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

  771 Dearborn Park Ln Ste Q & R Worthington, OH 43085

  
• 

  Empire Today, LLC

  3839 East Paris Ave SE STE 304 Grand Rapids, MI 49512

  
• 

  Empire Today LLC

  10475 Fortune Pkwy Bldg 200 Jacksonville, FL 32256

  

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:09/22/2022

  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 received an in-home estimate for flooring for my home. The sales representative falsely confirmed that a credit for a previous property would be honored. Based on this confirmation, I moved forward with the project. On the day of installation, I spoke with 6 different Empire representatives. Only one representative informed me that in order to receive the credit, I would need to provide a ***** of ******** form. This was not requested by the 5 previous representatives, in fact, they confirmed the credit and that it was a simple process to transfer.In order to not loose out on his commission, the sales representative confirmed it would be a simple process to transfer the previous credit. Once I brought a mathematical error to the sales representative's attention (I was not being charged the correct amount minus the appropriate deductions) he too asked for a ***** of ******** document in order to apply the previously confirmed price.This company has given me the run around and it has become a part-time job trying to secure any assistance. One 'manager' threatened to hang up on me because I was demanding answers, the sales representative has not answered my calls, and a 2 day project at *** is now taking 4 days. I'm beyond annoyed and frustrated. I simply need a supervisory representative at Empire to return my call and provide answers.I even contacted the customer service department at ******************************************************************** and provided the following case number 1-6458333522 and yet, no response.

  

  Business Response

  Date: 10/11/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office manager emailed the customer a breakdown of the purchases to clarify the open balance due.

• Initial Complaint

  Date:09/22/2022

  Type:Order 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 signed a contract with Empire today for Carpet installation. Empire today did install the carpet, but the installation team broke several things in my home, and never cleaned afterwards. The whole process took four days instead of two days as in the contract. The aftermess we are facing as below: 1. curtain cover broken The curtain cover was not installed back.One of the cover pieces was found outside of the house on the ground, broken.2. electrical outlet broken Circuit breaker won't reset. Installer used and broke one electrical outlet controlled by this breaker. They kept resetting the breaker and every time it led to a big spark. Had to check all outlets wired to this breaker to locate the issue. Found visible electrical burn **** inside an electrical outlet they used. 3. Basement toilet clogged 4. Mess left behind, May ************************************************************************ air duct June 3 Even blades left at the entrance.June 4 Debris in garage Carpet and other garbage left on patio, lawn Nail piles in multiple locations Debris including left over nails/staples all over the houseNails/staples all over the driveway Empty water bottles thrown on all over (inside/outside of the house)Debris thrown into kids' toy box 7. Landscaping damage 8. Baseboard trim 9. Paint damage I attached pictures for the damages and mess after their work .Thank you for your time, if you need other information, please let me know

  

  Business Response

  Date: 10/10/2022

  We thank the customer for sharing their concerns.

  A Manager reached out to the customer to discuss and has offered a fair and reasonable refund to resolve this matter.

  We regret for the customer's experience and apologize for the inconvenience.

• Initial Complaint

  Date:09/22/2022

  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.

  Salesperson showed my wife and I samples of hardwood flooring and sold us on the **** product of engineered hardwood flooring. In the contract, the model name and color of the sample was written as the product to be installed. After installation, the installers left an "extra" box of flooring in case of the need to replace a board. I noticed that the label did not say the name of the manufacturer, nor the model name nor the same color. I researched on the internet the model number on the "extra" box and it is flooring from another manufacturer, not the one the contract said would be installed. In contacting the "customer service" they gave me a reference number to call back and check up on my inquiry. When I called 2 days later, the representative said that the "call has been resolved" and referred to the sales person. I called the sales person and he had no idea what I was talking about. I mentioned that there is a discrepancy between the contract and what was installed and he said that is a basis for cancellation. I told him the flooring is already installed. I have continued to contact "customer service" and as of this time and date, they have given me a new reference number and tell me that the case has been "sent up" to a higher level of management. I continue to wait for a response from both the sales person and the customer service "management".

  

  Business Response

  Date: 10/07/2022

  We appreciate the customer contacting us regarding their concerns.
  
  *********************** contracted for engineered hardwood flooring installation with Empire on July 26, 2022. A copy of ************************ contract has been uploaded to the complaint for reference.
  
  The flooring ************************ purchased is sold by Empire as ******** style engineered hardwood flooring in color Ravine, as listed on the contract. The style and color names are privately labeled by Empire. The flooring is an import product manufactured in ***** and sourced from *************. under Casabella Hardwood. An email from All Tiles COO has been uploaded which confirms these facts. Weve also uploaded the manufacturers warranty document as well.
  
  Empire installed ************************ flooring on September 13, 2022. As part of the installation process, we confirm the style and color of flooring with the customer and complete a pre-walk-through review before any work commences. Once done, the customer and installers compete a post-installation walk through as well.
  
  Weve uploaded a copy of ************************ completed and signed Walk-Though &Certificate of Completion (***). ************************ acknowledged on the *** that he was shown the materials to be installed (color/style) and confirmed they were correct prior to installation. Further, ************************ confirmed during the post-walk though that the flooring was installed to his satisfaction and he left an extremely complementary note regarding the installers.
  
  *********************** purchased privately labeled flooring from Empire, confirmed the product prior to installation, and was delighted with the installation. We thank the customer for his feedback.

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18064085
  
  I am rejecting this response because:

   

  Although the work was done fine,  we were sold on an ******** product from **** floorings by the Sales Person.  Not the Chinesse product.  The sales person has lied to us.  I have submitted a text message from the Sales Person that he states that he sells **** flooring and does not know what the product that was installed is.  I was not aware of the product's origin that was installed until I was given an "extra box" of the product and came to realise that the product was not **** as the sales person explained.  I would not have continued with the agreement if I knew that the product was NOT **** and the product was made in *****.  The sales person NEVER explained that the products sold are private label.  That was explained to me after I inquired about the discrepency between what I was sold, and what was installed.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/17/2022

  Empire sells carpet and flooring from a wide variety of manufacturers both import and domestic; at no time was the flooring sold to ************************ represented as he is describing.

  The private label style names and colors Empire uses are consistent on ************************ contract,our website, and the published warranty information.
  

  We appreciate *********************** confirming the installation was done well. We thank the customer for his feedback.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18064085
  
  I am rejecting this response because:
  
  

  When the sales person, ******, came to our condo, he sold us on the fact that the flooring was a **** product.  That is how ****** represented it to my wife and I.  That is also how he represented it when he came a second time to our condo when he was sent by Empire, in response to my complaint, to inspect the flooring and the box of "left over product.  He claimed to not know what the product manufacturer was that was installed.  Again, he restated that he has his "notes", as he showed my in his notebook, that Empire sells **** flooring.  I also have a text message from ****** stating: "I TOLD YOU WE SELL ****// *********/: MOHAWK/: AND THAT I WAS NOT FAMILIAR WITH THE NAME ON THE *** OF FLOORING YOU HAVE..."

  The salesperson, ******, was sent to inspect the flooring and manufacturer by ****************.  After the "inspection", I received a Voice Mail from the **************** Manager, *****, explaining that "due to the communication with the rep that you had and the flooring that was installed", ***** offered me a refund.

  In response to Empire's Legal team, the salesman board that is presented to potential costumers does not state a Name Brand or any brand for that matter. (I have that board in my possession as ****** left it with me)  Neither does the contract.  The representation of the manufacturer was made by the Empire salesperson, *************  ****** has admittedly stated that he is "not familiar with the name on the box" and also admitted to telling my wife and I that they sell **** flooring. 

  To compare the product installed from the product we were sold on, the price difference is as follows:  Casabella is sold retail for $7.99 a Sq Ft.  **** flooring is sold in the range from $12.99 to $18.99.   (this comparison is made from a ****** search and visiting websites with this information)
  

   

  All this, ******** Text along with the **************** Manager offering a refund and there not being any other representation of a manufacturer, I believe that I am making a fair case for being a victim of a form of "bait and switch".  We were sold by Empire and their Sales Person a "Cadillac" and were delivered  a "Changan"  We have been ripped off as we were sold on a premium name brand product and had a lesser brand installed.
  

   

  I still have the voice mail and the text message, if needed to provide.
  

   

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

   

   

• Initial Complaint

  Date:09/21/2022

  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.

  I contracted with Empire Today for an installation of flooring on September 21 (hardwood) and September 22 (carpet). The total amount of the contract is $15,580. The level of service and expertise as demonstrated and described during the consultation did not hold up at the time of installation. From the moment the installers arrived, there was a clear language barrier. The Empire installers did not introduce themselves nor were they able to explain the work plan. There was a clear disconnect between the consultant and installers regarding the direction of the placement of the floors. It was clear that due to the language barrier, the installers had no clue what I or the consultant (on phone) was saying. There was another issue dealing with the setup of the machine to cut the flooring that was cumbersome to resolve to the language barrier and lack of information regarding home. In sum, I had to make four calls to the consultant (*****************) regarding problems during installation appointment. This is. unacceptable. It took two hours to get a response from a customer service manager (*********************). After hearing my concerns, he insulted me by offering me $500 off the total cost of $15,580. A 3% discount for misrepresenting the Empire brand is beyond unacceptable!

  

  Business Response

  Date: 10/10/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have agreed to review estimates submitted by the customer regarding the damage.  The customer has not provided us the estimates as of yet. We appreciate the customers feedback and look forward to amicably resolving this matter.

• Initial Complaint

  Date:09/21/2022

  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.

  Company installed carpet in our home in march and the sales person said that they had an "elephant urinate on the carpet and it was cleaned and no stains or urine smell remain" this was a HUGE selling point for me because I have pets and pet sit in my home. I had them install carpet in my office and now about 6 months later the carpet in my office -- which is closed and locked each night -- has a terrible smell. I even had the carpet professionally cleaned at my cost a smell remains. I am requesting the company not only replace the carpet in my office at their cost to not carpet but a wood type flooring but possibly reimburse my cleaning costs. There is no reason for their sales person to lie about the odor when they didn't offer me a service that would have removed the previous odors I just learn about in the "sub flooring" their resolution just blamed the odor on and they are now refusing a resolution to this issue. That's ridiculous. They also need to do the odor treatment themselves on the subflooring the sales person didn't even offer in the initial pitch.

  

  Business Response

  Date: 10/03/2022

  We appreciate the customer contacting us regarding their concerns.

  We installed carpet per contract in March 2022. The carpet the customer purchased is 100%hypoallergenic and odor neutralizing per the manufacturer. However, it will not deodorize an area that has a pre-existing concern, such as subfloor damage from pet urine.
  

  We do provide an odor treatment for an additional cost if the customer would like to purchase the service. 

• Initial Complaint

  Date:09/21/2022

  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.

  I was told by the Empire sales person while having an estimate taken at my home for carpet improper warranty information. We were told multiple times that the carpet we choose had pup protection. We were instructed that if we had a stain and could not get it removed to just call empire and someone would come out and clean the carpet and if unable to remove the stain the carpet would be replaced . Later I was told from the complaint department that empire does not cover this and they were sorry the sales person told us this misleading information. We only choose to go with this service for this protection that was told us. This was all a lie to get us to buy their product . Also we were told specifically that empire does not use labor workers , that they do not use contractors , that empire has there on employees and they do a great job. This too was false. It was subcontracted out and they refused to give me there phone number so I could call them about an issue I had with the workers going into my files and placing confidential information openly on my desk. This cause a lot of stress weather my information my be compromised . I would not recommend this company based on the multiple misleading lies I was told .

  

  Business Response

  Date: 09/26/2022

  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 apologize for their experience and thank the customer for their feedback.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18055553
  
  I am rejecting this response because:

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

  
  

  To:"Better Business Bureau" <**********************************************************************************************>

  You don't often get email from ******************.Learn why this is important

  This was not resolved I was waiting to hear back from you.  My issue happened in ********. Please look into this company it was nothing but lies . Thank you 

  
  

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

  

  Business Response

  Date: 10/10/2022

  We have spoken to the customer and have reached an amicable resolution regarding this matter. 

  We again apologize for any inconvenience.

   

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18055553
  
  I am rejecting this response because:We have not come to an agreement that is satisfactory in my opinion. I was told of a service that would be provided to me if I choose to buy there  product. This was that Empire would be the company to personally come out and clean any pet stains or the carpet would be replaced . This was a flat out lie. So unless they provide the service they sell I am not resolving this issue. I was never mentioned to me and my husband that because they matched a competitors price this was not offered. And after talking to customer service they explained that there company is not responsible for cleaning the carpet .That we are responsible and he was SORRY we were told that . I would have never went with this carpet that was actually a grade lower then the competitor if what I was told wasn't true. People need to be aware of the false Advertising done by this company.  That is why I am reaching out to the BBB. Thank You
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/20/2022

  The customer accepted a fair and resorbable accommodation. 

  This accommodation was processed on September 20, 2022.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18055553
  
  I am rejecting this response because: paying me around 300 dollars does not erase the fact that I was told misinformation. ************ lied to get a sale  I want the warranty they told me was in the sale! That they themselves come out and clean or replace any pet stains !  ************ does not deserve a good rating when they lie about everything  .  I should be given back the money I spent for this carpet since it does not cover the warranty I was told when purchased . Tha k you 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/20/2022

  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.

  I had a contract initiated w/Empire Today @ the end of July to replace carpet/flooring throughout my whole house, both levels. There have been issues since the contractor arrived the day of install, which was 8/20/22. I was initially advised by the consultant, ******, that the install could be split into 2 days, w/the 1st being 8/20 (Saturday). When I called Empire to pay the balance due on 8/18, I was advised that the entire install would be done in 1 day. I explained this to the contractor; he informed me that it would be at least 2 days for install & that they didn't have the parts for the stairs, so that would add a 3rd day. I texted ****** & told him about the parts not being available for the stairs to which he replied they may be on back ************ would call once they were in to schedule the install. I had to call out of work because the 2nd install couldn't be done the following wknd since the contractor keeps his tools on site, so he had to return the following Monday.I never received a call to schedule the install for the stairs after waiting a wk, so I called on 9/6, spoke w/*****, was given reference #*********** & told I would get a call the next day. I got a call from ******, but couldn't answer as I was at work. However, I called her back a few min later, left a msg & haven't received a call back. I have called 3 more times in the interim, most recently, Friday, 9/16. I asked the rep that answered to speak with a supervisor; someone who introduced himself as the "floor supervisor" named **** got on the phone literally sounded like I was interrupting his lunch, stating thats just the way he sounds. I explained my situation only for him to inform me he couldn't help me & since I "only wanted to speak with a Mgr" that I would have to wait 24 business hours to get a call from a Mgr." I pointed out the reason for a Mgr. Still no call Monday or today. Email sent to customer support yesterday w/no response. They're pd in FULL over $16k!

  

  Business Response

  Date: 10/07/2022

  We appreciate the customer contacting us regarding their concerns.

  The regional manager has spoken with the customer regarding delay of completion.

  We have scheduled the staircase to be completed on October 15, 2022.

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

• Initial Complaint

  Date:09/20/2022

  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 had vinyl plank flooring with a lifetime warranty put in by empire less then a year ago in my kitchen laundry room and bathroom. My floor started cracking and cupping and coming apart and I contacted empire to repair/replace the warrantied flooring. I was told that the flooring underneath was uneven causing the floor to become damaged. I asked how the flooring could be uneven when they did the installation. To which they apologized and said its the subfloor that is uneven and the installer never should have even done the installation to begin with. They said they take full responsibility for that and that is why that installer no longer works for them because this was an issue several times with them. Despite having a lifetime warranty on this product that I purchased they are giving me the option to replace with a completely different type of flooring that looks very cheap and non- durable, a rug (in my kitchen which obviously wont work), for them to tear up my floor me pay to have floor leveled at my expense and then theyll replace, or refund me for part of the flooring (only a partial refund I would still owe them $2000 and have to get someone else to fix my floor). I explained to her that had I known these were even possibilities a year ago when I was sold this product I never wouldve purchased it and likely kept my old flooring. I was told we understand and they take responsibility but those are still the ************ we are offering. I also attached a form that they want me to sign prior to any work being completed or they will consider me not wanting and repairs if they dont receive signed copy in 10 days.

  

  Business Response

  Date: 10/05/2022

  We appreciate the customer contacting us regarding their concerns.

  Due to the condition of the cusotmer's subfloor we will be replacing the flooring with an appropriate product at no additional cost to the cusstomer.

  We will schedule upon receipt of the agreement sent to the cusotmer for signature.

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 18052904
  
  I am rejecting this response because:If I was made aware where I purchased this flooring with a lifetime warranty that there was any issues with the sub flooring that wouldve caused me to have to get a different type of flooring that I do not like I would never have let them tear up my tile flooring that was already in place! They admitted that they never shouldve installed this flooring and that the contractor that installed it is no longer employed by them because he did this several times. Now I have to suffer and am left with no other decent choices but to get this crappy sheet vinyl that I do not like. Or get a partial refund to which I would still be paying on monthly for a floor that I will have to replace on my own. So unless I go with either rug (in my kitchen) or this sheet vinyl theyre offering it will cost me a great deal of money at my own expense.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/11/2022

  
  We appreciate the customer contacting us regarding their concerns.

  The local customer service manager contacted the customer and has sent the customer documentation of the agreeable resolution.

  We will schedule the replacement once the signed documentation is received from the customer.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18052904
  
  I am rejecting this response because:I do not agree with the solution which I have made it very clear to the company but am left with no other reasonable option so I am forced to go with the different type of floor that I do not like even though I have a lifetime warranty on the floor that I purchased. I have to get my floor replaced and cannot keep putting it off as its a safety hazard at this point and I have no other reasonable option.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/20/2022

  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 agreed to allow Empire Today to install flooring in our bathrooms. The install date was August 11, 2022. The contractors had to remove the toilets to complete the flooring. After the job was done, the contractor had problems reconnecting the water line to the tanks. After saying he had successfully restored the toilet functions, the contractor left. Later, while cleaning up in the bathrooms, I noticed a noise coming from the toilet and the water would not stop running in the toilet. We contacted Empire and spoke to *********************, the Regional Manager. We explained the situation to him. He asked us to get a plumber to take a look at the problem and he would review the invoice to see if the problem was caused by the contractors. We hired a plumber and after spending $400 to fix the problem, we submitted the invoice to ********************* via email on 8/15/2022. We reached out to ***** several days later to confirm he had received the invoice. He confirmed receipt and said he would submit the information to get us refunded. Today is September 20, 2022, and we have not received a refund. We have spoken to several individuals, including *****, who have continuously told us they would get back with us. We have had to call constantly to check on the status of our refund. In the meantime, we have incurred interest on the credit card used to pay for the plumbing. We were also told that we could not speak to anyone in their corporate finance department. Today, I spoke to *******, a customer services manager and she said the refund was "pushed" today. I asked her what that meant and she said the refund was being sent to the card originally used to pay for the flooring. I confirmed the number of the credit card she was referring to and agreed that was correct. She said it should appear within the next 3 business days. I will never refer anyone to this company. If we had checked the reviews, we would not have used them. Their customer service is horrible.

  

  Business Response

  Date: 10/10/2022

  We appreciate the customer contacting us regarding their concerns.

  The refund was processed to the original payment method on Tuesday, September 20th. We reached out to the customer to advise of the refund , but the customer has not yet responded.

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

   

   

  Customer Answer

  Date: 10/10/2022

   
  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:09/19/2022

  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.

  I hired Empire Today to install hardwood flooring on my stairs and corridor. First, they lied about the installation appointment. The installer came to my home and removed the carpet then told me he didn't have the wood and will need to come back in 2 weeks. I asked him why he'll remove the carpet if he doesn't have the wood? We were left with bare wood floors for a month. The stairs were a huge hazard. We got blisters and cuts from walking on the stairs.When the installer finally came to do the work, the stair noses were not even with the run of the stairs. I took almost a month for someone to come and look at the job. He agreed that the stairs were not installed correctly and they will have to repair them. The same installer who messed up the stair came back to the house and told me that he will not be able to repair the stairs. I asked him why he came back if he didn't want to fix the mistake. I immediately called Empire Today and told them what happened. I also called the call center and left a message. I left a message for the installation manager. This happened over a week ago. As of writing this complaint on September 19th 2022, I have not received a call or email. The stair noses are a huge fall hazard to us and I have told this to Empire Today several time. They are starting to pop off and someone can die from falling on the stairs. It's as if they don't care if someone gets hurts from slipping on the stairs. This is completely unacceptable.

  

  Business Response

  Date: 09/30/2022

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