Reply by Empire Today

We apologize that your experience was less than satisfactory. Customer service is a top priority at Empire and we want to talk with you to work toward a resolution. During the In-Home Estimate, our Sales Representatives work with each customer to select the right product to fit their needs. Empire provides a fully installed price estimate during the time of the appointment, and depending on the products selected, the room's square footage, and other items needed for the projects, pricing can vary. We also offer a Low Price Guarantee in which we'll beat any competitive offer on a comparable product and installation. We stand behind our service and products, however, if a customer finds a better quote and has met the criteria for our Low Price Guarantee Program, we will honor the quote. Our customers also have a three-day recession right to cancel their purchase. If the order is cancelled within the recession period, Empire will also refund the deposit. We would really like the opportunity to speak with you regarding your appointment and review the estimate that you were presented. We want to discuss your experience and work toward a resolution. Since we do not have your contact information from your posting, we are not able to locate your order in our system. Please contact a member of our Customer Service Management Team at or via phone at 888-588-2315 x4195 so we can help you resolve your situation. I look forward to hearing from you soon. Rebekah Clerk, National Customer Service Manager
Portsmouth, Virginia

Empire Today is a total rip off and has slimy business practices! They basically sell you flooring at the highest price they can squeeze out of you.

One of the first things the sales associate asked was how much I was willing to spend on flooring. I slipped and mentioned I received the $8,000 first time home buyer's tax credit. Guess how much our total estimate came out to for laminate and carpet in the whole house? $8,000!

What a coincidence! Originally she said $12,000, but then added on all those "special" little discounts she wasn't allowed to give us. She also called her "boss" to authorize another discount (fakest phone call ever). We were never told the cost per square foot or anything like that, it was whatever they thought we were willing to pay.

The sales associate appeared sincere, but underneath was just sneaky and sleezy. This was the first place I received an estimate and I had no idea how much flooring costs. So like an ***, I was talked into purchasing, thinking this was a normal price (other places later quoted me at about $4,000 less). I came to my senses later that night and called the sales associate the following day to cancel my order.

She said she hadn't even submitted the paperwork yet, since it was on a Sunday. The next day someone from their office calls to ask about my cancellation. Suddenly the floor we wanted was overstocked, and they offered me an "absurd discount." I said no and confirmed my cancellation for a 2nd time. The following day I also mailed my notice of cancellation along with a letter explaining my cancellation.

A week goes by and somebody else calls to confirm my order set for installation in a few days! I was furious! Three times I canceled and three times I said I wanted my down payment back, and yet they were planning on still sending out the installers! They tried to bribe me again with another discount.

Also, I thought the sales associate hadn't even submitted the paperwork when I told her I wanted to cancel. I sure hope I get my $500 down payment back this time, or they're going to court.

I don't understand how they get an A+ on Better Business Bureau when all I've seen is negative complaints. I think it may be because their installers and sales associates are contracted, so any complaints with them goes to the contractors and not Empire Today.

Product or Service Mentioned: Empire Today Flooring.

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