empire carpet customer service service customer installation home house sales installers
Empire Today's reply to:

Empire Today Does Not Do Quality Work

Dear Steven,

Customer satisfaction is our number one priority, and we strive to address all customer concerns from the start of their sales appointment to post installation.

We thank you for bringing your concerns to our attention, and regret to hear that you remain unsatisfied. We’ll be further investigating this matter, and we’ll be in touch with you soon.

Thank you.
Review
#1141728 Review #1141728 is a subjective opinion of poster.
Cons
  • Enitre dealing - never again
  • Poor follow up on installation
Reason of review
Bad quality
Loss
$10000
Preferred solution
Full refund

Back in September 2015 I hired Empire to install LVT . I have had moisture issues since the installation.

Empire denies that the moisture due to a water leak resulted from them. I paid an extra $1000 to have the damaged tiles repaired. The repair work was never done properly. Tiles are popping up everywhere.

It's a tripping hazard. I have been fighting this issue for two years. No satisfaction. They have offered me $1000 to make me go away.

The assessor they sent out 3 months ago gave me a written assessment of the shoddy work the contractors performed. His suggestion was to rip the entire floor up and redo it, or else receive a full refund. Empire is not willing to do any of that in spite of the written assessment one of their employees left in my home.

My assessment of Empire Today is to stay away from them! I am wanting to be fully reimbursed.

Empire Today's reply to:

Poor installation and customer service!! | Empire Today review from Orlando, Florida

Dear Marharyta,
We appreciate you bringing your concerns to our attention, and are disappointed to hear about your experience. Our records show that we have addressed this matter and have scheduled an upcoming service for you. If you continue to have questions or concerns please contact us at customersupport@empire-today.com.
Thank you,
-ET Customer Support
Review
#989248 Review #989248 is a subjective opinion of poster.
Cons
  • Job quality
Reason of review
Warranty issue
Loss
$1596
Preferred solution
Full refund

Have carpet installed by Empire Today,and it is still under warranty.Sales rep.,Rebecca,reassured us that we will have seamless carpet.Now we are having BIG PROBLEM with it - seams are not just showing,they are falling apart!!! I called the Customer Service 3 times in last two weeks,they told me that someone will contact me back from local office regardless this issue,but NO ONE DID.I also wanted to order laminate for my kitchen from them ,but after what is going on I will never do business again with them!!!And I will contact Better Business Bureau about this issue ,and I will make sure that I will tell all my friends about them!! Never again,Empire Today,never again!!!!!!

Empire Today's reply to:

Unsatisfactory Customer Service | Empire Today review from Tampa, Florida

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.
Review
#962631 Review #962631 is a subjective opinion of poster.
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.

Empire Today's reply to:

Empire Today - Carpet Installation Review from Bellair-Meadowbrook Terrace, Florida

Dear Cheryl,
Your concerns are important to us and we are saddened to hear that you were not satisfied with your experience. We understand that we have spoken to you and offered a fair solution. If you wish to continue with our services please contact us at customersupport@empiretoday.com.
Thank you.
Review
#945048 Review #945048 is a subjective opinion of poster.
Reason of review
Bad quality

This happened to us today in Winston-Salem, NC. They were supposed to install LVT today.

I called customer service yesterday and asked if they could tell us morning or afternoon because we took a day of vacation for carpet installation on Wed. The CS rep was a condescending *** and said no they can't tell you until the trucks are loaded in the am. I explained that I didn't want a specific time, just morning or afternoon so we would only have to take 1/2 a day off work. He continued to be a condescending smarta$$ so I hung up....in spite he moved our appt to two weeks later without telling us so we burned a day off work for nothing.

I am beyond PISSED!! Customer service and our sales rep was useless. I called our rep 3 times and he just notified us today at 11:23 that it was cancelled. I just called CS and gave a verbal blistering so they offered us a discount for the "inconvenience".....I declined and told them I wouldn't take it if they gave it to me for free.

We just had $2000+ carpet installed on Wednesday.

If this had happened before carpet I would have cancelled everything!! Empire today sucks!!!

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.
Review
#928606 Review #928606 is a subjective opinion of poster.
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.......

Empire Today's reply to:

Worst experience of my life | Empire Today review from Saint Petersburg, Florida

Dear Jolene,
We are disappointed to hear about your experience and assure you that this is not the level of service that we expect for our customers. We understand that time has elapse since your posting, if you continue to have questions or concerns regarding your experience please email us at customersupport@empiretoday.com with both your concerns and account information.
Thank you.
Review
#922323 Review #922323 is a subjective opinion of poster.
Pros
  • Honesty of the vinly installer
Reason of review
Problem with delivery
Loss
$2000
Preferred solution
Full refund

The week of 9/29 I had an empire sales rep out to my house to provide me a quote for new floors. I explained to the sales rep that since I am not made of money I really only want to cover the original tile in the living space.

His response was Empire will only do vinyl or carpet because my house was built in 1958 the floors are not level. He showed me samples of the vinyl which I was impressed with so I contracted with Empire to come out on 9/8 to install the vinyl floors. The day before the scheduled install 9/7 they called to verify that someone over the age of 18 would be available to greet the installers and let them in. The day of the original install date of 9/8 Empire called me not to give a time but to cancel the install without saying why.

Since my house was already ripped apart and belongings put away in prep for the install I was not happy but I rescheduled the install for 9/16 with a $1000 discount off the original price. As it turns out the 9/16 date was a "fake" date and it will either happen on that day or they will reschedule again. The vinyl installer showed up and took one look around and stated I can't put vinyl over these floors because in 6 months the grout lines would be visible through the vinyl so I canceled that install and called empire back. Now I am really angry that a salesman would sell me a product I could not use.

That salesman as I understand it no longer works for Empire which is good but in the meantime I am down 3 1/2 weeks and $1000 deposit with not even a prospect for a new floor. The woman I spoke to said she would have a new sales rep call me to schedule a time to look at laminate samples...the new sales rep called over the weekend and we scheduled 9/19 @ 5:30 at my home. Well he was a no show and no phone call either. At 6:30 I sent him a text and told him not to bother I am not doing business with Empire.

Now I am waiting for my $1000 deposit back and since they withdrew the deposit from my account I have to wait 3 to 5 days for my money to be returned to my account leaving me without new floors and having to wait for my deposit before I can contact another flooring company. This company SUCKS....their sales people are highly unqualified and they just really don't care about the huge inconvenience they have cost me over the last 3 1/2 weeks as I have dismantled my entertainment center in prep for the install and my house is a disaster and has been since this process started. I am done dealing with empire and if you are a smart consumer you won't do business with them either.

The only positive out of this whole nightmare was the honesty of the vinyl installer for which I am truly appreciative.

Empire Today's reply to:

Poor installation and lack of help from Empire Flooring | Empire Today review from Vero Beach, Florida

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.
Review
#909066 Review #909066 is a subjective opinion of poster.
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.
Tags
  • bad reviews
  • floor installation

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.

Empire Today's reply to:

Empire Today - Review in Household Services category from Kendall, Florida

Dear Valued Customer,
Thank you for making us aware of this matter. We sincerely regret that your experience was not a great one, and want to help make things better. Please contact us at customersupport@empire-today.com with your account information so we can further assist.
Thank you.
-Empire Customer Support.
Review
#894331 Review #894331 is a subjective opinion of poster.
Reason of review
Bad quality

Empire today is the worse floor company around. The original man that started this company is probably turning over in his grave.

This company is horrible! ...they lie about everything. The product, sales and service are terrible. I spent over 4k.and the sales people and manager could care less!..do not use empire today!

If you do you will be unhappy!

Trust me!

Empire Today's reply to:

Horrible company | Empire Today review from Orlando, Florida

Dear Lindsey,
Your concerns are important to us, and our records show that we have addressed your concerns. If you continue to have questions please contact customersupport@empiretoday.com.
Thank you.
Review
#885751 Review #885751 is a subjective opinion of poster.
Cons
  • Sales person tactics
  • Way the installation went and the end product
Reason of review
Bad quality
Loss
$2700
Preferred solution
Full refund
Tags
  • Horrible Customer Satisfaction

We were told by the salesperson that we would have our carpets installed in one day. The one worker did not show up until noon the first day and we are in day 3 and no one has even shown up to finish.

The job done looks horrible. There are seems everywhere that don't match. I called customer service and they tried to issue a $75 for the inconvenience. They have no installers to finish the job and are not even sure when they come come out.

We are canceling the payment to Empire on American Express. Do not use them.

Contact Empire Today Customer Service

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Mailing Address:
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Northlake, Illinois 60164
United States
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Empire Today Products and Services Reviews

Empire Today's reply to:

HORRIBLE COMPANY- KITCHEN TILE PROJECT | Empire Today review from Land O Lakes, Florida

Dear John,
We regret that your experience had a rocky start, but happy to know that your repair was done to your satisfaction.
Thank you.
Review
#880149 Review #880149 is a subjective opinion of poster.
Pros
  • Originally liked salesperson -
Reason of review
delivery, processing, pricing, damage
Loss
$8000

Floor uneven. Appliances left on patio, in rain, for 3 days while work being done.

Had to pay $40 per appliance to be moved on original contract. Three tiles installed are chipped. Grout not consistent. Work still not complete eventhough we were promosied on three occasions correct amount of tiles would be delived.

Outside door to kitchen left open during entire install. We repeatedly closed and installer repeatedly left open. Now we have bugs to boot. Totally mislead regarding work to be done, pricing and communication.

Salesman indicated furniture would be moved, was not.

We were going to cancel at the first sign of being mislead and we should have. Thank you.