Complaints

This profile includes complaints for LL Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LL Flooring

  4901 Bakers Mill Ln Richmond, VA 23230-2431

• 

  LL Flooring

  8818 W Broad St Ste 102 Richmond, VA 23294-5802

• 

  LL Flooring

  5211 W Broad St Ste 200 Richmond, VA 23230-3000

• 

  LL Flooring

  10 Lincoln Ct Ste 1933 Annapolis, MD 21401-4113

• 

  LL Flooring

  2710 Pulaski Hwy Ste C Edgewood, MD 21040-1320

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/31/2025

  Type:Delivery Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and paid for flooring from LL Flooring in ****************, ** on June 24, 2025, and as of July 29, 2025, I have not received the product.Complaint Details:After placing and fully paying for my flooring order on 6/24/2025, I was told it would be available shortly. Since then, I have made 14 phone calls to the store, left multiple voicemails, and have only spoken to one person alleged the new store manager that would be looking into the issue and would be following up with me but never did. The complete lack of communication and failure to deliver a paid product is unacceptable. I am requesting either an immediate delivery of the flooring I paid for or a full refund and compensation for the delays in my project, since these were additional flooring that I ordered to complete a project and I had a contractor waiting to do so. The stores inaction and disregard for customer service are not only disappointing but also potentially unlawful. I would appreciate the BBBs help in resolving this matter

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Luxury Vinyl flooring from LL Flooring 9/1/22 with a lifetime warranty. It was installed by a sub contractor of LL Flooring, *******************. Around August of 2023, the floor began cracking and breaking at the seams. I contacted LL Flooring and an installer was sent to look at it.. They decided that the padding under the floor wasn't laid smoothly and blamed it on the installation. Around November 2023 that area was repaired. But we started noticing other areas breaking. So I contacted LL Flooring again and was told they had filed bankruptcy and would not honor the lifetime warranty. I asked if we could purchase the flooring to have it repaired. They said there was 4 boxes in the warehouse but it was discontinued. I tried to purchase the product but it never came in and I was finally told there wasn't any and they would refund my money. I want to contact the manufacturer about the defect in the floor but they could not tell me who the manufacturer is. It has continued to break all over and needs replaced. I saw another complaint that sounds just like mine. It has to be bad flooring.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installation was done by L L Flooring. August 2024,, have called several times about planks (wood) are defective, and unsafe to walk on. Called the contractor who installed my floors, and he stated that the warranty was void since they went bankruptcy , didnt try to resolve the problem was very nasty about the situation.

• Initial Complaint

  Date:06/14/2025

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installation done in July 2024 for hard wood floors, several planks are defective after installation. Problem is unsafe to walk on .

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased defective flooring from Lumber liquidators and the are refusing to honor the warranty saying that they filled bankruptcy. They renamed themselves in order to legally cheat the poor consumers. They are refusing to advise on the steps to take for compensation, refusing to honor warranty that was given to the customer at time of purchase. They are cheating the public, benefiting both from filing for bankruptcy and still using the Lumber liquidators name that has been known for years. This is unfair and moreover just plain wrong.

  Business Response

  Date: 04/17/2025

  Lumber Liquidators received an email from **** ***** on April 13th, 2025, reporting concerns with the product he purchased at LL Flooring in July 2024. In response to his outreach, we provided him communication that our company received directly from the LL Flooring Bankruptcy Trustee. Given Lumber Liquidators is not the same company as where his purchase took place,we are unable to assist in this matter and encourage Mr. ***** to contact the LL Flooring Trust. The details we provided Mr. ***** are provided below.  On August 11, 2024, ************************************, along with four of its affiliates (collectively, the Debtors), each filed a voluntary petition for relief under chapter 11 of the **** Bankruptcy Code in the **** Bankruptcy Court for the District of Delaware. Copies of the public filings in the bankruptcy case may be obtained free of charge via the claims agents website at ***********************************************.
  Pursuant to the Sale Order entered by the Bankruptcy Court,on September 30, 2024, ************ (LumLiq2) closed the purchase of certain assets and business operations from the Debtors, including assuming certain lease locations, which ******* now operates under the brand, Lumber Liquidators on and after October 1, 2024. LumLiq2 and Lumber Liquidators are different companies and are not affiliated in any way with the *******. ******* did not assume any obligations related to warranties, store credits, or other offerings from the Debtors while they were operating.
  On December 20, 2024, the Debtors plan of liquidation became effective, and a trust was established to conclude the final phase of the Debtors bankruptcy case. Any questions regarding the Debtors obligations should be directed to the LL Flooring Liquidating Trust, either via email to ************************************* or via phone at **************. Thank you.

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought $3000 amount of hardwood from Lumber Liquidators. The items had more than 30% defective anywhere from broken pieces, worm holes in excess per plank, discolored etc. I created a case with LL about these issues. They outright rejected all my concerns and told you can return with 25% restocking fee.

  Business Response

  Date: 04/17/2025

  At this time, we are unable to waive the 25% restocking fee on the unopened boxes of flooring. As mentioned in previous discussion with the customer, a formal quality inspection was not conducted to substantiate the concerns they and their contractor raised regarding finish, surface condition, dark lines, and material waste. Unfortunately, photos alone do not serve as sufficient evidence of a manufacturing defect.  Company policy and the Terms & Conditions of their purchase state we have the right to investigate the concerns.  We were not given the opportunity to investigate your concerns before the customer installed them. Per manufacture installation guideline provide online state that "use constitutes acceptance".  If the customer sees an issue with materials, they should not continue to install it.  If they continue to install and make it work, then they have accepted the condition of the materials in which they received and installed them anyways.
  We can proceed with accepting the return of any unopened material, and a refund will be issued for the returned product, minus the 25% restocking fee.
  I understand that you were hoping for compensation for the installed product and for the restocking fee to be waived, due to the product concerns that led to a change in plans for your main hall installation. However, after thorough internal review and consultation, we are unable to honor those requests. As discussed, use of the product constitutes acceptance, and we have not received validated evidence that the product quality falls below manufacturer standards or exceeds the standard 10% waste allowance.
  I do recognize you state that the invoice and its terms were not shared with you prior to installation, and that no instruction was given to stop the work.  All our product information and install guidelines are available on our website ************************.  Nonetheless, based on all available information and the policies in place, we are standing by our decision.  We will consider this matter closed.

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Floor transaction occurred on November 5, 2020 with installation beginning 11/20/2020.Transaction amount was ******** LL Flooring was to provide all new flooring throughout our home with professional installation.The nature of this complaint is that within less than five years, the flooring is lifting causing trip hazards, also sinking in other areas. Installers have been here five times and admitted to improper installation but will do nothing to resolve. We would like restitution so that we can replace these floors with a company who will properly install as to avoid an in home accident.

  Business Response

  Date: 04/10/2025

  Thank you for reaching out to us in regard to your flooring concerns.  Unfortunately, the company you purchase from has filed bankruptcy and is no longer in business.  We acquired this business thru the bankruptcy courts and do not have any access to LL Flooring records.

  Please see information below: 

   

  On August 11, 2024, *************************************, along with four of its affiliates (collectively, the Debtors), each filed a voluntary petition for relief under chapter 11 of the **** Bankruptcy Code in the **** Bankruptcy Court for the District of Delaware. Copies of the public filings in the bankruptcy case may be obtained free of charge via the claims agents website at ***********************************************.
  
  Pursuant to the Sale Order entered by the Bankruptcy Court, on September 30, 2024, ************ (LumLiq2) closed the purchase of certain assets and business operations from the Debtors, including assuming certain lease locations, which ******* now operates under the brand, Lumber Liquidators on and after October 1, 2024. LumLiq2 and Lumber Liquidators are different companies and are not affiliated in any way with the *******. ******* did not assume any obligations related to warranties, store credits, or other offerings from the Debtors while they were operating.
  
  On December 20, 2024, the Debtors plan of liquidation became effective, and a trust was established to conclude the final phase of the Debtors bankruptcy case.
  
  Any questions regarding the Debtors obligations should be directed to the LL Flooring Liquidating Trust, either via email to ************************************* or via phone at **************. Thank you.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was part of a Class action suit settlement (Gold, et al. v. Lumber Liquidators, Inc., et al. case number 3:14-cv-05373,) U.S. District Court for the Northern district of California.I received a voucher for $704.17 on August 23, 2021 for Claim No. ******* with a stated Expiration date of NONE. In December of 2024 I went to this establishment to purchase some flooring and was told the voucher was expired and not valid. Iv'e contacted both phone numbers on my voucher letter and have had no response to this date. Is there anything I can do as I don't know what my rights are or am I wasting my time? Any help on this matter would be appreciated. Thanks,***** ******

  Business Response

  Date: 04/02/2025

  Hello, 

       On August 11, 2024, LL Flooring **************, along with four of its affiliates (collectively, the Debtors), each filed a voluntary petition for relief under chapter 11 of the **** Bankruptcy Code in the **** Bankruptcy Court for the District of Delaware. Copies of the public filings in the bankruptcy case may be obtained free of charge via the claims agents website at ***********************************************.
  
     Pursuant to the Sale Order entered by the Bankruptcy Court, on September 30, 2024, ************ (LumLiq2) closed the purchase of certain assets and business operations from the *******, including assuming certain lease locations, which ******* now operates under the brand, Lumber Liquidators on and after October 1, 2024. LumLiq2 and Lumber Liquidators are different companies and are not affiliated in any way with the *******. ******* did not assume any obligations related to warranties, store credits, or other offerings from the Debtors while they were operating. Although Lumber Liquidators purchased certain assets from LLF as part a bankruptcy order; Lumber Liquidators did not purchase the liability associated with previous sales or other class action responsibilities, therefore we are not able to offer any solution at this time.
  
     On December 20, 2024, the Debtors plan of liquidation became effective, and a trust was established to conclude the final phase of the Debtors bankruptcy case.
  
  Any questions regarding the Debtors obligations should be directed to the LL Flooring Liquidating Trust, either via email to ************************************* or via phone at **************. Thank you.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2nd my wife and I purchased flooring from Lumber Liquidators in *************. We bought a tan maple hardwood flooring for our house and spent a total of $9561.62. Plus $300 shipping and got white solid painted flooring. Completely different color and product. Not even sure it was maple hardwood. We sent it back of course and Lumber Liquidators said they were keeping $2,614.66 for a restocking fee. We didn't order bright white flooring we ordered tan flooring. This was a scam.

  Business Response

  Date: 03/25/2025

   

  Hello,

  We're truly sorry to hear that you're experiencing issues with your new floor, and we understand how frustrating that must be. Our ************************ was not previously aware of this situation, and we apologize for any inconvenience this may have caused.
  To ensure we address your concerns properly, we will open a case for you and begin looking into this right away. A Case Manager will reach out to you directly to discuss the details and work towards a resolution. We truly appreciate your patience and understanding as we resolve this matter for you.

• Initial Complaint

  Date:03/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 2/6/2025. We returned product that was more than what was needed to the installation of our flooring. The manager of the store told us, at purchase, that returns could be accepted with no return penalty / restocking fees within 5 - 7 days after installation. Return shipping charges were charged to us for $261.68 on this return receipt. Store personnel stated we had to pay. We complied with that (shouldn't have) and have a return authorization from the store. Net credit amount after paying the return shipping was $840.01. Upon comparing this to my credit card statement, we were only credited $400.27. Contacted store manager and was told we would have to call customer care. After being bounced around by customer care and the store manager, they all of a sudden "find" another $159.13 to be credited to me. This is almost 4 weeks after the fact. Store personnel went in to my return authorization and changed it after we left the store. They adjusted my credit amount and did not bother to call me about any authorization to change the return. Their own warehouse manager verified the items returned were accurate at the time of the return. I would like my $280.61 of outstanding credit AND the $261.68 Return Shipping / Restocking fee returned to me. Total: $542.29 requested credit. This has been a nightmare to deal with them and I am requesting my Return Shipping Fees, also. Businesses should not be able to "adjust" credit card charges or credits without the knowledge of the consumer. Unethical business practices in my opinion.

  Business Response

  Date: 03/11/2025

  We have carefully reviewed your complaint, along with the actions taken by our case manager to assist you. After a thorough evaluation, we have determined that our team has acted fully in accordance with company policy and has provided all possible assistance within our guidelines.
  Our records indicate that your installation completion paperwork was signed and dated on 02/03/2025 by you. However, you did not return the extra materials within the allotted time per the terms and conditions stated on your receipts, which exceeded our policy of 7 days from the completion of installation to return excess materials without incurring a restocking fee. This policy is clearly outlined to ensure fairness and consistency for all customers, and we must adhere to these guidelines.
  As previously communicated, there is nothing further we can do regarding this matter. Therefore, we now consider this issue closed.
  We appreciate your business and regret that we could not reach a resolution that meets your expectations. If you have any future needs, we remain available to assist within our established policies.

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Evidently, LL Flooring has not reviewed the attachment to this complaint of the return authorization the store provided to me on 2/6/25. Installation was on 2/3/25. By my calculations, that is 3 days from installation to returns being delivered back to the store by myself and acquiring the Return Invoice. Their internal documents also should verify it was returned on time. This is within their 7 day period of returns to be brought back in the packaging it was delivered. Please correct me if my math is inaccurate. What are  they trying to cover up?
  
  Regards,
  
  **** ****
  
  
  
  
  

  Business Response

  Date: 03/17/2025

  I sincerely apologize for this oversight and any inconvenience it may have caused. We understand how important it is to address these concerns promptly and appreciate your patience as we worked through the details. 
  After reviewing the situation, we have spoken with both the case manager and the store team to ensure all aspects of this matter were thoroughly addressed. Additionally, we have communicated directly with the customer, and I can confirm that the refund has been processed.
  Please know that we take situations like this very seriously, and we are committed to continuously improving our processes to prevent similar issues in the future.
  Again, we truly appreciate your understanding and the opportunity to resolve this matter. Thank you for bringing it to our attention, and we value your continued trust.

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  After numerous calls to their ************** Team" they FINALLY returned my "RESTOCKING FEES" erroneously charged to me. Now they need to resolve the changing of my credit receipt that was changed at the store level WITHOUT expressing to me any discrepancy. The store warehouse manager accepted the returns and declared they were correct. Upon reviewing my credit card statement found that it was changed with no authorization. This is not good business practice and could be illegal according to the ************************************. Do I need to pursue this action further?

  
  Regards,
  
  **** ****
  
  
  
  

  
  

  Business Response

  Date: 03/21/2025

   We are pleased to inform you that the return fees have now been fully sorted. You have been provided with a total refund in the amount of $745.87.  As for the remaining refund youre requesting, after a thorough review, we identified that there was an error in the quantity of material originally entered. Unfortunately, the amount was input incorrectly, which led to the discrepancy. We have since corrected this error and adjusted the order accordingly. Your total refund history is as follows: 

  
  XXXXXX = redacted information for privacy.  
  CC# = removed for privacy. 
  
  11/27/2024- Order  XXXXXX9499 created with a total of $1677.62
  11/30/2024- CD70XXXX taken for $1677.62 on a ****

  
  On 2/6 a return was created for items on XXXXXX9499- RMA89XXX  $400.27
  That return was refunded to a **** 2/7
  
  
  On 3/5 another return was created for items on XXXXXX9499- RMA9XXX $159.13
  That return was refunded to a **** on 3/5
  
  
  On 3/13 a credit request was submitted to refund the return shipping (restock) charges on the above RMAs
  The credit for $186.47 was refunded to **** 3/13

  Total : $745.87

  
  All payments and refunds match the purchased items and returned items involving this order. 

  
  We have explained to **** that the original return count was a mistake. Our T moldings for hardwood come in 6.5 linear foot pieces. He originally purchased 2 of the for a total of ***************************************** foot count, rather than pieces like our new system. This led to the error on the store's part of returning 13 pieces for a total return amount of more money than he should have received. **** is unaccepting of this explanation. 
  We understand your concerns, and we sincerely apologize for any confusion this may have caused.  If you would like a copy of the refund history showing your Card information for verification, please let us know and we can email that over to you.
  Once again, we apologize for any confusion or inconvenience this may have caused and thank you for bringing this matter to our attention.  If you have any further questions or concerns, please dont hesitate to reach out. We are here to assist and ensure everything is resolved to your satisfaction.

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  As I have stated many times, the store provided a credit invoice which I have attached to this complaint. Upon delivering the product back to the store in the manner required, it was unloaded at their warehouse door. It was checked in by their warehouse manager and verified. I was provided my credit receipt. When I was reviewing my credit card charges/credits I noted that the credit amount was changed. Upon calling the store manager, I was immediately told to call "customer care". I have been fighting this for some time now and am not getting any response back as to how or why the store changed the credit card credit amount after issuing the credit receipt. They did not bother to call, email, or text me about any discrepancy and try to resolve, (if there was a mistake). Changing a credit card amount after the fact is bad business practice and probably against the law. Why will this business not address their deceptive business practices on this? Their philosophy must be "We will provide you a credit but we will change the amount after you leave" is the way they handled this. How many other consumers have had returns on their credit card changed by this company without any communication on the change?
  
  Regards,
  
  **** ****