Lumber Liquidators (LL Flooring) Customer Care: A Practical, Expert Guide

Who Handles Customer Care Today

Lumber Liquidators changed its corporate name to LL Flooring in 2020. If you purchased from “Lumber Liquidators” in earlier years, your customer service is now handled by LL Flooring. You’ll find support, order lookups, and store information at llflooring.com. The company operates hundreds of stores across the U.S., and most order-specific issues (pickup arrangements, exchanges, post-installation service) are handled by the store that sold or delivered your materials, while centralized support assists with policy questions and escalations.

Knowing whether your order originated online or in-store speeds resolution. Online orders typically have a web order ID and email confirmation; in-store purchases have a sales order or invoice number printed on your receipt. If you used LL Flooring–arranged installation, your paperwork will also reference an installation work order. Keep all three handy—customer care will use them to locate product lots, delivery dates, and installer schedules.

How to Reach Customer Care Efficiently

Start at the Contact Us and Store Locator pages on llflooring.com. The website routes inquiries to your local store or to centralized teams based on topic (order status, delivery, installation, returns, warranty). Live chat is often available during business hours and is the fastest way to get product specs, availability, or appointment confirmations in writing. For delivery exceptions (missed delivery, visible freight damage), contact the store or carrier the same day; time stamps matter when filing claims with freight partners.

Local stores are the best first stop for after-sale service, because they can physically inspect products, arrange in-home assessments, and authorize straightforward returns. For complex warranty claims or multi-store projects, the store will coordinate with regional or corporate support. If you need to share photos or video, ask for the approved upload method (secure link or email). Always confirm you receive a case or ticket number, and note the name of the associate and the date/time of your conversation.

• Website: Use the Contact Us page on llflooring.com and the Store Locator to find your selling store’s phone and hours.
• Live chat: Available on many product and support pages; useful for order lookups, stock checks, and documenting answers.
• Your selling store: For exchanges, pickup issues, installation scheduling, and post-installation punch lists.
• Installation partners: If LL Flooring arranged installers, the store can conference in the partner to align on next steps.
• Social channels: Direct messages to LL Flooring’s verified accounts can help with visibility, but keep the case in official channels for records.

What to Have Ready Before You Call or Chat

Customer care moves faster when you provide specific documentation. Gather your sales order or web order ID, the selling store location, order date, and delivery date. If you’re reporting product concerns, document the room size (square feet), how much overage you ordered (a 7–10% overage is standard), the installation date, and the installer’s name. Note site conditions that affect floors: subfloor type, acclimation time, and ambient conditions at installation.

For hardwood and engineered wood, moisture and environment details are critical. Typical guidelines are 6–9% wood moisture content at install, with interior relative humidity around 30–50% and temperatures between 60–80°F. For vinyl plank, record subfloor flatness (commonly 3/16 inch over 10 feet or 1/8 inch over 6 feet), and for tile underlayment or glue-down products, note the adhesive or underlayment brand and lot. Photos should be clear, well-lit, and include a ruler or coin for scale.

• Proof of purchase: Sales order or web order ID, receipt, and any financing documents.
• Product identifiers: SKU, color, width, finish, and lot numbers from box labels (photograph each unique lot).
• Site data: Room square footage, acclimation start/end dates (48–72 hours is common for many products), RH/temperature readings, and moisture meter readings.
• Installation details: Method (float, nail, glue), underlayment or adhesive brand, trowel notch size, and installer/company name.
• Evidence: 5–10 photos or short videos showing the issue from multiple angles, plus close-ups with a scale reference.

Returns, Exchanges, and Claim Timelines

Most flooring retailers accept returns on unopened, full cartons within a defined window shown on your receipt—often 30 to 90 days. Opened boxes, cut-to-measure goods, custom transitions, and special orders are frequently nonreturnable. Restocking fees can apply (commonly 10–20%) and shipping charges are usually nonrefundable. Always call the selling store before bringing returns; they will check inventory, confirm eligibility, and explain packaging requirements to prevent damage in transit.

For freight damage, act fast. Note any visible damage on the delivery receipt and photograph the pallet and labels before unwrapping. Concealed damage should be reported as soon as it’s discovered—ideally within 24 hours of delivery. Claims typically require photos of packaging and the damaged material. Once a refund is approved, expect 3–10 business days for funds to appear, depending on your payment method and bank processing times.

Warranty Support for LL Flooring Products

Warranty terms vary by product line. Residential warranties often range from 10 years to lifetime on wear-through for certain laminates and vinyl, while engineered and solid hardwood warranties commonly include structural integrity and finish for specified periods. Light commercial warranties are generally shorter (for example, 3–10 years). To preserve coverage, follow the installation instructions and care guides provided with your product—incorrect adhesives, improper acclimation, or out-of-range humidity can void coverage.

For a warranty claim, customer care may request an on-site inspection by a qualified, independent inspector (often NWFA-certified for wood) who will take moisture readings, evaluate subfloor flatness, and review installation methods. Keep all leftover cartons and labels until you are satisfied with the installation; lot traceability is essential. If approved, remedies can include replacement material or a prorated credit, per written warranty terms. Ask for the full written warranty for your exact SKU and keep it with your project records.

Installation Services and Aftercare Coordination

If you used LL Flooring–arranged installation, your selling store coordinates scheduling and service calls with the installation partner. Typical lead times range from 7 to 21 days depending on season and scope. Prior to installation, complete a site-readiness checklist: HVAC running for at least 5–7 days, subfloor dry and flat, and all materials acclimated as specified in the instructions. Confirm what is included in your labor quote—furniture moving, appliance disconnects, baseboard/quarter-round work, and disposal may be line items.

After installation, compile a punch list within the first week. Minor items (transition adjustments, trim touch-ups) are usually handled quickly if documented with photos and sent to the store contact. Many installers provide a workmanship warranty (commonly around 1 year); material warranties are separate. Keep the installer’s card and your signed completion paperwork—these help customer care dispatch the right team if service is needed later.

Escalations, Documentation, and Response Expectations

If your issue is not resolved at the store level, ask for escalation to a store manager, then to the regional or corporate customer relations team. Provide a concise timeline in writing: dates, who you spoke with, what was agreed, and supporting photos. Clear documentation typically shortens resolution times by days. Keep communications in a single email thread or case log and reference your case number in every message.

For formal correspondence, request the current mailing address for Customer Relations from the Contact Us page and send copies (not originals) of receipts, photos, and inspection reports. Use a trackable method and keep the tracking number. Reasonable response targets are 1–2 business days for acknowledgment and 5–10 business days for a substantive update, depending on whether an inspection or replacement shipment is involved.

Pro Tips to Avoid Delays and Disputes

Order accurately and plan for waste: add 7–10% overage for straight lay, 10–15% for diagonals or herringbone. Verify subfloor flatness before delivery; a typical standard is within 3/16 inch over 10 feet or 1/8 inch over 6 feet. Run HVAC to stabilize the space for at least a week before acclimation, and record RH and temperature on the day you open boxes and on installation day. For wood, target 6–9% moisture content; for concrete slabs under glue-down, confirm acceptable moisture via ASTM tests recommended by the adhesive manufacturer.

Use the manufacturer’s care guide for your exact SKU. Avoid steam mops on wood and laminate, use pH-neutral cleaners, and add felt pads to furniture. Place walk-off mats at entries and maintain RH between 30–50% year-round to minimize movement. Keep one labeled box of leftover planks and all paperwork together; having the lot number and a few spare boards can turn a multi-week special-order wait into a same-day fix if a repair is needed.

What is the lawsuit against Lumber Liquidators bamboo flooring?

Lumber Liquidators has agreed to pay up to $30 million to resolve claims that their bamboo flooring is defective and prone to damage. The settlement will benefit Class Member consumers who purchased Lumber Liquidators Morning Star Strand Bamboo flooring between Jan. 1, 2012 and March 15, 2019.

What are the complaints against Lumber Liquidators?

The litigation alleges that Lumber Liquidators made false statements that its Chinese-manufactured laminate flooring, sold between January 1, 2009 and May 31, 2015, complied with California Air Resource Board’s (CARB) formaldehyde emissions limits.

What is the refund for Lumber Liquidators?

Products can be returned within 30 days of receiving them. A 25% restocking fee will apply to all returned items.

Is LL Flooring reopening as lumber liquidator?

Sullivan told The Associated Press that the 219 stores set to be purchased by F9 will open under the Lumber Liquidators name again. “We’ll be getting back to basics,” Sullivan said.