Empire Today
reviews and complaints

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

I had carpet installed in June 2020- I was guaranteed that the carpet would last over 20 years.. it was a high traffic stain resistant carpet that I paid extra money for. The sale rep directed me to this carpet to tell me it was the best.
However, after a few months the carpet became darker and darker and in some spots looking like something spilled on it.. which nothing did.. it's a carpet runner going up my staircase continuing onto the hallway upstairs. It's not a high traffic are as my kids are older and in college.
Shoes are not worn so we could not figure it out- I started calling customer service at this point its a total of 18-20 times that I can document. I have 2 service call numbers and have spoken to a manager assuring me someone will call back NOONE HAS CALLED TO TAKE CARE OF THIS CARPET which now look worn and old..
I need help

A little over a year ago I purchased new floors for my downstairs, I purchased high-end laminate for my office and living room that came with a lifetime warranty. Less than a year later that laminate started to break in my office, so I filed a warranty request. It took 3 emails before I got anyone to respond and another two weeks before someone could come out and inspect it. When the installer arrived he did not have the right materials to repair the floor and left. I received a call later that day from the local store that my desk chair was responsible for the damages and it was not covered under the warranty. Except, until the day before my desk chair was not in that location but whatever its $125 fee I can deal with that since it'll cost more to get someone else out to inspect it. We set another date two weeks out for the repair, today. I called yesterday to confirm today's appointment since I had not gotten any confirmation from the store they confirmed the appointment was today and noted that I had requested an afternoon repair. At 1304 today I got a phone call stating that again the installer was missing the correct materials and he would not be doing the repair today. I work from home and had to move my office around to accommodate this repair which will now not happen until Monday.

I signed up for LVT to be installed in my kitchen. Paid deposit on my credit card and had install scheduled. They called me and canceled on me via voicemail having to reschedule, the day before the install, a week after the contract was signed. I called the lady back within minutes and no answer. They then leave me a voicemail again several days later during the week stating they were at my house when I never spoke to or confirmed with anyone. I do not want to continue with doing business with this company and want my deposit back and to cancel the contract.

On 2/5/21 Empire Today installed LVP flooring throughout most of my house and after a few months, a white powder/mineral-like substance started coming up between several of the planks which unfortunately are in a very visible location. We have to scrape the substance out by hand and after the problem persisted we called to have someone come out and look at it. I found a local office contact number in my "Welcome" letter [protected] ext. 4605 for Tampa/Naples) and I tried calling that number numerous times, however, the phone was never answered and none of the messages I left were ever returned. With all of this runaround, I found another number to call and I've never experienced such a poor response while "on hold" in a queue waiting to speak to someone. Every time they updated me on how long it would be before my call was answered, the wait time increased instead of decreasing! The first acknowledgment of my wait time was like 35 minutes. A little while later it was 38 minutes. And a short time after that it was 40 minutes! Aren't wait times supposed to go down the longer you have to wait? By the time this ridiculous system got to 48 minutes (after being in the queue for about 30 minutes now with 40-something minutes to go, I hung up. I tried both numbers again the following week and the first number was never answered nor was the call returned and I had the same unexplainable experience with the other number where their clock runs backward! After 2-3 weeks of this nonsense, I was finally able to speak with someone at a different national number who set me up with the original installer to take a look at it. The original installer explained what he believed the problem was (moisture/dampness under the planks creating some kind of a white mineral deposit.) He tried to explain why it was doing this, but the bottom line is that it shouldn't have happened as when they pulled the old floor up he saw there was moisture under it as well. After agreeing to $6, 700.00 for the original LVP install, unless we wanted to switch to carpet, we were told we would need to pay an additional $4, 200.00 to have them "level up" the existing concrete floor as well as lay Visqueen across the entire new flooring area. Living in Florida, we wanted the LVP and did not want to deal with carpet again. So not having a choice at this point, we agreed to pay to have the additional work done so the flooring warranty would be honored, otherwise, Empire would not honor any warranty claims due to the moisture. So we agreed to pay the additional $4, 200.00 to get the floor we wanted. We just received a voicemail from "Danielle" at Empire, who explained what they've decided to cover under their full warranty and it appears that they consider this a fair resolution to their warranty. Which consists of us having to pay for the additional LVP (at a 50% discount) as well as the labor costs involved. This was absolutely NOT what we expected as far as Empire standing behind their work when we were told they would so long as we paid the extra money to keep the original warranty in place! So this is Empire's idea of a fair warranty claim? I think Empire is totally ignoring the fact that they agreed to honor the original warranty so long as we had the extra work done when the floor was installed. This should be a full and complete warranty claim which should cover whatever additional work needs to be done to correct this problem. After all, they were the ones who insisted we pay the extra money to upgrade the original install so they would honor the warranty. I'm not sure what we're missing or how they determined that after paying $4, 200.00 for the additional work as they required, we are still expected to pay another $1, 000+ to fix this problem! We would simply like to exercise our rights under the warranty policy that Empire advertises.

-Empires claim # for the job under the name Christine Tully 1-[protected]

-Local phone for Tampa/Naples office (Good luck having anyone call you back!) [protected] ext.4605 I have no address for them on my paperwork.

-Main ph.# for Empire Today [protected]
Chris Tully [protected]

Provided an estimate and took a deposit
The company Called mewith installation date 10/8/21.
The salesperson asked me to remove all items from living room and disconnect the gas stove on the day of installation.
The company called me 72 hrs before installation date to confirm the date 10/8/21
After removing all furniture and paying a professional to disconnect the stove, the morning of 10/8/21 the company calls to let me know that the product is not on stock and they don't know when will it be on stock!
What a mess this business is and needs someone to supervise their service so they don't keep scheming ppl

I signed a contract for my house to be carpeted on 10/6/21, the day before we were moving in. The salesman promised they could install 100% on that day. The installers showed up at 10am with only one roll of carpet and said the other roll was mismarked so they didn't bring it. They said they would have to come back the next day with the rest of the carpet.
I explained that movers would be moving furniture in the next day which would be a nightmare. But since it was too late to cancel the contract, and I had no other option after escalating it to management, I agreed.

Then the installers said the laminate flooring needed to be removed. They called their supervisor. Their supervisor told me I would have to pay extra before they would start any work. I looked at my contract and removal/ disposal of the floating laminate was already included in the contract price. But they said their work order didn't include it so I would have to agree to pay $466 extra in order for them to begin the work.
A side note, the installers tried to strong arm me saying if I cancelled the contract, they could go get all the carpet themselves and charge me half of what I was going to pay Empire. They said they could complete the whole house like I wanted today. I told them the contract didn't allow me cancel at this late date without owing Empire $11, 000.

We had ordered both laminate and carpet.

Laminate they showed up to install the not have enough material told us that would come back the next day did not show up for four days. The story from customer service and the installers were both different.

Then carpet was due for installation today is the 3rd day they didn't show up.

Excuses from called out sick to only one installer for our type of carpet for the whole company and the weather - too much and the stories are too much.
Still no install

But they keep telling me they're going to do me a favor credit me $50 and still schedule me before ther end of September. No managers available except for supposedly the lady that we spoken too and not getting any results.

It's been 9 months since Empire installed vinyl plank in my kitchen it look really good I love it, but now the plank has started to pull up and I have been trying to contact them for a month now they will not return my call nor send me an email. Bad customer service they tell me the same thing every time I call, that someone will contact me in 3 days they never do. I feel that they are waiting for my warranty to expire so they can charge me. I hope someone will soon reach out to me it's very frustrating paying so much money for products and can't even get a response when something go wrong.

We hired Empire Today to install flooring in 3 rooms. They came and worked 1 1/2 days, said they were done and that we had to call and make another appointment. They left us with (2) hazzardous situations in our house. One being a 1 1/2 " step in our hallway connecting two room. We had carpet put on a staircase and they left it unfinished at the top where it meets the hardwood. We are both 70 years old and we could trip so easily and that would lead to a disaster. They just want to put a band aid on all the spots and call it even. They said their salesman did not do an accurate estimate. Is that our fault. We paid them $6, 000.

I have photos on my phone but have to figure out how to download them to post them. The main person I was dealing with was Brandon. He recorded everything

I have been going rounds with a manager type. (Not sure of her title.) The flooring is of poor quality and have been asked to send pictures not once but twice. It is very difficult to show something that is masked by the color and perhaps lighting. It's also the "feel" of the flooring that we are most dissatisfied with. That was some expensive flooring for such poor quality. It's only 6Months old. We have no idea how this will last the 15 years it was told to us to last. The seams are lifted, most do not lay flat. We have asked for a refund, we have asked for an upgrade. We are in the process of waiting for this go round. We has laminate with them before and that did last nearly 15years. This has been an awful experience and it I could have cancelled the contract, foreseeing the results, I most certainly would have.

PLS. REVIEW MY PREVIOUS COMPLAIN INFORMATION on acct.#SO00765717
(I However, do not know if you have the ability to do so)
Updated by irma weathers · Sep 14, 2021
Subject: Re: SO00765717
As you can see from above story I had nothing but problems and lies told to me and also had an item stolen from my property from one of the workers.
After this person "LOO" came and installed the door again after requesting multiple times someone to come out and put the door back which fell on my head due to bad workmanship I told him I am still waiting for the sample planks and he told me there were none in stock available!? and he will contact me and also about my complain about the door falling on my head and the worker did a miserable job all over. The whole experience with this company EMPIR TODAY was a nightmare and it caused me nights of worries and no sleep (by the way I am 78yrs).
Well, it is now September and I still did not get a reply or response.
I am sending the email which I received from Empire Today representative in April in which I was promised the samples :
Irmtraud weathers
Sep 13, 2021, 2:30 PM (1 day ago)
to me

From: Cristal D. Santana
Sent: Friday, April 16, 2021 2:36 PM
To: Irma Weathers
Cc: [protected]@hotmail.com
Subject: RE: AW:Re: SO00765717

Good Afternoon,

I will notate for the crew to check all doors, they will also bring you a box of flooring for you to keep. Lastly the financial information you can find in the contract page 5. I also also attached the diagrams of your job which has the measurements taken during your sales appointment.

Sincerely,

Cristal D. Santana | Customer Service | [protected] Ext.:4560 | [protected]@empire-today.com | Empire Today, LLC | 7322 Exchange Dr | Orlando FL 32809
Pls. respond. Irma Weathers
P.S. I would appreciate if you could pull up my information from APRIL and MAY of this year to get a better understanding

I had floors installed in june of this year in my family room and kitchen in the amount of $4372.91. They came out and installed my fllors on June 3 however they did not remove the carpet and put in flooring aound my fire place in the family room. I was told that they would did not have the work order to do this and that they would call the office and than come out to finish the job. Well to do day they have not finished the job. I tired calling the salesmans a dozen times and left him text messages, which he as not reutned. I sent a email to the company and they were suppose to have someone contact me an They have not. I called the company on numerous times to complain and all i get is a round around. They give me tickets numbers and tell me that someone will be in touch and no one calls or comes out.. Finally two weeks ago i call a phone call from them and they told me that they would be sending someone out on the 2nd of September to finish the job, and no one showed up. I called them again and they told me that they don't know why no one showed up and gave me another ticket number and the name of the installer with a phone number to call. I have called him 3 times and it goes to voice mail and he has not bother to return my phone calls. I am very frustrated at this time and all i want is to have someone come out and finish the job as they promised. I am not getting any where with them and I am total dissapointed in the company.They advertise that they will take care of customers, however I feel that this is a big lie. The job that they have to do to finish my family room around my fireplacce would only take about a hour. I feel that they owe me to contact me and handle this problem, but I cannot seem to get thru to anyone that has any authority to handle this problem.
the name of the salesman who came out and took my order is Breck Eady, his phone number is [protected], the name of the installer who was suppose to be getting back to me is John at [protected] xt 3961. I do hope that you can help me with this problem. I feel that once they get paid they don't want to be bother with any complaints.
My name is Madeline Bell and I can be reached at [protected] or by email at m.[protected]@comcast.net. The work order is under my husbands name, Robert Bell

I would never use or reccomend this company. We ignored multiple people who told us they had bad installs with them and went with them anyway because they were a large company that we felt safe with, that decision could not have been worse. The installers broke my uncles urn and did not tell us even though I was home all day and left the remains like trash sitting near our fireplace, they threw the peices to the urn away along with a family broach that was with it from our wedding. The next day my husband is talking to the installer about this and he tells us that they found some things that they "accidently threw away" and is going to bring them back... he shows up with one of our cat beds and some kids toys...once we start looking at the house we also realize my wedding ring was missing from my jewlrey box so we had to file a police report. As if all of this wasnt enough the installers left trash everywhere, beer cans all over, spilled and left a can of red bull in our new bed, cut up rugs and had them wedged under furniture, left caulk smeared everywhere, used two different color caulk on my stairs, installed chipped boards... the list just goes on and on... and when we spoke to Empire it was a joke, their response was that our issues were not with them but with the installer... EXCUSE ME... WHAT? I HIRED EMPIRE! and after that phone call no one has called us back or made any attempt to right this situation.

One week ago September 1, 2021 your carpet installer came to our home as scheduled but had the wrong product. We ordered Berber Carpet - Windswept.
I've called Empire Floors SEVERAL times only to be placed on hold or sent straight to voicemail. No one from this company has reached out to us regarding this mix up or to even reschedule our appointment. We're spending over $12, 000.00 in carpet and laminate flooring so a simple email or phone call with updates would be appreciated. Of course we secured this job with a deposit.

Deborah Postell

We had flooring placed in my wife's closet. The Installation went well with the exception that when the Installers manipulated the shoe shelves in a way that the shelves are not flush with the wall and as a result, when we place additional shelves in, they will not have a professional appearance because they will not be flush with the wall. We have sent pictures and we have called all over the place. We were dealing with Mr. Bill Hurst, Installation manager. I called three times for a follow up and no returned calls.

I has laminate floor's installed recently, now you advertise a couple days after it was installed the flooring discount 50%. I should be given deduction from the charges they charged. Once the installers came they pulled up the old carpet & was pilling it in a couple bundles. When they were asked why, they said the old carpet cannot go in their truck, it was our responsibility to get rid of it. After they completed the job they asked where was the check I was suppose to give it to them their pay comes out of it. I gave them a check for $4, 188.76. We had to clean up their mess & plus my two daughters had to haul the carpet to the dump, they were worn out when they came back., they could hardly pull the rolls off the truck. Once the installers had started the flooring, they told me I would have to hire someone come & chop the tile up it wasn't their job to remove the tile. Well guess what i had to pay the guy for coming to break the tile, it cost me six hundred & fifty dollars, to do the job. well they told me I had to hire someone to do the pluming to shut off the water in order so they can put the floors down. well you guessed again he had to come twice to remove the 2nd toilet, that was a charge the first day was $140.00 then the 2nd day I was charged $3, 00.00 more. I was told by them salesman who told me I need to l write a check out for $4, 188.76 & give to the installers, he wrote up the balance six thousand & fifty dollars $6, 500.00 the balance to finance to pay monthly they would only approve for me to charge. That was not correct my credit is perfect where ever I have accounts & never been denied the amount charged. Well I was charged to much for the floors, at the in the first place. I have called numerous times with these problems, I am expecting a refund 50% of the charges that you advertised to others. I also need refunded what I had to the two guys & was never told anything about the other charges the two guys came in to do so they could install the floors, they are not responsible to hire them. My husband passed away two years ago, I lost half of his pay when he passed away I am a very honest person believe in doing what is right & need to be given back what I had to pay the two guys. Another thing I was never given the statement on what amount your company charged for I need a complete invoice showing each amount broken down, it is wrong not to give me the amount broken down. I do deserve to have 50% off my charges because for some reason they want give the copy to me broken down for each item charged. I am not one to complain but know that two wrongs don't make it right. Lynda Gober [protected]

Please search for another company to deal with. Of course they are very attentive to your needs when you are calling about a estimate but after that it is a complete nightmare
I called to have laminate flooring installed on my first floor, I live in Bolingbrook Illinois so dont know what store serviced my area. My salesman Jeremy was a very pleasant man (of course was trying to make a sale) They came and they installed the flooring which I will admit was a nice job. At the end of the install I was required too sign a form saying the job was done to my satisfaction, I did a quick look around and everything seemed to be fine, My painter came the next day to start painting when he informed me of the leak. When the installer went back to install the sink he couldnt get the trap to fit properly so he just left it alone with a new addition of a baseball size hole around it. I would have not noticed this on the satisfaction sheet or naturally I wouldnt have signed I called Jeremy my salesman and I was told to call the office which is a joke I finally called Jeremy back and he gave me a number to a gentleman named Mark Carona I was told all would be taken care of Nobody showed so left it as be just in case any issues fixed the trap myself but left the hole just for evidence Kept trying but never a return call. I tried to put a dispute on my c.c. just for the remaining balance I thought all was ok till today when it came up on my statement when I was originally told it was going to be eliminated. Now I am back to trying to get someone to actually get me to the right department and suddenly Jeremy and Mark cannot be found they must be lost in the Bermuda Triangle If I dont pay this I am not going to put my perfect credit at risk for a company with no morals Thank you Jeremy for being such a Christian man as you claim to be.

We had flooring installed Nov 2021 and around March the flooring started coming up in our office and I ended up cutting my foot on it a few times. A tech was sent out and he took care of the floor. and told us we should have a mat under the office chair. we got a mat then in July we took the mat up to clean it and the flooring is breaking up again. We paid a lot of money to have such poor quality. I called in to service I got a date for the repair and I took a vacation day for this only to be stood up no courtesy to even call to say they were not coming. called again this time I was scheduled for a Saturday only to be stood up again I called again talked to Daisy who need some manners and customer service training . She informs me they don't do repairs on Saturday, so I reschedule for today 8/30/21 only to be stood up a third time with no tech showing up. At least time I did not clear the room a head of time. I have called a number of times only to get Daisy's voice mail. Also I have contacted Louie the sales guy to get no response from him. We wish we would of read the reviews a head of time, but we both remember growing up in Chicago all the Empire commercials and foolishly that they have got to be good. Ha lesson learned they are Sales and no follow up service.

Terrible company no customer service, poor workmanship. They will promise the world at the so called "free consultation" will likely not show on the agreed upon start time and date. Expect a big long sob story about some unrelated [censored] as to why they never show. When they do show usually around mid-day in the pm tear the floor up then leave, lucky if you hear anything. Tried calling the installer and their manager, no joy there either. We were told that the whole job would take one whole week which we accepted and agreed, Now going into third week I have had to hire my own tiler and pay him myself in an attempt to salvage whats left. What ever you do do not hire this Cowboy Outfit.