We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

LL Flooring has 360 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 384 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:10/07/2024

      Type:Delivery 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 purchase flooring 9/17/2024. 7 box of ************* Oak 6mm w/pad.I took possession at that time. I ordered and paid for quarter round and transition molding. I have not heard ***** LL Flooring. 2 times I called to check on the molding. Now I can't make contact with them. The phone number has been disconnected. I paid $204.83 and can't seem to get the product.

    • Initial Complaint

      Date:10/04/2024

      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.
      Purchased $9211.83 worth of in November of 2023 from LL Flooring and they sat in my living room until May, 2024. The entire main floor of my home was cleared, the floors were installed and looked amazing! We had been saving for 3 years to replace the flooring And we were so glad we finally were able to make it happen.Yesterday, I opened my closet which I haven't done since the floors were installed, And I found faded flooring. I then looked underneath of the throw carpets we have throughout the home and found that anything that had been covered, meaning a carpet, couch, furniture, dog bed, etc had faded. Almost like anything the sun hadn't hit, faded. This was very odd for me to understand because if anything I would have expected the areas hit by the Sun to fade, not what had been covered. I have attached several photos of the fading underneath of the carpets and furniture. I have not moved the couches t, but I can only assume that it is the same beneath those. Please review and advise as soon as possible. I am losing sleep at night because of this. Like I said we saved for 3 years to be able to purchase and have these floors installed. It has been less than 4 months and they are completely ruined.

    • Initial Complaint

      Date:10/03/2024

      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.
      Floor was not finished. And contractor damaged walls and pulled outlet out of wall. Minimal contact was made on ll flooring s part. There was no urgency on there part and now they have claimed bankruptcy and have sent me to call another company.

    • Initial Complaint

      Date:09/27/2024

      Type:Delivery 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 left $9800 Deposit at on wood flooring, on July 13 2024, its been over two months that they claim they have not received the product which supposed to arrive from ******, and the person we were dealing with named ******* ******* was telling us she did not have any information as when they will receive it. few weeks ago the store manage ******* ******* , which we believe she has fooled us , lied to us etc, said the flooring did arrive cleared customs and now being sent back without any explanation as why, was told either choose something else or get a refund, I asked for refund. From $9800 deposit we left she only refunded to us $3350, ******* ******* said this how much she can refund and sent a link for LL flooring and a 800 number she could not help us further more and said good luck, I told her this unacceptable you should be able to refund us for full amount of deposit we paid , I told her you guy failed to deliver our product and now we are force to get partial refund . The link and the 800 number she provided was for head office which I did call they were not very helpful and rude pretty much saying good luck getting your money back , I also checked the link , **************************************************** . ********************************************** the link was that company filed for chapter 11 bankruptcy. Im sure there are 100 of people like us got scammed from LL Flooring, all we want to get out full refund back, we believe that this company total scam and fraud by taking advantage people and money. There must be a way to stop this kind of operation.

    • Initial Complaint

      Date:09/26/2024

      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 from LL Flooring in *******, ** (*****) in November 2022 with the underlayment to secure the lifetime warranty. I spent $1,570 (not including install). The flooring was the CLX UL Rattan Maple flooring with the CORELUXE underlayment. In January 2024, I contacted LL Flooring as 2 of the floor planks started peeling. I was dealing with a woman ******** from their customer service team (reached out to me via email on January 15, 2024) who instructed me to get an estimate on the replacement of the planks and that LL Flooring would provide the materials and she indicated that the installation would be covered. ******** left the company subsequent to this. I only found out she did after I tried several times to follow-up via email and then phone. My case was then assigned to Juwuan in June 2024, who although is very nice, he would not get back to me for weeks and I would keep having to follow-up with him both through email and leaving him voice messages. Several times I asked to speak to a manager and never received follow-ups after I was told I would within 72 hours. It was not until September 13th that I heard from a manager named ******** who called and emailed me. I have called her back several times and responded to her email, but have not heard back (except for one call when I was working & a VM was left). During this time, LL Flooring filed for bankruptcy on August 11 (which is after I had put in my case back in February) and now I have no legal recourse. I have been persistent and staying on top of this since February and within this time, I now have 6 boards/planks (and most likely more as some of them bump up against other planks) that are peeling. I am seeking for either reimbursement for the floor (preferred) or all new material that I will have to have reinstalled. Either way, I will have to incur additional costs which is unacceptable. I am appalled by how this has been handled and at this point, just want my floor fixed.

    • Initial Complaint

      Date:09/26/2024

      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.
      This is a purchase for flooring (everything) and the labor to install. Co. wouldn't schedule the date for the install until we had all the product. Scheduled install for 9.23.24. Installers (diff ** and no one notified us of the chg) showed up and we did not have all the product. Called LL and was told it shipped on 9.10.24 but did not have a tracking no. They will not do ANYTHING to resolve the issue. They have told us just to wait but I can't go without my flooring being finished until the rest of the product gets here. We're just getting the runaround. What am I supposed to do? Wait a month to finish a project that I have already pd in full, almost $6k. What if the shipment of the last of the product is never found. Their inability and inflexibility to get a solution NOW is unprofessional and inexcusable. This is their mistake and I have the product on my Invoice. They need to remedy this. They can get what I need from another **mpetitor and/or a home improvement store. But now I have to worry about a match.

    • Initial Complaint

      Date:09/26/2024

      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.
      My nightmare with LL floors began in early December of 2023. When we decided to use LL floors, we were sold on the warranty. The salesman made a good point that they sell and install so if there was an issue with the floor, it would easily be resolved. Before the floor was even finished I could see scratches in the floor from installation. The builder, my brother and myself spoke with the installer he said he could easily repair the scratches and he would do that after the house was completed. I received a phone call from LL floors asking if the floor was to my satisfaction and if I could sign off on payment to the installer. I told them no it wasnt even finished. The scratches had not been fixed the vents had not been installed, and there was trash from the install pilled up inside the house on the brand new floor. Well to make a long story short they paid him anyways. My wife and I spent a whole day cleaning the mess they left and the installer never returned. We filed a warranty complaint with LL floors back in January of 24, it took them until July of 24 just to get someone out here to look at it. The floors were covered with card board for protection by the builder since the installer never came back. When the inspector came to look at the floors we uncovered the floors and thats when we learned the Scratches were the least of our problems. (The inspectors words, not ours)The whole floor has been installed improperly and looks terrible. The vents do not even fit in the openings. It was recommended we get a full replacement by their own inspection team back in July. Here we are almost October and they still will not get this done. Why? I have repeatedly emailed and called the case worker very rarely will she respond and always has the same answer Im waiting on the install manager to approve my case # ****** . We paid over $24,000 for this junk. Please help us get some answers, it would be nice to know if they are going to honor our warranty anytime soon.

    • Initial Complaint

      Date:09/23/2024

      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.
      In April an LL Flooring associate sold me their "Duravana" because it was supposedly their strongest flooring material. I had a well known and respected contracting company install the flooring. Many planks showed up chipped and damaged and the tongues would break. After the floor was installed it began to chip in multiple places and continues to do so. This floor has seen very light use (no dogs, no shoes in the house) and is obviously faulty, low quality material. LL Flooring had me send them a box for testing in their own testing facility. They told me nothing is wrong with the material and it was the contractors fault. The brick and mortar location I purchased from is now closed. LL Flooring has refused to refund my money or even send my box of flooring back. LL Flooring is not honoring their warranty by using their own testing facility to negate customers concerns. This company has been in trouble in the past for misleading their investors and putting customers in ***** way. That is why they changed their name from Lumber Liquidators to LL Flooring. If you have had similar issues with their terrible products and they have refused to honor their warranty please report it to your States Attorney Generals officer consumer protection division. I'm not sure who will be held accountable as they've filed bankruptcy and are closing all of their stores, but this is not legal.

    • Initial Complaint

      Date:09/22/2024

      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.
      The flooring purchased from LL Flooring and installed last July has quality defects. The flooring is chipped in so many areas that the flooring will have to be completely replaced. I worked with LL flooring customer service who after having to follow up twice told me we would need to send back unopened flooring which we do not have, or hire and pay for inspector. When I replied those resolutions do not work for us, I received a respond that our case was closed. We were not given any opportunity for a proper resolution. We are extremely disappointed as we will have to buy all new flooring AND pay to have it reinstalled. We simply asked for a refund for the defective flooring. We are very disappointed in the treatment we received.

    • Initial Complaint

      Date:09/21/2024

      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 flooring and installation from LLFlooring. It was first installed 11/22/22. The first complaint was filed with *** in Aug/Sept of 2023. Pictures and emails were exchanged. The installer came out, confirmed the problems and re-placed certain problem areas. May 28, 2024 another complaint was filed with ***. The installer came out and confirmed the problems. The installer also confirmed that this was still covered under the warranty. Numerous emails were sent to *** trying to get this resolved. We also phoned the installer and he advised that he was waiting on LLF and that this was under warranty. On Sept 19, 24, we contacted the lienholder "Synchrony" and put the remaining balance in dispute. Later, on Sept 19, 2024, LLF emailed me that the warranty had expired and that they would not fix the problems.

      Customer Answer

      Date: 10/11/2024

      We have not heard from LLFlooring since the complaint was filed, except to state that they had filed bankruptcy and would not honor the warrant.

    LL Flooring is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.