EmpireToday

Purchased new carpet for our custom built Home which is appropriately 5900 SF, Contacted Empire in 2 months after installed expressed our concern on the way the carpet was looking already! The old carpet in use for 9 years didn't look that "worn" when we opted to have replaced. We have been very patient however here we are over 1 year later and still living with these terribly matted inferior carpet in our home! After multiple different visits to our home, they still haven't taken care of! Customer Service is completely lacking with this company. If you own a nice custom home - DO NOT USE EMPIRE TODAY, for a cheap rental property they may be okay. Our options, hire a proper local carpet company to do it right (like we should have done in the first place!) Empire uses all subs, not their own trained crew, that are paid pay the job, so quicker they slap it out the better... and it simply doesn't last!

Empire is very un professional and very Bogus how they treat their customers! I was told that Monday was coming to install my laminate floor but no show no call, but I called and they said we ran out materials. Ha! Wow! Really! Terrible

I purchased flooring and custom window treatment on November 8,2021. Made a deposit of over $1,400 for both items. Finally got the flooring installed after having to re-select another product due to manufacturer issues (that the sales rep did not know about). Never got a pre-calk the day before installation with an ETA. Still waiting on the status of the window treatment. Customer service is the worst can't get anyone to speak with me or respond to emails. I've been placed on hold several times for up to an hour and still did not get to speak to anyone on the status of my order. There is no sense of urgency or responsiveness. If you are looking for professional and responsive service... look elsewhere because this is not the company. I will never purchase anything again from Empire Today and will let all of my family, friends and neighbors to do likewise. Working with this company was a horrible experience!

The agent who came out to my house forgot to tell me that my bed room door will have to be shaved because I had hard wood floors and I got carpeting. They told me read the contract that's fine but the agent should of told me prior even though he admitted he was wrong they still wanted to charge me $155.00 no thanks I got some one else who charged me fifty dollars. Then the installers nicked my wood columns then instead of sending some one out to look at the damage you have to do all the work and may be they'll reimburse you (the columns were brand new). My opinion the WORST company to work with.

Its been 2 and 1/2 months and Empire still has not processed the refund request I made despite my following up many times. Each person I have worked with has tried but something always happened to close the case. I canceled the order 5 minutes after the sales person electronically processed my check. We had a disagreement over the terms of the installation and I had her cancel the order but the check had gone through. They owe me $3500 and I was a repeat customer. Stay away or at least pay by card so you can cancel.

Worst costumer service.
We had the floor done, we had vinyl installed $*******. After about 4 month one stair was coming apart. The service we paid for was $12,000 and included warranty.
The first person who came to fix it put some cheap glue. A month later the same issue occurred. I had 6 (six) different maintenance guys coming to fix it, six different calls every time, each of them showed up with the wrong piece. They apologized and asked me to call corporate for 6 times. Today the person came again with a complete wrong color and size.
This is unacceptable.

The salesman who came out was nice but very pushy. He did not want to listen to what my wife wanted. W gave him a $1000 deposit yesterday on 7/5/2018. My wife texted the salesperson last night telling him we decided that we were cancelling and told him on the phone today Friday 7/6/2018. Se told him no more texting or phone calls. He doesn't understand NO means NO. We returned the contract via overnight mail today He showed up at our door at dinner time saying he had revised pricing from the main office. Why didn't he give the best pricing up front? He is still calling my wife's cell phone after I told him at the door that we were not interested. He is being a P in the A. Whatever happened to customer service rule #1 which is the customer is always right. If not go back and read rule #1.If Empire wants to contact me my email is *******@gmail.com.

My review is only on the sale pitch. I knew Exactly what I wanted a quote for and the sales rep came in to sell me on their inferior LVP flooring. I have a pool and don't want anything to do with vinyl plank flooring because of moisture issues. I don't care how advanced the new technology is or how thick their product is, compared to others. When getting an actual estimate on the different types of flooring options they jacked up the price of the tile more than triple what other companies charge, in order to get you to buy their vinyl flooring. It's obvious because that's their biggest profit. My bull $#*! meter was spinning with all the lies I was told during their pitch. 2 stars only because the rep was a nice guy. I don't blame him for the pitch.

Our sales rep. (Raleigh) signed us up for the 1 year financing even though we agreed to the 4 year financing. We spoke with the local office. No one took ownership of the issue. I requested that the sales manager call me which he never did. The corporate accounting office assured us that they resolved the issue in their system and communicated the updated contract data to their financing partner. They assured us that it would take no more than 1-3 billing cycles. The finance company never received the data. As of the 4th billing cycle our finance terms are still 1 year. This is a HUGE FUMBLE on the part of Empire. How is this company still in business?

When I wanted to get one of my rooms carpeted, I called about half a dozen carpet places, empire carpet was the worst, he never showed up the first day making me wait the whole day, when he finally showed up the next day looking like some homeless person they threw a badly fitting suit on.he quoted a price that was about twice what the average of the others was.

The pricing structure that Empire uses is convoluted. They do a lot of this is the price for the hardwoods, this is the price for the carpeting. We ordered the Ponderosa flooring and received Creole. We were told that it is the same product. It is not! Because of going back and forth over the flooring, our install was delayed a week and we had to live with our house torn up. We decided to cancel the carpet install because of the hardwood floor issues. We were told by our sales rep that we would be getting a refund for the carpet. We are not getting refund. Have been in contact with Empire and they said that there is no refund coming. HORRIBLE experience. DO NOT USE Empire!

This is a follow up on my original review. After I submitted my review I did receive a phone call from someone claiming to be the regional manager for Long Island. She stated that due to the coronavirus nothing could be done at this time but she would follow up with me at a later date. She left no phone number and didnt really seem interested in my issues. I had previously contacted the company with no satisfaction. My floor is separating and all the dirt and crumbs fall into the separated areas. I know this will never be settled to my satisfaction. The company was quick to take my money but has never taken action on any of my complaints. They responded to my last review stating they needed more information to find my account but when I tried to respond it would not go through. I gave this company a rating of 1 bit would have given a zero if I could.

Empire quoted a price, but we were told it would be adjusted by the time of installation. They came to install carpet and a floor. They sent 2 crews and that predicated the issue. They left without installing the floor and offered no solution as to when they would be back or how to get the floor installed. Customer service directs you to the local installer and they don't call back. Now we are getting billed full price, no discount. I just want them to call me back, finish the job and give me my discount. The installation was on Feb 25th, 2022 and still no response. If you are ok with installers walking off an incomplete job, no support from customer service and fake accreditation from the BBB, Empire Today is your company.

The carpet that I bought from empire today was crap. I paid for "premium" carpet, with thickest suggested pad, and installation. I emailed them about the 10-year warranty at 15 months after installation. The carpet was unraveling at the ends, and flattened out and matted down over most of the two rooms it was in. I had had it professionally cleaned a month prior. They said because it was steam cleaned at 14 months the warranty was good because it had to be cleaned every 12 months. They also said that the warranty was only a manufacturing error that would be covered (evidently crap quality is not an error). So they did nothing at all. Now I have carpet that is matted and worn and frazzled, after only having it less than 2 years (even though I was assured a 10- year warranty). The carpet they sell is worthless! DO NOT BUY!

The sales person came in a timely fashion and did the measuring. We then looked at the sample books and found a matching wood that was the same color that we already had.

He gave me a verbal estimate. I asked for a written estimate, and the rep said they don't do those. I told him that I was uncomfortable with only a verbal quote.

I then asked for his business card, and he stated that he didn't have any.

For such a large company, they did not represent themselves like the professional company that we see advertising on television.

Had numerous problems with getting new vinyl floor fixed for bubbles and wrinkles installed by Empiretoday, I became frustrated with Empire and thought I was stuck with the floor. Today the Different Installers for Empire replaced the floor and this installer was very knowledgeable and professional. The floor looks great After he was finished he explained the process to us and what to expect and how to care for the floor. Just relax if your making a purchase from Empire that if you are not satisfied they will make it right as they have done for me.

It has been almost a month from 10/15/2021 and from day one they still have not fixed my vinyl planking on my stairs correctly that they screwed up on they have sent 3-4 different contractors and each one did something wrong with measurements or nailing in the planks which are interlocking and shouldn't be nailed in. I have nails that stick out I have a vinyl plank popped up and one the vinyl is torn and nobody answers the phone or they say they are coming don and don't.