EmpireToday

Empire Today installed Carpet and laminate in my home in September 2018 by August 2019 the carpet they installed was completely matted down and buckled across the entire surface. I began contacting Empire today at that time. I was told this was normal for a carpet of less than a year old and that I should have it professionally cleaned and they would do a courtesy restretch of the carpet. This was unacceptable and I expressed that to them. Cleaning and restretch would not help with the condition of the product they installed in my home or help with the faulty installation. In addition to that I have furniture in that room that would then need to be moved several times in order to do this. I told them I felt this was ridiculous especially in light of the fact that it would not help with what this carpet looks like. I've had 2 inspections from other carpet installers who have agreed this is a poor product and poor installation. To date the company is only willing to offer the courtesy restretch and will not help with replacing this product. In addition they charged me a $99 fee to have one of their "experts" look at the carpet. The person they sent could not understand what I was saying, walked into my home looked at the carpet for literally 10 seconds and laughed. This is such an atrocity and to be charged for something like this Empire Today should be ashamed of themselves. You can't appreciate how bad this is unfortunately from pictures

Do not waste your time or money with empire. We only chose empire because of quick installation timelines compared to other installation companies. The prices were outrageous compared to most competing companies. The people they have coming out for quotes are not even inspecting areas to ensure they are ok for installation the next day. When the installer came to install there was never a mention of not being able to install the carpet properly. The carpet was installed so unevenly, and we had expressed we wanted a transition-less entry. We were told they would only come out to fix it if the flooring had transition pieces installed and were also told the installers probably should not have installed the carpet that day. Empire will not work with us to fix the issue they are only pointing fingers to the company that had installed my flooring. My daughter has cut her knee numerous times crawling over the gap they left between the flooring and carpet. I am appalled at how terrible their customer service is. This company does not care about the customer, only the money. We are asking for one simple room to be fixed, not an entire home and they still will not work with us and are requesting MORE MONEY to fix. This company is a joke.

Empire Today installed Galewood series vinyl Plank flooring in our house (1,200 s ft - cost 8.1k) with a "lifetime" wear and structural warranty in September of 2021. The prior laminate floor was fine - 4 worn boards that could have been replaced - but was an ugly yellow. Empire removed old laminate and installed vinyl flooring. We bought a new vacuum, use only Swiffer, and got new feet and rollers for all our furniture - based on what we were told the warranty required.
A few months later I called because the floor edges were starting to pull up in a few spots. The person who led the install team came out and said there were NO on-site issues that would cause the problem and that they would have someone call to schedule a warranty repair. A rep called a while later and said it would cost $600 to repair because of 'site damage'. I said there was NO site damage - and I cited all the info above. I asked if they would escalate.
In May of 2022, they called to say a manager was going to come out and review the floors. I asked them to proceed but they never came out and I got preoccupied with my son's graduation, college prep, and my leukemia treatment and didn't call them back for another several months to check on things.
I have been arguing with them since. They WILL NOT send someone out to review the floors unless I pay upfront even though I have the active full warranty. The last thing I heard from them was that I could hire a house inspector to look at the floor and IF they said the floor issues were their fault then they would send someone out to review. It's been a total nightmare and now my floor is pulling up everywhere. Numerous people have said the floor was not properly handled by them prior to installation, causing the issue. We have throw rugs all over so that no one cuts their feet. It is causing us all significant stress and frustration to have spent all this money with a company that is supposedly reputable only to find out they are a FRAUD!

At first, sales associate was very nice and appeared knowledgeable. We decided to go with Empire- even tough they were not the cheapest but had high customer service rating and we liked our sales associate. We purchase laminate flooring in one room and industrial carpet in another. The laminate flooring was installed on time but we had to wait on the carpet. When installing the laminate they discovered they could not install the quarter round due to concrete walls- no solution offered and no refund. When carpet installers came the next day, they did not have enough carpet to do the job. The installers refused to come back only later to find out the reason- the carpet we were sold was of poor quality and would not work for the area we wanted. Second installer came out with enough carpet and informed us he would not guarantee the carpet install and wanted us to sign-off that he was not responsible. Sales rep changed the carpet order and a third installer came out- installed the carpet and within 2 hours the carpet began coming up- glue did not hold. Now my sales rep will not answer the phone (sick)- installers did not speak english and will not answer the phone and the main installer number - I have left several messages with no reply. I have left several messages with Customer Service- still no reply. I would not recommend EMPIRE to anyone- what a horrible customer service experience

Initially, I was somewhat pleased with my experience. I'd replaced the carpet in my entire house and had wood floor laminates installed. No issue with initial scheduling. Paid for my pending service upfront, as well as, took a day off work for them to complete a two-day project. When my laminate floors were installed, they did not bring enough materials to complete the job. The installer was very apologetic and guaranteed I would be first to complete the job the next Saturday. As a result, I'd scheduled some appointments for the afternoon to allow them time to complete the job that morning. I'd received a call around 8:00 AM that they were on the way and would arrive within two hours between 8:30 AM and 10:30 AM. Well after me making four calls, finally on the fourth call now 1:50PM, I'd learned that the installers who were to complete a paid job decided not to come to me first to complete an installation that should have been completed last week. They did not call to notify me of a change in my appointment nor apparently, did they care that I had other commitments for the afternoon. Also, tried to email my salesman Howard Naylor but to no avail. This is totally unacceptable! Very, very poor customer service! I guess they have my money so customer service goes out the window. A very unhappy customer!

We purchased laminate flooring for our kitchen and scheduled installation. The day of installation we disconnected our propane stove and water to frig in preparation. We got a call a 9 am the day of installation saying they have no materials and need to reschedule. We rescheduled and three guys came and began installation only to run out of materials (boards and trim) leaving the floor unfinished. They said they'd be back in 1-2 days to complete and left. Since we never heard from them and have called Empire numerous times only to be told how sorry they were and would get to it. 7/2 I finally talked to a person who said she would schedule the completion. Put on hold for quite a while and finally scheduled the completion for Monday July 5 (yes a holiday which she said they don't have). We spent all day July 5th stuck at home waiting for Empire to arrive. They never called, came or emailed. I've never had such a difficult time. I also saw that the flooring behind the stove and under the counter was damaged with gouges in the wood, a saw cut across a board and a large penciled X across some boards. They clearly tried to finish the job using boards they had damaged. This is a company to stay away from or if you're set on using them don't pay them until it's completed. Clearly this company is on the verge of folding and people are going to get stuck with no product and no money.

Steer clear. Deceptive business practices, shoddy work and you cannot ever get a refund. The sales guys a dirt bags. The three day window for refund is a LIE.

I purchased Vinyl plank flooring 2 years ago. Recently I had noticed that the floors planks started to separate and lift up. I contacted Empire in May and it took several weeks for a response. I had to call several times. The install manager came out to see the floors and said it was moisture, a site problem. The damaged floors are in my dining room where there is no moisture. He then said he would have to go to the office and get back to me. I didn't hear back from him but heard back from the sales person. She came over and told me they were replacing the floors with laminate. When I asked what they were replacing she said the entire floor including living/family and kitchen. We set a date and I cleared my house. The day came and nobody showed up. I called several times and was lied to saying the installer was on their way. Come to find out the order wasn't even placed. They said it was a miscommunication and it wasn't going to be free. The install manager made a verbal agreement to do the floors for $1200 because "they can't give floors away" we agreed. Two weeks later the installers come 4 hours later than their window and only have enough product for kitchen and dining room. I called and asked to speak to upper management and 4 days later I'm still waiting to hear from them. I will never use this company again!

Empire Today came out on 8-10-23 to give us an estimate on new carpet. After salesman called his boss we all agreed at a price of $3000 total with an 8 lb pad. The salesman said he needed a deposit of $1048.80 which we provided via a check. It was agreed install would be on 8-16-23. Salesman never advised us we would lose our total deposit if cancel contract. When contract came via email, it was 12 pages and the total price listed was $4195.18 and after subtracting our provided deposit we would owe on day of install $3146.38. I called the salesman and pointed out the pad listed is wrong and the balance should be a total of $3000 not $3146.38. The salesman said a change order would be sent which we received but the same wrong pad and amount was still listed. I did not sign this change order nor did I send it back. On 8-16-23 the installer arrived with the wrong carpet and pad. We refused both, installer notified his boss and he left. We called salesman who never called us back. We spoke to a manager who advised their carpet samples don't always match what is delivered. He recalled that we wanted the 8 lb pad. 8-17-23 spoke with Empire corporate "Crystal" who we advised we were canceling our contract due to questionable practices of Empire and we wanted deposit back. Was told per page 10 of contract we will not get deposit back. She asked what she could do to make this right? We wanted our deposit. Was told if she was paying $3000 she would have read the contract and we should read contracts in the future. At first we said since you are keeping our deposit we have no choice but to go with empire and she'd send out a salesman. Then I called her back advising we refuse to be held hostage to Empire and we would see what we can do to file the appropriate complaints against Empire Today.

Empire did most of my floors. Had no problems with them. The cost of doing two sets of small stairs was too expensive and I decided against it at the time. Called them when a big sale was advertised and spoke to the salesman. I explained to him that I still need the stairs done and was told that the sale is extended to all flooring. I told him I didn't want to waist my time so asked him two more times if sale included the stairs too. He assured me that it was. When the representative showed up, first words out of his mouth was stairs was not included in the sale. He gave me a quote for two short flights of stairs which amounted to what I paid for doing all the floors in the house. I could not afford the Empire price so I asked if I could buy the hardware and do it myself. Spoke to numerous people at Empire and the answer was strong no. Now I have hardwood floors all over the house and carpeted stairs. Tried to find similar wood flooring in other stores but couldn't find a match. So basically Empire is holding me for ransom.

I just had LVP vinyl planking installed last month. It has now scratched everywhere. They've sent 1 contrator to my home to inspect. She said they were defective. Then they lieyed and she didn't say that. Then they sent out there install manger, and he said they shouldn't be doing that. So I called today and manager said he didn't say that. There resolution is for me to pay for new flooring and pay them to reinstall it. This company will play games and over promise and under deliver. Now i have dispute $10,800 in charges with my credit card company. They also flip flop from corporate to local level for responsibility. PLEASE SAVE YOURSELF A HEAD ACHE! DONT DO BUSINESS WITH THEM!

I had Empire come out and give me a quote. We finally agreed with a price so I called my sales rep and told her that we wanted to set up an appointment to sign the contract. Well she canceled and told us that she would let us know when we can reschedule. One week later we did not hear from her. We text and and ask if we can go ahead and schedule a day to sign the contract. Again no call or text. I finally called her and told her that we would like to get a call back. Well she text and said that she would not be able to set anything up for another 2 weeks and we are welcomed to go somewhere else. I called empire direct and complained and after being on hold for 56 minutes they told me that they will assign someone else and they will call me and that it would take 24 hours to hear from someone. 24 hours later no one has called. I am very frustrated I have never had such rude and unprofessional people. So I decided to look them up on this site and OMG. I actually am very lucky that they never called me back. I now am going somewhere else to have my floors done. I thank you all for posting your experiences! So sorry that you all had bad luck with Empire.

Very professional and pleasant. Did a great job and was so helpful. He had exactly what I was looking for at a very reasonable price. Also a Vietnam Vet!

I am a customer of Empire 4 years ago they put carpet in my new home It was good for a while Until I started seeing the Patting wear down I bought the best patting I call Then the come out here to look at this carpet and they sent a sent a person to look at it and not even walk around all you wanted to do was put a signature on this paper so you can get paid though he didn't get paid I tried talking to Empire but they would not even talk to me wear and tear they told me I'm the only one that lives in this house Please be aware they're not the company that I thought they would be honest honest trustworthy Now I gotta redo my whole house with new carpet They got my money now I gotta spend more money to Recarpet My house

Let me see, where should I begin.
On the day of the carpet installation, the installers were not even in my house for 5 minutes before they had broken the chandelier in my foyer. That was on February 18 and I am still waiting for the money to be credited back to my card on which I made the purchase. On that same day of installation, the installers damaged the tracking to my hallway linen closet door so badly that the door did not function. I am going to list the rest of the incidents to save my time and yours.
-Extremely poor customer service (little to no response, waiting on the phone for 15-20 minutes every time I call)
-Horrible communication within and outside of the organization
-No follow through
-Installer showed up for my tile installation without the proper materials even after I had spoken with a customer service manager/administrator in the organization
-Inconvenienced me and my tenants for almost 2 weeks with their poor communication
-While I am writing this review I have been accidentally hung up on twice by their incompetent customer service representatives who don't know how to operate the phones.
-I honestly feel like this company has me on a reality show to test my patience.
-When I finish this review, I think I am going to contact my lawyer because this is beyond RIDICULOUS!

I got company from Home Advisor was septic because large companies some times give bad service. So I picked a product. Several weeks before installation called confirm. Day before called confirm. Day of installation called 730 am, 1030am both time no greater window than 8 to 6pm. 1130am called ( Candice) was told I was cancelled, now orginally set up appointment in July! So employee said I did not confirm, I answered excuse me called 3 times, then oh the employee forgot to click some box. Well not my fault. Asked for Supervisor, he could not get Baltimore warehouse on phone. Well employee called out so I was cancelled for 100 sq ft bedroom. Mind you I work full time came home Friday pre my room and things are disorganized but this company really does not care. I am only a number. Well left my number, called Home Advisor let them know. Called another carpet company should have went with. Monday if they do not call I have dome enough calling, will go to other carpet company place my order. Mind you I have live with my House disorganize because Empire does not think I am important!. This company needs serious make over. At mid day on work day they cannot reach anyone at warehouse. I am now wondering about product as well.
I would just say enter at your won risk!. I let you know how turns out.

PS My sales man oh no where to be found, guess I was a number and not important as well as well.

Finally I told the Supervisor I work with people over 35 years, Nurse if I had been called 3 times and did this I would be written up or FIRED!

This company is the reason why there's the saying "shop local." BEWARE OF THEIR SCAMS!
Idk where to start but basically- there's absolutely no communication between the salesman and the installers. The installers came out 5 days ago to remove all of our carpet. The bottom level was trickier (which I'll get into later.) But it's 5 days later- and they were supposed to come out today to complete. LOL
At the last minute- we aren't on their schedule so we got dropped.
They left nails sticking out on the baseboards in one room (as someone else said) and DO NOT even consider financing with them if you already have a Wells Fargo acct. They've already added themselves to my checking and savings acct. They were even able to go into my settings and change my info around to my husbands email and phone number (not a huge deal but I really don't want my messages going to his email).
The bottom level had carpet over laminate already. We wanted the carpet pulled out and new laminate put over it, then smoothed in together. They wanted to leave the old border (around carpet) and not run it together. Salesman didn't tell them what we wanted.
Now we're stuck with a large outline around our floor that looks terrible. Customer service number is non-existent as far as helping anyone.
Fingers crossed that this lasts over 30 days. Acc'd to the contract- we won't have to pay the almost $9,000 if it's not complete by then

We had family room carpeted about 4 years ago. The seams started coming apart about 1 1/2 year later. Of course it wasn't covered, outside the 1 year warranty. I tried to get them to come out and give me estimate for how much it would take to fix. Called several times, left voice messages, no one ever returned my calls. Now the carpet has stains that wont come up and it is starting to unravel. Of course this isn't covered either. They blamed it on "wicking" and we must have snagged something. Well the unraveling is in multiple spots. Don't think we took a rake over it. They haven't even came out to look at it they said all of this on the phone. They said they would have sales manager call me and come out to give me an estimate to replace at a discounted rate since I was not satisfied with the carpet. Needless to say no one has called me to arrange that appointment. And now the claim person won't even return my calls. Called their main customer service number again and expressed my frustration - let's see if that does any good. Highly doubt it.

Summary - sell pitch is good, installation doesn't last long and the warranty is worthless. Don't expect their customer service to return your calls.