EmpireTodayReviews 255

Empire the king of empty promises. Buyer go anywhere for your flooring needs but NOT Empire! I had new flooring installed in April. The installers shot a nail through a water pipe in the wall. My wife and I went on a 2 month vacation and returned to a flooded house. On July 31 Empire installers removed the wet flooring discovered the nail hole from the base boards and advised me they would take care of the damage. They advised me there were no empire employees that did plumbing or water damage repair so I should use anyone I prefer and send the bill to them for reimbursement. I secured plumbers, mold remediation people, a paint and drywall vendor and completed the repairs. The Empire installers returned and reinstalled the wet flooring after repeated requests by me to install new flooring. I gave Empire daily updates with photos, invoices and details about the repairs. Nobody took ownership of my issue. I repeatedly called and each time was referred to someone new who knew nothing about my claim. I talked to several Empire people all who promised they would take care of the claim but I never heard from them again. This drug on for months. On August 26 I emailed the CEO and his assistant gave me a call. She had limited knowledge of the claim but expressed that the claim exceeded $5000 so they had to refer it to an insurance company. At this time there has been adequate time for reporting but I have not been contacted by anyone from an insurance company. Now the credit card bills have arrived for payment and have 29% interest growing daily. Nobody at Empire seems to care about resolving this simple claim. Just pay me for the damage you caused and we can move on. Now I am going to seek litigation and the cost will increase dramatically. I have spent months listening to empty promises and observed zero action to resolve this issue. I will tell everyone I encounter about the very poor service by Empire. This is totally unacceptable by any company. Buyer beware.

They are a horrible company. We were deceived, lied to and cheated by a crooked salesman, then have since been unable to get ANY satisfaction from three different alleged managers. Thier best offer to make things better, was to come out and undo what they did, and only charge us "at cost" to do it correctly! Please avoid them. Deal with Costco or Lowes, which is where we really wish we would have gone. Now we have a crap floor in our beautiful house - a once in our lifetime opportunity, but thanks to Empire we're screwed. No customer service whatsoever. Does the picture below look like laminate to you?

Buyer Beware. This is a dishonest company that is selling an inferior product. I paid $7,500 for carpeting that doesn't match the sample that I picked out. The installers were awful. They left a huge mess of carpet fibers all over my lawn, put heavy furniture back in the wrong places, walked on my new carpet with wet boots, and there are seams in the middle of rooms and the hallway. It looks like they used remnants instead of room size carpet rolls. Empire's customer service is awful. I have left dozens of messages and nobody calls me back. I bought the protection plan, which is useless since it is nearly impossible to communicate with a supervisor who could actually approve service. Do not use Empire Today, they are the worst.

I recently had vinyl plank flooring installed in my home by Empire Today, and while the installation process went smoothly, I was disappointed to discover an unexpected cost after the fact. The salesperson had promoted a comprehensive 5-year warranty as part of the package, but it turns out this coverage actually costs an additional 10% of the total price. This crucial detail was never disclosed during the sales presentation and only came to light when we made the final payment after the work was complete. This is unethical, and I hope they are investigated for doing this to their customers. If you are considering using Empire Today, DON'T, but if you do, demand to read the full contract with all the payment details BEFORE you sign anything with them. We trusted the salesperson and Empire, but we learned our lesson that they are never to be trusted.

The salesperson was very unprofessional. I did go with them as they stated no hidden costs. The day of installation they added on additional cost. Empire states it is in your contact. Refuse to refund me the hidden costs even though they stated no hidden costs. The service associates all had a phoney line but stating it was in your contact. I even contacted the CEO, he passed it down and told do not contact us again. Do not use them they are unethical and take advantage of senior citizens.

The salesman will take a check and disappear. The quality of the work is horrible. They're punctuality is horrific I've lost time from work waiting for them. It took four times for them to come out to fix the same problems and I'm still not happy with the work after paying $17,000 for four rooms do not use them

Install team barely spoke any English so communication was a challenge. They did a poor job blending the carpet with the already existing carpet. Left extensive damage to the baseboard trim. Did not properly put furniture back together after assuring me they would. Customer service rep who called the next day to check on the job was patronizing and condescending after I told her what the issues were. Overall the experience was terrible and I will never use Empire again

Never use Empire for your flooring needs. Had a salesman in, did a quick estimate, sold me on a beautiful color floor and I got excited. Guy showed up, left the old laminate on the floors (kitchen, bathroom and landing), put the new stuff down, had the wrong trim, had to come back. No big deal. Loved my floors until they started falling apart... less than 6 months after I had them. They tried to blame me, my cleaning products, my table, everything except themselves. They had to replace them all, another very poor install... fast forward another year, floors in bathroom literally pulling apart, kitchen major gapping and landing looks terrible. EMPIRE won't do anything, basically saying they have some unwritten 1year installation warranty (funny enough they never mentioned it before a couple weeks ago) and Corey Clark at the Cleveland/Pittsburgh Office isn't returning my emails. Oh also, they don't sell my flooring anymore and expect me to provide them with leftover planks to use for a repair, planks we were never given after our jobs... DO NOT USE THIS COMPANY FOR ANY REASON.
I am filing with the BBB this week.

Think more than twice before calling empire today. Their representatives are very well spoken and trained to convince people to fall into their ripped off! They offer ten year guarantee but do not believe them they're lying! I can show you pictures of the floor they replaced and you'll not believe it that the damage happened within 6 months of they having place their so called business carpet! It was off within six months! And I paid $5000! A total fraud! When I called them to use the warranty they were charging me $2250! That business should be out of the public they are professional robbers just alerting you before you fall into their trap! I hope you read this review before calling them. My advice NEVER CALL THEM! Run away from those stealers!

In Sept 2023, I had a problem with my Empire floor installed 2 years ago. EmpireToday had nothing to do with my problem, but I did want to get their help, because they were the pros and had done a great job back in Sept 2021. All I asked them to do was to please come repair a minor section of the floor, and I'd be glad to pay them for their service and didn't care about the 3 or 4 year guarantee. Found out that they have no time to repair floors nor provide service. Then I asked them to let me purchase a box of the same flooring so I could get someone else to install the needed planks. I'd have paid more than the box retail price if they had just followed through with selling me one. Two employees at 2 different times told me I could purchase a box... but when I called Michelle and/or Angel about buying the 1 box I need, my calls just went to voice mail and neither has called me back. At this point, I don't need them to call me back. I only want to purchase a box of the same planks they laid in my basement. Meanwhile, I've discovered that for Empire it's all about two things: selling floors and carpet, nothing more.
Judging from all these complaints herein, one would think they would have already made major changes in providing what customers desperately want: SERVICE & SATISFACTION! The only thing they could do for me was to come rip up the remaining planks from 2021 and install a new floor at a new and higher price. Pretty bad!
I'm an ardent capitalist! But the Empire folks are giving capitalism a very bad name, as evidenced by these unhappy customers who regaled us with their own bad experiences. Update yourselves and act like EmpireTODAY, not Yesterday!

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 only Swiffer, and got new feet and rollers for all our furniture - based on what we were told the warranty required.
A few months later I called because the floor edges were starting to pull up in a few spots. The person who led the install team came out and said there were NO on-site issues that would cause the problem and that they would have someone call to schedule a warranty repair. A rep called a while later and said it would cost $600 to repair because of 'site damage'. I said there was NO site damage - and I cited all the info above. I asked if they would escalate.
In May of 2022, they called to say a manager was going to come out and review the floors. I asked them to proceed but they never came out and I got preoccupied with my son's graduation, college prep, and my leukemia treatment and didn't call them back for another several months to check on things.
I have been arguing with them since. They WILL NOT send someone out to review the floors unless I pay upfront even though I have the active full warranty. The last thing I heard from them was that I could hire a house inspector to look at the floor and IF they said the floor issues were their fault then they would send someone out to review. It's been a total nightmare and now my floor is pulling up everywhere. Numerous people have said the floor was not properly handled by them prior to installation, causing the issue. We have throw rugs all over so that no one cuts their feet. It is causing us all significant stress and frustration to have spent all this money with a company that is supposedly reputable only to find out they are a FRAUD!

This company is nothing but a farce. After spending $*******.00 on so called "luxury vinyl plank" flooring plus an extra $1140.00 for a lifetime warranty to protect us if the floor had issues. Our floor started chipping in six months and when we called them for warranty repair, they said sorry, it is not covered due to moisture which the warranty clearly says it does cover. Then, a lot more chipping over a 16 square feet area. This time Empire Today said that is not covered due to of all things sunshine which is the most stupid excuse because that is absolutely ridiculous. Do you want to buy a floor that can never see the day? They are a SHAM company! STAY AWAY AND DON'T WASTE YOUR MONEY LIKE I DID!

I had them install $10K of LVP and they did not put any underlay down. They have been out twice and blamed it on chairs, me walking on the em, me cleaning them, subfloor issues and water. I paid to have my subfloor inspected and that showed zero issues. I had my foundation inspected and that showed zero issues. I finally had a floor company out and they removed some of the flooring to discover the installation issue. This company is dishonest and will simply steal your money. DO NOT USE THEM!

Empire Today came out on 8-10-23 to give us an estimate on new carpet. After salesman called his boss we all agreed at a price of $3000 total with an 8 lb pad. The salesman said he needed a deposit of $1048.80 which we provided via a check. It was agreed install would be on 8-16-23. Salesman never advised us we would lose our total deposit if cancel contract. When contract came via email, it was 12 pages and the total price listed was $4195.18 and after subtracting our provided deposit we would owe on day of install $3146.38. I called the salesman and pointed out the pad listed is wrong and the balance should be a total of $3000 not $3146.38. The salesman said a change order would be sent which we received but the same wrong pad and amount was still listed. I did not sign this change order nor did I send it back. On 8-16-23 the installer arrived with the wrong carpet and pad. We refused both, installer notified his boss and he left. We called salesman who never called us back. We spoke to a manager who advised their carpet samples don't always match what is delivered. He recalled that we wanted the 8 lb pad. 8-17-23 spoke with Empire corporate "Crystal" who we advised we were canceling our contract due to questionable practices of Empire and we wanted deposit back. Was told per page 10 of contract we will not get deposit back. She asked what she could do to make this right? We wanted our deposit. Was told if she was paying $3000 she would have read the contract and we should read contracts in the future. At first we said since you are keeping our deposit we have no choice but to go with empire and she'd send out a salesman. Then I called her back advising we refuse to be held hostage to Empire and we would see what we can do to file the appropriate complaints against Empire Today.

Had to cancel contract after spending time and money clearing rooms for crew that didn't show up.
Got the runaround after more than 10 calls to sales person, customer service and install manager.

I had Empire Today install laminated floors in my living room, dining room, kitchen and hallways. It's been two years June the flooring is already coming up in various places I called management told me that my warranty was up for one year and it will charge me $175.just to come out Pull products do not purchase the laminated floors

Everything seemed fine until the day of installation. Floor guys showed up, five hours late, with only enough hardwood for half of a room, tried changing the layout, and didn't bring plywood for the kitchen tile. So they say tomorrow and leave, customer service has no idea. So, one week later, another team of installers show up, also super late, and decide that the rooms the hardwood is being put, now need new plywood, despite the other installers ripping up the carpet and trying to proceed and the estimate guy saying the floor was good. They then tried to ransom us for another $2500 for more plywood and can't do anything because they also don'thave all the needed materials. They left transitions ripped out and bent, carpet cut up and pulled out in spots, and noone knows anything when contacting customer service. They tried bullying my wife into not canceling. We've had our entire first floor moved out in preparation for 3 weeks now, and have nothing done. Add the combined four days of missed work and upsetting our pets.

Salesman was fantastic on time, communicated, where it goes wrong is the installer shows up at 8am states he doesn't speak English rips out the old carpet in no time. I go outside to follow him to his truck & he brought the wrong color carpet and argues with me that I verified as he pulled up that it was the correct carpet. Which is false because I hadn't even seen it yet and when I spoke to him he said no English. They left with nails all over the stairs I had to make several calls for them to come back to at least put padding on to cover the nails. I called customer service they said they would be back with the correct carpet at this time it was 930 am they left me hanging all day no communication after that.I called 3 times throughout the day. It's 530 now & I'm left with no carpet on my stairs & no future appointment. No courtesy to respond on the current situation. Wasted my Saturday.

This company is just horrible. I had the worst experience I've ever had with a vendor. They don't return your calls, they continually and their installers do a terrible job. Run don't walk away. Find ANYONE else to work with. You get what you pay for. Its why the y are so cheap