Lumber Liquidators - Florence, Kentucky

Dewey T.

Horrible experience!!! I was told the product I bought was top of the line. The costly hardwood product was defective and cracked shortly after installation. It was an absolute nightmare getting a refund. THEY DO NOT REFUND DEFECTIVE PRODUCTS THROUGH VENDOR. I had to fight corporate for a month and threatened a lawsuit. Even though corporate admitted the product was the lowest grade and sold as a premium product. I will never use this company again as they have horrible customer service and low-grade products. They sell grade c lumber as premium!! That is a complete and utter lie and horrible business practice. The only reason I got a refund is i made posts about my experience on their advertisements. They were going to have me eat $9,000 in defective products. They shouldn't be in business and have a terrible history of ethics. Do your research!!!

Charlie W.

Update: After 4 weeks of waiting for the product and not getting an eta, I requested a refund. After 2 weeks of waiting for said refund I threatened small claims court and suddenly got it the next day. What a waste of my time.

Ordered $600 in flooring 2 weeks ago with an estimated wait time of 2 weeks maximum. I am now being told there is no way to know when it will ship and no customer service line. I just have to wait and hope it shows up. No wonder they are going out of business.

Jacob F.

Please read my message as a cautionary tale:

I purchased hardwood flooring that was to be shipped to this store on August 11th, unfortunately the day before llflooring (now Lumber Liquidators) declared bankruptcy. When I ordered almost $4k of hardwood floor online, there was no indication of when the order would arrive, so three weeks later I call the store and they tell me it will not arrive for another FOUR MONTHS. At this point, I request a cancel order (well within what their policy allows) and I am told the order can be cancelled but they will not refund the $ to my card. As you can see in the attached image, my order from PRIOR to September 6, 2024, should allow me the right to a full refund given both my funds associated to the order AND the product have transferred from ownership from llflooring to Lumber Liquidators. After several dozen calls and emails, Lumber Liquidators is outright refusing a refund. To add insult to injury, they are actively trying to sell my ~$4k of hardwood flooring in their store right now as opposed to holding it for me while the refund is processed on their end or this dispute is settled.

This is the most reprehensible and unethical experience I have ever had as a consumer. While they chalk it up to llflooring restructuring, the funds and the product are now in their name. There was clear communication on what can and can not be refunded from my purchase occurring before this company restructuring and the rug is completely pulled out on all of us. If the product delivery and delay would have been communicated at time of order this would have never been an issue and I would have never placed an order.

This company is disgraceful in the way they operate. I still can not believe they are simultaneously rejecting my refund while they try to sell my product sitting in their store in such a short timeframe.

PLEASE, take my advice, and go to Floor and Decor or even a big box store like Home Depot or Lowes down the street.

Emily S.

We seem to have entered into a long-term relationship with this company and have had a myriad of problems, from delays in flooring arrival to incomplete installation for weeks and now utilizing our warranty because there are gaps all over our floor. The installers don't respond, corporate has been stringing me along for weeks, they claim they have left messages and I am just ignoring their calls but I have no messages, emails, or proof of their calls... the people in the store are very nice and act like they will resolve any problems right away but it has been nearly 6 months since we first ordered and started paying for our floors and we still cannot put everything back in its place because they are not resolving our issues. Highly do NOT recommend having flooring installed through this store. 👎👎👎👎👎

Erin A.

Try to return unused product, we were told over the phone there would be a restocking fee. When we brought the product to the store we were told now that they’ve changed hands BACK to lumber liquidators we can no longer return although they have the same product currently in the store. Absolutely ridiculous!!

Jessica P.

Extremely unprofessional and disorganized. I got a measure from this place on 04/09. Waited 2 hrs for the guy to come measure.
The very next day on 04/10 @4:30pm I came in and picked the flooring w an older fella who told me I'd picked his favorite flooring. For 10 days I called trying to get a quote. They claimed I still hadn't picked my flooring. When I FINALLY got in touch with someone they sent me a $13,000 quote for cheap vinyl flooring. Mind you, I'm getting an EMPTY House with no carpet only subfloor
No appliances no nothing. They were extremely rude and treated me like their disorganization was something I had done and was my fault.
If you're looking to have deal with professional, organized business people...don't bother with them.
I see other reviews that mention their lack of communication and poor customer service skills and its spot on with my experience. My suggestion is to call empire. They're running a sale right now

Chris M.

Never was contacted to let me know that my order was ready. I finally reached out and was told it was ready. Indicated what day I'd be stopping by for pickup, but after driving 35 miles, I was told their forklift was out of propane for the last couple of days and I'd have to come back another day. REALLY You couldn't call to warn me? Better yet, why couldn't someone go and actually pick up propane. Never again. Not a pleasant experience.

Mary M.

I love our new floor! The store is set up nicely so that all the flooring samples are visible. The staff was very helpful. After looking for weeks elsewhere, I was able to decide my 2nd time in the store. The delivery person was very good. The installers did a great job. They were professional and dedicated to do doing a good job and doing so in a timely manner. Setting up times for both the above wasn't easy, but all worked out well. Our home is greatly improved. Thank you to all those involved!