BROWNSTOWN TOWNSHIP, Mich. – Nicci and Conrad Hain just wanted new wood floors in their Brownstown Township home. They had ordered from Lumber Liquidators in Redford in the past, loved the flooring, and everything went smoothly. This time, they were not so lucky.
They ordered their new flooring over the phone one Dec.13, 2011. They paid more than $3,200 and say they were told to expect delivery on Dec. 27. That didn't happen.
Nicci Hain says she understood, with the holidays there might have been a delay, but the days turned into weeks, and the weeks into almost two months.
That's when she emailed Ruth to the Rescue for help. She told us, "I just want my house back to normal, I just want to sleep with my husband again."
Nicci says she hasn't been able to sleep with her husband because they tore up the master bedroom, along with three other rooms back in December to get ready for the installation of the new floor. Her husband was sleeping in a large closet and Nicci on a mattress in the dining room.
She said the closet was too claustrophobic for her. Their home had been in disarray for almost two months.
A series of emails and phone calls started in January when the Hains realized delivery was taking much longer than expected. It was stressful. Nicci said, "I always try to be very Christian, but sometimes its really put to the test."
By the time the Hains called us, They'd been promised delivery by the end of February and offered some money back, but they weren't quite ready to trust Lumber Liquidators. She told Ruth to the Rescue, "What really has me upset is the way we've been treated."
When Ruth to the Rescue called Lumber Liquidators, a spokesman told us "The company's interactions with the Hains will be reviewed, as it doesn't want any customer to feel that way.
As for the chaos in their home, David Pullin, the Director of Customer Care released a statement that says in part, "Our invoice recommends that customers book installations after receipt of the product to avoid any inconvenience. This is very important. All delivery dates are estimates, but every effort is made to fill orders in a timely fashion. We regret to hear about the Hains' situation."
READ: Full statement
Less than 24-hours after Ruth to the Rescue contacted "Lumber Liquidators", the Hains have now received confirmation, after almost two months of waiting, that their flooring will be delivered Friday -- weather permitting, thanks to a possible snow storm. And, the company is giving them a credit of more than $570.