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Empire Today complaints 837

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Empire Today installed Galewood series vinyl Plank flooring in our house (1,200 s ft - cost 8.1k) with a "lifetime" wear and structural warranty in September of 2021. The prior laminate floor was fine - 4 worn boards that could have been replaced - but was an ugly yellow. Empire removed old laminate and installed vinyl flooring. We bought a new vacuum, use...

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I had a salesman come out for an estimate, I explained and talked with him in detail, about the color I wanted. I explained that I need a carpet darker than what I had, I explain that my eyes can not see color to clear, but I wanted to make sure the carpets was darker, he explain the carpet he showed me was darker than the carpet I had. After, the carpet...

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3 bedrooms carpeted. The installers were very courteous and professional. However, the carpet in my master bedroom has a seam right in the middle of the room and is very, very noticeable. I questioned why it was cut in the middle instead of in the back of the room where it would not have shown or been noticed and they said they were just following...

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7:04 pm EDT
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We paid over $9000.00 for LVP Floating Click flooring. For the past 6 months I have been calling customer support, sending emails, my husband even went to their face book page to hopefully spark some human response but unfortunately none of those methods have worked. I have left numerous messages, starting back after installation (which was Sept 2021...

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11:14 am EDT
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Empire Today Luxury Vinyl flooring

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.

Desired outcome: Get my credit back.

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10:03 am EDT
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I purchased 9 thousand dollars in flooring the flooring started to peel and discolor I have tried for the last 3 years to make contact with customer serviice they always said here is your claim number and someone will call in 24 hours no reply called this [protected] thats a joke all I want is for them to find me replacement boards to replace the crappy ones

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1:40 pm EDT
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Empire Today Carpet installation fiasco

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,

Take Action2

Desired outcome: As previously mentioned in the initial complaint on 8/18/23

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3:13 pm EDT
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Empire Today Carpet Installation

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.

Desired outcome: I want Empire to come out and fix this for free or at least at a minimal charge because I am out of warranty, which I think isn't long enough for new carpet.

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Update by RoseJ
Sep 07, 2023 4:26 pm EDT

It's now been 3 weeks and radio silence. I'm disgusted and am thinking of seeing an attorney about this. I reached out to Empire right away when they said to get in touch with them, so it's on them now.

Update by RoseJ
Aug 26, 2023 9:43 am EDT

So I emailed my issue to Empire per their request and have yet to hear anything from them. It's been almost a week. This is not acceptable. Terrible.

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10:32 am EDT
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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...

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We wanted new flooring. After calling several companies and got their quotes, even though Empire was the most expensive, we decided quality over price. We wanted to think about adding another room and told it could be added to the contract later. Our problems began with the subcontractors. A Hispanic couple arrived early in the day. Couple as in...

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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 hi...

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5:38 am EDT
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Empire Today LVT flooring

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!

Desired outcome: I would like my floors replaced in a timely manner because I can’t sell my house like this.

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Update by Samantha Getz
Aug 23, 2023 8:42 am EDT

Also. This has just happened

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Update by Samantha Getz
Aug 23, 2023 8:41 am EDT

As of yet Empire has made ZERO attempts to help me with any of my complaint issues. PLEASE RESPOND TO MY EMAILS!

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2:39 am EDT
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Empire Today Flooring

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.

Desired outcome: Want my deposit back

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8:59 pm EDT
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Empire Today Doorway/transition issues

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.

Desired outcome: I want the rail to be fixed so the window door will open with easy as before the damage occurred. The worker that Empire send out to customer homes should be bonded.

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Update by snowball00
Aug 14, 2023 9:05 pm EDT

I want Empire to resolve this issues as soon as possible for safety reason

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11:33 am EDT
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Empire Today I am complaining about service and sales

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

Desired outcome: I would like for Empire to address the issue of why are you scheduling appointments if you have no sales reps.

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10:48 am EDT
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Empire Today Vinyl plank flooring installed in my home

In September 2022, we hired Empire Flooring to install their vinyl plank product and 2 rooms with carpet.

The installation went good. However, after about 6 months, we noticed that our vinyl planks were beginning to "curl" up on all the edges with two buckling in our Master Bedroom.

We discovered that there wasn't a moisture barrier installed beneath the vinyl planks.

Our house was built in 1975. We have a concrete foundation which has a few minor cracks in it. We were not told that we had a choice to have the moisture barrier when the installation took place.

We have spent close to $14,000 on the flooring that we purchased from Empire Today. Now throughout our entire house you can see that the edges of each plank is raised up.

We cleaned our floor with a damp mop and every two weeks with Bona cleaner for vinyl floors.

We believe that the product is inferior. It is produced by LW Mountain. We have had the installer out 2X to fix two areas of our flooring that actually buckled up and became loose. We were told by him that we had moisture under the planks. But, we did not have any spills in those two areas.

We would like for someone to come out - not the installer - to look at our vinyl plank flooring for defect. How do we go about getting that done. Your customer service people are very rude and ask questions as if to blame us for any defects.

Some questions we do have since "moisture" seems to be what they want to blame us for...

* what is the moisture intolerance level of this vinyl plank product?

* why wasn't the moisture level of our concrete foundation measured before the vinyl planks were installed so that a "moisture barrier" could have been placed under the flooring?

We live in Texas...concrete subfloors especially in older homes are porous to some extent and they do sweat at times from weather conditions. We are very disappointed that the moisture barrier was not installed or even offered to us as an option.

Please contact us to let us know if there is anything that can be done to improve this flooring.

Edgar and Sherry Williams

[protected]@yahoo.com

[protected] [Cell/Text]

Desired outcome: The most obvious to us is to replace it at your expense since it appears to be a substandard flooring product and needs to have a moisture barrier under it to prevent warping/curling of edges.

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Russ & Eileen
Glendale, US
Sep 15, 2023 7:38 pm EDT
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Wow - We live in Arizona & are having the same exact issue. I was here when the installed the same flooring in our entire home (minus 2 bedrooms only) and can 100% verify we were never told about a "moisture barrier" needing to be installed, but it makes complete sense - Especially after seeing what our floor is doing/looking like. Mine are warped so badly, when you step on them they sound like they are cracking, & they arre coming up in many places. We had them installed in Sept 2021. I'm jealous you actually can speak to a customer service person, rude or not, we've never been able to get a return call, & never have I had someone actually answer the phone. I get a recording and leave messages constantly. I'm hoping to follow your issue & see what the outcome may be BC i've submitted complaints now, and my next move is going to be the local televesion station, &/or hire an attorney. We spent far too much money for such a failure of a product.

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9:24 am EDT
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Empire Today Carpet

Worst company you'll ever deal with. Run don't walk away from Empire Today. After paying for a whole house full of carpet the day for my instalation which was June 5th came. The installers did not show up untill 330 in the afternoon. They were at my home until 10:30 at night. Needless to say when morning came I began to reassemble my home I saw all the problems. None of the seams were hidden at all. There was a huge stain on the livingroom carpet. I immediately called the company and bottom line it took them weeks to get someone to my home and make the determination. Yes the carpet was bad . So they agreed to rip up the carpet in the livingroom and dining room and replace it. So this meant I once again had to be up and dressed by 6 am, tear my home all apart and sit and wait for someone to show up. Thankfully this time the installer did show up by 9. However after putting down all the new carpet it did not match the other rooms. So after tearing my home apart a 2nd time I'm told they will have to come and replace the other rooms as well now. So once again I must disrupt my entire home and I may add im doing all this as a senior women all alone. I did ask for some kind of compensation due to all my inconvenience but they refused. So this morning once again up at 6 all ready and waiting, house in compleat disarray. I get a call telling me the installers car has broken down and they will see what they can do. Oh yes and I neglected to mention I work from home and each day I've had to go through this I've lost money as well. Please do whatever you can to avoid buying from this company. You will live to regret it. Spend a bit more and get a local company with some integrity. Most important, they are only a middle man, they have no actual store you'll never reach a manager or supervisor and you can not contact their corporate people either. They will just blow you off. I've called, left messages and even written to the president of the company and nothing has been done. Keep in mind NONE of this was my doing. It all was the fault of Empire and their installers which are ALL subcontractors as well.

Desired outcome: They should have compensated me with a credit toward the carpeting and they now owe me 3 days of pay that I've missed from my job

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Update by Deborah Fairchild
Aug 19, 2023 7:29 am EDT

Just an update. When the next installers came to redo the other rooms , the carpet they had did not match so no work was ever done and I was left to reassemble my home once again. This situation has still NOT been resolved .

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9:26 am EDT
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Empire Today LVP flooring

I paid them $10,000 for all new flooring. The floor began bowing up in areas within 6-8 months. I called and called them but they ignored me until the warranty expired and then they came out. They are saying water damage caused it in one room even though his moisture reading was 0.00 both times they measured it. In another room they said it was my roller office chair that caused the bowing up but I do not own a roller chair. The quarter oh d does not even line up and they said walking by it will cause that. They will steal your money and lie about it. Read all of the reviews and you will find that my experience is the norm.

I had my own inspections done on everything from moisture to the subfloor to the foundation. It was all good and the issue is the installation of the floors. BUYER BEWARE!

Desired outcome: For them to correct the horrible installation without charging me anymore money.

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Empire Today Price paid for 460 sf of flooring

I ordered flooring for two rooms and was told it would cost $5896.00 however I didn't get the veterans discount and I didn't get the 50%, 50%, 50% the ad said. I called the sales manager and was told I did get the 50%,50%,50% he told me the original flooring for 460sf was $11000.00. I also sent a contract from Lowe's which was for $4647.37 and was told they would look into it but couldn't promise anything even though Empire says they would match any one's price. I sent three e-mails and they have not been read and were marked as spam. I would at least get the job for the Lowe's price. I would like corporate to look into this and either call me at [protected] or e-mail me at [protected]@yahoo.com. and on the meantime I will try to contact the sales manager by phone since he doesn't want to read my e-mails. Waiting to hear from you.

Desired outcome: Get the same price as was quoted by Lowes.

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Update by Michael Hohnberger
Jul 31, 2023 6:21 pm EDT

I submitted a complaint yesterday and received a call from the sales manager who told me the normal price of my job was $13,000.00 and the quote given of $5,896.00 is with the veterans discount, the as advertised 50%, 50%, 50% and your advertisement stating you will beat anyones price or the job is free. He also stated I didn't qualify because the Lowe's price quote was not the same because I cancelled the contract with Lowe's so it made it null and void. I sent the Lowe's contract to him for the second time because he stated he never received it. However, checking the e-mails I sent him the system shows they were not read and marked as spam. As I stated in the last complaint I sent this needs to be elevated up the chain of command. I don't appreciate being lied to or being treated like a person whom doesn't have a brain or doesn't have full command of the English language. I would like to get this matter resolved. Also the sales manager stated what exactly do you want me to do. What I want is to get a price according to the Empire advertisements and not have it inflated.

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Empire Today Carpet stains

We had 8 staircases of carpet installed not even a year ago and we were told that the stains would always come out and if not to contact them, well after sending pictures and talking with them they stated that we did not purchase the protection plan so we have no coverage for these stains. We had a new salesman who apparently isn't even there anymore so he totally lied to us about the stain coverage. They wont even come out and look at them, total lame company with uneducated salesman. We will NEVER call them again and please beware of this company, total frauds.

Desired outcome: would like the 2 staircases of carpet replaced

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Overview of Empire Today complaint handling

Empire Today reviews first appeared on Complaints Board on Nov 8, 2006. The latest review Frank Hernandez, G.M. in Phoenix Az was posted on Mar 6, 2024. The latest complaint Frank Hernandez, G.M. in Phoenix Az was resolved on Mar 06, 2024. Empire Today has an average consumer rating of 4 stars from 838 reviews. Empire Today has resolved 690 complaints.
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  1. Empire Today contacts

  2. Empire Today phone numbers
    +1 (800) 588-2300
    +1 (800) 588-2300
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    Customer Service
  3. Empire Today emails
  4. Empire Today address
    333 Northwest Avenue, Melrose Park, Illinois, 60164, United States
  5. Empire Today social media
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Empire Today is related to the Flooring Installation category.

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