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.

close

Find a Location

Empire Today, LLC has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Empire Today, LLC

  333 Northwest Ave Northlake, IL 60164-1604

  
• 

  Empire Today, LLC

  3947 Hickory Hill Rd Memphis, TN 38115

  
• 

  Empire Today, LLC

  9720 S Oakwood Park Dr Franklin, WI 53132

  
• 

  Empire Today, LLC

  990 Lone Oak Rd #160 Eagan, MN 55122

  
• 

  Empire Today, LLC

  7322 Exchange Dr Orlando, FL 32809

  

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:06/28/2025

  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.

  New flooring placed 9/2024 Poor installation, 1st repair right away for ******** stripping and quarterround that were not placed properly 2nd repair in 12/2024 planks shifting and lifting and one broke 3rd repair requested in 5/2025 for same, planks shifting and lifting. Sent a manager out for an assessment. Manager determined the installation not done correctly. did not leave room for gap expansion and that the whole flooring would be replaced June 2nd crew stated they were not replacing floor in bathroom or laundry room, glued thresholds down between those rooms and the hallway. I tried to call empire while Crew was still there, no answer I left message no call back.Spoke to empire days later who stated Crew said bathroom and laundry room were done and "case closed"

  

  Business Response

  Date: 07/10/2025

  We appreciate the customer contacting us regarding their concerns. 

  The service was completed on Thursday, July 10, 2025.

   

• Initial Complaint

  Date:06/27/2025

  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 both of our bathroom floors done in 8/2023. I reached out in August September November, February, May and again today. The flooring is not the issue. Its the trim that was used and instead of waterproofing around the showers the cardboard trim with paper was used and it is peeling everywhere. The upstairs bathroom painters caulk was used to fill in the gap between the floor and the bath tub. I triple checked when we had our consult that everything would be waterproofed and sealed as it is the bathrooms. Around the base of the toilets there is not any sealant and there is a **** **** and hole in our ceiling directly below the upstairs toilet. I have reached out many times and received one response asking for picture which I sent and never received a response.

  

  Business Response

  Date: 07/08/2025

  We appreciate the customer contacting us regarding their concerns. 

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customers installation was completed August 26, 2023.

  The area customer service manager offered the customer a billable assessment/repair as the issues were not reported within the labor warranty period.  

• Initial Complaint

  Date:06/25/2025

  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.

  Mr ****** ******* flooring consultant, came to my home to talk about redoing 3 rooms, I told him as a 72 year old woman, that I was looking for something that would not show every little thing, so that I didn't have to work so hard to keep clean, we picked out the laminated that we wanted and Mr. ******* said this was a very good choice, less work for me, well not true, I have to mop these floors every day due to every little foot print shows up everywhere and if something barely slides across the floor you can't remove the mark it leaves, Mr ******* also said since they were going over tile that they would repair any loose tile, which was in various places. They have said they would come and take up and repair, the loose tiles, however that doesn't solve my problem with the extra work that I was promised wouldn't happen. I have been trying to solve this since May 12th 2025, and every time I speak with someone at Empire Today and it's been numerous times, they say they get an answer and call me back but they don't. I need some help please.

  

  Business Response

  Date: 07/01/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken to the customer and explained that footprints are not a warranty issue.  We have offered to repair the transition that is covered under warranty but the customer has refused service.

  Should the customer change their mind, we are more than happy to schedule the repair of the transition.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23518572
  
  I am rejecting this response because: I read their response and never ever have they said the prints, that are all over the floor wasn't under warranty and the problem is I was promised that these floors would be less up keep for me and this isn't true, they are more up keep, now I have to mop daily, to keep them looking clean, they have no way tried to solve this problem, all they want to do is, do what they should have done when they put the floors over the tiled areas, was to repair all areas that have loose or uneven tiles, I am not refusing the repairs, I want them to solve this problem that Mr. ******* promised that I would not have and that was more up keep than what I had before they installed these floors.They can do their reports but it doesn't solve the problem. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/07/2025

  We have emailed the customer the floor care and maintenance provided to us from the manufacturer. We have also offered to assess the subfloor complaints as well as the transition but we have not heard back from the customer.

  Footprints occurring on the floor is not a warranty issue and every type of flooring has to be maintained. We are happy to address the concerns relative to the warranty should the customer change their mind.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23518572
  
  I am rejecting this response because:
  I have had no response from Empire Today, this is the first I have seen it. I need to know if with their supplies for cleaning am I still going to have to do this every single day, I can not do this every single day.
  Sincerely,
  
  ***** and Brenda *******

• Initial Complaint

  Date:06/25/2025

  Type:Delivery 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.

  Order was placed with Empire Today, LLC for laminate flooring and carpeting. Upon installation on June 14, 2025 of the laminate flooring the installation team was 296 square feet short. Installation was for an office and a basement. The office was not measured properly by sales which resulted in the shortage which was not visible on the contract. We have called multiple times with the last ticket number of ************ without success. Managers keep closing out tickets pushing the problem between sales and installation. I have sent a text on multiple occasions to our sales representative ****** without response. We have a half finished room 2 weeks later with only wasted time and the worst customer service. We want our room finished and the 296 square feet that Empire was short to be completed

  

  Business Response

  Date: 07/14/2025

  We appreciate the customer reaching out to share their experience.

  The additional material needed to complete the installation was ordered and installed on Thursday, July 3rd.

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

• Initial Complaint

  Date:06/23/2025

  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 met w/ Empire Today on Friday 6-6 with salesperson Tameez Mah-*** *****. After a lengthy discussion about the job - 3 Bathrooms. I entered into agreement with Empire Today to install LVP and Porcelain vinyl flooring. I asked if there would be any issues or extra steps needed to deal with the toilets. I was told that they would be removed and reinstalled after the floors were down. No problem. The appointment was set for the following Wednesday June 11th. 3 installers arrived at around 8 am. I was working from home I directed them to the bathrooms and returned to my desk. They immediately got to work and asked no questions. I peeked into the rooms once during installation and it appeared to be going smoothly. They had removed the toilets and flooring being installed. They congregated in front of me at about 3-4 pm to explain that they ran out of materials for the main suite. I then asked if there were any other issues and if my toilets were all reinstalled and operational. They moved to leave nodding in agreement. I followed downstairs to check the toilets and they went outside. I tried to run out to catch them and they were GONE. No walk through. I checked the flush on the two toilets downstairs, and I came upstairs to the second-floor bath and the toilet flushed so I went on with my day. The next morning, I woke to find all of the water dripping from the second-floor bathroom. The entire ceiling in the mud room was dripping wet. I called ** ***** the installation manager to report the water damage. He told me to call a plumber right away and Empire Today would pay the invoice. I called Roto Rooter.the seal at the valve and water line had been broken on the second-floor toilet and should have been replaced as standard practice. Also noted that the toilet was loose and not reinstalled tightly. I reported all to ************************* is 6/23 and Empire Today LLC has not paid for the ****** Roto Rooter bill and now we have a $6800 bill from Roto Rooter Water Mitigation.

  

  Business Response

  Date: 07/07/2025

  We appreciate the customer reaching out to share their experience and regret that this occurred.

  We are in contact with the customer and have filed a claim on their behalf. 

  We apologize for the customer's inconvenience and thank them for allowing us to address this matter. 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23505688
  
  I am rejecting this response because:
  They have now told me that they cant finish the job until I pay to hire a plumber to remove a toilet and then put it back. So they can finish flooring . The ONLY toilet we STILL have mind you. Dont would need to be a quick turnaround.  I got an estimate from the Roto Rooter and it is 746 bucks to do this. I dont have that to pay up front and then be reimbursed. I need them to hire whoever THEY need to in order to finish the job. Why is it MY responsibility? They sent an agreement that I would have sign away my rights to get reimbursement. I cant sign that because I still dont have flooring in the other two damaged bathrooms.  Why cant they hire someone to come with the flooring installers to correctly remove the toilet?
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/16/2025

  The $746.00 needed to remove and replace the toilets has been refunded. Once this is done we will coordinate the replacement with the customer. 

  Customer Answer

  Date: 07/25/2025

  Complaint: 23505688
  
  I am rejecting this response because: Still dont have floors and opened a case with the finance company because Empire Today submitted my account for payment before the job was completed and signed off on by me. I wont pay for floors I dont have.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/22/2025

  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 of incident: June 14, 2025 Im filing this complaint due to serious concerns with the flooring installation performed in our home by Empire Today, LLC. We expected a professional, code-compliant job. Instead, a subcontractor cut corners, damaged our home, and failed to inform us of critical issues beforehand. The result has been exposed OSB, potential health hazards, and structural risks.Despite multiple calls, emails, and an assistant manager visiting our home (with photo evidence provided), Empire Today has refused to complete the work properly or follow manufacturer and code-compliant installation practices.Issues include:Subfloor not leveled, causing bulging areas and damage to the ****** moisture testing was done, risking future floor failure.LVP installed directly over OSB, violating manufacturer guidelines and voiding warranties.1/4-inch plywood in the kitchen was removed, leaving uneven surfaces.Water-damaged subfloor behind stove/fridge was not remediated; moldy areas were simply covered.Plastic moisture barrier was omitted in the kitchen.Our kitchen countertop was damaged with no compensation offered.Cleanup was unsafedust and debris were left, which is dangerous for my pregnant ************ has been unusable for over a week, forcing us to eat out, creating health and financial ************** nails and materials have created risks to our pet.Resolution requested:Removal of all improperly installed flooring.Proper subfloor prep, leveling, moisture testing, and reinstallation per manufacturer ***************** or replacement of the damaged countertop.Reimbursement for meals and a discount on our invoice.All work to be completed at no cost to us.This experience has caused major disruption and created unsafe living conditions in our home.

  

  Business Response

  Date: 07/07/2025

  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:06/21/2025

  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.

  I was waI was scheduled to have flooring installed on June 19, 2025, as part of a two-day installation. However, part of my current flooring was removed, and it was later determined that the new product was defective. After discussing the issue with the company, I learned that the product had not been checked before leaving the warehouse. A new installation date was set for June 21, 2025.On that day, at 7:00 AM, I received a call from the installer informing me that they would not be able to come until June 22, 2025, due to a scheduling conflict with another job. My house is in disarray, and I have already used vacation days and paid for pet daycare for this project.

• Initial Complaint

  Date:06/21/2025

  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.

  Deposit made for carpet removal and installation of new carpet. Installers arrived and said the carpet to be installed was very cheap. They contacted their manager and left. We cleared out all of our furniture and had to put it all back. **************** was awful. No one got back to me. Nothing to show for $1,000

  

  Business Response

  Date: 06/26/2025

  We appreciate the customer contacting us regarding their concerns. 

  The customer reselected and the new install date is Friday, June 27, 2025.

  Customer Answer

  Date: 06/26/2025

   
  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:06/20/2025

  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 carpet installed by Empire Today around July or August 2024 and purchased a service plan. This was a $2,300 service, so I do not take this issue lightly. In March 2025, I filed two claims one for an issue I later resolved on my own, and another after my dog became seriously ill and had an accident on the carpet.When I spoke with a representative named **** (who handles service calls in *****************), he asked me what I wanted Empire to do which I found unprofessional and frustrating. As a customer service representative, its his job to guide the process, not shift it back onto the customer. This is my second experience with him, and both times his service was extremely poor.I explained the first claim had been resolved, but I needed help with the second one. He said he hadnt received it yet and would follow up when it came through. That follow-up never happened.I was told multiple times I would receive an email to submit photos of the damage. I never received any email or communication. I had to shampoo the carpet every two weeks for over a month to manage the stain, and even now, its not fully resolved. I paid for a service plan to avoid this exact kind of situation, yet I was completely unsupported.I am requesting a full carpet replacement under my service plan and a discount toward the cost of replacing the underlayment/padding, which I understand is not fully covered. I expect this to be resolved promptly and fairly given the cost of the service and the poor experience Ive had.

  

  Business Response

  Date: 07/01/2025

  We appreciate the customer contacting us regarding their concerns. 

  The customer was advised that she needs to have the carpet professionally cleaned and then contact the claims department of the service plan to move re-open her claim.

• Initial Complaint

  Date:06/20/2025

  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 Today installed my carpeting. I paid for haul away service and the installers left the carpet at my curb. Code enforcement has now tagged me and I have to pay again to get it removed. I called Empire Today and they gave me a case number but stated I had to wait 3 business days for someone to get back to me. This is not acceptable as I paid for a service that wasnt performed and am now getting penalized for it

  

  Business Response

  Date: 06/24/2025

  We appreciate the customer contacting us regarding their concerns.

  We have issued a refund on June 23, 2025 to the customer regarding the haul away issue.  It can take 7-10 business days for it to appear.

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

  Customer Answer

  Date: 06/26/2025

   
  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,
  
  **** *******