Lumber Liquidators

The guys in North Austin are great, they helped me get a discontinued box of boards that I needed. Roy was just fantastic in helping me get this order shipped from CA. So glad for his help

I see where Lumber Liquidators got a fine of 2.5 million for selling
contaminated wood. I am not surprised. I bought wood from them
as well. It came in with torn open boxes, re wrapped with clear plastic
wrap. Did L. L check the wood before letting my guys pick it up?
NO. Would L.L. refund my money? NO… and they old me that
they NEVER accept returns that have been opened. What I got was
boxes of culls… split, cracked, glue smeared, warped wood.
They eventually offered me a few hundred dollars
ONLY if I signed a release that I would not say anything negative
about them. I refused. All the wood went into the trash.
That is Lumber Liquidators.

Terrible customer service!!!
Installer stood us up 3 times for a measuring appointment and it was like pulling teeth to get our actual install scheduled. Staff was very rude and not helpful.

I am so disappointed with lumber liquidators. My family has been exposed to high levels of formaldehyde!
I have asthma. I was pregnant and now with my new son have exposed him to this product. I purchased a product that was advertised as California phase 2 compliant (safer than EPA guidelines for off gassing of home products).
I watched the 60 minutes special. My product was listed as one of the laminates containing «amounts of toxic formaldehyde that may not meet health and safety standards».
Of course, I contact the company to receive help (they don’t contact me). I perform the air quality test in April of 2014, with a private company ($ 350) & I do the test kit from lumber liquidators. Both tests show elevated levels above EPA guidelines. Then, November 9 they take a plank sample. To send to an independent laboratory. Results were to be mailed to me in 6 weeks. It is now 10 weeks later. No results.
I call the company bi weekly. They say «I will email another dept. They will get back to you in 2 days». No one ever calls. I stay at home. So, no excuses. Why do you not contact the customers, when you say you will, with follow up care? I have called urging a faster process, at the recommendation of my pediatrician. My pediatrician said, «no level of a toxin is ok. They need to help you» Nothing from the company seems to happen.
How many months will my family be exposed to formaldehyde? This company knowingly exposed there customers — and falsely advertised a safe product.

Great service from start to finish! Josh was very attentive to our price range and project requirements, and the manager even gave us a spare tie-​down when ours broke on the day of pickup.

I am working on a home remodeling project and purchased wood flooring here which had to be delivered from 2 other stores. Delivery date was promised and came and went without any communication from the store. After multiple calls and in-​person store visits with promises and unfulfilled assurances of delivery dates I finally had to cancel this order which resulted in lost money. To make matters worse, I contacted the corporate office and they never even bothered to respond! This store has the worst customer service — they don’t care about fulfilling orders or ensuring that the customer is happy. No one even bothered to proactively call or contact me in any way at any point. I will NEVER do business with this store again and strongly advise anyone looking for flooring to keep driving and find a more dependable business that actually cares about the customer.

I really don’t want to even give them a star. No star more like it. I was the only customer there. The lady associate inside was very courteous but the worker that brought my order out to my car in the back must be the most unpleasant soul in Austin. Rude, temper-​mental and aggressive. One word to sum him up. Neanderthal.
I paid for one box of wood and he brings out an opened box and slides it in my car. When I asked why it was an open box and did they not have a closed one he walked away and left me waiting for ten minutes. When he came back he replied that was the only box he had. More series of questions back and forth and he each time he would just turn around and leave me for 10 to 15 minutes. When I finally said «since it’s an open item shouldn’t I get a discount» he replied «absolutely not» and tried to take the box out of my car. I put my hands on the box he then shoved me back and started to wrestle with me. I walked back inside to ask for a refund and he comes inside, stands right next to me and starts provoking me to go outside and fight with him. Out of respect to tax payers money I did not call the cops. I got my money back and left.

Ok well, I was leary to try this place because of the reviews but I did anyway. Honestly, I got the best price I have seen anywhere for what I was looking for, the staff was quick and efficient in helping me find what I needed and I was pleased with the product. I did not have them install for me.

I wish I could give these guys zero stars. This has been such a terrible experience this second time around. I told LL that I needed 400+ sg ft of wood. They sold me 15 boxes and then ordered two more from Houston (b/​c they were out in the Austin store) which I paid 30 bucks shipping on out of pocket.
I assumed that they knew what they were doing… The two boxes from Houston arrived damaged and mostly unusable. I used a floor installer based on Unilocal reviews that was not associated with LL (ie. I took the hint to NOT use the LL contractor from the various scary reviews I read). The installer began installiung the floor, called, and said I only had 389 sq ft of wood– and that’s counting the damaged wood where only some can be salvaged.
Nightmare.
Waiting for a call back, but if my original purchase of the wooda few weeks ago is any indication, I won’t get a straight answer from anyone for a week.
DO NOT USE Lumber Liquidators unless you are a DIY who is vastly experienced and doesn’t care about service, competence, or getting things right.

So, this is a double edged sword. I’ve done 3 different rooms with LL products. Two of the rooms I did myself. Unfortunately for the first room, I hired a contractor.
It’s easy enough to compare because all three of the rooms listed went into the same house, the same slab and used the same product. Also, the same type of flooring came out of each room.
First the contractor installed room. This was crap. I wish I had known then what I know now. Floor prep is EVERYTHING. The concrete HAS to be flat or the floor is going to creek and snap… it really doesn’t matter what method you use to secure it. One of their certified installers had NO idea what they were doing. They were shaving down corners of ¼ in plywood to get the slab flat. Really? Never heard of self leveler? There are gaps in the floor, gaps against the wall and chips in the wood. The floor feels spongy and sounds awful. This was a nail down floor.
Now, the self installed rooms. One was glue down and one I nailed down. Both had a 1″ plywood subfloor. I took my time, did my research and then did the appropriate prep work. The slabs are flat… I guarantee that. The glue down floor was a horrible mess and a horrible pain in the butt. That said, it is the most solid floor in the world. It would literally take a bulldozer to get that floor up. It feels solid, doesn’t creek and looks professional. The nail down floor feels almost as good as the glue down. I have only been able to find 1 intermittent creek in a 400sq foot room. I can live with that.
The lesson here is to do your research and take your time doing the install. No one is going to care more about how your floor comes out than you. If you aren’t the do it yourself kind of person, do your research and hire a good floor contractor. Use Thumbtack or Angie’s list and read the reviews. LL and their certified installers do not have your best interest at heart in my opinion and that’s to be expected… they are in business to make as large a profit as possible. Remember that.
One final note. The staff at LL is very nice but they are the most unorganized business ever. They have no idea what they have in stock or what has been discontinued. To this day, they still say they owe me ½ a box of floor but can’t figure out how to process the refund or give me the flooring which I don’t need. I get weekly bonus emails reminding me of this fact. Again, do your research and know what you want, how it should be installed and how much you need BEFORE you go in. I think their products are sound, but their customer service is unintentionally lacking. I will buy from them again, but I know what I’m getting into.

The flooring quality was fine. Unfortunately, the company they referred to us for installation did a poor job and left behind damaged walls and an unfinished job. When I tried to follow the process for warranty work and having the issues resolved. I got nothing but a run around and could not get anyone to call me back, even after multiple messages and having complete all the paperwork and submitted pictures they requested. It is okay to buy your wood there, but find your own installer.

I got mine acacia from I35 Austin Store, Josh helped me out both times, he figured out everything I need, and still honored the sale price when I purchased a wk later with no quote. The only disadvantage is 20% restocking fee for unopened box return.
The wood is top quality, compare to my living room acacia purchased from another flooring store which is much more expensive. Liquidator’s acacia has no waste. no defects, and easier to install, wider and thicker for much less money, I mean hardly any gap after the installation.
I visited the store during the week, less busy, the customer service is good, they emailed me to follow up, of course I called to confirm the order before my contractor picked up, I purchased with caution, since there are very bad reviews at google about the two Austin stores. My experience is good, of course my sale is quick, I basically walked in and paid, I know what I want after months of research, this is the store my contractor used, I found what I want and that is it.
Very happy with the wood, beautifully color, no scratch at all.

We went here a couple of times to shop for wood floors. The first time they sent someone to measure, we got the quote but decided not to pull the trigger as the economy was tanking. Fast forward a couple of years and we needed to have a new measurement and the price was more than double… or at least I think it was, we never did get the correct quote. I think this might be OK for DIY or if you’re doing a flip, but if you’re doing a big remodeling job this experience will be frustrating. We ended up with Butler Floors in South Austin — locally owned and fantastic service. No frustration and great pricing too.

Hi — i’ve seen a pretty wide array of reviews about LL but I’ve bought wood from them for 4 rooms and it’s all been pretty good.
i have done 2 rooms with bamboo, one room with cork and one room with engineered hardwood and in each case, the material has arrived on time in good condition. I’ve had wood delivered, and i’ve picked it up. I’ve always used their branded underlayment and vapor barriers, and it’s worked out well.
When i’ve had excess trim or material., they’ve taken it back with no problem. The only ‘issue’ was one time i returned a box of material 2 months after i received it and got hit with a re-​stocking charge. But to be honest, I knew about that before i returned it — and they gave me store credit with no problem.
Looking around Austin, LL definitely seems to have the best quality stuff in stock — i have no complaints — and the folks there gave me some good install advice too…

Customer service101: acknowledge your customer. We spent 20 minutes without so much as a hello so we left. You lost a sale.

No customer service. Sales reps didn’t say a word. I will never go back and would never buy from them online.

Crappy product that looks great until it fails, and the customer service rejects claim based on un-​related issues. I purchased all the items needed (including special glue, and cleaning supplies), installed properly (according to instructions), failure occurs (most likely due to failure of glue). Customer service rejects claim. Thanks. Have a 1 star. Go somewhere else. If you are thinking about LL read this. This is exactly what has happened to me.

Sales people were uncertain how many boxes I needed for my 200 sq ft manufactured wood install. Received different info from 2 different staff. Ended up purchasing almost 3 extra boxes (i.e., over 50 feet too much). Was disappointed; however, location manger Mike was awesome! Very understanding and made me a satisfied customer. Quality of wood is iffy (but not the most expensive stuff in the world either), but just installed it so don’t know wear and tear yet. Will find out. IF YOU EVER HAD A PROBLEM OR SPECIAL QUESTION TALK TO MIKE THE MAN!

We recently purchased laminate flooring here. The prices are reasonable and the variety in selection was great. I appreciate the way the displays are set up so that you can easily tell what type of flooring and price range you’re looking at. There are also good sample sizes that can be picked up and moved around, as well as many samples on the floor. All of this made it much easier to make a selection. Granted, the space in the showroom is tight but that means more room in the warehouse so we were able to get all of our wood right away. The trim however, was another story, which brings me to customer service.
We were fortunate to be able to go in on a weekday morning when it wasn’t too busy. We didn’t have to wait for a sales person. The order was quickly written up. All of that went very smooth. It turned out that not all of our baseboard was in stock, some of it had to be ordered. The order indicated that it would arrive in 7 to 14 days. Eight weeks later, I called to check on the order. This is when customer service went down. They wouldn’t say anything except that they needed to check on the order and they would call back, which they didn’t. I had to call three more times over the next three weeks before I got a straight answer and then it was only to say that my order had arrived. Needless to say, I was highly annoyed. I had already borrowed a vehicle to pick up the main order. After all of that hassle, I asked them to have it delivered to me. Fortunately they did.
In the end, the floors look great. I would go back again but I don’t think I will mess with anything that has to be special ordered. We hired an independent installer and we are completely satisfied with our final product.

Where’s that Zero Star option?
Walking in here is a BAD idea. Situated on east I-​35 between the delightful Rundberg and St. Johns, they certainly achieve low rent and a warehouse setup. The real horror is the SMELL. Imagine solar nails crossed with nail polish remover, crossed with superglue, crossed with something that you have to be over 18 to purchase because you could get hiiiiiiigh just standing in this store for two minutes. And then you will promptly want to leave because you will suddenly feel like hurling. This lumber could have been 2 cents a foot and I still would have walked out the door. No salesman said hello, no one apologized for the smell, and generally, I found myself ready to leave instantly.
Do yourself a favor and avoid this store. The Lowe’s on Shoal Creek has better deals anyhow.