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 - Washington DC

  7760 Doane Dr Ste 135 Manassas, VA 20109

  
• 

  Empire Today, LLC

  41133 Van Born Rd Belleville, MI 48111

  
• 

  Empire Today, LLC

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

  

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:

  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:04/07/2025

  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.

  I contacted Empire in regards to a spill on a carpet I had done back in 2023. As I spoke with **** from Empire she explained I have a 5 year I'm thinking warranty and I could put a claim in regarding this issue. With my relief I filed a claim explained my story to **** and she instructed I would receive an email to send pictures of the damage. About a week later or so I was contacted by a gentleman from Empire denying my claim and stating incorrect information that was given to him by ****. I explained that was incorrect he instructed me to reopen the claim again and I did and it got denied again and I contacted **** and she stated she didn't state the information to the gentleman that contacted me. I was then instructed to contact Centricity. I did have Empire come to my house on March 28th to give me a quote to replace the carpet and I showed the carpet to the Empire employee and she stated it should of been covered and took some pictures. She stated she would try to contact her supervisor to see what can be done. She also stated two other locations had a ink spill and bleach spill and were being replaced. She didn't understand why my carpet was being denied. I did reach out to her to see if anyone got back to her regarding this issue and she stated no. I feel I am being mistreated as a customer and find this unprofessional no one has gotten back to her to at least guide me in the right direction regarding this issue.

  

  Business Response

  Date: 04/15/2025

  We appreciate the customer contacting us regarding their concerns. 

  The ************* Service Manager offered a billable service to resolve the issue.

  We look forward to hearing from the customer and resolving this matter amicably. 

  Customer Answer

  Date: 04/23/2025

  Complaint: 23171501
  
  I am rejecting this response because: this case was not resolved.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 04/24/2025

  The ************* Service Manager contacted the customer and the billable service is scheduled for May 23, 2025.

  We thank the customer for their feedback.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23171501
  
  I am rejecting this response because: I feel the company should be responsible for the replacement of this carpet or provide it to me a discount. It took me several attempts to try and contact a manager I contacted them on 4/10/25, 4/14/25, and 4/22/25 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/07/2025

  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 am requesting a refund from Empire Today Flooring due to several issues with my recent floor installation, which took an unacceptable four months to complete, resulting in $8,000 in lost rent. Despite being charged for plywood, the installers used particle board, and while I paid for plywood throughout the entire apartment, only half of the space received 3/8 inch particle board, a far inferior material while the remaining floor received nothing. Previously, (another job) Empire Today used 3/4 inch plywood for my floors, so this discrepancy is highly concerning. I would like a reimbursement of $3,500, or alternatively, $2,000 along with lifetime labor coverage, since I am concerned that the laminate joints will separate over time due to using an inferior subfloor. I never signed off on the work as completed, yet I received a completion notification from them. Ive tried to resolve this directly with the local office, but they offered only $875, which is inadequate given the ongoing issues. The installation team has had to come back to my apartment four times, (different teams each time) and the job is still not right. The first time the installer refused to use any plywood and instead put down leveling cement. The cement could be heard cracking under the laminate floor. The second time the installers added more leveling cement despite my concerns about having paid for plywood. The third time a team was sent out that used particle board in some areas, but not all of the areas requested, they left before the job was completed. A team had to come out a fourth time to "complete the job". While walking around the floors in the areas where only leveling cement was used can be heard cracking. I am concerned that in these areas the floor will separate after the one-year installation warranty expires.

  

  Business Response

  Date: 04/15/2025

  We appreciate the customer contacting us regarding their concerns. 

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

• Initial Complaint

  Date:04/04/2025

  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.

  Absolutely! Here's a **condensed version of your complaint** that stays under ******* characters** (including spaces) while still capturing the key facts and outcome:---On March 15, 2025, I contracted with Empire Today to install *** and carpet flooring. We received a discounted total price of $6,663.00 for paying in full and scheduling install within two weeks. We paid in full via credit card in two transactions on the day the order was placed.The *** install was scheduled for March 28. However, the crew arrived without the correct materials ****** Quarter Round and Covebase) and incorrectly claimed we had a balance due. I disputed this, provided proof of full payment, and the installer said he would resolve it with our sales **** ***** *********. He left for another job and never returned.Afterward, we received over a dozen confusing texts asking us to confirm incorrect install dates. The messages offered no way to decline or rescheduleonly a C to confirm. I called customer service each time to explain the issue and request that the full *** install be done in one visit once materials were available. Despite nine separate calls, Empire kept sending incorrect messages and never finalized a proper install date.I was also told the carpet would need to be rescheduled to follow the *** due to overlapping areas. I agreed but the communication breakdown continued. Ultimately, I canceled the entire project out of frustration due to Empires failure to deliver the agreed-upon services and their breach of ************, Empire is attempting to retain 25% of my payment as a cancellation fee. No work was done, and I canceled due to their inability to perform. Under the **Ohio Consumer Sales Practices Act (R.C. *******)** and **Admin. Code 109:4-3-05**, this fee is unreasonable and constitutes an unfair business practice.I am requesting a full refund of $6,663.00 and an investigation into Empire Todays handling of this project.

  

  Business Response

  Date: 04/15/2025

  We appreciate the customer reaching out to share their concerns. 

  As requested the contract has been cancelled and a full refund of the deposit has been processed to the original form of payment.

  We appreciate the customer considering our service and apologize for their experience.

• Initial Complaint

  Date:04/03/2025

  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.

  I hired Empire to remove my carpet and install vinyl plank flooring. The area being done was my stairs to the second floor and the entire second floor. After removing the carpet from the stairs, real wood was uncovered. The installers then decided to tell me how beautiful they would look to have them refinished instead of installing the vinyl flooring. I told them I just want the vinyl installed. They were very pushy and consistent to convince me to have them refinished. Then they also told me the stairs are out of code and they dont have time to even do them now and would be back tomorrow!!! Then they offered me a $375 refund to not do the stairs and use the money to have them refinished. I was so exhausted at that point and they started to get mean so I accepted the refund and didnt do the stairs, come to find out it costs over $2,000 to have them refinished. The very next day I called them to come back and do the stairs. Now I have been in a vicious circle of getting passed around between. Million different people with no resolution. I just want the stairs completed or the full price refunded of what it would cost to have the vinyl installed (*****). Plain and simple they did not complete the job.

  

  Business Response

  Date: 04/14/2025

  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:04/03/2025

  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.

  I will bring by saying that my initial dealings with this company 11 or so years ago was great but I was a healthy ******************** member. This time around I am in a different season of life as a 100% disabled veteran. My hope is this will not affect my sales *** in any way as he was excellent. This complaints about 1/2 of my installation. The *** that was installed. Because of my disability I need to avoid pulling and pushing and cant lift over 25lbs. As a result of those limitations I had to invest in equipment to vacuum and mop. The floor I had before the way the transition was shaped allowed my equipment to move from room to room. When the *** was installed the transition made it difficult for the vacuum to go from room to room, but impossible for the mop which I will now have to pick up and place in every room. I visited several flooring companies asking about *** transitions. I contacted the company about my situation and I understand its not one the company may have had in the past. The ***resentative I spoke with ask me to send a photo of the transition which I did, I have reached out with follow on emails and called and left messages with no response. All I was the company to tell me if if they will do anything, because I did not just pay for the floor but the warranty. Which means I am not just out the roughly $3,000 for the floor but also the roughly $300 for the warranty. I now have to pay a contractor to remove the newly installed floor and to ***lace it. What is your decision Empire Today

  

  Business Response

  Date: 04/14/2025

  We appreciate the customer contacting us regarding their concerns. 

  We has scheduled a customer site assessment regarding the transitions for April 7, 2025.

  The issue was resolved during the assessment.

• Initial Complaint

  Date:04/02/2025

  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.

  I am filing this complaint on behalf of my 84-year-old mother that is a widowed lady and is not computer literate. She had new floors installed in her living/dinning and kitchen and they floor were not installed correctly this past May 2024. Per Empire Today and her contract she has a 5 year warranty. She has been trying to get them to come and correct the portion of the flooring that is not installed correctly. We are afraid that she will take a fall given her age and will then need medical attention. Below is the list of times and dates that we have contacted Empire Today and they have made an appointment and have done a now show which also has caused her to have anxiety and high blood pressure.All the schedules: 2/3/2025, no show !Rescheduled with ****, Texas Office for 2/18 Ref.# ************. No show Rescheduled with crystal for 2/20/2025 no show Rescheduled with ********* for 2/25/2025 ref.# 1-8031789703 no show again! Someone showed up at 4pm on Saturday March 1st, 2025 at our gate with phone #: ************ that he has come to check the floors! I wasnt home wouldnt let him in without appointment. Empire today on 3/24/2025 reschedule for April 1st. ref. # :1-8971444098 11:37 am on 3/31/2025 : Red contact person from Empire Today Flooring called to confirm tomorrow 4/1/2025 later someone from phone #:************- No show I believe this is elder abuse. Empire Today has figured out that by running an elderly 84 year old soon to be 85 year old widow around that she will give up. The no shows has caused her anxiety as well us as family members feel that if she were to take a fall due to the flooring she will have major medical issues. We have tried working with Empire Today directly and just get the run around. We have asked to speak to someone in supervisory and cannot get past customer ************************ ********************** 4/2/2025 spoke to ***** from the **************** region on a recorded line at 9:05 a.m. PST and she could not even find our file.

  

  Business Response

  Date: 04/17/2025

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and scheduled the replacement of the closet for April 30, 2025,per the customers request.

  We look forward to resolving this matter amicably.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23150710
  
  I am rejecting this response because: Until they have actually come on the date they said they will and fix the issue I do not accept their response. Originally they scheduled for Monday the 28th then Crystal call and said it will be the 30th. They have done this since February where they have scheduled and done a no show.
  
  Sincerely,
  
  ****** ********* Khazra

  

  Business Response

  Date: 04/22/2025

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service is scheduled for April 30, 2025. We appreciate the customers feedback and look forward to amicably resolving this matter.  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23150710
  
  I am rejecting this response because: Until the floors are repaired I do not accept that they have made an appointment. My original complaint stemmed from the fact that they were making appointments and then they were doing a no show on the date and time they were suppose to have come. Until the floors have been completed I will reject there response of having made an appointment for the 30th of April. Actually originally they made an appointment for the 28th of April and called and moved it to the 30th. 

  
  
  Sincerely,
  
  ****** ********* Khazra

• Initial Complaint

  Date:04/02/2025

  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.

  Carpeting installed last summer, seam came undone and the carpet thread has come up leaving a gap in the carpeting. I have sent pictures two times, installer was out once to check it out, never came back. Numerous text to the sales person no response.

  

  Business Response

  Date: 04/15/2025

  We appreciate the customer reaching out to share their experience.

  The type of damaged observed was found to be site related and not covered under the labor or manufacturer warranties. We are happy to provide a discounted quote for the repair.

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

• Initial Complaint

  Date:04/01/2025

  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.

  On **February 21, 2025**, I placed an order with Empire Today, LLC for carpet installation services at my home. I paid a **deposit of $3,349.27** via credit card. Later **that same day**, I contacted Empire to **cancel the order**. The ***resentative confirmed that the cancellation had been noted and that **no materials had been ordered or delivered**. I was **told I would receive a refund**, and my request would be escalated.Despite those assurances, I have **not received a refund**, and **no follow-up communication** has occurred from Empire's management or billing department. I have made **multiple follow-up calls** to Empire to resolve this issue: **Call Log Summary:**- **February 21, 2025 @ 5:37 PM** *Called to cancel the order the same day it was placed. *** confirmed cancellation and stated a refund would be processed. No confirmation email was sent.*- **February 24, 2025 @ 9:31 AM** *Called to follow up. A different *** said my case would be escalated to upper management via email. No one contacted me.*- **February 24, 2025 @ 3:02 PM** *Called again. Was told the same thing: Weve sent an email to upper management; someone will call you back. Never happened.*- **February 25, 2025 @ 1:41 PM** *Spoke with yet another *** who ***eated the same scripted response. Still no callback or email.*- **March 6, 2025 @ 4:10 PM** *Called again to escalate. Asked to speak directly with a supervisor and was told that was not possible. *** once again said an internal email was sent and a callback would come which never ****** services were rendered, no materials were delivered, and the company has failed to honor multiple verbal commitments to refund my money.I am requesting a **full refund of $3,349.27**, as the transaction was canceled the same day and no services or goods were provided.

  

  Business Response

  Date: 04/14/2025

  We appreciate the customer contacting us regarding their concerns.

  Per the customers request, the order has been canceled. We have refunded the full amount of the deposit to the original payment method.

  We thank the customer for considering our service.