Reply by Empire Today

Thank you for bringing your concerns to our attention, Amanda.
We are committed to working with our customers until they are completely satisfied, and it’s our understanding that we’ve been in contact with you and agreed on a solution. If you have any additional questions or concerns, please contact us at 888-588-2315 x4195 or

Thank you.
Rebekah Clerk,
National Customer Service Manager
Germantown, Tennessee

I had the option to use another company for the same price and I am beating myself up every day for deciding to go with Empire!

I was promised compete satisfaction when ordering my hardwood floors. I complained from day 1 of installation, and one month later the issue is still unresolved. Apparently my sub floors are not level, but the installer did not mention this nor do anything to correct them. Instead the threw the floors down and left. The supervisor did not even stay once he dropped off the supplies. There are many hollow areas and very obvious dips in each of the rooms and in some cases the furniture moves as you walk past. I have had 3 people come to look at the issue and am told the floors need to come up and be leveled and that I WILL NEED TO PAY THE FEE. Now had this been addressed during the installation, I would have understood the additional cost. But one month later, I am still living with poor quality floors and a mess of a house (knowing the floors might be taken up again) and I am expected to pay full cost.

I also was never shown a sample of the quarter round molding - which I hate! I am told Empire does not offer anything else, so take it or leave it. Anyone can notice that it does not match the rest of the molding in my house. Someone should have brought this up during installation.

To top it off, the actual installer called me yesterday. In very broken English he told me the floors should have been leveled and glued down (not floating), but that the "company" doesn't allow them to do that. Apparently Empire cares more about taking money than quality. Horrible quality, horrible service, and satisfaction is clearly not guaranteed.

My only suggestion would be for Empire to step up and correct the issue by leveling the sub floor and gluing down the boards at no cost. The estimate I received from the company I should have gone with included this. Why, oh why didn't I go with them?

Product or Service Mentioned: Empire Today Flooring.

Monetary Loss: $5000.

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