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

  58 York Avenue Randolph, MA 02368

  
• 

  Empire Today, LLC

  200 Elm St North Haven, CT 06473

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today, LLC

  9808 Windisch Rd West Chester, OH 45069

  

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:10/12/2022

  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.

  We purchased a floor about a year ago and the flooring is damaged and they will not fix it and warranty it.*****/ **** came out today installation manager and said there was nothing he could do and could send in the pictures but probably wouldn't cover it. I called *** at Empire a *** and he said he would look into it. Case # # 1-6485398714 is our case at Empire . We are very upset and they are not handeling this in a professional manner and we were told today by **** that the person who sold us the flooring doesn't work for them today. We were very specific when purchasing the flooring to make sure it was for commercial use and would cover our needs. Now, we were told it looked good for flooring that was 12 months old and would continue to have these issues. This is NOT what we asked for and we will not accept their response. They need to stand by their flooring and if they cant repair it, then they should replace it at their expense. I would like someone from their cooporate office to reach out to us to take care of this issue. We have had a terrible time getting a hold of anyone and having them follow up. My manager at the park ********************* is the one there dealing with them and her phone number is ************. I would appreciate someone getting back to us asap. Thanks, ***************** have included the original invoice and it wasn't installed until ****

  

  Business Response

  Date: 10/31/2022

  We appreciate the customer contacting us regarding their concerns.

  We installed this commercial flooring in a small rec room that is used for parties in August 2021. In late September 2022, we were contacted regarding some marks on the flooring.

  We inspected the installed flooring and found no defects nor deficiencies with the flooring. The flooring has some scuff marks and minor scratches from usage.
  

  We thank the customer for their feedback.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18205352
  
  I am rejecting this response because:

   

  we filed a warrant complaint and were told they would contact us.

  the flooring is not holding up well, and the business has not followed up.

  we would like someone from corporate office to contact us.

  I am very disappointed with empire and its customer service!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/04/2022

  The Regional Manager spoke with the customer and reviewed that ********************** has assessed the flooring and found it to be preforming normally.

  We thank the customer for their feedback.

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18205352
  
  I am rejecting this response because:

  I spoke to ***, and he gave me a generic response and was unwilling to do anything.  He gave me stock answers and was politely rude.  I feel I was duped by the sales person who sold us this product and had us purchase a flooring that was not what we needed for the space it was installed. He offered no solutions or recommendations and told me he was it and that there was no one else above him to speak to. I am very upset and dissatisfied with the outcome. I would love to speak to his supervisor or someone higher up at Empire. I used them as they are a **************** and figured our flooring would last longer than a year. I would never recommend them to anyone, as they do not stand behind their product and the salesperson who helped us is no longer working for them at this time.  The person from installations who came out to help us told my manager it was not the right flooring for the area and to try Bona to remove the scratches. Bona didnt work as scratches are still there. *** told me something totally contrary that it was commercial flooring and it is the correct flooring but maybe too light. No two people at their company say the same thing and what good is having commercial grade flooring if after one year it shows scratches and terrible wear and tear.  I am not satisfied and very upset. *** didnt seem to care and just gave me stock answers to get me off the phone.

  I hope people read my review and buyer beware before using Empire.

   

  I expected more from them and was even more frustrated after our call!  I run a business and dont treat my customers in this manner.  Its bad business.

  
  
   
  *******************************

• Initial Complaint

  Date:10/11/2022

  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 flooring install is NOT correct. There are gaps and lifting throughout all rooms where flooring was installed. The install team was 2 guys who stayed until dark and had me sign off on the job. that at the time from what I could see looked ok. I just bought the home so I had the install completed before I moved in( easier without all the furniture). Once I returned to the home in a uhaul with all my belongins that had to be moved into the home then.. I noticed all of the gaps and separation. I called immediately and reported the issue. It was phone call , messages, return call, asked for photos I send photos 9/26/2022 I have been getting the runaround since I have called and left messages - with NO RETURN call. I have replied to the email address I was told to send the pictures to, only response I have received out of 4+ emails it manager is reviewing photos. I PAID WAY TOO MUCH MONEY AND TIME for this type of service. NEVER EVER WOULD I EVER RECOMMEND EMPIRE TO ANYONE. The price is way more than other companies also. I did not know or learn this until afterwards when I started telling a few people about the issue- then how much I paid. I feel like a got completely ripped off. I want this fixed ASAP AND compensation for the time I will have to spend in the home when/ IF they ever come fix the flooring. OR a complete refund.

  

  Business Response

  Date: 10/26/2022

  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.

  This complaint has been forwarded to the manufacturer for review for claims under warranty.Please be advised this process is currently taking up to eight (8) weeks for the manufacturer to reply.

  We will contact the customer once the results have been provided by the manufacturer.

  Customer Answer

  Date: 11/02/2022

   
  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 for now, however I do not see it as a product issue. And I have to wait 8 weeks to see what they decide. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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 August, we began a project and interviewed multiple flooring companies for flooring. We selected Empire flooring and have regretted that decision ever since. Our plan was to not begin the flooring until we closed on our refinance and relayed this to the salesman to which he agreed. Somehow, we were bombarded with calls from the *********, ** office, sometimes 5 calls within 4 hours. One time they called so much during a funeral that my husband had to walk out and confront the callers who wanted to verify an install date that was never set!!! Someone even showed up to our home even though my husband said we haven't completed financing only to have to pack up and leave once after arriving. We then had the ********* office call and tell us our estimate was misquoted because we were double taxed. When sharing with sales team, they contradicted their ********* office and said the original quote was correct. Due to all this, manager agreed to have the total flooring quote come in at $9500 once installed. THEN THE SITUATION BECAME WORSE!!!We reached out to the original salesman one evening and left a message that we we ready to move forward and randomly received a 7AM call about FINANCING from someone in their office!!! Not to scheduling for that day but to discuss financing at 7AM!!!! My husband asked her to have a manager call him if she felt that was the best time. No call! Then the carpet installers were terrible. So bad that there we 20+ nails left all over the driveway and we have 3 kids ages 4 and under who could have done anything with them. When contacting their office, they offered us $100 for our troubles. They also left the tacks for the carpet up and I stepped on one. The manager **** said he was going over everything with his team and his assisant would make things right. Since the install and that last conversation, we HAVE NOT been able to get a hold of anyone just to learn the final quote but we have a charge to our card???!!

  

  Business Response

  Date: 10/20/2022

  We appreciate the customer reaching out with their concerns.

  We have reached an amicable resolution in regards to the installation project.

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

• Initial Complaint

  Date:10/11/2022

  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.

  Empire is a company full of 1099'd subcontractors who could care less about you or the job that is being done. Then, when issues arise Empire doesn't want to and is actually incapable of communicating with the subcontractor to correct the issue. We have numerous calls out to empire and are told we will receive a call back in 3-4 business days with someone who can actually answer our complaint. The first issue arose when we were scheduled for an installation and it happened to be raining. The subcontractor drove 45 min from his office, and proceeded to tell us he cant install the carpet because its raining outside. He wanted us to clear 20ft in the garage for him to work (our garage isn't even 20ft) then smirked and laughed and told us well why don't you ask your neighbor then. This was unprofessional and outright the wrong approach. little to be said, but the installation didn't happen that day and was pushed to Saturday when we were told it would be a 9:30am appointment. They didn't show up on time, and when we called empire to find out where they were, we were told they cant get in touch with the subcontractor and our appointment was scheduled between 8:00am and 6:00pm even though that was not what we were told. They eventually showed up 2 hours late and last but not least, now that the carpet is fully installed, they ask us to take a final look. The first thing we see is the carpet not installed correctly right where he is standing which they needed to correct. Then once the subcontractor left, we when go to close the door, the door doesn't close because the trim was installed incorrectly. No one from Empire has been able to assist us, has been in contact with the subcontractor, or even fully acknowledge the job is done incorrectly. We keep getting calls from Empire about a survey on our service, when we tell them it was poor and the jobs not done right, they tell us a manager will call us back but they never do. Poor service and horrid business model!

  

  Business Response

  Date: 10/26/2022

  We appreciate the customer contacting us regarding their concerns.

  Service was completed. We apologize for the inconvenience and thank the customer for their feedback.

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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 flooring installers in August the flooring is separating I called to get assistance and received a email from an employee asking for Pictures I sent two sets of pictures and several Emails and received no response and I am being completely ignored I have no way of contacting anyone or doing anything its like Im stuck and this was very expensive

  

  Business Response

  Date: 10/26/2022

  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 August 6, 2022.

  The local office spoke to the customer and has scheduled a service for November 1, 2022.

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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 9/22, a sales rep from Empire Today came to my home and sold my father and I, *** for my kitchen, and Plush carpet for my family room. Total cost: $4220. I took pictures of my selection. I was told that I had to schedule two separate appointments for installation. *** install was scheduled for Monday, 10/3. The carpet installation was scheduled for Tuesday, 10/4. The *** installer walked me thru the installation, and how long it would take and showed me the flooring PRIOR to getting started. The next morning, I received a call from the carpet installers with an ETA of 1:30 pm CST. Upon arrival, the carpet installers did not give us a preview of the carpet before installing it. Instead, they unloaded their equipment & got to work. About ***** minutes later, they asked us to sign a form (a form they did not explain) and promptly left. After reviewing the room, I immediately realized the carpet they installed was not my chosen selection. I called Empire's customer service department to report the error. I emailed pictures of my selection to show the incorrect color had been installed to which the customer service rep confirmed there was an error made. I was told my issue would be escalated to a manager & that I would be receiving a call back soon. After not hearing back, I called again. The customer service rep told me I "was stuck with it" even though it was confirmed the wrong carpet had been installed. It has now been a ******** have yet to hear back from anyone. I have left several voice mails with supervisors (*************************** and "*****"). I have reached out via email to their customer service team, all to no avail. Presently I am at a standstill as I cannot paint or install furniture in this room until this matter is resolved. Empire has taken my money, left me with the wrong product, and refused to address the matter. Attached is my contract, a picture of the original selection, and what was installed.

  

  Business Response

  Date: 10/24/2022

  We appreciate the customer contacting us regarding their concerns.

  The sales associate returned with the sample board and confirmed the correct style and color of carpet was installed as ordered. 

  We are happy to work with the customer on their cost of installation with another color of carpet if they wish.

   

• Initial Complaint

  Date:10/10/2022

  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.

  We had scheduled installation of lvp flooring and carpet. The day of the install only the lvp flooring showed up. Demo was done and our toilet was removed. The installers came back the next day to attempt to finish the install but ran out of material. We had to cancel the carpet because no one from Empire called to explain what happened. We have waited almost a month to have our lvp flooring installed but no one has ever called us to discuss the current issues. 1. the improper installation of our toilet. 2. Why installers where sleeping on the job in our dining room.3. Why the crack-sealing that we paid for wasn't done.4. Why razorblades, trash and other garbage were left on the hallway floor and carport.5. Why subcontractors are showing up unannounced.6. Why the job has taken so long 7. Why we have not received any phone calls regarding all the current issues.8. Why there is a lack of communication throughout this entire process.

  

  Business Response

  Date: 10/21/2022

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer and they have exercised their right to cancel the contract. We have cancelled the contract per their request and refunded their deposit. We appreciate the customers feedback and consider this matter resolved.

• Initial Complaint

  Date:10/10/2022

  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 new carpets that included the following warranties:10 Year stain protection 2 times in 10 years restretching Coverage of carpet cleaning if the stain was not coming out.Currently told 11 months in that I dont have those warranties. My price was increased at point of sale to include those warranties on purpose. Deceptive ***** practices; when talking to customer service; told that it wasnt them, except they are talking to me on behalf of Empire Today who they work for. It was either their ***** **** ***** manager or Empire Today employee who either mislead as to their warranties to induce me towards the sale as their competitor had beaten them on price.

  

  Business Response

  Date: 10/18/2022

  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 Empire Service Plan does have restretch coverage included but was not purchased by the customer.
  
  We installed carpet on September 9, 2021 and the customer reported the carpet needing restretched on October 9, 2022.
  
  As restretching is not covered under the product warranty and the labor warranty has expired,we have provided a fair and reasonable cost to the customer.

  
  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18191699
  
  I am rejecting this response because: No paperwork was provided by the company. They stated their warranty was on the website but the sales person who came to the home stated that I had a 10 year warranty, 2 restretches and coverage of carpet miscoloration as it was supposed to be stain resistant. Company stated that they are unaware of most of these Al warranties and arent responsible for their sales rep promises. Buyer beware. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/26/2022

  The labor and product warranties are available to the public on our website.

  The customer did not purchase our ********************** Service Plan, which provides coverage for accidental damage and restretch of carpet.   

  We offered to service the carpet at a discounted cost to the customer. The customer elected to not have us provide the service.

  We appreciate the customers feedback and consider this matter closed.

• Initial Complaint

  Date:10/10/2022

  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.

  Contracted with Empire on 3/19/22 for $22,330 to install ceramic tile in several rooms (and carpet 2 rooms)to start on 3/24/22 and take a total of 5-6 days. The original tiling took 8 days due to Empire showing up hours late, not working very many hours each day, and doing poor quality work returning already 2 additional days so far for tiling repairs/replacements including numerous chipped/defective tiles and tiles that were high tripping hazards. This install contract still remains incomplete at our 2 sliding glass doors to our deck where Empire left 1" x 70" and 1/4" x 58" gaps and unfinished edges and huge clumps of mortar. During the install, the Empire asked us about small gaps in doors and the sticks we used to keep the doors completely closed when not in use to prevent air flow and asked us about whether we were going to replace the doors soon. We told the Empire guys that we just contracted Pella *************** just a few days earlier and Pella was scheduled at their earliest install date to remove the old sliding doors and put in new ones on 9/19-20/22. We then noticed that Empire had left a 1 gap at one sliding doors tiling only to the inside drywall a 1/4" gap at the other sliding door tiling only to the inside drywall. Empire said there was no need for Empire to tile up to the original sliding doors (as Empire had done to the other 3 exterior doors) as Empire "knew" the new Pella thresholds would cover those gaps mounds of mortar. Photos show and *****'s will testify the old and new doors cover the same exact area. While Empire said they would have come and done the work within the contract (no additional charge) before the new doors went in on 9/19/22, Empire is now demanding we engage in a new contract and pay for Empire to complete those thresholds that they should have done up to where the old doors were (exactly where the new doors are as well).

  

  Business Response

  Date: 10/24/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has contacted the customer and service is scheduled for Wednesday, October 26th. 

  

  Business Response

  Date: 11/15/2022

  The service that the customer requested was to fill a gap caused by the customer having a sliding door replaced, after the flooring had been installed. This service was completed on Wednesday, October 26th. 

• Initial Complaint

  Date:10/07/2022

  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.

  9/20 ***************** from Empire Today gave me an estimate for about 500 square feet. The job was to take 1 day. On Thursday 9/22, 3 unskilled and undocumented workers showed up to my house at noon, 3 hours late. I called Empire and complained I called Rod and then contacted the contractor ******. He blew me off stated he didnt need to be here. I sent him photos and I demanded that someone come to check on this. Finally at 2 pm Saturday two other guys showed up. The 3 workers were fired and they then rushed to finish on Sunday night, ************. I never signed off and never received a call until 10 complaint calls to empire. I am completely exhausted and they chatged me nearly 6 thousand dollars already. I want a 50 % refund and I was guaranteed customer satisfaction. ********************* argued with me and then reviewed the photos and offered only ****** refund. This is my brand new townhouse. I am reporting them to get help from BBB and Empire corporate. They should not take advantage of older women and anyone else.

  

  Business Response

  Date: 10/19/2022

  We appreciate the customer contacting us regarding their concerns. We have communicated with the customer and come to an agreement on the matter. We have sent the appropriate documentation to capture the agreement. Once the signed documentation has been received, we will proceed as agreed. We look forward to amicably resolving this matter.