EmpireToday

Getting the appointment is easy. Pricing is competitive - products may vary but generally you can find what you are looking for and compare with other vendors and retailers. Sales person was awesome. Installation, customer service, dealing with issues afterwards is awful. Laminate installer cut my trim too short and the trim is nicked and scarred - I had just had the whole house painted. Inspector and realtor said I would have to fix before the house could be sold. The quarter-round was done very amateurishly - I could have done better and installer left rough edges. There are definite gaps especially near all door frames. The laminate, vinyl and carpet installers all placed my used carpet on the curb of my house. The laminate installer also left unused quarter-round, cut laminate and debris on my curb. It has been there for over 2 weeks because the city will not pick up carpet and construction debris. I was told I would have to pay to remove this although all documentation from Empire Today says that installers are supposed to take it with them.

Filing an issue with Empire Today is easy and the general customer service agents are nice as EmpireToday are just taking notes and following process to get the issue rolling and resolved.

Local Empire Today office in Memphis is not as nice and unhelpful. The person who called me back was upset with me for being upset about my trim and quarter-round issue. And after 2 weeks dealing with the City of Memphis Waste Disposal, Empire Today customer service says that MAYBE when a technician comes in 5 days (after 2 weeks already and exhausting the patience of me and my neighbors with trash and used carpet on the curb) that they will pick it up. I will get a call in 24 hours to know for sure. I may get a notice from the city before then. I have priced trash removal as well.

You may have a great experience with the appointment, selection, pricing, scheduling and your rep. However, installation, follow-up, resolving issues in a timely manner are not good. I paid a lot of $$$ to have almost the trim in the living, dining and hallways destroyed. To date, it is not fixed and trash is still on the curb waiting for me to pay for removal.

On one positive note - the flooring does look nice.

Had used Empire in the past for our own home without an issue so when we wanted to put in hardwood floors for one of our rooms in our B&B we called for an estimate. We chose hardwood flooring and set an installation date for 1 month from date of contract. On the morning of installation EmpireToday called and said they couldn't install the flooring we wanted on concrete. Not sure why since we had other wood flooring installed on concrete. It took them a month to discover this, but we agreed to go with manufactured hardwood which we expected based on the estimates that we got to be a significant savings. We never signed a new contract and when I requested an invoice after installation we received a phone quote for a new amount due which was only $635 cheaper. We then received a text message with a photo of the change order and that amount was $1286 cheaper which was more to what we expected. We were then sent an invoice with no change order information, just a single line which indicated we owed the amount given us over the phone. We tried for a month to get a corrected change order or some indication as to the difference in price and were threatened with collections. As a small business owner we can't afford that so we paid the amount they said was due even though it was in conflict with the paperwork we had. As a side note, we contracted for Net 30 days to pay from installation and on the day of installation after the installation was complete we were told that we hadn't been approved and had to pay up front which we refused since they had a month to alert us that we hadn't been approved. Additionally, we will be contacting them for repairs since the floor now creaks after just one month in place. Overall we will NEVER use them again and buyer beware.

I had Mohawk flooring put down in April of 2019 and the salesman told us that the floor we picked out was the best and it's durable. The first problem came when the first installers came out to do the job and EmpireToday used a rubber hammer and beat the crap out of my floor installing it and broke almost all of the edges and left big gap's in the seems. And in one night they separated on most all the rooms. And they left big gaps on the walls and the quarter round trim barley covered it up. So I had to called the higher up people to get anything done because nobody wanted to call me back at the store where I lived in Orlando, Florida. Then after telling them about how they installed the floors they came back out the third time and ripped up my whole floor again and sent two other guys out to do the job. They told me how the first installers did the job wrong. The first installers put the underlayment upside down and broke almost every piece of flooring. By now I'm really pissed off at Empire, So the floor got fixed wright this time, so about 3 - months into this new floor my dog got sick and threw up in my dinning room on 3 pieces of the plank and ruined the 3 pieces. So I called Empire up and told them what happen and they told me that they will not warranty the floor because of the dogs vomit isn't under warranty. So I called up Mohawk that makes the floor and talked to the Lady that is ahead of the warranty department and told her what was going on with the floor after getting mad with her because she wouldn't listen to a word I was saying to. So after 10 mins of talking she told me to call Empire back up and tell them that you talked to Mohawk yourself and tell them to start a claim on the floor, so I did and the guy at the claims department of Empire took my information and tells me that in 2-3 days somebody will call you and come out to look at it and take pictures of it. So one day went by and this Lady from marketing calls and tells me that there's no claims department at Empire so that pisses me off again with them. Then I called the claims department up again and told them that a lady from the marking department and told me that there wasn't any claims so they emailed her and I guess told that she was wrong and to take care of it and to call Mohawk up and talk to the Lady that the customer was talking to. But dam Lady from Marking called me again and tells me that they are not warrantying the floor because of the dogs mishap. So I asked her did she talked to Mohawk and she didn't because Empire is to dam lazy to do there dam job and not take care of there customer. I spent $6,000 dollars on this piece of $#*! floor and all they want to do is take my dam money and say go fly a kite. I trusted Empire because there well known all over United States Boy was I wrong and trusted the Salesman from the beginning of what he was selling of the product. So after I have wrote this book do not buy anything from Empire because all they want to do is take your money and sell you crappy flooring and don't care about the customer and hirer installers that don't know what the hell there doing. I'm getting ready to call up BBB on them.

At first, sales associate was very nice and appeared knowledgeable. We decided to go with Empire- even tough EmpireToday 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

Ok, having seen so si many 5star reviews, I just had to speak my piece.
Installation was impeccable. Carpet was good quality. BUT,, that top quality padding I wad expecting was, well, not sho much. Supposed to have to qualify more barrier. It had a VERY thin coating on it that couldn't stop spit from going through. Was not as thick af I was told. EmpireToday stand begging their products very well with great warranties. They replaced the carpet I had from then after a few months because it the constantly threading up. Had to cut strands after each vacuuming. Kudos to that. I gray's my main complaint was the padding. I just had another carpet company come and replace my carpeting, not due ri their carpet failing, wet just wanted color change. When they canbe back ri estimate the job, the price was so high I nearly had a stroke. SERIOUSLY A STROKE. Had a local company come in and did the job very very well at a price that left us money for McDonalds that night. THEIR padding was double side cover in a thicker moisture rattan material and was much thicker. I know to expect sand to filter through padding, which their was a substantial amount do to living in the country, buy their were tons of spots from moisture on the subfloor. I compared the padding with the padding Emoire installed and found myself shaking my head. So. Make sure the price you will pay won't make you feel faint and then make sure their padding is what they sat it is. Like I said, padding is my issue, but upon getting wiser with investigation, PRICE had reared its ugly head and I fixed that.

Had spent a great deal of money to carpet living room, hallway, 3 bedrooms, tile put in 2 full baths, and a laminate floor in the kitchen. 2 years later we noticed a couple of areas on the laminate floor that looked to be separating. A call to Empire to find out what could be done, if anything. Wasn't sure what the warranty was. The lady took our information and said we would get a call back, 1st disappointment, 2 weeks and additional phone calls with being told each time there would be a return call. 2nd disappointment a "person" came out discussed the floor as to how it was cleaned, explained to him that the installers told us NOT to use chemicals or lots of water. Showed the "person" the Spin Mop that was used to mop the flooring. The"person" said oh you should use a Swiffer Mop! To us that would have been way more liquid on the floor as well as chemicals! The "person" said he would take the information back to the office and EmpireToday would call us, but he felt there wouldn't be anything done as it was out of warranty. Sure enough we got a return call the next day saying it was on the report that "an excessive amount of water was used on the flooring. This "person" lied straight up! We cannot ever do business with a company that has their workers lie! I'm old enough to follow directions as well how to mop a floor and respect money spent to have a nice home! Never will they be considered again or referred to anyone!

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 EmpireToday 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 don't really want to give even one star. Couldn't leave a review if I didnt! The initial purchase was for a vinyl floor. Installer said it couldnt be done with my adjacent tile floor. Salesman calls and says he is upgrading my order to hardwood flooring. The installation went well with the installer forming the floor to the curved tile. Shortly after installation the wood started to discolor. Thinking I had accidently gotten water on the wood, I paid to have damaged boards replaced. Shortly after being replaced EmpireToday started to show water damage again. Now it is spreading throughout the room. Had tech inspect and he said floor should not have been installed as a glue down on concrete slab. No further response... escalated claim to corporate headquarters. They insist there is a problem within my home, not their installation... floor is completely ruined. District manager is insisting I have a calcium chloride vapor emission test done... why didn't they do this before installing floor. Why should I be responsible for improper flooring being installed by so called "professionals" in my home. I am recently widowed and certainly cannot afford the amount of money I have lost plus new flooring installation.
I WOULD NEVER RECOMMEND EMPIRE FLOORING!

Over these past two weeks we have been on a rollercoaster ride we can't get off of with this company. First we called someone out to give is a quote and we felt rushed so we declined service, we discussed guy came back out but this time he told us we would have to pay 1800 dollars upfront, but when he initially came out he said 0.00 dollars. So of course we declined. Called upper management, Carlos was able to give us a good price(still with 500.00 down). Next, we were suppose to have install on Wednesday, but when we called to set up a time we were told Wednesday was unavailable; so we settle on Thursday. Wednesday comes we were told we wouldn't get service on Thursday as someone has a fever and may have Covid. We are thinking why were we moved back when we already didn't get the first day you offered us. Ok so Thursday comes, we were told we would be first and personnel will be here at 7:30 a.m. that time comes no one is here, we call we were told EmpireToday would be here around 9-11. Ok installers came did a great job but one installer had his son or whomever come with his pants hanging off of his butt and we knew he didn't work for the company. Then a few days later we get the bill which was suppose to be 2400. 00(as we were credited 100.00 for our troubles) and the bill says 2500. 00. We were told 12 months financing no interest we get an email from the company that says 6 months no interest. Liars! Now we are waiting on management to see if they resolve this, but I'm sure they won't they have sold it now. I'm sick of this company they have been nothing but headaches from the start. Empire doesn't even do the work they subcontract it out!

We scheduled our newly purchased home to be refitted with new carpet in the living room, bedroom, & main stairs. While this first process went smoothly and we were satisfied with that job, we called back 2 weeks later for another quote & installation and that's where the repeat-guest explosion happened.

The same sales rep came back to the home on 8/19/19 (he's great!) to measure a small 6ftx3ft hallway landing (at the top of the stairs) and scheduled the install for the next day (8/20/19) which was convenient!

I received the robo-call that 8/20 morning at 7:49am noting that the install was scheduled for the afternoon so I went to work expecting the 1 hour ahead of time courtesy call after 12pm as had been done 2 weeks prior. Instead, no call was extended and I received a call from the installer instead at 11:59am that he was at the house and nobody was home.

(The Contract with Empire makes a note that while EmpireToday can't confirm an actual install time you can request it (but it's just a request) HOWEVER they also request that the client make themselves available all day... talk about a double standard!)

I was unable to get back immediately so the installer left the home and the company sees it as a penalization to me, the repeat client because I was not available all day...
I called the customer service line to request policy on the courtesy call as had been done previously and was told that the courtesy call had to be 'requested' (I hadn't needed to request it before). They mentioned they were reaching out to the installer and he chose not to return to complete the job as scheduled and I escalated from the call center to the Local Distribution/Install office at 1:13PM.

This call went no better - again offering no reconciliation for a missed afternoon of work for me, and the CHOICE of the installer to not complete the already paid in full job scheduled. I was told she rescheduled the install for the "requested" 8am/first thing slot, and she even made the note for the morning time frame.

I waited until 8AM on 8/21 and no robo-call was made, so I again contacted customer service and was transferred again to the local installers office who tells me that the previous person never actually rescheduled the service - so again, I am inconvenienced missing another day of work for an install that will not happen. I requested reconciliation for these company issues as they are no fault of my own and was offered a $50 reimbursement on a $500+ paid in full service order. I spoke with Crystal who attempted to take care of the issues and rescheduled for 8/22 and requested to be escalated to the Office Manager, Bianca, as $50 is not a reconciliation for now what would be 3 days of lost work/pay.

Bianca very corporately went through the contract wording etc and pointed out the company's policy/requests and how they are not confirmed - but could not combat the same request/policy for the client which was incredibly frustrating. They were unwilling to offer any more "customer service" to me as a repeat client... and I ended up requesting to speak with a Jessie who is the director above the Office Manager but was told she was in a meeting and would call me back... I won't be holding my breath for it.

As I am still within cancellation parameters based on the contract date - I have made the request to cancel and also requested an email from Bianca stating that my request has been made. She refuses to state in that email that "The request for cancellation has been received and the full amount of $5xx. Xx will be reimbursed in 10-14 business days" (thatt the contract's parameters - so not trying to add anything different) and sign it. They don't send out confirmations for cancellations which is why I requested it and to be signed in the first place for my records as I have no faith that what they say will be done in the office will actually get done.

I would not recommend the Charlotte/Mooresville service to anyone. (Installers are outside contractors and while Empire has multiple local offices, they can't control what the installers say/do. Another city may have a different experience.

I have plenty of leftover product from the first install and will spend my money elsewhere for completion of the job.

My mother had changed her mind and decided on a different colour well within the allotted time period.(Saturday May 19th 2018) The sales rep did as requested and faxed over the order change papers but someone in Dallas(where EmpireToday load the trucks) did not do their job correctly and didn't submit the paperwork, so they still had the unrevised order without the change. Naturally my mom tried calling to resolve it so she wouldn't have the wrong floor. While she was on the phone trying to fix THEIR mistake, the guy she spoke with became very disrespectful toward her; trying to argue about how product number and title weren't the same thing(which isn't correct anyway, so he's stupid). My mom had then just stated that "IF HE WANTED" (key word there, IF; AS IN ITS HIS CHOICE, NOT A DEMAND!) He could bring a sample of the carpets just to make sure. Now my mom does not work for empire carpeting, so OBVIOUSLY she's not going to know the job description of anyone that DOES work for them, let alone their overall company policies. So when she asked this simple question out of pure innocent inquiry, you can probably imagine how taken back she was when the guy on the other end began to cuss her out by responding immediately in a pissed off voice saying, "I DON'T DO THAT DAMN $#*!, I JUST LAY THE STUFF!". She called back later to complain after it happened and was told that they would get a different person to do they installation work; but at this point she's not sure if she can take them at their word or if she even wants them to show up to do the job anymore. They've already been paid though so she can't stop the payment. This is already shaping up to be one of those stories that you see on "in your corner", on news channel four! The sales representative also behaved very poorly. He kept trying to show my mom awful crappy drawings he did of cows and other stuff his dead mom did, which led my parents into thinking he's lonely. Lastly in addition to that, he also is incredibly long winded, would not quit complaining about having to drive to this place, etc. for his job, and acted way too informal and familiar with my parents. By the time the consultation was finished; he had managed to tell us his whole life story about how he went bankrupt one time... to conclude DO NOT USE EMPIRE CARPETING IF YOU LIVE ANYWHERE IN PAYNE COUNTY OKLAHOMA OR ITS SURROUNDING AREAS! They are the epitome of unprofessional and incompetence. They cannot file paperwork correctly, they act weird! And apparently cannot handle simple questions without cussing people out! With rude profanity.

We had Empire out to install flooring and carpet in my father in laws house. The first install for the LVT tile went fairly smooth but after that things went down hill fast. The carpet installers did a terrible job and ruined the carpet. EmpireToday missed a whole section because they did not measure correctly. They also managed to raise a piece of the lvt tile after installing the carpet which was laid just a week earlier. There was literally no carpet left afterwards and you could see two seems in a 4ft section that was right in main walk way. They also had multiple sections were you can actually see the sub-floor and not carpet. The installers left the place a disaster with staples and metal shaving all over. Quite frankly I wouldn't have minded cleaning up the mess if it was actually installed correctly but it only adds to the total dissatisfaction when it was installed wrong and they did not clean up. I have contacted sales rep and also customer support. Everyone said they would call back but know one has called. We also were asked to email photos of the job so they could come up with a plan although again no one has called. This is the first company that I have had to deal with that wants the customer to take pictures and document the issues. Normally a good company would come out and assess the issues to come up with a plan but Empire must think that there customers should do the documentation for them instead of them actually doing there job of a reputable company. My father in law is also elderly and has mobility issues because of a stroke so I am appalled that they would treat senior citizens this way. The installers either don't care about the job they do or they don't actually know how to install carpet. Either way it is unacceptable.

Empire Today.com

This company is very slick. EmpireToday have sales-people who tell customers what they want to here. My salesman's name was Bob... Everything was done on a laptop with no paperwork left with me. We scheduled LPV flooring and carpet installation. He told me that the installers would move and replace everything when they were done. This is not true.

Carpet installers showed up at 9 am Tuesday 12-11-2019 ad asked for full payment in advance of doing the work. I said, "This is not customary, and I have zero recourse if I pay in advance." They said"This is our company policy. They called the install manager and she reiterated this is our company policy. They had a deposit from me and had done some LPV flooring the week before paid after the work was completed.

The installers very quickly went to their van and I called two supervisors Yvette and Mario. Mario identified himself as the Supervisor of Installations. Je requoted company policy to me. I finally agreed since they had me over a barrel and all of my furniture was moved and I had taken the day off, to make full payment upfront.

Mario then notified me that they could not do the install until next week because they had a full day ahead of them... The total time elapsed 40 minutes. The drivers had been gone for twenty minutes.

Whatever you do people, stay away from this company. I am so sorry that I let them do LPV in my house. This kind of service before they even started tells me what things will be like after the sale should anything ever go wrong.

Find another company that understands how business is done and is willing to accept a deposit in advance and full payment when the work is completed.

I gave three different people at Empire a chance to make things right.

Shanik
Yvette
Mario

All failed the basic customer service test.

Paul Crandall
*******707

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 EmpireToday 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.

I purchased carpet from Empire in 2017 and 2015. I am experiencing issues with rippling in the carpet. I called Empire's customer service to inquire about the warranty on the carpet which is suppose to be 15 years (it's only been 2 and 4 years). The carpet we purchased in 2017 was the upgrade of what was purchased in 2015. We were advised that there were some issues, so EmpireToday upgraded the product with a more plush version, but was more expensive. We complied and purchased the upgrade and told them at that time we were noticing some rippling. The carpet purchased in 2017 continued to ripple. Instead of honoring the warranty, they insinuated that I damaged the carpet with "over watering" by cleaning it annually (which I'm supposed to do) or moving furniture excessively (which I never have moved furniture since the installation). The rep, Melody was rude and not customer friendly at all. All of these assumptions were made without even sending a technician out to inspect the carpet, they only asked for pictures via email, which of course don't do alot of justice. What was most frustrating was my encounter with Melody Maple. I tried to explain to her that I was previously advised by Empire that if the rippling didn't go away after cleaning, then to call back and that we have no pets, no children, we don't even walk on the carpet with shoes, and she was giving me the run around and not listening. Empire does alot to get your money, but does nothing to stand behind their products, their guarantees or their promises to customers. They won't EVER get another penny of my money! Nor will I EVER recommend their services to anyone. There are many more reputable companies with far superior service.

RUN, do not walk away from Empire Flooring. After close to 5 months of the WORST customer service I have ever endured, this job is over. The salesman seemed to be a great guy, until omission after omission came up... and he would not return my calls or texts. Calls to customer service were met with "someone will call you back within 72 hours". I am still waiting for call backs from June. And it is October. First, the LVT I had selected for the bathrooms was not the correct type for our particular floors. With the installers standing in our home, I had to make a immediate decision on replacement flooring, without a price or really, any choice. Calls to the salesman are still unanswered. My call to customer service was to be returned in 72 hours. Still waiting. Hardwood never would have been my choice for bathrooms, but that is what we got, courtesy of an uninformed salesman.
On the morning of the carpet install, I was told the installers would not remove or install the custom baseboard I had purchased, painted and ready for them... the salesman had told me them installing it would be no problem. Salesman did not include it in the order. Salesman would not return calls. I ended up having to hire someone last minute to remove and install baseboard, that day, at my expense. Empire refuses to reimburse that expense and said I should have called customer service. Why call? EmpireToday never call back.
Our home was damaged during the carpet installation and I was told to call customer service. Still waiting.

The ONLY good part of this nightmare was Bryan, the window treatment specialist and installer. He was prompt, answered and returned calls, answered questions and was the consummate professional.

I have a short list of Empire employee names I have been let down by, been spoken down to by and have behaved in every way other than professional. It saddens me there is no one to speak to about my nightmare of a renovation.

Reference Activity ID: *******894

Consultation done which went well. Never heard back from the agent after I was not approved through their bankers (Wells Fargo). Once approved through credit union I reached out to Eric the consultant to schedule installation date. Never got a return call had to make another call to discuss installation date and price. I was given a different amount that was different from the initial quote, which made me uncomfortable; Several calls before being able to confirm a date. I decide to cancel and got shifted to several different people
Before being transferred to Mike a manager who tried to convence me purchase and he was willing to drop $2000 but as I mention the inconsistence was not assuring. After a 5-7 minutes conversation with Mike and the persistent request to get a refund. I was told that I had 3 days/72 hours to cancel. Please dont make the same mistake I made, first dont give them a deposit ( you are paying for the free estimate) hint: it not free, 2nd dont sign any contract with them to lock in pricing if it the best price and EmpireToday want your business the quoted price should still be good. Not lowering the price if you desire not to go with their offer. They are building their EMPIRE on the demand of the customers to put down $150 to hold the quote. Please stop taking people hard earned money. If you business is legit there is no need not to refund customers there money back. I will never use Empire or refer anyone to them but I will make consumers aware of their horrible business model and tactic to rob people of money they did not earn. Empire has a Pit Bull aggression to get your business but the sale representative act like they have Dementia when asking you to sign their contract. DON'T DO IT; its your gain not your loss.

Empire Today installed Carpet and laminate in my home in September 2018 by August 2019 the carpet EmpireToday 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

Their product is excellent and the sales person showed many options. I was very disappointed with customer service. Ads represented install by thanksgiving or your floor was free. My product was supposedly not in stock so I did not qualify, however EmpireToday could install the day after thanksgiving (I am not sure who restocked them on thanksgiving). On the day of install I got no call as expected. I called and was told that the installer had not been assigned. Installer showed 30 min later at 8AM. I got a call telling me to expect my installer shortly at 3PM. Frustrating! The first thing out of the installers mouth was that the floor was going to need to be leveled and it could be a couple thousand dollars. Job got done and the flooring looks good except for minor items.

Called Chicago customer service. Voice mail only. No call back. Got a customer sat call and tried returning their call, voice mail with no call back. I had to call the national office and they took a case and gave me a reference. 5 days later I get a call from the Chicago Customer Service and they cant come see the issue until after Christmas (a week).

For the amount of money (I was willing to pay just to get it done and know it was done right) I did not expect the crappy follow through and borderline misrepresentation.

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.