Update by user Jan 14, 2014
I emailed the CEO of Lumber Liquidators and received a reply within 10-15 minutes. He said that he was going to have someone contact me right away, even though it's after 7 p.m.
Within another 10-15 minutes, I received a phone call from the director of customer service for Lumber Liquidators and it sounds like he is actually going to help us.
He assured me that he would call me back tomorrow to discuss a solution to our problem and even followed up the phone call with an email with the CEO copied on it. Hopefully they will actually make this right.
Original review posted by user Jan 14, 2014
In 2011, my husband and purchased all new laminate flooring for our home. We purchased the top of the line laminate flooring that Lumber Liquidators carried, which is their high gloss 12 mm Nantucket Beech laminate, which came with a 30-year warranty.
I would first like to say that our flooring has been VERY well cared for and does not have a lot of traffic at all. Over the past year to year and a half, this floor has looked horrible. The finish on it has greatly faded and there are even several areas where the finish has chipped, even though there has never been an impact on the flooring to cause it to chip. I called our local Lumber Liquidators store and explained the situation in hopes that something like this would be covered by the 30-year warranty that came with the flooring.
The person I spoke with was COMPLETELY useless and basically said that the only thing we could do would be to come into the store and purchase a few boxes of the flooring to replace the boards that had chips/defects in the finish, but that doesn't help us with the rest of our floor with the finish that has completely faded in just over 2 years. The sales rep on the phone then asked me when we purchased our flooring and I told him in mid-2011. He then said that we were out of luck because the manufacturer changed the locking system on the floor and the version of our floor that they sell now wouldn't be compatible with the flooring we have. I then asked about the 30-year warranty and he was totally clueless about it.
After this phone call, I was so mad that I filed a complaint with the Better Business Bureau 3 weeks ago. Lumber Liquidators NEVER RESPONDED TO THE COMPLAINT!!!! I couldn't believe it! I then emailed customer service for Lumber Liquidators and I was assigned to someone named "Terry," who would be handling my complaint.
I was instructed to email Terry pictures of the flooring and a fill out a form with the details of our complaint, which I did...a week ago. I still have not heard from Terry. I emailed customer service again yesterday and the assured me I would hear from Terry within the next 24 hours. It never happened.
I am absolutely LIVID!
We spent well over $2000 on this flooring, not including accessories (which were also purchased from Lumber Liquidators) and now this flooring looks like it's been totally abused for years and I can't even get one single person at Lumber Liquidators to help me! I just looked up the CEO of LL and sent him an email, so it will be interesting to see if I get any sort of response at all.
Monetary Loss: $2500.