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

  200 Elm St North Haven, CT 06473

  
• 

  Empire Today, LLC

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today LLC - Washington DC

  7760 Doane Dr Ste 135 Manassas, VA 20109

  

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:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2024 we paid Empire $5,500 to install luxury vinyl planking flooring in our kitchen and family room. When it was installed I hadn't noticed that they did not take up the old linoleum tile that was torn up from my deceased father's wheelchair. They also did nothing to resolve the unlevel flooring between the kitchen and the family room. They simply installed the new flooring over it. I was assured that it would make no difference. Within a few months, the floor was peeling back in several places, making loud and cracking noises when you walked on it, and the individual boards were cupping and curving making it impossible to mop the floor. They were very slow to call me back and every time they had to call me back would take weeks and weeks but finally in August they said the product was faulty and replaced the floor. By December, the floor was cracking and chipping in multiple places, the board were separating, peeling and it was again cupping and warping even worse than before. I have been going back and forth with them since January when I notified them of the problems. I told them we do not want to go through the h*** of having the floor torn up again and the same faulty product installed in. It takes weeks for **** to call me back. Finally she had me speak to her boss several weeks agowho refuses to give a refund. He offered to replace the floor but I told him no that is not acceptable. I later contacted **** and told her if they would install a different product such as tile we would agree to that. She then stated that we would have to pay the difference which we're not willing to do we simply want our money back now we are tired of having the floor torn up. We're tired of stabbing our feet on faulty flooring. It has been nearly a year and a half that we have been denied a quality kitchen floor which we paid for.

  

  Business Response

  Date: 05/09/2025

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer and have offered to provide a replacement service to the floor under warranty. We have offered different products as well, some of which would be at an additional cost to the customer. The customer elected not to have us provide the service. We appreciate the customers feedback and hope they reconsider the offer. 

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23232234
  
  I am rejecting this response because:

  They have already had two chances to give me a decent floor that will not peel up, warp, cause me to trip and injure my feet. I am not accepting that they install the same cheap, low quality products again in my kitchen so it can tear up in a few months. They have completely ripped me off. I paid over $5,000 for two rooms of flooring and they're not even that big of rooms. The only other product they have is ceramic tile and I had already got a  measurement and quote from **********, so I would know how badly they were trying to rip me off. And just as expected they quoted me another $5,400 plus the $5,000 I'm out that's over $10,000 to upgrade to ceramic tile. They should have to upgrade me for free for all the inconvenience and stress I have been put through. I have congestive heart failure. ************ quote was under $3,000. Can you imagine these con artists and thieves trying to charge me over $10,000 for something that I could get elsewhere for $3,000. At this point I want my money back and I will get my money back and I will get an attorney and I will get my money back.  Empire disgusts me.
  
  Sincerely,
  
  ****** Soldier

  

  Business Response

  Date: 05/16/2025

  We appreciate the customer contacting us regarding their concerns. The customer has been approved for a warranty replacement. The customer has declined the replacement offer. They have indicated their attorney will be involved. We appreciate the customers feedback and look forward to amicably resolving this matter.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23232234
  
  I am rejecting this response because: This is totally unsatisfactory. They are still offering to replace the floor with the same inferior, low quality, cheap product that has been installed twice. Everyday the chips, gaps, and buckles grow worse and worse on my floor, making it more and more dangerous to walk on. We are constantly nicking our feet and toes on this dangerous surface. I have tripped multiple times and nearly fallen.  They have now offered to charge me $3,000 more to have tile put down instead of this complete trash, worthless product they call LVP. What a joke. Why would I pay them another $3,000 on top of the $5,500 they have already stolen from me in order to have a usable kitchen floor? The fact that they're offering to replace it for a third time and have now dropped the additional amount they would like to steal from me in the hope of having a better product (which is truthfully not very likely) is proof that they know they are at fault. And just thinking about the fact that we paid for an additional warranty to these con artists, I feel sick to my stomach. I have pictures of my toes bleeding several times where I have injured my feet. These con artists are thieves with no conscience. They have stolen a large chunk of our savings and do not care that we have never had a decent floor to walk on and are injuring ourselves.
  
  Sincerely,
  
  ****** Soldier

• Initial Complaint

  Date:04/21/2025

  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.

  For over 3 weeks, continuously receiving promise of getting job finished, but keeps getting pushed back. And when they do schedule to come out, it ends up being changed to something inconvenient for my husband and I, the homeowners. I understand that there are occasional things that happen, but come on. This was supposed to be all done in one day... flooring, quarter rounds, and transitions. Flooring was done 3/26, but they had to return on 4/11 to do the quarter rounds and transitions. Transitions were completed but not enough quarter rounds were brought. Received a call this week from the installation manager and scheduled for 4/17. Received call on 4/16 and scheduled for early 4/18 due to personal commitments later in the day. He said no problem because of an existing appointment in ***********. Received call around 10:30ish that went to spam filter. Called Empire and was told it would be 4:00 pm. This is ridiculous.

• Initial Complaint

  Date:04/19/2025

  Type:Customer Service 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 estimated cost of replacing the flooring was several thousand dollars less than the final bill. I have not received a breakdown of the installation of each: such as material cost or labor, square footage. I am unable to determine the actual final costs, or if the promised discounts were applied to the final bill. They are charging several thousand dollars for sub flooring that was never done. I have appealed to Empire, starting in October the day of installation, multiple times, finally talking to an accountant manager ***** ********. Each of the 5 representatives I spoke to promised me that they would correct the problem. I was given $120.00 reimbursement for thousands of dollars I have been overcharged.

  

  Business Response

  Date: 05/08/2025

  We appreciate the customer contacting us regarding their concerns. 

  The customer has two contracts. One for their staircase and one for their kitchen, living room and bedroom. We have sent the customer photos showing the subfloor work was completed. The $120 was refunded for underlayment that was not needed. No additional refund is due. 

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

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

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23226129
  
  I am rejecting this response because:
  No sub flooring was installed, no pictures were sent. 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/22/2025

  We have spoken with the customer about their concerns and emailed photos showing the plywood was installed. 

  We have offered the customer an accommodation of $220 which will be applied to the original payment method. 

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

• Initial Complaint

  Date:04/18/2025

  Type:Order 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.

  This involves a contract dispute. A sales *** bid on a flooring job, including the moving of the furniture, save two exercise machines. The couch, bed, chair, bookcases, etc. were all included, explicitly. We were told to remove the personal effects from the bookcases, which we did. To close the deal, I was offered the signature box on the salesperson's tablet. I was not given a reasonable opportunity to read the entire contract, as the signature was requested on the spot, on a device that was not mine. With the faith that Empire is a ***utable company and with the very detailed verbal descriptions given by the salesperson, I signed. When installation day approached, other ***resentatives from Empire gave instructions that directly contradicted the assurances provided by the sales ***. The new people told us that we would have to move all boxes and that we were responsible for the disassembly, moving and reassembly of the bed. Again, the sale *** explicitly told us these were included in the labor cost, and this was the primary factor that caused us to choose Empire, as we are not in a position to do that ourselves. The second group of ***s insisted and I asked for the work to be cancelled, as the install was for the very next day, leaving me no time to work out a solution. The company said that they would refund part of the payment, but that they would keep $2000 for the cancellation. Obviously, this is unacceptable. They can honor the verbal agreement and do the work they promised, or they can refund the full amount. Because the new carpet was undertaken as p*** for in event involving 20 out of town guests, I will incur hundreds in hotel costs, having to get hotel rooms for the people who were supposed to stay in the newly refinished rooms. The contract presentation was unacceptable, as it directly contradicts what the sales person said, without an opportunity to for the customer to recognize the disc***ancy.

• Initial Complaint

  Date:04/17/2025

  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.

  April 9.layed flooring My wife called 3 times and I called twice Old story got our money and won't answer our calls Poor workmanship

  

  Business Response

  Date: 05/02/2025

  We appreciate the customer contacting us regarding their concerns.

  We have service scheduled for May 5, 2025.

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

• Initial Complaint

  Date:04/17/2025

  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 purchased new carpet and pad. paid in full. the installers did a very unacceptable install. when i asked them to fix the problems they told me they would. they have been scheduled three times and have not showed up for any of these. Empire Today will not correct this . I have been told by Empire Today that they don't care . .The problem is almost a month that they installed the carpet and no return phone calls or follow up by Empire Today .They refuse to make any effort to this problem.

  

  Business Response

  Date: 05/02/2025

  We appreciate the customer contacting us regarding their concerns.

  We have service scheduled for May 9, 2025.

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

• Initial Complaint

  Date:04/16/2025

  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.

  Flooring was installed last week of February, 2025. Contractors moved furniture from an office room and one bedroom. In so doing, they knocked a hole in one bedroom door and marred and damaged a corner of the wall to the hallway. The damage was not noticed until a week later and was reported to the agent with whom I had dealt, and pictures were also sent to him. He said he would report this to customer service. On March 6th, I received an email asking for my review to which I replied that I was waiting for an answer to the damage complaint. They replied that this was being noted and I would hear from them. A couple of weeks later, I again reminded them I had not had any reply on damage repair. It is now April 16th, and still no reply. I have today sent an email to Empire stating I had not heard from them and have concluded that they have no intention of repairing the damage or reimbursing me for cost of repair, and that I am reporting them to BBB. My suggestion to the general public is to not use Empire Today.

  

  Business Response

  Date: 05/05/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken to the customer and a fair and reasonable accommodation was offered and the customer accepted. 

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

• Initial Complaint

  Date:04/15/2025

  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 have been trying for months to resolve the issues I have with the. ********* they sold and installed. The first month dust came from the carpet I thought it would stop, I had 2 bedroom, living room and hall done with a life time warranty it would not mat. The carpet started to mat in areas after just a few months, I tried to using the vacuum, then use my finger to get it to stop, also thought to clean the area, the color of the water was the same as the carpet. For months I sent them pictures of the carpet, also the dust that was still coming up, after that they ask me how many times I vacuumed, did I have the carpet professionally cleaned, what kind of vacuum did I have, I sent them another letter, all this time they NEVER came to my home and look. I finally had enough my son and I both had ***** infections I called another company to come replace the living room carpet. The carpet they installed had patches of loops, were the carpet was matted, it was not supposed to to be looped, also when they took up the carpet the tack strips were installed improperly which caused the carpet to be loose. I tried to resolve this by asking for $3,000.00 for the living room, but the bedrooms I would replace, but then they wanted receipts of were I had the carpet cleaned, NO ONE ever came to my home to see the carpet for them selves , Im asking them to pay for the living room carpet if I have to go further with this I will.

  

  Business Response

  Date: 05/02/2025

  We appreciate the customer reaching out to share their concerns.

  We provide a one-year installation warranty as well as a product warranty from the flooring manufacturer. The customer's carpet was installed in March 2021. We are happy to submit a claim to the manufacturer on behalf of the customer, but it is a requirement of the manufacturer that we provide evidence that the carpet has been professionally cleaned every 12 to 18 months. The manufacturer's warranty is attached for reference. 

  We apologize for any inconvenience and look forward to hearing back from the customer with the requested information so that we are able to proceed with the claim.

• Initial Complaint

  Date:04/15/2025

  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 bought $4k in carpet from empire when I bought my home. I have had so many issues with this carpet. I live alone and have no pets. Im barely even home. The carpet has had very minimal, light use. It now needs to be stretched for the second time. I have contacted empire customer service several times and Im being ignored. I have a large bubble in my living room (for the second time), and small bubbles on the stairs and a bedroom. I believe this carpet was improperly installed. I would like to resolve this issue and get the carpet stretched again. Empire has not responded to any of my phone calls, messages, or emails. I would like someone to contact me to fix my carpet and have it stretched again.

  

  Business Response

  Date: 05/02/2025

  We appreciate the customer contacting us regarding their concerns.  We have informed the customer that we provide a one (1) year workmanship and services warranty with our installation. The customers workmanship and services warranty expired on August 8, 2021,thus since they reported their concern April 8, 2025, the requested service would not be provided under warranty. We have informed the customer we would not be able to service their concern. 

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23207250
  
  I am rejecting this response because:

  The carpet was improperly installed. No reason it should getting humps everywhere. I have filed with the local consumer affairs branch as well as the local contractors board. I will also hire an attorney for small claims court if needed. I would like the license numbers and information for the crew that installed this carpet, as I can almost guarantee they were not empire employees at the date of service. I was also told by the salesman that there would be no issues with workmanship and if there was to contact Empire, and it would be taken care of in the future. Is there a reason there are thousands of 1/2 star reviews on this BBB site stating the same issues I am having- poor workmanship??
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 05/08/2025

  The customers workmanship and services warranty expired on August 8, 2021 yet we conducted a courtesy stretch of the living room on June 22, 2022. We believe the buckling of the living room is due to site related activity or environmental as the other 3 rooms we installed in August 2020 have not been reported as a concern. The services warranty is expired and we are unable to provide service in this matter. 

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23207250
  
  I am rejecting this response because:
  The entire home is buckling. The stairs and all bedrooms. This represents faulty installation. I have attached a pic of the living room but all rooms including both staircases are buckling as well. This needs to be fixed. I received a voicemail a few days ago from a lady named ***** that attempted to reach me and I have called her back numerous times and not gotten a response. Again all rooms and all staircases are showing the same buckling of carpet. It is not environmental.

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

• Initial Complaint

  Date:04/14/2025

  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 had new vinyl plank flooring installed throughout my entire home for $10,000 in February ******* husband and myself purchased a five year warranty in February 2022 to protect against scratches, buckling, warping, delamination, etc. in the amount of $1,500.Such buckling/warping/delamination has occurred.I contacted their customer service in November 2024 @************, *************** and have contacted her every week by email and phone. She does not even pick up my phone calls.We also contacted her supervisor, which she suggested, to send pictures of our concerns.We sent pictures 3/18/25 and have called him every week. The calls go directly to voice mail.I have always left a message on these calls.When I originally called customer service, ***** said they no longer carried our "pattern of flooring, and that our concerns were not covered, even though examples of our concerns were illustrated in their contract.Quite simply, I am asking them to honor their contract for repairs.

  

  Business Response

  Date: 05/02/2025

  We appreciate the customer contacting us regarding their concerns.

  We have spoken with the customer and service is currently schedule for May 5, 2025.

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

  Customer Answer

  Date: 05/05/2025

  Complaint: 23204191
  
  I am rejecting this response because: Last Tuesday someone was scheduled to come out for repair, but no one called or came out. They rescheduled for today. ***** came out and took pictures and measured and looked at the concerns we had and said he would never use this type of material for planks. We paid a lot of money for this work to be done, so I would like to see the work performed.
  
  Sincerely,
  
  ***** Imes 

  

  Business Response

  Date: 05/08/2025

  We appreciate the customer contacting us regarding their concerns. 

  We provide a one year installation warranty in addition to the warranty provided by the manufacturer for the product. We have reviewed the customers concerns and explained that the damage is not install or product related, so a fee applies for any service. 

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

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23204191
  
  I am rejecting this response because:  This concern has been ongoing for over a year...only addressed because of my filing with the BBB.  No satisfactory resolution. !!!  !!!

  The most recent follow up, after the BBB complaint, was to have a technician come to our home on Tuesday, May 29.  No one called, no one showed.  I finally called into customer service to find out that they cancelled the repair order because they didn't have the product in stock...no longer carrying our style.  We were told at the end of our installation that we would pay for a box or two, to have available in case of repairs.

  When the rescheduled repair technician arrived on Monday, May 5, "*****" noted that the 7 planks that were left for us were -- scrap -- unable to be used.

  There must be 7 or so planks of the product that we installed, somewhere.  We resurfaced our entire home to ensure continuity. 

  The very suggestion that i should request an estimator to come out to again...quote...our home to be resurfaced...is insulting.

   

  Again, we paid $1,500 for extended warranty.  

   

  
  Sincerely,
  
  ***** ****