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.

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  Empire Today, LLC

  333 Northwest Ave Northlake, IL 60164-1604

  
• 

  Empire Today, LLC

  200 Elm St North Haven, CT 06473

  
• 

  Empire Today, LLC

  120 Spagnoli Rd Ste 3 Melville, NY 11747

  
• 

  Empire Today, LLC

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today, LLC

  1864 Enterprise Parkway Twinsburg, OH 44087

  

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:06/21/2025

  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.

  I was waI was scheduled to have flooring installed on June 19, 2025, as part of a two-day installation. However, part of my current flooring was removed, and it was later determined that the new product was defective. After discussing the issue with the company, I learned that the product had not been checked before leaving the warehouse. A new installation date was set for June 21, 2025.On that day, at 7:00 AM, I received a call from the installer informing me that they would not be able to come until June 22, 2025, due to a scheduling conflict with another job. My house is in disarray, and I have already used vacation days and paid for pet daycare for this project.

• Initial Complaint

  Date:06/21/2025

  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.

  Deposit made for carpet removal and installation of new carpet. Installers arrived and said the carpet to be installed was very cheap. They contacted their manager and left. We cleared out all of our furniture and had to put it all back. **************** was awful. No one got back to me. Nothing to show for $1,000

  

  Business Response

  Date: 06/26/2025

  We appreciate
  the customer contacting us regarding their concerns. 

  The customer reselected and the new install date is Friday, June 27, 2025.

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23500504, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Angela Shafer

• Initial Complaint

  Date:06/20/2025

  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.

  Empire Today installed my carpeting. I paid for haul away service and the installers left the carpet at my curb. Code enforcement has now tagged me and I have to pay again to get it removed. I called Empire Today and they gave me a case number but stated I had to wait 3 business days for someone to get back to me. This is not acceptable as I paid for a service that wasnt performed and am now getting penalized for it

  

  Business Response

  Date: 06/24/2025

  We appreciate the customer
  contacting us regarding their concerns.

  We have issued
  a refund on June 23, 2025 to the customer regarding the haul away issue.  It can take 7-10 business days for it to
  appear.

  We apologize
  for any inconvenience and thank the customer for their feedback.

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23496662, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Judy Edwards

• Initial Complaint

  Date:06/19/2025

  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.

  I purchased luxury vinyl flooring from this company and it is defective. I brought it to the companys attention. The first month I got the floor installed, and problem is persisting and not being resolved. I also purchased Extended Warranty.

  

  Business Response

  Date: 06/26/2025

  We appreciate
  the customer contacting us regarding their concerns. 

  The area customer service manager contacted the customer and scheduled a courtesy repair for Monday, June 30, 2025.

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23384786
  
  
  
  I am rejecting this response because: the repair being done is not related to this complaint 
  
  
  
  Sincerely,
  
  
  
  Edith/michael Higdon/dennis

  

  Business Response

  Date: 07/01/2025

  We provide a one (1) year labor warranty, in addition to the
  product warranty from the manufacturer.
  

  The
  customer’s installation was completed  October 24, 2023.

  The customer did not complaint about the texture of the flooring until November 4, 2024, thirteen months after installation.

  An assessment was completed on April 18, 2025 and submitted to the manufacturer.  The claim was denied by the manufacturer as the LVP had no defects and is the characteristics of the product's design. 

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23384786
  
  
  
  I am rejecting this response because: I brought up my concern with the defect within the first  30 days of having the floor installed when the defect was only showing in a small area… I called back when the defect started showing up over the whole floor.
  
  
  
  Sincerely,
  
  
  
  Edith/michael Higdon/dennis

• Initial Complaint

  Date:06/17/2025

  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.

  In June 2023 Empire installed Lux vinyl plank flooring in my condo for $6000.00+ This flooring came with a 35 year guarantee including water damage. In April 2025 I initiated contact with Empire because several planks were warping and an edge caught and tore the vinyl. I had to call multiple times and I was given a different case # each time. At one point I was sent a copy of the warranty and a copy of the bill for someone else. In May my claim was denied. I replied to the denial and have heard nothing else.

  

  Business Response

  Date: 06/24/2025

  We appreciate the customer calling in to share their concerns. 

  We provide a one year installation warranty as well as the product warranty from the manufacturer. The customer's flooring was installed in June 2023. As this was outside of the installation warranty and the damage was site related, a cost for service did apply. Service was completed on June 20th. 

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

• Initial Complaint

  Date:06/16/2025

  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 installers on 3/18/2025 broke a beveled glass mirrored closet door in the master bedroom. All we are requesting is compensation for costs to replace the door working with ********** and a local installer, quotes attached. We also submitted to Empire a quote from Lowes as requested and all that has transpired is unmet promises to give us a decision on which quote to use. This process has taken 3 months without any comments from Empire except it is being reviewed by some board. There is only a 4 dollar difference between the two quotes. We want reimbursed for the amount I listed so we can proceed.

  

  Business Response

  Date: 06/19/2025

  We appreciate
  the customer contacting us regarding their concerns. 

  The local Area Customer Service Manager contacted the customer and have come to an amicable resolution.

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23476537, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  David Herr

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising 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.

  I purchased carpet from Empire Today on 2/24/25. The salesperson, ***** *****, sent me an email stating for the carpet I purchase I would have a monthly payment of $97.93 for four years at an *****% interest rate. I have this in writing from the sales representative. My monthly payment is in fact $258. I called the finance company and they confirmed the price that I paid for my carpet was for the contracted amount and my loan term is fours and my monthly interest rate is *****%. This was obviously a bait and switch tactic they used on me. I was fine paying they amount I did for the carpet, but I want my monthly payment to be what was quoted.

  

  Business Response

  Date: 06/30/2025

  We appreciate the customer reaching out to share their experience.

  We regret that an error that was made and have since reached an amicable agreement with the customer.

  We apologize for the customer's experience and thank them for the opportunity to address this matter.

  Customer Answer

  Date: 07/06/2025

   
  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: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:06/10/2025

  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.

  Various members of Empire today engaged in unethical and potentially illegal business practices. They did not follow the Better Business Bureau Standards of telling the truth, being transparent, honoring promises, or being responsive. They have also left the job incomplete for over 1 month.Please see the attached document for detailed information. The word count was too large to fit into this box.

  

  Business Response

  Date: 06/27/2025

  We appreciate the customer's additional feedback and are actively working towards resolution with them. 

• Initial Complaint

  Date:06/09/2025

  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.

  Carpet is malfunctioned and not living up to what it was sold as. Trying for over a YEAR to get help/reimbursement or just a replacement! Please help me

  

  Business Response

  Date: 06/16/2025

  We appreciate the customer contacting
  us regarding their concerns.

  We have spoken to
  the customer and advised that the mill declined the claim.  We have provided a quote to replace the carpet but
  the customer has declined to move forward.

  Should the
  customer change their mind, we are more than happy to schedule the paid replacement.

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23445015
  
  
  
  I am rejecting this response because: I paid extra for the warranty and they told me if anything happens they would replace it for free. Now they said it will cost me 3,000 to replace carpet. This started over a year ago. The manufacturer rejected it because they can do that without contacting the customer. The problem still exists. The sales person Rick said they would replace the carpet. I would have never went with Empire if I knew they didn’t follow through. 
  
  
  
  Sincerely,
  
  
  
  Melissa Rundquist

  

  Business Response

  Date: 06/17/2025

  Empire provides a one (1) year limited workmanship and servicing warranty, in addition
  to the product warranty from the manufacture to all consumers.  Empire does provide consumers the opportunity to purchase an accidental protection plan called Empire Service Plan. 

  The Empire Service Plan only covers accidental damage caused by the consumer per the terms and condition in the purchase agreement.  The damage to the customer's carpet does not meet the terms and conditions under the service plan.