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LL Flooring

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

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LL Flooring Reviews (%countItem)

Great service until we paid them.
In February, we ordered floors and vents for our house. Advised that we wanted nailed in type of floors. Requested installation the first week of April and were advised no problem. Ordered a bamboo product. Within 2 weeks the floors were measured and product ordered. We went through the measurements and quotes and pointed out an area in the kitchen that we thought might be an issue as it had a lump under the floor. Paid for our order. We worked with Zach and he seemed very knowledgeable. At this point we were happy.

Floors were delivered but no one ever called to set up installation. We called again and were told there were no issues with installation the first week of April.

The last week of March, we called again and were told they would be there for installation on Monday of the following week and that installation would take 2-3 days. We pulled up the carpet and tile in preparation. They didn't show up on Monday. On Tuesday two men showed up, stayed for 5 minutes and said that the floors near the door contained too much moisture and needed repairs. We repaired the floors immediately and let them know. They didn't call us back.
We called them back again for installation dates and they said it would be the following week.
The next Wednesday, the installers came and began putting in the floor. They worked for 3 days and then said the floor had issues. The floors were dimpling at every nail. They tried a few different nail guns and then said they would get back to us by Monday.
We didn't hear back and called them. They tried to say that the issue was our sub-floors and it would cost an additional *** to take care of it and floors would have to be glued down. We advised that the sub-floors are fine and they had already measured and inspected. We specifically requested nailed down floors and weren't happy with glued down floors. We said their product was defective through no fault of ours and that they should either provide a better product or refund us. They said they would get back to us. After several more days of hearing nothing, we finally reached someone and they said they would provide a different flooring product at no additional cost and would have installed by Derby. We went to the store and worked with Zach and selected an alternative flooring product. We were told that the flooring and the vents were stock items. We selected drop-in matching vents rather than the flat cut-in vents so that we could be finished sooner. The floors needed to acclimate and we were told someone would be out on Wednesday or Thursday. New floors were delivered and we were told the installers would be out after a week of acclimation. No one contacted us and the installer showed up on Wednesday. We had now been living on the subfloors for about a month.
The new flooring was installed the first week of May and took about 5 days for installation. We were told the vents would be in the next week.
We still do not have vents in June. We have been told several different dates which have all passed and no one has contacted us. We were also told a credit for the amount of the vents would be issued and that hasn't happened either.

Desired Outcome

We borrowed *** to fund a portion of this flooring. We want the vents delivered to us before the end of this week or we can pick them up. We just want to have the job finished so that we never have to deal with this business again. We are requesting the promised credit be issued as well. After all of the trouble we have had, it would be nice if they refunded more.

LL Flooring Response • Jun 08, 2018

Ms.

Thank you for sharing your concerns with us. According to our records, the installation of the grills is scheduled for Monday 6/11/2018. Also , the credit for the grills was processed to your MC ending in *** on 5/11/2018.

Thank you,

Barbara
Customer Advocate

By far the worst consumer experience I've had in 10 years. Don't bother calling, because if they answer the phone at all, they will put you on hold for 20+ minutes before you finally hang up. Don't go to the store because there will probably be a sign in the window that says they will be back in 30 minutes...even though they probably will not. Don't order floors because their invoice will be wrong over and over and over again. Don't make an appointment for the installation, because they will not keep the appointment. Don't expect the installers to finish the floors if they show up, because they won't and you will be tripping over uneven floors for weeks. RATING: F

The delivery of my Hardwood floors ordered from the LumberLiquidators was postponed 3 times and finally delivered to a wrong place by their mistake.
I placed my order (i.e. order number #XXXXXXXX) from LumberLiquidators.com on 4/29/2018. After that, I was told that they would deliver my product on 5/9/18 the following Wednesday. I took that day off with my contractor for their delivery but no one came, nobody called us either. I called the company on 5/9 and they told me that the delivery was postponed to the next day 5/10/18. Then my contractor and I took 5/10/18 off again; but still, nobody came, no phone calls. I called the company again, and they told me that they would deliver it on Saturday 5/12 between 8am and 2pm. Thereafter, my wife and I just canceled our plan and waited for the delivery. Up to 2 o'clock on 5/12/18, there was still no delivery, no phone calls, and no update. We called the carrier,but they gave us a BIG SURPRISE as they said "your order has been successfully delivered!!" What? When and where? At this point we felt so mad and frustrated! We called the store located in Philadelphia and then we spent another 3 hours back and force with the store representatives, they finally told us that it was a criminal someone stole my wood floor and delivered to some other address! Gee! I NEVER heard about this. My order was finally delivered on Sunday 5/13, but my entire experience was too bad, it was wasting my 3 days and my contractor charged fees to come to my house on 5/9 and 5/10/18.

Desired Outcome

We expect to get *** refund from the company as I believe that it is reasonable for them to refund the shipping cost *** and the charges from my contractor for

LL Flooring Response • May 25, 2018

Dear Mr.,

We do apologize for your experience. We will be happy to honor your request for a refund of *** for shipping cost and contractor fees. I have attached the Agreement Letter that confirms our agreement of the courtesy refund to resolve your concerns. This letter does not need to be signed or returned. Typically claim resolution is completed quickly but could take up to 3-5 business days based on the order in which your claim is received. You will receive a confirmation email once the credit is processed. Thank you for your patronage of Lumber Liquidators, and we express our sincerest apologies for your experience. If you have any questions, comments, or concerns please feel free to contact me.

Thank you,

Barbara
Customer Advocate

Customer Response • May 29, 2018

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

Misrepresentation of Tranquility Lake Forest vinyl plank. The end result was a flooring with characteristics of ripples and pits.
The remedy was to undo 25 click floating boards where the characteristics are most pronounced with new boards instead of replacing the entire flooring. The sample shown was not what I had installed. The representative never told me about the characteristic AND I find out, this flooring has been discontinued.
Lesson learned - don't purchase liquidated flooring!

Desired Outcome

Lumber Liquidators knows that I am not happy with the Tranquility Lake Forest vinyl flooring installed. There should had offered a credit for the product I am now stuck with instead of adding insult to the injury of replacing click floating boards.

LL Flooring Response • May 31, 2018

Good afternoon Ms.

Thank you for contacting us. Our records indicate that your concerns were found to be cosmetic related and there is no manufacture defect. As a good will gesture Lumber Liquidators has agreed to board replacement of 25 boards. The delivery company has also tried to contact you to have your delivery scheduled. Please contact the store at XXX-XXX-XXXX to arrange delivery.

Kind Regards,
Chevon
Customer Advocate

Customer Response • Jun 06, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
The floor board shown at the store did not have characteristic of ripples or pitted. The representative did not offer this information when I made the selection. I expected a smooth flooring and their installers did not bring to my attention when a board looked different to discern whether I was expecting that characteristic. Buyer beware that when purchasing anything at Lumber Liquidators you will end up paying and stuck with what is delivered and installed. I do not accept their remedy of replacing those boards affected BUT am stuck with it until I can save the $9,000 to replace it I am stuck with it.
NEVER will I shop at Lumber Liquidators!

LL Flooring Response • Jun 12, 2018

Good afternoon Ms.,

We deeply regret that there were concerns with the floor you purchased. Since your concerns were not found to be a manufacture defect, as a goodwill, Lumber Liquidators has delivered 188.80sqft of flooring along with trim to help with your concerns. Please feel free to contact us if you have any questions.

Kind Regards,
Chevon
Customer Advocate

Flooring has warped and separated. Contacted local store in Fargo ND, passed *** to warranty department. No action in over 90 days.
Product involved MS XD Bamboo 1/2" x 5" Strand ANtique QC Lumber Liquidators order # XXXXXXXXX Purchase date 12/26/2016. Flooring was brought to my home to acclimate on Dec 26. Installation began about 2/15/17 by a Lumber Liquidators team. Quantity involved 550 sq ft. Payment amount totaled *** on a Lumber Liquidator credit card, *** Bank, deferred interest. In late November 2017 we noticed the floor was splitting and 1/4 to 1/2 inch cracks were forming between several of the boards. Then one of the boards started lifting and warping. It is a trip hazard. Contacted local store *** in Fargo ND to worked with sales rep Cole. Cole said he would submit it to the warranty department. At a second contact Cole gave me an email and phone number for Gloria at the corporate office. I received a phone call from an unrecognized number and no messsage. Cole then asked me to submit a copy of my invoice and a disclosure form as well as pictures of the floor. The paperwork was submitted by fax to the number provided and the pictures were sent PDF. There was no further contact from Lumber Liquidators until April 20, 2018 when I received a late Friday afternoon call from Chey. She again requested the same copy of invoice, disclosure and pictures. All were sent again on April 20 by Email as requested. I have tried to contact Chey by email and there has been no response.

Desired Outcome

I would like the entire area replaced with a better product.

LL Flooring Response • May 22, 2018

Good afternoon Ms.,

Thank you for contacting us. We regret to hear of the lack of communication regarding your concerns. Our records indicate a repair plan is in place to address your flooring issues. Please feel free to contact Gloria at XXX-XXX-XXXX x 4464.

Kind Regards,
Chevon
Customer Advocate

Customer Response • May 29, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I have not directly received a response from Lumber Liquidators. I received an email from Revdex.com indicating that Lumber Liquidators had issued a response to my complaint dated 5.22.18. I have not received this response as of 5.29.18. On the Revdex.com email there is a reference to call Gloria. I have attempted to contact Gloria by both the phone number given and the email since mid-February. To date I have not received a response.
I contacted by local Lumber Liquidators Store *** in Fargo ND and spoke to store manager Cole Sandholm. He said he had received 3 boxes of flooring to repair my floor. If this is their fix it is totally unsatisfactory. First, previous attempts to match color and plank width has not been successful. Second, flooring in the entire space has shrunk and I cannot cover the shrinkage with a satisfactory width base that matches the existing base. Third at this point I am requesting a complete refund of materials and labor. there is no guarantee that the Morningside Bamboo flooring I purchased from Lumber Liquidators will not continue to create problems.

LL Flooring Response • Jun 05, 2018

Ms.,

Thank you for sharing your concerns. Gloria will be reaching out to you to discuss other options.

Thank you,

Barbara
Customer Advocate

Rep ran my credit card then told me to cancel my transaction. They still took the *** off my card then said the transaction didn't go through
On May 11th I went into the Douglasville, GA location to purchase the laminate hardwood floors. When it was time to swipe my card I entered my lumber liquidators card. When the fine print came up on the screen I notified the sales rep that my financing was showing as 12 months instead of 48 months as requested. The store rep told me to cancel my transaction. Well the money was still taken off my card however Lumber Liquidators said my card was declined. I called the finance company and the funds did actually come off my card. I was told they needed to contact IT and we should be able to get issue resolved. Now we are at day 5 I still have no floors, the funds still are showing unavailable on my card and my flooring project has to be pushed back over a week. I have called the store over 20 times and I keep receiving the run around saying we are waiting on IT to respond to an email. I called corporate customer service only to be transferred over to the finance company then I was placed into a managers voicemail. I have had such a horrible experience and I still dont have my product and my issue has yet to be resolved and we are working on the 5th day with this issue.

Desired Outcome

At this point I would like at least a *** discount on the floors as I will have to pay my workers extra money for having to cancel due to not having my product. Not to mention the time and effort I have put into getting this issue resolved with no resolution in site as Im still being told they are emailing someone about my ongoing issue.

LL Flooring Response • May 16, 2018

Dear Ms.,

Thank you for sharing your concerns with us. Giving consideration to your request, we are able, as a courtesy, to offer a *** discount on your flooring order. This offer is non-negotiable and a final offer. I look forward to your response. You may contact me @ ***@lumberliquidators.com.

Thank you,

Barbara B.
Customer Advocate

Purchased waterproof floor & Premium padding recommended for asement. Had water in basement & sales manager stated wrong padding was sold.
On recommendations of the sales person, purchased water proof vinyl flooring & premium padding for a basement. Had it installed by a licensed contractor. Had water in the basement and the padding absorbed the water like a sponge. Went to store to ask questions about the problem and was informed that the salesperson sold me the incorrect padding. There is a specific padding for waterproof flooring which should have been sold to me. Instead I paid $20 more for each roll, for the premium padding which is not waterproof. The sale manager stated that my entire basement floor had to be removed and to call customer service for a case number to resolve my problem. I did as was recommended, played telephone tag with the customer service department for over a month to finally be told today (5/11/2018) that they are not responsible for moisture and there is nothing they will do. I was told that my contractor should have read their installation instructions and pointed out to me that the underlayment I had was incorrect. I spent almost $5000 on their best waterproof product and to have it properly installed to only have to pay someone to pick it up less than 3 years later as garbage.

They are taking no responsibility on the fact that their sales person recommended and sold me the incorrect product. The correct undrelayment, a ruberrized product that is both water proof and mold proof. The underlayment I was sold and I had installed is plastic on the top side and a material similar to carpet material on the bottom side and upon contact with water became a sponge.

Desired Outcome

I am looking for a full refund of the product that was incorrectly sold to me, the cost that I had to pay to have the floor installed and then remove as well as the mold clean up. The amount to cover the cost is approximately

LL Flooring Response • May 15, 2018

Dear Ms.,

We thank you for sharing your concerns, however, You rep Jalon was correct in her conclusion.
Your file was been reviewed in accordance to Warranty and Installation guidelines.You stated that in January 2018 your basement flooded. The photographs that were submitted clearly show that your flooring is exhibiting moisture intrusion.

The warranty states:

Moisture (or Lack of Moisture): Damages caused by moisture (such as leaking pipes, spills, wet mopping, pets, relative humidity, subfloor moisture, etc.) are excluded. Moisture (and dryness) can cause issues such as checks, cupping, crowning, warping, buckling, peeling, twisting, or gapping.

Sincerely,

Barbara
Customer Advocate

Customer Response • May 30, 2018

My Arugment is not the vinyl planks which is the warranty that was quoted by Lumber Liquidators. My complaint is the underlayment that was recommended and sold to me. I was sold an underlayment that IS NOT recommended for a waterproof floor. They do carry an underlayment that is specifically for waterproof flooring.

According to Lumber Liquidators website: WATERPROOF FLOORING
With their waterproof construction and leading hardwood designs, vinyl plank, wood-look tile and engineered vinyl plank (EVP) are ideal flooring options for any room - even bathrooms, kitchens and mudrooms. When it's waterproof, it's worry-proof!
#LLStyle. Taken from Lumber Liquidators website (https://www.lumberliquidators.com/ll/s/waterproof-flooring?WT.ad=TNAV_Waterproof) Lumber Liquidators sells an underlayment called Tranquility Ultra LVT Underlayment 100 Sq Ftthat cost 69.99/roll and one of the main features of this product is Ultra-Fresh: anti-microbial protection which resists mold and mildew (Please note,this is taken from the Lumber Liquidators Website (Tranquility Ultra - LVT Underlayment 100 Sq Ft).

LL Flooring Response • May 31, 2018

Ms.

While I understand your position, our policy states:

Installation: You are responsible for final inspection as to grade, color, finish, defects and other quality issues. If dissatisfied, DO NOT INSTALL. Flooring must be fully acclimated to environmental conditions in installation area prior to installation. You are solely responsible for following installation instructions, checking moisture levels in product and subfloor, and ensuring that the product purchased is appropriate for its intended application and jobsite conditions prior to installing. A licensed, professional flooring installer is recommended.

With that being said, we are willing to offer a refund for the underlayment purchased (minus 1 roll) totaling *** This offer is final and non-negotiable. Please advise if the offer is accepted.

Thank you,

Barbara
Customer Advocate

Customer Response • Jun 09, 2018

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

It's obvious that you do not understand my position, you have never acknowledging that the incorrect UNDERLAYMENT is the issue!

It is my understanding that Lumber Liquidators is offering to reimbursement me for all but 1 roll of the premium underlayment, which I will accept. My question to Lumber Liquidators is why not 100% reimbursement? Really?? How pathetic, withholding an additional *** plus tax?? It is obviously clear that the underlayment sold to me was the incorrect one but it has not been clearly stated by Lumber Liquidators. They choose to keep harping on the installation of the flooring and the warranty of the vinyl flooring. Not one time was there any mention about the underlayment, which has been the issue from the beginning. What I would have expected was the company to acknowledge that there was a costly error made which affected the customer, ME! Not even an apology! Had the salesman sold me the correct underlayment, which is both mold and mildew proof, my basement floor would still be intact.

With that being said... NOTE TO SELF: SHRED THE LUMBER LIQUIDATORS CREDIT CARD AND NEVER STEP FOOT IN THEIR ESTABLISHMENT AGAIN. THEY ARE A COMPANY THAT CHOOSES TO LIE TO AND STEAL FROM A CUSTOMER, IN MY CASE...JUST TO MAKE A *** + TAX PROFIT!

I wonder how many other people have been taken advantage of by Lumber Liquidators.

Regards

I purchased a home in February of 2017 with new flooring in it and the flooring started splitting into pieces in less than 2 months after moving in.
In April of 2017, 2 months after I moved in my home that I purchased in February, I noticed that the new flooring started splitting in pieces. I first noticed in my master bedroom closet, from there the flooring started splitting in the other 2 bedrooms in my house, and in the den/living room area. This happened over a period of months from April 2017 and is still presently ongoing. In April 2017, I contacted the previous owner's realtor to have him get in touch with the previous owners to see if they still had flooring information. The previous owners did have the paperwork and had there Realtor give it to me at the end of April 2017. I then contacted Lumber Liquidators via phone and via email to try and discuss the flooring issue. On the previous owners paperwork the Order number is XXXXXXX. The previous owners put the flooring in their contractor's name but they did the actual purchase of new flooring. Therefore, the Customer Relations Specialist Angela at XXX-XXX-XXXX ext. *** said the contractor had to handle the issue. The contractor could never be contacted so the previous owners got in touch with Angela at Lumber Liquidators to have the flooring warranty put in my name but was told the warranty was non-transferable. I've spoken to a Customer Representative named Silas at Lumber Liquidators when I could never reach Angela and he said the warranty could be transferred to me if the previous owners want to do that. I even emailed Silas pictures of the tiles in different areas of the house to show the seriousness of the issue on June 28, 2017, with no reply back from him. I've emailed another Customer Rep on August 8, 2017, after speaking to him over the phone on August 7, 2017 about the ongoing issue the same pictures and more since this is a recurring issue and he never replied back or returned my calls. I was able to get in touch with Angela on November 15, 2017, regarding an email I sent her on October 13, 2017, letting her know that I went to my local Lumber Liquidator store and picked samples of flooring. Angela told me over the phone right at the first of October to go to my local store look at floor samples, pick out the samples I like, have the store rep make me a Cr which is XXXXXXX, and then contact her by email letting her know I did it to receive a store credit towards new flooring and all I would have to pay out of pocket is for someone that I choose to put the new flooring down. On November 15, 2017 we emailed back and forth a few times and after that Angela wouldn't reply back to my calls or my emails I sent her on November 16, 2017. By then, I was upset because I felt I was being intentionally ignored. I decided to contact her this past Monday April 23, 2018, and Angela replied to my emails but she seem as if she remembers what she told me to do and what she said Lumber Liquidators would do to fix the year long ongoing problem. Angela only offered a $200 credit towards new flooring and said that the previous owners have to file a claim not me but that isn't what I or they were told in April of 2017 when they tried to contact her to resolve this flooring issue. I have all emails saved that I sent to Silas, Jordan, and Angela. I don't have records of our phone conversations but I can get the records from my cell phone company if I need to.

Desired Outcome

It has been a year since I first contacted Lumber Liquidators regarding the flooring issue and nothing has been resolved. It has left me feeling very upset, stressed, and frustrated. I'm asking for a sincere apology from someone higher up in authority at Lumber Liquidators. I'm asking for someone with higher authority to contact me not Angela she hasn't been of any help to me and this issue. I'm also asking for complete replacement of the flooring that is in my house.

LL Flooring Response • May 01, 2018

Ms.,

Thank you for sharing your concerns. My name is Barbara, Customer Advocate with Lumber Liquidators. I have reviewed your file and wanted to go over a few things.
your floor does not have a transferable warranty, however there is a 5 warranty for the finish ONLY.
*Angela went above the norm as we don't offer a full credit for this particular issue, as you are not the original owner of the flooring.

I will extend the offer Angela gave for store credit ONLY, there will be no refunds given on credit not used. Once you have selected a product, *** for 833 sft (you will be responsible for anything over that amount) and placed an order, we will send an agreement letter for your review and issue the store credit for payment. Please contact me at ***@lumberliquidstors.com with any further questions or concerns.

Thank you,

Barbara
Customer Advocate

Customer Response • May 07, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
I ***, do accept Lumber Liquidators response to my complaint under the specified terms from Barbara via email their Customer Advocate. Barbara broke down the details more for me, giving a detailed explanation of the store credit. She's prompt with replying back to any question asked. I do appreciate her assistance with this ongoing flooring issue.

Faulty Bamboo Flooring
Since the floors were installed they began cupping, rippling and even popping up in some places. I have been calling Lumber Liquidators since August of 2017 to report this as a warranted product and they will do nothing except pass me off to the next Customer Service Representative. I sent all the required documentation and pictures and they still have done nothing to help me almost a year later!

Desired Outcome

The floors need to be taken out and replaced with a completely different product that is equal to the same amount I spent. The labor for removing and installing the floors should be paid by Lumber Liquidators. If not then I should be refunded my money for the floors, supplies and labor both removing the floors and installing new floors along with the baseboards that were installed after the flooring. I spent *** in flooring and glue. Not including labor. I also had baseboards put in after the flooring. They all need to come out before the flooring. That needs to be paid for also.

LL Flooring Response • Apr 26, 2018

Ms.,

I have notified your rep of your inquiry and requested she reach out to you with an update asap.
Her contact information is:

Email: ***@lumberliquidators.com
Phone: XXX-XXX-XXXX,ext. ***

Thank you,

Barbara
Customer Advocate

I purchased flooring and installation. Less than one year after the install I had several issues with the workmanship and product. Being within my warranty I contacted customer service through their website. I was asked to send pictures and fill out a form, which I did in a timely manner. It took weeks to hear back from them. I finally received correspondence after I made additional phone calls and sent more emails. I was told that someone from the company would come to my residence and do an assessment on my claim. It took weeks for an assessor to come out. After the assessment was made, I was told the information would be sent to the appropriate parties and I would hear back. I made additional phone calls over a week later AND sent an email to the CEO of the company before anyone made contact with me. I was told that new flooring would be sent to my home for future install. After several weeks my flooring was delivered and I was told that it needed to acclimate in my home for about week prior to installation. This flooring has been sitting just inside the front door of my home for weeks now and I cannot get a return phone call or email after I have made several attempts to communicate with lumber liquidators.
Product_Or_Service: Bamboo flooring/installation.
Order_Number: XXXXXXXXX
Account_Number: XXXXXXX

Desired Outcome

Refund It's apparent that this job will not be completed in a timely and/or professional manner. It has been a complete waste of my time and money and I would like to be compensated.This company has been disgraceful and have not honored their warranty for the product or installation.

LL Flooring Response • Apr 25, 2018

Good afternoon,

Thank you for sharing your concerns. According to our records, the installer has been contacted on 4/23 to schedule your installation.

Thank you,

Barbara
Customer Advocate

Customer Response • Apr 28, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
This business has been making excuses and not not following through with their plans for over a month. I have all the phone records, documents and witnesses to several conversations and attempts to communicate prove it. As of, 4-28-18 I still have not been contacted by lumber liquidators or an installer to schedule installation. With that being said the warranty that this service carries and has been paid for is NOT be honored.

LL Flooring Response • May 04, 2018

Ms.

The following dates have been set:

Appointments
Date Time Appt. day Installer/Estimator
5/21/2018
9:00am to 10:30am 1st Nate ***

5/22/2018
9:00am to 10:30am 2nd Nate ***

Thank you,

Barbara
Customer Advocate

The floor I purchased is filled with powder beetle wholes. I contacted the company for replacement wood and for 6 months they have given me the run.
A couple of days after the installation I called the company to tell them I began noticing holes in the wood. I asked them to come out and take a look. after several phone calls, then having American Express stop payment. They returned my call arranging to have someone come out and look at the floor. The first person they sent submitted a false report. The second person removed planks of the floor. I was told a scientist would

Desired Outcome

I called the company a couple of days after the floor went in, after i began noticing the holes in the floor. After several phone calls and canceling payment they sent someone out to look at the floor. the first person sent out filed a false report, the second person removed planks of wood. I was told they were coming back to replace the wood. They have set up and cancled several appointments. Now they have stop returing my calls and emails.

LL Flooring Response • Apr 23, 2018

Ms.,

Thank you for sharing your concerns. According to our records a 3rd party inspection was done on 12/11/2017, as you requested and the boards taken were sent to the Entomologists for testing. On 2/8/2018 Josh informed you both results showed no insects were found in the planks, and there was no active infestation.

As of 4/13/2018, an order has been created for repair to begin on your floor.

Barbara
Customer Advocate

Lumber liquidators hired a company called *** to install my flooring that I purchased from LL. My flooring needs to be redone LL has yet to do.
It's been over two years and my flooring still looks horrible and Lumber liquidators has yet to repair my floor. Corporate has been involved but has done a horrible job getting this repair complete. All they want to do is charge me more money to correct their mistake.

Desired Outcome

For my flooring to be fixed as they promised without me having to pay more money.

LL Flooring Response • Apr 21, 2018

Mr.,

Thank you for sharing your concerns. Our records show you were refunded 2 store credits for repair, 1 for *** in 2017 (Laminate flooring) and another for *** in 2018 (tile flooring). We also refunded your GE card the amount of ***

The assistant supervisor Stefanie will reach out to you with an update once she hears from all parties involved.

Thank you

Barbara
Customer Advocate

Customer Response • Apr 24, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive any *** credit back to my lumber liquidators that is not true. I was also promised by the installer that he will lay some extra flooring in part to repair the unlevel floor. And I have yet to receive any call back from Brandon the district manager.

LL Flooring Response • Sep 25, 2018

Good morning,

As of 7/5/2018, Mr. has been compensated for all monies owed to him. His case has been closed.

Thank you,

Barbara
Customer Advocate

They were suppose to replace and repair my floors. They were also suppose to reimburse me for the replacement of my cabinet(s).
Purchase Date: 5/3/2017 Problem Date: 9/18/2017 Payment Amount: *** Payment Method: LL account Sales Order #: XXXXXXXXX Customer #: XXXXXXX Payment Ref #: XXXXXXXXX
I had my flooring installed and I noticed that there were some imperfections to the floor so I contacted the store *** Rd, *** SC XXXXX) and they told me that I needed to contact the Customer Service department. I have been corresponding with "David" and he told me that I needed to send him pics and he sent installers out to repair and replace the flooring. They came out and looked at my floors and told me that they would return to complete the job and they never came back. I was corresponding with David but he is no longer with the company so now they assigned my claim with "Stefanie" and I have emailed her on several occasions and I have tried to contacted her as well and every time I contact her via phone "she is in a meeting"! Every time that I email her, I usually would "BCC" the CEO. So they are aware of what is going on as well.

Desired Outcome

I would like a refund for my flooring and the installation fees. I would also like a refund for the damaged to my cabinet(s) as well. I don't want them back in my home because I do not want the same service that I have received already.

LL Flooring Response • Apr 18, 2018

Ms.,

Thank you for sharing your concerns with us. I have forwarded your complaint and requested that Stefanie contact you asap.

Kind Regards,

Barbara
Customer Advocate

DO NOT USE THIS COMPANY!!! We bought flooring from Lumber Liquidators and had it professionally done by one of their 3rd party contractors. 9 months later the floor is starting to lift, buckle, and snap into pieces. We bought the vinyl flooring for our kitchen per the sales manager that said it was the most resistant to water and going to be installed in the kitchen. For over a month I have tried to have someone from lumber liquidators assist in resolving this matter. The first time I called I was told to contact the contractor sent by Lumber Liquidators myself. Not something I should have to do but I did it. I call the contractor and sure enough he said it cant be from his installation but would stop by in a couple days. 2 weeks go by, multiple calls and texts. No response. Call back LL and was told to file a claim through customer service for my issue and they investigate it. They asked for the product number and pics of damage. Again weeks go by, nothing. I call the agent *** who claims she was taking care of my case multiple times. I was either hung up on or directed to VM. No response after several attempts to contact her. Today I get a letter from LL stating that there is nothing they can do, and based off their assessment the floor is not buckling. BUT if I want to contact a 3rd party inspection company, I can do so from THEIR list provided. So a form to fax in with a couple pictures is their investigation on this? Maybe buckling is not the right term, but when the seems are lifting up and snapping off there is CLEARLY an installation or product problem. They even installed all the molding on top, so if it is because of that, then that is on them. I also read in some reviews that LL intentionally drags out the process so that once you hit a year, they will no longer honor the warranty. I will be contacting an inspector, Revdex.com, and an attorney if I have to. Super unprofessional company scamming people with cheap product. I will never buy anything from LL again and will be sure to make it known to as many people I can what a terrible company they are, because I wish someone had told me before going through them!

LL Flooring Response • May 17, 2018

Good afternoon,

We are sorry to hear there are concerns with your floor. Our records indicate that a memeber of our managerment team by the name of Chey left you a voicemail on 5/4/2018 requesting a call back to discuss your concerns. If you still need assistance please feel free to contact us at XXX-XXX-XXXX.

Kinds regards,
Chevon
Customer Advocate

I purchased laminated flooring (approx 1,000 sq ft) to refloor the main living area of my private residence. I was told by the store manager and the sales person that I would have a warranty on the floor if I UTILIZED an installer of lumber liquidators choosing/recommended installers (private contractors). I utilized their installer (private contractor - ALBERT), I now have issues with the quality of the installation and require a large section to be replaced (I have the material (flooring). I went into the store where the product was purchased and spoke to the store manager showing photos of the incorrect installation and subsequent damages related to the faulty installation. The store manager assured me that he would have the installer (Albert) contact me, arrange an appointment for him to see my issue, and that he assumed that Alex would remove and reinstall the effected area. After approximately 3 weeks I called and spoke to the store manager -same thing - Albert world make an appointment and later take corrective action to address the issues. After another 3 weeks or so I again called the store manager - same story - run around, avoiding the original statement that the installation and material would be warranted if I utilized their installers. I received a single call from Albert who asked for photos which I forwarded to him via text msg *** after which I had no more contact with Albert. Spoke again with the store manager and got a 'not his issue', kinda TOO BAD.I have to work with Albert.

Desired Outcome

Billing Adjustment At this point, I want *** USD returned to my in the form of a cashier check. After which I will contract to have corrections made through a contractor of my choosing.

LL Flooring Response • Apr 19, 2018

Good afternoon Mr.,

Thank you for contacting us. We are sorry to hear there are concerns with your floor. Based on the information that you have provided a warranty case file has been opened and your assigned representative is Barbara *** You will receive an additional email with her contact information along with a general disclosure statement and a request for photos.

Barbara can be reached at XXX-XXX-XXXX x ***

Kind Regards,
Chevon
Customer Advocate

December of 2016 they were having a 36 months interest free promotion. They waited to run my card until after the promo had expired.
In December of 2016 Lumber Liquidators was having a 36 months interest free promotion. My wife and I decided to take advantage of this promotion and purchase wood floor totaling about *** The Lumber Liquidators promotion was financed through *** Financial. My wife and I were each approved for *** on 12/31/2016. My wife financed *** (account number XXXX XXXX XXXX XXXX) and I financed *** (account number XXXX XXXX XXXX XXXX) for the same sales order number XXXXXXXXX *** purchase. We were told that the entire *** was interest free for 36 months, but that turned out not to be true. Lumber Liquidators ran my wife *** Financial card with the 36 months interest free promo code on 12/31/16 and then they waited until the promotion had expired to run my payment on 01/12/17. When I called *** Financial to get this fixed they said that Lumber Liquidators would have to switch the promotion code in their system and that I need to call Lumber Liquidators. I then called Lumber Liquidators in Denton, TX and spoke to Uriah *** who sold us the flooring. He said that he could not help me because they charged my *** Financial card after the promo had expired. This is a dishonested business practice benefiting Lumber Liquidators and *** Financial and hurting their customers.

Desired Outcome

I would like Lumber Liquidators apply the correct promotion code in their *** Bank system, as *** Financial suggested, so that I have the entire 36 months interest free to pay the remaining balance.

LL Flooring Response • Apr 10, 2018

Mr.,

We have received your request to adjust your payment plan with *** Bank for the purchase(s) dated 1/12/2017, in the amount(s) of *** to the 36 months, no finance charges, with payments. As a courtesy, Lumber Liquidators has approved your request and submitted authorization to *** Bank to process this change. You will receive confirmation of the plan adjustment direct from *** Bank within the next 1 - 2 billing statements. Please contact Synchrony Bank at 866.396.8254 with questions regarding your billing statements. Thank you for selecting Lumber Liquidators for your flooring purchase, we appreciate your business.

Barbara
Customer Advocate

Was a repeat customer and chose to use Lumber liquidators rather than a provider with in stock supplies. We were told a shipment arrival of Sunday at the latest, which we needed due to short timelines. The Sunday truck was delayed and no reason was provided; therefore our delivery was not provided by the at latest timeline we were given. The sales team informed us that this was not their fault and this was a corporate issue, they offered no solution. They could not provide us with another option besides driving an hour away to another supplier, renting a uhaul, then driving the hour home with the explanation that the cost savings would be well worth it. Mileage and rental fees equal the tax savings, never mind time added. I asked whether they could have someone pick up from Manchester and deliver and was told absolutely not. They felt it was acceptable for us to drive an hour away, but not for a employee.
The customer service is terrible at the Leominster MA location. Both sales members were not helpful and kept saying this was not their fault and did not provide resolution other than us going out of our way by driving 2 extra hours, spending the time to find and pay for a uhaul. I asked for a manager three times and was told he was away and could possibly call me. No contact information was provided, even an email. The sales team basically said corporate messed up the delivery and there are no options, too bad.

On November 13, 2017 I picked out flooring at the store in Selma, Tx. The installer came to my house and did an estimate on the amount of product would be necessary for the job. I returned to the store and paid for the materials and labor for installation. Some of the material was not in inventory at the store and had to be ordered. It would be sent directly to me. About a week later the installers arrived. They installed the floor, but not all the material had arrived. They left the job and said that they would be back in about a week to complete the job. This never happened. I have made 4 phone calls to the store and 2 personal visits to inquire when they will finish. I am not satisfied with the quality of the installation. At last, in desperation, I suggested that they refund my credit card part of the installation charge and I would find someone else to finish the job. To this date I have not received a refund or even a phone call. Meanwhile, the job remains unfinished and the room can not be used.
Product_Or_Service: TRQ UL Gloden Teak 5mm
Order_Number: XXXXXXXXX

Desired Outcome

Other (requires explanation) I would like a refund on the trim part of the installation. The flooring installation is acceptable.

LL Flooring Response • Apr 17, 2018

Ms.,

According to the store's Regional Manager,the store called and left a voicemail on 4/10 and will call again to to try and find out what exactly is not done.

Thank you,
Barbara
Customer Advocate

Customer Response • Apr 20, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I have not spoken with the store manager. The number he called is my home number. If he could call my work number, I can be reached during business hours. My work number as well as my cell number should be in their records.

LL Flooring Response • Apr 26, 2018

Ms.,

The store has been leaving messages for you on the numbers they have on file. Please contact store *** @XXX-XXXXXXX. I know this may be inconvenient, but we would like to get this taken care of for you.

Thank you,

Barbara
Customer Advocate

Customer Response • May 01, 2018

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

Two of my floor boards are defective and need to be replaced.
This complaint was first reported back in February of 2017. I have been in contact via email with many people in customer care. The latest person who I was in contact with was Tina - when she stopped responding I called and spoke to Angela who advised that only Tina could help me and she was not available. Now when I email Tina - it bounces back saying email is not valid. Tina did manage to have the replacement boards sent to my house - but now I can't get any response as to when someone will come to install the cracked boards. My purchase date was 9/28/17 the order number was XXXXXXXXX - description was FLSN XD Somerset Hickory CCP and the install date for the floor was 10/31/17. I have filled our their disclosure forms and sent photos of the defective boards. I apparently have two different claim numbers - the first was LTKXXXXXXXXXXXXXXXX and the second is XXXXXXX. I want is for the installers to call and set up a time to come and replace the two boards - unfortunately no one will respond to me any longer. I would appreciate any help you can provide

Desired Outcome

The replacement boards have been sitting in my house since March 20th - I would like the installer to call and schedule a time to replace the two boards.

LL Flooring Response • Apr 05, 2018

Dear Ms.,

We thank you for sharing your concerns and apologize for the delay in repair. According to our records The installers have finally scheduled your repair date for 4/9/2018.

Thank you,

Barbara
Customer advocate

Customer Response • Apr 09, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
They are actually here doing the repair now. Thank you I will be in contact if they do not fix it right.

I purchased 1,724.76 sqft of flooring in Dec 2015 and it is falling apart.
I purchased 1,724.76 square feet of TRQ Rustic Reclaimed Oak 3mm click flooring on December 15, 2015. Our lumber liquidator order number was XXXXXXXXX. Some of the planks were cracking within a year in the high traffic areas but it wasn't too noticeable so I let it go. It continued to get worse as the ends of the planks were breaking off or splitting. While finishing the project I went back to purchase more of the flooring to learn that they had discontinued the 3mm and it was now 5mm thick. I used the 5mm thick flooring in another room 1 year after the initial install of the 3mm, there has been 0 issues with the 5mm flooring. As a manufacturers rep it seems there were some issues with the 3mm thick flooring hence the change. I followed the correct steps and submitted my claim to ***@lumberliquidators.com on February 3rd 2018. I have sent follow up emails with 20+ photos and documentation as requested. The responses keep getting slower and slower. They left me a voicemail to which I returned the call twice and left messages to no response. I have sent 33 emails over
a 2 month period and have received 3 email responses and one phone call. I received an email on Feb22nd stating she was working on it that week but have not received a response since then. This flooring was sold with a 15 year warranty for what it's worth.

Desired Outcome

I am asking for replacment material in the upgraded 5mm thickness. I could ask for labor and disposal of the faulty material but I am looking to resolve this quickly and don't want to get caught up in the cost debate.

LL Flooring Response • Apr 04, 2018

Dear Mr.,

Thank you for sharing your concerns. As of 4/3/2018 an inspection has been set up for you. Inspect Solutions will be reaching out to you to schedule a time.

Kind Regards

Barbara
Customer Advocate

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

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