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.

close

Find a Location

Empire Today, LLC has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today, LLC

  1864 Enterprise Parkway Twinsburg, OH 44087

  

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:08/01/2022

  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.

  7-19-22 I was contacted by a sales agent that wanted set up a date for a bathroom flooring quote the way she made it sound was they had a place in *************** 8 miles from my home and when you typed in flooring businesses a 75% off came up for empire today out of ***************** so i thought it was legit and when i typed in other flooring business in ********* it came up the same way with a % off of flooring under empire today ,the salesman came did a quote and was very pushy to sign his tablet he said all discounts had been added in and he couldn't go any lower, he did not show us what all the charges were on his tablet he was just pushing us to sign the contract ,I ended up giving in after it sounded like a good deal. the sales person then told us that we needed $511.00 down payment on that day and pay the remaining amount on the day of install. so we wrote a check for the $511.00 and then we were not told of any disclaimers , the receipt was then sent to email which i did not find until 2 days later in my junk mail. and after reading the the contract we only had 3 days to cancel and by that time 2 days had already past. there was a charge on there for 81 miles for having the flooring installed that we were never told about (why would i have payed someone to drive 81 miles to install flooring when we have 3 flooring companies in our area) we then tried calling on the 3rd day to cancell they told me it would be 24 hours to talk to a claims person , i also tried calling the sales rep that sold us everything and he would not respond ,( when he wanted to come and do the quote they had no problem calling or sending text message to make a sale) talked to at least five different people saying i wanted to cancel and each one said someone would call you back, they finally called back after the 3 days were up and said we would not get refunded our down payment since it was past 3 days

  

  Business Response

  Date: 08/10/2022

  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: 08/19/2022

   
  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:08/01/2022

  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.

  $9,200.Transaction 1-4998505244.Job done in Feb.2021. Vinyl flooring job.Almost whole house.Installed OK.No probs.This 2022 spring,Tile started bubbling up on 5-6 Hexigon pieces.Where sun warms the spot up. A.D.A.lawyer said to try B.B.B.first.Guys to repair spots came over a couple months ago,w.a repair ****.Right off the bat.I asked if it looks fixable.2 guys shrugged.They played w.the bubbles for awhile.They said they never saw a defect like that before I kept eMailing Empire to see if the tile manufac.knows whats wrong.Who is manufac!?? They wont reply! I would call the manufac.up myself,but who is it!??Whats tiles name!?? Wont tell me nothing! Im a sorta deaf Megacrip,and cant hear well thru a face mask now. And workers wont speak on my phone app for the deaf.Speech to text. Got no elderly customers empathy.Head office too. Top layer of tile is not bonded to btm.layer(s). All the rest of house looks Okay. Im being discriminated against by being handicapped. My last flooring job lasted since ****. This 1 a yr.2 installer guys in 21,said bad tiles pieces can be cut out & replaced. These fixers just picked up & took off. Whole co.needs to go to a seminar on the older customers w.the $$.I still want these bubbles gone,or give me address of manufacturer.eMail or other.& name of the product. No other peeps live here, or animals.

  

  Business Response

  Date: 08/10/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office contacted the customer and inspection is scheduled for Friday, August 12th. 

• Initial Complaint

  Date:07/31/2022

  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.

  Please see the compliant letter and photos attachment below.I regret contacting Empire Today in *********, **** to complete my flooring project. On May 7th, 2022, the sales representative ******************* presented me with carpet (living room) and luxury vinyl plank (kitchen) quotes. I had scheduled 3 more upcoming flooring appointments with area companies. However, after I spoke to Empires sales representative, he pretended to give me the best offer by calling his manager. I decided to move forward with this company because I was satisfied with the pricing of the flooring material and warranty protection. **** Full Compliant letter attached below.

  

  Business Response

  Date: 08/09/2022

  We appreciate the customer contacting us regarding their concerns.

  A supervisor had contacted the customer and scheduled service for Saturday, August 13th.

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

• Initial Complaint

  Date:07/29/2022

  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.

  I purchased flooring and installation for my 64 sq foot kitchen. My installation date was 7/13/22. The job was completed on this date. The total for the job included haul away, heavy equipment pull out and moving, as installation of my new flooring as well as other supplies that were free and others that maybe be used that was charged for. I was charged for multiple supplies that were not used. I have reached out to my sales rep as he was my point of contact and I have not heard back. I reached out to the customer service number and filed a property damage claim as two things in my kitchen were damaged during reinstallation. I was also given a call after installation by a representative that I told about the damage done. She did not file the claim on the date of the call, 7/15/22 and falsified in notes thats declined to provide photos and that she called me 3 times but I have no record of the calls and no voice message was left . This company its charging customers for items not used and not refunding it.

  

  Business Response

  Date: 08/08/2022

  We appreciate the customer contacting us regarding their concerns. We have reviewed the installation photos, refunded the overpayment for materials not used, and explained why they were not used. We appreciate the customers feedback and consider this matter resolved.

• Initial Complaint

  Date:07/29/2022

  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.

  Empire Today installed carpet at my house on 12/4/2019 I paid $5,766.Issues with the carpet started on 5/20/2021 The carpet has become loose and bulging in several areas of the house.I did not report the initial issues because I didn't want anyone in my house due to covid.The issues continued to get worst more areas of the carpet became defective.I am the only one who lives in the house and there has been very little usage of the carpet They are requesting $390.00 and for me to move all of my furniture.I am a senior citizen and will need to hire movers to move my stuff which will be an additional $150 per hour I received a second opinion on the carpet for a contractor. Their conclusion is that the carpet was not installed correctly and the carpet should not need to be repaired this quickly. Our prior carpet lasted 30 years with no issues and this new carpet can even last 2 years.I am requesting a repair at no cost to me. For the installers/repairers to do the job right and for them to move all necessary furniture at no cost to me.

  

  Business Response

  Date: 08/04/2022

  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:07/29/2022

  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.

  Date of the installation of the vinyl in 2 bathrooms was May 7, 2022 on a Saturday.Bathroom one had a large size bubble under the vinyl and transition metal not completely across the floor. Second bathroom was off the hallway. A cut was across the linoleum in the hallway caused by the cut above the transition metal by mistake. Plus the commode flooded the bathroom floor when a guest used it the second day after installation The water was seeping from the bottom of the commode. The installation of the commode was not placed on properly. Cannot use the commode. Called the office and they sent **** manager of installation to view the errors. He totally agreed with my findings. He asked how he could remedy the situation in the cut of the hallway linoleum. He said it could not be pasted together. I notified him that if he could replace another linoleum or vinyl over the hallway linoleum. He never answered I spoke to ***************** many times and had pictures taken of the vinyl that needed to be repaired and sent it to him as per his request. **** also took pictures much earlier too. ***************** called twice and stated the repairmen were to be at the home at such and such time. Repairs were never done. Last call(7/28/2022) I got from ***************** stated I signed a paper showing I OKed the installation with my signature on it! Impossible. Its fraudulent. I am so sorry that I had not taken the time to check the reliability of the company. Salesman seemed so sincere and honest, I believed him.

  

  Business Response

  Date: 08/17/2022

  We appreciate the customer contacting us regarding their concerns. We come to a replacement agreement under warranty. We have sent the appropriate documentation to capture the agreement. Once the signed documentation has been received, we will schedule the start of the replacement at a mutually convenient date. We look forward to amicably resolving this matter.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17639129
  
  I am rejecting this response because:
  

  I mailed the signed  Accommodation Agreement to Empire Friday by Certified mail.  It was mailed to *******************, Customer

  Relations Manager. Address: ******************************************************* 94539.  This morning, Monday, 10 AM ******* called my voicemail and wanted

  to schedule a time for the work to be done on my home. At that time I was at an appointment but called her back after my appointment around

   and left a message for her to schedule the work immediately.  I did mention not on a Wednesday as I do volunteer work that day only.

  I called her twice as I did not receive an answer back the first time and she may have left the office.  I will call again early tomorrow morning. 

  I do not know how I can attach a Voicemail to you to prove that she contacted me at that time.   I do have the certified mail receipt that I sent

  to her with the Accomodation Agreement signed.  The number is **** **** **** **** 0978   

  I hope they keep their word and do come to complete the project. If they can do the work only on a Wednesday, I can arrange the time to be home.

  I am so sorry about being not receiving the messasge from BBB before 7 days, my computer did not have the message or I would not have been 

  a day late.

  Thank you and I am hoping they will comply with their written Accommodation

   Agreement.
  

  
  

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

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

  

  Business Response

  Date: 09/09/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for September 12, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter. 

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17639129
  
  I am rejecting this response because: I was at home on 9/12/2022 all morning and evening waiting for the repairmen to repair the linoleum.  They

  did nor arrive.  I called at 8:45 AM to speak to ******************* and ask what the time would be for the repair men to be here.  Left message twice and never

  received a call. Then I called *** who I spoke to before in *******, ** office same as *******'s office, and he never returned call in reference to the repair

  men to be here.  I called ***** in ***** and he tried to get info for me.  He stated he thought the linoleum had arrived and was on the truck, the time was 

  about 10AM.  He could not give me further info  I had gotten a call last week from ******************* stating that the repairmen would be here on 9/12/2022 betweren the hours of 8am to 5PM. This should have been taken care of months ago.  It has been 4 months since the linoleum was placed incorrectly. 

  May 7, 2022 was the date they placed the linoleum incorrectly along with the toilet that cannot be used because they failed to seal the bottom of the toilet

  when they took it off and reinstalled it    I have made numerous calls and even signed an Accommodation Agreement stating they would do the work.

  At the present time, I want to have my down payment returned.  I want to cancel the contract.Nothing has been corrected and my calls have not been returned

  Please help me with this company who have not complied with their obligations.

  Sincerely,

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

  

  Business Response

  Date: 09/19/2022

  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:07/28/2022

  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 in Jan 2022, the installation went well with the exception of the closet door floor tracks not being reinstalled correctly. Since my husband is a handy guy we decided to not make anything of it and fix that ourselves. Within the last month the seam in one of the larger rooms has become noticeable. I called the warranty department approximately 2 weeks ago and was scheduled for repair on Tuesday 7/26/2022. On 7/23 I received a text to confirm that appointment and when I replied C I got a text back saying there was no appointments to confirm. I immediately called customer service.Sat 7/23- Repair confirm issue Ticket# ************, told I would receive a call within 24hrs Tuesday 7/26 Empire never showed up for the scheduled repair nor was I called in regards to Saturdays ticket, to reschedule, or informed that the appointment was no longer scheduled.I called and spoke with ******* and informed her that I never got a call with a time for Tuesday or a phone call back from Saturday and that no one showed for the scheduled repair yet for the repair. I was given another Ticket# - ************, and told the service manager ************************* will call me back today and if no phone call, call back by 6.7/26 called and spoke with ************ at 6pm because I didnt get a return call AGAIN- stated that it hadnt been 24hrs and that we are scheduled for 8/2. I explained that I needed confirmation of that appointment because I cant continue to take off work and then them not show up or call. He said he left a detailed message for the service manager and said I should get a call tomorrow morning at latest.7/27- called and spoke with ******** because again, I have not had my call returned. She stated she reached out again the the service manager for my region and no one answered so she would send an email and someone will be reaching out within 24hrs to confirm 8/2 appointment. 7/28- Still no return call or appointment confirmation.

  

  Business Response

  Date: 08/15/2022

  We appreciate the customer contacting us regarding their concerns.

  Service was completed as agreed.

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

• Initial Complaint

  Date:07/28/2022

  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.

  There are severe installation problems. Buckling of flooring. Loud creaking. Edges coming up. We made a complaint and received a letter saying they tried to call (see letter pasted below). They did not. They gave a number to call from a specific person. The phone is never answered but the voicemail is not for that person but a different person. I have left several voicemail and the call is never returned. Emails to the given address are returned as spam. There is no way to talk to ANYONE. They clearly don't care to make things right.This is the letter they sent: ********************* ******************************************************************* Dear **** : You recently contacted Empire Today regarding some concerns related to your order. We are passionate about building customers for life and want to be sure that your concerns are addressed in a timely manner. Unfortunately, my attempts to contact you have been unsuccessful. Please contact me at your earliest convenience so I may work with you to resolve this matter. To help in handling this matter quickly, please refer to Service Request Number: ************. Please call me directly at: *********************. I look forward speaking with you and addressing your concerns. Sincerely, ************************* ******* Office Assistant

  

  Business Response

  Date: 08/08/2022

  We appreciate the customer contacting us regarding their concerns. We have reviewed the installation photos, refunded the overpayment for materials not used, and explained why they were not used. We appreciate the customers feedback and consider this matter resolved.

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17640383
  
  I am rejecting this response because: Empire has not addressed the problems with incorrect flooring installation.  They ignore my emails transmitting photos, video, and audio files showing problems. They send letters implying I am difficult to contact.  Not true. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/17/2022

  We appreciate the customer contacting us regarding their concerns. We have contacted the customer to schedule an assessment of the installation at no cost to the customer. Once we have scheduled the assessment,we will conduct the assessment, review the findings with the customer, take the next measures based on the results of the assessment findings.  We request the customer please contact us to schedule the assessment and hold off on their response until the assessment has been completed and the next steps have been communicated. We appreciate the customers feedback and look forward to amicably resolving this matter. 

• Initial Complaint

  Date:07/28/2022

  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.

  I spent over $8000 on engineered hardwood from this company. Installed on June 10th 2022. Just about a month later the floors came up in the family room right next to the garage door. I called and left voicemail twice they did return my call and sent me an email asking me for photos to investigate. This is over a week ago and Ive had no additional response after leaving three additional voicemails and 3 additional emails. I Would very much expect this company to make this a priority and have been out ASAP to fix. So far I have not heard back from and I am extremely concerned.

  

  Business Response

  Date: 08/10/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office contacted the customer and service has been rescheduled per the customer's request for Friday, August 12th. 

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17640287
  
  I am rejecting this response because:

  I actually don't fully reject as Empire is scheduled to come out today to fix the floors. The repair at this time has not been completed or even started. Empire came out last Friday (1 week ago) with the same intent but had to reschedule due to the length of time it would take. So as long as everything is repaired today I would later accept.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/17/2022

  Service under warranty at no cost to the customer has been completed.

  We thank the customer for their feedback. 

  Customer Answer

  Date: 08/22/2022

   
  Better Business Bureau:

  It was disappointing to only get a prompt response from Empire once I contacted BBB. I still had to fight for them not to use my leftover hardwood from the installation and instead, for Empire to use additional flooring at their expense (vs mine) to complete the repair. They also had to come out three times before they actually fixed it. I will not be using Empire again Im very disappointed in their customer care. I do not at all believe I wouldve gotten this repaired without reaching out to BBB.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is now satisfactory to me.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/28/2022

  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 ******** have Empire Flooring come out & give us a quote on flooring. We discussed with the sales person that Empire would uninstall & remove the washer/dryer, the refrigerator, the gas stove & the toilets, We agreed on price, signed the paperwork and put down $1,000 deposit. We then had the sales person come back out 4 weeks later because we needed to change the color. At that point we were informed that they would handle everything regarding the removal on these appliances & that we would have to pay to have a plumber come out to cap the gas line on the ************* & also the water lines for the *********************** A cost we were unaware of & did not plan on incurring. The sales person was than rude & short with us. We called to cancel the ************** said because we were passed the 3 day window they would not refund us. I called back to discuss & was given the runaround for 30 mins & then sent to a random voicemail with no name associated with it. The next person I spoke with said he was just for canceling & could send me back to customer service, but customer service is who transferred me to him. After 2 days I spoke with someone in "headquarters" who said even though their salesperson said they would handle everything, the contract (in fine print) said they don't handle that portion. We were misinformed by Their **************** have to pay for it. I was willing to give them a couple hundred dollars for their salespersons *********** would not discuss things further. Basically, "it is what it is". I'm shocked they are still in business with the amount of complaints I've seen & the rating they have on your site. I should have come here before seeking their services. Everyone that I dealt with on the phone & in person were very disappointing & do not respect their customers. I would not recommend them to anyone. Any help the BBB can provide would be greatly appreciated. Thank you for your time.

  

  Business Response

  Date: 08/02/2022

  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 June 29, 2022. 

  
  The customer had 3 days to exercise their right to cancel, but waited 27 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 $1,000.00 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.