Lumber Liquidators — Local services in Albany

I usually write positive reviews, but my experience with LL Flooring has been so frustrating, costly, and unprofessional that I feel obligated to warn others. If you're working on a tight timeline or value communication, accountability, and basic professionalism—look elsewhere.

Here's the tl;dr - I placed an in-store order with LL Flooring on April 1st, clearly stating this was a rush project due to a scheduled custom cabinet install. I even said I’d take in-stock items to meet the deadline. I was assured that both the in-stock and special-order materials I selected would be available on time. What followed was a series of miscommunications, delays, incorrect deliveries, and unhelpful customer service, resulting in over $4,000 in unexpected contractor costs, wasted time, and a severely delayed project. Despite LL Flooring’s role in all of this, corporate refuses to take responsibility and is only offering a slight discount on my materials as remuneration.

Just so you all see, here's a play-by-play of this fiasco: 4/1 – I placed the order in-store, emphasized urgency, and was told materials would be ready by 4/7. I planned for two pickups: one for in-stock hardwood, and one for special orders. 4/2 – Contractors picked up the hardwood but noted it was short. I realized I hadn’t been advised to order the standard 10% buffer or transition strips. I had to rush-order additional materials. 4/3 – Contractors made an extra trip to pick up the missing hardwood. This cost me a half-day minimum charge unexpectedly. 4/7 – I called to confirm the special order arrival. Only part of the order had arrived—the rest wouldn’t be in until the following week. This derailed our timeline, but we were forced to move forward. 4/8 – I was told by the manager that part of the order (some flooring, quarter rounders, underlayment) was available, and transition strips were arriving that day. He gave my contractors the go-ahead for next day AM pickup. 4/9 – Contractors showed up in the AM, waited 1.5 hours, then were told nothing was available for them. When I called, the staff member raised his voice and said the manager yesterday was mistaken: the available material was allocated to a different project, not mine. I called back in the afternoon, begging for at least underlayment to start partial work. I was told my contractors could now pick up - the same materials they had been denied that AM. That day ended with two extra contractor trips. 4/10 – We found that 12 of 17 hardwood boxes we had were the wrong size. This was flooring we picked up and acclimated based on LL’s guidance. Contractors had to return again, and installation was paused for another week to acclimate the corrected planks. Rooms remained demo’ed and unusable for weeks. 4/11 – I checked on the remaining special order and was told it wouldn’t arrive in time. I swapped it out for in-stock materials and sent my contractors for another pickup.

So, ultimately: We planned for 2 contractor trips, but LL Flooring caused 6 extra trips, costing me over $4,000 in additional labor. This doesn’t include the stress, lost time, and having parts of my home demo’ed and unusable for weeks.

When I contacted customer service, they hid behind fine print I was never shown. I was only given a payment link in-store—no terms or disclaimers were presented to me. If I had known their policies shield them from any installation-related accountability, I would have never placed special orders through them. I feel completely baited and switched. Despite multiple missteps on their end, they refuse to cover my added contractor costs, and can only credit back 15% of my materials (

I am really saddened that even though I had a decent sales experience (I actually ended up having to call a second time to ask for an extra 10% of flooring and transition strips, which they didn’t ask me up front about), ultimately the delivery has been really botched.

When I ordered I explained I had a rush job so would be flexible getting stuff in stock unless we knew the orders would arrive quickly. I was assured my special orders would arrive by Monday (two days ago). I called Monday to check and they told me only part of my order had arrived, but my contractor could pick up that part.

My contractor arrives Wednesday (today) to pick up, and they get told they have nothing there for them. I am paying my contractor for their time to pick up and the LL guy there tells me the flooring they had here was allocated for a different project that has been in the works since December and they cannot give me the flooring the other LL guy had promised me. They basically implied since it was a different guy who told me who I could pick up who wasn’t in today, I’m SOL.

In addition, they were really rude and raised their voice at me while I was expressing my frustration and asking what is possible here since I have a rush job.

I cannot in good conscience recommend someone buy from LL Flooring in Albany at this point. Their service is disjointed and they constantly seem overwhelmed and understaffed, which doesn’t help if you need customer service.

I am trying to see if someone from LL in San Jose can help me out instead at this point. I am hoping they may be able to help me better understand my options at this point. I know I want a full refund/or no-few exchange for something available and in stock, and ideally compensation for wasting my contractor’s time that I am paying for.

Pretty saddened about this whole situation.

Adding in an update.

After this initial fiasco we found out that they had given us the wrong size hardwood flooring. We had already waited a week to acclimate this hardwood flooring to our rooms, only to find upon starting install that they had given us 12 boxes of the wrong size hardwood flooring (the boxes looked exactly the same - only tiny labels on the sides indicated any difference in the material inside). So, we lost even more time and money due to this mistake, since we had to go back, exchange these for the right size floors, and wait another WHOLE week to acclimate.

I reached out to LL customer service as the comment below suggested and asked for help with this fiasco.

They said they were sorry, but since their T&Cs (which were never explained to me) say that there is never guarantee of delivery times, I am SOL. If I had known this, I would NOT have made any special orders in the first place.

The most they could offer was a slight discount and refund, which doesn’t even begin to cover the $4.2K I’ve lost here on additional contractor fees that should not have been an issue in the first place. I’ll be sure to post another detailed review on this so folks can see exactly how poor LL flooring service and...

I was just reading some of the reviews from some of this happy customer and I’m glad that they had a good results. However, mine has been the worst experience I ever had. I’ve been trying to get my order for five months. They deliver the wrong product the wrong size After four months.thi last month I’ve been trying to get the order complete and is been horrible it would be a very long review. If I describe every excuse and lie. I’ll try to be short. They lie over and over and over about when the order was placed. When the order will be here they just keep giving me excuse after excuse about why I wasn’t getting The product delivered to the point that they just hang up the phone on me or they will put me on hold for 15/20 minutes. I reach out to different customer service department to get the same answer. I apologize we are trying but nothing happened. They have extremely bad customer service. Think about this. You call you talk to a representative and they hang out the phone on you because you tell them that they are not being honest in this five months not one call was return after they told me about 50 times. give me a few minutes, give me a couple hours. Give me a day to find out what’s going on and I will call you back. They have never called me back to this day. All I want is my money back. I don’t want the product anymore zero points in...