Lumber Liquidators

Customers come last in this company’s business model. Affordable prices on the product, but the trade off is in their service. And watch out for the inflated prices on all the «up-​sell» items they push on you. Overall, my new floors remind me of the bad taste I got in my mouth from the business transaction. Would not recommend.

If it was possible to provide zero stars that is what I would rate this company.
Shortly after having professional install of high end pre finished Bellawood product we began noticing large gaps between the 5″ planks. Our contractor and the installer felt the flooring was defective and contacted LL. After 3 weeks with no response the contractor escalated and finally got an «independent» inspection (paid /​works for LL). Of course results came back that install was not to standards and environment was not perfect so warrenty was void.
The warranty is worthless, LL is worthless. This company is circling the drain, don’t let your money go down with them.
May 22^nd update: CEO of LL resigns ‘unexpectedly’. As I previously stated don’t let your hard earned remodel budget dollars go to waste with this company.

Back in May I wrote a horrible review on LL installation. Now, almost a year later I still have not had our problems resolved. It has been 15 months since we first started to get the installation fixed and we are still in the same place. Our repair was finally scheduled for tomorrow and the contract installer just called to say that he has not been paid by LL and will not do any more work for them. So, we are back to square one after 15 months. Seriously, do not use this company.

Terrible Service!

Horrible no one stands behind their floor or the people they recommend and I contracted to install the floor. Floor installation was poor I have tried to have it fixed since June. But no one returns the calls.

I would have chose a 0 star if possible. To say that this company is a horrendous disaster is an understatement. I am appalled at how this company functions. Let’s start with employees and our first impression.
My husband and I walked in to the store and KiKo was behind the counter. He put his finger up and told us he was busy and would be with us eventually. We walked around for 10 minutes, picked our floor out, called someone to ask their opinion and then KiKo eventually graced us with his presence. He walked over, we told him what we wanted and he rang us out. During that process, we told him we couldn’t take delivery for 30 days as that was when we were taking possession of the house. He said no problem, and a Dec 1^st delivery would be fine.
We paid and left.
14 days later, I was called and told «our order was in «and we HAD to set delivery for that week. I reminded the person, assistant manager Travis, that we couldn’t take it for another few weeks and was this ok. He begrudgingly agreed and I said I would call to arrange delivery on the 25^th of November.
I then called to arrange it; and was given the pleasure of speaking with Travis again. He then told me the bull noses weren’t in yet and would have to pay two delivery fees if I wanted the order delivered before the bull noses were in. After requesting to speak with KiKo so I could work out the original arrangement, Travis told me he was the assistant manager and what he said was the rule. I explained that this was all discussed during the original purchase and let me speak with KiKo. He put me on hold, and when he came back was quantifiably nicer, and said they could deliver it in two shipments with no charge.
Two weeks later, we received the flooring. Our contractor called us and told us the floor was so bad that he couldn’t install it. I called the store, spoke with KiKo and told him we would be refunding it. KiKo told me I had a terrible contractor and they had an installer I could pay to install their awful floor. I refused and he hung up on me. A few days later, my husband called and talked to Travis and told him it was being returned.
Travis then asked my husband if we could possibly return the flooring after the 1^st of the year so he could maintain his numbers for his bonus. He agreed.
Our contractor returned the flooring on the 31^st and because it had snowed two days prior and was in a truck, this lovely establishment refuse delivery due to «water logged wood» that they couldn’t prove and refused to explain. Store manager Paul is a gem of a human. He was rude, called us liars and told us he didn’t care what our contractor was saying, the wood was «warped and damaged» and he was the «ultimate decisions maker» and we would not be refunding anything. Paul has somehow become a «fancy store manager» without having an ounce of customer service in his body. Way to go Paul!
This place is an actual joke. Please do not shop here. They are rude and sell a product not worthy of being put outside in a barn let alone in a home. Pathetic customer service, pathetic product and pathetic company.

Zero is more like it. Installed the Baboo product. Few weeks later there were gaps as large as ¾″. Lumber liquidators would not warranty the product. Our installer (personal friend and excellent contractor) said he would install any other product for us for free. He also said he will never install LL product again.
It is very frustrating dealing with this company. The claims agent claimed that she called us back numerous times (no record of calls to my wife’s mobile phone). Tired of the lies.
There is not much we can do with this company. They do not stand behind their product. I think we will simply drop our flooring off at their front door when we replace it.
I hope my post costs them 100 times more than they cost me. Your name should mean a lot to you on this world. Clearly LL doesn’t care about their brand and their name.

I didn’t buy anything but I have a couple points. 1. This is NOT a liquidator and they don’t sell lumber. The name liquidator means they are selling discontinued or clearance materials at reduced cost. They’re not, this is a retailer, plain an simple, don’t let their name convince you otherwise. 2. Their prices are not that good. You can go to Lowes or Home Depot and find Hardwood between $ 3-​$ 10 sq/​ft. Here the prices are $ 3-​$ 10 sq/​ft. So, I asked how they are cheaper and they claimed for the quality of the product they are much cheaper. 3. How can you compare their prices to anybody when they are an exclusive retailer for their product? They sell mostly Bellawood brand and nobody else sells it. Don’t believe me check out the Bellawood website and look for a retailer. The staff was helpful and knowledgeable but I can’t see how a store can claim to be a liquidator when they are an exclusive retailer. It’s easy to claim to be cheaper if nobody else sells your product.

We had Morning Star Bamboo delivered to our house, which we insisted be brought into the house and not dropped in the garage as the delivery people wanted to do. The installers (recommended by Lumber Liquidators) tested the wood for moisture and it was a 13 and the floor can’t be installed until it’s below 7. We had to open all the boxes and the plastic wrap and let the bamboo dry out. The installers came back numerous times and 6 weeks later the bamboo was reading 6 to 7 so installation was done on Sept. 28, 2013. 3 months later gaps started to appear between the joints at 9 places throughout the house. The gaps range from ¹⁄₈ inch to ¾ inch. Contacted Lumber Liquidators and the denied our claim and the gaps are normal and do to faulty installation due not letting the bamboo acclimate. No one should use these people with such poor customer service.

Today is May 7. No word from LL’s executives on what they plan to do with our mess. ON April 24, I wrote to them (the CEO of LL –Robert M Lynch and the Chairman of the Board of DIrectors –Thomas David Sullivan. They each received a packet of about 100 pages. The packet contained all the emails to Jerome Wilrye (Sales at LL) — including the most recent one. Jerome tells us that he doesn’t need to come to our home to survey the damage — because we have pictures. say what? The packet also includedabout 30 photos of the atrocious job done by LL. I will keep you posted on what — if anything — the executives do. In the meantime, contact me and I will send you photos of the kind of work you can expect from LL. Also, 4 — yes, 4 — independent contractors all surveyed LL’s work. All were pretty surprised at the extent of the poor quality. Let’s see what the executives at LL will do. All I know is we are out about $ 10K and are having our steps and floors redone. Added on this expense is the damaged property caused by LL.

Purchased unfinished maple flooring to add about 300 sq ft additional. Laid the wood out to cure for a month not the recommended 2 weeks. Installed the floor and it popped and separated even though I nailed every 10 inches. Wood was not kiln dried enough to prevent issues. Now if you buy engineered wood this would not have happened.

We have placed several orders through this store and *not one* was ordered or filled correctly. We were given various ridiculous reasons why the ordered lumber had not arrived by the due date, such as: tropical storm in factory vicinity, fellow that does hand-​scraping was deathly ill, etc. Twice the wrong item was shipped to us and we had to go through the time & expense of returning it ourselves. Avoid like the plague!

I bought bamboo flooring from this location and had them measure and do the installation. The process started off fine with friendly and responsive staff. The installation has taken over a month for roughly 550 sq ft and the flooring got scratched up and ruined during the install. It also took them 3 tries of installing and removing the floor to get it somewhat right, I’m still not happy. We were not even living there during this month and the manager tried to blame me for the scratches and for the installation taking so long since it was a difficult small space. I honestly wouldn’t recommend this place to anyone since the prices can be met by most flooring stores and the installation is novice at best. Thoroughly disappointed in my experience I had much higher hopes for this company!

After going back and actually buying flooring, I’m going to update my review. It’s now a 2 star rather than 4.
The purchasing process was actually fairly easy when we went back. We were able to take home all the flooring with us, but they had to order the trim pieces and stair nosing that we needed. They gave me a 2 week time period for delivery, but when I called back later and asked it somehow became 2 weeks (even tho some of it came in in 1 week, and the rest were 2.5 — go figure).
So I get the flooring home and quickly realize that one of the things I got (stair risers) wouldn’t work for me at all. They actually didn’t give me any trouble about returning these, go figure.
I got 46 boxes of laminate (6 planks per box) and since they have a very stringent 30 day return policy I went thru each box to check the boards for defects. Here’s where I had my first problem: Every box had at least 1 board that had a defect. I also had 1 whole box where the edge of the lock/​click was crushed. I called LL back to complain and see what the return policy was since I had effectively 4 boxes of bad planks and the woman (the manager) I talked to told me that I couldn’t mix and match boxes to get a full box of bads and that there had to be more than 10% bad per box to return the box. It doesn’t take much logic to see that 1 board out of 6 being bad is more than 10%, which would mean that I’d have to return more than 90% of my boxes and hope that those didn’t have the same defect (almost all of the boxes had the bottom plank with a v-​notch cut out of the underlayment).
The manager didn’t seem to understand my logic or my math.
I checked all the wood and debated the pros/​cons of trying to return it with the pain of dealing with the manager and what I have to work with. Since I’m doing my stairs and obviously have corners/​sides to deal with it seemed easiest just to make sure that I use the bad pieces first and cut off the sides that have the problems.
I haven’t finished my floors yet by a long shot, but this manager was such a pain to deal with that there’s no way I’ll ever go back.
Regrettably, everyone else I’ve dealt with at this store (such as the clerks who helped me return my risers I didn’t need, and helped me when my finishing pieces came in) is perfectly fine. It’s really the manager’s whole attitude that’s steering me away.

Hardwoods or laminates on the cheap? Look no further than Lumber Liquidators. This shop is tucked back along Park Meadows drive (sort of in a strip of offices). Its a blink and you missed it kinda spot. We hit it up on Saturday and the place was a ghost town.
Now, this isn’t a huge showroom. In fact it is really small, but they make up for it by piling up the samples. The staff was friendly and helpful without being pushy. We were just shopping and not ready to buy and they understood and just answered questions and got us samples.
All in all it was a positive experience. The costs are low, the staff was helpful and if you don’t find what you want in the store you can always go to their on-​line store! Its a winner!