Empire Today

We were scheduled for both carpet and laminate to be installed today, 05/16/19. As the laminate installers arrive in the morning @8am. We were told by them that they are only the laminate installers and we will not have our carpet installed today. So as we had made all the appropriate arrangements (taking the day off of work, moving several items as stated in the agreement for the installers to work etc) we are now inconvenienced because supposedly the carpet will be installed tomorrow 05/17/19! As now we are having to take another day off if work as well as our kids not being to sleep in their bedrooms as planned! So we call our sales rep and he had told us that the gm will contact us as this is @10am. At 12pm the gm, j slade, finally calls and my wife answers and as he greets her he says this is the gm"what do you need?" so as my wife was displeased with his unprofessionalism, she puts him on speaking phone and asks us why should he apologize for our inconvenience? He also adds that we're going in circles in our conversation and still doesn't attempt to make things right! Especially an apology! He lacks professionalism, and speaks to you as if you below him! I find that it is a great disservice to the customers and your company!

I was so excited to have my floors done by them because I thought they were a reputable company that would do the job they promised to do. I received my estimate on 4.29.2019. Once we received issues with that I should've turned away. our initial scheduled estimate, the sales rep didn't show up and didn't call to let us know she wasn't coming. Customer service called us and told us that because she cancelled, they would give us a $250 credit. Once our sales rep actually came, not the one who was supposed to had come, he told us that he would not give us the discount because he had already "discounted" it enough as it is. He showed us something on his tablet but we had no idea what it was nor what it meant. He didn't communicate to us how exactly the process would work once everything began and promised us that it would be done during the weekend, as both my husband and I had to return to work on Monday. For one, they're charging upwards of $6000 and not even doing the job they're supposed to had done. I have 4 children, 2 of which has asthma, there's dust in places in my home where there shouldn't even be dust. they incorrectly taped off my home thereby allowing dust to accumulate all over my second floor, my children's bedroom, their clothing, their toothbrushes, my dishes, the food in my pantry and so much more! I'm so pissed about this entire situation. My floors were supposed to be installed over the weekend and here it is Monday, I had to take additional time off of work just for them to not show up AGAIN today! this is not how you run a business and this is not a $6000 job by far! they broke the molding on my wall, they cracked existing tile on my floor that wasn't being taken up, and they have not communicated to me by far in ways to remedy the situation!

The day that the team came to tear up my tile, once finished, they left my home without even telling me! they left my front doors wide open and by the time I came downstairs they were already gone and pulling off. This company is a joke and they exhibit horrible customer service. Both the manager, Brett, and general manager ( i can't recall his name) was extremely rude and not helpful by far. He spoke to me in a condescending manner as though i were stupid. They do not strive for customer satisfaction as I am very dissatisfied with how they do business. I requested at least a %10 discount since I have to basically clean everything myself in addition to taking time off of work due to this mess. I work for a living, have 4 children and cannot afford to take off of work due to Empire's lack of communication and poor customer service.

Teresita Soraire 11 Timberstar Street The Woodlands TX 77382 Customer Account # 1-18NAF93
I choose Empire Today as the Company to change the carpets of my townhouse taking into consideration that was a big and prestigious company. I trust on them because I suppoused they will be serious. I bought a new laminate floor too from them and I have to say that I am very happy with that part of the transaction. My problem is with the carpet. Two small bedrooms and a master.in the house just live one senior person without pets. That carpet was never installed properly.in three opportuities I asked the service because the carpet was not properly streched over the floor. Each opportunity the service stretchet that carpet and again and again the same problem re-occured. The last visit of the inspector, he admitted that the job was done improperly from the very begining. the installation manager told me that just the master bedroom is still under warranty but I have to pay $300.- to repair the mistake into the two small bedrooms. For something that was done wrong from the very first time? I think that the material was short that's why the stretching can't solve the problem. I am very displeased.
If I can't find a solution I will have to put a complaint with the BBB.

Last year in June 2018, I had your store install hardwood flooring in my den and carpet in one of my bedrooms. I noticed that there was discoloring on the hardwood floor in my den next to the wall. I called Empire and they sent out a representative to take a look at the floor. He told myself and my husband that there was water damage and that a section of the floor needed to be replaced. This was a week ago today. Since I did not hear from Empire, I called today and I was told the whole floor, 25x10 needed to be replaced because it might be more water damage and I would have to pay the entire amount. I told them to forget it. How did we know that water was coming in to the house? If this floor has a warranty, what does it cover. Rest assured, I will not use your store in the near feature. I will also be registering a complaint with BBB.
Virginia Johnson, [protected].

OMG! What a nightmare I have been through with Empire Today. It started off bad and got worse. I have five living room windows I ordered new shades for. I had to get a second window measurement because of the custom sizes. I had to chase Empire down to get the 2nd window measurements appointment; then I had to call several times to get the installation date which was set for today, April 26th. They said they would arrive between 8 am and 6 pm. and I would be called on installation day to get a better time frame. I sat at home ALL DAY today for NOTHING. I am a Notary Public and turned down several notary home loan closings today because I was waiting for Empire to show up.

I called them at 3:00 p.m. to find out when they were coming. I was told that I would get a call back. At 5:00 p.m. I called again and after a LONG hold was told that my window coverings order had not been delivered and for me to talk to the window treatment department this coming Monday. I will be on a jury by the way on Monday. I waited all day today (4/26/2019) for NOTHING. They didn't even initiate the call to tell me about my order not being ready. LOUSY CUSTOMER SERVICE. I asked to speak to a supervisor and only got the Customer Call Center Supervisor, which was useless. I have to wait to speak to the Manager of the Window Treatment Department next week. I am so upset and frustrated. After my window coverings are installed I will not do business with Empire Today ever again.

My floor had bumps underneath, has started to split and fall apart. I have been trying to get this resolved for almost 6 months. Sent the same installer to check out the problem. He said he doesn't get paid to redo it and will have to come out of pocket. He then said there was a "moisture issue" which would very conveniently void the one year warranty. I insisted I do not have a moisture issue. They Advised me to get third party contractors to come and look what's wrong. All three told me it was an installation issue. I forwarded the info; got a response that there was no moisture measurements. When I sent the moisturize measurements with pictures they didn't have any other explanation but that they have magically "dried up". I don't know how these people sleep at nights. A bunch of unethical, rude liars.

Empire today installation coordinators get money from some installers in order to get the best Jobs, if you complaint they suspend you, if you call corporate to complaint they don't do nothing, this practice from the ICS has been going on for years.
The same installers always get the best flooring or carpet jobs how can you afford to pay insurance when you don't make money

I made apt for them to come out and give me estimate for replacing my old carpet. They were suppose to come out sometime from 11am to 1pm. Nobody came or called. So I called there number and the person on the other end said that the Oklahoma office wasn't made aware of the apt. If they can't even seem to keep a time schedule there actual install would probably be worse! So we will be finding another company!

Hello...I called today to have someone to come out to remove or kick the wrinkles out my carpet... The lady in customer service said I had my carpet installed in 2014... And I am out of my warranty period... She quoted me around 230.00...i was floored... Hey I don't mind paying a fee but my God 230.00... Who got that kinda money to have a rug kicked.. Out...

My experience with Empire Floors was the worst I ever experienced with a contractor. This is my experience. This company is dishonest, manager's don't return calls, you are put on hold constantly and made to wait and then transferred to someone else and the calls are dropped and then you're told someone will call you back and they don't and you have to start over from scratch with someone else who can't find the name of who you talked to even though you tell them who it was...this was my experience with customer service. Workers I dealt with did not know English and trying to converse with the managers and customer service and them was disastrous as noted above. Installers came in the wrong order. I had carpet, laminate, and ceramic tile. I was told the first day when workers came over that my job shouldn't have been scheduled as it was as far as the order of work and had to be rescheduled. This was just the first of so many things that didn't work out right and hours of aggravation on the phone with customer service people and managers whose names were supposedly not recorded or even working there when I tried to contact them later. Between the salesman and the installation manager, the two of them could not get anything right. This company just blew my mind with all of the arrogance, nastiness from the installation coordinator whose name now is supposedly unrecognizable when attempting to contact him. He was so bitter and angry when having to talk to me and treated me like I was stupid and worth nothing. I was so glad to be able to stop discussions and all forms of contact with this lousy business where no one was ever accountable for anything. So now, a year later and one of the laminate boards has separated about 1/4" so far, apparently from not being put down correctly. Already today I spent over an hour trying to get in touch with the original installation manager who no one can find on any of the paperwork or phone records. They act he never existed. I've been put on hold and redirected and told twice I would receive a phone call within minutes but no one ever called me back. Also, when they reattached my baseboard, one of the sections was evidently put on with Crazy Glue which has now oozed out and looks brown and nasty and the board is crooked and loose. Other pieces around the home were not cut or put on evenly spaced and are also crooked. I refrained a year ago from complaining about this company, but I'm not holding back this time. I'm going to make it my mission to let as many people know from my first-hand experience that they do NOT want to deal with this company. It's not surprising one bit the number of complaints this company continues to rack up. Use anyone but Empire Flooring where no one wants to help. Don't be fooled into thinking by a nice speaking salesperson that all will be wonderful. A couple hours later and I'm still waiting for my within five minutes call back.

I have been waiting for Empire to properly complete my floors I feel like since I paid in full I am being ignored. The owner of my cottage is horrified to see my bedroom wood flooring is different than the other rooms which I did not asked for. This is very upsetting daily knowing that I payed 3000 for a half done floor. Still waiting! the coordinator came out and I feel he was more interested in protecting his employee he showed no real concern of my situation and havent heard from him since my whole experience has been awful from the very begining. I wanted to take advantage if the sale I ended up paying 3000 for my tiny cottage I asked the rep to check on that havent heard anything and it needs to be resolved immediately, someone please help me so I can move on from this painful experience.

My nightmare started May 31, 2018. On the day of the installation there was only 1 person installing the carpet for the first 4 hours. The installer didn't move the furniture out of my bedrooms, he worked around it. It looks like he may have torn the carpet and tried to glue it down. My son also told me the guy left a ton of cigarette buds in my flower bed, we aren't smokers.

The installer only had enough carpet for 3 out of 4 bedrooms, so he told me that Empire would call me about another installation date. My fourth bedroom was finally installed in August of 2018. Empire called me numerous times to reschedule, because they had to order more carpet.

I still haven't been contacted by a Memphis Area Empire Rep even though the last installer told me someone would call me. It feels like I am walking on concrete, and my carpet isn't a year old. The pad was supposed to be 6lb 7/16 Rebound, but it's apparent they didn't install the right thing. My total for 4 small bedrooms was over $3k.

In 2014 I had your company install Acacia Engineered Hardwood flooring in my condo to the tune of $8960.00. I had to have you come back on 11/25/2014 and level the floor properly when if began to buckle. Today the flooring is cracking & splitting for the same reason. My once beautiful floor is getting worse by the day and I need you to make this situation right.

I have used Empire a few times prior to this flooring being installed and never had any issues till now.

Gail Walter
Contract # 008FADL657

Empire today had a contractor come to my home on 3/7/19 per my request. Mr. Barton came in & was attentive & explained everything to the best of his knowledge. We didn't know if this was the best route for us & told him we'd get back with him.h HE SUGESTED WE GIVE HIM $50 & IF WE DECLINED W/IN 48 HOURS WE'D GET OUR MONEY BACK. After contacting Mr. Barton on 3/11 he stated he would come out to my home on 3/13 to get me approved for financing unless "I wanted him to complete the contracts & he sign my name." I disagreed with him signing my name & suggested that he just come back to my home. Mr. Barton stated he'd be to my home on 3/13 after 6p.m.. He NEVER showed up. On 3/14 I called the customer service number & requested a new rep to come to my home. The customer service rep Daisy assured me that someone would contact me with the details & a new rep would be sent to my home. I went round & round via email w/ an" office manager" Mr .Tuohy just to be told that he continually called me (no one called me ) & that he would direct me to a "manager." I ended up calling the customer service number back after work to tell them of there horrible practices just to be transferred to 3 different reps. At this point I was over it & tired of telling the same story just to keep being transferred. I was offered $100 off "for my time, " which I declined. I was then told they would give me $500 off after trying to get me to see it their way. I told them I don't want to do business with a company like this & will find someone better suited & customer service oriented if I'm going to spend almost $4000.I asked for my $50 deposit back since they dropped the ball & they told me "no". This company is a joke, their people skills are mediocre at best & all they care about is signing a contract. BEWARE! #lessonleared

Had appointment for carpet install; installer noted product was damaged & not installing it. Sales person was notified; I was directed to customer support. Rescheduled for next day install; unfortunately work scheduling did not permit 2 days in a row to be at home for install. I advised that I could be there after 1pm. Customer support line said 50/50 no guarantee that will be arranged, sales person texted back & confirmed done deal; appointment scheduled after 1pm next day. The day of install, received automated call for morning install; forwarded to sales person, no response. Received call from different installers than day prior said they are on way & be at address in 15 min. Call came in at 1045am! This has been extremely inconvenient, customer support is somewhat but not very helpful, sales person I feel had NO CONCERN over the situation but was full of excuses why he was unable to assist. Needless to say, I'm DONE with EMPIRE TODAY; "Tomorrow".

I installed $8800. hardwood floor with a 10 year warranty from Empire Today. They sent someone out because I had splitting in the wood within 3 years after install it is cracking. They sent a guy out to take pictures and notes. He took a picture of my thermostat in the house. I told him I just turned off to clean vent nothing thinking anything else can you believe they denied my claim because my thermastat said 70 and temperature in house was 73. They said inconsistency of temperature is why they denied it. These big companies cheat the little guys gets your money and no warranty after they said I have 10 years. The guys who started the job I had to yell at them to get him out of my home after several incidents. I turned off because my time is also valueable! I stayed home while I waited for the inspector so I took advanage to clean house so I was cleaning my HVAC area so I turned off to vacuum and change filter not realizing he takes a picture but just minutes early to me everything under house looked good. I am a realtor and will make sure your name never comes up for a recommendation. I was told a warranty BULL CRAP! Have filed a complaint and is considering sueing because you know you were wrong. I want it repaired. You have photos.

Approx 1 year ago I purchased over $2, 000 of vinyl flooring from empire. I called on 12/19 to report a crack had developed in my kitchen flooring. They scheduled an inspection for 1/10/19 and called me that morning to say a rep would be there sometime that day. No show, No call, No explanation. wasted day. Inspection was finally completed on1/14. On 1/31 they were scheduled to do a repair to cut out a 2' x 3' section and seam in a replacement. They called day before and cancelled. Rescheduled for 2/5. Installer arrived but said they were going to replace the entire floor not do a repair. We had to move everything out of the kitchen and when they brought up the roll of vinyl it was the wrong pattern. Definitely not the pattern I chose for the original install. After all of the wasted time, calls and wasted days to get to this point I didn't want to wait another month to get this behind me. I told them to install the vinyl. My issues with this purchase/installation:Took from 12/19/18to 2/5/19 to get the wrong pattern installed. Because they installed the new vinyl over the old the door sash was raised and the door would not close. I had to purchase and install a new lower sash. Working in my carport to cut the vinyl several parking lights were stepped on and broken. Only a x-mas light string but an inconvenient time to replace. The vinyl roll was identified with another customers name, city and job number.
Empire called to check on the job and I expressed my displeasure with the entire deal. They said they would have someone call me to try and resolve. After a week had gone by with no call I called and spoke to a customer service rep who gave me a claim # 3-[protected] and said someone would call me. When they did I related my story and after a long hold I was offered $149. for my time and trouble. I told him to donate it to someone as it certainly wasn't enough to compensate me for my time, aggravation, multiple phone calls and inconvenience. This offer was less than 7% of the money I spent with Empire. A more substantial offer or even a discount on future work should have been made but wasn't. His attitude seemed to be "well we got your money" He was right they got the $2000 but they won't get any more and I will also keep them informed of the money I spend with their competitors in the future.

I called the customer service number one week ago on february 5th and spoke with someone named "liz" who said she would have someone contact me regarding complaints on my installation. I called back today and spoke with "jasmin" who said there were no notations of my call. I have been waiting all this time to hear back from someone to schedule a recheck. This is unacceptable customer service.

The subcontractor showed up 4 hours latenon day of install and when addressed he walked out and left. They sent another contractor to my home on Saturday and he was not prepared with product for the job as he said he had no idea I needed the sub floor replace but that was the whole reason I was have the flooring replaced. I took and tire day of work on Friday and nothing was completed.
I will never use them again.

I had tile floors in 3 rooms, they put ceramic tiles in my guest bathroom. Two installers were Spanish and while one gentleman did not speak a word of English and the second spoke very limited English. Without my knowledge they removed the toilet to place tile under but implored me to go to a hardware store and get another base ring to beable to put it back. I questioned the two rings and asked for a plumber to come and verify their work but since I didn't speak Spanish and they didn't speak English I could not talk or question them. Well all in all after a November 30th installation and after waiting a month for them to come back and repair a loose tile I said to them about the toilet another Spanish man came and fixed the tiles but told me that he wasn't told about the toilet issue and said we'd have to place another claim? After two months of waiting for this to be rectified and not being able to use my bathroom and with nothing done I called again today and was more or less rudely dismissed and told to hire my own plumber and submit it to the claims department and that they would only cover a $150 part of it? The average plumber charges $175 a hour and to replace or even fix it would seemingly take 3 hours. Come now "you" broke it so fix it what's so hard to comprehend?