Business Profile

Floor Materials

LL Flooring

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Complaints

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

Customer Complaints Summary

388 total complaints in the last 3 years.
112 complaints closed in the last 12 months.

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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:03/01/2025
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,

******* *****
Initial Complaint
Date:12/20/2024
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.
On 8/30/24, I purchased flooring materials and installation services from LL Flooring. The total for the installation was $3,232.72, and the total for the materials was $6,148.66. After LL Flooring went out of business, I received a refund for the materials that were never delivered, but the installation fee was not refunded. Despite the installation services never being provided, the store failed to process a refund for this portion before closing.I filed a dispute with my credit card company on 10/18/24, but it was declined on 11/26/24. I have documentation showing the installer was never paid and that I had to pay out of pocket to complete the installation. LL Flooring has made no attempt to resolve this issue, leaving me financially responsible for services they failed to provide. I am seeking a resolution to recover the $3,232.72 paid for the unfulfilled installation services.
Business Response
Date: 12/20/2024
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.
If you believe you have a claim against the Company, including relating to a warranty that is no longer being honored, you may get additional information regarding how to file a claim on a website administered by our claim's agent, Stretto, at **********************************************; or by emailing Stretto at ***********************************************. Additionally, as part of the Chapter 11 Bankruptcy process, all checks issued by LL Flooring that were not cashed or printed at the time of filing, August 11th, 2024, were placed on a stop payment. We apologize for this inconvenience.
Initial Complaint
Date:12/17/2024
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 flooring back in may 2024. We had unopened boxes to return and they are refusing and saying they changed names. The name change occurred in 2022. I have called the 800 number numerous times to get a call back and cant talk to anyone, nor get a call back.
Business Response
Date: 12/20/2024
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. LL Flooring is now in the final stages of its liquidation and has no on-going LL Flooring stores or operations. Flooring in liquidating stores is being sold All Sales Final (as is, no warranty, no returns). As a result, LL Flooring is unable to accept returns or exchanges, regardless of when or where you purchased your flooring. Any unopened boxes or unused excess materials you have can prove valuable, as over time you may want to do additional projects in the space or in an adjacent space and may need those materials in the future.
Customer Answer
Date: 12/20/2024
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 stores and assets were sold to a company currently operating lumber liquidators flooring. This is an unacceptable response.

Regards,

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

Business Response
Date: 12/20/2024
Although Lumber Liquidators purchased certain assets from *** as part a bankruptcy order;Lumber Liquidators did not purchase the liability associated with product or installation. Lumber Liquidators is a different *** from LLF,therefore are not able to offer this customer any other solution at this time. ********************** cannot accept returns purchased at LLF. If you feel you have a claim please contact Stretto, at ************************************************* by emailing Stretto at ******************************************* note we will not take any further action and close this matter.

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LL Flooring is NOT a BBB Accredited Business.