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

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today LLC - Washington DC

  7760 Doane Dr Ste 135 Manassas, VA 20109

  

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:10/05/2022

  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.

  Spent $12,000+ with some random guy named ****** who came, sold us the carpet, and then had been unresponsive the entire time we have been having issues. He also opened a ***** Fargo credit account in my name even though we paid the entire amount via credit cardSo the first installation crew came and did most of the job. They said theyd be back to finish the stairs. From there, I got three separate emails and texts on three different days saying they were coming and they never called or never showed up. Repeated attempts at contacting the company were not answered or followed through on. Nobody got back to me, and I had taken three days off work so I could ensure Id be available. Wasted!Finally, I got a FOURTH email and text saying theyd come and they installed the carpet on stairs but did NOT bring the proper room separator strip that I requested on my order. They didnt speak English and didnt understand so I had to call the main line and someone named ***** said theyd be out on another date to install the strip. *** comes and ***** calls saying that the crew will not be coming. He said theyd come another day and that hed get back to me. Never got back to me and its been over a week!Called today and got transferred to three different people (NOBODY AT THIS COMPANY KNOWS WHAT THEY ARE DOING!) and they said theyd get back to me by end of day but they never did!AVOID THIS COMPANY AT ALL COSTS!!

  

  Business Response

  Date: 10/10/2022

  We appreciate the customer reaching out regarding their concerns.

  Service was completed Friday, October 7th.

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

• Initial Complaint

  Date:10/05/2022

  Type:Billing 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 ORDERED CARPET FROM EMPIRE AND WHEN THEY CAME TO INSTALL THE CARPET IT WAS THE WRONG CARPET / NOW THEY LEFT AND TOLD ME I SIGNED A CONTRACT BUT THEY WONT TRY TO MAKE IT RIGHT / THE *** IS NOT COMPLETED

  

  Business Response

  Date: 10/13/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed service of the installation. We appreciate the customers feedback and consider this matter resolved. 

• Initial Complaint

  Date:10/05/2022

  Type:Product 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 purchased carpet from Empire to be installed in our home (bedroom and closet). The carpet was installed on 8/22/2022. We vaccumed the new carpet and noticed that the carpet seemed to be seperating at one of the seams. We reported this to Empire on 8/23/2022. Empire sent a team to repair/inspect the carpet on 8/30/2022. The team reported to us that the carpet is defective and needed to be replaced. We called Empire to find out their next steps. After over 50 phone calls most of which were not returned, Empire told us they had scheduled a team to replace the carpet, On the scheduled day (10/4/2022) we had prepared the room by emptying the furniture and prepared for the replacement carpet. No one showed and no one called. We have called 6 more times on 10/4 and 10/5 and not received a return phone call. We have disputed the credit card charge.

  

  Business Response

  Date: 10/18/2022

  We appreciate the customer contacting us regarding their concerns.

  Service was completed as agreed.

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

  Customer Answer

  Date: 10/21/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/04/2022

  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.

  We had an in home sales visit by the Empire Today salesperson. We decided to purchase both carpet and engineered **. We asked for a split installation - the carpet was scheduled to be installed on 9/30 (to be completed in a single day) and the ** install was scheduled for 10/6 and 10/7. We were told someone would call the day of the installation and let us know what time we could expect them. On the morning of 9/30 no one called. Sometimes after lunch we got a call from the contractor that he was on his way. When he arrived, he re-measured the areas to be carpeted and began working. After a couple of hours, he told us that he did not have enough carpet and that he would return on finish on the morning of 10/4/22. That afternoon, I called Empire's customer service department to report what happened and was told a ticket would be opened and a supervisor would call me no later than 10/3 (no one ever called).. I also texted my salesperson (he said he would try to assist). On 10/4, no one showed up. We called customer service and were told that "we were told they did not have any more carpet and no idea when they were getting any". Again, no one had contacted us or passed on any information about why they did not complete the job. We paid the entire amount for the carpet via credit card but did not receive a completed project - I can't use my upstairs landing and one set of stairs because they removed the old carpet. This is really a safety hazard. I need my carpet completed. Also, given the horrible communication and complete customer service failure, I wish to cancel the ** portion of my order and we seek the return of our ** deposit.

  

  Business Response

  Date: 10/17/2022

  We appreciate the customer contacting us regarding their concerns.

  We have completed the carpet installation on the staircase.

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

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

• Initial Complaint

  Date:10/04/2022

  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.

  I have used Empire for four other jobs- on this one I experienced some of the worst issues imaginable. They sent some inexperienced people who came late (T afternoon instead of M) and pulled out all carpets in LR/DR- then left after two hours and left all NEW Floor materials outside- where it rained the next day- they didnt show up. So the stuff got all wet. On Thursday I still had no floors and was completely Panicked. I tried to find a diff company to help but nobody could. Finally a manager- **** convinced me he would send a team to finish and would give me a discount- final price $5750 as agreed via a text. I asked him if this would be valid and he said yes he is Manager for ALL CA. Team worked hard and finished that evening. Everyone exhausted.The very nice man asked me for Am Ex and I told him I put down $1,000 already so to please charge $4,750. There was confusion when he called home office and nobody could get ahold of ****. They said it was okay and would be figured out during business hours. So I STUPIDLY allowed them to charge me the wrong amount. But what could I do? It was after 6 pm on a Friday and the crew could not leave. They put $6,419.50 on am ex with no documentation. I disputed with Am Ex and they refunded $559.00- BUT this totals $5860. I reopened dispute AGAIN and sent ***** text with agreed price. They said no thats right price and closed it. We reopened again and again they said its right price. I never signed anything or have a single document showing $5860.They owe me the difference of $110.00 per Agreement from ****. I was absolutely handcuffed to them after they tore out floors and moved all furniture- my home was a distaster and I had a baby puppy, two cats and elderly parents.Why they wont give me the $110.00 back is beyond me.They are complete and total crooks. I also asked to remove the floor protection and they did not.I want the $110 back AND a refund for floor protection.

  

  Business Response

  Date: 10/17/2022

  We appreciate the customer contacting us regarding their concerns. We have processed a monetary accommodation to the order. We appreciate the customers feedback and consider this matter resolved.

  Customer Answer

  Date: 10/21/2022

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/04/2022

  Type:Billing 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 carpet installed in August 2022 that was promised in June 2022. After 7 failed attempts, due to three scheduling conflicts, my carpet not getting on the truck from the warehouse twice, and another time the installers came but was not able to do the work because measurements were taken incorrectly, and they didn't bring enough carpet to install completely after install the price I was quoted by the salesperson showed a ***** increase on my bill. I have used Empire for flooring on at least four other occasions, twice while living in IL, and I always had a good experience. I haven't used them in the last several years, but no experience after the salesperson has been so horrible.My issue is I was promised a discount by their warehouse for the many bad experiences I encountered to get my install to occur. That discount was not given. But my biggest issue is when the installer was doing their work, they told me the padding that was already on my floor was in good shape and its quality was better than the padding sent from Empire. I was asked if I want to keep my existing padding or have them install the padding they brought for my job. I told them to leave on my existing padding. I was supposed to receive a $150 reduction in price. When I received my bill the reduction in cost for the padding was not included in my balance. I am in dispute with the banking company for my payments. Empire rep reached out to me and said they are refusing to decrease my bill. I'm filing this complaint with the BBB. But also intend not to pay the full bill and will take Empire to small claims court to resolve this issue if necessary.

  

  Business Response

  Date: 10/17/2022

  We appreciate the customer contacting us regarding their concerns.

  We have attempted to contact the customer to discuss resolution to the customers concerns. The customer has not yet responded to our attempts to speak with the customer.

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

   

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 18164484
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

   

  It is not honest that I did not return the company's representative (******) voice message. She called me on October 10, 2022, at 3:42pm. She said in her message that she was following up on my complaint and wanted me to know she had reached out to the installers about the padding, and they informed her that they installed the new padding and that they are willing to come back to my residence and pull up a portion of the carpet to show me the padding was installed. She said she wanted to provide that as an option for me. But let me know again they will not be crediting my account. I returned ******'s call the same day October 10, 2022, at 4:45pm.  No one answered my call but there was an opportunity to leave a message. I said in my message, that the installers were not being truthful. I was there at the time of the install. When I accepted what the installers told me about leaving down my existing padding, they did just that. They took no padding out of their van, and when they removed my old carpeting, no padding was taken out with it. Then, I said, I don't mind if the installers want to come back to my home. But, unless Empire's padding is stamped with its name on their padding, how are they going to be able to prove to me that the padding under my carpet is what they installed? I said in my message the installers are obviously lying because they probably did not inventory the padding that they did not install for my job.
  ****** returned my call this past Monday, October 17, 2022, at 3:30pm. This time I received her call, and she said again the same message she left on my voicemail on the 10th. And I responded that I didn't know whether she received the message I left in response to her call and message on that day. She told me she did receive that message. So, I asked her if she had a response to my concern. She said she did not. She said she was merely calling to offer the option to have the installers come out and didn't have anything else to offer. I reject this issue as resolved.
  
  Since then, I received another credit card bill and found no adjustments have been made to my balance. I called the credit card company to inquire why. The customer service representative told me that my dispute about $150 is still pending and active. I asked why it isn't reflected on my bill and if I were to pay off my balance, what will happen with the portion of the bill I'm disputing. I was told I could pay off the balance less than $150. I told her fine, but I don't want my account nor credit score affected because I do not pay that amount, I believe I do not owe.

  

  Business Response

  Date: 10/28/2022

  We offered to come out to inspect the installation and his concerns under installation warranty. The customer declined our offer.

  
  We believe our offer was fair and hope that the customer reconsiders.

  
  

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18164484
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

   

  As I stated in my previous response, Empire is being disingenuous in their reply to resolve my dispute with them. It is true that their manager offered the installers to come back to my home and pull up a section of my carpet to show me that the padding is installed. I did not say there was no padding but that the installers asked me if I wanted to keep my existing padding or install the padding sent by Empire because there was nothing wrong with the padding already on my floor and in fact it was a better quality than the Empire padding. I informed them to leave my existing padding. I explained this same thing to Empire multiple times. And to their offer, I said in response, unless Empire's padding has their name stamped on their padding, how will the installers prove to me it was the padding they installed? The manager from Empire had no response to me. Perhaps she can provide one to BBB.

• Initial Complaint

  Date:10/03/2022

  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.

  Placed an order on 7/20/22 for carpet with installation scheduled on 8/27/22. On 8/27/22 I was contacted and told they needed to reschedule the installation due to lack of installers to 9/7/22. They did not show up on 9/7/22 and no one contacted me. When I called they said they had rescheduled the installation to another date without consulting me due to lack of installers. No one ever shows up and they do not call. I have made repeated calls to their corporate and customer service numbers and have been told numerous times that my carpet would be reinstalled on a date and no one shows up. Even said I would switch to another type of flooring to get it installed quicker. They agreed and said they would send a sales person to assist me in picking different type of flooring and they did not show up either. After the most recent time they did not show up, they scheduled the installation for a date I wasn't available. I called multiple times to reschedule. They said they did.But now I find out it was just marked installed and so they can't reschedule. I don't have any new carpets of yet 10/3/22. And they have had my deposit for months!

  

  Business Response

  Date: 10/21/2022

  We appreciate the customer reaching out to share their concerns.

  A Manager is in contact with the customer. A fair and reasonable allowance has been offered and we are just waiting to hear back from the customer to confirm a date for service.

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

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18161964
  
  I am rejecting this response because: The job is not complete. Quarter round molding and thresholds were left off during installation and have not yet been replaced or scheduled to be replaced. A payment agreement was reached and has been paid in full as of 10/26/22. 
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 11/03/2022

  Service to install the molding and thresholds is arranged for Tuesday. November 8th.

  We apologize for the further inconvenience.

   

• Initial Complaint

  Date:10/03/2022

  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.

  We hired Empire to replace our flooring. The job was to include removing the existing flooring, repairing areas of the subfloor (which the salesperson originally said may include replacing with plywood, etc.) then replacing with a new product. After the first day, there were areas from the living room to the gym that had slopes of up to 1%. They had to remove that area and fix it the next day. It's better but still noticeable. Though our kitchen was our biggest concern and we encouraged them to start there in case it would take longer, they did it on the last day and left us with floors that had slope issues in several areas, including some areas where the floor bounced. They had to come back out again and this time used a leveling agent in the kitchen and laundry room (that we wish they had used from the beginning, especially after they explained that they do not replace subfloors). We even had to insist that they not try to do the whole job in one day as we want to make sure the agent was completely dry AND flat before they put the flooring back on. We watched it dry slowly over the next 2 days (with our kitchen blocked off from the dogs), especially in areas where there were clear changes in level.When they returned, I pointed out the areas where I was still confirmed and they assured me they could grind down the areas where the agent needed to be smoothed out and that they would not put the trim back around the walls until I was happy. I was in and out of the house and came in to find that they had "finished", the trim was back on, etc. I walked the floor again and pointed out my concerns yet again. They kept saying that it was a "floating floor" and would never be perfect. I was so exhausted by all this & allowed them to leave, with me in tears. I've tried to get resolution, as you can see from the attached email chain. A rep. came out, confirmed that he could SEE a number of problems but they are no longer responding to my emails.

  

  Business Response

  Date: 10/21/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have agreed to provide service.  The material needed for the service has been ordered.  Once material has been received, we will schedule service with the customer. We appreciate the customers feedback and look forward to amicably resolving this matter. 

• Initial Complaint

  Date:10/01/2022

  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.

  We had premium vinyl floors placed less then 2 years ago, our warranty is for 3 years. The floors have started to peel and come up in area. Over a month ago someone came to look at them, there has since been no follow up. I have called 3 times with a promise to call back in 24 hour business days, and still no follow up. The last call was now a week ago. I even tried to email them and still nothing.

  

  Business Response

  Date: 10/17/2022

  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.

  We completed an office assessment of the flooring concerns as a courtesy.  The results found were site related.

  As the damage is not covered under either warranty, we have provided a fair and reasonable cost to repair the flooring.

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

• Initial Complaint

  Date:10/01/2022

  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.

  I had carpeting installed. I was told it would be installed with a pad and on glue down tack strips over and existing tiled floor. It was the salesman who told me it would be a glue down tack strips insulation. The tiles were in good shape. We were using the glue down tack strips so not to disturb the tiles that were in good condition They just were a bright yellow I didn't really care for the color but they were in good condition. (I was just going for a more neutral look in the rooms there --I painted the walls and wanted the carpeting to be neutral like the walls because I wanted to put my house up for sale this past summer. The paint was damaged too.) When somebody wants to remove the carpet they may have wanted the tiles. What ended up happening is the entire carpeting was glued down with no tack strips and no padding. Carpeting doesn't last forever and I'm imagining when the carpeting needs to be removed it will involve taking the tiles with them. There were seams showing as well. This is not at all what I was expecting. It took me a long time to get in touch with somebody from empire like weeks. Finally an inspector did come to see the installation, a man named ************** and another named ****. *** agreed there was a problem and said he was going to get back to me with what would be decided as a partial refund. I never heard from him again I called I emailed repeatedly. After waiting for some time I called the general number again and left a message with a person who had ***************** me. **** called me and we talked a couple weeks ago. He said within a few days he would call me back and let me know what was decided I haven't heard from him. This has been going on far to long and I feel completely ripped off. I only was asking for a partial refund but at this point because I've had to continue dealing with his problem for so long I feel like I want to complete refund plus I would like something to make up for all this aggravation I've had to deal with.

  

  Business Response

  Date: 10/19/2022

  We appreciate the customer contacting us regarding their concerns.

  The Regional Manager spoke with the customer recently and we have presented a written offer to resolve this matter amicably.

  We thank the customer for their feedback. 

  Customer Answer

  Date: 10/23/2022

   
  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.
  
  Sincerely,
  
  *********************