Lumber Liquidators

Pricing was great, product was great, customer service and assistance with 7k lbs of tile was great — the guys there are really nice and approachable… they know their business and willing to assist you with your flooring needs

This is a really bad company. They don’t stand by their product and their customer service is horrible. It is no wonder they are getting sued for taking short cuts.
The product is not the problem.
Basically, our floors are buckling and we had some other installation issues. The first couple issues they said no problem we will come out and address. Then the floors in our common bathroom had a huge buckle; they agreed to come out and fix — they did fix and its is fine now (of which they used our extra hard woods to fix the floors without refunding us). Then the buckles happened in our living room and dining room; this time corporate calls and says that its our fault because of moisture issues in our crawl space. Mind you we were never told us we needed to look into whether or not this might be an issue. We also have hard woods (older) in another part of the house that have had no problem. Then the topper the person they send out to investigate the issue that claims we have moisture issues never goes under the house to get a true reading (nothing against him but he wouldnt have fit in the hole to get under the house); also the report even states that there were major installation issues that need to be addressed. Now, corporate responds to say that they will address the installation issues once we fix a moisture issue that isn’t really the problem — remember the bathroom, no problems since the installation problems were fixed (go figure) and there is the same amount moisture plus a shower used by two teenage boys.
I wouldnt ever recommend this company and be careful if you do use them because they are being sued by a large group of people because of cutting corners.
Be warned they are not an honorable company. Karma is a bitch.

The customer service at this location and Lumber Liquidators is phenomenal. I got new flooring in July 2013 and have been really pleased with the same. The professionalism and the service of the sales and installation staff were very good.
Recently, I had an issue with my financing terms. I got hit by a huge interest charge by Synchrony back as my promotional term had expired. When I went and checked, there was a slight mis-​communication in the terms that were conveyed to me in July 2013. I spoke to Chris Guillott at the Plano store. He understood my issue and immediately reached out to the Finance department for Lumber Liquidators. Francine at the Finance dept further contacted Synchrony and ensured that the interest charge was waived off. I was very impressed by the quick responsiveness and the exceptional customer service displayed by Chris and Francine.
Thank you. I will keep coming back to you and recommending you for my and my friends’ flooring needs.

Wow. Either I get really lucky with customer service at this location, or I’ve been there so much they know me and take care of me. I went there about 3 – 4 times before I actually bought flooring, and then went back 2 – 3 times after that to either change things or buy additional things. I have no idea why there are 1 – 2 star reviews from everyone else.
I’ve dealt with a handful of sales guys at this Lumber Liquidators location, and I like almost all of them. One of them (I can’t remember his name and it makes me feel like a jerk because I dealt with him the most; black gentleman, has a speedy motorcycle) and I get along really well. We joke around the entire time I’m there, regardless of if it’s a quick stop in to pick up my transitions that were delivered or a loooooong visit when I ordered lots of flooring, the padding, etc. etc. Sam, the manager, is also great. I’ve dealt with him on several occasions too.
Yes, this place does get busy and sometimes the employees have to split their time between several customers. Yes, if you’re buying thousands and thousands of dollars worth of product, you should have a good experience. But keep in mind that other customers are likely also purchasing thousands of dollars in product.
I bought my floors from LL, and I also had them install it. Could I have done it? Yes. Did I want to? Aw hell no. When the guy came out to measure the space (Damnit, I can’t remember his name either. He’s from California and has tattoos), he was really nice and was there right on time. When I scheduled the installation with Clay, he answered his phone right away (I had missed his call) and I got scheduled right then. The 3 guys who came to install the floors were amazing. It was an all-​day job, despite the area being quite small, and they worked HARD. They said to my boyfriend, «Okay, we’re going to eat lunch.» My bf assumed they’d be gone an hour. Maybe two. That’s how most crews are. These guys were away at lunch for maybe 15 – 20 minutes, MAX. They ate sandwiches on our front porch, and then came right back inside and started back up again. They cleared away all the trash, packing materials, and even mopped my new floors when they were done.
Is Lumber Liquidators the absolute cheapest around? Probably not. Their install prices were a little high, but they worked with me on that. I decided it was stupid for me to pay for the guys to remove the old shoe moulding we were throwing away, so I did it myself and they took it off my charge sheet.
When we called LL to see about extending our new flooring into the living room and entryways, the measuring dude came right back out and was totally honest with us. While the kitchen/​laundry room floor was able to be installed right over the existing (asbestos-​containing) vinyl, the parquet and marble floors in the other rooms would have to be removed, and he let us know it’d probably be a 3-​day job to remove the floors, prep the areas as needed, and install the new floors. When we factored the time and cost into our budget, we realized it wasn’t the best time for this project. When we let the LL guys know, they completely understood and didn’t try to pressure us. They did let us know that if we wanted to remove the old floors ourselves, it would indeed cut down on the installation costs. If/​when we do decide to re-​floor those areas, that’s exactly what we’re going to do.
Overall, I’m very pleased with Lumber Liquidators and will definitely be back– I’ve been eyeing some gorgeous bamboo flooring…
I feel really bad that all the other reviewers have apparently had awful experiences, though. Nothing that they’re describing sounds like the guys at the Plano location. We did wander around the Mesquite location (they had one box of my floor in stock and no one else did, so we drove over there) for about 10 minutes before anyone came out of the back, and then we waited another 10 minutes or so for them to get one box out of the warehouse.

Our house sprang a leak in the second floor plumbing that totally ruined everything downstairs, so we had to replace all of the flooring. Went to Lumber Liquidators and bought about 2000 square ft. from them. One reason was the warranty they provided with the product – 20years! The sales people said «If the flooring ever fails due to product quality, we’ll replace it» We also used their recommended installer to make sure the warranty stayed valid. Followed all of their instructions to the letter. The floor looked good for about 8 months and then sections started to peel up and delaminate. There was no water damage and we used only top quality (Bona) flooring products to maintain. It was installed on a slab, so there was no movement. No reason for the flooring to peel up the way it did. I went back to the store, explained the issue and the staff said «it definitely sounds like you got a bad batch of flooring, so you need to file a claim» I filed a claim with the LL national office with an agent named Natasha. She interviewed me over the phone and asked dozens of questions about the installation, how we took care of the floor, if there was water damage, high humidity, etc. There was absolutely nothing that WE did that caused the product to fail. Natasha had me take about 2 dozen pictures of the failed areas and send them to her with an official claim form. Every time I spoke with her (4 – 5 times), she indicated that a claim was in order. The last time I spoke with her, she said I would receive my claim information in the mail. I got something from them in the mail – but it was a standard claim rejection. There was no reason given, So I thought it was a mistake and called Natasha. She just said «your claim was denied». I asked her to give me a reason. She said «there is no reason, it was just denied».
Too late to make a long story short, but DO NOT WASTE YOUR MONEY at Lumber Liquidators. They WILL NOT STAND BEHIND THEIR FAULTY PRODUCTS. Go to a reputable operation.

I needed about 1,000 SF of wood flooring, materials and installation for my house. Not the world’s biggest order, but significant enough to warrant decent service. They had an OK selection, which was reduced by what was available. We selected our floors and scheduled installation. Clay, the installation manager, «forgot» he was supposed to show up on the appointed day and offered no apology, explanation or compensation. Not even monetary compensation, the we’ll-be-there-as-soon-as-possible kind of compensation.
He would not answer his phone or return my calls, and when I called the store, Sam, the store manager, would just place me on indefinite hold, once for 40 minutes before I hung up. When the installation team did arrive, Clay never showed up to check in, supervise, or otherwise face his irate customer, they showed up playing loud music and left their disgusting Jack in the Box wrappers all over my new house.
They are unprofessional and, true to all of the reviews, severely lacking in service. There are 2 other Wood Flooring places in the same strip mall. We’ll be going to one of them to complete the project. $ 10,000 and two weeks later they have yet to return any phone calls.

So New Year’s Eve, I walked into this place looking for transition pieces for the flooring we put down. We didn’t buy it from Lumber Liquidators and I stood around for about 5 minutes before anyone helped me.
Before I get into the long story, the only reason they’re getting 2 stars is because they had what I needed. Transition strips in the color I needed longer than 6 feet.
Here’s how my visit went:
Warehouse Guy (because he looks to be from the back/​warehouse area): How can I help you?
Me: Hi, I’m looking for some transitions that match this flooring.
Guy behind the counter: We only sell transitions that match our flooring.
Girl behind the counter: We have some flooring that would be pretty close to that. It’s the second on the left on the second row.
Warehouse Guy: Yeah. that looks pretty close, the color’s not exact but the grain is perfect.
Me: Yeah, that should be close enough. I need reducers for that flooring.
Warehouse Guy: Do we have reducers for the 5ST?
Guy behind the counter: Yes
Me: How much are they and what is their length?
Warehouse Guy: How much are they and what length are they?
Guy behind the counter: *clickity clickity clickity* They’re $ 26/​each and they’re 7.5 feet long
Me: Okay, great. I’ll take three.
Warehouse guy: He wants three.
Guy behind the counter: We don’t have them in stock.
Me: If I ordered them today, how soon could I get them?
Warehouse guy: How long would it take to get them?
Guy behind the counter: If you ordered them today and shipped them here, 3 – 5 weeks. If you shipped to your house 4 – 7 weeks. The warehouse is out of stock.
Me: Oh. Okay, thanks then.
So I leave and think to myself, «that sucks,» I could really use that tonight to finish up our flooring. Well, I decide to go home and see if the website could give me a better estimate on how long it would take. It doesn’t, so I figured, I may as well call and see what the phone people tell me.
It goes something like this:
Me: Hi, I need these transitions and I was wondering if I ordered them, how long would it take to get them. The website doesn’t have time estimations.
He takes my info and says, «I see that the Plano store has your transitions in stock.»
Me: I was just there.
Phone Sales: Hmm. Maybe they’re damaged and they can’t sell them. Let me call them. He puts me on hold for probably 5 – 6 minutes and then comes back and says, «Yeah, they have them.»
Me: What. They told me they didn’t have them and I couldn’t get them for 3 – 5 weeks, that the warehouse was out.
Phone Sales: Yeah, I don’t know what happened there. I’m sorry about that.
Apparently the store employees gave the Phone Sales guy some attitude when he called to check on the stock.
Something like, Hey could you check to see if you have this item on hand?
Store: We’ll have to get back to you in an hour.
Phone Sales: Could you just go check and see if you have them?
Store: They’re all in a pile and we’d have to sort through them, it might take a while.
Phone Sales: So you can check?
Store: Yes.
And 4 – 5 minutes later they come back and say, «Yes, we have them.»
It’s so odd. So I bought the transitions over the phone and picked them up today. The store didn’t call me to tell me my order was ready to pick up like the email said they would.
I’m glad that I should be forever done with this store. I won’t ever come back unless they’re the last flooring store on the planet.

The sales people were friendly. The installation process was completely unprofessional. The guy who was in charge of installation would not return phone calls, forcing us to call the store. He was not there during the installation. No one spoke intelligible English, so we couldn’t talk with them. When they went to lunch, they returned and sat down in a circle in our front yard around the public sidewalk and gambled, throwing bills into the center of the circle until 2:15 in the afternoon, knowing we were in the house waiting. They left the job unfinished at 7:20 that evening, and left ALL the trash, carpeting, and plywood lying in our front yard. There’s more, but that’s likely enough to make any potential customers think twice before going to lumber liquidators in Plano, Texas…

We purchased all our wood flooring from these guys, but man, they’re horrible at service. Doesn’t matter who you talk to – all three men we encountered acted like you were stupid for asking a question, and were always surly and impatient. They were rude to my dad and my husband, and made us feel disrespected. Floors and material quality were great – the employees were rude, jerky, and unprofessional.