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

  111 Amor Ave Carlstadt, NJ 07072

  

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:04/04/2025

  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.

  Had LVP flooring installed on March 6th, 2025. The next day we noticed that there were several severely buckling/cracking spots where the cement subfloor was not prepped properly. I called to inform Empire and they scheduled an inspection for March 14th. The same crew that installed the flooring came out to inspect their work (very strange?) and informed us that someone from Empire would call to schedule a repair appointment. It is now April 4th, and I have called multiple times for a status on scheduling the repair and am given them same answer every single time - "***** ***** is waiting for the installer's assessment and will call you today/tomorrow." We got the same answer today and requested to be transferred to ******* manager, but got their voicemail. This unacceptable customer service and a violation of their contract and warranty (the one included in my purchase AND the extended one that I paid for separately.)

  

  Business Response

  Date: 04/23/2025

  We appreciate the customer reaching out to share their experience.

  A manager reached out to the customer to discuss this matter and service is scheduled for Friday, April 25th.

  We apologize for the customer's inconvenience and thank the customer for their feedback.

   

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23160699
  
  I am rejecting this response because the repair work has not been completed.  The repair crew showed up today 4/24/25 but did not have enough materials to complete the repair in full for all three rooms (front office, hallway, living room). The material order that was provided to the repair crew was enough for one room only.  They utilized the materials they had on hand to repair the front office flooring and did a excellent job; however, we still need to set up another appointment to complete the repair which is very disappointing.  Please note that the previous crew that inspected the work on 3/14/25 was the same crew that installed it on 3/6/25, and they had to come back to the house on Monday 3/17/25 because they forgot to have me sign at time of inspection.  All of the paperwork was blank so I have no idea how much material or square footage was estimated. I have attached my (blank) customer copy of this paperwork as well.

  I have contacted ***** ******* (via voicemail and email) regarding this issue.  She has been working with me on this issue and has been very helpful. 

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

  

  Business Response

  Date: 05/02/2025

  We apologize for the customer's further inconvenience. 

  We are in contact with the customer and are scheduled to complete the repairs on Monday, May 5th. 

   

   

  Customer Answer

  Date: 05/05/2025

   
  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.  Please note that it took two months (and three separate appointments + moving furniture) to get this issue resolved, which is not satisfactory, but that the repairs were finally completed today.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/04/2025

  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.

  ******** ***** came out to discuss my options for the project. I told her that I wanted Berber carpeting and she talked me out of it because I have a cat. I have not purchased carpeting in quite some time so she suggested a plush carpet. They installed that on March 11, 2025 and I absolutely hated it. I contacted ******** the very next day and sent her pictures of what the carpet looked like. Well she told me that if I didnt like it that she would check to see if it could be replaced. I have emails from her proving that I was led to believe that the carpeting would be replaced. Well now they are talking about charging me more money which I never agreed to. There was a phase II of the project that was suppose to be completed on April 1, 2025 which was confirmed the day before with customer service. ********************** **** A ****** canceled my install breaching the contract and what I was told they would replace at no cost to me. So I was told they would replace the first phase and there was no mention of additional costs. They have been giving me the runaround for four weeks now and everything is in limbo. I was emailed that they had approved a replacement for what was already installed. I have emails with proof of that. Now Empire Today ********* ******** is telling me I would have to pay more money. So after being lied to and led to believe they would replace the first install now they want more money and they canceled my Phase II install. They are lying and manipulating the truth. I am pretty much done with a company I cant trust. I will follow up with a complaint with the ******************************. I have placed a hold on the Retail Credit Card until this is resolved. Under the Section 75 Consumer Credit Act Empire Today must take responsibility for issues with my purchase. All I want is what they promised me carpeting I originally wanted (Berber). If not they can cancel the whole order. I never received an invoice from them.

  

  Business Response

  Date: 04/24/2025

  We appreciate the customer reaching out with their concerns.

  The customer is unhappy with the appearance of the carpet. The characteristic that the customer is unhappy with is an optical occurrence brought on by a switch in pile direction. This is comparable to what happens when you brush your hands across velvet fabric; the fabric can appear darker in one direction then become lighter in the other. This is not considered a defect of the carpet.

  For customer satisfaction and goodwill, we have offered to replace the customer's carpet at the cost of labor only. 

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

   

• Initial Complaint

  Date:04/04/2025

  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.

  Absolutely! Here's a **condensed version of your complaint** that stays under ******* characters** (including spaces) while still capturing the key facts and outcome:---On March 15, 2025, I contracted with Empire Today to install *** and carpet flooring. We received a discounted total price of $6,663.00 for paying in full and scheduling install within two weeks. We paid in full via credit card in two transactions on the day the order was placed.The *** install was scheduled for March 28. However, the crew arrived without the correct materials ****** Quarter Round and Covebase) and incorrectly claimed we had a balance due. I disputed this, provided proof of full payment, and the installer said he would resolve it with our sales **** ***** *********. He left for another job and never returned.Afterward, we received over a dozen confusing texts asking us to confirm incorrect install dates. The messages offered no way to decline or rescheduleonly a C to confirm. I called customer service each time to explain the issue and request that the full *** install be done in one visit once materials were available. Despite nine separate calls, Empire kept sending incorrect messages and never finalized a proper install date.I was also told the carpet would need to be rescheduled to follow the *** due to overlapping areas. I agreed but the communication breakdown continued. Ultimately, I canceled the entire project out of frustration due to Empires failure to deliver the agreed-upon services and their breach of ************, Empire is attempting to retain 25% of my payment as a cancellation fee. No work was done, and I canceled due to their inability to perform. Under the **Ohio Consumer Sales Practices Act (R.C. *******)** and **Admin. Code 109:4-3-05**, this fee is unreasonable and constitutes an unfair business practice.I am requesting a full refund of $6,663.00 and an investigation into Empire Todays handling of this project.

  

  Business Response

  Date: 04/15/2025

  We appreciate the customer reaching out to share their concerns. 

  As requested the contract has been cancelled and a full refund of the deposit has been processed to the original form of payment.

  We appreciate the customer considering our service and apologize for their experience.

• Initial Complaint

  Date:04/03/2025

  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 hired Empire to remove my carpet and install vinyl plank flooring. The area being done was my stairs to the second floor and the entire second floor. After removing the carpet from the stairs, real wood was uncovered. The installers then decided to tell me how beautiful they would look to have them refinished instead of installing the vinyl flooring. I told them I just want the vinyl installed. They were very pushy and consistent to convince me to have them refinished. Then they also told me the stairs are out of code and they dont have time to even do them now and would be back tomorrow!!! Then they offered me a $375 refund to not do the stairs and use the money to have them refinished. I was so exhausted at that point and they started to get mean so I accepted the refund and didnt do the stairs, come to find out it costs over $2,000 to have them refinished. The very next day I called them to come back and do the stairs. Now I have been in a vicious circle of getting passed around between. Million different people with no resolution. I just want the stairs completed or the full price refunded of what it would cost to have the vinyl installed (*****). Plain and simple they did not complete the job.

  

  Business Response

  Date: 04/14/2025

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and resolved the matter amicably.

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

• Initial Complaint

  Date:04/03/2025

  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 will bring by saying that my initial dealings with this company 11 or so years ago was great but I was a healthy ******************** member. This time around I am in a different season of life as a 100% disabled veteran. My hope is this will not affect my sales *** in any way as he was excellent. This complaints about 1/2 of my installation. The *** that was installed. Because of my disability I need to avoid pulling and pushing and cant lift over 25lbs. As a result of those limitations I had to invest in equipment to vacuum and mop. The floor I had before the way the transition was shaped allowed my equipment to move from room to room. When the *** was installed the transition made it difficult for the vacuum to go from room to room, but impossible for the mop which I will now have to pick up and place in every room. I visited several flooring companies asking about *** transitions. I contacted the company about my situation and I understand its not one the company may have had in the past. The ***resentative I spoke with ask me to send a photo of the transition which I did, I have reached out with follow on emails and called and left messages with no response. All I was the company to tell me if if they will do anything, because I did not just pay for the floor but the warranty. Which means I am not just out the roughly $3,000 for the floor but also the roughly $300 for the warranty. I now have to pay a contractor to remove the newly installed floor and to ***lace it. What is your decision Empire Today

  

  Business Response

  Date: 04/14/2025

  We appreciate the customer contacting us regarding their concerns. 

  We has scheduled a customer site assessment regarding the transitions for April 7, 2025.

  The issue was resolved during the assessment.

• Initial Complaint

  Date:04/02/2025

  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 am filing this complaint on behalf of my 84-year-old mother that is a widowed lady and is not computer literate. She had new floors installed in her living/dinning and kitchen and they floor were not installed correctly this past May 2024. Per Empire Today and her contract she has a 5 year warranty. She has been trying to get them to come and correct the portion of the flooring that is not installed correctly. We are afraid that she will take a fall given her age and will then need medical attention. Below is the list of times and dates that we have contacted Empire Today and they have made an appointment and have done a now show which also has caused her to have anxiety and high blood pressure.All the schedules: 2/3/2025, no show !Rescheduled with ****, Texas Office for 2/18 Ref.# ************. No show Rescheduled with crystal for 2/20/2025 no show Rescheduled with ********* for 2/25/2025 ref.# 1-8031789703 no show again! Someone showed up at 4pm on Saturday March 1st, 2025 at our gate with phone #: ************ that he has come to check the floors! I wasnt home wouldnt let him in without appointment. Empire today on 3/24/2025 reschedule for April 1st. ref. # :1-8971444098 11:37 am on 3/31/2025 : Red contact person from Empire Today Flooring called to confirm tomorrow 4/1/2025 later someone from phone #:************- No show I believe this is elder abuse. Empire Today has figured out that by running an elderly 84 year old soon to be 85 year old widow around that she will give up. The no shows has caused her anxiety as well us as family members feel that if she were to take a fall due to the flooring she will have major medical issues. We have tried working with Empire Today directly and just get the run around. We have asked to speak to someone in supervisory and cannot get past customer ************************ ********************** 4/2/2025 spoke to ***** from the **************** region on a recorded line at 9:05 a.m. PST and she could not even find our file.

  

  Business Response

  Date: 04/17/2025

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and scheduled the replacement of the closet for April 30, 2025,per the customers request.

  We look forward to resolving this matter amicably.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23150710
  
  I am rejecting this response because: Until they have actually come on the date they said they will and fix the issue I do not accept their response. Originally they scheduled for Monday the 28th then Crystal call and said it will be the 30th. They have done this since February where they have scheduled and done a no show.
  
  Sincerely,
  
  ****** ********* Khazra

  

  Business Response

  Date: 04/22/2025

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service is scheduled for April 30, 2025. We appreciate the customers feedback and look forward to amicably resolving this matter.  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23150710
  
  I am rejecting this response because: Until the floors are repaired I do not accept that they have made an appointment. My original complaint stemmed from the fact that they were making appointments and then they were doing a no show on the date and time they were suppose to have come. Until the floors have been completed I will reject there response of having made an appointment for the 30th of April. Actually originally they made an appointment for the 28th of April and called and moved it to the 30th. 

  
  
  Sincerely,
  
  ****** ********* Khazra

• Initial Complaint

  Date:04/02/2025

  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.

  Carpeting installed last summer, seam came undone and the carpet thread has come up leaving a gap in the carpeting. I have sent pictures two times, installer was out once to check it out, never came back. Numerous text to the sales person no response.

  

  Business Response

  Date: 04/15/2025

  We appreciate the customer reaching out to share their experience.

  The type of damaged observed was found to be site related and not covered under the labor or manufacturer warranties. We are happy to provide a discounted quote for the repair.

  We apologize for the customer's inconvenience and thank them for their feedback. 

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising 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 **February 21, 2025**, I placed an order with Empire Today, LLC for carpet installation services at my home. I paid a **deposit of $3,349.27** via credit card. Later **that same day**, I contacted Empire to **cancel the order**. The ***resentative confirmed that the cancellation had been noted and that **no materials had been ordered or delivered**. I was **told I would receive a refund**, and my request would be escalated.Despite those assurances, I have **not received a refund**, and **no follow-up communication** has occurred from Empire's management or billing department. I have made **multiple follow-up calls** to Empire to resolve this issue: **Call Log Summary:**- **February 21, 2025 @ 5:37 PM** *Called to cancel the order the same day it was placed. *** confirmed cancellation and stated a refund would be processed. No confirmation email was sent.*- **February 24, 2025 @ 9:31 AM** *Called to follow up. A different *** said my case would be escalated to upper management via email. No one contacted me.*- **February 24, 2025 @ 3:02 PM** *Called again. Was told the same thing: Weve sent an email to upper management; someone will call you back. Never happened.*- **February 25, 2025 @ 1:41 PM** *Spoke with yet another *** who ***eated the same scripted response. Still no callback or email.*- **March 6, 2025 @ 4:10 PM** *Called again to escalate. Asked to speak directly with a supervisor and was told that was not possible. *** once again said an internal email was sent and a callback would come which never ****** services were rendered, no materials were delivered, and the company has failed to honor multiple verbal commitments to refund my money.I am requesting a **full refund of $3,349.27**, as the transaction was canceled the same day and no services or goods were provided.

  

  Business Response

  Date: 04/14/2025

  We appreciate the customer contacting us regarding their concerns.

  Per the customers request, the order has been canceled. We have refunded the full amount of the deposit to the original payment method.

  We thank the customer for considering our service.

• Initial Complaint

  Date:04/01/2025

  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.

  The rounded peices installed on the stairs were initially installed incorrectly. After making numerous attempts to have Empire correct the issue they finally sent a sub contractor to fix. Now I find that the pieces were not installed correctly and now they make a noise when you walk on them because the stairs end peices are coming unglued. Empire wants to charge full price to fix their installation error. I want them to come out and fix the stairs.

  

  Business Response

  Date: 04/21/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and are working with them on scheduling service. 

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

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23147524
  
  I am rejecting this response because: 

  To date the issue has not been resolved by the company 

  
  

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

  

  Business Response

  Date: 05/02/2025

  Service has been completed. 

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

• Initial Complaint

  Date:04/01/2025

  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.

  Recently had carpet installed March 15th. Empire put carpet in the bedroom closets which they were not supposed to install carpet in the closets. Now the pocket door for one of the closets is stuck inside because of this mistake. I called numerous times to have them come out to fix this mistake. Every time I ask for a manager and they are never available. Terrible company. Terrible customer service.

  

  Business Response

  Date: 04/15/2025

  We appreciate the customer reaching out to share their experience.

  Service to resolve this matter was completed on Friday, April 11th. 

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

  Customer Answer

  Date: 04/15/2025

   
  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,
  
  ******** **********