Complaints

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

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  LL Flooring

  4901 Bakers Mill Ln Richmond, VA 23230-2431

• 

  LL Flooring

  9990 Robious Rd N Chesterfld, VA 23235-4836

• 

  LL Flooring

  830 County Road Elmira, NY 14903

• 

  Lumber Liquidators

  182 Tri City Road Somersworth, NH 03878

• 

  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:08/27/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 a large amount of wood. I put in white oak Bella hardwood flooring in my dining-room, living room and hallway. I purchased mayflower hickory wood for my bedroom. I purchased stairs and risers all the trim underlayment and supplies needed. I purchased installation and delivery.Installation: The contractor came and measured. Installation was a few months after purchase so my receipts were months before installation. We and made arrangements that the installation would take place after the holidays even though I was purchasing before that. Discussion and circumstances between the installer and myself made for the time the wood was installed. the team came and ripped up everything and started installation. I was very courteous and kind to the staff. I bought them lunch everyday they were at the house to show appreciation for their hard work. However, there were many problems with the job. There was a large scratch that went across the floor in the dining room. I PAID FOR THE WOOD REPLACEMENT. They redid the floor. The Hickory is a story in itself. The wood came in very poor. When it was layed out for installation, there was so many knots and holes in the wood that the installer couldnt put the wood down as it wasnt a good floor and wouldnt have integrity. So I had to buy more and more and more. The lots were different as the wood on the floor though beautiful it looks kinda lopsided meaning the floor on the left side of the room has tones of grey and rustic and the red and gold hues as found in hickory, but, the right side of the room is just the light gold and red tones, no grey. It wasnt really blended. I didnt complain, its beautiful I'm just letting you know. Most people wouldnt go for that. i Love Hickory so its livable. I now have an excess of 14 boxes of Mayflower wood worth $1300-$1400. The manager ******* assured me she would take the wood back. She was very apologetic for the extensive time for installation.

• Initial Complaint

  Date:08/27/2022

  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.

  In July of 2022 we purchased $11k of prefinished solid hardwood from LL Flooring. After we purchased, we followed the guidelines to bring the wood into our home and let is sit for at least 7 days open to acclimate to our climate. On Tuesday August 16th installation began. Then the call came on Wednesday August 24th. Our installer said he was worried about the product we had purchased. He noticed that day that as a coffee cup was dropped it created a dent in the floorboard. He said he began inspecting other boards and noticed the finish seemed to be very soft and scratching and denting easily. He showed my husband and took a piece of paper and put it on a board and signed his name on the paper and you could see his signature now imprinted in the board. He said a finish should not do this and something was wrong. He went to the LL Flooring in ******** ** and spoke with ******** at the store, and she agreed with him that something was definitely wrong and that she had never seen prefinished solid hardwood do this. She said she would put in a claim. I quickly got an email from ****** for pictures, and she opened my case. She said because we were mid install someone would call me within 24 hours. This was at 1:30pm on Wednesday August 24th. On Friday I received a call back from Crescendo at 9:22am. I was so relieved it felt like we were on the road to a solution, boy was I wrong. I advised what had happened and then she said, we could return unused wood. That doesn't solve the faulty product. She said they will do an inspection if I send wood to them and then let me know after a month. If its deemed faulty by them I can return each board that is faulty, that means tear every thing out, it will cost almost $20K to do this and reinstall. Why if what they sold is faulty should I pay to get it reinstalled and torn out? Please see attached file for more details.

  Business Response

  Date: 09/01/2022

  Hello,
  
  Thank you for your inquiry. We truly apologize for the experience you are having.According to our records, this appears to be an active case file. Any/all updates will be provided once they are received. Please let us know if there is anything else that needs to be addressed.
  
  Thank you for choosing LL Flooring!
  
  Senior ****************************************** ****

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 flooring Dec 2019, from LL Flooring and it was installed April 24th, 2020. March 2021 called LL Flooring due to flooring issues and had an inspector come out. Inspector says it's not an installation issue chairs are messing up flooring. Got covers for chairs. About a year passed and flooring continued to get worse in areas with no furniture as well as original issue spots. Called LL Flooring sent a box of the flooring to be tested by ****************** received email confirming they received boxes on May 24, 2022. June 6th received email stating no issues were found with flooring and case was closed. Sent email explaining this was not acceptable as there is clearly issues with the flooring, received email back stating nothing would be done. Called June 14th and 15th 2022 with no replies. June 16th was told they would email my case worker and her supervisor to return my calls, still no reply. June 21 Called and told supervisor would call me back. Finally received call back and LL Flooring would not to do anything, as no manufacturing issues were found. Told me I could have an independent inspector to look at the floor again. July 11 *********************** CWFI came and inspected the flooring and gave me a report which was also sent to LL Flooring on July 23rd. Report stated that the wrong padding was used as well as installation mistakes were made. Aug 3rd called to see what decision on report was made, left message and got no reply. Aug 4th told supervisor was emailed and would call back, no reply. Aug 8th called no reply, Aug 15th called no reply, Aug 16th called left voice mail, Finally received follow up email. LL Flooring refuses to do anything but offer a small credit towards their product as now the installation warranty is up, despite initial contact was before warranty was up and they choose a product that was not correct.

  Customer Answer

  Date: 09/30/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by LL Flooring regarding complaint ID ********.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:08/18/2022

  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 flooring and used LL flooring to lay the flooring. 2 wks to 1 month later, the flooring begin to chip in several non traffic areas. We tried to resolve the matter. LL sent contractor out to assess flooring. Was stated that the product was flawed, but after numerous calls, they have done absolutely nothing to resolve the problem. We're ready to file a small claims suit in the very near future.

  Business Response

  Date: 09/01/2022

  Hello,
  
  Thank you for your inquiry. We truly apologize for the experience you are having.According to our records, this appears to be an active case file. Any/all updates will be provided once they are received. Please let us know if there is anything else that needs to be addressed.
  
  Thank you for choosing LL Flooring!
  
  Senior ****************************************** ****

• Initial Complaint

  Date:08/18/2022

  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 the Aquaseal Walnut Engineered Hardwood with Pad Attached. We were told by the salesperson that despite the floor having an attached pad we needed an additional underlayment for optimal sound and cushioning. We let it acclimate for a week before installing - installation was a pain. The click lock system was ****** fragile and broke easily. We followed the installation guide to the tee. Originally it seemed fine and everything looked good. But then 3 weeks go by and we start seeing gaps between boards In every room. It was over a week since we filed our claim what we heard back from our claim manager *****. The claim process took MONTHS of back and forth including having to send not one but TWO boxes back to their facility for product testing. ***** has been impossible to reach most of the time, it just goes to voicemail and then I have to wait 2 days to a week before I get a response. We hired a contractor (35 years in the business running his own installation company) to come take a look at our situation. He said the issue was that the floor should have never been installed above an additional underlayment (reminder, we were told by the LL Flooring salesman that this was *necessary*) because it makes everything too spongey and is causing the floors to shift and the click lock to separate (and break!). I contacted ***** and explained. She said it wasnt part of our original claim so they didnt care. We got the results back from ONE of the tests they did (I know for a fact that multiple tests were performed) stating that the product met their standards. I yet again explained the newfound issue. She said it didnt matter, theres no way thats the issue and that we could hire a nationally registered flooring inspector to come take a look. *** already hired a contractor for this purpose. The closest one on their list is over 40 miles away. I told them I want a 50% refund or I will go to small claims court for the full amount.

  Business Response

  Date: 09/15/2022

  Thank you for contacting us, we regret to hear about the consumer's concerns.  According to our records, we have reviewed the consumer's concerns in accordance with our product warranty guidelines. Our investigation concluded there to be no manufacturing related concerns found. As a courtesy, we provided the consumer with a store credit of $246.00. At this time, we can have the case manger contact the consumer to address any additional concerns. 

  Customer Answer

  Date: 09/15/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The company disregarded the new information regarding the floor issue (the secondary underlayment being the cause of the problem detected by the flooring contractor). They havent offered any solution to the problem other than telling me theres nothing I can do. I havent been contacted by the case manager in over a month. 

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

  
  

• Initial Complaint

  Date:08/17/2022

  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.

  Claim number issued by LL Flooring covering this matter is *******. Engineered 3/8 inch flooring installed in foyer and linoleum tile installed in kitchen by contractor ************************** hired by L L Flooring to perform the installations, cost of which added to my invoice, which was paid, for the purchased flooring. Installation completed 6/14/2022 and complaint filed 6/15/2022 as flooring in each area improperly installed resulting in squeaks. LL Flooring had ****** evaluate what was needed to perform repairs which was furnished by ****** to LL Flooring. Claim being handled by ********************, Specialist, ******************************* who last advised on 8/5/2022, she was going to ask Area Store if they had the supplies to complete the repairs, send me a agreement of repair email, and nothing has occurred. Numerous emails and voice messages requesting status have go unanswered as of 8/17/2022.

• Initial Complaint

  Date:08/13/2022

  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.

  It has been almost one year since our main level floors were installed (August 26, 2021). Which means it has been almost one year since we have been dealing with flooring issues after the install. Shortly after the install and spending more than $6,000 for new floors, the floors began unclicking in separate areas. ***re has been one attempted repair. That repair did not resolve the problem therefore the installer recommended the flooring material be tested by LL Flooring. It was tested and the results showed there were issues/defects in the material. We were informed that the case would be escalated for a solution. It has now been one month since that last contact (which was after several emails and phone calls from me, inquiring). We have yet to receive any response on the solution. We are very disappointed with the fact that it seems we have to chase the LL Flooring case reps. *** supervisor/management has also been included on those communications and they have been completely silent. We are also disappointed that it is often weeks, if not months, in between follow *** and those follow *** are all the same: either- "it has been escalated" or- "we are waiting on the installer". **************.

  Business Response

  Date: 09/01/2022

  Hello,
  
  Thank you for your inquiry. We truly apologize for the experience you are having.According to our records, this appears to be an active case file. Any/all updates will be provided once they are received. Please let us know if there is anything else that needs to be addressed.
  
  Thank you for choosing LL Flooring!
  
  Senior ****************************************** ****

  Customer Answer

  Date: 09/02/2022

  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 businesss response continues to be the same: We apologize and it has been assigned a case number. The issue is that it has been assigned a case number for almost one year now. We continue to receive apologies and continue to receive lengthy gaps between responses; and once we receive responses, they do not lead to a solution. We have yet to be offered a final fix/solution. 
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 6-11-2022, i purchased flooring for $1130.25. Received material, almost three weeks later. Return material not open or used, on 7-12-2022. Was told, that i would receive a check for materials not open or used. I have called ************* at ************. i gave them the Invoice and sales numbers and was told, that they did not have it. Sales#*********, customer#*******. Went to the store at ***************************************************************** and phone336-790-0060, three times and could not explain about the check. i am getting the run around. Then, i was told, that the check was sent out on 7-22-22, still have not received it. That is bad business, and that is why i am reporting it. Keep getting different response from people in store and on phone. Thank you for your time and cooperation. ***************************

• Initial Complaint

  Date:08/08/2022

  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.

  LL Flooring agreed to refund $1200+ for my overpayment after my flooring was installed on July 13 & 14. The refund was for work that I had completed prior to the installation that their installation team was suppose to do. They informed me that the check was coming out of "corporate" and would take a couple of weeks. I still do NOT have the check. I have called the Manchester store where I purchased the flooring several times to follow up with NO satisfaction. They confirm that the check was processed on 7/22 but have no idea where the check is now. They owe me this money. The ironic part is that they wouldn't even schedule or start my job without payment from me but they don't and haven't refunded money quite as fast!

  Business Response

  Date: 08/31/2022

  Hello, 

  Thank you for your inquiry! After further review, the consumer received and cashed the corporate check on 08/08/2022. Please let us know if there is anything further that needs to be addressed.

  Sr. Escalation Team

  LL Flooring, Inc. 

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  1723$ refund due from lumber liquidators for 6 years. Told first check was lost. Ll said they sent another check 7/29/22. Nothing. Ive Been in contact with corporate office. I would like my refund and interest at this point. I call, I email and despite saying check is coming, they do not send.