Business Profile

Floor Materials

LL Flooring

Headquarters

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

Customer Complaints Summary

421 total complaints in the last 3 years.
140 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.

Initial Complaint
Date:04/14/2025
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 purchased defective flooring from Lumber liquidators and the are refusing to honor the warranty saying that they filled bankruptcy. They renamed themselves in order to legally cheat the poor consumers. They are refusing to advise on the steps to take for compensation, refusing to honor warranty that was given to the customer at time of purchase. They are cheating the public, benefiting both from filing for bankruptcy and still using the Lumber liquidators name that has been known for years. This is unfair and moreover just plain wrong.
Business Response
Date: 04/17/2025
Lumber Liquidators received an email from **** ***** on April 13th, 2025, reporting concerns with the product he purchased at LL Flooring in July 2024. In response to his outreach, we provided him communication that our company received directly from the LL Flooring Bankruptcy Trustee. Given Lumber Liquidators is not the same company as where his purchase took place,we are unable to assist in this matter and encourage Mr. ***** to contact the LL Flooring Trust. The details we provided Mr. ***** are provided below. On August 11, 2024, ************************************, along with four of its affiliates (collectively, the Debtors), each filed a voluntary petition for relief under chapter 11 of the **** Bankruptcy Code in the **** Bankruptcy Court for the District of Delaware. Copies of the public filings in the bankruptcy case may be obtained free of charge via the claims agents website at ***********************************************.
Pursuant to the Sale Order entered by the Bankruptcy Court,on September 30, 2024, ************ (LumLiq2) closed the purchase of certain assets and business operations from the Debtors, including assuming certain lease locations, which ******* now operates under the brand, Lumber Liquidators on and after October 1, 2024. LumLiq2 and Lumber Liquidators are different companies and are not affiliated in any way with the *******. ******* did not assume any obligations related to warranties, store credits, or other offerings from the Debtors while they were operating.
On December 20, 2024, the Debtors plan of liquidation became effective, and a trust was established to conclude the final phase of the Debtors bankruptcy case. Any questions regarding the Debtors obligations should be directed to the LL Flooring Liquidating Trust, either via email to ************************************* or via phone at **************. Thank you.
Initial Complaint
Date:04/11/2025
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.
I bought $3000 amount of hardwood from Lumber Liquidators. The items had more than 30% defective anywhere from broken pieces, worm holes in excess per plank, discolored etc. I created a case with LL about these issues. They outright rejected all my concerns and told you can return with 25% restocking fee.
Business Response
Date: 04/17/2025
At this time, we are unable to waive the 25% restocking fee on the unopened boxes of flooring. As mentioned in previous discussion with the customer, a formal quality inspection was not conducted to substantiate the concerns they and their contractor raised regarding finish, surface condition, dark lines, and material waste. Unfortunately, photos alone do not serve as sufficient evidence of a manufacturing defect. Company policy and the Terms & Conditions of their purchase state we have the right to investigate the concerns. We were not given the opportunity to investigate your concerns before the customer installed them. Per manufacture installation guideline provide online state that "use constitutes acceptance". If the customer sees an issue with materials, they should not continue to install it. If they continue to install and make it work, then they have accepted the condition of the materials in which they received and installed them anyways.
We can proceed with accepting the return of any unopened material, and a refund will be issued for the returned product, minus the 25% restocking fee.
I understand that you were hoping for compensation for the installed product and for the restocking fee to be waived, due to the product concerns that led to a change in plans for your main hall installation. However, after thorough internal review and consultation, we are unable to honor those requests. As discussed, use of the product constitutes acceptance, and we have not received validated evidence that the product quality falls below manufacturer standards or exceeds the standard 10% waste allowance.
I do recognize you state that the invoice and its terms were not shared with you prior to installation, and that no instruction was given to stop the work. All our product information and install guidelines are available on our website ************************. Nonetheless, based on all available information and the policies in place, we are standing by our decision. We will consider this matter closed.
Initial Complaint
Date:04/06/2025
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.
Floor transaction occurred on November 5, 2020 with installation beginning 11/20/2020.Transaction amount was ******** LL Flooring was to provide all new flooring throughout our home with professional installation.The nature of this complaint is that within less than five years, the flooring is lifting causing trip hazards, also sinking in other areas. Installers have been here five times and admitted to improper installation but will do nothing to resolve. We would like restitution so that we can replace these floors with a company who will properly install as to avoid an in home accident.
Business Response
Date: 04/10/2025
Thank you for reaching out to us in regard to your flooring concerns. Unfortunately, the company you purchase from has filed bankruptcy and is no longer in business. We acquired this business thru the bankruptcy courts and do not have any access to LL Flooring records.
Please see information below:

On August 11, 2024, *************************************, along with four of its affiliates (collectively, the Debtors), each filed a voluntary petition for relief under chapter 11 of the **** Bankruptcy Code in the **** Bankruptcy Court for the District of Delaware. Copies of the public filings in the bankruptcy case may be obtained free of charge via the claims agents website at ***********************************************.

Pursuant to the Sale Order entered by the Bankruptcy Court, on September 30, 2024, ************ (LumLiq2) closed the purchase of certain assets and business operations from the Debtors, including assuming certain lease locations, which ******* now operates under the brand, Lumber Liquidators on and after October 1, 2024. LumLiq2 and Lumber Liquidators are different companies and are not affiliated in any way with the *******. ******* did not assume any obligations related to warranties, store credits, or other offerings from the Debtors while they were operating.

On December 20, 2024, the Debtors plan of liquidation became effective, and a trust was established to conclude the final phase of the Debtors bankruptcy case.

Any questions regarding the Debtors obligations should be directed to the LL Flooring Liquidating Trust, either via email to ************************************* or via phone at **************. Thank you.
Initial Complaint
Date:03/27/2025
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 was part of a Class action suit settlement (Gold, et al. v. Lumber Liquidators, Inc., et al. case number 3:14-cv-05373,) U.S. District Court for the Northern district of California.I received a voucher for $704.17 on August 23, 2021 for Claim No. ******* with a stated Expiration date of NONE. In December of 2024 I went to this establishment to purchase some flooring and was told the voucher was expired and not valid. Iv'e contacted both phone numbers on my voucher letter and have had no response to this date. Is there anything I can do as I don't know what my rights are or am I wasting my time? Any help on this matter would be appreciated. Thanks,***** ******
Business Response
Date: 04/02/2025
Hello,
On August 11, 2024, LL Flooring **************, along with four of its affiliates (collectively, the Debtors), each filed a voluntary petition for relief under chapter 11 of the **** Bankruptcy Code in the **** Bankruptcy Court for the District of Delaware. Copies of the public filings in the bankruptcy case may be obtained free of charge via the claims agents website at ***********************************************.

Pursuant to the Sale Order entered by the Bankruptcy Court, on September 30, 2024, ************ (LumLiq2) closed the purchase of certain assets and business operations from the *******, including assuming certain lease locations, which ******* now operates under the brand, Lumber Liquidators on and after October 1, 2024. LumLiq2 and Lumber Liquidators are different companies and are not affiliated in any way with the *******. ******* did not assume any obligations related to warranties, store credits, or other offerings from the Debtors while they were operating. Although Lumber Liquidators purchased certain assets from LLF as part a bankruptcy order; Lumber Liquidators did not purchase the liability associated with previous sales or other class action responsibilities, therefore we are not able to offer any solution at this time.

On December 20, 2024, the Debtors plan of liquidation became effective, and a trust was established to conclude the final phase of the Debtors bankruptcy case.

Any questions regarding the Debtors obligations should be directed to the LL Flooring Liquidating Trust, either via email to ************************************* or via phone at **************. Thank you.
Initial Complaint
Date:03/19/2025
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.
On March 2nd my wife and I purchased flooring from Lumber Liquidators in *************. We bought a tan maple hardwood flooring for our house and spent a total of $9561.62. Plus $300 shipping and got white solid painted flooring. Completely different color and product. Not even sure it was maple hardwood. We sent it back of course and Lumber Liquidators said they were keeping $2,614.66 for a restocking fee. We didn't order bright white flooring we ordered tan flooring. This was a scam.
Business Response
Date: 03/25/2025

Hello,
We're truly sorry to hear that you're experiencing issues with your new floor, and we understand how frustrating that must be. Our ************************ was not previously aware of this situation, and we apologize for any inconvenience this may have caused.
To ensure we address your concerns properly, we will open a case for you and begin looking into this right away. A Case Manager will reach out to you directly to discuss the details and work towards a resolution. We truly appreciate your patience and understanding as we resolve this matter for you.
Initial Complaint
Date:03/08/2025
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.
Date of transaction 2/6/2025. We returned product that was more than what was needed to the installation of our flooring. The manager of the store told us, at purchase, that returns could be accepted with no return penalty / restocking fees within 5 - 7 days after installation. Return shipping charges were charged to us for $261.68 on this return receipt. Store personnel stated we had to pay. We complied with that (shouldn't have) and have a return authorization from the store. Net credit amount after paying the return shipping was $840.01. Upon comparing this to my credit card statement, we were only credited $400.27. Contacted store manager and was told we would have to call customer care. After being bounced around by customer care and the store manager, they all of a sudden "find" another $159.13 to be credited to me. This is almost 4 weeks after the fact. Store personnel went in to my return authorization and changed it after we left the store. They adjusted my credit amount and did not bother to call me about any authorization to change the return. Their own warehouse manager verified the items returned were accurate at the time of the return. I would like my $280.61 of outstanding credit AND the $261.68 Return Shipping / Restocking fee returned to me. Total: $542.29 requested credit. This has been a nightmare to deal with them and I am requesting my Return Shipping Fees, also. Businesses should not be able to "adjust" credit card charges or credits without the knowledge of the consumer. Unethical business practices in my opinion.
Business Response
Date: 03/11/2025
We have carefully reviewed your complaint, along with the actions taken by our case manager to assist you. After a thorough evaluation, we have determined that our team has acted fully in accordance with company policy and has provided all possible assistance within our guidelines.
Our records indicate that your installation completion paperwork was signed and dated on 02/03/2025 by you. However, you did not return the extra materials within the allotted time per the terms and conditions stated on your receipts, which exceeded our policy of 7 days from the completion of installation to return excess materials without incurring a restocking fee. This policy is clearly outlined to ensure fairness and consistency for all customers, and we must adhere to these guidelines.
As previously communicated, there is nothing further we can do regarding this matter. Therefore, we now consider this issue closed.
We appreciate your business and regret that we could not reach a resolution that meets your expectations. If you have any future needs, we remain available to assist within our established policies.
Customer Answer
Date: 03/11/2025
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.

Evidently, LL Flooring has not reviewed the attachment to this complaint of the return authorization the store provided to me on 2/6/25. Installation was on 2/3/25. By my calculations, that is 3 days from installation to returns being delivered back to the store by myself and acquiring the Return Invoice. Their internal documents also should verify it was returned on time. This is within their 7 day period of returns to be brought back in the packaging it was delivered. Please correct me if my math is inaccurate. What are they trying to cover up?

Regards,

**** ****

Business Response
Date: 03/17/2025
I sincerely apologize for this oversight and any inconvenience it may have caused. We understand how important it is to address these concerns promptly and appreciate your patience as we worked through the details.
After reviewing the situation, we have spoken with both the case manager and the store team to ensure all aspects of this matter were thoroughly addressed. Additionally, we have communicated directly with the customer, and I can confirm that the refund has been processed.
Please know that we take situations like this very seriously, and we are committed to continuously improving our processes to prevent similar issues in the future.
Again, we truly appreciate your understanding and the opportunity to resolve this matter. Thank you for bringing it to our attention, and we value your continued trust.
Customer Answer
Date: 03/17/2025
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.
After numerous calls to their ************** Team" they FINALLY returned my "RESTOCKING FEES" erroneously charged to me. Now they need to resolve the changing of my credit receipt that was changed at the store level WITHOUT expressing to me any discrepancy. The store warehouse manager accepted the returns and declared they were correct. Upon reviewing my credit card statement found that it was changed with no authorization. This is not good business practice and could be illegal according to the ************************************. Do I need to pursue this action further?

Regards,

**** ****

Business Response
Date: 03/21/2025
We are pleased to inform you that the return fees have now been fully sorted. You have been provided with a total refund in the amount of $745.87. As for the remaining refund youre requesting, after a thorough review, we identified that there was an error in the quantity of material originally entered. Unfortunately, the amount was input incorrectly, which led to the discrepancy. We have since corrected this error and adjusted the order accordingly. Your total refund history is as follows:

XXXXXX = redacted information for privacy.
CC# = removed for privacy.

11/27/2024- Order XXXXXX9499 created with a total of $1677.62
11/30/2024- CD70XXXX taken for $1677.62 on a ****

On 2/6 a return was created for items on XXXXXX9499- RMA89XXX $400.27
That return was refunded to a **** 2/7

On 3/5 another return was created for items on XXXXXX9499- RMA9XXX $159.13
That return was refunded to a **** on 3/5

On 3/13 a credit request was submitted to refund the return shipping (restock) charges on the above RMAs
The credit for $186.47 was refunded to **** 3/13
Total : $745.87

All payments and refunds match the purchased items and returned items involving this order.

We have explained to **** that the original return count was a mistake. Our T moldings for hardwood come in 6.5 linear foot pieces. He originally purchased 2 of the for a total of ***************************************** foot count, rather than pieces like our new system. This led to the error on the store's part of returning 13 pieces for a total return amount of more money than he should have received. **** is unaccepting of this explanation.
We understand your concerns, and we sincerely apologize for any confusion this may have caused. If you would like a copy of the refund history showing your Card information for verification, please let us know and we can email that over to you.
Once again, we apologize for any confusion or inconvenience this may have caused and thank you for bringing this matter to our attention. If you have any further questions or concerns, please dont hesitate to reach out. We are here to assist and ensure everything is resolved to your satisfaction.
Customer Answer
Date: 03/21/2025
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.
As I have stated many times, the store provided a credit invoice which I have attached to this complaint. Upon delivering the product back to the store in the manner required, it was unloaded at their warehouse door. It was checked in by their warehouse manager and verified. I was provided my credit receipt. When I was reviewing my credit card charges/credits I noted that the credit amount was changed. Upon calling the store manager, I was immediately told to call "customer care". I have been fighting this for some time now and am not getting any response back as to how or why the store changed the credit card credit amount after issuing the credit receipt. They did not bother to call, email, or text me about any discrepancy and try to resolve, (if there was a mistake). Changing a credit card amount after the fact is bad business practice and probably against the law. Why will this business not address their deceptive business practices on this? Their philosophy must be "We will provide you a credit but we will change the amount after you leave" is the way they handled this. How many other consumers have had returns on their credit card changed by this company without any communication on the change?

Regards,

**** ****
Initial Complaint
Date:03/03/2025
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.
Last February I purchased flooring and decided not to use it so I returned the flooring. I was given a store credit ($3700.00) Two weeks ago I went back to the store to use some of my "credit" and was told it no longer exists because they were bought out in Oct 2024. How can I get my $$ or store credit back?
Business Response
Date: 03/04/2025
We appreciate your communication and want to ensure you have all the information you need moving forward. I'm sorry to hear of your frustrations. To address any further questions or concerns you may have, please feel free to contact the Trustee Handling The bankruptcy. Their team is ready and available to assist you with any additional details or clarification you may require.
LL Flooring and its subsidiaries were recently liquidated through bankruptcy proceedings. You may contact the LL Flooring Trustee in Bankruptcy for further information as follows:

LL Flooring Liquidating Trust
Attn: ****** *********, Trustee
c/o *********************************
*********************
Bear, DE 19701
************
*******************************************
Initial Complaint
Date:03/03/2025
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.
Dear *****************************:Pursuant to your request, here is the information on our flooring issue.Sales Order No.: S091932055 2/13/2025 17 Boxes $1,744.70 Sales Order No.: S091932044 2/13/2025 10 Boxes $1,135.33 Total Sale: 27 Boxes $2,880.03 Returned 14 Boxes $1,000.96 Balance $1,880.03 Restocking Fee 2/21/2025 ****** New Refund Balance: 13 Boxes $2,019.75 Our concern is that once installed the flooring started developing scratches, chips and splitting.We noticed these problems on the 19th and 20th. The contractor started installing the floor on the 18th. We do have a copy of the product warranty and installation instructions. Those installation instructions were reviewed before installation. The flooring was acclimated before installation in the room where it was to be installed. The installation occurred in the kitchen,breakfast area and fireplace area. The problems with the flooring cover the entire area. The flooring was fully installed into these three areas. There are no transition points. The subfloor is 3/4 inch plywood throughout.The temperature and humidity of the property during installation has been 71/72 degrees with 30-40% humidity.This has remained the temperature of the home throughout the acclimation and installation. The **** is working properly. The moisture readings are monitored on an indoor/outdoor weather station. There are no leftover products as we returned what we could take back as shown above. Our desired resolution is for you to just refund our money for the flooring that is going to need to be removed in the amount of $1880.03 and the restocking fee in the amount of $****** totalling $2,019.75. The best method to reach me is:***************************** or ************. You may also text that number. I am attaching video and pictures of the issues described above.Sincerely,******* L. **** ***** E. **** ************************************** Contractor:****************** Construction ********************************************
Business Response
Date: 03/08/2025
Thank you for reaching out to us regarding your concerns. After a thorough review with our Quality team, we have determined that the issues you reported are not due to manufacturing defects. Our investigation concluded that the concerns observed during your installation are related to site conditions and installation factors, which are not covered under the product warranty.
Additionally, based on the photos we received, the scratches appear consistent and aligned across connecting planks, suggesting that something was dragged across the surface after installation was completed. This indicates post-installation damage rather than a product defect.
Unfortunately, due to these findings, we are unable to provide compensation for this issue. We understand this may be disappointing, and we sincerely apologize for any inconvenience this may have caused. At this time, no further action can be taken, and this matter is considered closed.
Customer Answer
Date: 03/11/2025
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.

Our contractor installed the flooring that was installed with the utmost of care. We moved things around very carefully. Also the contractor used a soft board and rubber mallet to install the flooring. Some of it was damaged out of the box. The finish was so poor that under normal conditions, it was scratching and splitting. The contractor bought the nailer from Lumber Liquidators and followed the directions completely. We have since had the contractor install other flooring and it is has not had any problems whatsoever! The flooring that Lumber Liquidators sold us was definitely subpar. We are only requesting a refund of the wood that we had to rip out. We paid our contractor for his time. I have a video of the flooring but I can't provide it due to upload limitations. Lumber Liquidators is of course, denying our claim but even the staff at the store told us that a lot of this flooring was being returned. I just want them to do what is right and refund our costs of the actual flooring.

Regards,

******* ****

Business Response
Date: 03/16/2025
We appreciate your patience throughout our investigation. After a thorough review of the evidence provided, we have determined that the damages in question occurred after the flooring installation. The markings on the hardwood surface are consistent with an object being dragged across it post-installation. This does not fall within the perimeter of the product warranty. Based on these findings, we consider this matter closed.

However, if you are able to present new, verifiable evidence that demonstrates the damage was a direct result of a product failure and not caused afterward, we will be willing to reassess the case. Unless such evidence is provided, our decision remains final, and no further action will be taken on our part.
Customer Answer
Date: 03/19/2025
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: 03/20/2025
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's actions make it hard for the consumer to show that the flooring was substandard. The finish wasn't right and the flooring was scratching and splitting when used in compliance with their product specifications. We had our contractor tear out the flooring and bought other flooring from another company and installed it with no problems. I have attached the video of the faults with the flooring. I have sent an email because this file won't send.

Regards,

*******

Business Response
Date: 03/21/2025
We have reviewed the details of your concerns and the majority of the issues you raised were noticed after the installation was completed, within a 2-day period. Based on this, it is unlikely that these concerns are due to manufacturing defects.
You confirmed that the planks were inspected prior to installation, and while you stated some planks had issues right out of the box, the majority of concerns arose after the installation. It is important to note that any defects in the flooring that do not exceed the Waste Factor are not covered under your product warranty. For your specific product, the waste factor is within 5% of your total square footage, and an additional product should have been purchased to cover this. Natural characteristics of the wood, such as variations between planks, are not considered defects and are not covered under warranty.
In regard to acclimation, you mentioned that the product was acclimated for 5 days, but no moisture readings were taken to confirm proper acclimation. Please be advised that the only reliable method to ensure the product is properly acclimated is by using a moisture meter to measure the moisture content of the wood. Without this verification, we cannot confirm that the product was fully acclimated to the environment.
Regarding the relative humidity in your home, you stated that a hygrometer was used to monitor levels, which ranged from 25% to 40%. However, it is critical to maintain a relative humidity range between 30% and 70%, with fluctuations not exceeding 20%. Deviations outside this range can lead to issues such as cupping, checking, gaps, and buckling, which are considered site-related issues and are not covered by the product warranty.
You also confirmed that a rubber mallet was used to tap the planks into place. Unfortunately, this is not an approved method for installing your product and can cause damage to the plank edges, which appear to be consistent throughout the installation. A tapping block should be used to gently tap the boards into place to prevent damage.
Lastly, you mentioned that scratches on the flooring occurred while moving the fridge. This is a site-related concern and, as such, is not covered by your product warranty. Dragging furniture with unprotected feet can exceed the scratch rating and cause scratches in your floor.
We understand your concerns but based on the details provided and the terms of your warranty, these issues fall outside of the coverage. We cannot assist with concerns that fall outside of the scope of your warranty. We apologize this isn't the outcome you are hoping for. Based on the evidence provided we are firm on this decision and will consider this matter closed.

Thank you for your understanding.

Customer Answer
Date: 03/22/2025
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 misstated the use of the mallet. They did have a block that was being tapped by the mallet. Also the feet on the fridge were very well protected when it was moved across the flooring and it still scratched. Also the people unloading our returned product stated that much of that flooring had been returned for similar issues. I realize that they are going to continue to deny my claim but I will never be satisfied with losing that amount of money on a product that just wasn't usable. My contractors are reputable and installed the flooring according to the specifications required. They even bought the nail gun from LL that was required. We bought and installed other flooring in the exact same manner and had no problems.

Regards,

******* ****
Initial Complaint
Date:03/01/2025
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.
In april 2023 my husband and i purchased a large amount of 7mm w/pad Honey **** Oak Waterproof Rigid Vinyl Plank Flooring (7 in. Wide x 48 in. Long) in our home. Less then 2 years later we have multiple planks cracked and broken. We have reached out to the company for either replacement boxes of flooring to repair the floor or some kind of compensation and so far have been brushed off in every avenue we have attempted. Severely disappointing for a floor that was warrantied for 20 years and advertised and sold to us as a durable, family and pet friendly option for our home.
Business Response
Date: 03/04/2025
I'm sorry to hear that you are having issues with your flooring. 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. On September 30, 2024, LumLiq2, LLC d/b/a Lumber Liquidators (Lumber Liquidators) recently purchased certain assets and business of LL Flooring. Lumber Liquidators is not otherwise affiliated or connected with LL Flooring, nor does it have access to any LL Flooring records. LL Flooring and its subsidiaries were recently liquidated through bankruptcy proceedings. You may contact the LL Flooring Trustee in Bankruptcy for further information as follows:

LL Flooring Liquidating Trust
Attn: ****** *********, Trustee
c/o *********************************
*********************
Bear, DE 19701
************
*******************************************
Customer Answer
Date: 03/04/2025
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. It is not the warranty I am looking into, but the poor quality of the ************************** exclusive branded LVP flooring material.

Regards,

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

Business Response
Date: 03/11/2025
Thank you for reaching out regarding your flooring purchase from LL Flooring. We understand how frustrating and disappointing this situation must be, and we truly empathize with your concerns.
Unfortunately, since Ll Flooring has gone out of business due to bankruptcy, they are no longer honoring warranties on previously purchased products. Warranty coverage is typically provided and upheld by the original retailer, and since they are no longer in operation, we regret to inform you that we are unable to process warranty claims on their behalf.
We sincerely apologize for any inconvenience this has caused and appreciate your understanding. Please use the information previously provided to contact the Trustee over the LL Flooring bankruptcy. At this time, we will consider this matter closed as we cannot assist this customer.
Customer Answer
Date: 03/11/2025
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 problem at hand is not with upholding the warranty, but the quality of the product that is still being sold and was purchased. I am not asking for compensation, but materials in trade to repair the defective product.

Regards,

********* *****
Initial Complaint
Date:02/24/2025
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 CLX Duchess vinyl floor tile.Acacia 5mm ************ 5 2024, They agreed to store the vinyl tile until we could use it. the time has come that we are ready for it. I called and found out that they went bankrupt and are gone. I have not received the floor tile. so we would like a refund of our payment of $1892.87
Business Response
Date: 02/28/2025
I sincerely apologize for the experience you had with LL Flooring. LL Flooring and its subsidiaries were recently liquidated through bankruptcy proceedings. If you believe you have a claim against the Company, you may contact the LL Flooring Trustee in Bankruptcy for further information as follows:

LL Flooring Liquidating Trust
Attn: ****** *********, Trustee
c/o *********************************
*********************
Bear, DE 19701
************
*******************************************

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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

LL Flooring is NOT a BBB Accredited Business.