Empire Today
reviews and complaints

We paid for install on three bedrooms, but only one installer was.sent. I am a 75 year old disabled Vet. Who was forced to help move furniture due to lack of man power. I requested $250 to help move furniture and help move carpet into garage. Suffered $900 electric repair when installer left house. The contract language exclude any electric damage. It requires customers to pay for half of all required to go to arbitration. The contract is written to protect only Empire. I will avoid this company in the future.

I writing this in regards my carpet warrenty. I have been trying to get 2 repairs to my carpet under warrenty fixed. They have come several times & taken photos of the damage but I cannot get anyone to repair it. Now I have the contact number to the supervisor in charge of my case, but he does not respond to any of my messages. I don't understand what is happening. This has litterally been the worst experience I have EVER had with anyone.

Horrible horrible customer service. No return calls back. Defective materials. Salesman lied and lied.I got my floors done in February. March they came out and fixed some of the problems. A month later the floors were coming up . I called and called . No return calls. FINALLY in October l heard back . They sent someone out to look at the floors. They said that the material was no good . And that the floor needs to be replaced. Nov we heard back. They said they were going to replace the floors and upgrade the floors at no charge. We set it up for today 12/3 to have them replaced. The installer showed up. SAID he could not do it in 2 days. And that he had a job scheduled in Modesto tomorrow. So he left. Now my house is empty and appliances are disconnected. No call back yet. So unacceptable! What a joke!

Met with local Empire Today rep for my area on August 23 and picked out the LVP (Luxury vinyl plank) for stairwell and two bathrooms in my house. Signed the contract and set the date for installation to be on 20 Nov 21. Come October, I was having an appraisal of the house done and placed a request for the stairwell to be completed ahead of schedule. This was done to my satisfaction. I paid for the full project that day, the total cost being $4, 678.79 ($900 out of pocket, the remainder on my synchrony card(s)). A couple weeks later, I got news that a family member had been hospitalized and nobody was certain if they were going to be with us for much longer. I called Empire Today and had the remainder of the installation cancelled and to figure out what if any refund was coming back and from there on was my nightmare. I called and chatted with Empire Today on and off for about 2 -2.5 weeks up until I got the news that my family member had passed away. My mom ended up having to pay for my ticket so that I could attend the funeral. Any time I was able to get a rep on chat or phone, all they said was that my cancellation was processing or that the are trying to figure out the cost of the stairwell project from my local company that did the install. And when they try to patch me through to their cancellation department, all I get is voicemail. It's now been over a month and I doubt that I'll likely see a response, or a refund or an apology. I've used Empire Today on several flooring projects, but I will never using them for anything again.

We were scheduled to have our carpet laid at 3PM on Nov. 29. No one called to give us a time, so we called to find out the time they had scheduled for our installation, 3PM. We waited and waited. I called back, they informed us that it was going to be later. As the house is poorly lit, we told them that later was not possible. This did not matter to then, I guess they know how to lay carpet in the dark. So around 5pm, I called to try to get the install rescheduled, as he was unable to do it because of the time he gave me a reference number. The number is [protected]. We still have not heard anything. The carpet must be laid during the day, one because of lighting, and two because I have night blindness, and cannot find my way back home after dark. We are not living at the house, but must be out of this house by Dec. 5, 2021. I do consider this an emergency, as we will have to start moving in furniture, and it would be so much easier on all concerned if the carpet is laid before the 3rd of December. I have never delt with Empire before. I almost wish now I had gone elsewhere. I always thought the customer came first, but I think your installers are having an issue with this. We need our carpet laid professionally by the 3rd of December, and during daylight hours. We placed our order on Nov. 11, 20021, I think it is about time to get the carpet done. Also your salesman, Mr. Bates, promised to take care of any problems, I called him, talked with him, he was to find out something and call me right back, he never did.

I had a substantial install from Empire approximately 2 years ago, wished to have the same or similar installed in another large area of home - I wouldn't have done the following if I didn't desire to match.
Scheduled an appointment 4 times - no show 4 times.
After 1st no show, it was scheduled with a manager the next 3 times - yes I spoke to a manager a total of 3 times…. Who pays for my time away from work, hassle, etc.
1 more call, no follow up - I gave up!

Steve Goley - Byron, I'll

What a nightmare! Guys came out at least 3 times before they could install! when the time arrived they layed tile over a bad piece of plywood that should have been replaced the first time! the tile is coming up in spots they came back out and glued it down it came up again they even said the first guys should have replaced the plywood, then a inspector comes out doesnt say much then leaves never here from them i am sick over this $3000 down the toilet i want my money back! or i will see a lawyer!

On 9/23/21 I had carpeting installed. Glue was left on my wood and tile flooring. My bedroom closet door track was not screwed down or put back in the correct place. Almost all of my door jambs were damaged and a large scratch was left on my wall and my floor. I contacted customer service, sent them an email with pictures as requested and never heard back. I also contacted my salesman who also stopped returning my texts. I made several attempts to call customer service over several days and got a recording that the number could not accept messages.

Awful experience with Empire Florida. First- I have used Empire for years on multiple rehabs and rentals in Ohio. I have nothing but good things to say. I used Empire Florida for my personal condo and have had nothing but an awful experience. The work is shoddy and Tim, the installation manager, refuses to return calls. We had the living room flooring laid last month and waited on the kitchen bath until we decided if we wanted to extend the laminate floor or replace with tile. We were assured if we removed the existing tile and replaced with laminate the flooring could easily be extended. We decided to remove the tile and have the laminate laced into the kitchen and bath. The crew that came out yesterday said they were not allowed touch the work done by a previous crew and therefore could not lace the laminate into a seamless floor from the living room into the kitchen and bath. Instead they cut the laminate where the pieces butted up against each other. They did add a threshold strip- which is now an unsightly tripping hazard. Each crew also used different quarter round to finish the floor- the first crew used white and the 2nd wood grain. Because they would not touch the previous crews work they also did not miter the mismatched quarter round. Overall the entire thing is an embarrassing example of shoddy work.
Date: 11/5/21
Desired resolution: we want the floor to be laced into a seamless install from the living room to kitchen and bath (as originally asked). We also want the quarter round in each room to match (white not wood) and be mitered properly.

Empire installers started the job on 11/2/21. They were supposed to return 11/3/21 to complete the job. No one showed up. Several calls yielded no results.
I have e-mailed customer support, but haven't gotten a response yet.
I had no idea Empire did business like this. I thought they were a reputable company.
This has been a huge inconvenience to me and my family.
Things in my home remain out of place waiting for them to return.
My personal and work schedule have been adversely affected.

I want Empire to complete my installation.
I want a credit to compensate me for my inconvenience.
N.M Maryland

I had carpet installed in my house on 10/23/21. AFTER the carpet had been installed I was informed by the head man that I needed to get someone to shave down my doors because they wouldn't close with the carpet. NO ONE told me before hand that I needed to get that done. After paying almost $4, 000 for carpet, I would assume that I wouldn't have to be the one to pay out of pocket for some else to do that. I have had to go in and out my back door, in the dark, to get to my vehicle for over a week now.

I called Customer Service this morning and at first the lady told me if that was what the installer said then that's the way it is. Eventually, she tells me that I would receive a call within "1-3 business days". This is unacceptable as another week will go by with me going in out the back door in another week.

Doors to my closets and bedrooms are leaned up against in my kitchen and in one of the bedrooms.

I also informed the lady that they needed to contact the installer because I have been unable to find my scale. I realize this is miniscule to the other problem but I would like to know where they put it.

This kind of service makes me regret every going with Empire.

Thanks,

Brenda Posival

My grandmother was scheduled to have carpet installed today. We were told someone would call us between 8-9 am. No one called. I called throughout the day and was repeatedly told that someone would be coming, but the office was not answering the phone.

After calling again, I was finally told that the installed said the carpet isn't in stock and he would not be coming. No one informed me of this all day.
I have cancelled the installation, and was told I would be connected through to the cancellations department to receive refund of my deposit. No one has answered.

I request to have my deposit returned to me due to lack of customer service and complete unprofessionalism. You have had an elderly woman wait all day for her to have carpet installed, only to be told it cannot be done.

Installers replaced bathroom flooring which required replacing the toilet wax seal. There is now water seapage under the toilet and the floor bolts cannot be tightened because wax has come up thru the screws anchoring the floor. Took pictures to Home Depot and they said it was probably a broken wax seal and the hardware used to anchor the toilet base to the floor was not the standard hardware that should be used for this purpose.

On October 14, installer arrived with only himself. He said he couldn't move furniture without help. I offered to help as a 75 year old disabled Vet. Job was slow, so a a shower came he couldn't finish because carpet was on drive, and he couldn't move roll without help. I HELPED him drag roll into garage. Next day he returned and finished job in pm. I asked for $200 refund for my labor. He agreed and would return with cash. When he departed we found a circuit breaker was popped and would not reset. SATURDAY A ELECTRICAN came and repaired damaged for $900. Installer never returned with promised money. EMPIRE CALLED OFFERED $50. WHICH WE REJECTED. the Empire group is a joke, we would never use them again.

I recently cancelled my ordered due to lack of customer service, lack of call backs, just over all disappointments. Where is my deposit refund? I can't get any human being to talk to and therefore no information whatsoever. Please acknowledge the fact that I exist and return my money immediately.

Sylvia Wills
Activity ID: 1-[protected]

[protected]@yahoo.com

Empire installed my floors in March of 2021 by August they were shredding and part coming up and off. I have spoke by chat, phone, email and text to hear the same [censored]. Someone was scheduled to come and inspect the floors on the October 20, 2021 and they never showed up or called. Kim Laucella claims they would call me that morning between 7 and 9 and of course no one did. This company sucks, they take your money and have zero customer service.

Now, I have filed a complaint with the BBB and heading to small claims court. Sick and tired of people thinking they can take advantage of people. Sorry wrong person for that.

We purchased flooring with a install date of Oct 6th. On that morning I received a call that our flooring had not come in on the truck and was offered a new install date of 10/6. We decided to cancel the order. I was informed by your customer service agent Brendon ext4116 that we would receive a refund of our deposit in the amount of $2154.90. It is now 10/21 and we have not received any funds back. I have left messages with your customer service department and have not heard back.

Eileen Viola, 50 St. James Ave, Manchester NH [protected], [protected]
Salesman - Art Manville
Customer Service Rep - Brendon at ext 4116

I signed for a laminate floor and gave a hefty deposit. Installation was scheduled 2 weeks out. Empire cancelled at 10:30 the day OF. Spent the rest of the morning rescheduling with Empire, then rescheduling appliances that were supposed to be installed after the floor. The second appointment was cancelled at 8:30 the NIGHT before. The message suggested 11/4 installation at the earliest, but Empire made no attempt to contact me to do that.
They still have my deposit. Another day on the phone rescheduling other things to be done when the floor's in. Nearly impossible to reach a person. HUGELY angered. Feel like I am being scammed.

Empire Today operates a shell corporation. Just reading the contract on cancellation policy clearly shows you the fraud that transpires. You want to e-cancellation but no email address disclosed. Required to send Telegram - "Sorry do we live in 1921" If you are not savvy and know how to get any email on the face of the earth; they hide behind an outsource call center - non employees, all sales team are independent consultants, their mark up is 70-80%. Fortunately, there are companies out there that actually can take their products and tell you the exact manufacture and composite of everything they sell and install - i.e. seconds and third rated that would not ever be sold by any legitimate company. If you ever need to contact them use this format of the email - first initial of name and full last name @ empire-today.com -- Ex: Angelica Snell [protected]@empire-today.com -- Title: Resolution Team Manager and yes, this is a real person that will speak with you on all cancellations...

I wanted to carpet my living room, hallway, and closet.saleswoman came out on time did measurements, As pitch started I told her I seen the 50/50/50 sale ad, she stated its only on the cheapest (Junk) carpet and these 4 colors, OK maybe I just did not hear that on commercial.Went ahead and looked at better carpet that met my needs, wanted no seams in living room so 15', found one and ordered carpet, Install, removal of carpet and a small tile patch, we went over contract and it stated, Carpet removal in living room and hall, removal of ceramic tile in front of outside entry door, Installation of carpet and padding in living room and closet, one piece install, no seams in living room and removal of old carpet in hallway, install carpet and padding..I signed and set up date, After 2 confirmation calls from empire, i had someone cancel their plans so someone will be here, they no called and no showed on install date, I called, offered discount, on second install, I had to lose my attendance bonus at work cause girl said I had to be here to sign a paper, crew showed up, NO masks, only one could speak english, I showed them the living room, hall, closet, and tile to be removed, they said they will not remove tile or carpet closet, they called their warehouse and girl told me sales girl did not put closet or tile removal in order(It was there the night I signed) and they are not allowed to remove tile they are carpet only, they will install around the tile, send a flooring guy (or i can do it myself )to remove tile, up to 2 weeks, then send crew to patch in carpet where tile was and in closet, up to 2 weeks after tile removed.I told her there was to be no seams and she said there would be one anyways because sales girl did not put no seams and the carpet was only 12', As I was talking to her the lead guy had a temper tantrum, told other guy to deal with this, stormed out and stood out by van smoking a cig, I am not a smoker, cannot stand the smell, and my mom died from COPD from smoking, this guy NEVER asked if he could smoke on my property.All the girl on the phone kept saying was just let them install around tile and closet, was offered $300 off, my bonus I lost would have been $350, $300 for YOUR employees mistakes is a insult...I cancelled my order