Lumber Liquidators Inc

unknown

Our first problem came when the order took over two weeks to arrive; twice as long as they had originally said. We have moved into a new house and my wife wanted the new floor in so we could complete the moving process. She was not pleased and LL just offered the typical lame contractor excuses that it had to be shipped in from the warehouse. When it finally arrived, they did arrange for an old man to deliver the flooring to our home for less than the price quoted on their website(the only positive so far!) We contacted Paul from Lot construction the flooring installers and arranged for a date and time for the crew to begin installation. We were anxious for the work to be completed, so we removed the carpeting, padding, and nail strips and staples. The floor was ready to be installed as soon as they set foot in the door. They arrived about 30 minutes late and started right to work. Now I worked my entire life in the operating room, so I don't know about installing flooring but they looked like they knew what they were doing. They started at the front of the three rooms and proceeded to lay down the flooring. The packaging on the box says that you should supervise the installers; I was remiss in watching them: they are the pros, I am the hapless customer trusting in their workmanship. Turns out that Lumber Liquidators had sent out the wrong size of staples, so they were using staples they had on their truck. They worked about 90 minutes till 11am and then told me they were going for and early lunch and to get some finishing nails they needed. They said they would be back in 45 minutes.
While they were gone, my wife returned home from her sales job. She was looking at their progress and noted that there were nails in the surface of the boards that were in the middle of the floor. She was not pleased with their workmanship, I called Paul to discuss her concerns. He assured me that it was customary to use nails to secure the floor at the edge of the room where the staple gun would not go. The installers took about 90 minutes for lunch and my wife had left by the time they returned. A friend and I started questioning their work, especially the nails in the middle of the room. We were told that the holes would be filled in with putty. Again unacceptable. We told them that the woman of the house was not a happy camper. They became quite hostile, told us they had been installing flooring for over 20 years and had never had a complaint. Tempers got quite heated; I guess the adage that the customer is always right does not apply at Lumber Liquidators!! We had questioned their abilities, they were hurt and insulted; they gathered up their equipment and tools and left our house. Before they left, they pulled up the boards they had incorrectly installed, which was an admission of guilt to my way of thinking.
I called Paul again to see what our options were to get our flooring installed. He told me that the only option was to wait for another week or have the original clowns return the next day. What kind of job do you think they would have done? I told him I didn't want them in my house. If they were his best crew, I was afraid to see what next best would do. During this time, I also called the Lumber Liquidator installation help line in Virginia. Their expert admitted that it was wrong to put nails in flooring in the middle of the room. The expert also admitted that he had never encountered a situation quite like mine and he apologized for my experiences. 
I then did the smartest thing I had done all day. I looked at Angies list and found that lumber liquidatiors rated a "C" grade. I found another local company with an A rating; I called them and they were able to come out that afternoon to give us a price quote  on installing our flooring. The first thing he said when he came in the house was that the flooring needed to be put down over a plywood base. He worked up a price to install the flooring that was $1000 more than the Lumber Liquidators installers. We felt comfortable with that, given his calm, professional manner. We want the job done right, it is our home. We have to wait another week for the installation, but we are confident in Suttles workmanship. I am getting a refund for the deposit for the work they attempted, perhaps the only positive aspect of dealing with them.
We talked with one of the supervisors at LL who claim to review all orders for flooring. They told us that they should have caught our order being installed over particle board. But they did not and was the final nail in their coffin. You will read other reviews that no one can match their prices. That part is true, but their flooring is made in China; even though the name of the manufacturer is Virginia Mills. I guess another old adage that you get what you pay for, also applies in this case. You will save some money, but is the quality there. When I rode motorcycles and shopped for helmets, I was told that if I had a $20 head, I should buy a $20 helmet. You get what you pay for; always and forever. Shop around and do what is right for you. Thanks for sticking around thru this long story. My recommendation is that you stay away from Lumber Liquidators.

I just bought flooring from them, I didn't actually get any servicing from them like installation or anything. They were friendly. They had good prices and availability in stock.

unknown

Had the sales staff done the search at time of purchase, my flooring would have been here and installed in one week.  Far from the two days I was originally told it would take.   Installers were excellent, courteous and professional.

They were very helpful. They had to order the wood for our floor. Everything came in on time. I had no problems at all. I will use them again in the future.