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

  58 York Avenue Randolph, MA 02368

  
• 

  Empire Today, LLC

  103 Central Ave Ste 400B Mount Laurel, NJ 08054

  
• 

  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:02/11/2025

  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.

  On 10/01/2024 Empire Today (Empire) completed installation of engineered hardwood flooring in my home. Within a few days I discovered areas throughout the house where planks were no longer adhered to the concrete floor. Over the next several weeks the problem worsened, particularly in the foyer, living room, primary bedroom and walk-in closets. Walking across the floor in those areas feels spongy and unstable, and produces cracking/splintering sounds. Individual planks are lifting up at **** joints, as well as along the linear seams (i.e. buckling).I contacted Empire on 11/06/2024 and a workorder was created for warranty repairs. On 12/18/2024 an installer from the subcontractors crew came to assess the problem. He connected me on his phone with his supervisor who confirmed the problem as I described above. She stated, Your floors are lifting on sides as well as length. It will take 5 to 10 business days for someone to get back to you with a remedy. I heard nothing from Empire Today until 01/20/2025 after I sent a letter to Empire Todays CEO. The warranty repair department called to schedule an appointment for 01/27/2025 when the subcontractors installation manager came to assess the problem. He confirmed the problems as described above. He documented the **** joints and seams lifting/buckling, and he recorded the cracking noise and hollow sounds when walking/tapping on the floors. He advised that he would send information [to Empire] and a decision will be made what to do in a few days. Once again, weeks have passed and I have heard nothing from Empire Today regarding a remedy. The flooring installation is inferior, presents a safety issue for me as a senior citizen and is not acceptable by even minimal standards. Although Empire Today aggressively sought payment in full on the day installation was completed, since then they have failed to respond in a timely manner to multiple communications from me or to rectify the obvious installation problems.

  

  Business Response

  Date: 02/28/2025

  We appreciate the customer contacting us regarding their concerns.

  The customer was advised that a replacement had been approved and requested a new product.  We scheduled a reselect and we are currently waiting for the customer to confirm selection.

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

   

  Customer Answer

  Date: 03/01/2025

  Complaint: 22926428

  I am rejecting this response because it does not reflect the current status of the situation. 

  I am relieved that Empire has agreed to remove and replace the engineered hardwood floors in all rooms. Yes, I met with sales rep ****** on 02/27/2025 to review replacement products, but the colors of the two other products presented do not meet my needs. Discussions during this visit added to the conflicting and confusing information I have received about various products and repairs to my floors. Additionally, ****** could not respond to my concerns about the proposed moisture barrier and possibly re-installing the same Deerfield product as before. So, I requested to speak directly with an installation manager before moving forward.

  ****** could not reach an installation manager by phone, but he promised to forward my request. Either Will, ******** installation manager) or ***** (more senior installation manager?) will contact me. To date I have not heard from either of them. However, in a call from Empires scheduling department on 02/28/2025, I agreed to installation date of Thursday 03/06/25 so that I am at least on the calendar. I trust that a manager will contact me before then to discuss my concerns.

  Sincerely,

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

  

  Business Response

  Date: 03/06/2025

  We have spoken to the customer and the replacement is scheduled for March 13, 2025 per the customers request.

  Customer Answer

  Date: 03/09/2025

   
  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,
  
  ***** ********

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22926428
  
  I am rejecting this response because:
  
  Dear BBB:
  
  I wish to reopen Complaint ID # ******** against Empire Today, LLC (Empire) because they failed to follow through on the resolution agreed to on 03/09/2025.
  
  On 03/05/2025, I spoke with **** ******, the installation manager at Empire. He assured me that the proper way to resolve the problem was to rip out the existing Deerfield engineered hardwood, apply Red Guard as a moisture barrier on the concrete floor, then install all new flooring. I agreed to Empires proposal and closed my BBB complaint on 03/09/2025.
  
  Repairs were rescheduled to begin on Thursday 3/13/2025. However, on Wednesday 3/12/2025, the subcontractor **** for Empire came by to assess the job. Before leaving he advised me that the work proposed by Empire would be improper and he could not take on the job as stipulated. Therefore, no work would begin on 03/13/2025. He promised to send a message to **** ****** who would call me to discuss. I have not heard from **** ****** or anyone else from Empire.
  
  ***** W. ********
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/20/2025

  The Installation Manager spoke with the customer. 

  We are scheduled for replacement on March 22, 2025.

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 22926428
  
  I am rejecting the latest response from Empire. In spite of previous promises to provide a new installation throughout the entire house, the ******* installation manager contacted me on 03/18/25 and stated that the original installation crew would be arriving on 03/22/25 to address areas of most concern. In addition, he stated he had no control over the crew or how long the repairs would take, and left me with the impression that it was up to the crew to determine if there was a problem or not.

  This is another illustration of conflicting promises on how to address the problem, as well as the lack of concern about the inconvenience I am suffering as a result. In preparation for the installation on 3/13/25, for example, I took 3 days emergency PTO from work to prepare the house and to be available during repairs. I reserved a hotel room in anticipation that I would not be able to sleep in my house for several days. So, Empires failure to show up on 3/13/25 resulted in unnecessary use of my PTO and a loss of $300 because I couldnt cancel the hotel reservation in time. The manner in which Empire has handled my warranty repair claim to date has been disappointing and unacceptable!

  On 03/20/25, Empires corporate installation manager, who happened to be in ******* on other business, came to my home to assess the installation.We mutually agreed that the scheduled repairs on 03/22/25 should not and would not take place, and that he would evaluate my project to determine how Empire will resolve the matter. I am awaiting further communication from him. Therefore, I consider the matter to be unresolved and would like to keep my BBB complaint open at this time.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/10/2025

  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.

  Nov,2022 had luxury hinyl planks installed-8000. They did not let planks climatize in my house prior to install nor did they leave an extra box or 2 in case any repairs were ever needed Planks started coming up in living room about 6 months ago they said no more warranty 300 to fb one to my house to evaluate but nothing about how much might cost to repair. So I put a rug over the area since I did not have 300 Contacted again last week I asked to purchase 3 boxes of planks they told me they would not sell them to me I now had to pay 250 to come out to evaluate I am unable to find the planks anywhere on my own.

  

  Business Response

  Date: 02/26/2025

  We appreciate the customer reaching out to share their experience.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customer vinyl plank ******************** was installed in November 2022, as such, the labor warranty has lapsed. As a gesture of goodwill and customer satisfaction, a manager assessment was performed at no charge to the customer and a claim forwarded to the manufacturer for review for claims under warranty. Please be advised this process can take up to six (6) weeks for the manufacturer to reply.

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

  Customer Answer

  Date: 03/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is in progress to hopefully end satisfactorily. They have submitted a warranty claim to the manufacturer and that can take several weeks to hear back. Unfortunately I do not know the resolve at this time , but an employee assigned to this matter appears to be very efficient and knowledgeable and I believe we will come to a mutual agreement. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:02/10/2025

  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.

  Had 2 rooms of carpet installed, seams in carpet are really noticeable! **************** is unreliable! No proper response to correct issues with carpet installation. Numerous calls to customer service, Totally Unresponsive to correct faulty installation

  

  Business Response

  Date: 02/25/2025

  We appreciate the customer contacting us regarding their concerns.

  We have scheduled a replacement with the new product for March 3, 2025.

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

• Initial Complaint

  Date:02/10/2025

  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.

  The molding that was installed has separated. Due to the expansion of the flooring. The molding must habeen cracked and now the separation is visibly noticeable. I want itrepaired

  

  Business Response

  Date: 02/11/2025

  We appreciate the customer contacting us regarding their concerns.

  As a goodwill gesture we will replace one piece of the quarter round at no charge to the customer.

  The repair is scheduled for Tuesday, February 18, 2025.

  Customer Answer

  Date: 02/11/2025

   
  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:02/09/2025

  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 carpeting approximately a year ago. When the salesperson explained the great extended warranty plan that she said covered ANY accidental damage I asked if it covered things like if my dog would damage it. She saw that I had a German Shepherd and I told her she can get into mischief. Well the dog got into mischief and tried eating a black printer ink cartridge and make a mess of the carpet. I called in the damage, explained what happened and followed all procedures to show the damage. A week later I got a phone call telling me that it would cost over $1,000 to fix the damage and that cost would be charged 100 % to me. I was then informed that accidental damage caused by a dog only included damage from bodily fluids. Really? Let like ****, pee, or puke? That was absolutely contrary to what the salesperson told me and I feel that this was a fraudulent way to do business. I was told that I should have read the contract. Really? Who does that? What a great way to rip off the consumer. Have a salesperson tell you one thing and then try to cover up by saying you should have read the contract. I sent an appeal letter but they didnt even bother to respond. If this is their standard practice I think that they can count on a class action lawsuit down the road to compensate all the people that they have fraudulently ripped off.

  

  Business Response

  Date: 02/28/2025

  We appreciate the customer contacting us regarding their concerns. We have spoken to the customer.

  The dog biting the ink cartridge was not considered accidental damage thus the coverage was denied under the extended service plan.

  The manufacturers stain warranty excludes stains caused from ink.

  We have offered the customer a discounted cost to replace the affected room. The customer has declined our offer.

  We hope the customer will reconsider so we may resolve the matter amicably. 

• Initial Complaint

  Date:02/05/2025

  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.

  A carpet installation was performed on Sept 2024 at my home by Empire Flooring Installation team. I have paid approximately $708.00 towards the carpet, The initial cost of the carpet totals $5095.31 My carpet install day was very stressful. The communication barrier between myself and the two male gentlemen that came to install did not help the issues and concerns that I had while they were at my home. Aside from the carpet being low quality due to them not placing down a carpet padding under one of the rooms. The other main issue i had noticed after the company left, was the MANY mis cuts that i was vacuuming up. The carpet was cut short and then puzzled peiced in with staples, The damage of my daughter's bed, my son's desk, my bed along with several walls scraped up and molding dented. I contacted Empire Flooring numerous times during the install date, I had to request an interpreter with no resolutions to all of my concerns. Empire Company did admit that they were short staffed that specifc install date and sometimes they send "Helpers" to help insall and that they may not be "skilled". The carpert wasmis cut so badly that the plywood is showing in some areas. The carpet is also pulling up and shedding as i walk on it, Empire Flooring offered to rip out the carpet and reinstall the same type of low-quality carpet without padding, They had also asked for me to sign an agreement to not speak negatively about the issues and the company. I did not sign that agreement. Empire ensured me that when I agreed to choose them for the job that i would not be disappointed. Having Empire flooring back in my home to potentially damage more of my property is not an option for me. I am so very disappointed with Empire Flooring and how they did not deal with the several property damages and the horrendous carpet install. I request to be contacted on this issue as I can better explain and submit photos. Thank you, *** *****

  

  Business Response

  Date: 02/25/2025

  We appreciate the customer reaching out with their concerns.

  A resolution specialist is in contact with the customer and has provided fair and reasonable options to resolve this matter. 

  We apologize for the customer's experience and look forward to resolving this matter amicably.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  Good afternoon, 
  I spoke to a BBB representative today about my claim that was closed yesterday.  I had received postal mail notification on 3/5/25 that the claim would close in 7 days.. The BBB representative stated that there are no records of my email address.  
  I am requesting to reopen the case (********) as this case was not resolved.
  Due to the many reasons for Empire Flooring not fulfilling my concerns on the faulty installation of carpet in my home. There were several household damages that occurred while Empire was installing my carpet (Sept 2024). 
  The proposal that Empire flooring proposed to me was not satisfactory and unacceptable to me. 
  
  Thank you, 
  *** *****
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 03/14/2025

  The resolution specialist contacted the customer and provided options to resolve including service under their warranty terms and an accommodation. Again, we feel the proposed resolution to be fair and reasonable.

  We apologize for any further inconvenience to the customer and thank them for their additional feedback.

• Initial Complaint

  Date:02/05/2025

  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.

  Ive had my new floors for less than a year. There were issues with the install as well as customer service when it came to getting it fixed. I only got help after I submitted a Yelp review. I reached out to them a few weeks ago because many of my LVP planks are separating with large gaps. Someone came out for an inspection. I was told ** get a call in 1-2 business with their findings. Fast forward two weeks and I had to call them. They are claiming this could only happen if I either had a water leak or I was using too much water when I mopped! I said I have no water leak and had no problem getting a plumber to come out and verifying that. They said it didnt matter because that would just mean it was my fault for using too much water. I bought water resistant LVP floors, Im not dumping buckets of water on the floor. I use a swiffer. They said Id have to pay for a new install. This cannot be best practice.

  

  Business Response

  Date: 02/25/2025

  We appreciate the customer reaching out to share their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. A manager completed an assessment and noted some moisture related concerns. We have submitted the photos and findings to the manufacturer for review for claims under warranty. Please be advised this process can take up to six (6) weeks for the manufacturer to reply.

  We apologize for any inconvenience and thank the customer for the opportunity to investigate this matter.

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22904438
  
  I am rejecting this response because: they sent me links to independent inspectors. I sent one of them pictures of my floors and the email I got back stated this was 100% on Empire Today to repair. I forwarded this email to Empire. I have received no updates. I called and wait over an hour on hold then chose to opt for the call back option. They dont even call you back until the next day. Which makes no sense. When they call they hang up after two rings before I can even answer the phone. I replied back in an email about my concern and I got a one sentence email without even a signature that says still in review. I have no updates outside of this. This is the worst customer service I have ever experienced. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 03/07/2025

  We apologize for the customer's inconvenience and have offered to repair the flooring at no cost to the customer.

  Service is scheduled for Saturday, March 15th. 

• Initial Complaint

  Date:02/04/2025

  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.

  Transaction / installation date 1/09/25. Empire Today was to istsall high quality carpet and pad on our stairs and upper floor. The carpet and pad they sold us was poor quality, thin, and sub par for the $8,000 they charged us. We were told it was the best pad, and paid extra, but is is worse than the 20 year old pad they removed. The carpet is just as bad, and is wrinkling already. You can feel the seams with your feet. The installation was terrible and unatractive on the stairs. Seams and patterns are not right. The workers chipped/cracked our ceramic tiles in our entry way by carelessly dorpping hammers and tools while working on the stairs. When we brought it to their attention, they appoligized and even offered to fix it themselves. The company is saying there is no proof that their workers did the damage to our tile. Empire is only offering to re-carpet the stairs with the same poor quality product, or charge us more money for the high quality we should have gotten in the first place. The workers also damaged wallpaper, moulding, and knocked a chunk out of a door while moving furniture.

  

  Business Response

  Date: 02/24/2025

  We appreciate the customer contacting us regarding their concerns. We have attempted to reach the customer to discuss howd they would like to proceed. We request the customer return our correspondence efforts. We look forward to amicably resolving this matter.

• Initial Complaint

  Date:02/04/2025

  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 flooring installed by Empire. They sent a sales person out. He Looked things over and gave us a price. He showed us some samples. We picked out one. He saw we we two dogs. Stated that the flooring was pet proof. I am a disabled veteran and he knew that I would be using a wheel chair on it. The flooring has started coming up. The corners and where the boards were **** together are coming up. The flooring is six months old. They said that they would not cover it because of the pets and using they wheel chair.

  

  Business Response

  Date: 02/20/2025

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and service is scheduled for February 21, 2025 to assess the concerns.  Once completed, we will provide the customer with resolution.

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

  
  

• Initial Complaint

  Date:02/03/2025

  Type:Order 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 ***** Maddy, & *** ********) had a quote from *** ******* from Empire today for a new floor for our kitchen and laundry room. After being told a crew would do the job in one day, a single person showed up to do the work without enough materials and not being told he had the laundry room to do he would need a 2nd day. No problem. He did not take up all old flooring this In turn left a floor that had multiple layers of flooring, Old flooring was to be removed to subfloor so everything would be level. Contractor added plywood underlayment, not staggering the joints. Then glued the tiles over the uneven floor. There are air gaps between the underpayment and popping tiles on the first day. We have tried to get someone from customer service to help and kept getting put on hold for ***** minutes at a time. Then being told we would get a call from a manager. No matter what number we called could get ahold of the proper person. After a week The original installer shows back up Says he did remove everything and has pictures (so do we) then proceeds to nail the tiles back down, NAIL the glue down tiles. Then says he wants to come back and somehow pour leveling compound under the completed floor. I have more photos and a copy of contract that showed removal of old vinyl flooring that was not done and is the root of all the problems contract is under *** ******** as he was the one that was home for the service, I (*** ****) am the homeowner.

  

  Business Response

  Date: 02/18/2025

  We appreciate the customer reaching out with their concerns. 

  Service to complete the necessary repairs was completed on Monday, February 10th. We are please to share that the customer reported that they are satisfied with the repair work.

  We apologize for the customer's experience and inconvenience. We thank them for the opportunity to address this matter.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22894190
  
  I am rejecting this response because:
   While the rework was completed we are still awaiting a credit we were told we would receive for the tearout of the old flooring that was not completed as well as a credit for the inconvenience of being without a kitchen for 3 weeks
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 02/25/2025

  We are pleased to have reached a fair and reasonable agreement with the customer.

  We apologize for the customer's inconvenience and appreciate the opportunity to address this matter.