Carpet and Flooring Reviews - Empire Today

The company installed defective materials on my floor on October 7, 2020. I have sent many emails and spoke to the manager Melissa, customer service many times and so has my husband and to date the problem has not been resolved.

The floor started to pucker the same week installed. Frankly speaking, I would not recommend this company to anyone for fear that they may handle the situation sloppy similar to how my situation and experience as been. I have asked them to remove the flooring and refund my money as the Sales Representative mislead me. Later to find out that she sold me cheap materials.

The sales representative informed me that after she took the order and installed she was no longer involved. What kind of customer service is that from a company that say's it prides itself in providing excellent customer service. A inspector came to my home 2 weeks ago and noted the imperfections and sloppy work of the installers.

I have requested a copy of the report from the inspector and have not received to date. My husband and I have decided to take other measures because of the company's lack of concern for their quality of work, workmanship and lack of customer service provided./

Very Frustrated and Disappointed!

My husband and I met with Sales Representative for a consultation in mid July 2020, for wood flooring for my entire upper level, stairs and foyer, and, LVT flooring for three bathrooms. Got approved and installation was scheduled for the next day.

The kitchen flooring is not leveled with the other flooring, about 1/4 inch higher, and where the refrigerator is, the wood does not meet up to the kitchen cabinet. In the master bedroom, there is a portion of the flooring where you can still see the subflooring because the wood is not appropriately connected to the other wood flooring, as well as pieces of the shoe molding were left just square without adding the rounding pieces to make it complete. I reported my concerns to Empire, along with work to replace a few baseboards/shoe molding that were damaged when I got some doors replaced, which I was willing to pay for those repairs. I spoke with my assigned representative, who scheduled for someone to come out to access what needed to be done.

The foreman, who did the initial install came and took pictures of the repairs that I was going to pay for, as well as, the concerns that I had with the initial installation (space gapping with the flooring in the bedroom and the kitchen not being leveled with the other flooring) throughout the upper level. The representative contacted a few days later and I was quoted $544 to fix the repairs that were damaged, not fault of theirs. I received an install date and when the installers came, they did not have all the material to fix all the repairs that I agreed to pay for. I mentioned to them my concerns about how my kitchen flooring was not leveled and they agreed, took pictures, called their supervisor, and, said that they'd get back to me.

For the second time, I received another install date, and, again, they only came to do the repairs that I agreed to pay for, and, did not have all the material to complete the job. I spoke with the representative and reported the same issues. For a third time, the cycle repeated itself with the same result, took pictures and agreed that the flooring was not done properly. I informed the representative of my disappointment and how dissatisfied with the outcome of nothing being done to rectify the issues with my flooring.

After weeks of going back and forth, I requested that a Supervisor come to see the work that was done, and, to see if my issues/concerns and fixed to my satisfaction, took pictures and nothing was done. I mentioned that we're paying almost $15,000 for the flooring, and, that we are not satisfied customers of the work that has been performed. She indicated that she did not see where an inspection was completed on file after the flooring was installed, and, I agreed, so she scheduled an inspection. When the contractor came out to access our concerns, we were informed that the kitchen flooring was not leveled because pieces of our subfloors were damaged, which was not brought to our attention, on the day of the install.

I said to the contractor, both me and my husband were here doing the installation, and, why was it not brought to our attention? We are not the professionals, so how are we to know! He stated that they would have had to take up our cabinets in order to fix the problem, which I disagreed to. After that, I was contacted by my assigned representative, who informed me that the contractor said that there was nothing that they could do to rectify the problem, and, that the contractor for Empire said that they were willing to take off $200, and, I told her that that was unacceptable, and, for the amount of money that we're paying for the floors.

It seems as though they are finding ways to make excuses as to why they don't want to resolve their mistakes. For the fifth time, on October 22, 2020, two more installers came and had only two pieces of baseboards to repair (for $544.00) and I said absolutely not. They again took pictures of all the problem areas, agreed that the flooring was not leveled, called their Supervisor, to report all the issues, and, he asked if could speak with me, which, I did, and, he assured me that they would resolve all of my issues/concerns.

I have attempted to reach out to the supervisor, twice, and, left messages, and, has yet to receive a call back. I have also sent the representative two emails, in which she provided would be the best way to contact her, but, has yet to hear back from her, as well.

I am looking forward to a resolution to address my concerns/issues with the hardwood flooring, or, a full refund.

Sincerely,

Valerie Blalock

Measured my rooms wrong didnt have enough carpet to do my rooms. Was giving me the run a around on the dates they could come back to finish my rooms, Customer service was horrible everyone had attitudes, its wasnt my fault sale guy measured wrong and I have guess coming in floor still not done..

Never again! Smh

Horrific! Stay far away!

If you saw the product they installed in my home and the amount of money I'm paying you would be shocked. They are sheisters. From the salespeople to the management. They want ME to pay for an upgrade to fix the shoddy product they sold me!

Stay away! There are reputable companies around who will charge you significantly less and stand by their work and products.

Do your research! Message me for pictures of what they install

The salesperson wasn't very well schooled on his products, he made promise after promise about all the things they would do for us. Later these were proven to be nothing but lies.

We get lies from customer service, and they refuse to let us address the salesperson directly. I have a heart condition and between myself and my 87 yr old Mother, WE were the ones that moved an entire living room and 3 bedrooms full of furniture because the boys they sent (men wouldn't have done this) refused to do it. They claimed they were short-handed. They left the doors they removed, just standing in the hall.

Didn't even attempt to re-install them, the sidewalk and Driveway were left full of sawdust, the vehicles were also covered with it. We were promised a breakdown of the pricing (still waiting). Also promised an actual receipt for all products purchased. We were told that since we had to move ALL the furniture, we would receive the staggering amount of $49 for our efforts.

My elderly Mother got a broken foot out of the deal, and the worthless *** people did nothing to assist me with her. I wouldn't recommend this P.O.S. company nor their installers. Customer service is nothing more than a nice voice lying their backsides off.

They won't return calls, won't provide written contracts nor copies of anything. It's NEVER going to get a good review from anyone they haven't paid to lie for them. Stay away!! If you want good products, or good services, pay a few dollars more and get your moneys worth!

Products aren't of any quality at all. Probably made in China!

Purchased $12,000 worth of flooring, mostly carpet in February 2019. We went with the premium carpet based upon the sales pitch and the promise of Empire service and 20+ year warranties - HUGE MISTAKE in choosing Empire any day!

By March of 2020 we noticed the carpet begin to bunch and had striations in the fibers.

When we called Empire, we were advised that any bunching is an installation issue and our installation warranty expired the month prior. After long and painful iterations of taking and sending photos and conversations with our customer service rep, Clarissa, they finally agreed to send someone to inspect. The inspector told us there appeared to be issues with the quality of the carpet; perhaps it was near the end of the roll and was too tightly rolled in shipping. We relied on his expertise and expected Empire would stand behind the product they sell and take care of us.

After 4 weeks, we were finally told our claim was denied. Upon our requests for an explanation of why they would not stand behind their product; again, they sent another representative. This person adamantly expressed his opinion that they needed to replace the carpet and even called his boss within our earshot and told her the same.

Keep in mind, we would have been happy if they would just offer to help us tighten it up and remove the wrinkles. We were so tired of dealing with this company - even if they charged us $75 as originally offered (back in MARCH!!) but they were not even offering that anymore!!

Now we sit 3 weeks from being told a regional manager will call us. We are so tired. All we can do now is warn as many people as we can ...... DON'T TRUST EMPIRE WITH YOUR $$$.

It's not worth the risk! They will leave you disappointed and frustrated if anything goes wrong with your job. It is not worth it.

It's Lowes and the depot from here on out. I will save money and have a better chance of recovery if something goes wrong.

I spent quite a bit of money with Empire today to install a rug in my large living room and hallway and laminate floors in my bar, dining room and entry way. The salesperson assured me i was getting a high quality product that had a 30 year warranty.

After specifically addressing matting and buckling, because this was a concern after seeing bad rugs. He assured me that would not happen and I was purchasing a quality product that the company stood behind. After 8 months the rug began buckling and matting down. It was brand new and it looked like it was a 30 year old rug.

I'm utterly embarrassed to have company over. I'm immaculate with my home and there is very little traffic in the area. I'm still paying payments on something that I'm ashamed of. After many unanswered calls and reporting to BBB, I was told that I would need to have the rug professionally cleaned and as a courtesy they would restretch it.

This is utterly ridiculous and will not solve the problem. The rug needs to be replaced! Not to mention I have large furniture that would need to be moved TWICE in order to do this. I run a busy medical practice and have children and this is a huge inconvenience for something that most definitely will not solve the problem.

I've had several flooring companies come out to get opinions and every one agrees this is disgraceful! I will never recommend them to friends, family, colleagues or patients.

And I will continue to write reviews online to warn everyone to run from this company! Their products are HORRIBLE and their customer service is even worse!

I had my floors done in March 2020 do to the hurricane we had my floor damaged I called and explain what happened and about a couple days later someone by the name of Tatiana Victorin from Connecticut office left a message saying it was caused by dog urine I never met the lady the lady never been to my residents etc.... so I call her back and let her know to needs to assume and read her damn notes...

so then she give me the run around she wanted pics I send her pics she says she never got them I left message doesnt respond called again and someone transfer me to her Tatiana Victorin goes on and on how she cant send someone to give me a quote to repair that she needs to send someone to inspect the floors etc... this happen AUGUST 4 she gives me an appt for SEPT 1 I asked why so long I need it for my insurance cuz we booked blah blah blah. Sept comes the guys show up they were great I explain everything to him and when I said how long I had to wait he said you shouldnt have we werent booked. So she made me wait purposely because she didnt like how I spoke to her when she went right ahead and assume something she knew nothing about we never even spoke ever.

And now 2 days gone by and still nothing from EMPIRE... the worst service ever I regret it tremendously. I was going to do my bedrooms but Ill go with a different company..

Tatiana Victorin needs to be fired and she said she was the manager when I asked for one. Horrible manger she cant manage anything dont know how she got the position.

So Empire Today did a terrible job on my carpet and they needed to come back out and fix it. They did 4 or 5 appointments with me and never showed.

Finally showed up today and they used the extra piece of carpet they had left here 6 months ago that was being used as a something for us to wipe our feet on since we hadn't had a chance to run it to the dump. Can yoi believe after 6 months this pathetic company couldn't even make sure they had the supplies to finish a job. Pathetic!!!

Please people pay a little more and use a SMALL business instead that actually care about customers. Empire Today is a JOKE!!

your representative has terrible people skills i didn't like the way i was treated she didn't want to do her job i have two contracts with empire she told me I only have one that's all she see but after word for word she checked and found yes there were two h i was on the phone for nearly one hour and a half her name is Belle Martin so no I will never use you guys or recommend your services all I'm trying to do is have my no stain carpet inspected!!!

Our company has paid in full it's been three weeks and my carpet work has not been completed and my company is not satisfied

Empire did not complete an installation and took months to come back and finish it. When it was finished it was poorly installed and incorrect. 4 appointments for them to come back and finish it...all no shows.

Last week Friday, June 12, 2020, I decided to go ahead with the home installation with your company. Ever since that day, its been nothing but *** which is disgusting.

The consultation with frank nonetheless I must say went well and he was very informative. After picking out my carpet, putting a down payment, and scheduling a day. I was excited for my carpet to arrive as Im doing home renovations. Tuesday my day of installation I got a call about 8:30 am asking to reschedule due to protesting which were none in my area.

But okay I calmly understood, now Wednesday comes. The company sends a guy who immediately comes into my space and says the carpet job is a two-man job, leaves my apartment. Immediately says I thought I would be able to do it by myself but I cant and the guy that was supposed to come called out. Heres the thing frank took pictures of my room and all other information and Im 100% he passed it on to the contractors yall hire.

That was strike two, he then proceeds to call and say theyll come back tomorrow. Now today being tomorrow a contractor of yours calls beforehand at 7:15 saying hes on the way. Implying *** be here in the next 45 mins, which I simply tell him its of inconvenience. Please come at 8:30, he says no problem.

He comes looks around and says he cant find parking! I stated well its a parking garage in the area or you can wait a few mins. The mangoes downstairs and never comes back or call. I had to call customer service all day which is no help like at all, be run around, file complaints, and call people to get answers of which I never got.

Somehow later on today I got through your poor customer service line and spoke to a nasty representative name Kevin. He was no help at all, none what so ever. I told him my situation and he didnt even have a lick of compassion. In that conversation, he tells me the reason that the contractor left was that it was no parking and furniture was in the room.

When in reality it was only my dresser drawer that you can easily slide out and a computer desk thats movable. But instead of the contractor told me that he leaves without saying anything!!! But prior to that situation, I was told by Frank that I paid for my furniture to be moved and all I had to do was remove the little things as I did. After that back n forth banter, he says the best thing he can do is reschedule for tomorrow.

*** take 50 off for my 3-day delay which is complete a joke. Not only do I have to wait for tomorrow to come, but I have to remove the two pieces of furniture which were paid for in my contact. Your movers are lazy and disgusting, and Im highly disappointed. Like I stated earlier Im in the process of home renovation and this is delaying my process tremendously.

Not only was your customer's services representative nasty, lack knowledge of everything when it comes to this company, and straight-up passive-aggressive. Its no one to call nor managers on duty! No one calls back, no one looks into nothing, and its all about money. Money which should be highly deducted from my purchase, because of the three days your company decided to waste mine!

Not to mention three days of work Ive missed, which I couldnt afford due to COVID 19.

My third strike is writing this email/complaint since Im a first-time buyer. Most likely will never do business with this company again.

Their installers did a horrible job on the cord around on our LVP we had installed in the kitchen, corners didnt line up with the wall corners. Cut walls that didnt need cut because there was already a thicker hardwood floor on the floor that they removed.

The installer cut an electrical wire going to thermostat for AC unit left it hanging and never told us!! The house was getting hot and I noticed the temperature was higher than set and the ac unit wouldnt come on ... I saw the wire they cut!! The same guy came out with another guy to fix but he was not an electrician and used duct tape to tape together.

We called empire and they said for us to call and have it fixed and to send in the receipt for reimbursement. I paid the electrician out of my personal checking account and sent the receipt in for reimbursement. Charmane told me I would be getting a check in the mail for the whole amount.. but instead of receiving a check Empire applied a credit to the loan with WellsFargo..That money came out of my checking account...And it needs to go back into my checking account by way of check from Empire..

I have talked to about 10 people from Empire all saying someone will get back to us in 24 hours and it NEVER happens. I talked to wellsfargo about what happened and was told it would be no problem for Empire to do a reversal of the credit that was applied.

This company needs to be put out if business for being a company of scammers!!! I have been in contact with an attorney for consumer fraud..