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Business Profile

Floor Materials

LL Flooring

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Materials.

Complaints

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

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    Customer Complaints Summary

    • 386 total complaints in the last 3 years.
    • 110 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/28/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Recently bought flooring and was encouraged to buy extra on the promise that I could return unused product

    • Initial Complaint

      Date:10/28/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 50 boxes of wood flooring from LLFlooring on 7/22/24 for $6769.00. We were told more than once at the time of purchase that we could return unused product within 90 days of receipt since our job was so large. Our contractor picked up the entire load of 50 boxes during the last week of August. The floor was completed on 10/24/24, roughly 60 days later. I called the LLFlooring store and corporate office on that date and I was told that they filed bankruptcy and can no longer accept returns or process refunds. So the company lied to us at purchase or we would have changed our original order.

    • Initial Complaint

      Date:10/28/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      May 4, 2024: Placed an order for vinyl flooring and stair treads.May 12, 2024: Paid $6,000 as initial payment on a credit card. June 3, 2024: Paid remaining balance of $4,962.54 on a credit card. I was told that installation could not be scheduled until the invoice was paid in full. After a few days, I was contacted by the installer to get on their schedule starting July 22, 2024.Around this same time, I asked them to remove the dump fee (******), the baseboard installation (******) and base shoe installation (*****) from my invoice for a total of $1,133.64. I was not issued a credit to my credit card, but a store credit because LLFlooring wanted to leave it in their hands in case something arose during installation. July *****, 2024: Flooring was installed. The installers were not able to complete all the work on the invoice as was previously mentioned. They were not able to install the baseboards and base shoe because there wasn't finished material available. I had to hire a different contractor to install the baseboards and base shoe at a later time. We disposed of the material ourselves, so the dump fee wasn't needed.July 29, 2024: After flooring was installed and no additional work was added to the invoice, I had a credit coming for the $1,133.64. I called the LLFlooring (store #*** in **********, **) to get a refund back to my credit card for the items that weren't done. I would call them every 2-3 weeks. I was told they put in the request. Sometime in September store #*** closed. I wasn't able to contact the store any longer. I started to call the LLFlooring ************* phone numbers. The employees taking calls could only record my request and send it for approval somewhere. At one point I was told it went to the ******************* but all requests for a refund were decline. I asked to speak to management or anyone else who was at a higher level, but given the answer there was no one to contact and nothing the employee could do to assist me.

    • Initial Complaint

      Date:10/25/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 Sept 25th 2024 I went to the *** store to look at flooring, the flooring I wanted was not in stock. Talking to the manager and they explained that they were just changing names and assured me that my flooring would be available on 10/10/24 so I ordered $660 in flooring. It is now 10/25/24, the store is not open and the customer service line will not give me a refund, transfer my order to another store or tell me when/if this store is going to open. I have asked to speak to a manager or someone else higher up and they refuse.

    • Initial Complaint

      Date:10/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 on September the 17th. I was told it could be 2 weeks for them to receive the order, at which point I could pick up. The order was delayed and additional week. I was told that I could come pickup the incomplete order, and then come back and pickup when the transitions arrive. It has been more than a month, and nothing. I called, ******* their representative, he suggested again, that I come in and pickup the incomplete order, and they will deliver the transitions to me. I do not want to pickup a partial order, that has been paid in full, & just hope that they do the right thing, as they have yet to do the right thing up to this point. I asked for a refund, he told me that I can contact the company that they took over, as they have gone bankrupt. I need your help, please.

    • Initial Complaint

      Date:10/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ordered carpet for LL Flooring to install. They charged us $35 to come out and measure and that $35 would go toward the total owed for carpet and installation. Weeks went by and we heard nothing. We called and were told that the were being sold to Lumber Liquidators and that once the transition was made they would call us to schedule. Again, weeks went by and still heard nothing. Called today and we were told they aren't installing carpet anymore under their new name. Gave us the number of corporate to call for the refund since what we paid was to go toward the carpet which is now not happening. Called corporate and was told that we would hear back as they needed to escalate the case. This is a cut and dry matter. All I want is my refund and to be on my way to finding someone who will actually do the work.

    • Initial Complaint

      Date:10/22/2024

      Type:Order Issues
      Status:
      Unanswered
      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 September 2021 I had vinyl plank flooring installed in a 1200sf condo by a third party hired by LL Flooring of ***********. In April ********************************************* August corporate called to confirm contact info to send me $650 to have it corrected. The company has since announced closure but stores in *********************************** will remain open & rebrand as Lumber Liquidators but since ******** will be closing they are refusing to make good on the %650 or correct the issue.

    • Initial Complaint

      Date:10/21/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      9/22/2024 I purchased 800sq.ft. of flooring online using Affirm. The Omaha store deivered the wood to my residence. The remaining wood was picked up directly from the ******* store. Upon installation of flooring my contractor found warped, water stains, cuss words, crayon etc. damage on the majority of the flooring. Most of the wood is u usable. I tried to contact LL Flooring by phone and email with no luck. I would like to return the wood and get a refund for what I've paid for.

    • Initial Complaint

      Date:10/19/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Dispute with LL Flooring, *** over poor quality flooring that has a lifetime warranty. I purchased $2,671.29 worth of flooring on 8-30-24 with a delivery date of 9-19-24. The company didn't disclose that it was in bankruptcy nor were there any signs indicating as such. The flooring already has scratches, and the contractor just installed it. He said the quality is awful and he had to deal with broken boards, etc. I have filed a complaint with ************* at ************. They are the ones that told me about the bankruptcy and that the warranty issues must go through some other process. I have spent $8,000 on this new floor and it took me many years to save. This is egregious and fails customers on many levels.

    • Initial Complaint

      Date:10/16/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Completed an online purchase for Flooring Supplies from LL Flooring on 9/21 during a sale. I chose for them to ship me the product for $154.58. They noted it was in stock and available for delivery in 1-2 days. The order never arrived. After weeks of follow up they noted they were going out of business and that I could pick up the order as they could not give me any *** on when it would be delivered. I drove 90 minutes to pick it up and have followed up repeatedly for a refund, but they will not refund me the $154.58 in shipping costs, despite never shipping the product and providing no alternative.

    LL Flooring is NOT a BBB Accredited Business.

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