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

  103 Central Ave Ste 400B Mount Laurel, NJ 08054

  
• 

  Empire Today, LLC

  9808 Windisch Rd West Chester, OH 45069

  
• 

  Empire Today, LLC

  3839 East Paris Ave SE STE 304 Grand Rapids, MI 49512

  
• 

  Empire Today, LLC

  7776 Moller Rd 7776 - 7780 Indianapolis, IN 46268

  

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:04/29/2025

  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 had carpet installed by Empire Today on 2/25/24 with a service plan. At the time of installation, a hole was cut in the carpet over the *** pipe cap to allow access to the sewer cleanout. The hole is about the size of the cap and a decorative chrome cover is then placed over it to hide the cleanout. This is standard installation when a floor cleanout is present.We had a sewer issue this winter that required the plumber to access the cleanout. The decorative cover was removed and a large tool was placed into the slot on the top of the *** cover and it is screwed off to access the septic pipes. The tool apparently caught a fiber and unraveled a significant strip of carpet, exposing the back. Empire Today and their Service Plan provider has refused to honor my claim. Per my contract:Type of Damage from incident or accident covered:Snag/Unraveling that causes a gap greater than 1 inch and exposes the base of the ********* claim was denied. They stated it couldn't be fixed because my carpet is not available. If the carpet cannot be repaired or replaced my contract provides for compensation in the form of a check up to the limit of liability shown on confirmation page. (See page 5 of Service Plan attached)I challenged the claim denial and was told the claim was denied again because the septic cover was removed intentionally, therefore it was not an accident. Seriously?? Removing the cover was intentional as per it's intended function, but the stray fiber getting caught and unraveling was most certainly an accident!I again challenged the denial and now I am being told that the claim is being denied again because the "damage happened during installation". Here is the exact language of my contract under what is not covered around installation: b. Damage or soiling DURING delivery, installation, transit or from packing or unpacking;The damage DID NOT occur during installation; the damage occurred over a year later when the plumber removed the septic cap.

  

  Business Response

  Date: 05/01/2025

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and resolved the matter amicably.

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

  Customer Answer

  Date: 05/02/2025

   
  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:04/29/2025

  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.

  Empire is not refunding my deposit even though we are not under contract and I have asked for my money back. They told me I needed to submit the deposit before they could send the contract, once we received the contract we decided not to go with Empire and asked for the deposit back. Note, we did not sign the contract. Via email they said they never received the deposit and over the phone they said they had received the deposit, but the person couldn't refund it themselves. They told me they would talk to their finance department and get back to me, but they have not reached back out or refunded the deposit. This was a week ago.

  

  Business Response

  Date: 05/01/2025

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer,and they have exercised their right to cancel the contract. We have cancelled the contract per their request and have refunded their deposit. We appreciate the customers feedback and consider this matter resolved.

  Customer Answer

  Date: 05/05/2025

   
  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 wish that it did not take weeks and then ultimately a complaint through the BBB to resolve, but I am satisfied it was finally resolved.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/23/2025

  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.

  I talked to the Flooring Consultant on 3 Mar 2025, and my flooring was installed that weekend.The amount I have to pay back to ************** is: $5,683.10 I was told this would be a two-day job. (7 & 8 March)I been calling the company and I never get an answer. I have to contact the Flooring Consultant to get in contact with them, but the solution still hasn't been resolved. I'm already paying the bank back their loan and my floor still isn't completed. Empire Today already been paid in full.

  

  Business Response

  Date: 04/28/2025

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and resolved the matter amicably.

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

• 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:04/18/2025

  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:04/14/2025

  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.

  Purchaser:******** ***** Business:Empire Total Price:$6332.67 ID:7de50903-b659-42cd-8394-ceccaff4e869 Installed:Mar 16, 2025 2/28:Purchased Flooring. Salesman didnt think it necessary to remove the wood flooring & said there would not be a big transition. Signed contract and Install took place on 3/6:Installers arrived. One person asked if they were removing the current wood flooring. I told them salesperson didnt think it would be necessary. When install was completed, I told them immediately the transition was unacceptable.3/6:Sent email w/pictures of the finished flooring to the salesperson. No response for 2 days, 3/7:I called him, resent my email with pics, & he said to call Empire **************** (CS) number. I called right away & got a call back stating they would send the original installers out to look at it. I requested they send someone I could verbally understand but said they couldnt.3/15:No show & no call.3/16:Sent email to salesperson that no one showed up.3/18:Salesperson contact CS ****** contact me & stated I had a legitimate complaint. CS *** sends email asking why the Sat 3/15 service call didnt take place. He said it had been cancelled. I emailed back & said it was not cancelled but rescheduled.3/21:I sent email to both CS ***************** asking for update.3/25:CS *** got back to me & asked for 2 dates that would work. 3/26:I responded April 2 or after noon on April 3 would work.3/27:No response- sent another email 3/28:CS *** sent email that it was set up for 4/2 & they would call me day of arrival.4/2:Heard from no one by 3:30 Around 4:00 got a call asking to reschedule to Friday 4/4.4/4:Got a call from one of the original installers & said nothing could be done & if I wanted flooring replaced it would be at my expense. 4/6:Notified Empire CS I filed a dispute with my bank for 50% of total cost &would be filing a complaint with the BBB until my issue was resolved. As of 4/14,I have not heard anything back from Empire.

  

  Business Response

  Date: 04/28/2025

  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: 04/28/2025

   
  Complaint: 23203928
  
  On 4/15/25 I received a voicemail from an Empire Employee (Employee Initials SP) from this number ************. Her voicemail stated her name & that she wanted to speak to me. This was one day after I filed my BBB complaint.  I called this phone # at ext 5113 the same day & left her a message. 
  On 4/16/25 I received a call back & was at my Cardiologist appt. I recognized the number & answered the call. I told her I could not talk at that time & she said she would call me back the next day at 9am. I received no such call. I called on 4/16, 4/21, & 4/25 & received no return calls. On 4/28 at 2:22, as I was drafting my BBB response, I coincidentally received a call from Empire. The employee & I set a time & date for May 1 for her to come to my home & perform her review. This is the current status as of 4/28/25. I take issue with the business response given I have been leaving messages & have not received a response from Empire until 4/28/25. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 05/02/2025

  We completed the manager assessment on May 1, 2025 and we are reviewing the findings.  Once reviewed, we will reach out to the customer to discuss the next steps in resolution.

  We appreciate the customers patience and look forward to resolving this amicably.

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23203928
  
  I am rejecting this response because, although I appreciated the young lady who performed the inspection, I cannot accept Empires response until I receive what they are going to do to resolve my issues with their flooring product & installation. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/14/2025

  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.

  On March 18th we had an Empire Today salesman come to our house for carpeting in our basement. When the salesman was measuring the space, he commented that the baseboards weren't attached. We explained they were removed when the old carpet was removed as we had had a flood in our basement. He asked us if we had all the baseboards and we commented that we had all except for one area. He asked us to buy new baseboards for that area and then place them where they belong. He told us the installers would install them when they put down the carpet. He indicated they would install all except for maybe in one area where there was a cabinet front instead of a baseboard. We bought all the missing pieces and had them available.He also mentioned that Empire has a service plan and it would cover things like flooding so if we ever had another issue we wouldn't need to worry about replacing the carpet. Not once did he mention a charge for the service plan.After the carpet was installed we reached out to the salesman about the concern that the baseboards weren't installed. We told him that we asked the installers during the process and they said "ok" about installing them and when we asked about cutting a piece and then afterwards they said they don't do them. The salesman said he'd get back to us and eventually said "my bad" and that he must have misunderstood about the baseboards and that he took full responsibility. Through further follow-up the story changed and he said we must have misunderstood him. When we received the written contract and the service plan details, we noticed an additional charge for the service plan that was never discussed and we also noticed that things like floods are not covered. We have tried to resolve the baseboard issues and haven't received return calls as promised to even bring up the service plan. We would like to have the baseboards installed as we discussed with the salesman and a full refund on the service plan.

  

  Business Response

  Date: 04/24/2025

  We appreciate the customer reaching out to share their experience. 

  Our field consultants go through a lengthy and comprehensive educational program. In error, a service that is not offered for carpet installations was advised of. The customer was not charged for this service, but we have offered to send a hard surface installer out to install the customer's baseboard at a discounted rate. 

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customer purchased an extended service plan which is handled by a third-party administrator. This plan has been cancelled and a refund has been processed to the customer's original form of payment.

  We apologize for the customer's inconvenience and thank them for their feedback.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23201312
  
  I am rejecting this response because we were led to believe the price we agreed to included the installation of the baseboards. We would not have agreed to use Empire if we had been told this wasn't included.   We should not be expected to pay more now to have this fixed since it was an error the salesman acknowledged when we called him. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 04/29/2025

  We understand the customer's concerns and have agreed to send a hard surface installer out to install the baseboards at no charge to the customer. Service is scheduled for Thursday, May 1st. 

  We appreciate the opportunity to resolve this matter with the customer. 

  Customer Answer

  Date: 04/29/2025

   
  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:04/11/2025

  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.

  Date:4/10/25 This was the WORST company *** ever dealt with. The techs broke a precious glass picture that was sentimental and was NOT told about whatsoever. I noticed it after they had left. Which is beyond unprofessional and unacceptable behavior. I was NEVER told that a patterned carpet would take 10-12hrs to install for an 800sq ft area! Then I was blamed for choosing that pattern carpet. Otherwise Id never had chosen it if I was told it would take that long. My closet was NOT completed because it had already been 12 hours of waiting time. My poor dog was outside the entire time. My kids didnt go to bed until 10pm last night. All of this could have been avoided if the salesman had been upfront about the carpet and didnt LIE to the tech saying it was the correct padding when he knew it was definitely not. I would like significant compensation because this is all extremely unprofessional and they were not sympathetic whatsoever.

  

  Business Response

  Date: 04/21/2025

  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.  

• Initial Complaint

  Date:04/11/2025

  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.

  Date November 2024. Paid over $2000. They have replaced it twice and the same problem each time. The floor comes up it cracks. Tried to call again and complain but,they want me to pay full price.

  

  Business Response

  Date: 04/28/2025

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and service is scheduled for April 30, 2025.

  We thank the customer for their feedback and look forward to resolving this amicably.

  Customer Answer

  Date: 04/28/2025

   
  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:04/11/2025

  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 had vinyl flooring installed in our kitchen, hallway, and foyer. The initial installation was misaligned so they had to have another team come out to replace it. The floor was fine for about 6-8 months, when the flooring started to peel in strips. We called customer service and they did not call back. We called again and they then sent an email telling us we would have to pay $250 to have someone come to our home to assess their faulty materials.

  

  Business Response

  Date: 04/28/2025

  We appreciate the customer reaching out to share their experience.

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

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