EmpireToday

We bought a house 7 months ago. We re-did all of our flooring other than our master bathroom, due to running out of funds. We are now going to do it because we had a leak in the bathroom and we are forced to do it with the help of insurance. After after weeks of trying to reach someone to get a few more boxes of the tile, we haven't been able to get anyone to call us back. We called again last week, and got a ticket number. They told us it would be 1-3 days to get a call back. At the end of day 3, I called back, only to be told that the ticket was sent to the wrong department, but that the right department would call back within 24 hours. I wasn't holding my breath, and I'm glad I didn't, because of course nobody called. I left another voicemail again today. My true inner "Karen" was screaming to get out. My next step is to lodge a formal complaint. We are dead in the water with the job until we get the tile we need.

Feb 2022 price $15,000
We have had a horrible experience with empire!
The carpet was great, no issues. Now the floor was a whole different story. From the start they brought us the wrong flooring. We were supposed to have flooring that clicked together and very bearable. What they brought us was glue down vinyl (not bearable). They said there was nothing they could do. They sent Scott (project manager) over here. Telling us this is the best stuff out on the market. This flooring will never come up! We didn't have a choice they already laid 1/2 of it. They promise to come back to fix the scratched one (anything you put on the floor scratches it) also they promised to bring us transition from the floor to the tile. Never heard back. Repeated calling and voicemails. Today I am Cleaning the floor and see spaces in the the flooring. Come to find out they didn't glue the flooring down! We've called Scott the property manager and Empire. I'm waiting for a call back from a manager. We've been through this so many times. I would Never use again and tell everyone about this experience.

Install was scheduled for August 4,2021. I received a call advising trunk broke down and was rescheduled for August 5th. No-show and no call. Called numerous times and was finally rescheduled for Aug10th. No-show and no call.

My experience with Empire Today was awful. 1st the salesman didn't recommend what would be the best floor in my home. 2nd I have problems with the laminate bubbling at the seams immediately after installation. The floor is still under warranty and empire wants to charge me around $2,000 to replace the floor in those areas. I'm still paying on the original warrantied installation. I've made a complaint with the Better Business Bureau and rhe local TV station. This has been going on for 10 months. The floor never looks clean and the corner rounds are separating. Do not hace empire today install your floors.

I'm not sure where to start. I had a sales person come out, measure and give me a quote. My wife unfortunately had to leave before the quote to see her uncle in the hospital with a broken hip. I did what I could to make this go as smooth as possible but epic fail on my part. The sales persons name eludes me. I called him back and set up a time for him to stop back by at his convenience. He let me know at that time my wife should have been there to help make a decision on his first visit. Let me think sir, my wife uncle had just fallen, broke his hip and just had surgery. He never stopped back by as promised nor did I get a call. I called back to Empire and went through the entire process again.
1. They sent out Ken George. Nice guy but not very thorough with information though. He did measure and give me a quote.
2. The price he quoted I apparently misunderstood so I called the day of the install.
They dispatcher set me back hours without letting us know via e mail or phone call. This small 81 Square Foot Job took one evening and the next afternoon.
3. They sent one person to do the job. Sadly enough he did not speak English so little communication.
4. No care instructions
5. No follow up call from Ken George even after I called and left a message.
6. I did have other rooms I would have used them form but, not now.
7. I am remodeling another house and will never call this company again or use them for anything.
8. Enjoy the money I paid you because it is the last you will see.

We made an appointment with the Mr. Oggie to install carpet in 2 rooms and we accepted the quote after having an acceptable discount. When Mr. Oggie came to sign the contract, we made a check for the deposit (25%) and scheduled the date for installation. Everything was fine until Mr. Oggie informed us that we need to paid in full before the installation and we questioned why? That we understand and can pay them the half, but not the full price as a warranty... the contract was canceled on 11/19/2019 and as of today we still waiting for the refund of the deposit. When calling customer service they state that the cancellation still pending and when they transfer to the cancellation department they never get the call and we ended up remaining in the line for HOURS and NO way to get them... How could a "BIG" company like this ask for full payment in advanced and don't process a cancellation/refund right away like others companies?

1,200 dollars worth of carpet that would do shame to a mobile home. I was sold one carpet from a sample and the one they installed was NOT the quality carpet I purchased. They will make it right,... If I pay an additional 560.00. That is almost 1,700.00 for a 12x20 LR carpet with the crappiest pad known to man. The salesman NEVER sent a contract with the details of the sale to me via email as he promised. They sent a second salesman to look at this nasty carpet and he admitted it is a "low end" poor quality carpet. I am thinking of taking Empire to task with the BBB or NY State attorney general. This is nonsense

DO NOT USE THIS COMPANY! They do not stand by their installers and try to charge for repairs without giving an explanation. I was told the installer (repairman) was not supposed to talk to me about the repair… by 2 different reps. That's because the installer was honest and they claim the report said the damage was my fault. Don't make my mistake… deal with a direct installer!

Worst decision I ever made was allowing These people into my home. I was robbed $2550. They sent a family of 4 to my home to install my cheaply made carpet. Two young children around ages 11 and 13 a gentleman and his petite wife. The gentleman knocked on my door and said he was here to install carpet requesting remaining balance from my husband. Once he paid the gentleman walked outside and came back with his family. I pulled in the driveway to see young children cutting what was to be my padding for my carpet in the RAIN. I quickly told them we would not be installing carpet today one it is raining now and you are not about to ruin my new carpet in the rain and two there are child labor laws. I asked this family to leave my home. I then proceeded to call customer service to request a refund because this type of installation was not what I signed up for number one and number two there is a pandemic out here and kids are the worst at washing their hands. I feel empire put my whole family at risk. Thank you empire! I was informed it's out of my 3 day cancellation window and they will not refund me. I will take this to the news to court whatever I must do get the money empire has Robbed me from. I can't help it's out of a 3 day window when I signed a contract in January and you didn't have a opening until March to install and even so I did not sign approval for illegal work to be done. There are child labor laws and I do have video of these children in my driveway cutting padding that I intend to take to court with me if that's what I have to do to receive my full refund back.

Installers never show up and never responded to call from empire customer service representatives. And they have installer management systems. DO WASTE YOU MONEY. We spent $14,000 on flooring and they installers don't show!

Was a loyal client - Don't waste your time... Spoke to a supervisor after first appointment was missed, he stated they would be there/here at 8:00 a.m. the next day - discount - etc. No Show

We had carpeting installed in the whole main floor. I called today to voice my concern regarding 2 issues. The customer service person was very professional, but an employee by the name of Dave called, listened to my concerns and actually hung up on me.

Details
When the old carpet was removed, I ask the installer if he could fix the squeaks in the floor. He said he would and asked me to show him the locations. From what I can hear, nothing was done.
The customer service person that I talked to today was very professional and helpful. Then Dave called. He stated that his employees do not address squeaks in floors (but evidently they say they will). As I continued to discuss the issue with Dave he spouted some sort of insincere goodbye and hung up on me.

I think the mention of past reviews that I had read was too much for the little guy.

There appear to be some professional in the organization, but make sure that everything you expect is part of a contract. You may not be able to trust all, even though you are led to believe otherwise.

First of all, they farm out the labor to local flooring guys, and the ones in my area are not a top notch flooring company! I've had nothing but issues with it. I've had to have them replace the carpet once already bc they did not stretch it and cut it it properly and the edges started to come apart. The carpet goes flat after a year, it is Not stain proof and THEIR WARRANTY IS CRAP! They say they'll do all this stuff it needed but when it comes down to it, they will say it's "customer" damaged and they will not hold up their end of the bargain. I will never refer or use them again! It's a cheap grade flooring over priced and the people putting it in are Not empire employees, they're just some jo shmo off the street who'll do it Cheaply!
A complete rip off. And heaven forbid you need to call about the warranty! JENNA THOMPSON is not a customer first person and she has an attitude from the jump. THATS BC THEY ARE CROOKS!

We had their new Home Fresh carpet installed sorry we ever did. First we were told they would be at our house at 7am. They didnt get there until 1pm. When they left there was a very distinctive line going down the length of the room cant miss it when you walk through the front door. The installers came back out and said they cant do anything about it cause its a fold in the carpet. So now we have this ugly line in the living room. Considering what it cost us that ugly line shouldnt be there. It also doesnt hold up very well in high traffic areas like the hallway. In a year its all going to have to be replaced a waste of money. I hate this carpet sorry we ever went through them.

Been in my home for over 30 years, I have had my carpet replaced before and the carpet I had done in my living room 20 years ago looks better than the carpet I had done by empire 4 years ago Empire carpet started coming up all over the place, and they gave me some reason I don't understand why they can't fix it and want to charge me I am so embarrassed having this carpet looking like this in my home it is very noticeable, because everything looks so nice in my home except empire carpet coming up from the floor it makes my home look awful, like I grab some armature off the street to do my carpet and, if it continues to pull up from the floor I soon may have to replace it, this is just awful, never seen anything like this before. Everything is good when your are selling the product but when it fell you don't really stand by it to make it right, and the customer have to live with the bad results

Never use Empire for your flooring needs. Had a salesman in, did a quick estimate, sold me on a beautiful color floor and I got excited. Guy showed up, left the old laminate on the floors (kitchen, bathroom and landing), put the new stuff down, had the wrong trim, had to come back. No big deal. Loved my floors until they started falling apart... less than 6 months after I had them. They tried to blame me, my cleaning products, my table, everything except themselves. They had to replace them all, another very poor install... fast forward another year, floors in bathroom literally pulling apart, kitchen major gapping and landing looks terrible. EMPIRE won't do anything, basically saying they have some unwritten 1year installation warranty (funny enough they never mentioned it before a couple weeks ago) and Corey Clark at the Cleveland/Pittsburgh Office isn't returning my emails. Oh also, they don't sell my flooring anymore and expect me to provide them with leftover planks to use for a repair, planks we were never given after our jobs... DO NOT USE THIS COMPANY FOR ANY REASON.
I am filing with the BBB this week.

Don't pay them until you are 100 percent satisfied. I hired them to install LVP in four rooms in my house and the only room that looks nice is the bathroom. The hallway looks like $#*! and it has glue is on several planks, not sure why they need glue. The planks won't lock in some places I can place my foot on them and they lift up. They won't return my calls and they have my money. They have over 1333 bad reviews on BBB website. I should have research just a little more and I wouldn't have hired they.