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.

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  Empire Today, LLC

  333 Northwest Ave Northlake, IL 60164-1604

  
• 

  Empire Today, LLC

  120 Spagnoli Rd Ste 3 Melville, NY 11747

  
• 

  Empire Today, LLC

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today, LLC

  1864 Enterprise Parkway Twinsburg, OH 44087

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2025

  Type:Billing 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.

  Subject: Complaint Against Empire Today Deceptive Sales Practices and Undisclosed Hard Credit Check Im filing a complaint against Empire Today for misleading sales tactics and failure to disclose that their financing process involves a hard credit check, which negatively impacted my credit score.On May 16, 2025, an Empire Today salesperson visited my home for a flooring quote. I intended to pay cash, but was told the quoted price and preferred installation date were only available through a 12-month, 0% interest financing plan. This condition was never mentioned in their ads or initial ************** keep my options open, I agreed to start the application, but was never informed that it would trigger a hard credit check. I later canceled the order, but the credit check had already been done, and a $10,952.16 charge appeared on my account, lowering my credit score. I would not have consented if I had known.Empire Todays lack of transparency and pressure tactics feels deceptive. I believe other customers may also be at risk of similar harm.I am requesting:1.An investigation into Empire Todays misleading sales practices.2.Clear disclosure requirements about hard credit checks and financing-related pricing in all communications.3.Written confirmation to credit bureaus that I have no active contracts or debts with Empire Today.4.A formal apology for the lack of transparency and impact on my credit score.Thank you for your time and attention to this matter. Im happy to provide more information if needed.

  

  Business Response

  Date: 06/06/2025

  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:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had ***** install LVP flooring Fall 2018. The flooring started to fail in 2021. We paid Empire to replace the area. The flooring is peeling, warped, splitting over several areas of the house. Empire told me they would send out an "Independent Flooring Specialist" to assess. In reality, it was an Empire employee. The assessment only addressed damage in one section of the main floor, with the explanation being site damagea vague and generic term that, as explained, seems to imply something in the home caused the issue. They specifically pointed to a table or chair as the cause, yet there are multiple areas across the main floor with similar damage where no furniture exists. I have asked for the written assessment and have not received. We were assured at the time of purchase that the ******** **** brand product carried a Lifetime structural warranty and finish wear-through manufacturer warranty and was considered top of the line. They are not honoring the warranty.

  

  Business Response

  Date: 06/19/2025

  We appreciate the customer contacting us regarding
  their concerns.

  We have spoken with the customer and conducted an assessment on June 17, 2025.

  Once the assessment
  findings have been reviewed. We communicate the findings to the customer
  and take the next measures based on the results of the assessment findings. 

  We appreciate the customer’s feedback and look forward to amicably
  resolving this matter.  

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23399150
  
  
  
  Hello, 

  I spoke with Mike S. on June 9, 2025 regarding the complaint. We agreed that another assessment should be completed. Yes, there was an assessment completed on June 17,2025 to which we are waiting for the results. 

  With my conversation with Mike, he offered to refund the $162.00 from the original assessment as a "good faith measure". To date, we have not received the refund. Please advise the status. 

  
  
  
  Sincerely,
  
  
  
  Courtnay Parkhurst

  

  Business Response

  Date: 06/26/2025

  We have processed the agreed upon
  credit of $162.00.  This may take 3-5
  business days to reflect to their account.

  We assessed the installation on June
  17, 2025.  We have attempted to contact
  the customer to discuss the findings of the assessment.

  We hope to resolve this matter amicably
  once we have spoken to the customer. 

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23399150
  
  
  
  I am rejecting this response because:

  I will advise when I receive the $162.00 credit. 

  We had the assessment on June 17. Spoke with Amy Bryant on June 24. I responded with an email and have not heard back from Amy Bryant. It seems there is a new player with every conversation. 
  
  
  
  Sincerely,
  
  
  
  Courtnay Parkhurst

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our experience with Empire Today has been the worst I could have imagined. We hired them to install laminate flooring, and from the beginning, the process has been a complete nightmareespecially regarding the stairs.They subcontracted the installation and tried to convince us to use nose pieces on the stairs that did not match the flooring they were installing. We were told they were the correct pieces but were just a variation that supposedly went with the same pattern. The truth is, they looked cheap and completely mismatched. When we expressed concern, we were met with pushback and excuses, including photos claiming this is how its always done.We made it clear that we were not okay with a poor-quality finish in our custom home. After being given the runaround for months, I finally contacted a lawyer. Only then did Empire miraculously find the proper matching pieces and agree to proceed. But even then, it didnt go smoothly. Once they removed the temporary carpet from the stairs, they realized the staircase required additional adjustments and said theyd get a work order and follow up. They didnt.After weeks of silence, my husband followed up and was told theyd be out the next day. They never showedand we are now three months into this ongoing mess. Our staircase is still incomplete, with nails sticking out, posing a clear safety hazard in our home.This level of disregard and incompetence is unacceptable. I would absolutely not recommend Empire Today to anyone. What should have been a simple installation has become a drawn-out, frustrating ordeal. At this point, were left with no choice but to involve legal action again. Im writing this review to warn others: be very careful before doing business with this company.

  

  Business Response

  Date: 06/16/2025

  We appreciate the customer contacting us regarding their concerns. 
  

  We have spoken with the customer and service has been completed. 

  We apologize to the customer for any inconvenience and thank them for the opportunity to address their concerns. 

  
  

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled an appointment with a sales *** on April 12 for vinyl flooring stated that it was 45% off. He also stated the type of flush stair nose piece is something they specialize it. I then found out that he sold us laminate, not luxury vinyl. Called and spoke with a manager regarding the incorrect product as well as the price being that it was not correct. The appointment to have the floor installation was April 28. on April 25. *** called me and told me they did not have the correct stair nose and had to order it which was going take two weeks but they would come and do the flooring and then come back two weeks later on May 12 to install the correct stair nose. Full payment for the flooring was due including the stairs for a total of almost $13,00. The installer had to leave to go pick up the proper flooring and a makeshift piece of stair nose so that they can start the floor. They didnt leave until almost 10 oclock that night. On May 12, when they were supposed to install the stairs, my husband had taken off of work in order to be here for the installers. Nobody called to confirm the appointment and nobody showed up to do the work. At this point, I had talked to **** ******* *****, and had to now contact ******. Was on the phone with them for an hour and 15 minutes to be told they would have to re-construct my stairs, or they would pay a pretty rug to go on top of my stairs because they still did not have the correct product in it has been over a month and my stairs are still not completed. Theyre not communicating back to me, ****** has refused to contact me back or provide me with her supervisors information and they will not give me a refund. They have lied, they are a fraud but selling the wrong product, selling items they do mot have, they have taken my money and not completed the job. Management is not helpful. This will continue to be escalated.

  

  Business Response

  Date: 06/16/2025

  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: 06/17/2025

   
  Complaint: 23390034
  
  I am rejecting this response because: not one person has called or attempted to call me to resolve my issue.  As a matter of fact, I am repeatedly being ignored regarding how this situation has been being handled. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/19/2025

  We have reached the customer and scheduled service for June 20, 2025.

  we look forward to resolving this matter amicably. 

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23390034
  
  I am rejecting this response because: the appointment I had today was never provided a time frame.  My husband and I both had work.  No on communicated what was happening today.  I emailed last night to be told I should have guessed my time frame to wait for the installer was 8am-6pm.  We have missed several days of work due to miscommunication and no showed by this company.  I want money back and to be left alone.  This company is unethical.  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The carpet and padding was installed to 4 bedrooms and staircase, leaving out the carpet for the 2nd floor landing. I spoke with ******* ******** about the missing carpet. Her suggestion was to pay $650.00 for the unfinished work and material required to complete the job.

  

  Business Response

  Date: 06/04/2025

  We appreciate the customer reaching out to share their experience.

  Due to a misunderstanding the area in question was not included on the contract. Because we removed the customer's carpet in that area, despite it not being on the contract, we agreed to install the area at no cost to the customer.

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

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worst mistake this year I have made using Empire Flooring they never showed me a receipt or the diagram of the job they was doing they did not finished the job want answer or return my calls they are very unethical tell you one thing and do another if you are getting flooring I advise you to use someone local that you can talk to face to face.1942

  

  Business Response

  Date: 06/16/2025

  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:05/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was hired by my mother and I not long after my dad passed away and did terrible work. Carpet nails still Sticking up in places stabbed my foot as well as my nephews foot, no padding was put between the floor and the carpet. The planks of flooring in the kitchen began splitting and was told its not covered under the warranty. The man refused to talk to me even though I purposely put myself on the contract since my mom Was still grieving the loss of my dad. It was so cruel what they did and she is so upset with it everyday

  

  Business Response

  Date: 06/13/2025

  We appreciate the customer contacting us regarding their concerns. 

  The ************* Service Manager contacted the customer by email on June 3, 2025 and by phone on June 11, 2025.

  The customer advised that she was at work and would respond. We will wait to hear back from the customer.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed carpet and it does not look a all like we purchased

  

  Business Response

  Date: 06/12/2025

  We appreciate the customer reaching out to share their concerns.

  The sample board, contract, and pre-walk through are designed to confirm exactly what you are getting. While we have confirmed that the material installed was the material that was contacted for, we understand the customer is not pleased and we have reached an amicable agreement regarding the installation project.

  We appreciate the opportunity to address this matter. 

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had vinyl plank floors (supposedly waterproof) installed in our house by Empire nearly 4 years ago. In the last two years, we have begun to notice warping and places where the seams are beginning to split and the product is deteriorating. They have sent people out two times to address the issues, but nothing has lasted and the problems continue to get worse. They sent a team out to do an assessment on the floor last month. Their service team said that the floors had not been properly leveled prior to the installation, that glue from a previous floor had not been removed properly and that a moisture barrier had not been installed (which is required on all jobs) according to their assessment team. I was told they would be in touch with me. After hearing nothing, I called them again and ultimately spoke with a man named **** who said that they would be ordering new materials and would contact us regarding replacing the floor. A week later I called back and spoke with a supervisor, who told me that they had to determine whether the manufacturer would bear the cost for the materials before another installation could be started. I called again the next week and was told they had to send another assessment team out for more pictures and measurements. *****, (the original assessment guy) returned and took more pictures and measurements. He showed me again where a threshold had not been glued down (and you can literally lift the flooring and look underneath.) No moisture barrier present and visible places where glue is still on the slab so that the planks cannot lay flat. ***** said he and his associate, *****, would be able to correct the issues if the company would allow them to do so. I called them back again today and spoke with a supervisor named ***** and was told the claim had been denied. Their own employee made it clear that the installation was done improperly and that it was repairable. I do not want to enter into litigation over this, but I may have no choice.

  

  Business Response

  Date: 06/12/2025

  We appreciate the customer reaching out with their concerns.

  We provide a one year installation warranty in addition to the material warranty form the manufacturer. The customer's vinyl plank flooring was installed in September 2021. The market assessed the flooring and submitted a claim to the flooring's manufacturer for review. The manufacturer denied the claim. 

  We
  understand the customer disagrees with this determination and if the customer
  chooses, can contract for a 3rd party, independent inspection of
  the flooring. We would be happy to review the report and reconsider our offer
  to resolve if the findings differ. Please note, the
  inspection must be by a certified flooring inspector and not a handyman or
  flooring retailer.

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

  Customer Answer

  Date: 06/12/2025

   
  
  Complaint: 23370881
  
  
  
  I am rejecting this response because: I had a third party make an assessment of the installation along with photos showing how the floor was not cleared of adhesive and other debris from a previous flooring as well as multiple examples where the floor was not leveled prior to the installation. The instructions on the box of flooring that was left behind clearly states that the floor must be free of any debris or foreign matter and that any surface that is more than 1/8" above or below level will cause the product not to lock together properly. The first problem we experienced with the flooring was within the 1 year window that their warranty should cover. The guy tried glueing down a few pieces of flooring. We had them out again for another problem just over a year later and their technician said that the floor had not been installed properly. He said the floor was not level in multiple places and that a moisture barrier should have been used. They are allegedly still "looking into the situation," but we have not been given any options as of this date as to how the problem will be resolved. We are trying to avoid legal action, but it appears that they are going to force our hand in that regard.
  
  
  
  Sincerely,
  
  
  
  James Stuckey

  

  Business Response

  Date: 06/17/2025

  We reached out
  to the customer to discuss a potential resolution but could only leave a
  message. 

  We will continue
  to reach out to the customer so that we can resolve this amicably.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carpet installer came on Saturday may 17th. I was told they we showing up at 10. He didnt show up until 11. Was told multiple people were coming. Only 1 man and his 10 year old son showed up to the job. When setting up the service the salesman made us watch a video about the type of work they do and the service they promise. He then verbally mentioned that new tack strips were being installed throughout the rooms. And he mentioned that transition strips were being installed as well. I was told it should take 3-4 hours to do the work. I was told that heavy furniture was going to be removed before the work started and put back after. Because he was one man, the furniture was moved by myself and my wife. It took over 7 hours to complete the work. Only one man came to do the job. After he left I spoke to the **** manager name ******** on Monday may 19th at 2:30pm. He offered to refund the furniture moving for about $160 and he offered an additional $200 for the crappy service. I asked if there was a way he can offer more because they didnt offer the service I was told about in the beginning. He said he would have to get ahold of the his manager ****. He told me that h*** call me Tuesday morning with an answer. He didnt call me back so I called him at 2:30 Tuesday afternoon. I left him a message. after still not getting a call back I called him back Wednesday afternoon around 12:30pm. Still no answer, I left him another message. I hung up and called customer service to see if I can get an answer from somebody else. I was connected to another manager named *** ******. She said the whole conversation I had with ******** wasnt noted at all and that everything he and I talked about and was promised was noted and couldnt honor. I was also told that everything I was verbally promised with the salesman ****** was noted and conveniently cannot be honored. So now I am promised this great service and received the complete opposite.

  

  Business Response

  Date: 06/03/2025

  We appreciate the customer contacting us regarding their concerns. We have spoken to the customer confirmed installation was completed and we have agreed to a monetary accommodation. We consider this matter resolved.