Lumber Liquidators

On 8/6/2025 I purchased flooring from Lumber Liquidators St. Peters, MO location and due to a miscommunication in terminology between myself and the sales associate the locking mechanism design for the flooring ended up not being what I thought it was going to be. I initiated a return on or around 9/25/25 which was resolved without issue. The company waived the 25% restocking fee and accepted the flooring back even though it was beyond the 30 day return policy. On 10/9/25 when I went back to the store to order a replacement floor, the manager and I checked all of the samples in the showroom for the proper locking mechanism that I specifically requested. We found a product that fit my needs and moved forward with the purchase. The manager failed to double check the installation instructions for the flooring and verify that it was in fact the design I had requested. Upon arrival of the product on 10/20/25 at the store, my contractor who would be installing the flooring opened one of the boxes to inspect it and make sure it was correct. It was not, it was the same mechanism as the previous flooring I had just returned. The store manager was on vacation at this time, so another associate checked the installation instructions and found that the documentation showed it was not actually the design I requested. So a second return was initiated. I made contact with the customer service representative on 11/4/25 via phone call and expressed my concerns and frustrations with the whole ordeal. She escalated the issue to her supervisor to have the refund processed and the 25% restocking fee waived a second time. On 11/6/25 I received an email from the customer service rep stating that my request to waive the 25% restocking fee was denied due to there not being anything wrong with the flooring from a quality standpoint, even though they admitted the manager didn't verify the flooring was correct and their policy is to verify before processing a purchase. Update. I filed a report with the BBB after posting my initial review and got a response from LL this morning on 11/15 basically stating that since the quality of the flooring was deemed to be acceptable per their quality assurance department, they remain justified in charging the restocking fee even though I never claimed a quality issue existed. Only that the design of the locking mechanism was not what I wanted. Even though they admitted the manager failed to follow company suggested guidelines and verify the product documentation was correct before placing the order.

Unbelievably incompetent company with zero concern about customer service. The manager of the St. Peters, Missouri location and the employees know absolutely nothing about the products they sell, telling you whatever you want to hear to push their products only to show their lack of knowledge or concern by selling and ordering the wrong product multiple times showing absolutely no concerns about trying to fix their mistakes. We're weeks behind because of this so highly recommend going somewhere else if you don't want your project delayed.