Empire Today's reply to: Empire Today - Bad Experience

John, we understand your frustration and sincerely apologize for your experience. We'll be in touch with you shortly to start working on a resolution.
John A Zgo

Bad Experience

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.

Preferred solution: Let the company propose a solution

User's recommendation: Don't use

Empire Today's reply to: Empire Today - Horrible!!!!

Roger, we regret that your issues haven't been resolved. We're investigating this and we'll follow up with you tomorrow.
Roger S Ulq

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company.

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
| map-marker Heath, Ohio

Horrible!!!!

Empire Today - Horrible!!!!
Empire Today - Horrible!!!! - Image 2
Empire Today - Horrible!!!! - Image 3

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!!!!

Preferred solution: The flooring and trim replaced as promised. Also, some remodeling work might need to be redone and we would like compensation for that as well.

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

Empire Today's reply to: Empire Today - My experience with Empire

Rodney, we're sorry that you've had this experience. We're looking into this and we'll reach out to you soon to discuss things further.
Rodney J Aim
map-marker Hampton, Virginia

My experience with Empire

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

Empire Today's reply to: I am not able to cancel.

Dear customer, we regret that you've had this experience. We want to help, but we're having trouble finding the correct account. Please email your account and contact information to us at customersupport@empire-today.com so we can further assist you.
Anonymous
map-marker Birmingham, Alabama

I am not able to cancel.

I would absolutely not recommend Empire Today. I placed an order for carpet, but changed my mind on the order within the 3 days they give you to cancel.

I called to cancel, but they ended up not even cancelling it but rescheduling my install. I found that out a week later. I have been trying to cancel since then, but it has been 2 weeks with no luck.

It should be as easy to cancel as it is to order. Stay away!!!

User's recommendation: Stay away!! They are shady!

Empire Today's reply to: The worst experience I have had

Lenore, customer satisfaction is our number one priority, and assure you that we work with our customers from start to finish until their concerns have been addressed.
This is not the experience that we wish for our customers, and sincerely regret to hear about the inconvenience. We've located your order and will be in touch with you shortly to start working on a resolution.
Thank you,
-ET Customer Support
Lenore M Zgy

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
| map-marker Odenton, Maryland

The worst experience I have had

We had scheduled to have flooring in our upstairs and the kitchen.

The upstairs and staircases were done.

The finishing work is poor, and they did not put back furniture nor clean up.

The kitchen was scheduled for another day. After waiting that morning, they cancelled at the last minute.

It was rescheduled, only for the same thing to happen again. After that, we cancelled and asked for our down payment to be returned.

It has now been almost a month, and we still have not received the check. Every week I call and am told that it is in the mail.

Preferred solution: Let the company propose a solution

User's recommendation: Do NOT use this company!!

Empire Today's reply to: Poor customer service

David, customer satisfaction is our number one priority, and strive to address every customer concern with a sense of urgency.
We appreciate you bringing this matter to our attention and will be in touch with you shortly to further address your installation concerns.
Thank you,
- ET Customer Support
David F Gjr
map-marker Van Buren Charter Township, Michigan

Poor customer service

Had new floors installed kitchen, family room and laundry room , laminate pieces sticks up in many places asked for help from Empire for 4 months and no help , installers come when they want, and the time that they want, no return calls from the company called many times and email them no response our home is torn up waiting for a response installers told us floor should be replaced, installers did a inspection took pictures we even bought extended warranty Do8extended extended warranty

Loss:
$2500

Preferred solution: Price reduction and new flooring installed

User's recommendation: Do not use Empire Today no help at all

Empire Today's reply to: Empire Today - Just an honest review

Tim, customer satisfaction is our number one priority, and strive to address every customer concern with a sense of urgency.
We appreciate you bringing this matter to our attention and will be in touch with you shortly to further address your installation concerns.
Thank you,
- ET Customer Support
Tim A

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Just an honest review

Empire Today - Just an honest review
Empire Today - Just an honest review - Image 2
Empire Today - Just an honest review - Image 3
Empire Today - Just an honest review - Image 4
Empire Today - Just an honest review - Image 5
Empire Today - Just an honest review - Image 6
Updated by user Jul 03, 2021

Empire did reach out quickly. All that was offered was for installers to come out and nail down remaining nails.

Nothing regarding the damage.

I already nailed down the remaining nails and fixed the gauges. If empire would like to pay me for my time and materials that’s would resolve the issue, since the goals was to pay Empire to complete the job with my help.

Original review Jun 03, 2021

Costumer Verification SO# 00844298

The start with the sales person went well. They were knowledgeable, had samples and could show the total cost before purchase based on the carpet options.

The sales person scheduled the wrong date and installers showed up an empty house. We later had to move the date due to the completion of the tile work by someone else. The date was easy to move, no problem, Empire makes that easy. The second attempt moved again because Empire ran out of the carpet underlay.

On the actual install day, the installer had me verify the underlay mat and carpet. It took about a half day for about 700 sqft of unfurnished basement. The carpet looks good, minus a clear seam I notice, but some seam is inevitable, hopefully it blends better over time. Upon completion, there were several gauges in my baseboards, and walls from door removal.

Empire considers these minor, though they will take spakle, primer, and re-painting to look just OK since they are perfectly located on the edge of trim and decorative routing at the top of the baseboard. Several nails were left up which my 5-year-old discovered as they went into her foot.

A few Band-Aids later, I think I have knocked them all down. I am happy with the carpet overall, probably wont use empire again, will probably deter others from using them or at least tell them what to look out for since the cost did not match up the install craftsmanship, and definitely not worth the work I had to complete after.Mayb

Loss:
$500

Preferred solution: Price reduction

User's recommendation: Maybe recommend

Empire Today's reply to: Very unhappy with the quality of the product

Petra, we strive to make beautiful new floors easy for all customers, from start to finish. We put our customers first and act with a sense of urgency to address every concern.
We want every customer to be satisfied, and are not happy that you've had a bad experience. We'll be in touch with you shortly to discuss your experience.
Thank you,
-ET Customer Support
Petra S

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Very unhappy with the quality of the product

Empire Today - Very unhappy with the quality of the product

I had Berber carpet in installed in 3 bedrooms on Feb. 11.

The installers were great .Now 4 months later the carpet is worn down in the walkway and in front of my desk. I contacted Customer Service and was told to get it cleaned. What ??? It is brand new.

I did file a claim and an Inspector came out on May 6.

Took pictures and sent them to Empire. Empire closed the case.

Loss:
$1900

Preferred solution: Let the company propose a solution

User's recommendation: Do NOT use Empire. Poor product quality . Poor Customer Service.

Empire Today's reply to: False Product Information was Given, Poor Quality Product

Karen, customer satisfaction is our number one priority, and strive to address every customer concern with a sense of urgency.
We appreciate you bringing this matter to our attention and will be in touch with you shortly to further address your product concerns.
Karen T Zqp

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

False Product Information was Given, Poor Quality Product

Updated by user Jun 20, 2021

An Empire Today executive called me to say that the hollow sound of the floating laminate floor would go away in 4-6 months after installation. I offered a different resolution to replace the flooring with wood laminate that is glued to the concrete floor.

I offered to pay the difference. He declined that offer. I do not believe that the floor noise will every go away. I am disappointed that the company does not stand with the customer, because the flooring choice was made at the recommendation of Empire's sales rep who said laminate floating floors would NOT have hollow clicking noise.

That is the only reason I selected that product. Now I am stuck with it unless Empire agrees to resolve it to my satisfaction with I call them back in August 2021, as they requested.

Original review May 21, 2021

The Sales rep told me (voluntarily) that laminate flooring would NOT have a hollow clicking sound when you walk on it. Actually it DOES make that cheap sound.

You don't know this until the flooring installation is done. Then it is too late. Empire would not give me a refund. A senior executive told me the hollow sound would go away in four months.

Really?!? This was on top of installers being 6 hours late a

Loss:
$2100

Preferred solution: Full refund

User's recommendation: Stay Away - low price means cheap products and bad service

Empire Today's reply to: Terrible Experience

Kelly, customer satisfaction is our number one priority. We work with our customers from start to finish until their concerns are addressed.
We sincerely regret to hear that your concerns have not been addressed, and assure you that we take matters such as this seriously. We'll be in touch with you shortly to start working on a resolution.
Thank you,
-ET Customer Support
Kelly M Wvn

Terrible Experience

The Sales Rep measurements were all wrong. They left a

WHOLE room off the order/quote.

Then the warehouse sent the installers out without enough materials.

We had to wait TWO weeks for them to complete the job without a working kitchen during this time. Once they finally got the balance of the material in the installers got some somthing on the new hardwood floor, and it won't come off.

Preferred solution: I would like them to send out a professional cleaner to get whatever is on the floor left by the installers up. If it can not be cleaned replace it.

User's recommendation: Beware

Empire Today's reply to: Empire Today - Disappointed and frustrated

Raul, we strive to make beautiful new floors easy for all customers, from start to finish. We put our customers first and act with a sense of urgency to address every concern.
We want every customer to be satisfied, and are not happy that you've had a bad experience. Please email your account and contact information to customersupport@empire-today.com for further assistance.
Thank you,
-ET Customer Support
Raul V Yht

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Disappointed and frustrated

Contacted Empire flooring after getting estimates from LL flooring and a couple private contractors. Decided on Empire due to warranty concerns, the personality of the salesman and comparable cost with LL Flooring.

I discussed a concern with the salesman regarding the underlayment that was to be used. I hoped for an option such as DMX (LL Flooring carries) which has what I believe are better wicking capabilities. I contacted Empire through their online chat 2 days after signing the contract and expressed my concern. I was contacted by the sales Manager who sent me a copy of the spec sheet for the underlayment (sound buffer).

After reading the spec sheet I was more convinced of my concern and contacted the salesman. Long story short I was given the ok to purchase the underlayment (DMX) by sales via text messaging. I purchase 700 sf of underlayment and notified sales that all was ready for the installers. The day of the installation I contacted the salesman after 8 am that I hadn't heard from installers which prompted a call from Empire an hour later notifying me that installers would arrive between 1 and 3 that afternoon.

I had taken 2 days off from work to empty the furniture, aquarium, etc and be there for the installation. After running an errand I returned at 11:15 to find the installers had been there and gone telling my wife that they could not install the underlayment I purchased and the humidity being 100% would void warranties. I notified the salesman about the situation, and he contacted the installers called me back and said that in fact they could not install the underlayment and I would need to reschedule.

I had planned this out with Easter in mind and a large family gathering. Now I'm stuck with an install date down the road and a wife who thinks I should install myself or hire another.

Loss:
$500

Preferred solution: Let the company propose a solution

Empire Today's reply to: Empire Today - The WORST service experience of our LIVES!

Dear Thomas,
Customer satisfaction is our number one priority. We put our customers first and act with a sense of urgency to address every concern.
We want every customer to be satisfied, and regret to hear about your experience. We'd like to further assist you but are unable to locate your account with the information to provided. Please email us at customersupport@empire-today.com with the street address where your installation took place. We look forward to further hearing from you.
Thank you,
-ET Customer Support
Thomas C Kcl

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company.

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

The WORST service experience of our LIVES!

We live in the Florida Bay area. The person they sent to do the work (apparently they have no one in our area) spoke absolutely no English, bled on our floors, spent most of two days running his mouth on his phone, and on the third day, brought in another non-english speaking person to finish the job.

They put in 6 prominent tiles in the wrong direction. NEVER covered any of our furnishings so we had a LOT of dust and debris covering our bedroom. The pushy manager didn't care that we weren't satisfied..he ONLY wanted my wife's signature on his paperwork. Speaking of paperwork, the original guy refused to begin work until we signed of on the payment schedule which had absolutely NOTHING to do with him.

I grew up listening to Empire's commercial. Which is why we chose them.

We seriously regret that decision now. I would NEVER recommend this company to anyone for anything.

Preferred solution: Let the company propose a solution

User's recommendation: GO WITH SOMEONE ELSE!

Empire Today's reply to: Empire Today - Very disappointed....felt taken and victimized

Donna, our mission is to make beautiful new floors easy for all of our customers. With over three million satisfied customers, we’ve achieved our vision to become America’s first choice for installed flooring.
We regret to hear that your experience with us, was not what you expected. We take your concerns seriously, and will be in touch with you shortly to discuss your concerns.
Thank you,
-ET Customer Support
donna m Mgy

Very disappointed....felt taken and victimized

We ordered our flooring and when the first crew came they said that it was the wrong product as our floor was unleveled and told us to order a different product. The salesman had not brought a level was what we were informed and not his fault.

The salesman comes back and brings new samples and never checks the floor in other areas, and when the new crew comes, scheduled for first thing in the morning, arrives at 1 pm, my husband and I both took off, this crew states the same thing. We moved all of our cabinets and the contents of them upstairs and lived like that for 2 weeks. We are in our 60's. No apology from any of them.

Why didn't the salesman investigate the whole floor ahead of time. Shouldn't they be trained. And the installers coming at 1pm to start a basement job. They said the floor would take weeks as they would have to level parts of the basement.

Two different crews, 2 different opinions. Just such a depressing outcome, and feel like who do you trust if you can't trust a big company. We had hired a person who owned their own company and they went MIA before this.

Just really feel so very let down. They had even promised certain workers to us and kept changing them which was okay, but noone had the same opinion about what to do.

Preferred solution: Apology

User's recommendation: Find someone else.

Empire Today's reply to: Empire Today - Poor quality and no warranty

Issabelle, we strive to make beautiful new floors easy for all customers, from start to finish. We put our customers first and act with a sense of urgency to address every concern.
We want every customer to be satisfied, and understand that we've spoken to you in regards to your concerns. If you continue to have questions and/or concerns please contact us at customersupport@empire-today.com
Thank you,
-ET Customer Support
Melanie S Ctg

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
| map-marker Austin, Texas

Poor quality and no warranty

Listen to the poor reviews on this company. They gave us an estimate for our entire house and everything went well.

We were told that we were getting the top carpet with a full warranty. About 5 months after installation, we noticed what seemed to be a seam in the middle of our living room. It was very obvious and we called to take advantage of the warranty to get it corrected.

They sent out a rep to examine it and he explained that it wasn't a seam but a manufactures defect that occasionally occurs during a run of carpet. He said that he would submit our claim to the manufacturer but it would take awhile to get an answer.

I received a call today and was told that my claim was denied, however, they would replace our carpet for a small fee of

$900.00. She said that because I had two dogs in the house, that they couldnt warranty it. She continued to say that they always ask about dogs and kids when filing a warranty claim. So my understanding is that they have this great warranty that is voided if you have dogs or kids.

I asked if the fact that my husbands toenails were long was also a reason to void the warranty. She did not answer.

So here we are with carpet that is not a year old that we will be replacing so as not to have a line through the middle of our living room. Beware of this company.

They will say anything and what you end up with is apartment grade carpet with absolutely NO warranty. And a customer service team that is non existent.

Loss:
$900

Preferred solution: Let the company propose a solution

User's recommendation: DO NOT CONSIDER. POOR QUALITY AND NO REAL WARRANTY

Empire Today's reply to: Terrible

Carlos, customer satisfaction is our number one priority. We work with our customers from start to finish until their concerns are addressed.
We sincerely regret to hear that your concerns have not been addressed, and assure you that we take matters such as this seriously. We'll be in touch with you shortly to start working on a resolution.
Thank you,
-ET Customer Support
carlos c Sri

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Terrible

moved all the furniture out of my 5 bedroom the night before to find out the day of installation they only had enough carpet for two. called costumer service they don't care.

they told me it would take 3 days.if i have to sleep on the floor with my 4 kids i can wait to have another company installed the carpet in my house. i will cancel on Monday F this company

Loss:
$800

Preferred solution: Full refund

User's recommendation: go to home depot