EmpireTodayReviews 255

So the flooring was finally installed, mind you not what I had ordered and not when it was promised. But I had to move the tenant back in literally at any cost so that's the way it was. The installers were the only positive thing during this horrid debacle. They were A) Nice B) Didn't try to scam me for more $ C) Did a good job and cleaned up after themselves.

So in the final analysis if costs are your primary concern then Empire-Today is probably going to be a top contender for your project. But just be forewarned there's a strong chance it won't be what you ordered, won't be done in the time frame promised and you won't have any recourse for lost wages as happened with me for their own ineptitude on running a business.

I've received a couple of follow up calls from Empire-Today about my review here as well as the Better Business Bureau expressing their concern over my review and such. And has been the case since day one I've returned their calls to met with the familiar 'we're concerned with your being a happy customer' and;'w e want to address your issues' but all it is is an endless game of voice mails and phone tag.

I will say it the only way I know, Do Not Do Business With Empire-Today. Save yourself the frustration, disappointment and lost wages/work hours.

Its been 2 and 1/2 months and Empire still has not processed the refund request I made despite my following up many times. Each person I have worked with has tried but something always happened to close the case. I canceled the order 5 minutes after the sales person electronically processed my check. We had a disagreement over the terms of the installation and I had her cancel the order but the check had gone through. They owe me $3500 and I was a repeat customer. Stay away or at least pay by card so you can cancel.

I recently bought laminate and carpeting for my home. When the laminate job (job was 356 sq ft) was done there were some issues and it took me 3 months and many phone calls (due to no one returning calls, appointments being cancelled or no one showing up at the appointment time) to get the problem fixed. Ultimately things FINALLY got settled to my satisfaction. I feel this is not a good way to run a business and I will NEVER be back as a customer as well as several people that were considering using them for their carpet/flooring needs.

Had spent a great deal of money to carpet living room, hallway, 3 bedrooms, tile put in 2 full baths, and a laminate floor in the kitchen. 2 years later we noticed a couple of areas on the laminate floor that looked to be separating. A call to Empire to find out what could be done, if anything. Wasn't sure what the warranty was. The lady took our information and said we would get a call back, 1st disappointment, 2 weeks and additional phone calls with being told each time there would be a return call. 2nd disappointment a "person" came out discussed the floor as to how it was cleaned, explained to him that the installers told us NOT to use chemicals or lots of water. Showed the "person" the Spin Mop that was used to mop the flooring. The"person" said oh you should use a Swiffer Mop! To us that would have been way more liquid on the floor as well as chemicals! The "person" said he would take the information back to the office and they would call us, but he felt there wouldn't be anything done as it was out of warranty. Sure enough we got a return call the next day saying it was on the report that "an excessive amount of water was used on the flooring. This "person" lied straight up! We cannot ever do business with a company that has their workers lie! I'm old enough to follow directions as well how to mop a floor and respect money spent to have a nice home! Never will they be considered again or referred to anyone!

SO... finally I was able to replace my old carpet on my stairs and hallway. Sales person who came out was great no issue. Came day of install and Empire Customer Services calls me 3 times to see if the installer has shown up or called. Which I replied each time no and they seemed confused to where he was. After them trying to get a hold of him all day, he finally calls. They show up finally and it was late in the day so they seemed rushed. Flew through the job and made a mess for me to clean up. After they were done they basically flew out the door before I had a chance to check everything out. Then I knew why. They had destroyed my brand new trim along my stairs and hallway. Big chunks gauged out and deep scratches everywhere, all the way up the stairs and hallway. They also did not lay any transition strips leading into the other rooms so I can literally peel the carpet up. The side of the stair shows the wood beneath and the carpet fibers because they did not wrap the stair. I paid all this money because I thought I was going to get a beautiful job and now I have to sand and paint trim with new carpet already laid. I am so disappointed I have to invest more money to fix their mistakes. I called and no one has returned my calls. Wish I would have never done this. Worst experience and so unprofessional.

I used Empire for my whole house, I am now needing a couple extra boxes because I'm doing a kitchen remodel and then insist a sales person needs to come out and do extra measurements and sell me an install! I can't even buy a couple boxes to complete my kitchen under the fridge because I'm just moving some appliances... and customer service forced me to make an appt. I then gave them all the info and now they are telling me they can't schedule an appt more than two weeks out for the estimate. They are holding me hostage because they carry my tile! Completely unethical and unprofessional... NEVER USE EMPIRE, EVER!

Please do not use Empire horrible nightmare. It started with the installation had to have living room redone bc you could see the division lines was not laid as one piece. On the install 2 no show appoint. Had to have 5 repairs done. JBathroom floor was splitting apart. Transition pieces kept lifting. It has been 10mos and still fighting to get repair. Today was our 4th no show repair for this last opended ticket. We have over 15 opened, numerous calls not returned. I have contacted General managers, sales, corporate offices. People to mention so far are Donna Martin, her general manager and Laura Lopez in corporate. The carpet under my transitions pieces is constantly coming out. Please do not bring this stress on yourself. They have the worst customer service I have ever experienced in my entire life. Stay away and run!

We had Empire out to install flooring and carpet in my father in laws house. The first install for the LVT tile went fairly smooth but after that things went down hill fast. The carpet installers did a terrible job and ruined the carpet. They missed a whole section because they did not measure correctly. They also managed to raise a piece of the lvt tile after installing the carpet which was laid just a week earlier. There was literally no carpet left afterwards and you could see two seems in a 4ft section that was right in main walk way. They also had multiple sections were you can actually see the sub-floor and not carpet. The installers left the place a disaster with staples and metal shaving all over. Quite frankly I wouldn't have minded cleaning up the mess if it was actually installed correctly but it only adds to the total dissatisfaction when it was installed wrong and they did not clean up. I have contacted sales rep and also customer support. Everyone said they would call back but know one has called. We also were asked to email photos of the job so they could come up with a plan although again no one has called. This is the first company that I have had to deal with that wants the customer to take pictures and document the issues. Normally a good company would come out and assess the issues to come up with a plan but Empire must think that there customers should do the documentation for them instead of them actually doing there job of a reputable company. My father in law is also elderly and has mobility issues because of a stroke so I am appalled that they would treat senior citizens this way. The installers either don't care about the job they do or they don't actually know how to install carpet. Either way it is unacceptable.

We purchased 4 rooms of flooring and blinds for one room. They installed 2 rooms of flooring first and even after seeing the width of our baseboards, cut the flooring too short. It took a couple of weeks and several phone calls to get them to come back and fix the floors. The second two floors went in fine. Now the blinds are a problem. First they can't find our order and again after several phone calls and being promised a phone call back - still no idea where or when we will get our blinds. We ordered the blinds a month ago. Will never use Empire again.

First of all, I used Empire today to put carpet in my house, 3 rooms, stairs and a hallway. The installer could not get the seam in the carpet to go away, after having to reorder carpet and 3 tries i ask them to send someone else to complete the job which they did. When the new installers came out to look at the job, that was not the only thing they found wrong. They had to take up 2 rooms of carpet and redo the stairs.the stairs was installed wrong, but in the end after all this i was satisfied with the end result.so when i need blinds i decided to try them again, wrong idea, another mess. Long story short, they lost a customer over 25.00. NO I would not recommend.

Initially, I was somewhat pleased with my experience. I'd replaced the carpet in my entire house and had wood floor laminates installed. No issue with initial scheduling. Paid for my pending service upfront, as well as, took a day off work for them to complete a two-day project. When my laminate floors were installed, they did not bring enough materials to complete the job. The installer was very apologetic and guaranteed I would be first to complete the job the next Saturday. As a result, I'd scheduled some appointments for the afternoon to allow them time to complete the job that morning. I'd received a call around 8:00 AM that they were on the way and would arrive within two hours between 8:30 AM and 10:30 AM. Well after me making four calls, finally on the fourth call now 1:50PM, I'd learned that the installers who were to complete a paid job decided not to come to me first to complete an installation that should have been completed last week. They did not call to notify me of a change in my appointment nor apparently, did they care that I had other commitments for the afternoon. Also, tried to email my salesman Howard Naylor but to no avail. This is totally unacceptable! Very, very poor customer service! I guess they have my money so customer service goes out the window. A very unhappy customer!

The entire transaction with Empire has been a big bate and switch. The reason we chose to go with Empire instead of Lowes was because empire was because on August 2 empire stated they could install by August 9. Lowes had a three with week waiting list. On August 8 at 4:50 PM I received a call from Empire stating our order had not come in on the truck and therefore we would have to reschedule installation. On August 22 the installation occurred. I was absent and when I returned home, I realized the product they had installed is not the product that I had purchased. My wife had taken photographs during the installation and upon viewing the photographs I realized the underlayment pad we purchased had not been laid beneath the laminate flooring only the vapor barrier.

I erroneously trusted the salesman as a "flooring expert" therefore, I was sold the wrong product. After I had entered into a contract with Empire, I found out laminate should NEVER go in a bathroom. Their salesman had told me laminate would not only resist water but is also scratch resistant and made with the same compound used by NASA. Well it's neither water nor scratch resistant and I have pets. I am grateful the installer (WHO IS NOT AN EMPIRE EMPLOYEE) was honest enough to let me know he would not install laminate in a bathroom since it would damage immediately with ANY moisture. I spoke to a GM who told me they would install a floor suitable to my needs & absorb the additional costs acknowledging their mistake, however, it wouldn't be installed until next week. I had taken off work for this install. My home is in total disarray & not safely habitable since project had been started. Furniture is blocking hallway, dressers are emptied, cement poured on floors, etc. How are we expected to live in this mess & keep missing time from work?
When I told GM I could not wait until next week he told me to feel free to hire another contractor. That's a great & easy way out of this mess for them, meanwhile, we would have to wait another 3 weeks to be put on another company's work list.

BEWARE OF THEIR SCHEDULING ISSUES! I was told my floor did not arrive from manufacturer so my install would be postponed. Never received the promised call back with new install date, however, their automated system kept calling me to confirm scheduled install. I called customer service and was "disconnected." I called again & was told installer was headed to my home. By this time I had resumed other plans & had not emptied the rooms. When installer showed up, the floor was a different color than depicted on the sample. They have no conception of the time, lost wages & inconvenience we as customers are put through due to their mistakes.

The sales person came in a timely fashion and did the measuring. We then looked at the sample books and found a matching wood that was the same color that we already had.

He gave me a verbal estimate. I asked for a written estimate, and the rep said they don't do those. I told him that I was uncomfortable with only a verbal quote.

I then asked for his business card, and he stated that he didn't have any.

For such a large company, they did not represent themselves like the professional company that we see advertising on television.

If you are serious about flooring, LOOK ELSEWHERE! This place scheduled flooring to be installed and when they showed up said they could not do the job because a desk was in the room. They then tried to reschedule, but I had taken vacation for the install. I demanded my money back and so far nothing.

I ended up installing floor myself in half the room and easily moving the desk (myself) onto the new flooring to continue.

Go to the pros and get the job done right. A huge waste of my time.

I would also give them ZERO stars but was not allowed. Go to Buddies or Lowes.

Had used Empire in the past for our own home without an issue so when we wanted to put in hardwood floors for one of our rooms in our B&B we called for an estimate. We chose hardwood flooring and set an installation date for 1 month from date of contract. On the morning of installation they called and said they couldn't install the flooring we wanted on concrete. Not sure why since we had other wood flooring installed on concrete. It took them a month to discover this, but we agreed to go with manufactured hardwood which we expected based on the estimates that we got to be a significant savings. We never signed a new contract and when I requested an invoice after installation we received a phone quote for a new amount due which was only $635 cheaper. We then received a text message with a photo of the change order and that amount was $1286 cheaper which was more to what we expected. We were then sent an invoice with no change order information, just a single line which indicated we owed the amount given us over the phone. We tried for a month to get a corrected change order or some indication as to the difference in price and were threatened with collections. As a small business owner we can't afford that so we paid the amount they said was due even though it was in conflict with the paperwork we had. As a side note, we contracted for Net 30 days to pay from installation and on the day of installation after the installation was complete we were told that we hadn't been approved and had to pay up front which we refused since they had a month to alert us that we hadn't been approved. Additionally, we will be contacting them for repairs since the floor now creaks after just one month in place. Overall we will NEVER use them again and buyer beware.

Service and installation was great. The carpet is not holding up, I had this installed in April of 2016. I had carpet in my lvg area, 3 bedroom and den plus some wood flooring It cost quite a bit.
When I called about a year ago about it not holding up. They informed me the installation was covered by a warranty but not the carpet. My last carpet lasted 15 years and I don't think this will last another year. I can't believe you can pass this quality on to the customer. Perhaps your sales agent should of told me it was only going last a couple of years. No star on this one. Bonnie Busbee *******677