Empire Today's reply to:

Empire Today - Unsatisfactory Customer Service

Dear Marty,
We understand that this was a frustrating situation for you, and show that we have since reached an agreement. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#962631 Review #962631 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Not as described/ advertised
Loss
$10900
Preferred solution
Full refund

We contacted Empire on Thursday, October 27th, the same day we had evicted a tenant from our rental property. Needless to say the carpet in the house was beyond disgusting.

I had to work so my wife met with the salesman, Chris. We had had to move in by November 1st. My wife was under extreme stress and Chris reassured that he would take care of the situation. My wife explained to Chris that we wanted real wood flooring to increase the homes value so we could sell it in a year or two.

My wife was skeptical because the estimate did not break down the separate cost of materials, labor, etc., but Chris told her if the contract was not signed that day the project could not start until the following week. We decided to go with the contract because we had to move in the following week. The project cost was $10,900. The install was scheduled to begin on Friday, October 28th.

The install was complete and the floors looked very nice. However, the next day we noticed movement in the boards throughout the house, the stairs have hundreds of nail holes, and some of the stair boards are not level. The Empire install coordinator, Joe Bell, came out to check out these issues. Joe told my wife that the movement in the boards was due to the type of wood that was used, and there was no way to repair it.

My wife asked Joe what kind of wood was used and Joe told her it was a wood veneer, which has a very thin wood surface and that the rest of the board is a composite material. Joe explained that the veneer wood is not 100% hardwood but is used in Florida because of the high humidity. Therefore this type of wood will put us at a disadvantage when reselling the home and does not add value. Joe called the next day and told us the General Manager agreed to replace the floor but we would have to pay the difference in the cost of the wood and installation.

We had already spent more than we budgeted for and asked for a refund. Joe said he could not make this type of decision and he would talk with the General Manager of the Tampa office, Scott Heath, and call us back that afternoon. The next day was Friday and since we had not received a call back we contacted Joe. Joe told us that Scott was out of town until Monday.

After several phone calls, I finally spoke with Scott Monday evening. Scott said that Empire had done what they were contracted to do and would not terminate the contract. I asked him for contact information to the corporate customer service manager and Scott told me he would talk with Tim Sherwin, the Regional Manager, and have him call us. The next day, after waiting for a call I finally called Empire back and was eventually connected with Tim.

Tim said he had not called because he was waiting for all the details on the installation from the inspection. I explained to Tim that we were misled regarding the type of flooring used and wanted our money refunded. After some discussion back and forth, Tim became irritated and basically told me they had done what they were contracted to do, and the bottom line was he would not refund our money or terminate the contract. We asked how he could make a decision without the information from the inspection, he told us there was nothing else to discuss and gave me his phone number for our attorney.

We are going forward with legal action to since we were misled about the wood, there was no detail in the contract about the costs, and Empire did not comply with the contract regarding the type of installation, which should have been adhesive, not floating. I encourage any other dissatisfied customers to contact me to join me in legal action against Empire.

5 comments
Anonymous
#1265866

I just had prefinshed hardwood installed in my bedroom and living room. The installers stapled and nailed right through the boards, Its disgraceful!!!

They never finished the moldings either. I also mafe it known to the salesman that 1/4 inch Plywood is needed first to have put under the hardwood which they did not install and it created a dip in the threshold from my hardwood hallway. I am very disappointed! And want my money back..

i am in the process of reading up on prior complaints to see what the other outcomes are...

please keep me aware of your situation.. i would like to be jncluded in your complaint or lawsuit as i feel i wilk end up on the *** end of the stick...

Anonymous
#1252445

I dealt with Joe and the Tampa office before having Tim involved also.

Empire is a bunch of lyiers, and still dealing with them trying to fix the floor they installed in May as the tiles keep coming loose.

Anonymous
#1247614

I am having a problem with Empire too. Wood laminate buckling up with air pockets.

Installers never showed up to repair as scheduled. Still waiting for them to show up.

Initial installation did not go well either.

Furious that my beautiful floor is totally messed up. Will seek legal help if needed

Kennidy
#1247623
@PissedConsumer1247614

We regret to hear about your experience. Please email your concerns and account information to customersupport@empire-today.com so we can further assist you, and mention Pissed Consumer in the subject line.

Thank you.

Kennidy
#1247047

Dear Customer,

We have read your review and sincerely regret to hear that your concerns have not yet been addressed. We will investigate this matter further and we'll be in contact with you soon to start working towards a solution.

Thank you.

View more comments (4)
Empire Today's reply to:

Empire Today - Don't keep warranties, try to blame install issues on consumer because they no longer carry the carpet to "fix" the issues

Dear Julie,
We regret the events that occurred throughout your experience and understand that we have spoken to you in regards to your concerns. We will continue to investigate further.
Thank you for your patience.
ID
#953456 Review #953456 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Warranty issue
Loss
$4000
Preferred solution
Let the company propose a solution

Several years ago we had laminate flooring put down in our modular home. Empire did it and everything was great.

We later had a water leak from our kitchen which caused damage, insurance covered it and we had the floor replaced with Empire as we had such a great first experience. Several years down the road (last year) we contacted Empire because we had some issues with buckling of the floor. After an inspection it was determined that one of our dogs was having bladder issues and we ended up having to put him down. With the inspection, it was deemed that the flooring was not covered under warranty due to the pet damage, although they could give us a "discount" on new flooring if we decided to go with Empire again.

The sales lady came out and after going through all of the options we decided to go with carpet, as we hope to build in the near future and didn't want to over spend when we may not have it that long. 5 months ago we had it installed with the promise that this is a high traffic carpet, that would not falter. We even had extra water resistant padding put in to keep a buffer from the sub floor since we aren't on a foundation. We were told that we would not have any issues.

The day of the install we did not pay as close attention as we should have as while I was taking our 2 dogs to my mother-in-laws house I was t-boned and my car was totaled as well as having to go to the hospital for myself and one of my dogs. Well, 5 months later we can see how bad the install was as the seam is showing in the middle of our living room and the carpet lifted (while I was vacuuming) from around our fireplace. I called Empire, they called me back 2 days later to try to schedule the repair team to come out the next week. After speaking with the associate for a few minutes and letting her know that the install team came and picked up the remnants the day after install she put me on hold.

The carpet that was installed 5 months earlier they no longer carried and did not have any more of. I told her that I didn't think it could be stretched far enough to reach the fireplace as it immediately started to fray after it came up. At that point she put me on hold and came back stating that they needed to have an inspector come out and see if it was repairable. I met the inspector yesterday, he said he was checking PH levels when he poured water onto the carpet.

I didn't question him when he pulled several different test strips out of his kit until he found the "right" one. He did that in both areas of the rug where it was lifting and where it was separating.

Today I get a phone call from Empire stating that they will not be fixing the carpet. That the carpet had issues due to "pet damage" and urine.

First of all the dog that had issues prior to this installation is no longer with us, both of the dogs we have now our outdoor dogs with the exception of at night. 2nd not only do they not have accidents, but we cover the carpet with puppy *** pads to ensure there are no issues. Before there was mention of no remnants to fix the carpet with they were calling to schedule repairs, after the mention of no remnants they changed their tune. We didn't have to continue with them for new carpet, but we chose to, due to our pleasant previous experiences.

That is NOT the case at this point. I asked to have this escalated to a supervisor, and was told that I would get the same response from them by Amy @ the local office. I told her that was fine, I wanted to have a record of elevation. If we need to, we will fight this tooth and nail, as we will not pay for a product that we are not satisfied with.

Very disappointed at this time.

5 comments
Kennidy
#1240495

Dear Customer,

We are disappointed to hear about your experience. We want to help, but are unable to locate your account with the information provided.

Please email your concerns along with your account information to customersupport@empire-today.com, and mention PC in the subject line.

Thank you.

Anonymous
#1240810
@Kennidy

Thank you for your response. I sent an email to the address you provided. Hopefully we can reach a solution.

Julie T

Anonymous
#1242554
@PissedConsumer1240810

Received a call yesterday and we are working on a solution. I appreciate the willingness of empire to work to make this situation right.

Anonymous
#1239664

Carpet is made in batches. When that lot is used up the carpet is GONE, therefore unavailable to do your repairs.

Pet urin voids warranties and your story doesn't add up. Your dogs are outside dogs but you live in the wettest climate in the USA. They don't urinate on the floor but you have puppy *** pads on the carpet.

Dogs are the worst thing you can do to a carpet and you're just trying to get something for free. Good luck with the fight!

Anonymous
#1240693
@PissedConsumer1239664

Thank you for your input. Yes, we live in the wettest area.

We have covered areas for the dogs when they are outside. We put down *** pads to ensure there aren't any issues at night. After having to put one down last year (due to cancer) that we found out was having issues after it was too late...we are extra cautious. I think what is the most frustrating is the fact that they called to schedule repairs and then back pedaled after they found out we didn't have the remnants.

The whole tune changed when they realized it wasn't able to be stretched to fix either. Will update if we receive resolution.

View more comments (4)
Empire Today's reply to:

Empire Today - Flooring Installation Review from San Clemente, California

Dear Customer,
We have read your review and we'd like to address your concerns. Unfortunately, we've been unsuccessful in locating your account with the information in your post. Please email your contact and account information to customersupport@empiretoday.com, and we'll be happy to reach out to you. Please mention PC in the subject line.
Thank you.
ID
#951866 Review #951866 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Bad quality

Had laminate flooring installed in three areas.Now it is curling and buckling in numerous areas.Called and complained.They are sending crew out to make repairs.Hope they get it right,or will get refund for flooring.

Empire Today's reply to:

Empire Today - Flooring Installation Review from Woodmere, New York

Dear Kimberly,
We regret that your experience had a rocky start, but are aware that you were satisfied with your final installation. If you continue to have questions or concerns regarding your floor, please contact us at customersupport@empiretoday.com.
Thank you.
ID
#949673 Review #949673 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Problem with no one showing up for installation

Once again empire has failed me. Been getting the run around from them for weeks finally scheduled my install for today which is a reinstall and got a call at 730 to tell me that the installers did not show up to work today so my job is cancelled.

I am beyond pissed off. I have called them for the past hour to speak with a manager was told no one in to help me. I have to wait till Monday. Guess small claims court is next.

I can't believe no management is available. This company truly doesn't do the right thing..

1 comment
Kennidy
#1237753

Dear Kimberly,

We have read your review and we'd like to address your concerns. Unfortunately, we've been unsuccessful in locating your account with the information in your post.

Please email your contact and account information to customersupport@empiretoday.com, and we'll be happy to reach out to you.

Please mention PC in the subject line.

Thank you.

Empire Today's reply to:

Empire Today - Have chosen differently

Dear Cynthia,
We are disappointed to hear that you were not satisfied with your experience. Per your request we have since cancelled your order and processed your refund. For any future inquiries please contact us atcustomersupport@empiretoday.com.
Thank you.
ID
#942370 Review #942370 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Cons
  • Being put on the phone with 3rd party
Reason of review
Poor customer service

The installer came installed the carpet went great. Went to install bathroom and kitchen and told me I was sold incorrect flooring he could not do the job.

The installer was GREAT. Then after having given the sales rep $2600 cash and job being done before 2:00pm the installer was sent back to get $1700+ from me. The person on the other end of the phone was very unprofessional talking to me about money that was clearly already given to empire. All this while dealing with my mothers death the day after order was placed put so much added stress.

HORRIBLE BUSINESS PRACTICE. WILL NEVER DEAL WITH THEM AGAIN NOR RECOMMEND THEM!!!!!!!

Empire Today's reply to:

Empire Today - Don't fall for their Lies

Dear Tia,
We know that this has been a frustrating matter, but understand that we have worked with you to get this situation rectify. For future inquiries please contact us at customersupport@empiretoday.com.
Thank you.
ID
#938166 Review #938166 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Cons
  • Installation
  • Customer service
Reason of review
Warranty issue
Loss
$3500
Preferred solution
100% of repair cost covered. If not offering that- no resolution can be made.

We bought flooring through them for our kitchen, dinning and laundry room in 2012 with a 'lifetime' warranty. We are on a slab foundation and asked the salesman prior to purchasing if we needed to repair some low spots in the floor.

He assured us that if anything needed to be done then the installer would handle it for us at the time of installation. The installer told us it was not needed but that if we had any issues in the future that it would be covered under the warranty. Here we are...4 years later...with flooring issues in those spots. We contacted Empire Today (this process took over a month because no one would ever call us back) and they said they could not do anything because it is the sub-floor and not a defect in the actual flooring we purchased.

They said they only warranty the installation for a year. Their "solution" was to charge us $1500 more dollars to come in and replace the flooring. They said this was a deal. It is a deal....for them.

We were also told by the salesman that the floor would be repaired at no cost to us if we were to damage it by dropping a heavy pot or something on it...this too was a lie. Do NOT trust what their salesmen say. The only thing covered under the warranty is actual defect in the product. They do not stand behind the installation of those products and will give you false promises during the sale.

I recommend going local.

They are usually smaller operations that care about they work they do and want your business again. There is nothing more we can do to resolve the issue, but i hope this review will keep someone else from making the same mistake we did.

2 comments
Kennidy
#1228216

Dear Mrs. and Mr.

Alfred,

We sense your frustration and regret to hear that you feel this way.

We understand that we have been in contact with you regarding this matter and will continue to follow up until a solution is reached.

Thank you.

Anonymous
#1228564
@Kennidy

If you are going to contact me again I prefer someone other than Wendy. She has made it very obvious that she does not care nor is interested in what we were told.

I can hear her typing in the background as speak to her and can tell she is not really listening to what I am saying. This does not help the situation.

View more comments (1)
Empire Today's reply to:

Empire Today - DO NOT USE!!!

Dear Brad,
We are disappointed that this was your initial experience. We understand that we have addressed your concerns and agreed on an accommodation. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#934171 Review #934171 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Pros
  • 2 installers
Cons
  • Extremely poor customer service
Reason of review
Poor customer service
Loss
$250
Preferred solution
Let the company propose a solution

We had flooring put down in our bathroom, installers were good put they were not plumbers. We contacted customer service as soon as we noticed the problem, which was the next day do to the "do not use until tomorrow" instructions we received.

After 5 days of no one getting back to use we had to hire a plumber to fix the problem. That will be the last time we ever use them. You want people to use a minimum of one hundred words, which I don't understand considering the problem was as simple as you doing the job correctly the first time there would not be a need to post my feedback on every sight possible. See the rant here?

Your company failed us and the deal we thought we were going to get wasn't a deal after hiring a plumber a come and fix the mess you created.

Unhappy in St. Cloud!!!

1 comment
Kennidy
#1224891

Dear Mr. and Mrs.

Strout,

We are disappointed to hear that your installation experience did not meet your expectations. We never want our customers to feel this way and assure you that your concerns are important to us.

We understand that we have been in contact with you regarding this matter, if you continue to have question and/or concerns please contact us at customersupport@empiretoday.com.

Thank you.

Empire Today's reply to:

Empire Today - Flooring Installation Review from Clearwater, Florida

Dear Anna,
We are disappointed to hear that your product is not meeting your expectations. We will be following up with you soon to address your concerns.
Thank you for your patience.
ID
#928606 Review #928606 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Bad quality

I HAD LAMINANT FLOORING INSTALLED IN BOTH BEDROOMS AND MY HALL.. THE FLOORING IS VERY SLIPPERY!!

I WALK WITH A WALKER AND CONSDER THIS FLOORING VERY DANGEROUS. I COMPLAINED TO THE SALESPERSON WHO WAS VER RUDE AND TOD ME " WELLAFTER ALLYOU WALK WITH A WALKER SO WHAT DO YOU EXPECT" AND ALSO NOT TO WALK IN STOCKING FEET ON THE FLOOR!! ALTHOUGH THE FLOOR LOOKS BEAUTFUL I ALMOST FELL THREE TIMES!! I HAVE OTHER SIMILAR FLOORING IN THE HOUSE AND DO NOT HAVE ANY PROBLEM...

BE CAREFUL IN PICKING OUT FLOORING FROM THIS COMPANY IF YOU ARE DISABLED AND ASK ALOT OF QUESTIONS. I WONT DO BUSINESS WITH THEM AGAIN.......

1 comment
Anonymous
#1220923

I'm not sure what you expected....smooth floors are slippery. It's best to wear socks with treads, shoes, or slippers with rubber soles. I don't understand how this is the company's fault, when it's simply common sense.

Empire Today's reply to:

Empire Today - Flooring Installation Review from Carmichael, California

Dear Erin,
We sincerely regret that your installation had a rocky start. We are aware that we have addressed your concerns. Feel free to contact us at customersupport@empiretoday.com if you continue to have questions regarding your experience.
Thank you.
ID
#926791 Review #926791 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Return, Exchange or Cancellation Policy

I was first helped by an amazing sales representative, Vicki, who dig a great job helping me choose flooring for my whole house. I was getting 2 rooms and my hallway done with hardwood and 4 bedrooms with new carpet.

The installation date was for the following Wednesday and Thursday for the hardwood and the following week on Wednesday for the carpet. On the morning of the first Wednesday I got a call an hour into the appointment window telling me they did not get the shipment in and they were cancelling the appointment. Irritated, I spoke to the manager, Matthew. He apologized and gave me a $200 credit, about 2% of the total cost, and promised my house would be complete by the 1st of October.

I moved all the small things out of the 6 rooms only to hear back that the shipment still did not come in add promised.

When I called back and spoke to Matthew for the second time, he told me to choose a different flooring. I can now not get ahold of anyone from Empire to help me.

I am very dissatisfied with the service. I'm currently looking for a full refund and I'll choose another company to help with my house.

1 comment
Kennidy
#1219663

Dear Erin,

Thank you for sharing your experience. We sincerely regret that your installation was not completed as planned and assure you that your concerns are important to us.

We will investigate further and will be in contact with you shortly.

Thank you.

-ET Customer Support

Empire Today Really Does Make Beautiful New Floors Easy!

We just had wood looking tile put in our hallway, living, dining, and bedroom. Jed C. came out and showed us some different things after getting a sense of what I was looking for. He was VERY patient with me and my husband. THEN he went outside so we could discuss our options together. He never pushed us or made me feel uncomfortable and he didn't use scare tactics. He was awesome. We felt very comfortable with the product he showed us and he explained all the features. We bought it! The financing options were really good too. The installation supervisor was Miguel. What a great guy! We really lucked out with him because once the installers got the living room done I had a hissy fit. I hated one of the tiles that was dispersed throughout. I felt like I got the wrong tile- like a knockoff version of what Jed showed me. Jed came back! He had the tile he showed me and I compared it to those I received. With the exception of that one ugly one, I felt a lot better. He didn't have to come back, but he did to make me feel better. He also stayed to help me and Miguel make a plan on what to do about the ugly tile. Miguel had his installers replace the ugly tiles for me, and then made sure I got the look I wanted. The two installers did not speak English, but it didn't matter because Miguel was right there all along. The best thing about these two guys was that they always answered the phone and called back. Even when I left a message for Jed, the salesman, that clearly stated I wasn't happy he still called back AND came over to my house. My tile is gorgeous. They did a great job, and so fast!! T N
View full review
Testimonial

Empire Today is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1013205 Review #1013205 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Good quality
Empire Today's reply to:

Empire Today - Empire Installed 3 Rooms of Flooring

Dear Theresa,
We have read your review and sincerely regret that your experience with us was not a positive one. Our records show that we have attempted to contact you to discuss your experience. If you continue to have unanswered concerns, please contact us at customersupport@empiretoday.com.
Thank you.
ID
#922791 Review #922791 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Cons
  • Customer service and product was not what i originally chose
Reason of review
Bad quality

In the begining the customer service agent butters you up and praises on how well of a job they will do. However, that is far from the truth!

I had hard wood flooring installed in my living room, along with laminate in bathroom and enclosed porch. The first day of installation everything went well, they sent out a few employees and they managed to finish most of the work. This problem occurred when they ran out of supply! They came back 3 times with the wrong color wood.

They tried to say that the mood varies but this wood was much lighter and did not match the others. In addition to not finishing the installation the wood in the living room is very Noisy doesn't seem like quality flooring. I was the one calling them time and time again because they kind of forget about you once you pay. So far they have made promises on installation dates and I had cleared the day to be there only to get a no show!

And again me calling them! It has become so extensive that now I am trying to get my money back and I will call a different company to install the flooring!

I'm very dissatisfied with this company please do not do business with them! You will regret it, I know I do!

1 comment
Kennidy
#1216354

Dear Theresa,

We have read your review and sincerely regret that your experience with us has not been a positive one. We want to help and will be in contact with you soon to address your concerns.

Thank you.

Empire Today's reply to:

Empire Today - Flooring Installation Review from Rancho Cordova, California

Dear Customer,
We are disappointed to hear that your product did not meet your expectations. We understand that you have requested to cancel your order. If you continue to have questions or concerns about your experience, please contact us at customersupport@empire-today.com.
Thank you.
ID
#912579 Review #912579 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Bad quality
Empire Today - Flooring Installation Review from Rancho Cordova, California
Empire Today - Flooring Installation Review from Rancho Cordova, California
Empire Today - Flooring Installation Review from Rancho Cordova, California
Empire Today - Flooring Installation Review from Rancho Cordova, California
Empire Today - Flooring Installation Review from Rancho Cordova, California
Empire Today - Flooring Installation Review from Rancho Cordova, California

That installments the worst job I've ever seen pictures will speak for themselves. We decided to cancel the contract after the work we seen after they flooded our kitchen counter have an a person here that didn't work for the company we have more pictures you can feel were they did fill in the floor bad job for $1615 not even cuts

Empire Today's reply to:

Empire Today - Laminate and wood flooring

Dear Customer,
We regret to hear you are not satisfied with your experience. We would like to assist in this matter, but are unable to locate your account information. If you could be email customersupprt@empire-today.com we will ensure someone contacts you soon. Please reference pissedconsumer.com posting in the subject line of the email.
Thank you.
ID
#910606 Review #910606 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Poor customer service

In August .2016 Empire installed our flooring.

Do not use EMPIRE for any of your flooring needs. Go elsewhere. Look at the reviews with BBB or Consumer Affairs, or any other site for that matter. THEY ARE NOT A GOOD COMPANY! They are dishonest and will cheat you out of anything if you let them

Their customer service is honestly the worst I have ever seen

When i called Empire to go over the issue, they refused to discuss

I waited 3Weeks for a General Manager still didn’t call me i call every day to talk to the manage so that he could make a decision regarding the issue when i get chance to talk to him all he said he sorry nothing he can do.

I COULD NOT BE MORE DISAPPOINTED IN EMPIRE TODAY AND BASED ON MY EXPERIENCE, WOULD STRONGLY URGE FOLKS TO NOT USE THEM

Please go to Lowes or Home depot or a local tile place

DO NOT USE EMPIRE EVER!!!!

2 comments
Anonymous
#1206673

We regret to hear you are not satisfied with your experience. We would like to assist in this matter, but are unable to locate your account information.

If you could be email customersupprt@empire-today.com we will ensure someone contacts you soon. Please reference pissedconsumer.com posting in the subject line of the email.

Anonymous
#1206328

3 yes

View more comments (1)
Empire Today's reply to:

Empire Today - Poor installation and lack of help from Empire Flooring

Dear Iris,
We regret to read your post, but understand that we have since completed a product replacement for you. For any future concerns please direct to customersupport@empiretoday.com.
Thank you.
ID
#909066 Review #909066 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Cons
  • Quality of the job
  • Installers not knowledgeable
  • Many things
Reason of review
Empire not standing behind their installation and product.
Loss
$3300
Preferred solution
Replace all the tile since I have an open concept and the tiles will be a different color.

In Feb. 2015 Empire installed our flooring.

It has been 18 months of dealing with Empire to help resolve our problem. Our luxury tiles were not installed properly which caused every tile in our kitchen to crack. In Feb. 2016 Empire sent someone to replace three tiles in our entrance way that had started to raise up because the floor had not been prepared properly prior to installation.

We waited months for a new General Manager to be hired so that he could make a decision regarding tile replacement. He sent a "Tile Detective" who determined only 20 tiles should be replaced. Also the replaced tiles in the entrance have raised up again. He didn't think that was a problem.

The people who installed our floor didn't speak English so communicating was impossible.

They stopped working for Empire shortly after installing our flooring. The Armstrong Luxury tiles have changed color and are much darker than the original tile so if the tile in the kitchen and entrance are replaced they will not match at all. Also they did agree to replace the quarter round. Please go to Lowes or Home depot or a local tile place.

When you call Empire you are dealing with a call center. My entire floor needs to be replaced and they couldn't care less. Choose a place where you can deal with someone face to face. I just called the number to speak with the new GM I guess he gone because there is a new person with his ext.

After speaking with several different but honorable flooring businesses who all agreed I should get a lawyer to resolve the problem. Please don't use this company.

3 comments
Tyberius
#1205596

My contact person was Xavier out of Orlando office.

Kennidy
#1205244

Dear Customer,

We regret to hear that you were not satisfied with your product installation. We want to help and discuss this matter in more detail, unfortunately, we are unable to locate your account.

Please email us at customersupport@empiretoday.com with both your contact and account information.

Thank you.

Tyberius
#1205367
@Kennidy

My complaint file # is FJ 15152.

View more comments (2)
Empire Today's reply to:

Empire Today - A total ripoff!

Dear Customer,
We are disappointed to hear that you feel this way. We want to help address your concerns, but unfortunately we are unable to locate your account with the information provided. Please send your contact info to customersupport@empiretoday.com so that we can look into this and help make things right.
Thank you.
-ET Customer Support.
ID
#905940 Review #905940 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Order processing issue

We bought a new house and needed to change floors in it before we could move in, so we were in a hurry to get this done and decided to go with this BS of a company. Outside of "Never Do Any Business With Them" advice, if you do decide to move forward for whatever silly reason like ours: First of all, do not believe anything their sales people telling you. Have them put everything in writing with all managers names and numbers of Sales and Installation. Call managers right then to assure those numbers are correct, and ask them to confirm the words sales people had given you about the installation times. If they can't or hesitate with ifs and thens, then simply don't go any further.

Secondly, ask them to keep a sample of what they have shown you that you liked and tell them that you will return it once the job is complete. What they show you and what you will have installed may be two vastly different in quality things (in similar appearance though).

Their initial prices need to be cut 4 times to be realistic. They have charged us $9990 for 1400sf laminate that costs 0.49/sf.

Lastly, do not pay them upfront, wait until the job is complete to your satisfaction (seriously doubt it), and use it as a negotiation tool to do things right for the right price!