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

  7311 Grove Rd Ste N Frederick, MD 21704-3300

• 

  LL Flooring

  9902C Pulaski Hwy Middle River, MD 21220

• 

  LL Flooring

  830 County Road Elmira, NY 14903

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:11/21/2024

  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.

  Purchased flooring (over $17,000) for new home Jan 2021. In May 2023 flooring started coming up/breaking on edges. We probably had been living in house less than 4 months due to travel. They could not tell us why this was happening stated never seen this before. They did replace this area (1-2 pieces). In 2024 a year later the flooring started coming up on edges in multiple areas all over the house. They sent someone out to evaluate he gave us no information we waited and waited, emailed and called. Finally a response from L&L Operations Manager " the manufacturer denying claim saying a knee ****** I used for a few months caused the damage. And they do not warrant damage from "rolling loads"- for example wheel chairs , office chairs, etc. Stated any repairs would be at my expense. The initial floor crack up happened months before I had to use knee ******. WHY would they offer this product in a 55 plus community where many people use "rolling loads". No one is responding now I guess because I think I saw they were filing bankruptcy. They did not give me the name of manufacture so I don't know if it is a poor quality product or poor installation issue. All I do know is $17,500 is a lot of money to pay for flooring that is supposed to be "extremely durable: good for an active household" and we have not lived in the house a good 2 years and one of us is disabled. If there is someone else to reach out to we would really want the flooring replaced.

  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 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: 12/16/2024

   I did contact the L& L flooring team today as well to make sure they know that I was still wanting some type of action even though they stop processing claims, I have been trying to get this resolved since May 2023 they did a repair of a few pieces and my flooring has gotten worse. And Im really upset that I have been denied and the representative did not even let me know that L & L was filing bankruptcy. They just didnt respond to my email. They came out and had someone do an investigation and then they tried to find a reason to say it was my fault. I would still like to have further ongoing processing of my claim. *********

  Business Response

  Date: 12/17/2024

  We apologize that proper notice was not received regarding the bankruptcy, and a resolution was not met prior to the winding down of business for LL Flooring.  In an attempt to notify LL Flooring customers, emails and physical letters were sent to the addresses listed on purchase orders to spread awareness of the bankruptcy. These notices were distributed throughout the process of the bankruptcy.  Updates regarding the bankruptcy were also published publicly. Unfortunately, there is no action that can be taken by LL Flooring, however additional information related to the bankruptcy, and the claims filed through the bankruptcy can be found at the link below. 
  **********************************************

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ********* ****-*****
  
  
  
  
  

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I have documentation of multiple emails over a year all the way to August 2024, no one communicated to me bankruptcy, they originally did a quick fix but when the problem got much worse they stopped responding if I had not filed with BBB would not have know about bankruptcy. I was actively emailing in August. I have sent Stretto the multiple emails and all other documentation showing floors covered and price paid. I want my $17,000 or floor replaced I am disabled now and can afford $17,000 more dollars. The carpets I have put down can cause trip hazard for me

  Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ********* ****-*****
  
  
  
  

  
  

• Initial Complaint

  Date:11/13/2024

  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.

  Per the contract. "PROJECT ASSESS FREE WIRH INSTALL PURCHASE" I PAID $***** for the project assessment fee. I proceeded to use there install company to complete the work. Which I am entitled to a refund of *****. I was also told that any unused material from the job that unused material cost would be refunded back to me. *****.

  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:11/11/2024

  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.

  Sold me flooring with a "lifetime warranty" the flooring went bad. I filed a claim based on inspection of the inferior product. Store refuses to honor warranty even with attached approval form.

• Initial Complaint

  Date:11/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 9th I ordered $571 worth of hardwood flooring, on October 28th a *********************** store associate ***** called me and told me the flooring was oversold and its no longer available. He then stated a refund will be issued within 3-5 days. Today is November 11th and no refund has been issued, I have called the store spoke with other associates and asked them to have ***** call me when he can, after several attempts he is refusing to call me back or even answer the phone regarding my refund. My order number is SO91795195 thank you

  Customer Answer

  Date: 11/27/2024

  Hello bbb I am writing this email to let you know my complaint was taken care of quickly after your involvement. Thank you very much!

• Initial Complaint

  Date:11/06/2024

  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.

  On October 7, I bought $3000 worth of floor. I was told that it was gonna take two weeks to come in which was fine. At two weeks I called and they said that there was a trucking issue going on that it wouldnt be in till another week. At three weeks, I called and they gave me the same excuse that Its still a Trucking issue. Get a call back 30 minutes later telling me that there was a glitch in the system and that the reason that my order hasnt shipped is because the type of credit card I used was not on file. So now Im being lied to that. Its either a shipping issue or a credit card issue. Was told that the floor was supposed to come in yesterday and went up today and they say well the floor may be in Friday. At this point it just feels like a scam and Ive lost $3000.

  Customer Answer

  Date: 11/26/2024

  A woman reached out to me and wanted to know what the situation was, and I gave her the rundown of what the problem was. She did not see an issue. She kept arguing with me saying that the truck was only a day late when I kept trying to explain to her that I was told the truck would be in in two weeks and it was now a month. She made no attempt to amend the situation or admit that they were in the wrong. She kept saying last time we talked and her, and I had never spoken before, and that conversation that we were having was the first time that I had spoke to her. She did say that somehow she got confused and had marked my case as addressed even though she never spoke to me before. This company is a dumpster fire, and I would never recommend it to anybody. I finally got my floor after a month and after multiple lies as to why it was not here.

• Initial Complaint

  Date:11/05/2024

  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.

  I called the store on September 25th and placed an order with ****** a sales *** for half of my flooring order. Since then, I have been unsuccessful in them letting me know a delivery date or status on my order. They say they have changed companies and cannot give me status. I requested a refund for my order being that they cannot provide the product I paid for and they refuse. I wrote emails. Text messages called the store etc. no luck. After this, if I cannot resolve through here, I will have file legal suit as this is theft to the consumer.

• Initial Complaint

  Date:11/05/2024

  Type:Delivery 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.

  laced my order, order #******** on9/20/24 with ll flooring there was no mention of the store changing companies yo lumber liquidators. I was quoted 1-2 weeks for my flooring to be delivered to the store for pick up. On 9/27/24 I emailed the store manager **** asking for the status of my order since when I checked status it said the store was closing. I never heard back from them. On 10/3/24 I called the Bolingbrook store again and was told my order could not be looked up due to the change in computer system with the companies changing. I said at that point in wanted to cancel my order. I was told this could not be done at the store at this time and i had to call costumer service. I called customer service at the number given to me by the employee and they told me they could not do anything with my order due to the change to lumber liquidators. They gave me a number to another customer service who said the same thing. At that point I disputed the charge with my credit card company as my order could not even be located. Now the charge is back on my card since the flooring was delivered to the store. I do not want the flooring anymore. It is 4 weeks after the date that it was supposed to be delivered to the store. I have already purchased new flooring from another store and installed it. I have the email confirmation with the return policy and I am well within the limits. However, I tried to cancel the order before it was shipped and was told I couldnt. There was no communication despite my efforts contacting the store. Today, 11/5/24, I called the Bolingbrook store again and talk to the manager ****. He told me that they could not cancel or refund my order because it was under LL flooring, not lumber liquidators and I had to contact LL flooring. I contacted LL flooring let them know what the manager said and they said that all they can do is have me file a claim and emailed me the link. All I want is my money back they have the flooring.

• Initial Complaint

  Date:11/04/2024

  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.

  On September 6, 2024, I went into Lumber Liquidators looking for a quote to get my livingroom carpet and also the carpet along my hallway replaced. I paid ***** for someone to come to my home and take measurements so I could know the exact cost of the carpet and install. After that was finished I was quoted a price of ******. I then paid for the order and left. A few days later the same cashier who's name was ***** called me back and said she charged me for the wrong thing. I then was charged another $450.00 bringing my total for carpet and install to $935.29. After 30 days I called the store and asked when would someone be out for the install. I was then told the company is going through bankruptcy and no one knew anything. Finally after almost 2 months someone called to schedule an install. This was on 11/01/2024. On 11/02/2024. The installer shows up with the wrong measurements and carpet. I went to the restroom, he left without saying anything and I have not heard from home since. I called the lady who scheduled the install who did not answer the phone but texted me back stating he had the wrong stuff and she can't find him. I have previously requested a refund and was told there was no supervisor, no one could help me, then someone would get back to me. I have repeatedly called the customer service line they continue to take my number and tell me a manager will contact me. I have never received a call from a manager. Someone emailed me on 11/04/2024. Basically telling me I paid for the wrong thing. I paid for what I was charged for. I asked in my email at this time it's been too long and I would like my money back. She replied the installer will contact you. All I want is my money back and to get as far away from this company as I can. I work hard for my money. I paid for a service and when that service was not delivered in a timely manner I am requesting a refund. No one at this company seems to care. Please help.

• Initial Complaint

  Date:10/30/2024

  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.

  I visited LL Flooring and was given the opportunity to have their contractor come out and to take measurements as well as to install the floors. Following there is where things begin to go awry. To start, the wrong flooring was delivered which delayed the installation. Once the correct flooring was delivered, the installation was scheduled to be performed 2 weeks later. Following the installation, the contractors left leaving my floors in the worst condition I have ever seen. Immediately, I reached out to LL Flooring and was told that someone would be out to survey and see how to rectify the situation. During that visit, his comment was this is the worst I have ever seen and I cant believe that they left it they that they did. I was told that materials would be ordered and the contractor would schedule a date of installation. That did happen and my calls would go unanswered.Feeling it would be in my best interest, I call LL Floorings corporate office to file a complaint. However, I was assigned a case number and was then transferred to the voicemail of the individual who would be handling my case still nothing. Then finally, the associate from LL Flooring reached out to me and informed me that the materials had been delivered there and someone would be reach out to me to schedule an appointment. Days/weeks/months went by yet still nothing.Remembering that the material had been delivered, I asked if I could come in and pick them up myself but was told that there was a balance of $200 plus and that he would reach out to the contractors to see if they would cover the payment which they agree but never did. All I'm asking for is to be given the opportunity the correct their mistakes and feel its not fair that I be penalized and have to pay anything after spending so much money already. LL Flooring definitely has more money than I do and all I am asking is to at least help me by making things right.

  Customer Answer

  Date: 11/18/2024

  
  Sadly,  and unfortunately LL Flooring has not contacted me.

• Initial Complaint

  Date:10/28/2024

  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.

  The business took my money and delivered materials and havent installed the product. I paid in full because the store manager insisted on it. Now they cant find my paperwork and the installer wont install without it. This is pitiful. No wonder the business is struggling!