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Business Profile

New Carpets

Empire Today, LLC

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Empire Today, LLC has 42 locations, listed below.

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    Customer Complaints Summary

    • 1,813 total complaints in the last 3 years.
    • 487 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Answered
      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.
       
      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,

      ******* ***********inning 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.

      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:
      Answered
      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:
      Resolved
      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.
       
      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,

      ***** *****

      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.  

    • Initial Complaint

      Date:11/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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

    • Initial Complaint

      Date:11/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 LLC to install new flooring and baseboards in my basement. The contractor and his team they sent out did a good job on the floors. When they came back to install the baseboards they did not measure, only eye-balled cuts, and did a sloppy job on the seams. I requested a repair of the baseboards under warranty from a different Empire Today LLC subcontractor. The **************** Associate informed me that they do not know which installer the installation team would send out. She also said that the subcontractors only go through an onboarding process and has not responded on how they review qualifications and experience. ****** was the only subcontractor that came out wearing an Empire Today badge. The other men he brought with him did not have Empire Today identification and I do not know if they are screened and background checked by Empire Today LLC. I would like either a new installation team to come redo the baseboards (with better experience/qualifications/verification) or a refund of the $250 check for the change order, plus an additional percentage (20%) refunded from the total cost if I need to reschedule repairs with a different company. This in total was a $4,341.00 and the quality is unacceptable.

      Business Response

      Date: 11/20/2024

      We appreciate the customer reaching out to share their experience.

      As the customer requested, we have provided a refund for the cost of the baseboards.

      We apologize for their inconvenience and appreciate the opportunity to address and respond to this matter. 

    • Initial Complaint

      Date:11/06/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
       
      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,

      ******* *****

      Business Response

      Date: 11/21/2024

      We appreciate the customer contacting us regarding their concerns. 

      We have spoken with the customer and the requested payment adjustments have been made. . 

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

    • Initial Complaint

      Date:11/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Empire Today installed a carpet in my home on October 5, 2024. They installed in 3 bedrooms and 3 closets. The carpet in the master bedroom has a large open noticeable seam. The carpet in the master bedrooms closet has a large open seam as well. I called the company and the scheduled someone to come to repair on October 19th of 2024. The time frame they gave me was between 8am and 6pm. Nobody showed to repair the carpet. I called the company and they scheduled someone to come out October 26th . The person arrived and said he did not have the materials to repair the carpet and I would have to reschedule again. I called the company and they scheduled someone to come on November 2nd. The technician arrived and said the job was done badly and carpet was not installed correctly but he did not have the materials with him to repair it. Shortly after the technician left, received an email of certificate of completion , with my signature forged on the bottom. I have called several times and each time they say they will have someone call me back and nobody does.

      Business Response

      Date: 11/12/2024

      We appreciate the customer contacting us regarding their concerns.

      The installation was completed to the customer's satisfaction on Saturday, November 9, 2024.

      The customer was provided monetary compensation for the inconveniences.

       

    • Initial Complaint

      Date:11/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
       
      Complaint: 22517253

      I am rejecting this response because: Empire has offered to replace the flooring but wants us to pay $1000 for labor to do the replacement. As I informed Empire, we paid for labor as part of our $24K payment when the floor was imstalled and expected the work to be done correctly per the agreement. The work was done incorrectly from the beginning and was noticed until now, which means Empire did not provide the service agreed upon. We should not be paying for labor again because they did the work incorrectly. Why should we be held responsible to pay for labor when they are correcting the mistake that was done in the installation?

      Sincerely,

      ******** ********- Emailed ******** ********* following up on the assessment and when we would have our floors repairs, no response. 9/27/24 - Emailed ******** *********, asking for a response and if she was unable to help me to provide me with information on someone who could assist.10/18/24 - 3rd follow up email sent to ******** *********, asking for her to give me ca call, no response.The customer service has been dreadful. The assessor who came out noticed issues with our flooring immediately upon walking in. He thought those were the issues we were having but these were issues that we had not noticed, until he showed us. The entire 1st floor of our house was done incorrectly, rushed in one day (couple of hours) and yet Empire cannot return an email or phone call.

      Business Response

      Date: 11/22/2024

      We appreciate the customer contacting us regarding their concerns.  We have informed the customer that we provided a one (1) year workmanship and services warranty with our installation. The customers workmanship and services warranty expired on August 29, 2023,thus since they reported their concern July 5, 2024. We have quoted the customer a cost to conduct the repair, and they are considering our offer.  We hope we may amicably resolve this complaint. 

      Business Response

      Date: 11/26/2024

      As the workmanship warranty expired on August 26, 2023, any service we provide after this date would be a cost. The flooring concern was reported on July 5, 2024 and we have provided the associated cost for repairs needed. The customer has rejected the offer.

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

    • Initial Complaint

      Date:11/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

       
      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,

      ******** ******

      d now not do anything to address the issue and to stop calling them. I have text messages from the original selling Agent saying they would fix the situation. I was told over the phone multiple times that they could handle the issue by various managers and supervisors. I want a refund for the poor and incomplete service or have the job repaired properly, which is what I paid for in the first place. I believe they use dishonest business practices and should be held accountable. I paid for a service and product that was not provided to me.

      Business Response

      Date: 11/15/2024

      We appreciate the customer contacting us regarding their concerns.

      We have spoken to the customer and we are waiting for the written agreement to be signed and returned.

      We look forward to resolving this amicably.

    Empire Today, LLC is BBB Accredited.

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