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:02/22/2025
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.
Complaint 1 Description The reason for this complaint is to request an immediate follow-up call from higher management regarding the mistreatment, deceptive price match quote option, and bias that I experienced from Empire Today, LLC. Id like to inform BBB and consumers that this company promised to honor a quote price match without commitment to their promise. My request is to have someone from higher management at Empire Today, LLC to further investigate this situation by listening to all recorded calls that transpired during this horrific experience. As a returning customer, I reached out to ******************** on 2/17/25, to inquire on a quote for flooring Install which included the material. The quote provided was $6,754.89 which seemed to be high considering it was an install for only 4 bedrooms measured at 750 SQFT. I expressed that the quote was not within my budget, the sales *** mentioned another option that they honor price matching from other companies whom might offer a lower quote. I found a cheaper quote at $4,215. I followed up with Empire Today, LLC on 2/20/25, to request the price match that they promised. I was connected to sales ***resentative, ***** who immediately disrespected me by raising his voice stating the price Im quoting you is the best and you wont find a better one. ***** stated that Im very aware of whats going on with all the notes on your service ticket as if I was a criminal with a bias demeanor. ***** aggressively asked me to send him the other quote that I received, which I sent to his personal phone as a text message. After ***** received the quote, he ***lied that he would get with his manager to determine if there was even anything he could do for me. ***** promised a call back within 24hrs and I never heard back from him. Note: I had to submit three complaints as a continuation to include a full description of the experience I had with Empire Today, LLC, due to limited characters.
Business Response
Date: 02/26/2025
We appreciate the customer contacting us regarding their concerns.
We reviewed the customers competitor quote and explained to the customer that the products are not comparable. The quote provided does not meet the terms of the price match. The customer has decided not to move forward with Empire for her flooring needs.
We thank the customer for considering our service.
Customer Answer
Date: 03/10/2025
Complaint: 22976819
I am rejecting this response because:
Good day,
My apologies for the late response, the initial email sent by BBB was stating that the issue was a price match. The issue was how the price match request was handled, I will not continue back and forth but note that I was not pleased with the resolution. Thank you!
********* ********
Sincerely,
********* ********Business Response
Date: 03/11/2025
We appreciate the feedback regarding the price matching process.
We wish you well in your future home improvement project and thank you for considering our service.
Customer Answer
Date: 03/12/2025
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:02/21/2025
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.
On 12/17/2024 *** came out and added divider. Did not fix all problems that I found with ****** but not a huge issue. On 12/18 (or 17) I discovered the padding for the carpet was not the upgraded product I had paid for. Contacted ***** who stated carpet people would assess. On 12/19 carpet people came back, admitted they did not have the right product but it was late and they did not want to call the store. Asked me to stop complaining and swapped the padding for the upgraded padding I had paid for. When installing the carpet again, it was done so poorly it had holes in the middle of the floor and the sides were not tucked into baseboards or Z-bar. Due to holidays I had to postpone additional repairs as I was hosting family. They told me to call back in after. On 1/14/25 called ***** who advised ****** would call. Never did. On 12/21/25 called again, no answer.Business Response
Date: 03/10/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer and have an assessment scheduled for March 12, 2025, at no cost to the customer.
Once the assessment findings have been reviewed. We communicate the findings to the customer and take the next measures based on the results of the assessment findings.
We appreciate the customers feedback and look forward to amicably resolving this matter.
Initial Complaint
Date:02/21/2025
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 had H34313236**3633333632H come out for a quote and a contractor came out and said they couldn&#**;t do the job. I was told I would be getting a refund and they have made it very difficult to get my refund back.Business Response
Date: 02/25/2025
We appreciate the customer contacting us regarding their concerns.
The installers arrived on February 21, 2025 to install the carpet. When it was determined we were unable to install to the customers expectation, the order was cancelled. The refund of the deposit was processed the same day.
We thank the customer for considering our service.
Initial Complaint
Date:02/21/2025
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.
Purchased waterproof flooring manufacturer! Had a kitchen sink pipe leak . Water was cleaned up immediately. A week later we noticed the floor was buckling. Empire came out and found the underlay was wet. So the water from the sink got under the floor. The gentleman that removed floor told me there would be no charge because I purchased waterproof . Now Empire wants to charge me 586.00$ . They said water could not have come from the top of floor , it had to come from underneath! That is a lie I want them to back the waterproof flooring they sell !!Business Response
Date: 03/04/2025
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: 03/04/2025
Complaint: 22972276
I am rejecting this response because:
Sincerely,
******* *****, Empire Today refuse to back their warrenty ! They just kept insisting that the water was coming up from the floor not from the sink which is a lie. The home is on the market and the fighting with them was stressful and costly. We where forced to pay the the ****** to fix the floor. They did absolutely nothing to work with us , not even offer to meet us halfway with the cost ! They have every excuse not to back their warranty ! Same on them !Business Response
Date: 03/04/2025
The damage occurred after installation and is not covered under the labor warranty. The product warranty under the manufacturer does not cover damage caused by appliance failure or leaks from water sources such as a sink. The original BBB complaint stated the sink had a leak and a repair was needed. The damage is site related and we charged the customer a reduced repair rate accordingly.
The customer paid in full and the repair has been completed.
Customer Answer
Date: 03/05/2025
Complaint: 22972276
I am rejecting this response because:
Sincerely,
******* *****, I purchased Waterproof flooring!! So you sold me a product that is not Waterproof!! That is definitely false advertising and representation. Waterproof flooring is made for kitchens , bathrooms, laundry rooms and areas that can have leaks and moisture. Second your response here is different than the excuse you gave me !! You kept telling me my water came from underneath my floor when my sink had a leak that we were there and cleaned up immediately!Initial Complaint
Date:02/20/2025
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.
Have contacted customer service many times since my initial call on 2/5. Have several nail pops and a few raised planks that are covered on the service plan I purchased when I initially purchased the flooring. Finally empire contacted me today 2/20/2025 and promised a callback which I have not received. In addition I have not received the promised cleaning kit. I need someone to contact me immediately or I will elevate.Business Response
Date: 03/11/2025
We appreciate the customer reaching out to share their experience.
A manager is in contact with the customer to discuss resolution.
We apologize for the customer's experience and thank them for the opportunity to respond to their concerns.
Initial Complaint
Date:02/20/2025
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.
8 yrs ago my kitchen floor was ***laced with a laminate that was highly recommended by the salesman as extremely durable and could even "remain under water for days without any damage". Six (6) months ago approx 1/4 inch wide strips varying in length from 1 inch to 4 inches began to lift and peel from several areas. I called Empire Today when the 2nd strip peeled up to request ***lacement of the damaged areas and the *** immediately stated that she "doubted that the manufacturer would honor the warranty" but would enquire. After answering questions about maintenance, care, number of people in house -1, pets - 0, and assistive ambulatory devices - 0, I sent photos of the damaged areas. Shortly thereafter I received a call that Empire no longer carried that product and would not ***air the damage. However I could arrange an apptmt to select and purchase a new floor. My response was negative to another purchase from a company that did not honor its warranty nor stand behind their product. There has been no further communication from Empire Today.Business Response
Date: 03/11/2025
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 January 17, 2017.The photos and assessment information were forwarded to the manufacturer for review for a claim under warranty.
Please be advised this process is currently taking up to eight (8) weeks for the manufacturer to reply once submitted.
Initial Complaint
Date:02/19/2025
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.
Empire Today sales consultant (***) visited my home for product selection. I was quoted $7,991 to install laminate floors throughout my small condominium. The workers arrive on installation day, January 3, 2025. The Lead Installer (*****) informs me the floors are not level & the price changes from $7,991 to $10,393.24. All existing carpet was torn out around/about a week before installation day, January 3, 2025. Moving forward - the crew applies a leveling compound & completed the job January 4, 2025. I contacted Empire - **************** January 6, 2025, because I am having issues opening & closing the entryway door, because the new threshold was installed wrong. ***** was sent back out & made adjustments to no avail. I spoke with Installation Manager ***** ******, February 17, 2025. He refused to correct the threshold issue. I have emails to support this.Business Response
Date: 03/04/2025
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:02/18/2025
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.
Transaction Date: 4/11/22 On 4/11/22, an Empire ***resentative came to my house and showed carpet and flooring. I purchased both. During the purchasing process, the ***resentative asked if I would be interested in purchasing an extended warranty plan. I asked what the warranty plan consisted of. The *** indicated that if an accident were to occur, unless it is caused my urine from the animals, I would be able to get my flooring fixed without further cost. I was also assured that this coverage along with my limited lifetime manufacturing warranty, plus 1 year installation warranty, would cover me in case something happened.On Dec 28, I went into the formal dining room, where the wood is located, my relative pointed out their was something wrong with the floor. The formal dining room is rarely used. I found 1 wood piece was split in the middle. On Dec 30 I called Empire to make a claim in order to have an individual come and ***air the wood plank. I was asked questions as to the location of the damage, when I noticed it, and how it happened. At the times, when asked how it happened, I stated I did not know, but it was not a highly used area, and nothing was out of the ordinary in terms of temperature or damage to the house such as water. The *** took my information and stated that a decision would be made shortly.On Dec 31, I received a phone call from the Claims ***resentative, stating that I was denied my claim, and that I should try the extended warranty. I said I believed it was a manufacturing issue. I was told by the *** that I could not make an installation claim, but told the *** that I never stated it was an installation issue. I was told Empire could come and make an assessment but it would cost $******. Nothing was ever stated on the contract that would indicate more money would need to be spent, in order to determine if it was an issue with a manufacturing defect. Additionally, I would not be reimbursed for the ****** if it was a manufacturing issue.Business Response
Date: 03/05/2025
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager contacted the customer and is offering a courtesy repair.
We look forward to hearing from the customer and resolving this matter amicably.
Initial Complaint
Date:02/18/2025
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.
On 5/10/23, we had floors installed, after numerous conversations about the floors being unleveled, we were reassured the floors would be ok. I had initial issues with the floors lifting the resolution from the contractor was to send representative out to push floor planks in various areas down. Fast forward to today, the floors continue to lift, we're told our warranty is over and they will not send anyone out to address the issue unless we pay $250.00 plus and additional $5,040.00 for the dining room. Mind you the living, dining room and hall cost was $5,300.00. We sent numerous pictures, which they claim they could not open, and they have been very uncooperative.Business Response
Date: 03/10/2025
We appreciate the customer contacting us regarding their concerns.
Prior to their filing of this complaint we had informed the customer that we provided a one (1) year workmanship and services warranty with our installation. The customers workmanship and services warranty expired on June 11, 2024, thus since they reported their concern December 31, 2024, the requested assessment of the installation would be subject to a fee.
We have attempted to reach the customer to discuss howd they would like to proceed, but have had no response.
We kindly request the customer return our correspondence efforts. We look forward to amicably resolving this matter.
Initial Complaint
Date:02/18/2025
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.
OK, first the carpet is not the color its installed where you can see the same. It looks like c*** I dont know what else to tell these people until they come out and answer my phone calls or come out and look at this. I either want it replaced refunded or something I needed ASAP.Business Response
Date: 03/07/2025
We appreciate the customer contacting us regarding their concerns.
We have scheduled the replacement for March 11, 2025.
We apologize for any inconvenience and thank the customer for their feedback.
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