Lumber Liquidators

**I am taking this to 7 on your side as well as the bbb***, I will not stop until they come clean my floors or refund a portion of the floors, I have detailed pics of everything as well as 3 witnesses, story below.
store is junk, i bought some flooring which i had installed, and when i came home there was glue all over the flooring (looked like epoxy, or wood glue), i assumed my installer made a mess, i called my installer and he said it had the stains right out of the box, well i had 20 unopened boxes and i opened 2… well well well, glue and stains fresh out of the box… i call ll and the guy that claims hes the manager gives me the run around and says he needs my installers license info, name and number before he can help me out even though i told him theres 18 – 20 unopened boxes that im sure are covered in the same glue but he insists on arguing about needing my installers info before he can even help me exchange the unopened boxes? why does he need my installers info to exchange unopened/​unused defective products? after this guy arguing with me for a half hour i gave up, PLEASE hire a person who is capable of doing his job… store is garbage I have started the process of going over his head and file a complaint against him to corporate.
SIDE NOTE, the pittsburg ca store manager is great, he understands how to treat customers and within literally 30 seconds he told me to come in and exchange the defective floor…

Boo to this store! Went in on February 14^th & asked to schedule a measurement to get an estimate. They said someone would call me on February 15^th (president’s Day). I reminded him it was a holiday & asked him if he was sure someone would call. He assured me I would get a call to schedule an appointment. It is now February 19^th & I have yet to get a call. Nevermind! I would hate to see how they treat me when I’m ready to have some floors put in.

We walked into this store twice just before closing. Both times, we encountered Moises, who was incredibly polite and helpful. We apologized for coming in so late and he told us it was no problem. He even checked the sales that he was posting for the next day, to see if what we were wanting was going to be cheaper! We went in the next week, to make our purchase and also met Gerardo. He checked to see if the floors were in stock, which they weren’t, but held them for us at the Santa Rosa store. We paid in Fairfield, but needed to drive to Santa Rosa to pick up. We had to wait until the following Thursday because the store stayed open until 7 there, that day and we couldn’t get there by 6. Well, picking them up was not a good experience. The following day, I called and spoke with Gerardo, who was very apologetic, and dealt with our issue at the other store. He also credited us the difference of the newer sale price, right over the phone.
I will definitely go back to the Fairfield Lumber Liquidators! They need more employees like these two, at all of their stores!

I wanted to give this store a great review as they have been so incredibly helpful for me. I see the reviews below and all I can say is that was not my experience. I just finished building a home — Lots of stress and many moving parts to getting the house finished. Included in this extensive tear down was new flooring. We decided to go hardwood throughout the house minus bathrooms which amounted to around 2000 square feet. We went with the Brazilian Koa. I was told my order would be 8 weeks, which was fine since we were in the framing stage. As fate would have it, my order came in 4 weeks and my house was not ready for flooring for another 8 weeks after that. They stored my flooring in their warehouse until I was ready. Incredibly patient given the size of the order. They offered to deliver it for free if I would take it before I truly needed it. I did and they staged it inside my house out of the way of the sheet rock. It probably sat another 4 weeks before we opened the boxes to actually use it. I had few quality problems and they said they would accept the return if needed. My carpenter was able to use all of the flooring with the exception of 5 boards. I think that is pretty good considering the quantity. Then we ran out of flooring… I had to call them and order more. of course, it was all on back order. Gerardo called all over the state of California to find me more flooring. We were able to have what I needed shipped from Los Angeles within days!
At every turn Gerardo has been there for us helping us with all the pitfalls of this project. In fact my parents also had the same experience when they redid their floor as well. Thank you Gerardo for everyone you do!!!

I would give zero stars if possible! Francisco was of no help even after I explained that I was a repeat customer (my husband I counted 5 of the 20 rental properties we had used Lumber Liquidators) and that we never had a problem with other Lumber Liquidators before. We have used locations in San Jose, San Carlos, and Berkeley in the past and had always been satisfied.
The situation:
For the last 20 years, my husband and I have been property managers for his and my parents rental properties in several cities/​towns. Recently, my parents purchased three more properties, all of which need renovating i.e. flooring. As we have done in the past, I placed an order for half the flooring needed for rental #1. I placed the order online in my name (my last name is the same last name as my father’s) and used my fathers’s debit/​credit card with his correct billing address and phone number. The purchase price was subtracted from their checking account approximately 6 weeks ago for $ 2200. Smooth, so far.
Francisco called my parents home and left a message exactly one week ago. My mother texted me saying that I needed to call him back, because there was some question he had. As I drove to work, I spoke with Francisco and long story short, he said that my ID and the credit card used would not be sufficient when picking up. He insisted that I needed my father’s ID; I explained that that was not possible, because of the long distance and the fact that he just got out of the hospital. He continued to say that my ID, which would demonstrate that my name would match the order name (not the billing name), and also would show the same last name, would not be sufficient. He just would repeat that it was not corporate policy. I told him that he needed to «think outside the box» because I cannot provide him with my father’s ID and not only are our last names the same, but I specifically placed the order in my name so there would be no problem when picking up.“
I further explained that this had not been a problem in the past. In fact the last time we used Lumber Liquidators, the Berkeley store had no problem with my husband showing his ID for his parent’s rental house order. It was the same situation except it was his dad’s name and my husband’s name. As a response to this, Francisco insisted I provide him with my husband’s and father in law’s names and phone numbers. I thought he got confused so I explained that those names were not with this order and he said he knew and asked again. I said, «why are you asking me for their information?» He replied, «to see if they have an account and have done business with us before.» That is when I became extremely upset; he clearly was insinuating that I was lying.
I said, «Look, you need to think outside the box. If I was in your position you know how I would handle this? I would call my father, explain the situation and see if he could fax or scan a copy of his ID.» Francisco responded with, «Oh, we can do that.» I said, «I should not have to do your job for you and figure it out.» I then proceeded to say, «So, are you going to call my father and do this?» He said, «No, you can call him to get it.» Huh!!! You insinuated I was untrustworthy, I figured out a solution to this ridiculous problem, and now you want me to do your job again as a dishonest individual?
The next day, last Friday, I emailed corporate and had heard nothing in response to my lengthy unedited email. So this morning at 10:19 I called customer service and was told they had reached out through email to me. I said that that was incorrect; I have received nothing. Anyway, no attempt was made to smooth over the situation. Instead, the customer service rep did as I instructed, to cancel the order. Nothing more, nothing less. Not even an apology for my dissatisfaction. Guess they don’t really care too much about their customers, I mean «ex» customers.
Oh… and the interesting thing is that when I got off the phone, I miraculously had a short haphazard standard letter sent from corporate emailed to me 6 minutes into my phone call. In the rush they had not filled in a name in the sentence: «we have assigned your claim to… «
What a joke! The irony of their employee treating me as dishonest when the company themselves were dishonest.
Caveat emptor.
PS I find it interesting that «someone» logs into Unilocal and ticks «funny» for 1 star reviews. I bet it is one of the employees working at this subpar store. Class act, truly.

Service was terrible. The sales person Francisco told us in order to return any unused flooring there would be a 20 percent restocking fee. When we brought four boxes back he said he would not refund the flooring because it had been over thirty day. He acted like he was doing us a big favor taking it back and giving us a store credit. We don’t need or want to purchase anymore products from Limber Liquidators. I should have listened to the 60 minutes expose and ran the other way. Don’t shop here bad policies and terrible service!

I’ve had a rough 2 days, but these guys did the *most* to help alleviate that– Francisco in particular! They were just great.
So, I drove an hour to come for a great deal I saw online, but when I got there, the local store hadn’t been informed of the online price. I know Francisco could have made it «not his problem» and told me that the price had expired, but he was way too cool for that. When I showed him the website, he got on the phone and made the price happen. Then he suggested good underlay and helped me pick out tools, too.
Sometimes I read Unilocal reviews and they sound like ads written by some shill, you know? I guess i sound like that now, too, lol. But it’s because I really appreciated the good service and the great price. All legit! Thanks, Francisco– and Gerardo, too!

Just got off the phone with a sales representative by the name of Gerardo. He was extremely helpful and friendly. He took the time to give us many different options to choose from and really listened to our needs and went above and beyond. Thank you Gerardo.

In contrast to the recent bad press, my experience with Lumber Liquidators has been great… and I love my «Angie Bamboo» floor. Almost all my floors needed to be replaced after the Napa earthquake and now as we finish the stairs, the house looks great. I didn’t realize how great it would look with the redwood trees viewed out the windows through the rooms! From the start on up to my call this morning with the question about which area rugs to use, kind helpful support has been practiced. Everyone in the store has been careful and knowledgable. It didn’t matter who we talked with… they had our information and could link to the project, but our most consistent encounter was with Gerardo. Very helpful and concerned. Thanks and I highly recommend rethinking your second thoughts about LL.
* * * Several months later!!! Well, what can I say! We decided to use the non-​click bamboo for the steps because the steps are at a main entry point and will get a lot of use and abuse. During the installation, I walked in to find my son slamming the hammer down as he set each nail. My heart sank a bit until I took a look. Nothing… but a tiny nail hole to be covered with a little wood putty! No creaks, no dents! I am not a paid reviewer, just a resident trying to fix a broken house after a significant earthquake!!! I love my bamboo floors better and better each day and so glad I didn’t opt for super expensive alternatives. Who knows, it ten years maybe I will want a new look. The click together floors will still be in good shape to pass along.

Mr Sullivan,
I have ordered $ 8,000.00 worth of flooring and materials from this store on two separate occasions in the past 8 months. I had no issue with the initial order of flooring. However, the second order of the hardwood hickory has been a nightmare. The people in the Fairfield store are incompetent, combative and rude when it comes to a problem. They do not take responsibility to try and resolve the issue. Their canned response is, it is always some other company or suppliers fault.
I ordered stair nose with my order and it was all very dark red pieces and my flooring is mostly light with some medium tones in some boards. If I were to use them, the stairs would look terrible. It looked like two completely different colors. When I spoke to the people in the store (I have dealt with all 3 of them) they said they can special order the these pieces and it would take 2 – 3 weeks for delivery. I explained to Amber I would need them no later than 3 weeks as my contractor needed a couple days to put in the stairs. I have 4 exchange students coming at week 4 so my contractor needed at least 2 days to complete the stairs. The end of week 3 I still had no stair nose so I called and all they could tell me (even the manager) is, we have sent the supplier an email, but haven’t heard back. I called the main customer service number and she called the store and got the same response. I called again and asked them to pick up a phone and call the supplier and ask them to overnight it. This is a common practice in todays business environment. The response from the FF, Ca. people was they were sending another email (4 days after the first email which they claim they hadn’t heard anything back from). Why would you wait 4 days to send another email when you have a customer needing the product? This was week 4. The woman at 1−800-hardwood stepped in and tried to push the FF, Ca. crew and said it would be delivered on the 24^th maybe even the 23^rd. My students were coming on the 26^th so that was still ok. When they did not come again 23^rd or 24^th, I had to have my contractor come out and build temporary stairs and rail material that will have to be torn out once I have the product. So it is costing me double for the delay of the incompetence of Lumber Liquidators.
When I called this morning I get the same response from these people in the FF, Ca. store. It is not their fault, there is nothing they can do, and they don’t want to talk to me, but they might have it today and if they do they will call. I called 4 times before I got anyone to pick up the phone. This is probably the worst customer service group I have ever dealt with. These people are rude, abrasive, and not customer friendly at all. This company has cost me time and money.
I will never use this company again.

We had a great experience. Amber and Francisco were awesome. They did everything possible to help us get the best deal and gave us the best service. They know what they are selling and have a lot of knowledge to share. We love our new floors and really appreciated all they did for us.