Now, would I use Lumber Liquidators again? I don't know. Would I recommend them to a friend? I don't know. Would I purchase my flooring from them again? Yes, they have great prices. Would I have them install my floors again? I don't know. Here's the deal... I don't know if it's the company in general or if we had trouble simply because of the specific store we used. With chain businesses, they all have different managers for each individual store so the problems could be because of the individual store we chose. Had we picked another store, we may have had no problems whatsoever. I am not 100% against Lumber Liquidators, but I am hesitant to say they are the best.
Ordering our flooring was very easy. Our flooring arrived in the time frame they told us. We picked up the flooring ourselves to save the delivery fee and that was a very easy process too. So far, so good. The installation manager came to our house to measure everything to make sure had ordered enough flooring. That process went smoothly as well. We scheduled Friday, July 5th for the installation crew to come to our house to check the floors if they were level. If they were not level, then they would need to put down leveling compound. Andy received a phone call around 9:15 from the installation manager that the crew would be at our house after they finished up a project at another house. We were okay with this because we needed to finish up our painting before they arrived. So, 1:00 rolls around and still no installation crew. Then 4:00 rolls around and now we're getting impatient, so Andy calls the manager. We find out that the crew did not show up to work that morning and that no one is coming to our house. Andy is livid! Why did you not call me when you knew your crew did not show up to work? Seriously? What if we had not been teachers and one of us had taken off of work because we needed to be at the house? Very frustrating.
Long story short, we were told a new crew would show up on Saturday after they finished another project. They show up around 2:00pm. We ended up speaking to several managers at Lumber Liquidators because it's Saturday and our floors were supposed to be complete so we could pick up our new furniture. We were told that the crew would finish the floors completely. And they did until 8:30 that night. They did not take the trash with them because they did not have the appropriate vehicle, and they did not caulk our shoe molding. I called the next day (Sunday) to ask Lumber Liquidators to send someone to dispose of the trash and they said they would send someone. We were gone to my class reunion, and when we got home our trash had not been picked up and it was blown all over our neighbor's yard. How embarrassing! So, I call back on Monday and explain my story and how frustrated I am about them telling me they are going to do something and it not being done. Andy is... well... pissed. There's no other way to describe it. We spent $3500 on flooring and did not receive $3500 worth of service. Andy ended up driving to the store to return the unused leveling compound and spoke with the manager. They discussed several of our complaints and the manager decided he would refund us some money to help make things right. We were concerned about some soft spots in our flooring and the installation manager came to our house the next day to verify that the soft spots were normal with laminate flooring. He did reassure us that what we felt was normal and that as the flooring acclimated more to the house the spots may go away completely. Oh yeah, someone did finally come get the trash and dispose of it.
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