Lumber Liquidators — Local services in New York

While I can't complain about the quality of the wood they provide, my experience working with LL Flooring was incredibly unpleasant and challenging. It took almost six weeks for my products to be delivered, delaying my overall construction project and resulting in my incurring additional personal costs. This was after paying the initial deposit and frequently calling the store for an update on my order. Although the staff indicated they were looking into it and would call me back, they never called me back. I always had to chase and it took several weeks to get the problem resolved. Even once the delivery was scheduled, they didn't make the full delivery, which I only found out after my contractor (a third party) noted this. When I called LL Flooring, they barely acknowledged that they should have informed me that they would have to schedule a second delivery. If I hadn't called, they never would have reached out. It was a third party delivery person that informed me of the problem. When they finally did schedule the second delivery a few days later, something I had to coordinate with the delivery driver because I was getting inconsistent guidance from LL Flooring, they had incorrectly put a balance on my account that I had to pay before the order could be delivered. After the delivery was made, they refunded me the small balance, but indicated that it was because the orders come in pre-specified sizes, so the system had to generate the excess order. However, I shouldn't have been charged, but I was anyway. The staff there is very new, which was often their explanation as to why there were issues, but they never called me back, they didn't communicate to each other on the ongoing situation, so I had to keep re-explaining the problems. None of these things have to do with understanding the product; these are basic professional practices that the service failed to deliver upon. There seemed to be little accountability to acknowledge the issues on the part of LL Flooring. There was no effort to offer some form of compensation for the challenges that arose, even when I came all the way out to the office to pay the outstanding balance. In fact, when I purchased glue to have shipped as part of the delivery of the second batch of wood, they said that I should have been happy with the fact that they weren't charging me for delivery of the glue. Yet, it was the fault of LL flooring that a second delivery had to be scheduled because they didn't manager the inventory and order properly. I was very disappointed and there was no effort to offer some form of compensation for the challenges created by LL Flooring. I plan to call the regional manager and share with my friends that are undergoing contractual projects not to use...

I want to extend my appreciation to the store manager, Travis, and his dedicated team members, Cynthia and Ronald. They possess an impressive level of knowledge and enthusiasm, providing me with all the essential information I needed. This extended beyond helping me choose the visual aesthetic I had in mind; they also covered the technical details, ranging from the various wood materials to the installation process and long-term maintenance.

Travis, in particular, played a significant role in guiding me through every step of the process, including explaining the available installment payment options. Offering home samples is a practical help. It lets us check how the wood looks in our home's lighting, how it matches with the walls and rug, and how the tile size fits. This helps us make a better choice.

The installation crew, led by Anthony, also deserves commendation for their efficient and flawless work. They arrived punctually, and Anthony took the time to walk me through the intricacies of the installation process. They took care of some of the heavier furniture by moving them carefully within the space.

This entire experience has been enriching. Beyond acquiring a beautiful new floor for my apartment, I have gained valuable insights and knowledge about floor tiling, which will undoubtedly prove beneficial for future home renovation projects. I wholeheartedly recommend this store, especially its Brooklyn Gowanus location, for their...

You get what you pay for and in my case, even less. I bought some flooring on 7/13/24. I brought it home and was supposed to have it installed by someone else. I was told by my contractor that the floor I bought would buckle with temperature changes. I was instructed to get a floor that was waterproof and not flexible. I call LL flooring and ask about the return policy. They told me that they are rebranding and will no longer be called LL Flooring but lumber liquidators instead and they are cannot lookup orders for exchanges. The policy on their website is a 90 days for exchanges or returns. I'm within the 90 day window. The next day they change the policy online. I decide to put the flooring in my car to take it back. I looked up the store hours to make sure they were open and they were closed on 10/6/24. I filed a dispute with my credit card.

I also heard that they change the connecting mechanism of the tiles every 5-10 years. So when you look for 1-2 pieces to replace, you have the replace the whole floor. If you buy from them make sure you keep 2-3 extra boxes in storage ready...