LL Flooring

Lumbar Liquidators misrepresented their product and is not honoring the warranty
I live in Duluth, MN & in 2013 added a home addition. Through research I learned that hardwood flooring was generally not acceptable for installation over heated floors & since our house has in-floor heat on the entire main floor, I looked for alternatives to hardwood.

At the Duluth Home Show, Bryan from Duluth Lumber Liquidators store informed me that Morning Star strand bamboo flooring is warranted for 30 years for installation over in-floor heated floors. I visited the store a week later and asked again if the flooring was warranted for installation over in-floor heat and he assured me that it was. He said that I must use Bella Premium Underlayment for the warranty to be in effect. I ordered 2,410 sq ft of Morning Star Strand Antique flooring *** 24 rolls of Bella Premium underlayment *** & 30 ft of transition molding *** I paid for the order in-full on 6/28/13.

Upon purchase of the flooring, the salesman at Lumber Liquidator provided the installation specification which specifically allows installation of the flooring over in-floor heat. I asked Bryan at Lumbar Liquidators if I needed to use their installer for the warranty to be in effect and was told that I can use any licensed installer. I asked the contractors building my addition for a referral and received multiple recommendations to use 7 Bridges Co. for installation. I received a quote from Ryan *** of 7 *** for *** and subsequently scheduled installation for 5/19/14.

Within a month following installation the floor began forming gaps between the planks. After spending so much money, I elected to wait and see whether the floor gaps would worsen or improve. After seeing no improvement over several months I hired the installer to return and remove some of the flooring and subsequently reinstall it in an effort to repair the gaps. This cost *** & the gapping returned within two weeks.

I called Bryan at the Duluth Lumber Liquidator store and told him of my issues. He told me that Lumber Liquidators no longer warrantied my flooring for installation over in-floor heat. I asked him if this was due to the fact that it was found to be unsuitable for this type of installation and he responded "probably, yes". I reminded him that based on my purchase date, my flooring would still be covered under the 30 year warranty. He agreed & suggested I start a warranty claim.

I did make a warranty claim & a third-party inspector from Lumbar Liquidators stated that the flooring was installed incorrectly & hence the gapping issue was not covered by warranty. The installation instructions were followed explicitly & I disagree with this conclusion. I take issue with this when numerous complaints have been posted online substantiating the issues that I have experienced with the same flooring. The majority of those customers have been denied warranty coverage for the exact reasons I have. My issue is further substantiated by Lumber Liquidators removal of warranty coverage for my type of installation shortly after I purchased my flooring.

I could have accomplished a satisfactory installation by purchasing less expensive flooring (not requiring underlayment) but based on the advice of the Lumber Liquidators manager, I was effectively "oversold" & purchased Morning Star strand bamboo flooring instead.

If one reviews customer complaints regarding Lumber Liquidators Morning Star strand bamboo flooring, this common theme will be found: customers who install the flooring in small rooms seem to have few issues, while customers who install the flooring in large rooms (like me) have significant gapping issues. These customers state -as I have- that Lumber Liquidators blames their installer & installation techniques rather than honoring the warranty. I realize that Lumber Liquidators is in business to make money but selling flooring that is not fit-for-purpose & then blaming the customer & installer for the resulting issues is unconscionable.

I was charged for an order that was lost. I contacted by credit card company, they removed the charge.
I was in the local store in Columbia, SC, and I asked about the order my husband had place over the telephone and they could not find a charge with my name, or my husband's name, or the amount that had been charged to my credit card. I contacted my credit card and they refunded the charge. Lumber Liquidators then had the charge re-instated with an invoice sent to my credit card company that does not list me as a customer and has a name on it I do not know. The resolution by LL is to issue me a store credit. This is unacceptable. Because they couldn't find an invoice for the order my husband placed on-line with the Columbia store, they came up with an invoice which does not belong to us. I will never use a store credit because the original product I purchasedvinyl flooringis a lousy product that does not meet the promises made by the salesman at the store. I would take it up and throw it away if I could afford to, but I will never buy another product at Lumber Liquidators. The purchase in question here is the quarter-round molding which we eventually did get ordered and we received. It, too, is an inferior product. We have called both the local store, and the local headquarters in Atlantawhom I called when they lost the invoice and they TOLD me to cancel the charge on my credit card because they COULD NOT find the invoice either. My husband and I have talked to various stores and local headquarters to no avail.

Terrible company. Provided me a dishonest bid. Left off $1300 in floor glue and never mentioned I would need this, only bid half the labor they were supposed to, then asked for more $$, shorted me wood. Very dishonest, unorganized company. DO NOT buy from them!

I have called their customer service specialist at the main office and sent in all paper work and nothing has been done to fix my flooring.
I had bamboo flooring put in last year and I am having issues with the flooring separating and pulling apart. I have been contacting customer support to have this issue resolved and nothing has been done about it. I contacted Lauren and she told me to send in the paper work (pictures and all information on the box that had the flooring in it) so I did that and she said she would get back to me in 24-48 hours which was back in july and I still have not heard anything back from her and I have tried to contact her several times after as well.

Floor was improperly installed. They came out to fix it and it still is not correct. Also, floor is damaged by improper cleaning after grouting.
After waiting for 14 days for my floor to be installed in Feb this year the slop was not removed and I ended up with an additional slop in the kitchen.One of the installers smoked pot and the other installer urinated in my driveway. The tiles are uneven, not properly grouted. There are stains on the porcelain tile from the installer not properly wiping the tiles after grouting. My floor consistently looks dirty. Greg the regional manager and Bob the owner of RW flooring came out to *** the floors and they stated that they would have some workers come out and fix the problems that I addressed to them. The workers came out in July ripped up 10 rows of tiles and poured a floor leveling agent prior to laying the tiles. The slops are gone however the ridge line of the tile is not level with the other flooring and has chips along the edge where they pried the tiles up. I still have the adhesive marks on my tiles. Product XXXXXXXX/36X6OOG/1322/10/XX-XX-XXXX Sales Order XXXXXXXXX Purchase date of XX-XX-XXXX Customer No XXXXXXX Purchase amount

Defective engineered bamboo
My husband and I purchased our very first home back in November of 2017. The home needed quite a bit of updates, the biggest one being the flooring throughout the whole house. We visited Lumber Liquidators, and we were "sold" on the Engineered Bamboo flooring. Joseph gave us many examples and presentations of how totally durable this product was to be. We bought 46 boxes of Morningstar - Fall Harvest. We were told all these wonderful qualities of Bamboo flooring, and how durable and comparable it was to Red Oak wood floor. After some thought and careful consideration, we went back to Lumber Liquidators and purchased the necessary amount to replace our existing floor in the home. We bought 46 boxes from them initially.

We hired our own certified independent contractor, Carlos, to install the product. He had previous experience with installing bamboo, and his work looked clean. About a month after installation we noticed some small imperfections, however as time went on we noticed the various planks started to warp, raise and ripple. This was shocking, as the house has had NO water leaks, and has had NO water damage since we've moved in and the flooring was installed.
We noticed the worst of it was in between our kitchen and living area. We reached out to Lumber Liquidators Customer Service, provided them the details of our situation, and were given a store credit to purchase the amount of flooring needed to repair the damaged planks as well as the glue sold at the store.
This time, we went with the contracting company associated with Lumber Liquidators. The 2 men arrived early Saturday, and started immediately with the taping off the section that was to be repaired. Once the damaged planks were removed, we were told there was a problem. The worker, Glenn, told us that he would not be able to replace the planks that had already been removed He told us that the planks near the ones removed were swollen, and the boards would not fit the way they should to do the proper repair. He then proceeded to tell us that he saw some of the same kind of problem boards throughout our entire house. This was incredibly frustrating, and heart breaking news.
The floor repairmen, Glenn and Dave( from *** told us that the only way to fix the problem section, was to put a transition in between our, open floor concept, living room and kitchen. This is NOT what my husband and I wanted to do, so we turned down that idea quickly.
The men, with no other repair ideas, told us that the product was not great and they left without doing the repair they initially came to do.
My husband and I did reach out to Lumber Liquidators corporate office. We were assigned a rep, Omar, and unfortunately all they provided to us were accusations that the product was installed poorly. We have sent multiple photos of our floor, all photos reveal inconsistencies with the floor. This is clearly NOT an installation issue.
Incredibly frustrated with this whole process and the product we bought, in good faith from Lumber Liquidators, the product we were told was so great, the only acceptable solution for us is to receive in full, *** money back for all product, and get full compensation for the installation of the poor quality product purchased.

We can provide all invoices for product, as well as products needed to install flooring, if these are needed.

I feel the flooring I bought from them is poor quality. I have been waiting to receive product I ordered months ago but they keep messing it up.
On March 28th 2018 I purchased new hardwood flooring through lumbar liquidators along with matching steps and risers. April 16th my floors were delivered but my steps and risers were not there. When I called the store they told me they were still waiting for them to come in. I told them I had already lined up instillation for 22nd. The associate assured me the steps and risers would be in. The day of instillation came and still no word from them. I called them again and they told me that they "put the order for them in the computer but never submitted it". I was told they will have the product to me in a few weeks. A month goes by and I receive no phone call. I call them again and they told me the steps were in but most of them were damaged. They mailed what was salvageable and told me they will reorder what was damaged. they told me they will notify me when they arrive and ship them to me. A month goes by and I call them inquiring about the steps. AGAIN I was told "we put the order in the computer but never submitted it". At this point my floors that were installed are starting to splinter apart. A few weeks go by and I call about the steps again. I was told they have "been here waiting for you to pick them up". No one ever called me plus I was told I was getting them mailed to me. I had to argue with them to mail them. After I finally received the boxes I placed all of them in the rooms they would be installed so they could acclimate. Now it's june and I now supposedly have everything I need. I open all the boxes to find out I was shorted two different size risers "two different sets of steps" and one riser was damaged. Now I am short 3 out of 10 risers. At this point I call them again to complain how I STILL need risers and this was getting out of hand. I was assured the problem would be fixed and the risers would be out to me ASAP. I also made the call to corporate at this point to put a complaint in about the incompetent people who work for them. My floors are also still splitting so I also inquired about the warranty telling them approx 12 boards were starting to split. The woman I spoke to told me it was because of the humidity in my house and that it was not covered under warranty. She did however comp me 2 new boxes to replace the boards and a little thing that reads the humidity in the room. "Turns out the humidity was fine" This woman's name was Stephanie. She's about the only good thing lumbar liquidators has going for them. Now it's july and I hear nothing about the risers. I call and inquire about them. It turns out the manager of that branch switched stores, never told anyone about my problems and low and behold I'm told for a THIRD TIME THAT THEY PUT THE ORDER IN THE COMPUTER BUT BEVER SUBMITTED IT. Not even the two boxes of floor I was comped weren't ordered. this point I call Stephanie back and she started getting thing expedited and moving faster. I finally got my two boxes of floor and now july 15th the 3 risers finally came. I opened them up to find they are not the right size I told them I needed. Plus the quality of them are not as good as the originals I got. The first set are very thick and these are paper thin. I call again and now start complaining. I actually feel I should be fully refunded for my entire purchase do to the ringer I have been put through. Mid July and I'm STILL waiting for the correct product. I have taken off time from work to install these steps to find out each time they screwed up again. That makes two paychecks shorter Because of their mistakes.

These people at LL are so rude. Now here my story again. Last yr we had to replace a couple of slates of wood cause the first time they did not repair
it right. So they wanted me to take pictures and I told them I do not have a smartphone. So they gave me problems and I told them I would turn them into the Revdex.com. So that is what I did. They finally took the hint and sent some one over here to fix the problem.So there is another problem again this and I told her I email about the problem no smartphone. So she got smart with me and I hung up on her. I will never buy anything ever again. I paid to much money for this floor and there given me a problem. I will stop paying them.If they do not fix the problem.Her name is Joelle. #X-XXX-XXX-XXXX

***additional consumer comment is attached

I had a defective product. The credit card I used to pay was already paid off. I was to receive a corporate check but was credited back on my card.
Defective product returned and the card I used to purchase was already paid off. They were nasty when I returned the defective product. I have, in writing, that I was to receive a corporate check within 10 days. When I did not, I called customer service only to find out that my credit card was credited back. I could have had that completed in the store 10 days earlier. I asked them to reverse the credit and send me a check. After getting the run around all day, I was finally told that they can't do that. I was basically told, oh well, that's the way it is. I called the store back and spoke with Gary, Deptford NJ store, and he told me he gets checks issued all of the time. Someone is lying to me and that's my issue. I have, in writing, that I was to receive my credit in the form of a corporate check and that's what I want. This was the worst customer experience in my life. I will NEVER shop that store again. Sales Order: XXXXXXXXX. Document Date: 06/23/2018. Customer No: XXXXXXX. Ref Order Num: XXXXXXXXX

They did not complete work that they had started due to "overbooking" their contractors. Did not fully refund our deposit despite warranty.
We bought about *** worth of flooring from Lumber Liquidators. They promoted their installers and said that after a free estimate, professionals will do the work, and that we will NOT pay until the work is done properly. All were FALSE claims. We have concrete floors and told them that the floors are not even and need to be grinded and leveled. They gave us an estimate of close to *** for the installation including the grinding and leveling. First group of people came and ripped out our carpets, piled our furniture in the kitchen and TV room and left. The installer that came next said that the floor is uneven, (we had already told them that), he said that he can not do the work. A week later they sent a contractor Justin Wood from Wood Brothers who said "This is not bad I can do this in 2-3 days". It will cost an extra *** The store agreed to cover 50% of the additional cost. We said ok. Justin *** and his crew worked for ONE day. They did half of the grinding and leveling. Then they did not show up for their next THREE appointments. This is all over a period of a MONTH with our furniture piled up in the kitchen and everything covered in plastic for the grinding. The store said they will find another crew from Seattle. They DID NOT. They said they will refund us our money less *** for the work already done.

We have bugs burrowing out of our floor. They want us to tear it our before they move forward. With no guarantee that they will fix it. 3 years old
About three years ago we spent upwards of *** on our floor. We had squeaky boards that they said, that we needed to send pictures of. You can't photograph a squeak. Not fixed. Now we have bugs burrowing out of a board and they want us to tear it out so that they can have a bug guy come test for what kind of bug. With no guarantee that they will get rid of and repair the floor.
They are not easy to work with on the backside of the sale.
We just want our floor fixed. All we need is the labor, we have extra boards.

I purchased over *** worth of flooring and have about half unused and still in boxes and they will not accept a return on this flooring.
I purchased flooring and am trying to return it and called the local store and was told I could not because it was the floor that is under investigation for letting off to much formaldehyde, so left a message on Facebook and was told to call 800 number for customer service and was told the same thing and would receive a letter in the mail about a law suit and would get 10% of the purchase price. I am pulling up the floor now that I installed because of this and would at the very least get store credit on these unopened boxes so I can get flooring to put down.

Unsafe leveling practices, cracking floors, did not do what we ordered as clients. We have called them, but to no avail.
We had floors installed. They did a poor job leveling, and failed to level the sunken floor altogether. Now, persons are falling and hurting themselves. The company seems to ignore our pleas for help. They did take our money, however.

A minimum refund of *** is due me for a miscellaneous charge for a service that was never done because it had already been completed by customers.
I purchased 176 square feet of Butterscotch Oak hardwood flooring which was 3/4"x 3-1/4", weighing 479.952 pounds which came in 8 boxes that we had to pick up from the store. That was a surprised, we were not told hardwood had to be picked up. The amount of *** on 12/7/17 for the hardwood flooring. Included in the *** was *** for coming to the home to measure correctly.
Sales order is XXXXXXXXX, job order is XXXXXXXXX, and customer# is XXXXXXX. Payment for the hardwood was *** and *** for installation and materials which was paid on January 19, 2018.Total paid *** Included in the *** was a miscellaneous fee of *** for "misc charge #XXXXXXXX/IMISC/1240/40. I asked for an explanation of this charge and was told my Josh at the Fairview Heights, IL. that this was to be paid in advance for leveling of the floor. I had five family members to remove all furniture from bedroom, old carpeting, pad and all staples. We got the dust up thoroughly. My old floor is hardwood and in good condition, just needed color restoration and the planks were smaller. I have pictures and they were submitted to corporate office. On the day of installation 2/1/18, the installers Robin and Adam came in, took the temperature of the wood and ask to look at the thermostat, then began their work. Job was finished on 2/2/18. A charge of *** was paid for installation and materials, the installers stated I owe them *** upon completion. When one subtract these two figures, the difference is *** Surely, the materials of glue, nails white paper, T-molds, adhesive and Urethane remover cost ***

On 2/5/18, I began to inquire on extra products left which was over half of White Silicone Shield paper in which I was told by the store to sell it on Ebay. I also have two Oak Butterscotch of T-Molding 1/4x2x78" in an unopened box which cost about *** It is understood why half a box of hardwood is leftover. I have spoken to the corporate office to Wayne on 2/6/18 at *** ext. *** who stated I will be refunded. Other calls and messages were not adhered to. I have spoken to others at corporate office, but to no avail.
In April, I received few calls from Christina who is a Customer Resolution Specialist, phone number *** ext. *** I spoke to her on 6/12/18 and was told her case on this issue was closed. Christina stated she forwarded case #Account# XXXXXXX to someone in the Compliance Dept. name Robin on 4/13/18. She stated to call back, but as of 6/28/18, there has been no calls or messages from Robin or Christina.
I did receive a check in February 2018 for *** There was no explanation as to what is was far.

Since no one from Lumbar Liquidators desire to resolve this matter since February 2018, I had no other choice than to file a complaint.

The installed floor is buckling in at least four places. I have made 16 phone calls attempting to get repairs. They are giving me a run around.
Flooring was installed December 15-20th 2017.
Floor began buckling in late January and I contacted L.L. early in February. I contacted the office No contact in March because of email problems. Then I made numerous visits to their office(Bakersfield/ Ming Ave.) L.L. said they were contacting thier main office, but there was no response. I continued to call Christina(custonmer Care Rep.) , but calls were not returned. When she has contacted me, she asks if rthe installers have contacted me, which they haven't.
My casre # with them is: XXXXXXX.
The flooring cost was *** with a labor cost of $989 which was paid by Visa credit card.

My brand new floor is warped and coming apart I just want it fixed.

I contacted Lumber Liquidators 3 months ago about my kitchen floor. I purchased it August of 2017. Its coming apart at the seams. Its warped and chipping at the corners. They sent 4 people out to my house to look at my floor and they all say its the material. The first man that came out said it is bad material. They want to send someone else out but it shouldn't take that many people to determine whether or not they should fix it. They keep giving me the run around. They act like its my fault. I just want my *** dollar floor fixed. The floor looks like I've had it for years and its only been months.

Thank you so much

Delivery was too late as promised, and still missing pieces.
Placed an order for about 700 sqft hard floor (31 boxes) and 7 underlayment pad in May and was informed the product was in the nearby store (Yonkers) since early June and asked me to call to schedule. I called in Monday (June 11), they said they can deliver on Friday. I was contacted by the driver on Thursday informing me that the delivery can not be performed on Friday. And has to schedule for Saturday morning or early afternoon. After numerous call, the drivers finally came at 6 pm with two vans, (the first one with 6 boxes), the second one with 23 boxes and the underlayment. And I was told there are still 2 boxes were missing, and they tried to get it from Connecticut, not sure the delivery time.

First of all, they are heavy items, I have to have my contractors work overtime to wait for the delivery. Why lumber liquidator has to do the delivery so late, it is not a book or stuff that as homeowner who can handle. I paid almost 200$ for the shipping fee and deserve this? It delayed my work on this weekend, also I have to pay the overtime fee for my contactor for their waiting time.

Super Durable EVP Flooring scratches easily. Most of the floor is showing scratches from normal wear and tear after four days of use. SKU: XXXXXXXX
Order Number XXXXXXXXX

I chose this product based off the sales person's recommendation as a durable water proof product. I had laminate prior (Dupont Brand) for years and it did not scratch under the same usage. After 4 days of normal usage it is scratched in about 50% of the area. Company states it will takes months to resolve. I had my floor cleaned before moving any furniture. An empty couch being slide across a clean floor should not cause scratches. I moved the same couch in the same many dozens of times on the old floor. Even our dining chairs are causing scuffs.

Here is a product description from the web site. I do not think it holds up to these claims.

CoreLuxe Engineered Vinyl Plank (EVP) combines the durability, comfort, and waterproof features of luxury vinyl plank (LVP) with an innovative rigid core that clicks together with ease, making it a great choice for DIYers. CoreLuxe stands up to heavy traffic, busy families, and pets. And, its no-fuss maintenance is as attractive as its authentic hardwood looks. CoreLuxe is ideal for any room-even bathrooms, kitchens, and basements - but for the best performance, choose CoreLuxe Ultra.

Highlights:
- Waterproof; wet-mopping and common household spills won't damage the floor
- Enhanced wear layer protects against scratches, scuffs, and stains
- Rigid stone-based core provides the best stability
- Thickest EVP with superior dent resistance; holds up best to heavy items like pianos
- Designed to be floated with limited prep and no acclimation time needed (see instructions for details). Install right out of the box!
- Authentic wood looks and texture
- Phthalate-safe
- Greenguard GOLD or FloorScore certified for indoor air quality
- Lifetime warranty

We had flooring installed in San Marcos, CA and it is defective. The claim is with headquarters. Process began in April, and we have no resolution.
We purchased flooring and had it installed through Lumber Liquidators in late November 2017. We noticed the seams were blown out and it was breaking down across the house. We reached out to LL in mid-April 2018. The installer, an additional contact of the installer's and LL sent out an independent consultant to review and assess the damage. The independent consultant was here on 5/21 and said his report would be submitted in full within 48 hours. All confirmed the issue we were seeing but have not confirmed the cause (whether it was the installer's error or a product defect.) We have been treated like an inconvenience from day 1, with no one apologizing for the blatant issue. Every time we reach out to headquarters it takes multiple calls and a few days for them to get back to us if they get back to us at all. Most recently, the customer service rep told us her "phone and computer were not working" which is very hard to believe for obvious reasons. The installer says he cannot talk to us about an open claim and we should talk to LL. I have called LL the week of 6/4 and again twice the week of 6/11. We received an email with no information other than that their phone and email apparently haven't worked since when the inspector visited us. I asked for a manager on 6/6 they said I would hear from someone within 24 hours and that has not been the case.

Multiple issues with order/installation of flooring, lack of response/assistance from customer care dept. including CEO
We placed an order with Lumber Liquidatorson 3/10/18 order # XXXXXXXXXto have flooring installed in new home. Order was paid for and material was delivered to home prior to closing in order to acclamate. When order was sent to installer he did not recognize name as person present at time of measurement was different but issue had been explained to sales person so installer "tossed it" in the trash as we were later told is the policy of the company by supervisor Collin @ Comstock Park store. Multplke calls to store were not returned and when we were able to speak with installer were told that wood needed additional 3 weeks to acclimate resulting in need to stay in hotel. When we could not afford hotel and storage of property any longer moved into basement and stored items in garage. Had to be present in home during installation exacerbating health issues, cardiac, lower back, Asthma, multiple calls to Customer care supervisor Sandra were not returned as multiple calls to manager Shari were not returned. letter sent to CEO Dennis *** and received by his office on 5/22/18 has resulted in no contact from anyone at Co. When installation was complete it was discovered that all of the trim installed is incorrect.