Empire Today Reviews

Met with sales person. SOle carpet adn install scheduled. Installers show up, walk in, literally take 5 mins and say they cant do the removal and need to call their boss for direction. They get in the van and drive off. No communication about what happens next. Message left by Ronnie with no call back number. Office is shut down to do this carpet install. Call customer service and no-one is there. Get sent to Texas. Get sent around the united states. Finally connect with someone who says the installers don't want to remove old carpet because it takes too much time. Ask for a refund and told it will take 7-10 days to put back on my credit card. Mean while, I cant see clients because the carpet is not in. The incompetency of this place literally is costing me money. And... It was not next day installation. It was a 2 week book out.

This is the most poorly run business I have ever seen. Poor customer services and once they get your money you might as well forget it.

Run from this company.

The carpet installers arrived with the wrong color rug, but I accepted it even though I requested River Rock. However, the installers did not wear their masks, I caught one installer in my trunk that was closed taking pictures, once I caught the installer and asked why he was in my trunk going through my things he refused to complete the job and walked out. They left a dolly in my home, but I was unaware they kept ring my bell causing a scene in my building. However, I placed the dolly outside of my door so they could retrieve it. I also noticed that my apple ear pods were missing once they left. I am making a police report due to this. The installer used foul language calling me a "$#*!", he was aggressive, unprofessional, did not come on time. I called customer service and filed a complaint and no one reached out to me. I am very dissatisfied, upset, and disappointed with their service as a company. As no one attempted to fix this issue and I did not get my deposit back.

The carpet installers were terrible forgetting tools and borrowing tools as well as damaging and not telling about it. The carpet was installed it two directions and wood tract strips all came lose from all walls. Carpet also had string problems that came lose. Installers left plastic behind in room and in yard as well as carpet. There is no response from any management on problems caused as well as compensation. They will not return your calls. As far as carpet with Empire! I would never have it with them again. I just recommend that you check all options. Sometimes a good deal is not good at all.

Worst costumer service.
We had the floor done, we had vinyl installed $12000. After about 4 month one stair was coming apart. The service we paid for was $12,000 and included warranty.
The first person who came to fix it put some cheap glue. A month later the same issue occurred. I had 6 (six) different maintenance guys coming to fix it, six different calls every time, each of them showed up with the wrong piece. They apologized and asked me to call corporate for 6 times. Today the person came again with a complete wrong color and size.
This is unacceptable.

I had my vinyl flooring installed and some of the boards had pitts in them and one had a hole in it. I found the bad pieces the day after install. Took 3 weeks to get an installer to repair it. He refused to repair it and blamed my dog for their shotty work. I even have a warranty on it if I do something to it. Customer service is terrible and management does not call you back.

When I wanted to get one of my rooms carpeted, I called about half a dozen carpet places, empire carpet was the worst, he never showed up the first day making me wait the whole day, when he finally showed up the next day looking like some homeless person they threw a badly fitting suit on.he quoted a price that was about twice what the average of the others was.

Steer clear. Deceptive business practices, shoddy work and you cannot ever get a refund. The sales guys a dirt bags. The three day window for refund is a LIE.

If you expect to Empire complying with the contract obligations, do not believe. They interpret how they're working for them. Don't trust sales reps, they will promised a lot but installer do what is cheaper and less labor for them.

Empire is very un professional and very Bogus how they treat their customers! I was told that Monday was coming to install my laminate floor but no show no call, but I called and they said we ran out materials. Ha! Wow! Really! Terrible

My 80 year old mother on a fixed income had empire come and estimate new carpet for her bedroom. They came to her home and measured the room. They agreed to move the furniture and install her new carpet for $1050. They required a $600 deposit of which she paid. After missing two install appointments they finally showed up and refused to install the carpet because my mother has a bed platform that raises the mattress. They refuse to install the carpet and they refuse to refund her deposit. If they could not install the carpet the rep who was here in her house should have told her. They didn't care, just one more 80 year old victim.

Worst decision I ever made was allowing These people into my home. I was robbed $2550. They sent a family of 4 to my home to install my cheaply made carpet. Two young children around ages 11 and 13 a gentleman and his petite wife. The gentleman knocked on my door and said he was here to install carpet requesting remaining balance from my husband. Once he paid the gentleman walked outside and came back with his family. I pulled in the driveway to see young children cutting what was to be my padding for my carpet in the RAIN. I quickly told them we would not be installing carpet today one it is raining now and you are not about to ruin my new carpet in the rain and two there are child labor laws. I asked this family to leave my home. I then proceeded to call customer service to request a refund because this type of installation was not what I signed up for number one and number two there is a pandemic out here and kids are the worst at washing their hands. I feel empire put my whole family at risk. Thank you empire! I was informed it's out of my 3 day cancellation window and they will not refund me. I will take this to the news to court whatever I must do get the money empire has Robbed me from. I can't help it's out of a 3 day window when I signed a contract in January and you didn't have a opening until March to install and even so I did not sign approval for illegal work to be done. There are child labor laws and I do have video of these children in my driveway cutting padding that I intend to take to court with me if that's what I have to do to receive my full refund back.

The worst experience ever they cancelled yesterday and said they would come early today and no one showed up or called to cancel but they have a $1600 deposit, stay away, worst and most untrustworthy company i have unfortunately had the displeasure of dealing with.

This company should be shut down they are full of false promises and poor quality but will take your money and then never follow up or even walkthrough to make sure that the installation went as they said it would! I urge anyone to never spend their hard earned money on a company who never backs why there salesman pitched to you. My floor was buckling within a week and they said we had a moisture problem. Funny thing is they test for that before even installing the floors. What a joke I could t get any responses from anyone for over two weeks in which they said they would give me discounted price to repair the flooring that I spent 6700 dollars to have it installed properly. I never heard another world from them. So trust me find another flooring contractor to do your floors. These people are crooks and have very poor quality flooring and even more poor custom service follow through.

Empire Today was quick to respond to my request for a quote and sale, however, after I gave my deposit and got an installation date, things went south. The first representative that was sent was verbally abusive and vulgar. The second representative was courteous, knowledgeable and professional.

The installers missed two installation appointments with no call to explain and after finally installing the vinyl on the third attempt, there was a tear in the vinyl. After a weeks long effort to even talk to someone in installation, I finally went back to sales and I was given a phone number to text a message to and send a picture of the damage. No response. This began another two weeks of futile efforts to reach the installation group. During this time, the vinyl developed bubbles. Finally, I got a call from the installation manager and he gave me an appointment date. I was told to expect a call the morning of in order to get a firm time. Again, no show, no call. Another week of trying to get another appointment. After reaching out via phone, leaving messages with no response, visiting the website and using the chat feature, I call the sales rep and get a call from the installer. Again I get an appointment. That day comes and goes with no call, no show. Another ridiculous period of time passes before I get a call from the installation manager and he wanted to explain to me why the delay was my fault.

I have an appointment for an installation tech to come at noon tomorrow. I have no faith that appointment will be met. I will not do business with this company again. The installation department has no integrity, does not meet there commitments, and does not know how to return calls, text, or emails.

So disappointed with this company, installation crew was great! I placed and order for carpet and floors. They sent the flood guy on the day carpet was supposed to be installed and with wrong prices on the contact and did it again on the next day. Customer service is rude and not helpful, will never use the company again.

Empire Today installed Carpet and laminate in my home in September 2018 by August 2019 the carpet they installed was completely matted down and buckled across the entire surface. I began contacting Empire today at that time. I was told this was normal for a carpet of less than a year old and that I should have it professionally cleaned and they would do a courtesy restretch of the carpet. This was unacceptable and I expressed that to them. Cleaning and restretch would not help with the condition of the product they installed in my home or help with the faulty installation. In addition to that I have furniture in that room that would then need to be moved several times in order to do this. I told them I felt this was ridiculous especially in light of the fact that it would not help with what this carpet looks like. I've had 2 inspections from other carpet installers who have agreed this is a poor product and poor installation. To date the company is only willing to offer the courtesy restretch and will not help with replacing this product. In addition they charged me a $99 fee to have one of their "experts" look at the carpet. The person they sent could not understand what I was saying, walked into my home looked at the carpet for literally 10 seconds and laughed. This is such an atrocity and to be charged for something like this Empire Today should be ashamed of themselves. You can't appreciate how bad this is unfortunately from pictures

I just had LVP vinyl planking installed last month. It has now scratched everywhere. They've sent 1 contrator to my home to inspect. She said they were defective. Then they lieyed and she didn't say that. Then they sent out there install manger, and he said they shouldn't be doing that. So I called today and manager said he didn't say that. There resolution is for me to pay for new flooring and pay them to reinstall it. This company will play games and over promise and under deliver. Now i have dispute $10,800 in charges with my credit card company. They also flip flop from corporate to local level for responsibility. PLEASE SAVE YOURSELF A HEAD ACHE! DONT DO BUSINESS WITH THEM!

Empire has provided the worst experience of my life. They did a horrible job on my floors, there are numerous mistakes. The installers they sent out couldn't do the job properly, didn't have the expertise. The salesperson did not estimate the job properly. I needed them to come back and fix the job and customer service was horrible. Each time I called to talk to someone, they couldn't locate my record and I needed to start my whole story over from the beginning. They couldn't complete the job because the installers could remove the baseboard heaters, toilet, or vanity to complete the job so they had to hire a plumber and electrician. They actually had the nerve to tell me to identify and hire my own plumber and electrician, to pay for it, and call them when they were done so they could come back and finish the flooring! My floor is still not fixed to my satisfaction and its been 6 months since the job was completed. NEVER USE THIS COMPANY! THEY ARE FAR WORSE THAT YOU COULD EVER IMAGINE!

We recently spent $4k on carpet for the entire upstairs of our home. Empire Today had to send an installer back out for a small landing area that was missed during the initial install. There was no additional carpet purchased and the installer was here less than 30 minutes. I was told by the customer service manager that there was an $85 fee but she agreed to waive it because in the past few years we've spent roughly $7500 with them. Seemed like a very reasonable response given the long relationship. The job was done, the installer left, everything great. Until the installer returned 4 days later at 6pm on a Saturday to collect the money. We were then threatened with being turned over to collections if we didn't pay it. Of course no one was working at customer service by this point thus we were given no choice but to pay it. So frustrated. Definitely won't be buying anything from Empire ever again.

Over these past two weeks we have been on a rollercoaster ride we can't get off of with this company. First we called someone out to give is a quote and we felt rushed so we declined service, we discussed guy came back out but this time he told us we would have to pay 1800 dollars upfront, but when he initially came out he said 0.00 dollars. So of course we declined. Called upper management, Carlos was able to give us a good price(still with 500.00 down). Next, we were suppose to have install on Wednesday, but when we called to set up a time we were told Wednesday was unavailable; so we settle on Thursday. Wednesday comes we were told we wouldn't get service on Thursday as someone has a fever and may have Covid. We are thinking why were we moved back when we already didn't get the first day you offered us. Ok so Thursday comes, we were told we would be first and personnel will be here at 7:30 a.m. that time comes no one is here, we call we were told they would be here around 9-11. Ok installers came did a great job but one installer had his son or whomever come with his pants hanging off of his butt and we knew he didn't work for the company. Then a few days later we get the bill which was suppose to be 2400. 00(as we were credited 100.00 for our troubles) and the bill says 2500. 00. We were told 12 months financing no interest we get an email from the company that says 6 months no interest. Liars! Now we are waiting on management to see if they resolve this, but I'm sure they won't they have sold it now. I'm sick of this company they have been nothing but headaches from the start. Empire doesn't even do the work they subcontract it out!

I am fed up with this company. I have paid a lot of money to this company. And they have not finished the job. They said they had to wait on the material. I have been waiting for 3 weeks And no one will get in touch with me. I know we are going through a crisis. But the least you can do is call to let some one know what's going on. Are when you will be back to finished the job. It look like a soar eye in my house. Please someone come and finish what you started.And have called numerous time. Some are very rude. Finish the job and I want bother you any more!

This is a follow up on my original review. After I submitted my review I did receive a phone call from someone claiming to be the regional manager for Long Island. She stated that due to the coronavirus nothing could be done at this time but she would follow up with me at a later date. She left no phone number and didnt really seem interested in my issues. I had previously contacted the company with no satisfaction. My floor is separating and all the dirt and crumbs fall into the separated areas. I know this will never be settled to my satisfaction. The company was quick to take my money but has never taken action on any of my complaints. They responded to my last review stating they needed more information to find my account but when I tried to respond it would not go through. I gave this company a rating of 1 bit would have given a zero if I could.

Our sales rep. (Raleigh) signed us up for the 1 year financing even though we agreed to the 4 year financing. We spoke with the local office. No one took ownership of the issue. I requested that the sales manager call me which he never did. The corporate accounting office assured us that they resolved the issue in their system and communicated the updated contract data to their financing partner. They assured us that it would take no more than 1-3 billing cycles. The finance company never received the data. As of the 4th billing cycle our finance terms are still 1 year. This is a HUGE FUMBLE on the part of Empire. How is this company still in business?

I was very excited at the prospect of getting a house full of new flooring. They were running their $50 a room special, and I went on line and booked an appointment. My appointment was confirmed via text, email and 3 separate phone calls. My husband took the day off of work and we anxiously awaited our salesman to arrive with hundreds of samples so that we could select our choices for 9 rooms of flooring. They give you a two hour window for arrival and as we neared the two hour mark, still no representative. 3:00 O'clock came and went, so I called the company to get an ETA. She looked me up and told me that my appointment had been canceled! I asked her how that was possible when I had confirmed it by phone the day before at 3:54!! She was not sure, but offered to connect me with the sales manager that had canceled. When that department answered, he was "in a meeting ", but she took my number and would have him call as soon as he got out. No call. No explanation, no excuse for such poor service. With nearly 2000 sq ft of flooring to install not to mention the extra charge for moving furniture etc, they missed out. For me, I am just disappointed and have lost trust. I will be calling Lowe's tomorrow to schedule an appointment for my flooring. It is inexcusable for a company to not even bother to contact a customer if they are going to cancel a scheduled appointment. We did our part, they sure fell short on their end.

The guys who put in the carpet were great. They wasted no time and got right to work. They did a very careful job. Love my new carpet. Thanks. Frances