LL Flooring

The company didn't want to accept the excess material sold to me.
Lumber Liquidators made a mistake calculating the amount of material that I need, they sold me almost double the amount that I need. Now they don't want to accept the remaining (unopened ) material and by default don't want to reimburse me.

Purchased flooring July 2017. Floor issues appeared (separation/breaking) & I've been in touch with LL since March 2018 and am still having problems.
On 8/5/17, we ordered Tranquility Luxury Vinyl Plank flooring from Lumber Liquidators (LL) in Augusta, GA. The plank we chose, was Lake Fork Creek Cedar flooring, a 50 year waterproof & durable floor. We purchased flooring for our living room, kitchen, breakfast room, laundry room, & dining room. The floors were installed in October 2017. We paid *** with ck# *** order# XXXXXXXXX, customer# is XXXXXXX.

On March 8, 2018, I contacted LL & informed them that I had several planks that were gaping at the edges & one spot with a color variance. LL sent someone out to inspect this issue & stated that they would get back with me. On 6/15/18, I emailed LL again, because I had not had anyone follow up after that inspection. On 7/3/18, I received 3 FedEx shipments. I still hadn't been contacted by anyone from LL since that previous inspection, so wasn't expecting this shipment. After this, LL contacted us to see about replacing the problem areas. We were told that the flooring had been discontinued & that they were having to source it from various LL stores.

On 11/21/18, our floors had still not been repaired/replaced. I emailed LL stating that we wanted different floors installed. I did not hear anything from LL, so I re-sent my email on 11/29/18. On 11/30/18, LL replied & stated that their installer said the product was being shipped out & should be in by Monday, 12/3/18. On 12/19/18, the installer came to install the floors, but didn't have the floors with him. The installer thought we had them. One of many communication failures within LL that inconvenienced us. In the interim, attempts were made to glue boards together where they had separated. This left a residue at the seams & ultimately did not work, as the separations appeared again soon after. The installer didn't want to start replacing the floors before Christmas & we agreed that they would delay installation until 12/27/18. I was assured that the flooring issue would be resolved satisfactorily & that the damaged areas in my living room, kitchen, hallways, & laundry room would be fixed. When they came back to do the installation, they didn't have enough floor to address all of the problem areas. Less than 6 hours after, the floors started with the same problem areas, in places they had just fixed. I contacted the installer's supervisor to make him aware.

On 1/25/19, I contacted LL again, as no one had been in touch with me to resolve the continued issues. On 1/28/19, LL replied that my case had been escalated to their customer care team. On 1/29/19, I received an email from LL stating that they had sent me a disclosure form on 1/4/19. This form asked what the issue was & requested photos. We had already had LL representatives/installers/inspectors come to the house & submit photos on multiple occasions. On 2/4/19, I submitted photos showing some of the issues.

On 2/7/19, I received an email stating that my case had been reassigned to Michael who was a Customer Relation Specialist. I tried to call him & left a voice mail. On 2/12/19, I sent another email, because I hadn't heard back from Michael. On 2/13/19, Michael replied asking the same questions that had previously been answered (what was the problem, where was the issue, what address were the floors installed, etc...) I responded on the same day, with the requested info. On 2/18/19, Michael sent an email stating that the installer would be out on 2/20/19. I asked what to expect during this visit. There was no response to my email. On 2/20/19, I emailed Michael to let him know the installer had come by to inspect the floors. I had marked all the problem areas of my flooring with sticky notes. There were 51 notes. I asked Michael what the next step would be. He replied that he'd let me know once he received the inspection report. On 2/25/19, he emailed me to say he was working on it & apologized for the delay. On 3/7/19, he said they had a repair plan. The same floor is not acceptable to me.

After correcting our purchase of Grizzly Bay Oaks flooring, they loaded our contractor with a brown flooring. They refuse to refund ***
We visited the Lumber Liquidators in southeast Houston on Saturday January 19 (possibly the 26th), 2019. We selected Grizzly Bay Oaks which is a gray flooring. Justin, the store manager, gave us a rough estimate that day, scheduled for a crew to come out and take measurements on Jan 22 (29), and provided us with the sample. After the measurements were taken the following week, they emailed the formal estimate which we receive Jan 29. We noticed the color on this estimate was Golden Teak which didn't sound right. I made a special trip to visit Justin so that I could confirm that the gray we selected was Grizzly Bay Oak and not Golden Teak. He made the changes in his computer while I stood there.

We decided not to use Lumber Liquidators to install but only purchase to the materials. We purchased the Grizzly Bay Oak on Feb 22 for roughly *** and had brought our sample back to the store. Once again, we dealt directly with Justin. After completing the purchase, Justin offered to let us keep the sample which we decided to do and still have. The invoice was emailed to us and I forwarded it to our contractor that same day. We left town on Feb 28 and were gone for 3 days as the contractors were busy with our remodel.

On Friday evening, March 1, the contractor texted us a picture of the progress they had made laying the floor in the kitchen and dining room area. It was brown, the Golden Teak flooring. We told them to stop immediately. The following morning, we called Justin to inform him of the problem. Justin admitted to having multiple estimates in his computer and he had only updated one of them on the day I went to question the Golden Teak color. Thus, there were Golden Teak estimates still in their computer unbeknownst to us.

The contractor pulled up the flooring that had been laid and Justin arranged to have Lumber Liquidators deliver the Grizzly Bay Oak color on Saturday March 2 at no cost to us. We also instructed the contractor to separately invoice any additional charges for the lost day of installing and un-installing the wrong color which totaled *** We forwarded this to Justin once we received it. We have paid the contractor for their work and now we're expecting Lumber Liquidators and Justin to reimburse us for these additional charges. Justin initially told us the delivery cost him *** and later claimed our contractors should have been aware of what they originally picked up. We had already corrected Justin and Lumber Liquidators once about the correct color we had chosen. We expect to be fully reimbursed for the *** by Lumber Liquidators

I purchased 5000 worth of firefly pine flooring during black Friday sale. It is luxury vinyl plank which is suppose to be waterproof, durable, scratch resistant etc. Of all the things the scratch resistant is prob one of the most important with me along with waterproof. But scratch resistant it is not! I found that walking on it with my nike running shoes started to show scratches very easily! I was in shock since I purchased all Pergo Outlast up to this point and I have literally tried to scratch it without a single mark. But not this terrible product. I decided that 5000 was a ton to waste on a property that would have to be replaced in 2 years time so I decided to work with the warranty.

What warranty... upon calling Omar states to my wife that you cannot have pets with long claws, nor able to wear shoes on it in case you have a rock in your shoe. That's a problem since.. its a rental and telling my tenants they cannot wear shoes is going to be a problem. Not to mention seems a little excessive. Anyhow we pressed the issue and they issued us a 50 certificate for scratch remover. Needless to say they can shove that. We then talked to the local store and they were amazed that it scratched as easy as it does and was taken back that OMAR said we cannot wear shoes on it. So they pushed the issue and finally OMAR asked for a sample so we sent him an entire box. He gets it and this is what he wrote:

Good afternoon,

The report for your sample review has returned and states the following:

SAMPMLE REVIEW:One full box received material was not scratched coming out of the box. Tried scratching with key. Did not scratch under normal pressure. Claim is INVALID for product defect.

There was no manufacturing issues found in in your flooring .

Per your warranty:

WHAT'S NOT COVERED:
Other Site and Environmental Conditions: Defects or damages resulting from site conditions (such as extreme heat, radiant heat, or exposure to sand); indentations and scratches (caused by pets, furniture, appliances, tools, heels, toys, etc.); improper maintenance and accidents; misuse and abuse; and any wear that conflicts with the care instructions (available at www.lumberliquidators.com) are not covered. Cracked tiles due to misuse, poor installation, subfloor movement or unevenness are not covered.

The above concerns of scratching, while unfortunate, are site related. This issue is not a manufacturer's defect and therefore is not covered under your warranty. LLI will take no additional action regarding this matter as this is not a warrantable claim.

This is a property that has never had a single person live in it yet. Just me and my wife walking across it while we prep it for rent. Apparently their warranty is crap so save your money. Their test is a KEY scratch which seems very scientific/controlled as well.

The company has failed to arrange installation services after the 48 hours promised.
We order flooring from this company on 2/5/19 (sales order #XXXXXXXXX). We ordered directly from the Lynchburg, Virginia location. When it was delivered on 2/19/19 we were informed it would cost an additional *** for them to actually bring it up our steps (5 steps) to the house. We had already paid *** for the delivery to an inside room and *** for "additional pallets to inside room". After I reviewed paperwork it did say that delivery was to a ground floor but did not contain any language as to what to expect if our main floor required going up five steps (the ground floor is our basement). Since we were not expecting this expense we ended up carrying the flooring up to our porch on our own and the delivery man put the remaining materials in our basement. Afterwards, I received an email saying that an installer would be in contact with us within 48 hours to arrange the demo of our old floors and an install date of our new floor. As of today's date and time, we still have not been contacted by an installer. I have contacted customer service three times. Twice by phone, once via chat. The first time I called the local store and the person said that he would "send an email" to the installer. After still not receiving a call, I contacted the 1-800 # listed for installation information. I spoke with a very nice woman who told me she would call me the following day at noon as the installing company had already left for the day. I never received a call back from her. After the online chat, we received a call from the store saying that there had been additional materials that had not been delivered that they had been waiting on, which, apparently is why an installer had not yet received the paperwork. They said that someone would bring these remaining items on either Thursday (2/28/19) or Friday (3/1/19) between 5 and 6 p.m. I have also received a call from Customer Service on 2/28/19 guaranteeing we would hear from the installer within 24 - 48 hours which has now come and gone. We never received the delivery or any other phone calls. We are frustrated as we feel we cannot rely on either the store or customer service to follow thru and make sure that an install date is arranged. We are tempted to cancel the install which would we have already paid *** for. I have been told that customer service will call me back again on Monday to confirm the installation had been set up but due to other failures to reach out to us, I feel it is highly unlikely we will receive this call. All we are asking is at this time, is for the install to be arranged promptly and to be carried out on time and correctly. I would also like a partial refund as the company has not met the signed agreement between over regarding the installation set-up.

company refuses to give me my *** refund on flooring and refuses to call me back .
in December 2018 I ordered almost *** in flooring, paid for the supplies and install. In January 2019 the installer stated the floors needed to be leveled and said it would cost another *** in level material and *** labor. I refused as it sounded like a scam and the whole subfloor could have been redone for less than that. The following Saturday I returned all the material and was told I would have my refund sent from cooperate in a few days. It has almost been one month and I have called numerous times everytime I call they say there is no supervisor available and they will call me back , the refund has also been assigned a worker to track it down and they gave me a reference number they said she would call with updates no calls. Basically this company has stolen my

Wrong color of wood Instead or Brazilian Cherry looks like oak. The installation is not professional. The installer stole materials
On December 21, 2018 I paid in advance (store policy - must pay in advance) for sales order XXXXXXXXX with a Visa card. The total of the other was *** including material *** and Installation *** The materials arrived on January 4, 2019, I picked up few days later. The materials are:

10 Boxes BP ENG Brazilian Cherry 1/2" x 5-1/8 ***

3 Buckets Bostik Greengrip 4 gal. ***

13FT PRE Braz Cherry 1/4x2x6.5' TM ***

2 Bostik 915 Fast Set Adhesive 10.1oz Ctrg ***

96FT WM 106 White PFJ 11/16"x 11/16" x 8 QR ***

96FT WM 623 PFJ Colonial Base 9/16 x 3-1/4 x 8 BB ***

The sales person was Sarah *** also the assistant store manager. I was mislead on the color I purchased and requested Brazilian Cherry and they gave me oak, the boxes show is Brazilian cherry. The sample look like as the one I have at home, that the reason I purchased there.

I picked up the materials from the store and brought then to my home to acclimate.

The installer came on Wednesday January 16, 2109. I left the door open for them to performance the installation, I came one hour after they arrived and the color of the wood looked like oak instead of Brazilian Cherry. I immediately called the store and Sarah told me that the color will change within 6 months I found this very extranged. Sarah and Julia *** Store Manager, sent me emails telling me that the color will change in six months. I paid in advance and in six months I have to change the other room because the color will never change to be the same or similar to the one I have home. This is unacceptable because how they will be changing the floor in six months after they already have my money, they will not refund me. I will need to change the other room because it will never look-alike, meaning I have to spend extra money because the sold me the wrong color.
They told me they will not pay the installer until I approved the installation, that they will act like a third-party another mislead because they were not professional installer, the installation have abnormal gaps, lazy laid out, excess of glue and one is lifting. The installer in a malicious way left the bucket of glue open and the glue dried. They also stole 1 Buckets Bostik Greengrip 4 gal., and 1 of the Bostik 915 Fast Set Adhesive 10.1oz Ctrg. I sent pictures of how the glue was before installers came to my house and after. Sarah and Julie were very disrespectful and denied the obvious. They told me that the installers used all 1 bucket and 3/4 of the other the glue in the three boxes of wood of the ten. By the manufacture instructions two buckets will be enough for SF2.

I explained everything and Julia asked me for pictures I sent emails with pictures and with fact but she always have an excuse, I told Sarah to come to my house and check she said Lumber Liquidator doesn't visit houses. I called customer care asked Nathan to send somebody he said the will read the emails and call me back within one hour, he didn't. I told Nathan that since nobody is helping me that I will put a stop payment to this order and he threat me saying if I do that lumber liquidator will put a lien on my property, when they did not performance the contract. Monday January 28th I called back to customer care they asked me on Tuesday January 29th to complete a form with pictures and all the information I did immediately, I spoke with Michael on Thursday and asked again to send somebody to inspect the color and the installation and he said will take 5 days, this is too much I paid for everything 41 days ago, my house is not in good shape waiting for Lumber Liquidator to performance the contract and still nothing. Bad company to deal with.

flooring installation issues, cut one of our doors and never asked permission. new flooring was lifted by the back door.
Purchased new flooring from Lumber Liquidators at XXXXX NE *** ST Portland, OR XXXXX on 11-24-18 and paid *** down payment. On 12-5-18 paid the remaining balance of *** and picked up the flooring material and delivered to my home. Lumber Liquidators sub-contracted the installation to Floor Solutions and we were told it would take 2 days to complete the install. After 5 phone calls to Lumber Liquidators leaving message after message I was able to finally get ahold of Charlie the store manager. I told Charlie no one from Floor Solutions had contacted us yet to schedule a date to install, that was when Charlie mentioned they had forgot to give us all the material and I had to make a special trip (3hrs) round trip to pick up the remaining items. On about 12-20-18 Floor Solutions arrived at 8am and completed the install in one day. My wife had to take 2 days off work because we were told it would take 2 days to install. When I arrived home that evening I noticed several issues with the install. They cut off the bottom of our Laundry rm door and never asked permission prior to doing it. At the back door the flooring is lifted up and not installed correctly. The floor has soft spots in it and now it squeaks in a couple of areas. The fridge and the dishwasher were left completely out of level. we paid extra to have the large furniture and appliances moved as needed for the install. I left 2 messages for Charlie at Lumber Liquidators and got no response. When I drove to the store to return some items I was able to talk to Charlie about the problems we had with them not returning our phone calls and issues with the install. I called Shaun from Floor Solutions to discuss the install issues, he asked me to send him photos (which I did) and he would get back to us the next day. After a month we have yet to get a call back from Floor Solutions. I was able to get ahold of Charlie and he said he would contact Shaun. Charlie called me back and assured me Shaun would call me back and take care of the issues we were having. Its been a week now and no one has called us back, again call after call, empty promises and nothing has been taken care of. My customer #XXXXXXX Installation Ord # XXXXXXXXX.

Purchased flooring and installation (11-1-18) After install the floor was torn up 3 times due to improper installation & is still sinking.
On 9-26-18 I purchased a floor from Lumber Liquidators & it was installed on 11-1-18. Immediately after installation I notified them the floor was sinking. The installer came back & agreed. There were also several other installation issues including: molding that was improperly installed, the trim was not mitered & or coped & numerous closet doors had large gaps between the floor and wall, trim is missing on the stairs, stairs are damaged from over shot nails & the reveal is uneven. After Thanksgiving the floor was torn up again and an attempted repair was made. I notified the installer and store manager the floor was still not fixed and sinking in areas. On December 8th the installer came back to repair the floor again and I notified them of damaged boards from pulling up the floor, some were replaced and some were not.
On December 14th the trim was to be repaired and I was stood up, after the trim was repaired I was left with large gaps in the trim. After Christmas I attempted to reach the store manager Daryl and called 4 times and even went into the store. After New Years I called again and was able to speak to Daryl who stated "The problem is between you and the installer". I informed him I did not pay the installer *** and the installer has not resolved the issues after numerous attempts and is not capable. I was also told by Daryl they did not have another installer and that was the best crew. I told him they should not have accepted the job if they were not capable of installing it. Nothing is custom about the trim work that was installed and the floor is sinking in numerous areas. I told Daryl I would notify the corporate office and he agreed. I was then told not to and he would call me back. Daryl did call back and informed me another regional manager would come out from the northwest area and look at the floor. On January 14th 2019 he came out and informed me the entire floor was improperly installed and needed replaced after he took a level to the floor and determined it was not even and it could also be the padding that was used. I was told he would let Daryl know and I would be contacted within the week. I was never contacted at all so on January 20th 2019 I called corporate. On the 21st I called and disputed the amount with Synchrony Bank who opened up a lumber liquidators account where the floor was financed. On January 28th I sent Corporate photos of the floor and trim. To date my floor is sinking in numerous areas when you walk on it, trim is not corrected and I have not been offered a refund. To date I have lost wages from taking time off to repair the floor multiple times in addition to cleaning up the mess after each time it was torn up. I also have damage to the new paint from tearing off trim which I have had to repaint. I am requesting a refund due to the quality of goods and services.

I had hardwood floors installed and had someone come out to repair them which took almost 4 months and I am having the same problems again.
I had hardwood floors installed in my home and I had to have them repaired which took a struggle and 4 months and now I am having the same problem again and the people from Flooring Install America was supposed to come out again to look at them and there was again a no call no show. This is unacceptable. This is not the first time but the 2nd time this has happened.

We purchased a floor for our Living Room and Dining Room area back in 7/2017 from Lumber Liquidators in East Brunswick NJ The floor is lifting
We purchased a floor and had it installed by lumber liquidators East Brunswick NJ back in 7/2017. We noticed the floor is lifting in a few areas so we called Lumber Liquidators to complain. They asssigned a person named Dave and he had the same contractor that installed the flooring come and look at it a few weeks ago. The guy came and determined that it does have some damage and should've replaced. He never said anything about moisture

I received a phone call back from Dave around 1/17/2019 and he said that it was due to moisture in the home and that's why it's lifting. My home is very clean and I never use water to clean the floors I explained that to the installer because he asked me when he came to my home. I believe it was poor installation.
When we bought the flooring they said it was warranted no matter what. Now they are asking me to pay $475 for repairs.
I want the floors repaired at no cost. Thank you in advance.

The flooring purchased is defective but Lumber Liquidators fails to acknowledge the defect and as a result refuses to resolve the situation.
Problem Date: June 2018
Purchase Date: March 31, 2018
Model Number: XXXXXXXX/BWMTBC5SV
Order Number: XXXXXXXXX
Account Number: XXXXXXX
Payment Amount: approximately *** (exact amount can be provided upon request)
Payment Method: credit card
Details: After installation I noticed that the floor boards are not uniform in width, which resulted in gapping which is aesthetically unpleasing and unacceptable to me for the price I paid for the product. I contacted the business, which first requested that I send photos. Next, they requested that I send the remaining flooring I had so they could inspect it to see whether that sample was defective, and they concluded it was not. I next requested an inspection, and they sent an inspector who, although he indicated to me there were indeed issues with the flooring, ultimately concluded the flooring is not defective. Lumber Liquidators has been claiming that the gapping and difference in board size was caused by my failure to properly acclimate the flooring prior to installation, but the inspector indicated otherwise verbally to me during the inspection and I believe it also appears in the inspector's report; he stated that the floor had been properly acclimated and that still there was variance in the floor width. He claimed that I did not take the time to individually inspect and measure each board during installation so that I could match boards of similar sizes in each row. This is unreasonable and unacceptable as I installed nearly 2,000 square feet of flooring. This is apparently a common issue with this floor because I have seen other customers make the same complaint about this flooring. Even professional installers do not like to install this floor due to this issue; however, Lumber Liquidators continues to sell the product in its defective state and then refuses to accommodate customers when they discover the defect and make a complaint.

Purchased the Bronzed Brazilian Acacia with pad. The salesman said it was their best selling flooring. I have a certified flooring contractor installing it and he is having a difficult time. The boards are bowed and do not click together well, the quality looked great in the store, but I think it sat in their warehouse in the AZ heat and warped, then they sold it to me at a discounted price. I will be returning the flooring. Hopefully I get my money back.

The materials have been delivered. A week ago. But we have still not been contacted by the installer to set a date for installation.
We received the materials for our floor last week in a timely fashion. However, as of today, we have still not been contacted by the installer to set up a date for installation. We have called Lumber Liquidators in Omaha three or four times over the past week about it. They keep saying the installer will call us that day; but they still haven't.

Delivery of 11/14/18 was purchased
I made purchase on 11/14/18 which included a delivery of product to be delivered on 11/17/18. I paid a *** fee for it to be delivered on time. I waited for the delivery but it never arrived so I went back to the store and was told by the manager that it was put in the system incorrectly. He then told me it would be delivered on Nov. 19, 2018. I again waited and it never arrived until Nov. 21, 2018. At that time the part was no longer needed so I returned to the store and asked for a refund of both the part and delivery charged, as it did not come as promised.

Lumber Liquidators Greenwood, Indiana ordered the wrong flooring, failed to order floor vents and wont schedule delivery and keep lieing to my family.
First off, I'm VERY dissappointed in the service that we have recived from the Greenwood, IN store. The employees are extremely rude and incompetent. We placed an order and told the asst. store manager exactly what we wanted.
The Asst. Manager ordered the wrong material SKU than what was given to him by my wife. My wife called him the next day and he was very defensive and rude. He would not (and still hasn't) accepted the blame for his mistake. He reordered the correct material with the same SKU my wife gave him. However, he FAILED to inform my wife that there would be a greater charge due to a wider plank.
My wife has called the store several times and received no response. We have had to call the store 5 times now to schedule a delivery to our home because the material arrived in the Greenwood, IN store. After the 5th time (over 2 days), they informed us the closest date and the charge. And in the same email, Brad (asst. store manager) informed my wife there would be an additional charge. Mind you, this was ordered over 5 days ago and this was never communicated to us. And he couldn't even tell us over the phone. He did it at the end of an email that was primarily about scheduling a delivery.
He STILL has yet to own up to his mistakes because he is an incompetent person who is terrible at his job. So, we have paid $5,000 for this material, no received it, been told there is an additional charge for the material (5 days after the asst. store manager ordered it because he ordered the wrong one the first time) and now my wife has called the store 3 times today to get this fixed and they are no longer answering phone calls from my wife. Great business practice huh?
So, on 11/18, I went and picked up half of our material from the Greenwood, Indiana Store where they continued to overcharge us and we spent nearly 30 minutes in the store trying to fix the price so we could pay off our balance and get half of the lumber home. I told the sales associate in the store that I would be back the next morning when they opened to pick up the remaining lumber. He told me that I needed to come later, because he wouldn't be able to serve me due to someone else picking up during that time.
On 11/19, we picked up the rest of the product from the Greenwood store. I signed paperwork and he stated that he would be sending the paperwork to corporate so they could release it to the contractor so we could schedule an install date.
After 24 hours, we did not receive a phone call and decided to follow up with the store. They mentioned that they forgot to order the floor vents and will get them in as soon as possible. Mind you, it has been over 2 weeks since we ordered the material and the store forgot to order the floor vents. They mentioned they would be in early December and that we would need to wait.
We called the next day, and a store associate (Brad) stated that he was going to call corporate to get an exception so we could schedule installation. He never called back that day.
We called the next day and he said he got an exception from corporate and that he emailed all the information to the contractor to schedule delivery.
Another 24 hours went by and we received no phone call, the store associate, Molina, stated she was calling corporate and would call us right back. We did not receive a phone call the rest of the day from the Greenwood store and had to call them back the next day. She stated that she got an exception from corporate
Today, 11/26, the store manager was back from vacation so we called them back. He was super rude, and short with my wife alluding to the fact that we were an inconvenience. He stated he was checking on the vents and would have them shipped to our house.
This has been the worst buying experience of my life. The staff are extremely rude, made several errors, overcharged us and never once admitted their mistakes.
We have paid for all the material and installation over a week ago, we have still not received the

LVT product will not stay together. Separates in some places and leaves uncitely gaps. Cannot get any consistent help from Customer Care group.
Purchased Tranquility Resilient Flooring with a 50 year warranty on 12-03-2012 for *** upon a sales person informing us it would be a great product for the area. The color is Venetian Cream 5 MM Click, product number XXXXXXXX. Since that time, the flooring separates and will not stay together resulting in gaps that are ugly and unacceptable. Flooring was installed with proper underlay. On 10-15-18, an email was sent to the store where product was purchased in Byron, Georgia asking for help. A response from Ben *** Store Manager, referred us to the Customer Cr and the nightmare began. An email was sent to Jasmine on 10-17-18 with pictures of the flooring from different angles as requested and a disclosure statement. Complaint XXXXXXX was assigned to the case. Received an email from Gloria on 10-22-18 asking to verify contact numbers. She was asked to call XXX-XXX-XXXX and even today, she left a voice mail message on the wrong number (our home phone). She has been asked several times not to call the home number but she continues to do so. I have asked to speak to Mr. Dennis *** only to be told he would be sent an email to contact me and that has not happened as of today, 11-20-18. I have spoken to Sherry who is supposed to be the manager over Gloria and have received no help. This is the poorest Customer Care team I have ever dealt with in my entire life! We just want some help on the options of what to do with an inferior product. We paid a lot of money for the luxury vinyl tile made in China. With the holidays coming on, we have even paid a professional flooring installer to try to eliminate the gaping gaps by completely installing the tiles again and they have already began to separate in the last few days. A product with a 50 year warranty should be better than this. We have lived with this ugly mess for 6 years and are tired of it, but most of all would just like to receive some help. We have had promises on promises of call backs and then it may be 2 weeks before you hear from anyone, if at all.

BUYER BEWARE!

They claim that their floor is not only waterproof but "worry-proof". Their website even shows sudsy water all over a bathroom floor and if you click on the 2nd link below you will see a video from Lumber Liquidators that "promises total waterproof protection", as it shows another wet bathroom and a dishwasher overflowing onto the floors.

https://www.lumberliquidators.com/ll/s/waterproof-flooring?WT.ad=HOME_BigBox_Wat...⇄ />
https://www.youtube.com/watch?v=aSEz69a9Wds&feature=youtu.be

Sounds good enough to invest about $5 per sq/ft to have that installed, right? Well for a living I adjudicate claims based on the terms and conditions of the warranty, so I had a closer look. Certainty though, moisture would be covered under this warranty, as its "worry-proof" and they promised "total waterproof protection" to everyone. No company with any sort of integrity would make these sorts of claims and not cover for moisture or common spills, right?

Just the opposite. The very FIRST exclusion under their warranty is moisture. This was not an oversight, this was intentionally put into the warranty.
"Moisture (or Lack of Moisture): Damages caused by moisture (such as leaking pipes, spills, wet mopping, pets, relative humidity, subfloor moisture etc.) are excluded."
https://www.lumberliquidators.com/assets/images/product_page/pdf_warranty/corelu...⇄ />
Not only do they not stand by their own product and promises of the registered phrase "it's worry-proof", you will not be reimbursed for the installation costs of their defective product 3(which in my case is about *** but even if you were successful in filing a claim "A store credit is the sole remedy under this warranty and can be used for store product purchases only. There is no guarantee that the same or a similar product to the original flooring will be available at the time a store credit is issued or redeemed.

Don't take my word for it, look at the links yourself.

Improper installation of laminate flooring. Getting run around for repair.
Purchased flooring paid in full and picked up from warehouse Oct, 2017, installed May,2018. Product stored in boxes unopened on table, in furnished family room, with heating and air conditioning Total purchase of flooring,including installation cost $1974.73. Cr XXXXXXX. Case number customer service XXXXXXX, dealing with Ashley X-XXX-XXX-XXXX x 7788.Floor "Hot Springs Hickory" # XXXXXXXXHH. We noticed in August some of the boards had chips on the corners, and some were not flush.
I called Lumber Liquidators and was instructed to call customer service, which I did on 8-1-18. The first call was handled by Joelle. Then received email 8-9-18 from Omar stating he was new customer.rep.I dealt with Omar maybe once or twice and then was told Ashley would be handling from now on. I was told to contact the installers (RIO Works Marcelo Mol XXX-XXX-XXXX), which I did on 8/13, along with sending him pictures. Did not get a response until 8/29 and was told by the installer "Since I don't have any jobs in area, it will be hard to inspect" I was not satisfied with that response,so I called Ashley again and complained. Finally got a call from the installer to set up a date to come out and inspect. I spoke to AShley on X-XX-XX and she informed me that the installer said it was due to normal wear. I explained to her that the floor were just installed in May, how can it be from wear and tear, we do not wear shoes in the house,I don't wear heals, there are no small kids playing on the floor in the house,plus where the problems are there is no furniture on the floor either. Ashley did send us a *** check for the inconvenience of all this, but I told her that was great, but it doesn't fix the problem. I was told if I wasn't satisfied with that inspection they would set my up with a third party inspector. I agreed to that. The third party inspector came out October 22, 2018, Martha *** Ashley called me (I believe Oct 29 to go over report.I was not available and returned her call on Oct 30.The report clearly states (i have copy of the report in my possession) "The raised corner, corner chips,and micro chipping are consistent with using improper angle while assembling the end joints.This places excess force on the edges damaging the. The often do not show up at installation. The weakness is created at installation and the issues become visually apparent during use" ( there is also a section in the report that states there is a slight dip in the floor, which was not addressed at installation either)I have been in contact with Ashley since Oct 30 and was told that her supervisor agrees with the original installer, that it was caused by wear and tear and they wanted to come out and touch up the spots with a wood pen and fill in the nicks I told her that was completely unacceptable, because the pen will wear off and wont solve the issue, plus there is an issue with the floors not being flush. Ashley asked me if I had floor protectors under my furniture, I replied yes, but that has nothing to do with where the floors are damaged. She said she would get with her supervisor to see if she could change their mind. I have tried to contact Ashley on and off since Oct, she was out sick for a couple of days and now we are playing phone tag. The installation is still under warranty until May of 2019. This issue has been going on long enough, and I want it resolved!

We are experiencing a material failure with the vinyl plank flooring. There are gaps appearing in the seams. Both the width and length of each individual plank appears to be shrinking.

the failure of this product is in the material and the structural design of it.

Two years after the flooring installation, we found a report that stated "all concrete substrates, especially those on or below grads, contain moisture, despite readings from moisture testing. The older the slab, the greater chance of moisture, and moisture can and will affect vinyl flooring materials". It further goes on to state, "moisture and alkalinity can affect plasticizes in vinyl, creating changes in the material". This vinyl flooring needed an underpayment installed. L.L. however, told us none was needed. The manufacturer's instructions do not call for the requirement of a moisture barrier. Upon purchase Lumber Liquidators repeatedly told us a moisture barrier was unnecessary. Proof was; a sample of the product on display in a container of water to prove the point that it was waterproof.

The floors in our home have experienced unlivable changes. Because these gaps have opened in the seams, my (70 year old) wife has, on several occasions,caught her toe in these cracks and almost fell. Under the wheels of my desk chair, these seams and joints are chipping and peeling creating difficulty moving my computer chair.

All of this product has to be removed from our home and disposed of, it cannot be reused.
1)Our furniture must be moved and stored.
2)All baseboards must be removed.
3)Floors cleaned and properly prepared with a moisture barrier.
4)New flooring installed; baseboards installed and painted; and any touch-up on marred walls.
5)There is also lodging and per diem costs for us while construction is ongoing.

We have lost all faith and trust in Lumber Liquidators. The only involvement we want from them now is to pay the cost of rectifying this debacle. The materials used, the vendors providing them, and contractors to be of our choosing and not by anyone else' decision. We hold Lumber Liquidators (corporate) responsible for selling a shoddy product and further more promoting it as something is not. This not a local level problem but one going back to corporate management policies and procedures. We would also want to explore the possible levying punitive damages against the major stakeholders of Lumber Liquidators to make them realize that there is a real cost to them for practicing deceptive selling procedures and sham warranties. No one from Lumber Liquidators came to inspect this floor and the customer relations people @ LL offered to give us a *** discount on any new material we chose to install in our home. Balance that against a rough estimate to remove and replace the floor in our home of approximately *** Frustration does not even come close to describe what we have been through with this project. (Attachments Included)

Thank you, Sincerely,
*** C. *** J.