Reply by Empire Today

Dear Nicole,
We understand that we’ve spoken with you in regards to this matter. If you continue to have questions or concerns please contact us at
Thank you.
Customer service

We moved into a new house about a year ago, the house had brand new carpet, but we prefer hard floors. No more than six months ago we had Empire come out and give us a quote as they had done our floors in our old house.

We decided on hard wood and had it installed the next day. A few weeks ago a TV tray left a small scratch that was deep enough to not be the same color as the flooring. I was surprised that the TV tray scratched the floor. Then a week ago, while closing the reclining part of the couch a very large gouge was left on the floor.

We called about it and were told that "everything scratches" "even diamonds scratch" and they were not going to warranty the floor! We paid $8,000 less than six months ago and they are telling us it is not covered? That decision solidifies my efforts to not only never use this company again, but tell everyone and anyone I know to choose a much more reputable company that values their customers and more importantly believes in their product enough to recognize this particular floor is inferior!

The last time we purcahsed a floor for our old house, they left us with some planks incase we needed them, this time they did not. I have a 3200 sq ft house, they only did the first floor, I will call someone else for the second floor.

Product or Service Mentioned: Empire Today Flooring.

Reason of review: Poor customer service.

Monetary Loss: $8000.

Preferred solution: The floor repaired and warranteed for at least 2 years.

  • Flooring Installation
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Waco, Texas, United States #1122826

I can't help but to comment on this. You scratched your floor, by t.v.

tray and by furniture, and you want the people that sold and installed the floor for you to fix it?

This is not the flooring retailer's problem. How do you figure that it is Empire's problem? I think that maybe I missed something. Did they tell you it was impossible to damage?

Did they make some sort of ludicrous claim like that?


Hi Nicole, thank you for bringing your concerns to our attention. We regret that you’ve been experiencing issues with your product, and we understand that we’ve spoken with you about this matter.

We will be following up with you again shortly to discuss the situation in more detail and work towards a resolution. You can also reach us at

Thank you. Angelica Snell, Resolution Team Manager