Empire Today
reviews and complaints

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.

We paid over $9000.00 for LVP Floating Click flooring. For the past 6 months I have been calling customer support, sending emails, my husband even went to their face book page to hopefully spark some human response but unfortunately none of those methods have worked. I have left numerous messages, starting back after installation (which was Sept 2021) because we got charged for baseboard as well as 1/4-inch round, we never ordered or used. We specifically told the salesperson; we would install our own baseboards & certainly did not need 2 boxes of 1/4 inch round.

We want a refund (maybe that was the problem every message I left was regarding wanting money back from them) because almost 2 years later, we still have all the extra material we were charged for, never ordered & didn't want. I never received a return call, & my husband ultimately got blocked from their Face Book Page. We even contacted our salesperson several times, he was of no help. He could not make money off us calling him & complaining constantly, so he quit answering either one of our calls.

Fast forward to present - My floors are coming up, they are warped, there are spots when you step on them that click and crack so badly, you feel like you’re going to break them. I have attached pictures, please see the horrible warping & planks coming up for yourself.

If I can't get a response this time, - I will contact the local TV station for help, &/or the BBB. I cannot spend over $9000 on flooring that in less than 2 years is already coming up. I am embarrassed to have any guests over, as no one can walk on the floor without it cracking & popping. My granddaughter cut her knee crawling over a "plank" that was coming up.

My email is [protected]@gmail.com - I pray to get some help from someone, because I am pretty sure if your house looked like mine after spending that kind of money, you'd be unhappy too.

Please do the right thing & return your customers calls/emails because not only is it the right thing to do, but flooring is not cheap and being overcharged, and now having terrible product in my house, less than 2 years after I’ve purchased it, and spending over $9000, is a terribly difficult and biter pill to swallow.

Thank You

Eileen

No response from customer service. More than 4 calls with promises to hear back within 24-48 hours. No follow up what so ever. Part of the work was not done. Why would I be charged the entire amount? Empire owes me the credit for not installing the floor in the foyer, the closet, and the hallway. Those areas were on the agreement, but on the day of installation, Empire indicated they could not install over the ceramic tiles. they checked with finance and said this gives back credit of $1600-$1800. They did install an underlayment for about $400 as the salesman told me during quoting. He said, if it is needed, it won't be over $300-$400 at the most. Empire did say they would issue a credit with the difference and the salesman said, "Sign for the work so it is not delayed and I will work on the credit for you. I have never heard back. I want my credit back.

I purchased 9 thousand dollars in flooring the flooring started to peel and discolor I have tried for the last 3 years to make contact with customer serviice they always said here is your claim number and someone will call in 24 hours no reply called this [protected] thats a joke all I want is for them to find me replacement boards to replace the crappy ones

Please know that the complaint regarding the carpet fiasco on 8/15/23 has yet to be resolved with Empire Today, as no one from the company has directly contacted me to date via telephone, email, or any other medium about a resolution or even when to expect a resolution. Their response on this public forum is the same "general" response given on other public forums to which I have submitted a complaint. Empire Today asked for my account information which it already has on file, as my complaint is well documented with their company.

Thank you,

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I got my carpet installed in April 2022 and a few month later I noticed buckling and rippling in one room. Then more rooms started to buckle, rooms that aren't even in use...I live alone so I know it's not too much traffic causing these. Now every room in my house has these buckles to where I trip over them! This carpet should not do this so soon. Maybe if it was 5/10 years with lots of wear I can understand this. I called and was told I have to pay $700 to get it fixed since I'm out of warranty. I think this is wrong as like I said I live alone and rooms that I don't even use are buckling too. The Customer Service representative that I spoke to was not very nice and of course I became rude myself when they didn't even acknowledge this is probably from a bad installation and just said I have to pay to get it fixed. I am so very disappointed as I paid alot of money to have my house carpetted and now I have to pay for someone else's bad work.

We had lvt placed in living room and dining room in june 2022. The two men they to install were hispanic, which is fine except one spoke no english and I couldn’t communicate but I thought that’s ok, the salesman said we had 5 year warranty for labor and product, and a 25 year warranty on product. Sounds good since we paid $11,500 for these floors which is really high but I thought the warranty was worth it. Called yesterday to see if someone can come out because there is a gauge and a chip in two separate areas, but the main problem is the floors are spacing apart so bad the boards are literally starting to come up. The grooves are not even together. Not only that but there is bubbling and two of the boards have split and have strings hangin of. Ive had this floor less than two years and it is trash. We are trying to sell house next year but the floors are an issue. When I called to have someone come out and just look, customer service lashay teasley told me they were my fault and that they would not be covered and refused to even have someone look at it. She transferred me to another person who told me. None of this would be covered and they wouldn’t be willing to even send anyone to look at it again. These floors haven’t even been in for 2 years and they are trash! The installation was bad but aso this material has wrippes and torn and scratched! It’s supposed to have a 25 yr warranty on product. I feel lied to and cheated! Please look at photos!

Empire will not return my $1,500 deposit on my flooring project of 6/2/23.I wasn't given a contract.I signed one line on salesman's tablet and was led to believe it was for my deposit. I had picked a color Astoria heights. I was told it would be put in that Saturday. I received several emails rescheduling the job and one due to stock issues. One Saturday I waited at home and no one showed up then had another email cancelling. I have emailed, called, held on phone for 45 minutes waiting for manager. I even have my bank reaching out to them for my deposit 7/27. I told them I wanted to cancel the job because they are not abiding by our agreement as I was promised a product for my daughters room and hall but I instead received many emails promising me another date and time. This happened 7 times then would get emails stating they could not get me. Then received one asking why I did not purchase the flooring and then stating cancellation. Most expensive emails ever. I was told I could get my deposit back by calling customer service from the salesman but could not get to speak with him again even though he told me to ONLY call him if there is questions or concerns. He was clear stating there would not be an issue in the event I needed to cancel and my deposit would be refunded. When I received the cancellation I was under impression my deposit would not be far behind but have yet to receive.

Incident:July 22th 2023 Time: 9am

Work crew came out to installed Laminate flooring in my family room. They damages the rail on my sliding window door, My wife and I are both senior citizens, we both have arthritis in our hands and wrist.The door is very difficult to open after the damage.My wife can't open the door at all. Hopefully we don't have an emergency and need to excited threw the sliding door.

I have scheduled two appointments to get an quote for carpet to be installed. On the first occasion after taking off from work I was contacted 1/2 hour before the appointment 8.10.23 that there is no sales rep in the area and they I would have to reschedule. I thought about it for about a day and said if they dont have a sales rep that is passing up new business. I waited a day before calling again to reschedule the canceled appointment which was rescheduled to august 12 only to again get a no show or no call. Now at this point that is bad business. I am a potential new customer looking to get carpet and have been turned down twice by Empire. BAD BUSINESS, BAD CUSTOMER SERVICE AND NO SALES REP. So after being turned away twice I decided to call other carpet companies and I have gotten 2 prospects since Saturday. Empire you are passing up business which is HORRIBLE SERVICE

In September 2022, we hired Empire Flooring to install their vinyl plank product and 2 rooms with carpet.

The installation went good. However, after about 6 months, we noticed that our vinyl planks were beginning to "curl" up on all the edges with two buckling in our Master Bedroom.

We discovered that there wasn't a moisture barrier installed beneath the vinyl planks.

Our house was built in 1975. We have a concrete foundation which has a few minor cracks in it. We were not told that we had a choice to have the moisture barrier when the installation took place.

We have spent close to $14,000 on the flooring that we purchased from Empire Today. Now throughout our entire house you can see that the edges of each plank is raised up.

We cleaned our floor with a damp mop and every two weeks with Bona cleaner for vinyl floors.

We believe that the product is inferior. It is produced by LW Mountain. We have had the installer out 2X to fix two areas of our flooring that actually buckled up and became loose. We were told by him that we had moisture under the planks. But, we did not have any spills in those two areas.

We would like for someone to come out - not the installer - to look at our vinyl plank flooring for defect. How do we go about getting that done. Your customer service people are very rude and ask questions as if to blame us for any defects.

Some questions we do have since "moisture" seems to be what they want to blame us for...

* what is the moisture intolerance level of this vinyl plank product?

* why wasn't the moisture level of our concrete foundation measured before the vinyl planks were installed so that a "moisture barrier" could have been placed under the flooring?

We live in Texas...concrete subfloors especially in older homes are porous to some extent and they do sweat at times from weather conditions. We are very disappointed that the moisture barrier was not installed or even offered to us as an option.

Please contact us to let us know if there is anything that can be done to improve this flooring.

Edgar and Sherry Williams

[protected]@yahoo.com

[protected] [Cell/Text]

Worst company you'll ever deal with. Run don't walk away from Empire Today. After paying for a whole house full of carpet the day for my instalation which was June 5th came. The installers did not show up untill 330 in the afternoon. They were at my home until 10:30 at night. Needless to say when morning came I began to reassemble my home I saw all the problems. None of the seams were hidden at all. There was a huge stain on the livingroom carpet. I immediately called the company and bottom line it took them weeks to get someone to my home and make the determination. Yes the carpet was bad . So they agreed to rip up the carpet in the livingroom and dining room and replace it. So this meant I once again had to be up and dressed by 6 am, tear my home all apart and sit and wait for someone to show up. Thankfully this time the installer did show up by 9. However after putting down all the new carpet it did not match the other rooms. So after tearing my home apart a 2nd time I'm told they will have to come and replace the other rooms as well now. So once again I must disrupt my entire home and I may add im doing all this as a senior women all alone. I did ask for some kind of compensation due to all my inconvenience but they refused. So this morning once again up at 6 all ready and waiting, house in compleat disarray. I get a call telling me the installers car has broken down and they will see what they can do. Oh yes and I neglected to mention I work from home and each day I've had to go through this I've lost money as well. Please do whatever you can to avoid buying from this company. You will live to regret it. Spend a bit more and get a local company with some integrity. Most important, they are only a middle man, they have no actual store you'll never reach a manager or supervisor and you can not contact their corporate people either. They will just blow you off. I've called, left messages and even written to the president of the company and nothing has been done. Keep in mind NONE of this was my doing. It all was the fault of Empire and their installers which are ALL subcontractors as well.

I paid them $10,000 for all new flooring. The floor began bowing up in areas within 6-8 months. I called and called them but they ignored me until the warranty expired and then they came out. They are saying water damage caused it in one room even though his moisture reading was 0.00 both times they measured it. In another room they said it was my roller office chair that caused the bowing up but I do not own a roller chair. The quarter oh d does not even line up and they said walking by it will cause that. They will steal your money and lie about it. Read all of the reviews and you will find that my experience is the norm.

I had my own inspections done on everything from moisture to the subfloor to the foundation. It was all good and the issue is the installation of the floors. BUYER BEWARE!

I ordered flooring for two rooms and was told it would cost $5896.00 however I didn't get the veterans discount and I didn't get the 50%, 50%, 50% the ad said. I called the sales manager and was told I did get the 50%,50%,50% he told me the original flooring for 460sf was $11000.00. I also sent a contract from Lowe's which was for $4647.37 and was told they would look into it but couldn't promise anything even though Empire says they would match any one's price. I sent three e-mails and they have not been read and were marked as spam. I would at least get the job for the Lowe's price. I would like corporate to look into this and either call me at [protected] or e-mail me at [protected]@yahoo.com. and on the meantime I will try to contact the sales manager by phone since he doesn't want to read my e-mails. Waiting to hear from you.