Complaints

This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empire Today, LLC

  333 Northwest Ave Northlake, IL 60164-1604

  
• 

  Empire Today, LLC

  200 Elm St North Haven, CT 06473

  
• 

  Empire Today, LLC

  120 Spagnoli Rd Ste 3 Melville, NY 11747

  
• 

  Empire Today, LLC

  103 Central Ave Ste 400B Mount Laurel, NJ 08054

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/29/2022

  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.

  After Empire Today (CSLB#*******) installed the click lock LVP flooring, we immediately noticed that it was installed improperly and contacted the company to resolve the problem. Since the contract is not complete, we thought the problem could be resolved, but we are have trouble getting in contact with them. They initially sent a person out to examine the issue, but have not resolved the problem and it is getting worse. We continue to reach out to them daily, but have not received a answer.

  

  Business Response

  Date: 10/18/2022

  We appreciate the customer contacting us regarding their concerns.  We will contact the customer to schedule the approved repair service. Once the customer has been contacted we will schedule the service at a mutually convenient time for both parties. We look forward to amicably resolving this matter.

• Initial Complaint

  Date:09/29/2022

  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.

  Empire Today failed to offer me carpeting as advertised. Its national ** advertising stated Update your floors with Empire Todays $50 room sale. Buy one room. Get ************** other rooms for just $50 each. So, when you buy one room, its just $50 for laminate in the kitchen, $50 for carpet in the bedroom, and $50 for hardwood in the office. Theres no limit. Buy one room and its $50 for each additional room. The ** ad featured inconspicuous print at the bottom of the screen stating Product only. Select styles. Buy highest value room at regular price. $50 price excludes install, pad, and materials. Not available in all areas. Ends 10-2-2022. I called Empire Today and referenced the advertised buy one room and get all others for $50 offer. I scheduled an appointment for September 27, 2022. The Empire Today sales representative arrived as scheduled. He measured my six rooms. He was very professional in his presentation of carpet options. I selected a carpet, for which he gave me a total price for all rooms. When I asked him why he did not calculate the price based on the advertised offer, he said I was in a one-price area where the advertised offer did not apply. He said my total price was the same as the total price where the advertised offer is applicable because, in those states, the price of the one room is increased to cover the reduction in price for the $50 rooms. This is contrary to the ad fine print stating one is to pay the regular price for one room. This price manipulation, as strongly affirmed by its own sales representative, is inconsistent with the BBB Code of Advertising to which Empire Today is pledged as a BBB Accredited Business. My complaint seeks Empire Todays withdrawal of this and all similar advertising. This form does not allow space for other issues I will present in rebuttal to the Empire Today response to this complaint. I do not seek a modification in the price to me. I am not an Empire Today buyer at this time.

  

  Business Response

  Date: 10/18/2022

  We appreciate **************** contacting us regarding his concerns.
  
  The national cable television advertisement that **************** viewed clearly and conspicuously states that the promotion is not available is all areas. **************** fully and accurately captured this disclosure from the advertisement within his complaint. Note that while Empire can choose the viewing area of local cable (and no local cable ads are placed in Mr. ******* area), the company cannot select where national cable advertisements may be seen. For that reason, the company has included a clear and conspicuous disclosure.
  
  During the sales appointment, the subcontracted sales representative advised **************** that the promotion was not available in his area as per the disclosure. **************** declined to purchase flooring from our company.
  
  We regret that the promotion is not available in Mr. ******* area and thank him for his feedback.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18144005
  
  I am rejecting this response because:

  Empire Todays response is appalling and incredulous.

  I reject the Empire Today response because it fails to address the core issue of my complaint which is the discontinuation of this advertising if Empire Today does not substantiate the accuracy of its Buy one room. Get ************** other rooms for just $50 each television and online advertising.

  
  Rather than provide substantiation for its advertised claim, as provided by the BBB Code of Advertising which Empire Today is pledged to support as a BBB Accredited Business, Empire Todays response is only that the advertising did not apply to me in my area where they do business. 

  I am attaching a document which is the full statement of my rebuttal

  Thank you.

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

  

  Business Response

  Date: 11/08/2022

  We appreciate Mr. ******* additional feedback regarding his sales experience.
  
  The subcontractor sales agent *************** met with services local customers only and as such, is wholly unaware of pricing outside of the local area. As clearly and conspicuously stated within the advertisement, the promotion is not available in all areas.
  
  During the sales appointment, the subcontracted sales representative advised **************** that the promotion was not available in his area as per the disclosure and **************** chose not to purchase from us.

  We thank **************** for his feedback.

• Initial Complaint

  Date:09/29/2022

  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.

  Job is incomplete. Every day, they say theyre coming back the next day. The next day, they call at last minute with an excuse why they cant come.

  

  Business Response

  Date: 10/17/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office is in contact with the customer and are coordinating a service to be completed at the customer's convenience.

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

   

  Customer Answer

  Date: 10/24/2022

   
  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, as they finally finished the job this morning. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/29/2022

  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 contracted with Empire Today to do some flooring at our Veterans of ***************** in ***************. The Date of the install was Sept 14, 2022. The company showed up to do the install but had the wrong color of flooring. The installer called the office and collected the material and left. Since that date, my Adjutant, *********************** called the representative, *******, and left several messages and tried to explain about the wrong color of flooring. To date this Rep has never called back with a solution. I am the commander of this Post and am in charge and have tried in vain to get ahold of someone with Empire Today. I have left numerous messages and have yet to receive a call back. The company collected 50% down payment. For whatever reason they this company has refused to contact us. I have been very reasonable and respectful on all messages left. I was assured a call back by 11:15 am on Monday 09/26/22, no call. To date no call. I want the company to contact me as soon as possible. This company also previously installed some flooring for us at this VFW Post and it is in need of some repair. I want the repair and I'm not sure I want them to continue with the other project. A refund is appropriate in this case. WE are Veterans who served our country in combat as the title indicates, Veterans of Foreign Wars. We deserve better.

  

  Business Response

  Date: 10/19/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for October 19, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter. 

• Initial Complaint

  Date:09/28/2022

  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.

  On the 28th of Aug. we received a consultation with a sales rep. ** saw the promotion of buy 1 room get additional rooms for $50. The sales rep dismissed the promotion when I mentioned it, but said that he will get us the best price. ** were interested in the 12 month financing. I repeatedly asked the sales rep if I would be penalized for not making any payments for 6 months, but that I would pay off the balance in full in 6 months. This was made very clear and I emphasized it so much that I asked him to confirm and he reiterated that as long as I paid off the full balance before the 12 months was up, I should be fine. With this information ** decided to proceed. That night I reached out to him to change the installation date and he said that I could call the number on the email he sent. I found the email in my spam folder and thats when I found that monthly payments were required. I immediately called customers service to cancel when I was transferred to the retention **** where the specialist (****) offered 20% off the price submitted by Sales rep to not cancel. I agreed to proceed under these circumstances, but when the floors were done empire has gone back on their word and has not adjusted the price according to what was agreed and approved. I have **** on record, since they announce that the call is being recorded so I also recorded the call, and he said that the 20% was approved by management, but management has not made the adjustments and does not know why. The installation of the floors were contingent upon this agreement. My couch was damaged during the installation and empire once again used deceptive tactics. They had us look up quotes for repairs and then asked for our invoice of purchase making it seem that we would be paid for the damage but instead put it as a credit. Emails prove our agreed request. Accommodation agreement mentions payment (not credit) in the original form of payment of purchase regarding my couch. Unable to upload audio of ****

  

  Business Response

  Date: 10/10/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has contacted the customer and resolved the matter amicably.
  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18144480
  
  I am rejecting this response because:The company has not upheld their guaranteed price in order for me to not had canceled the project. Unfortunately, BBBs system does not have the capacity for me to upload the audio that I have of the retention rep stating that the p ice should be at $9,284 with a minimum monthly payment of $232. He states that this price was approved by management before any work was done, since the installation of the floors were contingent upon this adjusted price. No adjustment no floors. There has been no attempt by the company to rectify this issue. They just submitted a credit of $1,309, but that still didnt bring down the price to $9,284 as was agreed. I just want was offered in order for me not to cancel the project: $9,284 price tag with a minimum monthly payment of $232. Thank you
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/13/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has reached out to the customer and left a voice message to explain the payment concerns.

   

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18144480
  
  I am rejecting this response because: we called **** from the local office back and she had concerns as to why this was sent to her office since the price tag and offers were made at the corporate level and not the local office. She emailed those involved at the corporate office and even stated that she does not know how ********** in retention could had given us the numbers for a minimum monthly payment since this is something that ***** Fargo determines. However, **** is on record giving the price and what the minimum monthly payment is going to be in order to prevent me from canceling the project. There have been so many lies and deceptive tactics on their end with reps making advertising statements and offers that were proven to be misleading and false. 
  
  Sincerely,
  
  **************************;

• Initial Complaint

  Date:09/28/2022

  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.

  In August of 2021, I had contacted Empire to put flooring for 2 rooms in my home for 2 separate days. When room 1 was complete by 1st contractor on day 1, Empire charged me $3,500 for the cost of both room installation, however only 1 installation had been completed at that point. On day 2, when 2nd contractor came, they left the room a mess with glue on walls and on floor, to the point where you could physically feel and hear your feet sticking to the floor. I called for a 2 month period attempting to have Empire come out to rectify the situation. I received the run around and no one was coming back to fix the problem. I contacted my bank and put a stop payment for half of the amount since I feel only half the work was completed. My bank agreed with me and gave me back $1799 in refund. Only then did I hear back from Empire saying they were willing to fix the problem. I told them I had to clean the glue off the floor myself and that they would be only paid half of amount due being felt it was unfair that they waited do long. Only after I stopped payment did they call me back. Now over a year later Empire has sent me to collections trying to recoup the $1799, which I was already told by my bank, that I was in the right and did not have to pay. It is not the way to do business and when I needed them to come fix, they were no where to be found. Now my credit had to be affected because of their incompetence.

  

  Business Response

  Date: 10/13/2022

  We appreciate the customer contacting us regarding their concerns.

  We acknowledged the presence of adhesive on the floor after installation and offered to set service to clean the flooring
  
  The customer indicated he cleaned the floor himself and no longer needed service.
  
  The customer filed a dispute against the payment with the funding bank and we were unable to reach the customer to discuss until now. 
  
  We offered an accommodation for customer good will and satisfaction.
  
  Although the funding bank credited the customer back for the charge, this does not absolve them of the debt owed for the installation of the contracted floor.
  
  We believe our offer was fair and ask the customer to reconsider their position.

  
  

• Initial Complaint

  Date:09/28/2022

  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.

  After installation of new carpet, seams and edges began to pull up which created voided areas in the carpet. This happened within 2 years of the first installation (2018) and 1 year from a subsequent installation (2019). Initial notification for warranty work was completed in June 2021 with no response from Empire. I initiated another warranty ticket in June 2022. That ticket has been closed twice without any attempt by Empire to reach out to fix the issue.

  

  Business Response

  Date: 10/11/2022

  We appreciate the customer reaching out with their concerns.

  A manager has spoken with the customer and a site assessment is arranged for Wednesday, October 26th.

  We apologize for any inconvenience to the customer and look forward to a positive outcome.

• Initial Complaint

  Date:09/28/2022

  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 contacted empire today to come out to our house and give us a quote for flooring. The quote was $12,000. After we decided to go with them, and 24 hours before install it jumped up to $19,000 as the sales consultant said he mis-judged measurements. We ended up paying a higher amount than originally quoted and was told install would happen within 48 hours. We paid $9,000 up front and when it came time for install, no body showed up. Our sales guy lied again and promised us an install date he knew he could not get. So Empire today had $9,000 of my money and I was left high and dry and NO BODY WOULD RETURN MY CALLS. I made a complaint with corporate and 2 different managers reached out to apologize and offered me money back if I took my negative review down. I was told today that I am not receiving a credit back.

  

  Business Response

  Date: 10/11/2022

  We appreciate the customer contacting us regarding their concerns.

  Per the customers request, we have come to an amicable resolution regarding the installation project.

  We sincerely apologize for the customer's inconvenience.

• Initial Complaint

  Date:09/28/2022

  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.

  July 11th a contractor came to replace my floors. They were supposed to use something called propatch. A leveler throughout the entire home. It was not used with the exception of 1 room(considered a basement) Within 3 weeks the floors had started popping ** in our family room. Since then the floors have continued to get worse. I called August 6th to inform them of the problem. since then I have had 4 no call no shows. Someone dropped of materials and left them outside for a month, most likely ruining the materials. now been 2.5 months and my floors are still getting worse by the day. I have now multiple times changed my schedule to accommodate them and still nothing had come from my patience.

  

  Business Response

  Date: 10/05/2022

  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.

• Initial Complaint

  Date:09/27/2022

  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.

  On April 6, 2021 I entered into a contract with Empire Today to have laminate flooring installed on the main level of my house and LVP flooring on the lower level. The contract price was $18,909.56. It was installed okay, but we encountered problems with the laminate flooring later that year on into early 2022. The laminate flooring began showing foot prints and spots. We called Empire Today and their technician came out and tried to remove the prints and spots but could not. We were told that it may have been caused by my cat, but my cat could not produce foot shapes on the floor. We were told that we used an improper floor cleaner. But, the only cleaner we have ever used on our floors is Bona Tile/Laminate/Vinyl cleaner which is made specifically for these types of floors. It appears to us that there is a defect with this particular flooring. I want a manager from Empire Today to come and look at our problem. Additionally, I want the boards that are damaged to be replaced. I have attached photos of the problem.

  

  Business Response

  Date: 10/08/2022

  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 performed a manager assessment on April 21, 2022 and submitted a claim on behalf of the customer to the manufacturer.  The claim was denied.

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