EmpireToday

Be careful for some bait and switch that adds significant dollars to the cost of your job. I had a sales rep out to quote a floor job to replace carpets in 4 rooms. I had some competitive quotes and let the rep know I would go with them if he could beat them with a quality product. Well he did, by not including all the materials the installers would need to do the job. When I called the sales rep on installation day, he says "Oh... Sorry about that. It's going to cost $1300 more.". That put them well above the other companies we worked with for quotes. Told him I would have to cancel and he assured me I would get a full refund of my deposit. When I called customer service and let them know I needed to cancel they had to transfer me to their Cancellation Department -? They have a whole department to process cancellation?. After some back and forth with a rude cancellation rep they let me know that they would be keeping $350 from my deposit. He did offer to lower the extra costs a bit but I'm not sure I would trust these guys based on how this went. Can't recommend them at all when they don"t include all materials after an in home visit and want me to pay for their mistakes. Buyer beware...

If you want a carpet company NOT to buy from it is Empire Today. They take advantage of SENIOR CITIZENS cause it was not explained to us what we were buying. Purchased carpet for 3 rooms and in 3 months it all matted and worn-out. I tried now over weeks to let them about my issue and of course, they are giving me a terrible time. Never buy from EMPIRE TODAY if you do it's on your Risk Do not you will not be SATISFIED

We had a whole house installation in November 2021 and are very unhappy with the product and appearance of the flooring. We were told we would be getting engineered hardwood and there was very little wood on the bottom of each piece as well as the top of the planks looking like paper attached to the bottom "wood". When anything is dropped on floor and i mean not a heavy object it leaves a mark or scratch on the floor. This is definitely not the wood product they sold us to have it marked up so quickly. There is only two adults here so we don't beat up the flooring. We are very careful.
When the order was written up by the rep, there was nothing stated about what product or how much of it in each room we were receiving. Never received written receipt, it was online and very unclear. Had to call to ask for receipt which took some time to get. The installers were very good and professional.
We are very sorry we chose Empire to do our floors, quality was inferior and didn't look like what we saw in samples. Would definitely not recommend using them.

So the flooring was finally installed, mind you not what I had ordered and not when it was promised. But I had to move the tenant back in literally at any cost so that's the way it was. The installers were the only positive thing during this horrid debacle. They were A) Nice B) Didn't try to scam me for more $ C) Did a good job and cleaned up after themselves.

So in the final analysis if costs are your primary concern then Empire-Today is probably going to be a top contender for your project. But just be forewarned there's a strong chance it won't be what you ordered, won't be done in the time frame promised and you won't have any recourse for lost wages as happened with me for their own ineptitude on running a business.

I've received a couple of follow up calls from Empire-Today about my review here as well as the Better Business Bureau expressing their concern over my review and such. And has been the case since day one I've returned their calls to met with the familiar 'we're concerned with your being a happy customer' and;'w e want to address your issues' but all it is is an endless game of voice mails and phone tag.

I will say it the only way I know, Do Not Do Business With Empire-Today. Save yourself the frustration, disappointment and lost wages/work hours.

Already paid for product and was very dissatisfied. Installers said many people complain about the same thing. Throughout the flooring there are little dents which look like hammer marks. Installer said it is that the product has imperfections. He does not fix this problem. If I knew what I was getting I would have gone to another company. I wil leave this comment on the internet. To warn people not to buy this product from from you. I want a manager to call me and tel me if this is the way the planks came from the factory. If so you should buy product from another company. I am afraid in some spots the hamer make will. Cause the planks to split or crack in the future. Also the person who sold me this product said it would not scratch. However, I already see 2 scratches. I have no idea how. One installer told me it scratches easily. If I was informed I would have purchased it elsewhere. I hope you answer this comment so that I will not have to take further action, if you choose to ignore these comments. Also the day the install er came you told me he would do the work then but no work was done. He said he would do it the next day but never came. Again I am totally dissatisfied. Andrea Kramer Installer too. K the pictures.

I purchased from this company and would give them a minus 5 if I could. I purchased vinyl flooring and then come to find out it was the cheapest product on the market and I paid a premium price in fact it's just like linoleum flooring because the linoleum sample I have from another flooring company is actually a better product. What is it a bait and switch just to get business? I've gone back and forth with this company to get a few things fixed and now they are ignoring my request to fix a flaw in one of the rooms where the floor is installed. Most untrustworthy company ever. DO NOT BUY ANYTHING FROM THESE PEOPLE my experience is with the business LAS VEGAS, NV. Never in my life have I ever dealt with such an unethical people/business.

First we have had carpet installed several times over the years and there is usually a minor issue that is easily fixed, that is not the case with Empire.

Sales person and customer service representative lied when they said all tac strips would be replaced, installation manager deferred to installers opinion, despite our assurances by two people.

Installers were horrible and argumentative, poor and uneven cuts, lousy finishing, disgusting seams everywhere, worst job I've ever seen, even left wholes where there is no padding. Damaged our furniture and ignored handling instructions.

Customer service ticket for problems went unanswered, unanswered, over a week later we called and the said nobody had even opened our ticket, we then got a call four days later.

When an inspector came out he was as bad as the installers, defending and deflecting, then he got down right insulting and when warned, continued and we had to ask him to leave.

Further call to customer service has gone un-returned. If not resolved a lawsuit will be filed and luckily I have not paid a cent yet, I'm sure the credit company will insist on their money, but they aren't getting it!

Too many issues across every level.

Omg, 4 tickets into customer service, emails to our local office and our local office "THE BOSTON OFFICE", HAS YET TO CALL US... HORRIBLE, HORRIBLE CSR. When the installers came, they didn't have enough planks. 2 different brands and started installing the wrong ones. I than called CSR, who of course is not in our state, and all they do is email and put in tickets of " escalation". 4 tickets and counting and I've heard " a call will be returned in or by 24hours". TOTALLY GHOSTED. LIARS Now I research how to get help and found this site. I FEEL LIKE AN IDIOT TO TRUST EMPIRE. ALL MY LIFE I LEARNED THEIR JINGLE ON T V. NOW I OWN A HOME AND THEY DISSAPOINTED ME. And I got no where with my sorry of an excuse sales agent. Just reopen my ticket already and finish what was promised.

In Sept 2023, I had a problem with my Empire floor installed 2 years ago. EmpireToday had nothing to do with my problem, but I did want to get their help, because they were the pros and had done a great job back in Sept 2021. All I asked them to do was to please come repair a minor section of the floor, and I'd be glad to pay them for their service and didn't care about the 3 or 4 year guarantee. Found out that they have no time to repair floors nor provide service. Then I asked them to let me purchase a box of the same flooring so I could get someone else to install the needed planks. I'd have paid more than the box retail price if they had just followed through with selling me one. Two employees at 2 different times told me I could purchase a box... but when I called Michelle and/or Angel about buying the 1 box I need, my calls just went to voice mail and neither has called me back. At this point, I don't need them to call me back. I only want to purchase a box of the same planks they laid in my basement. Meanwhile, I've discovered that for Empire it's all about two things: selling floors and carpet, nothing more.
Judging from all these complaints herein, one would think they would have already made major changes in providing what customers desperately want: SERVICE & SATISFACTION! The only thing they could do for me was to come rip up the remaining planks from 2021 and install a new floor at a new and higher price. Pretty bad!
I'm an ardent capitalist! But the Empire folks are giving capitalism a very bad name, as evidenced by these unhappy customers who regaled us with their own bad experiences. Update yourselves and act like EmpireTODAY, not Yesterday!

Met with sales person. SOle carpet adn install scheduled. Installers show up, walk in, literally take 5 mins and say they cant do the removal and need to call their boss for direction. They get in the van and drive off. No communication about what happens next. Message left by Ronnie with no call back number. Office is shut down to do this carpet install. Call customer service and no-one is there. Get sent to Texas. Get sent around the united states. Finally connect with someone who says the installers don't want to remove old carpet because it takes too much time. Ask for a refund and told it will take 7-10 days to put back on my credit card. Mean while, I cant see clients because the carpet is not in. The incompetency of this place literally is costing me money. And... It was not next day installation. It was a 2 week book out.

This is the most poorly run business I have ever seen. Poor customer services and once they get your money you might as well forget it.

Run from this company.

I currently have an install date with Empire. However, I may have to make a different decision because I am unable to get definitive Warranty information. The product I am interested in has a 50 Year Limited Warranty. However, after reading it, only the first two years are mentioned in the warranty schedule. Additionally, it is a receding schedule of coverage - Year 1,100% (with stipulations), Year 2,50% (with stipulations). However, no information that details what happens after year 2 and at what percentage, etc.

I have spoken with the Sales Manager (twice) and Customer Service 5 times and they keep referring me to this incomplete information. I am still awaiting another response from a Customer Service supervisor who said that he is referring the question to Warehouse management in my area for a response. Given the big drop in coverage from year 1 to year 2 and the stipulations which are not very comforting, should they decide to just spot replace a damaged area, I'm not sure that I would have entered into this contract with hindsight being foresight.

We have another week to get some answers or I will have to cancel this contract. I'll return to this site to inform how things turned out.

We called for an estimate for vinyl flooring and the sales lady came and informed us that a special was going on for 50% off so she measured and came up with around 660 sq ft then she said that the cost would be around $14,000 but with 50% it would be around $7000 now thats an inflated price, Home depot only wanted 4100 for the same job however, they had a 25-30 day window and my daughter was moving in by the 20th of Dec so I felt pressured to go ahead with Empire even though I really didnt want to because they could install the next week. Then the sales lady said we could put 2000 down deposit and pay the balance when the job was done. Would you believe the workers came to install and told me that we had to pay in full before they started work. I challenged it but they said it's their policy, then why didn't they just ask for the whole amount up front in the first place. However, I do have to say that the installers were great, it's too bad they work for such a bad company. We have other houses to do and our neighbors and family but no one I know now will ever use Empire Today again.

This is the worst company to ever buy floors from
No customer service response no accountability for wrong material
We ordered hard wood floors lite oak 21/2 thick and carpet for the master bedroom. They removed all the old carpets and they found out they brought the wrong one, and they started to install the hard wood floods found out they were installing the wrong floors that was order, called customer service no response after no response the contractor said they would have to charge us to remove what they have installed, so we had no choice but to have them finished the job. Try to contact customer service after 3 weeks no response. I contacted Wells Fargo who Financed it they cannot get a hold of them either so they credit my account. Finally after getting in touch with customer service their excuse was they had no managers available to help me with this now I'm still fighting with empire floors never came to occlusion all they want to do is give me a discount for the work they done wrong.

They did everything! Removed all old floorings, furniture, put down new, as requested, cleaned up everything, moved back my furniture and it looked outstanding! Thank you Empire Today!

I have problems with installation of flooring. I ask to have someone from the company be sent out to review the issues other than the installers. Well the only person sent out was the original installer. So far customer service has not shown real interest in solving the issues or even directing me to someone who would come out and see why customer that spent up front 17,000.00 is not satisfied with Install. Maybe this company doesn't have to feel obligated to care, since the Installation was not their employee. The work was subbed out. That's not the way for a company to care so little. I feel a good customer that paid up front should maybe never pay in full. If no one can at least see what kind of unprofessional install the sub is doing for them. Hope someone might care, instead of run around by customer service wanting me to write a letter and take pictures to maybe get the company "INTEREST" Can't believe no appointment could be made as I ask for months ago. I ask someone other than Sub Contractor be sent to view and discuss. Has Never Happened yet.

I started my flooring experience with Empire Today over a year ago. I've been lied to constantly, misdirected and ignored for the duration. I've been left adrift by two installation managers and forced to navigate the completion on my flooring by myself. The only time I've had clear communication was when I recieved an out of the blue call requesting payment that was already taken care of. Once that was issued was resolved the availability of my "team" quickly returned to spotty and/or nonexistent. I currently have half my house with only sub flooring exposed with no date of completion. I'm supposed to be ok with my house looking like a hoarder situation, with 3 school age kids forced to live in my living room with no access to their bedrooms and the majority of their clothes during the school year. The call center reps are not informed or very helpful unless you want a list of non working phone numbers. The customer ratings on their website are a joke or just plain lies. When calling the call center be prepared to wait anywhere from 45 minutes to an hour on hold. Then prepare to be stalled or just told "sorry" but whatever you do don't expect a resolution.

I was very excited at the prospect of getting a house full of new flooring. They were running their $50 a room special, and I went on line and booked an appointment. My appointment was confirmed via text, email and 3 separate phone calls. My husband took the day off of work and we anxiously awaited our salesman to arrive with hundreds of samples so that we could select our choices for 9 rooms of flooring. They give you a two hour window for arrival and as we neared the two hour mark, still no representative. 3:00 O'clock came and went, so I called the company to get an ETA. She looked me up and told me that my appointment had been canceled! I asked her how that was possible when I had confirmed it by phone the day before at 3:54! She was not sure, but offered to connect me with the sales manager that had canceled. When that department answered, he was "in a meeting ", but she took my number and would have him call as soon as he got out. No call. No explanation, no excuse for such poor service. With nearly 2000 sq ft of flooring to install not to mention the extra charge for moving furniture etc, they missed out. For me, I am just disappointed and have lost trust. I will be calling Lowe's tomorrow to schedule an appointment for my flooring. It is inexcusable for a company to not even bother to contact a customer if they are going to cancel a scheduled appointment. We did our part, they sure fell short on their end.

Empire Today installed my bedroom carpet. The sales associate was not helpful and didnt show me enough samples of Berber carpet. In my haste to get carpet done before the holiday, I selected one. Once installed, I complained to the installer that the carpet showed gaps in the floor between the carpet and the baseboards on the floor. Likewise, the threshold from the hall to the bedroom showed gaps and unevenness. He said it was because the floor was uneven. I called Empire to complain about the installation. I left messages that were not returned. Finally I spoke with someone (more than a week later) and was informed they would send the installer back to correct... NO THANKS! I had another company repair the gaps from floor to boards. The threshold gaps still exist and carpet continues to unravel. I have no choice, but to replace the carpet. NOT HAPPY AND WILL NEVER USE THIS COMPANY AGAIN.

SO... finally I was able to replace my old carpet on my stairs and hallway. Sales person who came out was great no issue. Came day of install and Empire Customer Services calls me 3 times to see if the installer has shown up or called. Which I replied each time no and they seemed confused to where he was. After them trying to get a hold of him all day, he finally calls. They show up finally and it was late in the day so they seemed rushed. Flew through the job and made a mess for me to clean up. After they were done they basically flew out the door before I had a chance to check everything out. Then I knew why. They had destroyed my brand new trim along my stairs and hallway. Big chunks gauged out and deep scratches everywhere, all the way up the stairs and hallway. They also did not lay any transition strips leading into the other rooms so I can literally peel the carpet up. The side of the stair shows the wood beneath and the carpet fibers because they did not wrap the stair. I paid all this money because I thought I was going to get a beautiful job and now I have to sand and paint trim with new carpet already laid. I am so disappointed I have to invest more money to fix their mistakes. I called and no one has returned my calls. Wish I would have never done this. Worst experience and so unprofessional.