Lumber Liquidators — Local services in Bowling Green

I only give a poor review for this company due to their return of defective wood policy. The store personnel were initially very nice and attentive and gave me good service during the ordering process. No complaints!!

My problem is not standing behind the quality of their product. The return policy was never discussed - even tho I asked the salesperson how the process worked - because I had never bought hardwood before. What should I expect?!

After the wood was ordered and delivered to the store- I arranged for pickup of the 2 huge loads of wood. We allowed the wood to acclimate for 1-2 weeks as they instructed, then my workers got started laying the floors. Each box of wood had unusable (warped, split, broken tongues) these boards that were set aside and work continued to try to get the job completed.

I had ordered the “waste overage extra” for my sq footage( which was triple checked by the insurance company, myself, AND our workers) but due to a amount of unusable product, we ran out of wood. So I went and ordered more wood and waited for another shipment. At that time our workers told the LL employee that he had a large amount of unusable boards. He was told “we can’t take back opened boxes” , “take pictures of the bad wood”, “returned boxes will only be credited 75%”. But in the end -when the boxes of the bad boards were loaded up and taken back to the store it was: “you should have stopped work during installation, and called us to come inspect the problem- and we would see if we could file a manufacturing defect case”. ……“No. you aren’t allowed to repack the boxes” ….. “We only return whole originally packed boxes,……” we can’t calculate a box full of all bad boards”. “You can’t just use all the good wood and repack the bad!” And “Your contractor should have known that you stop work, report a manufactures defect, get possible verification and then reorder that box of wood.” Wow. Our floor would never be finished!

At the end of all these excuses why they wouldn’t refund anything for the bad boards, because they weren’t mixed in with good boards, I told the store employee that I would file a complaint with the corporate office and would leave a poor review to inform the next guy out there. They said absolutely! But then called me back and informed me that they have a 30 day return policy. So we weren’t covered anyway.

When I called corporate management. That manager was obviously aware of this conflict and confirmed the 30 day policy. He told me that we should have inspected every board within the initial 30 day period. So everyone!!! Be sure to do this! IF you have the time to call and report every issue - repack every box, arrange transport of the loads back to the store, wait for verification that there is a defect claim, and order new wood. Then sit back to start the whole process again. Just be aware !!! We would have done all this had we known that that was the policy! But in the real world, where everyone is dealing with all different work schedules and the chaos of reconstruction… most do not have the luxury of time and equipment to deal with this process. It seems like a good company would just want those bad boards out of the system. Credit the customer for the actually defective boards. And keep their integrity. Nope! It takes 30 days sometimes for regular people to find available contractors!!

In returning these entire boxes of good mixed with bad boards - do you think that the company goes thru each box and finds the bad boards??? Or do you think that that box gets passed along to the next buyer? They sure don't appreciate us culling out the trash boards, they want to keep them mixed in. I guess we are lucky that it’s only a 500$ loss.

I will tell you new wood buyers that don’t know the ins and outs of this company. Learn from my mistakes. Buy SO much extra so that you can complete your project. Be prepared to take a loss for unusable product. Maybe that’s the way that all companies operate, and we just don’t see what the installers see. But it’s so...

This company cares about no one! There is a manger at this store by the name of “Brandon” that will lie straight to your face just to get a commission off your sale to the store! I’ve never seen a man do the things he did in order to get what he wanted! The installers for this company are some Hispanic guys that can barley speak English and leaves your house a complete DISASTER when they leave! They are contracted by some company out of St. Louis by the name of “R W FLOORING” and those guys don’t have a clue either, they just want the money and worry about the screw ups later - “if” you can get them to answer the phone. PLEASE PLEASE STAY AWAY FROM THIS PLACE!! My family is in such a financial bind after dealing with...

I don't know why these people don't want my money. I've tried 3 times to get the contractor "Frank" to come to my house to receive a quote on labor before we made out final decision on product. I've taken off 2 days of vacation time to wait around for Frank to never show up or call. When either frank or LL call they don't leave a voice-mail showing they truly have no interest in my business. Poor...