I submitted a scathing review of LL several months ago. The product (Bamboo) was substandard and the installation was terrible.
Although the process to resolution took way too long, it did occur. LL did pay for removal of the poorly installed flooring and replaced the flooring. We paid for the upgrade between the bamboo and the oak but I feel that was a reasonable resolution. In order to get to resolution, we escalated the problem beyond the very ineffective customer service rep assigned to our case.
Once we were at a dead end, I wrote a letter to the corporate office. They assigned a new case worker and they quickly saw that they were at fault for the product/installation fiasco. Now that we have oak floors installed by a different team, we consider ourselves satisfied and the issue resolved.
The original floor was Morningstar Bamboo - Peking Antique. The new floor (which we love) is Virginia Mill Beartooth Mountain Oak