LUMBER LIQUIDATORS

unknown

I would use them again in future.

We were assured at time of purchase that the American Hickory hardwood sold to us was orinated and made and manufactured in USA. The website even said it was... After being installed, we noticed that there were splits, chips and other noticeable not natural imperfections in 75% of the hardwood that was installed. After 3 months of calling and emailing various customer service specialist with the company, and filing detailed claims, they sent out a 3rd party to inspect the hardwood. After another 3 weeks of wait time and multiple calls, we were told that they would do nothing, that they were natural imperfections in the wood, which was completely false...not to mention the box the hardwood came in labeled that it was manufactured in China! What a fraudulent company! Completely dispucable!

They contracted out another company. They were good. I was able to get a discount. They were professional and they did a great job. I got my money's worth. They were outstanding.

We recently moved to La Grange Kentucky where we purchased a house that had existing hardwood flooring in all but two rooms. The master bedroom and one of the two smaller bedrooms had carpet. We really loved the way the Brazilian Cherry hardwood looked in the rest of the house so we decided to get the flooring done in the two rooms with carpet.  We checked with the people we purchased the house from and they told us they got the flooring at Lumber Liquidators.
Thinking that would be our best bet in matching the existing flooring, we went to Lumber Liquidators to get an estimate on the two rooms.
First let me just tell you that no matter what time you go there, it's a zoo. There is always a line of people and not enough service people to help answer questions and give estimates. That wasn't really a problem, just something to note. Once we did secure a representative we gave him our sample, told him what we wanted to do and he said they could match it up pretty close and could get an installer to come by for an estimate.
The installer did come, gave us an estimate and we scheduled the delivery of the wood flooring and installation. First the flooring comes and in case you didn't know this, they like you to wait at least 7 days before installing to allow the floor time to acclimate to your house. That's fine. We understood that and didn't have a problem. The flooring arrived and was delivered by non-Lumber Liquidator employees just a regular delivery company and they set it all out in my living room. Meanwhile the installation is scheduled for a week later.
The Wed before installation, I got a call and they asked if they could come one day early as the job they had been working on was closing up sooner than anticipated. I was happy to have them come.  But as it turns out they didn't. The day they were supposed to arrive I figured they would be out at least by 9am, but by 11 am and still no crew I called only to find out they really hadn’t finish the job early as anticipated. Why didn't they call me? Who knows. No excuse. Ok so finally the day of installation comes and only one man shows up. Granted he was a nice young man but by himself I figured there was no way they could finish in the time they anticipated of a 1 day turn around. He starts working in my master bedroom and in about an hour or so he comes in and tells me there's a problem with the flooring.  He said all the boxes were of different sizes, meaning the milling was incorrect. Some were higher, some lower so he couldn't install the floor.  Keep in mind we also had furniture we had ordered and scheduled delivery for based on when we were told the flooring would be in.  So he calls the Lumber Liquidator office and they tell him to bring all the flooring back. Now I have to hand it to this young man, he loaded all those boxes on his truck by himself and that was a lot of work. He was a nice young man and very concerned about the flooring.
So I get on the phone to my husband and fill him in on the situation. He then places a call to the manager at LL. Sadly the manager at Lumber Liquidators, Brian, told my husband when he called that he didn't have time to talk to him, that he had clients in the store and didn't have the time to talk to him and would call him back. It was rude, inconsiderate and unprofessional.  
So my husband calls the regional office of Lumber Liquidators and asked to speak to an upper level manager. Of course they had to "take a message" and call back. They did call back and found out that the milling on the floor was way off on all the boxes and we would have to reorder, and reacclimatize the flooring another 7 days. This of course put us in a huge bind with furniture that was scheduled to be delivered. And who was to insure us this very same problem wouldn’t happen again?? We were quite gunshy at this point. We were very clear with them on our concerns on how they could ensure this from happening again and they had no answer.
Finally we got a call from a "district manager" with Lumber Liquidators. He claimed to be very concerned with the situation and what happened and how much trouble this was causing us. He asked me what they could do to make it right. So I told him. I said well, this has been a huge inconvenience for us and now we have to push back delivery on furniture, we still can’t use our master bedroom. I said, we have a small balance on installation left and because we're once again going to have to reorder, wait and push back furniture delivery I think paying the balance of the installation would be a real step up kind of thing. It wasn't a lot and I figured since he asked what they could do to make it right, I would tell him. His whole demeanor changed right after that. He immediately said they couldn't do that. So I said, "why did you ask then?”  He hemmed and hawed and said they could give us $200 credit. I said well is that the best you can do to which he replied yes. So I said okay then. He said so are you happy now? I said no. We're still inconvenienced, we still have furniture we have to put on hold, we still can’t use our master bedroom and when you asked what YOU could do and I told you, you said you couldn't do that so no, I'm not happy. The day they did finally come out to install the flooring they came with one seasoned professional who was very nice and competent but the two workers he brought with them knew almost nothing about installing flooring. All day long the one who knew what he was doing had to go back over work they screwed up. They set off my smoke alarms all day by trying to cut Brazilian hardwood INSIDE my house. It was insanity. There should have been about a half box left over for any fixes or things like that but because the crew was clueless they actually almost ran short. There was absolutely NOTHING left over. And even then we had to have them come back and recut the register openings because they didn’t cut them to standard and when we were trying to replace the floor registers the cuts inside were so uneven we couldn’t replace them. So to sum up this novelette let me just say that if Lumber Liquidators was the last flooring company on earth in which I could buy any type of flooring I would have a dirt floor first. I wouldn’t give them one more dime. They’re rude, inconsiderate, unprofessional and real scam artists.
They get you in with the low prices but they have absolutely no customer service. Buyer beware is all I can say.

no surprises

Quality of the floor is very good overall, but I did do my own "filtering" of the planks. It is a milled product, so its not factory-perfect. Installation went well, I was very pleased with the contractor they use. Took a day and a half to do my two rooms and it looks great!

The sales interaction went well and the quality of the wood is up to my standards.

THEY WERE VERY HELPFUL WITH THE INFORMATION ABOUT THE DIFFERENT FLOORINGS. THEY WERE VERY HELPFUL WITH THE PARTICULAR FLOOR THAT WE PICKED OUT. THEY GAVE US THE CARDS OF VARIOUS PEOPLE THAT HAD DONE WORK BEFORE IN ORDER TO HELP US FIND SOMEONE TO COMPLETE THE INSTALLATION. THEY NEVER RECOMMEND ANYONE BUT WILL NOT GIVE OUT THE CARDS OF ANYONE THAT THEY HAVE HAD COMPLAINTS ABOUT.