Complaints
This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,790 total complaints in the last 3 years.
- 477 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Empire did not install any flooring, but charged me for it. Made a down payment and said I had 3 days to cancel. I cancelled the same day, but they still charged me.. I think theyre crooks because theyre in financial difficulty. I dont think anyone should use them. *** asked my credit card company company to charge them back.
Business Response
Date: 07/23/2025
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.Initial Complaint
Date:07/19/2025
Type: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 entered into the contract for $5,521 on July 12, 2025 for flooring to be installed on July 18, 2025. On July 17, 2025 we received a call from the sales person stating that 1 stair nose did not come in and they would have to reschedule the entire installation. I told the sales person that they could install the bedroom flooring on July 18, ***************** the contract. On July 17, 2025, we received a revision of the original contract for installation of the bedroom to be completed on July 18, 2025, and installation of the stairs to be completed on July 24, 2025, which we accepted. On July 18, 2025, we received a voicemail, which we still have, stating that the installers had picked up the product and were on there way to install the bedroom floor but had 1 stop before us. No one ever showed up nor did we receive any phone call. We did receive an email on July 18, 2025 with another revision to the contract for installation of the bedroom and stairs for July 24, 2025. We did not except this revision. On July 19, 2025 we contacted Empire Today's **************** to cancel the entire ******************** job and demanding the refund of $5,521 we had paid them. Empire Today stated that we would be charged $1,380.25 (25%) for a cancelation fee. We told them that we accepted the revision to the contract on July 17, 2025, which was within the 3 day cancellation statute. They told us that the contract revision did not apply to the contact's 3 day cancellation statute. We are now out $1,380.25. They stated they would refund the balance of the $5, ****** minus the $1,380.25 cancellation fee. Please help us get our money back.Business Response
Date: 08/01/2025
We appreciate the customer contacting us regarding their concerns.
Notwithstanding the contractual clause agreed by the parties regarding cancellations, we have refunded the full deposit for prospective customer satisfaction and goodwill.
We thank the customer for their feedback and the opportunity to address their concerns.
Customer Answer
Date: 08/01/2025
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:07/16/2025
Type: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 signed up with Empire and paid a deposit upfront and they agreed to install the carpet on the schedule we confirmed. A day before installation they told us the color we bought is not available and from a sample book of over ten colors at least, they only had 3 colors available to pick from. We were upset over this bait and switch tactic. None of the colors would work for us but we reluctantly picked one and they told us actually only 2 colors left! We told them to cancel and refund us immediately and they said it will take a week or more to refund us. They also tried to block our calls. This is a very dishonest and unscrupulous company. We were arm twisted and forced to pick a color in the end. A color we never wanted. They only took $200 off from the quote of $4700! I would have asked for a 50% refund ($2350) for making us pick a color out of 2 choices!! I WILL NEVER BUY OR RECOMMEND EMPIRE TO ANYONE UNLESS THEY RECTIFY THIS!Business Response
Date: 07/22/2025
We appreciate the customer contacting us regarding their concerns.
The customer's original choice of carpet was out of stock and the customer chose to reselect instead of waiting.
The customer was provided a discount. There will be no further accommodation provided as the installation was performed as contracted per the customer's choice.
Initial Complaint
Date:07/09/2025
Type: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.
Purchased carpet for two bedrooms in my home from Empire Today (ET) on 9/16/24. It was installed in my home the next week. Over the next 3 months, the hardwood floors throughout my home was covered with excessive carpet fibers which led to health issues for me. I contacted ET and they sent out a representative who confirmed the problem and they replaced the carpet indicating it was "bad carpet" and it should not have been installed in my home. Because of the excessive carpet fiber bleeding throughout my home (upstairs and downstairs), I had to seek medical attention for respiratory problems from breathing in these fibers. The representative who came to the home instructed me to submit documentation for the costs I incurred from this problem and I would be reimbursed. On 4/10, I submitted the documents for reimbursement in the amount of $327.30 for medical expenses, air filters and carpet cleaning. I sent another email on 6/12/25 and they have not sent the reimbursement as promised. I have receipts for these expenses but could not upload them because it states the file is too large. Will provide if I have another way to do so.Business Response
Date: 07/16/2025
We appreciate the customer contacting us regarding their concerns.
We have received the documents and processed the reimbursement.
We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:07/06/2025
Type: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 carpet from empire today that doesnt hold up to its name! I was supposed to receive a stain resistant carport and I cant not get ride of stains! Its supposed to be a pet friendly carpet and it is not! The installation was done incorrectly and very poorly leaving gaps between walls and seams to be seen! The carpet is falling apart at the edges ! I have complained over and over and nothing got done but put blame on me having animals! The quality of the carpet is nothing of what I thought I was purchasing its thinner then the last carpet I had and it was told to me that it was actually a bit taller! There a ton of errors and this has been a nightmare for me!Business Response
Date: 07/08/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer after our assessment and advised that the damage sustained to the carpet is site related and it would be a cost to replace. The damage sustained to the installed carpet is outside of the warranty coverage. The customer has declined the offer for a paid replacement.
Should the customer change their mind, we are happy to provide a quote for the replacement.
Customer Answer
Date: 07/15/2025
Complaint: 23561694
I am rejecting this response because: This issue has not been resolved! And they do not want to help fix it!
Sincerely,
******* ****Business Response
Date: 07/16/2025
We have provided a cost to replace the damaged carpet but the customer has declined. The damage is not covered under any warranty or service plan.Initial Complaint
Date:07/03/2025
Type: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.
Laminate flooring was installed 06.30.2025. Installers removed the baseboards and I signed the contract which stated there could be damage to the baseboards upon re-installation. I believe the damage caused was beyond what was expected and due to poor craftsmanship and not a normal consequence of the reinstallation. I would like a remediation of the cost of having their damage fixed by a third party.Business Response
Date: 07/15/2025
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.Customer Answer
Date: 07/18/2025
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,
*** E *******Initial Complaint
Date:07/02/2025
Type: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 May 20, 2025, Empire-Today ******************************* installed waterproof vinyl plank flooring in my laundry room, one bedroom, and two bathrooms. Upon finishing the installation, I was horrified to see my main no-clog Kohler toilet sitting in my bathtub and the second no-clog toilet sitting in my shower. I told the installers to call the Empire Office because they needed to b reinstalled. They called and then reinstalled the two toilets. I asked if they had tested them by flushing and they said yes. After they left, I flushed the main toilet and water started coming out below the toilet onto the new floor and I ran downstairs to my basement and there was a huge puddle of water forming down there on the concrete floor. I called the Empire number, but the receptionist said they were closing. So I immediately called Brothers Plumbing and they came for a $67 service call and turned off the water to the main toilet and scheduled an appointment to reset the toilet on May 27, 2025 between 1 and 3:00 p.m. for a charge of $556.00. I have talked and emailed information to the General Manager, ******* ******. Now over thirty days later, he has not communicated or reimbursed my repair bill for the damage the installers did.Business Response
Date: 07/14/2025
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and provided a monetary accommodation to the matter. We appreciate the customers feedback and consider this matter resolved.Initial Complaint
Date:07/01/2025
Type: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.
An Empire Today representative came into our home with the understanding that we were looking for a quote/proposal on bedroom carpet. After explaining the current promotions, he talked us into receiving 10% off if approved for a 12 month financing option. He said that it was not necessary to use that option but in order to receive the 10% off, we were asked to complete the application. We made it clear to the sales representative that we were only looking for a quote/proposal and would review upon receipt. Approximately 30 minutes after his departure, we received an email from empire and ********************* stating a line of credit had been opened and the carpet order had been placed. We expected a proposal, not a binding contractnor did we agree on placing an order. We also did not agree on opening a line of credit to pay for said carpeting. The way the salesman pitched this proposal in our home was one of the worst scams I have encountered to date. He used deceit and manipulation mislead us into believing that we would receive an itemized quote, only to find that in order had been placed under our name and credit.Business Response
Date: 07/14/2025
We appreciate the customer reaching out with their concerns.
We thank the customer for considering our service and, as requested, the contract has been cancelled.
We apologize for the customer's experience and appreciate them bring this matter to our attention.
Initial Complaint
Date:06/28/2025
Type: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 installed LVP flooring in April 2023, the tiles are now coming apart. Empire is unwilling to make repairs or honor the warranty. Very poor customer service, not responsive.Business Response
Date: 07/10/2025
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 April 10, 2023.The photos and assessment information were forwarded to the manufacturer for review for a claim under warranty.
Please be advised this process is currently taking up to eight (8) weeks for the manufacturer to reply once submitted.
Customer Answer
Date: 07/10/2025
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 but only if I am fully indemnified for their faulty installation and defective product.
Sincerely,
******** *****Initial Complaint
Date:06/28/2025
Type: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.
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