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

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today LLC - Washington DC

  7760 Doane Dr Ste 135 Manassas, VA 20109

  
• 

  Empire Today LLC

  10475 Fortune Pkwy Bldg 200 Jacksonville, FL 32256

  

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:04/01/2025

  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,
  
  ******** **********

• Initial Complaint

  Date:03/31/2025

  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 had an appointment on 3/29 that I cancel via the confirmation text, the consultant showed up to my house knocked at door several times, because we were not home, we leave out front door opened so our dogs can get some sun to see outside, he rang the ***** few times then he called his dispatcher or whomever then he decided to dial 911 to do a welfare check, which the Union county PD and they came into my house and destroyed 3 of my bedroom doors, Im seeking legal advice for this horrible attack of my privacy and my home!

  

  Business Response

  Date: 04/15/2025

  We appreciate the customer reaching out to express their concerns.
  
  Our Northeast Central Director contacted the customer, offering a sincere apology for the miscommunication. 

  The customer had responded to an automated call/text to cancel the appointment, which isnt monitored.
  
  The cancellation was not received and the sales consultant was sent to the home. 

  The flooring consultant prioritized the customers safety throughout the interaction.

• Initial Complaint

  Date:03/31/2025

  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.

  Sub-contractors came out on behalf of empire today for 10 hours in my home. They never laid down sub-floor. They stated it wasnt needed. They damaged my refrigerator and turn on off water valve; they didnt caulk around the edges of the room and its a lot of air bubbles in my floor. They offered to come out the next day and never returned after I signed the paperwork stating my job was complete . They should have never unplugged my refrigerator! They should have never turned off my water in the basement! I want a complete refund because this needs to be re-done and I have to replace items that there contractors damaged.

  

  Business Response

  Date: 04/18/2025

  We appreciate the customer reaching out to share their experience.

  We have reached an agreement with the customer and appreciate the opportunity to resolve this matter amicably.

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

• Initial Complaint

  Date:03/31/2025

  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.

  We had vinyl plank flooring put in our kitchen, living room, hallway and foyer about a year ago. About 3 to 4 months later, the kitchen floor was starting to separate under the table. We called Empire (after many calls), they asked us to send pictures. They sent someone out to look at it. They opted to replace the kitchen floor stating it was buckling because the floor was installed in the winter. Not 4 months after the reinstallation, it was doing the same thing. We called and called with no one responding. We would get ahold of customer service, and the would assure us someone would call. After finally getting a manager, he came out and looked at it. He said he would get back to us in two to three days. Again, after many phone calls, someone told us it was because of the kitchen chairs we have. They have rollars on them. Their words were "you abused the floor", and we are not responsible. They quoted us a price of over $2700. to replace the kitchen floor. (1) We paid $5700 for the entire flooring job; (2) isn't it going to be the same result in another 3 months? Also, we told the manager when he was here, that other areas in the floor are showing signs of uneveness. He didn't even look at those areas.

  

  Business Response

  Date: 04/18/2025

  We appreciate the customer reaching out to share their concerns. 

  The local office has attempted to reach the customer several times to discuss the customers experience and how to rectify their concerns. Weve not yet spoken with the customer. 

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

• Initial Complaint

  Date:03/29/2025

  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 a condo in may of 2023 from a Mr. **** ******** he informed us at that time that he had just had the flr.put down and the work had been done by Empire at that time he showed us a card from empire my complaint is i have only been here since 5/2/23 and the flooring is coming up when i contacted empire to stat my concerns and i gave the lady *********** name she came back and said "oh *********** had the flooring put down in 2022 " after i gave her my name and number and explained the situation she gave me an invoice number and promised some one would get back well that hasn't happened all i am trying to find out what are my options for getting the flr fixed right now my furniture is rocking from side to side nothing is stable Empire is supose to be a reputable company and i thought they stood on their reputation yet i can't even get help i have left numerous messanges yet i can't get a call back to at least to say if i even have options this is basically a new floor an shouldn't be doing what it's doing but it was a bad job from day one and i believe *********** was in a hurry to sell the place it was ok in the beginning but now the whole floor is moving trying to get some answers Thanx ****** ******

  

  Business Response

  Date: 04/14/2025

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the new owner of the condo and explained that warranties are non-transferable.  We explained repairs to the installed flooring would be a service charge.

  We look forward to hearing from the new owner to schedule the paid repair and resolving this matter amicably. 

• Initial Complaint

  Date:03/29/2025

  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 was sold flooring back in December of 2020. I have been trying to get my floors replaced/repaired per the warranty but the games being played are unbelievable. They told me they would replace the flooring but now they are saying I need to hire a company to come out and evaluate my floors to see if I am the one who caused the issue. The cuts in the flooring that look like a 2 year old did it, how is that me? How can they go back on their word. And when the salesmans friend contacts me and tells me to contact you because of the problems then you know there is an issue. The pictures are of one room, the smallest bath. Floor is ruined all over the house. I even cut my hand open on the temporary repair that they did with a staple gun but have yet to come back and fix!!

  

  Business Response

  Date: 04/18/2025

  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 installations were completed in March 2021. A manager has completed a site assessment and noted some labor concerns as well as some site related damage. Despite the labor warranty having lapsed, we have offered to repair all areas with labor concerns at no cost to the customer and will provide a very discounted quote for the site related damage.

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

• Initial Complaint

  Date:03/27/2025

  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.

  On 3/13/25 I met with an Empire sales *** to ***lace carpet after having new doors installed and room painted. I picked the color of carpet that I wanted however after the room was painted and the doors were installed I contacted my sales *** because the new doors would require extra thin carpet and padding and that is not what I initially chose. I sent pics of the doors and basically the sales *** said the carpet would still work, I'm not sure how he could tell based on pics. I told him that I think it's best if I get flooring in the entry way and then carpet the rest of the room which changes the initial contract that I agreed to. I waited for the sales *** to get back to me thinking that he could come back out and we could redo the contract but the only text I received was did you pick another color of carpet, not understanding carpet for the entry way is not going to work. I contacted empire to delay installation because now I don't know what to do and called them back to cancel. I was then told that basically I'm out of the $394 that I paid as a deposit because I needed to cancel within 3 days, however how was I supposed to know that the door would be lower and more flushed to the ground? I looked on their website trying to see if there was vinyl flooring and another color of carpet that matched the new paint and I did not like anything that I saw but was told by the service *** my deposit is not refundable. People are allowed to change their minds. It's not costing you anything if a customer no longer wants your product. This is very bad business

  

  Business Response

  Date: 04/09/2025

  We appreciate the customer reaching out to share their experience.

  As requested, the order has been cancelled and a full refund of the deposit has been provided to the original form of payment. 

  We apologize for any inconvenience and thank the customer for considering our service.

• Initial Complaint

  Date:03/27/2025

  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.

  I purchased carpet from an Empire Carpet salesman in my home and specifically told him I wanted transition from the carpet to wood floors in my house. He showed me the samples and I selected the type I wanted. He then measured the areas and made a drawing for the carpet and areas to have transition installed. The installation date came and the installer showed up with two helpers, but no transition and even stated that he didn't do transition. He called a supervisor who told me over the phone that they would either install the transition at a later date or compensate me by giving me a partial refund for the missing transition. I told him that I really wanted the transition and he told me ok. I scheduled a date for some repairs and they sent the same installer who didn't do transition with one piece which is less than 10' and they needed approx. 30'. It was not the same transition I was shown by the salesman and was a cheap laminate type. Again he called his supervisor and he stated he would call the salesman and order the right material. They called and said it was in and scheduled an installation date. Another crew shows up, but with the same cheap material and he even stated that it was transition for carpet to laminate flooring. Again I was on the phone with a supervisor and he told me that either he or his partner would call me on Monday. No one ever called, I left him 2 voicemails, spoke with 2 other customer service representatives on a Friday, who told me that I would receive a call by Monday. No phone call, no email, voicemails not returned and now I'm being ignored. I've called again and the representative I spoke to, sent an email to ****, the supervisor I had been in contact with and that hopefully he would contact me. The other customer service representative was a ****** that won't return my calls either. I want a resolution to the issue at hand either the transition installed which is what I really want or some discount for no transition and troubles.

  

  Business Response

  Date: 03/27/2025

  Mr. *******, 

  I am very sorry for your situation with this Empire Carpet.  We are not this company.  We are a privately held company in *********, ***  We do not travel to ************, ** to install our products.  We also do not have advertising on TV.  Please check the full name of  the company used.  Our full name is Empire Carpet & ************  dba Empire Carpet One Floor and Home.  We have been in business in the ********* area for 29 years, .  We are sorry for your experience, we do not run our business this way.  We hope you can find a solution for your problem with this company. 

  We do ask that you retract this complaint from our company's Better Business Bureau site.

  Thank You, 

  ***** Drewen 

  Administrator

  

  Business Response

  Date: 04/01/2025

  We appreciate the customer reaching out  to share their experience.

  A manager contacted the customer and the repairs were completed on Thursday, March 27th. 

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

• Initial Complaint

  Date:03/27/2025

  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 installers showed up showed me the floors and the stair noses and transition peaces. At that point I advised the installers that the floors were correct but the stair nose and transition peaces were not.The installer called the office manager ***** and they explained the situation and put me in contact with ****.He said that the company ****** which is the manufacturer of my floors did not make stair noses or transition peaces that match their floors and the ones he sent were the closer color to match.I told him that 1. The design is completely different and 2. The color is not even that close. He said he would try and find ones that matched better while the installers begin the process.A few days went by, **** called me and he said that he couldnt find anything that would match better and that may be he could give a credit .I asked if he maybe could outsource them directly from Mohawk and once again he said that Mohawk dont make the parts to match the floors.I spoke with *** the sales *** that sold the floors and he also said that Mohawk did not make the stair noses or transition peaces and that all the stairs they do never match 100% .What else was I supposed to to do at that point since the installation had already begun and half my old floors had been removed.I was very skeptical that Mohawk did not make stair noses or transition peaces so I started to research and I called Mohawk and other websites and was able to find the stair noses and transition peaces for my ********* that point I felt extremely disappointed at Empire, **** and *** as they lied to me about the manufacturer not making the parts to match the floor.Then as we get everything situated back in the house we find damaged floor boards due to installation, a leaking toilet that cause all those floors to have to be re done ( already fixed by empire) trim molding not caulked and cut way to high, a dented refrigerator side caused when they pulled it to installed floors.

  

  Business Response

  Date: 04/11/2025

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and we are working to schedule the remaining repairs.

  We look forward to resolving this matter amicably. 

• Initial Complaint

  Date:03/26/2025

  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.

  We scheduled to have carpet installed in our bedroom and living room on 3/22/25 for $2797. The installers came and only installed in our bedroom. They stated that they didn't have enough carpet for the living room. We rescheduled to Monday 3/24/25 at 8:00-9:00am and made arrangements for our 19 yr old daughter to be there. They agreed to take off $200 bringing the price down to $2597. They showed up at 10:30 on Monday, 3/24/25, which was 2 hours late. My daughter had to leave for college at 12 so we had to make arrangements for my mom to meet them. We discussed leaving a portion of our *** flooring at the front door and having the carpet installed around it with our salesperson. She said that was fine. The installer refused to do that and said they had to lay the whole carpet and not leave any ***. My daughter called me and agreed to that. I had texted my salesperson about the issue and her recommendation was to cut the carpet myself and I refused due to the warranty and agreed to let the installer take up all of the *** and install the carpet. I told my daughter to let them know that I was coming home to meet with them but to go ahead and get started. The installer said that they were not contracted to remove the *** flooring and would instead be installing the carpet over the floating *** flooring. I texted my salesperson again and they said that it was in my contract to remove the *** Flooring. The installer said he had other jobs and refused to wait on me and refused to remove the *** so I told them to just leave then. I texted my salesperson after no response other than "What?" and "It's in the contract" and told her to cancel the living room. I tried to call Empire on 3/24, 25, and 26 and was told each time that I had to talk to a manager and had to leave them a message. No one has called me back as of 3/26 at 5pm. They emailed me a new contract 3/26 with a new install date of 4/12/25 that I didn't agree to and have yet to change the price to only 1 room.

  

  Business Response

  Date: 04/07/2025

  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.

  Customer Answer

  Date: 04/08/2025

   
  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.  A manager never called me after leaving 5 messages for them, but at least they did meet my request of price after declining the offer that they had a customer *** call and make me.
  
  Sincerely,
  
  ***** And **** *****