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Business Profile

New Carpets

Empire Today, LLC

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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

    • 1,855 total complaints in the last 3 years.
    • 500 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:05/14/2025

      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 was told I had no warranty from 4 years ago when I had vinyl flooring installed. I contact my sales *** who showed me that I indeed do have a Lifetime warranty against defects in flooring. I printed the warranty. Empire Today told me since they don't offer my style of flooring anymore that it would have to be completely redone at my expense. My sales *** told me that is not true at all.

      Business Response

      Date: 05/27/2025

      We appreciate the customer contacting us regarding their concerns.

      The local office General Manager reached out to the customer and has offered a reselection with a no cost replacement to resolve the issue.

    • Initial Complaint

      Date:05/14/2025

      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.
      We recently had Empire come out to re-stretch our carpet. At one end of our carpet near the deck the technician did not tack down the carpet after stretching it out that whole side of the carpet comes up and is exposed. There are also large slits in the carpet at 2 different areas where I assume they cut to re-stretch the carpet or I have no idea what they did. The Tech came back out on Thursday April 30th and said the carpet may need to be replaced. Since then I have not heard a word from the lady handling my ticket. I have called multiple times and have send an email. The guy who answers the phone supposedly has left multiple messages for the lady to call me back, but nothing has come from that or has she responded to my email. I have asked to speak to the manager and they were supposedly in a meeting. I asked to leave a message for the manager to call me back, but again have heard nothing. No one is trying to contact me back or trying to help me resolve this issue. It is beyond unprofessional and I am at my wits end. Its will be 2 weeks tomorrow without a word on my situation.

      Business Response

      Date: 05/20/2025

      We appreciate the customer contacting us regarding their concerns. 

      The ************* Service Manager contacted the customer and advised the replacement was approved.

      The replacement is scheduled for Thursday, May 22, 2025.

      Customer Answer

      Date: 05/20/2025

       
      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:05/14/2025

      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.
      Empire installed LVP flooring in my home in November 2023. We began having issues with the floor about 6 months later and began reaching out to them to have warranty repairs made. Nothing was done until Nov 2024 when ******** *********, the customer service manager, emailed me and requested pictures. Pictures were sent and emails exchanged and they sent someone out. They ended up blaming my table and chairs for the damage (which I did and still do disagree with). We agreed to pay for the repairs in the area affected at a discount but I was upset to be paying at all. We had problem after problem with scheduling and such and ultimately it was March 2025 before repairs were made and paid for. Now its only 2 months later and my entire floor is damaged in the same way, coming up, splitting , gapping, all wavy looking and just an utter mess. They sent out someone to look at it May 6. This Appointment was supposed to be at 1:30 in the afternoon that day with an installation manager and it ended up being at 9:30 AM with someone who was not a manager of any kind and didnt even work directly for empire, but was in fact a contractor. He told me that thefloor shouldve been glued down in the first place, but that these issues must be due to the product itself, and he was going to tell empire that that was the case. I was told in an email on May 9th hi ******** ********* that I would have an answer to these issues by Monday, May 12 definitely and it is currently May 14 and I cannotget her to respond to my request for an answer.

      Business Response

      Date: 06/02/2025

      We thank the customer for reaching out to share 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 November 2023. A manager performed a site assessment to determine what is needed to address this matter. We are in contact with the customer and will complete the repair at no cost to the customer.

      We apologize for the customer's inconvenience and look forward to a positive outcome.

       

       

      Customer Answer

      Date: 06/03/2025

       
      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:05/13/2025

      Type:Customer Service 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.
      We had a floor tiled on April 3. The incorrect color of quarter rounds was put in. I placed a call to the salesman, he responded by saying we will come up with an easy solution for you, that he had spoken to his manager and it wont cost me anything The next day after the floor was installed, we noticed our security system was not working. We thought it was an online problem ,fast-forward we had an electrician come out to tell us that the wire was cut , when installing the tile. We reported this information to Empire. They told us that they would expedite it and gave us a ticket number and-classified it as elevated status. There has been no resolve to date. This is now six weeks. Impossible and frustrating to get through to customer service , it is like climbing *************. No one answers the phone. I have been on hold for countless hours in total. I have spoken to a dozen managers who promised to resolve the issue. This is the worst service I have ever-received from any company. I am promised phone calls that are never returned. Everyone passes the ***** Please save yourself aggravation and stress, and do not use Empire at all costs. The worst customer service ever!!!! 

      Business Response

      Date: 05/20/2025


      We appreciate the customer contacting us regarding their concerns. 

      The ************* Service Manager contacted the customer and resolved the issue amicably.

      Customer Answer

      Date: 05/20/2025

       
      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. I am pleased to say that my complaint with Empire today has been fully resolved to my utmost satisfaction. Thank you so much for your help.

      Sincerely,

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

    • Initial Complaint

      Date:05/13/2025

      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.
      Improper installation of vinyl plank flooring. They have refused to repair. Looking to get flooring properly repaired . Spent $7000.00 for flooring and they will not stand by their work.

      Business Response

      Date: 05/23/2025

      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 October 23, 2023.

      A second assessment was performed on Monday, May 19, 2025.

      The photos and assessment information were forwarded to the manufacturer for review for a claim under warranty.

      Please be advised this process is currently taking up to eight (8) weeks for the manufacturer to reply once submitted.

    • Initial Complaint

      Date:05/11/2025

      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.
      Flooring was to be installed, installer was here and he ran out of material. He said if I go get the rest of the material he could finish and I could send in the receipt and get the money refunded for the extra material that was needed to finish. I spent $245.04 on the materials and I have reached out multiple times to, ****** ******. He is the salesmen in charge of what I had done. His number is ************ and his email is ********************************** like I said I have reached out to him atleast 3 times about the situation and he is fully aware of the situation and has assured me that he is trying to reach out to his manager to ask about the refund and get it resolved and yet nothing has been done and he doesnt even Try to reach back out to me. The installation was done around 4/19/24 and I bought the materials on 5/6/24. I am only looking to get my refund but I feel like I am just getting the run around and I feel like he just hoped I stop reaching out about the situation.

      Business Response

      Date: 05/29/2025

      We appreciate the customer contacting us regarding their concerns. 

      We have reached out to the customer to discuss but have not yet spoken with them. 

      We look forward to speaking with the customer and resolving this matter amicably. 

    • Initial Complaint

      Date:05/10/2025

      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.
      Purchased flooring in January. Have reached out to the company multiple times for someone to come out and look at the low quality of the product and give options on how to better care for it - nothing is working and looks poor. Even when connecting with someone at the company they take my information to call back and give next steps, options, solutions and no one else calls. This has been going on for over a month now.

      Business Response

      Date: 05/30/2025

      We thank the customer for reaching out to share their experience.

      We provide a one (1)year labor warranty, in addition to the product warranty from the manufacturer.The customers vinyl plank ******************** was installed in January 2025. The customer advised that his ******************** appeared discolored and dull. We have completed a manager assessment and determined the appearance of the flooring to be from a build up as a result an oil soap cleaner intended for hardwood flooring was used on the vinyl flooring. 

      To be certain, the complaint has been forwarded to the manufacturer for review. Please be advised that this process can take up to eight weeks for the manufacturer to review and reply. 

      We apologize for any inconvenience and appreciate the customer's feedback.

      Customer Answer

      Date: 06/03/2025

       
      Complaint: 23313160

      I am rejecting this response because:
      About The soap They recommend to use on 5/4/2025 I only used it on a small section in the laundry room the next day when I called to have one of their customers service people come out to look at the floor he took notes and pictures of what I was complaining about.His name is **** *********.Thank you **** Thomas 
      Sincerely,

      **** ******

      Business Response

      Date: 06/06/2025

      We appreciate the additional information from Mr. *************** completed a second assessment to determine what will be needed to repair the flooring. We have ordered the material and will schedule service with the customer, once received.

      We look forward to a positive outcome.

       

      Customer Answer

      Date: 06/08/2025

       
      I am rejecting their offer. This floor needs to be replaced not fixed repair or any nonsense that theyre thinking Of doing. The boards have come together and made small ridges separated, where you can put your fingernail in. Theres a hole thats popped through one of the boards. There are small, white spots and other boards theres discoloration Marks on board. Some boards look on the ends like their delaminating and other problems with this floor.

      Sincerely,

      **** ******

    • Initial Complaint

      Date:05/09/2025

      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 original contract was written in May of 2022.Issue started with out original flooring delaminating and replaced with new flooring that shifts.This began on October of 2022 and i reached out to Empire and spoke to *****/*******. They were able to replace the faulty planks for the floor with new planks.I reached out to Empire again in January of 2023, talked to ***** again, who again set up a repair; this repair took place in February. Another issue with the flooring again delaminating occurred in April of 2023 in a separate spot. Installers came out a 3rd time for a delaminating flooring issue. This repair was done in May of ******* March of 2024 the floor began delaminating in another spot and I reached out to empire and worked with **** to fix. They sent out an installer to assess why the issues we were having were occurring and when he came out, it was determined that the flooring wasn't installed correctly. Though at this time, the flooring we had that kept delaminating and now lifting had been discontinued. We therefore ended up getting newer laminate flooring that we were told shouldn't experience any issues. They set us up with a better installation team. Empire team was able to rectify and installers came out on April 23. The new installers who finished on April 24th, showed us why the old installers messed up and helped us fix.October of 2024 comes around and we reached back out to Empire again (****) and we advised that a lot of our panels were shifting. They sent out an installer to inspect and verify everything was level (which he did). This took place October 15th. They then scheduled another inspection with their new installers and their installation manager (****) who all came out and said install was perfect but product was defective. I reached out to Empire on Nov 1, was told filing a manufacturer claim could take 8 weeks. It's now been 6 months and still no resolution/answer despite my multiple follow up attempts (can't upload video to big).

      Business Response

      Date: 05/28/2025

      We appreciate the customer contacting us regarding their concerns.

      We conducted an assessment of the installation and informed the customer we did discover any visible defects or damage to the floor.

      The customer may hire their own certified independent carpet inspector, at their cost, and submit a certified carpet inspection report to us for review. Certified carpet Inspectors may be located through the *****, NWFA, or IICRC.

      We appreciate the customers feedback.

      Customer Answer

      Date: 05/28/2025

       
      Complaint: 23310427

      I am rejecting this response because:

      I am attaching a video as well as correspondence with the office where they acknowledge that their field manager said the product was defective. There's no reason to have an inspector come out, when their inhouse installation manager and their 3rd party floor installer both came to the conclusion that the installation was good, but the product was defective and shouldn't be doing what it's doing. 

      In the video you can see the floor shift slightly as well as hear a loud creek. This is prevalent in multiple areas on the floor and has been present since installation. In the attached screenshot, you can see where the office did talk to the installation manager and agreed that he said the product was defective and that a manufacturer claim should be filed.


      Sincerely,

      *** ******

      Customer Answer

      Date: 05/28/2025

      Complaint: 23310427

      I am rejecting this response because: see attachments.

      Sincerely,

      *** ******

      Business Response

      Date: 06/03/2025

      We will be contacting the customer to service the floor per the video the customer attached. 

      Customer Answer

      Date: 06/06/2025

       
      Complaint: 23310427

      I am rejecting this response because: We (My wife and I) still haven't heard from the business. 

      Sincerely,

      *** ******

    • Initial Complaint

      Date:05/09/2025

      Type:Sales and Advertising 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.
      Ive been in contact with empire several times and have had issues with my carpet since install. Its not even been 2 years yet that we have had a carpet and the seams are coming apart yet again. The fibers from the carpet are also coming out constantly. Every time I vacuum more and more come out. The thing that did it for me the most was when I was vacuuming the other day and the entire corner of the carpet came up. I called and made an appointment for an inspection. A manager was supposed to come out and never showed up. I ended up being late to work because I was told I had an appointment at a certain time. I called to find out where the manager was only to be told that Empire had no idea what I was speaking about. A man ended up calling me who was an INSTALLER who could not even help me. Finally, we get a manger out here over a week later who agrees that the carpet should not be doing this. He takes pictures and said he would be in contact I told him I dont want this replaced, the whole process was awful from the start and I do not want their cheap products and terrible installation. I just want to be refunded what I owe so we can get another company and carpet installed. The manger calls me today and tells me that I have to have the carpet professionally cleaned to maintain the manufacturer warranty??? What does that have to do with the seams coming apart and the fibers coming up? Absolutely nothing. If this is cleaned, more fibers will be gone and the rest of the carpet will be ripped up from the high powered suction on the carpet. We had builder grade carpet in this house for 12 years and never had a problem with it. That was cheap carpet compared to what we purchased from Empire. I even have others ask me what is wrong with my carpet because it is so obvious that its coming apart. I want someone to do something about situation, and professionally cleaning it is not the answer. Also, I cannot upload all the photos, contact me for more pics

      Business Response

      Date: 05/28/2025

      We thank the customer contacting us regarding their concerns.

      Per the customers request, we have come to an amicable resolution regarding the installation project.

      We apologize for the customer's experience and appreciate the opportunity to address this matter. 

       

      Customer Answer

      Date: 05/30/2025

       
      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:05/09/2025

      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.
      They used molding for a wall along my bathtub where they should have used caulking as it needs a water tight seal and to prevent any damage. and left something protruding from the floor so there is now a raised dime size segment on the new flooring and its beginning to crack. Additionally, the molding they did correctly use in the bathroom does not have the tips cut to angle and finish them off. **************** has been a hassle for months and it hasnt gotten resolved.

      Business Response

      Date: 05/27/2025

      We appreciate the customer reaching out with their concerns.

      A service to address the issues was completed on Saturday, May 24th.

      We apologize for the customer's inconvenience and appreciate the opportunity to address this matter.

    Empire Today, LLC is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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