Empire Today
Reviews and Complaints

I had a laminated floor installed July 3. After the installers left I noticed two stains on two boards at different areas It took several calls and several no shows before they came back to replace the boards in question. Before they left I notice several boards were a bulging up the installers told me to put something heavy on them and they would straighten out.After two weeks They were still bulging and causing me problems I called in several more times and was told on different occasions that someone would be out .
I never got any calls from the repair people or they never show. The last time I called was assured by your service department someone with authority need to see the floor promised to be here on the 5th Sept, no show no call. I was also supposed to have a expert in that department come on Friday the 8th to do the work no show no call.
I don't know about you but my time is important to me I have spent a lot of time waiting for your people no show no calls dose your complaint department even exist or just voice mail

EmpireToday installed laminate flooring on our steps and throughout most of our home. This was a sizeable job costing us around $11, 000. We love the flooring we chose it's absolutely beautiful. However, we have had two issues since the install one being resolve and the other not so much. The biggest issue has been on the upper set of stairs where laminate was installed.

The lower stairs leading up to the landing area are absolutely perfect. The second set of stairs from the landing leading to the upper floor have been a problem. The molding on the edge of the stairs is not flush. The exposed part of the molding caught my sandal and almost sent me face first down the stairs. Thank goodnesss my fiancée was in front of me and caught me or I would have had to make a trip to the emergency room.

The lower set of stairs are perfect and I do not understand why the upper set of 5-6 stairs are so bad. We have called, the installer was sent back out and worked on them. He told us he fixed them the best as he could and was not sure anything else could be done. However, they are worse now then they were before they tried to fix them. We are living with a hazard within our home. You have to be very careful coming down the stairs or the molding on the edge of the stair can catch, especially if you are wearing any sandal type shoe or open toed dress shoes.

What use would it be to call and bring the installer back here if he has already said he had pretty much done all he can do. I am so disappointed and frustrated over this. I have no clue what to do at this point.

I just can't wrap my head around why the lower steps look so good and are so perfect and the upper steps are such a mess. We have to be very careful coming down the stairs and have to make we inform anyone visiting to please be careful when coming down the stairs from the upper level. We originally was not going to wrap the stairs with laminate but the salesman talked us into it claiming how beautiful they would look. Big mistake on our part obviousl.

Had LVP installed in June 2017. Flooring is gorgeous and should be for the price I paid. I asked about workmanship and whether the work was insured. I was told that the work was under warranty for 2 years, I specifically asked about damage to walls etc. As it turns out, I have made numerous calls to Empire Today, calling customer service, calling local store. I have had 3 appointments for repair, taking off from my part time job, all no shows... without a contact on the designated day. I called more than 4 times on August 21, leaving voicemail messages, staying on hold for 24 minutes. I wrote a review yesterday and as a result I received a phone call from Corporate office. I was so hopeful! But alas, no word today, even when I was told to expect a contact.

Over the past few days I have read numerous reviews, and there is a recurring theme with all...beware of this company. Flooring is, for most folks, a purchase made 3-4 times in your life. Lack of experience can result in poor decisions. I should have checked prices of the product with other companies. I should have asked for a detailed account of how they arrived at the price. I should have looked more carefully when job was finished... I looked at the floor, not my walls and door jambs! I have made numerous notations regarding my phone contacts. Also, the employees I have dealt with are professional and courteous, but they don't DO anything. It is lip service, I guess. And having ONE number for all calls?

There needs to be an accountability from the various franchise stores. From the locations shared in the reviews there are store locations that routinely receive compliments and 4 or 5 stars. Management must be better. Sub- contractors must be better screened and work reviewed, respect for property, being on time, courteous manner...these are not unattainable expectations!

I appreciate this forum, with no word limitations. I have been under additional stress through all of this and it is totally unnecessary. We, as consumers, have little control over this sort of thing. In reality we are held hostage by these companies, what recourse do we have. They got paid, and apparently money is what talks. Class action suit? Small claims court? No, guess not. So I will continue to share my frustrations on Social Media. I will be equally vocal if things ever get done to my satisfaction.

Had laminate installed week before last. Went great. Now suppose to have carpet installed in all 4 bedrooms. Was told to have all rooms empty, beds apart by 0800. No call by 915 so we called.

Even though they confirmed installation, they now say they can't come out today!
Very Poor Customer Service!

Reading other reviews, this seems to be a problem they were aware of but failed to notify us or reschedule before we called them.

I purchased Hardwood Floors from Empire Today and was given a lifetime warranty. The Molding is lifting up in the Living Room and it came completely off in the Hallway. I Contacted Empire Today 3 different times. Someone came out, one year ago. Measured Molding and never returned.

Now, one almost trips when walking over Molding In the Living room. I continue to contact Empire, I'm told someone will come out from Empire 3 separate times, It's been a month ago. I haven't heard from anyone since.

sold us carpet and laminate on 8/12/2017 for over 4500, installation to start 8/15 Carpet and 8/16 for laminated. rec call on 8/15 not coming to do carpet a liability to do one a time. Now day 2, received call at 7:30AM be at house 1-2 hours, NOW ITS its 1:15PM, after 10 calls to CS and to Sales ED. They don't have the tools to do Laminate floors and need to come out 2nd day. WHAT? I was just told its a liability the day before NOW my kids and husband are moving the furniture out of the rooms, doing the installers job. At this point, we need to be compensated more than just $250.00. Also my concern was the squeaky floors and SALES person said no worries, they will take care of that. NOW being told by installers, they don't have the tools for that ! WHAT Tools do you have today? don't you install carpet and laminate all day? how do you not have tools to install? This has token all day from my work. This has been a horrible experience, we could have went anywhere. Today is my sons 11bday and it sucks, ruined by EMPIRE Today. my husband is now going to buy screws cause the installer doesn't have them and said HE didn't know he had to do this.

We were told if we broke furniture down the installers would move it by SALES guy ED.

What the fast talk sales person ED G. said, nothing HE indicated has happen and he said its out of his hands now. UGGGGGGGGGGGG

Short version: Empire rep Steven Zust [protected]) sold me premium carpet. On installation day, cheap carpet with the same color name came in it's place and Steven became a ghost. After a week and roughly 12 calls to Empire, I was given a refund of my deposit.

Long version:
I reached out to Empire on 7/30/17 for carpet installation in 4 bedrooms. By the next day, our rep Steven Zust [protected]) was there to provide an estimate. Steven was kind and comfortable asking questions aimed at getting the best deal for our needs. When it was time to select carpets, he walked me through 10-12 samples until I fell in love with a specific choice. The Pleasant Valley- Cloudy Day carpet was the softest thing I'd ever felt, and I was smitten with the texture. My kids loved the feel, it was like stepping in a tub of cotton balls that hugged your toes. Seriously- it was the softest thing I'd touched since my kids were newborns. Steven said it was their highest grade carpet and more expensive than the value options, but it din't matter. I was already hooked on the feel. Clearly, texture is important to me.

So we did the price dance that other commenters have noted. He started really high, then made all the "special discounts" and "phone calls" to get the price down to around $2700 for 4 bedrooms. I knew it was higher than other estimates we'd received, but I truly wanted the quality carpet- plus, the color was exactly what I was looking for. I made the deposit and signed the contract, setting an install date roughly 10 days out.

On the day of installation, two guys arrived and presented the carpet and paperwork for review. Excited, I reached out to touch it and it was absolutely NOT the carpet I chose at the sales appointment. The name matched. The color matched. The quality and texture did not. This install carpet wasn't dense or plush- it felt basic & synthetic. My hand didn't ooze into softness, it grazed polyester fibers & came back with shedding strands. I immediately requested to pause the service until I could reach Steven. I called his cell- no answer, so I left a voicemail. I called Empire, and they were confused but apologized for the error and rescheduled my installation to a later date. No one seemed alarmed, so I didn't panic either. I didn't want to push my appointment out another two weeks, but I didn't want cheap carpet with an expensive price tag either. At this point, my inner scam alert started pinging, so I asked the installers to cut a small piece of the cheap carpet so I could compare it to the sample. (The installers were amazing by the way, no complaints there)

Figuring he had a busy weekend, I opted to reach out first thing Monday morning, and I left another message for Steven. Two days later, no word from Steven or Empire. I called his cell and left a fourth (and final) message. Later that afternoon, I reached out to Empire and they assured me that they would escalate the request and get someone out to show me samples as soon as possible. Two days later- still nothing. I called Empire about rescheduling my installation and getting a new rep, again my request was "escalated" with a promise of a 24 hour resolution. Today, the clock expired on the latest 24 hour promise and I'm done. I called to request a refund and after going through the usual cancellation attempts, I was given a reference number and promise of a refund.

Lessons learned:
-Keep your carpet sample until installation. Even if the name matches, the quality can vary.
-Expect to never see or hear from your rep again after you sign a contract.
-Have additional quotes for comparison so you know if it's worth it.
-Get the name of every customer service rep you speak to, just in case. Even thought they claim to note your account, it doesn't happen.

Since August 8th, I haven't received a response since two days ago. The Supvr, informed twice she'll contact me the following day. Until this day, I haven't received any contact from this Company! I've e-mailed her to no avail.
Received a call at 5 PM Friday, after submitting an inquiry with Empire's main office, that This coming Monday they will contact me to get all the irregularities resolved!

RE:7247
Dear Sir/Madam,
On July 21st, 2017 I had the hard wood floor installed, and when the contractors left, I went to the kitchen, a lower level from where the installers were working and had a lot of water on my kitchen floor and living room floor, that has a rug.
To this day, no one has come to my home and access the damages. I went to Home Depot and fixed the radiator water pipe that connected to the slant fins the following morning. I had the water main off right after the contractors left.
Please have some one come asap. The rug smells of mildew, and the subfloor needs repair. I hired a sheetrock installer and he's charging me one hundred dollars to repair the ceiling (2'X3')
Thank you,
Al Rivera

.

June 26 product ordered, down payment made. install date assigned for 14 days later. One day job. Living room, hallway, kitchen and dining area 587 sq ft LVP installation along with new baseboards that I paid for.
Never received a copy of my contract.
Installer called on July 10 he had one stop then would be there. He came in with a helper and had to contact his boss because there was "too much furniture to move" - I paid him to move it.
ripped all of the carpet up was supposed to paint the sub floor with Kilz - no notation on the contract. I went to Lowe' purchased it - paid him to paint is since Empire wanted $700 to put down the paint that I purchased on a hallway that is at most 15 feet long by maybe 4 feet wide - 60 sq ft.
put the LVP on the kitchen and dining area. left for the day
Returned on July 11 for day 2 of the one day install. I asked about the baseboards. He did not know anything about them. I said that I paid for them. Called his boss - they did not have them
so he installs the rest of the LVP but none of the finish work is completed at the end of day 2 - of the one day job.
July 13 - day 3 - no installer, no phone call no return email
so I called my sales rep, Steven Erickson, thinking maybe he could help me - well that went no where.
July 14 - day 4 - no one again so I call my sales rep again and he says didn't my boss call you? No I said that I wanted to know when someone was going to come and finish the job. and he had the nerve to say,
"WE GOT YOUR MONEY" That was it, whatever faith I had was gone.
I was finally able to talk to someone in Indianapolis who was going to contact the contractor for the job. He did call me and told me that they told him that the job had to be completed by Saturday.
At that point I had had furniture and boxes sitting all over my house since Sunday, July 9th and this was going on Saturday, July 15th. I was unable to sleep in my bed for 6 days.
On Saturday, July 15th at 9:40 I called the contractor to inform him that I had not heard from nor had I seen anyone that morning. He informed me that the installer was there picking up supplies and would be over shortly. He arrived within an hour.
Not all of the baseboards were replaced and the majority of the quarter round was not used. So I do expect a refund for the materials that were not used and the labor that I am sure I was charged for by that wonderful sales rep who was so quick to inform me that WE GOT YOUR MONEY. I do plan to file a complaint with the Better Business Bureau. after reading this site, I am tempted to contact an attorney to file a class action lawsuit. This has to be one of the worst experiences I have ever encountered. I have sent repeated emails on your customer service site where my email is required. You have my phone number but yet no one, and I repeat NO ONE from Empire has contacted me to this day, July 17, 2017 about my one day job that took 6 days. I have yet to receive a copy of my contract, or product information and care instructions.
A simple phone call or email would be great.
I learned a long time ago it is better to let people know that there is a problem and that you are working to solve it as opposed to keeping them in the dark. Because people by nature are afraid of the dark.
Should you want to contact me, my email is [protected]@aol.com

Empire Today has the worst service center and installers. The service center never answers the phone and it goes directly to voicemail. You can't leave a voice mail because the mailbox is full. You have to keep calling until you get someone. [protected] xt 2.

The installer came out to repair blinds previously installed by Empire on 6/8/17. The lines were busted. The installer did not fix the blinds on site as they previously did years ago. He said they would be back in a week we needed to call the service center. We have to make a half a dozen call on 6/9/17 until we got a hold of someone. They said the blinds would be back in a week and a half. Several weeks and several calls later the blinds came in the week of 6/22/17. The installer came back out 6/19/17. After the installer left my wife went to open the blinds and they fell on her head. The brackets broke. The installer then came back out on 7/6/17. He asked what happened and I told him the brackets broke. He said "oh the service center did not tell me that". I asked if he had replacement brackets and he said no. He said he would make a special trip on 7/8/17 and fix the bracket. Here we are 7/11/17 and he says the service center cannot provide him the bracket. It's been over a month, the installer has been to my house 3 times and still no blinds are hung. I have missed time from work so I could be available for the installer today. Finally got a hold of the service center today. They say they will be out 7/15/17 to fix this. I will believe it when I see it.

the client number is [protected]
desired resolution - I just want my blinds hung. If they cannot provide the part, they should replace the entire blinds for this poor customer service.

My name is Barbara. I was scheduled for LVP installation on 7/3. My fiancé and I spent the weekend preparing by moving things out of three bedroom closets, off shelves, etc. When the installer arrived, he said he wouldn't be able to take up and dispose of the carpet because it smelled of cat pee and he didn't want to put it in his van, could we dispose of it? I was surprised that a flooring company had never encountered removing soiled carpet before. I told him we have no means to dispose of carpet, and that the contract stated that old flooring would be removed and transported away. The contractor then began to unload the product. It was hickory, not the oak I had ordered. They left assuring me they would be back first thing on 7/5 with the correct flooring. By 10:30am on 7/5 when no one arrived, I called customer service. I was told installations needed to be scheduled, that the contractor can't just make up their own schedule. She put in an "expedited" work order and told me I should hear back in 24-hours. 24-hours came and went, so I called again today, was told the work order was in, but he would resubmit, and to call back tomorrow if I don't hear anything. I got a call (finally) this afternoon from Vanessa, who said they can't schedule an install until I hire another company to remove the existing carpet. I told her that we have pulled it up, rolled it, and wrapped it in plastic. Oh, so if you've done that we can go ahead and schedule an install -- uh, no, I don't think so. Now that we spent 7/4 holiday doing part of the job that was included in the contract price, you think I still want to spend money with your company? I asked her to please have someone in charge, an operations manager or someone in authority, to call me by day's end. That, of course, didn't happen. Here are my complaints: 1. You are in the flooring business. You should never humiliate your customers by showing how disgusted you are by the condition of their old flooring. That is why you are in business. 2. Don't make promises (appointments) you can't keep. I've missed 1-1/2 days of work, and this is day 3 of living with 3 rooms of furniture in my dining room. I'm greatly inconvenienced, and I'm the only one who seems to care. 3. You should return calls promptly. Was that an expedited ticket? Because I really don't feel very valued as a customer. 4. Check the product before you leave the supplier. 5. Since your company obviously doesn't need my money, I expect that you will cancel the contract, notify me in writing that you are doing so, and PROMPTLY return my deposit. I am so disappointed -- have used Empire twice before with good results, but this experience has just turned into a cluster. I've given your company every opportunity to correct it, but you can't even return phone calls?!

I had a sales rep come to my house and after much deliberation decided to go with over $7, 000 worth of new flooring. He confirmed the date they would be there. We removed all the furniture and had my husband stay home to be on site. I called to confirm the day before. The day OF installation, my husband received a call and was told that they didn't have the materials so they needed to go to Philadelphia. Mind you, we're in Northwest New Jersey. I called and called and just kept getting the call center. No manager would call me back although both Michael and Javier assured me I'd get a call within 30 minutes. I called again two hours later and asked to speak to the cancellation department. Edgar answered and I almost cried that he was actually going to check into what was going on. He agreed that the non communication was unacceptable. I understand things happen, but not being able to contact anyone who knew anything as well as not receiving a call back will definitely make me not recommend or use this company again. I'm told that the driver has picked up the materials were 30 minutes from my house. However, 60 minutes later, they still aren't there. It's not five hours after their initial start time, and still no Empire. We emptied all the furniture from the floor and boarded our animals to ensure there is no obstacles. Now, it looks like my husband will need to take an additional day off, we'll need to board our animals again, and my house will be chaos another day...and on a holiday weekend no less. Very poor customer service and no follow through.

My name is Sharon, Job # X088619-4887528. After getting quotes from several companies, I decided to go with Empire to install carpet in three bedrooms, as well as hardwood the the closet of the master bedroom. The installation was scheduled for Friday, April 29th. The installer arrived at the scheduled time and began to remove the carpet from the floor of the closet in master bedroom. I asked when they would start with the carpet installation and was told they were there for the hardwood installation only. I then called the Customer Service Center and was informed the carpet installation was scheduled for May 29th, a month later. I told the person I was speaking to that both installations were supposed to happen on the same day. I then called my salesperson, Neal Behgooy. He was able to schedule the installation for the next day. For my inconvenience, he stated that I would be receiving a $150 refund in 10 business days. I am still waiting and after numerous calls to Neal, he has not provided any clarification on why the refund has not been received. The last times I called, I left a messages and he has not returned my calls. I have concluded that I will not be receiving the refund, which is disappointing, but if this is the case, why was it promised and why has Neal not called me back?
This is my second time working with Empire. I was very pleased the first time and even referred my friends and family to do business with Empire.. This last experience has left a bitter taste in my mouth and I am very hesitate about referring Empire to anyone else.

We called empire after we purchased our condo and we heard that Empire was good with price and customer service.

Boy, what a mistake that was. we purchased vertical blinds for the bedroom, living room and kitchen, and almost everyone of these blinds have broken or I should say that where the notch is on the top has split. In addition to it splitting causing the blind to fall from the track, even one of the bind split. If the wind blows to hard the blind or I should say the notch splits.

And to make matters worse, getting this little attachment (plastic about 1" by 1") is almost impossible to get. They only want to send 4 out. Where as in the 2 years that we have had them, we had to call numerous times to have them sent to us and it is like I am asking for free carpeting for our entire house.

I would never buy anything from Empire again. The blinds we bought were not the most expensive nor were they the cheapest, but I can tell you they are the worse quality I have ever seen. I would have been better off, going to the Salvation Army or the Dollars Store and getting something there.

All I can say is that this was one purchase that we are sorry we made

Hello America, my name is Bobbi. I had used Empire Today in the past for carpet and was satisfied. Not even a year ago, I wanted to replace carpet with laminate flooring so I called them. The sales person was familiar as I had him in the past so naturally I trusted him. He suggested vinyl planking flooring and stated it was "scratch proof". Within about 6 weeks after installation we notice scratches everywhere. We called and was told that nothing is scratch proof. I explained what the empire representative stated - it was scratch proof and was told, "Well We were not there so We do not know what was said to you". My preexisting laminate flooring in the dining room had few scratches but nothing like this - so I could not believe that they would sell me an inferior product. I wished I had my old floor back - it was a much better product. When I asked why the sales person would tell us that it was scratch proof, I was told that it may have been an issue of cost. To that I informed them that I never mention a budget or cost as I wanted a product that would work for my family's needs and was willing to pay for it. We spent close to seven thousand dollars cash for an inferior product. We literally felt sick to our stomach. My husband was so angry and we felt betrayed by a person we trusted. We would also find out that this company does not stand behind their products nor, it seems, investigate claims that their sales people are making false promises to "make a sale". So I made a complaint against false advertisement by this representative but no follow up on that claim ever occurred. Then things just got worse. The vinyl flooring that had replaced my carpet and laminate floor in the dining room starting to come up from the floor. It is warping and buckling. Now this flooring it not anywhere near dampness as it is on my second floor and no water is even close to it. I was told to only use water to clean it - well the brown color stain actually comes off on my paper towel. I continued to voice complaints to anyone in the company that would listen which isn't easy as they kept transferring me to people who really do not help. Empire sent out two different people. The first was the original installers who stated that the floor should not scratch this easy after a few months and that this may not be the "right floor" for us. We called the sales person back with our concerns and reported what the installer had said. The sales person stated, "Yeah that might not be the right floor for that area, let me see what I can do". He promised to call back and never did. So we continued to talk to people whose job it is to try and settle these matters. Finally, an "independent evaluation" was set up by Empire with a gentlemen who came out two months ago to look at the floor. He said to my husband that there are different grades of this product and that the cheaper ones perform like are floor looked. So I was hopeful that we would finally have Empire stand behind their product and either replace the vinyl floor with a much better grade or install a laminate floor at their cost. He told us he would write up a report. We waited and waited but heard nothing. Finally two weeks ago I called and asked why we had heard nothing. I requested a written copy of this report - you would think if it was an independent evaluation I would have gotten one automatically. I have still received nothing. So America I continue to be stressed about this seven thousand dollar floor that is cracking, buckling, warping, and it is not even a year old. Now what is truly ironic - recall I stated I had used Empire for carpet in the past - well I had them install laminate flooring at my entry way. That laminate is over 6 years old and it gets hammered by everything. That old laminate flooring looks better than my "new" vinyl flooring. I have offered to have upper management to come out and take a look and send them pictures. What that tells me is that this Vinyl Planking Flooring is an inferior product. Empire you must realize that when you say you stand behind your product that it means there will be times when those products are not worthy of your good reputation - this is not my fault and maybe is not your fault either - I think it is an extremely poor grade of material. But I trusted your company to provide me with a nice floor not one that buckles, splits, scratches, color comes up and warps. I respect that you are an American business. Do the right thing and fix your mistake at your own cost. I should not have to pay more money. Any reasonable person would expect the same.

My name is Alfredo and we went with Empire Today due to it being a large company with reported good products services. We were promised that Empire today would be out 5/3 and 5/4 to put in LVT for our kitchen, two living rooms and mud room. The first issue was that they called the day before at 3PM and stated that they didn’t have enough of the LVT we picked and would only be able to finish half the job. That would have left us with three different types of flooring in our house. My family was coming up on 5/5 and I was hoping to show them my new flooring and instead I showed them three different types of flooring. It was embarrassing.
My wife had taken off of work on 5/4 to be there so we lost a days’ worth of work due to very poor planning on the Empire’s part. The workers showed up after 6pm the following day. Obviously, we were at the end of the queue for the day. They didn’t leave until 11:30PM. My daughters had to sleep on the couch on a school day because they couldn’t get to their rooms due to the installation.
The next day my wife found razor like pieces on the front lawn from when the installers had removed the old carpet. This is my front lawn where my daughters and dogs walk all the time. I immediately called the customer service department and tried to speak to Allana (customer service supervisor) with whom I had spoken too in the past. I was told she no longer worked there. I then spoke to Hanna (another customer service supervisor) and was told to call her back once the job was complete, in case there were other issues. I called her back and left a message over a week and a half ago with no response. When I tried to call again it stated that her mail box was full and couldn’t leave a message.
This is totally unacceptable. Empire Today had no issues in taking my money but when it came to delivery and customer service we were put at the bottom of the barrel. There is an old saying that if you are happy with your serves you will let three other people know. If you are unhappy with your services you will let thirteen people know. I will go above and beyond the thirteen until I get some response and compensation for all the inconvenience and danger my family was put in.

Hello, my name is Daniel Duenas. I decided to go with Empire for my flooring needs. I purchased flooring for the entire house - carpet in the bedrooms, hardwood floors for both living rooms, vinyl flooring for the kitchen, entrance, laundry room and mud room. I was promised 10% (which I'm yet to see) if I chose Empire and installation would start Thursday and would be completed Friday June 9th. I have called probably a dozen times since, I took off work both days. They called and cancelled Friday and told me Saturday, then called back and said they didn't have the material. I called the service center in Chicago (Marz [protected]) and still haven't heard anything. This is terrible service and communication from Empire - please help... Daniel Duenas [protected]

After 1 month of install we notice part of the floor being uneven but thought if may of been a minor issue...Woke up one morning about a month later and the tile and sealant had completely come un done in that area of the floor...Called and had empire installers come out 6/3/17 and they said there was a "leak". The installers could not explain where leak was coming from...Checked pipes and sink area and no visible leak. Called manager while installers still at home and manager advised there was nothing that could be done because installers said there was a leak, but could not identify where? asked to have a manager call us back the next business day 6/5/17...Never got a call. We called sales rep that came out and sold the material (carl) who said he would get a manager to call us back...No call came...Called 800# for customer service 6/7/17 and was on phone for a total of 45mins getting passed to one person to another. This moisture issue seems to be an onging problem with this company and they try and blame it on the customer as an unidentified "leak" when ther is no leak present! definitely calling bbb and filing suit. The installers pulled floor apart before leaving so it is now unsafe to walk in area.

Empire Today installed carpet and some Luxury Vinyl Planks in two room that cost more than 5k to install. Empire Today installed the wrong product on May 9th, and wanted me to provide proof. I provide them with my contract stating I wanted " American Hickory Syrah", I also provide them with a picture of the box the installers left from the extra Luxury Vinyl Planks. The box they left behind was labeled" America Walnut Syrah". The day of the installation I walk in my home, and stated something is off about the floors. (Knowing I match the samples colors with my window blinds with the Salesman Chad) Well Walnut is lighter than Hickory and that's what made me review my contract and the extra box left behind. The customer service rep at 1866.588.2305 x4829, first name Norma stated to me I was correct and Empire was willing to come out and completely reinstall my floors with the correct colors, or I could get a 50% discount for the entire installation. I advise Norma I will give her a call back, because the floors did not match my blinds in the windows. I contacted the Saleperson Chad, to verify if what I order and what was supplied to me was different he agreed it was two different colors and that Walnut is lighter than Hickory. I called Norma and email her back on May 25th, she stated she would email me the details of our conversation regarding me wanting to do a 50% discount and will request from Upper Management that I receive the discount. She had to have their approval because it was over her authority amount. On June 1st I follow up and left a voicemail for Norma, she returned my call on June 2nd and stated Upper management stated that Hickory and Walnut are the same colors and they will not refund me anything because they didn't make a mistake. I totally disagree with the statement and Norma stated "She was told to send me a sample of the product, so I can compare the colors. Saturday, , June 3rd a guy came to my house with samples, the sample boards did not have anything stating Walnut. I've attached my contract, the extra product left by installers, and the sample board which didn't support the floors they actually installed, it didn't even support the American Hickory Syrah. You can Google Walnut and Hickory and clearly see they are not the same. Its obvious either Norma don't want to address my issue or Upper management don't want to admit the installer made a mistake. I did not get what I paid for, my home is not in the fashion that I desired, and I don't know if I under paid or overpaid for the product that was installed.