EmpireTodayReviews 255

If i could give a zero, i would. Do yourself a favor and save money! We bought the midgrade carpet and in less than a year (8 months to be exact) it is matted and worn and looks like we have had it for 10 years.
Their extended warranty is terrible! Before they can make a warranty claim you have to have it professionally cleaned, out of your pocket, and they give you a stinking $100 back, not good when it cost $500+ to clean all the rooms.
Lowes carpet holds up so much better. Really, don't buy from Empire their carpet sucks!

First of all my sales person was rude and unprofessional! He never tried to recommend the correct flooring for the kitchen! He kept trying to increase the amount even though we had agreed on a price! The Day of installation was a complete nightmare! Only one installer arrived! Which i didn't understand because of the heavy china cabinet and appliances to be removed! Installer arrived with wrong flooring! I noticed it right away! Installer called customer service and explained issue to representative "Bell" representative said she will have sales person contact me! Which never happened! So the installer left without doing installation. I called Bell customer service representative again. She still said she will have sales representative to call me! When next week? Her attitude said it all that she really didn't give a damn! I than asked her why did they only send one installer when i was told by sales representative that there will be two. To remove china cabinet and appliances. Customer service representative told me i will need to remove everything! And have the gas disconnected from the stove! WHAT? First time I'm hearing these instructions! I couldn't believe what I was hearing! So at this point i realize I'm dealing with some unprofessional parasites! And I'm only going to get myself stressed out! So i called customer service and requested a refund! Now i have to wait and see if i received my money back without a fight! My Parents and myself and family members have used Empire for over 50 years! Without any issues! Until Now! My 90 year old Dad a few years ago paid empire over $20,000 to do flooring for his home! I'm completely done with empire! I wouldn't recommend empire to the animals at the Zoo! They're horrible and absolutely don't care about their customers! I'm sure the original Empire Owners sold the company to these unprofessional parasites! Which continuing using Empire Name! Which they should've forced the new owners to change the name of the business! Because previous customers still think they're dealing with the original owners. Which use to care about excellent customer service!

We called to request service, and an Empire Today's sales rep, Tracy Rutledge, came to our home on Thursday 8/4/2022. She inspected and measured the 2 rooms in need of new hardwood flooring as to their size and condition. Next, she committed to have the installation begin the next day, Friday 8/5/2022, and required a 25% deposit on the total estimate. On the strength of her commitment to that turnaround, and on her repeated statements as to Empire Today's fine reputation, we paid the deposit. The next day came and went, and the installation did not take place. Instead, via text, she rescheduled for Monday 8/8/2022. I expressed that if the work did not begin on Monday 8/8/2022, I would cancel the order. She texted her promise that the work would begin on Monday, 8/8/2022. On Monday, 8/8/2022, at 8:34 AM, I texted her that I had not heard from Empire Today installers and asked her to follow up. She did not respond until much later and only to say that she had been driving and unable to respond. At 9:47, Rashad --said to be an Empire Today manager-- called me to say that they had "f'd up", that their "product was damaged", and they could not do the job as contracted. I canceled the order on the spot and requested a full refund of my deposit.
He said he would facilitate that. I also emailed the completed cancelation request form to Empire Today (*******@empiretoday.com).
I must receive the full refund for the deposit I paid to Empire Today Tracy Rutledge.
It would be desirable to see this complaint reach Empire Today, to give them an opportunity to improve by eliminating misrepresentation of Empire Today's ability to deliver even on a small job in a timely manner as contracted. Empire Today should be more effective at following up with its customers.

Purchased hardwood floors and carpet. When they came to install the hardwood the installer asked if I was getting the dining room replaced as well as the living room. I told him no just the living room it them places the new floor next to my existing floor and they are not the same color. The sample that was showed to me during the consultation was a different color. The installer left and I called empire to explain what happen they were rude and told me that's what I chose. I told them the sample showed to me was different. I would never pick a flooring that was two different colors. They only have 3 hardwood floor options and none of them matches my current floor. After speaking with 3 different people they finally cancelled the order. The next day the carpet was supposed to be installed. The installers came very were professional. They asked for payment before they would start. I explained it was financed. He said he has to call to verify which he did but the contract amount was different from what they said I owed. The installer called empire and the representative was rude and disrespectful yelling at us. When I asked if she can break down the pricing for me she said it's in the contract and I explained the issue again about the price discrepancy. She said I have to pay or don't get the carpet installed. I refused to pay because I have a credit card from empire stating it was paid. I called customer service and having to explain to 3 different the same issue, they finally had me speak with Dee in corporate offices in Illinois. She was rude and made and snide comments. She finally apologized and tried to correct the issue but it was too late. I will not spend money with a company who can not provide basic customer service.

Feb 2022 price $15,000
We have had a horrible experience with empire!
The carpet was great, no issues. Now the floor was a whole different story. From the start they brought us the wrong flooring. We were supposed to have flooring that clicked together and very bearable. What they brought us was glue down vinyl (not bearable). They said there was nothing they could do. They sent Scott (project manager) over here. Telling us this is the best stuff out on the market. This flooring will never come up! We didn't have a choice they already laid 1/2 of it. They promise to come back to fix the scratched one (anything you put on the floor scratches it) also they promised to bring us transition from the floor to the tile. Never heard back. Repeated calling and voicemails. Today I am Cleaning the floor and see spaces in the the flooring. Come to find out they didn't glue the flooring down! We've called Scott the property manager and Empire. I'm waiting for a call back from a manager. We've been through this so many times. I would Never use again and tell everyone about this experience.

Horrible experience because floors were scheduled 7/11 then canceled & rescheduled for 7/12, rescheduled for 7/13, no show again. At 3:00 pm we canceled the entire job. It too bad because we were long time customers. But
No longer as of today.

This is the worst company to ever buy floors from
No customer service response no accountability for wrong material
We ordered hard wood floors lite oak 21/2 thick and carpet for the master bedroom. They removed all the old carpets and they found out they brought the wrong one, and they started to install the hard wood floods found out they were installing the wrong floors that was order, called customer service no response after no response the contractor said they would have to charge us to remove what they have installed, so we had no choice but to have them finished the job. Try to contact customer service after 3 weeks no response. I contacted Wells Fargo who Financed it they cannot get a hold of them either so they credit my account. Finally after getting in touch with customer service their excuse was they had no managers available to help me with this now I'm still fighting with empire floors never came to occlusion all they want to do is give me a discount for the work they done wrong.

I thought I would come share my experience with Empire. I had someone come out and quote my whole house having all the carpets removed and installing snap in luxury plank flooring installed. They gave me the quote and it was $1000 more than Home depot's quote but my husband felt like Empire was the better option. It was a very bad call. A local empire subcontractor came out to do the install. They ripped up all the carpets in the rooms and started laying the planks. My husband noticed half way through that one of the rooms when you first walk in our front door still had the carpet down and not ripped up. So he called me and said idk why but they didn't rip up the carpet in the front bedroom. So I called our sales guy and he said he would call the crew and ask how things were going and see why they had not ripped it out yet. He calls me back and says I have to look further into this and he was going to stop by our house. Come to find out he missed adding that room in the work order but would fix it. Then he calls his boss and calls back and says he left that off the quote but they would cut me a deal to have the front room done I would have to pay another $900. I responded with that's ridiculous. I don't want any of it then. Tell them to leave and the deal is off. He said that he wouldn't do that. What was in there already we would have to pay full price no matter what. So we let them finish up the work. I then went to order the rest of the planks needed to finish the front room which was only two more boxes bc he over quoted the amount of planks for the rest of the house. The subcontractor was pretty upset that they screwed up so bad that he left the rest of the planks for us to install. Come to find out these planks were discontinued a year prior to them selling them to us. I had to go on eBay and find someone selling leftovers from their home. I called empires corporate office and asked for a discount for the mix up. They laughed. I'm not kidding… laughed and hung up on me. I reporter Empire to the BBB to help warn others. I also wrote a review on their Google page, they of course deleted it. I learned a lesson. Do your research! Empire is a hoax!--

I would say they are not professional at all especially there work half-$#*! work crew no English barely able to communicate, wishing would have did more research before contracting there services I would suggest anyone reading this review look elsewhere

Contracted for plank flooring and a sound proof underlay, my son has disability and walks with a cane and it makes alot of noise. Never told that underlay would void warranty of planking. 2 time they came to install an sent one person who both times told me they could not move my washer and dryer. After i had called the first time to explain that it would take two people they are front loading and n pedestals. Both time they had no dolly either. I cancelled because i am not getting what i ordered. Empire is saying that i am getting the planking that i order and it has a backing that is rated for sound. That's great but still not what i ordered or want. After having to wait twice for them to come and do the job I'm done with them. They will not give me my deposit back even thought they have done no work and are not giving me what the contract states.

After being told i would not get my deposit back, i later received a call from corporate and they have refunded my deposit.

I had my entire house installed with Vinyl luxury Planks which looked very nice however, I have radiant heat underneath as well. When I asked the installers if a underlayment or vapor barrier needed to be installed underneath the flooring they said no and it can be installed directly on the slab because the plank had a built in layer. Boy were they wrong. If you have radiant heat, don't use empire with a floating floor it will cause an immense amount of damage and buckling. Once the 1 year warranty is up Empire will make you pay for any repairs of the damages. Terrible.

At the beginning of the pandemic I had this company come out and give me a quote and show me different samples of floors I got a very low quality replica of what I was showed it's also taken 3 years to get them to come out and still not take responsibility for the bubbled garbage that they put over my old linoleum they never even took up the old flooring the carpet they gave me was not as described when I picked it out I ended up with a shag carpet I was disgusted with the whole entire job that cost me almost $10,000 also I had numerous pieces of furniture damaged during the process and it was all new items that I had just bought from my new house I had to repaint two walls The company took no responsibility when they recently came out finally after numerous complaints they said because of the cleaning agent I would using which I was told to buy the way at the time the floors were put in to use this is why my floor is haven't held up and they look the way they look which is ridiculous because part of it is due to the fact that they never took up the old linoleum floor and check to make sure the floor was even before putting down the new floor not to mention that the quality of material used for this job is very lousy. They're all third-party workers through them so you never know who's showing up to your house how professional they're going to be or how careful they're going to be with your items keep these things in mind I should have done much more homework and looked at reviews before having this company come in but I thought because they had been in business for years that they would be reputable well they're completely the opposite stay far away from them if anything goes wrong they will not be quick to do anything for you whatsoever lesson learned for almost $10,000

We bought a house 7 months ago. We re-did all of our flooring other than our master bathroom, due to running out of funds. We are now going to do it because we had a leak in the bathroom and we are forced to do it with the help of insurance. After after weeks of trying to reach someone to get a few more boxes of the tile, we haven't been able to get anyone to call us back. We called again last week, and got a ticket number. They told us it would be 1-3 days to get a call back. At the end of day 3, I called back, only to be told that the ticket was sent to the wrong department, but that the right department would call back within 24 hours. I wasn't holding my breath, and I'm glad I didn't, because of course nobody called. I left another voicemail again today. My true inner "Karen" was screaming to get out. My next step is to lodge a formal complaint. We are dead in the water with the job until we get the tile we need.

Dont use them
They are scammers. #baitandswitch
The salesman quoted me a great price
We set up a day for install and even removed 85 % of the furnitire so it would be done in 1 day like we were told. And when the installers showed up the installers then told me that we couldnt use the tile that was ordered and it was now gonna cost 2,500 more for the correct tile. They said they would be back the next day. The next day comes around and its a new crew that had no clue what happened the day before.
Their 1 day job took 4 days... and and extra
$2 500 not to mention having all of our stuff shoved in the garage, the kitchen and the outside patio.

Beware of #empireflooring

Installers never show up and never responded to call from empire customer service representatives. And they have installer management systems. DO WASTE YOU MONEY. We spent $14,000 on flooring and they installers don't show!

Doing a basement remodel. Called empire as they said they had great deals for viynal plank flooring. Representative showed up and gave me a quote of $26,000 for viynal flooring. Other contractors quoted job from 8 to 10k. It was over 100 dollars per square foot. Again vinal plank. Ranges from 2.99 to top end 5.00 per square foot. Is this company out of there minds? Stay away dont waste your time. Total rip off.

We had a whole house installation in November 2021 and are very unhappy with the product and appearance of the flooring. We were told we would be getting engineered hardwood and there was very little wood on the bottom of each piece as well as the top of the planks looking like paper attached to the bottom "wood". When anything is dropped on floor and i mean not a heavy object it leaves a mark or scratch on the floor. This is definitely not the wood product they sold us to have it marked up so quickly. There is only two adults here so we don't beat up the flooring. We are very careful.
When the order was written up by the rep, there was nothing stated about what product or how much of it in each room we were receiving. Never received written receipt, it was online and very unclear. Had to call to ask for receipt which took some time to get. The installers were very good and professional.
We are very sorry we chose Empire to do our floors, quality was inferior and didn't look like what we saw in samples. Would definitely not recommend using them.