Lumber Liquidators

This is an email I composed and sent to the "queries" email address on their website (it was returned the next day as undeliverable):

Today I paid almost $7k for a new engineered floor to be installed at my house. We thought carefully about this purchase, deciding between the solid Brazilian cherry floor and engineered version.

I ended up choosing the engineered version because of its multi ply base and 3 mil wear layer. I had previously ordered a sample of this floor which had not yet arrived, but placed the order anyway based upon the floor sample on display.

When I arrived home after placing the order, I was surprised to see that my sample had arrived in the mail. Upon closer examination, this sample looked to be a different version of what I thought I had ordered. I immediately returned to the store with the sample in hand and inquired as to what floor I was to expect.

After checking the product numbers on the sample and after a call to neighboring store, I was told that I would be receiving the floor represented by the sample. I immediately cancelled the order and accused the store of bait and switch. The sample I was sent only had a 2 mil wear layer (3 mil clearly stated on the floor sample) and was not composed of a multi ply wood composite base (also clearly demonstrated on the floor sample). The manager offered numerous excuses of the solid base being superior, which goes against years of arguing that multi directional plys are more stable.

She also said that they had a recent installation where a multi ply plank actually delaminated after a glue down install.This actually is not a good testimony for your floor product quality and was a poor choice for an argument. Putting the base composition aside, you were selling me 1/3 less of a wear layer! I can get the same product you provided as a sample, online, for $2 per sq ft less. One of the last excuses that was given as to why the floor sample did not represent the actual product was that it probably was cost prohibitive to replace all of the floor samples when a product line changes noting the number of stores nationwide.

Are you kidding me!?!

This leads me to my last thought as I returned home with my credit card refund in hand, how many people before me actually ordered the flooring from the floor samples shown them, had the floor delivered and installed, not realizing that the product they touched prior to placing the order was not the actual product that was installed. The only evidence is what you can actually see, A Brazilian Cherry engineered floor.

This is classic bait and switch, an illegal practice. I cannot understand that a company which went through having to change its identity due to a product quality/health issue would allow something like this to take place.

I have a floor that was install in 2018. It now has either soft spots or it bulging.

I have contacted the Muncy PA location where i purchased it and requested the installer to come and fix it. But all I get from the Manager at the Muncy Location is the run around. I am about to hire an attorney and file charges against LL. my floor has a 30 yr Warranty and the install should be warranted for more then just this short of time from when installed in 2018 to now if it was installed right.

How would you like to pay for a floor and within a couple years it has ruined your subfloor or whatever the problem is. If I dont get results I will hire an Attorney for legal advise on this matter. But then again it would not be LL first lawsuit as I have seen your company has had many of them.

And after I convinced my neighbor to purchase his flooring from LL I feel sorry for him as well. But will let anyone and everyone I know how bad the service and install is with your company.

DAVID in corporate sales is the rudest person I have ever dealt with. I have ordered over 2k square feet of the same hardwood.

It came damaged not once but twice and I paid for delivery from the shipping company. This has been discontinued and is not available anywhere in the US. We needed to finish 1 bedroom on the same level with this flooring. You cant have 4 bedrooms with hardwood and 1 with carpet.

DAVID had the audacity to tell me to refuse the shipment over 10 times he repeated himself. He was extremely arrogant, RUDE and Unprofessional!!!! I told him he sounds like a broken record and then he continued to argue with me and tell me I am repeating myself. I wasnt aware that its proper to mock a customer.

Its very disturbing and aggravating to irritate a customer. You are suppose to calm the customer down not make the situation worse!!!!! I am beyond livid and irritated and cant believe that lumber liquidators hires people like DAVID. Seems like their standards are low as DAVID needs to find another job because obviously he is not a people person.

He did nothing for me but aggravate me and upset me. I am going to be looking for a different flooring company.

One that appreciates my business. I flip several homes a year and deserve a company that isnt going to disrespect me and mock me such as DAVID!!!!