Empire Today
Reviews and Complaints

We had LVP installed about 6 months ago. The seams started rolling and got a bubble in one spot. Our house is a concrete slab so it should have a vapor barrier under the floor to protect from moisture. They had the installer come pull the flooring out and now saying carpet is the only thing that can be installed which would be my whole house. If they install the LVP it's going to void the warranty. They are saying I need to have a contractor come out to seal the floor so it doesn't void the warranty. The salesman said there would be a vapor barrier installed under the floor because that was one of my questions at time of sale. Did not happen. I wouldn't recommend this company to anyone.

I met with the sales rep in my home in Aug of 2019. I explained that I could not have the floors done until the spring of 2020 due to the installation of a new roof in Dec and also new sliding doors in Jan 2020. The sales rep said this would not be an issue so I paid 3k on a deposit for new flooring.

I received a call from Empire Flooring in April 2020 stating they had canceled my contract. It has taken me 4 months to get a customer service rep to respond to my inquiry about why Empire canceled the contract. I am still waiting for the manager from the local office to respond to me to find out why my money wasn't refunded. Please help.

Very Frustrated and Disappointed!

My husband and I met with Sales Representative for a consultation in mid July 2020, for wood flooring for my entire upper level, stairs and foyer, and, LVT flooring for three bathrooms. Got approved and installation was scheduled for the next day. The kitchen flooring is not leveled with the other flooring, about 1/4 inch higher, and where the refrigerator is, the wood does not meet up to the kitchen cabinet. In the master bedroom, there is a portion of the flooring where you can still see the subflooring because the wood is not appropriately connected to the other wood flooring, as well as pieces of the shoe molding were left just square without adding the rounding pieces to make it complete. I reported my concerns to Empire, along with work to replace a few baseboards/shoe molding that were damaged when I got some doors replaced, which I was willing to pay for those repairs. I spoke with my assigned representative, who scheduled for someone to come out to access what needed to be done. The foreman, who did the initial install came and took pictures of the repairs that I was going to pay for, as well as, the concerns that I had with the initial installation (space gapping with the flooring in the bedroom and the kitchen not being leveled with the other flooring) throughout the upper level. The representative contacted a few days later and I was quoted $544 to fix the repairs that were damaged, not fault of theirs. I received an install date and when the installers came, they did not have all the material to fix all the repairs that I agreed to pay for. I mentioned to them my concerns about how my kitchen flooring was not leveled and they agreed, took pictures, called their supervisor, and, said that they'd get back to me. For the second time, I received another install date, and, again, they only came to do the repairs that I agreed to pay for, and, did not have all the material to complete the job. I spoke with the representative and reported the same issues. For a third time, the cycle repeated itself with the same result, took pictures and agreed that the flooring was not done properly. I informed the representative of my disappointment and how dissatisfied with the outcome of nothing being done to rectify the issues with my flooring. After weeks of going back and forth, I requested that a Supervisor come to see the work that was done, and, to see if my issues/concerns and fixed to my satisfaction, took pictures and nothing was done. I mentioned that we're paying almost $15, 000 for the flooring, and, that we are not satisfied customers of the work that has been performed. She indicated that she did not see where an inspection was completed on file after the flooring was installed, and, I agreed, so she scheduled an inspection. When the contractor came out to access our concerns, we were informed that the kitchen flooring was not leveled because pieces of our subfloors were damaged, which was not brought to our attention, on the day of the install. I said to the contractor, both me and my husband were here doing the installation, and, why was it not brought to our attention? We are not the professionals, so how are we to know! He stated that they would have had to take up our cabinets in order to fix the problem, which I disagreed to. After that, I was contacted by my assigned representative, who informed me that the contractor said that there was nothing that they could do to rectify the problem, and, that the contractor for Empire said that they were willing to take off $200, and, I told her that that was unacceptable, and, for the amount of money that we're paying for the floors. It seems as though they are finding ways to make excuses as to why they don't want to resolve their mistakes. For the fifth time, on October 22, 2020, two more installers came and had only two pieces of baseboards to repair (for $544.00) and I said absolutely not. They again took pictures of all the problem areas, agreed that the flooring was not leveled, called their Supervisor, to report all the issues, and, he asked if could speak with me, which, I did, and, he assured me that they would resolve all of my issues/concerns. I have attempted to reach out to the supervisor, twice, and, left messages, and, has yet to receive a call back. I have also sent the representative two emails, in which she provided would be the best way to contact her, but, has yet to hear back from her, as well.

I am looking forward to a resolution to address my concerns/issues with the hardwood flooring, or, a full refund.

Sincerely,

Valerie Blalock

The installer showed up late with a carpet sample that was not of the quality my wife and I had chosen. We decided to cancel and wait because it was going to cost us at least a few thousand more for a different type of carpet. We were told by multiple service reps that because we didn't cancel within the 3 days, something the sales rep failed to mention, that we would not be getting out 400 dollar deposit back. Who cancels within 3 days? We waited 2 weeks for the install and were presented with an inferior product. Of course there wouldn't be any issues within 3 days.

This has to be the shadiest and most despicable business practice I have ever experienced. Empire pulls this during a pandemic no less, when money is very hard to come by for most people. Who thinks they are going to get ripped off by a carpet contract? Next time I'll definitely read the fine print and I hope everyone stays far away from Empire today.

First I would like Will Jameson, senior Vice President call center, email address.
Empire carpet went from the best to the worst,
1.Sales person is not on the same page with installers
2. Fail to tell the customer to qualify for lifetime guarantee there may be extra work needed on the foundation or subfloor in order to cover the warranty

Signed a Contract with Empire Today (sale rep Joe Kline) a month ago. We were told all of the laminates and tile products we selected were in stock, installation would take place 3/4 days (this was a Thursday and weekend approaching) so the next Tuesday's. Also our installation would only take 2/3 days if that long because two crews would be working at the same time.
The first day (Tuesday) only a single tile installer showed up (@ 9:45 am, he was to start at 8:30am), worked for 3 hours removing out tile, construction cleaned and told us he had to leave and would return Wednesday! No reason, just rolled up and left.
On Wednesday both crews arrived around 8:45am, the laminate installer brought our materials in and set up a staging area in my living room telling us the materials couldn't be staged or stored in my garage due the heat.
Both crews worked until 4pm, the tile installer finished our job to our sanctification and left at 4:30pm. The laminate installer construction cleaned after finishing 2 rooms of and starting our stairs. They left a t 4:30 also saying they're coming back to finish on Friday morning.
Friday came and went, it's been a month and they've never been back!
We/ I've called Empire Today several times over the past month, (I have names, dates and times of those calls) including our sales rep (Jo Kline), but have gotten nothing but excuses, promises and lies all of with have left us with unfinished stairs, construction materials in our living room and paying on financing which Empire was already paid by the bank! I'm also going to file a complaint with the BBB.

I have hardwood and carpet installed in February 2020, spent over $5000. The carpet on the stair along the wall was not cut correctly. The wood stairs are visible. I have called customer service numerous times (since May 2020). Here we are in September. I keep being told the local office has to call me to resolve the issues. When I call to follow up, I keep being told the ticket is assigned to someone, and I have to wait for a call. I have not recieved a phone call. Once they get your money, good luck getting a reponse or the issue resolved if something goes wrong. The only avenue you have is the 800 customer service number.

I spent quite a bit of money with Empire today to install a rug in my large living room and hallway and laminate floors in my bar, dining room and entry way. The salesperson assured me i was getting a high quality product that had a 30 year warranty. After specifically addressing matting and buckling, because this was a concern after seeing bad rugs. He assured me that would not happen and I was purchasing a quality product that the company stood behind. After 8 months the rug began buckling and matting down. It was brand new and it looked like it was a 30 year old rug. I'm utterly embarrassed to have company over. I'm immaculate with my home and there is very little traffic in the area. I'm still paying payments on something that I'm ashamed of. After many unanswered calls and reporting to BBB, I was told that I would need to have the rug professionally cleaned and as a courtesy they would restretch it. This is utterly ridiculous and will not solve the problem. The rug needs to be replaced! Not to mention I have large furniture that would need to be moved TWICE in order to do this. I run a busy medical practice and have children and this is a huge inconvenience for something that most definitely will not solve the problem. I've had several flooring companies come out to get opinions and every one agrees this is disgraceful! I will never recommend them to friends, family, colleagues or patients. And I will continue to write reviews online to warn everyone to run from this company! Their products are HORRIBLE and their customer service is even worse!

Since 05/14/20 I have been trying to get Empire Today to finish a carpet installation job they started in my home. To this day the old baseboard are still in the bedrooms. Empire submitted incorrect invoice to the bank and were paid for an incomplete job.
In May of 2020, I filed a complaint with the bank. On August 18th 2020, I received a letter from the bank stating; they investigated my claim and the job was completed. Attached to the letter from the bank was a certificate of completion. There is a problem with the certificate of completion.
Conveniently, On August 19th I received an email from a manager at Empire Today, staying she has been trying to reach me. Total fabrication. The last conversation I had with Empire Today was in June 25th 2020. I sent an email to customer service. I was told it would be sent to a manager.
On 08/25/20 the bank supervisor and myself tried to co contact the manager at Empire Today via 3way. She was not available. A message was left for her to reach out to myself or the supervisor at the bank. Either of us have yet to hear from her..
In addition I have also filed a property damage claim with Empire Today. I have sent pictures to the sales representative, customer service and a manager. No inspection to date. I have never dealt with a company like this before. I'm just wondering if I'm the only person this has happen to or I'm just unlucky. They have no courtesy, not even some common decency to say sorry let's resolve this amicable. Thy turned a blind eye and expected to be paid for some unfinished job.. To Be Continued..

I'll start by saying the Sales Representative was very courteous and very professional. Listen to what I was looking for and offered suggestion. Everything went down hill after signing the contract.

I signed the contract the the beginning of July 2020 and requested installation on 15 August 202, needed time to paint and complete other updates that were best done before new carpeting is installed. During the 1.5 months from contact signing and installation I get confirmation emails for installation on 15 August 2020. Confirm installation each time I was sent and email.

The Monday before installation receive a confirmation email for the up coming Saturday, 15 August 2020. Wanting to try an plan the day call and ask for a 24 hour notice as to when I can expect the installers. Told some where between 8:00 AM and 6:00 PM. Very wide time frame so I ask if the day before I can get a narrower time frame, told no.

Requested to speak with a manager, none available, so ask for call back. Three hours later manager finally calls me, told that the best they can do is the 8:00 AM - 6 PM time frame. Very cocky manager told me that is how they been doing business for 50 years and they are not going to change.

Day of install, 15 August 2020, get a automated call from Empire at 8:15 AM saying the installers would be at me house with in the next 2 hours. At 9:30 AM received a call from the installer that they didn't have the proper padding for the carpet I order in stock at the shop so they were going to Home Depot and Menards to try and find the proper padding. Requested the installers have the manager call me so I can discuss with the manager why the proper padding wasn't available when Empire had known for 1.5 months that it would be needed for the install on 15 August 2020.

Installers show up at my house at approximately 10:30 AM, have an upgraded padding in the van, thinking OK, getting an upgrade. Look at the amount of carpeting they have with them, tell the installers that I didn't think there was enough carpeting to complete the job. Installers tell me there is. I say OK, do go to work.

Installers remove old carpeting and padding, start to layout new carpeting. At approximately 1:30 PM one of the installers comes tells me they are short on carpeting for 1 room in the lower level, ask if they should continue with the installation of the other areas, I said yes, after all he house is unusable until at least the upper level is complete.

Installers, continue to layout the new carpeting that they have. At 4:30 PM, I'm told they will not be able to complete the installation because one is not feeling well and they would be back on Monday 17 August 2020 with the additional carpeting and complete the job. Nothing was completed, can not use the house.

Call customer service to complain, requested to speak to a manager, no manager available until Monday. SO now I have to take vacation day on 17 August 2020 so I can be home for the installers to complete the job.

17 August 2020, I get a call from Empire at approximately 7:45 AM that installers will not be out until 18 August 2020 because the additional carpet needed won't be in until later today. Now I need to take another day of work so I can meet the installers and let them in. Again ask for a manager to call me to discuss this poor performance and lack of customer service.
SO as of today 17 August 2020 at approximately 10:00 AM, I still haven't heard from a manager from my request(s) on Saturday 15 August 2020 nor has a manager call for my request earlier today.

VERY, VERY bad performance and customer service. WILL NOT be recommending Empire Today to anyone for and type of service.

My very negative experience with Empire Today began on June 15, 2020. It is August 2, and my installation still is not complete. Ed Glover, my sales rep. came to my house on June 15, 2020 for a free estimate. That day, I decided I wanted Laminate in my kitchen and hallway and vinyl in my bathroom. A few days later, a work crew showed up with only vinyl for the entire project. I told them this is not what I ordered, and so they left with all of the materials. I then called empire and told them my situation. I set up another meeting with Ed Glover the following day. That night I did some research and came to the conclusion that I should have vinyl throughout the house since it is waterproof. So we set up a service date. A few days later, a service crew arrived with all of the vinyl and installed it in the hallway and kitchen. They said they could not do the bathroom because the subfloor was not sturdy enough and that I would have to get it replaced before they could do the install. They also told me they couldn't install the baseboards because the ones that were order were an inch too short. They were 3 and 1/4 inches and I needed 4 and 1/4 inches for all the rooms. So I had my bathroom subfloor replaced and called Ed Glover to tell him I was ready for my bathroom to be installed and for all the baseboards to be done. I had already told him new baseboards needed to be order because the other ones were too short. He said he would order the new ones. So a few days later another worker showed up with just the bathroom flooring and NO baseboards for the rest of the house. I called and told Ed the situation. He said they would be here that Friday to install the new ones that he had ordered. I had to reschedule the appointment because I had to go out of town due to a family emergency. The worker didnt get the notice that I had rescheduled, and he showed up at my house that Friday just as I was getting ready to leave. I told him I had to leave and that I had rescheduled the appointment earlier that morning. So he left all of the baseboards on the side of my house in my drive way. I brought one in to see how it would look in my kitchen, and it was too high--5 and 1/4 instead of 4 and 1/4. I called and told Ed the situation. Ed said he would reorder the baseboards. He never did order them, and the old ones are still sitting in my driveway. I have called him and texted him several times since then, and he has not returned one call or text from me. I have talked to several customer service reps. in the last week and no one can help me with my situation. They have told me they would talk to someone and get this resolved, but nothing has been resolved! That is way I'm writing this letter of complaint. Two months later, and my job still is not complete, and baseboards sit in my driveway. I believe this could have all been prevented if Ed Glover would have taken accurate measurements of my baseboards from the very first day he came to give me my the estimate. He just assumed they would be standard size, and they were not. Then he did nothing to resolve this issue. I have also been billed for this job already. My first payment is due August 9 and the job is not completed yet. Please contact me as soon as you can so we can get this problem resolved. I am a teacher and am back to work now. This is why I wanted the job done in June so that I could be home for the work to be done. This entire negative experience with this company has completely inconvenienced my life!

I signed up to get flooring installed in my house. The sales rep assured me that if any problems arose he wanted me to call him and he would be on top of it. Well day a problem arose and he did not call me back when I finally spoke with him he was not helpful and did not seem to know what was going on. My sub floor had issues and I was told by a contractor that the sales guy recommended not to put the LVP down until the area was fixed. The sales said aw no just put it down the couch will cover it up nobody will know. The list goes on I have spoken to managers nobody seems to care. I still have not received a call back to get my floor finished. I regret going with this company and wish I would have went with someone else. My biggest issue is the customer service!

I had carpet installed for my entire house in Dec 2019. In the military we have After-Action-Reviews (AAR) after every major event/exercise. These AAR's are intended to be honest, yet constructive. I will submit my AAR with no less intentions. The sales rep and I walked through the house and I addressed where the carpet was to be installed with transitional strips; some pitfalls where that the door to the garage may need to be cut due to the height of the carpet, which she said the installers can do. I also explained that I wanted not just the tread and risers carpeted but the stringers as well. She told me that all laminate would be removed down to the bare step. The installers showed up on schedule. They were very polite and professional throughout the entire process. I asked Empire Today if they could provide an itemized list of what was to be done by the installers but they stated that they don't provide a list. They do have a contract that states what is to be done in broad strokes but we found that to be insufficient. I say insufficient because the installers were unaware that the stringers were to be carpeted; also that the installers were to provide a transitional strip in front of my washer and dryer; the laminate was to be removed prior to installation on my steps. It became an additional challenge because the installers didn't speak English and I don't speak Spanish. I actually request a bilingual representative to come to my house but that never happened. I served as a Contract Officer Rep for the federal government and this was unacceptable but probably more common in the private sector. The installers would periodically check with their Spanish speaking supervisor for more details on their installation requirements. It became clearer that Empire Today (sales rep) did not relay the specifics to the installers' supervisor. The sales rep also told me that paper contracts (K) are historically less accurate then digital K's. The sales rep did respond to all my requests in a timely manner. After the installers completed my tread and risers of my steps, I called the sales rep immediately and informed her that I believe the industry standard is to install the stringers before the tread and risers. But she said that it was an installer's preference. Also she initially stated that Empire Today had no qualified installers to install stringers. The next day they send over an installer to do the stringers; he stated that the stringers are to be done first before the tread and risers. The other piece of this disconnect is that the sales rep didn't know that my carpet with the padding wove into the carpet itself, and not two separate pieces, could not be used as stringers because of the padding; therefore, I had to choose a different carpet to be used for my stringers. The hue is a little different from the tread and risers but it's the best you can do without replacing the whole carpet. If known that this was an issue, I would have selected a different style carpet. The sales rep is unfamiliar with carpet installation. I should have giving her warning; that, "we should contact her if we have any issues," more thought. That was a missed red flag. Obviously the language barrier, lack of itemizing, disconnect between what was promised and the installers contractual obligations, the carpet used (that's why the carpet was surplus and on sale), etc. all made the installation an emotional and laborious process for me. But this is probably an accepted business practice for most industries. Most will probably outsource to the lowest bidder knowing full well of its shortcomings and gaps in customer service. QA/QC is not even an afterthought. It's simply "do no harm to the comptroller," mentality. On 15 Dec 2019, I submitted a complaint through Consumer Affairs. I found that on the BBB's website, irrespective of all the negative complaints, the BBB still provides a three-star rating for this company; I'm not sure how that works and how much influence companies have with the BBB, therefore, filing a formal complaint with the BBB seemed futile. On 26 Dec 2019, Empire Today send a response to me via Consumer Affairs; it was the generic unempathetic response sent to all complainants; ending with: "We'll be further reviewing your concerns and will be in touch with you soon, thank you". On 7 May 2020, I followed up with "They never made contact. No follow-up. Not much to say when confronted with the truth. They are back to business as usual." I will continue to ensure that this company's opt tempo receives its just reviews.

I scheduled with empire today on June 18th with a representative. He came and showed me samples that I was unsure about, but desperately wanted flooring. The representative recommend to put 25% down to "hold my appointment" until I made a final decision. I decided to cancel the next day, on June 18th. I was called and emailed once to lower the price of services in an attempt to persuade me not to cancel, but I was adamant about cancelling because I was sure I didn't want the flooring. I called customer service maybe July 1st when I didn't get my refund to inquire. I was told my order wasnt actually cancelled until June 24th, almost a week after I initially cancelled. Between July 1st and July 9th I have called customer service countless times and sent several emails. I have been hung up on, ignored, told many frivolous things and given the run around. I will never do business with empire today, ever. I will also deter any future customers because I will be sure to express such horrible manners and lack of professionalism displayed by such a huge business.

On 6/10/20 we had a sales contractor from Empire Today (Michael Ruppert) come to the house to give an estimate on new flooring. Michael showed us a few samples and showed us one they were running a special on (studio reserve/gray pearl). That is the product we chose in the end and put a down payment of $581.12, reference acct#1-22WT1JT. We set up an installation date for Tuesday 6/23/20. Received a phone call and an email confirming appt.
Monday night 6/22/20 we cleared out all rooms/closets for the installation to happen. I recieved email confirming appt. I took the day off from work on Tuesday 6/23/20 to be home for Empire to do the installation.
Morning of Tuesday at 9:00 am I called empire to confirm a time window to when they will be there for installation. Installation dept was not answering the phone, hung up and called back at 9:13am still no answer. I then called back hit 1 to speak to the appointment dept. The gentleman on phone looked up my info and and said he does not see confirmation of installation taking place that day because they were out of stock on the product we chose. Remind you I never received a phone call from Empire letting me know they were not coming and that they were out of stock on the flooring we chose. I than asked to speak with a manager and got transferred to Jolanna (floor supervisor), explained my situation and that it is unacceptable that nobody contacted me letting me know the situation as I had to take the day off from work for this. Jolanna entered all the info into the system as i asked than to speak to a Manager higher up. Jolanna said I will get a call back once she forwards the info to a manager. At 12:00 I received a callback from Kim Lauricella (customer service manager). Explained the situation to her that I myself had to contact empire to find out that they were not showing up and nobody had the decency to call me letting me know and that I received an email the night before confirming the appointment. How is it that the day of an appointment do they realize that they are out of stock on product and it was a special that they were running. It was a huge inconvenience to me and I asked for a full refund of $581.12 and I did not want to deal with the unprofessionalism of this company. As Kim was going to put it thru she said she had to speak with her boss and asked me if they offered me an upgrade would that be good and I told her if it was for the same price I would do it. Kim Lauricella said she was going to call me back to let me know the outcome. I than called the sales contractor (Michael Ruppert) and explained the situation to him and asked if he can call and get an answer for me, as I was on the phone with Michael Ruppert, Kim Lauricella called him, we hung up. As of 3:00 pm on Tuesday 6/23/20, I have not heard back from Kim Lauricella and left her 3 messages at 3:12, 4:14 and 4:49. I than contacted customer service and spoke with Joey L, he put me on hold to contact Kim Lauricella and he left a message for Kim Lauricella to contact me back at that time I asked Joey L for contact of Kim Lauricella boss, he gave me the # for Trevor Cschiller I left a message for Trevor.
As of today Thursday 6/25 I HAVE NOT heard back from anybody from Empire Today with an answer. So unacceptable and very unprofessional customer service. Empire Today did not meet my expectations of them. I request a full refund.

I am writing this now in hope to shed some light on Empire. Last June, right around this time, we had laminate and tile installed in our entire house, approximately 2, 600 sq. ft. and it cost a LOT, needless to say. The flooring looks great, but the damage they left behind and the complete LACK of concern by Empire is the reason I am writing this. A day or so after they completed, I sent several pictures to Empire showing all of the damage. There were chips and deep scratches in two tables (one which they tried to cover up with putty), a nick in the back of our couch, they removed weather-stripping from the bottom of our front door so they could put the flooring in (installed on top of tile) but did not replace it and we had water leak in when it rained. They also managed to pull a screwed in curtain rod out of the wall. But the ultimate was when they realized that the refrigerator would not fit back under the cabinet because the floor was raised slightly higher than before! Their remedy? To get a saw and cut off the bottom of the cabinet to make it fit! And when they did that, he slipped and sawed a gouge about 3" long in the cabinet next to it! When I called Empire, they told me that in order to make this right, the person who did the install (the lead guy) would come to our house and take the damaged furniture and it would essentially be his. Then they would discuss reimbursement with me - of course, I had to provide receipts for the cost on furniture purchased almost five years ago! They actually told me he would be able to take the furniture - I am not lying. I asked for someone else to come see the damage (manager, supervisor?) and I got radio silence.

In addition to this, the lead guy told us that he bought baseboards and paid for it out of his pocket, so we owed him approximately $300 for it! Is this standard for Empire? We just financed about $20, 000 and now this? We paid him and I also sent a complaint about that to Empire - again, nothing. At the very least, I feel we should be reimbursed for this because we don't know if he had more to use for another job, was being reimbursed by Empire for it - who knows.

Last week, we noticed an area where the flooring was curling up a bit so we called Empire and they said we would get a call back in 24 hours to have someone come an look at it. One week later, nothing. I have to wonder if they are waiting until one year passes after the install so it's not covered.

The complete lack of customer service with this company is the worst I have ever experienced and I would not recommend them to anyone. They are shady and unethical. And based upon all of the complaints I see online about them, I am not alone.

Empire
Let me start off by saying that the vendors who installed my hardwood floors where awesome. They worked hard and did a professional job. My complaint is with management and the lack of communication, not the hard working installers.

Friday on June 19, 2020 I was scheduled for 0900hrs installation. Well its now after 10am and Maria called and said the workers had to pick up materials and will be at my residence at 1100-1130am.

Later an Empire employee from local office (do not remember his name), called me because the installers still did not show. He told me that the installers had to finish up a job and would be there as soon as they are done. He assured me that they would be finished Saturday. The sales rep even said this is a two day job.
The installers did work hard, they had to take apartment my furniture, rip out the carpet and install the flooring. They left that night at 6pm. The sales rep came by to check the work, and he said it looks good and they would be done Saturday night.
Saturday June 20, 2020 its alittle past 6pm and they stairs, the guest room and the master closet was still not done. The installers said they needed another day but they do not work on Sunday.
Saturday at 311pm I called and texted Sales rep, no answer. At 323pm i called and texted Maria, but no answer. I also called the Empire local office and got no one, left a message.
I understand it is father's day but I paid almost 10K for flooring and no one answered my calls or got back to me.
At 518pm the sales rep finally texted me stating he called the manager and will try to get the installers to come by Sunday.
Well it is now Monday June 22, 2020 at 1224 and still no emails, texts or phone calls from Empire!
They took all my money and the work is not finished, my place is a mess!
The installers informed me that they did not know they had to take apart my furniture and move it. They are contractors who work for Empire, and due to that they are not told all the details about a job. They wanted me to sign the paperwork stating that they finished and they would come back Monday to finish. 1. I could not have them come back Monday morning. I am a first responder at a hospital who works graves. Due to covid it is hard to take off work, and I sleep during the day.
2. I would not lie and say that the work is done, when it was not.
The workers were upset because they only get paid by Empire when the work is done and I sign paperwork.
They did bust their butts and worked very hard. But I could not sign anything.
Still no word from Empire! Will workers come back? Will they finish the job? Will they answer my calls, texts or emails.
They sure did make me pay up front, took my money in a hurry!
What do I have to do to get them to fix this?

I ordered carpet from an Empire Today sales rep (Olu Akinoande) on 4/7/20 and gave a $812.50 deposit on a $3250 carpet order. My contract #010FAFQ641 stated I had until 4/13/20 to cancel my order with a full refund of my deposit. I called on 4/9/20 at 7:46pm and spoke to a Empire customer agent to cancel my order and cancel the installation date that was scheduled for 4/24/20. My phone bill shows I spoke to her for 11 minutes. She said she would cancel and refund my monies. I called back on 4/17/20 for a status on my refund, she said it can take between 20-30 business days for a refund. I spoke with her for 4 minutes according to my ATT bill. I called back on 5/23/20 at 8:17am to get a status of my refund since it has been over 30 business days and now the agent tells me that she cannot see my order in the system. I have in good faith waited for the 20-30 days to elapse before calling in and now they can't see an order under my name. She went on to say their systems have been down for quite awhile. She said she would escalate the issue and someone would call me back. As of 5/28, no one has called me back. I would like the money I am owed.