Empire Today’s earns a 4.4-star rating from 840 reviews, showing that the majority of home and business owners are very satisfied with their flooring and window treatments.
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Flooring Quality
Back in 2020 we reviewed many different flooring companies and made a decision to go with Empire. Due to their ratings of both pricing, installation and quality it seemed to be the best choice. Unfortunately, that was a major mistake on our part.
During the install of the flooring, we had done on our entire downstairs area (included kitchen, dining room & living room) all seemed to go well. Floor installers were professional and seemed to be the right choice when it came to look and quality.
Beginning in January of 2022, there seems to be cracks appearing, shown in attached pictures, which began to show my doubts with the quality of the flooring. Less than two years later, the flooring began to crack, and worse, begun to come up from the floor and separate (pictures attached).
Of course, this occurred after the contract expired which they only provided a one-year warranty with, and we all know not much will occur with flooring issues after only a year.
I am not arguing the contract at all but the actual quality of the flooring. For the flooring to begin having issues with less than two years is quite an eye opener. I have contacted Empire customer service with my concerns, and they tell me that it's my responsibility to fix since the contract was only for one year.
Totally get that but my issue, again, is with the quality of the flooring. If you want a flooring product that only will last roughly less than two years than look to go with Empire. We were in the process of doing our second floor with Empire but after what occurred on our first-floor area, there would be no chance of selecting them. They really need to work on the quality of their product and wanted to share this if anyone is looking for any type of flooring. Be very cautious with selecting Empire for your flooring needs.
Recommendation: Be cautious with selecting Empire for your flooring needs as they have quality issues with their product.
The complaint has been investigated and resolved to the customer's satisfaction.
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Pros
- Wide product selection
- Next-day installation
- In-home shopping service
- Quality brand partnerships
- Financing options available
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Cons
- Premium pricing compared to competitors
- Limited service areas in the U.S.
- In-home sales model may pressure customers
- Complaints about installation quality
Empire Today Complaints 839
Flooring Install
In February of 2024 we had a sales representative come out to give us an estimate for flooring install in our home. At this time we were unsure how many rooms we would be doing. After the consultation we came to an agreement to do the majority of the first floor of our home. The sales rep convinced us to go with a waterproof laminate flooring. We signed a...
Read full review of Empire Today and 1 commentLVP flooring
I purchased their LVP flooring back in 2021 and had issues with it having dips and scratches from the 1st day it was installed. I called and got brushed off as if I didn’t have a warranty until they finally listened in 2023 and I got that portion resolved. During that time part of the new flooring was scratched by accident and was still under warranty when...
Read full review of Empire Today and 1 commentFrank Hernandez, G.M. in Phoenix Az
4 years ago I had Empire put premeum laminate flooring in the living room, Dining Room . The workers ran out of time and did not put the baseboards back in. I was sick at the time. When I felt better I called customer service and told them. They said I ran out of time to complain. Since then, last year I had flooring put in bathrooms, kitchen, hall ways and...
Read full review of Empire TodayIs Empire Today Legit?
Empire Today earns a trustworthiness rating of 100%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Empire Today. The company provides a physical address, 3 phone numbers, and 2 emails, as well as 6 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
By resolving 82% of 839 negative reviews, Empire Today is demonstrating its dedication to customer satisfaction and effectively addressing customer issues. While there may still be some practical problems that need to be addressed, such as long wait times or unhelpful responses.
The age of Empire Today's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.
Empiretoday.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Several positive reviews for Empire Today have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.
We looked up Empire Today and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
Empiretoday.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Empire Today.
Mirror closet door broke by installer
We have been calling empire from the day it was done. (found it 10 mins after they left) they sit our clean air machine in front so we did not see. Have called so many times, give us a reference # and told someone will call within 24 hours. Never happen. We have been trying to get this taken care of for 10 weeks now. When we did get to talk to a real person they told us they would replace the door. Never happen. Really sad that a company like empire would string a customer along this long. Ten weeks is a long time. Would I recommend empire? I don't think so. Would you?
Desired outcome: new doors that match
Confidential Information Hidden: This section contains confidential information visible to verified Empire Today representatives only. If you are affiliated with Empire Today, please claim your business to access these details.
This complaint has been resolved automatically due to user's inactivity.
(6) floor transition pieces in our home need/want removed at no additional cost.
We are writing to bring your attention that we are not satisfied with having (6) floor transition pieces in our home. (4) doorways 3 bedrooms and (1) bathroom is in a small hall across from each other. (2) doorway master bedroom and master bathroom.
Tripping hazard and hard to get the wheelchair through the doors. Still under warranty.
Whole home with Laminate SO02137955 Eastwood - Fawn Chestnut.
March 22, 2023, Contract Number: 015TACY767 total $25,685.00
February 2, 2024, Contract Number: 015TADE007 Total $1,800.00
We are requesting that the 6 floor transition pieces be removed immediate.
Looking forward to your reply within a short time.
Desired outcome: 6 floor transition pieces be removed immediate at no additional cost.
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This complaint has been resolved automatically due to user's inactivity.
Carpet not installed in a timely fashion
We had a contract to install carpet set for today. It was about 10 and I had not received a phone call so responded to a text from Empire. About thirty minutes later I received a call. Their contractors license was not renewed and they just found out. Therefore it would be another four days before someone could come out and install the carpet. In the...
Read full review of Empire TodayCarpet and customer service
On 12/11/2023 we had kitchen carpet installed by Empire Today. (order #PRJ002446947/SO02078709) Within a few weeks, we saw a tear in the fiber of the carpet and several areas where the carpet was fraying. We called Anthony Pacelli [protected] X3839) the general manager about the issue. He asked us to send pictures, which we did. After that Anthony did not...
Read full review of Empire TodayKitchen flooring
I have had vinyl flooring put in my kitchen, back in 2019. It is white and looks like marble. Was told it was stain resistant, but it does stain. Ans not covered under their warranty. So I lived with it.
But more recently, I have two tiles that were coming off on the corners, and eventually cracked.
I called Empire, twice, finally someone came out to inspect and blamed it on moisture.
Now these 2 tiles are nowhere near any pipes, sink, window, or water of any kind.
They also said the whole floor would have to be replaced since they are all connected.
This was shoddy installation in the first place and something needs to be done at their cost. This is not my fault.
I wish I never used this company.
Desired outcome: New tiles replaced
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I was also told to get another opinion from another reputable floor company, of course, at my cost.
This complaint has been resolved automatically due to user's inactivity.
Home damage caused by Empire
This company has caused substantial damage to my home. They recently replaced the flooring throughout my house. The workers removed and reinstalled a toilet bowl and replaced it with a wax ring that was too small. Over the course of many months, toilet water slowly built up between the floor and the garage ceiling — this created damage, which they are refusing to repair. I have photo proof of the damages. My plumber has identified all of the blame is from Empire since the wax ring was too small, and each flush would slowly leak and accumulate below. The new wax ring my plumber installed fixed this issue immediately. In addition, all of the trim they installed is starting to peel, and a small area of the floor has already cracked and was replaced in less than a year. This leads me to believe their product won't last very long. I would not trust working with Empire in any capacity.
Claimed loss: $6k
Desired outcome: Refund and apology.
I have not heard any update from Empire.
LVP (Vinyl Plank Flooring)
On 7/16/22 we paid $10,000 to Empire Today to have Vinyl Plank floors installed in all rooms of our home with the exception of two bedrooms to be done later. The salesman that came out to our home and sold us the floors told us this type of flooring will not buckle,warp,scratch, or dent and was water-proof so we took his word for it. And apparently that...
Read full review of Empire TodayFlooring
We bought a Vynal floor from Empire at the end of 2022, and after about 9 or 10 months, the whole floor started buckling all over. We called Empire, and they said they would send someone out. Well, they sent 3 different people at 3 different times, and they all said the floor was bad, your customer service rep was trying to make all kinds of excuses as to...
Read full review of Empire TodayLaminate lifting
Had a carpet and laminate install 08/19/23. Several things incomplete. Bullnose to garage (now complete 8 weeks later) baseboards in three carpeted rooms (still not complete). Top layer of laminate lifting in the kitchen area and the upstairs hallway. Not the board but the laminate attached to the board. We had the company come back to access and they blamed it on my dog. Really? I found this out after the rude customer service rep called to check on the quality of service. The initial job overall is nice, but these things are a headache and to get them back out to take care of is awful. I purchased a warranty and just want my flooring that i paid for to be right. My dog did nothing in the kitchen or hallway to lift the flooring. It seems like maybe a bad box of laminate got laid. The rep gave us no time to talk she was just rude. I want resolve immediately.
Claimed loss: $10,000
Desired outcome: Repaired flooring
This complaint has been resolved automatically due to user's inactivity.
Flooring Installation
Sales representative told me the total price would be $7550, and asked me to sign a contract for over $9700, but not to worry because it would "take a few hours" for the updated discount price to be reflected. I emailed him the following day to ask about when the updated contract would arrive, and I got an email bounce back saying the mail couldn't be delivered. Very shady. Also, the contract says you can send them cancellation via email, but doesn't provide any information on where to send the email or how to confirm that the cancellation was accepted.
Desired outcome: Provide honest information during the sales process, and provide clear information in the contract about where to send the cancellation.
This complaint has been resolved automatically due to user's inactivity.
Luxury vinyl plank flooring
Sales Representative: Scott Claflin Activity: 1-[protected] Project: PRJ001937874 Installation Date:1/11/2022 Sales amount: $12,892.52 Product: Vallette (Precursor to Bradstreet/Hickory Oak Anise) I began noticing that the flooring was not lying flat and was chipping on the corner edges of many planks, and as you walked around the floors make ...
Read full review of Empire TodayLVP installation and product quality
Let’s start the day the salesmen came out on aug 28 gives us the sales pitch of how superior their products are and if we don’t sign today we can’t get the special price so the pressure starts.he gets samples but only a few (apparently only the cheapest was shown) i mention I not seeing anything I really like but he never bothered to show any other sample...
Read full review of Empire TodayCustomer service
I have been a long time customer of Empire. If you keep records on service I am sure you can pull mine up and see all the flooring I have done with your company. I am very unhappy with the response I have received with the last two appts. I have scheduled. I had an appt. scheduled Oct. 11th, 9-11:00. I was at home all morning and no one showed or called. I...
Read full review of Empire Today30 day refund policy
On September 14, 2023 I had Empire Today come to my home to give me an estimate on carpet and vinyl flooring. I knew I was gonna be comparing pricing being that this was my first time getting my floors done but the price I was given would only be valid if the offer was excepted and a deposit was made on that day. Estimate was $10918.80 and a deposit of $5460 was made. I read that it take 30 days for a refund it’s now October 24, 2023 and still no refund. Looks like Empire Today is sticking it to me cause of my decision to use another company.
Refund was issued shortly after this post.
This complaint has been resolved automatically due to user's inactivity.
Carpeting
On 10/16/2023 I had carpeting installed in our newly finished basement. The gentlemen that were her to install were pleasant - but they did a job on my walls with dents, scratches, and dirty hand prints on my newly sheet rocked, newly painted walls. I called customer service and was advised the contract stipulates that you may get some scratches … which I get … but this was excessive.
The sales people that came earlier were excellent too.
This is an unfortunate situation as the carpeting looks great, but the wall damage has soured our experience with you. I will now pay my contractor to redo the painting, at my expense because of the actions of your agents.
Desired outcome: Reimburse me for the cost of repainting the walls.
This complaint has been resolved automatically due to user's inactivity.
Floor / carpet installation many big problems
I contracted for carpet and floor installation on Sept 6 with the Empire representative who then measured and wrote up the contract. Empire showed up on October 4th with carpet BUT did not have the flooring material. The carpet was installed. I was told that the warehouse had moved and this created a problem with flooring inventory. They made an appointment...
Read full review of Empire TodayCarpet
To Whom it may Concern,
I had carpet laid in Nov. 2022 though your company,
I also purchased a protect plan for stain,
I noticed that I have a stain where my rocker recliner set,
I have called numerous times, and have left numerous messages, But When I do speak to someone, they keep telling me, that some one will return my call with in 3 days, This has been going on since the end of Sept 2023.
No one knows what is going on,
I'm trying to get the stain taken care of
Elizabeth Tegenkamp
This complaint has been resolved automatically due to user's inactivity.
About Empire Today
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Overview of Empire Today complaint handling
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Empire Today Contacts
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Empire Today phone numbers+1 (800) 588-2300+1 (800) 588-2300Click up if you have successfully reached Empire Today by calling +1 (800) 588-2300 phone number 0 0 users reported that they have successfully reached Empire Today by calling +1 (800) 588-2300 phone number Click down if you have unsuccessfully reached Empire Today by calling +1 (800) 588-2300 phone number 0 0 users reported that they have UNsuccessfully reached Empire Today by calling +1 (800) 588-2300 phone numberCustomer Service+1 (855) 972-3100+1 (855) 972-3100Click up if you have successfully reached Empire Today by calling +1 (855) 972-3100 phone number 0 0 users reported that they have successfully reached Empire Today by calling +1 (855) 972-3100 phone number Click down if you have unsuccessfully reached Empire Today by calling +1 (855) 972-3100 phone number 0 0 users reported that they have UNsuccessfully reached Empire Today by calling +1 (855) 972-3100 phone number+1 (866) 379-0755+1 (866) 379-0755Click up if you have successfully reached Empire Today by calling +1 (866) 379-0755 phone number 0 0 users reported that they have successfully reached Empire Today by calling +1 (866) 379-0755 phone number Click down if you have unsuccessfully reached Empire Today by calling +1 (866) 379-0755 phone number 0 0 users reported that they have UNsuccessfully reached Empire Today by calling +1 (866) 379-0755 phone number
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Empire Today emailscustomersupport@empiretoday.com100%Confidence score: 100%Supportcustomersupport@empire-today.com100%Confidence score: 100%Supportpressrelations@empiretoday.com97%Confidence score: 97%communicationhr@empiretoday.com95%Confidence score: 95%hr
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Empire Today address333 Northwest Avenue, Melrose Park, Illinois, 60164, United States
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Empire Today social media
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Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 31, 2024
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We met this wonderful carpet lady called Pamela P. We hit if off and she was so postive to be with. She is very educated and strides to give you what you want. She is an Asset to Empire Today, I love my new carpet, Thank you again Pam for all your excellent work. 10/10 very pleased customers. Robert and Gale.
I cancelled my installation at the end of September. Its October 11 andbi still haven't received my refund. The salesman told me i could cancel the next day if i chsnge my mind. I have cslked and email them no response. My nsme is Stephanie Culbreth area code 48075
Customer account # 004TAC2480
Never once did someone come out to see the problem just asked for photos and sent out installers that could not unfortunately communicate so just did the Same thing