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

  120 Spagnoli Rd Ste 3 Melville, NY 11747

  
• 

  Empire Today, LLC

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today, LLC

  103 Central Ave Ste 400B Mount Laurel, NJ 08054

  
• 

  Empire Today, LLC

  9808 Windisch Rd West Chester, OH 45069

  

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:08/30/2022

  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.

  Subfloor was water damaged but the contractor put new floors on top of the damaged subfloors. Now the new floor is lifting from everywhere and sliding making a hole in the floor, it can make someone get hurt.

  

  Business Response

  Date: 09/16/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer who indicated the floor is maintained with ****** Oil Soap and/or Tide detergent.

  Per the maintenance and care instruction available on our web site, detergents should not be used on vinyl.

  
  Do not use detergents, abrasive cleaners or mop and shine products. These may leave a dull film on your Flooring.

  
  The site related moisture damage can be repair at a cost to the customer, but the customer must have their subfloor repaired by a general contractor prior to flooring repair. The subfloor repair work needed is beyond the scope of our services.

  
  We appreciate the customers feedback and look forward to amicably resolving this matter. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17800999
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* This is not true i just asked them

  what product to use on the floor now we are paying a private contractor to fix the floor and which is costing us ****** which empire should pay for because of there neglecting and sending out cheap contractors to do the work also they need to give me my money back for the pervious floor that's all i want Thank you or will take them to small claims court they have a lot of bad reviews on face book also and keep blocking there customers 

  

  Business Response

  Date: 09/30/2022

  The customer informed us that their subfloor did indeed require significant repair that was beyond the scope of Empires services. Thus,verifying our findings.

  
  Empire offered to reinstall the flooring at no cost to the customer at a courtesy, but they have already had the flooring repaired.

  
  At this point there is no service to provide the customer.

• Initial Complaint

  Date:08/30/2022

  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.

  My girlfriend and I had scheduled to have flooring installed on 08/26/2022. They opened a $5,000 line of credit in her name and have her to install the flooring. They have rescheduled numerous times with zero guarantee either flooring will actually be installed. We are trying to get this done so we can fix up our daughters nursery before she is born. Every time we try to contact them the call is disconnected and the manager responsible for scheduling is always unavailable.

  

  Business Response

  Date: 09/15/2022

  Per the customers request, the order has been canceled.

  We apologize for the inconvenience and thank the customer for considering our service.

• Initial Complaint

  Date:08/30/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally had LVP flooring installed in March of 2021. By February of 2022 the floors began to buckle and I requested a repair due to them not being properly installed. with much back and forth and being treated extremely poorly by the **************** team they finally agreed to come repair the flooring in April 2022. Well, now only four months later, the exact boards they replaced are buckling again. Clearly they are not installing these properly as the same boards shouldn't be doing this again. I would kindly ask this company does what is right and repairs my floor. Empire is a company I would not recommend to my sphere or influence at this time due to the way they treat their clients.

  

  Business Response

  Date: 09/15/2022

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and scheduled an assessment on September 21,2022.

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

  Customer Answer

  Date: 09/16/2022

   
  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 for now. This response may change after what they tell me at the scheduled inspection.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2022

  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.

  February of 2021 - Salesman comes out and measures and quotes me a price, says that if I purchase 2 bedrooms, then my quote is good indefinitely. I didn't know that this was a lie and he no longer works for the company.March of 2021 - a seam appears across my bedroom floor, but I figure I will wait until I get the rest of the house done due to COVID and a new puppy.August of 2022 - I call Empire and they tell me that my quote isn't good, I'm not surprised, but a little frustrated, but I still have someone come out because I want my bedroom fixed, not realizing that their installers are subcontracted. The salesman knows that I have dogs, but recommends a vinyl plank with "texture" for my dining room. It is impossible for my dogs to walk on and I will need to coat it, costing me $155/year at least. The installers were scheduled for carpet on Monday 8/15 and vinyl on Tuesday 8/16. Neither subcontractor was aware of the other's work apparently, so the carpet guys didn't do the quarter round correctly, and the vinyl guys couldn't match it up, and it looked terrible. No one called me to see how it went, so I opened a ticket. No one responded to my ticket, so I gave them a bad ****** review and they asked me to email them with my information. No one contacted me after that, so I contacted my salesperson who asked the customer service manager to call me. They sent the same subcontractor out who did a crappy job fixing his crappy work, but it looks better than it did at least. They called me today to ask how it went, I told them they did a poor job fixing it, and they wanted to send another installer out. I am tired of their subcontractors doing poor work, so I'm filing a complaint about their poor warranty, misleading sales pitches, and terrible subcontracted labor that they apparently have no control over. I am furious that I have spent so much money with them and am left so disappointed.

  

  Business Response

  Date: 09/15/2022

  We appreciate the customer contacting us regarding their concerns.

  A Manager contacted the customer and has scheduled a site assessment for Tuesday, October 3, 2022.

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

   

  Customer Answer

  Date: 10/05/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  Hello,

  
  

  This email is in reference to case #******** that was closed prematurely. I apologize, I did not realize that you were waiting for me to respond once the appointment from Empire was scheduled, but I wasnt sure of what the resolution was going to be at the time and so I was not able to approve it.

  
  

  The reason I am requesting that this be reopened, is that the installation manager that they sent out to see what the problem was is the same manager that came out and performed the bad fixes in the first place. Not only that, she was with the same person that did the job the first time and the same guy that came back to fix it. According to the customer service manager, they were supposed to send someone else out, and hes not sure what happened. He asked me for yet another date to try to send someone else out and I refused. I have no confidence in this company, their communication capabilities, or their subcontractors, and so I have requested that Empire refund me the cost of my laminate floor and the installation. I have had them in my house 4 times now, and every job they have performed has been subpar work for an extraordinarily high price. They definitely bait and switch you when they come to your house, but that could be excused if the work wasnt so poor. I have had 2 carpet installs done by them in the past year and a half and there are visible seams from both installs done by two different teams. The vinyl plank install I had performed was not only done terribly, but so were the fixes that they tried to pass off as quality work. They also breached their own contract by allowing the installer to perform work based on a miscommunicated verbal confirmation when it specifically says that no verbal changes to the contract will be accepted. 

  
  

  I am not comfortable with Empire trying to fix this job as they have had 4 tries and did a terrible job each time. They only guarantee their work for a year and considering that there are lumps under the floor and spots that are cracking and popping already, there is no way that this job will last much more than that. The only outcome I will accept from Empire is to refund me the complete cost of my vinyl install, materials, etc. so that I can have the job performed correctly by someone that guarantees their work. The amount I am requesting is $3492.21 for materials and labor + $317.41 for the service plan that the salesman says covers everything but conveniently leaves out that it doesnt cover poor install work. The total for that comes to $3809.62. I should be requesting a complete refund for everything, but I just dont have the time and energy to tear my whole house apart again and will just accept my losses with the subpar carpet jobs.

  
  

  If there is any more information that you need from me, please let me know. I can provide the empty walk through forms that they didnt fill out or sign for me, and the contracts if necessary. 

  
  

  Thank you,

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

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

  

  Business Response

  Date: 10/10/2022

  We are in contact with the customer and have reached an amicable resolution regarding this matter.

  We apologize for any further inconvenience.

• Initial Complaint

  Date:08/30/2022

  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.

  My wife ******* contacted Empire Today for a estimate on our up stairs carpet. I, ***** was not there because I work Monday-Friday. A sale man *************************** came out 8-17-22 for the estimate. My wife call me to tell me she set an installation date 8-15-22 and applied for their credit. I did not want this because I wanted other estimates before committing. She assured me not to worry because the salesman informed her she could cancel 3 days prior to install that we could cancel with no penalty; and only way to get the rate was to lock it in that day cause there is no price guarantee. So we when to a Lowes looked at carpet that weekend. She had a hard time showing me a similar carpet. She texted *** the salesman Monday saying her husband needed to meet and see the carpet he was selling. Since I work Monday-Friday he agreed to meet that next Saturday. The salesman and I meet. I did not like the carpet my wife selected and thought about up grading but that day I cancelled the order. He said no problem.My wife got a call from Empire 8-30-22 saying we owned 25% of the carpet installation for cancelling. The person on the phone was ***********************************. She said the only way to get out of this is to install one room or continue with whole order and she would discount it for another $400. My wife called me at work to inform me and I was upset. I try to call there ************** and keep getting to voicemail. She could called and got right through for some reason. ******** tried to trap her again saying she need to do these things or pay a penalty. I finally got through spoke with ******** and cancelled the whole order. There cancellation number they gave me was PRJ002122954. We were lied to by *** the salesman and then once cancelled pressured by ******** to continue or pay a penalty. ******** said they will sent a letter to us of cancellation and what we owe. I told her I will contact BBB because this is not how business is done and will not pay

  

  Business Response

  Date: 09/07/2022

  We appreciate the customer contacting us regarding their concerns.

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

  Per the customers request, the order has been canceled with no penalty.

  We thank the customer for considering our service.

  Customer Answer

  Date: 09/11/2022

   
  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:08/29/2022

  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.

  On July 19th I had a visit from Empire carpet I wanted a flooring that was not available the rep suggested that I could just list an alternate flooring which I did not want but I could list that flooring different price as a mock up and to secure the flooring that I wanted I did however have to pay $829 deposit that day in order to secure the sale specials on flooring he would route the order to corporate office and they would make the changes selection price etc in a few days once the flooring was secured and inform me Please note,rep left no contract the order was signed electronically nothing to read no mention that this order applies a 3 day cancel rule or that this is a contract but clearly stated corporate will "send a contract"with correct info for approval and ************** flooring is secured did not happen within 3days. A notice from Empire for approval and signature was received via TEXT on 8/25/22 right after I hung up from my inquiry call to empire I also received a call today 8/29/22 and was told July 19th contract?was canceled and I would not receive a refund I advised them that I had not received the correct order for me to approve or sign that there was no contract and that I had just called on August 25th with an inquiry on status of my paperwork rep said they only have a 7/19 contract in system even if there were another they stated I was not due a refund past the July 19 mock up order date as signature on that was transferable to a purchase contract I have YET TO APPROVE AND SIGN? I could understand if I had that July 19th non contract given to me read it and everything was correct no order pending signed etc then called on August 25th to cancel it correct no refund however I haven't signed any valid corrected order yet Empire states 3 days from the day I sign to receive my full refund ok that hasn't happened yet nothing correct has happened yet Empire owes me my FULL REFUND no avail copies to provide except 8/25/22 TEXT

  

  Business Response

  Date: 09/06/2022

  The customer signed the contract including terms within the Notice of Right to Cancel that they may cancel this transaction, without penalty or obligation within three (3) days from the above date.  The contract was dated July 19, 2022. 

  
  The customer had 3 days to exercise their right to cancel, but waited 37 days to cancel, which is beyond the 3-day period.  Notwithstanding the contractual clause agreed by the parties, we have refunded the deposit in the amount of $870.75 for prospective customer satisfaction and goodwill.
  
  We appreciate the customer contacting us regarding their concerns. We have agreed with the customer to conclude the order. We appreciate the customers feedback and consider this matter resolved.

  Customer Answer

  Date: 09/11/2022

   
  Better Business Bureau:

  The business responded  via phone followup in a professional manner with respect and consideration of the details in my complaint, outlining the complete facts to the BBB for resolution.
  
  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:08/29/2022

  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.

  BBB- Empire Carpet has let me with uninstalled carpet which all began in March of 2022. I had carpet put into the entire home in August of 2019 except for a 150 square foot loft area. I ordered the exact same carpet- Match Play Team Work. The day that the installer was putting in the carpet I noticed that the carpet was 100% a different color than what I had and asked him. I immediately told the installer to stop the work. He argued with me and said Once I start the install I cannot stop. He then proceeded to ignore me (the customer) and continued. I called ********************** and the representative instructed him to stop. The sales representative (***************************) came back out to the house and agreed with me that it looked 100% like a different carpet. After investigative further, we found out that it indeed was the same carpet (Match Play Team Work), but the original carpet from 2019 did not hold up despite positive maintenance and minimal wear and tear. I took a lot of time to answer all of their questions for the review process and submitted pictures. *********************** and *************************** sent everything to the Mill for review and I was told that I would have the outcome within 30 days of replacing the original carpet. This has been going on since March 2022. They put it off month after month until finally they completely disappeared and stopped communicating. This process has been frustrating. Empire has been manipulative and unprofessional. I still have an unmatched, uninstalled carpet in my loft area and have had it this way for 6 months now. I would like a complete refund for the the uninstalled, unmatched carpet that they provided. There is no way that I will be using this carpet. I will include the emails as an attachment.Thank you,***************************

  

  Business Response

  Date: 09/14/2022

  We appreciate the customer contacting us regarding their concerns. 

  The local office has contacted the customer. We installed carpet for the customer in April 2022.
  

  The customer has advised she has a complaint about a previous carpet purchase. The local office is working with the customer on a claim to the manufacturer.

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17793909
  
  I am rejecting this response because the new carpet in the loft area was not installed in2022.  Although the carpet is the same title as the original carpet (Matchplay) it does not match the previous carpet at all. Since it is a miss match I asked the installer to stop as soon as I saw the new and former carpet side by side. The installer argued with me saying As soon as I start I do not stop.. I called Empire and a representative who got a manager involved and had him stop. It was a frustrating experience. I spoke to the sales **** ****** amongst others. I claim was put in 6 months ago and then I was completely ignored. The carpet has just been laying in the loft up on the sides and uninstalled for 6 months. It was not until I got the BBB involved until I received a response. The finer carpet from 2019 is completely faded down and that is why it does not match. Yes, the local office finally reached out to me and I would like for this to be resolved.

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

  

  Business Response

  Date: 09/29/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has been in communication with the customer. We have offered to inspect the customers concerns. The customer advised she would like to schedule for mid-October.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17793909
  
  I am rejecting this response because:I have an appointment on October 24, 2022with Empire. Although I am glad the company followed through with this appointment, my last question to ***** was ignored. They have had difficulty matching the carpet which has now gone on for 7 months. I asked ***** If Empire still cannot match the carpet during the scheduled appointment time, can I please get a full refund at that point. This question was ignored and I would like a response.

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

  

  Business Response

  Date: 10/07/2022

  We look forward to completing the scheduled inspection. Without inspection, we're unable to advise on the next course of action. We thank the customer for their feedback.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 17793909
  
  I am rejecting this response because:There has been a lack of communication for 7 months. I would like to keep the claim open to assure Empires follow through with the honest and correct course of action on the scheduled appointment on October 24th 2022.
  
  Thank you,
  
  ***************************

• Initial Complaint

  Date:08/27/2022

  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.

  On December 20, 2021, we had carpet and padding installed in our bedroom. The cost was ********, which included padding, installation and the moving of the bedroom furniture to make way for the installation. The installers scratched our existing laminate in the hallway and dining room by dragging the furniture without removing the drawers and apparently using poor moving pads under the furniture. Since I happen to have some of the flooring leftover from the original installation, I suggested that they use that and repair the damage, since it would save them money, since that floor is no longer available to purchase, and they would not be out of pocket for the replacements. The scratches are in the middle room of three that have the same flooring. I was passed around on the phone, until I finally had email communication with a local representative. I was told that since they did not install the flooring, they could/would not repair it and that I should submit 3 bids for repair. I submitted a bid from my contractor who installed the flooring and told them since I trust him to do a good job, that is who I want to repair it. After that last email, I have heard nothing.

  

  Business Response

  Date: 09/06/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have processed the agreed upon accommodation. We appreciate the customers feedback and consider this matter resolved.

  Customer Answer

  Date: 09/12/2022

   
  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:08/27/2022

  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.

  We had new flooring installed by Empire on June 25, 2022. On June 30, I called Empire and received a call from ********************************* on July 1. I had called because of popping noises from all the transition plants between rooms and flaws on various planks. ******* asked me to send pictures and videos of the problem areas and gave me the reference # 1-6255815946. With no response, I followed-up with her by email on July 10. I then chatted with Empire **************** on 7/13, and they asked me to resend the pictures and someone from Cust Serv would get back with me. I did so, and still no reply. Called 7/18 and they said it was being looked at. I called *** in **************** 7/22 and she put in another request Ref #************ - no reply. I called the Salesperson who sold us the flooring and he said he would email them still no response. No one has answered phones for over a week at the ********** ** location, so I called the home office 8/2. They gave me another reference #1-6335841265 and said someone would get back with me. I left another voice mail for *******, and her supervisor *********************** 8/2, as well as another email with the pictures to all the above-mentioned people. On 8/2 *********************** 866.588.2392-5114, did get back with me and scheduled an appt for an installer to come to our house 8/22 to fix our problems. I called 4 times on the 22nd to confirm the appt, and was told 3 that we were scheduled for that day, but they didnt have an exact time, and to call back at certain times. I did that with no resolution. The 4th time I called, I was told They cancelled the appointment and rescheduled for 8/25." Had I not called, who knows if they would have advised me. We waited home all day for their arrival. On the 25th, they didn't show up, and I called 3 times. The 3rd time I was told the installer went home ill and we would have to reschedule. I told them I wanted an exact time,and asked for a supervisor to call with no response.

  

  Business Response

  Date: 09/01/2022

  We appreciate the customer contacting us regarding their concerns.

  A manager has reached the customer and service has been arranged for Wednesday, September 14th.

  We apologize for the inconvenience and appreciate the customer sharing their feedback. 

  

  Business Response

  Date: 09/23/2022

  Service was completed on Thursday, September 22nd. 

  We apologize for the further inconvenience. 

  Customer Answer

  Date: 09/24/2022

   
  Complaint: 17785218
  
  I am rejecting this response because:  Empire missed 4 dates where they had made appointments to do the repair.  The work originally was not done correctly.  The 2nd installers came out and said "This is not Good."  He didn't have material with him, so we had to make another appointment for the work to actually be finished.  I am pleased with the work from the 2nd crew, but we wasted 4 entire days with them not calling to let us know they would not be coming.  We rearranged our schedules to be home.  I believe we need some kind of compensation for so many missed appointments.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/26/2022

  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.

  On Monday, 08/22/2022, an order was made for laminate "Main Gate" harvest oak totaling to $21,278.14 with $5900.00 deposit. The installation was scheduled to take place on Thursday, 08/25/2022; however, the salesman changed it to Friday, 08/26/2022 because the installers had other work to do.The salesman also did not show me a contract because his IPAD "could not handle" the large document. When I signed I was told I would get a copy of the contract. Days went by and we never received a copy of the contract until we asked for it on 8/26/2022 the day of the installation. On the installation date, 08/26/22, the workers arrived with laminate product named "Premium" which was not the product ordered. When speaking with the Empire Today representatives over the phone, the representatives were trying to convince me that "Premium" laminate flooring was the same as the ordered product, "Main Gate". When they provided the wrong product, I realized they were trying to do a bait and switch on me with an inferior product and therefore I proceeded to cancel the order.The Empire Today representative told me it was too late to for a deposit refund because I had passed the third day necessary for cancelation. I do not think it is right to not allow me to get a refund when I was given the wrong product on the 4th business day that was caused by Empire Todays scheduling to install my product after the day limit to cancel my order. Now Empire Today is refusing to issue me a refund for my deposit. I went ahead and mailed the forms required to formalize the cancelation of the order. 1. Representatives made it difficult to cancel 2. The deposit of $5900.00 was not going to be returned. 3. Copy of the contract was not emailed until it was requested and sent ON THE *** OF THE INSTALLATION 8/26/22

  

  Business Response

  Date: 08/31/2022

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer and they have exercised their right to cancel the contract. We have cancelled the contract per their request and refunded their deposit. We appreciate the customers feedback and consider this matter resolved.

  Customer Answer

  Date: 09/06/2022

   
  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,
  
  *******************************