COMMUNITY FORUM

chevylover1988

03:40PM | 07/07/09
Member Since: 07/06/09
3 lifetime posts
Bvflooring
We purchased a laminate floor from Lumber Liquidators and paid for their installers to put it in. The installers came and said they were unable to use the flooring since it was defective. They called the store and we had to return the defective flooring. On

the recommendation of their installer we bought a more expensive engineered floor (Schon). We picked up the new floor and noticed that the boxes looked in poor condition. We asked the manager to come out and look. He did a quick look and said it was OK, that it had come from another store. When we got home we opened one box (it was partially open) and noticed that the flooring was curved. We called Lumber Liquidators and they said it had to acclimate. 5 days later it was still curved (3" off the ground on each side) Now they want a 20% restocking fee if we return it and they said that the schon floor we bought is no longer available. 20%for another defecive floor. BEWARE OF LUMBER LIQUIDATORS

bpullin8864

05:53AM | 07/08/09
Member Since: 10/28/08
6 lifetime posts
We stand behind our products and if there's a quality issue with any products received, LLI will take the product back and swap it out for any product of equal value. A re-stock fee would not be charged if the product has a defect.

Customer Care's 800 number is found on every invoice ready to assist any customer not satisfied with the local stores actions to remedy any situation involving our products or actions taken by the store. Our goal is customer satisfaction offering great products at low prices. I would encourage any customer with a negative experience to call Customer Care at 800-366-4204. We have qualified associates on hand to assist customer 7 days a week.

chevylover1988

07:54AM | 07/08/09
Member Since: 07/06/09
3 lifetime posts
So al know, we have spoken with customer care representatives from Lumber Liquidators. They told us that they will make a determination if the flooring is defective when they receive a sample of the floor from the Clayton, Delaware store. Unfortunately, we have the floor in our home...I do not know what kind of sample the Clayton Delaware store will send, but I know it will not be from the flooring they sold us Please realize THEIR installer said it was defective and that if it did not acclimate in 3-4 days, we should take it back. This is the second floor we bought from this store! The first one was also defective and their installers could not put it down. They suggested we buy a better floor, which we stupidly did. Their customer care is a joke just like the curved flooring they sold us. We are returning it but we will take them to small claims court.

chevylover1988

05:09AM | 07/09/09
Member Since: 07/06/09
3 lifetime posts
To let you know, upon the advice of our attorney we returned the defective flooring to Lumber Liquidators in Clayton, Delaware yesterday. We spoke to the assistant manager who told us he could not determine if the flooring was defective. He had to send it to the main office for their determination We were charged 20% restocking fee, even though several people in the store snickered when we put the flooring piece down on the floor. It was obviously curved, about 3" off the ground on both ends. Steve also said that the first floor we had returned upon their installers claim that they could not put it down was really fine. He said it was the installers who were at fault. (We had seen the chipping that occurred when they had tried to install it) It is obvious that this company has betrayed our trust in them. We will await their determination before we move forward. The cost to us is much greater than the 20%. We had to return heavy flooring twice. Then to be treated so shabbily is disgraceful.

bpullin8864

08:14AM | 07/09/09
Member Since: 10/28/08
6 lifetime posts
As the CC Mgr for LLI it appears your situation is not following standard protocol and your experience is far from typical. May I suggest a call to Customer Care asking the first associate answering the line to direct your call to my attention for service. If warranted, we will return your re-stock fee while looking into other possibilities correcting the problem. Validating a defect is a must and warping and other issues can occur from storage and excessive moisture, so we look into these matters carefully before making a final decision. Use the "Contact Us" page on our website if needed. Warping out of the box is not a manufacturing problem, rather indicates some other issue has occured. We're here to help

jonny5buck

07:11AM | 07/13/09
Member Since: 06/14/09
10 lifetime posts
As an installer i feel compelled to chime in here.Any laminate that is curved as you stated, has 99% of the time been subject to HIGH HUMIDITY,probably at the warehouse.You w/need to have 90% humidity outside,all the windows open,and 6 inches of standing water in the basement to get those results in a residential setting!I too have run into prob./ w laminate ,but not to that degree.I have had to return product to menards there 'UNI-LOCK'laminate had tounge side way too small to lock into the next piece,they refunded the dif. and homeowner purchased upgrade w/NO re-stocking fee,installation went fine then,helps to have an installer there to verify whats wrong,still try working with the distributor,sounds like they w/make right...good luck!

jonny5buck

07:25AM | 07/13/09
Member Since: 06/14/09
10 lifetime posts
one more thing,you will eventually run into problems with products,it happens.I installed over a thousand feet of 'bella hardwood' in homeowners home.In the last hallway we ran into a problem,boards wouldn't go together!After 30 minutes of struggling,when i held the pieces up at eye level the tounge side was way off from the groove side...bigtime.One call to bella, and the problem was corrected! They make a great product..period...i would recommend...point is sometimes problems arise, it can happen to any manufacturer....it's simply how they correct the problem...most will correct the problem...if your manufacturer has shoddy customer service....i agree with your next avenue to correct the problem...someone has to make it right.

wjpapa

07:47AM | 02/08/10
Member Since: 02/07/10
1 lifetime posts
Hey, at least they let you take it back! We went to Lumber Liquidators to buy a laminate floor for our income property. We gave them the dimensions of the room and they told us we'd need 16 boxes of flooring, but also told us that they do not take returns - even on full, unopened boxes of stuff they stock! Based on that info, I told them to only give me 15 boxes and we'd come back if we needed more. Well, we only needed 13-1/2 boxes, so I have a full box that I'm now stuck with that we can't return. When I asked them why they wouldn't take it back, their only reply was "it is our company policy". This was not a sale or closeout item. So basically, they sell at a lower price, but then bump up the amount you need so they make up the money that way. So, if you go there, buy 2 or 3 boxes LESS than what they tell you. As for me, they lost a customer for a $35 box of flooring because I'll never go back there!

jonny5buck

10:01AM | 02/08/10
Member Since: 06/14/09
10 lifetime posts
Im not familiar with lumber liquidators personally.I have never purchased products directly from them in other words.It is up to the customer to ask questions when it comes to returns,each place may be different.As far as the amount of laminate,i would always like at least one full box extra per job.This would be for any repair in the future or a reference ex. sku3lot# etc. color for if additional work will be done.As an installer that one box is always needed for chipped corners or defects /same thing with hardwood.It pays to have an installer measure and install 90% of the time.Store policy is store policy,regardless.

magicmona09

10:42PM | 04/03/10
Member Since: 04/03/10
1 lifetime posts
Thank you so much for the heads up! :)
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