Empire Today
reviews and complaints

I want to complain about the carpet that I purchased from Empire I was advised that it would be a stain free carpet it is the worst carpet I have ever had I can’t even get the stains out with the carpet cleaner and I have a three-year warranty but was denied a claim because you have to call them within five days after seeing the stain. And some areas are coming loose at the seam I also got luxury vinyl all of my transition strips are coming up it’s just a mess and I am so disappointed.And it was just installed July of last year

Incomplete job they ran out of carpet not enough to to the job on August 27 2022 they have not call nor finished the job on stairs and the fourth bed room

I call every day to get the runaround they never install 3” bas boards in any of the rooms either. it’s pretty shade I feel Isaiah, Kim, Anna, julian and Cynthia are supposed case manager will not return my calls why I feel taken advantage of disabled person is so wrong. I filled a complaint with the better Business Bureau read them on yelp this is my third complaint next is going to be channel 7 on my side till one one helps me then small claims court.

After only three months each end to end pieces

started looking like it was "raised". Some so much you could feel them with your bare feet. It broke in a couple of places and the vinyal started peeling. Talked to everyone from customer service to the store supervisor. Finally got them to replace it in April with a " upgraded " product. It's been three months and its doing the same thing. I feel like I got a very inferior product for an very expensive price. When I finally do get a call back from the company, they make it sound like I am the only person that has had any issues with this product. What recourse do I have to get it taken care of? $7000.00 was a lot to pay for a little over 475 sq. Feet. I went with Empire Today because I thought they were a reputable company with quality products. Guess I should have done a lot of research first.

I picked out my laminate flooring and carpet at the end of April a week or two later the laminate was installed. They did not remove the baseboards, they cut the flooring one inch from the wall, not a 1/4 inch like it's supposed to be.

So in order to cover it up, they added quarter round to the baseboards. The cuts are terrible, small pieces of baseboard missing, it's just a [censored] show. Best of all, they laid the wrong floor and it is a discontinued item. They have canceled two appts. and the last one was July 26, 2022, which was the same day my carpet was supposed to be laid but they said it was scheduled the following day, and it also was canceled on July 27, 2022. No one is taking my phone calls, I can only talk to customer service, who are rude. I was told last week that Rick Bradshaw is in charge of my account. As of today, August 24, 2022, I have left 3 voicemails with no return phone call. I had gotten a Synchrony Empire credit card and made one $100 payment when the next was due, I decided to dispute the charges. Also, they did not even remove the part of the floor that was currently down even where it was torn and worn. From what I understand that will somehow mess with the new flooring and also, my doors are rubbing on the floors as well.

On 8/18/2022, my wife and I signed a contract for flooring in our home. We felt very pressured to do this. The rep that came to our home proceeded to tell us horror stories about local flooring companies and the "big box" stores. Empire was having a promotion buy one room of flooring, get all other subsequent rooms for $50.00. We told their rep that we wanted to take advantage of this promotion. He showed us the only four samples that were eligible for this promotion. They were the most ugly things you ever saw. No one in their right mind would ever have them in their home. So, naturally we went with the more expensive option. We signed a little hand-held computer (could not see what we were signing - our fault, always read what you sign and not what the rep tells you) and the price was presented. $14,000 +. He pressured us into buying an extended warranty, in addition to everything else. Quite expensive for only a couple of years - four, I believe. After he left, my wife and I talked about it and did some research and weren't very happy. I tried to call customer service the next morning. I just couldn't believe there were only four samples that qualified for the $50.00 promotion. I asked the customer service rep and she told me to call back the in-house rep and ask him. I did tell her that if there were any additional qualifying samples, I would have expected that rep to show us. She said, "I guess you're out of luck then." I told her that I was thinking about cancelling the contract and she said, "do what you gotta do." Nice customer service, huh? Well, she made up my mind for me to cancel. The next saga begins. We did get a copy of the contract via email. There is a cancellation clause of three days to execute.

To take advantage, you must give in writing via email or US post office notification of intent to cancel. Well, mail was not an option for me because it would never get there on time, I chose e-mail. But surprise, there is no address included in the contract. I think the geniuses that wrote the contract would put this bit of information in it, since this was one of only two options available to cancel. Spent extended lengths of time on the phone trying to get an email to request a cancellation for the contract. I was disconnected three times. I was told that the legal department did not have email capabilities. Must be the only legal department in the world without email. I call BS. PLEASE do yourself a favor and do not enter into a contract with this company before you check with other flooring companies. I am out a $3,000.00 deposit because I didn't. I will probably end up taking this a small claims court. Luckily, I kept track of all my communications.

They came out in April of 2022 and did floors and stairs; the stairs were torn up and the sides torn apart due to the removal of the carpet. They were supposed to put molding on the out of the stairs, they guy said that he would come back and do it, but never showed up. They have scheduled 3 times with me to repair this and never showed up. I need to have this repaired or given some of my money back.

They try to pretend all the info is posted on their site. They also claim they need to do a better job training their sales people. They really just make a bunch of excuses for deceptive advertising practices.

It started with a sale and scheduling a free estimate.

They come out and show some samples and punch up a quote.

I ask about the installation credit and then the bs starts, not available in your state, etc.

FF-I notice another sale before the install has taken place so I call up to take advantage of the sale on my order and I get the same run around about how they cannot give me the sale price because it's not available in my state because of some state law I cannot find and they cannot tell me what it is... I've attached a photo, the sale is for one carpet or one LVP according to the sales guy but the ad clearly implies a broad choice, "*Discount is applied to the regular price of select styles of carpet, hardwood, tile, vinyl, and laminate, basic installation, standard padding, and materials."

I will not cancel my order and give them the satisfaction of free money.

I will also never buy anything from Empire Flooring again.

I could probably buy the same carpet at home depot for roughly the same price. I normally do all my own work but since I am doing a little better in life today I thought it would be nice to finally have a company do the job and I would be also supporting local installers.

I have 5 other rooms in my house that need carpet, I will not be using Empire for any of it.

I will never recommend Empire to anybody.

This company only installs flooring. They charged me 1,800 to carpet a room. I had to hire someone to be at my house to oversee the installation, they delivered the carpet first and then the installer was supposed to install it. Remember, all they do is flooring and somehow they delivered the wrong materials. They where also supposed to remove the old floor and charged me for it. Of course they did not remove it. My house is upside down, they can't install anything. I'm going to have to pay someone again to be in the house tomorrow and probably have to get a hotel room to spend the night.

This company is a joke

Empire sent one guy to install three rooms of carpet. He was unable to move furniture without my help. I'm a 75 year old Vet. We hired them to install carpet, but they did not have only one guy. I had to. Help him move rug off drive due to rain. I requested $250 for my labor, which the installer agreed to. Empire still refused to honor the agreement. Avoid this company at all cost.

Feb 2022 price $15,000

We have had a horrible experience with empire!

The carpet was great, no issues. Now the floor was a whole different story. From the start they brought us the wrong flooring. We were supposed to have flooring that clicked together and very bearable. What they brought us was glue down vinyl (not bearable). They said there was nothing they could do. They sent Scott (project manager) over here. Telling us this is the best stuff out on the market. This flooring will never come up! We didn’t have a choice they already laid 1/2 of it. They promise to come back to fix the scratched one (anything you put on the floor scratches it) also they promised to bring us transition from the floor to the tile. Never heard back. Repeated calling and voicemails. Today I am Cleaning the floor and see spaces in the the flooring. Come to find out they didn’t glue the flooring down! We’ve called Scott the property manager and Empire. I’m waiting for a call back from a manager. We’ve been through this so many times. I would Never use again and tell everyone about this terrible experience.

In March 2022 I had a consulation with a sale rep to have vinyl plank flooring installed in two rooms of my home. My Ex was there to listen and help me decide if it would be a good deal. He quickly expressed concerns when they would not provide a break down of the cost, and asked for me to sign arbitration, and advised that payment in full would be required (Before) installation started. I listened to the sales rep and paid almost 7000.00 for the flooring to be installed. The floors were installed on April 7th, the next day we starting calling about the floo ccaving in where no under layment was placed,and planks were coming apart. There was also damage to some of the planks dented in from being struck with the malet. First customer service stated that it was because the ex was moving furniture before the flooring was completed according to the installer. I was asked to send pictures, this was done though email, and text messages. The installer finally came out in May, stated that he did not say that funiture was being moved and took pictures of the floor. I heard nothing, did a chat with customer service was told no request had been filed. Supervisor came out in May agreed the floor needed to be fixed, took more pictures stated he need to speak with installer. It is now July 15th have not heard back from the supervisor, he did not leave his full name and number, customer care will not respond to email.It has been very stressful,all I wanted was a floor that would last for years and years like it was promised at the time of the sales call at the end of March 2022.

The first failure

In June I called Empire Today to set up an appointment for a repair that was created by water damage from my kitchen that leaked onto the living room overpass in my home. I set the appointment up for June 17th at 1pm for a repair. I called the day before to make sure they were coming. I received confirmation and the next day I waited. I called at 12:45pm to see if they were still coming and a representative informed me that they had me on the schedule. I called at 1:30pm to find out if they were coming but just late. The representative said that I was still scheduled for repairs for the day and informed me that they had up to 6pm, even though I had a 1pm. appointment. I waited until 5:30pm and called again. This time the representative informed me that in the notes that they needed a picture to find out the area they would have to repair and that they were not coming. No one called to cancel or to ask me to take a picture of the area of the repair. the representative informed me that someone emailed me. I checked my email but only received an email back in May when I called to inquire about the repair process. Reference # 1-[protected].

June 20, 2021

I called again; this time I said I needed installation done to my home. I made an appointment for June 28 @ 2:30pm. Brandon Davis, the representative came, and I explained to him what I really needed. I informed him that the first step I took was a failure and in order for someone to come I thought this was a better way. He gave me a price for repair but was too high. We negotiated on a price that I was willing to pay, and I paid for on July 5th and installation was scheduled for July 7th. July 6th, I received a phone call to reschedule because one of the guys became ill, so we rescheduled for July 8th between 9am to 11am.

July 8, 2022

On that morning, a representative called and asked me about the experience I had with the representative on June 28. I explained that I he came and was very professional. I also explained that since there was an installation failure, Brandon spoke to his superiors about me being dissatisfied a discount will be given. Once I said "discount" we were disconnected. Later that day, I received another call from a different representative, and she asked about my day. I explained to her how dissatisfied and disappointed that I was scheduled for an installation and there was no call about cancellation or if they were running behind. She began to apologies and tried to be helpful. she placed on hold for a couple of moments and came back and informed that I was scheduled for today's installation but could not tell me why they did not show. This was about 3pm - 4pm. She said she was going to call back within the hour to let me know the status. She never called back.

I texted Brandon and explained to him that no one came on the scheduled date. I then informed him that this is the 3rd failure. I want my money back and want them to come and fix my floors for free. It has been poor customer service and poor delivery failure. I expect better from Empire Today! Four years ago, I paid almost $8000 for flooring in my home and now when I needed Empire the most, I cannot get any good service. I even asked Brandon to let me purchase some boxes of the floors and I will find someone else to install it. He could not do that! I have searched other venues to purchase the floors, but I was unsuccessful in finding this type of flooring elsewhere. I am disguised and furious at the same time because I am on a time schedule and Empire Flooring has disappointed me and took my money of $1084.

Please assist

I received a quote on Friday and said I was not sure what would be covered by my insurance company but was told O have 3 days to cancel and would

Not be charged. After talking with my insurance they told me that I needed other quotes. So I called Twice and each transfer as I was leaving a voicemail was hung up on. 3rd person I called indicated I was cancelled. Each time a rep was to call me to finish the cancellation. No one has called and

Guess what I’ve been charged. I’m disputing these and the company fails to

Contact me.

We had carpet installed and within 2 months it started fraying at the seams and along the walls. By six months it started coming fraying everywhere.

The carpet we had installed was recommended by the Empire sales person. She said it was better quality then the one I wanted.

Now it's bubbling from poor installation.

Empire Today REFUSES to admit the carpet is defective and they blame my Shark Vacuum for making the carpet fray.

Would not recommend.

Empire today put in my floors, after a month the floors statred coming up, I called them, they did not respond until a month later, they sent the same men over that put the floors down, ahd said it was water damage, the room that they took the picture never had any water damage, my dog had went on the floor while I was sleep. And I did not see it untill they took the picture. While all of this was going on my husband was in hospice. He died about two weeks later. I would not let them do the two room he was in because I did not want to move him, and they made too much noise. They still need to do the bedroom and bathroom. The man from the insurance company came over and said the floors was not put down right. And I paid soneone who inspect floors and he said the did not put down what I ordered. I paid 249 a square foot for the floors and they were supposed to be water proof. Please help me, the floors are getting bad. The blkack paper they used is coming though the floors.

Empire installed new flooring in Feb 2021. While doing the install I was informed we needed a new sub floor. We had the new sub floor installed by Empire. In late November early December of 2021 we noticed the flooring was starting to separate. in the upstairs landing and one bedroom. Empire originally told us the separation was with in tolerance (I could stand a quarter up in the separation). Finally in April we got it approved to have someone come out and do an inspection. We were told at this time we would need to have about 70% of the flooring redone as they original installers did not level the flooring before laying the laminate. In June we finally got the warranty work approved. We scheduled to have the reinstallation done 6/24/2022. The new installer showed up and did not know the entire scope of the work, so had to call Empire. We were then told they would try to have some out on the 29th or the 30th of June. On 6/30/2022 I received an automated call stating the installers had picked up the material and would here later today. At noon on 6/30/2022. I called Empire and was told they were waiting for approval for the additional materials needed.

In the mean time I have move 3 bedrooms of furniture from upstairs to the garage and will need to move it back up stairs to just do it all over again. At this time I am completely dissatisfied and beyond angry. I paid just under $16,000 for this and am feeling I was ripped off.

As far as I am concerned this is unfair and deceptive business practices.

Last March we had vinyl plank flooring installed in our whole house. About a month ago we noticed that the flooring was raising up and buckling at the seams in many areas. I called customer service on May 31, 2022, and they said the warranty for labor had expired and that we would have to pay for any repairs.

First and foremost we paid over $14,000 for this job and to have it failing in a little more than a year is not acceptable.

We have taken care of the floor per instructions on your website. There has never been standing water on the floors or pooling during cleaning. We have only used water when damp mopping, never any chemical cleaners. Our dog is house trained and does not have accidents.

Having said that, the only logical reason is that the floor was not properly installed. It is our hope that your company will stand by your workmanship and

product.

Awaiting your reply,

Susan & Andrew Lozano

Floors buckling and splitting apart empire sent Amy to come out and look she said installed wrong never even seen this before so she said she would send someone here to pick out new floors and she did at no costs to us. Well she scheduled to have them out in I even offered to take out old floors they put in to save Empire’s time besides don’t want my dogs nails to get under it and mold to grow when washing my floors,Amy said that would be great now floors are out and3 times they canceled my install so wasted 3 days of vacation cause they were to be here I have no stove to use from May 24 when I was told to do it cause they were coming 27th then no now on 6/3 nope then 6/8 just keep giving excuses why they canceled 6/8 a Ben guy called said it will be 6/16 and sure that’s not happening either cause every time they tell me they are coming only reason it won’t happen if this or that would happen well they give me that info then that is the excuse they use when they cancel so Ben said if there truck would break down otherwise they will be there is that what the excuse they will use on 6/16 seems to happen that way told him if not done on the 16th I just want a refund he said no can’t do that filed complaint for someone to call me back higher up told me 24 business hours that was back in May not a call yet just other day was told they will expedite another call for me been over 24 business hours again and not a call I wasted my time removing the bad floors Empire’s workers put I per Amy wasted 3 days vacation for them to cancel if not done on the 16th refund my money cause that will be also the 4th time I will waste vacation and I have no stove hooked up from May 24 and when floor was put in the install guys said if I ever want to use old flooring under this floor I could what a joke it’s all cut up and missing in spots so that’s not a option either so I have no floors looks like junk house inside sick and tired of wasting my time to be told lies😡

The initial install date for the staircase was 4/25/22. There was one crew to complete the upstairs and one person to do the staircase. Toward the end of the install one of them came to ask me if I had any product that was left by the crew that installed the first floor back on 3/14/22. This is how I know they ran out of material to finish the job. The first floor crew also ran out of product and was unable to finish the downstairs.

They ran out of product to finish my staircase so they used non-matching/incorrect product to complete the job. It looks hideous! Calls to their customer service rep with follow-up emails only resulted in them being right and me wrong. I was told by the customer service rep that she would have a supervisor call me but no one did. She made an appointment with me to have it inspected on June 3rd, 2022. They confirmed the appointment yet, after waiting all day, nobody showed up. I even called mid-day to get an ETA to which the customer service rep advised me that she talked to the inspector and that he told her "I was just going to call him"... he never did call.

Another Reported Bad Company

Empire Today business hires sub-contractors that show up to jobs late, without complete supplies to complete jobs, no-shows, poor customer service, company requires payments up front, and customer service rep's are having customers contracts cancelled after filing a complaint regarding service. Contractors shows up to your home with family members who are not hired through Empire stating "there employee's" of the sub contractors but most are just family members coming along for the job without masks or proper foot equipment for carpeted homes. Covid-19 cases are rising in ALL states and countries and masks should be required. DO NOT HIRE THIS COMPANY.