Complaints

This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Empire Today, LLC has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Empire Today, LLC

  333 Northwest Ave Northlake, IL 60164-1604

  
• 

  Empire Today, LLC

  58 York Avenue Randolph, MA 02368

  
• 

  Empire Today, LLC

  103 Central Ave Ste 400B Mount Laurel, NJ 08054

  
• 

  Empire-Today, LLC

  771 Dearborn Park Ln Ste Q & R Worthington, OH 43085

  
• 

  Empire Today, LLC

  628 Hillsboro Technology Drive Building G Deerfield Beach, FL 33441

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/5/25 I had a no obligation call with a *** from Empire in *********. Imade selection, set up install date and paid 50% down. I do not have email, empire promised to mail, they did not. Empire comfirmed I would pay balance after install and satisfied. Day of install 7/6/11 installer said I needed new wood laid on floor, and pay before they started work, I refused, NOT what was agreed to, called empire, they said it was in contract that I never received from them and if I cancelled it would be a 25% fee. Said it was in contract I never received. Fee is $1046.31 out of $2092.63 paid. Since contract NOT **** and they did no work and terms agreed to verbally on phone and not divulged by sales ***, I would NEVER, EVER agree to such terms , I want all my money returned and a complaint filed re: these businedd practices.m. Reo sgiwed ne sine fkiirubgm U sekected one and contract written up on ****. I told him I did not have email and he called office and they said they would mail it. Never received. Empire called and confirmed all un

  

  Business Response

  Date: 06/12/2025

  We appreciate the customer contacting us regarding their concerns

  We have completed an ACH(electronic check) refund for the full amount. 

  Please allow a minimum of 7-10 business days to reflect in the customer's account.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Finalized downpayment on Friday May 16th. Was allowed 3 business days to cancel. Made a phone call to cancel on Monday May 19th. Wasn't told that the only way I could cancel was to e-mail by the guy I talked to on the phone. He said everything is cancelled. I even got a call from the salesperson asking why I canceled. But my bank sent me a letter saying they are denying my refund. They verbally told me $7717, but kept getting e-mail with the price being higher. Didn't feel comfortable with the transaction and wanted to cancel. The guy on the other end said the transaction was cancelled.

  

  Business Response

  Date: 06/04/2025

  We thank the customer for reaching out to share their experience and apologize for any misunderstanding. 

  The customer's contract was cancelled and a full refund provided to their original form of payment on May 20, 2025.

  We appreciate the customer's feedback. 

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Against Empire Today Deceptive Sales Practices and Undisclosed Hard Credit Check Im filing a complaint against Empire Today for misleading sales tactics and failure to disclose that their financing process involves a hard credit check, which negatively impacted my credit score.On May 16, 2025, an Empire Today salesperson visited my home for a flooring quote. I intended to pay cash, but was told the quoted price and preferred installation date were only available through a 12-month, 0% interest financing plan. This condition was never mentioned in their ads or initial ************** keep my options open, I agreed to start the application, but was never informed that it would trigger a hard credit check. I later canceled the order, but the credit check had already been done, and a $10,952.16 charge appeared on my account, lowering my credit score. I would not have consented if I had known.Empire Todays lack of transparency and pressure tactics feels deceptive. I believe other customers may also be at risk of similar harm.I am requesting:1.An investigation into Empire Todays misleading sales practices.2.Clear disclosure requirements about hard credit checks and financing-related pricing in all communications.3.Written confirmation to credit bureaus that I have no active contracts or debts with Empire Today.4.A formal apology for the lack of transparency and impact on my credit score.Thank you for your time and attention to this matter. Im happy to provide more information if needed.

  

  Business Response

  Date: 06/06/2025

  We appreciate the customer contacting us regarding their concerns.

  We have attempted to contact the customer to discuss resolution to the customers concerns. The customer has not yet responded to our attempts to speak with the customer.

  We look forward to hearing from the customer and resolving this matter amicably. 

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our experience with Empire Today has been the worst I could have imagined. We hired them to install laminate flooring, and from the beginning, the process has been a complete nightmareespecially regarding the stairs.They subcontracted the installation and tried to convince us to use nose pieces on the stairs that did not match the flooring they were installing. We were told they were the correct pieces but were just a variation that supposedly went with the same pattern. The truth is, they looked cheap and completely mismatched. When we expressed concern, we were met with pushback and excuses, including photos claiming this is how its always done.We made it clear that we were not okay with a poor-quality finish in our custom home. After being given the runaround for months, I finally contacted a lawyer. Only then did Empire miraculously find the proper matching pieces and agree to proceed. But even then, it didnt go smoothly. Once they removed the temporary carpet from the stairs, they realized the staircase required additional adjustments and said theyd get a work order and follow up. They didnt.After weeks of silence, my husband followed up and was told theyd be out the next day. They never showedand we are now three months into this ongoing mess. Our staircase is still incomplete, with nails sticking out, posing a clear safety hazard in our home.This level of disregard and incompetence is unacceptable. I would absolutely not recommend Empire Today to anyone. What should have been a simple installation has become a drawn-out, frustrating ordeal. At this point, were left with no choice but to involve legal action again. Im writing this review to warn others: be very careful before doing business with this company.

  

  Business Response

  Date: 06/16/2025

  We appreciate the customer contacting us regarding their concerns. 
  

  We have spoken with the customer and service has been completed. 

  We apologize to the customer for any inconvenience and thank them for the opportunity to address their concerns. 

  
  

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled an appointment with a sales *** on April 12 for vinyl flooring stated that it was 45% off. He also stated the type of flush stair nose piece is something they specialize it. I then found out that he sold us laminate, not luxury vinyl. Called and spoke with a manager regarding the incorrect product as well as the price being that it was not correct. The appointment to have the floor installation was April 28. on April 25. *** called me and told me they did not have the correct stair nose and had to order it which was going take two weeks but they would come and do the flooring and then come back two weeks later on May 12 to install the correct stair nose. Full payment for the flooring was due including the stairs for a total of almost $13,00. The installer had to leave to go pick up the proper flooring and a makeshift piece of stair nose so that they can start the floor. They didnt leave until almost 10 oclock that night. On May 12, when they were supposed to install the stairs, my husband had taken off of work in order to be here for the installers. Nobody called to confirm the appointment and nobody showed up to do the work. At this point, I had talked to **** ******* *****, and had to now contact ******. Was on the phone with them for an hour and 15 minutes to be told they would have to re-construct my stairs, or they would pay a pretty rug to go on top of my stairs because they still did not have the correct product in it has been over a month and my stairs are still not completed. Theyre not communicating back to me, ****** has refused to contact me back or provide me with her supervisors information and they will not give me a refund. They have lied, they are a fraud but selling the wrong product, selling items they do mot have, they have taken my money and not completed the job. Management is not helpful. This will continue to be escalated.

  

  Business Response

  Date: 06/16/2025

  We appreciate the customer contacting us regarding their concerns.

  We have attempted to contact the customer to discuss resolution to the customers concerns. The customer has not yet responded to our attempts to speak with the customer.

  We look forward to hearing from the customer and resolving this matter amicably. 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23390034
  
  I am rejecting this response because: not one person has called or attempted to call me to resolve my issue.  As a matter of fact, I am repeatedly being ignored regarding how this situation has been being handled. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/19/2025

  We have reached the customer and scheduled service for June 20, 2025.

  we look forward to resolving this matter amicably. 

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23390034
  
  I am rejecting this response because: the appointment I had today was never provided a time frame.  My husband and I both had work.  No on communicated what was happening today.  I emailed last night to be told I should have guessed my time frame to wait for the installer was 8am-6pm.  We have missed several days of work due to miscommunication and no showed by this company.  I want money back and to be left alone.  This company is unethical.  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The carpet and padding was installed to 4 bedrooms and staircase, leaving out the carpet for the 2nd floor landing. I spoke with ******* ******** about the missing carpet. Her suggestion was to pay $650.00 for the unfinished work and material required to complete the job.

  

  Business Response

  Date: 06/04/2025

  We appreciate the customer reaching out to share their experience.

  Due to a misunderstanding the area in question was not included on the contract. Because we removed the customer's carpet in that area, despite it not being on the contract, we agreed to install the area at no cost to the customer.

  We apologize for any inconvenience and thank the customer for the opportunity to address this matter. 

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was hired by my mother and I not long after my dad passed away and did terrible work. Carpet nails still Sticking up in places stabbed my foot as well as my nephews foot, no padding was put between the floor and the carpet. The planks of flooring in the kitchen began splitting and was told its not covered under the warranty. The man refused to talk to me even though I purposely put myself on the contract since my mom Was still grieving the loss of my dad. It was so cruel what they did and she is so upset with it everyday

  

  Business Response

  Date: 06/13/2025

  We appreciate the customer contacting us regarding their concerns. 

  The ************* Service Manager contacted the customer by email on June 3, 2025 and by phone on June 11, 2025.

  The customer advised that she was at work and would respond. We will wait to hear back from the customer.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed carpet and it does not look a all like we purchased

  

  Business Response

  Date: 06/12/2025

  We appreciate the customer reaching out to share their concerns.

  The sample board, contract, and pre-walk through are designed to confirm exactly what you are getting. While we have confirmed that the material installed was the material that was contacted for, we understand the customer is not pleased and we have reached an amicable agreement regarding the installation project.

  We appreciate the opportunity to address this matter. 

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carpet installer came on Saturday may 17th. I was told they we showing up at 10. He didnt show up until 11. Was told multiple people were coming. Only 1 man and his 10 year old son showed up to the job. When setting up the service the salesman made us watch a video about the type of work they do and the service they promise. He then verbally mentioned that new tack strips were being installed throughout the rooms. And he mentioned that transition strips were being installed as well. I was told it should take 3-4 hours to do the work. I was told that heavy furniture was going to be removed before the work started and put back after. Because he was one man, the furniture was moved by myself and my wife. It took over 7 hours to complete the work. Only one man came to do the job. After he left I spoke to the **** manager name ******** on Monday may 19th at 2:30pm. He offered to refund the furniture moving for about $160 and he offered an additional $200 for the crappy service. I asked if there was a way he can offer more because they didnt offer the service I was told about in the beginning. He said he would have to get ahold of the his manager ****. He told me that h*** call me Tuesday morning with an answer. He didnt call me back so I called him at 2:30 Tuesday afternoon. I left him a message. after still not getting a call back I called him back Wednesday afternoon around 12:30pm. Still no answer, I left him another message. I hung up and called customer service to see if I can get an answer from somebody else. I was connected to another manager named *** ******. She said the whole conversation I had with ******** wasnt noted at all and that everything he and I talked about and was promised was noted and couldnt honor. I was also told that everything I was verbally promised with the salesman ****** was noted and conveniently cannot be honored. So now I am promised this great service and received the complete opposite.

  

  Business Response

  Date: 06/03/2025

  We appreciate the customer contacting us regarding their concerns. We have spoken to the customer confirmed installation was completed and we have agreed to a monetary accommodation. We consider this matter resolved.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My floor installation began on 6/30/23 and was not completed due to several installation issues until the end of 7/23. Within one year the flooring started to show signs of warping around the edges of each plank intersection as shown in the pictures. I contacted customer services and described my issue and sent pictures to show and was told that this was an installation problem and that since it had been a year pass that installation it was no longer under warranty. I explained to them that this was not an installation issue, but a material product issue. I asked several times to have someone come out to look at the defective material, but did not get a response. I finally decided to schedule an appointment as if I wanted to purchase another installation on 3/25 where I then received a quick response. Upon the salesman's arrival I showed him my kitchen floor, and the damaged material and he went on to ask me how I cleaned my floor. I replied that I sometimes used a steam mop or a spray mop. He then told me that those were not supposed to be used on this particular floor and that I could only dry mop my floor. Therefore, my floor warranty was voided. None of this was listed in my warranty and it was not explained to me prior to my purchasing this product. Any additional information about this flooring was not shown to me as my contract was a digital contract that did contain all of the pertinent information that I should have had available to me before purchasing this product. This type of salesmanship is deceitful and does not show good faith.

  

  Business Response

  Date: 06/09/2025

  We appreciate the customer reaching out to share their concerns.

  We provide a one year installation warranty in addition to the material warranty from the manufacturer. The customer's laminate ******************** was installed in June 2023. We would be pleased to submit a claim to the manufacturer for review under warranty and have reached out to the customer to gather information to do so. We have not yet heard back from the customer.

  We look forward to hearing back from the customer and resolving this matter amicably. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23360251
  
  I am rejecting this response because:
  I am not satisfied with their efforts to my complaint. They have since offered to come to my home to inspect the damage which is what I expected in the first place. We will see how this comes out. The inspection is to take place on 06/17/25.
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/16/2025

  We apologize for any further inconvenience and appreciate the opportunity to complete the assessment on Tuesday, June 17th.

  Customer Answer

  Date: 06/22/2025

   
  Complaint: 23360251
  
  I am rejecting this response because: After sending a representative to my home to assess the issue, he concluded that the reason that my floor was displaying deterioration was due to my use of a steam mop. This is not an acceptable excuse or reason for my floor to look as it does especially when it was not disclosed to me before I purchased this particular flooring. As I stated before there is nothing in my contract that warns me about the use of a steam mop. I also, will not accept any replacement of the same flooring.

  
  Sincerely,
  
  ****** ******