Complaints
This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,840 total complaints in the last 3 years.
- 495 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/08/2025
Type: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 flooring. The installers were not able to install Instead of peeling back a corner of the carpet, the installers decided to cut apart ALL carpet. There are also marks on my walls etc
Business Response
Date: 03/18/2025
We thank the customer for reaching out.
The customer acknowledged that he had another company install flooring.
Per the customers request, the order has been canceled. The customer has been refunded the full amount to the original payment method.
Customer Answer
Date: 03/18/2025
Complaint: 23039269
I am rejecting this response because: I did not cancel this appointment. This was cancelled by Empire. The company stated they would not continue with the installation AFTER ripping up my floors/carpet. The also caused damage to my walls. I was told the company would have done the install but did not want to pull up the carpet tacks so I hired a company to do this as Empire did not want to. They had my carpet on the front lawn! I would have just kept my carpet and not have gone to another company, but was FORCED to pay more then my budget to get flooring because I had no choice as they cut my carpets apart. I have children and could not leave my home this way. A normal contractor would have peeled up a corner or even started with ONE room instead of ripping up EVERYTHING!
I think my request are more then fair given the facts stated
Sincerely,
***** ********Business Response
Date: 03/18/2025
The contract specified carpet removal, but the underlying tiles potentially contained asbestos, requiring testing before proceeding with the new installation of luxury vinyl plank flooring.
Removing the tack strips would have compromised the tile,necessitating caution. However, the customer opted to have another company install new flooring.
Customer Answer
Date: 03/18/2025
Complaint: 23039269
I am rejecting this response because: The contract stated carpet removal with installation. Again, instead of ripping up the entire carpet and not completing the job a small area should have been used to identify. There was no reason to rip up everything also disturbing everything. If this was such an issue then why tear up everything?! I am looking for the balance of what it cost me to get the job done that your company refused to do. This will also settle damages to my walls etc. again. I believe this is fair as this was nothing to do with order but for damages occurred. If you werent going to do the job then there was no reason to tear up EVERYTHING!
Sincerely,
***** ********Initial Complaint
Date:03/08/2025
Type: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.
Our floors and baseboards have been a nightmare. Our floors are uneven which has caused creasing/lifting, and can be scratched by the softest material. Our baseboards were poorly installed and left multiple holes in our walls as well as blood stains. We were refunded for our baseboards we purchased after multiple months of calls and being ignored and threats/bribes from the installation team. Now, 4 years later our floors have fully taken a toll after a $10,000+ investment. It has been impossible to contact Empire and when I finally did ****** said she could not provide me an email to contact with pictures of my complaints, since I do not believe I should have to pay a fee for someone to assess our concerns, but that she would email me a thread to reply to. No email sent and my calls are ignored again. Empire is a nightmare. I cannot upload pictures to this complaint as it says size is incompatible.Business Response
Date: 03/26/2025
We appreciate the customer reaching out to share their concerns.
We have reached out to the customer by phone and email to get additional information about this claim, but have yet to hear back. We look forward to speaking with the customer and resolving this matter amicably.
We appreciate the customer's feedback and would welcome the opportunity to address this matter.
Initial Complaint
Date:03/07/2025
Type: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 signed a contract on 6/27/2023 to have Empire Today install new laminate flooring throughout the first floor of our home. We paid $12,650, which included $11,500 for the material and installation and $1150 for Empires extended service plan. The floor was installed on 6/29/2023 and there were problems immediately. The crew showed up without white wall base we had ordered. They were able to rectify that by going to buy it from **********. They finished around 8PM and the floor looked great, but they said they werent supposed to install flooring in the hall closet which we had specifically gone over with the salesman. They then said they had no material left. This took several months and phone calls to finally get addressed, as the salesman *** said I had to call customer service & stopped responding. When they finally came out to finish that floor, they didnt install the white wall base. They left the old wall base and installed a different color quarter round. We called multiple times but could never get them to come fix ***** summer 2024 the flooring in our dining area began to show small gaps between planks. We initially thought this might just be normal expansion or shifting, but over the next few months it got progressively worse & began in other parts of the house. We called multiple times before finally getting to speak with ***** ******* who had us send pictures. After sending those & having to follow-up multiple times, she then informed us that we were beyond 1-year from installation so would have to pay $325 to have them come out and do an assessment. If it was determined to be an installation or manufacturer issue, she assured us this would be refunded. The assessment finally took place on 1/14/2025 and we paid the $325. We were told it looked like manufacturer ******************* said she would submit the warranty request. She since informed us she is no longer in customer **************** **** is completely unresponsive. 2 months later & no resolutionBusiness Response
Date: 03/14/2025
We appreciate the customer reaching out to us regarding their concerns.
After investigating, a resolution specialist contacted the customer to inform them that, due to an installation error, we are approving a full replacement of the flooring installation.
Customer Answer
Date: 03/14/2025
Complaint: 23036848
I am rejecting this response because:We have been told multiple times the floor would be replaced. I appreciate this latest response from the company and that they are offering to resolve our issue by replacing the floor. Ill be satisfied with this response once the floor is actually replaced.
Sincerely,
******* *******Business Response
Date: 03/17/2025
We also look forward to working with the customer and resolving this matter amicably.Business Response
Date: 03/17/2025
We also look forward to working with the customer and resolving this matter amicably.Business Response
Date: 03/17/2025
We also look forward to working with the customer and resolving this matter amicably.Initial Complaint
Date:03/07/2025
Type: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 husband and I were going to go with Empire Flooring so schedule an appointment with a representative come to our home. The floor we picked out he said it would be around $18000 after talking to his supervisor they dropped the price to $16000.We put down $1000 deposit. The salesman left and we talked for several days about uneasy we both felt about our decision after reading all the bad reviews. We reached out and canceled the flooring and wanted to get our deposit back but they refused. The lady we spoke to said we should have read the contract they emailed us and we were not getting our deposit back. We never received a copy of the contract via email til talking with her. She wasnt very nice and only wanted us to go with them for our floors. Im very disappointed in her handling of our situation and $1000 is very hard to come by.Business Response
Date: 03/12/2025
We appreciate the customer reaching out with their concerns.
The customer contracted for a laminate ******************** installation on February 11, 2025. Per the contract agreement, we would retain twenty five percent of the order total for cancelling outside of three business days as the customer cancelled their order several weeks after the contract was signed, a refund was not processed.
As a gesture of goodwill, we have provided a full refund of the deposit to the original form of payment on March 10th.
We appreciate the customer considering our service and thank them for their feedback.
Initial Complaint
Date:03/07/2025
Type: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 noticed a snag on my carpet that I purchased in 6/2024 and started the warranty process (which clearly states it is covered by either "incident or accident" but they stated they will not honor it since my description of how it happened (my daughter was sitting on the floor and her fingernail got caught on the carpet and it snagged) does not go with the picture. I did not spend all that money just to ruin it. It should not matter how it happened but the fact that it happened. I had to call them at least 2 times since they did not install it correctly when it was first done. There is no where in my warranty that states the description should match to the picture. Why buy a warranty when they will not honor it? Thank you.Business Response
Date: 03/25/2025
We appreciate the customer reaching out to share their experience.
We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.
The customer purchased an extended service plan which is handled by a third-party administrator and convers accidents that could happen in the home. As the damage to the carpet was caused by an accident the customer was directed to the third-party. We confirmed the claim was submitted and were sorry to learn was denied by the third party.We are gathering additional information from the customer so that we can we can offer some options to resolve this matter.
We apologize for the customer's experience and appreciate the opportunity to work towards resolution.
Customer Answer
Date: 03/31/2025
Complaint: 23033018
I am rejecting this response because: I reject the business response because they asked for more pictures and I sent these and I as I was taking them I noticed there was a straight line going across and it looks like a section of carpet (which I was unaware it was done in sections) so I called them and spoke to a young lady and she looked at them and she agreed and then told me that the carpet was laid in 12 foot sections and this particular section is coming loose and apart. She was going to send this to her manager and have them look at it. This has been going on for over 2 months and it should not take this long since I have a warranty. Thank You.
Sincerely,
****** ******Business Response
Date: 04/04/2025
We are in contact with the customer and will review additional pictures for review. Once received we will share a plan to resolve this matter.
We apologize for any further inconvenience to the customer.
Customer Answer
Date: 04/07/2025
Complaint: 23033018
I am rejecting this response because: I received a call on Thursday 4/3/25 and was told they were going to replace that carpet and the person I talked to said they should of not denied it in the first place. I still have not received any confirmation about the time they are going to replace it and only told it would be Tuesday, 4/8/25 but have not heard anything about it. They strung me along for over 2 months over this when it should have been taken care of it earlier.
Sincerely,
****** ******Initial Complaint
Date:03/06/2025
Type: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 purchased a luxury vinyl floor with installation from Empire. We even purchased the extended warranty, with the floor installed in March, ******* August 2024, we noticed a place where the floor in the home office was damaged and we submitted a claim with the warranty company. The floor was damaged by a desk chair that was on the floor and caused several boards to buckle and chip.We heard nothing from Empire other than to send pictures. We have sent pictures and followed up multiple times. After escalating at Empire many times, Empire Warranty sent us to the local office claiming it was an installation issue, which only has a one year warranty so we will have to pay hundreds or thousands of dollars to get this repaired. The local Empire office said since the damage was caused by a desk chair, there's nothing they can do as *******, we purchased this extended warranty, but it's not covering the damage and the local empire office and Empire Warranty are continually telling us to just call the other one.We are just looking for Empire to honor their warranty.Business Response
Date: 03/26/2025
We appreciate the customer contacting us regarding their concerns.
The damage from the office chair is not covered under warranty. A claim was submitted for the service plan and denied. We have spoken with the customer to explain the denial and that a fee applies for service.
We thank the customer for there feedback and the opportunity to address their concerns.
Initial Complaint
Date:03/05/2025
Type: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 2023 I purchased new LVP flooring for my basement, and purchased an additional 5 year warranty plan that was described as covering accidental damage to the floor, including scratches, stains, wear and tear. I discovered accidental scratches to the lvp flooring last week. I filed a claim under the warranty (the extended warranty) and was denied twice for fixing/replacing the damaged planks. When I asked **** (the one that calls you to deny you) why, he stated it was because my couch didnt have protection on the legs (a false claim made by empire). I explained that I do have protection on the legs of my couch, which is why the damage was not seen under the entire couch, it was a small section. He said the warranty only covers accidents. I repeated this was accidental damage, and asked for the definition of accidental damage since this was not deemed so, was told no, he was not going to explain to me, and instead offered to send someone out for $150 dollars to assess the damage and then provide a quote to fix. I believe they are not upholding the warranty that advertise, and I feel they are scamming consumers with the way they present this additional accidental coverage.Business Response
Date: 03/18/2025
We appreciate the customer contacting us regarding their concerns.
We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.
The customers installation was completed June 24, 2023.The accident claim was denied due to no protection pads on the legs of the couch.
The ************* Service Manager offered to waive the assessment fee along with reduced costs for the repairs. The offer is valid for 30 days.
Initial Complaint
Date:03/03/2025
Type: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 have 2 outstanding claims for floor repairs that have never been completed. My letter to Empire is attached. This is the worst customer service and claims service I have ever experienced!Business Response
Date: 03/21/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken with the customer and service has been completed.
We thank the customer for their feedback and the opportunity to address their concerns.
Customer Answer
Date: 03/25/2025
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:03/02/2025
Type: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 bought carpet and the carpet was infested with carpet beatles. I have reached out the company and they would not remove the carpet. The would not treat the carpet nor replace it. I had my son to remove the carpet.Business Response
Date: 03/21/2025
We appreciate the customer contacting us regarding their concerns.
When the customer first reported their concerns an assessment was completed and no bugs were observed. We offered to remove the carpet but would not be replacing it at no cost. The customer advised they were having an exterminator come out and would provide a detailed invoice and let us know if they wanted the carpet removed. No invoice was provided nor did the customer advise they wanted the carpet removed. This is a site related issue and no refund is due.
We thank the customer for their feedback.
Initial Complaint
Date:03/01/2025
Type: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.
Issues are: electrical outlet left uncovered. Transition strip used was old one. Cut into old carpet in hallway which is irrepairable. Was treated disrespectfully by crew. Crew chief told me I paid too much for the carpet and he would have charged me 1/2 of that. Grabbed an area rug in my kitchen and threw it over the transition between living room and hallway stating I had to keep one there because of my dog. Went back into the rest of my house to measure and said he would replace the carpet for a certain price with a $500 deposit. I feel they treated me disrespectfull because I am an elderly female. Contacted Empire and was assisted by Ms. ******** *****. Sent her many pictures.She took my complaints, checked with the install manager who stated they would send the same crew back to "fix the issues". One of the issues is not fixable. And I do not want they same crew back after they disrespected me. I do not feel comfortable that they would actually fix the issues.Business Response
Date: 03/18/2025
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager contacted the customer and the repairs are set for Wednesday, March 19, 2025.
Customer Answer
Date: 03/19/2025
Complaint: 23006540
I am rejecting this response because: After the horrible original installation and them sending the same installer over again (who I turned away) who disrespected me in the first place, how can I trust they will not send him over again even though they say they will? I would rather have a small monetary refund instead of trying to correct the issues.
Sincerely,
***** ****Business Response
Date: 03/24/2025
The **** contacted the customer and the repairs have been rescheduled for March 31, 2025 with a different installer.
We look forward to a positive outcome.
Customer Answer
Date: 03/31/2025
Complaint: 23006540
I am rejecting this response because: NO ONE SHOWED UP TODAY TO DO THE REPAIRS. I stayed home from work today for this. Typical unreliable Empire. A monetary compensation would be the only resolution I can accept right now.
Sincerely,
***** ****
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