Customer service needs to be improved. Asking for full payment for flooring and labor upfront is is unacceptable to me . This company could go bankrupt and they have my money I put over half down and they refused to schedule installation until I paid the whole amount. The flooring was delivered to my home and their reasoning was I'm not serious enough that I need to pay the whole amount. I find that ridiculous . Looking for a new installer . read more

I'll go ahead and say it. I'm high maintenance. I expect a lot out of the businesses I deal with--prompt and friendly service, a variety of product choices, knowledgable salespeople, quick delivery of services and a good value for the price. And when something goes wrong (and let's be honest, even with the best of intentions, sometimes things just go wrong), I want it fixed quickly and with the least amount of pain possible. Last August, when my husband and I decided a flooring change was in order for our house, we decided to visit Lumber Liquidators, having zero knowledge of anything about flooring except that it was something we walked on. Our initial experience was flawless. The manager (who we learned was somewhat new to the store) Mike was immediately likable, the kind of guy who you felt like you've known for years, a buddy who just happened to work at a place you needed to buy something. No question was too stupid (how does a floor click together at the time seemed a reasonable question) and he made sure we understood what we were looking at. I think our visit, which we happened to purchase on based on the customer experience alone, lasted about two and a half hours. While there was a limited staff on-site during the off-peak hours we were there, Mike handled us and other customers with a finesse that can't be taught, and everyone in the store seemed all too happy to be pouring over bamboo, hardwood and vinyl samples with someone who genuinely seemed passionate about his store, his work and the product he was selling. We were impressed and skipped happily out of the store, receipt in hand, anxiously awaiting our installation expert measurement appointment. Here's the point in the story where I'll skip the drama details with the at-the-time third party installers. Our experience with that branch was so negative there is no scale accurate enough to depict the amount of incompetence and lack of any sort of customer service. Luckily Lumber Liquidators wised up and has since switched to a really great installer called Hometown Floors (who are nothing short of amazing). My point to mention this is how the store dealt with us during the epic fail of an install. And the point why it's so important, when things go wrong, to have a manager like Mike and a store like the one in Sun Prairie in your corner. Because they make it right. Even though the store and Mike had no control over the install, Mike took our case upon himself personally. He called when he had no reason to, checking up on our progress though honestly his part in our customer journey ended as soon as we walked out of the store. He worked with us when we needed to return materials, called on our behalf and through it all getting us the best deal possible on new materials. He took care of us every step of the way, and our journey from start to finish was over five months. To say he went the extra mile, was an understatement. If it weren't for this caring manager, I have to say I'd probably be on a smear campaign of Lumber Liquidators. Instead, we're loyal customers from here on out as long as Mike is running the store because we know he'll take care of his customers. It's what every manager should aspire to and I'd highly encourage anyone searching for bamboo, hardwood or even vinyl to give Mike and his team a visit. And while you hopefully will have no hiccups in your journey to new floors, even if you do, Mike and his team will take great care of you. read more

Excellent service and they had our flooring that we REALLY needed !!!! Marcus was a master at making sure everything was perfect! Great experience read more

Had good results from the measurer and installer. The store customer service sucks. We had to call because they forgot to send the glue and the transition pieces. They delivered the glue later, but said they would send the transition pieces by mail to us. Never received them. Called them again, said they forgot to send the pieces. Promised to deliver them. Finally received them two days before the install. Also tried to charge us more on the invoice than the price we were quoted originally. Had to tell them about it and then they changed it. Pay attention to what you order and what the paperwork says! read more

I went to the Sun Prairie Lumber Liquidators last Friday and took home some laminate floor samples and scheduled an in home appointment with their installation "professionals", JD Flooring plus. You are assured that said PROFESSIONALS will contact you within 48 hours. After 4 days of waiting and no contact from their man, we called back to LL and were told, "uhh.... it was entered into our system." Awful happy to take the fee for consult, but apparently their communication SYSTEM with JD Flooring sucks. read more

Their computers were "down" for over 5 days and thus they couldn't order anything. I had two different sales managers swear up and down that they'd call me later after they checked with another store, but never did. read more

Lumber Liquidators is just a pleasure to work with. The staff is very helpful and knowledgeable. I've been remodeling on a budget doing several flooring projects over the past couple years. I've installed both the inexpensive laminate and the prefinished hardwood flooring with 100% satisfaction. I only remember few names of the helpful employees such as Dan, Alex, and Marcus. These guys know their flooring. read more

I went in to this store with a buddy of mine the other day and was warmly greeted by Dan, a real tall drink of water. Beautiful store with beautiful wood. He couldn't have been more welcoming, and was able to answer all of my questions with ease. I felt bad because I showed up just a few minutes before close with my friend Peter, but he insisted it was no bother. Couldn't have been a more memorable experience. Within a week, our beautiful new floors were installed courtesy of the LL installer, who was friendly as well. Just a class organization with true professionals at every corner. I'll never go anywhere else again. Not sure what was up Barb F's ass... read more

The staff was very helpful and friendly here. They made sure we had everything we needed and answered all our questions, despite the fact that we technically purchased our floors from another location and picked them up here. I would definitely recommend this location! Dan and the other staff were great! read more

Miguel of the West Allis, WI store went over and above to help me locate the same exotic hardwood that we bought from Lumber Liquidators 10 years ago and had been discontinued. We are finishing a large reno project and realized 1/2 way through flooring with your 3/8" Brazilian Walnut that we would not have enough product. I called the nearest location and went into see Miguel. Being discontinued for years, he sent e-mails out to locations where the SKU showed up and worked hard to make sure it was delivered to our store, even coming in on a day off! We are very pleased with his attitude and conscientious work effort. Well done, Miguel! read more

These guys are amazing. Dan was extremely helpful in explaining what we were looking at. We must have looked at every single sample they had in there, and he never got impatient. After we returned the first order (yes, that happened) Dan and [I can't remember the other guy's name] helped us find another option that actually ended up being cheaper! We have more flooring projects to do in the house, and they will be our first stop for sure! read more

We bought a home that needs a lot of work. I was pretty convinced we were going to carpet most of the house until I went into Lumber Liquidators. When I saw how much it would cost to lay manufactured bamboo (which is significantly harder than red oak), I knew we couldn't resist. In fact, it was pretty similar to the price of carpet. I really appreciated how knowledgeable the staff were. They were able to answer any questions I had, including questions related to the differences between the various flooring options. We are laying floor for the first time ourselves and they've been extremely helpful in answering those questions as well. My only complaint has to do with ordering. We ordered our floor on a Monday, which is supposed to arrive on the following Saturday. Unfortunately, their computers went down for almost a week. This delayed our ability to get the floor and we ended up waiting more than one extra week to get our new floor. Other than that, I'm very happy with Lumber Liquidators. I would highly recommend them to others. I just hope their computers don't go down again! read more

My wife and I spent two hours in the store deciding on flooring and set up a time for a gentleman to come out and measure our floor stairs for a quote. I was to be called in 24-48 hours. Two weeks later, I called and asked what the hold up was. I called the gentleman directly. "He hadn't received the paperwork yet." I called Lumber Liquidators a week after and asked where the paperwork was. They told me that it was just sent the day before (which would have been Sunday - sending paperwork on Sunday????). Regardless, we set up a time for the gentleman to come out and measure our project for a quote. I received a call saying the quote was ready and to call or email for the quote. I emailed and specifically requested that the quote be emailed to me to review as I was going to be out of state at work and extremely busy. I received nothing. I received no further update. I called today (11/23/16) and was told the quote was ready, but received no explanation as to why I never received the quote via email as requested, although the request was in the system. I receive the quote for labor and was asked to let them know what materials we would like to put into the quote - the materials that we had already picked out more than a month ago. It's too much damn work trying to give Lumber Liquidators our money. I'll give our money to someone else that has better organization skills and customer service. read more

My experience with this business would have to be rated as a zero, even after trying to compromise with them. The manager there (Joe) has absolutely no authority and/or sense of service. We bought wood flooring to cover 2 bedrooms in our new house recently and paid their "professional" to come assess and measure ahead of time. Understandably, they estimate a bit extra to cover mix-ups or unforeseen corners, etc... This guy overestimated by 4 full boxes (80 sq ft) of flooring and wanted to charge us a 20% restocking fee for their mistake. These boxes cost us almost $300. When I presented this error to the manager he told me it was my fault that we went by their estimate and didn't measure myself, and ultimately, I signed off on the measurement. What? Isn't that why I paid them to do it? So basically, they have discovered 3 ways to charge you for their product: The assessment fee, the flooring itself, and the restocking fee for when they sell you too much wood. Unbelievable. The answer I got from the manager was that his "hands were tied" and that it was "corporate policy" and tried to get off the phone as fast as possible. I managed to eek a corporate number from him as I could tell he was to inept to make any calls himself. My experience with corporate, while slow, was much more reasonable and accommodating. If you have problems locally I would go straight to corporate. To top that off, we ordered T-molding 6 weeks ago and have been told "it's on the next truck" 3 times now. Our floor has been finished for weeks and still has a door gap where the T-molding should be. I'm gonna bet dollars to donuts they will give me the same run around and somehow it will be my fault that I had the audacity to expect a follow-up and quality service. I can't emphasize enough that I will never deal with them again. This is why businesses like these don't last long. If they would have responded professionally and with some empathy and understanding, I may have still recommended them but after this, I simply can't. read more

Mike and his team are exceptionally knowledgeable, courteous, and an overall pleasure to do business with. Being a contractor, I've dealt with countless retailers. The majority being sub-par at best. It's refreshing to encounter such a lively group who obviously take pride in what they do. Not only will I be a return customer, I strongly encourage everyone in the market for flooring to visit Mike and his team. read more

A few years ago we purchased Bellawood Red Oak flooring for our kitchen,living room, and hallways. We used a LL recommended installer who told us our first batch was not milled correctly, after a heated argument with the manager to exchange the flooring (at an additional 500.00 cost) we got a new batch of flooring and after a few weeks when the installer came back to install it he said this batch was not as bad but was still milled poorly. We had been without any flooring for over 2 weeks by now and we went ahead and finished installing the floor. The floor has large ridges in many spots, where it should be smooth and also after a few years the floor has totally faded under the area rugs we have placed throughout. Lumber Liquidators sent someone out to inspect the flooring and have tried repeatedly to blame the installer and will not take any responsibility for selling defective products, their customer service is the worst I have ever experienced. In googling other complaints about the company I have also learned they have high levels of a carcinogen in some of their flooring also. When I went into the store to try to get contact info. for the Bellawood company the guy gave me a phone number which I called only to find it was a phone sex number (***hole), after investigating more I realized this is their own product line. I would NEVER shop there again or NEVER EVER recommend them to anyone looking for flooring, not worth saving a few bucks possibly. read more