Empire Today
reviews and complaints

My husband and I paid for a total first floor carpet and laminate. We are now being told after the 3rd time that someone has come out that our laminate was completely installed wrong. The workers were supposed to show up today to replace the carpet on the stairs that is falling out. No one showed up. This is horrible. What a nightmare. I would not recommended empire to anyone. Stay away. They are awful. No one has contacted us back and my husband has left 5 messages.

I had new vinyl installed in our bathroom Feb. 15, 2018. The installer, called "Lucy", did do a good job on the vinyl itself, but the baseboards are terrible. There are gaping holes along the edges and the areas behind the toilet and next to the tub are both sticking out and look like she just slapped it on. In addition, she made a huge mess with water and solvents and did not clean it up, leaving a stain on the floor outside the bathroom.
I have made 15+ calls to Empire's customer service department, since the day of install, with no resolution. I have asked for another installer to come out and fix it, NOT Lucy. About 3 weeks ago, an inspector came out to look at it. Empire then scheduled an installer to come yesterday, 3/19/2018. No one came out. When I contacted Empire this morning, they were confused by the news and when asked who they had given the job to, they said, "a lady named Lucy"; after I asked repeatedly and, know that it has been documented, that I do not want Lucy to come back. This may also be part of the reason she didn't bother to come out yesterday.
I want to speak with a district or regional manager to get this resolved, as soon as possible, as it is now apparent that the local affiliation cannot handle this issue.
Please understand I am not one who would usually complain in this way. I have had two other flooring installations by Empire, one laminate and one carpet, and both were completely with the upmost professionalism and competence.
Thank you for any assistance that you can provide.

I wish I had seen this website before I contracted with Empire Today. My installation was several months ago and I have included the Empire Today Job # FL86084.
While my vinyl floor was being installed I did not like the white quarter round and white caulking that was all over the vinyl floor and asked him why there was so much caulking. He said that's what they told him to use. I wanted him to stop but he said that he had to install it and that I could complain later. I was told by the salesman that only a bead of caulking would be used near the tub areas. I installed vinyl in 2 bathrooms. There was white caulking everywhere. I will attached photos. After the installer left I called Empire Today and complained. I also requested that they do not send the original installer again. If he thought he did a good job then what would he do again. I have had crews out 4 times to resolve the issue of unprofessional installation, damage to wall from the toilet being returned to original position, glue on the wall and doors, tiles that were banged and fell off and damage to baseboards during installation. This is damage that cannot be repaired by unprofessional installation. Not only was there damage to the baseboards on the original installation it is even more damaged after it was fixed by the original contractor. This is the same person I requested not to return. I believe that the company Empire Today hires must be responsible to fix the damage. This must be their rule or part of the contract. I am requesting a large reduction in my original contract, which is 15 pages long. The offer in reduction from Empire Today will not pay for the estimates I have received to repair the baseboards and wall. I am posting the before and after photos. Customer relations has been very helpful in trying to resolve the problem but you cannot fix the damage without replacing the baseboards, which Empire Today is not willing to do. I

I contacted Empire about replacing our wrongfully installed carpet that was supposed to be "top of the line", only for the fibers to clearly be damaged with large dark spots showing up less than 5 years after it was installed in August of 2014. Per the request of Empire's Becka Rodriguez, I sent copies of our carpet cleaning receipts and a letter from our housekeeper confirming we are meticulous about maintaining our carpet since it's only my husband and me (no kids, no pets live at home). I also sent her a maintenance schedule showing that we had our carpet professionally cleaned at least once per year. The carpet is so bad that a realtor told us it must be replaced if we are to ever sell our home. We paid over $13, 000 for this carpet, but even though Empire sent out an inspector to take photos of the damage, Becka called me to say that Shaw (the carpet manufacturer) determined from the photos that the problem wasn't their fault, nor the fault of installation or anything Empire did, and that they therefore would not honor our lifetime warranty! First of all, there's no way you can determine from a photograph that the problem isn't due to installation or some other defect, as we even sent proof that the problem WAS due to installation when Empire failed to install the pad we purchased that was supposed to be waterproof on both sides! Moreover, the fibers on the carpet are clearly damaged, perhaps due to the wrong carpet lot being installed or some other defect. Bottom Line: The response we got from Empire is simple unacceptable. It has taken us literally months to get this far, only to be told our Warranty won't be honored. Well, what good is a Warranty if it won't be honored--and honored for good reason. My husband, an attorney, and I would like to settle this amicably. But if we do not resolve this matter soon, we will have no choice to pursue every legal remedy possible. Please see the attached documents.

Service request number 1-[protected] and dealings with local area market eagan office -

We had laminate floors installed on 3/11/17 in our kitchen, hall and bathroom and we noticed a few days ago. The laminate floor planks in the kitchen and hallway has moved again (fixed one already 10/14) away from the transitional edges that were placed. I placed call on 1/10/2018 with rob and sent follow-up email on 1/11/2018. We received a call the next day by rob who scheduled a repair install for 1/15/2018. When contractor showed up he only had boxes of floor planks and not new transitional molding. We agreed that we would wait to have both products ordered/shipped and to reschedule appt. Contractor took pictures and was going to turn in paperwork for payment order request and I called and left a message with rob on 1/16/2018 and sent a follow-up email to rob on 1/18/2018 so we could get acknowledge of receipt and get this rescheduled and resolved. After no acknowledgement we called continually on 1/23/2018 until he finally answered or called back including follow-up email to rob. Finally returned call and schedules appointment for 1/25/2018. The morning of 1/25/2018 nate calls to reschedule due to contractor conflict to 1/26/2018 contractor calls just about 5:30 pm saying they should of called us this morning they forgot to order and he would be here today 1/27. Today 1/27 we called installer (direct) to see when he was coming and he just told us shipment never came and now can't be done until at least monday. As you can see it's taking a very long time to schedule repair when shipment of product should happen within 24 hours. As of 1/31 called and talked to brian regarding situation and was advised that lvp molding is on back order. How can a company that offers only one product have it not available? We have been affected by loss of wages of many scheduled and then cancelled appointments. Last communication was 2/13/2018 when called morning of repair to once again be cancelled and told they would need to re-schedule. As of today no contact with us to resolve!

Poor customer service and lack of product is a company red flag!

I had a saleswoman come sell me $3000 worth of vinyl wood floor for my kitchen area. The men showed up and didn't tarp off but 2 areas. My wife was sending me photos and video while I was at work. They were tearing up my tile and making a huge mess. Due to the lack of tarping they left a blanket of dust all over everything in my entire house. I called the supervisor of the crew and he came out and stated empire was responsible and this needed to be fixed. I called and spoke to customer service and was told I needed to contract the services needed to clean the entire house and submit the receipts for a full reimbursement. I did as I was told then found out because the cleaning amount done by both companies was over $1000 it needed to go up the chain for approval. I'm sorry I was told "submit all receipts for full reimbursement" now i'm being told something else. This ordeal has cost me roughly $1500 in cleaning because of these incompetent inconsiderate people. To top everything off the customer service manager megan is being extremely rude about everything. She certainly doesn't give a damn about us as customers. This is not a company who believes in customer satisfaction. Never will I do business with them again not will I ever refer anyone to them.

I had empire come out and do my carpet and flooring, they sent two means that did not speak english.the salesman said they would level the floor.the floor is pulling apart at the seams and the color of the tiles have change colors. very ugly and i ask to put down the moldings where my front door title meets the carpet. i had to supply chalk so they could complete the job. there are strands of carpet coming out when i vacume. the guy out of the houston said mr broussard its like when a car breaks down you have to give them a chance.i ask for a inspector he sent the instaler. he took pictures and left. the never call me and i called them this is a joke and that fool in houston is making uyyall look bad please refund my money or get out here and do it right my number is [protected]

I paid $4000.00 for kitchen to be tiled. The grout grout as the wrong color. Soon the grout began to crack away from the tile. They came and cleaned but did not repaire grout. They were rude and said they would fix it for another $650. I'm still complaining but they say it's not their problem . I had a floor installer look at it and he said it was either they didn't put down the correct foundation (which should have been wood) or they mixed the grout too thin and that it was definitely a installation issue. I've tried to work it out with them repeatedly but they continue to tell me it is a site issue. If it were a site issue, would they not have fixed it or at least told me about it before installing it. It is not a site issue at all. It is installation and product issue . The have had many complaints of poor installation issues. I hope somebody can help me. It's another case of big business scamming the public. I'm also very upset that they put bright white grout in when I was told it would be grey. It looks awful.

This is my second complaint since hiring Empire to install my hardwood flooring. The first installation date was a no show no call, when they did come the next day they didn't have the quarter round to complete the job. We were told we would received a call the next day to give us a time to finish. We received no call just an email saying they would arrive the next day. So here we are waiting. So I decided to call customer service to verify the email. Once again we are rescheduled with out notice. this is one of the worst experiences with a company I have ever had, I would like to cancel the whole project and hire a reliable company.

I had empire flooring come out and show me some flooring samples. i picked the floor i wanted. i paid right then.they came out and laid the floor and in a week time the floor lost color and started to pull apart. i call many times and i said i want a inspector they said they will send there contractor. the contractor told me he does what they tell him and took a few pictures. the floor should have had a under layment. i have been calling and i get know return call i went with a big company so this would not happen i am screwed

since 11/30/2017 I have been trying to get my living room and dining room floors corrected bad product and poor service by the first installer. they sent out another team on December 4 2017 who stated the floor need to be ripped out and repaired again, I was approved for this on December 13, 2017 but with the holidays so close we waited till January 5th 2018 to have the floors redone again. the crew comes out they don't have enough product and it will take 2 days and they came with the same messed up flooring and they couldn't do the job as they didn't have enough product. spoke with customer service rep at the same time they were so sorry again for the mess up. they sent a sales rep out on 1/8/18 picked out different flooring. waited 9 days 1/17/18 before I get a call from empire and an email to sign for the replacement flooring. they couldn't do the install that weekend 18th 20th of January 2018 so we schedule for the 1/26/18 because it will take 2 days. A new crew shows up today this is now the 4th crew and they don't have enough product. so they call there supervisor who starts saying I am sorry for the first install team. I told her just stop saying your sorry for my inconvenience or for the other installers and then she said they weren't given the right information for the customer service rep. STOP it now she told her crew to leave and stated the other crew will be here tomorrow 1/27/17. My living room and dinning room is empty except for my dining room table. my house is in my grandchildren room basement and kitchen since the 4th of January. I can't put my house back together until empire does there part how much more can one person take or live like this. enough is enough. I live in Philadelphia Pa so I deal with the team in NJ but the main office is in Illinois, Whom I have spoke to as well back in December.
Corporate.
Empire Today
333 Northwest Ave
Northlake Illinois 60164
how much longer, at this point I just want my money back so that I can get someone in here to do the flooring so that I can have my house back my life back and stop living in my bedrooms.

order number FP63416
several tickets were called in constantly
11/30/2017 ticket# -[protected]
11/30/2017 ticket# 1-[protected]
12/6/2017 ticket# 1-[protected]
12/8/2017 ticket# 1-[protected]
12/8/2017 ticket # 1-[protected]
12/13/2017 ticket# 1-[protected]
it is pointless to call in tickets as they close them out without ever reaching out to the customer. here we are today January 26, 2018 and still not resolved. I just want my money back at this time.

7 months ago we paid for $10, 000 of luxury vinyl flooring. We are still trying to get it completed today. Run from this company. They are both incompetent AND unethical. We are in NC and dealt with a salesperson from Rocky Mount. The installation crew arrived to put it in, but the glteam that showed said they were not trained in Luxury Vinyl Flooring. We lost a day off work. Then, they install it very late on a Friday night because they said it would take 2 weeks to get into the schedule again to finish it, meanwhile, we would have to live in the mess. Really? They tore it putting it in. We called customer service to schedule a repair. Repeat. Guy who shows up does not have materials to repair it. Another day off work. Next attempt, no show entirely. We call the call center and ask for a supervisor. They say they cannot reach the local office. This has now repeated FIVE times with no shows. We asked to speak to the president but were told "no" by the call center supervisor. We asked to have it removed and our money back and were told "no". We asked them to have the salesperson call us. Crickets. We were finally told the local office would call us and reschedule they promised. Today, we received a phone call at 8:30 am saying the installers would be out in the next 2 hours. No show again. They had scheduled the same installer who said he did not know LV flooring and who we said never send him ever again because of all the no shows. This is January and we have been trying to get the floor completed since June of last year. We are contacting the BBB and we are contacting an attorney. We have never had such poor service and complete apathy by management. Do not be fooled by the advertising. This is a racket.

I had laminate floor put in a couple months after installation it started to bubble. I called someone came out fixed issue. One month later it started bubbling in same area plus others. I called someone came out said they would be back Jan 13, 2018. The man never showed up. Customer service called me Sunday the 14th and said the men never showed up did they . The rescheduled for Jan20 they still haven't showed up. I paid a lot of money to have this happen so soon and to be ignored. Fix the issue by replacing laminate floor.

I was told the carpet quality was excellent for dogs that they won't mess it up...well, it did not work. It easily has came off with my little dachsund. This happened within 3 weeks of installing the carpet. Few spots are messed up. Dont think this is a good quality carpet like it was suggested by the sales man. I wanted a higher quality bit the list was limited to what they want to sell. Calling to check if they can repair the two areas without charging me an eye for it.

Last year we has laminate floor installed in our home. The installers came and the job was not done well. There was bubbling and the seams did not connect well and it was generally shoddy. They came out to try to repair it, but it needed to be replaced. Many calls to Empire Today finally got a new crew to come out and reinstall the entire floor. This was a massive headache in and of itself.

After the new floor was installed, we noticed immediately that the seams were bubbling up and that the floor looked terrible. After waiting for over a month for a manager to come and inspect the flooring he did. We didn't hear from him for another month. Call after call finally ended with us being told today that they decided that the floor wasn't defective.

This is insane. But they did offer to replace the entire floor again (but not give us a refund). So, there's nothing wrong with it, but we'll come fix it anyway? We just want a refund at this point. Worst experience of this type we've ever had.

I had my flooring consultation where I was told it would only take two days for installation and removal, one for upstairs, one for downstairs. I came to my new property early the first scheduled day, no one showed until noon. They could not finish in one day, so stated they would be back at 8 am next morning, showing up at 10. The second crew for downstairs came around 11. They also could not finish in two days, stating they would let the installation manager know I would not be back at property until 11 next day. I went and no one showed up so I called and I wasn't even scheduled for completion that day. I called passion at the sacramento office and told her how unhappy I was about spending 5 days waiting for completion. The installer called me and we made arrangements for completion the next morning. This complaint is not related to the installers or the quality of their work.

I tried calling passion back and left message as she requested. No call back. I tried calling more than 10 times, receiving full voicemail every time. I got another supervisor finally who I complained to and requested compensation for all my days wasted, getting coverage for work for six days. I heard nothing until I called again and offered $100. I said that isn't going to work for me and she was going to get back to me about this issue. No call back! Left messages on passion's phone several times. Called another supervisor who is new and she saw I was approved for $200. I again said no way, she stated she would have passion call me the next day. No phone calls at all. I am so upset, I deserve at least $1, 000 for all the hassle and lack of customer service.

I had carpet installed a year ago. I got second from top of the line and the carpet looks 20 years old already! The nit is coming apart, and I ordered the 8lb top of the line under carpet support which I did not get because the carpet is not thick or soft and hardwood floors are creaking which I wanted to avoid by getting the top of the line lining underneath. I have made at least ten phone calls from the beginning of November 2017 and have gotten nowhere! Every person I speak to puts in a ticket and I'm supposed to get a call with in 3 business days which never happens because no one at Empire Carpet wants to deal with my unhappiness over the cheap carpet they Installed! In my eyes this is really poor business and poor customer service! If you are charging outrageous prices for your carpet then it should be good carpet, which it isn't! All my family and friends who come over are in shock that we had new carpet installed a year ago! They keep insisting it's old carpet that came with the house and it's embarrassing! I put in a ticket today to get this resolved and I'm hoping I get a call to get this resolved! Very unhappy customer!

I was just hung up on by Robert Produtto! (last name could be spelled wrong)
This guy was so rude that I would never want to do business with a company that has employees like this!

I hired Empire to do my floor and they did it wrong, It had pot holes in it when you walked on it. They did not finish the job because not only did it have pot holes it also was cut wrong where you can see where the cut the tile in some areas, like there was on 3 pieces cut into squares!

My husband called them and told them the problem and they said they would send the guy back to pick up his stuff and redo the part that he did. When the guy showed back up he than proceeded to tell me that Empire told him that we said he was sloppy and he cut the tile bad and he left his stuff all over the house and the street etc. I didn't know what to say because i felt bad and scared at the same time. I didn't expect empire to tell the guy all that stuff and then send him to me. ..I didn't know what to do or how to explain because Im not a floor specialist!

I immediately called empire and ask did they tell the guy all that stuff and he said yea they did that's how they teach their employees!... I told empire that I felt that was unprofessional to send the guy to me to talk about what was wrong with the floor. I was embarrassed and scared at the same time because how do I know that guy isnt going to get mad at us and come back to my house?!
He ignored me and said, we will just send someone else to fix the floor, at this point I told him he was ignoring my concerns with everything, from doing the floor wrong in the first place and telling the guy those things about us!
I cancelled the order and I have been sitting in a cold and uninstalled house for 2 weeks! Today they finally said they would cancel my order and pick up the rest of their stuff but they were not sure they could refund my money! And to top that off the guy hung up on me!

Im so hurt and angry, I know I have to call BBB and go through this fight to get my money refunded even tho everything was their fault and that guy is rude!

September 9th, 2017, FG20844-4850127, Service Number 1-[protected]
Poor Quality - We were told by Sales Person this carpet was an upgrade to what was here However, not even 5 months and loops are coming DE-attached from backing (old glue) and if not caught in time snagging. The day of install the installers was cutting loops with scissors. We have been in contact with local area market Eagan MN and have talked to all three employees Nate, Chris and Rob numerous times and Nate & Chris have been to our home and took pictures and nobody seems to care! On 11/15 Rob stated that they had a system upgrade and all inspections were lost but not to be concerned they were backed up and we should be hearing something in the next few days. As you can see it's almost been 3 months and this warranty problem still exists and nobody from the Eagan office is doing anything about it...unprofessional!

I request to have laminate flooring My mirror has been damaged we noticed when looking over with the 2nd installer due to the 1st had left nor did he advise was damaged The 2nd installer said would be back to repair mirror& bring his friend he several text saying they would be out but hadn't called back So I called empire made complaint & Brett called me back saying that he would send out someone to repair mirror same installer came out took measurements & said he would call back never called back so I called empire back this is 2nd week of Nov now spoke with a Brandon he said to give about 1 week & he would followup well didn't hear from him or anyone from empire so another has past nothing again so the following week I received a bill still incomplete job & damaged mirror that has not been repaired So I'm on the phone again to empire 1st rep hungup & called back 2nd rep switched me over to Brett stating that notes on account have eta 12/4/17& he would have to call me back to confirm & I told him he told me that before he said he had never spoken to me but I write names & I know he was the 1st person I spoke to that didn't seem to concerned I just don't think fair that I receive a bill with a damage mirror & still needs to complete flooring around mirror I would like my mirror repaired & some compensation applied to my bill & to stop getting run around when I call Empire Please help