Lumber Liquidators was founded in 1993 in Stroughton, Massachusetts, by Tom Sullivan. Sullivan was working as a building contractor when he began purchasing excess wood from other builders, and reselling it out of the back of his truck. The first retail location opened in 1996 in West Roxbury, Massachusetts.
Over the next 10 years, the company kept opening new stores to meet the growing demand. As of 2016, the company has locations in 46 states and employs approximately 1,000 persons. Wood is now purchased from mills, rather than the extra from building sites. Today, the company specializes in solid and engineered hardwood, laminate flooring, bamboo flooring, cork flooring and resilient vinyl flooring, and butcher blocks. Samples are always available, as well as necessary moldings, accessories and tools.
Lumber Liquidators guarantees that all their wood is from sustainable harvesting and is first class wood, not factory seconds. Company headquarters are now located in Toano, Virginia.
Lumber Liquidators
Lumber Liquidators was founded in 1993 in Stroughton, Massachusetts, by Tom Sullivan. Sullivan was working as a building contractor when he began purchasing excess wood from other builders, and reselling it out of the back of his truck. The first retail location opened in 1996 in West Roxbury, Massachusetts.
Over the next 10 years, the company kept opening new stores to meet the growing demand. As of 2016, the company has locations in 46 states and employs approximately 1,000 persons. Wood is now purchased from mills, rather than the extra from building sites. Today, the company specializes in solid and engineered hardwood, laminate flooring, bamboo flooring, cork flooring and resilient vinyl flooring, and butcher blocks. Samples are always available, as well as necessary moldings, accessories and tools.
Lumber Liquidators guarantees that all their wood is from sustainable harvesting and is first class wood, not factory seconds. Company headquarters are now located in Toano, Virginia.
History
My wife and I bought Flooring and Moisture barrier from LL flooring in San Marcos. We had a professional installer put the floor in. Under six months later the floor started failing in multiple places. After multiple attempts to speak with some at LL flooring we were finally told because they did not install it they would not back it. In addition the customer service person blamed us for the failure. Our contractor has down multiple flooring jobs and stated this was ABSOLUTELY a product failure. All we wanted from LL was a credit from them to replace the floor. NOPE, offered us a $200 credit!!! That’s rite, we spent $1600 and they offered us $200! Look elsewhere with a company that will at least back the product. Now we are stuck with this floor can afford to do it twice. Thanks LL, great customer service!! And it’s happening in multiple locations.
if you like to know more go and search on Facebook Customers that got screwed by lumber liquidators
I would never ever use this company again.
We purchased our bedroom floor last year and they did an excellent job of installing the floor there were no problems at all.
We did a second purchase of well over $5,800 for 3 bedrooms and two baths. The installation was done last week I did request the same crew that did our bedroom last year unfortunately that did not happen. It was truly a nightmare situation from the start.
The team leader was not happy about driving two hours everyday to come to our home. The first day they damaged all of my baseboards requiring repainting. When I approached the leaker he basically indicated he was not in the room and did not think it was serious. I did repaint the baseboards that evening.
The second day of the installation my wife notified that the flooring being installed in one of the bedrooms did not match the pattern in the other rooms already done. She approached the worked after a few rounds of discussion they agreed to redo t he floor already laid down (about half). The leader wears very upset threatened to pack up all of his tools and leave. In addition called my a “crazy Lady” totally disrespectful and unprofessional which I reported to no satisfaction.
Also, the following issues with the installation are defined below:
1. One Bathroom door needs to be cut.
2. Two toilets needs to be reinstalled.
3. My pocket bathroom door is stuck will not open or close they did agree to come back it and a different threshold still waiting.
4. My hall way wall was scratched.
5. All of the quarter round trim needs chauked and painted.
6. My front steps and driveway had sawdust everywhere clean up was not to my satisfaction
Finally as the crew left on Wednesday they parked their trucks in my driveway I did not notice an issue until early Friday morning. There was a large oil stain on my concrete driveway I reported to the local store in Pittsburgh and they advised me to call their corporate installation client care group. I did talk to someone on Saturday and they committed to get in touch we me on Monday. However by late afternoon Monday no call occurred so I initiated another call they did respond requested pictures of the driveway damage and the two door issues.
On Tuesday I was informed that they would order a new threshold to fix the bathroom pocket door issue I did firmly request the crew that did the installation will not be allowed my home again they agreed to have another crew fix this issue.
When it came to the driveway oil stain their installers denied any wrong doing and therefore offered $200 to resolve this issues.
I adamantly refused knowing that is a significant issue causing cleaning of the entire driveway.
I notified my homeowners insurance and talking to attorney to file for personal property damage that was clearly caused by their old truck parked in my driveway. They in turn will notify their own insurance.
If anyone with authority from Lumber Liquidators reads these comments I do hope they help me resolve these issues it is a real shame to deal with disrespect, unprofessionally workers, damage to my property and the ultimate lie of denying their truck caused the oil leak when there was no other car/truck in my driveway during that time period,
Sadly
I sent Angela, customer service numerous emails with pics of the problem with my newly installed floor and she have not respond. There are numerous gaps between the floor and the baseboards. There are splinters in the floor. Some areas of the floor are not securely glued together. The transition strips were too small, they don’t cover my newly install wood floor and tiles floor in the kitchen, around my fireplace and the front door and door leading to the garage. I will be filing a formal complaint with the BBB within the next few days. This is totally unprofessional and they should not be allowed to continue this bad behavior. I paid a lot for these flooring and it been almost three week and they still have not fix the problems. I strongly recommend not doing business with LL. I would not recommend them to any of my friend. I will seek legal advise from the JAG office on base as well. Angela should be fired for not responding to 7 emails and two phone voice mails. Totally unprofessional
I purchase $10,000 worth of hardwood floors, went and returned $3000 worth I paid cash and now I’m gonna have to wait 3 weeks instead of the 10 business days cause they had a computer issue. I paid you cash how hard is it to process a refund check that was a cash sale in the first place? You will not be number 1 or 1000 on my list the next time I do flooring in my home
Case #7662849 In the past two years I have spent $22,000 dollars in flooring from your company and yes it has been a very frustrating experience with Lumber Liquidators to the point that I will not use your company or products again. There will be no need to contact the installer to reinstall the flooring that was removed by your company representative and the installer. I will have another flooring installer remove and replace the damaged flooring in the foyer and the additional three room locations in my Georgia residence. In looking back when we were first considering purchasing the bamboo floors your company salesman informed us because we asked the question of living in a high moisture humidity state like Georgia would that be a problem with this type of flooring? He stated no and as a matter of fact he had bamboo flooring installed in his own residence on top of his concrete foundation without a moisture barrier and he did not recommend it. Secondly when your company representative and installer came to my residence to investigate the issue I again asked the question on weather or not a moisture barrier would have prevented the type of floor damage that had occurred? He responded “No”. Then when the floor delivery persons who delivered the flooring for the second flooring purchase who also happened to be floor installers stated that the moisture barrier was needed. So my point is that someone needs to get the story straight and if Lumber Liquidators is going to make recommendations they should stand behind their products and if they fail assume culpability. To make the assumptions that the floors were saturated or that my residential temperature/humidity exceeded limits especially when both a new air conditioner two years ago and automatic dehumidifier 1.5 years ago or to tell me that my residence has a drainage problem. I hope in reading this document that you understand the poor customer service and the level and scope of my frustration. Wasted $$$$ Regards
Thomas White
To whom it may concern,
I was in your Portland store and received a quote for flooring. It was $3300.00. We had a person come to our house and do an actual bid. The person who came out called at the last minute to reschedule so I had to take 2 days off work to get a bid. They came back twice as much as the store quote. We were not treated nicely at all. They kept trying to charge us an almost $600 fee for a custom stair piece that we didn’t need. We had 2 other bids that said we didn’t need that. I offered to send a picture and they didn’t want to listen to us? It was probably the worst customer service that I have received in years. I wanted to pass along what was going on at your Portland store.
And let me add … I paid $145.00 for the delivery from the store to my home. At no point to ANYONE tell me that it would be delivered to my driveway and not inside my home. If they had I would have walked out IMMEDIATELY! Seriously at 72 years old we were expected to carry the 10 boxes of hardwood flooring into the house. I have NEVER heard of such a thing in my life!
Recommendation for LL. You are in serious need of improving customer service. I worked for the utility industry for 42 years in customer service so I am not just complaining to complain. Please accept this as an opportunity to “go above and beyond” for your customers. The customer may not always be right but they are still the customer. We live in an age of social media and I used FB to place my displeasure … people noticed. So here you go:
Dear FB … oh how I hate to write this … often times I criticize my husband for “not getting” more than one estimate to do a project around the house or to purchase a big ticket item. Now the blame is on me. I honestly believe in “shopping with small business.” Why didn’t I listen to my own words and get two estimates. BUT I DID NOT …
Lumber Liquidators needs a lesson in customer service. I am sooooo regretting not going with someone local. I get the first quote over the phone for hardwood flooring. Sounds great!
Funny though when I went to the store and they write the order it goes up 500.00. “Oh well there is the base flooring and blah, blah, blah.”
Good customer service would have been to include this information within the phone conversation of the original quote.
Next … Your flooring will be in on June 30. You should get a call the first week of July for the delivery. No call … so I call them. “Oh your flooring isn’t coming in until July 6.”
Good customer service would have been to call and tell me on June 30 that my order did not come in.
Now I get the call for the delivery. They will be there on
July 10 between 10 and 2 and call 30 minutes prior to delivery. At 1.45 I call Lumber Liquidators only to hear that they are running late because …. (you know the things that have nothing to do with you) … So I “express” my disappointment and explained that I have been hanging around the last four hours not knowing anything.
Good customer service would have been to call the customer to say we are running late and … gee I don’t know … apologize!!!
OK wait for it … when I placed my order I paid extra for the delivery. The driver gets here and says oh we can only leave the flooring in the driveway … you have to pay the store extra for us to bring it in the house … WTF
Shop small people … shop small.
This company must be going under, I am so sorry I used lumber liquidators. I’m with everyone else, ready to file a class action suit, sent pictures, fill out all the papers . I received a message from the lady name Anna that was supposed to be helping me, Stop sending pictures! My floor is uneven and cracked in all my doorways. I can’t get anyone to respond are come look at the problem. They sure cashed my check, Don’t used this company!!!
I’m ready to file a class action suit as well, these people never resolve any issues. I have been trying to remodel my home and the installer has made some bad cuts, nippling in flooring and some of the flooring coming up. I have been trying to get this resolved for 3 long months which is putting my other remodel things on HOLD! i have spoken to 4 different people with no resolution. the only person that has made a dent in this resolution is the store manager. I have email & called with no response from anyone but this manager but he has little control on what he can do on his end. As a company owner this should never be!!! Moving into this class action
Stephanie, how do I join your claim? I have had an absolutely horrific experience with LLFlooring. I ended up in the ER with full on heart attack symptoms as a result of getting nowhere with my contact person at LLFlooring. It has been a nightmare getting any sort of answers, and they only address the things they “want” to focus on.
If my case, there was a damaged box on the day of delivery, of which I notified the store, and they made a note of it in my file. In hindsight, I should have just rejected that box on the day of delivery. Instead, we labeled it “Return, Do Not Use”, taped it shut and set it aside. But it was still installed in my largest bedroom, despite there being 26 boxes remaining to use first. Our house is very old and there were 3 rooms the installer said, and therefore knew, he could not install the new flooring in.
We were bumped from our first install date of April 25, 2022 until July 11, 2022 when our downstairs rooms were finally installed in just 4 days. Then, even though the installer had texted me saying that once he started my job there would be no other distractions, he then broke my job down into 3 smaller jobs. By doing this, he was going to bump me to SEPTEMBER to do the net job! I persisted and he surprisingly found “room” the following Tuesday and Wednesday to do the next, and final, room, which is where the box of damaged flooring was installed. When I told him, “Joe, in full disclosure, I have to tell you I’m not happy your used the box of damaged flooring in that room.” His reply, “SOoo!” I was absolutely shocked that he would speak to me in such a way. I wanted to swear at him and tell him to get out of my house and don’t come back. But since I was still hopeful to have one more room installed, I did’t stand up for myself. Boy do I wish now that I had done so. Because it wouldn’t have changed the course of things since that day.
They finally sent an independent inspector who apparently determined that my floor needs full replacement, which is what I had been asking for all along. Just about every request I have made gets “crickets” as a response. The store manager has been the only truly responsive person in all of this. Mary T, my contact person, SHOULD BE FIRED, because she is terrible at her job.
So, I am still waiting to hear who, how, and when they plan to do this replacement as we approach Christmas. It’s disgusting!
We ordered flooring in September of 2018. when we ordered we told them that we needed about 600 sq feet , after explaining to us about how you need to allow for waste we placed our order by their recommendations. We asked at that time about the return policy and were told that as long as it was unopened it could be returned. ( no time limit was set) Unfortunately my husband had to go into the hospital and the project did not get done for a few months. After finishing the project we were left with twice the amount of flooring and underlay and vapor barrier that we needed. We tried to return it to the store and were told that they could not accept the return because it was after 90 days!!!!!! we called customer service who did nothing but call the store where we bought it and and gave us the same answer, but maybe we should try to return it to another store????? We paid $3374.47 and the total of the excess comes to $1652.27. ,It is obvious they were just trying to increase their sales totals for the month at our expense. We need to return this excess and be given a credit on our credit card. Please have some one contact us within the next 48 hours. Thank you.
Luckily I didn’t get as far as paying for anything. They are a bunch of liars. This stores is in Redlands, CA. I was getting some flooring for .99 cents and they said we have to hurry to get it at that price. It took them a week to come and measure. So then it went up to almost $3 but I can have it for $1.50. And install was $1.99 a sq ft. My sq footage was about 1,135 sq ft. So to keep this short they were going to make it right. One of there reps was really rude and other stuff. I asked the 2nd rep what I’d the bottom dollar was. I asked him several times. By this point I was getting mad. Then he says it’s $8,000 dollars. Install $4,000. I said install is suppose to be $1.99 sq ft and then says the did bump it up a bit. This was after they supposedly took $600 off the flooring material and a little off the labor. What liars.
Terrible customer service!!!!!!! Still haven’t fixed problems throughout house flooring 10 months after installing.
Store #1260, Grand Junction, Co.
NO follow through from store manager and rude, hostile installer stalling to do repairs.
Wilma Meek
to lumberliquidators
ORDER # #10220320
I ASSUMED MY BILL FOR 1487.08 WAS THE TOTAL AMOUNT YOU CHARGED ME AND MY BANK STATEMENT SHOWS A CHARGE OF 1507.39.
PLEASE REFUND THE DIFFERENCE OF $20.31. I WAS NEVER NOTIFIED THE CHARGE YOU SENT ME A COPY OF WAS MORE THAN 1487.08
SHIPPING ADDRESS:
WILMA COOK MEEK
Galloway, OH 43119-9261 United States
614648****
BILLING ADDRESS:
WILMA COOK MEEK
Galloway, OH 43119-9261 United States
6146481912
wcookmeek@ gmail.com
Merchandise:
1323.39
Estimated Tax:
84.86
Applied Samples Credit:
0.0
Order Discount/Promotion:
66.17
Your Estimated Order Total
1487.08
Amount Applied to Gift Card:
0.0
Amount Applied to Credit Card:
1487.08
Shipping
145.0
All pricing is in US Dollars.
Billed to your VISA **** **** **** 3741
Shipping Method: Store Delivery Truck – Garage
FLOORING PRODUCTS
TOTAL SFT
BOX QTY
TOTAL ITEMS
PRICE SFT
PRICE (TOTAL)
10044551 12mm Overland Park Oak
832.32
832.32
48
1.59
1323.39
Subtotal:
Estimated Tax:
Shipping Store Delivery Truck – Garage:
1323.39
84.86
145.0
Hey My Name is Victor I’m the CEO of the Savannah marine terminal here in savanna ga. I’ve recently visited the Savannah ga store and this is my 2nd time shopping there. Im buying a vacation home in Atlanta ga and I want you guys to install my flooring again. I also just wanted to bring attention to this wonderful hardworking young man named (domonique mincey). He wasn’t only helpful he actually took his time by taking me through the pro & cons of different types of flooring to help me decide on what would be a better option for my project. He was very inventive to my needs or the look i was going for. I commend this young man for such hard work and dedication he had with making every customer that walks in those doors happy he was like most salesman he was very down to earth and funny didn’t try to over sale everything and possibly run me away he was straight forward and confident in what he was doing.great job
Maybe we need to start a class action suit.
We had our floors replaced in May 2017. They are not level they squeak and I cannot get anyone to care. I am going to file a lawsuit against them. They lie, lie.lie.
We ordered a stair tread in September of 2018 and was told we would be called in a week when it came in. After waiting a few extra weeks we realized that the Taylor, MI hadn’t called so my wife stopped by the store to see if it was there. She was told that there was a truck arriving in about a week to 10 days and we were the next ones on the “list” to receive our merchandise. Or, if we wanted our money back they would give us a refund. She asked what good that would do since we still needed it. We just called the store again, today November 17, 2018 and were now told it would be the second week of December before we would receive our tread! Seriously! For the second time we called customer non-service and were told our order was on the truck. Liars and lousy doing business with them. Not only will we never use this company again we will tell any of our friends who are thinking of ordering from LL not to! I would recommend they take their hard earned money elsewhere like Home Depot or Lowe’s.
Your folks refused to take back some unused, new floor undelayment by saythig that nothing could be returned after 30 days. My invoice does not mention that. What gives ?. The roll is still sealed. I aw nothing in the store indicating the 30 day no return productlanguage.
You advertise that you sell waterproof flooring.
So I visit your store, state I’m interested in purchasing flooring for my basement. Your sales person recommends and sells me vinyl plank flooring with a lifetime warranty and your Bella premium padding. During this visit I spend over $2100, which included 558.88 FT2 of the TRQ Summer Island Teak 5mm click and 6 rolls of the Bella Premium underlayment.
After installation by a license contractor, I had some water in my basement and the padding got wet, I reach out to the local Lumber Liquidators asking questions and recommendations about my situation and the sales person looked up my order.
WELL, I was informed that the Premium padding I purchased (that was highly recommended) was the incorrect padding for the waterproof vinyl. The padding that was sold to me is not mold or mildew proof. The padding that they should have sold me is both mold and mildew proof and was $20 less per roll that what I paid.
I was told to call the customer care number 1-800-366-4204. I did and to make a long story (trust me, a very very long story) short… Customer Care person by the name of Jalon Extension 7493, told me that Lumber Liquidators is not responsible for moisture issues (LOL,… really!! ARE YOU KIDDING ME….Water proof flooring with a lifetime warranty does not include MOISTURE??). It was also made very clear to me by Jalon that prior to the installation, If I and the contractor read the installation instructions we would have known that. Jalon also told me that I did not have to purchase the padding and that I could have just simply had the contractor install the flooring directly onto my basement floor. HMMM.. but I thought this was a floating floor that “required” the padding, following the warranty requirements.
She made it very clear to me that Lumber Liquidator is not responsible for selling the “incorrect padding” and there is nothing that Lumber Liquidators will do.
Translation… GO LUCK, Don’t call us anymore!
So basically Lumber Liquidators sells Waterproof vinyl flooring with a lifetime warranty but if you buy it and have moisture you’re “SOL”!
Note… issue started on 1/15/2018, case# was assigned on 2/12/2018 and today 5/11/2018 Lumber Liquidators response… “Good Luck”, case closed, with no resolution.
My husband and I have been trying to get a refund check since December, After paying cash for our order. Contact Customer Care . didn’t help. Went back to store employee contacted customer care while we was there . They claimed I will be getting a refund . didn’t get it yet..Now no one can explain what’s taking so long .My next move is to contact the BBB to file a complaint.What and how long it takes to get a refund after paying cash Lumber Liquidators please let me know.
I went to one store ordered my flooring said they did not have in stock at that store checked with other stores near by two of them had flooring I ordered when I went to the one store they said they did not have it either so went to other store they had it and had to drive all the way there to get my flooring. I WAS NOT HAPPY WITH ALL THE DRIVING I HAD TO DO.
These people SUCK! Changed my price, altered contract & harass you to damn near death about B.S.! STAY AWAY! FIND ANOTHER PLACE TO DO YOUR WOOD FLOORING!
YOUR PHONE NUMBER FOR CORPORATE ONLINE IS FULL OF ADDS, AND THERE IS NO SERVICE. I ALSO CALLED THE 205 NUMBER, SO PLEASE MAKE THE NUMBERS ACCESSIBLE TO THE PUBLIC. THE DEMANDS THAT I PICK UP MY ORDER ARE NO APPRECIATED. I HAVE SPENT 60.00 IN FAX FEES, AND WRITTEN LETTERS, CALLS, EMAILS, ETC. IT SHOULD TAKE ONE WEEK. I HAVE DONE MY PART. IF YOU WANT A CUSTOMER WHO REFERS STOP CALLING ME. OTHERWISE BE PREPARED FOR A SOCIAL MEDIA BLITZ AGAINST LL!
Please insist Robert from LL Reno stop calling me and harassing me re: picking up the remainder of my order. I have called, emailed, and faxed to get the balance of my money. You have room to store the 24 rolls. If I get another call or email, I will return all product, and refuse to pay the restock fee! STOP CALLING ME!