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
author's review
ID
#2639233 Review #2639233 is a subjective opinion of poster.
Loss
$2500
Preferred solution
Price reduction and new flooring installed
New Reviewer

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

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

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Verified Reviewer New Reviewer
Empire Today's reply to:

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....
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#2585516 Review #2585516 is a subjective opinion of poster.
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
author's review
ID
#2572174 Review #2572174 is a subjective opinion of poster.
Loss
$1900
Preferred solution
Let the company propose a solution

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 New Reviewer
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.

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

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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.
author's review
ID
#2563976 Review #2563976 is a subjective opinion of poster.
Loss
$2100
Preferred solution
Full refund

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 New Reviewer
Update 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 posted by user 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

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

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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
author's review
ID
#2556834 Review #2556834 is a subjective opinion of poster.
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.
New Reviewer

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.

User's recommendation: Beware.

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Empire Today's reply to:

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...
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#2483509 Review #2483509 is a subjective opinion of poster.

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Verified Reviewer New Reviewer
Empire Today's reply to:

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...
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#2434264 Review #2434264 is a subjective opinion of poster.
New Reviewer
Empire Today's reply to:

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...
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#2427588 Review #2427588 is a subjective opinion of poster.

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 Junior Reviewer
Empire Today's reply to:

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...
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#2417822 Review #2417822 is a subjective opinion of poster.
Location
Austin, Texas
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
author's review
ID
#2309063 Review #2309063 is a subjective opinion of poster.
Loss
$800
Preferred solution
Full refund

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 New Reviewer

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

User's recommendation: go to home depot.

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Empire Today's reply to:

Cancelation

Clara, 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
author's review
ID
#2300474 Review #2300474 is a subjective opinion of poster.
Preferred solution
Full refund

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 New Reviewer

After I prepared my house for install, was called the night before and have cancellation. So I want to cancel and told there is a fee..yet I took off work and worked and packed and I am not getting paid.

Tne whole experience was horrible I wanted a Saturday call so I could see the samples and instead they came at 9pm

Very unhappy,,no product and want cancelled. Thanks Clara Tornow

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New Reviewer
Empire Today's reply to:

Horrible , INCONSISTENT AND DISHONEST

Sarah, We strive to make beautiful new floors easy for all of our customers nationwide. We sincerely regret to hear that your installation experience did not go as planned. Please email us your account information such as: street address, phone number, or email used to...
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#2300464 Review #2300464 is a subjective opinion of poster.
Empire Today's reply to:

Cancellation Issue

Linda, customer satisfaction is our number one priority. We assure you that we work with our customers from start to finish until we accomplish our mission of making beautiful new floors easy.
We regret to hear that your experience did not meet your expectations, and sincerely apologize for the inconvenience. We'll be further reviewing your concerns.
Thank you,
-ET Customer Support
author's review
ID
#2289420 Review #2289420 is a subjective opinion of poster.
Preferred solution
Cancel Contract

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 New Reviewer

I reached out to Customer Service at Empire Today regarding cancelling order but was told I did not need to send the notice of cancellation as I was assigned a job number requesting cancellation of contract which I signed today, November 17, 2020, and was told someone would contact me in 24 hours. The contract states Empire Today must receive notice of cancellation by midnight of November 20, 2020.

Nowhere in the contract is there an email address for sending notice of cancellation though they emailed contract to me. I will send notice of cancellation by express mail/request signature.

User's recommendation: Buyer Beware.

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Empire Today's reply to:

Defective materials used

Debbie, customer satisfaction is our number one priority, and strive to make beautiful new floors easy for all our customers. This is not the experience that we wish for our customers, and we sincerely apologize for this matter. We'd like to follow up with you, but...
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#2281316 Review #2281316 is a subjective opinion of poster.

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Verified Reviewer New Reviewer
Empire Today's reply to:

Resolved: Frustrated and disappointed!!!!!

Madine, our mission is to make beautiful new floors easy for all of our customers. We accomplish this mission by putting our customers first and working with a sense of urgency to address all of our customer concerns. We want to make this right for you. Please contact...
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Resolved
ID
#2261651 Review #2261651 is a subjective opinion of poster.
Location
Fredericksburg, Virginia