EmpireTodayReviews 255

Their workers are not professionals at all, one main guy and some kids joking around the entire time. They damaged a piece of furniture of mine and the company only offered $50 after I invested over 13k on flooring. Never giving them my business again.

Terrible install, terrible service. 3 installers arrived, did zero dust control for demo so our HVAC system took in the dust from the tile demo. The 3 installers didn't speak any English so trying to relay or concerns was IMPOSSIBLE, floors were installed on 9/27/21 and are already buckling, peeling, edging falling off, damage to walls and baseboards. Not to mention the damage the installers did to our furniture when they moved it. We've tried to call customer service and get tossed around never resolving the issue. I've been hung up on multiple times and when I do finally talk to someone they tell me they are adding notes to my "file" then proceed to give me a different person to contact via email and or phone. So I call and email this new contact person and it goes straight to voicemail or disconnects the call. I've emailed, no response. This is ridiculous. 12k for vinyl plank floors and we can't even put our furniture back in our house! Do not use this company they don't care about anything but the money and will not resolve their crappy installation.

Gave a good faith deposit in check form 2 plus weeks prior to install, sales man said they could install the day if i wanted, my guess is he doesn't paid until completion, but i wanted to move some thing out of the way 1st, day of scheduled install arrives heard from no one, called rep, shock no answer, so sent a follow up text, finally received an answer now the finger pointing/ blame game begins. The usual i don't understand why they haven't called to say what time they will be there, off we go, the manager calls saying the we're finishing up another job from. Few days ago, will be there in a several hours now it's several hours, text the salesman again now it's there only going to demo today no install, of course not the case originally,, let the stories continue, let them tear up everything & come back to install, a room so i could sleep somewhere, another shocker when they show they had no flooring with them, so basically they wanted to tear up every room in my home & come back when the flooring materials arrive, whenever that happens,, now im getting call from a manager & then the big boss with there let's save the deal stories aka lies, i ask for s refund the big boss say to bad it's past the date i explain i know per your manager & salesman no materials are in he lies again & to date no refund, just get ticket numbers nice way to treat seniors be aware they are awful had they been honest i would have been ok, i understand delays but not pitiful lies & being strung along & along go any place else great ads you'd think the would be reputable no it's let's tear up everything then they have to wait until we are done as they smile all the way to the bank with your monies

Omg, 4 tickets into customer service, emails to our local office and our local office "THE BOSTON OFFICE", HAS YET TO CALL US... HORRIBLE, HORRIBLE CSR. When the installers came, they didn't have enough planks. 2 different brands and started installing the wrong ones. I than called CSR, who of course is not in our state, and all they do is email and put in tickets of " escalation". 4 tickets and counting and I've heard " a call will be returned in or by 24hours". TOTALLY GHOSTED. LIARS Now I research how to get help and found this site. I FEEL LIKE AN IDIOT TO TRUST EMPIRE. ALL MY LIFE I LEARNED THEIR JINGLE ON T V. NOW I OWN A HOME AND THEY DISSAPOINTED ME. And I got no where with my sorry of an excuse sales agent. Just reopen my ticket already and finish what was promised.

It has been almost a month from 10/15/2021 and from day one they still have not fixed my vinyl planking on my stairs correctly that they screwed up on they have sent 3-4 different contractors and each one did something wrong with measurements or nailing in the planks which are interlocking and shouldn't be nailed in. I have nails that stick out I have a vinyl plank popped up and one the vinyl is torn and nobody answers the phone or they say they are coming don and don't.

8/8/2018 I WAS SCAMMED BY THE PERSON WHO GAVE THE ESTIMATE 2 CLOSETS AND 1 10X10 ROOM FOR LAMINANT AND 20X10 CARPET 3575. 00 WAS THE COST WHICH WAS WAY OVER PRICED THEN THE INSTALLERS CAME IN SCUFF UP THE MOLDINGS AND WALLS PLUS ALL THE CUTS AROUND THE DOOR JAMS WERE HORRIBLE EVEN OFFERED MY JAM SAW SAID THEY DID NOT NEED IT I RENOVATED THE WHOLE HOUSE EXCEPT WHAT THE DID WAS WORN OUT THAT'S WHY I LET THEM DO IT [BIG MISTAKE]THEN THEY HELPED THEM SELVES TO MY FRIG... YOU KNOW I LOOKED AT ALL THESE BAD REVIEWS TODAY FOR THE FIRST TIME BUT IF YOU CALL UP BBB THEY SAY WHAT A GREAT COMPANY THEY ARE BECAUSE COMPANIES LIKE THESE PAY BBB MONEY SO THEY TAKE UP FOR THEM AND TAKE THERE SIDE BUT IF YOU DON'T PAY BBB YOUR A BAD COMPANY UNTIL YOU GET ON THERE PAY ROLL ALSO I REFUSED TO PAY THE CHARGED AND PUT UNDER DISPUTE AND SOME HOW THEY PUT THE CHARGE BACK IN WITHOUT LOOKING AT THE TERRIBLE JOB THEY DID AND RUINED MY GREAT CREDIT... GO FIGURE

We had them install our kitchen floor in March 2021. The deal they had was buy one room get another room for $50. Of course that did not work. Our salesman said the floor we picked was such high quality that it did not qualify for the promotion. He lied. After the floor was installed we realized how cheap the material was. 6 months later is is cracking, coming loose and popping up. I have been trying for 2 months to get Empire today to come out and repair the floor, but keep getting the run around, which I should have expected since I got such poor service when they put it in. First the flooring did not come in until several weeks after they said it would come in. They did not show up to do the job for the first and 2nd appointments we had with them. We had to keep calling and calling and calling to get them out to install the floor. This is AFTER we had paid them the money. They did so bad with the first initial install that we asked for some of the money back. I mean it was a bad job. Now we cannot get them to fix their bad job. They will not schedule a date to come out and repair their bad job. It is unreal. Never use these people again. When we put new flooring in the formal living room we used Floor and Decor and they did great, and for less money.

2 stars but 1-1/2 is more accurate. They were prompt and the floors look pretty good.
However, they caused an outrageous amount of damage to my drywall, baseboards, and cabinets. I expected to have to do some paint touchups but I need actual professional REPAIRS. I am still finding damage a week later. I am sick about it.
The install supervisor was at my house fewer than 10 minutes before leaving for the day, leaving 3 installers who were non-English speaking and with whom I could not communicate. They left in a hot hurry when they were finished and now I know why. I very much regret hiring this company.

They did everything! Removed all old floorings, furniture, put down new, as requested, cleaned up everything, moved back my furniture and it looked outstanding! Thank you Empire Today!

Was a loyal client - Don't waste your time... Spoke to a supervisor after first appointment was missed, he stated they would be there/here at 8:00 a.m. the next day - discount - etc. No Show

I had my flooring installed on Oct 6. The installers did an outstanding job. I was very impressed by their quality of work. They showed me a few issues, but they took care of those with no problems. I would recommend this particular crew for any job. Thanks Guys.

Now on to my honest opinion of dealing with the Hampton Roads branch of Empire as a whole. It was a very unpleasant experience. The flooring I have is 5/8" in thickness, I didn't find out until the first set of installers (25 Sep) informed me that ¼" thick flooring was all they brought. After some phone calls, I was told Empire only uses ¼" flooring. Had I known this from the beginning, I would have contracted another company that could provide what I have in place.

The person that sold me the flooring, said "if you have any issues" give me a call. The Saturday of my installation (25 Sep) I called, no answer, I had other Empire employees call and leave voice messages to contact me. Still haven't heard from that person to this date. I'm not going to put names out, but they know who they are. With my experience from this Empire branch, I couldn't or wouldn't recommend them to anyone. I'll choice someone different when it's time to replace my upstairs carpets. I want to say something else, but I'll keep it professional.

I had LVP installed in my new home. Unfortunately, there is a lot of flexing in my kitchen, hallways, and living room. I just opened my third ticket with customer service but having an impossible time hearing back from anyone to get this problem resolved.

*******@gmail.com

I had Empire come out and give me a quote. We finally agreed with a price so I called my sales rep and told her that we wanted to set up an appointment to sign the contract. Well she canceled and told us that she would let us know when we can reschedule. One week later we did not hear from her. We text and and ask if we can go ahead and schedule a day to sign the contract. Again no call or text. I finally called her and told her that we would like to get a call back. Well she text and said that she would not be able to set anything up for another 2 weeks and we are welcomed to go somewhere else. I called empire direct and complained and after being on hold for 56 minutes they told me that they will assign someone else and they will call me and that it would take 24 hours to hear from someone. 24 hours later no one has called. I am very frustrated I have never had such rude and unprofessional people. So I decided to look them up on this site and OMG. I actually am very lucky that they never called me back. I now am going somewhere else to have my floors done. I thank you all for posting your experiences! So sorry that you all had bad luck with Empire.

This company is the reason why there's the saying "shop local." BEWARE OF THEIR SCAMS!
Idk where to start but basically- there's absolutely no communication between the salesman and the installers. The installers came out 5 days ago to remove all of our carpet. The bottom level was trickier (which I'll get into later.) But it's 5 days later- and they were supposed to come out today to complete. LOL
At the last minute- we aren't on their schedule so we got dropped.
They left nails sticking out on the baseboards in one room (as someone else said) and DO NOT even consider financing with them if you already have a Wells Fargo acct. They've already added themselves to my checking and savings acct. They were even able to go into my settings and change my info around to my husbands email and phone number (not a huge deal but I really don't want my messages going to his email).
The bottom level had carpet over laminate already. We wanted the carpet pulled out and new laminate put over it, then smoothed in together. They wanted to leave the old border (around carpet) and not run it together. Salesman didn't tell them what we wanted.
Now we're stuck with a large outline around our floor that looks terrible. Customer service number is non-existent as far as helping anyone.
Fingers crossed that this lasts over 30 days. Acc'd to the contract- we won't have to pay the almost $9,000 if it's not complete by then

Don't pay them until you are 100 percent satisfied. I hired them to install LVP in four rooms in my house and the only room that looks nice is the bathroom. The hallway looks like $#*! and it has glue is on several planks, not sure why they need glue. The planks won't lock in some places I can place my foot on them and they lift up. They won't return my calls and they have my money. They have over 1333 bad reviews on BBB website. I should have research just a little more and I wouldn't have hired they.

Hernan Rosa's came and gave an estimate for carpet after a major flood. He gave me several different prices on what all look very similar in carpet. I told him the carpet I like and the price range I was willing to pay. He told me the carpet I wanted was out of my price range and I should choose a cheaper carpet. I told him I would choose another company. He said let him call his supervisor whom I never heard him speak to but he came back and said I am in luck and gave me a price around $2500. I then told him I had a tax exempt form. He ask why did I not tell him that in the beginning? He also asked was the insurance paying or was we paying out of pocket? It should not matter when you are doing the right thing. I emailed the tax exempt paperwork and the company refuse to remove the taxes from the 2500 because the sales rep wrote the 2500 with no taxes included. On the day of install I called the company to see if the update had been made and it had not so I had to reschedule. On the next install the price still had not been updated. So now two days of missed worked. I called customer service and spoke to Adrian a male who hung up om me after I told him to cancel the entire order. When I ask for his last name I was told he was the only one in the call center. I call the rep back and he act like there was a misunderstanding no I feel as if he was being deceiving. He said it not up to him there was a mistake. I told the company to cancel and offered me 50% of what I put down. When they can clearly see I have been doing my best to communicate with them. I do not recommend this company they make up prices and the customer service is horrible. I can go on and on about why you should not use empire.

Measuring person came out and took 3 hours to measure a small home, the price quote was double Home Depot and then the person never even called us back to see if we wanted to go ahead with the order. Beware, the 50% off sale is for junky vinyl flooring. Total waste of time & outrageous prices. Poor customer service.

If I could give zero stars, I would.
We hired Empire to install new carpet in our newly purchased home to replace the existing carpet. We met with the salesperson and made our selection, made the order, paid the deposit, and set an installation date. A couple of days later, we received a confirmation email for the date and time set. On the set date, we waited but the installers never arrived. No update, no contact, no show. We called that day to find out what had happened and were informed that we had cancelled the order (which we didn't) and yet they hadn't refunded us our deposit. They couldn't explain how or why it was cancelled. We had coordinated our movers around the carpet installation so as to make the carpet installation easy and reduce the chances of the move damaging the new carpet. The whole day was a waste. We were forced to re-schedule the installation and change our plans as a result of Empire's mistake. Despite their mistake, we were never called by a manager or given any discount or other compensation for the mistake. They never attempted to make it right.
For the rescheduled installation (10 days after our original install date), we were given a window of time during which the installers were to arrive. We arranged our own schedules accordingly. This was all for naught as the installers arrived 2 hours early without prior notice, requiring us to re-arrange our schedules on the fly. To make matters worse, they didn't have all of the carpet needed for our job and had to send one of the three installers back to get it. Lastly, the quality of the work was mediocre at best and they didn't vacuum the carpet after installation.

We will never hire these clowns again. Some companies are successful despite themselves.

Hire them at your own risk. You have been forewarned.

I started my flooring experience with Empire Today over a year ago. I've been lied to constantly, misdirected and ignored for the duration. I've been left adrift by two installation managers and forced to navigate the completion on my flooring by myself. The only time I've had clear communication was when I recieved an out of the blue call requesting payment that was already taken care of. Once that was issued was resolved the availability of my "team" quickly returned to spotty and/or nonexistent. I currently have half my house with only sub flooring exposed with no date of completion. I'm supposed to be ok with my house looking like a hoarder situation, with 3 school age kids forced to live in my living room with no access to their bedrooms and the majority of their clothes during the school year. The call center reps are not informed or very helpful unless you want a list of non working phone numbers. The customer ratings on their website are a joke or just plain lies. When calling the call center be prepared to wait anywhere from 45 minutes to an hour on hold. Then prepare to be stalled or just told "sorry" but whatever you do don't expect a resolution.

Install was scheduled for August 4,2021. I received a call advising trunk broke down and was rescheduled for August 5th. No-show and no call. Called numerous times and was finally rescheduled for Aug10th. No-show and no call.