ComplaintsforLL Flooring

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased floating vinyl flooring from LL Flooring around the beginning of February 2023. The amount financed was 4k which included all material and labor costs. After picking up the product from the store, the installers rescheduled my install 3 different times. I was having family come and visit in May of 2023, so I was needing this installed prior to their arrival. The install was around mid-March and was completed in 1 day for about 1k sqft area, I was told it would take 2 days. After the flooring was installed, there were issues with soft spots when you would walk on the floor. The installers have come out about 5 times to fix numerous issues. Currently, there is buckling again, an area lifting, and flooring print to peel off. I have outreached twice to the *** that I have been working with & have heard no response. During a repair, the underlayment was not covering the tile flooring fully, they said that it would not make a difference. They have constantly blamed issues on choosing cheap flooring and too thick of underlayment. I have asked the *** to have another company come out, but they said no. So my issue is, we are coming up on a year and have had nothing but issues with this flooring. To the eye, it is very pleasing to look at, but walking on the flooring or trying to clean it, is another story. The floor still has several areas of these spongy soft spots, a few areas where the flooring is either buckling or bending & failing. I would like for a different company to come out and assess the flooring issues that I have. I feel that the original installers did a rush job because I was already re-scheduled so many times & was frustrated that it caused the issues that I am experiencing today. I cannot stand to walk on the flooring because it feels as if you are walking in a mobile home that has experience flood damage. I have attached pictures of what my floor looks like to date after the fixes. Overall, extremely dissatisfied from the purchase to date.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased flooring on 9/22 with the understanding that the extra T molding piece would be shipped immediately the next week and for which I paid $25 for shipping. Never received this piece and after talking to corporate they had no record of the order. Tried calling the store many times and never managed to get anyone to answer. Went to the store on Monday, 10/14 and was informed that with the changeover they had no access to orders prior to the previous week. Not the store's fault, this goes to corporate level. Contacted customer service, absolutely no resolution. I'm done, I'm done with this company and everything about it. When I purchased this flooring they had the ability to go back 12 years ago and tell me what flooring I bought, now they have nothing.I just want my $74.83 refunded to my **************** and put this behind me.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On sept 11th ************************* the amount of *******. Order number *********. It should have been delivered on October 7 2024. They have not delivered it. The warehouse that it's in is closed. I call customer service and not a single person available to speak with has any answers. There is also no supervisor available to speak with. They keep saying they'll escalated it and get back to me within 24 to 28 hours but never do. It's over a week and I'm feeling like I got scammed.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased flooring from LL Flooring in August 2024. I tried to make a return today and was told I am not able to return this because they are now under new management (Lumber Liquidators). They will not accept these 6 boxes of unused flooring now and I also have a store credit of $405.15 which I can not use. I was told at the store today they can no longer access any LL Flooring documents to even locate the purchase (I do have my receipt). There are other LL Flooring stores in my area, but when I called the ********* location, I was told the return had to be made at the store where it was purchased (the same store that just changed management).I was never notified of this transition in companies or I would have made the return immediately and used my credit before it was lost. I would like to get a credit to my credit card for the 6 boxes of flooring and the $405.15 store credit that was on my account before the change. If this is not feasible, I would like a credit for the flooring/store credit to be used for a future purchase at Lumber Liquidators. Thank you, **** ******

• Initial Complaint

  10/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On September 16, 2024 I ordered $8781.57 worth of flooring from LL Flooring using their ************** credit offering. They promised 90 day free returns and lifetime warranty.I reached out to them today, October 14, 2024, to request to return the un-used flooring and was told that they are no longer accepting returns as of September 17, 2024 due to bankruptcy. They accepted the order and shipped it even when they knew they had no intention of honoring their advertised and documented return and warranty policies. In fact, they are STILL advertising these policies online.I am now having to pay this amount including interest and the flooring is worthless. I just want to return it and get the charge settled but they refused to allow me to return the product and said I needed to file a claim under their bankruptcy.I have filed a dispute with **************, but I don't know where that will go.I don't think filing this complaint will do anything as they are already in bankruptcy so what can it really do to them now.

• Initial Complaint

  10/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought flooring and then business closed for 1 week under 1 name and reopened in other under same product and services . Tried returning product and won't allow .

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went to Lumber Liquidator ******************** on Jul 19, 2024 and bought 58 boxes of Laminate flooring. I checked with the store salesman that I can return if I have extra flooring. I noticed that LL filed a bankruptcy recently after my purchase. on October 4 I went to the store to return 7 boxes of flooring. Most of the flooring were damaged in the package (not my fault, came like that). However, the store already closed. I called the LL customer service and was told nothing can be returned at this moment. I checked their return policy on their website, saying all sale can be returned within 9- days.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  According to the ***** website (googled lumbar liquidators), there is a sale on 219 specific locations listed (liquidation sale). **************************************************************************, is on the list. On 10/10/24, I went to Lumbar Liquidators to purchase flooring (SKU ********), which I found on the website. FYI, every time you googled Lumbar Liquidators to view the flooring, it only opens to the LL flooring website. The flooring I found cost $1.79 sq feet; although it cannot be ordered online, it states that the consumer needs to go to the store, which I chose the store in ***********. On the ***** website, it is on the list for closing. I found the item, noticed the price was $2.99, and asked the store manager about the cost. He stated only stores closing had the sale, and his store was not closing. I needed clarification because the store is on the list, Although I thought it was my error and purchased the flooring for $2.99 with 10% discount. When I went home, I saw the ad on TV, reviewed the website, called customer care, and called support. After all my conversations, I discovered that the Lumbar liquidator had committed Fraud. The advertisement is misleading; the only flooring selection on ****** search (lumbar liquidators) is the LL flooring website. There is no way of contacting Lumbar liquidators: no phone number, emails, or direct website. Whenever I tried to contact someone from Lumbar Liquidators to resolve this, it connected to LL flooring. I tried calling the store, left messages, and emailed the store (1337LL), but there was no response. LL Flooring stated they could not help me because they were not allowed to. LL Flooring stated they could not help me because they were not allowed to. Lumbar Liquidators is restructuring, and the consumers are unaware of it and are paying the price for their incompetence. I was placed between the two organizations war and did not get the discount advertised on the website. I was overcharged over 200 dollars.

  Customer response

  10/30/2024

  
  No, I haven't gotten any contact or compensation from Lumber Liquidators.  Remember, LL Flooring and Lumber Liquidators transitioned when I purchased the flooring, which put me in the middle of their disorganization. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The flooring was installed May 1-3, 2024, by ****** Installations, contract with LL Flooring. The flooring was installed on a brand-new wood subfloor. It took the person doing the flooring measurements several times as the construction was pushed back. On July 12, I made the first phone call to LL Flooring about the floor buckling up. A ******* for ****** Installations came to take some pictures and document for LL Flooring. A ****** ****************** came August 28, to try and see what the problem with the flooring is. They pulled up flooring in the kitchen and have left it as is. The 2nd layer of subfloor had developed mildew and cracked causing the flooring to buckle all through the house. We had been talking to the ******* for ****** Installations and August 28 was the last day we had any contact with ****** Installations or LL Flooring when they said there was nothing they could do, and it was not their fault. After doing some of my own research into the Durvana hybrid resilient flooring we used, the installers did not follow the manufacturers recommendations. They put some kind of plastic/paper barrier under the flooring. There was no mention of any additional requirements we needed to do prior to them installing the flooring. We were under the impression everything was fine for them to do the install. We sent an email to ****** installations on October 8, 2024, asking if they were going to do anything.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had purchased flooring from LL FLOORING in ***************, ***, took delivery but decided we didnt like it. We contacted the store and we were within the time to return for a full refund minus delivery fee. They told us we could return it to the nearest LL FLOORING which was in ********, Ma. We loaded ALL the boxes and brought it to the ******** store. Upon arriving we were met my ******* ********, assistant store manager 2. He checked my invoice against my returns and confirmed everything was there and gave me a receipt for my return. When I compared my charges on my credit card to my credits they were short $279.75 I brought it to his attention and I was told I need to go through customer service. I called several times and submitted all my statements from my credit card company and they still refused to give me my money that is owed to me.

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