EmpireTodayReviews 255

The pricing structure that Empire uses is convoluted. They do a lot of this is the price for the hardwoods, this is the price for the carpeting. We ordered the Ponderosa flooring and received Creole. We were told that it is the same product. It is not! Because of going back and forth over the flooring, our install was delayed a week and we had to live with our house torn up. We decided to cancel the carpet install because of the hardwood floor issues. We were told by our sales rep that we would be getting a refund for the carpet. We are not getting refund. Have been in contact with Empire and they said that there is no refund coming. HORRIBLE experience. DO NOT USE Empire!

Empire had a sale and we fell for it. We were installed to have the carpets done on 07/27/21 but still have not been done! We moved everything out like they stated. They called stating no installers. We have been rescheduled twice and still NOTHING.
DO NOT DO business with them!

I had been negotiating with empire for a month and finally got the price I wanted for the items discussed. This included a product called LUAN to level out the floors (a hard board of some type) so I signed the contract on Friday late afternoon. The sales rep said he would send me the amendment for the Luan. What I recieved was an amendment for carpeting which took the price back up to their original quote and NO LUAN. They claimed they cannot add the luan to the quote but that they will honor the deal - we all know if its not in writing it wont happen and i have no recourse. That Friday July 2nd i cancelled the agreement since it was not what we discussed or agreed to. I cancelled same day! On Saturday July 3 I called their customer service and spoke to Krystal at 9:52AM - 10:12AM, She accepted the cancellation and indicated I would receive a full refund. I called again on July 5 to confirm and spoke with Lisa at 11:09 AM - 11:24AM. She provided me with the two contract numbers that were being cancelled and we confirmed the refund amounts. To date I have only r4ecieved the smaller of the two refunds expected. I have made several calls to Empire and they keep claiming they have made both refunds and that its my bank holding everything up. I had a long talk with my bank today - I have large 6 figure deposits with them so they are unlikely to upset me or lie to me and we have known each other for many years. The bank claims Empire is lying. I have call logs (with more calls) - stay away from these people and deal locally

We had Grand Junction Aspen Luxury Vinyl Plank installed in living room & hallway. Great experience with sales & installers. Fast forward 3 years & we decided to gut our kitchen & now need about 100 sq. Ft. More product. I call them to see if they will sell it to me as a homeowner... NOPE... so I ask can you install it? Give them my zip code & no we don't install in that area anymore? What if I have a problem & need to have warranty work done? I guess I am screwed again. I now have to pay someone to rip up a great floor that my wife & I love & find something else to put down in its place... all over 100 sq. Ft. I thought customer service was making the customer happy? I WILL NEVER USE THIS COMPANY AGAIN! They don't stand behind the work & I bet the warranty is a joke too.

My experience with Empire Today was awful. 1st the salesman didn't recommend what would be the best floor in my home. 2nd I have problems with the laminate bubbling at the seams immediately after installation. The floor is still under warranty and empire wants to charge me around $2,000 to replace the floor in those areas. I'm still paying on the original warrantied installation. I've made a complaint with the Better Business Bureau and rhe local TV station. This has been going on for 10 months. The floor never looks clean and the corner rounds are separating. Do not hace empire today install your floors.

We purchased laminate flooring for our kitchen and scheduled installation. The day of installation we disconnected our propane stove and water to frig in preparation. We got a call a 9 am the day of installation saying they have no materials and need to reschedule. We rescheduled and three guys came and began installation only to run out of materials (boards and trim) leaving the floor unfinished. They said they'd be back in 1-2 days to complete and left. Since we never heard from them and have called Empire numerous times only to be told how sorry they were and would get to it. 7/2 I finally talked to a person who said she would schedule the completion. Put on hold for quite a while and finally scheduled the completion for Monday July 5 (yes a holiday which she said they don't have). We spent all day July 5th stuck at home waiting for Empire to arrive. They never called, came or emailed. I've never had such a difficult time. I also saw that the flooring behind the stove and under the counter was damaged with gouges in the wood, a saw cut across a board and a large penciled X across some boards. They clearly tried to finish the job using boards they had damaged. This is a company to stay away from or if you're set on using them don't pay them until it's completed. Clearly this company is on the verge of folding and people are going to get stuck with no product and no money.

First we have had carpet installed several times over the years and there is usually a minor issue that is easily fixed, that is not the case with Empire.

Sales person and customer service representative lied when they said all tac strips would be replaced, installation manager deferred to installers opinion, despite our assurances by two people.

Installers were horrible and argumentative, poor and uneven cuts, lousy finishing, disgusting seams everywhere, worst job I've ever seen, even left wholes where there is no padding. Damaged our furniture and ignored handling instructions.

Customer service ticket for problems went unanswered, unanswered, over a week later we called and the said nobody had even opened our ticket, we then got a call four days later.

When an inspector came out he was as bad as the installers, defending and deflecting, then he got down right insulting and when warned, continued and we had to ask him to leave.

Further call to customer service has gone un-returned. If not resolved a lawsuit will be filed and luckily I have not paid a cent yet, I'm sure the credit company will insist on their money, but they aren't getting it!

Too many issues across every level.

We had carpeting installed in the whole main floor. I called today to voice my concern regarding 2 issues. The customer service person was very professional, but an employee by the name of Dave called, listened to my concerns and actually hung up on me.

Details
When the old carpet was removed, I ask the installer if he could fix the squeaks in the floor. He said he would and asked me to show him the locations. From what I can hear, nothing was done.
The customer service person that I talked to today was very professional and helpful. Then Dave called. He stated that his employees do not address squeaks in floors (but evidently they say they will). As I continued to discuss the issue with Dave he spouted some sort of insincere goodbye and hung up on me.

I think the mention of past reviews that I had read was too much for the little guy.

There appear to be some professional in the organization, but make sure that everything you expect is part of a contract. You may not be able to trust all, even though you are led to believe otherwise.

The worst company I have ever dealt with. I was measured for a sunroom and kitchen. I decided to do the sunroom first and scheduled for two weeks out for the May 26,2021. I took off work; and waited for someone to call to give me an ETA. At approximately one pm no one had called nor shown up so I called. It was related me that they were "running behind schedule but someone would contact me between that time and 6 PM. Around 4 PM I received a call that they need to reschedule for the next day, Thursday. After negotiated a 10 percent discount I said OK, although I had to request an additional day off work. I asked to be be called at 8:00 AM because my time was very important. At 8:00 AM on Thursday, the 27th, someone called only to tell me that because of the weather they were behind and the earliest I can get my floor was June 10,2021. I completely lost it. Meanwhile I have missed 2 days of pay and still no flooring. I said to cancel the order. Meanwhile I waited to be reimbursed for my $400.00 deposit. Today, June 1, at 8:00 AM I received a call from Empire asking "WHY" I cancelled.? Before I get my refund. I have used Empire in the past and I have referred the company to family and Friends. But this is the "PITS." Never again. There are too many companies and private contractors waiting for work.

At first, sales associate was very nice and appeared knowledgeable. We decided to go with Empire- even tough they were not the cheapest but had high customer service rating and we liked our sales associate. We purchase laminate flooring in one room and industrial carpet in another. The laminate flooring was installed on time but we had to wait on the carpet. When installing the laminate they discovered they could not install the quarter round due to concrete walls- no solution offered and no refund. When carpet installers came the next day, they did not have enough carpet to do the job. The installers refused to come back only later to find out the reason- the carpet we were sold was of poor quality and would not work for the area we wanted. Second installer came out with enough carpet and informed us he would not guarantee the carpet install and wanted us to sign-off that he was not responsible. Sales rep changed the carpet order and a third installer came out- installed the carpet and within 2 hours the carpet began coming up- glue did not hold. Now my sales rep will not answer the phone (sick)- installers did not speak english and will not answer the phone and the main installer number - I have left several messages with no reply. I have left several messages with Customer Service- still no reply. I would not recommend EMPIRE to anyone- what a horrible customer service experience

Installers left the doors to my house wide open during the entire installation process in 95° florida heat. Thanks my house is now is home to a giant moth and many fly friends. They worked in my grass instead of the driveway where we told them they could make cuts. Saw dust and debris all over lawn and plants. But thats all fine. What not is the poor installation. Every single piece is slightly damaged. No, this is not the end of the world but when we pay $11,000 can you maybe take it easy on the hammer during installation? The installers also left a triangle shaped gap in the transition piece and got lazy with the quarter round installation on the edges of our kitchen cabinets. Do you not have an oscillating multitool to cut out a square to fit the mold? You just slap it on at a 30° angle and use an entire tube of caulking to fill the gap instead? I was told there was no other way. I do not accept that. To top it all off our toilet would no longer fit due to a height difference after installing over tile (wouldnt fit under banjo style counter top) which is fine but my husband told the installer to just leave the toilet as it was and we can deal with it later. Well the installer went back and applied caulking all around the base of the toilet! Thanks now we have to damage the floors further to replace the toilet. Who does that? Have you never installed a toilet? Probably not cuz that is NOTwhat you are suppose to do! Who leaves a job like this?

In addition the sales rep assured us the laminate is 100% water proof and is fine for bathrooms. The installer insisted we CANNOT install the floors in the bathroom. He said he's done this for 6 years and we can't do this and we need to allow them to install tile in a similar color/fashion. He called the boss and simply said ok we got approval to move forward with laminate. Then didn't cut out an area to fit toilet in, just put it on top and used the caulking instead of actually bolting it down. THANKS.

I had a laminate floor installed. The floor looked beautiful but after the installation crew left I saw something that needed to be repaired. I have made 4 phone calls and to date I have not had a person help me resolve this issue. I am very frustrated with customer service. They give out wrong information, they promise resukts and can't deliver.

I wish I would have found this site before I purchased my flooring from Empire. I have been trying to get assistance on the correct flooring trimming because I changed the flooring color but the sales person inadvertently forgot to change the trim to match the new flooring color.

No one calls me back. When I reach the rep he says he'll call me but never does. At one point they said they were out of stock and would call me back with a status. Two weeks have passed and no call back. Left messages for Installation manager, no call backs.

I spent $4300 for 488 Sq feet. What a rip off.

Zero customer service and support.

Please don't use this company. You will have regrets if you need service after the install.

Its a shame that companies like this are allowed to continue taking advantage of consumers.

Met with sales person. SOle carpet adn install scheduled. Installers show up, walk in, literally take 5 mins and say they cant do the removal and need to call their boss for direction. They get in the van and drive off. No communication about what happens next. Message left by Ronnie with no call back number. Office is shut down to do this carpet install. Call customer service and no-one is there. Get sent to Texas. Get sent around the united states. Finally connect with someone who says the installers don't want to remove old carpet because it takes too much time. Ask for a refund and told it will take 7-10 days to put back on my credit card. Mean while, I cant see clients because the carpet is not in. The incompetency of this place literally is costing me money. And... It was not next day installation. It was a 2 week book out.

This is the most poorly run business I have ever seen. Poor customer services and once they get your money you might as well forget it.

Run from this company.

The carpet installers arrived with the wrong color rug, but I accepted it even though I requested River Rock. However, the installers did not wear their masks, I caught one installer in my trunk that was closed taking pictures, once I caught the installer and asked why he was in my trunk going through my things he refused to complete the job and walked out. They left a dolly in my home, but I was unaware they kept ring my bell causing a scene in my building. However, I placed the dolly outside of my door so they could retrieve it. I also noticed that my apple ear pods were missing once they left. I am making a police report due to this. The installer used foul language calling me a "$#*!", he was aggressive, unprofessional, did not come on time. I called customer service and filed a complaint and no one reached out to me. I am very dissatisfied, upset, and disappointed with their service as a company. As no one attempted to fix this issue and I did not get my deposit back.

The carpet installers were terrible forgetting tools and borrowing tools as well as damaging and not telling about it. The carpet was installed it two directions and wood tract strips all came lose from all walls. Carpet also had string problems that came lose. Installers left plastic behind in room and in yard as well as carpet. There is no response from any management on problems caused as well as compensation. They will not return your calls. As far as carpet with Empire! I would never have it with them again. I just recommend that you check all options. Sometimes a good deal is not good at all.

Worst costumer service.
We had the floor done, we had vinyl installed $*******. After about 4 month one stair was coming apart. The service we paid for was $12,000 and included warranty.
The first person who came to fix it put some cheap glue. A month later the same issue occurred. I had 6 (six) different maintenance guys coming to fix it, six different calls every time, each of them showed up with the wrong piece. They apologized and asked me to call corporate for 6 times. Today the person came again with a complete wrong color and size.
This is unacceptable.

I had my vinyl flooring installed and some of the boards had pitts in them and one had a hole in it. I found the bad pieces the day after install. Took 3 weeks to get an installer to repair it. He refused to repair it and blamed my dog for their shotty work. I even have a warranty on it if I do something to it. Customer service is terrible and management does not call you back.

My review is only on the sale pitch. I knew Exactly what I wanted a quote for and the sales rep came in to sell me on their inferior LVP flooring. I have a pool and don't want anything to do with vinyl plank flooring because of moisture issues. I don't care how advanced the new technology is or how thick their product is, compared to others. When getting an actual estimate on the different types of flooring options they jacked up the price of the tile more than triple what other companies charge, in order to get you to buy their vinyl flooring. It's obvious because that's their biggest profit. My bull $#*! meter was spinning with all the lies I was told during their pitch. 2 stars only because the rep was a nice guy. I don't blame him for the pitch.

When I wanted to get one of my rooms carpeted, I called about half a dozen carpet places, empire carpet was the worst, he never showed up the first day making me wait the whole day, when he finally showed up the next day looking like some homeless person they threw a badly fitting suit on.he quoted a price that was about twice what the average of the others was.