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4.4 838 Reviews

Empire Today Complaints Summary

690 Resolved
147 Unresolved
Our verdict: Expect excellent service from Empire Today. While their resolution rate is high, always verify their service terms. Read customer testimonials, both positive and negative, to gauge their service's reliability and responsiveness. Have all relevant information ready when dealing with their customer service for efficient problem-solving.
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8:17 am EDT
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Empire Today - cancellation

Yesterday I told your representative that I don't want to make a decision because I have to present the offer to my husband. She pressured me into a signing by her argument that that's why she is here to sign a contract and when she leaves the offer is off but don't worry, I have 3 days to cancel. My husband didn't like the offer so I'm trying to cancel...

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Empire Today laminate floor

Empire installed wood floors in my family room and the service was so great, I decided to have laminate flooring in my kitchen, bathroom, pantry, foyer and laundry room. The flooring is not durable and has streaks throughout the laminate. The installers told me that once I cleaned the floor following installation, the streaks would disappear. They did not and the floor is scratched in places. I have called on numerous occasions to have a manager speak with me without success. Customer service keeps taking my information stating Lisa Johnson from my local office will call me. It's frustrating after spending thousands of dollars with a company who swears on excellent customer service, but after taking my money, refuse to even speak with me about my issue. An "installer/Inspector" came out and took one picture and sent it in and told me that someone would call me in 2-3 business days...it's been almost 3 weeks. I guess I have to spend more money on an attorney, involve the local media and report Empire to the BBB in order to get a response. Unfortunately for them, they will never get my business again.

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6:53 am EDT
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Empire Today empire today carpet installation

So if I could give zero stars to this horrific company I would. It all started on Tuesday May 2nd with out consultation. We were very specific that if they could not install on either Thursday or Friday of this week we could not use their company. As our movers were delivering our furniture on Saturday May 6th. Mind you we were only wanting to carpet one bedroom. Not a huge job, shouldn't take very long. Well the consultation guy was extremely pushy and even though he said they were booked Thursday and Friday as I tried to get him to leave our house he schedule me for Monday without my permission. Why even bother, who does that? If someone has a specific time frame you don't do that. So I ended up calling customer service to see if either a Thursday or Friday installation opened up or to cancel if not. The woman I spoke to told me Friday was available. So she sent a note out to the installers to change my installation date to Friday and told me to call back in two hours to confirm the changes. Two hours later I call back and the customer service agent sees the note but now sees Friday is full. So I tell him that I want to cancel because we were very specific it had to be done by Friday night at the latest and now we need to find another company. He speaks to a manager and gets us squeezed in on Friday since the first woman left it in the notes Friday was available and since our job wouldn't be long. I also called and confirmed on Thursday that yes they did switch it installation to Friday we got the confirmation email all is well and good. Friday May 5th comes, it is 3:30pm and we have spoke to customer service multiple times to get an estimated time of arrival. Finally the installer calls us back and says he won't make it today. So we say either you come today or don't bother. This was our original stipulation and now stressing us all out. He says okay okay I'll make it today don't worry I'll call back at 4pm with my eta. 4pm comes and goes we have now called customer service a few more times. The installer calls us back again and says he won't make it he is too far away. Really? He says he can come install at 7am. Not ideal but not we have already been pulled around and can't get anyone else to do it that quickly. So we say okay then you have to actually be here at 7am. Since movers are at 3:30pm on Saturday. We call customer service to escalate this issue that they never showed. We do find out (and customer service in Texas will tell you straight up) the orlando market doesn't answer their phones, their voicemail is always full and they never call back. Lovely. 7am comes and goes, we call multiple times. 8:30am installers show up, they have the correct color carpet, that's a start, wrong padding, no materials to carpet over tile. Installer states they didn't read our order form. Umm, isn't that your job. Do you just guess what people ordered? They were going to switch us to cheap padding that wasn't even meant for tile. Are you kidding me? So he says they will have to go back and pick up the right materials and it will be a few hours. Now I'm just pissed, this is a joke right? Oh, and they leave the carpet and the wrong padding at my house. Again, I am flabbergasted, this is not how you do business. Hours go by, I think by this point customer service has spoken to us at least 20 times. Finally, they get ahold of Bill the Orlando Market manager and he calls me back. I tell him what's going on. No installation Friday, wrong materials Saturday, oh and there is carpet and padding sitting at my house and the installers had actually just informed us they were cancelling our installation and we had to reschedule. He claims to have no idea about this cancellation, nor any idea the materials are at our property. He says he will get ahold of them and call me back. Hour goes by and he finally calls me back. He guarantees me they will be their to install between 3:30pm and 4:30pm. Not ideal but we can hold of the movers doing the bedroom furniture until they are done. 4pm comes and goes and I call his direct extension, no answer, I leave a message. Never got a return call. Installers never showed up. We call customer service and tell them. I mean this is a joke right, they left all the carpet, and the wrong padding in the bedroom. Am I in another universe. I don't think I'm the crazy one here and this is literally nuts. We tell customer service if the installers don't come tonight and pick up this carpet it's going on the street. And this is Orlando I'm sure someone will pick it up during the night. Well midnight comes and goes, we throw everything on the curb and go to bed. It is now almost 7:30am, they never even bothered to call us. Carpet is gone. No contact from anyone. Usually I would assume businesses actually want business. Guess Empire today does not. What a joke. What's sad is had they been honest with us at the beginning we could have gotten another company to install our carpet. Thy ruined my entire move into my new house. I don't want to have carpet installed now that our really heavy furniture is in. They wasted days of time and energy I will never get back and they never even did the job they promised so they can't even compensate me for it. What a despicable company. What a joke. Customer service in Texas seems like they try but I told multiple people if they can't control the Orlando Market then either shut it down or fire everyone and start over. It's not that hard. I guess I'm stuck with cold tile floor in my bedroom now. Thanks for ruining everything.

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Disappointed KJ
, US
Aug 03, 2017 6:21 am EDT

Yes I wish further assistance. What can you do to assist me with this matter? I need you to actually come and install my carpet? Any help?

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cmonroe
Chicago, US
Jul 31, 2017 4:08 pm EDT

Dear Customer,
We regret to hear that you feel this way, and would like to address any questions or concerns that you may have. Please contact us at customersupport@empire-today.com with you concerns and account information, if you wish further assistance.
Thank you.

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Disappointed KJ
, US
Jul 29, 2017 10:13 am EDT

My complaint is just a tad different but it's a complaint. Called empire today for an flooring estimate and measurements to have them give us two dates for installation July 20 and the 25 for Tyle and carpet in 2 different rooms (right beside each other). 1st cancellation the day before the 20th is now scheduled for the 25th for both. But when inquiring about the scheduling both on the same day, it was so that the installers don't get in each other's way. So now the Tyle gets done on the 25th day but the carpet does not. I was told to reschedule that job for another day because they didn't have an installer. So I've complained and got a definite date for Saturday the 29th, to have received a call from empire tha they will have to cancel due to not having an installer again. Mind you when I made this appt on the 29th the girl said it would definitely be done, she spoke to an installer and he gave her the word. Now yesterday I've gotten a call from them stating they would not be here today due to not having an installer and I went ballistic on the phone, spoke with a so-called manager and asked him how could he help me and he said he would only be able to escalate my complaint to all of the managers in the installation warehouse. Woooowwwwww! Is that it? What is the story with the installers at this place? If they don't have any (which it seams) just say the word because I'm doing what I've planned to do the 2nd cancellation, go someplace else since caring for your customers is not in their daily works for the company. I always said I cannot wait until I buy a house to shop at empire today. Well that time has come and I'm going elsewhere!

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Mishall Miller
, US
May 09, 2017 1:18 pm EDT

OMG! The same thing just happened to me. Mine was a job at over $14, 000.00 and they never showed, I called so many times I finally gave up. They kept promising me they would be there and never showed. It is unbelievable that a company would do this and to many people, obviously. You are not alone.

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Empire Today wood floor installation

I had wood floors installed in my home by Empire today on 4/7/17. A couple weeks later my wood floor buckled & bubbled. I contacted Empire and they sent the contractors back out to inspect the floor. The moisture reading in the area of the bubbling was measuring at 78% they claimed that when they did it before it was 4.5. I was told by Empire to have a plumber to come out to checks for leaks. The plumber came out and did not find any leaks but advised to have the heating and air to come out. I had the heating and air come out he also did not find any issues. Empire is now stating they do not repair for moisture and to repair it I would have to pay an additional $1295.95. I will be taking Empire today to small claims court to repair my floor. I don't believe the installers measured the floor in the area where its now buckling. Empire stated I initialed the moisture reading "I should have checked to make sure it was done correctly". I asked how was i suppose to know it wasn't done correctly.

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Empire Today unethical behaviour-damages occurred at the home as a result of empire floor contractors

From april 24-april 26th, empire floor contractors arrived at my home to install lvp floors. this is referencing activity #: 1-[protected], contract #: 037faar282. the issues are: (1) empire floor contractors removed the bottom guides from the pantry door in the living room area to install the new lvp floors and after finishing the job they just installed the doors without re-installing the bottom guides and now the pantry doors are scratching the newly installed floors.in addition, the installers did not mention this issue, it was discovered after they left by home owner. I expect empire floor to replace/re purchase the bottom pantry guides/properly re-install and repair any damages to the newly installed floors (2) the second issue is the floor installers yanked the wires from my security system and did not say anything about it. this was discovered on 5/1/2017 after I had allied home security rep help resolve why my security system was not starting up properly after the floor installers left. everything was working fine prior to floor installers. to repair the damaged wires, I had to pay $35.00 to allied security which I expect empire floor to reimburse me. the empire sales rep name is joseph white (rep# 6q4) and the installing manager name is turk (no last name provided). I have reached out to both resources on thursday (4/27/2017) whereas turk text me via phone and stated he would get back to me the following day (4/28/2017). I have not heard anything back. again, I reached out on monday (5/1/201) and sent joe white a text desperately asking for help and I received a text stating he was out of town and he sent my text with details (showing the issue) to his boss, the install boss and etc. as of today, I have still received no response back and received no help to resolve this issue which is very frustrating and humiliating. I then contacted the 1.800.588.2300 number and filed a verbal complaint regarding the lack of follow up to help resolve the issue/damages caused by empire floor installers. I am requesting immediate help as a result of empire floor causing damages to my home. by the way, at any time anyone at empire today floors will like to speak to my security company (allied home security rep), he stated he is more than willing to share his findings and provide copies of the charges I had to pay.

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Empire Today carpet runner

We bought and paid for new carpet in our dining room which was installed with no problem HOWEVER... A runner was also ordered and pd for. We were told that the runner would have to be bound all the way around and would take approx 10 days to get done. At that point, the runner would be delivered. To date after much spinning, excuses and what appears to be outright lies from the sales rep as well as management, the runner was to be delivered today 4/12/17 and it never happened. I thought this company was much better than this and I have decided that in spite of the fact that we have 2 more big rooms to carpet, Empire will NOT be given a chance for that business.

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Empire Today installer warning

My $98, 000 frustration
Previous installer 7101

My name is Ramon and my company began installing for Empire Today Memphis almost 3 years ago. For the first 2 years it was a GREAT PLACE to subcontract so I decided to dedicate two of my crews to their office. My problems didn't start until the new office manager Steve Coudriet started. At first he seemed like a great fit and fun person to work with. I mean we would joke sometimes and yet still get things done. Now my problem didn't start until about a year ago when Steve Coudriet pulled me in his office and asked me for a favour because he was getting overwhelmed with jobs. He asked me to allow an installer he knew to work under my installer number for a month until the installer get enough money to get his insurance together. I immediately said no and I didn't feel comfortable doing that since I didn't know this person nor did I know his skill set and I take pride in my work. Steve said he knew the guy from I think Baltimore (a place I never been) and also another manager in the Nevada market Venus knew him and spoke very highly of him. He begged me to do this for him and if I could just help him get out of this hole he'd be cool. He then told me that if I did this for him I “will not be held responsible for anything this guy did if he messed up a job” and the guy would give me 10% of his check just for using my number. So with that being said I gave in and told him Rockny can keep the 10% so he can hurry up and get his paper work together and I would need a w-9 so I can 1099 him at the end of the year. Steve agreed to take care of that since he knew the guy. So the installer moved to Memphis and started installing. Then Steve Coudriet and the install manager Scott Dabbs pull me in the office again and asked me to do it again because the marketing advertisements where doing so well he was getting over loaded and was having to turn down work. So Scott and Steve found some other installers to work under my number and they would be responsible for these guys until they get their paperwork together. So the crazy thing is these guys come in the door taking out big jobs and It was cool at first because they told me these jobs would help them get their paperwork together faster. Now after a few months these guys wasn't trying to get their stuff together and I asked Steve and Scott to talk with them because this is not our agreement. They completely ignored me and kept sending these guys out under my number and then started giving my guys 3 boxes of lvt or small tile jobs which was not cool but we also install for some of the other retailer and GCs in the mid-south so I wasn't complaining. My problems started when Scott and
Steve asked me to go and fix one of the wood jobs those guys did and upon arriving at the job it was clear that this guy didn't know what the hell he was doing and the job really messed up. I fix the job anyhow and told Steve and Scott that their guy was leaving people on the jobsites that didn't know what they were doing and messing up floors. Then came complaints for from all the other installers and just like the previous one most were installed completely wrong. There were four installers under my number that were getting call backs on. The installer Jimmy and Charmane did know how to do basic installs but their problem seemed to be no good help and Steve and Scott was giving them jobs that were too big and pilling jobs on top of jobs all the while my crew is given the smallest job they have. These guys started messing up so bad that I would be doing 3-4 complaint a week for them and wasn't even getting paid to do it. So after months of begging them to stop using these guys Scott was terminated because it was found out that he was taking kick backs from those installer in exchange for those big jobs they were being given. And after a few more weeks Steve was forced to terminate Rockny because he was messing up waaay to bad but he kept working the other guys. So after another month or so he finally let the other guys go also. Now this is where things kinda went bad. Steve pulled me in his office again and told me he talked to the “corporate office” and they would not allow him to be responsible for the work theses installers did and I might be backcharged. I asked him to let me talk with them because this was out of my control and also not what he agreed. He told me his boss was always busy and wouldn't even give me his number or name. Steve then told me he would atleast make sure I don't get back charged for the materials need to make repairs. He lied again and I was backcharged $15, 934 and was still being backcharged and doing repairs until January. So here I am being forced to repair jobs that I could have done at first and most of them were and still are messed up because he wouldn't replace none them completely. Also one of them had already been paid and it wasn't even completed and it was installed 100% wrong but I did the best I could to make the homeowner somewhat happy. Now this whole time I'm fixing Steve and Scotts mess ups because according to Steve Corporate is holding me responsible for his bad choice which didn't make any sense. So after a few months of doing these repairs I start to feel the sting of the labor I was paying out of my company reserves for the labor for the repairs to the tune of $17, 000 dollars because it took over a week on some of these complaints. I talked with Steve and told him how this ways hurting my company. He told me he was going on vacation and the he had a national meeting coming up and he'd see what he can do when he gets back. So upon getting back a few week later and asked him what he come up with. STEVE COUDRIET then looked me right in my face and told me he “had know ####ing idea what I was talking about and I should've been taking 10% out of those guys check” and he knew nothing about any w-9 forms (which he agreed to get for me since they knew these guys) I felt so betrayed and stuck because I gave some much to Empire Today and him to help him out. Steve then started talking bad about my crew and their workmanship and calling them “lazy, stupid, nogood, d grade installers, etc. No that is where I drew the line because he has already hurt me and now he was started on my guys. When that very week we replaced 800 sqft of lvp demo and install for another guy he hired and fired and we did this in three days and the homeowner was extremely happy. So this brings us to the last installer meeting we had. One of my guys questioned Steve about all these repairs we're being forced to do when he know it wasn't our mess up. Steve got a little agitated so I then tried to take up for install and Steve gets mad at me! After all I've done for him! He then goes in his office and invites me in to “talk” about it. I refused at first but he cursed at me and he and I had a heated exchange. He then calms down so it can appear im the aggressor ( yea he played me like a fiddle) and I was terminated. So here I am with taxes owed on money was payed out to guys I never knew and I was terminated unfairly. I gave my best to Empire today Memphis but in the end I got screwed by the ones I tried to help. And I was one of the few installers that never bad mouthed empire or took a job away from them. I gave my loyalty and they played me. I have cancelled checks and check stubs just incase they say I'm lying. Also at that last meeting there was a “installation quality manager” present and I believe she was trying to get to the bottom of things a maybe help me in some way, but the corporate office had taken Steve Coudriet side completely without even trying to here from me. Sad. Feel free to contact me.

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Empire Today vinyl plank flooring

A repost since I still am in no better spot after 2 days and promises the situation would be alleviated:
I don't normally do this, especially in the middle of a job, but after my terrible experience thus far, it seems warranted and may actually get the attention from Empire that I have not yet been able to achieve through conventional means.

I ordered vinyl planking from Empire for my small and square dining room and scheduled the job to be done today, April 1. I was at work when the installer came, so my wife handled the situation. After cutting into our carpet with no full explanation of what he was doing, my wife reminded him of the broken board in the room that had been noted by the Empire sales rep, to which he said he was unaware and we'd need to repair ourselves before he did any work since he couldn't glue the product to a broken board.

My wife understood there wasn't glue involved in the process of putting down vinyl planks, so she asked him what he meant, to which he said we ordered linoleum and it needed glued. We obviously didn't and have documentation to show as much, but the technician seemed unfazed, called his boss and simply said he had the wrong stuff and just left, which is rather unprofessional to begin on its own.

My wife called Empire customer service and was told we were right about our order and they would call the Installation Department and they would call us back to sort things out. We needed this situation alleviated quickly since we had moved the contents of the room into our living room, making for extremely cramped conditions for our family, which includes our 10 month old little girl. After not getting a call back from anyone for several hours, she called again, where that rep seemed surprised and said she thought they would just wait to call the Installation Department until Monday (in two days)- which is unacceptable.

After my wife spoke to this, the rep said she'd leave a message and we'd just have to wait, which is also unacceptable for a company to have no intercommunication at all and no one higher to streamline the process. I called hours later, trying to get something more in the way of help or at least timeline or to speak to someone higher up, but I was just told to wait and hope I would receive a call soon.

So here we wait, a cut carpet, a cramped living room and a major company that seems to have no synergy or sense of responsibility at all. We need this job done before we adopt a new dog to replace my beloved Beagle who passed away from heart failure recently, so we're basically stuck and at the whim of a company in Empire that just doesn't seem to care about handling their own mistakes in a direct and expedient manner. I can only hope for the best, but I felt it only right to share my story so others know what could happen and maybe, since Empire seems to respond when it's their online image that is being besmirched, I'll hear back from someone who will actually do more than the bare minimum.

As a bit of an update, it is now Monday, the day I was told by Empire on this page the problem would be addressed and handled without issue. No one called, I had to call. A note was put into my account file that said the job was to be moved to May 1, which is just not acceptable, and I was never made aware of this by anyone. I was then forwarded to the Pittsburgh branch office, where I only got a voicemail machine and no call back after that. So, I'm curious, what is your answer to my issue now?

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Empire Today vinyl installation

Last Wednesday, we waited for the installers who arrived during the two hour window. Hooray. However, upon their arrival, they told us we needed a plumber to disconnect the refrigerator and we needed quarter board for the molding once the flooing was nstalled. The sales rep never told us that so we cancelled the installation.

We rescheduled for today. We received a call at 730 informing us they would be here by 930. I finally called them to find out the installers truck broke down and no one ever thought to call us. I am fuming.

I am waiting for the manager to call me back. Two days I have wasted on this. I used Empire in another state and they were excellent. Not here.

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Update by Nancy Niles
Apr 06, 2017 2:41 pm EDT

UPDATE TO NANCY NILES COMPLAINT ON MARCH 31st

The installers arrived during the time frame promised and quickly installed the vinyl flooring in the bathrooms. However, there was a problem with the vinyl in the kitchen because it was rolled improperly so there were bubbles. We had to stop the installation. He immediately sent a picture of the faulty flooring to install - Orlando that day. It is now Thursday. I have called them every day with no luck. Finally, someone picked up the phone today and informed me that NOW they will have to reorder the vinyl to finish the job. I have no place to eat. There is furniture all over the place. This is ridiculous. I have no problems with the product just the management. This is crazy. I have never seen anything like this...

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Empirewarranty
, US
Apr 03, 2017 9:55 am EDT
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I had carpeting installed January 2017 and was also lied to by my salesman. I purchase the most expensive Lifetime Warranty carpeting. Despite calls to Empire Today and their warranty department and the local installer for the past two MONTHS, I have received no assistance at all in them honoring my warranty. They said they would take care of me 10 days ago and still I have received no calls of assistance to replace the carpet and honor the warranty I paid over $3000 for. I even paid for a professional carpet cleaner to clean the carpet and had to send proof of this cleaning to the Empire Today warranty department and local installer. Neither has done anything since the receipt was sent to them on FEB 13, 2017. NO WAY should this company have an A+ rating with the Better Business Bureau. I agree that the local news media and the Better Business Bureau should be informed about their total lack of professionalism. The sales guy lied to me and even showed me a video of their fancy carpeting that had stain block so I would never have a problem. The product is not what they sold it to be.

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Empire Today manor carpet

We purchased this carpet in November 2014. After it was installed we were having problems with pieces of the carpet coming up every time we vacuumed. We were told by Empire this was normal. It continued to come up plus the matting on the carpet or down and they sent a representative out and said that it was fine. Since we were not satisfied with that explanation they sent a third party to investigate the carpet and it came back that the carpet was faulty. They replaced it with the same carpet in March Of 2016. Well it is a year later and after vacuuming twice a week we are still getting a lot of the carpet up it is matted down and they are only two adults that live in this house and we don't wear our shoes on it. It is our determination that empire sold us lousy carpet at the cost of $3800 cannot tell you how disgusted we are don't know if there's anything you will be doing about it. I would like to think that someone would come out, remove it and replace it with a real piece of carpet has it certainly was not inexpensive for the poor excuse for carpet that was installed. We have been married for 56 years and have purchased a lot of carpet and we have never seen such poor quality and all those years. Sincerely, Bonnie Evans Home phone: [protected]. email: [protected]@yahoo.com. Address: 109 Wofford Rd., Taylors, SC 29687. I will look for word to receiving a response by any of the above forms of communication.

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Empire Today carpet color

On 3/8/2017, we ordered carpet to be installed in our home that was for sale. We selected the color Flaxseed. An email to confirm the installation scheduled for 3/13/2017, was received and responded to. On Monday morning Empire was contacted at approximately 10:30, and we were informed the installation was cancelled due the color selected was out of stock. We had a contract on that house contingent upon new carpet being installed by Wednesday, 3/15. We had to settle on another color that was in stock to meet the deadline. The potential buyers cancelled the contract because the color we were forced to accept was too dark. This i unacceptable, and has cost us the sale of our home. We should have been told that Empire did not have enough of the color selected before the date of installation. We explained the time line etc. to the Empire sales rep Jason Light. I emailed him on Monday, with no response.

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cmonroe
Chicago, US
Mar 15, 2017 4:29 pm EDT

Dear Karen,
We have read your review, and are disappointed to hear about your installation experience. We will be following up with you shortly to learn more and start working towards a solution.
Thank you.

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Empire Today flooring

I put in a detailed complaint about our flooring experience. I wanted to include pictures of everthing. I have uploaded photos of the floors so that people will think twice about empire flooring and make sure they don't listen to those sales people. They are out to make a buck and they don't care how many lies they have to tell to make it. Our sales person was an 18 year old guy named william. I don't have his last name or his business card. The items in these photos have been lying around our house for a month. Those long boxes, we pulled them outside because we kept tripping over them and got tired of almost falling, so we pulled them out onto the patio. The flooring spaces are where our doors use to be, but they are now laying against the wall at the back of the hallway. This pictures are as of today 3/6/2017.

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Update by CReneeWade
Mar 06, 2017 9:42 am EST

My complaint is for this Empire. My sister and I recently purchased a home in Baton Rouge, LA. The floors were really bad, so she called Empire Today to have wood laminate floors installed. This sales person, William, came over and told us all kinds of wonderful things about what we should expect when we purchased Empire flooring. That was Feburary 7, 2017. William told us that Empire carpets does not use 3rd party contractors to install their flooring. "all of our installers work for Empire" is what he said. "All of our floors have a lifetime guarantee against any type of damage" is what he said. Then he quoted us a 12, 000 price and pretended to call his boss at 9:30 pm to get the price down to 5 grand ( which was probably the price in the beginning.
As of today, 3/6/2017, the floors are not finished, we have boxes of tile and bags of concrete in the kitchen and on the side of the house for a month. The wood flooring buckeled in the hallway days after the contractors left. We received a call from California Empire on Friday (3/3/2017)asking about our experience, we told them the floors were not finished yet. On Sunday (3/5/2017) one of the contractors sent a text saying that they would come out on Monday and finish the transitions between the rooms. They took the bedroom and closet doors off in the middle of February and they put them on the wall at the end of the hallway, so the master bedroom has no door.
Today (3/6/2017), them installers informed my sister that her warranty does not included damage by water. But, that's what that sheisty sales person William told us. So, now we have buckeled flooring and in order to fix it we have to shell out more money? Yeah, I will send my enemies to Empire or, you know, people I really really dislike.

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cmonroe
Chicago, US
Mar 06, 2017 1:50 pm EST

Dear Customer,
We appreciate you bringing your concerns to our attention, and sincerely regret to hear that your installation experience did not meet your expectations. We will be in contact with you shortly to discuss your concerns is more detail and start to work towards a solution.
Thank you for your patience.

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Empire Today certificate of insurance

I will never do business with them again. My building management requires a certificate of insurance at least one week before installation. It is now over a month & i'm still waiting. I've had to change my install date two times and it looks like i'll be going for a third! The first coi they sent was too late and they left information from a previous job on it which my bldg. Mgmt would not accept. I had to call them back to revise the document. I finally receive it & guess what? It's merely a request for a coi which bldg. Mgmt would not accept. I called customer service again, spoke to someone & asked for the only individual that seems to actually want to help me, to call me back. Well, that was yesterday - i'm still waiting. I think it's time to contact the better business bureau. I've had it! I've been more than patient. Something that should've taken 5 mins has resulted in over 20 phone calls & I still do not have the coi! Don't ever use this company!

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Empire Today "luxury vinyl"

Had "luxury vinyl" installed. We were guaranteed it would not have air pockets... Not only are there noisy air pockets everywhere, the trim/transitions are a different color and don't match. We were told nothing could be done till the weekend passes because of the holiday, all managers were gone. The installation crew was friendly but left a huge mess! They told us to supply cleaner if we wanted the floors mopped after they installed. We had to mop ourselves! Dust is everywhere in the entire house. I am not kidding you. I called their 24 hour service line three times during installation and they had to tell the installation crew we paid to have the floor leveled so that there wouldn't be any noise. The crew said the office didn't give them enough materials to level so they had to go back and get more at 5:45pm. They came back and laid more fill but it stilll wasn't level. They told us it would be okay... And then come back the next day, to complete the installation. They were rushing the next day because it was new year's eve and their significant others were calling for them to hurry up and come home. While they replaced the furniture, they only swept the floors, leaving dust everywhere. All of of furniture and paintings, tvs, counters, everything - was covered in dust. I had to fight with them to caulk the floor boards as they said that was not part of the contract! I have a service order in and have requested a manager come see. I'll update this if they come through but right now, they failed to meet all the promises the salesman gave us. Needless to say we would never recommend this company at this point.

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Update. After six calls to customer service, the company promised me a refund of $150 for my personal supplies the original contractor used. They also sent me the best installer they have - Mr. Hui. Mr. Hui pulled the entire floor up and redid the base layer, leveling it like it was supposed to be. He replaced the unmatched transitions, and redid the entire floor so that it was everything I was promised by my salesman. AND, he and his team did all of this with very little dust, no mess, great customer service to my 74 year old mother, and in less than half the time the original installers took. We love Mr. Hui and recommend if you work with Empire Flooring in Dallas, you let NO ONE else install your floor but him.

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Empire Today unprofessional sales rep

I called empire to get an estimate for hardwood flooring. The sales guy that was assigned to us was awful. He was more concerned with the other work we have being completed in our home. Which I believe he increased the price of the estimate. I do not believe he gave me an honest estimate. After he left I had additional questions so I reached out to him, but didn't receive a phone call back until two days later. I had two other contractors come out to give us an estimate and they told me a different story about how the floors would be installed. I was told by empire that they could install hardwood flooring over ceramic tile, but was told by luna and lowe's that you can not install hardwood over a ceramic floor. When I spoke with the sales guy that came out from empire to voice my concerns the became very defensive by saying luna did not know what they were talking about and even mentioned that empire purchased luna for several millions of dollars. I told him that I was not concerned with that, but I was concerned how the install would be handled. I also told him that I had called empire back and spoke with a customer service rep who also said that, that didn't sound right. The sales guy then said to me "those people make $10.00 dollars an hour they do not know what they are talking about" I was so outdone by this comment from him. He was so rude! I called empire back to speak with a manager, but they were as you can guess to busy. So I have scheduled another appointment to have another sales rep. Come out and hopefully, I will get someone professional and knowledgeable because I actually like the flooring they provide. It's really sad when people are spending this amount of money they can't get a pleasant, professional sales rep.

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Empire Today do not use them - their customer service is terrible, their installers suck

Very upset with Empire Today. I contacted ET for in home estimate to replacement my carpet, last minutes they contacted me to cancelled the appt due to no salesmen in the area, re-scheduled the following week. Finally the salesmen came and signed the contract and scheduled the following week for installation. The installer came but can't do the job due to not enough carpet. Rescheduled, the 2nd installer came, can't do the job again due to the ET did not give him enough labor to do the job, refused to do the job and walked away. Rescheduled 3rd time, no show, no call. Finally I escalate to the "managers", promised no more issues. Rescheduled 4th time, but schedule us at 4 to 6pm, the guys show up at 7pm.

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Empire Today return of deposit

I ordered carpet on 9/8 but changed my before the install on 9/10/16. I cancelled the install, emailed them regarding the cancellation as I had to do by 9/11 and also sent the legal team a letter which they received by 9/13/16 which they needed by 9/14/16. In said contract they would return my money in 7-10 days not business days but days. It is now 9/30/16 and I have not received my money back in my account. I called today and spoke Desiree and she stated there was no request in to refund me my money. I'm sorry but we are dealing with a legal and binding contract and Empire Today is not holding up their end of the contract. What are the consequences to Empire Today for not holding up their end of the contract? I was told it will take 7-10 days again for a refund after they call me in 24 business hours. Are you kidding me. I will never do business with you again.

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EileenKay
, US
Jan 14, 2017 11:51 am EST
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I will NEVER do business with them again. My building management requires a Certificate of Insurance at least one week before installation. It is now over a month & I'm still waiting. I've had to change my install date two times and it looks like I'll be going for a third! The first COI they sent was too late and they left information from a previous job on it which my bldg. mgmt would not accept. I had to call them back to revise the document. I finally receive it & guess what? It's merely a REQUEST for a COI which bldg. mgmt would not accept. I called customer service AGAIN, spoke to someone & asked for the only individual that seems to actually want to help me, to call me back. Well, that was yesterday - I'm still waiting. I think it's time to contact the Better Business Bureau. I've had it! I've been more than patient. Something that should've taken 5 mins has resulted in over 20 phone calls & I still do not have the COI! Don't ever use this company!

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Empire Today no follow through and really poor customer service agents.

We recently had floor damage due to hurricane Hermine. After going through our options we decided to give E.T. a chance to replaced the damaged floor. Because of work / travel schedules there is a limited window to get the quotes / work done, so we scheduled an appointment for 6-8PM on Friday night. Received the automated emails and automated phone call confirming the appointment. Friday evening, no calls, no emails and no show. Called customer service at the end of the window (8PM), they attempted to reach the sales person but did not get an answer. She offered to reschedule, but also noted that he might be running late and maybe I should give him a little more time. At that point I was told there were appointment times available on Saturday. So we waited one more hour, again no contact from _anyone_ at E.T.. Called customer service again, this rep simply said we would need to reschedule, but now there were no openings over the weekend. I stated that was unacceptable and she hung up on me. Guess we won't be doing business with E.T.

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Empire Today extension gap

I paid top dollar to have flooring professionally installed by Empire Today, but one week later I was looking towards one of my walls and the quarter round started falling off and also found the same thing happening all over the room. I would now need to take off the quarter round and baseboard since it was not going to stay on as the baseboard was up too high. The quarter round was brought by the installer, but no extra flooring. Had the installer measured correctly before he gave it to his son to cut should have been enough flooring to for the extension gaps as there was a little left over but not much. I do not know if it was due to the installer not measuring correctly or if his son did not cut it correctly or maybe both. I complained to the group in my area as this is as high up as you can go even when you call the 800 # they put you back to your areas and the general manager did not want to listen but interrupted me many times and only offered to cover up the wide extension gaps. The general manager said he could not repair it without voiding the warranty based on the mfg. I then called Mohawk mfg. and spoke with a person in Consumer Affairs, he said the extension gaps are only supposed to be 5/16" to 3/8" and he e-mailed me a copy of the installation instructions. The general manager kept saying the gaps were supposed to be like that so they can expand and contract and this was after I e-mailed pictures, no one offered to come out and look, he said you have to cover it up with baseboard and quarter round, but I wanted it repaired but he refused to do so without it voiding the warranty and the employer with Consumer Affairs said it only voids the warranty if it is not repaired properly. I wanted to use 1" by 4" board to cover up these gaps but am unable to do so, I would prefer they be like they are supposed to be but 1 1/2 inch is a bid dramatic as stated by the Mohawk Consumer Affairs. I thought it was too and that was why I complained, these gaps are all over the place, I would think if a company was going to advertise how they professionally install they would back it up. I wish I had never used them but had used them some years back but I think this group in my area is a different group. I read some of the complaints and it looked to me Empire Today was always blaming it on the customer that complained. I have complained with BBB but since I last sent them an e-mail to let them know I was still disputing this and since the general manager here did not want to repair the flooring without it voiding the warranty they could come get their flooring but never heard back from BBB, I have left messages with BBB in their area and e-mailed them but they will not respond. I am still disputing this with my cc company. I hope other read this and think about using a company that will stand behind their commercials on professional installation, no customer should have to go through this.

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Empire Today failure to service when promised and not returning deposit

August 15, 2016
Empire committed to install wood in my entire house. Collected a deposit; gave me an installation date for 4 weeks after the contract was signed. Two days before the installation date, they confirmed, and the day before the installation date they also confirmed.
On the day of the installation, two hours into their set arrival time, they called me and said they were canceling the installation, and rescheduling it for a month later because they did not have the material.
I cancelled the contract and requested my deposit back. They said I would get my money within 7 to 10 days. Today, 15 days later, I still have not received my deposit back from them. I called them, and now they are telling me that its going to take another 7 to 10 "business days" for me to get back. In addition, their sales rep, has never called me to apologize or to even give me an explanation of what happened.
I will NEVER do business with Empire again, and I will tell as many people as I can, to not ever do business with them, as they do not care at all about their customers. I rather pay someone else more money than deal with them. My rating of their service and ethics is less than 1. (from 1 to 10, 10 being best).

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Bill Morejon
, US
Sep 01, 2016 2:11 pm EDT
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My sister and I are older and disabled. We contacted Empire for an estimate to replace flooring for about 145 square feet. To start with, the pricing is higher than most. A 50% sale created interest initially. We were given a quote of over $1000 and asked the gentleman to leave. He was a nice fellow and used the old "I need to talk to my boss and see what I can do...etc.." Well after a probably phony call to his boss he managed to get his boss to agree to a price of $600. We both live on Social Security and $600 is a lot of money to us. He assured us it would be a quality installation and a good product. What was never mentioned was they use subcontractors who also are encouraged to sell you additional products and services. The subcontractor showed up and informed us that without some sort of under layment the flooring could not be installed. Of course it could be done for a bargain basement price of $400 if we payed him directly. Since only a limited amount of this material is distributed in the US we would have to take advantage of this offer today or then the sales department would have to come back and charge us more since they work on commission. I worked in this type of commission driven industry and know plain old "crap" when I hear it. After many calls we initiated, since they never returned one single call, we did receive our $50.00 deposit back. This may not seem like much money but when you live on Social Security believe me it is. I would not suggest anyone do business with this company. Thank God my sister and I are not senile and are capable of doing this work ourselves. We did not want to since we are both chronic pain patients and wanted to hire a professional. Empire is a high pressure sales operation with a huge markup on their products. They use all subcontractors and obviously tell them to feel free to make all the additional money they can. Buyer beware!

Empire Today In-depth Review

Overview: Empire Today is a well-established company that offers a wide range of flooring options and services. With a rich history and background in the industry, they have become a trusted name in the market.

Product/Service Offerings: Empire Today provides an extensive selection of flooring options, including carpet, hardwood, laminate, vinyl, and tile. They also offer additional services such as installation, repairs, and maintenance, ensuring a comprehensive solution for all flooring needs.

Quality and Durability: Empire Today's products are known for their high quality and durability. Customer reviews and ratings consistently praise the longevity and performance of their flooring materials. In comparison to competitors, Empire Today stands out for its exceptional product quality.

Pricing and Value for Money: Empire Today's pricing structure is competitive and affordable. When compared to industry standards and competitors' prices, they offer great value for money. Customers can expect to receive top-notch products and services without breaking the bank.

Customer Service: Empire Today excels in providing excellent customer service. Their support channels, including phone, email, and live chat, are readily available and responsive. They handle inquiries, complaints, and after-sales support efficiently, ensuring a positive customer experience.

Installation Process: The installation process provided by Empire Today is highly efficient and professional. Their installation team is known for their expertise and attention to detail. Measurements are accurate, and timelines are adhered to, ensuring a smooth and hassle-free experience for customers.

Reputation and Trustworthiness: Empire Today has built a strong reputation in the industry. They are known for their trustworthiness and reliability, as evidenced by positive customer feedback, online reviews, and ratings. Customers can trust Empire Today to deliver on their promises.

Warranty and Guarantees: Empire Today offers comprehensive warranty and guarantee policies. Their warranties provide coverage for a specified duration, and customers have reported positive experiences with warranty claims and support. Empire Today stands behind their products and ensures customer satisfaction.

Sustainability and Environmental Impact: Empire Today demonstrates a commitment to sustainability and environmental responsibility. They use eco-friendly materials and practices, contributing to a greener future. Certifications or partnerships related to sustainability initiatives further highlight their dedication to the environment.

Online Experience: Empire Today's website offers a user-friendly experience. It is easy to navigate, with efficient search capabilities. Customers can also access online tools and resources, such as room visualizers and flooring calculators, to make informed decisions about their flooring choices.

Overall Satisfaction: Customers are highly satisfied with Empire Today's products and services. In comparison to competitors, Empire Today consistently receives positive feedback and ratings. Based on their exceptional offerings and customer-centric approach, Empire Today comes highly recommended.

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