Empire Today

Rescheduled multiple times, charged for flooring they have yet to install, tried to cancel with them and had more issues because these fools don’t seem to understand the words “we don’t want your services anymore.” Horrible customer service, horrible scheduling, the prices are not that much lower than anyone else, and with all the issues we had, the price cut isn’t worth it. Spend your money on people who will actually show up and install flooring in your home. I don’t know how this company is even still in business and I won’t be recommending them to anyone ever. I will go out of my way to make sure every person who asks me for recommendations on flooring knows that empire is the worst business to call. You guys suck.

Not happy with the mess they made.

We are having the entire first floor of our home, minus one bedroom, covered with flooring. The installers came, took all the carpet completely out, found a small 1/2 inch common transition problem where the slab meets the wood and decided we had to solve that problem ourselves before they would continue. They wouldn't even lay down any other room. They left us high and dry. I called and got cut off several times until I finally got someone. She said she would notify the regional director and his boss and I would hear from them within 24 hours. I've heard nothing. Nothing. I called six other carpet/flooring places and they all told me when their installers run into this common problem, they fix it. It's part of the package. Not Empire they left us high and dry.

We contracted empire today to install carpet and laminate flooring for the entire first floor of our home. The salesperson was great. Very informative and did not pressure us at all. The carpet installation was performed 3 days later and that went well. The laminate flooring install was performed 2 days after that. We were told it would be a 2 day install and i took the days off work to accoomodate the install. They finished in one day instead of 2. After they left, we found out why. They didnt do a final walkthrough or inspection. The flooring in the doorway separating the kitchen and dining room has a huge bubble to where there is noticable give every time you step on it. They also left our entire kitchen without baseboard so the wall looks awful. They claimed the carpet installers didnt apply padding all the way to the transition by our front door and that they would need to come back with the padding to close the gap. The next day, a carpet installer came out with the padding, but couldnt complete the job because the laminate flooring was unevenly cut and since it was a clean line across, he could not install the piece to finish the flooring. So we had to call yet again to have someone come back out. We spoke with tommy dooley (the installation manager) who assured us it would get fixed. So they sent another guy out who showed up, and told us the entire floor would need to be redone because of the bubbling, but they were not allotted a full day to do it, and thats how long it would take. So they left without doing anything. So we had to call yet again, and after having to call over and over to finally get mr dooley to call us back, they scheduled us for today. It is now 3pm, nobody has called us or showed up. They supposedly allotted a full day appointment slot to fix this, and thats obviously not going to happen today. We have now taken a total of 6 days off of work and nothing is resolved. The product itself is nice, but the install and customer service have been nothing short of atrocious. I am not normally someone who writes complaints, but this has gone on for too long without resolution to not voice my opinion.

First of all, the installers could barely understand English when I spoke to them. They drove their van through my side yard where I just planted grass. They absolutely destroyed my lawn and were laughing about it. I asked them about it and they said nothing. I called Empire and have received no calls back. Absolutely disgusted with your company!

Totally hate Empire Carpet!!!! The black carpet is the one I wanted and the cream carpet is the one they brought. They said it is the same. REALLY!!!!!! They think $50 off the $1000 I spent was a fair compensation. I don't think we will be returning customers.

In early March I purchased about $9,000 worth of flooring from Empire Today and was told it could be installed as quickly as 1-2 weeks. I purchased Luxury Vinyl Tile, Laminate and Carpet with the LVT to be installed first. The LVT install was done on Monday and the Laminate was scheduled for Wednesday. The evening before we cleared out most everything from the Living and Dining Rooms to prepare for the install the next day. At about 9pm the evening before I got a call from my sales rep to tell me that they hadn't receive the laminate and wouldn't be able to do the install on time and that they would contact me in the morning to let me know more. The day I didn't hear anything and it was early afternoon. I reached out to my sales rep and got nothing in return from customer service or the installation schedulers. I was unable to get any sort of response from Empire until I reached out to their CEO on LinkedIn, I quickly received a call back from the Regional Sales Manager and she said she would get back to me. It took about a day or so before they could tell me when the flooring would be in, and that was about a week. We also rescheduled the carpet install to happen after the laminate was installed. After the laminate was installed I was called and told that there was going to be a delay in the carpet install, they couldn't get any from the manufacturer. The delay for the carpet installation ended up being a couple of weeks. The carpet installers were absolutely terrible, they hardly spoke any English so we were unable to communicate our concerns during the installation, which included scratching up the walls, doors and door frames. About all we could get out of the installers that evening was that it was normal for them to tear up the walls and doors like that. It wasn't from the installation of the carpet, they scratched and dented the doors and walls when moving furniture, they weren't careful at all. At the end of the installs for all of the headaches and damage done, I only received a $200 credit from Empire. Several weeks later we had to have them come back out to fix a hole in the tile grout. They also had to come out three times to fix an issue with the laminate buckling in the front hallway because they didn't leave enough room for expansion. We are still waiting on them to fix two more buckling issues with the laminate in the back hallway and dining room. The installer showed up today and was only going to replace the transition strips and was not approved by Empire for anything else, so he left with the problem unresolved. Throughout this entire process, getting a hold of anyone at Empire is a nightmare. I have direct extensions and nobody answers, I leave voicemail messages and nobody calls me back. The only person that regularly answers their phone is the Regional Customer Service Manager and then she gets a hold of the proper people. Once you have signed your contract with Empire it turns into a nightmare as far as comunication goes. Their pricing is very competitive and they have a nice product, but at this point I would NOT recommend doing business with Empire, their customer service it horrible. I will update this review if/when my issues are all resolved.

Because the work was so bad, I was able to get some of it back, so it was about $4000, but it should have been $6000. It took them, instead of 2 days, it took them 2 weeks. My house was torn up for two weeks. They flooded a couple of rooms. They did not replace some tiles that needed it. They did a terrible job on grouting. The other part is kind or personal. They stole something of mine. It's a lot. They had an eleven year old working here. They had him doing grouting work. It's really kind of upsetting. It was a contractor. Empire as a company itself, I would give them an "A", but their subcontractors I would give them a "D". The company itself stood up for me. They were going to correct it all. They were going to do the whole 5 rooms again until it was perfect. I guess I should give them a "B" because they would have corrected it. I just didn't want to go through it again, my whole house. They were very late. Sometime 5 hours late. Sometimes they wouldn't get here until 3 in the afternoon.

For the flooring, they did a good job, I have to admit that. Usually A, I give to people who are exceptional. I am going to look at a blueprint for my home, for the back I’m going to have a porch built on, and I can see the difference between that one and some other people I’ve had contact with. They did a good job though. As good as it could be, I think. My floors weren't even so they had to do that thing with the grout or cement they put on top of it to try to level out the floors. In one spot here, I don’t know what happened, It looks like one spot got scratched, it was under their watch, they came and fixed it and everything. they were good they were responsive and addressed everything. And would I recommend them to anyone? Yes, I would. The best part of my experience was they were reliable. Although they did have to reschedule a couple of times, once or twice, because another job wasn’t done yet. It didn’t finish as they planned. So, we ended up pushing it because it was supposed to get done before I went on vacation but it ended up being done after I came back. Which is fine. The quality of the floor is wonderful. I just wish I had more guidelines with the hardwood floors because I have some chairs in the kitchen, as much as we try to cover it with different things, one of the chairs still managed to scratch the floor already. I will have to address that at some point in the future. I have defense slip covers on it now, that’s more of a carpet texture, to see if that doesn’t help. I mean the other ones were similar to that but they wouldn’t stay on so when they would pop off it was highly likely to scratch the floor. That’s the only bad thing about the hardwood floor, you have to be so careful about what’s going to possibly slide over your floors. For example, chairs. You know a chair at a table, because you know you’re going to pull yourself in and push yourself out to get out. The quality of the flooring is wonderful. Other people have told me, not people from the company, other people who own hardwood floors; have told me that’s how hardwood floors are. You have to be super careful because they will scratch. This is an important one. There are two different kinds of hardwood, if you remember the other kind its ¾ inch think, this one is like a ¼ of an inch think. And I have that one, the thin one. My brothers place, they definitely have the thicker one. We can’t even compare our floors except by how well they endure. The quality of the flooring is an A, it’s wonderful. An A definitely for the tile one, it’s easy to maintain, easy to clean. You walk on it, it looks beautiful. The hardwood floors they look beautiful, but you have to be careful with it. So, maybe for the hardwood floors I will say a B because of what you have to do to take care of it to protect it. The people were wonderful. The product was really good, I mean, I had the little issue with the hardwood floor just in terms of being more fragile than the other one. I had to take more precautions for function use. You have to think twice about what you put on the floor. Overall, the people were wonderful. They really did do a good job, we just have that one issue. We don’t know how it scratched, but it did happen on their watch. So, that’s the only thing, but they addressed it. They came out there, that top person came out there they put something on it to cover it and bring it back to look like the rest of the floor. On punctuality, they were good; if they said they were going to be here, they were here. Usually they gave you a range so that kind of covered it for them. In the future, I’m going to have to have my carpet changed, but not yet.

Not good. Sales person was great but left for long vacation and we needed response. Called empire and took weeks for response after 3 calls were made with complaints. Lots of confusion between people. Customer service is not good. Tried to cancel and received a sizable credit to move forward.

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It worked out good.  They did my kitchen like a month or two ago.  They did my carpeting four or five months ago.  It took them maybe two hours at the most to complete the floor in the kitchen.  The workers were very polite and nice.  Very professional.  They left the area excellent when they were finished working.

I have them on hold, until  the doctor tells me what is going on. I can't really say, they only gave me an quote. They are trying to work with me, because of my medical issues. If I can't get carpet, I will have to do something else. They try to be thrifty with prices. The floors haven't been installed, so I can't grade quality. Those people aren't going to wait. I need to give them answer from my doctor. It depends on what I am doing. Sometimes they would be here, sometimes not. They only have to be out here for the measurements. So, they aren't here constantly. He was really professional. If I find a better price, maybe not. Its nothing personal, or craftsman. Until I can get a better price, and see their craftsmanship, and find out what is going on with me. They are really courteous because of my medical issues. You get an discount if you get installation early before your due date, you get twenty percent discount.

Beautiful! I have received so many compliments on this flooring.

The job went well, the workers were great, the product was good, but they are delaying the referral reward card of $100 for my cousin. The work has been done for almost a year, but they keep giving me the run around. They said they sent it out last month, but my cousin hasn't received it. I call them back, they acknowledge that they haven't sent it out, then say they will send it again, but he still hasn't received it. He should have received it LAST YEAR. Let me be clear, the workers did a great job, but the company failed.

I had the kitchen floor done, I suppose to have the bathroom floor done, I am pleased with the kitchen floor it looks beautiful but when it came to the bathroom floor they told me I needed to get somebody else, they wouldn't do it because they needed a contractor to come out and boost something. so I had to find somebody else to do that and which was another cost for me.

Where do I begin? After contracting with the salesman we agreed to have carpet installed by Empire Today on a Thursday. We were told to expect a call from the installers between 8 and 10am. That never happened. Upon calling Empire several times we were told that the installers would arrive around noon. Didn't see them until 1:30pm. It was obvious they were subcontractors. But they seemed competent enough to install carpet. One even spoke english. However, at 4pm with the job half done they left claiming that they had neither sufficient carpet or the needed tools!!!! But they would return first thing in the morning. Morning comes and no installers. A call to Empire and we find out the carpet is "out of stock" and won't be in for another day!!!! It's a good thing I have no life and can sit around for THREE DAYS waiting for Empire. Day three arrives and so do the installers upon which they almost complete the job. I say almost because they tell us they don't have NAILS to reattach the molding!!!! Nor do they have an adequate vacuum cleaner to clean up after themselves!!!! I don't like to use the overused phrase jaw-dropping but I am stunned when I see that even the most basic elements of service are overlooked. How are these people staying in business?

The 2 workers said they didn't speak English but spoke Spanish. The one thing they knew what to say was, 'we no work for you until you pay us all money first.' So I had to pay $1300 before they would even start work. They left the area clean. They could have done the work without my having to call their supervisors. I had to call their supervisor 4 times in order to make them do certain parts of the work.

It's fine so far. They were average. They are a national company, so sometimes getting ahold of them is sometimes difficult.

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This is an update to a previous review that was a poor review. The national customer service center for Empire Today contacted me and we have come to a mutual agreement that resolves a prior dispute. I was very impressed with the national customer service representative - she was very professional and easy to work with.

The installation crew was very proficient. They were in and out in about 6 hours. They moved furniture to complete the installation and did a great job. The sales part of the process left a lot to be desired. We wanted to put laminate in and tile in the kitchen area. When the installers came out they told us within 30 minutes that we could not install laminate because the sub-floor would have to be replaced. This ended making everything take about 2 weeks longer.

They advertised on TV. They did a good job and the price was reasonable. I thought they were alright. They are very good and the people that did it were real neat and they cleaned up after themselves. They came on time. I was very pleased with him. This is the first time I used them. They are professional. The salesman that was here showed me a lot of samples and I think that was good for me.  I would use them in the future.