Empire Today
reviews and complaints

Good afternoon

During COVID I decided to get my floor done/replaced as they needed it. So I reached out to you guys per you compelling ads. The job that was completed was sub par at best. I understand that this was a year and a half later since they were completed. unfortunately I did not notice them until recently as they are located in not so obvious areas. Attached you will see the horrible job that was completed. At the end of the day one would think that they installers were aware that they made mistakes and did a poor job and would have corrected. This did not occur. They actually requested that I give them a raving review. Based on their performance it is unlikely that I will recommend the service to anyone. I am not an installer so how am I to fix this without paying someone to correct a job you did!

They came and laid flooring had to came back do all over again! 2nd time is worst than first! Never again! Trim doesn't match, flooring is popping up ,trim is peeling its made of paper not wood like we were promised,lifetime warranty is bull,it does scratch they lied about that! They mostly lied about all of it! Worst company ever! I will never buy flooring from them again!

I ask for "hole in wall" carpet color instead i got "teamwork carpet color. I contact my sales rep Alexis who stated yes there was an error on empires end and that color should never gotten installed.

Installer calls me at 6am advising he would be out to me at 8am, remind you i had no notification prior. install date was scheduled for 05/26 they show up 05/25. i am unhappy with this color but its already been installed. Customer service manager is only offering 500.00 discount? really? you gave me the wrong carpet i am not accepting this deal. i sent text messages with proof that the sales rep stating yes its our error this shouldn't have happen. still no response from Cynthia customer service manager.

Salesman: Robert [protected]

April 29, 2021

Agreed to product material, line of credit, $1,500 and approval of special promotion.

Robert told us the installer would remove any existing flooring clean floor and remove trash. None of this was done, my spouse, Wilbert and I informed the installer of the installation instruction we received, but the installer informed us that the old flooring would be used as a buffer and was needed. job completed in about 3 1/2 hours.

June 11, 2021

Called to report a problem with buckling and was provided a reference # [protected]. and to expect a call with a date for an inspection.

Problems:

Kitchen, den and hallway have areas where the floor is buckling.

The glue used to secure to doorways should be replaced as it is not secure.

January 25, 2022

Spoke with Jody who again provided a reference # [protected] and said she would call me back with a repair date.

February 9, 2022

Inspector

upon entering my kitchen/den door the inspector went into the WOW mode and indicated everything need to be replaced, he could clearly see the problem. and a date for repairs would be scheduled.

I later received a call from Daniella [protected] at ext 4780 telling me that the floor must have had water and that created the buckling and other problems. I then spoke with Turk the installation manager at [protected] ext 2331 sometime in March during Spring break who informed me he was going on vacation but he has given the case to another rep who was aware and would get the job done.

Now, no action has been taken, I continue to make monthly payments of $125.00 and i am now only receiving voice mails, no one is answering my calls.

Please assist with a resolution.

Wilbert & Elma Green

3819 Prudence Dr, Houston, Texas 77045

[protected]

It's been 3 years since they came out and did my floors they never remove the old flooring the quality was terrible the company finally came out after numerous complaints to check out the situation and took no responsibility whatsoever they actually told me that I would have to pay them all over again to change out the floors imagine after paying $10,000 they're not willing to change your bubbled floors terrible company would never recommend them nor use them again I can't believe they are even still in business after all of these years

6 May Empire sub-contractors installed a very nice looking laminate wood floor, unfortunately the installation lacked the craftsmanship one would expect after the sale. Basically, they pulled up carpet and in some rooms applied self-leveling albeit poorly done. I phoned Empire and they scheduled a inspector to come inspect the work at my house and stated the rooms would be corrected even after installation of the flooring. The day the inspector was to arrive I received a phone call from the initial installer stating he was on his way. Why would I want the individual who applied the self-leveling poorly to inspect his own poor work? I phoned Empire and stated I wanted a manager to contact me so we could discuss the problem. Come on Empire, really, you provide great products for installation but then your sub-contractors do poor jobs and then send the same person back to inspect their work. No, this is poor service after the sale. I expect a manager to inspect the discrepancies and have a reliable sub-contractor complete the work, not the same individuals who did poor work from the first installation.

I had 3 different order. The first was wood placed in my living room, up the stairs and down the hall. 3 different installers came to do the job. The second was tile and when the tile was installed he had to remove the transition and in doing so he damaged the wood in the living room and didnt finish installing the quarter rounds because he didnt pick up the correct parts. The Third was a small section of wood install in the foyer to blend in with the living room. I have had to call several times to have them fix the wood that was damaged in the living room however no one will begin to fix it. They sent out the tile guy that damaged it 2 times, he said he doesnt do wood and dont know why they keep sending him. They sent out the foyer guy 3 times(originally when he did the foyer install) and he said he won't touch it because it wasnt his original job. As a consumer I should not be concerned with who does what. To me it is all the responsibility of Empire Today and sub contractor or not, to a consumer you are a representative of Empire Today. At this point I dont care if you get the janitor to come fix my floor as long as it is fixed with a level of care and accuracy as a consumer should expect as a paying customer! I paid way too much to have to now be the project manager of this job and vetting and scheduling who should be the one to complete this fix! I had them install tile and carpet in a previous residence with no issue. If I had known the level of quality and service had declined so greatly I would have taken my money elsewhere!

Came to estimate job 3 weeks ago for job to be done on 5-13, they have called to confirm appt 5 times per day, i finally called and confirmed the appt. I took the day off work they were suppose to install between 11 and 3. They text my girlfriend and told her they were not coming because they couldnt confirm appt. I called to speak with a supervisor and they said it is to bad that it come to this and i tried to get a refund and cancel all business to hear in the end that my deposit is non refundable. Stay away from these crooks, they advertise cheap prices until they show up and all you hear is excuses about the advertisement they have. Priffesional crooks, will never do business with this shady company. Now iam at there mercy if i dont want to forfeit my 800.00 dollar deposit.

Less then a year ago I purchased carpet for my master bedroom. I told the salesman that I did not want carpet that showed streaks when I vacuumed. The carpet that was installed showed lots of streaks but I thought in time it would look better but looks like a cheap piece of carpet. I don’t know if you can replace it with what I asked for but I just want your company to know that I am not a happy customer. Thank you for listening! Mary Ann Ekasala

I had an initial appointment with Empire today on 04/21/2022 to come and help me pick out what flooring I wanted to be installed in my home. The appointment was scheduled between 1300 and 1500. The representative showed up on time. We spent approximately 4 hours between him measuring the room size, picking out which floor I wanted, and working up quotes for the floor. He showed me different hardwoods and carpets. I pick out what I want. He calls and asks an installer about the carpet in the enclosed patio area. They told me they couldn't do it and had me decide between the tile. We picked out umber old town and oasis Marbella for the outdoor patio. He scheduled an appointment for them to come installed on 4/23/2022 between 9 am and 12 am. At 12:26, I called three times before I got in touch with a person. She got ahold of the contractor and stated there was a language barrier. I am going to call you back. At 12:41, customer service called me back and said the contractors got held up at a different job and needed to reschedule. On April 25, 8:28, management called and left a voicemail apologizing for the weekend. At 9:51, she called back to reschedule the appointment for Thursday, April 28.

7:28, the installer calls and says we are on the way. Two Spanish-speaking gentlemen show up and ask me if this is what I am getting installed I say yes. He shows me the tile and the wood. I lead him to the rooms, and he goes to the patio and states he can not do time on the patio because the floor is uneven. He calls and tells the management of the problem, and they go back and forth with text messages and calls. We decided they would level the floor that day and return on Thursday. Later that day, he realized that wouldn't work because the tile does not expand and contract. So oasis could not use that material. I get a quote of $500. The gentlemen get to work. When the job is down, I ask for the box if I need to replace the hardwood. The installer says to me this material is better than the one you picked or something along those lines. I looked at the box, and it was different in color was other than what I was requested and leaves. So I immediately get on the phone, trying to get on the phone. I called 14 times before someone picked up the phone, and I was able to put in an inquiry. They told me someone would reach out on Friday. I Did not receive a call on the 29th. I called on April 30 at 10:07 and was told someone would call me, in her words, "throughout the day." I received no call. On 5/02/2022 at 8:56, Empire called and asked me about putting carpet on the patio, which they initially told me they would not do. I explained to him about the hardwood in the room he stated he didn't know anything about this.

At 10:26, another manager called and placed all the blame on me. Saying this was my fault, and I needed to pay to have the floor removed and pick another bed to install. I said I had already chosen the floor, and your contractors decided they would do what he wanted to do. I hung up because I wasn't getting anywhere with her. I have a signed contract for the material and umber old town and oasis. Neither of these floors I picked was installed, and the price is 300 higher because the guy stated the manager would have to sign for the reduction. This was a cluster working with Empire Today. I will never use them again and advise others the same.

On April 4/11/2022 the empire crew which didnt speak english urinated all over the floor and they never flushed the toilet after using it leaving feces and urine in it. Right before they left around 5pm the main guy asked me when he would like him to return to finish I told him I will be ready for him in the morning on tuesday. He was concerned there were items in the rooms still... We had the entire house re floored so they needed to finish an area so that the items could be moved out which he then went behind our backs taking pictures of our private bedrooms and our property without asking. Those pictures were then sent to my mother and they began harassing her to make sure the rooms were empty for them. So the main guy tells me he will be back tuesday morning at 9:30 and leaves. Monday I spent the entire night without sleep moving everything for them to be ready at 9:30am I even called in to take off work monday graveyard shift to accommodate them and then they never showed up tuesday for work and later in the afternoon trying to figure out where they are the empire person said the crew members called us and told us they weren't coming until Wednesday then began to berate my mother with a condescending attitude and comments about playing phone tag when there was never even a single call from them! So Wednesday morning they come and my top dresser drawer had some power tools in it and they stole the drill that was ontop and easiest to grab! I had seen it earlier in the day and used it that morning before putting it away in my drawer. I complained to their website complaint contact on the 14th or 15th and never received a response. I am tempted to go to the police on the matter for them allowing these thieves into my home! Thats just what I know that was taken who knows what else went into their bags. They also threw away stuff that had nothing to do with their project and we now have to spend money to replace it. We payed around $15,000 ... We did not get our money's worth even the trim around the doors is all messed up from them not caring about the cuts they make.

I have a contract service for carpet installation on 4/23/22 however I need to cancel as I have an offer to my house that we will not need carpet replacement. This is on the 3rd day (4/26/22) that is allowed for me to cancel. When I called the customer service number [protected] which is on their website says 24/7 availability, it says it's close and my call was cut immediately afterward. I called multiple times and I got the same result. I also called another Empire today contact #[protected] I was also cut off as no one is available to take my call. I did chat a chatbot and allowed me to send an email about this cancellation. Why should a company place 24/7 available customer service on the website but no one is available to answer you.

I hope they respond to my email of the cancellation.

We ordered laminate flooring for dining and living room area, our home is small.

While salesman was here he pulled back the carpet in the corner of dining area to see what was underneath, salesman said we needed to pay for 1/4 inch plywood to be installed in living room area to make it the same height, that charge was $ 876.00. They came Tuesday 4/12/22 and Wednesday. Wednesday 4/13/22 the dining room was ripped up and they made us purchase additional $867.00 on my credit card to buy additional plywood for dining room because they needed it for both room. When they got to living room area no plywood was required and the flooring was done around noon. They took the plywood with them and accidentally threw the Two stabilizing peps for our dining room table…I needed to put 2 leaves in table for Easter in 3 days. We called and called, sometimes we were able to reach customer service or left messages. We called twice on 4/21/22 and twice on 4/22/22

My husband called the salesman Friday 4/22/22 because we needed those pegs and we were hopeful they could be found. We told salesman that our latest call to customer service said their computers were “done” all day which the salesman said was bull because he was using them all day. No customer service calls were returning until Monday after I had contacted my credit card company to start a complaint on the additional charge of $ 867.00 which proved to be unnecessary and the product was taken by installers

Yesterday Empire offered to refund us $233.00 NOT ACCEPTABLE

Very POOR customer service, days without calls back and then nothing but excuses. One service person told us the other was new and didn’t know what she was doing but she herself had been there since last October

No answers and no customer service.

Have filed a complaint with Better Business Bureau

On April 23rd, 2022, a salesperson came to my home to give me a quote. I told her I didn't want to sign a contract because I had two more quotes to look at. She said, no problem, you have three days to cancel. The problem is they don't call back. My spidey sense told me not to sign, but I did. Long story, short I found a better deal and it is nearly impossible to get out of a contract.

Saturday I made an appointment for consult for today for ,9am to 11am.no one showed or called til 11:13am.saying did I want to reschedule.i said no.thats not how I do business.

My original install date was 4/4/22, received call that selection was out of stock, after submitting substantial deposit. Ok was told if I could wait 2 weeks for the order to come in, I agreed. Then I get call for new delivery date, 4/18/22. The customer representative said I would receive a call on the morning of the day of delivery,giving me an a.m. window or a p.m. window, I have not received either, I again call customer service to see what is the problem, I was told that there is an 8 hour window on insta lation, which is utterly outlandish and inconvenient to the customers, it is now ,3p.m. and I am still waiting, I will be more cautious on the future when dealing with this company if ever again In the future

11 months ago I had Empire today come out to my home told them what I needed explain to him why I needed what I needed they recommend the LVP flooring said it was waterproof when it would stand up to scratching and things like things like that 11 months later I noticed the floor buckling like it wasn't laid down properly and then I noticed some bubble in my kitchen floor took 3 calls for them to call me back to send someone out to review it then they called me and said that it was a defect in the home that caused it said it was due to humidity Don't understand why the man who came to sell me the floor did not check the humidity level in my house to see if it was be a perfect fit or not but now They are sable that ithat is humidity in my home that caused the defects they wanted to charge me $800 to fix the $8000 package they sold me I think it's poor customer service and I think the floor should be repaired under the warranty which is a one year warranty for installation and a lifetime limited warranty on the material

Under no circumstances do not purchase anything from this company.

Biggest crooks I have ever had to deal with. Look on Facebook under Empire Flooring to see more and more complaints. We had a sales rep come to our home, gave us a great song and dance about Empire and we agreed to purchase flooring from them. We were told we could purchase the flooring today and have it installed the next day. When the installers arrived they could speak no English and they tried to explain to my husband that the flooring we had chosen for our Master Bath could not be installed. I immediately attempted to stop the payments to Empire. They have made no effort to contact us. I finally got an email from Empire stating that our contract was canceled, but I still have no proof that our money has been refunded. All I'm asking for is proof of the refund. There policy is that we had 3 days to cancel our contract but you need to mail a signed cancellation or hand deliver it to there home office in another state.