 square foot of Rail Tie Oak vinyl plank flooring from Lumber Liquidators. We began installing the floors and noticed the planks were separating. We contacted the Tallahassee store and spoke to Mike who said he has had many customers who have complained about the same issue. He said we would need to purchase some glue from them and the glue would hold the planks together. We followed his recommendation, but the planks still separated. I filed a warranty claim and it was denied. I was told I was not supposed to install defective flooring even though there is no way to tell its defective until its installed. Once we noticed it was separating, we stopped further installation immediately.
Full refund of the flooring and underlayment purchase as well as reimbursement of labor costs.
Lumber Liquidators commissioned a project assessment by an independent contractor in March of 2019 that noted areas on their subfloor that were not in tolerance for flatness of the subfloor and recommended 7 bags of self-leveler to correct these areas. However when Mr. and Mrs. purchased the materials and installed their floor outside of our independent contractor, they only purchased 3 bags. Mr. and Mrs. contacted Lumber Liquidators regarding the separating of their floor and the store manager assessed their concerns in June 2019. There were many high and low spots in their subfloor up to 3/4" out of flat, this was found where the floor was separating. This was measured by 8 foot long 2x4. The separation of the floor is not due to the locking mechanism being compromised, however due to the deflection of the floor, as the subfloor is not within manufacture specifications.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the attached estimate indicates 7 bags of self-leveler were recommended for the ENTIRE project. As we are not yet finished with the ENTIRE project, only 3 bags were needed and purchased thus far. In addition, Mike (who clearly knows nothing about flooring), said he estimated we would only need one bag to level an over 200 square foot area. Second of all, when Mike came to my home, he had with him a 2 X4 to check if the floor was level. A legit business does not use a 2x4 that may or may not be level; an actual level is needed. Furthermore, we took up the entire floor and redid it and the planks are staying together at least for now. So, if Lumber Liquidators is suggesting that the reason for the planks separating is due to the subfloor not being level, then why are the planks that are still on the "non leveled subfloor" not staying together? Did I mention an employee in the Tallahassee store, when we came in to ask questions about the product they sold us, admitted he "knew nothing about flooring" and would have to get his manager to assist. This company is a joke! We will NEVER purchase anything from them again and their name will be sprayed to everyone I know!
I am made two purchases with lumber liquidators. One of them is for floor tiles and underlayment on June 3, 2019 and another purchase is for wood floor and stair nose on June 6, 2019. I have my own installer, who was gonna start installation at property starting June 20, 2019. I have bought these two separate purchases way before my installation date so it could be available by June 20, 2019 which was my installation start date. All those dates were discussed with lumber liquidator sales person Stan Trojek, who told me at the time of purchase that it will be available for pick up or delivery by the second week June. After he mentioned these thing I felt strong about my decision to go ahead and purchase these items. My purchase that was made on June 3, 2019 was available to pick up in the store few days after my purchase along with part of my first order which was the underlayment but not floor tiles. I called back on the second weekend of June on Saturday around 9:00 am to check the status about my floor tiles and I was told by store manager that they have not received it and to call back at 1:00 pm in the afternoon. I called later that day and it will not come this weekend but will be here next weekend which was already gonna pass my installer's starting date of June 20, 2019. I was very upset about this but still dealt with this situation. Then I get a another call on Monday the June 17, 2019 by store manager Eric about my floor tiles now gonna be delivered on either June 28, 2019 or June 30, 2019. I was very upset about it as I was planning to 4th July party at my house and invite my friends and family to showcase my new floor and also plan my daughter and son birthdays which are coming July and August. Not to mention my installer is now have wait for it while we could pick up another job somewhere else. My installer was little upset with me and asked me to pay him a delay fee. Also, My wife was gonna take time off from work so she can keep eye on the installer and had already submit time off request and later on had to cancel it. Her management was very upset with her. Lumber liquidators store manager did not offer any help and try to offer me free shipping to my house. This does not help me as I was gonna pick this order up from the store at my expense as their shipping charges was very high. Later on June 19. 2019 I called costumer service to seek for help and spoke to Angela. She did not offer any help and try to get me to cancel this order. I told her that I do not want to cancel this order as I really like this tiles that matches my house. Not to mention that cancelling this order is the easy way out for them. They caused so much frustration for me and my installer. Then, I get an another call from the store manager Eric on June 20, 2019 saying I have a bad news for you that your floor tiles now going to shipping on the second week of July. I was at work this time and told him that I will talk to him later. Now, I do not know what to do I feel like I am stuck them, I do not know what to tell installer, my kids for their birthday and friends and family who I was gonna invite on 4th July celebration. I called the store manager back Saturday June 22, 2019 and again got no help from him. Also, called costumer service back the same day and spoke to Cameron. I asked him that I wanna talk to your manager and he said that manger is not available until Monday. He did not offer any discount or help either. I am seeking your help in this matter. Please help me out. Store address is 9655 S Orange Blossom Trail, Orlando, FL 32837. Store Phone number: XXX-XXX-XXXX. I am also attaching my receipt for the floor tile purchase that made and paid in full.
I would like *** discount for total of my two separate purchases, Also, i would like to get my floor tiles delivery as soon as possible and would like to know the day it will be delivered by in writing by their management. Hopefully this will end soon and maybe not this time but next year i will be able to celebration my kids birthdays with new floor installed. Again, I do not want cancel my order. Thanks
Lumber Liquidators Customer Advocate, Angela has been partnering with the store management team on resolving Mr. and Mrs. concerns as quickly as possible. It appears as though the tile floor is on back order. The store has absorbed the cost of shipping due to this inconvenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
Still did not provided me the exact date for arrival of the tiles. Again, keep bringing free shipping as originally I was going to pick this up myself so free shipping is not something special they doing for me. I would like to see little more because it has taken over a month. Also, back order on tiles is a lie because after providing my installation date Stan sold me those tiles to be arrive before my installation date of 06/20/19. Very unprofessional to handle their business.
Lumber Liquidators provided bad hardwood floors that I then installed in my home.
I purchased about 1400 square feet of bamboo flooring from lumber liquidators. About 2/3 of the product that was delivered had the wrong finish on it. I notified lumber liquidators. After a lengthy review process their only offer was a store credit that did not even cover the cost of materials. They have in as much admitted that the product is bad. Also, by the action and lack of action they have shown they have absolutely no concern for residential customers. They do not follow up quickly or regularly when information is requested. They give you no information as to why they believe what they are offering should resolve your complaint.
They delivered a bad product, they know it, and they simply do not care.
contact lumber liquidators and notify them that their business practices are not ethical and they are at risk of legal action
Lumber Liquidators issued a store credit for the full 1,400 square feet of bamboo flooring that was purchased. We did request to review a sample of their material, however we were not able to determine if the difference between the matte finish and glossy finish is in fact a manufacturing defect.
Our Senior Supervisor of Customer Care contacted Mr. on June 29th, 2019 to discuss resolving this matter further.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by the senior supervisor of customer care and we have started to work this issue out together. We have verbally agreed to some details on how to resolve this issue. However, we have not yet come to a specific agreement. I do believe that Lumber Liquidators is taking the appropriate steps at the moment but until we have an agreement in writing I will continue to leave this as an unresolved matter with the Revdex.com. Should Lumber Liquidators follow threw with the terms that we agreed to on the phone I will be happy to mark this issue as resolved and count myself as a very satisfied customer.
Lumber Liquidator is not willing to pay the total cost to repair damages inflected upon my home by their installation team.
In February of 2019, Lumber Liquidators replaced the defective flooring in my home. After the crew's first day of demolition, I contacted the owner/manager of PCBB flooring and advised home that the crew needed to be cognizant of the rooms in which they are working. I informed him that the rooms were recently renovated and the the crew was damaging the walls with hand marks that can not be wiped off due to the type of paint on the walls. The next week the installation crew came to install the new flooring. This crew worked clumsily and carelessly throughout the house. There is glue on the walls, trim and window sill. They hit the walls, doors, and trim with the mallet leaving black marks. These marks can not be off and requires that they wall and trim be repainted. The flooring has many deficiencies. There are at least two places where there is a gap in the flooring as well as the flooring being unleveled in specific places. There is a large space between the quarter round that is applied to the same wall but do not touch. The installer "floated" it to fix it instead of reciting the quarter round molding to get an appropriate cut. I have stated and documented that the installer's craftsmanship is in woefully inadequate yet Lumber Liquidators insists that he is is to rectify the deficiencies in the both the flooring and the damages to my home. However, the installer has come to home twice to rectify the problems that I reported. He was not able to correct the deficiencies after two previous visits, therefore one should of expect a customer to continuously schedule a repair date with an installer who is both incapable and unwilling to correct the deficiencies
appropriately. The installer also was late three out of the four days that he was completing the installation. He was a "no show" for two of the days that he was scheduled to complete the flooring instillation. On the Saturday that he was supposed to be a the home for noon he showed up after three in the afternoon. He rescheduled the appointment for Sunday fro 9:00 a.m. He called at 8:45 stating that he would be late due to having a flat tire. Nevertheless, he was given sufficient opportunities to address the issues with the flooring and the damages to my home.
I would like the following resolution: One box of flooring (as per email) Payment of total cost of paint estimate
Lumber Liquidators and our Professional Independent Contractors made multiple attempts to schedule a date to touch up paint in Mrs. home. These dates were cancelled by Mrs. days prior as well as on the scheduled date. We have documentation of these cancelled requests by Mrs. if needed. There were two areas in a formal dining room that had finger prints that were removed using a Magic Eraser by the installation team. There was no other damage done to the paint that was caused by the installers, as they have white mallets, not black rubber tools. However they made attempts to touch-up areas, as they do staff a painter. This service was refused as Mrs. informed them that she has plans to paint the interior and exterior of the home. Lumber Liquidators offered *** refunded to Mrs. as she refused for the installers to return to her home. That offer was declined.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Lumber Liquidators is fictional and is organic in each recall of events. There was never a scheduled date for the installer to return to my home to repaint the rooms that they damaged, therefore there was no need for me to cancel an appointment. There is no communication via text, email, or otherwise to support this claim.
Lumber Liquidators and the sub-contractor were aware that the rooms were recently painted and free of any defects. On May 20, 2019 Lumber Liquidators made an offer to settle my claim for *** which was half of the estimated cost to have a paint professional repair the damages that the installation crew inflected upon all of the rooms in which they worked (offer is attached). Their rational for the offer was due to the "installer not being able to come to the home to fix the issues" (letter attached detailing events that occurred during the week of installation). Futhermore, the use of the Magic Erasers on the walls in the living room did not rectify the damages, it made it worse. Now there are sheen marks on all of the walls that they used the Magic Erasers on. A paint professional would have been knowledgeable about the limitations of the paint that was on the walls and would have advised against using a Magic Eraser.
I have attached a photograph of the living room during installation. Please note the black mallet in the lower left hand corner of the photograph. The black mallet was used in all of the rooms requiring flooring. The installer smeared the black mallet marks when he tried to wipe the stains off of the walls.
He also used the wrong type of caulk.
There was never an offer of a professional painter to repair the damaged walls. It was my understanding that the two people that used Magic Erasers on the walls would repraint the rooms, which was the installer and the demolition supervisor. The installation team did inquire about there being suffucient paint left over since the rooms had been recently painted.
Lumber Liquidators is responsible for the damages to the rooms, therefore they should honor the paint estimated that was submitted per their request.
?bad product,false advertising, sloppy,crooked 3rd party installer from LL, poor complaint handling,and failure to take responsibility for the result!
I bought hardwood floor (Brazilian Chestnut) from the Lumber Liquidator (LL) store # *** at *** St. W., Mississauga, ON in June of 2017 and had it installed by a third party through LL.
Initially,I was pleased with the product, although I wasn't pleased at all by the installer (who took all the extra flooring without my permission and disappeared,never to be seen again despite several calls to him and his manager).
Anyways, my new flooring looked great until the winter of 2017, when I began to see significant gapping between the planks in many spots. As the defects were quite unsightly and far more than one isolated spot or two, I visited the store multiple times and spoke to two different managers (Chris then Shawn) but didn't get anywhere. At one point a store employee advised me that the problem could be solved by keeping large buckets full of water in my condo, which I did out of desperation, but to no avail.I even tried to contact the product's manufacturer through their website but got no response.
Recently, I visited the LL store once again and met a third manager, Ashok *** who listened to my concerns and provided me with the LL's customer service e-mail, but told me there was nothing more he could do as my warranty has expired.
Finally I got to the right place to complain. Initially, Andrea handled my complaint and later I was passed to Qiana. I went through the formal complaint process, submitted a disclosure form and sent numerous pictures of my unsightly flooring as required, both digital and paper copies. I spent a good deal of time on back-and-forth e-mails and phone calls, only to be told that nothing could be done as my warranty has expired !!!!!!!. I asked to speak to a supervisor/manager but he wasn't there, so I left him a voice message, and sure enough, haven't heard back from him. I e-mailed Andrea and asked again to speak to manager but haven't heard back from anyone.
You can see what my floors look like by going to my Shared Folder on Google Drive at
***
Here is some specific information
Problem Date: fall/winter of 2017
Purchase Dates: 19.06.2017, 24.06.2017
Model Numbers: XXXXXXXX/BWENBCH5/2009/10
(BELLWOOD ENGINEERED BRAZILIAN CHESTNUT 1/2 X 5 1/8 SEL)
Order Numbers: XXXXXXXXX and XXXXXXXXX
Account Number: N/A
Sales Rep:
Payment Methods: Mastercard and Visa
Payment Amounts: CAD *** + *** + *** + *** - XXX.XX +
Lumber Liquidators has sent me a sloppy, crooked installer who did such a poor job with my flooring and took away all the remaining flooring without permission, then they failed to lead me to the right place to complain for about 18 months, and now they won't take care of this problem because my warranty has expired !!!!!! By the way, the product I bought was advertised as having a 100-year warranty (yes,one hundred years) and here is where we are !!!!!!!!!!!!!!!!!!!! I am profoundly disappointed with my flooring and the negative way it affects the value of my condo, and strongly beleive that Lumber Liquidators should be responsible for repairing my flooring or replacing alltogether it if need be, otherwise they should refund my money in full.
I spoke with Mr. on June 12th, 2019. His floor was installed July 2017 and is now outside of the 1 year installation warranty coverage. I have reached out to one of our Professional Independent Contractors and they have scheduled an assessment of Mr. floor on June 22nd 2019. I will follow up with Mr. after the assessment to discuss the next steps.
The installer has only showed 2 days and we haven't heard from him since. The store in Grand Junction, CO doesn't seem to care.
My husband and I bought flooring to be installed (laminate) and paid for old flooring to be removed, including moving furniture, for our entire house except the bathrooms. The installer didn't show the first day - didn't show the 2nd day - finally showed the 3rd and 4th days but with minimal work done - hasn't shown since or called the entire time. When I called the store to complain (at 9am), they said the store manager wasn't available but they'd try and reach the installer. I requested a return call and a team of employees to get the work done. When we called back at 4pm (because they never called us), they said they were to busy and the manager would call tomorrow. Our cost was $7100. The installer nor the sales team seem to care and are in no hurry to help us. Again, this location is in Grand Junction, CO but we were directed to report from the Headquarters location in VA.
We want a the tear out of old flooring and install of new flooring completed by this Saturday (6/15/19) and a partial refund for services not performed timely plus their sales associates to learn their job and what customer service is.
The Professional Independent Contractors measured the ***'s home, however failed to document that the master bedroom was included in the job. Because of this missed opportunity, the original work order did not have the master bedroom included. After this concern was addressed by Mr. and Mrs. during the time of installation, Lumber Liquidators absorbed the cost of the materials as well as the installation of the master bedroom due to this inconvenience. a 10% discount was also applied to their entire order. The store and installation team had to change the scope of the work, which caused a delay in scheduling the install. This included a lack of communication to detail the process moving forward for Mr. and Mrs..
As of June 25, 2019 the entire installation has been completed.
We ordered flooring for three rooms from Lumber Liquidators, we brought blueprints of all of the rooms to our local store and they didn't read the measurements correctly. They sent a women out to measure the floor again to give us an estimate on installation and make sure we had enough supplies for the job and she also measured the floor incorrectly, this resulted in being six boxes of flooring short and a roll of padding. On the day of install the installers told us that our local Lumber Liquidators ordered the wrong wooden floor seam strips so we had to go back to the store. The employee from Lumber Liquidators said "they do not know what they are talking about or doing!" They said this about the people THEY sent out to do my flooring. We where then charged for six boxes of flooring because they measured incorrectly, we should have never been charged for their mistakes... We called customer support and they said they would refund our six boxes we had to purchase that day. Weeks later and we still hadn't received the refund. It took over five calls to simply get a refund for something we shouldn't of been charged for in the first place. They also didn't have the same floor seam strips so they told us that we could pick some up at another store location that was over a half hour away... That wasn't possible when we had the installers at the house. So we now have a different color wooden strips on our floor and they never offered to order the right ones to install later. We had a water leak that required the concrete in the kitchen to be jackhammered up and new concrete poured. The installers didn't notice this and installed the floor on top of this without leveling this location. This caused the floor to buckle when walked on. There was also another spot where there's was a small rock that was breaking through the floor. I had to get the corporate office involved to get my refund straightened out and to get the flooring fixed. I explained to the lady from corporate customer service that we should have received more compensation for all of our issues but she expressed that Lumber Liquidators has already done a lot for us. All they have done was caused us issues, tried to charge us for extra things we didn't even require such as moving appliances and a few other things, gave us the runaround for a refund for something we shouldn't of been charged for in the first place, shorted us six boxes of flooring and a roll of padding, ordered the wrong product and said the people they sent to our house didn't know what they where doing. Lumber Liquidators didn't do anything other then submit a warranty claim. When I said we deserved furthermore compensation for our problems the lady from corporate made it seem like the they where doing us a favor for getting the floor fixed with a warranty claim and stated that they also paid for an a box of flooring that was needed for the repair for issues their installers created. I wouldn't recommend Lumber Liquidators to my worst enemy. It is extremely rude that they are telling customers that their third-party installers don't know what they are doing. That makes that company look bad when in reality lumber liquidators just needed to point the finger of blame to someone else when it was them who ordered the wrong items. That employees of the install company make a living off of installs and Lumber Liquidators is bashing their name to its own customers....
We have a whole house that needs new flooring and we will definitely not be contacting Lumber Liquidators for any other work.
Terrible company! I would not even buy anything from Lumber Liquidators in the future. We bought and installed a laminate flooring from them last December 2018 and just the first week of having the laminate installed in our bedroom we are all getting sick and having teary eyes and sore throat. They had issues with their laminate flooring a few years back where there is a lot of formaldehyde on it and people got sick. They got sued for it and they said they no longer sell such product. Apparently the one we got is still contaminated. We never sleep in our bedroom for 6 months since we had another spare room and I was thinking the smell would go away anytime. Six months pass *** the smell is still there, we tried a few times to sleep back and forth between those 6 months actually and everytime we do we get sick. We thought it was just a coincidence that we get sick but after those months of not having been able to sleep in our master bedroom we finally had enough and called Lumber Liquidators about their product. All I got was someone telling me their product was ok and they won't even send somebody to investigate. I decided to have the floor removed and we got a carpet instead from *** I am still trying to get refund from Lumber Liquidators about their defective and dangerous product. The guy who removed the floors actually told me he did smell it too when he was removing the floors. Be very careful buying from Lumber Liquidators. I will not recommend any of their product.
I bought bamboo from lumber liquidator in october ,2018 and I install my floor after acclimation of the wood. In march 2019 of march my floor was moving and crowning in two different area. I called them about the isuue but tjey told me to call regional center. Then when I called them they told me they will send someone to take a look at my floor. My floor has warranty for any defect. But they failed to do so. I have not received any phone call from them or anyone came to resolve the issue. So I called my contractor to fix the issue. He tried fixing the floor and the floor was okay for a month. Now my fllor is crowning in the same area and another area again. I have spent so much money on my floor and I have to go through with this situration is not fair for me. I spent *** for the material alone and *** for labor.
Product_Or_Service: Bamboo
Order_Number: XXXXXXXXX
Account_Number: Dont know
Other (requires explanation) I want the refund back on this material. I dont want any replacement with this company and i dont trust their material anymore. I want full amount of refund and i want to replace my floor with different company.
Lumber Liquidators has spoken with the contractor, Mr. Pokazanev, regarding Mr. concerns of buckling and he stated the floor has experienced water damage and he has made repairs to the floor. Our Customer Care representative made multiple attempts to call and email Mr. regarding his concerns. The file was closed on May 8th 2019 due to no response.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any phone call regarding this matter from lumber liquidator. if they have tried calling me, I have answering machine at my house or my cell, and how come I have never had any messages from them. Not only that, the contractor guy came to fix my floor after threatening him and it went back the same issue in different area and the old area that he fixed. So when I called him second time, he said " borrowed him *** but littlely I have paid for the fixing the floor for that day. I have never received my money back from contractor. That contractor and lumber liquidator and scamming customer money.
1. When I bought my material, he has never bought all the material that I bought and he brought to my house just enough for the work. The material that paid for were more than I needed and I did not have enough left over to fix the floor. I have to paid for more than *** dollars to buy material to fix my floor. I have given them many changes regarding matter to fix my issue but they lied about calling and fixing the issue. I was the one initiating and paid for it again for my floor. I even doubt that material that I bought were not label as it said probably made in china. I have spent the same amount of money as other company and other company material have high quality than lumber liquidator. Liar contractor and liar company cheating customers money. If they can't fix this matter, I have to bring the legal people in this case.
A Lumber Liquidators Customer Relations Specialist sent emails to the address on file, ***@sbcglobal.net, on April 19th, 2019, April 30th, 2019, as well as May 8th 2019 with no response. The floor was purchased at Lumber Liquidators, however the installation of the floor was not a service Lumber Liquidators provided, therefor we cannot be held accountable for their missed opportunities to remedy the concerns addressed. I have sent an email to the address above to request further communication directly.
Multiple delays on ordering material, installation which resulted in damage to additional portions of home, and unsatisfactory support to fix issues.
Purchase Date 07/07/2018
Order #: XXXXXXXXX and XXXXXXXXX
Total order cost: ***
Customer Service Reps: Donna, Jasmine, Michael, Leslie, Dillon and Stefanie
Hardwood floor materials were supposedly ordered on date of purchase with installation beginning in 4-6 weeks. Materials did not arrive within specified time and customer had to call to receive status update. Material was not ordered and pushed Materials arrived and during removal phase, installers did not put up plastic or tarps to cover home and had to be requested by customer to prevent debris, dirt and dust coverage in home. Walls, baseboards and wood cabinets were dented, scraped, and marked with tools deforming original condition. Debris was left all over the home and created an unhealthy living environment (i.e. inhalation).
During installation phase, installer cut floor boards inside garage without customer approval. Debris covered the garage floor, countertops, stair railings, window sills, windows, mantels, installed floor, sinks, and walls. It took 5-6 hours for customer to dust, wipe down with wet cloth, sweep, vacuum, and mop to remove leftover debris. Installers rushed work, did not complete or reinstall washer/dryer which was removed for work. It took a week for them to come back to do reinstall washer/dryer.
After installation, customer noticed many floor boards were dented and incorrectly installed. Either too long which caused bowing or too short where shoe molding would not visibly cover gap to adjacent wall. Customer service (Donna and Jasmine) was contacted and ten complaint forms were filed with 108 pictures of damage. Customer service (Donna) requested customer to apply blue painters tape to floor boards which required fixing and assured customer floor will get fixed and finished (i.e. dented boards replaced, shoe molding installed and all dents, scraps, etc. would be patched and painted) Customer spent many hours on phone and email to sort out resolution.
Installers did not return until January 4th and 5th of 2019 to fix boards. One of the three installers was caught picking up the tape to prevent having to replace the boards. The hardwood oxidated so clear discoloration was noticeable between the board with no tape and where the tape was located. The installers left again without finishing the job. Installed incorrect molding in some areas of home and again debris was left everywhere. Customer spent another 5-6 hours cleaning up.
Customer service (Leslie) and the installer lead (Louis) were contacted to determine when job could be finished and completed. The customer requested installers not to return due to lack of professionalism, integrity and dishonesty. The installer lead suggested a painter to fix the dents and markings on the walls/baseboards. The painter came to home to perform a job survey and stated he could finish the floor at the same time to original condition.
The painter and coworker worked April 4th and 5th of 2019. They were unable to complete the job, unable to fix cabinet marks, shoe molding not fully installed, molding cuts inconsistent, portions painted do not match original condition, paint on baseboards have debris under paint, they painted without tarps or tape which left paint on hardwood, painted shoe molding indoors with roller scattering paint specks on to hardwood, tried wiping paint off hardwood with Magic Eraser which removed glossy finish, left cut molding nails on hardwood, left black scuff marks on hardwood, left debris in garage, driveway and front porch from cutting material. Customer spent additional hours cleaning to remove mess and requested painter not to return due to inability to complete job sufficiently and lack of paint prep.
Since then, customer has emailed and left multiple voicemails to customer service. There has been little contact and no resolution has been determined to complete the job or compensation for customer to complete the job themselves.
Due to the fact Lumber Liquidators and their contractors were unable to complete the job, I would appreciate the remaining balance on the purchase to be compensated along with compensation to hire professionals to complete the unfinished work and/or for materials (i.e. paint, tools, etc.) and payment for customer to complete the job. Work still required consists of cutting and installing shoe molding, patching and painting baseboards, patching and painting walls, patching and staining or painting cabinets and cleaning of home.
We have been working with the customer from our end. He is actually working with my Director, Bill.
Lumber Luquidators admitted fault and agreed to refund us for doors that they made obsolete. However, they have quit responding to all communication
My wife and I purchased a condo in Santa Monica last June. Before we moved in we purchased a new wood floor at Lumber Liquidators and hired them to install a new floor and baseboards. They installed the new floor well but did a terrible job installing the baseboards leaving glue on each baseboard. More problematic is the fact our four closet doors (technically eight doors in total) were unable to go back up after the floor was installed. This was never mentioned as a possibility before the installation process. Our doors were glass mirrored doors (floor to ceiling) and framed in a gold material. The doors were left in the living room of our 1,400 sq foot condo for us to deal with.
After calling to complain the installation crew was sent back to try to put the doors up again. This was unsuccessful and the doors were again placed back in our living room. We complained further to Lumber Liquidators regarding the issue and after a lot of back and forth Lumber Liquidators agreed to pay for us to install replacement closet doors (I have this in writing).
The timing of this was unfortunate as my wife and I were getting married last fall (October 2018) and we proceeded to take a three week honeymoon. Our contact at Lumber Liquidators told us not to worry as the company would still reimburse us when we were ready to install the doors. With useless closet doors having sat in our living room for 5 months we threw our the old doors with our on labor as they looked terrible sitting out in our small condo.
In March 2019 we contacted our person at Lumber Liquidators (Donna) stating we had finally found somebody to install the four sets of doors. Unfortunately, Donna was no longer at the company so we were referred to a new Lumber Liquidators representative.
We went over all the issues we had with Donna with our new representative, Amanda. I informed Amanda what Donna had told us about reimbursing us for the doors. Amanda pushed back a lot until I provided emails I had saved and after she reviewed my calls with Donna. She finally confirmed that Lumber Liquidators had agreed to reimburse us for the purchase of our new doors and asked me to provide estimates for the cost of the new doors.
I provided a few door estimates to Amanda which ranged from *** to *** The expensive price of the doors was a result of the custom size of each door that was made obsolete by Lumber Liquidators. The approximate door sizes are 95hx89.5w, 95hx70.5w, 95hx52w, and 95hx46w. These dimensions make the doors custom height and width which makes each door costly.
After I provided these to Amanda she told me that this was no longer what was required. Instead I needed to provide a receipt of the cost of the doors that were made obsolete. This was never communicated to us before this point and it was not what had previously been agreed to with Donna or Amanda. It was also impossible as the previous owner had installed the doors that were made obsolete. As I stated earlier, we installed the new floor before we even moved in. It was extremely frustrating that Lumber Liquidators continued to move the target whenever it seemed we were close to a resolution. To make matters worse Amanda and everyone at Lumber Liquidators quit responding to my calls and emails. Since the process began there have been at least 20 unreturned calls or emails including my last 10 calls and emails.
With no end to this ordeal in sight my wife and I secured doors on our own as it was driving my wife crazy and it was approaching a year living without closet doors. We have started the process of resolving the matter through alternative means as Lumber Liquidators is clearly acting in bad faith. Since we contacted Lumber Liquidators again in March we have been treated terribly, lied to, and our time has been wasted. It makes me furious Lumber Liquidators would treat a customer in this way when we have handled everything in a professional manner.
We would like to be refunded in full for the doors we have ordered. Additionally, we would like to be refunded for a painter to come remove the glue from the base boards and repaint them.
Lumber Liquidators has partnered with Mr. to work together on a resolution for compensating the replacement costs of his doors. We are reviewing invoices submitted by Mr. and will come to a settlement offer shortly.
I visited a Lumber Liquidators, to be exact, #1077 1717 N Central Expressway, Plano, TX. I went in at 8:05 am and no one was at the front counter. A trainee came to the front and nicely stated he was in training and someone would be with me soon. At 8:17 am a man with black hair comes from the back and immediately tells me, "I'm busy." I was hoping to hear at least, "I'll be with you in a minute," or, "Good morning, I'll be with you shortly." All I wanted to do was ask when their earliest available time to come out and complete an estimate and how soon can they begin work after picking the product. I was put off by the non existent customer service. I would like the company at this location to remember that customer service is the driving force that completes the sales.
I bought 1600sq/ft of flooring at a cost of over *** I have a major amount of damaged product that the company refuses to come, forcing me to trash
I purchased 1600sq/ft of flooring that cost over *** Dry want me to go oh each box and find and despose at my expense. They refuse to send a pperson to come and remove the damaged flooring. They did state that they will replace the damaged flooring but will have me to do all their work at my expense.
They are practicing neferious in their business.
Lumber Liquidators need to provide a person or personnel to go through 1600sq/ft of trying and remove from the property and replace all bad flooring. This should not be the home owners responsibility for their damaged product to be gone through and replaced. The product is very poor quality and needs to be of same quality as in the store display.
On May 2nd, Mr. has contacted our customer care team. We have asked for photos of his floor and we will have a product and warranty specialist assist him with his flooring concerns.
I purchased gift cards but when I went to use them they showed *** balance. A phone agent stated I can complete my order but the sale has now ended.
April 9, 2019 I purchased *** worth of gift cards to utilize multiple payments for a large order. It took several days to issue the cards and a phone agent said not to worry the price would not change until Tuesday night. When I went to use the cards they showed *** balance and I could not complete my order. I have sent the attached correspondence but have not heard back about resolving the missing funds or if my order can be honored at the price quoted in my basket (also attached).
Please apply the *** to my cherry wood order (23 boxes) or refund the gift cards back to my credit cards and allow me to pay in-store at the price quoted in my attached cart *** + Tax - *** discount).
There was an authorization hold on the gift cards Mr. purchased, however on April 18th Lumber Liquidators were able to remove these holds. It appears the gift cards were used on a recent order and processed on April 30th, 2019.
Lumber Liquidators came out and gave an estimate on our new floor, they didn't install the floor and broke my bed.
Lumber Liquidators sold us a floor with install on 4/5, they promised it would be installed by 4/12. On 4/9 the installed called and laughed and said they couldn't do it until 4/18. On 4/17 @ 8:30 PM I received a call from the installer asking what my furniture weighed and saying he was coming alone. I explained that went I received the quote I paid the heavy furniture fee and was told 3 guys would be sent for the job. This man showed up the next day with an assistant. Said the furniture was too heavy and they couldn't move it but would try and take the bed apart, after 30 seconds of trying they cracked the bed, went out, called the office and came in said they were leaving. Megan at the Installers office was extremely rude. As was the Regional Manager at Lumber Liquidators, Luke *** I was sold a floor and told they would hand everything. Now I have boxes of flooring, not installed. We paid *** for the materials and *** to install, including removal of the old rug, and moving heavy furniture. They have said too bad we aren't doing it, sorry we broke your bed. Now we missed our window and timeline on the project that they promised to complete and they are doing nothing about it and have not even issued a refund or agreed to replace the bed.
THEY NEED TO INSTALL THE FLOOR AND REPLACE THE BED THEY DAMAGED.
I called Mrs. May 6th to discuss her recent experience with our installers. Left a voicemail requesting her to call me back to discuss.
-Katharyn
Customer Advocate
Original invoice, product label on delivered flooring and store sample match for solid bamboo product. Boxes contained different flooring.
Purchased bamboo flooring from Lumber Liquidators in Omaha, NE (Store 107) on 2/21/2017. Product purchased Morning Star XD HS Antique Hazel Bamboo 1/2 x 5 1/8 Str with 50 year warranty. Product number XXXXXXXX/PR *** Sales order #XXXXXXXXX, Customer #XXXXXXX. Also purchased underlayment per store recommendations. Product was acclimated in main area of the home in which it was to be installed for more than 2 weeks. Care and maintenance of the flooring involved dry swiftering and monthly cleaning with Bona wood flooring cleaner per manufacturer recommendations. The home heating and air system is humidity controlled. Within 2 yrs of installation, product finish began splintering in multiple locations. All chairs in the home have felt protectors on them to protect from scratching. In one location, the wood flooring finish was pulled up by the sticky residue from the chair pad when the stool was lifted. In another area the finish splintered when dry swiftering caught the flooring. Called local store and was referred to Lumber Liquidators corporate to file disclosure form and photos. According to vendor instructions, photos of the flooring from different views and distances were taken. Completed form, copy of original invoice and multiple photos uploaded on 2/10/2019. Was then instructed by vendor to send product in for finish testing to determine if finish was defective. Receivied call from vendor following inspection and was told that there were no issues with flooring finish. Was told that policy would be to replace the box of flooring sent for testing as well as send another box to my home so that I could make repairs. Explained to agent that significant time was spent educating ourselves on bamboo flooring, manufactureer reviews and installation instructions. Vendor agent mentioned potential installation errors, air moisture in the home, etc that could be an explanation for the product issues. Expressed concern around 50 year warranty and quality of product that is falling apart after 2 years. Vendor then offered inspection by National Wood Flooring Association to evaluate product in the home, installation, etc. Told vendor agent that I would get back with her after researching NWFA website and searching for certified inspector. In the mean time, on Sunday April 7th, returned to the Omaha store to look at product samples and compare against invoice and what was sent to our home. Product number XXXXXXXX/PR *** on sample product in showroom, label on our boxes, and on original invoice all match for a solid bamboo product. It is unquestionably not the product in the boxes sent. Took video and still pictures of sample flooring matching our purchase invoice and the product label on our boxes. Discussed with store sales individuals concern and asked that they pull original invoice and provide their thoughts. This is not a matter of the Omaha store pulling and sending the wrong product. This is the manufacture sending a different product than what was on the box label. Following the visit to verify showroom samples against product install sent an email to Lumber Liquidators on Monday April 8th. At that time requested follow-up with NWFA inspector and brought to Lumber Liquidators attention that the product purchased did not match what was inside the Morning Star box. Requested Lumbar Liquidator agents to expedite the concern to a higher level so that it could be addressed and resolved. As of April 17, 2019, there has been no communication to acknowledge or address concern.
I want Lumber Liquidators to remove and replace flooring at their expense. I want the current flooring removed and replaced with the correct product purchased. In addition to cost of flooring and installation, this would include all demolition and hauling away of flooring, floor prep, trim removal, replacement and painting.
Lumber Liquidators has partnered with an inspection company and commissioned an inspector on 4.23.19 to further investigate these concerns. These results will be shared with our customer and we will discuss a resolution once we receive the findings.
Despite knowing there are moisture issues with the Morning Star Bamboo Floor they failed to disclose it to me at the time of purchase. Now they refuse to credit me for the material and installation towards another type of flooring
We are actively working with Mrs. on repairs to her floor. In addition, we have assisted her with baseboards to give her installation a more finished look.
MORNINGSTAR BAMBOO ENGINEERED FLOORING installed October 2018 has been crackling when walked on since December 2018 in brand new house
We purchased our flooring from lumber liquidators in Barrie On Canada in March 2108, it was delivered in October. After a few weeks of acclimating in the house, the floor was installed by an installer who does work for Lumber Liquidators but we hired him directly. Shortly after moving in at the end of November we noticed that the floor was making crackling sounds when. walked on. Our humidity levels are at 40 to 44% which is within the approved levels as per lumber liquidators (30-50%).
When we contacted the Barrie location they said we had to deal with the head office. So we started a warranty claim with their warranty department. A inspector was sent out to look at the floor - he took moisture readings (which had to be redone a week later but we were not told why) and visually looked at the floor. In his report he blamed the problem on tight baseboards. When we tried to explain to Lumber liquidators' warranty dept that our baseboards were installed raised to allow the floor to expand, then the floor was installed and then the chairmold was laid just on top to cover the gap, they responded with advising us to seek legal counsel. They said the matter was closed based on the inspectors report !
I have asked to speak to someone higher up the chain of command to help us work through the discrepancies in the report details and try to find a solution for the problem but I get no response. Our professionals feel there is an issue with the curing process of the flooring - we are willing to try anything Lumber liquidators wants us to do to determine the cause of the issue but they are unwilling to discuss any details and want to dismiss the issue as tight baseboards.
We want normal bamboo floors in our new home. We will accept replacement of the floor, repair of the floor or even store credit plus install for us to buty new floor and replace it.
This case has been escalated to a level of management who is partnering with Mr. to assist and educate on how to repair their concerns. The inspection report found improper fastening schedule and high moisture in the boards.
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been conversing back and forth with lumber liquidators and each time we address an issue with correct facts they change to a new direction in order to keep the blame away from the product itself.
Initially our baseboards were too tight but we showed them evidence contrary to that and they moved on to the moisture. We had independent moisture reading done which showed the same measurement as the report for our furniture and greatly varied to the floor measurement. The report said 11 to 14% percent with a surface contact reader and the independent measurement used a probe reader which showed 3.5 %.
Then limber liquidators changed their issue to the spacing between the nails. A nailed floor requires 6" gaps, our floor is nailed and glued and has 10" spacing. Our installer (who works for lumber liquidators) has done this installation many times for them and his own customers.
I am waiting to hear back from them again this week as what the next issue will be.
We continue to live in our brand new customer built home with cracking bamboo floors thanks to Lumber Liquidators.
This case should remain open since no solution has been found yet. Thank you.
Mr. and Mrs. have been partnering with Customer Care on a resolution. Lumber Liquidators is absorbing the cost of materials needed for repairs.
5 cases out of 15 purchased were returned in January 2019 and a check for a refund was supposed to be issued. The refund has not been issued to date.
12/3/18 I purchased 15 cases of flooring and, after installation, I returned 5. The purchase had been made with my husbands debit card however he passed away right before Christmas. When I returned the flooring I told the manager the estate was in probate and the account was frozen. The manager said a check would be issued on 2/13. I have made multiple inquiries regarding the status of the refund *** with no response from anyone other than the local manager.
I would like the refund for the returned items.
Good afternoon Ms.,
Thank you for contacting us. We are sorry to hear of your loss. Our records indicate that on 2/13/2019 the refund was applied to the original form of payment, which was a visa card. Lumber Liquidators can only refund to the original form of payment. You will need to contact the credit card issuer for more information.
Kind Regards,
Chevon
Customer Advocate
(The consumer indicated he/she DID NOT accept the response from the business.)
The account was frozen in January as the estate went through probate. The executor of the estate did go to the bank and enquire whether any refund attempts had been made or were out in space somewhere and the answer was no, no attempts for a refund into the account had been made nor was any refund recorded by them. It is easy for a business to retract a deposit that had not been accepted ok Ted than it is for an individual, or estate, to find it.
Lumber liquidators has already had all this information and I have been repeatedly told, via email and via phone with the local manager, that a corporate check would be issued and mailed to the same address as the one on file. No proof if deposit is available because no deposit was every made
Good afternoon Mrs.,
Thank you for speaking to me. As we discussed I emailed you a copy of the bank report to show the refund was processed and accepted by your bank. Please contact me if you have any further questions XXX-XXX-XXXX x 9907.
Kind Regards,
Chevon
Customer Advocate