Lumber Liquidators — Attraction in South Hackensack

Please give yourself 5 minutes to read my experience, so you dont have to go through what I went through past 2 months (and still my renovation is not done because of John G, the store manager)

UPDATE: Last update in August: for the past months, we have discovered that they have sold INFESTED flooring and we are going around circles with them. We have hired a national licensed wood inspector after exterminator opined. However they are denying. AFTER ADDITIONAL 2 WEEKS DELAY, WE FOUND OUT THAT OUR ORDER FOR THE CUSTOMIZED TREAD WAS NEVER PLACED IN. The store manager blamed it on the associate who is no longer with the company, when as a store manager, it is your responsibility to ensure all things are good. Past 4 weeks, the store manager didn't tell us the truth without actually investigating the matter and simply told me the vendor had issues, when it wasn't. We are now 2 months delayed on the project and the company is not willing to own up their fault.

We started working with John, the store manager, at the beginning of February. I walked in with exactly what I wanted for my flooring, and we wanted to move forward with placing the order ASAP. I was told the flooring we picked out is in backorder for 2 months, and John didn't bother to give us a call as soon as he found out about it. Instead, he casually told the news to my contractor, who was stopping by, to pick up materials. I couldn't understand why this news wasn't delivered as soon as he found out. As soon as we heard the news, we stopped by the store to pick out the new flooring, but of course, the delivery was not done on the day he promised.

The second project was to do the stairs. We have 3 sets of stairs in our house, and we couldn't get hold of John to send us the quote for the stairs itself. One day, we had to go into the store and sit there to get quotes from him. Without exaggerating, it took us 2 hours to get the quotes for the 2 sets of stairs.

Hope my story ends here, but the third set of the stairs was never measured by the vendor, and we decided not to do the 3rd set of stairs with them because I knew it would delay it further.

The second set of the stairs had to be customized treads as they are larger pieces of treads to the split level. We paid the full amount of labor and material on April 22, and we were promised that the treads would be manufactured and delivered after 2 weeks. Two weeks went by, and I didn't hear from John, so I reached out to find out the status. The next day, he called to tell me the vendor told him they ran out of material and they were going to need another 2 weeks. I was very patient and understanding, thinking this would be the last delay with him. Another 2 weeks go by. As always, I had to follow up to ask the status. He told me 2 of the 3 treads are here, and hopefully, the last one will be here tomorrow morning.... I am not sure how a store manager can tell the client "hopefully it will be here tomorrow" after 4 weeks of delay - 4 WEEKS!

With all these delays, he never apologized, and as much as I wanted to resolve the issue amicably, I was left with no choice but to call customer support and share my experience publicly. The customer support informed me that since the delivery was not completed after 30 days, it needs to be escalated and a case needed to be created.

Yesterday, when I spoke with John, he told me he had to take care of the customer in the store first and promised to call me back, but as usual, he failed to keep his promises.

You should take care of the client who has already made payments and make sure you deliver what you promised before trying to get more customers when you are not competent to handle your current workflow.

If you are on a tight timeline or need extensive work, I advise you to be cautious working with them. They will delay your timeline with every issue they have, and you won't get any apology whatsoever. It is absolutely unprofessional and outrageous. I did want to write any bad reviews but consumers...

Please give yourself 5 minutes to read my experience, so you dont have to go through what I went through past 2 months (and still my renovation is not done because of John G, the store manager)

UPDATE: AFTER ADDITIONAL 2 WEEKS DELAY, WE FOUND OUT THAT OUR ORDER FOR THE CUSTOMIZED TREAD WAS NEVER PLACED IN. The store manager blamed it on the associate who is no longer with the company, when as a store manager, it is your responsibility to ensure all things are good. Past 4 weeks, the store manager didn't tell us the truth without actually investigating the matter and simply told me the vendor had issues, when it wasn't. We are now 2 months delayed on the project and the company is not willing to own up their fault.

We started working with John, the store manager, at the beginning of February. I walked in with exactly what I wanted for my flooring, and we wanted to move forward with placing the order ASAP. I was told the flooring we picked out is in backorder for 2 months, and John didn't bother to give us a call as soon as he found out about it. Instead, he casually told the news to my contractor, who was stopping by, to pick up materials. I couldn't understand why this news wasn't delivered as soon as he found out. As soon as we heard the news, we stopped by the store to pick out the new flooring, but of course, the delivery was not done on the day he promised.

The second project was to do the stairs. We have 3 sets of stairs in our house, and we couldn't get hold of John to send us the quote for the stairs itself. One day, we had to go into the store and sit there to get quotes from him. Without exaggerating, it took us 2 hours to get the quotes for the 2 sets of stairs.

Hope my story ends here, but the third set of the stairs was never measured by the vendor, and we decided not to do the 3rd set of stairs with them because I knew it would delay it further.

The second set of the stairs had to be customized treads as they are larger pieces of treads to the split level. We paid the full amount of labor and material on April 22, and we were promised that the treads would be manufactured and delivered after 2 weeks. Two weeks went by, and I didn't hear from John, so I reached out to find out the status. The next day, he called to tell me the vendor told him they ran out of material and they were going to need another 2 weeks. I was very patient and understanding, thinking this would be the last delay with him. Another 2 weeks go by. As always, I had to follow up to ask the status. He told me 2 of the 3 treads are here, and hopefully, the last one will be here tomorrow morning.... I am not sure how a store manager can tell the client "hopefully it will be here tomorrow" after 4 weeks of delay - 4 WEEKS!

With all these delays, he never apologized, and as much as I wanted to resolve the issue amicably, I was left with no choice but to call customer support and share my experience publicly. The customer support informed me that since the delivery was not completed after 30 days, it needs to be escalated and a case needed to be created.

Yesterday, when I spoke with John, he told me he had to take care of the customer in the store first and promised to call me back, but as usual, he failed to keep his promises.

You should take care of the client who has already made payments and make sure you deliver what you promised before trying to get more customers when you are not competent to handle your current workflow.

If you are on a tight timeline or need extensive work, I advise you to be cautious working with them. They will delay your timeline with every issue they have, and you won't get any apology whatsoever. It is absolutely unprofessional and outrageous. I did want to write any bad reviews but consumers...

I gave two stars because I appreciate the initial communication with the store and the easy logistics and delivery. Besides that, I'm very disappointed with the product quality and the customer service. I feel like I fell into a trap. I was sold by the Duravana floor advertisement and the persuasive words of the store manager ("Hybrid Resilient flooring," "combination of laminate, vinyl, and wood," "dent- and scratch-resistant waterproof flooring with dual defense technology." etc.). Installation was made by a professional flooring team who have worked with this floor before. It went well and smoothly. However, very quickly, we started seeing chips all over the floor. What makes it even more interesting is that we didn't even move in, and the apt was unfurnished. I started diving into the issue and saw more and more reviews reporting the same exact issue. The "fun" began when I contacted customer service, who kept insisting that this was a "site issue" and, therefore, they refused to take responsibility. (Again, the apt was completely empty...., even when we visited before moving in, we took our shoes off. So, really, I can't find a plausible reason for the appearance of those chips. Humidity was also measured and came up normal). The bottom line is that the product is extremely defective and has been advertised as the newest technology in the market. I'm so disappointed and still waiting for an appropriate response from customer service (who've been ignoring my calls and emails in the last few weeks....). I've worked hard to save money and purchase quality flooring that will last at least five years, if not longer. This is completely unacceptable, and I'm not going to give up. I rarely post negative reviews online because I know how hard businesses work to thrive in today's market, but at this point, it seems appropriate since I've been scammed and disrespected as a customer. I'll be happy to share updates once I hear...