Empire Today
Reviews and Complaints

Under no circumstances do not purchase anything from this company.

Biggest crooks I have ever had to deal with. Look on Facebook under Empire Flooring to see more and more complaints. We had a sales rep come to our home, gave us a great song and dance about Empire and we agreed to purchase flooring from them. We were told we could purchase the flooring today and have it installed the next day. When the installers arrived they could speak no English and they tried to explain to my husband that the flooring we had chosen for our Master Bath could not be installed. I immediately attempted to stop the payments to Empire. They have made no effort to contact us. I finally got an email from Empire stating that our contract was canceled, but I still have no proof that our money has been refunded. All I'm asking for is proof of the refund. There policy is that we had 3 days to cancel our contract but you need to mail a signed cancellation or hand deliver it to there home office in another state.

My wife and I purchased Carpet, Laminate wood flooring, and Tile for our Condominium before we moved in. It is only my wife and myself, we have no children, and no pets…and yet we have two (2) wrinkles in the carpet, we did almost 4000.00 of work with Empire Today. The first time I reached out too Empire Today, they actually gave me a service number. No one every called me. Then Ms Mary E. Steele reached out to me after almost a year goes by too tell me they cannot stretch our carpet they installed because it’s too old, she said the material Empire Today uses could not withstand the stretching of the two (2) wrinkles!

My husband and I had engineered flooring installed by Empire Today on May 19,2021.Around the end of Dec. 2021 I notice black spots , one in the foyer and several in the living room.After the holidays I contacted Empire customer service to get someone out to look at the problem.I also called in March 2022 and was asked to take pictures and I did.Her response was it looked like moisture,I never had problems with moisture,but it did rain on the day the floors were installed.I am so disappointed and angry with customer service.The reference# is1-[protected]. I use Bona for cleaning. Thank you

We had vinyl flooring installed from Empire Today. We started this process last October. The crew came out put new floor on top of old floor. We had to have white quarter round because it was the only color he had on his truck. The salesman told us we wouldn't need quarter round but that was wrong. After the crew left, the next day the floor had a rip in it and many bubbles. There were many issues with the job that was done. It took us many times of emailing and talking to get someone to come out and look at the job. We specifically asked for someone other than the contractor. They sent the original contractor out. I had to call back and request someone else come out and look. It took over a month to get someone out to look at the terrible job the contractor had done. He took pictures and it was decided that we would get a new floor and the crew would fix all the things that needed to be fixed. The second crew came out and removed both floors (new and old) and put down a new floor. Although they did a good job with doing what they were told, the floor was laid on subflooring that had many imperfections (dried glue, etc) therefore you could see every ripple, imperfection in the floor. Again, we complained and it took a long time for them to decide to come back out and redo the floor again. The same crew came out and questioned us as to what they were supposed to do. There is no communication. I told him we were told that you would take up the floor and put something between the subfloor and the new floor. They completed the job on March 15th. Again, the crew did a good job. My issues are with Empire Today. It took 6 months, many, many phone calls, emails to get it done right. I had to call a salesman in the Baltimore office at least 4 times to get any answers. he was the only one that would answer his phone. I had to move furniture, clear out cupboards three times. I asked for a discount for all out frustration and incompetence on your part. They said that they could give me 20% off and I said I need to speak to someone else. He came back and said that the most he could give me is $500.

Picture were taken both times by your people.

Emily Oberholtzer [protected]

[protected]@hotmail.com

The blinds we ordered will not go up or down and I am not able to get anyone to return my calls. I was able to speak to three people within a month. With a promise that someone will define get back to me. NOTHING. I was finally told

that Empire no longer services blinds. They referred me to GRAYBER. Still nothing. Does anyone have any suggestions?

2/1/2022 Charles sold us carpet for 2 rooms at a total price of 1800. I signed on his tablet and was told he was going to put the discount in to get the price down to the 1800. 1-he did not

2/4/2022 Carpet was glued down in bedroom in error and color was wrong. 2/5 Returned and pulled up carpet. Glue wet. Waited a week to dry, still tacky. We had to buy plastic which cost us 38.00 to put down over glue.

2/19 Installer put down tack strip & pad and rolled out carpet and told us it was 4" too short.

2/22 Installer finished job, right color, but tried to collect 600.67 from us that we didn't owe. We had already paid 537.20 &1262.79 (disputed after carpet was glued). Total: 1800.

The collection agency called stating I owed 500 more and I told the story and agent said it was awful service and understood why I didn't owe anything and was to check on the 10%credit. I called installation 2 x since and was told yes gong to cut you a check. Will call you back. Never got called back.

On CC dispute it says we received an allowance of 328.26 plus a accommodation of $200. We did not receive the $200 and not sure what the $328.26 was about.

We feel we were manipulated by the salesman who never put the right price in. Also, way too many errors in installation as well. No expertise on part of salesman. He said would be fine to glue carpet down in living room and there are too many bumps under the carpet in the hallway... looks bad and we are now stuck with it. We didn't foresee this, but Charles should have.

We had a rep come out on Thursday. We told the sales person that we were not sure because if We don't get enough We can't do it. He said we can cancel at any time. Upon reviewing the contract that was not true. Also I asked for the square footage though he was going to send it. I called Friday and the rep said someone would call me in 24 hrs. Still no call and it's Monday night. We don't have an address to cancel the contract. Email or e send whatever it is. We have done business with your company before but this is unacceptable. All someone had to do is get back to us.

I signed a contract with Empire Today to have my carpet removed from my stairs and to be replaced with Bradstreet vinyl. I asked the sales person if Empire employees would be doing the labor, he assured me yes and went on with some spill. The morning of the installation a man shows up who's first language was not english in a company truck that did not read Empire Today and his shirt matched his company truck name...He did a good job of ripping out the carpet and replacing it with the vinyl. He used wide masking tape to hold each step (18) together and as he left my home, advised me that I can remove the tape after a couple of days...I told him that I paid for a completed job and that I would not be removing 4 x 18 pieces of tape off my steps, I did not sign the completed form. I called Empire to have him come back, a couple days later he did and removed the tape. After about 6 months the glue began to come apart and the vinyl was loosening,,,several calls to Empire they sent the same man to re do about 4 steps. Now I am very close to my 1 year and 1 step is showing glue the vinyl is pulling away. I have been calling Empire for about a month attempting to get someone out before my warranty is up to repair my step. Still waiting. I would not recommend Empire Today to do any work for anyone. Poor customer service, poor workmanship. Next step will be to sue.

A quote for 3 rooms of carpet and 1 room of vinyl was given on 2/28 around 5:00 pm from Luna (owned by Empire). Salesmen said they would drop the price if we immediately signed a contract and paid a deposit. He told us we could cancel within three days of signing the contract by phone. We paid a deposit of $2826.50 to find out the "sales price" and the next day got a competitor's quote that was over $2,000 cheaper than Empire. I called to cancel the purchase on 3/2 before noon (inside the three days per the contract terms). I was given a hard time and a run around until they eventually canceled the order. I spoke to Alex Solo who gave me the cancellation number [protected] and promised a refund in 7-10 business days. I called and spoke to Vanessa the following day (3/3) and she verified the cancellation but gave me a different cancellation number: [protected]. We have not received our reimbursement by 3/18 (12 business days). I called again on 3/18 and spoke to Ebony who verified my order was canceled and a refund should have been issued but gave no reason why it hadn't. She put me on hold for 30 minutes before hanging up. I called back and spoke to Gail who determined that the individual who canceled our transaction did so incorrectly without inserting the required project number, therefore the refund had not been issued in the system. I asked to speak to a manager as that’s unacceptable. I was transferred to floor supervisor Viri G said would submit an email to top management to have this refund approved, but it may be another 7-10 business days and I should receive a call from higher management by Monday at the latest. Empire/Luna is not honoring its own contract, and this is unacceptable. A mistake on their part is an unacceptable reason to delay my refund an additional 7-10 business days when its already been 12 business days. I followed the terms of the contract and expect the same from the company. I want my refund and shouldn't have to keep calling for it.

Second Complaint! I asked not to put in touch with the same installers, because the was too much confusion! So what did you do send me to the same installer! They told me you people don't care and i had to deal with them! I blocked their phone number and wish never to hear from them! So, it's true once the floors are installed and they have your money, Empire Today doesn't care any longer about your problems! I would never recommend your services to anyone! Now i'm stuck with shifting floors and gaps that cost over 8,000 dollars! Your Customer Service Is Worst I Ever Dealt With!

Placed order for laminate and tile in early January. Laminate was installed on 1/17/22. The tile installation was not started until MARCH 9th and completed on the 12th! Tile job took 3 days to complete - we refused to take another day off on Friday. They returned Saturday at 8am and finished at 5pm.

Problems:

1. Three guys showed up, but we found out there was an incorrect amount of materials. We had to call the installation supervisor to resolve. Two of them left to get the other materials - BUT NEVER CAME BACK.

2. Told by sales rep old floor was fine to lay tile over. Installers said NO, the old floor needed to be removed.

3. The ONE guy was left alone to start job - ALONE which took all of Wednesday.

4. Thursday they show up together, but again LEFT the guy alone to do tile work. He worked as best and as quickly as he could. Completed most of the kitchen and half of the hallway. He left at 7pm.

5. Thursday evening called customer service and asked for supervisor. To date (3/15/22), no call has been received. Texted number we had for the installer to advise we would not be taking a THIRD day off and staying home on Friday so they could come back Saturday morning. That we were also waiting on a call back from a supervisor.

6. Once the installation was done at 5pm on Saturday, I did the walk through and advised the installer of my concerns. It was hard for either of us to understand each other because neither of them spoke ANY English. We tried to translate through an app.

7. Installer was shown the gaps between the laminate and tile, the thresholds LIFTING, gaps under the base trim from the kitchen floor, crumbling grout, etc. It was blamed on the laminate flooring installation. (?)

8. The remainder of Saturday and all day on Sunday and Monday I tried to reach someone at Empire to address the issue. The phones just rings and rings until you are sent to various voicemails.

We purchased carpet and installation for our house and were told it would be done in one day. It was, except that they pulled up the molding around the old carpets and did not reinstall it; the technicians said that a different group in their company did that and they would call us to schedule that. They did not call us. We called them and were told they have three business days to call us back (not to do the work, just to call us back) and they were sorry our salesperson did not make that clear. However, it has now been 4 business days and they have still never called us back, much less scheduled OR performed the reinstallation of our molding. We have had to cancel the rest of our house selling activities as we can't even tell the realtor when our house will be ready since we have no scheduled install, nd now apparently we have to find someone...and pay someone else...to come give us a quote to reinstall all the molding.

Had laminate flooring put in my bedroom. Called to let them know after awhile one of the laminate boards were lifting up and top layer was chipping. Was asked to take pictures of the plank and send it to them. They finally scheduled someone to come and they never showed up and when they did to tell me they would need to reschedule. Have not heard back about when. Emails after email and still no word back from Empire or installation manager. You would think

I buy whole carpet for my up stairs rooms and hallway and pay $6000 for life time warrantee carpet and having problems with the carpet which folding every where and look so bad I call you guys since Oct 2021 but nobody take any action when you need business sales guy was running behind us and when get the business nobody care I never deal such a horrible co and ridicules customers relation employee in my life I need to resolve this matter immediately otherwise I take this matter to the top management of Empire today you can reach me my phone no [protected] and order we placed has phone no [protected] and address 2021 west 66th street Indianapolis In 46260

Empire today, Customer Service Gets A Big Fat ZERO! You call and you get a number to call in your area. This is where you have to do everything yourself. You call and you are dealing with the installer and their awful customer service.Why: do i have to do this? Empire today should be doing this.They don't because they already have your money. My vinyl plank floors are just over a year old and are moving and shifting. I don't exactly when i first spoke to Stephanie Brown, but it took a while when she got back to me,it during Covit and i understood they it could take a while. When she finally got back she said she was having personal problems, okay! after many phone calls i get a appointment on a saturday, get a call installer can't make it, he's on another job. so they agree to come the next Sat. and we get a call he can't make it,he will be coming next week, no call no show, by this time i no longer want him to come back. No call back for a few weeks,Stephaine tells me she had Covit,Okay I called every Friday for a Month and no call back.Talked to the sales to help but nobody seems to want to help me. After speaking to supervisors, putting in two corporate tickets, i still haven't heard from no one!

Empire Today in the Boston area installed laminate flooring in two bedrooms and a hallway on January 26, 2022. Previously we had good luck with this company, but this installation crew were simply awful. They didn't let me know when they were arriving. Once here, they refused to wear masks in my home despite my request that they do so because I have fragile elderly parents. Since they weren't wearing masks, I avoided going down there to check their progress. There was also a huge language barrier. When my husband got home from work he went down to check on the progress and discovered they were installing our bedroom flooring in the dark with just a cell phone flashlight. My husband gave them a floor lamp so they could see what they were doing. They were running late (didn't leave until about 8 p.m.) and it is obvious they rushed the last part of the job, which was the hallway. There are huge gaps between the flooring and the trim and they slopped caulking all over the place. It's incredibly unsightly. I have left many, many messages asking them to fix this problem and they will not return my phone calls.

Replaced out carpet in December. A few days after installation floors starting bubbling up and large gaps appeared between the planks. Empire sent a team to fix it. The team cut the bubbled planks out and used super glue to insert new ones, leaving shiny super glue residue over the flooring. Less than a week after repairs were done, more bubbling has appeared on the tiles and gaps continue to show every day. You can actually see and feel the flooring shift. Empire sent a manager to inspect it who confirmed this was a manufacturer defect and told me they would need to replace the entire flooring. A few days later the local office tells me they will not be replacing the floors but only fixing a few of the bubbling tiles. Called them again to issue a complaint as now the tiles are shifting dramatically and making noise when you walk on them and they told me there is nothing scheduled for my address- no repair or replacements.

Here's a update to my dispute with Empire Today.

They came out and refused to replace the flooring that was damaged by them taking the flooring protection that was there before they came to install the new flooring.

I have text messages from them saying they would be replacing the flooring on 2/22/22.

So again stay away from empire today.