Thank you for the feedback and the comparison when shopping elsewhere - We agree! Our Founder Tom Sullivan wouldn't have it any other way. Pricing is great and we never want anyone beating us on price, but the customer service is always FREE! Sounds like we got the project off to a great start - Thanks for choosing Lumber Liquidators!
Brian Pullin - V.P. Customer Care Operations
Original review: Sept. 16, 2016
I went to the store looking for some hardwood and ended up buying some gorgeous cherry-stained maple. That itself is not what was especially remarkable about Lumber Liquidators. What distinguished them was their customer service. Without a hint of impatience, they asked questions about my goals and walked me through about a dozen samples to help me find precisely what I wanted at a price point I could afford (no pushiness at all). Although I worked with one gentleman primarily, several others chimed in with ideas as we sought to refine the choice which shows good company camaraderie and a corporate desire to have all customers walk away satisfied. On top of this, I paid less for my maple than I would have for just oak at a big box store. I couldn't be happier.
Thanks for sharing your shopping experience Daniel. The "rustic look" is in style and we offer the latest in new trends and flooring collections that help you make the right selection for your homes style available at Lumber Liquidators. Sounds like you found the right floor for your DIY project - Enjoy!
Brian Pullin V.P. Customer Care Operations
Original review: Aug. 23, 2016
Lumber Liquidators was close in Springfield which was convenient, and the cabin grade was less than half the price of everything else that I could find out there. The sales reps were really nice, friendly and helpful and we're very happy and pleased with the 3.25-inch, 3-inch wood solid red oak. I installed it myself which was a lot more forgiving to do because that was the look we were going for than the blemish-free surface which I would have screwed up. It was exactly how we wanted it to look like which was nice.
Thanks Michael. We love to hear customers returning to Lumber Liquidators adding new room upgrades! Thanks for sharing your experience with our staff. We empower every team member to deliver the best possible shopping experience. Your comment shows it's working!
Brian Pullin V.P. Customer Care Operations
Original review: Aug. 16, 2016
Lumber Liquidators is easy to get to and has a good reputation nationwide. I've also bought very good quality flooring from them 2 months and a half ago so I bought some solid hardwood white oak again recently. The sales people at the showroom were excellent.
We would like to thank you for taking time to share your great experience with Lumber Liquidators. Providing excellent pricing, Outstanding support and World Customer Service is our goal. Your recommendation is greatly appreciated and we thank you for choosing us for your flooring project.Reginald
Customer Care Management Team
Original review: Aug. 9, 2016
Lumber Liquidators had a good price. I purchased bamboo flooring from them and the quality is good. I had a friend install it and it went very easily. I would recommend them.
We stopped in at the suggestion of a friend when we were looking into replacing all the flooring in the lower level and staircase of our home. Mark was very helpful and knowledgeable about the product, which helped us make an educated decision prior to purchase, (we went with wood-look tile in the bathroom and in front of the fireplace and vinyl planking everywhere else). After we ordered, our product arrived on time and all the tile was intact. The new flooring totally transformed the look of our home! We love it!
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I paid for someone to come to my residence to give me a quote on what the cost to get flooring installed. Well after a week someone arrived, He measured the area we wanted flooring installed. He advised that he would turn the paperwork in. Well it is October 23, 2016 and no one called or emailed us. I figure you just charge people and those that are too far 27 miles from the store you don't contact.
Thank you for choosing Lumber Liquidators for your flooring project. We are thrilled you were able to find a product that fit the need for the renovation in your home. We take pride in our product and would be privileged if you considered coming back to finish the bottom floor as I am sure you love the finished product installed upstairs. We are here to help and want to thank you for taking time to post such a great success story. We are working hard everyday to improve our services and will not be satisfied until you are.
Lumber Liquidators Customer Care Management Team
Original review: Oct. 21, 2016
We were doing a total renovation and we bought solid oak wood flooring from Lumber Liquidators. We headed down there a number of times looking for something that was in our price range 'cause they often had to close out some stuff. We didn't waste anything. We went back with a guy and he showed us some stuff that were ordered, but weren't normally stocked. It was the shorter pieces, but it was cheaper for that reason. We liked that and he said he could get it but would have to order more. He ordered the quantity that we asked for and the following weekend, we picked it up.
The flooring was not top-grade but we were okay with that based on the really good price. We knew that we'd have a certain number of ways to put the flooring and be usable. This was an unfinished flooring so we stained and sanded it. It needed a couple of work, but overall, we're happy with it. We look forward to the way it looks and its durability. We did part of the installation ourselves which was relatively easy but it was mostly done by a contractor. We may end up having to buy more of it because we got the top floor done and we got some leftover, but they may not be sufficient to do the bottom floor which is smaller. We may not be able to get the same really good price for that, though, because we won't be buying as much.
We are building a new house. We got the saddle pine wood from Lumber Liquidators and it was our first time using them. We made two separate purchases. The first one was about six weeks ago and the second order was about four weeks ago. My father-in-law installed the first one and we are yet to pick up the second one. The only thing was our second order was put on back order and we weren't notified about it until I called. It would have been nice to be notified prior because we are waiting to close now on this wood floor. But everyone was great and super helpful about it. The cost is fair and we like our purchase.
My flooring at home needed to be updated and Lumber Liquidators had the right shade and everything we wanted. The flooring has a very good quality and was also on sale when we bought it. The sales reps at Lumber Liquidators have all been great. We've been very pleased with them.
Factual basis uncertain
Thank you for letting us know there's been a few challenges with the order. We'll make it right and there's no need for you to call Customer Care because I'm going to have a team member reach out to you first to make this right!Thank you,
V.P. Customer Care Operations
Original review: Oct. 19, 2016
Very bad experience. I ordered Hickory wood for my home upstairs area including stairs. And I got delivery for Maple. Then we called customer care and they were wanting us to pay extra but on order it was already hickory and that's what we were given quote and that's what we paid. After so many calls/hrs we were so frustrated and asked them to refund us and give us our money back. They finally said they will replace it.
Now today I got delivery and they just sent me Floor material for hickory but nothing for stairs. I told them these stairs are standard stairs with standard width, length. Not custom stairs but they were like they can't replace it/refund us because they were customer. Well on the staircase box itself it shows it's standard dimension stair and they are lying that it's custom. It's standard stair. They are giving us so hard time not giving us what we paid and this is ridiculous. If I don't get replacement/refund, I will continue to write this review everywhere possible to save others from being trapped with them. I am calling customer care again today but I am sure nothing is going to change. I wish to get better service if I paid so much.
The Lumber Liquidators sales representatives took care of all my questions and made arrangements for me to pick the flooring I wanted. Sometimes when I wanted it, it turned out not to be available so I had to make another choice but their staff was very helpful. We're doing major construction work on a place we had just taken possession of, and the person who did the installation was very efficient and got it done in two days. They did it throughout the whole house with the exception of the two bathrooms that had tile. The rest of it was put in the same wood, and it makes the whole place look so much bigger and quite nice. I would recommend them to a friend and I would even use them again.
The guy from Lumber Liquidators who took care of me was really good. The quality of the flooring is good so far and the cost seems alright. I just picked up another order and I'm installing it myself. Overall I'm happy with the service.
Factual basis uncertain
I have had Lumber Liquidators strand bamboo flooring in my house going on 3 years. Have had documented problems from the beginning and still do. Went thru the claims process as required and long story short was told my problems were all my fault. The Florence store where purchased said problems were from install, which they said they were not. Have since had some repairs made at my cost because it looked so bad.
I got a couple of quotes from Lumber Liquidators on some material for a home remodeling that we're doing. Their sales representatives were very helpful in the store and over the phone. When I needed a quote to be redone with adjustments, they would send it to my phone. The info that I got from them was always on spot. If I needed something, they always responded. The professionalism of the guys there at the McAllen office was fine and great. The quality of the flooring that they had was good. We looked at a couple of different options: wood, bamboo, and some tile. But we were looking for a little bit of darker color and we're able to find it with another vendor that also had a better price and we ended up going that route. Other than that, I tell my friends to go and check Lumber Liquidators especially if they are looking for something in line of wood or bamboos.
From start to finish, Craig was professional and helpful in every way. In particular, he made sure we had quarter round that would match existing doors in our home and work with the flooring we selected. Delivery was on time and Tracy ** company completed installation in two days. The entire experience with Lumber Liquidators was a good one and we would be happy to recommend them to friends and family.
The guys at the Bowling Green KY store were great to work with... They did warn us about a defective issue dealing with the finish at the ends of some of the boards and showed us examples. We have experienced some of this defect, probably about 2 cases, and as we are installing this ourselves, we are not quite halfway completed. We trust that the defective material will be returnable when we are finished. Thanks.
Thank you for choosing Lumber Liquidators for your project. I am a fan of the Bamboo floor myself and you made a great choice. I am most glad we were able to assist you on a store level with your delivery opportunities. We strive to provide our customers Best Today, and Better Tomorrow service. Seeing you have laid some of the floor is exciting. We are here to help with any flooring questions or concerns that may come up, so don't be a stranger as you are part of this Family now!!
Customer Care Management Team.
Original review: Oct. 16, 2016
The floors in my home are old and my wife was complaining about them. I purchased the bamboo flooring from Lumber Liquidators five weeks ago and the delivery guy refused to put it where I was telling him where I wanted it. I sent it back with him and got another delivery but the manager took good care of me. One of the boxes was broken up and I don't know if those guys threw it around and broke it all. I laid some of it on the floor and it looks okay. I haven't installed the new flooring yet and I'm still waiting to put it in.
The manager from Lumber Liquidators was really good. So far, I'm happy with the quality of my flooring and the cost was good. We're doing a remodel and we have a builder put it in. I look forward to enjoying its beauty and durability. I just need to find out about the warranty.
The people who made the sale were wonderful. The guy who told us he was coming to measure (Jason **) never showed up. After a few days I called your 800 number. Someone came out a few hours later, took measurements, said someone would call the next day to set up a day for installation. No one called. We hired someone else at 30 cents more per square foot. What a waste of $25 for measurements from your installer. Also, our hired installer said there were too many short boards in each box and I agree.
The salesman was good and thorough. He explained a lot of stuff to me. I wanted hardwood floors for my new house. I love the floors, but it was more expensive than I thought. I hired contractors to do the installation and the subs did some flaky stuff. They weren't so great. They fixed stuff but I didn't have the problem in the first place. I picked them, so it's not Lumber Liquidators' fault. They also started late, but after they started, they were fine.
Insufficient response received
I purchased the amount of flooring that was recommended for square footage I was replacing and had excess when completed. Paid for flooring and delivery well in advance by check. I am still waiting on my refund after 4+ weeks and have placed further orders on hold due to that.
Factual basis uncertain
Resolution response: Oct. 25, 2016
Again, thank you to the manager of the Salt Lake City store for handling the issue so well and doing such a great job of describing what happened and the confusion surrounding the issue. Corporate is a whole other story. The customer service representative was degrading, rude, and questioned our character. Luckily, the call was recorded by Lumber Liquidators and I hope they use it as a training experience to teach their employees how to treat consumers.
Original review: Oct. 13, 2016
We recently purchased 900 square feet of laminate here. After realizing we were unable to fit it all in our garage we took half of it back, and they kindly assured us to come by anytime in the future and they would have it for me to pick up. While we did wait 4 weeks to come back (no one ever mentioned that would be an issue, we even stated it would be more than 2 weeks) but when we returned they had already sold the laminate we had on hold and closed out our purchase. They no longer stocked the laminate we ordered putting us into a position where we had to spend double the price for the same looking laminate at a higher grade. We now are installing two types of laminate because they won't let us return the "older laminate."
To make matters worse the man who helped us with our order the first time said we could come in at any time to get our transitions. Lo and behold we go to pick them up with our last bit of laminate (that they sold to someone else) and the transitions won't be in for 3 weeks unless we pay extra to have them expedited to our house. Having worked in customer service for many years we would have at least appreciated a call before they sold our laminate to someone else. We would have immediately picked it up had we been told the circumstances instead of being told we could leave it there for a few weeks.
The laminate has not installed yet, because we don't have our stair transitions, so I can't review the actual product but I can say the customer service and the employees ability to communicate proper instructions have ensured we won't be coming back anytime soon. What started out as a great experience with Lumber Liquidators quickly turned bad... and expensive.
UPDATED ON 10/25/2016: I just got off the phone with someone from the corporate department at Lumber Liquidators. Boy oh boy where do I start. As a person who has a degree in public relations, I was dumbfounded by this man's lack of tact and professionalism. Regardless of if the consumer is right or wrong, the first thing a company should do (especially at the corporate level) is apologize for any negative experience they may have had and strive to make it right. He did none of that, instead kept reiterating that they needed all the facts before moving forward and that there was no record of me ordering 900 square feet of product. He was completely on the defensive, never apologizing or trying to make me feel better.
He even went as far to tell me "my computer supersedes their computer," when I told him they (Salt Lake city store) did say there was a record of my order. My last question was "Sir, what is the purpose of this phone call?" Side note, I'm so glad I recorded this because it was so long winded there would have been little chance of remembering this. Enjoy.
"The purpose of this call was to see what we could do in regards to your product, have an exchange of concise and accurate information, and utilize effective listening, and using an appropriate tone in a professional manner. If we have to take ownership that is fine BUT my job is to be a consumer before I'm an employee, (What?) to reach out to customers and be reasonable and speak to them as they are. If there is a fault it's not my job to determine where that fault lies, but to address that internally, and determine what the resolution is going to be and what the ownership is going to be by both parties. You went on social media and made a post and my job is to call you and have it removed."
When I told him I wanted to try and summarize his long-winded response he hung up on me. This is no longer about the 300 dollars I lost but treating your customers with the respect they deserve. I spent over 1,500 dollars here and would have spent much more in the future had this experience been more pleasant. I really hope this was not Lumber Liquidators's "A" team, because his attempt at resolving this was truly pathetic. Come on guys, is that all you've got?
Factual basis uncertain
We purchase over 8,000 sq ft. in my house two year in one of the most expensive floor with 100 years warranty. It has passed and we pay for the installation as they told me that if they do not install they then will not warranty the product... The floor has starting to show some kind of molds in one of the room and I have ask to came in review and fix the issue. They ask me for pictures same that I have send and now they complain that my pictures are too dark and for the same issue they can not do nothing about even send someone to review the issue and that I can complain to anybody and they will not do anything!! Nice piece of junk company!!! Be careful. Do not buy from this company!!!
It was time for change and the Lumber Liquidators sales rep was very good and the company really had nice stuff. But I picked the flooring I wanted. It's got fine quality and the cost was within our budget. I'm a carpenter by trade so I installed it myself and the product was very good to work on.
We've only been in our home for two and a half years and the carpet that was put down in the three bedrooms was builder grade, which is very cheap. We bought bamboo hardwoord from Lumber Liquidators and it is good as far as the cost and it looks beautiful. However, when we had the installer come here to measure, we talked with him for quite a while and he gave us the impression that a whole team would be here to install and it would take one day. Well, one room was done on a Thursday, the other on a Friday and then finished up and did the other room on Monday. They did a beautiful job but I was not prepared for three days including a weekend. I was very disappointed with that.
Also, on our bill, they charged us for six big cans of the glue but they only used four. We were told we would be getting two five gallons of buckets of credit, which comes to over $500. I was told on the phone the other day that it's going to be three to five weeks before I will get my reimbursement check from the company. I don't understand why it takes that long.
We had built a new area. We got the flooring from Lumber Liquidators and the quality is so good. The sales person was very nice, helpful and very easy to work with. On the other hand, they keep sending me emails and there’s nowhere I can unsubscribe. I hope they could get me off their mailing list.
Factual basis uncertain
The product wasn't bad, save for some imperfections, and the people were nice, but the biggest issue was that I didn't get my items when they were supposed to be ready. First, they lost part of my order. I returned a week later when they said it would be back in stock. It wasn't. I had to go in four different times to complete my order. A huge inconvenience, delayed my install, and I still had to pay full price. They could've at least thrown me a bone and given me a discount for the gas and time I wasted going back and forth over three weeks.
Factual basis uncertain
It took from August 6th to October 6th to get good product and have it installed. First product installers rejected width varied greatly. Received replacement product, had to wait 3 more weeks. House tore up two months.
When I was in Lumber Liquidators, I picked out what I thought was hardwood when in fact it was engineered wood. The seller didn't help us at all but I went ahead and ordered it. Moreover, the delivery was not easy at all. I called them several times because they were supposed to call to deliver it and nobody knew what was going on and they kept saying they'd call me back and they never did. When they delivered it, I did not realize that they were going to leave it outside in the driveway. I was told that they should get a white glove if I want it brought in the door and I didn't know anything about that, so that was shock because they wanted another $55. I live in a ranch and I was not happy about that at all. They need to work on communication with the customers especially in the field of delivery.
I ordered 25 boxes of flooring on sale and I asked the guy who checked me out if I can order another box if it's not enough and I asked how long would the sale be. He said the sale would be another week but they could honor that sale for me if I just need another box. So now, I have to go down and get another but I have a feeling I'm not going to get it on sale.
Other than that, the flooring was installed the other day. I hired someone I know to install it and they did a nice job. He was pleased with the quality of the floors, so that's a good sign. It's attractive and it's easy to clean. It was a good price for the quality but I would probably never go back there again because I want more of a reliable customer service part. I'm a single female, 55 years old and I need someone to at least get the boxes inside the door for me. I'm satisfied with the floor but I'm not satisfied with the customer service.
I just bought the flooring last week and got it now. I opened and looked it up and the edge looks thinner than what I’ve seen on the shelves, so it’s kind of misleading. I picked the really high-priced one and thought I picked out a good one, but I'll have to see how this performs. I just hope this product lasts because it’s very flimsy from what I’m seeing. If this thing doesn’t go well, I will never buy from Lumber Liquidators again.
Lumber Liquidators Company Profile
- Company Name:
- Lumber Liquidators
- Company Type:
- Ticker Symbol:
- 3000 John Deere Road
- Postal Code:
- United States
- (855) 490-2641