Empire Today - Chicago

Do not purchase from Empire! I finally get to tell my horror story wth Luna, which is the same company as Empire Today. I initially was going to have Luna install vinyl, so-called Luxury planks flooring for my home. On the day of installation they brought this piece of cardboard junk to install. The installer told me I would have caulking underneath my doorways because I had existing hardwood floors and carpeting and it would not look good. This came after their installer's recommendation which was NOT to install this vinyl plank because it was cheap. He even mentioned that customers of Empire had complaints over this flooring. After hearing this report we decided not to go with the vinyl luxury planks. My husband and I called the sales representative who had come to our home and we let him know we were not going to go forward with the installation, he became very angry saying to me that he had told me there was going to be caulking. I told him I was not about to remove my wood floors for cardboard. I asked him how much would it be to upgrade to hardwood flooring, he then changed his tune and said he would come by the next day to show me samples. He first tried to talk me into hard-wood flooring similar to what I already had (which we ordered) and then I changed my mind. The samples they give you are not very big but I finally chose one. This salesman failed to tell me that this type of flooring would stain easy, and that you can see every speck and crumb. This salesman got on his i-pad and his phone and told me we were approved for the upgrade in financing. Two days later he calls me to tell me that he didn't know what happened but we need to apply for the difference and we needed to call Wells Fargo. We called Wells Fargo and they did another credit check which now my husband had 2 dings go on his credit report. This was unnecessary. I complained later to customer service with this complaint that the day they were to install the new hardwood flooring, they were not coming because they didn't have all the wood to do the job. Thus, it was scheduled 3 weeks later. By this time, I was so upset because we had move so much of our belongings to be ready for them to install. I called customer service and they gave us a discount and they told me they would send their best installer for the hardwood flooring which was on November 25th (the day after thanksgiving). Well on that day their best installer did not come they had sent someone else and their team. The work was completed on December 3rd (it took 4 visits). These installers did a horrific job. I have nicks and scratches with lifted planks and big gaps along with loose flooring and visible nails in many places. When the work was completed my husband signed the paper that the work was completed but pending a walk through because I wasn't home. I have been in contact with a lady name Correna from Empire Today, and have have made numerous calls to her. Coreena has been the only one who has cared. I was so unhappy with the work from the installers and insisted in speaking with their regional manager. Correna spoke with him and he gave me an additional discount. I was told by Correna that the installers would come back and fix all that needed to be repaired. ( I also spent $2500 on their warranty). The date was set for the installers to come and fix their mess and that Monday I get a phone call that they are not coming because they did not load (the necessary wood) on the truck for the job and they said they would come the next day. (This was a voicemail). I frantically tried calling them back, I made many phone calls and I finally got someone and they set the date for Thursday (same week). Finally the installer arrived. The one who did the work. He started taking pictures. ( I had sent many other pictures to Coreena) I was under the presumption that he was going to start working and he tells me he was there to do an inspection. Why on earth would they send the same person who did a lousy job to come inspect his poor workmanship. He stepped outside my house and made a phone call, then came back to tell me that Luna would be in touch with me. I was furious! I called Coreena again and complained because I though he was there to fix the lousy job he did and his team. Also, I forgot to mention that during the installation they left tons of nails and staples all over my driveway and lawn where they were cutting the wood. (We had to hire someone to clean up the mess of nails). So again I call Coreena and now they send an installation manager to come and inspect the floors. He took some pictures and even mentioned they might have to do the work over. I answered and said to him all I want is a job well done. This installation manager said Coreena would be in touch with me by Tuesday or Wednesday to let me know what they were going to do. Well, I finally got an email from Coreena after attempting to reach her all last week and she mentioned that it was now up to the Customer Service Manager how this will be corrected. What a nightmare this has been! This was a major job that was priced at $28,897. $1600.00 for two small rooms (carpeting and tile), and the rest for the hardwood floors. Whether the job is $29,000 or $24,000, what diference does it matter when you aren't satisfied with the job they did in any case.

DO NOT USE EMPIRE!!!! We are very disappointment in the carpet we received from empire. We decided to go with their "In the Know" Carpet based on the description on their website: "In the Know is a thick, plush carpet that feels immaculate under bare feet, thanks to its soft ClearTouch® Platinum fibers. In the Know looks just as good as it feels, too. R2X® Stain and Soil Resistance System helps keep spills and soiling from discoloring the surface. This plush carpet is also outfitted with PUP® Pet Urine Protection, which helps keep pet urine from causing additional stains. This makes In the Know especially easy to clean. No insider information required – just great carpet all around." We have pets that occasionally have accidents thinking that there would be quick and easy cleanup- that is not at all the case. The carpet soaks and traps any urine and it is almost impossible to get off. We even had tried professional carpet cleaners who couldn't get the stains out. It was so bad that we eventually had to file a claim with the warranty and rip out the entire carpet. Part of the warranty was that we had to rip up all the carpet ourselves. We were shocked to see that, in some places, the urine had penetrated down to the subfloor which we now have to scrub, clean and killz. I would not recommend empire "pet resistant" carpet. So we took out the entire upstairs carpet (4 bedrooms and a hallway). Empire then said they would replace everything…well, when they came to replace the carpet, they didn’t have enough. It has now been 3 months with no carpet and no resolution. They won’t refund us any money and there is no plan to fix the problem. We are now living with subfloor in all our bedrooms and hallway.

The carpet looks amazing but the installers tore my couch in 2 places and left adhesive all over my laminate flooring. They refuse to return my calls or emails and are now telling me the local office has decided they will not offer any compensation for me having to have my furniture repaired. Unacceptable customer service.

They were very good . I have no complaints. I would hire them again.

They did a very good job, they are cooperative, they are friendly and didn't damage anything.

I paid them in advance because they said that they were not going to do it unless I pay them upfront. So I did, next thing I know when they ran out of wood floorings they said they were going to buy more but they never came back. I just want my floors to be fully installed.

Don't go with Empire (DBA Luna) unless you really want to live out of your suitcase for WEEKS and be frustrated beyond belief! The Luna/Empire sales process, quick, relatively painless, and full of empty promises. However, they sent a COVID-positive sales rep into our home. We should have cancelled as soon as we were notified to the exposure, but instead we were good citizens and quarantined as recommended by the CDC at our own expense. But the worst was still to come. We have been literally living out of our suitcases for weeks at this point. We keep being promised an installation date for our flooring install in our Master Bedroom. And every time it is time, it is a no-call-no-show. As a requirement for the installation, we've had to remove ALL of our belongings out of our master bedroom, closets, and bathroom (including built-in closet management). Normally, this wouldn't be a problem, as they promised us the installation date, and the total installation would only take about 6 hours. But this was still a significant job on our part – hours of work dismantling closet hardware, doors, beds, and moving everything out. However, on the day of the installation, it was a no-call no-show. We spent HOURS trying to track down the installer (no help from the sales rep, customer service, or the other 6 numbers we were told to call). Everything ended in a voicemail. No one would call us back. We called at least 6 different numbers, including the sales rep. Every call went to voicemail. No one knew who the installer was, or where they were at. Finally, days and dozens of calls/voicemails later, we got someone to call us back. We finally got an installer out to our home and were excited to get back to living in our home. Unfortunately, the salesperson sold us the wrong color of flooring to match our existing hardwood. Keep in mind they only have _3_ colors of flooring. This should have been an easy match, but our installer told us that what the salesperson picked would look terrible given our existing flooring colors, and we should have selected the other color. This was the color the salesperson told us to get. We had originally selected the _correct_ color only to be told that we should go with the _wrong_ one. Unfortunately to do a change order, Empire/Luna requires another (completely pointless) sales visit, which much be scheduled (the salesperson literally comes out for you to point at one of the 3 colors). Again, they only have 3! colors of hardwood. Our installer told his manager _exactly_ what color we needed. But they demanded that another sales visit was necessary to change the color. Days later, and still living out of a suitcase, we finally got the change order in to change from one color to another. Then the waiting game began. We had disassembled all the closet hardware and everything else attached in our bedroom, making most of our home inaccessible during the wait. Finally, over two weeks later, we got another installation date for the flooring.... 4 days before the installation, we began calling Empire/Luna every day to confirm the date/time/color of the new flooring as we had been burned on installation times a few times before. We called every day and were assured that everything would happen on schedule. Morning of installation. Again - no call, no show. We had already spent hours moving things around to ensure things were ready (for a third time) for the installation. We called as soon as they opened. Everything was on schedule, but they couldn't confirm a time. Not a good sign. We are still waiting for when the installation will occur. We have no faith that when they do show up, that it will be the correct color, or if it will be installed properly. They have not offered us _any_ sort of compensation for the ridiculous amount of inconvenience they have caused in our household. We are still living out of a suitcase as of today. Do NOT use Luna/Empire unless you want to be continually gaslighted, lied to, and really like talking to prerecorded voicemail messages. Luna/Empire is the worst customer service we have ever seen in our lifetime. We do not take time to ever leave reviews, and did so specifically for this job as the incompetence and unprofessionalism was incomprehensibly bad. Still waiting to be able to live in our home again weeks later for what was supposed to be a 6 hour flooring install.

Buyer Beware! I bought carpet for my family room from Empire in January of 2018. In November of 2019 I had it professionally cleaned. The cleaner (who has the necessary IRCRC certification to satisfy the Empire warranty) asked how old the carpet was. When I told him about a year, he was shocked. He said it was matting and if I had a warranty I should contact them. It had a 15-year abrasion warranty. I did make contact and they sent an inspector. They denied the claim and I think it was the salesman who went to bat for me to get them to acquiesce and replace it. I chose another carpet and after having it for about a year, my dog vomited on it. It had a pet stain warranty. I called Empire. They emailed me a sheet of how to get out stains. I tried and then they said to again to have it professionally cleaned by an IRCRC carpet cleaner. I did for $145 and he was not be able to get the spot out and made a note on the receipt that the carpet was matting as well. This was a different cleaner. Empire management came back and said that Shaw, the manufacturer of the carpet, would not honor the warranty. I said that Empire should honor it. I have referred 3 other people to them since I bought. I am sorry they did. Bottom line, they DO NOT HONOR THEIR WARRANTiES or STAND BEHIND THEIR PRODUCT. Don't waste your time or money.

Installation was fine. However, a 20 year warranty was quoted, but I have not received any documentation to show that. And I have not received a copy of the documents I signed electronically.

It was excellent. They were professional.

They did the 4 rooms and said that they will come back today (10/14/2020) 8 am but same day, they already confirmed that they are on their way the 5 minutes later, they cancelled. We already paid them upfront for the service. They are horrible and we will not use them again.

Everything was great from the sales person to the installation of the carpet.

It went well. They did a good job. The sales process comes with the pressure of having to make a decision while they are at your house though, they don't allow you to call them back after they've left to agree to have the work done so you have to make a decision right away.

Went well. Price is good. Definitely not a luxury brand or company but would recommend for a regular carpet removal and installation.

It was very good. The crew was excellent and very helpful.

Salesman came out, measured, scoped, etc. I signed a contract for 0% financing after a deposit. Installer comes out (2 days late) and LAUGHS when he sees my floor. Says it just can't be tiled, and that he didnt know what the salesman was thinking. I cancel the service, get my refund back. 2 weeks later, i get a notification from Wells Fargo that my EMPIRE TODAY credit card is in the mail. I had no idea i even signed up for a credit card, only agreed to the credit check for the financing. Call Wells fargo, and there's still a pending charge for $2200 on a card i never opened. Am currently awaiting a callback from Empire Today to explain all this. In conclusion, Empire Today created an unbelievably complicated and ongoing mess for me, for work they weren't actually capable of doing. Maybe the whole point was just to sign me up for a credit card

It was not done properly and was too tight. The technician had us pay in cash and we ended up having to pay them again. Terrible experience and we would never use them again.

The floors look amazing and have an excellent warranty. I met with a Sales Rep on Saturday and my floors were installed by the following Friday night.

The salesman 1 st quoted us $4200.00 for two rooms. When I told him I already had a quote for $1472.00 he somehow managed to get his price down to to $1323.00. I had read several good reviews about Empire and decided to go with them. The sales man also measured the rooms wrong. This caused the 1st installation crew to not install the carpet. I had to call the installation manager the following Monday who told me he would send extra carpet with the same crew and we rescheduled the installation. When they showed up 3 hours late they were not the same crew and no extra carpet had be sent with them. I then called customer service and being rightfully upset I did raise my voice to the women who proceeded to scold me for yelling at her. I did not use foul language or make any personal statements towards her. But I did loudly complain that my home has been in total chaos for 2 weeks and now she's telling me I have to reschedule for a 3rd time? What exactly does she think customer service is for? When a customer is upset because Empire has made the same mistake twice it stands to reason they are angry. As customer service I would think their focus would be on resolving the problem and not correcting the customer for being angry. But what do I know, I'm just another upset customer in her mind. Fortunately the installation crew interrupted me because they figured out a way to install the carpet. It took adding a long seam along the wall through both rooms but it worked. So thanks to the installation crew the job was finally done. The carpet looks nice and we are happy with the installation. But Empire is so big that the left hand has no clue of what the right hand is doing. I don't think I would use them again. The entire experience left me feeling like I had just bought a used car from a sleazy used car dealer. I'm sure there are better choices for carpet out there.

I needed new carpeting. I got an estimate and paid a deposit, which was fully refundable within three days. During that time I changed my mind about what I was doing so needed to cancel the contract. They were slow to refund, and tried to talk me out of canceling, even though my issue had nothing to do with price or carpeting choice. I had to go through the credit card company to get my deposit back.

I bought a condo and I wanted wood floors. They were unable to install wood floors in the living room because the concrete underneath was not level, so I did end up getting carpet in there and they refunded me the difference and there was no argument. It's great. I would have preferred wood, but it's not their fault they couldn't do it. It would've been like an inch difference. I wanna say it was like $6,000 for tearing out the old stuff and putting in the new stuff. It took them a couple of days to do the wood floors, so I felt that was reasonable. Overall, they were awesome. The price was more than I expected but they did a really good job and they were very thorough, so I would still give them an A. On punctuality, they were also here early.

Team was professional and courteous and finished the job on time.

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More expensive than wanted but installation was good. Quality of wood laminate shows foot steps quickly

Badly. Brought wrong carpet and installers were late each time. Then the installers damaged furniture and floor. Empire eventually paid claim but only used lowest estimate and I had to get and provide all estimates. Claim process took 5 months.