Empire Today

This company is nothing but a farce. After spending $13000.00 on so called "luxury vinyl plank" flooring plus an extra $1140.00 for a lifetime warranty to protect us if the floor had issues. Our floor started chipping in six months and when we called them for warranty repair, they said sorry, it is not covered due to moisture which the warranty clearly says it does cover. Then, a lot more chipping over a 16 square feet area. This time Empire Today said that is not covered due to of all things sunshine which is the most stupid excuse because that is absolutely ridiculous. Do you want to buy a floor that can never see the day? They are a SHAM company!! STAY AWAY AND DON'T WASTE YOUR MONEY LIKE I DID!

Terrible customer service and terrible quality! First of all, the floor chips for any object that falls on the floor, showing it had very poor quality. And, the worst part… they sold us an insurance that should supposedly cover accidents. Now, that my renovation has ended, I called them to fix 5 chips in the floor and they said it is not covered, and the pice would be $750 (basically $150 each floor piece). This insurance is a scam! Stay out!

I had a laminate floor installed by them 2 years ago in my dining room 12 X 18 which is there brand flooring for $1800. Had an estimate today for a considerably smaller room than my dining room and was quoted $3000 and this is during there 50% sale. Complete bull...So a 10X10 room is $6000 without 50%off sale.LOL joke of a company. Going to Class Carpet will do all three of my rooms with ripping up there floor for less.

Please be aware this company will steal your hardworking money. I wish i had read the reviews before i hired them. I had my floor installed in October 2022. Initial installation was very fast , and i was very happy. After install, i followed all instructions given by salesman on how to take care of the floor, i never use water on that floor as instructed, only use the expensive product recommended by salesman. The floor started peeling, always dirty no matter how you clean it, the floor quality is very poor. Called customer service to complain, they send their team to inspect, they came replaced the peelings ones, now the whole floor is peeling, contacted them again, speak to customer service they said someone will contact me back no one never did. It's only been 8 months, only 8 months, the floor is ruined. Now i'm stuck with a ruined cheap floor and thousands of dollars of debt. Please read the reviews before hiring this company. THEY ARE THIEVES.

Had a floor installed March 14.2022. The floor has some areas that need a repair for a defect. I have called 3 times for someone to look at the floor. Was given an appointment 3 times. No one called or showed up, after waiting all day.

Hired Empire Carpet 1 month and a half ago and they have canceled or rescheduled 5 times. This is my 1st experience and it does not seem this company is the reliable decade's long business it says it is .

Initial installation was very fast and timely and at first was happy. In less than 1 year, all floors are ruined. I called the warranty department and they denied my claims without even sending someone to inspect the property, citing various fine print in the warranty (must be reported within 5 days) and making assumptions about what happened (telling me my pet ruined my laminate floor, although they did a poor job installing it w/out any spacing, causing it to bubble and buckle). They would not even consider what I was telling them or try to compromise - despite the fact my order was very expensive. I now need to replace my floors again. In short, poor quality materials, poor quality of installation and a useless warranty.

Simple job? Remove old carpet and tile underneath and install new floor. Aside from the fact that they didn't show up TWICE, the third time the installer told me I needed to get an asbestos test before he would do any work. Cost me $600, from another service, which Empire wouldn't even suggest... I had to find this person on my own (who was expensive but got the job done). Fifth appointment, the installed tells me I didn't need to have gotten the asbestos test, but that he needed more cement because the floor needed to be leveled. (It's only an 8 x 12 room, and I was told it was a one-day job, even though I told them it was an old building and the floor probably needed to be leveled). Anyway, he goes to get more cement, and never comes back. So, including the sample person, I had to take 7 days off from work, and exactly zero was done in the end. I asked for my money back, which they did, but there was ZERO apology, and no one would return my calls when I complained. They are so awful. Who does business like this?

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NOTE: Empire is just the liaison to the installers, there are no actual "empire" employees, which I was not aware of. Also, hardwood flooring needs to be acclimated to the climate in the room its being installed in approx 2-3 days prior to prevent from peeling, lifting, creeking, etc...I asked for this and was told it comes pre-acclimated to the warehouse (hm, the warehouse and my house most likely have different climates - strike 1). I begged to have the floor delivered with the carpet I was having installed 3 days prior to the floor. They accepted, carpet guys came, no hardwood floor - strike 2. The day before the hardwood floor is to be installed I was called and told it can't be done because the warehouse doesn't have inventory and need to push it back a day - strike 3 (now the floor won't even come acclimated to the warehouse climate). Floor and installers finally arrive and after 9 hours of work to install in a hallway and the landing of a staircase, I come to see the job wasn't done as expected - strike 4. There is a bump in the floor, the planks are not flush and they didn't fix the step under each landing to make it perpendicular with the overhand of the landing. It looks like they laid a hardwood floor over a carpet. I called empire to have them have someone come fix the floor and it took 2 weeks to get a response - strike 5. They asked for pictures, which I sent the same morning. It then took 8 days to get a call back after numerous follow up calls - strike 6. They tell me they still need to send someone to come and inspect the floor and then they can schedule the re-install/fix the issue. Guess what is happening now....Yes! the floor is now lifting in certain spots and the bull nose on the bottom landing is now loose - strike 7. When I finally spoke to a manager in customer service he repeatedly kept talking over me and would not make the accommodation to get someone there to fix it sooner, so I don't have to take multiple days off of work - strike 8. Basically, if you want a crappy floor call empire...

They actually did better on price with a competitor. They did a great job.

I was extremely pleased,and guests gave given very positive comments on the work.

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They did a very good job. I am very happy.

I had an appointment with a window of 9-11 am no one showed up and I received no phone call. After calling the call center later in the day I was informed my appointment was cancelled by the local office, they had no one available to come out. The operator tried to call the local office and it was closed at 330 in the afternoon, I requested a supervisor held on another 15 minutes and was disconnected, with no return call, and no apology this company is terrible stay away.

Made an appointment for them to come to my house.  Their 2 hour window passed without anyone showing up or even calling.  We called customer service twice without any help.  Still haven't called to apologize for making me take time off and waste a day.

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There was a mixup on installation date. We wound up waiting a week later because of a mistake on their end. And NEVER accept the first price quote they give you. It is outrageously high. When you say no way the sales person "calls their manager" to get a special reduced price. They ask what you want to pay, and then add a few hundred to that figure. I would have liked a reasonable quote to start and not play the game. The product quality is very good, however.

the sales person was very nice and sounded like this would be no problem. we had old existing tile and wanted it completely taken up and changed. we scheduled the work, and when the crew showed up on Saturday looked at a few things and said we cant do this job. they explained why and it was not what the salesperson said they could do. we then tried to compromise saying can we do just an overlay of new tile and we will sign a waiver saying we understand it may not be perfect and last forever. they refused that too saying they are responsible for their work.
we then rescheduled for the next week, with the salesperson noting all the things the first crew said would be an issue. I waited at home all day as it was scheduled for afternoon. finally at 3pm i had to call customer service to find out their morning job ran late and they couldnt make it. that was the last straw i was angry and frustrated.
called monday to talk to someone in installation, who then says based on what the notes say nobody here will do this job. when i explained thats not what the sales guy said, she said he was wrong. i said if someone would have told me this at the outset i wouldnt have wasted anyones time on this! their explanation was that in many cases when redoing a kitchen floor the cabinets are removed. I didnt want that. but nobody ever said that was what should happen.
they really need to have better understanding of how these jobs are done by their contractors and explain to the potential customers what the process is. I had no idea and wasted two Saturdays and now have to start my search for a contractor to do this job all over again. Bad business Empire, being big and popular shouldnt make you sloppy and give bad information.

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Look for another company!!!! Everything was horrible.
Did not show up on days
When did show up - hours late
Did not have right equipment
They say 24hrs - and it was a joke - we finally had someone out in 6 days!!
Trying to cancel and order was also painful - you get passed around and no one has authority to make decisions.
very, very unprofessional - will NEVER use them or recommend them

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