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

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today LLC - Washington DC

  7760 Doane Dr Ste 135 Manassas, VA 20109

  
• 

  Empire-Today, LLC

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

  
• 

  Empire Today, LLC

  41133 Van Born Rd Belleville, MI 48111

  

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:08/23/2022

  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.

  My H32**3138313631**3333H are not holding up.. The guy told me he would try to help me get the problem resolved. They did an inspection and everything. They didn&#**;t get back to me. I called several times, every time I got a different marketing person and was told they would help, but they never did. Now they are trying to tell me that using a ***** or ***** vacume would void the warranty. That&#**;s ridiculous. They never sent me a copy of the warranty, so that I would know that.

  

  Business Response

  Date: 09/01/2022

  We appreciate the customer contacting us regarding their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customers installation was completed in September 2018.

  A manager contacted the customer and agreed, for goodwill and customer satisfaction, scheduled a service appointment for Wednesday, September 14th at no charge to the customer.

   

• Initial Complaint

  Date:08/23/2022

  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 were promised a single level when sold the package- it is not-pruduct is falling apart we purchased a warranty but i believe the drop in floor and trip factor need to be resolve that was our number one concern when purchased and we were promised it would be seamless

  

  Business Response

  Date: 09/09/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has left messages for the customer to schedule service. We look forward to hearing back from the customer and addressing their concerns. 

• Initial Complaint

  Date:08/22/2022

  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 carpet installed 4/21/2022. Within a month it was shredding and I had a bald spot. It was deemed manufacturing defect. The company replaced the with new carpeting. They told me that it was the same dye lot. But would replace the whole carpet if not. The whole carpet is now shredding and more bald spots. They sent an expert to review the carpet again. I requested a refund as I am not going to replace with more bad carpeting. I have been dealing with ******** in *****. Her first reaction was to replace, now she wants me to pay to fix. This carpet is new!!!! Bad carpet. I want a refund.

  

  Business Response

  Date: 09/07/2022

  We appreciate the customer contacting us regarding their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.

  This complaint has been forwarded to the manufacturer for review for claims under warranty. Please be advised this process is currently taking up to eight (8) weeks for the manufacturer to reply.

  We will provide the customer with the results after the manufacturer provides them to us.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17751535
  
  I am rejecting this response because:

   

  the first time this carpet was installed and I had an issue it was manufacture defect.  They assured me that they were replacing with the same dye lot, etc.  they found it defective the first time, replaced it with the same thing and now want me to wait 8 weeks. I want a refund.  
  

  thank you for your help in resolving this matter

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

  

  Business Response

  Date: 09/21/2022

  As we installed a new roll of carpet, we filed a new claim under the product warranty based on the customers complaint.

  Once the manufacture provides the results of the claim, we can work with the customer on a resolution.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17751535
  
  

   

   

  
  I am rejecting this response because:

   

  I want to see the report.  They did admit product was defective the first time.  Now I feel they are stalling.

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

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 17751535
  
  I am rejecting this response because:
  

  Thank you for reopening the claim.

  
  

  I requested the manufactures report 10/282022, and have not received anything.  

  
  

  I have waited months to have this resolved.  The first time the carpet shredded, Empire immediately said manufacturer defect and replaced the carpet where it happened.  Assuring me that it was the exact same dye lot and matched.  The second time it happened to the exact same carpet, they refuse to do anything.

  
  

  I want a full refund.

  
  

  Thank you for your help in resolving this.

  
  

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

  
  

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

  

  Business Response

  Date: 01/10/2023

  We conducted an assessment of the product on July 27, 2022.
  
  The assessment determined the installed carpet was free of manufacturing or installation defects and the concerns were site related. 
  
  We have shared the assessment results with the customer and, should the customer not agree with our findings, the customer can have a certified inspection completed and we will be happy to review the certified inspection report for consideration.
  

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 17751535
  
  I am rejecting this response because:  I was told they were sending fibers to the manufacturer.  I have never seen the report.  The sample they sent would have been good samples as the complaint is that the carpet has bald spots.  The same issue that presented after the first time AND EMPIRE DETERMINED IT WAS MANUFACTURER DEFECT.  I am unable to believe the first  time was manufacturer defect and the exact same carpet was installed to replace it and now it is something else????????  
  

  The manufacturer needs to see the carpet!!!!  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/18/2023

  We have provided the customer with the denial letter from the manufacturer via email.  The manufacturer has denied the claim and the concerns were site related.

• Initial Complaint

  Date:08/22/2022

  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.

  January 55,2022 Moved to ******** in 2021. Had brown short haired carpet. I need a wheel to move around. Said I was looking for tile to replace the carpet. They suggested vinyl plank flooring. Said it was strong and last a good while. They know I used a wheel chair. I was in it at the time I was discussing this. They put the flooring in all three bedrooms. They had to come back and they replaced the master bedroom flooring because it was lifting up. Then that flooring started lifting again. I asked them to come look at it. Manager said he was too busy. (I understand he is no longer there.) This has been about three months. A man came out about three weeks ago. He said the whole floor is lifting in the master bedroom. Also checked my daughter's room. He said it sounded hollow and would most likely lift also. nothing was said about the third bedroom. I was told they would get back to me. It has been about two weeks and I have not heard anything from them. I even called their main office in *******. They told me the manager would return my call. That was a week ago. Have not heard from anyone. The floor in the master bedroom is still lifting. I am still in my wheel chair. I have placed calls each day for the last three days. No one has returned my calls. I understand I would need to pay extra for the tile. I feel they should took off the amount I have already paid for the flooring they put down.

  

  Business Response

  Date: 09/09/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and extended three independent offers that the customer has declined. We hope the customer will reconsider our offers to resolve this matter amicably.

• Initial Complaint

  Date:08/21/2022

  Type:Customer Service 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.

  In their advertising, Empire Today has claimed for decades that they can install a new floor the next day. Due to a number of inept mistakes, uninformed employees, poor customer service, and unfair business practices, Ive been waiting for my new floor since I ordered in on July 29. It is now more than three weeks later. First, they told me the earliest dat would be three weeks out. I was confident that because of the slogan I would get my carpet within a week, before all of my furniture was scheduled to be delivered from the east coast. Second, then they scheduled me for an install and failed to assign an installer. I waited all day just to be told, Sorry, an installer was not assigned. Then, they rescheduled me again, only to learn that the floor was not in stock. Another delay!Then, today they come out to install and did not have the thick padding on the truck that I had paid for!I am physically disabled and had to get assistance moving my furnishings out of the way for todays install. Only to be s**** once again by Empire Today. **************** is useless. No one has any answers. All they want to do is issue ticket numbers associated with my complaint. Ive paid more than $6,000 for carpeting that I still do not have. And I bet they will give me a new install date that is weeks away. They could care less about me, the customer, and I have vowed to tell anyone with ears not to believe a word from Empire Today. Theyve lied about their service. Theyve lied about their materials. Their next day slogan is a lie. And now here I sit, without access to my kitchen, because I cleared everything out of Empire Todays way for todays install. I want Empire Today to credit me for all of the many delays, lies, and misrepresentations they have made. I wish I had never trusted them.

  

  Business Response

  Date: 09/09/2022

  We appreciate the customer contacting us regarding their concerns.

  The installation project was completed on Friday, September 2nd. A manager reached out to the customer several times to ensure they are satisfied, but we have not yet heard back from the customer.

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

  Customer Answer

  Date: 09/09/2022

   
  Better Business Bureau:
  
  The businesss statement, that they have tried to reach me several times, is not true. I received one call today (one week after installation).  The install was completed to my satisfaction, after many missed appointments; however, I will never do business with Empire Today again. In addition, I will continue to warn others of their many failures and false claims to install the next day. 

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

• Initial Complaint

  Date:08/19/2022

  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.

  I got my entire house's flooring done with vinyl floors. My house was left with broken stairs, flooring molding being messed up, and other various concerns. I got my flooring installed the 7th of July and had put my order in the 3rd of July. I have been calling empire since July 8th. They reassured me and told me it would be fixed as soon as possible. However today, August 19th, this is the fourth time they have rescheduled and not told us what was going on. We had to personally call the company to find out they didn't have materials for the fourth time. The lady, ******, then proceeded to yell at us instead of offering any comfort or helping us resolve this. We spoke to ******, ******** and ******. We then called their third party construction company to find out they didn't even know we had no idea they were not coming. This is highly unprofessional behavior, considering we paid almost ****** dollars.

  

  Business Response

  Date: 08/30/2022

  We appreciate the customer contacting us regarding their concerns.

  The repair was scheduled and completed to the customer's satisfaction on August 22, 2022.

  Customer Answer

  Date: 09/05/2022

   
  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,
  
  ***** Rani

• Initial Complaint

  Date:08/19/2022

  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 will never trust Empire today with another project in my house ever again! I am a repeat customer but the second time around they totally scammed me into paying more for a cheaper quality carpet, not to mention the tack strips that cut my daughters foot because the carpet was so terribly thin. when I had originally gotten carpet from empire I paid much less for a much better carpet in three rooms, when the sales person said I would be getting "just one step down" In quality from what I had upstairs I felt comfortable with going ahead and paying a little more specially during this inflationary period. I'm a truck driver, I walked into my house after a trip and I walked on the new carpet and couldn't believe how bad of quality the carpet was that was installed. when I called customer service I spoke to ***** from ************ empire carpet and then also his superior **** and all they could do is offer me $250 hush money to not put anything online about my experienbe OR I COULD PAY ANOTHER $2000 to do a different carpet! to me keeping people away is much more worth it than $250 Then I left a review on ****** where they said they would contact me and they never did which is wrong to show it looks like they try to help when they dont, and the recent appointment to fox the tack strips no one showed up or called when I had a confirmed appointment

  

  Business Response

  Date: 08/30/2022

  We appreciate the customer contacting us regarding their concerns.

  The repair was scheduled and completed on August 22, 2022

  Customer Answer

  Date: 09/05/2022

   
  Complaint: 17741404
  
  I am rejecting this response because:the tack strips were only part of the issue, the main issue was the fact that I was sold inferior carpeting and was called into purchasing it, then when I called to address the issue all they said was I can purchase carpet again, what a typical response from a company that doesnt care about their customers 
  
  Sincerely,
  
  **************************

  

  Business Response

  Date: 09/08/2022

  We appreciate the customer contacting us regarding their concerns.

  The safety issue repair was completed on August 22, 2022. 

  The local office offered to upgrade the carpeting for a fee covering the difference in cost and labor.

• Initial Complaint

  Date:08/18/2022

  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.

  January 13 & 21, 2022. $4,618.94 paid in full. Installation of carpet in all rooms of the home (living room, entry hall, hall down to bedrooms, two bedrooms & one ********************** of tile in kitchen/dining room, front entryway & one bathroom. Dispute: (1) The promised 2 day install of carpet was done in one 12-hour day because installer said he didn't want to drive from ****** to Fountain for a second day; job rushed, section in office carpet not tacked down, loose pieces carpet, nails sticking out, front screen door broken (installer was told more than once to shut screen due to high winds & he didn't, causing screen to no longer shut completely), sloppy, unfinished install. (2) Tile not hammered down to make the floor even, glue around edges of rooms, broken molding, missing molding, strip molding at base of front door broke when door was opened (broke again after it was replaced). (3) In mid-July we moved stove out to retrieve object that had fallen behind resulting in discovery of further damage (appliance was moved back without allowing us to inspect so this was unknown to us). Numerous calls were made to Empire (to several different people) to request ********************* with promises of return calls that were never received (company never left a message); sales person, who inspected the ******************* needed, sent email to four different empire-today management people noting the complaint & lack of resolution including 9 photos showing the damage...no response was ever received. (4) Main installer showed up one Saturday unannounced to fix a few things, accusing us of creating problems to make him look bad, telling us to call him directly (not Empire because Empire was "bad to work with"). Those assisting him spoke very little English making communication difficult. (5) I have additional pictures that I will send to ***************************************************** if needed. ORDER # is PRJ001959553/SO01172566.

  

  Business Response

  Date: 09/06/2022

  We appreciate the customer contacting us regarding their concerns.
  The local office contacted the customer and scheduled 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. Empire ordered materials for the assigned installer based on the original order from January 2022 instead of the corrected materials ordered the 2nd time. Because of this the installer had to come back a 2nd day bringing the proper baseboard sizes in order to finish the job. He was courteous + efficient but we were preparing to go out of state. Once again Empires inefficiency caused delays for both the installer + us. It remains inexcusable that it should take from January 19 to September 8 to complete a job . Only after we registered a complaint with the BBB did Empire finally respond to complete what we had paid for months previous.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/17/2022

  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.

  Flooring installed in Sept 2021 by Empire. In October, flooring began to have discoloration in areas, in which now area is increasing. Glue speeping though the flooring and spatted on my walls. I bought a glueless-floating flooring, but the materials have glue strips on the back and glue on my walls and floors. I had some materials left over and Empire used that to fix that first area. Then in Jan 2022, another area of discoloration appeared. Empire is refusing to fix the flooring and supply the materials at no cost to me. I purchased the extra warranty. Empire, ***** says the extra warranty would only cover what damage I do to the flooring. Refused to acknowledge the damage was from their installers and due to the product that was put in my house. Empire rep came to my house and I was told underneath my house was dry and Empire needed to cover the damage. I paid for glueless/floating flooring. I need help to resolve this issue.

  

  Business Response

  Date: 08/31/2022

  We appreciate the customer contacting us regarding their concerns.

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

  We look forward to hearing from the customer and resolving this matter amicably.

• Initial Complaint

  Date:08/16/2022

  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.

  Purchased carpet and installation for my home (3BR , LR and 2 hallways) Feb 2022 Repair to seams were made April/May **** seams and rippling occurring after repair.6/21/2022- another inspection scheduled 6/24/2022- no response from inspection, called and left msg for follow up 6/28/2022- called, spoke to Shenora (ext. ****) send another inspector out 7/13/2022- ****************** scheduled, received automated call 8am, on their way, no show, no call, I called that *** left msg **Several calls made between 13th and 19th that I negleted to write down, all ending with no answers or voice mails on *******'s voice mail 7/19/2022 ******* called, had no idea about no call, no show, she emailed all managers 7/20/2022- ******************, *****, came, all carpet needs replaced due to manufacturer defect, she stated allow 2 weeks for approval/scheduling. She advised she would approve upgrade to LVP flooring and we could split difference (which would be around $1600) since I have already paid $7500.00, she confirmed later in the day via phone call and text 7/29/2022- texted ***** for updated, she now says to allow 3-3 1/2 weeks 8/12/2022-now 3 1/2 weeks, texted ***** for update, no response 8/15/2022- texted ***** for update, no response 8/16/2022- called ***** in the AM, no answer, left voice mail 8/16/2022- called ***** in the *** no answer, did not leave message **All I want is to get this issue resolved, I have not asked for a refund yet as I would like to just have this fixed however, that doesn't seem to be happening. I have been getting the run around since the purchase and repairs started. The Manager (*****) agreed to replacement on the flooring, I am going to come out of pocket even more but can not get anyone to contact me back to get this resolved.

  

  Business Response

  Date: 08/31/2022

  We appreciate the customer contacting us regarding their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.

  This complaint has been forwarded to the manufacturer for review for claims under warranty.Please be advised this process is currently taking up to eight (8) weeks for the manufacturer to reply.

  We have been in contact with the customer and will follow up with the customer once the results have been provided.

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