We purchased approximately $2000 worth of their top of the lime 12mm dream home laminate flooring a couple of months ago for finishing our lower level. We had a highly rated and well respected contractor attempt to install this flooring. The contractor read the installation guide carefully and began the process. After two days of struggling with the flooring the contractor finally gave in and shared the problems with us.
Not only were the pieces not lining up properly they were't locking together in many instances despite numerous techniques and strategies. What's even worse is that of the first 12 boxes he opened, approximately 30 percent of the flooring pieces had blemishes, chips, inconsistent sizing, or other problems.
We contacted our local store and were very quick to blame our contractor for not installing it correctly. We explained what was happening - very carefully and kindly - they basically offered no guidance, sympathy, or assistance whatsoever.
We asked if someone could come and look at the flooring that we had attempted to install and they refused, stating it was not allowed.
So we, along with our contractor's help took blue painters tape, wrote on the tape specifically what was wrong with each piece and packed up over 2 boxes of problem pieces to show the. At the store once again they were quick to blame us before looking at the samples. We tried to be as nice as we could about it to get cooperation.
After practically begging for help and explaining that it was costing us over $600 each day for our contractor's lost time they said they could send in the sample pieces to their headquarters, and that the headquarters would be in contact in a couple of days.
After allowing a few days pass my husband called them. No response. After multiple calls he finally reached someone who said they would send out an independent assessor to our home. The assessor came out and validated our problems. He said he would file the report within 2 days and the headquarters would contact us.
It's now been a week. My husband has called and left 3 messages with our claims adjuster and, just like the other 12 times he tried to reach her, she never answers or calls back. My husband has spoken with a manager, several others at the customer service center and has sought help from our lock (Columbus, oh) location. No help. No ownership. And we have no hope of getting this resolved at this point.
We have thousands of dollars of this flooring sitting in boxes in our house - likely that a lot of it is faulty - and no answers, no assistance, and no idea what we can do about it. We have lost time and money as we wait. Yet Lumber Liquidators does seem to care in the least.
I work in the customer service business and have heard about and experienced poor service in the past. But this has been the worst. We are extremely frustrated and need this to be resolved.
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