Complaints

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

close

Find a Location

LL Flooring has 360 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  LL Flooring

  4901 Bakers Mill Ln Richmond, VA 23230-2431

• 

  LL Flooring

  9990 Robious Rd N Chesterfld, VA 23235-4836

• 

  LL Flooring

  2707 N Rolling Rd Ste 106 Baltimore, MD 21244-2157

• 

  LL Flooring

  7311 Grove Rd Ste N Frederick, MD 21704-3300

• 

  LL Flooring

  585A E Ordnance Rd Glen Burnie, MD 21060-6555

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:08/23/2024

  Type:Product 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.

  We bought flooring from LL flooring. The floors are just over a year old and stains that are not removable keep popping up on the floors. We have put a claim in with LL but have not heard back and no one will return our calls.

  Business Response

  Date: 08/29/2024

  Good Morning, 

  The information provided is not pulling up anything in our system to be able to better assist the customer. We would need to have the order number, or the Customer Number to be able to access the account to be able to look into this for the customer.

  Thank you, 

  ********************** 

  Customer Answer

  Date: 08/29/2024

  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 have provided further information so they can look up our account. Our ******************** account is under the name *************************************. Email: ********************* phone number: ************ address: ************************************

  This should be all the information they need to properly look up our account.

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

  
  

  Customer Answer

  Date: 08/30/2024

  We do not have a customer number or order number. The information below is how they have looked up our account when we have spoken to them. We were never given any number or anything else. The person in charge of our original complaint at LL Flooring was named ***************. The information below is what our account is listed under and what we have always provided when speaking to someone at LL flooring. 

  *************************************

  ****************************************************************

  ************

  *********************

  Business Response

  Date: 09/04/2024

  Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. At this time, the case file is under review with the case manager. Once a determination is made, the case manager will contact the consumer directly. Please advise if anything further needs to be addressed.

  Customer Answer

  Date: 09/04/2024

  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.
  
  We originally contacted LL flooring regarding the issues with our floors on July 29, 2024. We a case was started and we were told to get an inspection by an inspector certified with the national hardwood association. They did not give us a name or anything other useful information. We found 1 inspector who met this criteria but he lives hours away and it would cost over $1000 just to have him come out and inspect. We have tried to contact LL flooring numerous times since July 29 to see how we should proceed and we have never been able to speak to our case manager or her supervisor. We have been told on at least 10 occasions we would get a call back and we have not. Our floors are continuing to have issues and we are very upset and do not know what to do from hear as we cannot even get a response or call back
  
  Regards,
  
  *****************************
  
  
  
  
  

  Customer Answer

  Date: 09/05/2024

  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 am not sure how to get someone to call us back. We were told over a month someone would call us back and no one will. It is very frustrating! 
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:08/20/2024

  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 3/4 white oak Bellawood ****************************************** from LL Flooring on 5/20/2024 in the amount of $20,493.29. this flooring is supposed to be pre finished, ready to install flooring. My contractor installed approximately 1500 sqft of approximately 2500 sqft when we realized that there were several unfinished pieces throughout our flooring. Upon further inspection, it appears that they are missing their protective top coat of aluminum oxide. We contacted LL flooring and they instructed us to stop installing the flooring immediately until we came to a resolution. It has been 3 weeks with no resolution and no call back from customer care. We finally received a response that they don't believe there is an issue and nothing will be done. I have wood throughout my house that is so rough in places that my toddlers will have splinters if we don't do something about it. LL flooring has refused to take any action or accept any blame in this matter. I want my flooring replaced or my money refunded so that I can take my business elsewhere.

  Business Response

  Date: 08/26/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we are in review of the consumer's flooring conditions in accordance with our product and installation warranty guidelines.At this time, the consumer has sent in flooring to be tested by our quality department regarding his concerns. The flooring that was sent in for testing has met LL quality standards, no manufacturing concerns were found, The consumer can expect to be contacted by their case representative for further assistance.

  Customer Answer

  Date: 08/26/2024

  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.
  
  LL flooring says that our product meets standards but there are pieces in every box that are completely raw wood when we bought pre finished flooring. We have had to start sorting all of the wood and each box has at least 3 pieces of raw wood. Most boxes have way more than 3 pieces. Our case manager is non existent and is not speaking to us about any of this. The district manager had to give us an update on our case. LL flooring wants to claim this product is good so that they don't have to compensate us for this mistake. There should never be raw wood in the box when you buy pre finished flooring. The prod should be ready to install. Instead, we have spent our time and effort sorting all of the product to pick out all of the unfinished wood. This is unacceptable. This is a manufacturing error that at this point, I'm sure LL flooring is purposely doing to get rid of the bad wood. It is a shame that we spent such a large amount of money on a product that a company refuses to stand behind. Feel free to send a representative to my house. We can open a box together. There will most definitely be pieces of unfinished wood in EVERY box that we purchased. Unreal. Do better LL flooring. Take care of the customers that have been taking care of you. 
  
  Regards,
  
  Bryli *****
  
  
  
  
  

  Business Response

  Date: 08/29/2024

  Thank you for submitting the consumers concerns. Based off of the consumers concerns the flooring has a waste factor tolerance  of 10% being that he pulled 1or 2 boards out of the box that has finish missing would be considered apart of the waste factor. The consumers concerns where tested based on the complaint of the sheen by LL quality department ,once reviewed by the quality team the flooring met LL standards.

  Customer Answer

  Date: 08/29/2024

  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.
  
  This is the first acknowledgement by LL Flooring that the sheen IS actually missing. Everyone else has basically acted like the flooring is just fine and that we are crazy. The problem is that we bought PRE FINISHED flooring and my contractor in all of his 40 years of business installing hardwood floors has never had pre finished flooring not actually be finished so he wasn't looking for it. He picked out all of the splits, dings, bad wood. Sorted all of the different sizes to install it appropriately but no one was checking the pre finished wood for no finish! We have asked LL flooring to send us top coat and stain to accommodate the wood that doesn't have a finish on it and we will handle it ourselves since they aren't willing to fix it any other way. This would be a very cheap fix for LL flooring. We have boxes and boxes of raw wood and pieces missing the top coat. We have also asked for our box of flooring back and we have had no movement on that. So far, we can't get the stain and top coat and we can't get our whole box of flooring back that we paid for. This would be a very cheap and easy fix if LL Flooring wanted to fix this. I have attached pictures of raw wood, a cut off piece that was included in a box, and pictures of raw wood installed in my floor. Also, we have tried to get ******* our customer care specialist to call us and he refuses to do so. He has only wanted to respond by email, which is unacceptable in my opinion. 

  
  Regards,
  
  Bryli *****
  
  
  
  

  
  

  Business Response

  Date: 09/04/2024

  Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. After review,the determination of the case file is final and the case file will remain closed as the concerns are non-warrantable. We encourage the consumer to contact the case manager if more information is needed regarding this matter.Please advise if anything further needs to be addressed.

  Customer Answer

  Date: 09/06/2024

  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.
  
  All we asked for was top coat and stain to finish the boxes upon boxes of flooring that we have that is unfinished so that we can finish our flooring since a lot of the wood we purchased was unusable after we started sorting it. We also asked for our box of flooring back that we paid for and we haven't received that either. This company is a joke. No wonder they have had to change their name and are now filing for bankruptcy. We clearly have an issue with our flooring and they will do nothing about it. This is an issue that they either know about and try to sneak in to fill boxes with unusable wood or an issue that we have brought to their attention and they refuse to do anything about Either way, LL flooring doesn't want to make it right and stand behind their product. This means that the 100 year warranty that they offer means absolutely nothing because they won't honor the warranty. 
  
  Regards,
  
  Bryli *****
  
  
  
  
  

• Initial Complaint

  Date:08/18/2024

  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.

  My complaint is against the company - not the store- and how my complaint was handled. Never once did they send someone to see the issue with my floor, even when I asked. My complaint was not handled at all by the first rep and they assigned a different one, *****, who was impossible to get in touch with. The trim was awful. Just chunks placed over sections of the wall. Never cut in. Looked very unprofessional. They never once gave me the option of pulling off the trim. Just quoted for the quarter round. This is my first time buying vinyl flooring and I figured by going with a reputable company Id have a decent job done. The installer even wanted to put white trim against my wood cupboards and wood flooring. We stopped them and got our own wood trim. We actually replaced all the trim. Now they dont want to honor the warranty per *****.

  Business Response

  Date: 08/19/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we have reviewed the consumer's flooring conditions in accordance with our product and installation warranty guidelines.  The consumer signed off on the installation paperwork stating that she was very pleased with the installation. The consumer removed the trim after installation , therefore LL did not have a chance to investigate the consumer concerns as removing the trim also voided her warranty of the product. 

  Customer Answer

  Date: 08/19/2024

  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: 08/21/2024

  I am writing in regards to the claim number above.  I was not able to answer the last correspondence with you.  What I wanted to tell the company was that the installers finished the flooring quite late. We were using a flash light on the floor for them to clean the glue off of it.  They handed me the form which I did sign. The next morning when we actually saw the floor we called the installer right away. They did come over. The only answer we had from them was thats the way they do it here. They did say theyd come replace trim but we never heard from them after that. Thats when I got ahold of the store. And this is where I am at.

  Business Response

  Date: 08/26/2024

  According to our records the consumer removed the trim before the installers could come in to assess  what the concerns were, therefore this voided her warranty . We do regret to hear that the consumer did not find the results satisfactory. Her case representative was handling her case based on the product warranty. At this time there`s nothing further that LL can assist with.

  Customer Answer

  Date: 08/26/2024

  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.
  
  They never even had the kitchen trim on because I did not want white trim on my wood cabinets and my wood flooring.  Why was that ok to pass the first time? They didnt plan to come back and replace that either.  Maybe you should talk to the guys who actually installed the product.  
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:08/15/2024

  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.

  Collapsing & Cracking of Edges of Flooring:In many areas of my home, the edges of the plank, near the joint (about 1/4" above) have collapsed and cracked exposing the joint and in one case, cracked completely. These issues persist despite my meticulous adherence to the installation guidelines provided by LL Flooring. The flooring is rated at 12 MIL (5 mm), a standard expected to last up to 5 years in residential homes with light usage. Remarkably, my wife and I, are the only people walking on this floor and we have experienced these issues within just 14 months. I have reached out to LL FLOORING through ********* email, and phone call after creating my warranty case with them and I have not heard anything. The last time I heard from my case manager was when she told me to deliver a box of the flooring to my nearest store to be sent for testing. She said I would hear back in 2 weeks. They continue to ignore me while my flooring fails in so many places. I maintained all requirements set forth in the warranty documentation provided by them and they do not want to give me a refund for this horrible product.

  Business Response

  Date: 08/20/2024

  We have offered the customer a Sample Quality Test; however, the customer was unable to provide a sufficient amount materials to properly conduct the test. As a result, full testing could not be performed. It is essential that materials from the original purchase are used for testing to ensure that any concerns the customer is experiencing are accurately addressed. The testing facility requires one full unopened box but will do their best to attempt a quality test with less material if that is the customers only option. In this case it was an insufficient amount to complete a test. 
  Please note that a sample review will not resolve this type of issue. Typically, such concerns are related to installation or subfloor irregularities. We recommend that the customer commission a home inspection to verify that the material was installed correctly, as outlined in the Warranty, Install, and Care Guidelines available on our company website under the specific product purchased. If the inspection results indicate a material issue, LL Flooring will take appropriate action to resolve the customers concerns.
  At this time, it has not been determined whether the issues are due to the materials, installation, or site-related conditions. Based on the evidence provided, the problems the customer is experiencing appear to be installation or site-related. We highly recommend a third-party inspection for the customer.

  Thank you,

  **********************. 

   

   

  Customer Answer

  Date: 08/30/2024

  Subject: Unacceptable Handling of Warranty Claim - Immediate Action Required
  
  Dear LL Flooring Team,
  
  I am extremely disappointed with how LL Flooring has handled my warranty claim. Your recent response is not only evasive but also fails to address the fundamental issues Ive been facing.
  
  Lack of Communication and Transparency: At no point was I informed by your ***********, IL store associate or my case manager, *****, that I needed to provide an UNOPENED box of flooring for the Sample Quality Test. If this requirement was so crucial, why wasnt it communicated upfront? Additionally, ***** stopped responding to my emails after I provided the one box of flooring to the *********** location. How can you excuse this type of communication? Your claim that what I provided was insufficient is the first Ive heard of this. It appears that LL Flooring was hoping I wouldnt follow up, given the lack of response to my emails and ******** messages. I have documented evidence of your failure to respond.
  
  Shady Practices and Delayed Responses: Why is it that I had to escalate this issue to the Better Business Bureau (BBB) to get any sort of update from LL Flooring? This is not only unprofessional but also highly suspect. Your lack of responsiveness until a formal complaint was filed speaks volumes about your company's customer service and ethical standards. Is this how LL Flooring treats all its customersignoring them until they are forced to take action through external channels?
  
  Unjustified Deflection: After all the steps I took, including adhering to the manufacturers instructions and providing the requested materials, you now attempt to deflect responsibility by suggesting the issue might be related to installation or subfloor irregularities. To suggest that I now need to hire a third-party inspector is unacceptable. What happened to the lifetime warranty? I followed all the instructions provided by LL Flooring, yet you have nothing to report to me?
  
  I expect an immediate and thorough resolution to this issue. I am no longer interested in excuses or deflectionsonly results. Should LL Flooring continue to neglect its responsibility, I will not hesitate to escalate this matter further, including but not limited to additional complaints to consumer protection agencies, legal action, and public reviews of your companys unethical business practices.
  
  In light of the ongoing issues with my warranty claim, I feel it is important to highlight the serious concerns that have arisen. Based on the current handling of my case, there may be grounds to explore potential claims related to breach of warranty and possible violations of consumer protection laws. My intent is to resolve this issue promptly and amicably, but I must also be prepared to protect my rights as a consumer. I urge you to take this matter seriously and work with me to find a solution.  
  I look forward to your prompt response.
  
  Sincerely,
  
  ***** W *****
  ************

  Business Response

  Date: 09/09/2024

  Hello and thank you for the inquiry. According to record, the samples submitted for testing were deemed INSUFFICIENT as they were not full planks. In order to conduct an accurate analysis, it is recommended to submit a full, unopened box of material. For any questions regarding the process, we recommend the consumer contact the case manager directly. 

  Customer Answer

  Date: 09/09/2024

  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 respectfully disagree with your conclusion that the issue is installation-related as indicated by the attached email which was sent for me 2 months later by my Case Manager, ***** G of LL Flooring. I would like to highlight the following facts:

  Use of Moisture Barrier: Contrary to the claim made in your email, I did, in fact, use a water vapor barrier underlayment during installation. This was clearly mentioned in my initial email to ****** ******* of LL Flooring. I have both receipts from the vendor where the underlayment was purchased and time-stamped photographs taken during installation, which clearly show the underlayment in place. While I purchased this underlayment from a third-party vendor, it fully adheres to the manufacturer's guidelines for moisture protection.

  Misrepresentation of Facts: The decision to deny my claim based on an absence of moisture protection is both inaccurate and unfair. The invoice provided to you does not contain an underlayment purchase because it was not bought from LL Flooring, but this does not negate the fact that the necessary underlayment was installed. As per the manufacturers installation guidelines, which I have followed to the letter, a moisture barrier was used as required. Where did ***** G ascertain that one was not used?
  

  Adherence to Manufacturer Guidelines: I have ensured that my installation complies with all of the manufacturer's Warranty, Installation, and Care Guidelines. As such, the cracks appearing in the flooring are not due to site conditions or improper installation but are likely related to the quality of the flooring material itself.

  Prolonging the Process During Bankruptcy: It is evident that LL Flooring is attempting to delay or avoid honoring valid claims during its bankruptcy process. I will not allow my claim to be unjustly denied or delayed. This matter must be resolved immediately.
  

  Additionally, I would like to highlight that this case would have never progressed had I not filed a complaint with the Better Business Bureau (BBB). My warranty claim was initiated in early June, but I did not receive any substantial communication until September 7, when ***** G finally reached out. Before that, I had only spoken to ***** once in early July, and there was complete silence from LL Flooring for months.
  This delay is completely unacceptable, and LL Floorings lack of communication throughout the summer further indicates the neglect and mishandling of my claim.
  I demand that you review the case in light of the evidence I have provided and honor the warranty as per the guidelines. Failure to do so will result in me escalating this issue to the appropriate legal and consumer protection authorities without further notice.
  

  Please confirm how LL Flooring will proceed in a timely manner, and refrain from prolonging this process any further. At this point, with the gross negligence I have experienced as a customer of **********************, I feel it is YOUR responsibility to hire a third-party inspection of the flooring. I have been misrepresented, lied to, and ignored from you all for months. All my reviews that I leave on your website are censored. This is simply unacceptable and I will not stop until you are held accountable. I am not interested in the phony and bogus excuses you are making up along the way. 

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

  
  

  Business Response

  Date: 09/18/2024

  Good evening,
  
       After further review of this case file, It has been determined that a material defect has not been found at this time and we are unable to identify to root cause of their concern. We suggest a 3rd party inspection that must be paid for upfront by the customer, if the report states that the materials are defective or causing issues then LL will take appropriate actions and reimburse the inspection fees and provide a resolution for the customer.  The customer can choose any inspector they wish as long as they are a certified and carry credentials for inspections (**** preferred). This is set up to remove LL from the inspection process to provide an unbiased assessment of the project.  At this time, we do not have evidence to support this is an issue covered under LLs warranty. Typically concerns like this are site or install related.  A 3rd party inspection is the best route to provide the root cause of the customers issue. They may file a new claim during the warranty period if they acquire new information supporting a claim under the terms of LLs warranty. Otherwise, we will not take any further action.

   

  Thank you,

• Initial Complaint

  Date:08/15/2024

  Type:Sales and Advertising 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.

  Purchased material prior to close out and now they have changed policy to no returns. This policy was not in place at time of purchase and in addition I was verbally told I could return any in opened boxes

  Business Response

  Date: 08/19/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our record the store that the consumer made his purchase from is closing . therefore this store is not accepting any returns or exchanges. The consumer can take any unopen boxes to another LL store for return.

  Customer Answer

  Date: 08/19/2024

  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.
  
  There was no offer made except drive 2 hrs each way to another store. I purchased material in good faith that the store would honor what is written on website and was verbally communicated to me. I'm seeing no action on their part to resolve
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 08/26/2024

  Due to unforeseen circumstances the closing store are not able to accept any exchanges or returns. Sorry for any inconvenience this may have caused the consumer, 

• Initial Complaint

  Date:08/06/2024

  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.

  Flooring purchased in April 2024 was shipped to local store for storage until summer renos. We took possession 6/8/24 for acclimation in room temp home. Licensed professional w/ 40 yrs. experience installed 6/26-7/1/24. Wall painters finished 7/17. Post construction cleaning (light mop for dust removal) on 7/18 resulted in many areas of splintered veneer to bare plywood. Product has 50 yr. warranty, but didn't survive one cleaning. Filed claim 7/20/24 at store. Received e-mail from merchant same day stating they would assign investigator when they received pictures. We sent link to many photos 7/21 asking for a ***ly if they couldn't be viewed in that format. They called 7/24 to ask questions and said to send pics in a different format. It took three e-mails before a *** acknowledged receipt of them (right format all times). As of 8/5 no investigator had come. This delayed the occupancy of our home so we had to arrange for floor ***lacement a a different merchant and need a total refund of monies paid for flooring minus return of surplus. Flooring charges minus surplus returned = $4,429.12 owed for defective product. PHOTOS: *************************************************************************************************************************************************** They finally had **** call on 8/6, who claims we voided warranty by opening our box of spare. A requirement to save a box is not stated in the warranty, nor was it stated by a sales associate at the time of purchase nor at the time of returning the unopened surplus. Warranty states: Retain a box label and keep on file with your receipt for future reference. ***************** up on me when I insisted I had read the warranty and knew it wasn't in there. Phone call was recorded. Offered to return flooring. ***** store mgr., *********************, wrote: We do not return used material to the store. If you are not keeping it as it sounds, you will need to take it to an appropriate dumping site.

  Business Response

  Date: 08/14/2024

  Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. On 8/6, the case manager contacted the consumer and educated on the warranty coverage and the options available for investigation. The consumer declined to move forward with the options provided. We encourage the consumer speak with the case manager directly for further assistance. Please advise if anything further needs to be addressed.

  Customer Answer

  Date: 08/14/2024

  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.
  

  
  **** provided NO resolution options for us to have declined. We have a recorded phone call in which he stated that LL Flooring cannot help us as we voided a 50 year warranty by not retaining an UNOPENED box of flooring.  The attached pictures show we were required to maintain a box LABEL and that we did.  We proceeded with contracting replacement of this defective flooring through someone else because **** effectively closed our warranty claim and are still in need of a full refund that doesn't begin to compensate us for all of our installation costs and the loss of use of our home over the weeks since filing the claim.
  
  Regards,
  
  *************************
  
  
  
  

  
  

  Business Response

  Date: 08/20/2024

  Hello and thank you for the inquiry. According to record, the warranty case file is not closed. We are still pending an update from the consumer to continue the investigation process. The case manager explained all processes to move forward to which the consumer declined. We encourage the consumer contact the case manager directly to move forward with the warranty process. 

  Customer Answer

  Date: 08/20/2024

  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 following sentence of your response is completely false. "The case manager explained all processes to move forward to which the consumer declined."  LL Flooring is NOT resolving anything.  Nothing has been asked of us and there have been no steps forward explained to us.  Again, we have a recorded phone call in which no recourse was offered.  Ms.  *******, who is not the case manager, has now told my husband she is going to try to find a box of flooring to test. It is not our responsibility to provide flooring to test according to the warranty. Regardless, testing a piece of flooring from a sealed box from a different warehouse would be a substandard investigation of product defects.  Ours stayed in storage at your Knoxville store for almost two months, was acclimated in our room temperature home for almost ************************************************************************************************** that same room temperature home.  That series of events was all represented to be appropriate handling of the material by LL Flooring and yet, FOLLOWING THOSE EVENTS, the floors delaminated during the first cleaning. Hypothetically, finding there to be no issue with the lamination on a piece from a sealed box when it hasn't undergone all of the same events doesn't seem relevant.  This is a new product line and it failed right away when handled and installed according to **'s instructions.  We would like a full refund of the product.  The attached receipts show the two orders of REPLACEMENT product purchased the morning after **** told us (8/6/24) that we had voided our warranty by not saving an unopened box of flooring.  This is proof the floor was very defective and needed to be replaced for us to occupy our home.  We need a FULL refund of the LL Flooring purchase to cover these expenses.  This doesn't begin to compensate us for the cost of destruction of LL's defective product, installation of the replacement floor, professional repainting of baseboards (which had just been professionally painted during the renovations), and leaving our home vacant for several weeks.  We also couldn't afford wood replacement and the vinyl we are living with didn't require the underlayment, so the cost of that is all a loss as well.  This has cost us thousands of dollars beyond the defective product itself.  

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

  
  

  Business Response

  Date: 08/22/2024

  Hello and thank you for the inquiry. According to the case file, a box is attempting to be secured for sample testing. An update will be provided by the case manager as new information is available. Please advise if anything further is needing to be addressed.

  Customer Answer

  Date: 08/22/2024

  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.
  

  It has been over a month, and there was ample time for this to happen already if it were actually intended from the beginning to make this situation right.  We have already had to replace the flooring, which took place following a case closure according to ****, LL's representative.  This "reopening" only took place when my husband copied every store (over 400) on an email to the CEO.  The only resolution is a complete refund of the product.  
  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  Date:08/04/2024

  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.

  The problem began on 4/14/24. We purchased a floor that was later determined and tested to be deemed not appropriate for retail. The floor has many issues that includes chipping and required an additional purchase of 3 boxes. Due to the fact that the floor should have never been sold to customers in the first place because it did not pass inspection, the company is willing to give store credit, but not provide removal and installation. They state that the diy policy does not cover installation. The policies are contradictory. They clearly are in violation of their own policy, but expect us to follow the diy policy. It seems they do not have an appropriate inspection process, the customer should not be held liable. I am a 72 year old senior citizen, it was hard enough laying the floor, now they are expecting me to remove it and then lay another one. This is unacceptable and un-ethical. I am simply for them to fully refund my money, to cover both purchases (not in store credit). Or they can remove and install a new floor at no charge to me.

  Business Response

  Date: 08/15/2024

  Good Morning,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Customer Answer

  Date: 08/16/2024

  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:08/02/2024

  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.

  A contractor of LL Flooring put in an incorrect order for us; wrong size hardwood and prefinished when it wasn't supposed to be. There were also items not sent, such as shoe and nails. LL Flooring did not deliver correct materials to a job site; I received pieces of trim that was for another job delivery. I returned what we received, and have an outstanding refund due to me of $705.18. Stores and managers and customer service are not resolving my issue.

  Business Response

  Date: 08/05/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, the consumer did make a return on 7/24/2024 and 7/25/2025.At this time, the consumer can expect to be contacted by the store that handled the consumer return. They will be able to better assist the consumer with the amount that they are stating that is owe...

  Customer Answer

  Date: 08/06/2024

  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 store has said they will get back with me countless times, or that a GM or manager will call me, and they have not. I have called every other day for several weeks now. I have gone to the store personally 3 times. Therefore, I do not trust they will refund the remaining $705.18 that is owed to me. Please do what is necessary to obtain this refund for me this week. 
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:08/01/2024

  Type:Product 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.

  I bought Bamboo Flooring from Lumber Liquidators (now LL Flooring) and was awarded a settlement in the class action lawsuit. I misplaced my (approx) $1,184 voucher card for credit to buy more products from LL Flooring. I have called in 6 times since March and have been promised a replacement voucher card every time, and been reassured that my card's expiration date would be extended to make sure I can use it, but have not received a replacement voucher card or any promised return phone calls. It is clear that LL Flooring has no intention of making good on my settlement, which was poor to begin with given that I installed 3K ft2 of the defective flooring that has begun to warp and discolor. I see here that they are considering filing for bankruptcy, which explains it all. They should have to make good on all settlements before being allowed off the hook. Those of us who ended up with defective flooring and very little settlement for it should not be allowed to be screwed completely.

  Business Response

  Date: 08/07/2024

  Hello and thank you for the inquiry. The consumer was provided the contact information for the settlement administrator for the request. LL Flooring cannot assist with this matter. The consumer is encouraged to reach out to the settlement administrator for further assistance. Please advise if anything further needs to be addressed.

  Customer Answer

  Date: 08/08/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:07/29/2024

  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 LVP flooring from LL Flooring in December 2022. In January 2023 we noticed that the flooring was separating farther than the standard gaps and a bubble had formed under some planks in the center of our kitchen- a dangerous tripping hazard for a family since it is located directly in front of our gas stove. We immediately called LL Flooring and was assured that the issues could be fixed. We believed them and were so confident we even paid more money for them to upgrade the previous trim. We did ask that the upgrade not be completed unless the floors could be fixed- and like fools trusted this company to do that. After the trim was installed, we were upset to find the other issues still existed. We were told we just needed to kick the offending boards whenever this happened. Needing to kick planks into place is not a fix! We've called repeatedly, for a period of time we were ignored, reached out to the *** on LinkedIn, and allowed numerous people into our home on numerous occasions to try to fix the issues. At this time LL Flooring has now said the only "option" we have is to sign paperwork stating that they will come out one more time to fix the issues and after that we are no longer allowed to call or have any recourse because we are well out of our warranty period. These are the same issues in the exact same areas that we've been complaining about now for over a year. Nothing has been done. We want a refund for this defective flooring and do not wish to go through LL Flooring for the replacement! A cash refund is all that is acceptable at this point.

  Business Response

  Date: 08/01/2024

  Hello and thank you for the inquiry. Per the agreement letter, the case manager is offering to cover the repair cost in full as a gesture of goodwill. The repair plan cannot be put in place unless authorized by the consumer via signature. Please advise if anything further needs to be addressed.

  Customer Answer

  Date: 08/01/2024

  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.
  
  We have spoken with LL Flooring and unfortunately their plan to fix the issue goes against the proper install of their own product. LL wants to send a contractor back to our home, in what would be no less than the 5th time, and this time have the contractor go against factory compliance and glue the flooring to the existing floor below. For reference, this is a floating LVP floor that explicitly states that it needs to float and should not be glued to any surface. Gluing this product down would likely cause more issues to arise since it is not designed for this type of install. This is unfortunately the only solution LL Flooring has offered, with the expressed statement that if we accept and have issues in the future (which will happen if the flooring is installed Incorrectly) we will not be able to have any recourse. 

  We have asked LL Flooring to offer a refund but have been told that the only option available is to accept this flooring install (that goes against product installation standards). This is not acceptable. A fix would be if they could truly fix the flooring under proper installation standards. If that can't be done, we should receive a refund. 

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

  
  

  Business Response

  Date: 08/07/2024

  Hello and thank you for the inquiry. The repair plan extended to the consumer will resolve the concerns reported. Additionally, the case manager advised the repair plan is to sole resolution for the warranty case. We encourage the consumer to contact the case manager directly to pursue next steps. Please advise if anything further needs to be addressed.

  Customer Answer

  Date: 08/10/2024

  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.
  
  This flooring is designed to be a floating floor to prevent moisture from accumulating underneath. Gluing it down will not resolve the issue and may cause more significant problems in the future. Gluing the floor is a temporary solution that will likely lead to further complications. This is based on the installation requirements of the *** manufacturer. This is taken from LL Flooring page for installing the *** Quick-click installation completes the job from start to finish without the need for glue or nails

  
  The only appropriate action, if LL Flooring is genuinely interested in resolving the issue, is to correct the installation. If installing the *** over the original hardwood is not recommended, then the companys sales team should not have advised us to do so. We expected the floor to be properly installed from the beginning and should not have to endure this inconvenience to achieve that. If LL Flooring is unwilling to provide a correct resolution, a refund for the installation is the only acceptable solution so we can hire another company to install the flooring correctly.
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business Response

  Date: 08/14/2024

  Hello and thank you for the inquiry. The repair plan presented to the consumer is the only option available for resolution. We encourage the consumer to contact the case manager for further assistance. Please advise if there is anything further that needs to be addressed.

  Customer Answer

  Date: 08/15/2024

  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.
  
  [LL Flooring has never offered anything other than the initial offer to glue down the previously installed floating floor. It appears LL Flooring would rather spend time and money sending contractors to improperly install flooring than to admit fault and simply issue a refund. We reject their only offer because it goes against the recommended install for this type of flooring and would create bigger issues later.]
  
  Regards,
  
  ***************************