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

  200 Elm St North Haven, CT 06473

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today, LLC

  1864 Enterprise Parkway Twinsburg, OH 44087

  
• 

  Empire Today, LLC

  1403 S Third Street Ext Mebane, NC 27302

  

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:11/30/2024

  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.

  I had Empire Today re-carpet my entire house, for almost $8,000.The problem is what they did in my OFFICE, in my home.I have my desktop computer, my scanner, printer, and FAX machine in my office, and a tangle of WIRES connecting the different pieces of computer-related equipment on the floor.The Empire salesman, ******* *****, came to my house BEFORE the installation of carpeting, to evaluate the situation and prepare a price quote. I BROUGHT UP the "tangle of wiring" connecting the several pieces of equipment, because each I have unplug the wires, I have to tape INSTRUCTIONS on EACH PIECE OF WIRE disconnected from the equipment, as to where it PLUGS IN. The REASON? I hardly know ANYTHING about computer equipment, and if that detailed taping is NOT DONE, I will have to HIRE A COMPUTER EXPERT to get all of the wires plugged in to the right places.******* ******* SOLUTION to all my concern about the wires was to put in a followup message THAT I AM TOTALLY RESPONSIBLE for the the WIRES.The day of the carpet installation was chaotic. A crew of installers was in every room of my house, and the the FIRST FOCUS was on getting everything put in boxes and away from the floors where the crew had to install carpet. I didn't even know what the PLAN for my office WAS, and whether the equipment and heavy desk had to taken apart and removed from my office, and consequently THE WIRES HAD TO BE UNPLUGGED. I was in my Living Room, at the opposite side of my house from my OFFICE, trying to keep of the way, and didn't for a SECOND see what was going on in my office. I expected the **** to CONSULT WITH ME if any wires had to be unplugged, which they DID NOT.Bottom line: I discovered after the crew had left that HALF of my computer equipment DIDN'T WORK, because so many wires had been unplugged. So I am going to have to HIRE A COMPUTER EXPERT, and I wrote Empire to help and pay for that, they didn't even respond.

  

  Business Response

  Date: 12/20/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have made multiple attempts to reach the customer but have not yet spoken with them. 

  We look forward to speaking with the customer and thank them for the opportunity to address their concerns.  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22622086
  
  I am rejecting this response because:  The company, Empire Today, is either telling LIES to BBB about "making multiple attempts to contact me, OR, they have INCORRECT INFORMATION about my ***** ADDRESS, and/or PHONE NUMBER, and/or STREET ADDRESS, because I HAVE RECEIVED NO (ZERO) attempts to ***** ME, NO (ZERO) PHONE CALLS from Empire Today, and NO (ZERO) LETTERS TO ME DELIVERED IN THE REGULAR POSTAL MAIL from Empire Today.

  I would suggest that BBB ASK EMPIRE TODAY for the ***** ADDRESS they have used to supposedly send *****S to me, and/or the PHONE NUMBER they used to phone me, and the STREET ADDRESS they have used to send regular postal letters to me, and PASS ON THAT INFORMATION TO ME SO I can judge the CONTACT INFORMATION they have for me is CORRECT OR INCORRECT.

  
  
  Sincerely,
  
  ******* Jay *****

  

  Business Response

  Date: 12/27/2024

  We have spoken with the customer and requested a copy of the repair receipts for review. 

  We apologize for any inconvenience and look forward to hearing back from the customer and reaching an amicable resolution. 

  

  Business Response

  Date: 12/27/2024

  We have spoken with the customer and requested a copy of the repair receipts for review. 

  We apologize for any inconvenience and look forward to hearing back from the customer and reaching an amicable resolution. 

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22622086
  
  I am rejecting this response because:  Empire Today (the company I filed a complaint about) still does not understand my situation.

  I did not YET find a computer expert, thus the expert, of course, did NOT do ANY WORK on my computer system, thus, of course, I do NOT HAVE RECEIPT(S) for that work YET.

  As far as the RECEIPT proving Empire Today and I DID BUSINESS (RECARPETING MY ENTIRE HOUSE), I spent last weekend SEARCHING THE FOOT-HIGH "STACK" of correspondence between Empire Today, which took a LOT OF WORK, and SENT A MESSAGE to ******* (an employee of Empire, email address **********************************************************************************************************) recommending the "Certificate of Completion" as the "right" document to send to *****.  But I asked ***** if her company had A FAX NUMBER I could send the document to, because my Scanner has not not worked since the day Empire installed carpeting in my house.

  I received an automatic message after I sent that email to ***** that she would be out of the office Monday (12/27), but back in the office the next day (Tuesday, 12/28).  But ***** did NOT respond to me TUESDAY, OR today (WEDNESDAY), with Empire's FAX NUMBER, so I could send her the Certificate of Completion -- the proof I had done business with Empire earlier this year.

  Sincerely,
  

  ******* *** Rabin 

• 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.

  Installers did poor grout work. Follow up company came out and did not want to move furniture. They told me don't worry about what's under my furniture. I told them no then had to push the furniture around myself to get them to fix the grout work. Second company was unwilling to find the grout imperfections which required me to walk around and point them out. I explained just please correct the grout through out the entire house. He was done in an hour and left. I will not allow anymore empire hired installers back in my home. Air bubbles remain in the grout leaving the flooring unsealed and unable to prevent mold growth under the tile. The initial installation company did not leave me a single piece of tile. Not even one. I'm sure I was charged and the initial installation company took any remainder. The initial install company cut tile in my home and had no silica dust precautions in place while empire required me to be there. The initial installation company used my personal broom and dust pan to dry sweep the concrete and tile ruining it with silica dust leaving it unusable in my home ever again.

  

  Business Response

  Date: 12/16/2024

  We appreciate the customer contacting us regarding their concerns.

  We have sent the customer a copy of the contract and certificate of completion.  We have also tried to contact the customer to discuss their concerns, but we have not received a response.

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

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22622062
  
  I am rejecting this response because: the number and extension they leave no one answers and then it just hangs up. I want a person to leave their name and contact info with a functioning voicemail if they don't answer. I want an itemized bill and I have asked for it twice and have the emails to prove it. I want a refund for the deep cleaning at $300, I want my warranty refunded because they are not invited back into my home, I want the itemized bill to determine the refund I am requesting for the labor/installation and I want my left over tile the installers took because I have had the work inspected and am being told I have sinking tiles, poor grout work with holes and cracks, trashy trim work, etc. If this isn't resolved by the end of the year I am already I the process of hiring an arbitration provider and or other legal counsel. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/27/2024

  We have spoken with the customer and attempted to schedule an assessment to evaluate her concerns.  The customer declined scheduling as she claims to have had a certified inspection by a third party.  We requested the customer to provide the report for our review, but this was declined.

  In regard to the request for an itemized bill, our business model is all-inclusive pricing and we do not provide itemized billing.  We have provided the copy of the contract with the pricing to the customer.

  If the customer wants to cancel the ********************** Service Plan, the customer will need to call ************ to submit the request.

  To move toward a resolution for the flooring concerns, we will need to either assess the flooring or the customer will need to provide a copy of the inspection report for our review.

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

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22622062
  
  I am rejecting this response because: It is not my job to continue to supply you with pictures and the reports I have obtained out of my own pocket. i have sent photos of the sinking tile, holes in the grout work, and tile setting pushing up through the grout in a different color already sent to you. I hired an inspector for my legal case against you and will not be supplying you with my own legal defense. I want an itemized bill to determine the cost of the install work because i want a refund for the install work, the cost to repair the work, the $300 deep cleaning I had to pay for (previously discussed with ****** *******), and the useless warranty of yours. It should be public knowledge that Empire does not install the flooring, they hire 3rd party contractors and then do not inspect their own finished installed product. I depended on the installers to do quality work in their area of expertise and Empire to ensure they are hiring installers that they trust to do quality work. This did not happen. I am now seeking arbitration and will continue to move forward for a refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/29/2024

  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 laminate flooring with an extended warranty in June of 2024. The floor started to buckle and most the transitions from one to another. We have a ding in one area, and the other transitions are falling apart. I first tried to contact the company in October. Have since sent 4 separate emails and spoke to a representative one time. He claimed to be the only person in the complaint/warranty department. He set up an appt for the the original installer to come do the repairs. *** came and apologized and said he would order the waterproof transitions and repair the whole in the other board. They are yet to order the material, or be in contact with me and its almost December. I let the installer know we are very upset and he said he understands but there is nothing he can do without the materials. My floors look terrible and we still pay our payment on time but cannot get the repairs. Its not nearly the quality they sold is either. I have several emails and text messages as proof.

  

  Business Response

  Date: 12/16/2024

  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. 

• Initial Complaint

  Date:11/27/2024

  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.

  January 30th of 2024, we contacted the company to do repairs on the floor we had them install because the life proof vinyl flooring is coming up and breaking. They claim that it's because of a roller chair and so it's not their problem, but all the areas of the floor damage is not where the roller chair has ever been used. Pieces of the floor are peeling up and it's clear that the initial installation was done wrong since it's missing the padding that was supposed to be put in and miss the humidity barrier. We are furious since we paid just under $5,000 for it to be done, and it was done less than 3 years ago. Now we have a baby who's starting to crawl, and the floor is a huge hazard; not only a hazard for cuts and scrapes, but also a choking hazard. We just want them to do the right thing and either fully replace the flooring or give us a full reimbursement so we can have a good company install new flooring.

  

  Business Response

  Date: 12/17/2024

  We appreciate the customer contacting us regarding their concerns.  We conducted an assessment of the product to determine the root cause of the customers concerns.  The assessment determined the installed flooring was free of manufacturing or installation defects and the concerns were site related. We can service the flooring at a discounted cost to the customer. We appreciate the customers feedback and look forward to amicably resolving this matter.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22614486
  
  I am rejecting this response because: Upon inspection, there was no mention of lack of vapor barrier under the entire installation. It was also mentioned that our use of rolling chairs had caused the issue even though we had discussed that the areas damaged had not seen roller chair use. Also the lack of transitions added was listed as another main cause of damage, however we were not notified of that at the time of installation and feel that the company who installed the flooring without transitions, should repair and install WITH transitions without charge since it was a fault in installation.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/23/2024

  We visited the customers home on December 12, 2024, and discovered isolated damage in the dining room (see photo Damage Planks).  A rolling chair was present at the time of the assessment (see photo Rolling Chair).

  The manufacturer indicates in their warranty that all rolling chairs should be used with a protective mat (see attached High Ridge warranty).  There was no chair mat present in the home.
  

  The customer was quoted at cost repair in December 2024 and declined our offer.

• Initial Complaint

  Date:11/26/2024

  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.

  The flooring is defective and we want it repaired according to our warranty

  

  Business Response

  Date: 12/13/2024

  We appreciate the customer contacting us regarding their concerns.

  We have scheduled service for December 17, 2024.

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

  Customer Answer

  Date: 12/13/2024

   
  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:11/25/2024

  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.

  I made a complaint with the BBB a week or so ago about Empire Today. In the complaint I explained how I was charged for an extended warranty for scratches and scuffs and when I went to make a claim it was denied. It is supposed to be scratch and damage insurance but when I reported scratches and damages I recieved a denial. I paid in full at completion and read all the fine print. To add insult to injury my complaint was answered by Empire. They said that I was offered a solution. This is not true. Not one person from Empire has contacted me at all. The only contact I recieved was the denial on or around November 5th weeks before I made the complaint. Since nobody from Empire has contacted me then how could a solution have been made? What is the solution? I have purchased 5 different flooring jobs from Empire and until recently I have always recieved top notch service. The Aurora location has given me the run around and I am afraid the Company has no idea how they are treating customers. Since nobody has contacted me I am making another complaint so that the case remains open until such time that a real person actually speaks to me and that a real, not made up solution is reached. I have never seen such a deception in such a reputable company. Please help me since the business has made a false statement saying my complaint has been resolved. They have also misled me on the "no questions asked" scratch and damage insurance. I basically paid over 800 dollars for a service I apparently can't use.

  

  Business Response

  Date: 12/13/2024

  We appreciate the customer contacting us regarding their concerns. We will offer an assessment of the service needed. We will schedule the customer for dates they may be available to conduct the assessment.  Once the assessment is conducted and we have results we will discuss the findings with the customer. We appreciate the customers feedback and look forward to amicably resolving this matter.

  Customer Answer

  Date: 12/19/2024

   
  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 look forward to hearing from them with their resolution offer. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/25/2024

  Type:Delivery 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.

  Business failed to deliver and install the product selected, or proper installation team as promised and hired. Sales representative entered wrong product into the order - he acknowledged he entered the wrong product, Empire Today agreed to provide the proper product and then did not. Additionally, Empire Today did not send the proper crew for installation resulting in property damage by one-person installer tasked with moving full bedroom dressers. One person crew was not able to complete installation as promised and hired, resulting in client spending the night sleeping on their living room floor!Client was also tasked with helping to move furniture back into bedroom after installation as installer was unable to DRAG the furniture back into the room.

  

  Business Response

  Date: 12/13/2024

  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 pricing matter.

• Initial Complaint

  Date:11/25/2024

  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 had a laminate floor installed in my house on 2/15/2022 by Empire Today NJ that is starting to fail chip and popping up at the seams! And not level I told the installers that under underlayment should be put down because the floor is not level. The installers said no it will be ok!! Now the seams are pulling apart we have high and low spots in all 3 rooms and the floor is chipping I called Empire today to have someone come and look at the flooring all 3 technicians that came said the floor was not installed with 1/4 inch underpayment was not used thats why it was failing I called Empire Today back and I told them what the technician said and they told me over the phone we dont like what the technicians said! I told them I want to talk to a supervisor. They said ok someone will call in 2-3 days that was 2 weeks ago! some one named ******* called and left a message and gave me his Extension # I have tried calling that # about 6 times in 2 weeks he never answered the phone or returned my phone call!! I need help this floor cost me $ 12K!!

  

  Business Response

  Date: 11/29/2024

  We appreciate the customer contacting us regarding their concerns.

  The ************* Service Manager contacted the customer and have reached an amicable resolution.

• Initial Complaint

  Date:11/25/2024

  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.

  Around July/August 2022, we hired Empire Flooring to install hard wood flooring in our home. The flooring was installed by two sub-contractors hired by Empire. I reached out to Empire in April 2024 due to the flooring breaking and separating. I have been speaking to ****** ******, customer service representative. She asked for photos, then said we needed to hire a certified floor inspector and offered to send one to us if we paid $250. We hired an independent inspector and he came out. I sent the report to ****** who then requested more photos. More photos were taken and sent again but no response to the last email, no phone calls and nothing has been done. Our floor is still coming apart. The inspector felt the issue was from faulty flooring but since Empire left us none of the product when the install was done, he had no way to confirm it.We need our floor replaced with a product that will not fall apart. We paid $8000 and the flooring looks terrible.

  

  Business Response

  Date: 12/10/2024

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and scheduled the reinstallation for December 19, 2024.

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

• Initial Complaint

  Date:11/25/2024

  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 wooden floating floor was installed October 7, 2024.The floor was making rubbing noises and a few floor boards had to be replaced.A week later the installers came back and fixed some of the issues. They reached out to the Installation Manager and told me he would call me back about the other issues. His name is **** *****. He has yet to call me back and has not responded to my messages that I left. This is totally frustrating.I received a call from someone named ******* wanting to know if my problem was resolved. I said no. She promised to get back to me that was October 25th. No phone call. I called the sales person Nov 11th. She said she would get a hold of her contacts and someone would get back with me. No one has.I have called the customer service number 15 times. Left messages. No resolution. I have been very patient. Willing to work with the company. But now I am at my wits end. I thought that Empire Flooring was a reputable company.

  

  Business Response

  Date: 12/11/2024

  We appreciate the customer contacting us regarding their concerns.

  We have spoken with the customer and are currently working on resolution. We have offered to upgrade the method of install to a glue down with a signed agreement at no additional cost.  We are also working with the customer to review pictures for the other concerns.

  We look forward to resolving this amicably with the customer.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22600967
  
  I am rejecting this response because:  Empire Flooring will be replacing my wooden flooring January 6th per installation manager. 
  
  Until that occurs nothing has been resolved to my satisfaction.
  
   Unfortunately their customer service department is very unreliable.  I am very skeptical that this replacement flooring will happen as has been promised.  They just do not answer their phone messages. I have counted 19 phone calls to date that I have placed. 
  
  It has been very frustrating since I have been trying to get this matter resolved since October 8th                              
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/23/2024

  We understand the customer's concern and have confirmed that the service is currently scheduled for January 6, 2025.  Once the repairs are completed to the customer's satisfaction, we will discuss any accommodations with the customer.