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Customer service
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Product or Service Quality
4 comments

Update by user Jan 04, 2016

We've received a commitment from Lumber Liquidators to replace our flooring. The flooring has been delivered but installation will be in May, 2016 (at our request).

I won't consider this resolved until actual installation occurs since that was a big part of the problem. But, we are hopeful.

Original review posted by user Dec 05, 2015

After installing hardwood throughout the main floor of our large home, we first noticed boards shrinking, cracking and lifting in February of 2015. Our first call to LL was shortly thereafter.

It is now December and there is NO RESOLUTION. One might expect a few days in between steps of the process but we've documented MONTHS of no response from customer service. Spend the extra money and go elsewhere. Do not buy from them unless you are ready to degrade your most valuable hard asset in your portfolio.

Kerry, our customer service representative, never responds. We have to call her and if she is missing information from other LL employees, vendors or contractors, we are expected to track it down.

This isn't right and we doubt they will ever stand behind their product or installation. This is now one of the biggest regrets of our 35 tenure as home owners.

Reason of review: Poor customer service.

Monetary Loss: $15000.

Preferred solution: Replace the flooring; we will pay the difference of a better floor and we will reject the existing installer..

I didn't like: Customer service, Quality, Responsiveness, Warranty.

Company wrote 0 private or public responses to the review from Dec 05, 2015.
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Anonymous
Gainesville, Virginia, United States #1084310

Did you let the floor acclimate to your home for a week before installing?

Anonymous
#1075058

LL Response

The condition you mention about the flooring shrinking and cracking is a tell-tale sign of problems connected with the care of the flooring (maintaining proper temperature / relative humidity), however there could be installation issues at play, or even a combination of both maintenance and install issues. We will share the employee feedback with the supervisor and if you could please contact LL and ask for Regina, I made her aware of your concerns and she would like to personally review the case.

Regina is one our most capable supervisors assigned to our installation services, so please call 757-566-7537. Sorry to hear there's been a problem, we look forward to understanding this matter fully reviewing the case file with you to bring about your satisfaction.

lalbery
to Anonymous #1075095

Thank you. We will call Regina today.

lalbery
to lalbery #1076157

I contacted Regina as suggested and we have had more communication in 3 days than we've had in 10 months. There is commitment by Lumber Liquidators to replace the flooring and use a different contractor to do the installation.

We expect full resolution and we are very optimistic. I will gladly post an update once the issue is fully closed and we are satisfied - again, very hopeful now!

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