Complaint Review: Lumber Liquidators - Nationwide

5-29-16 Left a $100 deposit with Lumber Liquidators (aka - LL) for 2 separate floor samples we took home to compare with our existing wood floor.

5-29-16 Returned both samples and ordered the one that matched our existing wood floor.  At no point did LL indicate there could be a color variation.  They were only interested in selling me as much product as they possibly could, over $6900.00. 

I showed LL a sample of my existing wood floor I wanted to match.  They selected the wood on their computer, I have no idea if they ordered the wood I selected, nor do I know the store loaded the right wood the day I picked it up.  

Also I find it odd their installers removed all the wood from their boxes and hauled the boxes away the first day they arrived - before any wood was installed .. Could that be because they were trying to hide something??

7-19-16 I called Mizzie at LL, told them the wrong wood was being installed. I went to the store as well with pieces of LLs wrong wood and they compared it to the wood sample they sold me and agreed it was not the same. The store representative Javier said he would let John the store manager know about the problem, also Sam the regional manager was notified. Of which none ever called me back!

At the start of the claim Michelle was in agreement, they made a huge mistake and she was going to fix it per her 8-2-16 email.

8-2-16 LL representative Michelle sent this email ( I can forward it to you  if you need it):

Good afternoon,

Thank you so much for speaking with me today.  I have attached photos of the Honey Strand Bamboo and the Antique Hazel that was purchased and delivered to your home.  Please let me know if the Honey Strand is more what you had chosen and wanted.

Also, if you could remind me to whom you spoke to at the store that stated the wrong floor was delivered to you.  Unfortunately, I didn’t not note that while we were speaking. 

I will keep an eye out for your reply email.

Thank you!

Michelle|Customer Resolution Specialist 

Lumber Liquidators|3000 John Deere Road|Toano, VA 23168

800.366.4204 ext 7783|855.272.6946 fax

After dozens of phone calls to both corporate and the store (of which I have recorded if you need them and I received no responses) as well as numerous in store trips to resolve their screw up.

8-5-16 LL representative Michelle sent this email ( I can forward it to you  if you need it):

Good afternoon,

Please let me know how many unused boxes of flooring and a list of other product that has not been used so I can let the store know how much to have picked up from your home.

I am ordering all new product in the Honey Strand and will have it shipped to your home once it is all in the store.

Thank you,

Michelle|Customer Resolution Specialist

Lumber Liquidators|3000 John Deere Road|Toano, VA 23168

800.366.4204 ext 7783|855.272.6946 fax

Next I get:

8-10-16 Michelle emails indicating "my concerns are not covered".  

8-10-16 I called Synchrony Bank who LL financed the purchase thru and filed a dispute.

Again I made many more trips to the store, phone calls to LL customer service (again I have a log of them) and emails voicing their screw up.

After the bank froze LL payment from me,   Would you believe Michelle at LL had a change in her position of "Not Covered":

8-23-16 Michelle emails and now attempts to "Buy Me Off" by offering a $1500.00 credit!   But I have to accept it in 5 days and agree to all their stipulations ...

8-23-16 I emailed my response.  "NO, I am not paying $6800.00 for the wrong wood they provided - my house looks terrible".

Again I continued making many more trips to the store, phone calls to LL customer service (again I have a log of them) and emails voicing their screw up.

9-12-16 Hunter (new LL customer rep) emails, now attempts to "Buy Me Off" by offering a $2000.00 credit!   Again, I have to accept it in 5 days and agree to all their stipulations ...

I continue making more trips to the store, phone calls to LL customer service (again I have a log of them) and emails voicing their screw up.

9-18-16 Regina (Michelle's LL supervisor) responds saying she will review my case and makes the same attempt to "Buy Me Off" by offering the same $2000.00 credit...

I have a beautiful home with a hodgepodge - unfinished wood floor and steps at a cost of $6800.00 +.  Not right...

I started this improvement project at the end of May 2016 and had no doubt it would be done before my sons wedding in October. I hosted a couple showers for my son and future daughter in law only to endured personal embarrassment because of LL's terrible product and customer service leaving my house looking like a construction zone.  Now Christmas is around the corner and LL has still done NOTHING!

I hope this is enough information to clearly show how much Lumber Liquidators is in the wrong.  I appreciate all you can do to make Lumber Liquidators correct their mistake.