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
- 1,830 total complaints in the last 3 years.
- 491 complaints closed in the last 12 months.
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Initial Complaint
Date:12/10/2024
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 purchased an entire floor project from empire today. The product has been down for about 8 months as completely falling apart. I have had installers to my home 6 times now and they all but refuse to fix anything. The customer service team
Business Response
Date: 12/27/2024
We appreciate the customer contacting us regarding their concerns.
We have spoken with the customer and service is currently scheduled for December 30, 2024.
We apologize for any inconvenience and thank the customer for the opportunity to address their concerns.
Initial Complaint
Date:12/10/2024
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 were told prior to installation and acceptance of contract we would have no transition strip for the *** flooring to be installed throughout the entire bottom floor (1100 square feet) we however do and it doesnt match flooring and is a trip hazard. We also have to incur cost for installation of our pedestal sink base that could no longer be installed after flooring installed that Empire did not make us aware of. We were left with a huge mess with dust in our air ducts and everything else. We have numerous gaps within the molding where we were told there would only be an issue at our bathroom door. We are incurring cost that we would have needed to know as the flooring cost is now higher than we would have agreed to. We have called numerous times and the same installers came out and would not fix stating its our problem.Business Response
Date: 12/27/2024
We appreciate the customer contacting us regarding their concerns.
We have reached out to the customer to discuss their concerns but have not yet spoken with them.
We look forward to speaking with the customer and resolving this matter amicably.
Customer Answer
Date: 01/02/2025
Complaint: 22666608
I am rejecting this response because: I have been informed that there will be a cost to us from Empire to correct the issues that they created. They set up an installation date that we agreed to not knowing we would have a cost. We have reached out to ***** ****** from Empire requesting an explanation and we have not received one. This was Empire who created these issues not us as the consumer. ***** has not addressed the issue to be resolved in detail. Thank you
Sincerely,
******* ******Business Response
Date: 01/08/2025
The customers concern for the transition has been addressed. Their remaining concern is for their pedestal sink. This is a site condition and the customer is responsible for any adjustment that are needed after installation is completed. The customer declined have an additional layer of plywood installed during the installation.
We have offered the customer a fair and reasonable discounted quote to replace the bathroom flooring and add a layer of plywood.
We thank the customer for their feedback and the opportunity to address their concerns.
Customer Answer
Date: 01/10/2025
Complaint: 22666608
I am rejecting this response because: The transition strip that was installed and should not have been remains unresolved with no explanation. We have more than one issue remaining with the pedestal sink, as we have creaking floor in between the garage and the kitchen area, we also have one inch gaps at every door to floor. We declined the plywood from the installer because they wanted to install over the existing flooring while our contract specifically states flooring to be removed. We asked if we didn't do it what would the issues be and they indicated a problem (gap) at the garage door and the bathroom door, which there is and we accepted. We were not told there would be gaps everywhere. We have not been offered a quote of any kind to repair the issues, in fact I emailed ***** on 1/3/25 requesting the cost she keeps referring to and requested a detailed itemization of what will be corrected and to date we have received no response of any kind from her. I have this communication in email. How are we to move forward? We do not have a quote or a clear explanation of why as the consumer/customer we are being penalized for their lack of communication and mistakes.
Sincerely,
******* ******Initial Complaint
Date:12/09/2024
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.
Location: **************************************************** ************ was hired to put in carpet on the lower level of my house. I told them to call me if there were any problems. They did not tell me that they were going to take down doors to put down the carpet. After the carpet was put down, the doors would not close, so they left the doors off the hinge and told me that I would need to hire someone to shave down the doors so they fit.Business Response
Date: 12/10/2024
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer and referred the customer to contract, under Installation Requirements, which state that the customer is responsible for cutting or adjusting doors following installation. Installers will only rehang doors if possible.
We thank the customer for their feedback.
Customer Answer
Date: 12/10/2024
Complaint: 22660724
I am rejecting this response because:I requested them to contact me or my husband, if any type of problem would acure. But, no response was made, only doors laying in my hallway. I thought if you do the work, and you move anything. You should put it back, and not make excuses for us to put out more money to complete to me this was a bad mistake.
Sincerely,
***** *****Business Response
Date: 12/10/2024
We followed the contract where it is stated on page 10, under the installation requirements, that doors are specifically notated that it is the customer's responsibility to cut or adjusts doors after installation. The customer's request for us to cut doors or pay a third party to do so was denied as it is not Empire's responsibility.Initial Complaint
Date:12/09/2024
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.
On 5/5/24 I placed an order for new flooring. It was installed within 72 hours. The flooring in one room is dipping and popping up. I called Empire on 11/15 - told someone would call within 3 days. I called back on 11/25 - was told someone would call within 24 hours. Received a text on 11/26 - told to send photos of floor and scheudled for *** to come on 12/6. On 12/4 I received an email asking about the floors and to send photos. Responded with photos and explained someone had texted me and was coming on 12/6. No response to email. On 12/5 I texted the number to confirm a time - no response. On 12/6 I texted again - no ***onse. Called Empire - they were unable to contact ************** and told me I would receive a call before the day was over - no call. Called 12/9 - was given numbers of service tech and manager - no answer. They were unable to get in touch with the ******* team as well. Nobody is helping me. Tech's name is ******. Manager's name is *******.Business Response
Date: 12/27/2024
We appreciate the customer contacting us regarding their concerns.
We are reviewing the results from the recent assessment. Once the review is completed, we will reach out to the customer with resolution options.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 01/06/2025
Complaint: 22660491
I am rejecting this response because:after I continued to ****** the customer service line daily, someone finally put me in touch with the local general manager. He sent someone out to assess the floor the next day (12/19). That person said empire will call you next week to schedule a repair. As of today (1/6), nobody has contacted me.
Empire reiterates how good their customer service is but I have yet to see that after they received the initial order.
Meanwhile, I receive DAILY emails stating that they can install floors this week! Yet, they are unable to stand by their work.
Sincerely,
**** *****Business Response
Date: 01/10/2025
We conducted an assessment of the product and the assessment determined the installed flooring was free of manufacturing or installation defects. The concerns were site related.
We have advised the customer that there would be a cost to repair the flooring. The customer has declined the paid service.
We have also advise the customer that if they disagree, the customer can have a certified inspection and submit the report for our review.
We hope the customer will reconsider so we may amicably resolve this matter.
Customer Answer
Date: 01/14/2025
Complaint: 22660491
I am rejecting this response because:The company finally called me back after their installer came to my home and told me someone would schedule a repair within a week. Three weeks later I was finally called after making several calls to Empire's main customer service line. I was provided with the information that I damaged the floor and would need to pay to have it fixed.
When the salesperson came to my home, they assured me the floor would stand up to a home office, including a chair. The installer said I would be fine as long as a had a plastic chair mat down on the floor, which I did. The agent (****), who called me told me that Empire would not be responsible for the repair. When I explained to him that the sales person told me this wouldn't be an issue, the agent said, "our sales people often provide incorrect information." He then told me that someone would need to speak to the installer about saying a chair mat would prevent warping issues with the floor. I explained to the agent that I would have spent more on a floor that would have held up if someone would have been honest. He proceeded to tell me, "you shoul dhave had the padding put underneath the floor so that it would hold up better." Nobody from Empire ever offered me padding for underneath the floor. If I was an expert on flooring, I would have installed this myself. I told the agent I was not satisfied. He stated that he was new and was only told to call and give me this information. He did not have a quote on the repair, after THREE WEEKS of waiting for a phone call. When I asked for a quote, he said he would email before he left for the day. That was 5 days ago. When I told the agent I wanted to speak to someone who could help resolve the issue, he said the "higher **** were gone for the day. I told him I wanted a phone call and he said it would be 72 business hours and then refused to tell me who I should expect a call from because they are entitled to their privacy.
The fact that Empire's own employee has stated to me that their sales **** are providing false information should be enough for them to want to assist in fixing this problem. I am extremely frustrated and dissappointed in the complete LACK OF CUSTOMER SERVICE. I have still not received a call from the manager at this time.
Sincerely,
**** *****Initial Complaint
Date:12/06/2024
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 laminate in July 2024 (5 months ago) Paid $3900.00 and added an additional two year warranty. I was told I had 100% coverage. A finishing strip at a threshold came loose. I filed a claim with required photos. I got a call saying the claim was denied and that particular part is "not covered under the warranty". I explained that we had not done anything g to cause it to come separated from the flooring. It didn't matter. I was again told it was denied.I called the sales *** and complained. He called me back saying I have 100% coverage. Apparently not because it's not being ***aired.I find it very hard to understand this claim being denied!! 5 months after install and they aren't covering a very simple ***air!! I'm pretty sure any real damage in the future will also be denied.I had planned to redo my unstairs after the holidays but after such a terrible response to a very dimple problem I wouldn't spend another dollar at Empire Today. Very very disappointed and angry.Business Response
Date: 12/10/2024
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager contacted the customer and a service is scheduled for Thursday, December 12, 2024.
Customer Answer
Date: 12/11/2024
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:12/06/2024
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.
They installed flooring October 23 November 6. I called at 4:40 about a spot on the floor that needs to be looked at seems to be not connected right clicking noise received reference number and as of 1119. I had no call back. I called Empire again on 1119 at 3:25 PM Gave them. My reference number told I needed to talk to ******* and customer service manager. She would call me back from an ****** number. I kept track of my phone no callback as of 1129 on 1129. I called Empire again at 2:54 PM. I was on hold until 313 then I called back and got a hold of somebody at 3:16 PM Gave them the whole story. I was told that ******* had noted in our account that she had left a voicemail and emailed me on 1121. There is no record of either of those by me. I checked my spam email all of my email I checked all of my phone calls in Received everything no record of either one the man I talked to said he left her a voicemail he couldnt transfer me because she was on the phone and she would contact me on 12 two I still hadnt heard anything so I emailed the empire this time and I told them if no contact by 12 three I was gonna be contacting corporate on 12 four I received a voicemail at 3:56 PM. All they said was they were empire today call them back at their generic number ************ and talk to them to set up service. I called them back at 4:30 PM. Same day. I was told once again I have to talk to ******* she was on the phone. She would call me back nothing as of 12 six still nothing. I called again at 1:20. Tiffanys told me oh they called you three times and sent emails. I said no they have not. I have received one voicemail and that was on 12 four. She said well because they tried to contact you. Theyve closed that ticket youll have to File a new ticket and itll be 1 to 3 days before they contact you. I said no give me your corporate number she gave me ************. I have called two times both times after being on hold. It tells me my call cant be transferredBusiness Response
Date: 12/23/2024
We appreciate the customer contacting us regarding their concerns.
We have attempted to contact the customer to discuss resolution to the customers concerns. The customer has not yet responded to our attempts to speak with the customer.
We look forward to hearing from the customer and resolving this matter amicably.
Customer Answer
Date: 12/24/2024
Complaint: 22650678
I am rejecting this response because:they left me one message with a phone number to call them back. When you call the number and I pressed the extension (4560) they say to dial it eventually says press 1 to leave a message or hang up. You press 1 and nothing happens. I called that number 11 times in 2 days with same response every time. I received an email asking for pictures and/or video of problem and to let them know my availability on the same day as voicemail which I responded to immediately. No response to that. Im ready to go to the next level if they dont fix this problem soon. Thank you.
Sincerely,
****** *******Business Response
Date: 12/30/2024
We were able to reach the customer and have scheduled service for January 31, 2024.Customer Answer
Date: 12/31/2024
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. They arrived on 12/31 between 8:00 & 8:30 as promised and repair was completed satisfactorily. The service tech **** was WONDERFUL!
Sincerely,
****** *******Initial Complaint
Date:12/05/2024
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 laminate floors installed on November 29, 2024. The floors were done well, but the quarter rounds were unprofessional looking because they were cut too short and then pieced together which made for an unprofessional and unpolished look. I notified Empire about my disappointment and being dissatisfied with the final product. I spoke with ******* A. ***** who instructed me to send pictures and some other requests via email. Once he reviewed the pictures he told me that they would not repair the quarter rounds and that there would be no credit given. This is the second situation I've had with Empire in a similar situation when they tiled my bathroom floor but didn't remove the old tile as quoted. They put the new tile over the old floor and they never installed the quarter rounds. The only difference is that they actually sent someone out to look at the work and ultimately reimbursed me an amount I didn't agree with but I took it. Empire does not care about customer satisfaction. I paid all the money up front but received an unprofessional and unpolished services. No one apologized or offered any resolution. I'm a disabled war veteran. I needed my floor done for years but I didn't have the money. When I won my claim with the ** I finally had the money to repair the floor. I feel as though they took advantage of me. An easy fix for the quarter rounds but refusal to repair or even send someone out to look. Disgrace!!Business Response
Date: 12/11/2024
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager contacted the customer and the service is scheduled for Friday, December 13, 2024.
Initial Complaint
Date:12/05/2024
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 new carpet with installation provided. We also purchased the moving agreement which included safely moving our large items out of the work area so they can install the carpet. The carpet was installed in a timely manner on Nov 30th 2024. But we had found a paper coffee cup left behind from a gas station that is no where near us. Not a big problem. But when we went to turn on the living room TV, the picture was extremely dark and pixelated, and basically junk. I called the project manager **** several times with no answer. I reached out to the contractor and they dont understand how the TV got broke but did admit it was working when they got there as myself, 2 other adults and 3 kids were watching a Christmas movie when the crew arrived. I was told that I would be hearing from someone that day. I ended calling the national call center to file a complaint. Myself or my wife didnt hear anything for nearly 2 days, and we were then given an email, and called by a very rude and indifferent individual asking about our claim. We havent heard anything since and its been 5 days. Ive reached out several times to the project manager **** and have gotten the run around. In the meantime we were able to buy another TV for much less than the value of the TV we had broken. The TV that was broken was a 75 ************* that we paid 1100 dollars for 9-10 months ago. We purchased a Black Friday special for only 500ish dollars. All we want is to be compensated for the TV we had to purchase. THESE PEOPLE ARE CROOKS!!!!Business Response
Date: 12/20/2024
We appreciate the customer contacting us regarding their concerns.
We have contacted the customer and resolved the matter amicably.
We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:12/05/2024
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.
On Friday, November 15th carpet installers arrived to install carpet in 3 bedroom + closets. Extensive damage to base boards in every room during install. I called and notified ******, the sales guy and was referred to ****, **************** Manager. Different installers came out a week later to "repair". Repair made it worse as they simply were not qualified to perform the service.Business Response
Date: 12/23/2024
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and are in current negotiations with the customer for a monetary accommodation to the order. We appreciate the customers feedback and look forward to amicably resolving this matter.Initial Complaint
Date:12/04/2024
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.
The carpet was installed on November 11, 2024 by Empire Today. The sales representative did the measurements. I explained to her that I would like the seam to the long axis of the living room near the radiator. She confirmed she would take care of it. I chose a deeper tan called the Chateau rug as shown from the samples but when installed it was lighter like the Citadel rug sample. As the installers were in the process of installing the rug I informed the sales representative It wasn't the right color and the seam was completely in the wrong spot. The seam is very noticable from where it is into the entry of the living room. There were multiple pulls and it was coming up around some of the edges near the radiator and pipe. I sent several messages and called multiple times. I finally got through to a ***** and was told to send pictures. ***** then sent it over to ****** who is the district manage, she sent out an installer to see the seams and fix some of the edges and he informed me he couldn't change the seam and they said I would have to pay for a whole new rug to change the color I did't choose and to fix the seam. The installer tried to call his boss but there was no response. I called ****** again to let her know and she said she sent over the boss but it was the installer, he said he couldn't do anything without his bosses okay. I been keeping plastic over the rug for 3 weeks so nothing gets on it. ****** didn't respond for days, when she finally did she said nothing more could be done. I then told her I'm not happy and will go to the better business bureau and she said fine she already knows what she will say. There was no empathy or understanding that I was a dissatisfied customer. I called everyday and tried to get help to resolve this for over 3 weeks.Business Response
Date: 12/19/2024
We appreciate the customer contacting us regarding their concerns.
After further review, we are offering to replace carpet under the labor warranty.
We look forward to hearing from the customer to schedule the replacement.
Customer Answer
Date: 12/23/2024
Complaint: 22641824
I am rejecting this response because: The main problem is the seam. There offer will not work because they are offering to put the seam in the same place. No one has come out to personally look at it. I just rather be reimbursed or change the seam placement. This has been going on since November and I still have plastic covering my carpet to protect it and management has been very difficult to talk to.
Sincerely,
****** ****Business Response
Date: 12/30/2024
We are offering to replace the install with the seam in the same place at no cost as it is covered under the labor warranty.
The ************* Service Manager offered to move the seam per the customer's request for a replacement but there will be a fee due to it will require more material..
We are hoping for an amicable resolution with the customer.
Customer Answer
Date: 12/30/2024
Complaint: 22641824
I am rejecting this response because: The seam is what the problem is. Replacing it in the same spot doesn't fix the problem. Its been going on since November. I still have the plastic on the carpet. I'm a dissatisfied customer. I just want to be refunded, they can get the carpet or just fix the seam to how it should of been in the beginning.
Sincerely,
****** ****
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