LUMBER LIQUIDATORS INC

It went well. I waited until the flooring I wanted went on sale. They called me to let me know it was on sale.

We did not use them based on their poor customer service.

Sorry. No time for detail

They were helpful when we visited their warehouse.  They discussed our options with us, and their prices seemed very reasonable.  They had our wood ready on time, and worked with the contractor, who picked it up directly from the warehouse for us.  This is the 2nd time we've used them to update wood flooring in our house, and we would go there again if we needed more wood flooring.

They were done in one day. They were quick and it was done right. It has held up over the years.

Throughout the process of our renovation, they were attentive and helpful. They called when there were delays, and when product came in. They advised and were helpful and pleasant every step of the way.
A pleasure to deal with.

They did a very good job. They were punctual, professional and I never felt like they were taking advantage of me money-wise. My basement was flooded and I have a sump pump in there. Insurance was paying for all this anyhow. I wanted to replace the carpet in my family room, so they came in and gave me an estimate on the work to be done in the basement and for the carpets. I thought the estimate was a little high for the carpets. So he asked me what about the carpets and I told him I was still thinking about it. He said he would change out the carpet for free and he did it! I have never experienced that before! I am going to call them if I need anything done like that in the future. It was a good experience with them. It was a next day service, they were able to fit my schedule and did it in my time off work.

I purchased 1,116 sq ft of Schon Quick Clic engineered wood flooring, which is made by them, Lumber Liquidators. The boxes of flooring contained about 30% of short boards, which was excessive to say the least. When I complained about that and wanted to exchange them for regular lengths, they said they do not accept returns on open boxes. I used their installers which cost another $4000, so I paid $10,000 to put in the flooring. My issues in the beginning were that their flooring scratched way too easily, under conditions that it should not have. An example of how easily it scratches, I used a canister vacuum with a brush attachment to clean up the saw dust from the flooring installer, and the soft bristles on the vacuum attachment scratched this floor. When I complained to LL as soon as I noticed this problem, their response was to blame me for the floor scratching, and say that I abused the floor, (which again do in their statement below). Nothing could be further from the truth, which my NWFA inspector confirmed. LL blamed me for all issues with their flooring, as opposed to being ethical and accepting responsibility for selling extremely poor quality flooring. An example of how bad it went with them, read the ridiculous point they try to make that I "did not read the installation instructions", as we know, I hired their professional installers to install the flooring, so why would I read their installation instructions!

After LL denied anything was wrong with their flooring, and blamed me, and I kept on complaining, LL said they would send out an inspector. While I waited for their inspector to call, I began researching other consumer complaints, and I saw a pattern! LL would finally send out an inspector, and the inspector and LL denied coverage blaming the consumer stating site conditions. Note my warranty excludes just about everything with the same "site conditions"

By the time the LL inspector phoned me, I wanted more information on him and told him I would call him back. I googled him, but couldn't find anything him. I called him back, and he forgot I was the person he was supposed to inspect for LL. He told me he did not inspect floors in Chicago, I was out of his territory, and that he was not certified by the NWFA, and if I needed an inspection because I had an issue with my flooring I should contact the NWFA. I emailed LL and told them I did not want the inspector that called me to inspect my flooring as he was not certified by the NWFA. Next I contacted www.NWFA.org and found 2 expert wood flooring inspectors for Chicago. It was through communicating with the inspector from the NWFA, that I learned my 30 year warranty was more or less, not a warranty, but a rather lengthy disclaimer of what they did not cover. I then paid $350 for an inspection of my flooring, with an honest wood flooring expert, from the NWFA and he told me that most likely after a winter with my radiant heat, I have a 50-50 chance of the floor coming apart!!!!

This is quoted from part of the report from my certified NWFA inspector:

Conclusion:""The manufacturer
Installation Floor Instructions and FAQ'S recommend installation of the
product over radiant heat. However, wording of the Limited Warranty
seems to exclude this type of installation. "Defects or damages resulting from extreme indoor conditions (such as...radiant heat...) are not covered"

There is a valid concern for an installer and/or end user if this
floor could be installed over radiant heat and still be warranted by the
manufacturer, especially when clear answer can not be obtained from the
manufacturer.""

I want all my fellow consumers to understand about these LL warranty's. When you buy anything from LL they give you a "warranty" which is printed onto your invoice, even if you buy a bottle of floor cleaner from them, it is all the same warranty, and they make you sign it, again, for a bottle of floor cleaner. The 30 year warranty or your flooring does not come with your flooring purchase. I made a $3000 deposit, and did not see the 30 year warranty, for the floor that I purchased until I complained about my flooring to LL. then they mailed me my 30 year warranty, and they highlighted what it did not cover, which was about everything!