Empire Today
Reviews and Complaints

I made a request on September 4, 2018, regarding reimbursement for the remaining deposit on this cancelled installation. I've also made a request I made to [protected]@empiretoday.net on September 12, 2018. I've spoken to and emailed this request a third time on September 25, 2018.

My brother, who originally ordered the installation, died in mid August 2018. Before we lost him, he put a $900.00 deposit down on June 20, 2018 for carpeting at his home. My brother entered the hospital 9 days later and was not able to complete the purchase. I spoke with Empire on the phone at the end of June to explain that the installation could not take place. We received a partial refund of $450.00 on August 30, 2018.

I am requesting that the remainder of the deposit be refunded due to my brother's death. I have sent a copy of his death certificate twice, as well as the surrogate court's letter listing me as the executor of his estate.

No one has responded and the remainder of his deposit, which is significant, has yet to be returned to me. We've been trying for six weeks with no response.

On the 22nd of September we were scheduled for an installation of Gray Pearl Laminate, the installers showed up with 4 boxes of materials and needed 5. They left and said we would be contacted and we weren't. I called back on the 29th of September and spoke to "Devon". He assured me that all changes were made and in the system regarding the color change from Gray Pearl to Irvine Terrace, provided a 200$ discount on the order. Installers showed on on 1 October with the wrong color AGAIN. Called to complain again and spoke to Rubin, he was apologetic and offered another discount of 195$ assured me again all changes were correct. Installers showed up this morning with Gray Pearl laminate. Called to complain asking for an installation this evening no matter what...denied. Cancelled the order and demanded my refund of 380.95$ is going to take 10 days. I'M DISAPPOINTED BEYOND BELIEF WITH EMPIRE AND HAVE NO MOTIVATION TO DO BUSINESS OR RECOMMEND BUSINESS WITH THE COMPANY EVER AGAIN. I can be reached at12022516321 or email at [protected]@yahoo.com.

Took time off for the carpet install. Day 1, they tore up the old. Day 2, no one showed up. Called multiple times, was told someone was coming. No one showed. They subcontracted out the install. Subcontractor didn't show. Subcontractor called that night and said he would come out if I paid him separately. Had to take another day off work to do this. Never an apology from anyone. Within a year, carpet was unravelling and needs to be stretched. Empire says they aren't responsible because they didn't install it. No, but their subcontractor did. Which I was forced to use because they never showed up. The product is horrible and customer service is worse. Now I have to eat the cost of new flooring again after only a couple of years. I have made a point of telling anyone looking for flooring to avoid Empire. I would have been far less disgusted if they had at least taken responsibility for their product and their conduct and made it right.

We met with a sales rep on August 29 to set uo installation of vinyl plank and carpet. We had previously met with her and chosen what we wanted and then she left for a vacation. When she came out on the 29th she brought in samples and was ready to set up installation. The samples were not what we had chosen previously but much lower grade materials. My husband pointes that out and we again chose materials. She was given a check foe $6, 300 that was called in and immediately transferred to Empire. I have my account set to give me an alert when amounts over a set amount run through my axcount I received the alert while she was sitting next to me. I eas given the check back. Installation on the vinyl plank was to start the next morning. The 1 installation guy showed up and immediately took a level around our house telling my husband that we had foundation issues and he would have to collect more money to fix them. He also proceeded to inform my husband that he couldn't start until the house was completely empty and that he didn't ove things. This was all opposite of what the sales rep had told us! My husband told him to wait while he called our sales rep and he proceeded to tell my husband he couldn't wait for that. That told us something was not right so we called the sales rep and cancelled. I called Empire the next morning to make sure it was cancelled. We were told to expect a refund in 10-15 business days. We have called numerous times and have been told multiple stories, hung up on, and basically lied to. Today is the 18th business day and 28th calendar days. We want our money back.

On 9/18 I purchased and ordered a plank/laminate flooring for a rental unit based on the guarantee that it would be installed on 9/21. I was informed on 9/20 it would be delayed until 9/25. Today i'm Being told informed the delivery is now unknowable.

This is for a rental unit in which the tenant cannot live because of the damaged floor. I am having to front the cost of putting my tenant up in a hotel until the job is done. A horrible situation for her understandably but this continued delay is infuriating not only for me but her as well.

I have even given Empire the option of substituting the original choice for another product which is available. I have indicated what my order of preference is.

I need immediate attention to this and have spoken to 3 different reps already today.

We had a salesman sent out from Empire today. He sold us some Laminate flooring and Tile. Charged us for them moving furniture. Said the job will take 1 2 day to complete. They showed up to install [censored]ed about moving furniture. I had to help move to get them to quite [censored]ing. Then they tore up some old floor and said they didn't have enough material for job and left.They came back the next day and took out more floor, starting installing, ran out of material and said that's all they had on the work order. Took forever to get a hold of customer service. Finally got a hold of Amy in Seattle, and got more material for the job. She said the salesman didn't figure the right amount. They played the blame game. They showed up for day 3 and day 4 still not done. Day 5 came. They then tore up
both bathrooms, removed toilets, and said they would be back the next day. Great, Wife, Stepdaughter & myself in house with no restrooms That's a great idea. Day 6 tore up flooring in master bath and said floor wasn't level. Said it needed to be fixed. That the salesman told us if there was a problem with sub floor they would fix at extra charge. Which I agreed too. I told them to fix it, he said he had to call the office and get approvel. This was at 11 AM. I received a text from the installers boss that said Amy, from customer service will call me in a few mins. No call all day. They left at 6:15 pm. Amy called at 6:17 pm, I am sure just after they called and told her they were gone. Amy said sorry she was so late but she had to spend time with her family and that was more important.
She would call me by 9 AM the next morning. It is now 6 PM and still no call. I finally talked with the installation manager, he said he will call me tomorrow morning.
By reading the rest of these complaints, I will get a auto reply saying they will call me. It will amaze me if I get a call.

I had laminats flooring installed in my home in st augustine beach florida a year ago. I made complaints about the flooring buckling and coming apart 3 months after it was installed. They asked me to wait and see if it got worse. Nine months after it was installed, it was bucklimg and looking Awful!

I called up the company . They sent a guy named Brian out to check the floors. He blamed it on me! He said there was too much moisture in the house. I took care of the flooring exactly as the said!

When i had it installed I told the representative Stacy, that the last laminate I had imstalled had to be removed because of buckling. She insisted that Empires floorimg would never ever fall apart or buckle! She insisted that Empires flooring were guaranteed fully for 25 years., I beleived her.!

Empire knew that I lived near the beach and. They assured me that there would be no problem. With the product they installed! They knew that the moisture level was high, but said there would be no problem, They are suppost to know their product, and if it wouldnt work in my home they should have told me. I even insisted that they acclamate the flooring for 3 days?

Now they just "-wrote me off" telling me it was my fault! I took care of the floors just as they said!

Now i am stuck with the flooring all comming apart at a cost of $6, 000! They are liars and theives and never intended to fix my floors!

I am appauled by their behavior! And it cost me $6, 000!

Betsy Malman

I recommended Empire to my aunt and she decided to use them. The installation was very professional but the carpet is defective. She has tried for months to have the situation resolved with NO success. Calls are not returned, messages are supposedly left but there is no response regarding this issue! The carpet issues grows larger every day. These pictures were after a few days of installation. No one at Empire has disputed the carpet is defective but they will no respond with a remedy!

This was my first time making an order from empire and Empire really disappointed me. When the installers showed up to my house the first time they brought the wrong order and when they showed up the second time they brought the right order but couldn't move my furniture because the installers was told from their office that the bedroom piece was too big and asked me to dismantle it. I was in shock when they told me such a dumb excuse. And I'm just going to say that their customer service is completely useless. After my incident with the first arriving installers, I called the Salesman(Shawn) and told him what happened. He told me that his phone was dying and he was going to get his iPad and resolve my problem, he never called. I called customer service to report my problem but was then later sweet talked into keeping my order and have a special discount for the inconvenience, but when i ask for an email for my order and some other thing, the lady on the phone promised to email me what i asked for but three days later i received nothing in my inbox NOTHING. I will never recommend this idiotic and ridiculous company to anyone
and let other people experience the ridiculous [censored] I've experience. They're the most useless and disappointing company I've ever experienced in my entire life.

We asked for white LVT tile. Salesman brought out a board of 6-8 colors, none of which were white early July. He sold brown to my husband. He then said Empire does not have white tile. That is ridiculous, it is a flooring store. We stopped the brown from going in and tried to change the order. One time, we did get a call from a main number and were told to go on line to look at tile and figure it out. We did. Numerous calls, no call backs, etc. for a month. We had to get work done so we were forced to cancel the contract bc no return calls. They actually charged us $120 for cancelling the work. We would have loved to had the work done but they never called back. Still to this day (2 months now) I call several times a week but never get a call back. Shameful how they operate. They have lost out on a lot of further work bc I am a construction coordinator.

1. We contacted Empire Today they came out did a quote of $3, 700.00. We told our salesperson we had to think about it.

2. After being contacted by Empire Today customer service personnel. Being told our original price of $3, 700.00 would be honored, if we would have our representative come out right away and sign contract. We agreed to have salesperson come back out.

3. Saleperson came back out. Her price was now $4, 200.00. As product had changed to a different line and the new line was higher priced and old one was discontinued. We told her how the representative told us it would still be $3, 700.00. She said the customer service personnel don't know anything. They could not have even seen our qoute as it was in her I pad and had not even been submitted to company. We refused to continue. She left and came back 15 minutes later saying her manager said to offer it to us for $3, 900.00. We really did like the product so we agreed and signed the contract.

4. The first day of installation one guy comes to our home. He said his partner would be arriving latter. He proceed to tell us he is going to put flooring on top of our old. We informed him that salesperson said they would be taking up old flooring. He responded by saying the sales person lie they don't take up old flooring. My husband told him to forget it then and walked out of room. Installer responded to my husband's comment by saying okay I will remove the old flooring. I then looked at contract and it clearly stated old flooring would be removed.

5. Installer began removing flooring with tools that belonged to my husband that was sitting on kitchen table. He then said he had to leave to go get supplies for leveling the flooring. He came back from HomeDepot with his own tools. He finished taking up kitchen floor. After he poured this concrete leveling on our floor and left for day. Our floor was terrazzo floors, so they didn't need leveling.

6. The next day he arrived back still without any help. He had stopped at HomeDepot and bought a propane torch. He said his boss told him to us it to melt glue to take up living room flooring. He must never had used a propane torch as he was reading directions but must have skipped part to turn off gas was flame was not ignited. My home filled up with propane gas as he never shut off the gas when he was not using. My husband had come home walked in and was horrified at the smell of gas. He picked up the torch, instructed installer that you are supposed to shut gas off when not in use.

7. He put the new flooring down in kitchen. There were many ripples and rips in our new vinyl sheet flooring. He informed us that he would be back the next day with his partner an another 2 man team to finish the remaining rooms.

8. The next morning no one shows up. I contact customer service late that morning. I explained what had been going with my installation. How unhappy we were from the get go of the whole experience with Empire Today. She told us that she would have the Tampa office contact us and resolve our situation.

9. Tampa installation manager called us back. He informed us 2 different installers would be coming the next day to complete the job.

10. The next day 2 men showed up and started to finish the flooring. They tried very hard to make us happy. They worked 3 days on our floors. They had to take up want the previous installer put down in the kitchen.

11. When the left on 3rd day they would come back in a day or 2 to complete the job. They were short 3 transition strips and did not have the roller to roll out air bubbles in floor. He said he could not give me a definite time as they were already assigned a new project for next day.

12. Several days passed my messages to installer were not returned. I then contacted customer service again. I was given run around with the first agent who I spoke to he said he could not reach anyone in Tampa to find out what was going on and he left voicemail messages. The next day my husband called and in a short time someone called as he said that it would be resolved. A short time later the installer called said he would be out the next day to finish things up.

13. Well after almost two weeks we got our new vinyl sheet flooring installed in kitchen, living dining room, hall and one bedroom.

14. Just had to contact install a seam in hallway a inch half in front of transition strip entering s bathroom was separating . Just heard back after a few days he could be out in 3 days to fix it.

15. In the meantime I came across my notes. Our original price for kitchen, living dining room, hall and bedroom was $3, 100.00 . It was $3, 700 with a bathroom we had decided not to have done. So there was quite a big difference in original qouted price.

16. No one from customer service has bothered to follow up with us with regards to our experience with Empire Today.

I would NEVER recommend Empire Today to anyone for their flooring needs. Customer service is horrible the first response agents need better training. After reading all the complaints on the internet it sounds like I am not the only one who had issues . I have worked in customer service for 20 years and never would have treated a customer this way. Or have I ever been treated this way from any other company.

Patty Klein
Holiday Fl

The photo attached is how our new flooring was put on our porch while waiting to be installed.

I had a scheduled tile installation for Saturday, August 25th. I received a call at 9:00 saying the installers were on their way. By 11:30 I started calling. The response was, 'We left a message for the installer to call you.' I called 7 times and never got a call from the installer or the installer's boss. No one ever came. By 5:00, I spoke with a manager who told me this was unacceptable. He told me that it was the only job the installer had that day. They scheduled me for Monday, the 27th. Again, more waiting. When the installer arrived he told me the truck had been loaded on Saturday but his boss told him not to come. They just never called me even after they were called 7 times. When the installer arrived he told me to vacate since the area was the entrance to the house and I wouldn't be able to walk on the surface. The property is empty so I left and returned the following morning and the tiles were installed neatly but they are not straight. There is not one line that is straight. At one point the tiles are off 3.5 inches in 12 feet. The sales person I originally spoke with took photos and thought the installer was drunk. I received an appointment for September 7th for them to rip it out and re-do the work. After waiting 5 hours (I was supposed to be first job of the day) they arrived at 2:00 and told me there is nothing that could be done because none of my walls were square and my rug that was adjacent to the tile was not straight. This was all determined with no measuring tape.
I got a second and third opinion from reputable sources who all agree the tiles were not installed correctly. They measure my rug and it is perfectly straight. Now I am stuck with a terrible tile installation that I could have done better myself. I would never recommend this company and if it doesn't get resolved will have to pursue a lawsuit. What a joke of a company.

placed order Aug. 10. Appointment scheduled for Tues, sept. 4 to remove tile and begin installation (3 day process). Sent email to your rep on Friday, aug. 31. He replied and confirmed us for Tuesday. My kitchen was completely demolished & ready for flooring to begin (1st phase of remodeling). However, no one showed up Tuesday. I have made many phone calls to your customer service and only explanation is the blame game between sales & installation. I was told by customer service I would receive a call from regional manager, which never happened! My husband took a week off from work and all our other contractors now need to be rescheduled: my entire project is now 2 weeks behind schedule all because our rep never bothered to actually look at the installation schedule when he confirmed our appointment. This is unacceptable and I also have to wait 7 to 10 days to receive my down payment.

9/6/18
My Client # is 1-BKA080 On 8/18 Josh Skoba came and gave me an in home sale for laminate flooring and carpet for the stairs. I paid $592 at the time. We set up an appointment for 8/25 for the laminate installation and the carpet installation on 8/27. He told me that the afternoon for the 27th would be ok therefore I took 1/2 day vacation. They called on the 25th to say they would be here between 2-4. They arrived at 5:00 and left at 7. They did not complete the job and left the materials that weren't installed. On the 27th I took off the afternoon from work and they called to say they would be here between 8 and 10. I told them I wouldn't be home till 12 and they cancelled the appoint and made me reschule. I had to take a vacation day to be here for the rescheduled date of 8/30. We rescheduled both the stair carpeting and completion of the laminated floors. They both called in the morning to say they would be here between 9 and 11. The carpet installer came by 9 and completed before the hard floor installer came at 10:30. The hard floor installer did not have enough materials to complete the job. I was off work Thursday and scheduled a 3rd appoint for 9/6 to complete the hard floor installation. Just received a call saying they didn't have the materials and could not tell me when they would. The reference number for the reschedule was 1-[protected]. I have paid the full amount of $2592.00 for this installation and am going on a 3rd week of my home being torn up. I try to communicate with others than customer service as I am not getting any satisfaction but they will not give me a contact. Could anyone tell me when this will be completed? I've even called a couple of times the salesman who gave me his card in case there were any problems and he won't return my calls. My next step will be to contact the Better Business Bureau as I am looking for the World Class Customer Service mentioned on your voicemail. I would like this installation to be complete and feel I am owed some compensation for the time I've had to take off work.

Beware what you sign with Empire Today despite what the sales person says! Our experience was what I believe was an attempt at deceit that I was fortunate to spot before it was too late to cancel. When we told our salesperson that we would think about it, he told us that that was OK and a $20 deposit would lock in the price. My wife gave him her debit card for this. He asked if he could check my credit to confirm that we could secure financing. Without telling me what he was doing or informing me that he was doing it the salesperson proceeded to complete the transaction committing us to the sale while leading me to believe I was signing paperwork relating to holding the pricing. He then handed my wife the debit card and said we would not need it because my credit score was so good. On the last page I was signing I noticed that it mentioned a "Three-Day Right to Cancel". The salesman assured me that I should ignore the text of the contract and I had until three days before the estimated install date to cancel. DO NOT LISTEN TO WHAT THEY SAY! READ THE CONTRACT! When I complained to the corporate office rather than apologize for this deceptive sales tactic they asked me why else I would do a credit check unless I was proceeding with the purchase. The most chilling words from the supervisor that I spoke to was "I'm looking at a fifteen page contract that has your signature all over it.". Thank God I cancelled in time. My advice is to stay away from this charlatan behavior.

I had a vinyl door installed in my bathroom, kaundry room and closet. The gentalman came out was missing the transitional plates between flooring. My flooring install is still not complete from 7/14/2018 oringal install.
After several attempts to reach the regional manager Ashley, I have now not gotten a responce. No phone calls or emails back concerning my install.
The transition pieces are missing..which us causing the floor to lift.
However the bill has come for payment being requested. I have just submitted my first payment on a none finished install.

If I could give this zero stars I would. I would NOT recommend Empire Flooring to anyone. They are a scam! First, they send a smooth talking sales guy out to talk you into not only their product but how great their customer service is. Second, they take your money...over 10k. Third they install beautiful flooring in March 2017 that creaks and pops all over the entire floor. Then they send someone out, get it approved to replace the entire floor in November 2017 BUT now won't return your phone call to set up. Then wait a few months meanwhile ignoring all the calls you've placed to them. Have someone from corporate call in February 2018 to take care of you because it's been over 9 mos and he wants to get it taken care of. You tell him someone was to follow up only to find out she's no longer with the company. He tells you he will call back. You call back weeks later after no return call only to find he's no longer with the company. Continue calling to have no one return your call. Reach another someone in corporate March 2018 who has to go thru all the paperwork to catch up to what they are suppose to be doing. Promises to call the next afternoon. Doesn't. You call the following week giving Empire once again the benefit of the doubt. Leave a message. No return call. Someone calls you again in June 2018, mind you over a year of install has gone by, you say you're tired of dealing with the back and no forth and say you want refunded. He says he can't authorize that but will talk to someone who can. However he throws you a pitch and promises he will personally make things right if you give them another chance. You agree. They send someone out who wants to install Luxury Vinyl Plank instead of Hardwood. You say absolutely not. And haven't heard from them since. Just today my husband called them AGAIN talked to Anjelic in Corporate and refuses to refund our money but says they fix the problem and will have to call us back. I am furious! I am not only reporting them to Better Business Bureau I'm calling the local news! DO NOT BUY FROM THEM AS THEY PROMISE YOU EVERYTHING UP FRONT INCLUDING SUPPORT FROM CUSTOMER RELATIONS BUT ONCE THEY HAVE YOUR MONEY AND ARE DONE WITH INSTALL THEY WONT RETURN YOU PHONE CALLS.

As large of a company Empire is, why is it that they don't have their own workers? These "random" contractors hired by Empire don't care enough to truly take pride in their work or leave a positive impression while representing Empire.
I just got laminate installed and my credit card was in one of the contractors possession because it is Empire's policy to pay the remainder at the time of installment. I come to find out that one of the contractors that Empire sent to my home stole my credit card information and purchased a set of car rims for $1000. I called to file a complaint with Empire and ensure they don't use those contractors again, but didn't receive much help at all. I will never be using Empire again, because I don't trust them!

I am filing this complaint in hopes that a manager/owner/someone will contact me and actually resolve my concerns regarding the flooring that was installed in my home on 6/4/18. I actually filed a complaint claim number 1-[protected] on 6/5/18. Since then, I have been in contact with several individuals to try and get this flooring either replaced on repaired - there are numerous "bubbles"/planks that do not fit together properly causing a bubble effect throughout the flooring in my home. I filed a complaint with Empire regarding my concerns and on 7/20/18 (this is how long it took Empire to respond to my complaint filed on 6/5/18), the original installer was sent to my home to repair/assess. He took several pictures and indicated the entire floor would have to be replaced as the bubbles could not be repaired. I provided a statement on the Complaint Summary indicating I was extremely unhappy with the product/material and requested new product to be provided to me. My request was ignored and after several phone calls later, specifically on 7/30/18, 8/1/18, 8/6/18, 8/23/18, the installation manager, Traci Dealto [protected] scheduled an appointment to bring more product out to "see if they could "repair the bubbles in the flooring. This appointment was scheduled for today, 8/29/18 between 9 am to 11 am. At 10:30 am, I left a message for Traci as no one had showed up to my home. It is now 11:30 am and no one from Empire has showed up or contacted me or returned my phone call. This entire ordeal has been frustrating and very unprofessional on the part of Empire Carpets/Flooring. I am officially filing a complaint and requesting that a higher level manager contact me to resolve this matter. Additionally, I am now paying for this flooring without it being repaired to my satisfaction, so I am also requesting that I be provided with new flooring or for Empire to deduct a percentage off of the balance owed as I have been trying to get this matter resolved since 6/4/18.

Had carpet install feb 2017 4 month late the carpet came up in some areas they send someone out to make repairs. Then a few month later it happen again they sent someone out again. They told me it need to be replaced because the fault of the installer. I called again they sent someone else out and this process keeps going on. And for the last 6 months I would call they would tell me and no one would call back. Also spoke with the sale rep and he told me he would handle it but the same thing no phone calls. I have contact them by phone and the same no phone back.
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resolved Reference number is 1-[protected]