Business Profile

New Carpets

Empire Today, LLC

Headquarters

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

1,826 total complaints in the last 3 years.
489 complaints closed in the last 12 months.

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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:12/05/2024
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 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: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 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: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.
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,

****** ****
Initial Complaint
Date:12/04/2024
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.
We first hired Empire Today to install laminate flooring in our hallway, steps, and landing. When they installed the laminate on the steps, they were not up to code and were only 9 inches wide. We hired them to come back and install hardwood steps. The installers used ***** caulk between the pieces of wood and the wood pieces are not seamless. This causes the steps to be uneven. I even had Empire Today send a different installer out who said the hardwood was not installed correctly. I called in October asking to speak to a manager and haven't heard from anyone since then. The manager did call me but I missed his call. I've since called him back 6 times and left messages. I called yesterday and talked to a customer service representative who said a manager will call me back in 24 hours. I called back tonight and was told they have 24 business hours to call me back. I was hoping to talk to a manager because I would like to see if they can install wood treads on the steps instead of wood planks because treads hold up better on the steps. Dealing with Empire Today customer service representatives has been a nightmare!
Business Response
Date: 12/20/2024
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager is working with the customer to schedule a replacement.
We look forward to hearing from the customer and resolving this matter amicably.
Customer Answer
Date: 12/23/2024

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. I am still not happy with Empire Today and will never recommend them. It is absolutely ridiculous that we are having the same company come out for the third time to fix a problem they created.

Sincerely,

**** ******
Initial Complaint
Date:12/04/2024
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 just had my new floors installed on nov 16 2024. They are coming up all over. I have contacted the empire office several times via phone calls live chat and keep getting told that someone will call me. No one has called me in about 10 days i have been waiting.
Business Response
Date: 12/20/2024
We appreciate the customer contacting us regarding their concerns.
We have been trying to reach the customer to discuss the results of the assessment and resolution but could only leave a message.
We look forward to hearing from the customer and resolving this matter amicably.
Customer Answer
Date: 12/20/2024

Complaint: 22640415

I am rejecting this response because: I have tried to reach them several times via email and calling them and their sales man too. I have contacted so many people and still get ignored. They did call and leave a message once and left a number to call and I tried for 4 days in a row and never get ahold of anyone, it just hangs up. ************ option 2 is the voice mail number they left for me to call and no one answers EVER
I received 1 email as well see below: they never responded back and did not email me until Dec 18th. I have tried to resolve this since 11/22/24. only 6 days after the flooring was installed.
THEY ARE NOT TRYING TO HELP ME AND IT IS NOT AT ALL OKAY. I AM A RETURING CUSTOMER AND THIS IS HOW I GET TREATED. I AM NOT HAPPY WITH MY FLOORS AND THEY ARE DAMAGED FROM DAY 1. I NEED HELP AND ATTENTION I AM A PAYING CUSTOMER AND I AM FAR FROM HAPPY.

EMAILS COPIED AND PASTED BELOW:
******* *. Santana <***********************************************************************************************************>
Wed, Dec 18, 12:51?PM (2 days ago)

to me

Good Afternoon,

I am reaching out to you regarding a service we need to complete. Please let me know what availability you have to allow us to complete the service.

Sincerely,

******* D. ******* | ********************* Manager | **************** | ******* | ***** | ************ | ********************* | ***********************************************************************************************************

The information contained in this message may be confidential and is for the intended addressee only. Any unauthorized use, dissemination of the information, or copying of this message is prohibited. If you are not the intended recipient, please immediately delete this email and any attachments, and notify the sender in reply.

ok cat <******************************>
Wed, Dec 18, 8:20?PM (2 days ago)

to Cristal

Subject: Urgent Attention Needed for Floor Issues Hi ******** I have attempted to call you several times over the past few weeks, and I am ready to discuss the matter whenever you are. I have been experiencing problems with my floors since the beginning, so I would greatly appreciate your prompt attention to this issue. I feel that my concerns have been overlooked thus far. Thank you for your understanding. You can reach me during working hours at *******************, or on my cell phone at ************ after hours. Best regards, **** ****

Sincerely,

**** ****
Business Response
Date: 12/27/2024
We have called and left messages at the number provided as well as emailed the customer. We are waiting for the customer to respond by phone or email regarding the results of the assessment.
Customer Answer
Date: 01/03/2025

Complaint: 22640415

I am rejecting this response because: They have not tried to reach me. I have no missed calls missed emails or text messages. They ignore me.

Sincerely,

**** ****
Initial Complaint
Date:12/04/2024
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 from this company and it is a horrible product. It is only 4 years old and having problems. I reached out and did not get help with the issue. They blamed me but I did nothing to cause the damage. The floor is lifting and pealing and the corner round is falling apart.
Business Response
Date: 12/20/2024
We appreciate the customer contacting us regarding their concerns.
The vinyl plank flooring was installed January 21, 2020. We provide a one (1) year labor warranty with our installation.The customers labor warranty expired on January 21, 2021, so a fee applies for any service or assessment. We have offered to complete a paid assessment to determine what is needed to repair so a quote may be offered, or , if applicable, to submit a claim to the manufacturer for review under their warranty for the product. We have also offered to review photos of the customers concerns.
We thank the customer for their feedback.
Initial Complaint
Date:12/04/2024
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 am writing to formally lodge a complaint against Empire Today regarding defective flooring installed in my home in May 2023. Following a devastating house fire, I trusted Empire Today to replace my homes floors. I paid over $15,000 for this service, which involved installing Luxury Vinyl Plank (***) flooring. I chose Empire Today based on the assurances I received from their representative about the quality of their workmanship and materials and their promise to stand by their products and customer service. Unfortunately, the ******************** has begun to fail just 18 months after installation. My wife and I recently noticed several significant issues, including:Sinking: Certain areas of the floor are noticeably sinking.Cracking and Peeling: Sections of the *** are coming apart and peeling.Squeaking: The squeaking noise is present throughout the downstairs area, affecting nearly every room.Once we noticed the problems, I immediately contacted Empire Today and filed a claim (Claim #1-794-0253358). I was informed that the installation warranty had expired, but the manufacturers warranty might still apply if the damage was extensive. It is clear that the damage is extensive, as the issues affect the entire downstairs.This situation has significantly affected my family and me. I am a disabled veteran living on a fixed income, and I simply cannot afford to pay additional costs for an inspection, let alone the expense of replacing these defective floors. The condition of the floors has made it difficult to feel safe and comfortable in my own home. The sinking and cracking create potential safety hazards, and the constant squeaking is a source of stress and frustration.I am requesting the following:That Empire Today send a representative to inspect the floors at no additional cost to me.The damaged floors must be replaced or repaired under the manufacturers warranty or other applicable provisions.
Business Response
Date: 12/19/2024
We appreciate the customer reaching out with their concerns.
We provide a one year installation warranty, in addition to the product warranty from the manufacturer. The customers ******************** was installed in May 2023. We have completed an assessment of the flooring and the damage to the flooring appears to be site related and not covered under the manufacturer or installation warranties. As such, we have provided a discounted to quote for repair.
We apologize for any inconvenience to the customer and thank them for the opportunity to respond to this matter.
Initial Complaint
Date:12/02/2024
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.
7/2: Signed contract for new flooring. Total: $9114.29. Deposit paid $5126.65.Install took place July *****. Not 100% pleased with overall workmanship but thought I would give it some time.7/22: Emailed Empire damage to oven door, walls, ********************* Photos sent. Empire compensated $800 for that damage. Oven door could not be ***aired, part no longer available.8/29: Emailed Empire of flaws in carpet install, ceramic tile ********************** Photos sent.8/30: Empire submitted 2 service requests. One to fix carpet, 2nd ordered materials for tiles to be ***laced. Both ***airs scheduled for 9/20. 9/16 Empire called to advise their only tile installer quit and offered to compensate me $300 to which I did not agree and asked to send a *** to my home to see the poor workmanship. 9/20: Carpet installers no-show. Rescheduled for 10/2 & no-showed. Showed up next day (Oct 3) unannounced. No ***airs done and left without a word to me. 10/10: no-show again. Called Empire very unhappy and received a call back the next day that the manager for my area would come to my home on 10/14. 10/14: Mgr., ***** *************** chief arrived. ***** showed crew chief areas where the carpet needs ***air. For the tile ***air, ***** agreed to finish the **************** of stairs when she scheduled the carpet ***air as the same crew can do this work. ***** and I discussed options for ***air of the tile. Completely remove & ***lace tile which is a 4 day project and if I didn't want to go through all that because it's a messy job, she would have the floor completely regrouted because it is chipping away and put some kind of sealant over the tile to protect it. She said I did not have to make a decision right away as she is in the process of vetting another tile contractor. 10/30: Carpet ***airs done. One seam still not right but it's the best they could do. To date still no resolution on the tile. Left ***** a message 10/31, 11/7, 11/19 & she has not returned any of my calls.
Business Response
Date: 12/13/2024
We appreciate the customer contacting us regarding their concerns.
We have scheduled service for January 6, 2025. Once the repair is completed, we will discuss a monetary accommodation with the customer.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 12/17/2024

Complaint: 22630108

I am rejecting this response because: I want to keep the case open until after the repairs are done and there is an agreed upon monetary compensation.

Sincerely,

****** *****
Business Response
Date: 12/20/2024
We understand that the customer has concerns regarding compensation. Once the service is completed on January ****** and the customer is satisfied, we will discuss compensation.
Customer Answer
Date: 01/02/2025

Complaint: 22630108

I am rejecting this response because:
Hello,

Please reopen this case as it is not resolved. Repairs are scheduled for January 6th. Once repairs are completed we will discuss a monetary compensation.

Complaint ID: ********

Thank you,

Michyl
Sincerely,

****** *****
Initial Complaint
Date:12/02/2024
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.
This was for flooring installed on 10/17/2024. The flooring was put down in the foyer, kitchen, hallway, and 2 sets of stairs in my home. The flooring on the 2 sets of stairs are HORRIBLE!! They are uneven and spacey! I have sent them pictures and tried talking to numerous different people in the installation department, the salesperson, *****, and ***** and ****** in customer service. They sent one person out here and all he did was put some nails in random spots, which didn't fix the problem!! He wrote and told them it still wasnt right and that I still wasnt happy! But, since then they will NOT answer my calls or return my texts!! I spent $6403 on the job and believe I deserve to have quality work done!!
Business Response
Date: 12/20/2024
We appreciate the customer contacting us regarding their concerns.
We have spoken with the customer and completed an assessment. We have offered a repair under warranty and service is currently scheduled for January 6, 2025.
We apologize to the customer for any inconvenience and thank them for the opportunity to address their concerns.
Customer Answer
Date: 05/02/2025
Complaint: 22625593

I am rejecting this response because: 10/17/2024 $6403 They installed flooring in the kitchen, foyer, and on the stairs of my home, and the stairs were horrible!! There is spacing, buckling, and unlevel parts on them! I have asked for a correction, and they will not correct it, nor will they give compensation for the mess!! Refund: I would like the stairs corrected, but they keep telling me they cant correct them. Therefore, I would like to be compensated for this terrible job!! I think that since I will have to look at this substandard work forever, $1500 is a fair amount!!

Sincerely,

Zezella Davis
Business Response
Date: 05/06/2025
The customer contracted to have *** installed on their staircase.
We understand the customer is not pleased with the finished look as they are prefer that the stair treads be one piece. This is not an installation concern. The lvp was installed as contracted for and no refund is due. Nonetheless, for customer satisfaction, we have offered a fair and reasonable accommodation.
We again thank the customer for their feedback and the opportunity to address their concern.
Initial Complaint
Date:11/30/2024
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.
The floor was never finished. I was told that I have life time warranty. When I called to have someone come look at my floor, I was told that my warranty was just for one year. They never finished the floor and now they want to charge$395 to look at the floor. The sales representative promised me that the warranty was lifetime. When I call him complaining he said not to worry about it. It was lifetime
Business Response
Date: 12/20/2024
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager has reached the customer. The customer is to provide photos.
We look forward to hearing from the customer and resolving this matter amicably.

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Empire Today, LLC is BBB Accredited.