Repair & Care
The largest direct retailer of hardwood floors in the USA offers a variety of product lines, mostly for the price conscious shopper. Our opinion is less than favorable, not for the marginal product quality only, but customer service complaints we often heard in the past. In our early web days (2002) this site had a favorable review page about Lumber Liquidators. We worked with a few products and heard from installers. Product quality was good, but something happened.
In the early days their products had good reviews, specifically the domestic products that Bob Vila had installed in one of his houses. We heard from installers that used their unfinished flooring; same experience. Exotic hardwoods on the other hand that became a huge seller became troublesome with inferior finishes and material that was rushed into production causing installation problems.
Ty Pennington, more well known as the host of Extreme Makeover: Home Edition has his own line called the Ty Pennington collection consisting of Bamboo, Ash and a unique country looking Birdseye Maple. One product that always seems to get good reviews is their Morningstar bamboo line.
Maybe The Company Grew Too Fast
Over the years we yanked the review because of increasing calls from consumers saying the same thing over and over again. Most were advertised product that was never available, or they were being put off time and time again, or received no calls about the orders they paid for up front. Sure, any company that does the kind of volume should be expected to see complaints, but they escalated too far.
Lumber Liquidators Fills A Void
There's no doubt they offer what many are looking for; price. Frankly we wish a favorable opinion could be offered because the company does offer a wide range of hardwood, unfinished and prefinished. Stair treads and risers could be ordered and brought in within days. Longer than usual trim moldings, extremely difficult to find, were part of the company's niche.
We're on the fence with this one in so far as who Lumber Liquidators may suggest or recommend for handling your installation. Having some inside information on a few locations, it's more of a hit and miss. But we lean towards the latter when looking at the company in general. In some locations the company simply refers buying customers to The Home Services Store that takes care of everything after the sale. This is the same company that works with the big box stores with all their product installation services.
Realistically the company does offer some good products but like any company with a large presence, complaints are bound to occur. They do offer a lot of off brand non warranted products that consumers are eager to buy, but also quickly to complain about, full knowingly what they had purchased.
Update: November 4, 2012
When it comes to problems related to new hardwood floors, it often has nothing to do with the product being used, but rather the lack of preparation (critical to any installation) and not following installation specifications. Lumber Liquidators has always struggled with this more so than a full service local dealer. Some reasons are clear as I've stood my distance in a half dozen of these stores over the years listening when advice is offered.
There will always be problem products which is common with some of the lower priced, larger mass produced manufacturers. Heading the list are bowed, crooked or twisted boards that are more difficult to install. Lumber Liquidators has them, Bruce has them and a number of others. Better installers will take the time to make it right.
Buy For Price And Forget About It?
Our feeling with Lumber Liquidators is a large number buy for price alone. While this is sound in today's economy, those same people make the mistake of looking for low priced installers. This is where the problems always seem to start. Unlike the better installers, this group will not take the time to do the job right out of frustration or complete lack of understanding in what makes a good installation.
Installer Ratings- Overall rating
Product Lines- Engineered and solid hardwoods. Laminate and cork flooring.
3000 John Deere Road
Toano, VA 23168
Phone: (757) 566-7546
Website Notes: Extensive product listings. (May 2013)