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:05/08/2025

  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.

  I contacted Empire to purchase flooring for my residence to be installed for my living room, dining room, staircase and upstairs hallway. I signed a contract back in July of 2024 for around $7300. The salesperson that came out for the estimate of the purchase and to show flooring samples; stated that we were under warranty should any of the flooring becomes accidentally scratched. I have submitted a claim for my dining room floor to be repaired. The email was sent back in March 23rd of this year 2025 and provided pictures of the floor scratches per empires request. Up to this date I have not received a resolution from empire regarding my repairs. This company is false advertising that they will fix any scratches done to the floor. I paid a lot of money for my floors and do request for empire to repair my floors as advertised and told by the salesperson. The email was sent to empire service plan and to yherrera, without any courtesy to response back to the client (me). If it wasnt for customers like myself you wouldnt have any business.

  

  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. In addition to the warranties provided, the customer opted to purchase an extended service plan which is handled by a third-party administrator and may cover accidental damage that could occur in the home.

  The customer filed a claim with the third party, and the third party advised that the claim was declined as the damage was not accidental, so a fee applies for any service. 

  A paid service is currently scheduled for May 30, 2025. 

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

• Initial Complaint

  Date:05/07/2025

  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.

  The carpet is stained and worn.There are droplet stains. Itlike they are spreading and get worse almost daily.Something not right

  

  Business Response

  Date: 05/23/2025

  We appreciate the customer contacting us regarding their concerns. 
  

  We provide a one year warranty in addition to the warranty provided by the manufacturer for the product. Stains are not an installation concern so a fee applies for any service or assessment. We have spoken with the customer and offered a paid assessment, for a claim to be filed with the manufacturer,  for review under their warranty for the product. 

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

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23301004
  
  I am rejecting this response because: nothing was done.

  Spokeswoman said warranty expired.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/30/2025

  The one year installation warranty has expired, again stains are not an installation concern and would not be covered under the one year warranty.
  
  The manufacturer provides a warranty for the product, and would need to review the concerns to determine if they are covered under their warranty. We are happy to help facilitate submitting a claim for their review. The manufacturer requires the carpet be professionally cleaned and receipts for the cleaning must be provided with the claim. We have spoken with the customer and explained this to them.
  
  We again thank the customer for their feedback. 
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23301004
  
  I am rejecting this response because: unusal staining.

  I can't afford $150 fee for them to come and look at problem.

  They won't do anything unless I pay $150.

  Am I happy about it? No.

  Do I accept their response Yes

  I won't do business with them anymore.

  It's over.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/07/2025

  Type:Product 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.

  Salesmen where here 5/1/2025 They asked for ******** for a down payment. The rest on completion. Total of ******** We had flooring and carpet. They were done by two different contractors. When flooring contractors arrived they wanted to be paid upfront before the work was done. Next day same, they wanted paid upfront. They were holding us ****** with our down payment. They didnt provided us the ability to examine each phase. Extremely unethical.

  

  Business Response

  Date: 05/21/2025

  We appreciate the customer reaching out to share their concerns.

  The contract states under "Payment Terms" that the customer agrees and understands that they will pay the balance due on any purchased product at the time the installation of that product begins. Additionally, under "Payment Terms" it states that if the customer purchases more than one product that they will pay the balance due on each product at the time the installation of each product begins. We regret if any of this information was misunderstood.

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

• Initial Complaint

  Date:05/06/2025

  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.

  Our quote included the stretching of the hallway at the top of the stairs when they installed new carpet in the main floor Master Bedroom. The estimator got verbal approval from manager and included the stretching in the special notes of the bid. Once the new carpet was installed we were told that Empire does not stretch older carpet and basically, "now that we got your money, too bad, so sad". Very unprofessional and seemed like a bait and switch for the pricing on the quote. And now the estimator will not return our phone calls.

  

  Business Response

  Date: 05/23/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and offered a fair and reasonable accommodation of $200.

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

   

• Initial Complaint

  Date:05/06/2025

  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.

  We have made over 9 attempts to get our flooring issues corrected. We were told that EMPIRE supports their sold product and installation. NONE of our issues are "accidental damage", ALL of the issues are due in part to, poor installation and poor product quality. The flooring is NOT holding up to their warranty, nor the manufacturers warranty.Many issues such as cupping, material delaminating, floor is buckling in many areas, there is dirt/debris, etc. pushing up thru flooring. The emails we keep getting back are "out of warranty" - as you can see from our contract, and the company's website, along with detailed warranty for the actual flooring product, this should not be the case. I do have all email back up pertaining to these claims, and most should be noted on EMPIRE'S end as well. The last email back from EMPIRE was we were out of warranty and any fixes would be at our ***********, the company is NOT responding at all, and they keep directing us to file another ticket claim, of which, they do not address the issues,PLEASE HELP.Thank you Kindly, The Fleura's

  

  Business Response

  Date: 05/21/2025

  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: 05/21/2025

   
  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:05/06/2025

  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 selected Empire Today to install our carpet and padding in March 2024. The salesman that came to the house with samples, was wonderful. He measured and explained the difference between the carpet options and padding. We chose the berber carpet and the upgraded padding. The install was great also! I wish they would have explained that the berber would be a much, much lower pile, even with the upgraded padding. We would have painted the baseboards again prior to the install, but that was no big deal. The problems started a few months after install. At first I noticed some pilling. I thought maybe this was due to it just being new, having never delt with berber. No, simply walking on it is pulling fibers out, strings of fibers come out and pull entire runs from the carpet. It trips everyone up and gets caught on everything. I have to take scissors and crawl around trimming strings. We use a new Dyson, so that's not the issue. I called to have someone come take a look in September 2024. ****** ***** came out 10/29 for inspection and declared this a warranty issue with a defect in the carpet from the mill. A month later she said, the mill was fighting her on it, but she has "multiple customers with the same issue". In October she sent someone out to collect a sample. He also stated there is clearly something wrong with the carpet. In December I emailed her, she said she was still waiting. Now, no answer to phone or email. No call backs from the ************ number. No one will communicate with me at all. EXCEPT their sales team calls biweekly for more business. This is frustrating and embarrasing. We renovated my family home and flooring was the last step, but now I cannot even invite people over because the carpet is so bad and may actually trip someone. I'm scared to paint the baseboards, as to void the warranty. But I honetly believe they have pulled me along with this warranty issue until the warranty expired. But I have documented everything since September.

  

  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 customer's claim was submitted to the manufacturer for claims under warranty. Please be advised this process can take up to eight weeks for the manufacturer to reply. We have requested an update and will follow up with the customer as soon a deamination has been made.

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

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23293146
  
  I am rejecting this response because:

  My warranty claim was submitted October 29th, 2024. While eight weeks does seem like a resonable response time, it has now been 7 months. Not to mention, they came to my home again to gather a sample many months later after the initial warranty was filed. Where is the original filing and sample collected? I understand your turnover rate to be very high, and your installation manager is no longer there. But if you are going to offer a warranty you should stand behind it, and in a timely fashion. Clearly something is very wrong with this product you are selling as a higher to mid-grade carpet. 

  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/02/2025

  While the problems with the flooring have existed for several months, the claim was not submitted to the manufacturer at that time. We do apologize for any delays, however.

  The manufacturer has advised that the type of damage observed is not provided for under the manufacturing warranty and the manufacturer denied the claim. As a gesture to resolve this matter, we are happy to provide a discounted quote for replacement. 

   

   

   

   

   

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23293146
  
  I am rejecting this response because:

  I was called by an employee named ******* on 6/2. She stated that she was instructed to call and notify me that the warranty claim was denied. The cause for the warranty claim being denied, was in relation to the vacuume cleaner, that I used. I use a newer model Dyson. She told me that Dyson vacuumes to do meet the *** approval standards for the backing used on the Mohawk carpet that was sold to us by Empire Today. So, I then looked into the *** approved vacuumes and I have never heard of any of the brands approved by the *** (************************). You will not find the household brands like Shark or *****, etc. I was told that they would cover the cost of replacement carpet material and I would have to cover the cost of the labor to install the new carpet. I have attached the copy of the 1 year warranty provided by Empire Today and also my signed contract. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/03/2025

  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.

  The flooring and baseboards were installed by this Company. No one moved in until March of 2025. No one was in the house until then. During cleaning a cut was seen by the front door. Pictures were taken and sent to the company when I requested a service call. The installer just came out this morning and said it looks like the baseboard installer did the cut so he wouldn't fix it even though he had the piece of flooring with him. I immediately called the store and was told I would have to pay for the repair as I caused the damage. I was told that they had a picture to show it was perfect upon install. I've not seen any evidence of their claim that I caused the damage. I've had other issues with this company that eventually got resolved but I've been fighting the entire process.

  

  Business Response

  Date: 05/23/2025

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer.We explained the damage to the floor is post installation and we would not be covered under warranty as it was reported more than four months after installation was completed. We have quoted the cost to repair and customer has declined. We appreciate the customers feedback and hope they will reconsider our offer.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23282585d
  
  I am rejecting this response because:

  The house was vacant for four months, so the damage wasn't seen until move in.  Also, I was told they had pictures and never provided them despite being told on two different occasions they would send them.  I also did not receive any quote to fix it.  I'm not responsible for this issue!  I also will mention that the company tried to change the loan amount repeatedly and I had to work with headquarters to get it resolved.  I will be posting on Yelp, etc.  negative reviews since this company will not work with their customers!
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 05/28/2025

  Empire concludes the damage tot he floor occurred after the completion of the installation.

  The customers photo shows door casings installed around the patio door.

  Our post install photo (attached) does not have door casings around the patio door.

  We ascertain that after installation whomever installed the door casings cut the wall base on the wall and damaged the floor.

  This would not be covered under warranty and be chargeable tot he customer.

  We will email them a quote to repair the floor.

   

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23282585
  
  I am rejecting this response because: the picture attached is not the location of the pictures or damage I provided. There is nothing wrong by the patio door.  It was by the front door!!!!  All baseboards and flooring were done by this Company!  The house was vacant for months after flooring was installed.  I'm now even more upset because I'm expected to pay for damage I didn't cause?  NO WAY!  I will not close this case as the finger pointing has to stop. I'm an elderly person and feel I'm being taken advantage of.  Since the company isn't willing to take care of things I'll be contacting corporate and writing negative reviews which will include the way the quote kept being changed.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/02/2025

  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.

  Empire Today installed my floors on the kitchen side of my house in November of 2024. It's only been 6 months and the floors cracked. I sent them pictures as they asked me to, but blame me for the Crack when they were the ones that sent contractors out to level my floor and install the lvp. Now they want over $400 to fix the issue and this should be covered under warranty.

  

  Business Response

  Date: 05/21/2025

  Service to repair the flooring was completed.

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

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23279902
  
  I am rejecting this response because: They did not fix the floor, told me I would have to pay and nothing was under the floor. The contractor stayed out of the goodness of his heart and offered to help, so he did and guess what, debris under the floor panel caused the creck. Empire will not be recieving anymore business from me or anyone I know. Their warranty and efforts lack and they will not stand by their companies words. 
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 05/23/2025

  We appreciate the customer contacting us regarding their concern. 

  A manager with the local office spoke with the customer who confirmed the installer repaired the damaged plank. 

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

• Initial Complaint

  Date:05/02/2025

  Type:Order 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 ordered carpet through Empier today we told the sales person we needed furniture moved which he stated they do which they sent 1 person to do the job so my boyfriend had to help *** we told him that we had cat issues which he lied we had to do it..He told us we were getting 60 months no interest which we were going use our own credit card and he said he had that plan of 60 months which was a lie as well..when we called the salesman he was threatening and acted like a thug and now they are trying to take the credit away to only get 12 months no interest..we made 1 payment and it only went to the interest..now they want us to sign awhile new contract when sent the one back of the corrected plan we picked now we have to sign a different one without the discount for only paperwork..they are scamming all the way around..I am so mad *** over Empire and will post bad reviews every where ..they also had to come back the next day to put our carpet in and we could not use our kitchen because all of my furniture was in it..I have animals they was inconvenienced as well as us due the lying salesman..

  

  Business Response

  Date: 05/21/2025

  We appreciate the customer reaching out to share their experience.

  We have updated the terms of the financing and a fair and reasonable accommodation was provided for the customer's experience. 

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

• Initial Complaint

  Date:05/01/2025

  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 contracted with Empire because they could offer fast and complete installation of a product they assured me they had on-hand and ready to install. That was all a lie. And they have 0 accountability. My first clue that this company is happy to scam people should have been that they require 100% payment up front and then promise to address any possible issues by coming back to fix it until youre happy. The sales *** ***** True confirmed that the materials for my job were all available at the time we booked the appointment on Wed 4/23. Installation was set for Friday that week 04/25. But that was a lie to get me to sign the contract and pay over $16k. Then Friday comes and the sub-contractors they sent are standing on my doorstep when Empire calls back to say, Oops, our bad. We actually dont have the materials to complete your stairs but we can do everything else and come back next week for the rest. Fine. Only that was also a lie. Turns out the materials are actually on back order. When the sub-contractors leave, they leave the stairs in horrific condition with ***** ******* sticking out from all angles on over a dozen stairs. Were ripping open our feet daily finding new staples and trying to remove them all ourselves. Frustrated, I call to speak to Finance and **************** about adjusting this bill since now were going to be a minimum of 2 weeks out from the original contract date before they finish this job and our stairs are something out of Fear Factor. They tell me they cant do anything. Maybe they can discuss a discount or extremely minimum refund amount after the job is completely done get thisbecause there could be other issues before we get to the end. Wed like to hope your materials come in in time for a May 10th install but we dont really know. So *** the **************** Service manager runs the team like this. No more fake promises but absolutely no accountability.

  

  Business Response

  Date: 05/19/2025

  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.