Lumber Liquidators - No Exchange for Moldy Wood
My mother spent $2000 on laminate flooring from here recently. After installing ~140 square feet of it, we found that there was mold growing on all of it. Hesitant to open the remaining ~1800 square feet, my mother went back to this Lumber Liquidators location in Nashua, NH looking just for an exchange. She explained to the manager and employees there that she was concerned about the mold and just wanted an exchange for non-moldy wood. The manager adamantly and condescendingly explained that it was just dust, and refused an exchange. My mom was incredibly embarrassed by their ignorance and we decided it was best to run a mold test to rebuke their claims.
While our mold test was being processed, I assisted my mom and contacted corporate. I was contacted by a customer service agent who sent us a General Disclosure Form to fill out. We did so along with attaching numerous pictures highlighting the molded wood. Our hope for a easy resolution was destroyed however when the customer service agent just called back and reiterated what the manager at the store said. This was incredibly frustrating and a complete waste of time for us.
Finally, the test results finished and proved that it was indeed mold. My mom has had her insurance agent try to call and provide these pictures for them only to receive delayed responses from them claiming that they can't receive the pictures. I've helped my mom resend these pictures in one final hope that we can come to a resolution (we just want non-molded wood here). If not, we'll have to seek legal action as we find this product to be a health hazard and completely defective.
If this sounds like a giant pain in the rear to you, it's because it is. If you do not want to waste your time and money, I would strongly advise taking your business elsewhere.
Thank you for taking your time to read my review.
Reason of review: Damaged or defective.
Monetary Loss: $2000.
Preferred solution: Exchange for wood that's not moldy/defective..
I didn't like: Customer service, Customer experience, Product.