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:09/06/2022
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 July 5th,2022 we purchased carpets for our home. The sales rep. told us it would be installed on September 1st. Empire called me on September 1st and told me they did not have an installer for that day could they come on the 2nd. I told them that was fine. No one showed up so I called them {reference # ************] they said the installer ran into problems at the last job and they would do mine on the 3rd. No one showed up or called on the 3rd so I called again [reference #************]. She said the installer told her I was not on his schedule for installation that day. I told her I had a text saying it was scheduled. She said she would have the ******* call me and set up an installation date but , again no call. I waited until the 6th and called again [reference #1-6420028198] and again I was not on the schedule at all for an installation. She said the whole month of September was already booked. I told her I wanted to speak to someone above her so she said she would try to get her on the line. she got no response from the asst. ******* so she said she left her a priority voicemail for her to give me a call. that was at 9:20 this morning it is now 3:10 in the afternoon. I have no installation date so far. The carpets should have been installed by now. The Email they sent me told us to take out any personal items and disassemble the beds and take drawers out of dressers. We did all of that on Thursday evening. We took our bed apart. Everything is stacked ** in our kitchen. We are currently sleeping in our reclining couch. We havent put the bed together because we dont know when they are coming. I keep calling them but I get no information on installation and the people in charge do not call back.
Business Response
Date: 09/23/2022
We appreciate the customer contacting us regarding their concerns.
A manager has contacted the customer and the installation had been moved up to Wednesday, September 28th.
We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:09/06/2022
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.
My husband and I hired Empire flooring to install flooring for 2 bathrooms at our home at ***************************************************************************** We paid in full at the time of service. We recently sold our home and our title company needs a lien waiver stating our service was paid. We have called every day since August 15th 2022 and Empire will not send us a lien waiver or get us to someone who can help us. Now we are out 60k from our house sale because Empire will not give us a lien waiver or respond to us or our title company. Please help resolve this.Business Response
Date: 09/14/2022
The requested documentation was forwarded to the customer. We thank the customer for their feedback.Initial Complaint
Date:09/06/2022
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.
The luxury vinyl flooring I b purchased has 1 floor board that peeled off in a corner. This is not a high traffic area or a wet area. The installation was approximately one year and a half before the peeling was noticed. I have been trying for the past 5 months to have thus issue resolved, which they stated on the customer service level would be handled because it looks like an issue with the flooring, not installation error or misuse of flooring. Thus flooring was quite costly to have damage within this short of time frame. I would like to have it repaired.Business Response
Date: 09/22/2022
We appreciate the customer contacting us regarding their concerns.
Service was completed on Monday, September 19th.
We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:09/04/2022
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.
installing carpet and LVP on 6/29/22 -7/1/2022.. Work order #PRJ002068838/ SO01353629 Had contract the company several time over the two month period, came out looked at the problem with the carpet and LVP.. said had to order product..that been . They order product on 7/20/22...been making excuses about product not here yet. Come out 3 weeks ago and fix a little piece of mould and but not all moulding that need fix. Assistant payment in full before starting job.. Carpet joint are badly connect to gather, looks lumpy and misaligned with carpet.Business Response
Date: 09/28/2022
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:09/03/2022
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 8/25/22 we had empire today install carpeting into our home in our living room and bedroom. During the consultation we said we want to cover the wood floors in our bedroom [not remove] since they were original hardwood floors. No one told us that would be removing the wood floors. We paid $1850.00 in full up front for them to come in since we couldnt be home during installation.They came in and ripped all of the original hardwood floors out of our bedroom, damaged some parts of the wall, marked up the walls, pulled the paint off and left the pile of wood and old carpet in our driveway. They also installed transition pieces that we did not want nor did they ask us what we wanted.I called empire today twice that day to get an update on installation and no one would answer or call back that was doing the installation. I came home after work to see the all the damage they had done.I called empire back to put in a claim that same day. I have called maybe ************************************************************************************************************ any updates. I keep getting forwarded to ***************** who is suppose to handle the claim and no one answers or returns my phone call. I even provided my email and have not received anything. They did remove the pile the next day but that is the only thing that got resolved.I would like to get a full refund for removing our original hardwood floors ($2000.00 to replace), damaging our walls, and leaving a pile of everything they pulled out in our driveway over night.Business Response
Date: 09/21/2022
We appreciate the customer contacting us regarding their concerns.
The office manager has attempted to contact the customer to discuss resolution to the customers concerns. The customer has not yet responded to the offices attempts to speak with the customer.
We look forward to hearing from the customer and resolving this matter amicably.
Customer Answer
Date: 09/23/2022
Complaint: 17903576
I am rejecting this response because: I have never received any contact from Empire today at all. There has not been any emails or calls received. There has been no motion on their side to resolve this issue.
Sincerely,
***************************Business Response
Date: 09/29/2022
We have attempted to reach the contract holder on the number listed in his account. We have left messages and emailed a letter to the email address on file with our contact information.
We look forward to hearing from the contract holder and resolving this matter.
Initial Complaint
Date:09/03/2022
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 two dates in July, Empire Today did not show up for a carpet installation in my home. On September 2, Empire Today was to install carpet in my upstairs; stairway, loft, and hallway. After ripping up my old carpet, the installer informed me he could not do the stairwell because he ran out of carpet. After several calls to Empire Today, the installer was instructed by his company to leave. He left the new carpet on my floor uninstalled with nothing on the staircase. I have waited for more than a month to get the carpet installed by Empire. I have lost 3 days of work, two when they no-showed, and today when they "ran out of carpet." They promised to install my carpet today as amends for their no-shows. They have the $1,332.00 I paid to have the carpet installed. No manager or supervisor has called me to reschedule. I don't know if Empire Today is coming back to install the carpet they left on my upstairs floor. I spoke with one person at Empire who said I could not get a refund because the installation had been started. Then she changed and said I could be reimbursed 25% of my $1332.00. I told her no work had been done. The new carpet was never installed. It is just lying upstairs on the floor. Then she suggested they "might" be back in 30 days. Empire Today has not attempted to call me regarding installation or any resolution.Business Response
Date: 09/20/2022
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:09/02/2022
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.
We ordered carpet and a subfloor repair from them to be done today 9/2. The man comes to my door, and asks where's his money. I didn't even know who he was or where he was from. He mumbled some carpet place, that wasn't Empire Today. So whatever, they subbed this out. I said before I give you the money how are you fixing the floor. He said he is installing the carpet that's it. He could possibly throw some instant concrete into the biggest holes. I know from trying it myself Instant Concrete doesn't adhere to wood + that wasn't what was agreed to, they were supposed to fix the floor. Not "possibly throw down some instant Concrete in the biggest hole." I sent him away. I called to get my refund back of $654.38 the initial person didn't know how to handle it. She transferred me to someone, someone picked up put down the line and I was in an unnamed voice-mail box. I left a message. At 8:50, right before they close for the night someone called from ************ and said they can not refund the deposit because someone came for the job. This isn't the number I initially called, that was ************.Business Response
Date: 09/12/2022
We appreciate the customer contacting us regarding their concerns.
Per the customers request, the order has been canceled. We have refunded the full amount of the deposit to the original payment method.
Initial Complaint
Date:09/02/2022
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 carpeting installed in my home in April 2021 by Empire today. The carpet has been buckling and coming up ever since a week after they put it in, they have been back out on four separate occasions to stretch the carpet etc. and within a week of them being completed it starts to do the same thing again. They are extremely hard to get a hold of. I have tried everything to try to solve this with them I have the extended warranty that I purchased with the carpet and now I put in to have the warranty people come out and that was put in August 16, 2022. I have yet to hear back from them about setting up an appointment to come fix the carpet for a fifth time. I was on hold waiting to talk to someone over four hours today never did anyone pick up. I am a 64-year-old woman and I really feel that Im being taken advantage of I just want my carpet fixed and I cannot seem to get them to do that. I have been more than fair with them after four times coming out to restretch carpet in a year and re-tack it down in spots I think I have been more than patient and trying to get them to resolve this with me and now Im into the Extended Warranty And still no help. I feel that the carpet was not installed properly in the first place and that is why Im having problems with it I have had Carpet all my life and have never had a problem like this before so I know what to expect if you could please help me I would really appreciate it I dont know where else to turn. I have paid in full for the job. Thank you so muchBusiness Response
Date: 09/20/2022
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for September 14, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter.Initial Complaint
Date:09/02/2022
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.
My carpet was installed today, Friday. There were two installers. The larger of the two was pulling on my sliding glass door hard to open it and move the furniture outside. I asked him to stop and showed him how to unlock the door. After the installers left I tried to close my sliding glass door and it no longer closes and I cannot lock it. I called ************ and spoke with a customer service rep about the problem. They attempted to contact the installers but had to leave a message. I'm not happy about the situation at all. Someone else should have been sent out to fix the problem immediately. I guess it's my mistake that I trusted the problem to be dealt with immediately. Would you like your home to be left without an operable door? Since it's a holiday weekend, my assumption is I'm living with it until Tuesday? Unacceptable.Business Response
Date: 09/20/2022
A manager contacted the customer regarding this matter and the customer advised that the door was repaired and no further action was needed.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 09/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I solved the problem. I am not happy the companies representative caused the problem and I am disappointed that I had to solve it for them. Thank goodness I have ****************. I would have had to live with a broken slider for possibly 4 days. The door did not seal and it would have left the carpet vulnerable to prevailing weather with its West exposure.
Sincerely,
***************************Initial Complaint
Date:09/02/2022
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.
We had Empire out to install replacement flooring around our back door. The sales person talked us into using the same flooring around our front door. The initial paperwork we filled out indicated installing it in both areas. When the installer came out, he asked if we wanted to reconsider doing the front door because it is in a covered area and not prone to the water damage we experienced at the back door. We agreed and nothing was installed at the front door. There was no labor expended on the front door and no materials used. I have provided pictures to show the state of the floor in the back and front to show the flooring they installed and the flooring they didn't. We were told by the installer that we'd only be charged for the back door since that is all that was done. We followed up with their customer service numerous times and disputed half of the install amount on our credit card. They denied the dispute and recharged it. We were referred by customer service to a contact in the accounting department who we have contacted at least a dozen times and always goes to voicemail and never returns our message. Our initial charge was $1014.00 and we are seeking to get half of that back ($507) since they did not do anything around our front door. We are on an extremely tight budget with small children. We do not have an extra $507 in our budget to throw away on nothing and their customer service has been absolutely no help trying to resolve.Business Response
Date: 09/12/2022
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer and processed the refund for the area not installed.
We apologize for any inconvenience and thank the customer for their feedback.
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