Empire Today
reviews and complaints

Had a carpet install appointment on August 18, 2021, with a 8 hour window of arrival. Ordered suggested product from salesman who arrived at my home.

Install personnel showed up at my home and immediately looked around my home and said, we do not have enough product to do this job.

They went on to say that the selected product will not work on my stairs, I was not ever told that by the person who sold it to me. HUH? Installer said the backing of the carpet will stick out and show the attached pad to this product. They refused to install the carpet in the room I paid to have the furniture and 2, 000 lbs safe removed the morning of the install. They immediately left!

I called my sales rep who would not answer so we left a voicemail asking what we needed to do ? Later in the morning, around 1045 hrs he called back stating he would meet with his "Team" and call me back, so far crickets.

Called Empire customer service and left yet another voicemail, crickets!

Just wanted a return call to see where we go from here as my furniture has been removed from the home and no product which has been paid in full

I put the required down payment on a carpet install on 7/31. They couldn't come do the work for weeks, and I found a better deal so I cancelled within 48 hours - which the contract allows 3 business days. I finally got through after several attempts to cancel my purchase and receive a full refund of almost 700. They said it would take 7-10 business days and it has been 12. I need my refund ASAP please help.

Empire today scammed me. They refuse to give me an appointment and will not refund me my $600 deposit. I have called and emailed dozens of times over the past month and no one will help me. I don't know what to do next.

A representative from Empire came to my home on July 29, 2021. The young gentleman had little knowledge about the products I was interested in. After measuring my rooms he showed me flooring samples. Unfortunately, he had limited knowledge about the products he was selling. He had a tablet, which he used to calculate the cost of the flooring; however, he did not give me anything in writing. When I asked for a written estimate, he said I will email it to you. After he left, I waited for the email-actually for days I looked for it. I thought he possibly had the wrong email, so I called the phone number. After waiting on hold for an extended period of time, I was told I could leave a message, and Empire would call me back. I finally received a voice message, that I was unable to understand because it was of poor quality and the woman was speaking so fast. The only thing I was able to discern was that they do not give written quotes and I could call a number. How can I provide a quote to an insurance company without one in writing? I received a letter in the mail 8/9/21 giving me a direct phone number to speak with someone to resolve my problem. It was a number for a service plan. I will not be using Empire for any of my flooring needs. The customer service is very poor and I am disappointed.

I would like to be considered for a refund of my deposit. My husband and I ran in to a long list of expenses that were unexpected and unforeseen.

We are scheduled to have approximately $6, 000.00 (+) floor work done in September. Since our visit with the representative Craig Geaslen With Empire Floors, in June 2021, A a series of costly events happened one after another. I became so distracted with those issues, that I did not think of cancelling the floor work with Empire.

Our finances became urgent as expenses kept mounting. I then called Empire today to cancel the work ask for a refund. I was turned down but the money is so important that I have to insist on further review.

Please consider us for this request. I realize that this would be an exception to your contract as I exceeded the time limits to cancel.

A credit will not help because we do not know when we can afford floor work. Right now the finances are urgent.

The account number is under my husband's cell phone number, [protected] Robert Carpenter. My name is Marilyn Carpenter and my cell phone number is [protected]. My husband paid $560.00. and I paid $1870.91.

Please Help and review this issue. We are retired and I tried to pay for this floor job with my pension but that is not possible now. My husband received a contract on his deposit. I did not receive a contract on mine. I do have receipts.

I want to say your Customer Service stinks. I called early May 2021 because there were two seams coming apart on the carpet Empire installed. The Customer Service Rep gave me a REf # and told me some one would contact me in 24 Business hours ( really that long ) I waited almost a week and I heard nothing so I called Empire left a message and finally got called. She asked for me to send her pictures which I did but she told me she did not receive them. I resent them and she got them. She told me they had to be reviewed and she would cal me back. A week later I emailed her and she told me she was out sick for a week. (no backup at Empire ? I finally got an appointment the next week. Guess what they called and canceled it and rescheduled me the following week. The installer came told me he was to take pictures and had no material to do the job. (I already set pictures) He told me the office will contact me. I had to call them days later. They rescheduled me a week later and when the installer came same old thing taking pictures and no material. The installer put me on with his supervisor, she told me she would have someone look into it. (now we are into August & this started early May)
The next day I received an email from Empire telling me the carpet was out of warranty and Empire will not fix it. She told me the damage was the customer's fault (insult) and I should contact another carpet company to do the job. Isn't Empire Today a carpet company. I emailed her and told her I would pay for the work. No response. This went on from early May until today. I spent almost $11, 00.00 on flooring for my house from Empire Today and I get treated like this .The last ref # I got was 1-[protected]. We are planning more renovations in our home and you can bet Empire will not be there.

Empire removed the flooring nd installed wall to wall carpet in my condo on 7/24/21. The installers damaged the hallway wall (chipped the paint and wood) and scratched the bedroom wall near the doorway removing the paint just above the baseboard. Additionally, and more concerning, there is a dip in the corner of the bedroom where the carpet drops down several inches. If you step on it it crackles like you are stepping on wadded up garbage bags. There is no padding in this section of the installation — they clearly used plastic pads under the carpet. I contacted Empire two days in a row before finally getting hold of a customer service representative who took down the same information I am providing here. I paid $3073 and change for the floor removal, carpet, padding and installation. As of this date, Friday, August 6th, I have not received a response from Empire. No return calls. Long hold times when you try to reach them at the multiple numbers they provide. No callbacks.

The address which the install was done
Barbara Smith
45 Davis St Rutland Ma 01543
I was told a crew would be at my home. The date was changed last minute, and Steve had taken the day off from work.
Friday the kitchen guy came. Knocked on the door and left. Steve saw him pull into the driveway and by the time Steve got to the door he left. I received a call at work that no one was home. I told them to send the guy back bc he was there. No English at all. Took half hour to understand what he was trying to say. The kitchen guy did a good job (I think) in the kitchen. Time will tell.
The following day were told by the rep 8-10am is when they arrive. No, I got a call they would be there at 12pm.
Arrived at 1220pm, Steve was already waiting for them in case they decided to take off. The skinny guy flicked his cigarette towards Steve. Steven yelled at him and told him to pick it up. No smoking on the property or in the house. The guy said What? It wasn't me. Steve said I saw you do it. The guy said I didn't do it I don't smoke. Steve yelled at him again to pick it up. He said I don't know who did it. It was already there. Steve replied we don't smoke here I saw you do it and pick it up. He did, went into his van and lit another cigarette. Steve saw the carpet and said I think it's the wrong carpet. I had to leave work the day before bc of the language barrier and I had to leave work again bc these guys were starting to point at Steve and speak in a foreign language and laugh at him. I thought I might have to break up a brawl in the driveway.
They were pissed off, I asked the other guy if the skinny guy was mad and he said yes, a bad day. They went into the house and started to literally flip furniture. Rip up carpet super-fast. Laid the padding down without vacuuming the dirt. I saw them piece both rooms with carpet. I am paying for once carpet in each room not pieces. I texted my rep and asked them why they are piecing the carpet together. The skinny guy said we don't have enough carpet to do the third room. The rep wanted me to ask how many SF the carpet was off by. I said they are mad, and I am afraid to ask them bc they don't speak English and they are pissed.
They know only a few words. I was asked to fill out a form and sign it. I wrote down need to speak with manager, incomplete services, rude and carpets were pieced together.
When they were leaving Steve was crossing the street into our driveway and yelled at them to stop. They threw razor blades and nails in the driveway and Steve made them pick it up. He heard the other guy say "Busted".
I have a new driveway and the van from the kitchen leaked oil on it. Steve thought it was me, so I went directly to the garage that morning and the mechanic said no your car is completely dry. The only other car that was there was the van. So that is another issue.
I am a professional and own my own business over 34 years. I am blown away that your company is allowed to act in a manner where you make the client so uncomfortable and take my money with thought of what your staff has done to me and my home.
The floor I was able to see was not vacuumed. The house is 102 years old. There was debris that I am sure will work its way through the carpet in the future. One seam does not appear to be stable and maybe coming apart
I wanted this done bc I have cancer and my surgery is 5/27/21 I needed new flooring so if I have chemotherapy treatment there will be no dander from my dogs. The normal protocol is to remove your dogs for 6 months. I can't do that. Now I am facing cancer treatment with one old rug and 2 crappy rugs. I really want the rep to come to the house and compare what we picked out from the samples to the rugs we actually received.
I paid for 3 rooms of carpet 2 were done with pieces, they did not have enough for 3 rooms. I told them at that point I was so disgusted that I was not sure if I wanted them to do the third room at another time. I need to speak with the manager.
I wrote many times to Jennifer Lynn Tedeschi
To:
'Barbara Smith'

Mon, Jun 21 at 12:36 PM

Good afternoon - I will have a status for you shortly, I apologize.
I was consistently blown off. I have emails to show it.
I was looking for a lawyer since I have not heard anything to even make me feel like Empire even cares. I came across the complaint board. I am trying this before I enlist a lawyer.

I had a rep out and put a down payment on carpet. The first time they came they did not have enough carpet. The next time they no showed on the install. No one has contacted me about a new install date. I called them every day last week and finally on Friday someone told me they were waiting on the carpet to come in. I am very frustrated with this entire process and their customer service

I called after seeing an ad for 50% off flooring. The salesman came to the house and we told him we wanted to only look at the flooring included in the sale.

The total flooring was a little over 400sf. The price with installation and warranty was over $4600. In retrospect, I asked for a breakdown on the pricing and was told by the salesman and manager that it was an all-inclusive price and that I could not be provided a breakdown of pricing for the flooring and installation charges. The flooring was installed, but I feel this company is manipulative in their pricing and the "so called" SALE.

I encourage anyone getting a quote from Empire Today, to do your pricing research and ask for a detailed breakdown in the quote before signing any agreements.

I had my carpet installed Augest 2019, I am the only person in my house hold this carpet is coming up at the door entrance and the is a buckle in the middle of the floor. I called and was told I would have to pay a fee for someone to come out. I am very dissatisfied with the out come of what I thought would be new carpet that would at least last my a couple of years if not more. I will never purchase from Empire again.

I was to have my floors installed on 7/5/21 but because of Elsa it was put off until 7/14/21. The installers brought the wrong floor color. They talked to my sales rep and he told them what the correct color flooring is. The installers said to me that they would be back at 9 am the next day. I called my sales rep after 10 wondering where the installers were. he said that he called them and that they would be at my house shortly. Later I got a phone message from Pete, saying did I get ahold of my rep and to have him call in the correct color floor and for me to call him for a new installation date. My sales rep said they were on there way, remember. well my sales rep does not answer my calls now and Pete, who wanted me to call back. I was on hold for almost 1 hour, 1 hour, 1 hour. My wife is presently in the hospital and I needed these floors done. Now I have to find someone else and start over.

In May of 2020 I had laminate flooring installed in 3/4 of my first floor and vinyl flooring installed in a small laundry room. Total invoice was over $13, 000. As the winter progressed I kept seeing seams buckling and in May of 2021 I contacted Empire Today. It took 2 cancelled appointments before I got someone out her to inspect the floor. They took lots of pictures and said several boards would be replaced. When I talked with Patricia Robinson in the Boston office, who seldom returns calls, she said they had ordered 3 boxes of boards and she was going to include a fourth. The first installation appointment was cancelled after I took the day off from work. The second time they did show up with 2 boxes. These installers told me "that is what laminate does". I have seen several laminate floors in my 73 years and none of them looked like that. They ended up replacing a grand total of 4 boards and told me it would just end up doing the same thing. If that is what laminate flooring does, I never, NEVER would have had it installed. I have a floor that looks awful. I did this because I want to sell the house and wanted it to make a nice impression when people came into the house. When I signed the work order, I left a not on the order stating that I am totally dissatisfied with this floor. If I could return it I would. I have just placed my 4th call to Patricia Robinson and left a message each time. I have yet to hear back from her. I would NEVER do business with this company again.

I was scheduled for a carpet and tile installation on June 8. The installer came told me what he had to do and said he would be back with material to start. He never came back. After speaking to numerous people from empire, I had to reschedule. Rescheduled for June 28. (which I didn't understand why I had to wait 3 weeks for a new date considering what the installer just did). On June 28 I got a call that I had to reschedule again. So I did for July 6. On that date I was called to tell me to reschedule again. So I did again for July 15. Which now I didn't even get a phone call, I got a text message saying once again I have to reschedule. Each time that this happened I had to reschedule furniture to be delivered a different date. Also I confirmed appointment for installation 3 or 4 times to make sure they were coming. And it didn't matter. I would like to speak to a manager TODAY about fixing this problem IMMEDIATELY!
Thank you
Emmanuel Frederique
75 Bruce ave apt 4a
Yonkers my 10705

Oct I contracted with Empire Today in Florida to replace carpet in house in 4 bedrooms and then replace wood in upper hall way and half way through bonus room. The flooring was never completed on the upper hallway.
I contacted Steve our sales representative on11/[protected]@11am and left voice message asking where our flooring was because they did not complete installation. 11/4 @ 4. Left message for Steve. 11/5 called at 12/15 and then again at 5pm. No call, no return. 11/6, @ 10am and 4pm, 11/7 my husband called and Steve answered and My husband asked when were they coming to finish the install of our carpet? Steve said he would call back, NO call back.
Nov 9, call Steve [protected]@3:50 and never return call. On Nov 12 @ 8:14 I called and spoke to Jackie and explained to her what was going on and the fact the install is not complete, was suppose to call us back, never did. On 11/16 spoke with Shenik Diaz at 1600 she stated she was unsure what was going on and would try and figure something out. Never heard back. I then spoke again with Brittany who is aggressive and nasty because she stated install was completed. I paid Empire in full up front. She stated there was nothing more they could do. Installation was completed. I then told her fine I would handle this through my credit card company, which I did. Chase was sent copies of the floor (not completed) the unsigned document from Empire showing that I did not sign off on the Carpet install. I signed off on the Wood Floor but not carpet. Empire tried to send in the wood floor information stating once again the install was completed. I again sent in to Chase the picture of the floor and times and dates and unsigned walk through order.
Chase awarded me the 2100 back and I won the dispute. 7/15 I received a call from a collection company that Empire Sent me to (IC System) Stating I owed them 2100 even though I have proved they did not finish install. This is as low as a company can get.

A salesman came to our home on 6/18 and we purchased new flooring and gave him a check deposit in the amount of $5560. We cancelled the order the very next day 6/19/21 and have been waiting almost a month now for our refund. We were told it would take 10/15 days to get our money back. When I call Empire and finally speak to an agent after waiting on the phone almost an hour I'm told the refund check was mailed out 6/29 yet I never received it. We want our refund back . Amazing how fast the salesman put our deposit check through immediately but we have to wait so long for our refund. If by the end of this week there is no check in our mailbox I'll be contacting BBB and the news media. I'm done with Empire Today.

All I want is a detailed list of what we were charged for our flooring. I can not get a hold of anyone. I tried to do live chat but it said there were no live chat employees and when I called it said I had a 75 minute wait. I'm getting a little irritated about this. I have already been give flack from the installer and his boss so please just get me a detailed list!

7/10/21

Empire was supposed to come in for a carpet installation on Saturday July 10th, which they confirmed one business day prior. On the day of the installation, they did not show up at all. I called the office, they then told me they don't have enough carpet in the track to install for all my rooms. They offered to install partial on that day, to which I said yes. Few minutes later empire calls me and says the installer doesn't want to come in just to install partially and will come in Monday to do it.

I told them I would have to take off from work and it would affect my income. They said Monday is the soonest they can be available. So here I am on Monday. I called empire at least 10 times each time being rerouted to a different representative and being on hold for 15-20 minutes.

They are not giving a clear answer if the installers are coming in or not. I tried the website costumer service chat option and they are unable to reach my local office. They keep putting my issue on hold and asking to call the next business day.

Empire Today has been a complete waste of time, money, and energy.
They will take your money and put your service on hold for who knows how long. They clearly has shown no value for their customer's time. Now I am missing income waiting at home for their installers who consistently failed to show up because of their lack of professionalism. Zero communication from their local offices.

Don't waste your time and money, go somewhere else.