Empire Today
Reviews and Complaints

I have calling the customer service line since 5/21, as my wife and I had decided to cancel the flooring contract with Empire Today. Today is 5/24 and is the last legal day to cancel. The company provides you the document to sign to cancel and says to mail or email, and no where in the contract does it give the email address. Every time, I call Customer service number, I sit on hold for 20-30 minutes to hear, I need to transfer you to the cancellations department, I sit on hold for another 15-30 min and get a message about leaving a message or staying on the line, I decided to stay on the line and then hear a beep to leave a message, so I do. I have left multiple messages and still no call back. I asked the CSR for the email address to send my cancellation form and they tell me they do not have it and I have to speak to that department.
This is just a ridiculous way to run a businesses, and Im now sure I do not want to do business with them.

My Name is Christy Ostrander and I live in Whiting, Indiana.

On Tues, May 11 I was to have Incomparable (Sonora color) carpet installed in a bedroom. The installers came with the wrong carpet (color and type) I called customer service and opened a ticket [protected]) number and rescheduled for May 13th.

Weds, May 12th, I had vinyl plank floors install in all my rooms. I am very happy with the vinyl flooring. I paid for 5"baseboards but because of the location of the electrical outlets in my home I had 3" baseboards installed. I spoke with my Sales rep, Randy Turley, and he assured me someone would be calling me to refund me the $56.75 difference. No one ever called but I did open another ticket a few days later.

Thurs, May 13th the installers again brought the same exact wrong carpet. I called my sales rep again AND customer service, opened another ticket and was told the correct carpet would be installed the next day, May 14.

Friday, May 14th, I stayed home all day only to have a no call/no show from Empire. I called my Sales Rep and sent him a text. I think at this point he must have been sick of hearing from me so he didn't respond. Some guy Carlos called me at about 5 pm asking if the correct carpet was installed and I explained there was a no show/no call. He said he'd make a few calls and get "right back to me". He didn't.

I called customer service again and opened a ticket for carpet and refund [protected] is one of them. I have the calls recorded but don't feel like going through the call to find the other ticket number) I was told someone would call me the next business day (Monday). No one did.

Tues. May 18th I received a voicemail (transcript attached) from Mandy asking me to call her regarding the carpet. I guess she called again and my husband (who unfortunately had no idea about the baseboard refund) answered my phone and setup an installation for the carpet for TODAY, May 20. She also assured my husband that we'd be the first installation. Their usual time-frame is 8 am - 6 pm. I called her back and left her two voicemails in regards to 1. Baseboard refund and 2. The possibility of a discount. She never returned either of my calls. It is 11:30 am, May 18th and I am still waiting for the installers.

One other thing that raises a "red flag" for me is that when the installers arrive, the first thing they want is payment. Anyone with common business sense knows you should NEVER pay for a job until it's done, especially after I already put down a $2000.00 deposit.

I know there are much bigger problems going on in this crazy world of ours. My carpet issue is "small-beans" compared to all the suffering I see on the news everyday. I pray the carpet guys show up /call and install the correct carpet and that someone calls me regarding the baseboard refund.

So, that's my story and it's still ongoing.

3 yrs ago we had carpet installed, well the carpet now looks like it is 15 yrs old I contacted the company to see what they could do for us I sent pictures it was agreed upon by our local rep Brad to replace the living room carpet at no charge ( I have an email to prove it) that also because of this he would not be charging for the install nor the new rug, Well in Oct 2020 is when this all started may I add. I went online and picked out the best carpet that I wanted because we have dogs I wanted a dark carpet, I picked it out and made the apt the install guy showed up with a very light carpet I refused the carpet and at that time they canceled my order all together, So back on the phone trying to get in touch with Brad I have no idea he had left the company that was in Dec of 2020 at that time I was contacted by Carla Manning we had some words because I was upset, mind you this was now April of 2021 and still no carpet. I have had nothing but the runaround I would call once a week and ask when it would be here, I was told then that it is back ordered, ok.So I waited now to move forward it is now May 19 th 2021 I was told last week they would be here today I several messages I asked them please do not call before 11 am I work the 11-7 shift, that morning my husband had a DR's apt he left here at 9:35 the install guy never called he just showed up at 10:15 someone did try toi call but when I redialed it said it was a non working number.I called Empire rather irate yes I yelled at Carla but came right down while she continued to scream at me by his time my husband was home he could even hear her from the living room. She threatened me that if this cont she would stop everything, I would get nothing. Still screaming at me I shut up and listened to her rant. She said "I have never dealt with such a rude person in my life" I'm sorry but I worked retail for a number of years and If I EVER talked to any customer like that I would have been fired on the spot. So anyway I will be staying up all night to meet with the installer no sleep for me until after he is gone. Carla informed me he would be here on May 20th anytime between 7-9 am to do the install. In closing I have never ever been treated like this in my life, who does she thong she is, we have not gotten along since day one I honestly feel she is in the wrong line of work and does NOT need to be any part of customer service / There is always 3 sides to every story my side, her side and the truth . I'm pretty sure she will make me out to be a total [censored] which I am not, saying I have given HER staff a hard time and such is not true. I wish I had recorded our conversation . In closing I when I worked in the retail field was always taught that the customer is always right . I CAN'T DOWNLOAD ANY OF MY PROOF AS OF PICTURES OR E-MAILS

To whom it may concern.
Hello,
please, do not stop reading my story, please!
A very nice smooth talking salesperson made me sign in person online under incorrect information about a contract and requested $4, 000.00 in advance which I paid with a credit card.
I paid this purchase with 2 credit cards.
I found out later the information given was incorrect. I contacted the head office after the sales person dropped me and did not answer anymore. I got this corrected but this is not the end unfortunately.
On 03/18/21 the workers came to five, one person spoke English. The work seemed to start all right but after lunch everybody seemed to rush to get the work finished and it seemed some of the work was not taken care off properly, anymore. The workers (boys) wanted to leave without cleaning the rails in my glass sliding door. I only found this out because I tried to open the glass sliding door and it would not open at all. By the way they also did not clean any mess up they made in my cupboards. Luckily, I found out about all the stones between the rail in my glass sliding door before they could leave. I they wanted to leave without telling me about this problem.
After complaining they came and removed the stone gravels which caused the problem.
Before this incident they took a large lunchbox to stand on to fasten a large cupboard door which put water all over the new floor. I did show them the water but no reaction. It was almost impossible to let them know about a problem because they did not understand English at all, only one person did which made the work situation complicated..
Before they left I saw one of the boys actually take an item and not return it back into the house. STEAL!
Two days later a person in charge came. I told him of some of the issues and he promised he would act on it and come back to bring some samples of the floor, and also give me a paper invoice of my purchase. I signed the contract at the sales person's computer who told me he transferred the contract to my computer which later I then never found on my laptop computer. This person in charge promised he would look into this but I never heard of him again. Meanwhile I tried to stay in constant contact with Empire Today to get some results from the company.
Approx. one week later I opened one of my walk-in cupboards and one side of the heavy 9 feet door fell on my head. I had pain for several hours but feel better now. This door is still leaning against my sofa in the bedroom, today. It is a very heavy large 9' double cupboard door and a neighbor had to come over to take it to the bedroom.

By the way, I am 77 years old and also disabled and wanted the new floor to be able to roll better with my rollator.

It was clear to me as the workers had to take the cupboard doors out to install the floor they did not fasten it correctly and now I am afraid to open any cupboard doors in case they fall out, too.
After trying to contact "Empire Today' on several occasions by phone, emails and on their Facebook page to let them know about their bad work./negligence, I was eventually able to get hold of a customer service rep. Who also sent me the contract in one of the emails. This rep agreed to have someone come out to fix the cupboard door back and also check all the other doors and leave some extra floor planks.
Well, when the person was supposed to come I got a voicemail he could not come and left an uncompleted ph#. I tried several other ph#'s unfortunately was not able to speak to anybody and could only leave my name and ph# at the recording machines but never got a return call to resolve the issues.
My complaint = I feel I was an easy target and took advantage off from the beginning and then left on my own to deal with the issues.
I like to mention I can only walk a little with a rollator at this time and I guess these people took advantage of my age and also physical condition. I am now not only requesting to have my cupboards checked and also put back but also a credit for all the problems and heartache this has caused me for weeks. I do not believe I received any credits at all, anyhow.
Please help me! You are all I got now!
Friendly Regards
Irmtraud Henriquez Weather

My name is Victoria Hunter and this is my 2nd complaint on the website. My installation was schedule for Wednesday April 28, 2021. On the 28th the installers ran out of the flooring and said they would return on Thursday April 29th. After myself nor my husband didn't receive a call from Empire concerning when the installers would return. We called multiple times including the installers. No return call from empire, the installers finally returned on the 29th. The installation still wasn't completed due to the company running out of flooring again. Today is Monday May 17th and we're still waiting. We are also concerned about the company's consumer integrity as far as our warranty. The installers or empire has not contacted us about the flooring and corners rounds that was not installed correctly. Mandy called us once on the 5th possibly but we missed her call. She has not returned any of our call since than with us calling each day Empire answers the phone. Absolutely not one person, robot or recorded message has been made to our home concerning anything. We've had the worse experience with Empire, so horrible.

The carpet I had installed has failed and has become a tripping hazard. I am not sure exactly what has happened, but the carpet now has a raised line across the room in more than one location. The original installation only lasted for a little over a year before it failed.

When I contacted Empire Today, they said it was not their problem, but could have someone fix it for an additional $400. Why would I trust them now?

True to the other complaints, the salesman was quite pushy, and stated the offer was only good if I signed it immediately.

Please note that this site lists a 4 star out of 5 from the BBB, but when I filed a complaint with them (BBB), the score was closer to 2 stars.

Date of Installation: 10/14/2017
Job #: YF18680-5108827

Bought a carpet and was to be installed on wed. And got a call the carpet did not come in and they said they would take $100.00 off. Was installed the next day and did a good job installing it. But when I look at french windows on bottom of window there where hammer marks.? Have pictures and should have been told. No one said anything and didn't notice it till latter have blinds.

Originally signed contract for kitchen flooring installation on 3/4/21, provided down payment by credit card and arranged for installation on 4/20/21. Installer arrived and said he could not install sheet vinyl as there was no way to remove refrig and stove out of work area. Salesperson returned on 4/23 and we selected vinyl plank flooring. Another installer arrived on 4/28, took up a small corner and said we should have flooring tested for suspected asbestos and he could not install. We decided not to proceed based on potential huge costs if asbestos was present. Spoke with customer service 3 times and wrote 2 emails. Customer service gives a run around and says expect response in 1-2 days. Have had no response. There appears to be no way to contact cancellation dept or complaint dept to resolve return of deposit.

My first appointment for a quote with this flooring company was March 26th. My scheduled block of time was between 11am-1pm. I took the day off from work to ensure I was home and didn't need to rush the process. On this day they never showed. I never received a call or anything. Yet, received an email saying "sorry we missed you, " as if they and I wasn't home. On today, April 30th, my time was 3pm-5pm. They never showed, nor called. I decided to call the 800 number at 430pm only to be on hold for 35 mins. A friendly customer service rep who patched out a call to check my appointment status, told me that she was sorry but my appointment would have to be rescheduled due to a "scheduling conflict." I refuse to attempt scheduling another appointment with this company, only to waste my time, be disrespected and stood up again. This company is awful, has poor customer service folks who don't respect others time nor appreciate their attempt to make a purchase with them!

My Ordeal began March 29, 2021. Sales Rep. Xavier Rowe arrived within the windowed time that was scheduled. Had a pretty decent experience while viewing samples and discussing purchasing of Laminated Flooring from Empire Today. Xavier offered his card with his phone number and advised us that we can call him anytime with questions or concerns. Found out during my issues that he's the typical Sales Person. Get the sale, get your down payment then don't answer his phone or return voicemails. Wished I'd kept my bottle water I offered him that he gracefully accepted. Wrote a check for $846.01 for the Down Payment and was scheduled for an April 7th, 2021 Installation Date. Day of Installation 4/7 Contractor arrives around 9:30am to find that he DOES NOT have the matching 3/4 Quarter Round needed for installing the floor. Contractor tried to find at Home Depot & Menards with no luck therefore I had to reschedule until the Warehouse could Order and shipment comes in. After a week I had to contact Customer Service to find out if that material had arrived so that I could reschedule another install date even though I was told someone would contact me when the material came in. Never got that call. Once it was confirmed Quarter Round was at the warehouse Customer Service scheduled me for April 20th two weeks later. I called Empire again prior to the install date to make sure everything was ready to go for the 4/20. All was confirmed by Customer Service that everything was set and ready for Install on that date. April 20, 2021 - 11:00am no call, no show. 12:00pm called Customer Service to advise no show no call of Contractor. Customer Service assured me that the Contractor would be here, but had a 10-hour window, which is an entire day to sit and wait for a Contractor to arrive. Was told by Customer Service if the Contractor is not here by 2:00 PM to call back. 2:00 pm - No Call No Show. Not only had the Reps been trying to connect with someone in the Installation Dept. to no avail, as well as I had been calling the Installation Dept. all day. No answer. Left Voicemails- No Call Back. Finally, I had to ask for a Supervisor because I was getting nowhere with this whole fiasco. Spoke with a so-called Supervisor by the name of Sal or Sol who made me aware of how incompetent he was as well as the whole entire Company couldn't provide an answer as to why this happened but did advise that Empire had made contact with the Contractor earlier that day who was to be assigned and the Contractor advised them that he had no scheduled assigned job for that day for my location. Empire knew they screwed up but neglectfully never called me to advise me of the screw up to let me know that NO Contractor will be at my home that day. Empire had me waiting the whole day without any communication, apology or explanation as to why no one had the decent courtesy to contact me to inform me of this error. This is Piss Pour Business Practices by Empire. Oh, it doesn't even end here. The so-called Supervisor Sol/Sal indicated he would request a Manager to contact me to see if they could give me an earlier scheduled appt. before May 4th within 24 hours. 4/26 have not received call from Manager or anyone else from Empire. From 4/20 until today 4/26 I have called and called Empire on a daily basis to speak with a Manager to schedule an earlier appointment before May 4th. Each time Customer Service tries to connect with the Installation Manager no one answers the call. I have tried calling myself and no one ever picks up in Installation, you leave message and no one responds back. How can you have a Title as Installation Manager and don't hold true to your position? These people are not performing their jobs or services to their Customers but are getting paid for not doing what their position requires them to do. Who is their Manager? It wasn't my fault that Empire is an incompetent Company and can't get it right. After re-scheduling twice due to Empires blunders, I totally should not have to wait another 2 weeks because Empire is incapable of doing business appropriately. When I called today 4/26 a Customer Service Rep. indicated that my complaints have just been assigned after 6 days of complaints and definitely not within the 24-hours, time allotted to me for a call back, to a Person by the name of Alicia who is supposed to be assigned to my case #1-[protected]. I guess I have to give her at least 24 hours to make contact, but I'm telling you if she can't provide me some kind of acceptable resolution, I will be cancelling my order with them and demanding my full refund amongst other entities that I will contact for all of the aggravation and inconvenience that I have endured. That will include reaching out to the CEO, President and writing every source I can find to provide my reviews of this untrustworthy, unreliable, undependable, so call Company Empire Today. It's such a shame because I have use Empire for all my apartment and my home carpeting for years when they were a reliable Company back in the day. My last purchase being 14 years ago. I didn't even do reviews because of the great experience I previously had in the years I've hired Empire. I should have read the awful and terrible reviews that had been written about the Company today. Now this new school Empire Today is the most unorganized Company I have ever, absolutely ever dealt with in my whole life of being a purchasing Customer. Worst and most terrible experience I've ever had. I don't see how this Company will survive treating their Customers and running their Business as they do.

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.

On [protected] signed contract with salesman, Alex. 3 portions to replace all flooring in home. First floor laminate was completed before the required permit from HOA was obtained. I then attempted to obtain permit which requires liability and workmans comp. insurance info. Hardfloors coordinator, Renee Johnstone, could not get the required info to me. She has stopped taking calls and not returning e-mails. After 3 inspections it was discovered that bathrooms could not be done. There was tile molding that the installer would not touch and cabinets that I was later told they would not touch. I was told by Alex just sign a waiver and the installer will do it. The installer refused. Alex told me to buy new molding and thresholds and installer would put them in. I then had to go return things when bathrooms were cancelled The credit for that was given. Waiting a month now for 3rd portion, upper level carpet install, that is dependent on getting the needed permit. I also requested cancellation of Service Plan-not worth it for one portion of project.

I requested an in home estimate over two weeks ago and was told the day before the scheduled appointment that everything was a go. The day the estimate was to be conducted, I was not contacted. After I CALLED Empire the next day they informed me that they didn't have anyone to perform the estimate and that they had called and left a message. I have no msg that they called. I was then told they could do it next week and if I wanted installation, it would be sometime in May. I am in the process of selling this home and 'sometime in May' doesn't cut it. I have used Empire here in Colorado numerous times but this will be my last time to use Empire Carpet.

I recently purchased an installation with Empire today.
the first installation was for [protected], NCNS. I waited for 3 days to see if they would give me a call or ask if my installation went well still no call. So I called 4 days after my NCNS installation to complain about the NCNS, I was told that the next available installation date would be April 1st, I called around 4 pm that day to see why the installation men has not arrived I was told they have until 6pm to come. I replied well if they don't arrive by 6pm I would like to cancel. I was told if I cancelled I would not get my deposit back. My question was how could you just take someone deposit it wasn't that I wanted to cancel it was because the installation had 2 NCNS. The lady asked if I wanted to cancel or not. I stated yes its 5 pm they are not coming. she then transferred my over to a department that never answered. I was on hold for 1 hour by that time it was 6pm still no one showed. It is not cool
to pay $2700 for a floor installation. its like they took my money and haven't called nor answered. To look online and see how they treated these individuals that has complained should ring a bell in someone's ears. Unacceptable!

Job:# JP17460-IVR ID: 7460

I could not believe how Empire put me through on their scheduling time. First, 3/11; I met up with their sales person John H. to set up an appointment & put down 25% deposit. I requested to schedule the installation for 3/19 because it's my only time I can take off from work. The sales man warned me to keep my phone close by for them to call me the day before or the morning of the appointment. No one ever called me until I called them the day before my schedule time. They said that they could not find my schedule, that they will call me back as soon as they found out that day but no one called me back. So, that morning of my appointment (not to mentioned we had a big storm that night & most of my stuff were outside soak & wet just to make room for the installer). I called their customer service & they finally told me that they didn't have my correct phone # and the salesman gave them the wrong area code. I was not happy, and told them it's either they're going to install it today or tomorrow. They finally installed it on Saturday 3/20 instead of Friday 3/19. And to add more of my frustrations they could not finish the job due to rotten floor that they found out. So, I had it fixed on Monday & called the Empire to re- schedule & finish the job on Friday.

Secondly, Friday 3/26 @ 7:30 am Empire called me and told me that the installer would not make it today due to long hours the night before. They work late installing a day care center. I was furious & outraged! I begged my work to give me another chance to take this day off & then it's not gonna be done again. To my disappointment I called empire again & told them I was not a happy customer. If they don't get their act together that I would hire another installer to finish the job & I'll let them pay for the labor in behalf of my attorney. Not to mention, my stuff outside were soak & wet & had gone through, two storms in a row. I was irate and they promise me a discount to calm me down.

They finally got it done on 3/29. And, I've never heard from the Empires about my discount. Nor, apology for all the things that they put e through.

In january 2021 call Empire today for a quote for Tile for my kitchen and two baths about two week later they sent out two installers neither could speak English so their was no way to communicate with them and they had the wrong material and had to leave to get order the right tile I had paid for 2 weeks later
came bach to install tile still didnt have enough tile to finish the Job leaving my house in disarray toilets disconnexted to make a
long story short a two day job to over a month and now my tile
is coming up from the floor I have call Empire several time to get repairs
still no reponse I have several work tickets saying someone will contact me still unresolved stay away from Empire today
Tony
Birmingham AL

I have had your product installed on the ground floor of our condominium several years ago. We love the product!

Unfortunately we currently have a short board which has bowed upward and need to be fixed and I am haviong no luck getting the local agent for you product to respond to this problem.

Can you help me?

Called march 16th and again 3/24..We've had call backs and missed them. So we have called back and nobody is returning our calls. We need someone come to our home so we can show what needs to be fixed..This has been going on for 2 weeks and i do believe you stae one to three days we'll have a response/talk to someone..Well, we ares still waiting!

our 2ndticket # 1-[protected]

I was scheduled to have my stairs carpeted last Saturday and the installers never showed up. No call and no show. I took off work and waited all day. I was rescheduled on a holiday weekend and no one discussed this with me. I am very angry and I want this resolved ASAP and I want a discount off my bill for the inconvenience this has caused me.

Don't order from this company. I had them come out to my house and give me an estimate, paid a deposit and scheduled an installation date three weeks after my order. I was going to pay over $3, 000 for three bedrooms to have high quality carpet installed in three bedrooms. On Friday I called to try and get an estimated time and I did not get any response. (their phones were not working it answered then hung up). On Saturday morning I called the office again, phones still not working, emailed the installer that confirmed the appointment on Tuesday and sent a text to the sales rep I had met at my house for the initial estimate and sale. The Sales Rep William said he does not work with installers and the Installation manager Steven Lee Carter emailed and said his truck was missing my order and another person's order so he might get on next Tuesday, maybe. He would not provide me with a confirming date for the installation, since they had forgotten to even order my carpet. I had already taken a day off of work and moved all of my family's stuff out of my three bedrooms into the living room Then I got to spend the weekend day moving everything back after they no-showed. After multiple calls and emails with the company to cancel my order and get my money back, they offered me $50 discount and told me I could get the carpet installed sometime at the end of April because they are busy right now. They also said they were really sorry but they don't know why they didn't bother to order my carpet.

If you are looking for professional service and a confirmed scheduled install date, don't contact Empire. The sales people do not work with or communicate in any way with the installers and the installers have really bad communications if they respond at all. Most of the time the phones are off. I am going to try RC Willey.