Empire Today

On 10/16/2023 I had carpeting installed in our newly finished basement. The gentlemen that were her to install were pleasant - but they did a job on my walls with dents, scratches, and dirty hand prints on my newly sheet rocked, newly painted walls. I called customer service and was advised the contract stipulates that you may get some scratches … which I get … but this was excessive.

The sales people that came earlier were excellent too.

This is an unfortunate situation as the carpeting looks great, but the wall damage has soured our experience with you. I will now pay my contractor to redo the painting, at my expense because of the actions of your agents.

To Whom it may Concern,

I had carpet laid in Nov. 2022 though your company,

I also purchased a protect plan for stain,

I noticed that I have a stain where my rocker recliner set,

I have called numerous times, and have left numerous messages, But When I do speak to someone, they keep telling me, that some one will return my call with in 3 days, This has been going on since the end of Sept 2023.

No one knows what is going on,

I'm trying to get the stain taken care of

Elizabeth Tegenkamp

In 2021 we had lvp flooring put down throughout our house we started noticing buckling in the floor and one area where our floor was coming apart in one section so when we called empire to file a claim on our floor it took weeks before we heard from them so then they sent a inspector out to check our floor for moisture we said what moisture this is waterproof flooring this is also in our bathroom so we called back and they said that the inspector said it was moisture related we didn’t accept that so they sent another inspector out a second time and he said it was installation problem so empire called us and said that they were going to replace our floor for free and they called and set an installation date and time so this was to take place on october 6th 23 so they sent a guy out with samples of flooring and told us we would have to pick a different color flooring because our floor has been discontinued so we picked another color and we moved everything out of the way on oct 6th 2023 the crew came to put the floor down and came in with a long level and said to us our floor wasn’t level and we would have to fix our subfloor before he could put down our floor so 2 years ago they came in never put a level on our floor and never put any pro patch down at all my house is 25 years old all of a sudden 2 years later they are saying my subfloor is unlevel imagine that in 21 they had no problem putting this floor down and charging me a lot of money and they were not worried about my subfloor then I have tried talking to them and I haven’t got no where I would never recommend empire today to nobody i’m to the point i’m going to hire an attorney to just get my money back

We purchased waterproof laminate and the day of installation a substitute product was delivered and installed. We spoke to our salesperson and were told this was simply the next boxes in the supply chain. We were not told the switched product was water-resistant. Further, the quarter-round installed was not what was selected. We attempted to contact the main office and never got a response.

No response from customer service. More than 4 calls with promises to hear back within 24-48 hours. No follow up what so ever. Part of the work was not done. Why would I be charged the entire amount? Empire owes me the credit for not installing the floor in the foyer, the closet, and the hallway. Those areas were on the agreement, but on the day of installation, Empire indicated they could not install over the ceramic tiles. they checked with finance and said this gives back credit of $1600-$1800. They did install an underlayment for about $400 as the salesman told me during quoting. He said, if it is needed, it won't be over $300-$400 at the most. Empire did say they would issue a credit with the difference and the salesman said, "Sign for the work so it is not delayed and I will work on the credit for you. I have never heard back. I want my credit back.

Please know that the complaint regarding the carpet fiasco on 8/15/23 has yet to be resolved with Empire Today, as no one from the company has directly contacted me to date via telephone, email, or any other medium about a resolution or even when to expect a resolution. Their response on this public forum is the same "general" response given on other public forums to which I have submitted a complaint. Empire Today asked for my account information which it already has on file, as my complaint is well documented with their company.

Thank you,

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I got my carpet installed in April 2022 and a few month later I noticed buckling and rippling in one room. Then more rooms started to buckle, rooms that aren't even in use...I live alone so I know it's not too much traffic causing these. Now every room in my house has these buckles to where I trip over them! This carpet should not do this so soon. Maybe if it was 5/10 years with lots of wear I can understand this. I called and was told I have to pay $700 to get it fixed since I'm out of warranty. I think this is wrong as like I said I live alone and rooms that I don't even use are buckling too. The Customer Service representative that I spoke to was not very nice and of course I became rude myself when they didn't even acknowledge this is probably from a bad installation and just said I have to pay to get it fixed. I am so very disappointed as I paid alot of money to have my house carpetted and now I have to pay for someone else's bad work.

We had LVP installed in our new home in 10/2021. We were sold a floor we did not want because the style we chose was "stuck in a shipping container" and did not have an estimated date of arrival. We needed to have a floor installed in our new home before we moved in with our toddler and newborn. Therefore, we had to choose a second option although Empire Today guaranteed they would install our floor before we moved in. We were told there was a lifetime warranty on the floors we purchased. We started experiencing lifting of the floorboards by 01/2022. When contacting the company they said the warranty had expired and we would have to go through the distributor of the floor product. At this time I now have at least 20 spots where the floor is lifting, multiple scratches and even a floorboard that is CHIPPED. When the representative came to our home he said the "moisture" reading was too high and this caused the issues with the floor. However, the moisture level in the children's rooms read appropriately and floor boards are lifting in there. We have laminate in our bedroom and there is NOT ONE ISSUE. This is disgusting customer service. The representative said he would need to take out a FULL circle of the flooring and have us pay to fix it. We want Empire Today to pay to fix it and pay a NEW company for NEW flooring because of how TERRIBLE they are. WORST decision EVER.

Carpet Installation Fiasco with Empire Today

On 8/15/23 at approximately 12:15 pm, Eric, an installer with Empire Today arrived to install carpet for my three bedrooms.

Problem #1:

Upon the pre-walkthrough, he did a remeasurement of the rooms and stated that he did not have enough carpet materials (including padding) to complete the job. He called his supervisor, Jamie, to discuss the matter with her. I also called the Customer Service Department and spoke with Tiffany. She completed two service tickets—one for material shortages (1-[protected]) and the other for next day-same day service (1-[protected]). I asked to speak with a supervisor or manager. Tiffany transferred my call to Shannon, which was no help at all. She basically just reiterated what Tiffany stated and offered the number to the Installation Manager, Jamie (877/588-2894 EXT 2827).

My Recommended Solution:

A. I asked if I could pay towards the remaining balance due of $2,117.50 and allow the installer to complete the job with the materials he had on hand and reschedule a date for him to complete the job. (Note: I was willing to pay $1,000.00.) I was told that according to Empire’s protocol that that was not an option.

B. I asked if I could cancel. I was told that I could only cancel within three days of the initial contract date. So, basically, I will forfeit a chunk of my initial $1,000 deposit.

Moreover, I called my Sales Representative, Cole. However, it was to no avail. He basically stated that once the sale was made, my account was delegated to the next department to handle and that his hands were tied.

I informed the installer that I will proceed with the installation and paid the remaining balance of $2,117.50 and received an authorization number of 347804. However, to date, I have not received an email confirmation of the payment transaction from Empire Today.

Problem #2:

The installer proceeded to install the carpet in the second bedroom. I was watching a movie in the living room and noticed frayed pieces of what appeared to be gray carpet that dropped on the floor. I proceeded to the second bedroom to further investigate. As I suspected, it was indeed GRAY, which was NOT what I initially ordered. I ordered Elliston Atrio, which is a brownish color to match the color scheme already established for the bedrooms. Also, the texture of the carpet that was installed was not plush as the sample that the sales representative provided on the date of the sale (7/29/23). I suspect that the carpet delivered is a lower grade and I am a victim of a “bait and switch” sales tactic.

I called Customer Service for the second time and spoke with Sherry. I informed her that the carpet that was delivered and installed in the second bedroom is NOT what I ordered. She apologized and completed a service ticket [protected]) and stated that my account would be escalated to a manager and that a manager would call me back. In addition, the installer called his Supervisor, Jamie, and informed her of this second dilemma. Since no form of management was returning my calls, I asked the installer if I may speak to Jamie on his phone to determine a resolution—a new carpet installation date. Upon speaking with Jamie, she stated that the earliest that she could get the CORRECT carpet (Elliston Atrio) would be Friday (8/18/23) and that I would be scheduled for a morning appointment.

On 8/16/23 at approximately 9:55 am, I called Customer Service to confirm the NEW carpet installation appointment. I spoke with Ben; he confirmed that the NEW carpet installation date is August 18, 2023, in the morning.

I also stated to Ben that I have not received a call from any form of management regarding my several complaints Tuesday. He apologized and transferred me to Anisa (Customer Service Supervisor). I informed her that I spoke to Shannon (Customer Service Supervisor) Tuesday and that I needed to speak to a higher form of management. She transferred the call to Austin, Sales Manager in the Memphis, TN, region. I discussed my several grievances with Austin and texted him a picture of the INCORRECT gray carpet that was delivered and partially installed on 8/15/23 at the number he provided (901/623-6918). He apologized and confirmed that the new carpet had been ordered and that my installation is scheduled for August 18, 2023, in the morning.

On 8/18/23 at approximately 8:05 am, Eric, the installer arrived to install what was supposed to be the CORRECT carpet that I initially ordered. Upon inspection of the carpet, it was NOT the same color or grade of carpet that the salesperson (Cole) sold me. This appears to be a bait-and-switch tactic. I asked the installer to call his supervisor to discuss this matter. Meanwhile, I called customer service and spoke to Rama. I immediately asked for a supervisor, so he transferred the call to Shannon, who was NOT helpful from the previous call on 8/15/23. I tried explaining my situation to her and she kept talking over me. The conversation escalated, and Shannon hung up on me. I called back and spoke to Kelsie and informed her that I wanted to cancel and preferred NOT to do business with Empire Today. She informed me that Empire Today would TAKE 25% of the total cost of the project ($3,117.51), which equates to $779.38. She stated that a manager would be contacting me in 24 hours and that I should receive an email regarding the cancellation of the order. I informed Kelsie that her words were NOT reassuring, seeming that I have NOT received a call from ANY form of management regarding the fiasco on 8/15/23.

This injustice continued to gnaw at me, so I called back and spoke to Alex and reiterated the whole story for the umpteenth time. He stated that my account had been forwarded to the “main office” and gave me a reference number for my cancellation of service request (1-[protected]).

Thus, I am FORCED to ACCEPT the gray carpet that I DID NOT order, as the installer had already disposed of my previous carpet on 8/15/23. Also, Empire Today is confiscating nearly $800 of my money because I cancelled outside of the “three-day” timeframe. Empire Today's unprofessional service coupled with gross errors are the reasons why I decided to cancel and take my business elsewhere.

This is all out ROBBERY! The level of customer service at all levels, especially management and sales is by far the WORST that I have ever encountered. LOUSY! I hate that I was ever referred to this company and will NEVER consider them for any future projects!

We had lvt placed in living room and dining room in june 2022. The two men they to install were hispanic, which is fine except one spoke no english and I couldn’t communicate but I thought that’s ok, the salesman said we had 5 year warranty for labor and product, and a 25 year warranty on product. Sounds good since we paid $11,500 for these floors which is really high but I thought the warranty was worth it. Called yesterday to see if someone can come out because there is a gauge and a chip in two separate areas, but the main problem is the floors are spacing apart so bad the boards are literally starting to come up. The grooves are not even together. Not only that but there is bubbling and two of the boards have split and have strings hangin of. Ive had this floor less than two years and it is trash. We are trying to sell house next year but the floors are an issue. When I called to have someone come out and just look, customer service lashay teasley told me they were my fault and that they would not be covered and refused to even have someone look at it. She transferred me to another person who told me. None of this would be covered and they wouldn’t be willing to even send anyone to look at it again. These floors haven’t even been in for 2 years and they are trash! The installation was bad but aso this material has wrippes and torn and scratched! It’s supposed to have a 25 yr warranty on product. I feel lied to and cheated! Please look at photos!

Empire will not return my $1,500 deposit on my flooring project of 6/2/23.I wasn't given a contract.I signed one line on salesman's tablet and was led to believe it was for my deposit. I had picked a color Astoria heights. I was told it would be put in that Saturday. I received several emails rescheduling the job and one due to stock issues. One Saturday I waited at home and no one showed up then had another email cancelling. I have emailed, called, held on phone for 45 minutes waiting for manager. I even have my bank reaching out to them for my deposit 7/27. I told them I wanted to cancel the job because they are not abiding by our agreement as I was promised a product for my daughters room and hall but I instead received many emails promising me another date and time. This happened 7 times then would get emails stating they could not get me. Then received one asking why I did not purchase the flooring and then stating cancellation. Most expensive emails ever. I was told I could get my deposit back by calling customer service from the salesman but could not get to speak with him again even though he told me to ONLY call him if there is questions or concerns. He was clear stating there would not be an issue in the event I needed to cancel and my deposit would be refunded. When I received the cancellation I was under impression my deposit would not be far behind but have yet to receive.

Incident:July 22th 2023 Time: 9am

Work crew came out to installed Laminate flooring in my family room. They damages the rail on my sliding window door, My wife and I are both senior citizens, we both have arthritis in our hands and wrist.The door is very difficult to open after the damage.My wife can't open the door at all. Hopefully we don't have an emergency and need to excited threw the sliding door.

I have scheduled two appointments to get an quote for carpet to be installed. On the first occasion after taking off from work I was contacted 1/2 hour before the appointment 8.10.23 that there is no sales rep in the area and they I would have to reschedule. I thought about it for about a day and said if they dont have a sales rep that is passing up new business. I waited a day before calling again to reschedule the canceled appointment which was rescheduled to august 12 only to again get a no show or no call. Now at this point that is bad business. I am a potential new customer looking to get carpet and have been turned down twice by Empire. BAD BUSINESS, BAD CUSTOMER SERVICE AND NO SALES REP. So after being turned away twice I decided to call other carpet companies and I have gotten 2 prospects since Saturday. Empire you are passing up business which is HORRIBLE SERVICE