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
- 1,832 total complaints in the last 3 years.
- 495 complaints closed in the last 12 months.
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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:12/19/2024
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 attached my letters. Please read
Business Response
Date: 01/08/2025
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled an appointment for January 14, 2025 to replace planks so we can send the installed flooring to the manufacturer for testing. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 01/09/2025
Complaint: 22712444
I am rejecting this response because: Empire is coming out on January 14th, 2025 to take some planks and dust for testing. I reject the business response to keep the complaint open because until we hear back from Empire after they send the planks and dust to ****************** for inspection and tessting. Thank you
Sincerely,
***** ***********Business Response
Date: 01/15/2025
We have collected the samples from the customer's installation. We have requested the manufacturer test the samples. Once the results have been provided we will inform the customer of the findings.Initial Complaint
Date:12/17/2024
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.
Our nightmare with Empire Today started in the summer of 2023. We decided that our current home would be our forever home and that we would have our kitchen updated. The construction company told us that it was best to have the flooring done first. We decided to have our entire first floor done in hardwood. The original Empire installers were so horrible that Empire agreed to tear out and re-install the flooring this past summer. We were told there would not be an additional cost. That was a lie, after they ripped up the flooring they told us it would be $1000 for them to complete the job. The new installation was also a disaster. We spent a lot of money on a new kitchen with custom cabinets and all new appliances and new painting after the original floor installation. The new installer damaged everything! The worst thing the new installer did was discard our original cabinet base shoe molding around our custom cabinets and replaced it with a quarter round that is too big and was haphazardly installed. They did not replace the design molding around our cabinets, leaving them unsightly. The whole job was rushed and looked ***************** fact, we had to bring to his attention that one of our air vents had been covered up with the flooring and that they had covered the central vacuum vent in our kitchen and because of the nails pounded into the vent it no longer works. This new "retrofitted" installation has resulted in damage to our cabinets and walls, gaps around the appliances, dent in the refrigerator, and heart-breaking disappointment once again!Even our stained custom island was damaged by the installation machine, which the new installer tried to fix with stain from his truck. I have shared before and after pictures with Empire but no one will contact us.Our request is to have Empire come to our home to assess the damage and discuss the next steps.Business Response
Date: 01/03/2025
We appreciate the customer reaching out to share their experience.
The local office has attempted to reach the customer several times to discuss the customers experience and how to rectify their concerns. Weve not yet spoken with the customer.
We look forward to hearing from the customer and resolving this matter amicably.
Initial Complaint
Date:12/16/2024
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.
Issues have arisen with the flooring installation completed at my residence by Empire Today, specifically defective transition strips due to poor workmanship and substandard materials.Installation and Warranty:Empire Today installed flooring at my home on November 9, 2023, with a 1-year warranty expiring on November 9, 2024.Initial Repairs:Months after installation, transition strips began loosening. Empire Today repaired them on March 12, 2024, assuring me the warranty would be extended for the repair-related issues.Incident on November 29, 2024:A guest tripped over a loose transition strip, and inspection revealed all strips were loose again, including those repaired in March.Attempts to Resolve:December 1, 2024: Contacted customer service; no response.December 2, 2024: Emailed ***** ******, who redirected me to general customer service.***** Y from ***************************************************************************************************************** stated the strips were no longer covered.Warranty and Claim Denial:Despite purchasing an extended warranty (Contract No. BM86934) covering such issues, my claim was denied on December 20, 2024.Concerns:The repair warranty was assumed to extend coverage by one year from March 12, 2024. The repeated failures of the strips suggest poor workmanship or substandard adhesive, especially compared to similar installations in my previous home, where strips lasted over 15 years.Request:I request Empire Today to honor the extended warranty and repair the defective transition strips at no cost.Business Response
Date: 12/27/2024
We appreciate the customer contacting us regarding their concerns.
We have contacted the customer and resolved the matter amicably.
We thank the customer for their feedback.
Customer Answer
Date: 12/30/2024
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:12/12/2024
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 did all my flooring for condo in 2014. The carpet hasn't worn well and looks horrendous. Only one person has lived in the unit. The carpet is fraying and is worn in even non traffic patterns beyond what is normal. I reported to Empire Dec 2, 2024 and they said they would get back to me in 1-3 business days. I have placed numerous calls since then. On Dec 5th they assigned me to a rep. ******* and I have been trying to contact her numberous times. On Dec 10th, she promised to send me a link to send the photos of carpet. That didn't happen. It is just taking too long for them to agree on how to handle this warranty issue. I was given a lifetime warranty on the carpet. I have had many other carpets in my life and they didn't wear as poorly as this carpet. Again only one person.Business Response
Date: 12/30/2024
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 February 7, 2014.The customer understands there is no manufacturer's warranty on the carpet as this is rental property.
The ************* Service Manager offered a discounted cost to replace.
Customer Answer
Date: 12/30/2024
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. My only problem is how long it took to tell me the information about tenant situation. The warranty was a lifetime when I purchased. If on my call back a month ago they should have asked if I had a single tenant, it would have saved me a lot of time.
Sincerely,
*** ****Initial Complaint
Date:12/11/2024
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.
Had LVP installed in several areas of my condo in the summer of 2020. A spot in the kitchen cracked due to incorrect installation. I could not get resolution from Empire Today and contacted BBB in April of 2022. BBB helped resolve that dispute. In July 2023, the repaired area in the kitchen separated and Empire Today repaired again. On 08/20/24, I contacted the same customer service agent I had worked with in the past, ****** *****. I was notififed she switched positions and was given a new contact with the name of ******. I left several voice messages for ****** in September with no response. On 09/27/24 I opened a ticket with the service center ***************). **** ***** responded on 10/03/24 to send pictures. Pictures sent on 10/06/24. I sent various emails throughout the month of October with no response. On 11/1/24 called the service center, the service center set up an appointment with the service manager on 11/6/24. Manager approved the repair. Sent numerous emails in November with no response. I need help getting the warenty repair executed please.Business Response
Date: 12/27/2024
We appreciate the customer reaching out to share their experience.
Service was completed on Saturday, December 21st.
We apologize for the customer's inconvenience and thank them for the opportunity to address this matter.
Customer Answer
Date: 12/30/2024
Complaint: 22673807
I am rejecting this response because:1. The work order the service technicians had on Saturday, 12/21/24 had the wrong name on it. I have repeatedly asked that my account reflect the correct name. My name is ***** *****, not ***** *****.
2. The repair was completed on Saturday, 12/21/24, but I have not received the "Empire Certificate of Completion".
Sincerely,
***** *****Business Response
Date: 01/03/2025
We apologize for the further inconvenience.
The requested paperwork has been provided and the account name has been updated.
Initial Complaint
Date:12/11/2024
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 purchased 2ys ago LVP FLOORING for 2 bedrooms 1 Office, stairs and hallways. The flooring in the hallways and Office started to separate at the joints and curl in the office. We contacted customer service and was led to believe that Empire Today was sending someone out to repair the planks but as it turned out it was one to see the problem areas and we were charged $250 for that so called service. We told that someone from Empire Today will be contacting us with in a few days. After a week went by we called and left a number of messages. Another week went by and we finally received a call back Empire Today wanted to charge us ******* for them to repair the flooring that was only two years old in only one room. Totally unacceptable!!!Business Response
Date: 12/27/2024
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 September 22, 2022.The ************* Service Manager contacted the customer and has arranged for a discounted billable service scheduled for Monday, January 6, 2025.
Initial Complaint
Date:12/11/2024
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.
Purchased rugs for the whole house in October of 2016. I do realize the rugs are 8 years old and just want to let consumers know that EmpireToday is overpriced and the quality of rugs low grade. They offer a 20 year warranty on their rugs but it offers almost nothing. I have noticed buckling in some areas of my rugs. EmpireToday let me know that I should have had my rugs professionally cleaned every year and because of the age of my rugs, this would be a paid service on my part. Also, said they would not perform the service since the carpet could rip. I was recommended to find an outside service that would perform this work. I am writing this complaint to express that I am very disappointed in purchasing my rugs from EmpireToday. I feel that after only 8 years with a house hold of 2 people, my rugs need to be replaced. One thing for sure, I will not be calling on EmpireToday!Business Response
Date: 12/17/2024
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 November 19, 2016.The customer is out of warranty. Customer understands.
Customer Answer
Date: 12/17/2024
Complaint: 22672044
I am rejecting this response because: Carpet has buckled after 8 years. My husband and I are senior citizens and the only people occupying the house. I have had a house carpeted twice by other companies. Those rugs have never buckled and were only replaced because of age. I was told there was a twenty year warranty but was not given the specifics at point of sale. Also, was not notified at point of sale that rugs had to be professionally cleaned every year. I feel Empire Today took advantage of a sale with carpeting that was over priced for the quality received. Was told nothing could be done because it is outside of warranty. I just want to express that I am very dissatisfied with this company and I will never deal with them again. If there is a solution to this, please let me know.
Sincerely,
****** *****Business Response
Date: 12/19/2024
We appreciate the customer contacting us regarding their concerns.
We do not provide stretching services for carpet that has been installed longer than 5 years.
Initial Complaint
Date:12/11/2024
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.
Empire Today installed flooring in my house on May 18, 2023. In May 2024 we noticed that an area underneath the stove had been cut incorrectly and that the subfloor under the installed flooring was showing where the floor meets the cabinets. This was noticed a week shy of the installation warranty expiring. We called customer service, and a service request was initiated. We were told to submit pictures of the area in question. Pictures were submitted and a service date was scheduled. Two days before the service date, we received a call stating that it was difficult to see the area in question in the pictures that were submitted. My husband and I tried to explain multiple times what the pictures showed. But the problem was never resolved. In November of 2024, we noticed that a few boards had started to buckle and a few of the ends had started to curve upwards. We called and placed a service request. We were asked to submit pictures of the area that needed serviced. I was informed that we had the Empire Service Plan on our order, which covers accidental damages. Then on December 10, 2024 I was informed that our service request had been denied. I want to know if I paid extra for the Empire Service Plan. If so, some sort of adjustment needs to be made since the plan is of no use to me. Twice now, Empire has not stood behind their warranties.Business Response
Date: 12/30/2024
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 May 2023 and as such a discounted quote was provided for the repair.
The customer also purchased an extended service plan which is handled by a third-party administrator and covers accidents that could happen in the home. If they wish, the customer can cancel the service plan by contacting the third-party administrator directly, they would qualify for a partial refund.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 01/14/2025
Complaint: ********
I am rejecting this response because: Complaint ******** has not been resolved.
Sincerely,
Te'**** *******Business Response
Date: 01/17/2025
The local office has reached out to the customer and would like to schedule a manager's assessment.
We look forward to hearing back from the customer and resolving this matter amicably.
Customer Answer
Date: 02/03/2025
Complaint: 22670757
I am rejecting this response because:My complaint still has not been resolved. Empire sent an installation manager out to take pictures of the area in question on January 23, 2025. I haven't back from Empire as of Thursday, January 30, 2025.
Sincerely,
Te'**** *******Business Response
Date: 02/11/2025
Despite the labor warranty having lapsed, a manager performed an assessment of the installation at no cost to the customer. The ******************** was found to be installed well and no material issues were discovered. As the damage to the flooring is site related, a cost would be applicable for its repair.
We are happy to work with the customer and provide a discounted cost for the repairs needed.
Initial Complaint
Date:12/10/2024
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 purchased stair installation using ***. This was used as the tread of the stair and they originally sent a bullnose that did not match. The *** tread was a different color than the bullnose and had knots on it that the *** did not. Empire had the bullnose color matched to try to get a closer match to the tread they sold me. It was installed incorrectly and the *** has nails protruding out of the every stair tread and it has split the ***. I contacted customer service and they sent an installer out with the incorrect color of bullnose again to do the repair. Then there is no communication from Empire after this. I sent emails and I have been trying to speak with a human for months. Instead I have to email a customer service pool and they answer weeks later saying they cannot match the bullnose to the tread. They are informed that management cannot do any special order to make the two products match. I am asking for a repair of my stairs that were installed incorrectly and for the tread and bullnose to match in color. The two products were not made for one another in the first place since they have different interlocking mechanisms. Instead they forced them together by removing the interlocking mechanism and nailed them down to force them to fit. I also told them about this and the tripping hazard on the threshold and they refused to make any changes and said no, you have to use the same product for your repair. Now they are telling me that they will use the same product and on top of that, one that doesnt match in color. I purchased the remodeling of my stairs and the products they use should be compatible and matching. I need the repairs done with the a product that matches one another and is designated to be used together and also someone to directly communicate with that is a main point of contact and knowledgeable about stair installation so they know exactly what is going on. The claim number I have listed under the account information.Business Response
Date: 12/30/2024
Standard opening for all replies to new complaints:
The ************* Service Manager is working on trying to locate the required materials.
We are awaiting a response from our Materials Management.
We thank the customer for their patience and will be in touch soon.
Customer Answer
Date: 01/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and did receive a call and an email saying they are seeing what they can do to match the product. However, there has been no action taken other than that at this point and am hoping that it actually gets done.
Sincerely,
*********************Initial Complaint
Date:12/10/2024
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.
Empire refuses to repair or replace my damaged floors. The floors were installed in the summer of 2022, and I was told that the manufacturers warranty would cover any damages beyond wear and tear. These issues are not due to normal wear and tear; rather, the product is breaking at the points where the panels lock together. When I called Empire, they initially said they would fix it by replacing the entire floor, at a cost of an additional $10,000!There are only four damaged spots on the floor, but then they changed their offer and said they could repair it for $2,600. I requested the manufacturers denial letter but never received a response.Empire refuses to take any responsibility for the situation. I suspect the denial letter from the manufacturer states that the floor was installed incorrectly. While I understand that Empire offers a one-year warranty on installation, if the installation was flawed and the damage didnt show up until 18 months later, am I expected to just accept a $10,000 loss?Additionally, much of the floor had to be reinstalled due to poor workmanship when the floor was first installed, which extended the project timeline.Empire's customer service has become terrible, and the quality of their work is even worse.Business Response
Date: 12/30/2024
We appreciate the customer contacting us regarding their concerns.
We will absorb 50% of the cost of the $2,600 repair and the price to the customer will be offered at $1,300.
We look forward to hearing from the customer and resolving this matter amicably.
Customer Answer
Date: 01/03/2025
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,
****** Fabia
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