Carpet and Flooring Reviews - Empire Today

I do not recommend having your floors done by them. We installed our LVP and carpet from Empire Today.

They sold us saying that the carpet and LVP are covered under warranty and would take care of any accident. We recently informed them that we have some scratches on our LVP and our floor is damaged by water. They declined our request. We raised it again and they declined it once again.

Not a single person came to see what is the damage and without seeing it they declined. Did multiple follow-ups but no response. I was on hold for more than an hour, and they are not picking up my phone.

Worst after-sale support and not worth going with them. You can get the same services in less amount from your local market

For the second time using Empire Today, the salesperson mismeasured. There was not enough products to do the job in the time frame promised in my contract with them!

I then had to take a day off work, unplanned, causing my own business to suffer and their only compensation was an offer of $50! Can not reach anyone to rectify this! No one calls or emails back! The only supervisor i was able to speak with, Liam, was rude and condescending!

Terrible business practices Empire Today! I guess fool me once shame on you fool me twice shame on me!

User's recommendation: Do not deal with this company.

Ive had it with the run around. Ive been trying to get satisfaction from day 1 of my installation & was passed from one person to another.

Person A (who came to my house & was subsequently fired) passed me to person B who said I had to talk to person A. I called & called to get a resolution but have NOT gotten any @ this time. The rep from the NY group (Kim) barely responded to my messages. Now I was passed to someone from the CT group & she has to check with the NY group.

Now you want to charge me for what you should have done in the first place. Unacceptable!

User's recommendation: do not use them !

I have been waiting over 6 damn months for a simple tile repair. The managers do not do their job to call the customer back; the installer wants to do it his way rather than the customer.

I will never spend my money with this company again. I still have not received a phone call or repair.

User's recommendation: NOT AT ALL.

I saw advertisements on the TV about how well this company installs with no problems at all clearly however this was not the case for me I made my selections my home but they dont give you any kind of picture of what you bought and it was a long time between the purchase and the installation so I thought this was odd. However this was during the pandemic so you have to make allowances but it was like pulling teeth to get them to come out and do the work that they have been hired to do and paid in full for their services.

The installers arrived at my home with no masks and proceeded upstairs to lay the floor in a small bathroom. They came ill prepared to do the work I still only have 2/3 of a floor in my small bathroom because they didnt have enough tile to lay down when they came however this room had been measured how is it possible that if it was measured they didnt bring enough product to finish the floor. So they called me upstairs to see the tile that they had laid on the floor and I discovered that there was not enough tile to complete the job this didnt seem to faze them at all they said that the warehouse had possibly made a mistake however they had measured this room when they first come here if you measure a room should they not have come with the right amount of tile to lay on the floor. So I went back upstairs to check on the job and they ripped up the floor that they had laid down and put some thing on the floor that is absolutely ugly and even there wasnt enough tile to complete this job and presently my toilet resides in my bathtub.

So I went to the master bathroom to see how that was going and I had instructed the installer to please let me see the floor before he started laying the tiles that didnt happen when I got there he had laid the perimeter to cover any water damage that is there and when I arrived and saw what he was doing I told him that I didnt like the way he was laying it down. He felt insulted at my request I thought this was my house my floor and my money apparently this didnt make any difference to Empire Today in the office their interest lies in money not in service so after the frustration of this hours of failure on their part I asked them to the My Home the man that was installing the master bath when they went in there and picked up all the tiles ran out made a call in Spanish to his boss so I could understand a word he was saying . I repeatedly called the district manager about this problem and to my surprise I got a call from the person who runs the distribution center in Norfolk who was so rude I wont even begin to tell you what he said. I continued calling Empire Today to get this problem resolved and I was just put off lip service.

I continually called Empire today to reschedule the service and to my surprise one morning at 8:00 AM they were pounding on my front door no notice theyre coming really. After all this happened I called Empire Today and they said they were too many issues that they would not fix the problems that they created that they were going to take my money and just leave me with no toilet no floors in my master bathroom and in the small bathroom. I tried to call the corporate offices of Empire today but you cant reach them because unless you have a mailbox number you cannot talk to anybody thats in authority.

They provided poor service they were not honest and they just took my money and ran. If you want the job done right do not use Empire today they take your money and run.

User's recommendation: Don’t use Empire Today.

In the beginning back in the 1980 they were great thats why Ive been a customer since

However the past 10 years the customer satisfaction was been on a decline

They are conviniente for the payment process but the quality is not what once was and they dont stand behind their promises

I have caps on my floors the outdoor rug got mildewed

User's recommendation: If you can afford others don’t deal with Empire.

Bought an extended warranty with Empire which covered several items including $100 carpet cleaning rebate after one year. Submitted the receipt one day after carpet cleaning occurred.

Since then, have made at least 15 calls with 15 different stories, including several promises of a call from corporate, which, of course, never received!! An obvious scam!!

User's recommendation: Do niot do business with Empire!! Has a 1.76/5 rating on BBB.

Salesman Justin was a conman, said one thing, and met another, so when installer show up, another thing was said by him, totally communication problems, contact paperwork didn't get till installer show up, and customer had to print it, price and payment problem due to salesman, not being truthful Then on tile removal, installer damaged cabinets, and couldn't or wouldn't finish job, due to no experience, on how to level a low spot in floor, explain to 4 differences people in company ,no one know how to communicate, and every time you call, it says your on a recorded call for training purposes, I wouldn't recommend empire today to anyone !!!!!

User's recommendation: DONT USE THEM !!! PERIOD.

Hired install for a short 9-10 ft hall (vinyl plan).....they couldnt finish on day 1-took over a week to come back & still not done......left steel plate exposed (said couldnt trim in & horrid gaps @ seams)they blamed every dept & offered NO solution...will never use again & will never recommend (as I have told my entire development)

User's recommendation: DON’T HIRE EMPIRE.

They either don't call back or they send contractors out to fix issues, and they don't have the supplies to fix the issues. Once the contractors leave, you have to start over with no call backs again. I have been trying to get the San Francisco office to fix the bad installation since June 2021.

User's recommendation: Don't bother.

Yes we had are kitchen and bathroom floors done and when they did the bathroom ! They removed the toilet and put it in the bathtub or took it out they chipped the tub some how the size of a nickel maybe a little bigger they had are shower curtin covering it !

now we've been waiting for a response from the company it's been 2 weeks now .. and still waiting !

User's recommendation: be sure and LOOK at ever thing.

My HORRIBLE experience with Empire Today:

Empires installers arrived and took up the old carpet and old pad and then laid the new pat directly on the sub-floor over the existing old pad staples, old pad pieces stuck to the staples, existing dirt, junk, etc. Did not even attempt to clean the floor.

There was no broom or vacuum in sight.

So I got my vacuum out and at least tried to clean up all the junk around the existing tack strip and under the baseboard at the the edge of the padding so that they were at least not attaching the new carpet over junk at the tack strip areas. I complained about this to my sales person and the following day they actually vacuumed and clean the one remaining room.

An 8 long sub-floor joint in one doorway was not even. I asked Empires installers if they were going to use some floor patch to even the joint out so that I wouldnt feel it under the carpet.They said no they would not. So I went and got some of my drywall patch and troweled it on the floor.

About a 5 minute process that they refused to do. No telling where else the floor needed some minor patch that may have been covered up with the new pad before I could see it.

They also ran out of the padding I had bought and on parts of my floor they used some other padding they had with them. They also did not have enough carpet and had to return the next day with the appropriate amount.

There seems to be more carpet seams than there should have been. At one spot they put in two seams only 4 apart (at the doorway).

And seams down the hallway seem to be only 3 to 4 apart. Some of the seams are visible.

Within minutes of the installers leaving I noticed that they did not leave me any pieces from the carpet waste, which I wanted for future minor repairs and for warranty purposes (note that EMPIRES WARRANTY requires that I have some uninstalled carpet for future repairs and claims). I called the home office immediately to have them call the installers and have them come back (they were only minutes away) - no help. I then asked Empire if they could at least give the installers my phone number so the installers could call me and I would drive to them - no help.

I then called my sales person - no help.

Later that same day I offered to pay the shipping cost to have Empire ship a piece of my waste carpet to me - no help. I then asked if I could just BUY a 4x6 piece of carpet and have them ship it to me. They told me that they do not sell carpet without installation, so I told them to add installation to the cost. Empire then told me that they have a minimum $500 order.

So I would have to pay them $500 to get a small piece of my waste carpet in order to meet their warranty and for minor repairs. Carpet waste that was originally here.

I then noticed that my rooms were not heating up right. Guess what - the installers installed the carpet right over the floor heating register openings. So I had to remove the register covers and cut the carpet back.

I then emailed Empires home office about some of my concerns.

They responded to my email in that they would get back to me in 1 to 3 days - Its been 4 weeks - no one has gotten back to me. I emailed them again over a week ago (with a copy of this review) - again no response.

So I listed this review.

Note: From Empire Ones Warranty:

Please keep a copy of this warranty along with the following important documents and resources: - Copy of the sample label or sample information - A 2 x 2 uninstalled sample of your carpet - Padding information - Installers name and certification information

This documentation will provide critical information needed in the unlikely event of a claim. The uninstalled sample is recommended in case a repair or testing during a claim becomes necessary.

I have none of this from Empire and they refuse to work with me on getting a small piece of my carpet unless I pay them $500 (for a piece of my carpet waste.

User's recommendation: Don't use.

I do not have time to write out another lengthy complaint. The flooring was installed in 2/21 and by 6/21 it was coming apart, bowing, and ripping apart.

For the past 6 months, since our first phone call to Lori Simich on 6/22 we have submitted photos, had repairmen out who stated all the flooring was bad, been contacted by Wayne Gray who verified with the repairmen the flooring was bad, sent out an inspector Randy, who visited for 8 minutes on 11/16, and now we have been ghosted. I call in all the time, but the last contact we had was from Randy on 11/16/21. The CSR's and myself leave voicemails and emails for Wayne and Lori, but we get no response. Our floor sits damaged and some of it sits not reinstalled by the repairmen because they said do not worry about it cuz they are replacing it.

$7000 for flooring that looks horrible. Thanks Empire!!!!

User's recommendation: Avoid a once proud name in flooring!!!

I had my flooring installed on 6 Oct and the installers did an outstanding job. I would recommend that 3-man crew for any job.

They were also very professional and courteous when moving our furniture. Thanks guys.

Now for the other personnel I dealt with. I must say that dealing with the Hampton Roads branch of Empire was a very unpleasant experience. The flooring I have is 5/8 in thickness, I didn't find out until the installers came (Sep 25th) that they brought ¼ thick flooring.

After some phone calls, I was told Empire only uses ¼. Had I known this from the beginning, I would have contracted another company that could provide what I had in place.

The other issues I had was lack of communication. The first install team (they thought they were laying new flooring on top of the old flooring) because no one told them I had a pull-up and haul away in my contract. So after an hour, they left with no work being done.

I also took issue with individuals saying they will call you at certain times and never did. Even when you call them and leave messages, calls still weren't returned. I know people are busy, but honor what you say.

And lastly, the person that sold me the flooring, said if you have any issues, give me a call. The Saturday (Sep 25th) of my installation I called, no answer, through the week I had other Empire employees call and leave voice messages to contact me.

Still haven't heard from that person to this date. I'm not going to put names out, but they know who they are. After my experience with this Empire branch, I couldn't or wouldn't recommend them to anyone.

I'll choose a different company when it's time to replace my upstairs carpets. I want to say something else, but I'll keep it professional.

User's recommendation: Choose some else unless the install team comes for your measurements.