My husband and I added 2,000 sq. Ft. To our existing house so we purchased some
Golden Oak flooring from Lumber Liquidators on September 2. They did not have the flooring on site so it would have to be delivered. We did not need the flooring right away so the wait was no problem. However, 1 1/2 months later we got a call from Lumber Liquidators saying that they could not get the wood. After speaking to numerous people at customer care without a resolution we spoke to a supervisor. The 1st supervisor offered for us to pay an additional fee for the flooring to be shipped to the Albany store since they could not get it from their regular supplier. No thanks. After we declined the offer the supervisor said that they would research the matter and get back to us. After about 1 week I decided to contact customer care to see what was the delay in the correspondence. I spoke with Amy another supervisor, I was told that I could choose an inferior flooring GunStock in place of the Golden Oak. We turned down the offer after viewing the GunStock; the wood was red in color and too thin (inferior quality). I called Amy, but she was not available so I left a message stating that the Remington Oak was similar to the Golden Oak, and would they substitute the wood.
She never retuned my call. So I went down to the Albany store and was told by the store manager that Amy sent an email to the store turning down my offer of substitution.
After finding out that my offer was turned down I called customer care and was given Brian's number, Amy's supervisor, however I was unable to speak to him directly so I left a message. After about a few days, I decided to call him back but he was on vacation. So I called and spoke to Carol, who put me on hold and guess what? I was disconnected. Then I called back to customer care and spoke to another supervisor named Holly, who told me that our only option was to pay $445 for the shipping of the Golden Oak, however she was not sure if she would be able to get the Golden Oak since we turned down the first offer to pay shipping costs. The other option was to choose the Gunstock, which was the wrong color and inferior quality. The third option was to get our money back. Today December 22 I choose to cancel my order (what order!) and get my money back. After all of this, I think that Lumber Liquidators never really had the Golden Oak in the first place, this was a bait and switch deal. This company reminds me of a used car dealership.
Lumber Liquidators customer service is extremely awful. They are a very dishonest company. They have a policy of non-disclosure of material facts. I am extremely dissatisfied with this company. I would NEVER recommend this company to anyone.
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