Empire Today
Reviews and Complaints

After working with Empire Today, I can not recommend them for services.

The installers arrived late on the day of the first day of installation. " flat tire" this was 1/29, returned promptly at 0800 on 1/30. The did not have the transition pieces to complete the job. The pieces were " ordered". Rescheduled for completion. O 2/2, received the message the "wrong color". Rescheduled for 2/24. Again " wrong color". Manager of customer service was not able to explain what happened, the box ordered had the correct color. Rescheduled again for 3/17 to be completed. No call, I called every 1-2 hrs, yes I am scheduled, at 5:30 pm customer service contacted the installer " Victor", and he stated he was not the installer assigned to this job. Rescheduled for 3/21. The Manager of Customer Service scheduled " High Priority", No calls, I called customer service every 1-2 hours, they never were able to get in touch with " Victor" again. I have rearranged my days and scheduled for 4 days of no results. Customer service from the call center had sent out emails to the install market, "escalated" no response. I have emailed the manager of customer service, no response. I left a message with the manager and installation, no call back. I wanted to speak with the General Manager, but customer service call center is unable to provide name and contact information.

I have paid in full for a product that is incomplete. I have met my end of the contract, Empire has not. I am certainly concerned about my future experiences with Empire, as I have no faith or confidence in this company, and I have job not completed! I have no resolution, and I unable to contact any other individuals.

I've been trying to get ahold of customer service about a problem I'm having with the new floor I had installed. I received a call back the first time. I returned that call to be told the case was close due to not being able to reach me. I was told would the case would be reopened and I should hear from someone within 3 days. Since there I haven't been contacted, I've called back 3 times no answer on customer service have left 3 messages haven't received a call back. I need some to came out to reattach the threshold going in to the kitchen.

I am quite concerned with the fact that I've been waiting in queue for over six hours, then I called back and I waited in queue until they took down my number to call me back and they never called me back today. I have two days to cancel! Calling my lawyer in AM!

This has been the absolute worst experience! We ordered both carpet and vinyl plank flooring. At the start, the sales guy had issues entering the sale cost and financing of our order and said he would adjust it later. He did not. On the days of install (separate for both carpet and plank) I made the requested payments before the installation and was told it was paid in full. But then, 2 months after the job was done (more on that later) they are harassing me and telling me that I owe $2278.69 MORE. When I explained why that is not the case, I then receive a letter, now 3 months after install, telling me that now I owe $2841.87...so an additional $563.18 than they claimed I owed previously. Fast forward a few weeks and now it's $2, 302.11. Its very clear that this company has zero competence when it comes to sales, accounting and customer service.
The amount of calls and emails I have received regarding this is absolutely over the top. I owe this company nothing more.
Now for the quality of the work. When the original flooring was removed a saw was used, but nothing around the area where the sawing was occurring was protected. I have air vents absolutely full of sawdust, I had to replace an upholstered chair that was ruined on one side due to them sawing directly next to it as well, they cracked an expensive dresser and broke a ceiling light while moving a mattress.
Further, once the floor was laid, they threw away my original trim and installed trim that doesn't match and was not cut to fit at all. In addition, I have several spots where they didn't place the trim or return the base board, leaving just a bare wall space.
Last, the plank flooring bounces up and down in several places when walked across.

No one from the company ever contacted me to ask how the job went or if we were satisfied and we absolutely didn't reach out to them as we did not want them back in our home to make further mess or ruin anything else as its clear that they have no idea what they are doing.
We are so very disappointed with the job this company did and even more so for the apparent "shake down" for more money 3 months after install.

Hello,

I had a large area of flooring put in by Empire. I really liked the sales lady and we decided to go with her recommendation. The floor looked and felt great for about 3 or 4 months. Then we noticed several area's that didn't feel solid under our feet anymore. I have had Empire out in November 2020 to repair an area that was lifting up. I had to call again with the same area having issues and the surrounding tiles as well. Empire sent out the maker of the tile to do an assessment. They determined it was not the tile that was the problem and that was the last I heard from them. I have been trying to reach out to Empire since then and have had no return calls or any type of follow-up. The customer service people seem helpful but they all say the same thing, "I will escalate this call and you will hear back within 24 hours." I no longer have any confidence that that will happen. I am very frustrated and don't know what else to do. I will be posting as many reviews as possible in the hopes of getting this issue resolved.

A couple years ago, I purchased engineered hardwood, Cambridge Cocoa. What I received was a pressboard with wood fibers. I found out when we pulled up our flooring recently and had it examined because it did not look like an engineered hardwood. It looked like cardboard paper pieces with wood sticker on top... it is the best way I can describe from examining the piece we cut out to analyze.

Cannot cancel contract on econtract customer ser.kept putting me on hold and transfer.
Finally spoke with Linda in south Texas who said.she would cancel the contract and not to be concerned about it. No confirmation of that.
No way to cancel contract in e contract no one was able to give me direction on how to access or who to talk to.
This is not good business practice.
The reason for the cancellation was the salesman said things that were not true and when I asked about the 48 month financing he said"oops I already put in for 12months and I cannot change it" I found this to be dishonest to say the least.He also said the work would be done with in hoise contractors upon closer examination the work is done by independent contractors,

My name is Jimmy Faust

I start by seeing your commercial. You know, 18882300empire. So I figured I would give you a chance. So I called and set up an appointment. The man y'all sent told me to get my keys and try to scratch the sample. So I did and it looked water proof and I thought I would get the sample on my floors. Well it was not the same as the sample. Now I'm stuck with what y'all gave me.

I purchased 8000 dollars worth of carpet 7 months ago. The product I bought has a warranty of 30 years. Best for pets and kids. Upgraded my padding to help with pet accidents. In that amount of time, my carpet is very worn and holes in some spots. Looks extremely dirty. Even thou I had it cleaned 2 months ago. Coming up in spots. The carpet pile never stands up. I vacuum daily! With 2 different vacuums! The stairs were not stretched correctly. You can see marks from then using the tools to install the carpet. We called and complained 2 months ago. That person never showed. Had to call again and reschedule. We did but they called us and said it was a manufactured problem. We had to wait an additional 2 weeks for them to make contact with them. Empire told us to be ready because they were going to replace our carpet. Great! They get here and say they have to call manufacture and file a complaint. What! That's why we waited. My husband took time off work and moved everything to have nothing done. Making contact is trouble all on its own. You call and leave a message and they might return your call. The salesperson is another issue. Man is he good! Ha! Got my money and never looked back! I went with empire because of warranty and the name. Who doesn't know empire! I started off so excited. Only to be disappointed. I want my old carpet back! I feel cheated, ignored and used! I am left 8000 dollars in debt, with horrible carpet and no resolution.

We choose Empire over another local installer because the sales agent was great! Little did we know she's the only helpful employee. We ordered our carpet the middle of Oct to have installed before thanksgiving. Sales agent told us 11/11 for installation. When 11/11 came, no one showed up. We moved all our furniture and a piano to get ready. Called the sales agent who had someone at the main office (in Grand Rapids) call us. Apparently, the sales agent can't give dates for install and must come from the office. NO ONE from "the office" ever called to indicate when installation would be. Then was told they can't find our carpet. "We have another color carpet u could try that's here." I should've just cancelled right then. Went ahead and allowed them to "find" our carpet. They found it the middle of Dec and called wishing to install the next day. Sadly, we had a Xmas tree up and a piano filled w/nutcrackers that couldn't b moved. So we scheduled for 1/8. Again, poor communication as NO ONE called to confirm they were coming on the 8th. I called the sales agent again, as she's the ONLY person at Empire who will answer her phone. She said that while I didn't get a call we were in fact on the schedule. I trusted her and said ok.
Thankfully, the guys came and installed the carpet, for our family room and stairs, requiring the remainder of our balance. The tricky part is the stairs done differently. The installers have to cut a section for the stairs, take it to a "binder" to bind the edges, then come back to install that. Ok, I'll pay when that job is done. No, apparently, I signed a contract that says I pay when the carpet is installed. I even had a manager from the office tell me the original delay of my carpet wasn't their fault and the fault of the manufacturer. He assured me the turn over for the binding would take max 2 wks. Well, its almost 3 wks to the day I paid in full and DO NOT HAVE my stairs completed. The communication w/this company is atrocious. A phone call or even an email would go a long way telling the customer what the status is. My husband is mad because he didn't want to pay in full til the stairs were complete, but I trusted this David Iglesias in what he was telling me. Now, I can't get him to answer his phone. I'll never use them again, nor will I recommend them and will be filling out the survey w/all these details. They shouldn't b allowed to do this to customers, as I'm reading it appears they've done this to others. I'm kicking myself for not going w/the other local installers. I just want my bound stairs carpet installed so I can b done w/them.

Talked to the local Office Manager and said she would inform someone to call me, I took a picture of my problem and e-mailed it to [protected]@empire today. This is my second time I have used this company but not again.

LVT was installed in December of 2019. Installers had no idea of how to install over concrete. Used a product that was not meant for cement leveling. The product they used created a tremendous amount of dust. The dust settled on the LVT and they used Denatured Alcohol to clean the floor the fumes were awful. After months of trying to clean the haze off of the floor they sent out another installer he said the floor had to be replaced saying it was a manufacturing defect. In October of 2020 they replaced the floor, when they pulled up the LVT the product that was used to level the cement floor crumbled causing so much dust that had to open all the windows and doors to try to see to level the cement floor and install the LVT. Needless to say the same thing happened to the floor when they tried to wash the floor to clean the haze it would not come clean. An install manager came out to look at the floors and said they had to be replaced. However the manufacturer stated it was not a manufacturer's defect. Empire has not returned any of my calls.

This was the worst experience ever I set up an appointment to get a simple floor and carpet installation in my home and it turned to pure "hell". I paid the full amount with my credit card and needed a refund because of an emergency. Never got my refund and every time I call it get a reference number, but no follow up. Please, can I get my money ! It's been over a month and I've called every other day and nothing! this is crazy!

They are a total rip off, overpriced and poor workmanship, crews can't speak English? Messed up two complete floor and ruined the moldings twice, plus hit the walls, which caused another repair I had to pay for. They will not answer calls and the salesman disappeared. Their work standards are a joke and very unprofessional. I had to pay another guy to come and fix everything they messed up. This is not right and I demand a $800 refund for what I had to spend in repairs.

The carpet we ordered and the carpet they brought to install looked very different. We called the service rep, she did not return our call for 13 hours. The carpet was installed since the installers insured us it was correct. Since then it has been a nightmare! The carpet is literally unraveling. We pick up pieces every day. It was not kicked in on the steps, only cut to fit. We had the installer come back out because the tack strips we cooking up and poking our feet. He took pics. We were in contact with Sheryl Allen (csr). I sent many many emails without her responding . I finally called a supervisor. His name was Orlando. He couldn't care less. We finally received an email from Sheryl stating that " per the manufacturer, the stairs were not included in the warranty". The carpet is less than 3 months old, yet it looks like it is 15 years old. I so disappointed in this company, they have yet to even attempt and apology!

The Nightmare doing business with Empire Today. Let's get started.
10-24-20 appt. with sales lady Michelle Wiersbicki to install wood flooring.
The flooring I wanted wasn't available but she made a call and was able to get it. She measured the 2 rooms and we needed 19 boxes. She asked about
the tile, I said I will be removing it. Wrote a deposit check and she left.
10-31-20 second appt. Sign paper work and made appt. to install 11-14-20.
I called later that day to change the date. She had given me a supervisor name, Jeep Crompton to call for any installation problems or changes. I contact him and was able to be installed 11-6-20. On 11-5-20 I got an email stated for 11-6-20 was confirmed. 11-6-20 I called to confirm, no record was found. I called Mr. Crompton and he tells me no problem and the installers are on there way. Installers shows up and installers checks things out. We seem to have an issue with the count of flooring we brought. It seems that we needed at least 2 more boxes to complete both rooms. Remember, sales lady ordered 19 boxes. The error was on her part. She did not measure the room correctly. The difference of the measurement was almost 2 boxes off.
So, this is where the nightmare starts for me. I called Mr. Crompton, nevered return my call. I text him, the same. Installer called a man named Xavier. Installer and I talked to him and tells us he we need to look into this.
Days went by, nothing from either of this so called supervisors contacted me. Did I forget to mention, I removed all carpet from both rooms and baseboards so I can be ready for them. So, weeks are going by and still nothing. I called customer service and explained. No help or even caring about the problem I was going through. I made a decision to cancel all together and move on with this ordeal. Called an canceled. Find out that I can't get my deposit back. Wait one minute here. Let's get something straight. The sales lady screws up on her measuring a room, no one contacting me regarding the extra 2 boxes I needed to do the jobs, waited almost 4 weeks without flooring and now your saying no deposit back.
It's not my fault that the flooring was short. It's not my fault I am dealing with unprofessional people. It's not my fault that these supervisors are contacting me back. Empire believes it's alright to screw with customers
and screw them at the end. The people that I contacted by phone, just did not give a hoot. So to wrap this non-sense up, I left word (text) too Mr. Crompton that if I didn't here from him, I be looking into legal approach.
Not surprised at all. He never contacted me since my text nor did the other supervisor. I got a survey regarding the sales visit. What a joke that was. Never got a call regarding that either. Never will I do business again with Empire Today. Good news, found a top professional to install. Floors looks great and no problems ordering flooring or dealing with people.
You asked for details, well just contact me. Better yet, stop on over and we can chat if you really care.

We had Empire today install carpet that was so full of chemicals, we had to pull it out in less than 3 weeks. Then they put in Red oak, to which I was allergic! We went with them because of their competitive prices. Big mistake! I had to live in a hotel for most of a year due to the above problems. We lost over $55, 000 and we are low income retirees!

Resist the temptation of buying from this low quality product company!

May 2020, I paid to have hardwood flooring installed on my stairs and the walk way upstairs. In september, the wood applied onto my stairs, started to come apart, so I called for it to be repaired. Someone came out to inspect, and stated that the parts was gonna take awhile to come in. 2 months later, I called to see what's going on with getting the repair completed. I was informed that if I want to have the work completed, that i'll need to pay an addition $318! I was informed that the issues with our stairs is not an installation error but the customer error. Very disappointed with empire, I will never uses them again, or even referr anyone to them! I'm still upset about the lack of communication, lack of warranty services, for covered work. I wish I never used them