Empire Today
Reviews and Complaints

Shameful, unprofessional ! The hardwood floor installed four weeks ago is installed incorrectly. I have sent photos to Empire Today. Nothing's is being done!
Several Nails sticking up where people can get hurt, nails all over the floor, dents every four inches from hammering, several holes where no floor is, ruined closet, dents in the walls. This list goes on and on.
Two seperate people from ET came to look and agreed. I have heard nothing and it's been 4 weeks. They each said the floor and the work was bad. Jacqueline in customer service told me "they can't tell you that."
No wonder they make you pay before installation!

I scheduled an appt. for installation of hard wood floors (engineered wood) on May 18rh. Living room, stairs and hallway a week in advance with Victor, sales rep. When the installers came they said they could not give me the rounded bottom step that I wanted and they came with laminate flooring. I rejected them. Made another appt. for the following week, Friday, 5/25/18. The installers came, ready to work, four guys. and said that step was suppose to have been ordered. I called the sales rep. Victor who then stated in so many words take it or leave it. We decided to take it, but there has been one problem after another. The installlers started the job at 9:30am until 9:pm and didnt finished. That was a Friday. I was told they would come back on the following Tuesday, which wasn't convenient for me. I said Wednesday was better. Anyway, my furniture was place in the grass outside without any plalstic under it. I also had company on Memorial Day and all the material they left was exposed. I called and complained to Selina who credited our acct. $100. We still received a call on Tuesday saying they would be out after 9am, so I had to reject them because I personally discussed it with the installer that Tuesday was not good for us but Wednesday was. On Wednesday they didn't call or show. I called and was told they didn't have the material to complete the job. 😡 They should not have started the job without having all the material they needed. When they finally came back the installer told me himself they didn't have all the materials and apologized then said when he finishes the job I'd be satisfied. Ok, so I noticed a few minor problems and call them back to fix the problems. I took off work for them to come here for a half hour. (Observe/look at the issue.) The Installer said he had to order supplies to fix the problem and hasn't returned yet. One excuse after another. Constantly in touch with supervisors who can only apologize for them. It's been over a month, and the installers have not yet come back. Jennifer called and we set an appt. for today, July 6, 2018. They called this morning and by 5:30pm, haven't showed up. I called supervisors Jennifer, Selina and Yvette and sales manager Victor over and over again. Today, I spoke to Selina who spoke to installers while I was on hold. She stated the could come out between 8-9pm tonite or between 8-9am tomorrow. Seriously! I've done business with Empire on two other occasions and have never experienced anything like this before. Can someone help me please. They are holding up process. My painters are on hold until they complete this job. 😫😠😢 I have a video and pictures. I could not activate ur video or camera to send. Please call me, ASAP!

Mrs Slemons arrived to my home to provide me samples of hardwood floor my request. Upon her arrival she asked me why I don't like carpet. I informed her that I did not call Empire for carpet. I called for installation of hardwood floors. She went to her card and obtain three board samples. The samples did not closely resemble the flooring I currently have and I asked her to see more samples. Mrs Slemons informed me that the sample in her car was very expensive and that I could not afford them. She asked that I choose one of the samples available so she could quote me a price. At this point of the conversation I offered to provide her with measurements done by a different company she declined. At this point I just wanted her to leave my home. Anyone whom
Walk into a person home and tell them that they cannot afford an item a company sells is not only rude ... let just include extremely unprofessional. I will NEVER consider Empire. If their employee acts in this manner I definitely don't want to spend my money there.

I called Empire and set up an estimate, the hours given were from 3-5 pm given an hours notice before arrival. The rep showed up at 515 with 20 min notice. I originally was getting carpet but the one I wanted wasn't in stock and wouldn't be ready for weeks. I wanted service done sooner so I went with hard wood. For this service I had to pay a handy man to remove the railings in preparation. The installers never came out to my home, didn't call, didn't show. My steps have been exposed with nails and no railings now for 6 days. I was excited to have my home ready for my guest as I was hosting my grandmothers 99th birthday party. Customer Service called and left a message saying they would install Monday, after speaking with them I was told they still may not have all the parts and will call me back. A whole day wasted and no phone call. This morning at 6 am the installer calls and says they are on their way to install my floors? I'm now on the phone with customer service and I'm being told they are still missing parts to my installation. This is the worst experience I've ever had with contractors. Not to mention the 100% mark up with a 50% discount for no service or customer service? It shouldn't be this hard for a billion dollar company. I'm a business owner of 10years and I will be telling all my clients about this horrible experience. I trusted Empire due to their reputation what I have experienced is nothing short of a scam.

I have an Empire Today tile floor (not under warranty) that needs repair. I would not have chosen ET however the tile that was originally installed is a non-standard 13" size that other companies do not carry. Other companies won't repair this flooring.

Empire Today (says they do free estimates) came and did an estimate for which I was charged $150. It had to be a cash payment and could not be added to my Empire Today account (I also had new carpeting installed). This is rather annoying.

So, I paid the man $150 to look at my floor (which seemed quite overpriced). He told me that someone from Empire Today customer service would contact me with information about the repair estimate. Nobody has called me -- repeat NO ONE HAS CALLED. I have called Empire Today twice and have been unable to get any information.

I am extremely dissatisfied with Empire Today and their version of customer service (disservice is a more appropriate word). My plan, at this point, is to make my complaint about this overly large, uncaring, money-oriented only company, widely known to all my friends and associates.

Thank you for nothing Empire Today.

They are a company that has false advertising. When they run their specials like the 50/50/50 deal they mark up the price by 100% and then promise to give you up to 57% off. The price they are quoting ends up being a full price with no special deal. I called the corporate office and they only offered 1000 off the price instead of honoring the advertisement up the 50% off. The corporate office told me that my flooring was not under the 50% off deal and that I got a good price. They are very slick and that they do not put a break down of pricing on their contracts. They also do not list that it is a special that they have offered. I am lucky enough to have had a voicemail that is transcribe that proves I was sold a 50% off deal up to 50% off. This company is a sham

Date: 6/15 & 6/23
Activity Id: 1-[protected]

I purchased 4 bedroom hardwood flooring and 2 bathroom ceramic floors. At the time of purchase I was told I could spreed the installation over several months. Which my first installation of the bathrooms was completed on 1/27/18, two bedrooms were completed on 2/24 and around 5/18 was the other. I placed installation requests twice one on 6/15 and the other on 6/23 both no shows or calls.

On 6/15 I received confirmation from customer service confirming the day before as well as the day of after calling them that I was scheduled and someone would be coming between 8 - 6pm. Called several time during the day to make sure they were still coming, as the 6oclock hour came I called once again this time I was told I they could not find me on the schedule and I would have to reschedule which I did today the 23rd June.

On 6/18/18 the customer service manager Charles (Baltimore region) called told me he would make sure I was on the schedule for 23 June as well as my final installation for 6 July. He told me he set the install to take place between 8 - 12pm and to call him if I had any issues. As the 12pm hour approached I didn't see or receive a call from anyone. Tried to contact Charles no answer left message on his machine. Called customer service who informed me that no install was scheduled for today, however they did see the install for 6 July.

This is two days I have taken off of work to get installation completed with no one showing up.

I am very very upset at this point, I feel I have been very patient with everyone. At this point I want my installation completed or need a full refund so that I can go somewhere else.

On 6/23 I spoke to another customer service rep names Jessica who informed me that yet again the next installation date could be Tuesday 26th of June and that I would have to at that time get both rooms completed. I explained that when I spoke to my sales rep David Ford I explained that I would have to have the rooms installed separately, he confirmed that this wouldn't be a problem. Up until these last two days hasn't been a problem. It appears that now you that you have my money you won't complete the job.

At some point I not only need my installation completed, I need to be compensated for the inconvenience and time I took off of work.

· July 2016 - 1700 Sq. feet Mohawk Laminate Flooring installed through Empire Flooring for $16K
Ø 1-year installation warranty
Ø Lifetime product warranty
· Within 3-6 months of installation started having issues with the floors
Ø Boards separating
Ø Boards lifting up from each other
Ø Laminate peeling off - some small/some big chunks
· Filed a claim with Empire Flooring in June 2017
· Decision could be:
Ø Product defect
Ø Installation defect
Ø Site defect (our fault)
· Floors inspected 3 times over the next 8 months
Ø 2 inspectors through Empire Flooring
Ø 1 inspector paid for by Mohawk Flooring
· Empire Flooring submitted claims to Mohawk Flooring twice (2)
Ø Mohawk Flooring rejected both claims stating it was site defect (aka our fault)
· I asked to see the Mohawk Flooring's inspectors report
Ø Was told no by Empire Flooring - Per Mohawk Flooring "I didn't pay for the inspector therefore I had no right to see the report"
· Empire decided they would pull up all the flooring, replace only the damaged boards and relay all 1700sq feet of flooring at no cost to us
· Replacement of damaged boards began earlier this month - February 2018
· Installers did not pull up all the flooring as I was told by Empire Flooring
· Installers missed areas where boards were still damaged
· Boards that were replaced had laminate peeling off the same day as the reinstall
· Called Empire Flooring and informed them of this
· I told Empire Flooring the flooring was defective, I wanted all the flooring removed and replaced with different flooring
· Empire Flooring came back and said no - that's all they could do - they've already gone above and beyond the call of duty by replacing the damaged boards at no cost to us
· Empire Flooring said I could pick different flooring and have it installed at an "up cost" to us
· I told Empire Flooring "you're replacing defective flooring with defective flooring"
· I also told Empire Flooring I was going to contact the Colorado Attorney General, Consumer Protection Agency and an attorney
· After researching Mohawk Flooring I realized I am 1 of many consumers who feel that they were sold defective flooring but that Mohawk always lays the blame on the customer

To this very day, we have flooring where boards are lifting up from each other and laminate peeling off in small and big chunks.
I will be contacting the Colorado Attorney General, Consumer Protection Agency and an attorney.

I ordered 4 rooms and a stairway of carpet along with laminate flooring for the upstairs landing on April 5 from in home Representative Kim Hughes. She set up installation for all of the carpet on Saturday April 14, and vinyl install for the landing was April 28. When the carpet installers arrived, they measured the upstairs bedroom's carpet and were a couple of feet short, so they said they couldn't install it. They weren't going to do any of the carpet at all (even the downstairs which was completely different carpet on a different floor of the house)because they said they couldn't do the stairs until the vinyl for the landing of those stairs was done first. At this point, I insisted that they do at least the downstairs rooms as my house was in a shambles from moving everything out of all the rooms for all the carpet to be done on that visit. One of the installers called his manager for advising and said he could go ahead and do the downstairs rooms, but not the stairs until the vinyl was done so the vinyl installers weren't walking on the new carpet on them. Fine, at least my downstairs would be done. I called empire the next day to confirm the vinyl install for the 28th, and asked if the carpet upstairs could also be done on that day. The customer service rep scheduled both at different intervals for the 28th. The 28th came and no one showed up at all for the vinyl install, but the carpet installers arrived around 7:30 pm and again said they can't install the stairway carpet or the upstairs carpet until the vinyl was done. They did, however, fix the carpet between the kitchen and living room that was pulling up. I, once again, called Empire the next day to reschedule install of the vinyl for May 5th and upstairs carpet for May 19th. The vinyl installers came on May 5th, and said they needed to put an underlayment down which was not noted by Kim and charged me an additional $125 for that, which was short, and they had to use quick set cement for the short part. The carpet installers for the upstairs showed up on the 19th without calling ahead of time and left as I had run an errand expecting a courtesy call when they were on their way. (They always called previously letting me know they were coming so I knew when to expect them) Customer service called and said they were leaving before I had a chance to get home. So, again, I called to reschedule the upstairs carpet install. The new install date was May 22nd. Once again, they arrived and were a couple of feet short on the carpet and weren't going to install it. At this point, my house was still a disaster due to all the upstairs furniture and items being downstairs. So, they did one room and the adjoining bathroom, and I rescheduled the second bedroom to be done on May 26th. Finally, the second upstairs bedroom was done and, of course, the lot numbers for the two rooms were different and the adjoining carpet doesn't match the other bedroom.
That all being said, I have several complaints about the company as a whole...
First, Kim apparently measured the upstairs incorrectly, scheduled the original installs incorrectly, and failed to check to see if an underlayment was needed on the landing for the vinyl. She also never returned my phone call about rearranging the install dates.
Second, there is an extreme lack of communication within the company about the logistics of installation.
Third, I spoke to three different "managers" at different points about my concerns with all this, and each couldn't have cared less about any of it. I'm sure there are phone records and possibly notes on your end reflecting all of this if you do, in fact, use those calls for training purposes.
I paid a lot of money for this flooring job, and chose your company based on Empires long history in the Chicago area. I was happy to see that you serviced my Indiana area now, and was truly excited to get new flooring, even after passing on another estimate from a local company. Needless to say, I am so upset and disheartened by this whole debacle, I cannot ever recommend Empire to any one else. It's ridiculous that it took 6 weeks to complete what started out to be a two week job due to miscommunication and complacency by your company.
On a final note, I am very pleased about the finished job on the downstairs carpet, including the stairs, and the vinyl flooring on the landing. The upstairs is a different story, as the carpet doesn't match and is considerably lesser quality than the downstairs. It also appears not to be stretched correctly in the second bedroom as it is pulling up on the edges, although I can't stomach making another service call about it. Please feel free to contact me if you feel there is anything that can be done about any of this. Thank you, Carol Braunsdorf

On June 8, 2018 I entered into a contract with Empire Today for carpet and laminate installation to be commenced on June12, 2018 and work to be completed on June 13, 2018. No one arrived on this date and after repeated calls(approx 4) that day no calls were returned and I was informed that installation would happen the following day.
No one arrived on the 13th and I again called to find out. No calls were returned.
On June 14th I again called to inquire and was informed the company was having problems with the installer and work could not begin until the Monday, 18th of June.
I called the credit card company to have a dispute noted and account credited with the initial deposit refunded.
Still have not received any calls from Empire Today and though they noted a $100 reduction in total fees due to their installer problem, I have a home ready, torn up and they believe this is adequate to settle the problem. With total fees of $4500 and my living situation in shambles, I find this irritating to say the least.
Poor customer service with a lack of response to calls, does not speak well of this corporation.
I would like to cancel the contract and begin again when they have resolved their problems, but then no one contacts me, so I need to take action to resolve this problem.

I had Vinyl flooring installed in my basement on Tuesday June 5th, 2018 and the strip that separates the vinyl floor and my kitchen floor has a large gap in it, is a different color than the other molding and you can see the glue they used to install it. I brought it to the installers attention and he recognized it but said that is the material "they" Empire provided him with. I called to file a complaint #1-[protected] and Empire sent the same installer with a similar, cheap separator/molding. The installer then tried to caulk the gap but made it look worse. He then pried the molding off using a crow bar which chipped my kitchen tile and put down a different piece that he said he paid for because Empire didn't give him the correct material. The piece that he laid still has a gap, the glue shows and is very unprofessional. I paid $4500 to get these floors installed and it looks horrible. I want a refund. I called to file a second complaint #1-[protected] but have not heard back.
I have job #FN76955-5357279 from the first complaint.

I should have read these reviews before we got floors installed. Empire is shady and sketchy. We wanted to get two rooms installed with wood flooring. The first quote was 4, 900 and suddenly when we didn't want flooring with them anymore it was 2, 100 including tax... Anyway the job was done incorrectly and our floors look like [censored]. Waste of money and we will not be going with them again. Save your money and go elsewhere! When we called with our complaint they said there was nothing they could do about it & blamed their sales rep for telling us the wrong information because "they don't know what they're talking about". Do not get flooring with them!

Our flooring is literally cracked... It's been a week.

The sales person was amazing. The horror began when, although they measured our kitchen window three times, we have yet to receive our blind. Our patio blind was installed but not the kitchen. We have waited on the blind since March 5th 2018 but to no avail. We have made and received calls from the company but that is where it ends. We also wanted our kitchen and bathroom floors done by the company, but the installer they sent out said he couldn't remove the tile that was already on our floor, so we canceled that order. Obviously, Empire Today doesn't care about customer service. I am trying to reach the corporate office. Any suggestions?

The designer lady was great. The price is fair. Then the worst experience of my life. Day of install (Saturday May 19th) I get a call saying they cannot come at 8am but between 1 to 3pm. Installers arrive at 12 noon. Then they told me it wasn't in my paper work that I had tiles underneath when I remember 100% that the designer lady put that info in there. Also, why wouldn't you be prepared with all your tools just in case of any type of flooring. Installers did a great job with the 1st 3 rooms but could not do the master room b/c of the tiles. Spoke to the install manager who said he will have someone come out on Tuesday to finish. We had to wait 3 days for them to return so we decided to not put the furniture back so we wouldn't have to move it all again. I take unpaid time off on Tuesday. No installers. I call Empire and find out I was not on the schedule for Tuesday. The man said the installers did not turn my paper work back in to be rescheduled but as Completed and he is going to figure it out and call me in a few hours. Few hours later NO call so I call and speak to a woman. She states she sees a "ticket" has been placed and I would receive a call in 24 hours to resolve it. 48 hrs pass, NO call NO voicemail. I call back, a man answers and says oh they will call you in 24 "business" hrs. so maybe by tomorrow (Friday). WTF?! I have called a gazillion times and I get the same exact response. "I called them and left a message to call you" "I put in a ticket you will be contacted in 24 hrs" Fast forward today (May 31st) Still no call from anyone to resolve this. Stop telling people 24 hrs. Just tell the truth and say they'll call you within a few months. It's so frustrating that they don't have communication skills to be considerate of customers. My mom's bed was the 1st thing we moved out of her room. It is blocked by heavy dressers, desks, tables, media centers. She has been sleeping on the floor and couch for 2 weeks. We do not have the man power to move all these things to get her bed. I just ask for communication! That way I know if it a waste to call family who live an hour away to get her bed or not if their going to come soon. IDK?! On top of that we had to relocate a get together because of all the furniture in the living room. So unprofessional. If I would've known so many reviews just like mine, I would have never called them in the 1st place. I would have got local installers. I try to cancel btw... same thing "I put in a ticket and you will get a call in 24hrs". Seriously I feel like banging my head. The worst experience. So frustrated. My mom's back hurts. I lost a day off pay. I thought I was done with this review but I just remembered more! They told us we had to demolish the 2nd layer flooring before they come on Saturday. We demolished beautiful brown flooring. It could of stayed there. Then they said lay out your gray wood in the hallway where the carpet go up to before we come back on Tuesday. I rushed to do it on Monday. I was so sore. Sore for nothing, I could of layed out 1 panel per day and they still wouldn't be there before I finish. Like I said, this feeling of frustration, let down, disappointment, is not worth it. I regret calling empire, but I don't regret the designer lady and the 1st 3 rooms install. Its the customer service. Like just finish the last room. just a square left...

I made an order for Carpet installation on Monday the 21, 2018 for my steps which is replacing carpet Empire already installed which I feel it was the wrong carpet cause it looks horrible my installation date was May 26 2018. They called me on Friday the 25 saying they over booked which I feel you should had know I did my floors & carpet spent over 10000 for my house they should had did my job. Then reschedule me for yesterday the 30 they never came giving me BS reschedule me again today the 31st of May 2018 9-11 where are they still not here so I called now they broke down. I should had know from previous experience Horrible Customer service they don't know what's going on and they lie. I'm so upset it's not right just say you can't do the job I paid 125 up
Front cash & still no installation Terrible

Purchased and Installed laminated flooring for Living/Dining rooms in late summer of 2016; by winter of 2017 I noticed that some boards were separating. Contacted Empire after the Christmas holidays and they agreed to send installers out to fix, which they eventually did. However, within another couple of months there were more separations. Empire sent inspectors out on three different occasions to inspect the flooring and repair if possible: two the first time, one the second time, and 2 more the third time. Unfortunately, after their inspections they all said the problem was more than they could do at the time and told me that Empire would be calling me after they submit their reports. Empire informed me that someone on a higher level would have to come out to inspect the floors, which he did. The results lead Empire to put a claim in with the manufacturer, which was just denied last Friday. I was not given any reason by Empire, not told the contents of any the inspection reports and not given any other options for a resolution other than it's now a "customer cost" problem. Empire didn't not provide me with any information that could help me move forward to a resolution; they didn't even agreed to come out and at least close the separations like they did on the very first visit; nor did they tell me what was causing these separations or offer some kind of financial considerations. I asked for a copy of the reports, the last one that was done by Empire and the one after that, which was done by the manufacturer, which is Mohawk. No response to that request yet. All of the Inspectors told pictures of these separations and I'm sure as inspectors, they should have provided recommendations for resolution even it they couldn't determine (or just refused to say) what was causing these separations. My thoughts are none of them wanted to blame the company who contracted them to do the work; therefore, I was just put out in the cold to keep Empire and Mohawk from taking or admitting any wrongdoing. As a customer, who really liked my flooring when it was installed and paid for it in full before the given time period, I feel I'm entitled to be treated better than I've been with this process.

Instal was canceled twice in a row. Once over a long holiday weekend when we were told contractor was "sick". House will now be in shambles over the weekend and thru a time we can get someone else to instal. Very unprofessional. Not to mention I've been hung up on twice! Once while I was on hold for Keith Weinberger. Jokes on them! Soooo glad they didn't instal.

I have a quote for ceramic in my basement and stairs. I was given a guote that included stairs, flooring, removal or carpet, haul away and flooring leveling. Sounds great but nope. The flooring guys show up and say it would be $3100 to level, so I call customer service and no one calls me back. I have the floor fixed meaning I paid someone to remove and haul away carpet and level the floor but Empire does not adjust the pricing. They call me the day before and say we don't do stairs with ceramic and that no price adjustment would be done and and that if I want something else done I would have to pay. Although my stairs are in my quote. The don't call you back at all..

I hired Empire today to install vinyl floors and carpeting for my dining room and living room area. After the installer did the vinyl floors he informed me that he doesn't install the matching transition, but the carpet installer will do it. Later that evening, the carpet installer arrived and did have the right size carpet to install. He also stated that he doesn't install the matching floor transition, that the vinyl floor installer supposed to do it. He only installs the carpet with an very ugly silver metal transition. So I had to reschedule the carpet install for the following week also contact the office to ask about the matching floor transition that I ordered. The following installation date arrives and I received an email and a phone call the day of the install around 9am that the carpet installer was on his way and that I was the first install of the day. At 4pm I have a no show and no follow up call. So I called the office to only be told that the installer went to another install and wanted to reschedule mines. I was also told that there is no manager to speak with, they all go home at 4pm. Now here I am with half vinyl floor with no matching floor transition and exposed subfloor, no carpet and awaiting a return call from management to resolve the unprofessionalism of their installers. I no longer want the service from Empire Today and refuse to spend another whole day waiting anymore and request that the matching floor transition is installed, also a full refund for the carpet order. Very poor customer service!

My name is Nyla Ferrell my service address is 8005 Candlenut Ave. Las Vegas, Nv. 89131 and this would be the 2nd job that I 've done with the company. The first job everything went perfectly however not so for the 2nd job. The 2nd job my first installation the technician never called to confirm time that he was to arrive as stated in my contract. So I called the 800 number and spoke at first with a person and when I was explaining the situation to her she didn't have an answer as to what to do in solving this situation or offering any advice to getting the job done. So then I requested to speak to a supervisor his name was Edgar who was very nice and did try and assist me by telling that he spoke to the technician and gave me a time frame of 1-3pm which at that time was about 1-2 hours from then. At the end of the day the tech was a no show with no phone call. I called the office the next day to see when my deposit was going to be refunded and I spoke with a Megan where she convinced me to give the company one more chance because she said this would leave a bad taste for me and I agreed but I simply asked her if I could have an early installation and she said of course. I received a call today (5/24) from the dispatch office stating that my installation would be in the afternoon. I also would like to mention that I called the sales rep that came to my house Anthony Martinelli and left a message for him to call me he never responded. I'm sure that isn't acceptable to the company how this is all unfolding and putting a bad mark on the good customer service of the company and for the great reputation that Empire stands for. At this point I'm not mad just a little disappointed because I know this could have been handled better. I'm still waiting on a call from the tech...