Complaints

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

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  Lumber Liquidators

  Lawrenceburg, TN 38464

• 

  LL Flooring

  1524 N Atherton St State College, PA 16803

• 

  LL Flooring

  4700 Campbells Run Rd Pittsburgh, PA 15205

• 

  LL Flooring

  1075 S Main St Greensburg, PA 15601

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  LL Flooring

  4721 William Penn Hwy Monroeville, PA 15146

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:06/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 May 14 I ordered Brazilian cherry flooring from Lumber Liquidators (LL Flooring). The order (number 9690) was placed online, to be picked up by me in **********, **. The shipment came in two parts, which I picked up on two different days. Until I picked up the order I never spoke to anyone at the company.The first half that I picked up was fine. The second half of the order was picked up on June 5. Instead of loading the boxes into my van one at a time, which they did with the first half of the order, the employee used the forklift to place the entire pallet of boxes into the van. When I unloaded the boxes I noticed that two were crushed; it looked like a forklift had gone through one box into the other. The flooring in those boxes was destroyed, some crushed, many missing the tongues that hold the pieces together when installed. I wonder if they chose not to load the order box-by-box so they could hide the crushed boxes?I called the company and they said that they noticed the boxes looked to be in bad shape. I was told I would receive a call-back, which my wife took because I was on a job without cell service. She was told that "we told him" the flooring was discontinued and could not be replaced--"that's why you got that price." (She wrote down the conversation.) They refused to replace or give any refund for the crushed flooring. I had never spoken to them before I paid for and picked up the order. And they knew this, because when I picked it up they asked me not to order online. Additionally, there was nothing on the website about the order not being guaranteed, although that was included in a confirmation email, which I received after I had paid for the order. Ideally I would like a replacement for the two boxes, but I was told it is out of stock, so a refund for those two boxes would be acceptable. The photo below only shows part of the damage; many of the boards were crushed with damaged faces so they're unusable.

  Business Response

  Date: 07/03/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate you taking the time to share this information with us.
  In response, we will open a formal case on behalf of the customer to begin a thorough investigation into the issue. A dedicated Case Manager will be assigned to this case and will reach out directly to the customer to discuss their concerns in more detail, gather any additional information needed, and ensure the matter is handled with care and attention.
  Please be assured that we are committed to providing fair and timely resolutions to all customer concerns. As part of our ongoing effort to support transparency and accessibility, our ************* contact information is always available on our website. If at any point our customers have questions, need updates, or wish to report additional concerns, we encourage you to reach out directly, were here to help.
  We appreciate your support in helping us provide a positive experience and will keep you informed as the case progresses.

   

  Thank you,

  Customer Answer

  Date: 07/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and look forward to hearing from Lumber Liquidators so we can resolve the issue.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 07/03/2025

  Complaint details:

  Date complained: June 23, 2025
  Purchase date: May 14, 2025
  Product: Brazilian cherry flooring
  Purchase price: $1832.42
  Payment: $1832.42
  Disputed amount: 2 boxes of damaged flooring
  

  Customer Answer

  Date: 07/04/2025

  I was contacted by Lumber Liquidators yesterday, July 3, 2025. They are not going to assist me with the loss of my property, which was damaged by them during shipment.

  I lost two boxes of flooring and was not notified prior to purchase that this product was out of stock and I would not be compensated for it if damaged. Now I don't know if I have enough flooring to complete the job, plus I'm out of money paid for unusable flooring.

  Lumber Liquidators doesn't care, plus they lied about me being aware prior to purchase that the flooring was purchased "as is," with no possible replacement or refund. A truly horrible company.

• Initial Complaint

  Date:06/26/2025

  Type:Delivery 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 LL Flooring based on the in-store sample and website images. However, after full installation, I was shocked to find the product looked completely different blotchy, dark, and dirty in appearance, not clean and modern as shown. When I contacted ************** ***** responded that the product cannot be returned due to visual variation, per warranty terms, and closed my case without resolving my concerns.During this process, I learned that LL Flooring had placed the order under my contractors name and address even though I personally selected the product, entered my home address at checkout, and paid using my husbands credit card. I was told home delivery would cost $300, so I selected store pickup. But without my knowledge or approval, the order was shipped to my contractors home. He later charged me $100 for delivery.When I asked ***** how and when the shipping address was changed, she said she didnt know because she wasnt in the store at the time. She claimed it was processed under their PRO-to-PRO system, which supposedly gave me the most savings. However, I paid the same price listed online, received no discount, and was told I couldnt order alternative products either. I asked her to explain what most savings I received and how my address was replaced with the contractors, but she said she couldnt comment on that and advised me to contact the store directly. Then she closed the case.This experience has been frustrating and misleading. I was not informed about the PRO-to-PRO system or asked to approve this arrangement. I feel misled both in product expectations and in how the transaction was handled, without transparency or accountability.

  Business Response

  Date: 07/02/2025

  Thank you for reaching out to share your concerns. We understand your frustration and appreciate the opportunity to respond.
  As outlined in the Warranty Guidelines and Terms and Conditions agreed upon at the time of purchase, we are unable to offer assistance once materials have been installed and later deemed unsatisfactory based on appearance. Per the warranty, use constitutes acceptance, and any concerns regarding visual characteristics, including color or variation, must be addressed prior to installation.
  Both customers and their contractors are responsible for thoroughly inspecting all products before installation begins. If any issues or unexpected variations are found, installation should be stopped immediately, and our team should be contacted so we can address the concern before additional materials are used. Unfortunately, once flooring has been installed, it is considered accepted, and we cannot authorize a return, exchange, refund or compensations under these circumstances.
  In regard to the transaction itself: we understand you feel the ordering process lacked transparency. From our records, this purchase was placed under your contractors account, using the PRO-to-PRO system. This system is designed to provide professionals with access to potential volume-based savings, services, and fulfillment options not available under standard retail transactions. While the contractor may pass along these benefits to their customers, all orders placed through a PRO account are subject to that accounts settings and preferences, including delivery and billing addresses.
  Lumber Liquidators does not manage or mediate agreements between contractors and their clients. In this case, your contractor was the purchasing party and used their PRO account to place the order. As such, any questions regarding delivery charges, address selection, or payment arrangements would need to be addressed directly between you and your contractor. We expect that contractors and their clients maintain open communication throughout the process, particularly when placing and receiving orders on the clients behalf.
  We regret that this experience has not met your expectations and understand how disappointing this situation must be. While we are unable to offer a replacement or refund due to the installation of the materials, we sincerely appreciate your feedback and will continue to work internally to ensure that our policies and procedures are communicated as clearly as possible. At this time, Lumber Liquidators considers this matter addressed and Closed due to Acceptance and Installation of materials. 

  Thank you.

• Initial Complaint

  Date:06/13/2025

  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.

  We ordered 5 boxes of flooring. We were told that we could only order that flooring through online and it would be shipped to us. When the shipping arrived the delivery team said the package hadn't been shrink wrapped and 3 of the 5 boxes had been damaged and the flooring was *************** was declined and the shipper took the flooring back. Now Lumber Liquidators is saying that the flooring isn't under warranty. That's fine if it isn't under warranty, but you shipped a broken product that cannot be used. You stated you have no more of this flooring to be able to ship. So the only resolution is for you to refund me my money.

  Business Response

  Date: 06/20/2025

  Thank you for reaching out and for sharing your concerns with us. We truly appreciate your patience and the opportunity to address the matter.
  Please be assured that we are aware of the issue and currently have an active case open for this customer. Our team is working closely on their behalf to resolve the situation as efficiently as possible. At this time, we are in the process of coordinating a replacement for the materials in question.
  We are currently awaiting the return of the original shipment from the carrier, which is the first step in finalizing the exchange. Once those materials are received and processed back into our system, we will immediately move forward with placing the replacement order and ensuring it is shipped to the customer without further delay.
  We understand how frustrating and inconvenient this experience may be, and we want to sincerely apologize for any disruption it has caused. Please know that we are doing everything we can to expedite the process and minimize any additional wait time for the customer.
  Our team is committed to ensuring that the customer receives their replacement materials in a timely and satisfactory manner, and we will continue to monitor the case closely until it is fully resolved.  Thank you.

• Initial Complaint

  Date:06/13/2025

  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 June 8th 2025, I spent $3039.88 on an order for hardwood flooring with lumber liquidators. Their company has since charged the amount to my account, but as of Friday June 13th they say they have no record of a sale to me. They cannot find it via my phone number, email, or anything. I have also contacted my bank about trying to get the money back, but I dont know if it will be able to be refunded by them. I really just want to get my money back at this point, and be done with it.

  Business Response

  Date: 06/16/2025

  We sincerely apologize for the inconvenience you experienced with your order. There was a delay in transferring your purchase to our system, which unfortunately caused confusion when you contacted us. However, we identified and resolved the issue on June 13th, as your order is successfully visible in our system. An email correspondence took place on June 13th, which detailed the issue that occurred and an invoice documenting proof of purchase. The communication also included the expected date that our Memphis store will receive your order. Once the product arrives at the store from our ******************** you will be contacted to set up the delivery service.
  Thank you for your patience, and we truly appreciate your understanding. If you have any further questions or need assistance, please dont hesitate to reach out. Were here to help!

• Initial Complaint

  Date:05/27/2025

  Type:Delivery 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.

  Dec 2024 - May 2025 Ordered flooring for $11,200+ with additional $9,500+ for installation. First shipment delivery, 6 weeks after order, was defective. I was told to return it would cost 25% restocking fee. After much, much negotiation, we were able to order different product without any fee. Basically a trade. Was promised delivery within 2 weeks; but it took six weeks forproduct to be delivered. After 3 weeks acclimation time, installers had half house done when thirteen boxes were discovered to be wrong product . Contacted local store but they didn't care to take time to help. Contacted company *** in ******** who found the correct product and promised delivery within a week. After a week, there was no shipment or callback with info. We are now at a total 5.5 months and $20,000 waiting for our hardwood floor to be complete. This is totally unacceptable.

  Business Response

  Date: 05/29/2025

  First and foremost, please accept our sincerest apologies for the ongoing issues youve experienced with your flooring order. We fully understand your frustration, and we deeply regret the amount of time, energy, and trust this situation has cost you.
  We recognize that this process, from the initial delivery delay and product concerns to the mix-shipped materials has been far below the level of service you expected and that we aim to provide. Please keep in mind the materials originally purchased passed the ** testing. We checked the information provided on the box labels and checked to see if there were any previously documented concerns with the original product you purchased and nothing was found. You stated you lost confidence in the reliability of the original product, and we offered you to reselect a new material. This caused further delays in getting this material picked up and replaced.  We understand youve made a significant investment, both financially and emotionally, in your home, and we are truly sorry for the disruption and disappointment this has caused.
  Please know that we are actively working with every department involvedlogistics, fulfillment, and installation coordinationto expedite shipment of the correct material as quickly as possible. Our entire team is fully engaged to make sure no further delays occur and that your project can move toward completion without any more setbacks.
  We appreciate your continued patience and understanding throughout this matter, and we remain committed to seeing this through to your satisfaction.

• Initial Complaint

  Date:05/27/2025

  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.

  On 3/28/25 I placed an order for 51 boxes of prefinished hardwood flooring with *** from LL Flooring (Lumber Liquidators) over the phone. We paid $3,892.15 at that time to schedule the order.On 4/8/25 our order arrived at there store in ******** and we picked it up.We opened a few of the boxes on 4/10/25 only to find that the floor was damaged by some type of insect with holes straight through and was not what they had pictured online. We contacted *** by email that day. She responded immediately and got me in contact with ******** from customer care. She was quick to respond to our issue at first. She was insisted that we needed to return it to ******** but would be charged a restocking fee. I said the floor was damaged and we shouldn't have to return it to the store or pay a restocking fee as this is not what we ordered.She said she would send out a shipping label for us to ship one of the boxes though ***** to their warehouse in ** to inspect. On 4/16/25 she finally sent me the label and ***** picked it up the following ****** was received by the warehouse in VA 4/23/25 and I reached out to ******** to see if they had any results yet. She got back to me 4/28/25 that they now had the results and it was indeed defective. I asked her what the next step was and she said she would have to arrange for pick up. We had a scheduled pick up for 5/1/25 - the company made us wait the entire day. Showed up at 3:30pm and said they couldn't pick it up because their pallet **** didn't work for the pallets that they were on. I let ******** know and everything is sitting in my driveway as the boxes cannot be moved anywhere. (My husband suffered a severe Asthma attack and has been in the hospital for 3 days after moving all these boxes of flooring onto pallets in the driveway). I have not been refunded and at this time there is no schedule pick up. I would like this flooring out of my yard and my money back. Now I have a bunch of hospital bills to pay.

  Business Response

  Date: 05/09/2025

   

  We appreciate the opportunity to respond to the concern submitted by our customer, ******, regarding her recent flooring purchase with LL Flooring. Our goal is always to ensure that each customer is treated with care and that issues are resolved in a fair and timely manner.
  On March 28, 2025, ****** placed an order for 51 boxes of prefinished hardwood flooring through our ********, ** location. The order was picked up from the store on April 8, 2025. Shortly after, on April 10, 2025, ****** reached out to notify us that the flooring appeared to be damaged, showing signs of possible insect holes, and did not meet her expectations based on the product photos online.
  We responded promptly to her concern and escalated the issue to our ************* team. To evaluate the condition of the material, we requested that one box be sent to our ***************** (QA) facility for inspection. A prepaid ***** shipping label was provided to ****** on April 16, and the box was picked up and delivered to our ************* in ******** by April 23.
  On April 28, 2025, our QA team confirmed a valid product defect. Following this, ****** was informed that we would arrange for the full pickup of the remaining material. A pickup was scheduled for May 1, 2025, but unfortunately, the transportation carrier was unable to complete the pickup due to an equipment issue with their pallet ***** ****** notified us of the failed attempt, and we acknowledge the significant inconvenience this has caused her and her family.
  As of May 5, 2025, we spoke with ****** again to provide updates and to offer an alternative resolution: due to the valid QA finding of 18.5% waste (above the 10% industry threshold), we proposed sending 5 additional boxes to cover the overage if she preferred to keep the flooring. However, ****** indicated a preference to return the product entirely and receive a full refund. We are actively working on coordinating another pickup that can be completed successfully, and once the product is returned to us, a refund will be processed promptly.
  On May 7, 2025  We left a voice mail for ****** following up with her regarding our last conversation and letting her know we are concerned about the flooring being outside for so many days. We have asked that she call us back as this is still and active case. 
  
  Please be assured that our team is committed to resolving this matter as quickly and compassionately as possible. We will continue to stay in direct contact with ****** until the product is successfully removed and the refund is issued or if she accepts the 5 boxes as a resolution to her concerns. 

  Customer Answer

  Date: 05/09/2025

  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 was contacted by customer care asking if the trucking company has come and picked up the wood on a few occasions now. I have not heard anything from them of a time or date in which they plan to pick this up.

  I would like someone to pick up this product- I do not want more flooring. You sold me bug infested wood and I dont trust youre company. There are holes straight through almost every board and the 18.5% waste is not accurate as if we cut off each piece we lose the tongue in groove portion to link the boards together.

  Please send someone to pick this up and refund me in full.

  Regards,
  
  ****** ****
  
  
  
  

  
  

  Business Response

  Date: 05/30/2025

  The customers product was picked up on May 16th, 2025. After the product was received, Lumber Liquidators issued a credit for the full amount of the return that was processed on May 19th, 2025, even though the product had been stored outdoors for 15 days and damaged by natural elements. A subsequent credit was processed on May 22nd, 2025, to replace the material that was purchased, but not returned, as it had been sent in for Quality Testing.
  
  As a full refund has been issued and the matter fully addressed, we now consider the case closed.

• Initial Complaint

  Date:05/25/2025

  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.

  We went in and met with a new associate who had us get an estimate to finish our house. The contractor wrote everything up and the associate was unable to give me the final pricing for at least a week. He pressured us to buy flooring during a sale in between and assured he couldnt even give us the full cost as it would take him a few hours to finish the estimate based on what the contractor wrote up.We bought the flooring anyways as we really wanted to update our space and didnt want to lose out on the sale pricing. I then paid full price for the job a month in advance with a date set on the calendar.The day before the install we realized that they never called us to get the flooring like had happened the year before. I called and the associate blamed another associate who was now no longer working there and presumably told me it was the person who was no longer working theres fault. He said all of our flooring was in and we had to pick it up or reschedule the install bc someone just forgot to call us. We have a 3 month old baby and had to pay someone $150 to pick this up last minute on a Sunday.The installer came the next day and the whole entire flooring for the stairs was missing. He couldnt start the install without completing or he wouldnt get paid. We called the store and were told the whole order has not come in and it was no ones fault. Later we found out they forgot to order the flooring for the stairs which was now discontinued. It took over another month to get in what we had already paid for in full by them calling other stores to get pieces shipped bc they screwed up. We were trying to list our house and this delayed our sale.There was no compensation offered, no apologies. We had no problem with the contractor but will never ever use this store again. Buyer beware! Caused us a huge headache and time and money. We moved all of our furniture twice as well ourselves in a household with three kids including a baby.

  Business Response

  Date: 05/30/2025

  We apologize for the frustrating experience you had with your flooring project.
  We fully acknowledge that the installation was prematurely scheduled and could have been avoided by confirming material availability on site before a date was set. We sincerely regret that this led to additional disruptions.
  Your feedback is incredibly valuable, and we appreciate you taking the time to share your experience. We take full ownership of what went wrong, and we are using this situation as an opportunity to evaluate and improve our internal processes to ensure that future customers do not face similar issues. While we recognize that this does not undo the frustration you endured, please know that we are committed to making meaningful changes.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23377016
  
  I am rejecting this response because: I paid in full for materials that were discontinued and never even ordered until discovered unordered on the install date.   This is not scheduling the install date wrong this is you taking my money over a month in advance and forgetting to order the material.  I would like a monetary award back for the frustration and reject this response.  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/11/2025

  We apologize for any inconvenience this may have caused; however an installation service should not be scheduled until all materials are on site. We acknowledge there was a delay in the production of the custom stair products due to an oversight on the ordering process, however the products were ordered and installed, as purchased.Given the materials purchased were received and the services were rendered,there would not be any further action taken, and a monetary award would not be issued.

  
  We have included the relevant terms of the installation warranty below.

  
  Remedies and Limitations
  Lumber Liquidators will have sole discretion whether the remedy is repair or replacement. Repair or replacement are the sole remedies under the Installation Warranty.
  With respect to any claim made by the customer, it is understood that the customer will not have the right to recover or request compensation for, and Lumber Liquidators shall not be liable for, any of the following items:
  Incidental, consequential, secondary, or punitive damages;
  Damages for aggravation, mental anguish, emotional distress, or pain and suffering;
  Costs exceeding the total contract amount for the project; or
  Attorneys fees or costs.
  Lumber Liquidators makes no other warranty, express or implied, other than as set forth herein; These limitations shall be enforceable to the extent permitted by law.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23377016
  
  I am rejecting this response because: you guys took my money and never ordered the product.  You held onto it and then caused a wait time to get a discontinued product. The purchaser did not get the product in a timely nor satisfactory fashion. A refund or partial compensation is indicated.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 06/11/2025

  This is not a good faith response by the company. They cost me extra $$ to get supplies delivered and they scheduled the installation without properly ordering the supplies.  They waited so long to order and held my money for an order that was never ordered that it was now discontinued and they had to get from multiple other stores. I should be reimbursed