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

  9990 Robious Rd N Chesterfld, VA 23235-4836

• 

  LL Flooring

  2710 Pulaski Hwy Ste C Edgewood, MD 21040-1320

• 

  LL Flooring

  9902C Pulaski Hwy Middle River, MD 21220

• 

  LL Flooring

  830 County Road Elmira, NY 14903

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:03/03/2025

  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.

  Last February I purchased flooring and decided not to use it so I returned the flooring. I was given a store credit ($3700.00) Two weeks ago I went back to the store to use some of my "credit" and was told it no longer exists because they were bought out in Oct 2024. How can I get my $$ or store credit back?

  Business Response

  Date: 03/04/2025

  We appreciate your communication and want to ensure you have all the information you need moving forward. I'm sorry to hear of your frustrations.  To address any further questions or concerns you may have, please feel free to contact the Trustee Handling The bankruptcy.  Their team is ready and available to assist you with any additional details or clarification you may require. 
  

  LL Flooring and its subsidiaries were recently liquidated through bankruptcy proceedings.  You may contact the LL Flooring Trustee in Bankruptcy for further information as follows:   
  
  LL Flooring Liquidating Trust
  Attn: ****** *********, Trustee
  c/o *********************************
  *********************
  Bear, DE 19701
  ************
  *******************************************

• Initial Complaint

  Date:03/03/2025

  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.

  Dear *****************************:Pursuant to your request, here is the information on our flooring issue.Sales Order No.: S091932055 2/13/2025 17 Boxes $1,744.70 Sales Order No.: S091932044 2/13/2025 10 Boxes $1,135.33 Total Sale: 27 Boxes $2,880.03 Returned 14 Boxes $1,000.96 Balance $1,880.03 Restocking Fee 2/21/2025 ****** New Refund Balance: 13 Boxes $2,019.75 Our concern is that once installed the flooring started developing scratches, chips and splitting.We noticed these problems on the 19th and 20th. The contractor started installing the floor on the 18th. We do have a copy of the product warranty and installation instructions. Those installation instructions were reviewed before installation. The flooring was acclimated before installation in the room where it was to be installed. The installation occurred in the kitchen,breakfast area and fireplace area. The problems with the flooring cover the entire area. The flooring was fully installed into these three areas. There are no transition points. The subfloor is 3/4 inch plywood throughout.The temperature and humidity of the property during installation has been 71/72 degrees with 30-40% humidity.This has remained the temperature of the home throughout the acclimation and installation. The **** is working properly. The moisture readings are monitored on an indoor/outdoor weather station. There are no leftover products as we returned what we could take back as shown above. Our desired resolution is for you to just refund our money for the flooring that is going to need to be removed in the amount of $1880.03 and the restocking fee in the amount of $****** totalling $2,019.75. The best method to reach me is:***************************** or ************. You may also text that number. I am attaching video and pictures of the issues described above.Sincerely,******* L. **** ***** E. **** ************************************** Contractor:****************** Construction ********************************************

  Business Response

  Date: 03/08/2025

  Thank you for reaching out to us regarding your concerns. After a thorough review with our Quality team, we have determined that the issues you reported are not due to manufacturing defects. Our investigation concluded that the concerns observed during your installation are related to site conditions and installation factors, which are not covered under the product warranty.
  Additionally, based on the photos we received, the scratches appear consistent and aligned across connecting planks, suggesting that something was dragged across the surface after installation was completed. This indicates post-installation damage rather than a product defect.
  Unfortunately, due to these findings, we are unable to provide compensation for this issue. We understand this may be disappointing, and we sincerely apologize for any inconvenience this may have caused. At this time, no further action can be taken, and this matter is considered closed.

  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.
  
  Our contractor installed the flooring that was installed with the utmost of care.  We moved things around very carefully.  Also the contractor used a soft board and rubber mallet to install the flooring.  Some of it was damaged out of the box.  The finish was so poor that under normal conditions, it was scratching and splitting.  The contractor bought the nailer from Lumber Liquidators and followed the directions completely.  We have since had the contractor install other flooring and it is has not had any problems whatsoever!  The flooring that Lumber Liquidators sold us was definitely subpar.  We are only requesting a refund of the wood that we had to rip out.  We paid our contractor for his time.  I have a video of the flooring but I can't provide it due to upload limitations.  Lumber Liquidators is of course, denying our claim but even the staff at the store told us that a lot of this flooring was being returned.  I just want them to do what is right and refund our costs of the actual flooring.
  
  Regards,
  
  ******* ****
  
  
  
  
  

  Business Response

  Date: 03/16/2025

  We appreciate your patience throughout our investigation. After a thorough review of the evidence provided, we have determined that the damages in question occurred after the flooring installation. The markings on the hardwood surface are consistent with an object being dragged across it post-installation. This does not fall within the perimeter of the product warranty.  Based on these findings, we consider this matter closed.
  
  However, if you are able to present new, verifiable evidence that demonstrates the damage was a direct result of a product failure and not caused afterward, we will be willing to reassess the case. Unless such evidence is provided, our decision remains final, and no further action will be taken on our part.

  Customer Answer

  Date: 03/19/2025

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ****
  
  
  
  
  

  Customer Answer

  Date: 03/20/2025

  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.
  
  The company's actions make it hard for the consumer to show that the flooring was substandard.  The finish wasn't right and the flooring was scratching and splitting when used in compliance with their product specifications.  We had our contractor tear out the flooring and bought other flooring from another company and installed it with no problems.  I have attached the video of the faults with the flooring.  I have sent an email because this file won't send.
  
  Regards,
  
  *******

  
  
  

  
  

  Business Response

  Date: 03/21/2025

  We have reviewed the details of your concerns and the majority of the issues you raised were noticed after the installation was completed, within a 2-day period. Based on this, it is unlikely that these concerns are due to manufacturing defects.
  You confirmed that the planks were inspected prior to installation, and while you stated some planks had issues right out of the box, the majority of concerns arose after the installation. It is important to note that any defects in the flooring that do not exceed the Waste Factor are not covered under your product warranty. For your specific product, the waste factor is within 5% of your total square footage, and an additional product should have been purchased to cover this. Natural characteristics of the wood, such as variations between planks, are not considered defects and are not covered under warranty.  
  In regard to acclimation, you mentioned that the product was acclimated for 5 days, but no moisture readings were taken to confirm proper acclimation. Please be advised that the only reliable method to ensure the product is properly acclimated is by using a moisture meter to measure the moisture content of the wood. Without this verification, we cannot confirm that the product was fully acclimated to the environment.
  Regarding the relative humidity in your home, you stated that a hygrometer was used to monitor levels, which ranged from 25% to 40%. However, it is critical to maintain a relative humidity range between 30% and 70%, with fluctuations not exceeding 20%. Deviations outside this range can lead to issues such as cupping, checking, gaps, and buckling, which are considered site-related issues and are not covered by the product warranty.
  You also confirmed that a rubber mallet was used to tap the planks into place. Unfortunately, this is not an approved method for installing your product and can cause damage to the plank edges, which appear to be consistent throughout the installation. A tapping block should be used to gently tap the boards into place to prevent damage.
  Lastly, you mentioned that scratches on the flooring occurred while moving the fridge. This is a site-related concern and, as such, is not covered by your product warranty. Dragging furniture with unprotected feet can exceed the scratch rating and cause scratches in your floor.  
  We understand your concerns but based on the details provided and the terms of your warranty, these issues fall outside of the coverage. We cannot assist with concerns that fall outside of the scope of your warranty. We apologize this isn't the outcome you are hoping for.  Based on the evidence provided we are firm on this decision and will consider this matter closed. 
  
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 03/22/2025

  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.
  
  I misstated the use of the mallet.  They did have a block that was being tapped by the mallet.  Also the feet on the fridge were very well protected when it was moved across the flooring and it still scratched.  Also the people unloading our returned product stated that much of that flooring had been returned for similar issues.  I realize that they are going to continue to deny my claim but I will never be satisfied with losing that amount of money on a product that just wasn't usable.  My contractors are reputable and installed the flooring according to the specifications required.  They even bought the nail gun from LL that was required.  We bought and installed other flooring in the exact same manner and had no problems.
  
  Regards,
  
  ******* ****
  
  
  
  
  

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In april 2023 my husband and i purchased a large amount of 7mm w/pad Honey **** Oak Waterproof Rigid Vinyl Plank Flooring (7 in. Wide x 48 in. Long) in our home. Less then 2 years later we have multiple planks cracked and broken. We have reached out to the company for either replacement boxes of flooring to repair the floor or some kind of compensation and so far have been brushed off in every avenue we have attempted. Severely disappointing for a floor that was warrantied for 20 years and advertised and sold to us as a durable, family and pet friendly option for our home.

  Business Response

  Date: 03/04/2025

  I'm sorry to hear that you are having issues with your flooring.  As you may be aware, on August 11, 2024, LL initiated a voluntary court-supervised process under Chapter 11 of the **** Bankruptcy Code. As a part of the bankruptcy process, LL Flooring stopped accepting and processing warranty claims on September 17th, 2024. This applies to all products and services previously sold with warranties.  On September 30, 2024, LumLiq2, LLC d/b/a Lumber Liquidators (Lumber Liquidators) recently purchased certain assets and business of LL Flooring.  Lumber Liquidators is not otherwise affiliated or connected with LL Flooring, nor does it have access to any LL Flooring records.   LL Flooring and its subsidiaries were recently liquidated through bankruptcy proceedings.  You may contact the LL Flooring Trustee in Bankruptcy for further information as follows:   
  
  LL Flooring Liquidating Trust
  Attn: ****** *********, Trustee
  c/o *********************************
  *********************
  Bear, DE 19701
  ************
  *******************************************

  Customer Answer

  Date: 03/04/2025

  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.  It is not the warranty I am looking into, but the poor quality of the ************************** exclusive branded LVP flooring material. 
  
  Regards,
  
  ********* *****
  
  
  
  
  

  Business Response

  Date: 03/11/2025

  Thank you for reaching out regarding your flooring purchase from LL Flooring. We understand how frustrating and disappointing this situation must be, and we truly empathize with your concerns.
  Unfortunately, since Ll Flooring has gone out of business due to bankruptcy, they are no longer honoring warranties on previously purchased products. Warranty coverage is typically provided and upheld by the original retailer, and since they are no longer in operation, we regret to inform you that we are unable to process warranty claims on their behalf.
  We sincerely apologize for any inconvenience this has caused and appreciate your understanding. Please use the information previously provided to contact the Trustee over the LL Flooring bankruptcy.  At this time, we will consider this matter closed as we cannot assist this customer.

  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.
  
  The problem at hand is not with upholding the warranty, but the quality of the product that is still being sold and was purchased. I am not asking for compensation, but materials in trade to repair the defective product.
  
  Regards,
  
  ********* *****
  
  
  
  
  

• Initial Complaint

  Date:02/24/2025

  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.

  We purchased CLX Duchess vinyl floor tile.Acacia 5mm ************ 5 2024, They agreed to store the vinyl tile until we could use it. the time has come that we are ready for it. I called and found out that they went bankrupt and are gone. I have not received the floor tile. so we would like a refund of our payment of $1892.87

  Business Response

  Date: 02/28/2025

  I sincerely apologize for the experience you had with LL Flooring.  LL Flooring and its subsidiaries were recently liquidated through bankruptcy proceedings. If you believe you have a claim against the Company, you may contact the LL Flooring Trustee in Bankruptcy for further information as follows:   
  
  LL Flooring Liquidating Trust
  Attn: ****** *********, Trustee
  c/o *********************************
  *********************
  Bear, DE 19701
  ************
  *******************************************

• Initial Complaint

  Date:02/14/2025

  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 paid Lumber Liquidators to remove all the old flooring in my house and then replace all the flooring with new vinyl plank flooring. This was in December 2020. I visited the store personally to ask them to repair/replace all the issues that I was having with the flooring. I have also emailed and called the number that they gave me. All I am getting is the run around. If they dont want to repair my flooring issues, then I want a full refund of $11,000

  Business Response

  Date: 02/17/2025

  I regret to inform you that LL Flooring has filed for bankruptcy and ceased operations.

  On September 30, 2024, ************ d/b/a Lumber Liquidators (Lumber Liquidators) recently purchased certain assets and business of LL Flooring.  Lumber Liquidators is not otherwise affiliated or connected with LL Flooring, nor does it have access to any LL Flooring records.   LL Flooring and its subsidiaries were recently liquidated through bankruptcy proceedings.

  As a result of the bankruptcy proceedings, LL Flooring and its subsidiaries have been liquidated. For any inquiries or additional information regarding the bankruptcy and liquidation, you may contact the LL Flooring Trustee in Bankruptcy as follows:
  LL Flooring **************************start="835" data-end="838">Attn: ****** *********, ****************start="869" data-end="872">c/o *********************************
  *********************
  Bear, DE 19701
  Phone: ************
  Email: *******************************************

  Customer Answer

  Date: 02/17/2025

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****
  
  
  
  
  

• Initial Complaint

  Date:02/10/2025

  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 1/2/25, we ordered 47 boxes of flooring + transition strips from LL Flooring in ******, **. Which was paid for in full that day. The price paid included shipping to the store and the agreement was that we would pick up the order from the store when it arrived. There were no disclosures/fine print/policies listed that mentioned anything about additional freight charges and fees once the order was paid for. Shipping was included and listed as $0.00 on our invoice. We were told it would take 2 weeks to come in. We had to contact them several times for status updates and on 1/22/25 we were told that our order was "fulfilled and ready for pickup" (our transition strips had not come in yet but we were told they would arrive in a couple days) When we arrived to pick up our flooring on 1/25/25, they only had 13 of our 47 boxes ready for us to pick up. Nobody knew where the rest of our floors were and why they were not at the store. We said we did not want to pick up those 13 boxes until we were sure that the remainder were from the same Lot. A week later, they told us they found 47 boxes of the same lot in ***** but they would only ship it to us if we paid an ADDITIONAL $500 to have it shipped. The original agreement was FREE shipping. We attempted to reason with several different people but they would not work with us and honor their end of the shipping agreement. They were unable to fulfill our entire order (with no explanation) and essentially only willing to fix THEIR mistake if WE paid them even more money to fix it. I asked for a copy of their company disclosure agreement that listed the "hidden freight and shipping charges" that we were not made aware of, and nobody was able to provide this document for us. Nothing was listed on our invoice or their website with this info. Making it seem like they were making it all up to get more money out of us. After we refused to pay they offered to pay HALF but even still we declined and they told us to request a refund.

  Business Response

  Date: 02/14/2025

  I sincerely apologize for the inconvenience and miscommunication you've experienced with your order. After reviewing the situation, I understand how frustrating this has been, and I regret that we weren't able to meet your expectations.
  I want to assure you that we have already processed your refund in full. You should see the amount credited to your account shortly. We deeply regret the confusion surrounding the additional freight charges and the delays with your order, as well as the lack of clarity about the shipping policies.  
  Please note that the material you ordered is currently on backorder, which has contributed to the ongoing delays. We apologize for this oversite. We're committed to improving our communication and ensuring that situations like this do not occur in the future. Again, I apologize for the frustration this has caused.  

• Initial Complaint

  Date:02/05/2025

  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 went into Lumber Liquidators to purchase the advertised price of 99 cents a square foot. The manager ***** on duty was not able to get the price to work on his computer and asked that we came back on Monday, MLK day, to pay for the order as he would have it resolved. When I called on Monday to confirm I was huing up on twice and then went into the store. He still could not get the pricing to work and asked for me to come back following day which we did. ***** was not there but another employee was there with their 3 years old son running around the store. He claimed that the district manager said they could not honor the advertised price but would have to be 1.99 a square foot which doubles the cost of the material entirely. I would still like to purchase the material as advertised.

  Business Response

  Date: 02/07/2025

  Thank you for reaching out and sharing your concerns with us.
  Regarding the sale terms, the length of the sales period is based on written quotes provided at the time of your initial visit. If a written quote was not provided during the promotional period, we are unfortunately unable to honor the sale price. 
  It appears that the "price tag" you saw was actually a sticky note containing internal company notes regarding the previous sale price, which was inadvertently overlooked when the sale ended.  Although the product was on sale for that price at one point, it wasn't at the time of your visit. This was not an actual price tag. We sincerely apologize for any confusion this may have caused.
  If you would still like to proceed with the purchase, we would be happy to assist you at the current price of the materials, as marked with the correct price tag.
  Please feel free to reach out if you have any further questions or would like to move forward with the purchase.

• Initial Complaint

  Date:01/31/2025

  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 purchased flooring from a restoration situation from LL FLOORING in March 2023. The flooring is splitting apart, and the company has gone out of business and the company that is taking over says they are not responsible.. The customer care number and email is not picking up or returning my phone calls and callback numbers or returning my emails. The flooring needs to be repaired and there is nobody that I can get a hold of or nobody getting back to me.!! thank you for your help in this matter!**** ****** ************

  Business Response

  Date: 02/06/2025

  We are sorry to hear of the troubles with the flooring purchased at LL Flooring in 2023.
  As you may be aware, on August 11, 2024, LL Flooring initiated a voluntary court-supervised process under Chapter 11 of the **** Bankruptcy Code. On October 1, 2024, ******* purchased certain assets of LL Flooring pursuant to a bankruptcy order and assumed certain lease locations. LumLiq2 opened these locations as Lumber Liquidators. ******* did not assume other liabilities of LL Flooring. Specifically, LumLiq2 did not assume any obligation related to the warranties of LL Flooring. Lumber Liquidators does not have access to any LL Flooring records.  LumLiq2 is a different Company and is not affiliated in any way with LL Flooring.  
  
  LL Flooring and its subsidiaries were recently liquidated through bankruptcy proceedings.  You may contact the LL Flooring Trustee in Bankruptcy for further information as follows:  
  
  LL Flooring Liquidating Trust
  Attn: ****** *********, Trustee
  c/o *********************************
  *********************
  Bear, DE 19701
  ************
  *******************************************
  
  Thank you

• Initial Complaint

  Date:01/15/2025

  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.

  LL Flooring promised a lifetime warranty on hardwood floors purchased in June. The wood was installed incorrectly and needs to be repaired or replaced. The contractor was assigned by LL Flooring. They were sent pictures on several occasions and no one responded to correct the problems. I believe the company knew they were going bankrupt and that why they never responded. LL flooring bought Lumber Liquidators and now lumber liquidators is buying the company back. LL flooring and Lumber liquidators both advertise lifetime warranties. I purchased wood flooring in June 2024 and buy August 2024 LL flooring defaulted on their warranty. The public need to be made aware regarding deceptive advertising and business practices

  Business Response

  Date: 01/17/2025

   I sincerely apologize for the frustration and inconvenience you have experienced with LL Flooring.
  I would like to clarify that Lumber Liquidators and LL Flooring are not affiliated with one another, and as such, WE (Lumber Liquidators) do not have access to LL Flooring's records, warranty information, or any matters related to their business operations.  LL Flooring has closed down and stopped processing any and all warranties. Lumber Liquidators operates separately, and we are unable to assist with any issues pertaining to LL Floorings past transactions, warranties, or contractor assignments regarding LLF orders.  If you feel you have an installation issue, please reach out to the contractor who performed your install, as he should carry a 1 yr labor warranty.  
  We do understand your concerns regarding the lifetime warranty and the difficulties you have encountered. Unfortunately, as we do not have access to LL Floorings information, we cannot provide direct assistance with the specific issues youve raised. 
  Again, I apologize for the confusion and for not being able to assist more directly with this matter.  

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 made a large flooring purchase in which a portion of the order was supposed to be delivered from 1 store, and another portion was to be delivered from the Bellevue store. I received one delivery, but not the rest of the order. When I called the store, no one would answer or call me back, despite me calling daily for months. I reached out to their corporate numbers and email addresses, and no one would respond. I finally got a response from a corporate customer care person, who claims they have no record of the purchase. I provided receipts with order numbers, and all of the details, and they are still refusing to fill my order or refund my money. I was given contact information to make a claim, and the contact is not valid. It can't be legal for a company to sell me $3,000 worth of product, not deliver it, and then claim to have no record and not be able to resolve the issue. No store credit, nothing! Now in order for my house to have the matching product, I have no choice but to order more through this company who stole $3,000 from me, but won't let me return the other products, and won't give me the product that I have already paid for.

  Business Response

  Date: 01/14/2025

  Thank you for your inquiry. I would like to clarify that the order in question was placed with LL Flooring, and there is no record of this purchase being made through Lumber Liquidators. Additionally, no funds were received by Lumber Liquidators for this order, and we do not have any purchase agreement or transaction related to this material.
  Based on the information provided by the customer, it is confirmed that the purchases were made through LL Flooring. However, as you may be aware, LL Flooring filed for bankruptcy in August 2024 and subsequently ceased operations.
  On October 1, 2024, ******* acquired certain assets of LL Flooring under a bankruptcy order and assumed specific lease locations. These locations were rebranded as "Lumber Liquidators." It is important to note that LumLiq2 did not assume the liabilities of LL Flooring, which includes any orders placed with LL Flooring. As a result, Lumber Liquidators has no visibility into LL Flooring's transactions, and we do not have a record of the purchase or payment related to this particular order.
  While we understand this situation is frustrating, please note that Lumber Liquidators is unable to take any action regarding the LL Flooring purchase.
  To assist further, we have provided the contact information for the LL Flooring Trustee, ****** *********, in order to facilitate any necessary follow-up regarding this matter. Please find the contact details below:
  LL Flooring Liquidating Trust
  Attn: ****** *********, Trustee
  c/o *********************************
  *********************************************>Bear, DE 19701
  Phone: ************
  Email: *******************************************
  
  

  Customer Answer

  Date: 01/14/2025

  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.
  
  My purchase was made after LL flooring filed for bankruptcy and I was assured that the inventory was present and that delivery would be made. LL flooring is the same company as Lumber liquidators, just a new name, so that they could be absolved of their debts. This purchase was made under the promise that because there was my product in stock, that the bankruptcy would not affect me receiving the product. If Lumber Liquidators acquired the inventory that was left, my product is there. I am a disabled veteran and cannot believe that a company would steal $2,499 from someone with a limited ability to work . I will not rest until I either receive this credit or the product. It is not fair or ethical for a purchase to be made and charged when I did not receive the product-bottom line.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****
  
  
  
  
  

  Business Response

  Date: 01/20/2025

  While we understand this situation is frustrating, please note that Lumber Liquidators is unable to take any action regarding the LL Flooring purchase.
  To assist further, we have provided the contact information for the LL Flooring Trustee, ****** *********, in order to facilitate any necessary follow-up regarding this matter. Please find the contact details below:
  LL Flooring Liquidating Trust
  Attn: ****** *********, Trustee
  c/********** ******************** LLC
  *********************
  Bear, DE 19701
  Phone: ************
  Email: *******************************************

  Customer Answer

  Date: 01/21/2025

  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.
  
  The bankruptcy case and settlement for L&L flooring had a deadline of today, and since the number and contact information provided is incorrect, I am likely not going to be able to file a claim. You have the inventory, as it was there and sold when Lumber Liquidators reopened the same business in another name. The can provide me with the product. I have the receipt and have paid for it. The lack of accountability for poor business practices are not the fault of the consumer. If they cannot provide a product that I paid for, they need to return my money. That is the only resolution to this complaint. I will continue to fight, and spread my message on every platform possible to ensure that the terms and conditions of my sale are upheld. 
  Regards,
  
  ******* *****