Complaints

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

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  LL Flooring

  4901 Bakers Mill Ln Richmond, VA 23230-2431

• 

  LL Flooring

  4507 Jefferson Davis Hwy Fredericksbrg, VA 22408-4253

• 

  LL Flooring

  7311 Grove Rd Ste N Frederick, MD 21704-3300

• 

  LL Flooring

  158 Railroad Ave Albany, NY 12205-5769

• 

  Lumber Liquidators, Inc.

  651 Connecticut Ave Norwalk, CT 06854-1614

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:12/14/2024

  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.

  They did not dispose of the carpet. We hauled it away to the landfill. Called them 11/15/24 they said they would check on it and call back. They didnt. Called again on 11/19. They said money was paid to the installers. Talked to the installers and they said they werent paid for the dump fee. We were charged for a service that wasnt provided.

  Business Response

  Date: 12/17/2024

  I sincerely apologize for the confusion and frustration you've experienced regarding the carpet disposal.  I completely understand how frustrating this must be for you.  From what you've described, it seems that the service you paid for was not properly fulfilled.  You can contact the installer directly to resolve this matter on your own or you can reach out to LL Flooring's ***************** "Stretto" for more information. 
  
  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.
  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 ***********************************************.

  Customer Answer

  Date: 12/23/2024

  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,
  
  ***** *******
  
  
  LL flooring document of 9/14/24 where they added additional charges AND installers fees DO NOT include Installers name. Worker doing the flooring indicated that his company DID NOT get paid the $400 for dump fee. I have no idea who LL Flooring paid for the work, nor the amount they paid them. I was ******* that they had filed bankruptcy in August, they did not inform us when they sold the flooring on September 3, nor when they added additional charges on September 14th. Isnt that failure to disclose? Isnt that being sneaky and unfaithful as a company to hide important facts from the consumer???
  
  

  Business Response

  Date: 12/26/2024

  The invoice submitted by the installer included the disposal fee, and that was a service they were paid for. The Installation Completion Paperwork that was filled out by both the customer and installer did not detail any changes to the original scope of work. We have contacted the installer to notify them of the reported work that was not performed and requested they consult with the customer directly to discuss this further.

   

  Customer Answer

  Date: 12/28/2024

  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,
  
  ***** *******
  
  There wasnt any Installation completion paperwork filled out. Worker didnt give us any completion forms to fill out on Saturday December 14th when he was there last, and still wasnt completely done. We finished up the trim at the doorway and in front of the tub. So whoever is answering this is way off base. We only have paperwork from LL flooring . No other documents from installers. Like I said before, LL flooring NEVER told us or gave us anything indicating who they hired for installation. We have NO idea what they actually paid the installers. I just know we paid LL flooring $400 for dump fee. 
  
  
  

  Business Response

  Date: 01/02/2025

  I would like to clarify that according to the signed completion paperwork, all services paid for were performed. The signed paperwork includes detailed records of the services rendered, and everything was carried out as per the terms of our agreement with your signature of approval on completion. 
  I understand that your current response suggests a discrepancy with the work performed and documentation provided. This is confirmed by a customer signature on the Installation Completion Form and a signed Customer Satisfaction Check-in Form.
  We are taking your concerns seriously and are carefully reviewing the details to ensure everything is accurately reflected.  Please know that we are following up with the installer regarding your claim to ensure that everything aligns with the documented work.  

• Initial Complaint

  Date:12/14/2024

  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 year ago we had our wood floor put in upstairs. It cracked and we advised Lumber Liquidators several times that we needed it repaired. They never responded and when reaching their store we were advised they were going through reorganization but someone would contact us. We never were contacted and when we contacted them again we were told they no longer were honoring the warranty for their products.

  Business Response

  Date: 12/17/2024

  I want to sincerely apologize for the ongoing frustration you've experienced regarding your wood flooring and the lack of response to your repair request. I completely understand how upsetting it must be to deal with cracked flooring, and I deeply regret that we have not been able to provide the support you expected.  Please keep in mind a labor warranty is held by the installer for 12 months starting from the day of completion.  If this was reported outside the warranty period, then the repair would be deemed billable.  At that point you can use any licensed contractor of your choosing to make the repair at your own expense.  If you are still within warranty you can try to contact the Installer directly.
  Unfortunately, LL Flooring is no longer in business, as the company filed for bankruptcy and has ceased operations. 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. As a result, they are no longer able to honor warranties. I understand that this news may be disappointing, especially considering you reached out multiple times in hopes of resolving the issue. 
  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 ***********************************************.
  
  Once again, I deeply apologize for the inconvenience and confusion caused by this situation. 

• Initial Complaint

  Date:12/12/2024

  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.

  07/31/2024. we ordered a large amount of flooring from LL before the bankruptcy was announced. we were told floor was in stock. We also ordered stair treads, glue, trim and paid extra for in home delivery. we were lied to floor was NOT in stock and was on backorder for 4-6 weeks. we tried to cancel order and were not allowed. we eventually picked up the stair treads and trim and cancelled and were refunded the home delivery portion and the glue portion. However we never received the flooring which was $9,465.19 of the order. As part of the small credit the manager could give us along with the other credits mentioned above, that reduced the flooring portion to $8185.00. we never received flooring and the manager said it was never ordered and will never come in. So we dont have any floor so we are not paying for something we never got. We have filed multiple disputes with *************** the credit card company and someone at LL floor keeps denying it. We are not trying to get something for nothing, we really wanted and really needed the floor(months ago) its too late for that since they never ordered it. We need someone to stop denying the credit card dispute. LL is NOT out any money as they never provided a product. So we need to speak with someone about this, as no one on the phone has ever helped us.

  Business Response

  Date: 12/17/2024

  We apologize for the customers experience regarding their purchase at LL Flooring.
  On August 11, 2024, LL Flooring initiated a voluntary court-supervised process under Chapter 11 of the **** Bankruptcy Code. As a result of the bankruptcy, LL Flooring is now in the final stages of its liquidation and has no on-going LL Flooring stores or operations. 
  
  In response to this, the customer was directed to file a claim with the LL Flooring Bankruptcy Claims Agent, Stretto, to seek a remedy for the order they placed.The Stretto Website supports that they filed a claim for their purchase on September 18th, 2024. The Claim Number is 351. This can be located at the website: **************************************************** is no further action that can be taken by LL Flooring for this matter. 

• Initial Complaint

  Date:12/09/2024

  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.

  Subject: Complaint Regarding Denial of Refund for Unusable Store Credit Dear Better Business Bureau,I am writing to file a formal complaint against [Company Name] regarding an unresolved issue with a store credit that I am rightfully owed. Despite my repeated efforts to resolve this matter directly with the company, I have encountered unprofessional customer service, refusal to provide a refund, and an overall failure to address my concerns.The issue began when I attempted to redeem my store credit. However, I discovered that there are no store locations available in my state, making it impossible for me to access my credit. When I contacted the companys headquarters, I was informed that a record of my store credit still exists. Despite this, the company has refused to issue me a refund by check or any other accessible method.I have made numerous calls to the companys customer service department. Unfortunately, I have been met with dismissive responses, lack of follow-through, and on one occasion, I was even hung up on. This behavior reflects poor customer service and a disregard for resolving valid customer concerns.Given that there are no store locations in my state and I have no other means of accessing my credit, I am requesting a full refund in the form of a check or electronic payment. I believe this is a fair and reasonable resolution under the circumstances.I have kept records of my communications with the company and am willing to provide any additional information necessary Sincerely,******* ****** ***********

  Business Response

  Date: 12/10/2024

  Good morning, we greatly appreciate you bringing your concerns to our attention. As you may be aware, on August 11, 2024, LL initiated a voluntary court-supervised process under Chapter 11 of the ************** Code. You may now hold a general unsecured claim in the amount of the previous goodwill offer. Information regarding how to file a claim through the bankruptcy is available on a website administered by their claim's agent, Stretto,at ************************************************* by emailing Stretto at *************************************

  Customer Answer

  Date: 12/10/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  Per the information on your website, I understand that my claim is considered past the deadline. However, I do not accept this determination, as the stated deadline is November 1, 2024.
  Please note that numerous attempts were made prior to this date to address the matter. While I understand that a claim has since been filed, I believe it should be considered timely based on the outlined deadline.

  I respectfully request a review of my claim and look forward to a refund  and your response. Please let me know if any additional information or documentation is needed to support my case.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  ******* Sudler 

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

  
  

  Business Response

  Date: 12/12/2024

  We sincerely apologize for the frustration this situation may be causing you.
  On April 22nd, LL Flooring extended a goodwill credit to the customer in response to concerns regarding their flooring. This resolution was provided as a gesture of customer satisfaction, rather than under the terms of the warranty.
  On August 11th, LL Flooring filed for bankruptcy and is currently in the process of winding down its operations. As part of this process, the company ceased accepting and processing warranty claims as of September 17th, 2024. This includes all products and services previously sold with warranties, as well as any remedies that were previously offered.
  If you believe you have a claim against the company, including one related to a warranty that is no longer being honored, you may obtain further information on how to file a claim through the website administered by LL Flooring's claims agent, Stretto, at **********************************************, or by emailing Stretto at *************************************

  Customer Answer

  Date: 12/17/2024

  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 reaching out to follow up on a claim I previously submitted with your company. Despite my efforts, I have not received any response or details regarding the status of the claim. Additionally, no one from your company has contacted me to provide clarification or explain any relevant dates associated with the matter.
  Given the lack of communication, I believe this issue remains unresolved. I kindly request an update on the status of my claim and any necessary next steps. Please let me know if further information is required from my end.
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  
  Best regards,
  ******* Sudler 
  
  
  
  

• Initial Complaint

  Date:12/06/2024

  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.

  We purchased engineered hardwood from LL flooring at their location in ****, **. Explained where we would be installing it and were assured it would be an excellent choice. After professional installation, the flooring began coming apart within a matter of days. Weeks in, there are revealed cracks, seams, and flooring pieces lifting up. Its atrocious. Because the flooring is tongue and groove installation, its impossible to appropriately fix it without pulling up all the flooring and redoing it, and the likelihood of being able to reuse this flooring at all is slim due to the fact that the tongue and groove lip breaks incredibly easily. LL flooring has blamed any and all issues on user error and installation, and wont even replace the 3 boxes (~80 sq. ft.) that arrived damaged beyond use. They just say there is nothing they can do, though we were assured when we made the purchase that if we were dissatisfied, they would make it right. There is no resolution in sight and they have since resorted to not answering their phones at any location, which Im sure has been an issue for other customers as well. On top of this, we had difficulty getting the shipment at all as it was more than 3 weeks late and they could not locate a pallet, so we were unable to begin installation for a month longer than they led us to expect.

  Business Response

  Date: 12/10/2024

  Good afternoon, 

     We apologize you are experiencing concerns with your flooring. As you may be aware, on August 11, 2024, LL Flooring 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.
  If you believe you have a claim against LL Flooring, 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 the LL Flooring claims agent, Stretto, at **********************************************; or by emailing Stretto at ***********************************************.

• Initial Complaint

  Date:12/04/2024

  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.

  I submitted an order for baseboards and t-molding to finish my flooring in August, 2024. I waited a few weeks, called the store in *******, ********** to check status, they told me the baseboards (Oak Barrel) was on backorder. I decided to wait. I waited a month. Called again, was told the same thing. I waited a few more weeks, called again, and was told that the store was closing and their computer systems were changing because they were reverting back to Lumber Liquidators. They told me to call back on Tuesday (this was a Thursday) because that's when the store would reopen as "Lumber Liquidators". I called again, was told the baseboards were still on back order. I asked to cancel the order and just get a refund ( I wish I would have done this sooner). I never got the refund. I still haven't received the refund of $1,216.31. I'd like to get that back.

  Business Response

  Date: 12/05/2024

  On August 11, 2024, LL Flooring initiated a voluntary court-supervised process under Chapter 11 of the **** Bankruptcy Code. Lumber Liquidators purchased certain assets through the bankruptcy on October 1st 2024. Lumber Liquidators is in active communication with the manufacturer and customer in efforts to aid in facilitating the materials they purchased at LL Flooring in August, however the products purchased are on backorder. We apologize for the delay and are working on ensuring the products purchased at LL Flooring are in the possession of the customer as quickly as possible. 

  Customer Answer

  Date: 12/05/2024

  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 still unsatisfied with the response because the response is still open-ended. I spent over $1200 with this company for products I have yet to receive and flooring that is still not done in my house. The response I have ever received is "your product is on backorder, there's nothing we can do." There are three alternative actions Lumber Liquidators can do: find me something else that is similar in color/style, give me store credit, or REFUND my money.

   

  
  Regards,
  
  **** ****
  
  
  
  

  
  

  Business Response

  Date: 12/11/2024

  The ************* Team sent an email to **** on December 5th advising they were communicating with the store in efforts to work out resolution options for the backordered product. The store is actively working on communicating with **** to review different products as an exchange for the original product purchased that is on backorder. The order shows that the backordered items have been removed, and the funds **** paid for this product is available in the form of a Store Credit to be applied to a different product of ****** choice. The store and ************* will both follow up on their communication with **** to get the order placed and materials received as quickly as possible. 

• Initial Complaint

  Date:12/03/2024

  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.

  Ordered LVP from LL Flooring, ****** location on Sep 13. before purchasing, I was told I could return the items any time at any of the LL Flooring locations. I received two damaged boxes. Upon calling again , they had changed the policy to return to the same location. I was fine with it. I called them again on Oct 2 and I was told that location is closed and cant take any returns. have been trying to reach out to central location on how to process return and LL Flooring has been unresponsive. My return period window is coming close.

  Business Response

  Date: 12/05/2024

  Good Morning, I understand your frustrations, we do apologize for this. As you may be aware, on August 11, 2024, LL Flooring 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.
  If you believe you have a claim against LL Flooring, 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 the LL Flooring claims agent, Stretto, at **********************************************; or by emailing Stretto at ***********************************************.  

  Customer Answer

  Date: 12/06/2024

  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.
  
  My concern is not about warranty. I need to return part of my order and no store is accepting any returns. even the store where I purchased is closed. I have been trying to reach out to LL Flooring to get the information but they haven't been helpful. Please help me return part of my order.

  
  Regards,
  
  ***** Gala
  
  
  
  

  
  

  Business Response

  Date: 12/12/2024

  
       We appreciate your patronage of LL Flooring and hope you are enjoying your new quality floor.  We sincerely apologize for any inconvenience this may cause, but unfortunately, we are unable to accept returns. Please note that we are not the same company as LL Flooring where you originally made your purchase, and as such, we cannot accept returned items purchased from a different company. Thank you for your patience and cooperation. 
  
  LL Flooring is now in the final stages of its liquidation and will have 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.

  Once again, we truly apologize, and we thank you for understanding.

  
  

  Customer Answer

  Date: 12/12/2024

  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 completely wrong and unethical of LL flooring. When purchasing, I was told I could return to any store any time. even after closure, I was told to reach out to Stretto for returns. now I hear a different story. each time I contact LL florring, I have a different story. I have close to ~500$ worth of flooring which is lying in my garage. Some of it which I received damaged. at least that part should be reimbursed. 

  
  
  Regards,
  
  ***** Gala
  
  
  
  

  
  

• Initial Complaint

  Date:11/22/2024

  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.

  I placed my order on September 25, 2024. I was told that the items would arrive in two weeks. It's been two months and no one can ever give me a straight answer. I'm still waiting for the stair treads and risers. Someone has to be able to get this resolved.

  Business Response

  Date: 12/05/2024

  Good morning, thank you for bringing this to our attention.  We are working on getting these items located once the store receives these items or an eta on when they arrive, they will reach out to provide an update.  We apologize for the delay and inconvenience this may have caused. 

  Customer Answer

  Date: 12/05/2024

  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 have received the items and they were received after the case was created. Please close this complaint as there are no further concerns.
  
  Regards,
  
  ****** ********
  
  
  
  

• Initial Complaint

  Date:11/22/2024

  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 September 21st I made a purchase of hardwood flooring from LL Flooring in the amount of $5691.35. Over a three weeks went by and I was never contacted. I reached out to the company and was told the store would be fulfilling my order and not to worry. Another week or two went by and I reached out to the store and was told they couldn't fulfill my order and that they would refund me for my order. At this stage I ordered new flooring through Lowes, which has since been delivered. After many calls with the store and LL Flooring corporate office they finally told me that they cannot issue me a refund and that I would get store credit. 1) There isn't a store within 20 miles of me, 2) they don't have product available online, 3) the selection they do have isn't acceptable, and 4) I already ordered and received new flooring relying upon their statements that I would receive a refund. This is a simple issue of them taking my money and refusing to deliver. It's criminal.

  Business Response

  Date: 12/05/2024

  Good Morning, I understand your frustrations, we do apologize for this. As you may be aware, on August 11, 2024, LL Flooring 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.
  If you believe you have a claim against LL Flooring, 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 the LL Flooring claims agent, Stretto, at **********************************************; or by emailing Stretto at ***********************************************.  

• Initial Complaint

  Date:11/21/2024

  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 the flooring on 9/15/2024 and were told we had 60 days to return any unused/unopened cartons which we attempted to do within the 60 day time frame on 10/20/2024 at the store where purchased. We were told that LLFlooring had filed for bankruptcy and the store was now Lumber Liquidators and since they did not sell us the flooring they could not give us refund for one unopened extra box of flooring. Nothing in the store had changed, same location, same employees, same product displays but we were told they couldnt help us but gave us a phone number to call which was ************. When we called we got another person who sent us a link to ************** which was supposedly handling claims against LL Flooring which we got no answers from.I believe this is a scam on the part of LL Flooring and Lumber Liquidators which have exchanged ownership and names once before. We are requesting you to assist us in getting a refund for this one unopened box which we were assured we could return when purchased if we did it in 60 days. The cost of the one carton we would like refunded was $188.88 plus tax.

  Business Response

  Date: 12/05/2024

  As you may be aware, on August 11, 2024, LL Flooring initiated a voluntary court-supervised process under Chapter 11 of the **** Bankruptcy Code. As a part of the bankruptcy process, LL Flooring is in the final stages of liquidating and will have no on-going LL Flooring stores or operations.  As a result, LL Flooring is able to accept returns or exchanges for products sold at LL Flooring, regardless of when or where the flooring was purchased. 
  Although Lumber Liquidators purchased certain assets from LL Flooring as part a bankruptcy order on October 1st; Lumber Liquidators did not purchase the liability associated with products sold at LL Flooring.  Lumber Liquidators is a different company from LL Flooring and is unable to accept returns for products purchased at LL Flooring. 
  If you believe you have a claim against LL Flooring, 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 the LL Flooring claims agent, Stretto, at **********************************************; or by emailing Stretto at ***********************************************.
  

  Customer Answer

  Date: 12/05/2024

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

  Nothing has been offered to me as an action to resolve my complaint.  I have never heard back from LL Flooring, so there is nothing to accept.  I reject this No Response action on their part.  
  I do not accept this as there is No Resolution to accept.

  
  
  Regards,
  
  ** ****
  
  
  
  

  
  

  Business Response

  Date: 12/11/2024

  
  As you are aware, LL Flooring filed for bankruptcy on August 11th 2024.  Details relating to this bankruptcy can be found at *******************************************************;
  We apologize that the one box of flooring purchased at LL Flooring cannot be returned to the company, as LL Flooring is in the final stages of winding down operations. The return window noted in the complaint cannot be honored due to the bankruptcy and closing of business of LL Flooring. This is because LL Flooring is in the final stages of liquidating and has no on-going LL Flooring stores or operations.
  
  On October 1, 2024, LumLiq2 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 to accept returns on behalf of LL Flooring.  LumLiq2 is a different Company and is not affiliated in any way with LL Flooring.  
  
  We strongly encourage you to keep and store the additional box in a dry place. This will ensure that if there is some damage to the installation in the future, you have the exact match needed to complete the repair.