Lumber Liquidators, Inc.

The team a the Lumber liquidators in Matthews it’s outstanding, they have been so helpful with the whole process. And on top of all that Santiago Benitez has gone above and beyond for me, helping cordante and personally drove some things I needed to the store to help me out. Would recommend to anyone.

My husband and I had hardwood installed in our house this past March. We had so many terrible experiences that I don’t even know where to start. First Problem: After our hardwood was installed, we noticed many flaws. Part of one of our cabinets along with the granite was detached from our wall (the granite was hanging off the wall). I’m assuming the installers were rushing and jammed the baseboard into the cabinet for that to happen. They didn’t install the shoe molding correctly. They also didn’t install the shoe molding in behind the refrigerator (must have been hoping we wouldn’t notice). I called lumber liquidators complaining about these issues and asked for someone to come out immediately to fix them. The man I spoke to at the Matthews location said “Honestly, we are not really associated with the company who installed your hardwoods so you will have to work directly with them to have your issues fixed.” I can’t believe he would say this! Obviously you work with this company because you refer all your clients to them! After multiple phone calls to both lumber liquidators as well as to the installation workers, we finally got these issues fixed. It was TWO MONTHS AFTER THE HARDWOODS WERE INSTALLED. Yes, they made us wait two months to fix our cabinet and granite that was detached from our wall! Second Problem: We has three boxes of hardwood that were not used. The man at lumber liquidators said we could return whatever wasn’t used. My husband returned the three boxes, and the employee at the Matthews store told him the refund was put on the credit card we bought the hardwoods with. One week later the refund was still not showing up. I called lumber liquidators yet again to complain. They said the refund was never processed, and then proceeded to ask, “Was it busy when you were here?” Regardless of if it was busy, you still need to do your job! How unprofessional! Problem Three: We bought the Bellawood, which they said was the best brand in the store, but already have so many issues with the wood. The wood is constantly creaking, which tells me it may not be installed correctly. It scratches so easily. After day one, there were so many scratch marks from our dog. He stayed at my parents house for about a week, and they don’t have a single scratch mark in their hardwoods. Something tells me the finishing of this wood is not right! If a drop of water falls on the floor you can see it. Nothing cleans these floors either, not a mop or a swiffer jet. I have to get on my hands and knees with a sponge to get any mark off of these floors. The quality of this hardwood is horrible, but again they said it was the best! I have never been so frustrated about a job in our house until now. It is so disappointing that we paid close to $13,000 on our hardwoods with a company that has unprofessional employees and an outcome of the hardwoods that is unacceptable! DO NOT BUY HARDWOODS FROM THIS COMPANY. Use your money somewhere else if you need hardwoods for your home!

Amazing company to work with Ryan makes our experiences with every job we've work with them with ease and grace. And his wood is top notch.

The options were great and the customer service was amazing. Highly recommend this location.

I love the look of my floors, but I would take it all back to not have to deal with this store. I was on a timeline, they told me their installer would get in contact with in 24-48 hrs. Three days later I called the store, Shawn told me they were super busy took my number to call me back, never called me back. I called the next day and they tell me that call had never been set up so in another 2 days they finally get in contact with me. Installers quickly got order out to them they took their time processing. Our order had to be shipped from Greensboro and because it has to cure, more time to wait. If I had to call them for questions during this process they wouldn't call me back, I had to call Greensboro store and they told me they were waiting on Matthews store. When it was time for payment I had to talk to them about 5 times because they kept adding on things and the price kept changing. Because I had to wait for part of my order, the last of it just came in. I had put money on the credit card to hold this. When they let me know it was ready for pickup I was told that I didn't owe any money. When my husband went to pick it up he had to pay $1,500. I call about this, they can't give me a solid answer, tell me the manager will call me back. Ha! I've heard that at least 5 times from them and Ryan never calls back. People make mistakes, I looked through all of our documents and we have paid over $600 more than what we were supposed to. Do not go to this store!