Empire Today
reviews and complaints

My name is Philip Chandra. Phone [protected].

I know my installation warranty is over but if the installation was bad to begin with that company should bare some responsible instead of taking none.

The carpet was very very loose and lifting up like small mountains many places. When I called Empire was told warranty over. I hired a carpet installer to redo the carpet again. When he removed carpet, he noticed the spike strips missed many places and the carpet was tool long thus never gripped well onto the spike strips. He installed. more strip spikes plus re-cut to size an then installed it all again. He also put staples many places to ensure carpet doesn't come loose again. I had to $240 for this work. Total loss because the carpet was installed incorrectly. Only Empire contractor complete job a inspection should be done by a Empire team. Whoever installed my carpet should not be allowed to do this job unless he goes through further training. You can see the pictures and see the carpet length removed and new spike strips added. Empire should refund me for not doing the right of way in first time.

This began as a referral from a family member. The sales person was personable, and appeared to be knowledgeable. We went through the pitch, selected the color of carpet, as well as an installation date. ( over a month ago) as scheduled the team showed up on time. However, they came with the wrong rug. Many emails and texts later and having to prove what carpet we actually ordered, we were able to reschedule. Two weeks later, a few days before installation we received a call from corporate saying they wanted the final payment over the phone. I obviously wasn’t comfortable doing this as they have not been able to demonstrate reliability. The call center terminated the call. The new installation date came and again they came on time, and yet again they had the incorrect rug. We asked for navy.. they brought grey. Yet again I spoke with corporate. ( buyer beware and READ your contract) you cannot sue the company. You must go through mediation. Now a new salesperson came to show blue carpets. Once again we chose a blue carpet . We got a quick installation date. ( we received a 10 hour window) they showed up at 3:00 and left at 8:30 pm. The rug still not installed. ( we were told it was a one day installation) they are back on Saturday to complete the job. There is a disconnect between the install team as they don’t understand us and vice versa. We we’re being asked how we wanted the rug installed.( if I knew I would have done it myself) there was also instructions we requested to remove a small piece of wood flooring to even out the section of transition. The team didn’t want to hear it ,they said no we can’t do that. It’s on the contract ( that apparently is not binding). The job is not done and we have a family event at 2:00pm. It is 11:00 am and the job is about 1/2 done. Customer service is atrocious at best, no conflict resolution skills, no empathy, and for a FLOORING company, to not know how to transition carpet to wood floors, is dumbfounding. We merely wanted what we ordered. Instead, I had to prove what I ordered and despite requesting our deposit back, we were pressured into trusting the process. Our stair railing was ripped off the wall ( told it was our fault) you should do your research before committing. READ the contract completely and understand it. If you decide to proceed I wish you luck. Personally, I would have probably gone with Home Depot or perhaps a mom and pop company, as they depend on word of mouth, and quality assurance. If I could grade this experience?…Reliability = D- one day installation (farce) customer service = C Convenience = F Quality? = D ( only because the screwed the railing back on. Overall experience? I wouldn’t do it again, but heck what do I know. I have cut my foot at least 3 times on the protruding nails. My Dog has yellped as he has been cut The seam is already coming loose. PERSUANT TO THE CONTRACT... THE RUG WAS INSTALLED INCORRECTLY. This is unacceptable. The technicians asked US how to install the stairs. They also tore both railings off the wall. overall HORRIBLE experience

Ordered laminiate wood and carpet. Install for laminate showed up Saturday spoke no English, showed us a bill telling us we owed $180 bill was for a $576 project owing $180. Our project was over $2300 which we paid $1000 and financed the rest. Waited 45 minutes for him to say "wrong order no due." After he started install he brought us over and said "different" pointing to the wood we ordered and the nose which was a different color. I asked him if that is the matching nose for the brand we ordered he said yes, it was what they gave him. I asked what our optioms were and he shrugged. He finished the last remaining steps, picked up his equipment and said not enough floor. My husband said what do you mean and he said no floor and pointed to the hallway and left. Our sales person "Jenny" apologized after we sent her pictures and texts (she didn't answer her phone) and promised she would correct it and make things right. No calls, no response to calls or texts. Customer service gave us a reference # and told us a person from installers would call us withing 24hrs... the carpet is scheduled for tomorrow and I am afraid to allow you to proceed given how we have been ignored and given horrible service by our salesperson, installers, and customer service

I have deep concerns regarding the floor installation carried out by Empire Today at my barbershop premises. My flooring was installed eight days ago and the floor is already exhibiting significant issues, including peeling and separation, within a short period of time.

A barbershop is a high-traffic area where foot traffic is constant throughout the day. I had specifically chosen Empire Today’s services in the hope of receiving a durable and long-lasting flooring solution that could withstand the demands of such a busy environment. However, it has become apparent that the installed floor is not meeting these expectations.

Since the installation was just completed on June 8, 2023, I have noticed an alarming amount of peeling and separation occurring in various areas of the floor. This not only compromises the aesthetic appeal of my barbershop but also poses safety concerns for both my customers and staff. My concern, with the flooring only being 8 days old, is that 6 months from now the flooring will be even worse and the company will not want to address the concerns.

I am currently working with the company to try to find a suitable solution. I will update this complaint once I have received a solution.

I order Hardwood floors with wood corner rounds. I informed their representative I did not what laminate flooring or fake corner rounds. They first delivered the wrong color flooring. I sat down with the and told him the color I wanted. 3 weeks later (again). My house is a mess and they still delivered the wrong color. Why would I put cheap flooring down in my house to have it replaced 3 years later. They are liars and take advantage of Disabled Veterans and Senior Citizens. Their licensed should be pulled and full refund should be given. on their poor service quality.

Saved

On 5/2/23 I had Empire to come out for the $99 special they were running. When Chris the salesman arrived I asked him about the $99 deal, I asked what is the labor and padding cost for my room, he never quoted on that and didn't want to talk about the $99 deal. After several attempts to get information about that deal out of him with no results I expressed to him that I am a 30+ year salesman in what I do and that the $99 deal is just to get before the customer to up sale.. His reply was, and I quote "YOU ARE ABSOLUTELY RIGHT AND IF YOU KNEW THAT WHY AM I OUT HERE WASTING MY TIME AND YOURS" I was floored when he told me that, so essentially there is no $99 special but Chris is such a smooth talker he brought me back around and like an idiot I bought from him.

Chris brought samples of carpet in from his car, I expressed, this seems very thin and could matte easily, he assured me that it wouldn't and went on to explain the padding I would be getting makes all the difference and the technology of the carpet would not allow it to matte because it springs back once stepped on. I bought it hook, line and sinker..

After the carpet was installed I was very dissatisfied. The padding made no difference at all, when walking on it especially without shoes it is the equivalent of thin carpet laid over a field of dirt with pebbles in it. I can feel every padding seam and padding lumps, in some places my feet sinks to the concrete sub floor and tac strips sting the bottom of my feet at entrance ways. Two of my neighbors came over to walk on the carpet and they both agreed with me, one of them stepped on a tack strip and her foot blead out.

I called Empire to express my concerns wanting what I had spent to go towards better carpet, I spoke to Michelle the manager, she accused me of having buyers remorse and wanting something for free, I never asked for anything free, I was willing to pay more if I could get an adjustment for the crappy carpet. Michelle told me I would be responsible to pay full price for new carpet and no price adjustments would be made. At this point I'm fed up so I sent Michelle an email asking to come get the carpet and give me a refund, she told me that wasn't going to happen.

Had Chris brought a sample of padding and carpet for me to step on I would not have bought it. The carpet is now matted in the traffic areas, I've vacuumed to no avail. It looks like two different types of carpet was installed, traffic areas verses low traffic areas. Empire will not do anything about it.

NO CUSTOMER SATISFACTION OR CUSTOMER SERVICE AT ALL.. THIS CARPET IS PATHETIC AND THE'RE MAKING ME LIVE WITH IT.. I WAS LIED TO ABOUT THE PERFORMANCE OF THE CARPET.

Post installation on Saturday 5/20, called and spoke with someone in customer service and got a reference #. Reported a damaged area of flooring in a bedroom, and that it was hidden by a playpen that installers sat over top of the gouged area. Just paid $12000 for flooring and I want the damaged piece replaced. In additional to damaged flooring the installers left a saw dust mess everywhere, put no furniture back and damaged 2 closet doors, once of which is completely unusable.

I was told on Saturday that Empire would have to come to my home to see the damage and before anything else can be done. I have made multiple calls back to the customer service department who has to schedule this and seems they never work, or at least don’t want to return calls. Please contact me to get this resolved, as I am not happy that I am paying for damaged product. We also asked that extra pieces of plank be left that we purchased, installers took all material, including a threshold that I had made for my kitchen and was never theirs to take. We had removed that before installation not sure why they decided to take it.

Having problems with Kitchen floor is peeling and separating .I called your office here and I sent pictures to Wendell Desking Jr. And was told he can,t tell by the photos and has to charge us $150.00 to come look at the floor.And the warranty is expired had the floor installed on 2-4-21 just over to years.We didn't realize that the floor only was cover for 1year for installation.Well there was problems will the floor at the beginning of installion.Installers never checked to see it concrete floor was level or if we need to have anything extra done to the floor. Well installers did a horrible job you can put your fingers under the base boards.The floor was level.I called to complain and sent photos.they sent another crew of workers to come out to torn up the whole floor.They patched a few spots with concrete and put the same floor that they putted up.They made a mess of the new base boards and walls. He put the new base boards that he just took off and put them back up.There where nail holes all over the base boards they where all nicked up and still I see under the base board spaces under them. He was very sneaky and put caulking under the base boards to hide the some spaces but I caught him and told him to stop.He wanted to do the whole floor with caulking along the floor to hide the big caps.He caulked some nicks on base boards and made them look horrible.I wanted to throw them out of my house very sloppy messy 2 guys.When be was done will the messy job I told him That I was going to take photos and send them to the office.When he was leaving he gave me a box of the flooring in case I need to change some flooring.Well guess want he thought he was being A good guy because he knew I was not happy.This man Julio Rosales put all broken planks that they had broken tearing up the floor in the box.They where trash alll broken up you couldn't click then back in if you wanted to.I call again sent photos.How office man sends another crew.Two Different guy to tear up the whole floor again.But we told the two guys no do the kitchen floor only and put brand new base boards on.We said they didn,t have any new base boards so they just tore up the kitchen floor again How much can there's planks take from tearing up and putting back down.Then I called the and asked where are the new baseboards I paid for because they where not new anymore after all this mess with the floor.They sent another installer out and he told us he didn,t see anything wrong with the ones.You can't miss how really bad they where.He was not very nice to me at all.He just didn't want to change them.You know we paid over $5000.00 dollars for this floor we are on a fixed income.We can't pay $150.00 for someone to come see the floor.Your company didn't charge to come out and give us a estimate to buy a new floor.I called the warranty Company on this matter she said she wii get back to us its been a month now still waiting.I call warranty again got a different person was told that your office man Wendell Deskins is wrong thats all he has to do is put in a order for then to check the floor.They don't charge a fee to come out.And we did call Wendell again but a lady told us she will give him the message and get back to us.Again no one calls us.I have all kinds of photos.The floor in the kitchen is a mess. I only want what we paid for. Its lifting because it was taking up and put down too many times and the planks are broken on the sides and peeling because they don't click into one another.Can you please help us the floor Please call at [protected]

My wife and I hired Empire today to install LVP on April 17. The sales woman and our contract states that the installing process will include an embossing leveler pro patch plus. When the installers arrived on April 17, there was a signification language barrier. I tried to make sure they were going to level the floor, they appeared to acknowledge that they understood. I watched as they were taking off the tile that was already on the floor. Once that was completed they immediately started to put the LVP down. I tried to get though to them that the floor should be prepared first. As I said earlier language barrier.

Once the job was completed I went around to check the work. First was the upstairs bathroom. immediately I noticed was that you could see unevenness from where the vanity was and where the floor started. I also used a spirit level and to no surprise the level rocked a see saw. Same thing with the hallway and the basement bathroom floor except with the basement they only did a partial job because they ran out of material. I complained to the company that the part that was done was uneven and was told that they can't finish the basement because between the concrete and the lvp there are chunks sticking up and I would have to hire a contractor first. I had vinyl tile on that floor which was flat then. If there were chunks underneath the plank to make it uneven, why did they even lay the plank down, because there are no chunks.

I have had on two occasions installers come out to inspect the floor. The first one said that the floor should be redone. He also said we were using a very cheap material and that we should upgrade when the floor was redone and he would prep the floor before laying down the lvp. The second installers were supposed to be coming out to redo the floor. It turned out there was only one installer. He came in and look at the upstairs bathroom. He didn't seem to realize that this also included the hallway and basement bathroom. He said that he didn't have enough material to do all of. He went into the basement bathroom for which I already had a spirit level on top of the lvp to show him. He took a video of the level rocking back and forth. He then said something about a contractor which again language barrier. I had no Idea what he was talking about. then installer then left to go to his next job. I called empire and told them this. When I mentioned that the installer said he didn't have enough material in his vehicle to redo all area's in the house, the person I was talking to on the phone told me that he did have enough material to redo my flooring.

Now May forth. I have called Empire many times stating the same things as I wrote above. I have mentioned many times that my floor was not prepped before hand and is not level and my complaints fall on deaf ears. I have asked for a complete new floor which is prepped or my money back. I have been told that they don't use a leveling agent even though it is in my contract.. I also have been told I won't get my money back since they already put must of the lvp down. Next week someone from empire is supposedly going to inspect the floor. I don't see that going in my favor since they haven't been listening to me to begin with. I don't know what change from them redoing my floor to doing nothing.

Keith

Had LVP installed in our house a little over a year ago. Prior to installation, They checked the moisture in our "Sub Floor" which we only have concrete. Once it was ok for them to install the flooring, we were never asked if we wanted a moisture barrier put down first. If we had been asked we would have said yes. Now the floor is warping, boards are loose, it's a disaster. They said the only thing they could do would be to get it all up, put down a moisture barrier and charge us over $23,000. We paid about that much to have it installed in the first place. Do not EVER do business with them. I will be messaging all of their executives individually about this. The flooring also pops when you walk on it.

In March of 2021 we called and made an appointment with a salesperson from Empire to inspect our existing flooring and get an estimate for replacement flooring in our home. The salesperson came out consulted with us and prepared an estimate to remove existing hard wood parquet from our entryway and kitchen, and, also an estimate to remove existing carpet and install new carpet on my stairway, 3 upstairs bedrooms and hallway. The salesman seemed to be very friendly and knowledgeable. So, once we reviewed the proposal and agreed to move forward we called the salesman, got our financing approved, and we set an appointment for the parquet removal and laminate install first. Then a couple weeks later we would have the upstairs carpeting done. When they finished the downstairs flooring I noticed they had removed and destroyed my hardwood quarter round moulding and installed cheap paper coated white quarter round that looked totally cheesy over our dark laminate flooring, so, I asked them why they did not just reuse the hardwood moulding and they said because they were replacing it with something better. They did replace the white quarter round with a darker colored version of the same particle board material wrapped in paper. We noticed within the 1st 30 days that the paper coating on the quarter round was starting to peel on the corners where they had cut the moulding to join and complained and they did come backout and replace the peeling pieces, which have done the same thing again. So, then I accidently had dropped something on the floor in front of my built in stove while I was making dinner and bent down to pick it up and noticed that when they did the removal of the old flooring they had crushed the kick plate, I believe it is called on the corner and then tried to straighten it out and just covered the damaged corner and did not advise me obviously hoping I would not notice. So, I called them again to come out and replace the paper wrapped moulding that was again peeling and pointed out the crushed part of my cabinet and requested they fix the damage they had done. The installer then tells me to call around and find someone to repair it and he would reimburse me. I asked him to do that as I do not have time to hunt for an honest repairman, nor did I want to have other unknown people in my home. I never heard back from the installer? And once I complained to customer service I was told they would have someone contact me. Then the issue with my carpeting. Shortly after the laminate was installed, about 2 weeks or so, they came out to replace my carpeting upstairs. So Empire sends out a different crew for carpeting and that goes fairly well until about 8 months later when we notice the carpet is buckling up and needs to be restretched. I was told by the original salesman that we were entitled to 1 free stretching per year. So once the year had gone by I started calling Empire's customer service line to have my carpet restretched, and to remind them about the ever peeling downstairs moulding and the cracked kickplate. I called them at least 20 to 30 times over and over complaining that no one was calling me back, and asking why? So I called the salesman that had sold me the job and I explained to him what we were going through and he told me he had left the company recently because of everything we were experiencing. Finally, he gave me the name and number for the customer service manager, so I started calling, and emailing him and not getting even a call back, just no response at all. Now we are getting aggravated at the lack of response from anybody at Empire so my wife starts posting on social media and tagging the manager and out of the blue I get a call from him and he promises to send someone out to see what we are talking about, again nothing happens, we start complaining again, and out of the blue with no appointment or advance notice 2 guys show upon our doorstop very early in the morning. I was not even out of bed yet, so get up, come to the door and through the door ask them who they are and what they want? They said they were here to look at the floor, I said we did not have an appointment and then I called Empire to ask why they had not called to notify me? Again, no explanation other than they would call me to make an appointment. so a few more weeks go by and I start calling the customer service manager, again he ignores me time and time again, my wife is leaving him messages as well with no answer, and then I get an email message from said manager that they were not going do any repairs because after all this time we were out of warranty. So, left him a message that I would speak to an attorney, and he could speak to him as well.

Yesterday, 4/30/2023 I had a representative come to my house. I ended up signing the contract and gave a deposit. I decided, after looking at all the negative reviews, to cancel. According to the contract, I have 3 days but there is no email contact information (for e-delivery) on the paperwork. Why is there not a email contact for e-delivery? Reading a lot of the reviews, I want to make sure that I receive my deposit back which should be 10 days. Please respond.

I had carpet installed in my new office on Tuesday, April 18th. While the carpet itself looks good, the installers did over $1,000 in damage. I wasn't worried about it at first because I assumed Empire would pay for the damage. However, the rude and unprofessional customer service manager, Amy, said most of the damage was standard for the industry and I could only see it because my base trim and doors are black. As if someone with newly painted white trim or stained trim or any other color would be okay to damage if it's not as noticeable. Our baseboards were painted less than a week prior to this installation. We have a dent in the wall, destroyed doorknobs, which were brand new, scratched and dented doors, chips out of the base trim, etc. They moved my very heavy conference table in a room they weren't even installing carpet in and then left it that way and it's too heavy for me to move back myself. They put brand new items from my office into the garbage. There was dirt and debris everywhere when they left. No attempt was made to clean up. To top it all off, I never signed a contract - the salesman signed my name without my permission. Amy said I need to pay the remaining 50% balance or they will send me to collection. I am shocked that they justify this level of care to someone's office. See pictures for the severe damage.

I wish I read the reviews before hiring Empire.
After hearing their advertisement for 50% off and $200 bonus... I called to get an estimate.
A salesperson showed up and told us all the things we needed to hear to make the sale.
He flat out lied about the installers, installation process, price, warranty and about empire itself. We never saw the actual prices of the flooring until presented with the total price.

We trusted and believed everything the sales person told us... but turns out that the sales people are not employed with empire, and empire washes their hands clean. The tactics by used by empire and the sales people are deceiving and dishonest. Read the contract and get a lawyer and contractor involved to interpret the contract before signing!

Empire Flooring had a Sales Rep at my house some weeks ago and I scheduled a BOOKING for installation. I put down $962 for a "down payment". 3 Weeks later, my a/c quit at my house. I had a repair man come out to review and he gave an estimate to have a new unit installed, as mine is over 20 years old. It is stiffling in my house therefore, I tried to reach out to Empire to cancel my current booking and have my $962 down payment refunded so I can move forward at this time with installation of the Air Conditioner.

I was told by Empire that someone would reach out to me the next day to go over the "process"? All I need is a refund so I am not sure of what "process" they are referring but no one reached out. I called again on the fourth day and the young lady I spoke to said she could not "refund" but would have someone call me back and in the meantime, she would gladly "reschedule" my appt. (not what I need, I need a refund).

Again, No one reached out.

I have called again this morning and I am told that again, someone will reach out within the next business day regarding the "process" of refunding! This is ridiculous. I just want my refund that I am entitled! My next step is to file a complaint with the Consumer Finance Commission. I would not recommend using this company to anyone. This has been an absolute nightmare.

Thank You

Patricia Shelburne

Our engineered flooring in our hallway was damaged. A piece came up while sweeping. We called to get it repaired. Finally after several days we were able to speak with someone about this. They said we would get a call to schedule the repair. Here we are some 10 months to a year later NO CALL, STILL DAMAGED! Not a happy customer and I will never use empire ever again.

Vinyl flooring and carpet install in 2017. The planks are loosing pieces near the seams in a few places. The carpet is becoming bare in an area that separates my kitchen and my living room.

We had a sales person come to us for a more recent purchase and when I showed her she said these items are not under warranty any longer.

This is something that I understand however, these purchases should have held up under normal wear and tear. Today I called for these issues to be resolved and I spoke with a rep Lachey. She said they don’t even sell the vinyl floor in question any longer, but she said that she can check warehouses to find a piece and charge me for the services. I asked her if the company stood by the products and she said we can start the process of recording the issues as soon as I agree to making the payment for these claims.

After review of a lot of the claims on this site I can see reoccurring instances of the vinyl cracking, buckling and separating.

Standing by your products is as important as customer services is , and not for a couple of years.

I do not recommend having your floors done by them. We installed our LVP and carpet from Empire Today. They sold us saying that the carpet and LVP are covered under warranty and would take care of any accident. We recently informed them that we have some scratches on our LVP and our floor is damaged by water. They declined our request. We raised it again and they declined it once again. Not a single person came to see what is the damage and without seeing it they declined. Did multiple follow-ups but no response. I was on hold for more than an hour, and they are not picking up my phone. Worst after-sale support and not worth going with them. You can get the same services in less amount from your local market

We had a salesman come to the house and give us a quote on four rooms and a hallway, all damaged due to a water line break in our house. Once we were okayed by the insurance company for the amount quoted, the salesman came back to have me sign a contract and make sure we had the color of vinyl flooring we wanted. When he got there, we picked the color and then he went to the area where my kitchen sink was and stood there looking at the area the water mitigation people cut out. He then said that since they cut into the luan, they were going to have to take up the entire floor since the luan was ALL ONE PIECE ! I told him that was ridiculous and that it couldn't all be one piece. He then told me it was going to cost me more. I told him not to bother calling his manager because I wasn't going to pay more and was unable to pay more. He just kept going on and on about the floor and that labor is not included in an initial quote. It says right on the quote he gave me that it was all inclusive. He would not leave and just kept saying let me quote it out over and over. I told him to leave and he started getting louder and louder. I had to make him leave. I am 62 years old and a widow. I was home alone with my 4 year old granddaughter at the time. I had to follow him to the door as he got louder and louder. I slammed the door behind him as I was getting very nervous about his actions. After he left, I called the phone number on the quote to talk to a manager. They couldn't find anyone (hahaha) and gave me to the customer service manager who also told me that labor isn't included when they give a quote, also moving furniture and the use of their TOOLS was not included. She also told me that when I got my flooring 5 years ago it was a "simpler" time and was pre-pandemic so things have changed. She had put me on hold a few times and by this time, I was visibly shaken and upset. She told me she would get some answers and call me back either way. I never heard back. The next day I called in for the Corporate Office number. The number I was given included an invalid extension number. The number was routed to TEXAS, not ILLINOIS. I told the lady my story and she looked at numbers and said she could offer me a discount and making the total $11,900 + ! My original quote was $8,108.00. I have this number in writing in an e-mail. He evidently had put in another quote when he left my house. She said she would get back to me. At the end of the day, she called and I had to return her call. After about an hour, I finally got her on the phone. She said the salesman made a mistake and that the best they could offer was $9,500. WAY over the amount I was allowed by the insurance company. She said he was sorry...yeah I bet he was. She said he made a mistake and we all make mistakes. I told her I would never do business with Empire again and that was poor business ethics especially since I was a return customer. She just kept saying that Empire is the top rated flooring company in the country and that they were better and had a faster turn around time than anyone. If this is what they try to do to people my age, what are they doing to older people who don't know that this is wrong ?

I finally get to tell my horror story wth Luna, which is the same company as Empire Today. I initially was going to have Luna install vinyl, so-called Luxury planks flooring for my home. On the day of installation they brought this piece of cardboard junk to install. The installer told me I would have caulking underneath my doorways because I had existing hardwood floors and carpeting and it would not look good. This came after their installer's recommendation which was NOT to install this vinyl plank because it was cheap. He even mentioned that customers of Empire had complaints over this flooring. After hearing this report we decided not to go with the vinyl luxury planks. My husband and I called the sales representative who had come to our home and we let him know we were not going to go forward with the installation, he became very angry saying to me that he had told me there was going to be caulking. I told him I was not about to remove my wood floors for cardboard. I asked him how much would it be to upgrade to hardwood flooring, he then changed his tune and said he would come by the next day to show me samples. He first tried to talk me into hard-wood flooring similar to what I already had (which we ordered) and then I changed my mind. The samples they give you are not very big but I finally chose one. This salesman failed to tell me that this type of flooring would stain easy, and that you can see every speck and crumb. This salesman got on his i-pad and his phone and told me we were approved for the upgrade in financing. Two days later he calls me to tell me that he didn't know what happened but we need to apply for the difference and we needed to call Wells Fargo. We called Wells Fargo and they did another credit check which now my husband had 2 dings go on his credit report. This was unnecessary. I complained later to customer service with this complaint that the day they were to install the new hardwood flooring, they were not coming because they didn't have all the wood to do the job. Thus, it was scheduled 3 weeks later. By this time, I was so upset because we had move so much of our belongings to be ready for them to install. I called customer service and they gave us a discount and they told me they would send their best installer for the hardwood flooring which was on November 25th (the day after thanksgiving). Well on that day their best installer did not come they had sent someone else and their team. The work was completed on December 3rd (it took 4 visits). These installers did a horrific job. I have nicks and scratches with lifted planks and big gaps along with loose flooring and visible nails in many places. When the work was completed my husband signed the paper that the work was completed but pending a walk through because I wasn't home. I have been in contact with a lady name Correna from Empire Today, and have have made numerous calls to her. Coreena has been the only one who has cared. I was so unhappy with the work from the installers and insisted in speaking with their regional manager. Correna spoke with him and he gave me an additional discount. I was told by Correna that the installers would come back and fix all that needed to be repaired. ( I also spent $2500 on their warranty). The date was set for the installers to come and fix their mess and that Monday I get a phone call that they are not coming because they did not load (the necessary wood) on the truck for the job and they said they would come the next day. (This was a voicemail). I frantically tried calling them back, I made many phone calls and I finally got someone and they set the date for Thursday (same week). Finally the installer arrived. The one who did the work. He started taking pictures. ( I had sent many other pictures to Coreena) I was under the presumption that he was going to start working and he tells me he was there to do an inspection. Why on earth would they send the same person who did a lousy job to come inspect his poor workmanship. He stepped outside my house and made a phone call, then came back to tell me that Luna would be in touch with me. I was furious! I called Coreena again and complained because I though he was there to fix the lousy job he did and his team. Also, I forgot to mention that during the installation they left tons of nails and staples all over my driveway and lawn where they were cutting the wood. (We had to hire someone to clean up the mess of nails). So again I call Coreena and now they send an installation manager to come and inspect the floors. He took some pictures and even mentioned they might have to do the work over. I answered and said to him all I want is a job well done. This installation manager said Coreena would be in touch with me by Tuesday or Wednesday to let me know what they were going to do. Well, I finally got an email from Coreena after attempting to reach her all last week and she mentioned that it was now up to the Customer Service Manager how this will be corrected. What a nightmare this has been! This was a major job that was priced at $28,897. $1600.00 for two small rooms (carpeting and tile), and the rest for the hardwood floors. Whether the job is $29,000 or $24,000, what diference does it matter when you aren't satisfied with the job they did in any case.