Due to the overwhelming amount of complaints on Empire today I am organizing a class action lawsuit against them and need your feedback. Please correspond in any way you can, I will be checking. Empire Today removed flooring just installed by them from a dissatisfied customer's home and replaced it with $80,000 worth of new flooring at no cost to that customer. I hired Empire Today for an $1100 job which I was terribly dissatisfied with, they offered me no resolution. The only difference in me and the other customer is I am a low income BLACK, the other customer is rich and WHITE... They still have not resolved my issue. This is what they did to me.

On 5/2/23 I had Empire to come out for the $99 special they were running. When Chris the salesman arrived I asked him about the $99 deal, I asked what is the labor and padding cost for my room, he never quoted on that and didn't want to talk about the $99 deal. After several attempts to get information about that deal out of him with no results I expressed to him that I am a 30+ year salesman in what I do and that the $99 deal is just to get before the customer to up sale. His reply was, and I quote "YOU ARE ABSOLUTELY RIGHT AND IF YOU KNEW THAT WHY AM I OUT HERE WASTING MY TIME AND YOURS" I was floored when he told me that, so essentially there is no $99 special but Chris is such a smooth talker he brought me back around and like an idiot I bought from him.
Chris brought samples of carpet in from his car, I expressed, this seems very thin and could matte easily, he assured me that it wouldn't and went on to explain the padding I would be getting makes all the difference and the technology of the carpet would not allow it to matte because it springs back once stepped on. I bought it hook, line and sinker.
After the carpet was installed I was very dissatisfied. The padding made no difference at all, when walking on it especially without shoes it is the equivalent of thin carpet laid over a field of dirt with pebbles in it. I can feel every padding seam and padding lumps, in some places my feet sinks to the concrete sub floor and tac strips sting the bottom of my feet at entrance ways. Two of my neighbors came over to walk on the carpet and they both agreed with me, one of them stepped on a tack strip and her foot blead out.
I called Empire to express my concerns wanting what I had spent to go towards better carpet, I spoke to Michelle the manager, she accused me of having buyers remorse and wanting something for free, I never asked for anything free, I was willing to pay more if I could get an adjustment for the crappy carpet. Michelle told me I would be responsible to pay full price for new carpet and no price adjustments would be made. At this point I'm fed up so I sent Michelle an email asking to come get the carpet and give me a refund, she told me that wasn't going to happen.
Had Chris brought a sample of padding and carpet for me to step on I would not have bought it. The carpet is now matted in the traffic areas, I've vacuumed to no avail. It looks like two different types of carpet was installed, traffic areas verses low traffic areas. Empire will not do anything about it.
NO CUSTOMER SATISFACTION OR CUSTOMER SERVICE AT ALL. THIS CARPET IS PATHETIC AND THE'RE MAKING ME LIVE WITH IT. I WAS LIED TO ABOUT THE PERFORMANCE OF THE CARPET.
In Empires response to this review they expressed taking my complaint seriously and would take care of it. I have yet to be contacted by them, obviously their response was for the benefit of those who read this review wanting readers to think they are taking care of the problem, well they haven't. After
All Michelle the manager has already told me they will not do anything about my complaint. THIS IS HOW THEY DO BUSINESS...BEWARE..

It all began July 8th 2022. We called Empire because we were looking
To get our floors re-done.
A salesman showed up and basically told us, "don't tell ANYONE" but he
Was giving us the commercial use discount for our home and save us "a
Ton" of money. He was your classic salesman, he kept speaking in a way
That insinuated we were completely naïve and ignorant.
We decided to go with the vinyl plank. We really liked it but told him
We would need a couple of days to think it over. He didn't mind that,
Gave us his number and left.
The first thing we do, check online, go into Home Depot, Lowe's and
Ask some friends who have had their floors re-done with vinyl plank
About the cost.
The salesman quoted us $6589.00, over $1,000.00 more than everywhere
Else. We texted him that we were not interested.
Krystle Munoz, from Empire retension dept. contacts us and lowers the
Price down to $5,212.49. We accepted the offer.

Fast forward to Saturday August 6th, 2022. The installers came, tore
Up all the floors in the house and there were issues. They didn't have
The correct supplies with them. The floor plan was wrong.
The installers were able to pull up the carpet and installed the floor
In the master bedroom/bath. During the installation they broke the
Flange on the toilet in the master bath, when I asked what happened he
Kept saying, "any idiot can see what the problem is, and they can fix
It."
We called the plumber who, when he arrived, had to help the installers
Get their truck going as they had broken down in front of our house.
The installers would not return until Monday.
The plumber commented on the terrible cove base and caulking that was
Done in the bathroom. He also pointed out a chip in the toilet that
Was not there before the Empire crew came to install the floor.

After the plumber left, we cleaned our bedroom and set up our bed.
That was the only part of the house we could use until this was all
Finished.
The house was in shambles, and we were unable to use any appliances or
Use any of the other rooms in the house. We couldn't walk on any of
The floors because it was all crushed up concrete from where they
Broke up the tile.
They returned on Monday and "floated" the floor and began installing
The vinyl plank.
So many issues.
4 exact tiles placed next to each other
Did not put in new transitions as promised but reused and broke the old ones
Quarter inch molding in front of back door, not front door, or garage
Door. Looks like a 'cover up'.
Black tar like marks all over the walls, doors and handles
Very sloppy caulking
Cove base that looks like tape and is so sloppy there are areas it
Isn't even touching the tub
The caulking around the tub looks dirty and there some type of glue
All over the bathtub
Broken/cracked molding all around the house, one spot they tried to
Caulk the molding back together
Bolts too big for Johnny caps on the toilets, so they are exposed
Floor is uneven and "popping"everywhere

We sent 20 + pictures to the numbers given us by Empire after we
Called to complain. Empire said they would send a DIFFERENT crew, at
Our request, to inspect. When 2 men from the original crew came back,
We called Empire and they said they sent the same ppl to give them a
Chance to repair their mistakes. Fair enough.
They took up the 4 identical planks and replaced them with different
Ones, that was great. But the pop and crack with any weight on them
They said all the "popping" we heard would take time to go away as the
Floor settles. Ok, reasonable.
Nothing else was fixed, repaired, or cleaned.
We called Empire again. They asked for photos. We sent them photos
AGAIN and sent messages on 3 separate occasions complaining that the
Problems were not all fixed and the floor is getting worse.

You can feel, with your shoes on, in the kitchen that when you step on
It, it's not flat underneath.
The floors are popping more and more and there are sinking spots and
Rocky spots.
We have reached out so many times and we have not heard back from
Anyone at Empire. It's December.
So, we are here asking for your help in this situation. We were
Promised and trusted in getting a professional floor installation. It
Has been so stressful and off putting to say the least.

Finally after writing a complaint to the BBB we recieved a phone call
The next day. We were told an inspector would be scheduled to come
Out. After no word from an inspector the instalation manager came out,
He pretty much glossed over all the issues and dicounted my
Complaints. He also told us that the installers "would never replace
Transitions", yet we have a full box in the garage the installers
Brought and did not use and left behind. He also said, "the floor will
Pop, that's normal". He called the next day or two later stating they
Would only repair the quarter round trim, not any of the molding they
Broke or the transitions and cove base that is sloppy and a mess. What
A slap in the face. I dont remember anywhere in the contract stating
It was ok for them to do a terrible job. I was expecting and paid for
A PROFESSIONAL instalation. If this cant be resolved in a timely
Manner to my satisfaction I will have no other option than to contact
The attorney general.

DO NOT USE EMPIRE!

We are very disappointment in the carpet we received from empire. We decided to go with their "In the Know" Carpet based on the description on their website: "In the Know is a thick, plush carpet that feels immaculate under bare feet, thanks to its soft ClearTouch® Platinum fibers. In the Know looks just as good as it feels, too. R2X® Stain and Soil Resistance System helps keep spills and soiling from discoloring the surface. This plush carpet is also outfitted with PUP® Pet Urine Protection, which helps keep pet urine from causing additional stains. This makes In the Know especially easy to clean. No insider information required – just great carpet all around." We have pets that occasionally have accidents thinking that there would be quick and easy cleanup- that is not at all the case. The carpet soaks and traps any urine and it is almost impossible to get off. We even had tried professional carpet cleaners who couldn't get the stains out. It was so bad that we eventually had to file a claim with the warranty and rip out the entire carpet. Part of the warranty was that we had to rip up all the carpet ourselves. We were shocked to see that, in some places, the urine had penetrated down to the subfloor which we now have to scrub, clean and killz. I would not recommend empire "pet resistant" carpet.
So we took out the entire upstairs carpet (4 bedrooms and a hallway). Empire then said they would replace everything…well, when they came to replace the carpet, they didn't have enough.
It has now been 3 months with no carpet and no resolution. They won't refund us any money and there is no plan to fix the problem. We are now living with subfloor in all our bedrooms and hallway.

Worst flooring company period!

I give them a 1 star rating because we don't have a zero star rating.

I wish I would've come here to see the rating and costumer experience before getting our floors from Empire.
Every time I talk to people I ALWAYS tell them to stay away from Empire! I have had people that I don't know that are about to sign a contracts to step away from this company!

I spent over $13,000 for my floors and got the "best floors" and paid for an extended service plan to be 100% covered just in case anything happens.

Well Something happened, we moved in and we saw lots of scratches in our new purchased bedrooms, living room and kitchen, planks were also broken and uneven…. We took out our contract and it clearly saids that it covers scratches. We took pictures and emailed them to start the claim. They never reached out to us and the runaround started.

Time passed and we didn't hear anything from them until we called again and again and it took over 3 months to speak to someone, we called and emailed the manager from Orlando, Florida and we always got the "let's see what we can do"….

*We paid extra for the Extended Service Plan, that COVERS EVERYTHING! What do you mean let's see what we can do?

We had to submit over 3 claims because everyone had some excuse in order for them not to take responsibility.

After time passed, We called again and told them that we were under EMPIRE'S warranty and there was no reason for our claim to be denied. A representative agreed and she sent another claim and was going to call us back….

We got a call back and we were told nothing different, once again denied. The rep said that the warranty company was denying us.

After that call, I proceeded to call the warranty company because we were told that they had denied the claim request. When we called we spoke to a nice lady, she went in detailed and said, EMPIRE always denies costumers claims in order for them not to pay or replace the floorings.

The rep also said that (they)the warranty company CAN'T deny any claim request because we were still under empire warranty.

She checked the system and she didn't even see any claim request. She straight out said that EMPIRE WAS LYING and is always trying to push costumers away….

She also said to call empire and let them know that they needed to cover for our floors.

We called empire once again and we told the manager that we had called the warranty company and what they said.

The manager said to us that they had all the new flooring in stock and was ready to replace the floors but the company said no.

When we finished the call with the manager, we called the 1800 number to speak to a supervisor and all we got was "someone will be calling you soon".

It's been over 9 months and they are still denying the replacement.

They are LIARS, they want all the money they can get from people and never respond for anything.

According the representative MATTHEW from central Florida, that if we get the Extended Service Plan we were getting everything covered. (LIES)

I regret getting the floors and going with EMPIRE.

I'll make sure to tell EVERYONE, NOT TO GO WITH EMPIRE! WE WILL be writing a review everywhere we can find to do so.

Worst company, I can't express this enough!

I had an initial appointment with Empire today on 04/21/2022 to come and help me pick out what flooring I wanted to be installed in my home. The appointment was scheduled between 1300 and 1500. The representative showed up on time. We spent approximately 4 hours between him measuring the room size, picking out which floor I wanted, and working up quotes for the floor. He showed me different hardwoods and carpets. I pick out what I want. He calls and asks an installer about the carpet in the enclosed patio area. They told me they couldn't do it and had me decide between the tile. We picked out umber old town and oasis Marbella for the outdoor patio. He scheduled an appointment for them to come installed on 4/23/2022 between 9 am and 12 am. At 12:26, I called three times before I got in touch with a person. She got ahold of the contractor and stated there was a language barrier. I am going to call you back. At 12:41, customer service called me back and said the contractors got held up at a different job and needed to reschedule. On April 25,8:28, management called and left a voicemail apologizing for the weekend. At 9:51, she called back to reschedule the appointment for Thursday, April 28.
7:28, the installer calls and says we are on the way. Two Spanish-speaking gentlemen show up and ask me if this is what I am getting installed I say yes. He shows me the tile and the wood. I lead him to the rooms, and he goes to the patio and states he can not do time on the patio because the floor is uneven. He calls and tells the management of the problem, and they go back and forth with text messages and calls. We decided they would level the floor that day and return on Thursday. Later that day, he realized that wouldn't work because the tile does not expand and contract. So oasis could not use that material. I get a quote of $500. The gentlemen get to work. When the job is down, I ask for the box if I need to replace the hardwood. The installer says to me this material is better than the one you picked or something along those lines. I looked at the box, and it was different in color was other than what I was requested and leaves. So I immediately get on the phone, trying to get on the phone. I called 14 times before someone picked up the phone, and I was able to put in an inquiry. They told me someone would reach out on Friday. I Did not receive a call on the 29th. I called on April 30 at 10:07 and was told someone would call me, in her words, "throughout the day." I received no call. On 5/02/2022 at 8:56, Empire called and asked me about putting carpet on the patio, which they initially told me they would not do. I explained to him about the hardwood in the room he stated he didn't know anything about this.
At 10:26, another manager called and placed all the blame on me. Saying this was my fault, and I needed to pay to have the floor removed and pick another bed to install. I said I had already chosen the floor, and your contractors decided they would do what he wanted to do. I hung up because I wasn't getting anywhere with her. I have a signed contract for the material and umber old town and oasis. Neither of these floors I picked was installed, and the price is 300 higher because the guy stated the manager would have to sign for the reduction. This was a cluster working with Empire Today. I will never use them again and advise others the same.

I was sold a floor and came to install another 8 months after contracted. Sales person was explain deal breaker was the sample to be approve by association, he was rude and confrontational. He worked out a price and pretended to talk to his boss and went to an agreement of a price. Said I could get my own condo city permit when it was not true the city wants contractors to do it. Empire connected me with a person that made me do paperwork and notarizations and never submitted the paperwork. In dec I had strokes and heart surgery still couldn't get it sort out,, finally the manager of installation very helpful sort out the permit. Installation day came and they brought the wrong cheapest vynil no bottom sound proof that I had agreed upon -7-inch and that the association had approved they Brought and inferior one. Said that is what I had contracted,,, the installation manager said " ITS A DONE DEAL... I HAD TO INSTALLED IT"" I REFUSED... Iam still waiting for a response they send a manager to show me other samples. I spoke to her and they intend to charge the regular price for the same product I was promised... said her boss will not move from his position I had to pay- ever since they don't answer the phone,, I called customer service still took another claim number for someone to call--THIS IS MISREPRESENTATION AND SEEMS TO BE THE SAME MOD ACCORDING TO ALL I AM READING NOW. A SALES PERSON TOOK ADVANTAGE OF MY LACK OF KNOWLEDGE OF CODES AND CLASIFICATIONS THEY USE ON THEIR CONTRACT SOLD ME ONE PRODUCT AND CAME TO INSTALLED ANOTHER-THIS IS TRULY MISREPRESENTATION AND FRAUDULENT PRACTICES AGAIN THE PUBLIC...
'

On December 4, a sales representative from Empire Today came out to give us a quote on replacing our carpet with laminate flooring. We paid a large sum of money, equal to about 50% of the entire quoted price. We were weary of starting this project close to the holidays, but we were told it would be a one-day completion and guaranteed complete before Christmas. On the 15th, the installers showed up 4 hours late and made us pay 100% upfront before they would even unload any materials from the van, which is in violation of our contract, which states that the work would be "substantially complete" before we would pay the remaining balance and that we would owe no more than 30% upfront. I should have seen this as a red flag right away, but I didn't know any better and was basically interrogated into paying in full; they said it was "company policy" and that "everyone does it," so we (regretfully) complied. That day, they only finished about half of the "work," saying they miscalculated the materials needed by 8 full boxes and would be back the next day to complete it. Meanwhile, they had torn up all the carpet on our staircase, leaving exposed plywood and sharp nails sticking out of the floor, on which we stepped and injured ourselves, after being told it was "clean and safe to walk on." The next day, they never showed up and postponed for another week. The following week, they were late yet again, and when they did come, they put down half of the flooring on our staircase and left the entire second staircase unfinished yet again! They said they miscalculated again by 6 more boxes and would be back the next day to fulfill the guarantee that it would be finished before Christmas. We took off work to be home for them, and when half the day went by and no one showed up, we tried contacting the closest branch to us, and they said they would not be coming. They just no-called, no-showed with no notice, so we missed more work for nothing. We were told a "glitch in their system" cancelled the job by accident and that they would return Christmas Eve to finish. Christmas Eve went by and, YET AGAIN, no one showed up, and they postponed for another week. We ended up having to cancel our Christmas plans because it was unsafe for children (or anyone) to be walking on the unfinished flooring with exposed nails. We respectfully asked that they send a different installer to complete the work, as it was not done professionally at all, and the installers urinated all over our bathroom toilet seats and did not flush the toilets - so disrespectful and disgusting! We were guaranteed by email that a new crew would be sent out and that they would send an "inspector" to look at the work, but the same people showed up again, failed to provide credentials when asked, and there was no inspector. We only agreed to let them continue because we were so far along at that point and couldn't just leave plywood and sharp nails down to walk on and needed something while we waited to have it done correctly. When they said the work was "complete," we were appalled at what we found. There were nail holes sticking out all throughout the house where the quarter round was installed; the nose pieces on the stairs were installed incorrectly and are, to this day, wobbling back and forth and unsafe; they installed damaged products (we found several chipped pieces of the new flooring upon installation); they damaged our preexisting tile flooring, trim, staircase, walls, and furniture; they were completely careless and slid heavy furniture across the floor and dropped a 700 pound treadmill onto the floor (we provided sliders to put beneath the furniture and requested they use them, but they did not); the "click-lock mechanism" was installed incorrectly, so there are gaps between the planks, exposing the preexisting wood beneath the new flooring; they inappropriately placed caulk into the large holes they created in our staircase, which look absolutely horrendous and unprofessional; they removed and threw away our door stoppers, so I had to buy new ones, etc. The manager at the local location told us that we needed to get "two quotes" from contractors stating the cost of damages so that we could be reimbursed. When I told him we were getting those, he changed his story and now wants 3 quotes. We have tried over and over to contact customer service, but no one ever returns our calls to resolve the issue. All we wanted and asked for was top quality, durable, waterproof flooring, but we got a cheap product that was already damaged upon installation, and they did not install it properly. We paid $13,000 for this garbage, and the manager said he would give us "$350 for the inconvenience." What a joke! We are pursuing this legally, as they falsely advertised their product, breached the contract by making us pay 100% upfront, installed the product incorrectly, were unreliable throughout, caused us to miss work and injure ourselves due to carelessness, stole some of our belongings, failed to provide credentials when asked, and overall did a horrific job. This is the worst company and "customer service" I have ever experienced, and they should not be in business. Please, PLEASE read reviews and do not let this poor excuse for a company scam you as they have us! We are seeking a full refund so that we can have our floors redone properly by a local, highly reputable flooring company with licensed contractors.

Installed flooring 2/21 by 6/21 it was coming up and bowing. I called in and received my first callback 6/22/21 from Lori Simich. I sent her the required photos and after several more emails she claimed she never received the first set. On 7/21/21, Lori responded that their was a problem and she would send out repairmen the week of 7/26/21. All week no repairmen and no responses to email/phone. 8/19/21 received another call from a Wayne Gray. I sent him additional photos and he verified a problem and scheduled repairmen on 8/30/21. On 8/30/21 the repairmen arrived and started pulling up flooring and they found more problems with the flooring. After a couple of hours they stopped and stated the flooring in the entire downstairs was bad and all of it needed replaced. They stated the flooring was bad from the factory and that was the only explanation for all of the issues they found. On 9/3/21 Wayne provides a follow up call and how is the flooring. I told him what the repairmen found and he claimed to be "unaware" and would contact them. 9/18/21 still no response from Wayne, but sent email to schedule flooring repairs. 9/20/21 Wayne called back expecting repair work to be done because he thought Lori was handling it, but said he needed an inspector name Randy to come out. 9/26/21 still no call from inspector to schedule inspection. On 10/15/21 I emailed Wayne about inspector Randy and having received no response. 10/6/21 inspector named Randy leaves voicemail and I called him back on 10/11/21. He returns that call on 11/5/21 and schedules inspection on 11/8/21. Randy the inspector arrived on 11/8/21 at 9:15 and was gone by 9:23 and said he would call in a week. 11/16/21 I left follow up call with Randy and emailed Wayne about results. Randy texted back he would call back in a week. 11/26/21 still no follow up calls from Wayne or Randy so I called the customer support number who left voicemails with them to call me back. 12/1/21 still no follow up calls from voicemails or emails from Wayne or Randy so I called customer support again. 12/14/21 I have yet to receive ANY communication from anyone at Empire since 11/16/21 and I just spoke with customer service again who said she forwarded my issue on to corporate. I do not know what that means because if the actions (or lack of) of Lori, Wayne, and Randy are examples of their corporate leadership I expect little in results. All I know is we spent $7,000 on a name that represented the best in flooring and have been completely disappointed. The flooring was down for just over 3 months and has been "broken" for 6 months. The repairmen even left some of it up because they believed they would return shortly to replace it all. So here it sets unfinished, unresolved, and unsatisfied. If you are thinking about Empire consider all other options including doing it yourself because this company does not care about its customers.

March 19,2021
Andrew measured for porch carpet
Estimate $750

3/21/21
Called Store
Set up Appointment to sign contract
3/22/21 5pm to 7pm

3/22/21
Andrew
Porch $750 $20/month
Sign Contract
Advised 4/7
Harvest - Brown
Color was wrong on contract
Instead of changing and starting over - he said he will advise people that need to know

$247.40 Today
Remaining Day of Installation
4/7/21

Did not offer financing for porch and I asked about the sale 1 room and others $50 each

Said it was a problem with amount so low and the sale did not apply to what floor style i wanted

4/6/21
I was cleaning off front porch and was thinking I have not received an email to confirm the time on 4/7/21
I called the store
Said appointment was cancelled on 4/3 because of the weather
Advised all sun and above 65 since Saturday

My wife and I called back several times throughout the day

Lisa to call back by end of the day

4/7/21
Called 9am regarding installation
Said Lisa will be calling back
We advised that we have doubts because no call back last night and no call on Saturday when appointment was cancelled
Advised if I would not have called yesterday then I would have been sitting here waiting for installer.

4/7
Lisa left message said it was cancelled due to weather and left her number and extension.

+1 *******193
Extension 3120

My wife will call back

4/7/21

Did not offer financing for porch and I asked about the sale 1 room and others $50 each

Said it was a problem with amount so low and the sale did not apply to what floor style i wanted

4/8
My wife spoke to Lisa Allen
Appointment set for 4/30
Weather permitting

4/10/21
My wife spoke to Linda Shaw
*******354
Verified color of carpet
Installation 4/30
See email

4/29/21
Rescheduled to 5/17/21

4/30
Balance Due $502.28

5/13
Received a call to confirm 5/17 install

5/17/21
Call from Lisa Allen
Cancelled
Weather 65*
Advised porch is wood
65* when porch is cement

Sent pics to her and Linda Shaw

Rescheduled 6/8

5/17/21
My wife spoke to De' Heinrich
She had me send the pictures
She to call back

Make sure we go over issues again with Manager
No mention of weather permitting
Carpet color wrong on contract. He advised he will make the change and make sure everyone was aware of the change
Financing - Not given the option. Too much of a hassle with such a small amount

1.1st time cancelled - no call

1. This time - Confirmed on 5/13 for 5/17 install date

1. Both times - removed all from porch and missed work and changed Dr Appointments

1. Had him measure the upstairs to have the floors done like they did the downstairs. He gave the cost with monthly and # of months. I asked about 1 room and others for $50 each. Advised that did not apply to kind of flooring I wanted

5/19/21
Called De' Heinrich
*******646
Extension 2
10:20am

She advised that there are no outdoor carpet installs in our area until 6/1
Above 65 (excludes night)
No rain

My wife talked to her
$50 Discount
Set for 6/8

6/4/21
Audrey
Received call to confirm 6/8

6/8
Lisa called
Cancelled

6/8/21
Peter (Sales Manager)
Explained situation again to him
He advised no outdoor carpet prior to 6/1
I asked why scheduled 4/17,4/30,5/17
He had no explanation
I asked how do they determine if it rained in BF - I asked if they should come to residence to determine if ok to install?
Because if it rains in Pittsburgh doesn't mean rain here
He agreed
He set appointment for 6/16
I asked before you go - can I verify color of carpet to be installed. He advised Overcast
I advised incorrect - Harvest
So they would have finally showed up and the color would have been incorrect
He agreed that an additional$100 would be taken off bill

He said he will send an email shortly:
Appointment Date
Additional Refund: $100 ($150Total)
Color of Carpet

6/15/21
Kevin (Install Department)
Kevin said cancelled because of the weather
Same things over again
Didn't rain here
Porch not wet
It's 75 degrees (He said not warm enough)
He said that because under porch not warm enough?
He said ground is wet
Advised again that under an awning - Not wet
Advised wood not cement
He said ground is wet?
I asked why does that matter when up 5 steps and under roof on a porch with an awning

Called Peter
Said he don't understand
Said he is sales manager
Have to go by what installation Dept says

Said that Kevin is 1 of install managers

6/15/21
Call installation Dept
Left Message Voicemail

6/15/21
Customer Service
Left Message Voicemail

6/15/21
My wife *******@6pm
Spoke to Anthony
Sending De' a text
Said wcb tomorrow

6/16/21
My wife spoke to Anthony
Said he talked to De'
Waiting a call from installation

6/27/21
Received a call from
*******300 with a message to call to confirm
#PRJOO*******

Called *******124 to confirm appointment on 6/29/21
Spoke to Anisa
Said between 8am and 6pm
Amount Due $302.28

6/29/21
Kevin called
Said installation is cancelled
Advised no rain
Said it supposed to rain for the next week
Asked if it cancelled because it might rain?
Said he can't predict to weather
Advised that is exactly right he is doing.
He now is saying no rain 3 days prior and 3 days after.
Asked again about being under a roof. Said ground is wet
So now it's because of humidity
Scheduled now for 7/16

My wife called and advised not acceptable
Scheduled 7/7

Signed Contract 3/22/21

Cancelled Dates
4/7/21
4/30/21
5/17/21
6/8/21
6/16/21
6/29/21

So much $$ taken off of final bill that it was not going to be worth the companies time so they cancelled over and over.

Part III of Complaint written on Monday, April 26,2021@ 1:35PM

This is Empire's Today response to the reviews I submitted to different entities regarding the horrible experience I received from Empire Today:

In review of your account, I noticed that you had cancelled your order for laminate. I would like the opportunity to discuss with you the primary reasons for cancelling your order, so that we can learn from the experience. In addition, I can provide you with beautiful new floors for a new low price of $2,457.29. Please respond to email to take advantage of this offer.

MY RESPONSE TO EMPIRE TODAY:

Hi Krystle,

Yes, I did cancel services with Empire. The frustration and aggravation I've endured from Empire was/is unacceptable. You're another example as to why. Sure, let's discuss my dissatisfaction with Empire Today.

I've spoken to (2) Mgrs. Prior to you emailing me today with your so-called new proposal offer.

Your offer is the worst out of both offers presented to me already. Let's do the Math.

1st Mgr. Offer - $150.00
2nd Mgr. Offer (Corporate) - $500.00
Your (Krystle) offer - $80.75

I feel my intelligence is being tested right now. This is what you call your New Low Price and offer? This is what you offer me to keep me as a Customer? This is got to be a joke.

What you can add as a learning experience is to not expect your Customer's to pay the Contractors up front the remaining balance due when he arrives and before he even starts installation of a Customer's floors. Now, could anybody tell me why I would do that?

I put a Down Payment of $846.01 when I agreed to have Empire do this job. If a contractor comes into my home, and I hand over a check for the total amount before he begins this job and this Contractor couldn't finish the job because he wants to take ½ the day taking cigarette breaks outside and now have to come back the next day to finish, that's if he shows back up the next day or decides to say he's going to lunch and doesn't return until 2 days later or mostly just does a unsatisfactory or inferior job, I don't want any of this frustration with having to deal with any Contractor and more hassle while trying to get an issue rectified with Empire.

Empire has worn me out mentally. I just can't do it with Empire again. I refused the offer from Robert because I would not agree upon your system of payment. This was not an option for me, that's why I made that decision to CANCEL the job period.

Who in their right mind would hand over a full payment especially that large amount to any Contractor before the work is started and completed? Would you? Asking for more than half of the project cost up front, is a big red flag to me.

I'm not taking the risk of some shady contractor sent by Empire and run the risk of poor work or taking a chance on getting ripped off by the Contractor or Empire. What I've described are true events from Customers Reviews. Horror Stories from others who have encountered dreadful experiences with Empire Today who put forth money and had to seek legal Assistance or assistance from other entities to get their disputes rectified.

Another thought would be to, have your Sales personnel to inform Customers up-front that they would have to pay the Contractor upon arrival before the job starts. This would allow the Customer to approve or disapprove that decision at the point of Sale. I would have surely not hired Empire under these conditions if told this up front.

Why not just have the Sales Personnel ask for the whole total amount due at the Point of Sales and Empire can pay the Contractor directly. Again, I would definitely not agree with this system of payment and would have sent the Sales Person on his way.

I would have surely accepted the highest offer to me, if your payment policy was not as such to pay up front to the Contractor. If you're able to make that part of your policy go away (from looking at your offer, not expecting you to do so) then maybe I can reconsider hiring Empire again.

After tolerating the issues that I've endured with Empire since April 4th, all I requested was to be able to Pay the Contractor after the job is done like any legitimate Company would have me do. I had even accepted a install date 2 weeks from the 2nd scheduled install date in which that was a no-call, no-show. No Mgr. Was able to get me a sooner date then May 4th. Empire screwed up the 1st Install date as well.

I believe I have given my all to agree with getting this project done but all I'm getting from Empire Today are obstacles, disappointments, aggravation, frustration and no stepping out of the box for your Customers after Empire has screwed up twice before. I feel Empire is contradictory when saying you care about your Customers Experience.

Thank you for your proposed offer, but it definitely wouldn't be your offer Krystal to keep me as a Customer especially since I received better offers previously a few days ago from Mgrs. From Empire.

Thank you

Gave this Company "1" Star only because I had to for submission of this complaint. My Ordeal began March 29,2021. Sales Rep. Xavier Rowe arrived within the windowed time that was scheduled. Had a pretty decent experience while viewing samples and discussing purchasing of Laminated Flooring from Empire Today. Xavier offered his card with his phone number and advised us that we can call him anytime with questions or concerns. Found out during my issues that he's the typical Sales Person. Get the sale, get your down payment then don't answer his phone or return voicemails. Wished I'd kept my bottle water I offered him that he gracefully accepted. Wrote a check for $846.01 for the Down Payment and was scheduled for an April 7th, 2021 Installation Date. Day of Installation 4/7 Contractor arrives around 9:30am to find that he DOES NOT have the matching 3/4 Quarter Round needed for installing the floor. Contractor tried to find at Home Depot & Menards with no luck therefore I had to reschedule until the Warehouse could Order and shipment comes in. After a week I had to contact Customer Service to find out if that material had arrived so that I could reschedule another install date even though I was told someone would contact me when the material came in. Never got that call. Once it was confirmed Quarter Round was at the warehouse Customer Service scheduled me for April 20th two weeks later. I called Empire again prior to the install date to make sure everything was ready to go for the 4/20. All was confirmed by Customer Service that everything was set and ready for Install on that date. April 20,2021 - 11:00am no call, no show. 12:00pm called Customer Service to advise no show no call of Contractor. Customer Service assured me that the Contractor would be here, but had a 10-hour window, which is an entire day to sit and wait for a Contractor to arrive. Was told by Customer Service if the Contractor is not here by 2:00 PM to call back. 2:00 pm - No Call No Show. Not only had the Reps been trying to connect with someone in the Installation Dept. to no avail, as well as I had been calling the Installation Dept. all day. No answer. Left Voicemails- No Call Back. Finally, I had to ask for a Supervisor because I was getting nowhere with this whole fiasco. Spoke with a so-called Supervisor by the name of Sal or Sol who made me aware of how incompetent he was as well as the whole entire Company couldn't provide an answer as to why this happened but did advise that Empire had made contact with the Contractor earlier that day who was to be assigned and the Contractor advised them that he had no scheduled assigned job for that day for my location. Empire knew they screwed up but neglectfully never called me to advise me of the screw up to let me know that NO Contractor will be at my home that day. Empire had me waiting the whole day without any communication, apology or explanation as to why no one had the decent courtesy to contact me to inform me of this error. This is Piss Pour Business Practices by Empire. Oh, it doesn't even end here. The so-called Supervisor Sol/Sal indicated he would request a Manager to contact me to see if they could give me an earlier scheduled appt. Before May 4th within 24 hours. 4/26 have not received call from Manager or anyone else from Empire. From 4/20 until today 4/26 I have called and called Empire on a daily basis to speak with a Manager to schedule an earlier appointment before May 4th. Each time Customer Service tries to connect with the Installation Manager no one answers the call. I have tried calling myself and no one ever picks up in Installation, you leave message and no one responds back. How can you have a Title as Installation Manager and don't hold true to your position? These people are not performing their jobs or services to their Customers but are getting paid for not doing what their position requires them to do. Who is their Manager? It wasn't my fault that Empire is an incompetent Company and can't get it right. After re-scheduling twice due to Empires blunders, I totally should not have to wait another 2 weeks because Empire is incapable of doing business appropriately. When I called today 4/26 a Customer Service Rep. Indicated that my complaints have just been assigned after 6 days of complaints and definitely not within the 24-hours, time allotted to me for a call back, to a Person by the name of Alicia who is supposed to be assigned to my case #*******715. I guess I have to give her at least 24 hours to make contact, but I'm telling you if she can't provide me some kind of acceptable resolution, I will be cancelling my order with them and demanding my full refund amongst other entities that I will contact for all of the aggravation and inconvenience that I have endured. That will include reaching out to the CEO, President and writing every source I can find to provide my reviews of this untrustworthy, unreliable, undependable, so call Company Empire Today. It's such a shame because I have use Empire for all my apartment and my home carpeting for years when they were a reliable Company back in the day. My last purchase being 14 years ago. I didn't even do reviews because of the great experience I previously had in the years I've hired Empire. I should have read the awful and terrible reviews that had been written about the Company today. Now this new school Empire Today is the most unorganized Company I have ever, absolutely ever dealt with in my whole life of being a purchasing Customer. Worst and most terrible experience I've ever had. I don't see how this Company will survive treating their Customers and running their Business as they do.