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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

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    Customer Complaints Summary

    • 423 total complaints in the last 3 years.
    • 141 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/12/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had hardwood flooring installed through L ******************************************************** store in February 2022. The job was completed to my satisfaction, but several issues have surfaced that I have been attempting to get resolved. I first contacted the store on June 4, 2022 at which time I gave them a list of the installation issues. They said they would contact the installer and have him contact me to get the issues resolved. Unfortunately, after almost six weeks, LL Flooring has not stood by their installation warranty. I have made numerous calls to the store and stopped by the store once attempting to get this rectified. They always claim someone will contact me, which has failed to be the case except for one call from the installer who said he would talk to his boss and get back to me. I never heard back from him. Its clear that I am being given the runaround. I want LL Flooring to honor their installation warranty and address these issues.

    • Initial Complaint

      Date:07/12/2022

      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 2022 I went to LLFlooring to purchase flooring for my living room, dining room, and hallway. I wanted them to install the flooring for me. I was encouraged to apply for the LL Flooring Credit Card where I would get 18 month no interest financing. After being approved for the credit card I was told that an installer would call me within two weeks when the the wood came in for an install date. One week past and I decided to change the wood that I previously selected and added the installation of new baseboards as well. They told me that it would take an additional two weeks for the new wood to come in stock. In the meantime, the installer call to schedule a date and he gave me a date of June 27, 2022 (two months out). When they came to install the flooring they said that they may not be able to complete the trim and baseboards because they were only scheduled for one day at my house. I called LL Flooring while they were there and the manager talked to them. They said that they would work until four. They arrived at my house at 9am and left for one hour for lunch. They came back, laid the wood in all the areas listed above. The did not do the molding, transitions, door jams, or baseboards. I talked to ***** the installer and he said that he would text me some dates of when they could come back and complete the job. I explained to them before we scheduled the appointment that I would be out of town the week of July 1st through July 11th. ***** called me on July 6th and said that they were completing a job early and the could come and complete the job. I told him that I was out of town. I contacted the credit card company and their customer care center. I have not yet got any resolution.

      Customer Answer

      Date: 08/02/2022

      [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      At this time, I have not been contacted by LL Flooring regarding complaint ID ********.

      Regards,

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

    • Initial Complaint

      Date:07/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Business recommended a product that was not suitable for the project at hand. Found this out after $16,000 was spent, and the flooring piece that is needed isnt made. I explained to them that I was going to use tile instead of their white lacquered wood for the risers. I asked them to factor this into their measurements. *hey claim that they did. I purchased everything in July of 2021. I did this to take advantage of 0% interest until ****. I also didnt understand that I could have used that for installation. I only asked for a credit line to pay for the flooring. So, I had to obtain a HELOC to pay for the installation. I had to pay for the flooring and installation up front. I then had to wait until October 2021 to get everything installed. Meanwhile, because I used my HELOC to fund a portion of this project, I am paying interest on a project prior to it being installed. *hey install the project. Found out in the middle of installation that they had measured a portion of the project wrong. I then had to wait another three weeks for the correct piece of flooring to arrive. (Still paying interest on the installation). I did remind them again that tile would be installed here. I confirmed that the tile piece was going to 6 x6. I also had the sample piece I was going to use for the risers. *his entire time nothing was ever said that the top step wouldnt have a tread, but a flat slightly raised piece. *he challenge here is that the * nose or bull nose piece that is needed isnt made. No one had said anything to that effect at anytime throughout the planning or project. I find this out AF*ER everything has been installed. *hey refuse to make this piece. In each of the closets, a similar flat piece is installed. With my utility closet, the incorrect size is installed, and therefore I cant open the closet door without it falling off its track. I was offered a total of $300 to pay for materials and an installer to fix four steps. $300 simply isnt enough to cover it.

      Business Response

      Date: 07/27/2022

      Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we investigated the consumer's flooring conditions in accordance with our product and installation warranty guidelines. Although the concerns were not found to be covered under our warranties, we presented a courtesy offer to assist with the replacement of the affected materials. At this time, the consumer is not in agreement with the offers we have presented. Unfortunately, due to the nature of the concerns, we do not have any additional offers to present. The consumer can expect to be contacted by their casefile representative to address any additional inquires regarding their concerns. 

    • Initial Complaint

      Date:07/05/2022

      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.
      Bought flooring and with in a month started bulging to its a safety concern Had contractor come back out to house inspection and gapping from wall is good. I have provided pictures and emails saying might be a material defect. They state it’s improper install Double checked it’s still gapped and bulging in areas on main walkway. No water damage or moisture. May have been several bad cases with bad humidity. I have asked ll flooring customer care to come down have an agent to verify they refuse. I am going back and forth with them. Not seeing satisfaction from customer care charde Need some push to help find root cause. LL Flooring Claim# ******* ********* 

    • Initial Complaint

      Date:06/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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: February 2022 Cost was $********* LL Flooring offered quality hardwood flooring at a discount price The hardwood flooring is/was not color stable when boxed and sold to us LL Flooring sent us in writing that our claim is denied and considered closed

      Business Response

      Date: 06/27/2022

      Thank you for contacting us. We regret to hear about the consumer's concerns. At this time, we have reviewed our records with the information provided and we are unable to locate an order for the consumer. We ask that the consumer please provide us an order number, customer number, or case file number to assist us in researching their concern. 

    • Initial Complaint

      Date:06/22/2022

      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 and through the flooring purchase also paid for installation. The installers damaged the following, brand new cabinets that had been installed 5 days before they began flooring installation, front door, and stair railing. I have provided a quote from the cabinet facility for the replacement which was verified by the installation company. The payment has never been issued. A claim was filed with LL Flooring installation department and was never resolved. Numerous phone calls and emails have gone unreturned. The installation time line was completely off base, our family was told 3 days and it took 3 weeks. I specifically asked them to start after the Christmas holiday so I was not displaced from our home for the holiday and after assuring me they would finish in time I was left with the job half completed at the holidays. I was told to provide proof of the loss of pay, and after providing paystubs the company stated that is something they would not cover. When I checked on the work I found our fridge and freezer unplugged and after assuring me they would cover the cost of the food they have now refused to issue payment. The company left the front door open with the saw set up on the front step, coating both levels of the house with sawdust after advising a professional cleaning crew would take care of that, one was not sent. Overall LL Flooring did not stand by their installation crew and they have not issued payment for the items that were damaged, they have not communicated with us the delay in doing so as it has taken over 6 months now.

    • Initial Complaint

      Date:06/21/2022

      Type:Product Issues
      Status:
      Answered
      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.
      First the order was not shipped over 20 days from date of order. No one takes responsibility of the issue and meaningfully try’s to fix it. Story short I have a damaged flooring, with a missed promise of a refund. Today after several days I’ve been given a runaround and I want a full refund of almost $** floor this has been too long since I initially purchased the floor.

      Business Response

      Date: 06/28/2022

      Thank you for contacting us regarding the consumer`s concerns.  After reviewing the consumer`s concerns they were addressed on 6/22/2022 we provided the consumer a refund in the amount of $******

    • Initial Complaint

      Date:06/09/2022

      Type:Product Issues
      Status:
      Answered
      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 ~1100 square feet of flooring from LL Flooring in Woodbury Minnesota, the total cost of all the materials and installation was ~****** The flooring does not look anything like the web images and marketing collateral. It is represented as an "Even Color", which it is clearly not. Also, there are numerous dark knots that are filled with black filler. These are also not shown on the instore sample or marketing collateral. The installer was supposed to have me sign off that I was ok with the floor before he was 20% completed. I was not shown this paper work until after the installations was done. The installer essentially begged my to sign off so he could get paid. The job is still not completed 2 months later. As for the installation, the installer did not follow procedure during the install process and did not check the floor for being level prior to starting. Now I have spots where the floor will flex and sink when walked on. At one point in the installation I pointed this out to the installer. He said he would not continue until the floor was leveled and that he was not capable of doing it. I was then charged an additional $*** to remove and install the flooring again. https://www.llflooring.com/p/virginia-mill-works-3-8-in.-blue-ridge-oak-distressed-engineered-hardwood-flooring-6.38-in.-wide-10048513.html?ogmap=SEM%7cACQ%7cGOOG%7cSTND%7cc%7cHARDWOOD%7c%7c%7bcampaign_name%7d%7c%7badgroup%7d%7c%7c1652083333%7c130299772967&c3api=6090,130299772967,dsa-1413941221650&gclid=CjwKCAjwtIaVBhBkEiwAsr7-c6_fPVvIWLSiytzccIDylvhebfYz9uL9dNRrJVzJw5gqtiizjtHNrxoCRe8QAvD_BwE&gclsrc=aw.ds

      Business Response

      Date: 06/30/2022

      Thank you for contacting us. We regret to hear about the consumer's concerns. According to our records, we have reviewed the consumer's flooring conditions in accordance with our product and installation warranty guidelines. An update was provided to the consumer on 06/29/2022 as we are currently negotiating a resolution for the consumer. At this time, the consumer can expect to continue to receive updates from their casefile representative as they are readily made available. 

    • Initial Complaint

      Date:06/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 enterd into contract with LL Flooring on March 20, 2021 to purchase and install flooring at my home. I paid $6,431.21. The flooring and supplies were delivered to my home in April and the install finally occured in May, 2021. The installer at that time, *****, ordered additional quarter round to complete the job. He was also ordereing kick plates to go around my kitchen cabinets (he severely damage the kick plates I lready had). He needed to re-hang my closet doors. When I paid for and picked up the supplies a few weeks later and called him to complete the job, he no longer worked for the company. Since then I have been engaged in a huge amount of calls and emails between myself, the installation company hired by LL Florring (RW Flooring), and LL Flooring customer care. At one point, it seemed to have been getting close to resolved (December, 2021), as the installer actually talke to me on the phone and got measurements. I also informed him of some things that had gone wrong with the flooring since then. I never heard from him again. I have continued to call & email my LL Flooring customer care representative, Waliah N, and RW Flooring. The response from corporate customer care is that they are trying to get in touch with the installer (RW Flooring). The response fro RW flooring is to forward my emails to someone else on their customer care team.

      Business Response

      Date: 07/04/2022

      Hello,

      Thank you for your inquiry. We truly apologize for the experience you are having.According to our records, this appears to be an active case file and an offer was made to the consumer on 6/27. Any/all updates will be provided once they are received. Please let us know if there is anything else that needs to be addressed.

      Thank you for choosing LL Flooring!

      Senior ****************************************** ****

    • Initial Complaint

      Date:06/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 had flooring from Lumber Liquidators installed this past October. The flooring has separated three times. On the most recent occasion, I have placed multiple calls to Installer and customer care. No one responded

      Business Response

      Date: 07/11/2022

      Thank you for contacting us regarding the consumer`s concerns. According to our records we have reviewed the consumer`s flooring concerns in accordance with our product warranty and installation guidelines. We regret to hear the consumers concerns have not been addressed.  The consumer can expect to receive further communication from their case file representative for further assistance.

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