LL Flooring

Failure to respond to Safety complaint relative to the installation of wood flooring. Phone calls and emails detailing the problem are being ignored.
Purchase date: 9/12/18, Sales Order Number: XXXXXXXXX; Install date: 10/10/18; Complaint made at store on: 10/11/18; Cr: XXXXXXX; Sales Rep. Cathryn, LL Customer Care Rep. David.

Although buying the product was easy, the installation service was a failure. The estimator and installers failed to account for the height factor between the new floor and the existing tile entrance ways to the room. Subsequently they left a one inch difference between floor heights and the transition strips installed left a significant trip/Safety Hazard. Visually, it's apparent that the dining room floor has dropped and besides Safety, it will most certainly lessen the value of the home to any future prospective buyer. However, the worst part is the lack and failure of response to my many requests for resolution from Lumber Liquidators; (customer care/store/ installer management, etc.) I have made numerous requests for them to fix this Safety Hazard but to no avail. E-mail, photos and phone calls get the same non-response. Finger pointing at responsibility to respond to my request for results is a merry-go-round within the LL organization. It's apparent their Customer /Consumer care and Warranty of Service is of no value.

We had laminate flooring installed 2 years ago in the living room, family room, hall, dining room and kitchen. There is bubbling of the edges of the laminate that look like blisters scattered all over the floors. Lumber Liquidators sent an inspector out and said there was no problem with the product and that we were at fault for allowing water to sit on the floor. That never happened. I believe that they sold us a defective product and will not fix the problem. I would never do business with Lumber Liquidators and suggest everyone think twice before they do.

The floor scratches and is of poor quality. Also has high levels of formaldehyde. I want a refund so that I can get a better quality flooring.
I did contact Lumber Liquidators and have been in constant contact with Lumber Liquidators since the first day that the floor was scratching. I have made several phones calls and tried to reach them through email and chat off of their website. After receiving the forms I did complete the form and take pictures; however I was told by customer service to try some other methods to see if the scratching would cover up or stop. That is why I never initially turned in the forms or pictures. I was told to try some scratch resistance spray which Lumber Liquidators sent to me. I was also told to use stain markers ( I had to pay for) on the scratches and to rub it in to see if the scratches would stop. So to give this ample time to work I tried this. The spray and the stain did not prevent anything. It is also very time consuming to constantly be on my hands and knees with stain markers that eventually showed the scratches again. The spray did not seem to help either. Scratches were still noticeable even after spraying. It also would be very expensive to constantly be spraying this on the floor if it did work (the bottle is very small). If anybody did not return calls, it was the last person who awarded the *** in store credit. In my last contact with her, I told her that the *** instore credit would hardly be enough to replace this floor and have new floor to be installed. She said she would check on it for me to see if she could escalate the issue and call me back. She never called back. I left several message with her but she never returned my call. Another issue is, why is Lumber Liquidators even bringing up the issue of time frame. This flooring is supposed to have a 50 year warranty. I also have provided emails that the sales person (Mark *** lied to me to make a sale. I feel I was a victim of a dishonest salesperson. He just told me what I wanted to hear to make a sale. In trying to recontact him, Mr. never returned any calls. It seemed according to the emails I provided that this flooring would hold up to kids, pets, etc. I would never have to worry about this floor, and it would be holding up to whatever pets and kids I had. That is far from the truth, you barely run a toy or anything across the floor and there is scratch marks. If you drop anything, you have an indentation. This floor appears to be best for low levels of activity. Thus, this is why I have noticed issues the first day after it was installed. I have tried to give this flooring a chance, I tried methods of prevention suggested by Lumber Liquidators, but it appears that I should have been sold flooring that is Commercial grade. I have even contacted representatives of Lumber Liquidators chat feature off of their website. They act as if all there flooring is scratch resistant and I can't go wrong with any floor I pick. That is totally not true for this flooring. I feel that I should have a full refund for the product and installation so that I can go elsewhere that openly advertises commercial grade flooring for heavy traffic homes. I can have a flooring that is proper for the type of activity that is in our home.

Lumber Liquidators left a fall hazard on stairs, over charged for services not provided. They left half of my garage without electricity, etc
Lumber liquidators installed wood flooring in my home. They were supposed to use their own generator for electricity instead the installer connected to my garage. Leaving the half of the garage without electricity. In addition they charged for work they did not perform making this an ethical issue. They left a fall hazard on my stairs and already 3 people including myself have fallen. There are numerous irregularities with this install. The installer is now calling and texting my work and personal number in what would seem to me as harassment. It has been over a month and this issue has gone unresolved. I have waited on 2 occasions for the installer and after hours of waiting he communicates via text. Very unprofessional service. The installer seems to not be aware that appointments have been made and agreed upon. I was even billed for moving furniture when all rooms where already empty for the install. I contacted customer service from the first bill to get this credited. I have received my second statement and not credit has been issued.

Floor installed improperly. Installation crew not willing to correct issues. Floors had to be pulled up and next crew could/would not re-install.
Floating bamboo installed poorly and improperly in April 2017.
Planks were too short. T-moulding did not cover gap. Floored over a vent. Not enough space left for expansion cause floor to crack and break. Second LL crew came out and pulled up living room floor. Was told that the joists were sagging so I needed a foundation company to come out and correct the problem. We paid *** to have that done per the recommendation of your installers. It did not fix the issue. Your installers pulled up the rest of the flooring and underlayment and found that leveler had been put down without primer so it is cracked everywhere and chipping. More level issues in those areas. Now we have floors, no money, no help. They took the underlayment with them when they left. We have had a couple of contractors come in and explain that the leveling issues are completely normal and they have all said that the did not need the steel I-beams put in to correct the issue. Our bedrooms, office, and living room are all lower than the hall, entry, kitchen. I asked the first crew if they could fix that. They did respond to that and just started laying the bamboo. The ONLY reason that we decided to floor the whole house at once was so that we did not have any transitions. The contractors that have come out said that they definitely would have raised the other rooms. I know that are still issues with some of the bedrooms because some boards are bouncy. I have called LL several times and have not yet received a call back. They are UNRESPONSIVE.

Let's start with Bill, a loudmouthed liar who thinks anyone who doesn't spend 25 years in the military is a *** Bill's word not mine. He also called the cops when I demanded a refund, due to LL's unfair business practice of BAIT AND SWITCH.

The first measurer they sent charged $25 for his over inflated estimate. $6,000 to install 985 Sq feet of EVP. Yeah that's what I thought too.

The second and more troubling installing company was led by the most crooked team of Rob and Zoran, dba xxxxxxxx *** I get an estimate from Rob that I presumed was binding once it was agreed to. Uh, no. Enter Napolian, err Zoran who after his crew is set up to work tells me Robs math was wrong and he needs $1700 more!!!!. That is called BAIT AND SWITCH and is illegal. Told them to take a hike.

Lets get back to good ole Bill who acted like hed never saw me before in his life and denied ever recommending his crooked installer xxxxxxxxxx *** When I told him that he was full of *** he called the cops saying he was threatened, and that this US Army vet with a service Co nected disability is a ***

Wonder if the BCSO will investigate after I filed my complaint for a crime against a 62 year old disabled vet?

I am not convinced that LUMBER LIQUIDATORS didn't collude with xxxxxxxxxx *** to try and supplement their income.

BUYER BEWARE

horrible business establishment that I will never use again. their customer service is some of the the worst. if you put money down they'll tell you they'll give you your money back but then you won't receive a check for months.

A different flooring that the one bought was installed. We bought plain Acacia HW 3" plank and the one installed is texturized 5"

Sale order no. XXXXXXXXX PD 08/03/2018 installation date September 14-15. Sale rep: Erick Store Mgr: Robert. We went all the way back to the day we ask for the original quote (a round June), the error was made on that day. They have us sample of the floor that we liked to bring home but use a different item no. for the quote. They alleged that this was also among the ones that we liked, but the other sample that we had a quote on was a Baboo.

Nothing was ever installed. No contact from the company. and they billed me over *** and sent me to collections.
The Modesto CA store arranged to come out and have my house measured. We were told they would contact us shortly with how much it would cost. We never heard another word from them. 3 weeks go by, and we were forced to go to a competitor for our flooring. Fast forward a month and I get a 3rd party collections notice from your store billing me for services I never received! After calling them, they referred me to Kyler who confirmed that they had the wrong number written down. Mind you I didn't get one email, or one piece of mail from your company. He PROMISED me that he would reverse the entire balance due to their screw up, and my credit would be updated. I just got a bill from your company demanding payment for *** Is this how your company operates? This is shady as ***, and I'm going to blast this all over the media. I will never trust your company for anything needed for my home, nor will my friends and family after this.
My account # XXXXXXXXXXXXXXXX. I expect this to be corrected immediately or I will report you to consumer affairs, and I will notify the media. This is shady business practices, and I will not stand still for this!

We would like for them to stand behind their product
We purchased product XXXXXXXX/VMSV5/1261/20 on 03-06-2018.VMHS Silver Oak 3/4"Ã?5". Salesman told us to bring wood in room that it was going in let it acclimate for 10 days. Then put down the vaporbarrier and install flooring. That is exactly what our contractor did. Within 3 weeks the floors started cupping. Contracor contacted customer service about the problem. He took pictures and sent in to company. They in turn sent a guy out to do a moisture test on a day that was very high humidity and had been raining for several days. We have a unfinished basement which has never leaked. They in turn said we need to keep the basement the same temperature as the upstairs. The contractor has installed many hardwood floors and this is the first problem he has encountered. He did exactly what lumber liquidators salesman said to do. The flooring has a 50 year warranty and they won't stand behind it.

Paid Lumber Liquidators for bamboo product and install. Frist day we experienced peeling of finish on floor. Filed complaint- nothing yet.
Purchased from Jack Diamond on XXXXX *** Blvd. phila. PA XXXXX on 6/9/2018. Product was demonstrated by getting hit with a hammer- explained we have tree kids etc. and this was the product recommended- also did our own research and was assured lifetime warranty.

Product: Morning Star Ultra 9/16" x 5-1/8" Vintage Java Bamboo.
Sales Order #- XXXXXXXXX

Warranty is given in literature AFTER we purchase the floor- we use LL installers and trust that we received the best quality product for our needs AND that installation (more than product costs) will be completed to our satisfaction.

Jack was upset that floor could not be delievered earlier- we said end of July/ beginning of August at purchase... He said it was in warehouse less that two weeks later- we did not need florr yet.

When we wanted floor- we then had to wait an extra week- very frustrating- we had delivered eight days before installation and then installed on 8/9/18 and 8/10/18. Installers were professional and we trusted that they inspected each piece of product before installation.

On the evening of Friday 8/10/18- we notice a "peel" of a floor board in our living room area. A rug was going to go there, but we immediatly called store (Jack) and left message- no returned our call.

We called again- left message- no one returned our call. Fast forward another week- it happens again in a differnt room ( we have pictures) call again and in meantime husband returns unused prodect andf talks to Jack himself. Advised to call number on warranty and file complaint.

We do that, needed to send 15 pictures - and fill our form- all was completed and sent. I was told a GLoria would reach out, never did- called again and frinally got a Christina with Customer Care.

After lenghty, accusatory questioning- I was told that the only solution was to have a floor inspector, and the installer come out and test product- per Christina, they were going to need to take peices of floor up and test product- I was upset at first, but was assured other prodict would be installed in its place.
Fast forward another week- installer can come Friday 9/21/18 at 2pm- I have to leave work early and I am there for appt.

9/21/18- only inspector shows up at 2pm- said installer never returned his calls. He took pictures and did what he (i guess was required to do) I mentioned they were supposed to test product and he took an extra peice of flooring we had in the garage for the pass weeks and took that to test.
A few days later I get a call from Christinia, saying that our humididty was too high in the house and it's likely our problem and we need to install a dehumidifier to our home... What? THis is in warranty, but installer is supposed to check surrounding and install/ reccommend etc. News to us. They are waiting for test results of sample- I am the one to inform Christina that installer never came and floor sample was in garage for last 6 weeks and only one peice.

Haven't heard back- was supposed to get a call on 10/2/18- but haven't heard anything. In the meantime, on 10/5/2018- I get an email and a voicemail from Jack back at the store saying my floor is in and I have to come and pick it up. Again news to me. When I called Jack- he said he that floor is there and I need to pick it up and that "he doesn't want to get involved."

I am upset- 1,no one told me floor was ordered and that I'd ahve to pick it up.. I can barely lift a two boards let alone a whole box). We aren;t picking up the floor and we are still waiting for Customer Care to reach out.

Twice I have asked to speak to a manger at Customer Care- and each time I was advised "they are in meetings." Both Jack and Christina are rude, and short- my husband and I saved for years to re-do our floors in our home and it's been nothing short of a nightmare with no end in sight.

We purchased the floor and installation LL with the understanding that we had a lifetime product warranty and installation warranty.

Purchased bamboo strand flooring 5 years ago and showing excessive wear, scratching and cupping. Installed and maintained as instructed.
Made 2 purchases of strand bamboo flooring. Sales order no. XXXXXXXXX and XXXXXXXXX. Complaint made to company and they send out "impartial inspector". Inspector said area of excessive wear was due to my cleaning method, which was stated in the care of the floor instructions. There are areas of cupping, which are random and scratching from a chair that has pads on it. They do not honor their warranty. The area that has the color worn off is in the middle of the floor and no easy way to replace. I called the manager of the local store and he was going to contact regional manager. I don't have faith that they will do anything. Horrible product that was supposed to last 30 year hasn't even made it to 5 years.

The repairs were suppose to be completed today 9/29/18. NO SHOW Saturday Sept 29th to repair our flooring.
In March 2018 - we had purchased materials and install from this company. On August 28, 2018 we noticed the floors were coming up - a bubble in the middle of our entry way (the main entrance to all parts of our home). This is under warranty. I contacted the company on 8/28/18 for repairs as of 9/29/18, no one has come out to look or repairs my flooring.

I deposited *** for flooring After multiple upcharges to *** I cancelled. I have been unable to obtain refund
On 7/16/18 I went to store in hickory to purchase flooring for new home for *** deposited *** Final bill with upcharges to *** received. Contacted reputable installer who contracted to do same job for *** Went to store to obtain refund and was told they had shipped some quarter round to the location and I would only receive partial refund until merchandise returned. Refund never received. Delivered merchandise returned and I was told by manager that check would arrive in 3-5 days. That was over 2 weeks ago. Still no refund.
Called corporate at XXX-XXX-XXXX without resolution.
Discussed with store manager Mr. Ben *** XXX-XXX-XXXX who tells me that I am correct to be upset and that I should have received my check. He has been unable to get corporate to respond.

A warranty claim on 12/27/2017 repair attempted 7/13/18 they removed some flooring revealed bad installation never returned. it needs to be replaced.
15 Feb 2017
I purchased the flooring and installation from lumber Liquidators. The flooring was installed approximately one month later after the wood had a chance to acclimate.

27 Dec 2017
I filed a warranty claim due to some boards splintering (25 or so, it is now closer to 50). I was contacted via email relatively quickly assuring me that it would be taken care of promptly.

6 Jan 2018
A third-party inspector came to the house and deemed that there were no environmental issues to cause the problem, no manufacturing issues and no installation issue. The investigation basically said it was magic that the floor was splintering apart. Lumber liquidators deemed it to be an installation issue (I used Lumber liquidator for my install).
Upon removal of some flooring it is evident that it was an installation problem.

23 April 2018
I received an email from lumber liquidators asking if I was satisfied with the repairs. I stated no repairs have been made and the floor continues to get worse and splintering was becoming a real problem. Apologies were made, "I will request a resolution specialist".

No contact for nearly two months.

23 June 2018
The install company called to line things up for the repair to include delivery of materials and a repair date.

12 July 2018
They came to perform the repairs. What happened was they worked for 8 or 9 hours and removed 9 boards in my dining room. They also remove a large amount of my subfloor leaving sharp splinters in the area (around 30 sq. ft). the installers left for what I thought was the evening to return the following day to continue repairs.

24 July 2018
I contacted the installer via email stating my displeasure with the services not provided. Email inserted below.

Good morning,

The installers came 11 days ago to repair the floor. They removed 9 boards and left and has yet to come back. It is splinter *** for my dogs. The sub floor has been severely damaged in the process. After getting the boards up you can see that only about half of the floor is actually bonded to the subflooring due to the poor installation.

At what point will this be fixed?
When will I receive a refund?
What is going on here?

The response same day.

Good day, Mr.,

I spoke with the installation provider yesterday concerning your current incomplete repair and subfloor damage. He will be bringing in new plywood for the subfloor that is damaged. Unfortunately, that often happens with glued down flooring. He assured me he will be contacting you to schedule the completion of the repair, however, if you do not hear from him by Wednesday, please let me know. I am following up with them right now.

Also, please feel free to reach out to them, *** Floor *** Inc. at XXX-XXX-XXXX.

Michelle Coordinator, Installation Projects
Lumber Liquidators 3000 John Deere Road Toano, VA XXXXX
*** ext. XXXX XXX.272.6946 fax

26 July - 15 Aug
There were discussions about how difficult the repairs would be due to subfloor damage. I offered a resolution that would save them days of labor by just removing the flooring with the subfloor attached and replace the subfloor. They agreed that it would work better that way and accepted the proposal.
They were scheduled to come back but that was canceled the day before it was scheduled due to personal reasons. Another date was set 23 Aug 2018 and that too was canceled the day before because the installers no longer worked for them.

26 Sept 2018
As of today, they have not been back.

The root cause of the problem is based on the flooring already removed having very little contact between the floor, adhesive and subfloor. The manufacturer states 90% min contact. It is actually closer to 50% contact. The trowel used appears to be incorrect (too little glue so poor contact). 3/16 V trowel used vice 1/4 x 1/4 x 1/4 sq. The used bucket of adhesive supports that claim. The V marks are still present and the floor wasn't rolled to ensure contact.

I never received the hardwood floors I ordered and I did not receive 100% credit *** paid and *** refunded).
I originally purchased Bellawood Australian Cypress hardwood floors on Aug, 14, 2018. I paid about half of the total cost. I was charged *** I was told by Dave the sales person that it should be delivered in about 2 weeks. I called the following week to see if they had a more exact date and I was told to expect delivery on Aug, 29. I had my current floors ripped up and my kitchen ripped up expecting these floors to be delivered. No flooring arrived on that date and I was told to expect the floors the following week. Again no floors. Again I was told the following week. We are now on Sept 11. Again, no floors. Again I was told by Dave no later than Sept 20. Customer Service told me the 18th of Sept. By this time my contractor/installer, C-Builders, got involved and talked to Dave. He got the same run-around. September 18 and 20 went by and I spoke to another sale person at the store (Gary, I believe) and he said there must be some confusion because we get deliveries only on Saturday. So, I waited until Saturday, Sept 22. Again no floors. Dave the sales person never once called me. I was promised a call back at least 10 times and not once did I get a call. It would be nice to know the status of my order, even if it's delayed. Let me know. I went elsewhere and got floors in 2 days. I cancelled this order and did not receive 100% of my money back. I paid *** and received a *** refund. Please don't say this is a restocking fee. Nothing was ever delivered, nothing to restock. I received no flooring and I feel I waited long enough with nobody being able to tell me what the problem is. All I get is "next week."

I paid *** to have wood floors installed. This company installed cracked, chipped, splintered and holes in planks wood floors. Refuse to redo.
On May 9 I purchased *** in wood floors, labor, install and carpet removal from lumber liquidators on my Chase Reserve credit card. DO NOT EVER USE THIS COMPANY! Please continue reading and heed my warning. After the payment, a third party company (who is also getting a terrible review) came to inspect and measure the floors. The guy who came spoke English with a heavy accent. I asked him if he did good work and he said yes. On June 9th the third party company came to install the floors. The original man who came was not present to install the floors and he did not tell me that! Instead a very young boy (younger than 16 years) and a man who spoke no English came to install the floors. The boy would bring in the boxes to the man and slam them on the floor. The job was done and after I noticed several cracked, splintered and damaged planks were installed. There were also several gaps in between planks. Also they put back my dish washer crooked and sticking out. They also broke the handle. I called lumber liquidators immediately and they said the 3rd party company would call me to repair. The guy no call, no showed 3 times. I then decided to go to lumber liquidators myself and finally he came back to make the repairs. He proceeded to putty all the damages. After I realized what he was doing I told him that was not the solution to fixing all 50+ planks that were damaged. That was a crappy bandaid and I did not pay for that! He then told me it would have to be removed and glued down and he didn't really want to do that. So he left. I called lumber liquidators and they told me to call the customer service line and opened a claim because there was nothing more they could do. They were very quick to take my money but not at all quick or interested in resolving the issue. The customer service line originally tried to send the same company back out to fix the job they butchered. I said no because this guy didn't want to fix the floors properly and he seemed very unwilling and unmotivated. Who wants someone like that working on thousands of dollars of floors. They then proceeded to send another company to inspect the damages. This company then told me that in order to properly fix the floors they would need to be ripped out and reinstalled. Dave, the rep at lumber liquidators offered to fix only 25 of the 50+ planks by ripping each one out, cutting the plank to remove the extra wood and gluing them down. I paid for my wood floors to be nailed down. Not glued. If I wanted glued floors I would have bought laminates or other floors. I told him that wasn't an option for me and he told me that was all he was willing to do. If I couldn't accept then we would close the case. IM SORRY BUT WHATEVER HAPPENED TO THE CUSTOMER IS ALWAYS RIGHT? Or taking care of a customer properly? TAKE MY ADVICE, do not ever use this company. You will lose countless dollars, hours of your time and leave with gray hairs and crappy floors. 5k and I have cracks, chips, holes and spaces in my floors. It's is now September 9 (three months after the install) and my floors are a mess.

I wish I would have read these reviews prior to purchasing my floor with Lumber Liquidators. This has been the ABSOLUTE WORSE experience with any company. We have never had a floor installed before so we had no clue what to expect. The person came to measure our flooring. At this time he was in our house a total of 5 minutes. He measured, asked what color we had ordered and asked if we wanted the closet included in the install. There was no discussion about baseboards or anything else. We assumed that they would just take our baseboards off, install the floor and reattach our existing baseboards. When we ordered the flooring we were dealing with Brandon who I believe is the store manager. At no time were baseboards ever discussed. Not the removal...nothing. When we picked up our order we had what I thought to be transition pieces and thought that was an awful lot but figured we could just return whatever they didn't use. The floor was installed on August 7. My boyfriend was at the house when they installed. He called me because they had put what Brandon explained was quarter round (which we did not request or order). He asked the installers what it was and they said that they were just installing what was on the work order. I called Brandon immediately and he assured me that this issue would be resolved, that he had to contact the installer who is Lou - who was supposedly at a doctor appointment. I never heard back from Brandon so I went to the store that day to show him pictures and he said that it was his fault that he completely overlooked that quarter round was ordered and wasn't discussed with us and again assured me that the issue would be resolved. We had not heard from anyone by Saturday so we again went to the store at which time Brandon again said that it was his fault and that the issue would be resolved that he just had to get in contact with Lou who was now in Denver. He called Lou and I have no idea what they discussed because he took the call in the back room. He did tell us that Lou said that he would need to be paid for his work to correct the mistake. I do not feel as though it is my place to pay them anything when they made the call to order quarter round and put it on my floor when that was not what we wanted at all. Brandon suggested that we call customer service as this would "speed up the process" to get our floor fixed. I called and go the complete runaround. I spoke with Leslie of installation who said that she would open a case and it would immediately generate an email for me to respond to with pictures. I spoke with her at 9:39 a.m. I never received an email. At 4:10 p.m. Dave from customer service called and told me that they could not remove the quarter round without creating more issues because there is now a gap between the flooring and my existing baseboards. I told him that Brandon said that it could be remedied even if they had to redo the entire floor. He told me to send the pictures to him, which I did and am attaching those emails herein. Today is Thursday, August 16, 2018 and I have yet to hear from anyone. My boyfriend, Ray, reached out to Brandon who is always too busy to talk to him on the phone. I feel as though I am getting the complete runaround and I am not happy at all. I cannot move anything back into our living room until this issue is resolved. As of today, September 14, 2018 my stair nose is still not fixed and is quite frankly a hazard. I continue to get the runaround about how they have ordered the stair nose. I'm guessing that it doesn't take a month to get that piece in. Maybe when someone trips down my stairs from this faulty stair nose and I sue them that will get their attention. NEVER BUY FROM THIS COMPANY!

Hi I bought Wood from this store and returned it without opening. While refunding they gave partial Tax that they originally charged. The original amount they charged while I bout was *** they processed refund they processed a total of *** I asked them about the difference *** they said they will process in 2 business days as they need to open service ticket with their software vendor as it can only be done by updating manually. Its been almost a month and still they didnt process . I called coupel of times, When I call they say they are going to process. Nothing is happening. ThanksRamesh
Product_Or_Service: BW Brazilian Cherry 3/4x5" Sel and Step Nose
Order_Number: XXXXXXXXX
Account_Number: JEREMIAH CARTER

Purchased 1,911 s/f of solid bamboo floors w/Lumber Liquidators installation, immediately found scratches with unreasonable resolution from company.
Order Number XXXXXXXXX, Order Date 3/5/2018 from Lumber Liquidators (LL) Store 176 in Plant City, FL. Purchased Morning Star XD 1/2" x 5" Distressed Honey Strand solid bamboo floors, installed by LL installers. Installation 4/13/18-4/20/18. During installation, installers slid their air compressor for the nail gun around on the new floors on a cardboard box. After installation, installers placed china cabinet, antique sideboard, dressers & beds on carboard boxes (instead of furniture sliders) & slid them to original locations. They did not clean the floors after installation. As we started cleaning all of the sawdust & dirt, we immediately started noticing scratches. Many of the worst scratches were from areas they had the air compressor & where they moved furniture. All furniture was outfitted with felt pads before we moved them back into the house. I called the LL Store Mgr to discuss my concerns starting 4/28, finally got in touch 5/1/18. On 5/2 I sent pics & he reached out to Regional Mgr, offered a stain pen & bottle of scratch away to help. Sent info to customer care, their response was that scratches aren't warrantable, offered a "goodwill store credit of *** to assist in purchasing scratch solution". I responded that was absolutely not acceptable. Called Store Mgr back & he said corporate told him the same thing, scratches are not warrantable, only the finish is warrantable. LL agreed to perform Taber abrasion test & said it performed above its rating. When I asked for a copy of the report was told it's proprietary info so it can't be released, & "you probably wouldn't be able to understand it anyway". LL quality tech (Michelle) said they are "just surface scratches" caused by the aluminum oxide finish, no flooring is scratch proof, & these issues are caused by use & abuse, & is a maintenance issue (from sand, grit, dirt, etc). She has wood floors & 2, > 100lb dogs & she doesn't have a problem with her floors scratching. Then they sent out a 3rd party inspector. His conclusion was there were no site, manufacturer or installation related issues. The stain pen & scratch away solution only minimally improve the scratches, which are literally in every room across the house.
I asked the customer service rep (Christina) what she would do if this happened to her, she responded that she would have "researched the wood before she bought it & realized that bamboo is made of grass, & while it's beautiful, it reacts to the environment". SKU #XXXXXXXX product description from LL website: "Twice as hard as oak, strand bamboo is an optimal choice for busy homes when durability is needed to stand up to the wear & tear of family foot traffic, active kids & even pets. To make strand bamboo, shredded bamboo fibers are compressed under extreme heat & pressure. This manufacturing process yields flooring that is even harder & more dense than traditional bamboo floors. Available in a variety of colors to complement & décor, all Morning Star Strand bamboo products are finished with premium coating & backed by a 50 year warranty." This is false advertisement & the warranty is a joke. We have no pets, rugs at every door, inside & out & keep the house very clean. The least amount of pressure scratches these floors (including a small handheld vacuum cleaner). We spent over *** & we're absolutely devastated with the floors. We never would have purchased these floors if we knew they were going to scratch so easily (even though we go above and beyond to be careful with them). It's impossible to enjoy living in this house anymore. Even the Store Mgr (Barry) said the floors should not scratch like this. He showed me a sample from the warehouse & ran a key over multiple times it with no scratching. I tried the same thing with my wood & it immediately scratched. LL has been very difficult to work with & they have terrible customer service. They do not care about customer satisfaction.