Lumber Liquidators Beware of their estimations! Cranston, Rhode Island
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!
1 Updates & Rebuttals
LL Customer Care
Toano,Virginia,
United States of America
LL Product Returns Response
#2UPDATE Employee
Thu, February 11, 2010
Lumber Liquidators clearly states that the customer / installer are responsible for determining the square footage for any projects and we supply material with the reccomendation that you retain some extra boxes for waste, or unepxected repairs from water damage and other possible unexpected accidents within your home.
We do not accept returns on laminates and make this clear at the time of purchase. The reason we do not take back laminates is becuase the care provided to the product after it leaves our warehouse is out of our control and dropping the product can result in damage not seen until someone else purchases the product and opens the packaging. For this reason it's not appropriate to re-sell a returned box to someone else when it could be returned to our store damaged, and we would unknowingly pass off damaged material to another customer creating a negative experience.
You should keep no less than 2 boxes of product and the stores decision to deny the return was appropriate as we clearly state the return policy at the time of purchase noted by your initials at the time of purchase acknowledging the policy. Unlike other retail purchases, our policy is in place to protect others and we're sorry to hear this became a negative experience, but we did not mislead you in anyway when you chose to buy from LL as we divulge such policies clearly for all customers at the time of purchase. Your decision to shop somewhere else in the future is a choice, but you can save money and receive an excellent product when you shop with us, just measure carefully and buy according to your projects need and you'll have a great experience.