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
- 1,848 total complaints in the last 3 years.
- 498 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:08/10/2022
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 vinyl flooring installed in Jan 2021 and the product is buckling after 18 months. When I called the customer service department at the end of July 2022 I was told the my 1 year installation warranty had expired. I explained that my husband's health began to fail in Nov 2021, resulting in his death in March 2022. I had just finished handling the funeral and other after death financial issues. After calling a couple of times explaining this, someone was kind enough to send someone out to do an inspection for free. The inspector told me that the buckling issue he is seeing should not be happening. ** said that the floors are water resistant and have moisture barrier on the bottom of the panels. Upon review of the inspection report customer service found that the failure was site related, humidity. They said they could have helped if my installation warranty hadn't expired. They would not replace it for free. I originally paid $3,266.77 for the floors and they were willing to replace them for $2,774.22. The problem is not an installation issue, but a product failure. It should be replaced for free. I was told when I made my purchase that the Product has a lifetime warranty. The website also claims this. I reached out to my sales rep. ** could not believe that Empire was not standing behind their product. ** told me that the product was water proof and has a moisture barrier on the bottom, so humidity should not play a part in the failure of the product. ** suggested that I file a complaint with the Better Business Bureau to see what can be done since I was getting no where with Empire. I am not sure of my options or rights as a customer. I know the death my husband does not extend my installation warranty but I also know that $3300 floors should last longer than 18 months. Hopefully BBB can provide some protection for this consumer and assist in a resolution as I cannot fight this big company alone. I need help.
Business Response
Date: 08/29/2022
We appreciate the customer contacting us regarding their concerns. We conducted an inspection of the product to determine the root cause of the customers concerns. The inspection determined the installed flooring was free of manufacturing or installation defects and the concerns were site related. We can service the flooring at a discounted cost to the customer. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 09/01/2022
Complaint: 17698828
I am rejecting this response because: *********** is not willing to stand behind their product. They are claiming a site issue which stating that they found moisture in my home. Aside from the ***** humidity, there has been no change in the atmosphere in my home. No water leaks, or other water (moisture) damage. Knowing the floors failed, they offered to come out and put the same floor in again with a discount. They are more than willing to take more of my money for the same product that failed.They either sold me product that was not an ideal fit for my application, or product that was substandard. Either way, I was taken advantage of.
Sincerely,
***************************Business Response
Date: 09/09/2022
The customer indicated the home was vacated for an extended period where environmental controls were disabled. The resulting damage to the flooring and is not covered under warranty.Customer Answer
Date: 09/13/2022
Complaint: 17698828
I am rejecting this response because: Empire refuses to acknowledge that either they sold me flooring that was unsuitable for my home, or that the product failed. They insist that there was excessive moisture in my home. Nothing in my home had changed from the time of installation. I experienced no water issues in the home. I have floating floors, installed by another company, in some of my other rooms and they are not damaged at all and remain beautiful.I still believe it was substandard material that resulted in the buckling of the panels that should be covered by the "LIFETIME WARRANTY" that was guaranteed by the sales representative. I was also told, at the time of sale as well as when I reached out to him about my issues, that the flooring was waterproof. *********** says it is only water resistant and tried to blame the way I was cleaning it. I have an iRobot that does the sweeping and use a Swiffer for any spotting.
My sales representative tried to assist in getting my situation resolved, but since I told the company that he suggested I reach out to BBB, his last conversation with me was explaining that he could no longer discuss this with me and that the company had taken disciplinary action taken against him. He explained this to me and asked me not to call him anymore in fear of further discipline.
Not only with Empire not stand behind the product but threatens sales people that try to assist customers with similar issues. BAD BUSINESS
Sincerely,
***************************Initial Complaint
Date:08/10/2022
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.
I scheduled carpet installation with this business. Two weeks in a row they came up with excuses as to why they couldn't install. At this point, I already paid $1,680 because the remainder was being financed. I cancelled all my business with the company after 2 weeks of excuses and after the HORRIBLE reviews I came across on ******* And a few of those reviews stated they the customer hadn't received their refund yet. I am now one of those people. I was told by ***** at "corporate" that it would be 5-7 business days from 8/2/22 which would be today 8/10/22. I have no seen my money back in my account. So I called this morning and spoke to manager ******* and she stated there was a "system error" that kept my refund from going through but that my business from them was cancelled. She submitted another request for yet again another 5-7 business day wait, which puts me at 8/19/22 for the latest refund date possible. I was severely unhappy about this because they no longer have my business, my account has been canceled with them, but yet I don't have my money. I tried to call back at the # corporate called me from the first time, and the gentleman (didn't get his name) told me it's **** business days for refunds. He refused to get me to a manager and wouldn't let me finish talking because I said the f word once and just transferred the call, so I hung up. I want my money. This isn't just dollars and cents.Business Response
Date: 08/17/2022
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.
We thank the customer for considering our service.
Customer Answer
Date: 08/20/2022
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:08/09/2022
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 signed two different financial agreements under the impression we were getting 12 months interest free. The slip shows 12 months that we signed and when we digitally signed the contract on the iPad it was wrong and we didnt catch it and it says ***** percent for 11 months. I called several months ago to get it fixed and Ive been told every month its getting fixed. Now today we are told its not getting fixed. Id like to know how this can be rectified or if it can.Business Response
Date: 08/23/2022
We appreciate the customer contacting us regarding their concerns.
We have contacted the financing company on behalf of the customer. The financing company will be making the changes as requested.Initial Complaint
Date:08/09/2022
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.
In May 2022 I made several attempts to file a warranty claim on my carpet. For days I made numerous calls and left messages each time and could not get anyone to answer or return any of my phone calls, to which I called local and national phone numbers. When I was finally able to have a representative answer my call I explained my issue, that my carpet was unraveling at a seam, and was told someone from warranty would contact me in 1-3 business days. No one ever reached out from the warranty department, so once again I attempted. And once again I had to make multiple phone calls for days before anyone would answer. Once I finally got through a representative looked up my account and read a statement that Empire decided that my claim request was denied due to not reporting my claim within 5 days when noticed. How could I or any other customer file a claim in under *********************** time frame of 5 days of noticing if no one answers the phone, no one answers emails, no one replies back to emails, no one replies back to voice messages. Over a month later after being denied warranty, an Empire representative reached out via email asking if they could provide me a quote to fix my carpet, I entertained it and replied yes. Another month since then has gone by and still no quote. *** made numerous attempts with phone calls and emails, to which I have retained all records of proof of my efforts to resolve the problem. I also posted a review on ****** to which a representative of Empire replied two days later stating this is not the experience that we wish for our customers, and sincerely regret to hear about your experience. We've located your account and will be in touch with you tomorrow. As expected not one single person from Empire still has yet to reach out to me to make good on their behalf. Proof, Empires warranty is intentionally designed to make the customer fail! ********************** is a huge company yet continues with their unfair and shady practices.Business Response
Date: 08/26/2022
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for August 26, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 08/28/2022
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:08/09/2022
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.
I have had this business cancel on me 4 times during this entire process, after I have drove an hour and a half to get to house they are working on (one time they had me waiting 8 hours). On top of that, they didn't have the correct product the first time they came to install so they had to come back and finish. And now, I have contacted them through email, social media, and 2 phone calls in the last week and no one has gotten back with me about hearing my complaint.First Sales appointment 7/11 - Cancelled Second Sales appointment 7/16 - Cancelled Thirst sales appointment 7/20 - Completed First install appointment 7/23 - Cancelled Second install appointment 7/30 - partially completed - they had incorrect product Third install appointment to finish installation 8/2 - Cancelled - after I waited 8 hours First install appointment to finish installation 8/6 - CompletedBusiness Response
Date: 08/23/2022
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 the inconvenience and appreciate the customer sharing their feedback.
Customer Answer
Date: 08/26/2022
Complaint: 17693047
I am rejecting this response because: I did get a $400 refund but feel with the money I spent on the project and the time (and gas) that Empire cost me, this is not enough. I accepted it because it was their final offer not because we amicably agreed to it.
Sincerely,
***************************Business Response
Date: 09/01/2022
We thank the customer again for their feedback and apologize for the further inconvenience.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 NOT satisfactory to me but want to close this out due to wanting to put all this behind me.
Sincerely,
***************************Initial Complaint
Date:08/08/2022
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.
Gave ******* deposit for sheet vinyl flooring. Showed up and told me sheet vinyl can't be installed over a cement floor( it can). Want deposit back.Business Response
Date: 08/16/2022
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:08/08/2022
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 placed the order on 8/2/22 they was no sqft charge for square ft of carpet nor are they anything about a cancellation fee nor RESTOCKING fee I want the total deposit back of $1000 not $750Business Response
Date: 08/10/2022
We appreciate the customer contacting us regarding their concerns.
The customer had 3 days to exercise their right to cancel, but waited until 5 days to cancel, which is beyond the 3-day period. Notwithstanding the contractual clause agreed by the parties, we have refunded the deposit of $1000.00 for prospective customer satisfaction and goodwill.
The refund can take up to 10 business days to arrive in the mail.Customer Answer
Date: 08/14/2022
Complaint: 17688340
I am rejecting this response because:
THE COMPANY ONLY PAID BACK $750 NOT THE $1000 I WANT ALL OF TGE DEPOSIT BACK AND MAIL IT TO ME ASAP
Sincerely,
*************************Business Response
Date: 08/19/2022
We have processed the refund of the full deposit in the amount for $1,000.00.
The refund was sent out in the mail and should be arrive at the customers home in the next few days.
Customer Answer
Date: 08/23/2022
Complaint: ********
I am rejecting this response because:Complaint #********reported via email2 days agoTo:**********************************************************************************************You don't often get email from ********************.Learn why this is importantAs of August 21st I've not received the check ******** from company called and stated it was cut in 8/9 and mail by the 8/12WARNING: YOU HAVE RECEIVED AN EMAIL THAT ORIGINATED FROM OUTSIDE THE ORGANIZATION. PLEASE VERIFY ALL MESSAGE CONTENT BEFORE CLICKING ON LINKS OR ATTACHMENTS.
Sincerely,
*************************Business Response
Date: 08/24/2022
The customer has notified us that she has received the refund check on Wednesday August 24, 2022.Initial Complaint
Date:08/08/2022
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 flooring installed 1 year ago. We contacted empire because the warranty the floors and there started to be separation between slats (not sure if that is the correct term). They came out and repaired snd the repair person said it was not secured down properly and to call if more problems. Called again for more problems and they are refusing to repair claiming its water damage. There is no water damage. We clean (mop) but that is not water damage. The repairs needed are not even water related the floors were not proper installedBusiness Response
Date: 08/10/2022
We appreciate the customer contacting us regarding their concerns.
A manager contacted the customer and has scheduled service for Thursday, August 11th.
We apologize for any inconvenience and thank the customer for bringing this matter to our attention.
Initial Complaint
Date:08/07/2022
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 a carpet installed in early June. We decided to use empire because of a very specific and high quality carpet we wanted in the house. Since the installation we have had several issues. Corners of the carpet have been coming up as well as two lines have appeared in the carpet where they are seamed together. We contacted the warranty department and they agreed to address it and sent out the original installer to fix the problems on July 28th. When he arrived he informed us that this particular carpet has those issues and there was nothing he could/would do to fix it. He said he would have his manager reach out to us to find a solution and gave us a timeline of today or tomorrow. No one has since reached out to us. We called the main empire ***** number and spoke to a representative on the 3rd of Aug. She reached out to the specific area store in charge of our account, asking them to please contact us. In addition, she started a new warranty claim to make sure it was addressed, and as of July 7th, we still have not heard from anyone.Business Response
Date: 08/24/2022
We appreciate the customer contacting us regarding their concerns.
As the customer described in their complaint, they purchased an exclusive hypoallergenic and odor neutralizing style of carpet. This style of carpet is not installed in the typical way and seams can be more prominent. Visible seams are not a defect with the carpet nor installation.
We have offered to work with the customer on the cost of a traditional style of carpet and installation.
Initial Complaint
Date:08/06/2022
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.
Dissatisfied with carpet that was installed, poor installation and overall lack of communication. Very very poor communication. Starting with canceling installation dates twice on the day of, to not remedying this situation. We were finally told a salesperson would be out to remedy the current situation because they want to make things right, and THEY were even a no-call, no-show! We waited until 9pm to have dinner waiting on this guy to show up. This was the last straw and now we just want them to come take out the carpet and cancel everything. Due to lack of trust, we will take our business elsewhere, but cannot even trust that they will come and do that. It is unbelievable how we thought for sure this last time someone was actually going to come out and make things right and then, nothing. We are done with this company and lack of respect for their customers. We have used them before in the past and had a great experience, but this is a nightmare.Business Response
Date: 08/11/2022
We appreciate the customer contacting us regarding their concerns.
The local office has attempted to contact the customer to discuss resolution to the customers concerns. **************** has directed us to **************** and unfortunately, our attempts to reach her have not been successful.
We look forward to hearing from the customer and resolving this matter amicably.
Business Response
Date: 08/15/2022
We appreciate the customer contacting us regarding their concerns.
We installed carpet per contract for the customer on July 16, 2022. A few days after installation the customer contacted us, stating they believe the wrong color of carpet was installed.
The sales rep scheduled to meet with the customers to confirm the style and color of the installed carpet to the sample. Unfortunately, the sales associate was unable to attend the scheduled meeting and did not inform the customer. We apologize for the inconvenience.
We can find no discrepancy between the contract and inventory. We are happy to confirm the installation at the customers convenience.
Customer Answer
Date: 08/15/2022
Complaint: 17682981
I am rejecting this response because:From installation process up *************** appointment where salesman was supposed to come and "color match" carpet, this has been a nightmare. We have been rescheduled 2 days the day of installations, the installation was poor, especially on the steps, not to mention the trash and cigarette butts we had to clean up afterward. The last appointment "no-call, no-show" was the last straw. He admitted he "forgot". Poor communication all the way around and poor customer service. I am surprised as this is not how it happened when we used this company several years ago. We just want them to come get their carpet they installed and go.
Sincerely,
****** And *************************Business Response
Date: 08/22/2022
A site assessment has been arranged for Monday, August 22nd.
We look forward to resolving this matter amicably.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.