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

  120 Spagnoli Rd Ste 3 Melville, NY 11747

  
• 

  Empire Today, LLC

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today LLC - Washington DC

  7760 Doane Dr Ste 135 Manassas, VA 20109

  
• 

  Empire Today, LLC

  9808 Windisch Rd West Chester, OH 45069

  

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:11/11/2024

  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.

  Purchase carpet from Empire Today on 5/20/2022 with a Dream ****** Warranty that covers 25 years such as fading, stain resistance etc. We had the carpet cleaned by ******* ******* on 7/24/24. The cleaning technician noted on the receipt that there was premature wear and tear, fading and poor stain absorption. There are only two people living in the home so there are no high traffic areas. Also, Empire was supposed to reimburse me $100 dollars after my first cleaning. I have called the Empire on 7/29/24 and 8/15/24 on the Warranty and the 100 dollars reimbursement. Empire stated that the reimbursement was being mailed. Never received anything. For the Warranty Claim, Empire referred me to the manufacturer ******************************, **********, **, . I filed a written Claim on September 5, 2024, which included pictures of the stained/faded areas to Dream ******. *********** contacted me regarding the Claim filed and stated that someone will come out and inspect the carpet. To date, there have been no calls from anyone regarding my complaint and or claim.

  

  Business Response

  Date: 11/29/2024

  We appreciate the customer contacting us regarding their concerns. 

  This complaint has been forwarded to the manufacturer for review under their warranty. Please be advised this process is currently several weeks for the manufacturer to reply.

  We thank the customer for their feedback and the opportunity to address their concerns. 

• Initial Complaint

  Date:11/11/2024

  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 hired empire today to install carpet throughout my home. The ********* showed up and refused to do the work. I did not have my sons beds taken apart and had stuff on the mattress. This was on me. I explained if he started in my room which was the largest room then I would have someone help me take the beds apart. I am a widow and I have no help. I didn't know how to take them apart so I figured we could just move them. That was not the case. I called and spoke with the *********s boss who said she cannot make him stay and do the work... They sent me a second ********* out, he installed the carpet on top of carpet, and did a terrible job. They broke my sons beds, damaged my vents and ceiling as well as left carpet unattached in areas on my stairs. I called to complain and they sent the exact same man that I called to report back to my house... I explained how unprofessional and possibly dangerous that was knowing that I reported him and without communicating me first.. I had to tell him that he could not do the work. They send another crew out and they refused to do the job stating that my stairs were impossible to do. This is the 4th time I had taken off work and or had to be home for this. I had the ********* tell me last year that I needed all new subfloors and to cancel with empire and use him. He didn't even look at my floors, he was scamming me and per management he had a long history of this and was terminated for this. The original *********s also left pizza and wings in my hall closet that only has my sons games in it so it went unnoticed for months until I could figure out why my hallway smelled like molded food. Everything with this company was a disaster and they hire shady *********s. Taking advantage of anyone is terrible, let alone a young widow with kids. I have photos and video from everything including ********* refusing to do the work. They are on my phone and I am on a work computer.

  

  Business Response

  Date: 11/29/2024

  We appreciate the customer contacting us regarding their concerns. 

  Service for the carpet has been completed. We have spoken with the customer regarding their concerns and they were offered a fair and reasonable accommodation. 

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

• Initial Complaint

  Date:11/10/2024

  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.

  August of 2022 I bought new flooring luxury plank at the cost of ******** dollars. I also purchased a 5 year warranty plan bringing my total cost up to ******** dollars. One year and one month later in September of 2023, the planking which was guaranteed for 1 year, should have been covered by the extra 5 year "Empire Service Plan". Upon calling Empire to ask them for repairs they informed me that I had not paid for the "Empire Service Plan" when purchasing my flooring installation. During the communications with Empire during the purchasing phase I added the "Empire Service Plan" on as an extra, stated in the below attached email. As previously stated, the base price was ******** dollars. Empire then added on ****** dollars for the "Empire Service Plan", which I paid for, this transaction can be found in the US Bank Document which is also attached below.(Summary)The Empire Today company, despite purchasing their extended warranty "Empire Service Plan" refuses to repair my flooring which they installed.

  

  Business Response

  Date: 11/27/2024

  We appreciate the customer reaching out with their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customer's vinyl plank ******************** was installed in October 2022. To better determine the cause of the damage, we have arranged for an assessment to be completed on Tuesday, December 3rd.

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

• Initial Complaint

  Date:11/09/2024

  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.

  We payed for new flooring and were guaranteed a 1 year repair warranty. We call and email about flaws that have appeared with either no response or excuses from the business. They dont want to come out and fix anything.

  

  Business Response

  Date: 11/29/2024

  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 customer's vinyl plank ******************** was installed in March 2023. We preformed an assessment and the damage to the flooring appears to be site related and not the result of a poor installation or material defect. A discounted quote has been provided to repair the flooring.

  We apologize for any inconvenience to the customer and appreciate the opportunity to review this matter.

• Initial Complaint

  Date:11/09/2024

  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 had Empire put new carpets in our house in June 2021. Just over the year ***** we saw excessive loose areas, where the carpet was lifting. We contacted Empire and they advised we were just over the warranty date. The carpets were obviously not installed correctly for the amount of lifting taking place. We have been trying to work with Empire to connect with the carpet manufacturer to see if they have a retention warranty. Empire's customer service has been unresponsive. The carpet is loose in all areas it was installed, even the stairs. The carpet is now so loose it is causing tripping hazards and is unsafe to walk on. Due to Empire's poor quality of install, we demand a full refund.

  

  Business Response

  Date: 11/22/2024

  We appreciate the customer contacting us regarding their concerns. We have emailed the customer to provide information needed to file a manufacturer warranty claim on the customers behalf. The customer has yet to respond to our request. We appreciate the customers feedback and look forward to amicably resolving this matter.

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22535240
  
  I am rejecting this response because:  After months of trying to resolve this issue with Empire, it took a BBB complaint for them to respond.  Meanwhile, my carpets have continued to worsen.  They offered 2 solutions, I could pay them AGAIN to re-do the install or they can send me paperwork for a manufacturers warranty claim.  They advised they would send the warranty claim information, but I have never received it.  I called and left them another message asking for the warranty claim information, information on the manufacture of the carpet and a copy of their warranty.  I once again have not received a response from them.  I am very disappointed that Empire, a multi-million dollar company, is passing blame onto the carpet manufacture and not taking any ownership of their poor quality install.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 11/29/2024

  We have tried to reach the customer on both numbers on file  but could only leave messages.  We have also emailed again to the address on file and have not received a response.

  We will continue to try and reach the customer so that we can move forward with a claim.

• Initial Complaint

  Date:11/08/2024

  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 flooring is glue down and it was layed in properly. We have given Empire 3 chances to come and fix flooring and each time they come they have an excuse as to why they cannot fix it. Flooring manager came out and basically said the whole floor needs replaced. I cannot ever speak with a manager or anyone to get a refund when I call Empire.

  

  Business Response

  Date: 11/27/2024

  We appreciate the customer reaching out to share their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. We performed an assessment and determined that replacement was appropriate under the labor warranty. 

  We apologize for the customer's experience and thank them for the opportunity to review this matter.

• Initial Complaint

  Date:11/08/2024

  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 moved into a newly built home in 2020. The house had vinyl floors in the kitchen and dinning room. The builder advised me to put protectors under the legs of my dinning room furniture to help protect the floors better so i went ahead and did that. They work perfectly and i had no scratches or issues on the floors. Last year (2023) i had a plumbing issue that affected by dinning room so i had to change my vinyl floors. Empire today came and pitched their floors to me. The sales guy spent a lot of time for two days convincing me at my dinning room. He saw my furniture with the protectors and did not mention the protectors wont work well with their product. I eventually decided to go with them because they promised life time warranty. The sent someone to install the floors afterwards. The installer also saw my furniture and did not say anything about the protectors. I had o issues scratches or issues with the floors until a couple of weeks ago when i noticed parts of the floor in the dinning room were elevated. There was also a small chip on another part. I called empire and they sent the contractor that installed the floors to repair the floors. He then told he wondered if the protectors might have something to do with the issue and i pointed out to him that i have had the protectors for years and had no issue with them. Even their current floors had no scratches except the areas that were elevating. He then told me it might just be that the product is inferior so i should ask empire to change the product for the dinning room. I told him i dont want to have different products for the dinning room and kitchen. He then said he didnt have enough material so he will have to get more from empire and come back. I got a call later from empire that the protectors were the reason for the problem and i will have to pay out of pocket. I refused and requested to speak to someone else. I was promised a call but no one has called to date.

  

  Business Response

  Date: 11/13/2024

  We appreciate the customer contacting us regarding their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.

  The customers installation was completed November 13, 2023

  We will be conducting a second assessment on November 14, 2024.

  We will submit a claim to the manufacturer on behalf of the customer.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22529932
  
  I am rejecting this response because: I have not received a definite solution to my problem. I received a call from Empire and after explaining myself thoroughly i was told they will let someone come do a second assessment and they will send it to the manufacturer if they will approve the repairs. Basically shifting the resposibility to the manufacturer. I dont have a probelm if the manufacturer eventually fixes my problem. All i know is i was promised a warranty from empire which made me buy their product and i am not getting the required help when i need it. I rejected the response because i dont know how this issue will end. I will accept the response after it has been finally resolved.
  
  Sincerely,
  
  ******* ***********

  

  Business Response

  Date: 11/19/2024

  The ************* Service Manager contacted the customer and discussed the second assessment which coincided with the first.

  The results were the same.  The customer refused a billable service.

  The ************* Service Manager advised the customer if he disagrees with out findings he is welcome to acquire an independent certified inspection and submit it for our consideration.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22529932
  
  I am rejecting this response because:Then second ****** the came just told me he was sent to assess what repairs he needed to do and how much material he needed. He didnt even try to look at my furniture or give me any reason my the damage was caused by my furniture. He did his measurements and asked for the cleaning products i use and left. I then got a call later from empire that the results was the same. They then suggested they send me a link where i can hire and pay for an independent ****** to come and check the damage and if it was not caused by my furniture they will reimburese me and repair it. I am waiting to contact the independent comtractor and see how much that will cost me and if i can afford to hire them and then advise myself from there. It is a shame what empire is putting me through. Never again.
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:11/07/2024

  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.

  Despite my attempts to resolve these concerns through numerous calls and messages to the customer service department, I have received no satisfactory response. This lack of accountability and follow-up has left me with unresolved damages and an incomplete installation.On 8/14/2024, the installation team damaged my existing carpet by spilling glue on it and subsequently placing an item on the glued area. When the item was removed, it tore the carpet fibers, causing visible and unsightly damage. In addition, the installers removed the padding from a section of my existing carpet where it meets the new flooring, leaving a six-inch section with no padding underneath, which results in an uneven surface and diminished comfort.I spoke with a representative regarding these issues, who informed me that they would reach out to the installer to discuss a resolution. However, despite this assurance, I have not received any further communication or support to rectify the situation. I expected professional service and a high standard of quality from Empire Today. Unfortunately, the experience has been far below acceptable standards, and the damage to my property remains ************** resolve this issue, I am requesting the following actions:******** or replacement of the damaged carpet in the affected areas to restore it to its original condition.2.Reinstallation of padding in the six-inch section where it was removed to ensure a consistent and comfortable surface.3.A formal acknowledgment of these issues and confirmation of the steps your company will take to prevent similar incidents in the future.

  

  Business Response

  Date: 11/12/2024

  We appreciate the customer contacting us regarding their concerns.

  We are sending a sales consultant to the home on Wednesday, November 13, 2024 from 4 to 6pm to select carpet for the replacement of the damaged existing carpet.

• Initial Complaint

  Date:11/07/2024

  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 purchased carpet for 4 roomswithin 18 months the carpet started wrinkling.. Empire said it wasnt the carpet but the installers error. So we paid to have it stretched.. Eighteen months later the carpet did the same wrinkling. We contacted Empire and paid them $75 to come and inspect the carpet.. we have been trying to reach them since February 2024 and have been unable to speak with them and resolve this issue. The calls we make to Empire end up disconnecting, unable to leave a message or no one returns our calls. Not sure what to do next, so hoping the BBB can help resolve!

  

  Business Response

  Date: 11/22/2024

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed service of the installation. We appreciate the customers feedback and consider this matter resolved.  

  Customer Answer

  Date: 11/22/2024

   
  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:11/06/2024

  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.

  ******* a supergirl *** hang up on me Is this how your company treats customers? And your sales *** that was late and didnt even contact me to let me know she was on the way her name is ******** **** refused to send me the estimates option to make a decision in my purchase. What type of company is this. ? I need this issue resolved asap for me to select the option I want for my flooring

  

  Business Response

  Date: 11/07/2024

  We appreciate the customer contacting us regarding their concerns.

  We spoke with the customer and explained that our business model is an all-inclusive price that is presented in our free In-home sales appointment.  We do not provide itemized breakdowns, and we do not provide written quotes so we are unable to meet the customers request.

  We wish the customer best in their future home project and we thank the customer for considering our service