"I want to describe the service I had with EMPIRED TODAY and THEIR installation team.
The first time when they called me they told us that Empire didn’t have the stairs nose to do the stairs and that it will take a couple weeks to get it done even though the sales person (Thomas) told us that we will have the floor and stairs in one day, I explained to him that I want the floor and baseboard to look the same way as my first floor, I show him and pointed him what I was talking about and he says yes, that’s the way your second floor will be . my husband told him that the other companies that quoted us explain to us that they will take the baseboard out numerate them to make sure they put them back in the same order it was.
He say yes, we get it done they way you want!
That was the reason why I decide to do it with EMPIRE but it was all a lie...they came and did a bad job, leaving gaps and putting 1/4" round just to do it faster and never pull the baseboard out, besides this is a brand new house and they left all our closet doors with dents and damage them, also they left the door jams with a big gap in every door entrance of the rooms, after I made the complaint to customer service they took one week to answer and EMPIRE want to charge me an extra 5 thousand dollars for removing the baseboards and putting them on again. THE STAIRS had scratches on the side and they left it as is for us to fix it and paint it.
after they finish putting the floors I also express to the installers that I dislike the flooring and the unfinished parts and that they scratch my walls and they also scratch and bent the corner of my closet doors when they install the floors. This is a brand new house that we did the closing on 5/25/22 and like 3 days after they came to do the job and the area was empty for them to do the installation.
After I made the complain to customer service the sales person Thomas came and took pictures of the house and my husband express that we dislike the job and we will like for Empire to take the floor back and we will do it with another company because WE had a couple companies for $4,000 to $5,000 less than Empire and the only reason we did it with Empire was because Thomas convince us with the nice words about doing it with him and that could be done the next day in one day etc. Thomas told us that we can cancel if we want but that Empire will do whatever and will destroy my excellent credit that I have, leaving me with no choice just to deal with Empire just because I have work very hard to keep my credit the way it is and I felt threaten about my credit.
Like you can see I’m a very unhappy customer, I usually don't do any reviews and this is my first time leaving a review but is just frustrating what they did and now we are stock paying for a bad job EMPIRE did.
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"Another Reported Bad Company
Empire Today business hires sub-contractors that show up to jobs late, without complete supplies to complete jobs, no-shows, poor customer service, company requires payments up front, and customer service rep's are having customers contracts cancelled after filing a complaint regarding service. Contractors shows up to your home with family members who are not hired through Empire stating "there employee's" of the sub contractors but most are just family members coming along for the job without masks or proper foot equipment for carpeted homes. Covid-19 cases are rising in ALL states and countries and masks should be required. DO NOT HIRE THIS COMPANY."
"We called for an estimate for vinyl flooring and the sales lady came and informed us that a special was going on for 50% off so she measured and came up with around 660 sq ft then she said that the cost would be around $14,000 but with 50% it would be around $7000 now thats an inflated price , Home depot only wanted 4100 for the same job however, they had a 25-30 day window and my daughter was moving in by the 20th of Dec so I felt pressured to go ahead with Empire even though I really didnt want to because they could install the next week. Then the sales lady said we could put 2000 down deposit and pay the balance when the job was done. Would you believe the workers came to install and told me that we had to pay in full before they started work. I challenged it but they said it's their policy , then why didn't they just ask for the whole amount up front in the first place. However, I do have to say that the installers were great , it's too bad they work for such a bad company. We have other houses to do and our neighbors and family but no one I know now will ever use Empire Today again."
"Simply put after they got my deposit it was a game to them to try and get an installation done. All calls where sent to a voice mail and got zero calls back. The only line that answer the phone was if they thought I was trying to set up a quote."
"OMG ya'll do not do it. We spent 3k on carpet less than a year ago and it was installed so badly it had to be entirely replaced once already. A few months later and the seams are showing again and there are ripples throughout the room. Empire agreed to send a repair person again. My husband has taken off work TWICE to wait for the repair person, who did not show TWICE. The last fiasco was yesterday when they assured us the installer was coming but he called me at 4p and said he would come today. Here it is today and still no installer. Day 3 of no-show. I feel like I'm being punked."
"The worst company I’ve ever dealt with .. I dint even know where to begin ,, it’s a total disappointment, in every way "
"I signed a contract to have LVP flooring installed in my bathrooms and kitchen area. According to my contract, they agreed to remove and reinstall the 3 toilets. We told the salesperson that we intended to change out the toilets and install new ones. The salesperson said that would not be a problem as they would likely rather install a new one rather than a dirty one. When they showed up to install the LVP, they told us that they would NOT reinstall the toilets. We had selected Empire because they were a complete service. So, we cancelled the contract and asked for our deposit back. I spoke with Victor from their customer service dept who said that he would have to make sure that no work had been performed. The only work that their install dept did was put a water meter on the floor for a reading. They did not remove toilets or flooring. He told me that I would get my deposit back if no work was performed. That was 6 weeks ago and I have not received my money back. I have tried calling Empire but the calls go to a black hole. I have tried 3 times to reach customer service with the same result. It gets transferred, there is music on hold and then it goes silent. I have held on for 20 - 30 minutes waiting for someone to come on the line. Just crickets!"
"My husband and I were going through some tough times with my father in law in intensive care on the day of the first install. They gave us a time window of 8 am to 6 pm and when I told her of the situation with my father in law she said she would put us down for a morning install but couldn't guarantee it. We got my brother in law to stay and wait for the installers and when they came, the installer was asking for cash before he would do the install. We got on the phone and spoke with the finance person that we had placed the order with, Justin and he said he forgot to put the financing through and we needed to pay the remaining balance to the installer. I would never give cash to the installer, how do you know it is legit? I called Justin to tell him about my concern and he hung up on us. I then told the installer to leave my home. We got our money back and we will be doing it ourselves for a about 1/8 of the price of Empire. No one ever asked how can we make this right? No one ever showed empathy or appologized for the financing mistake. They are a horrible company! Do Not use Empire! I do not understand how they have stayed in business. I think now that we are coming out on the other side of the pandemic, their future is not too bright! How do have such terrible customer service and survive as a business? I don't care how great a product you may have, if I don't feel important to that business, I will take my money and my business elsewhere! "
"They showed up on the day they said they would and got 3 rooms worth of carpet ripped up and installed within 3 hours, for less then 2,000. installation team was very nice, helped us move heavy some heavy funiture out of the rooms and the carpet looks and feels very nice/clean"
"We ordered carpet from Empire Today, was supposed to be installed first thing Saturday morning, told us they would be first in line to pick up carpet. Called at 10:30 and said they couldn’t make it, no reason, but would install first thing Monday morning. Didn’t show, we called and called, would put us on hold or hang up. Finally I texted the rep that sold us the carpet. This is her response, “Hey I’m sorry about not getting back to you, I have been in a few appointments today. I have spoken with my manager and he confirmed that you are first on the list for install today. The last I heard, your install team was waiting in line to get their products put on the truck.” The installers finally showed up at 3:00, said this was their third job of the day and they just go where they were told! Nothing but lies and no customer service at all! Do not use Empire Today!"
"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."
"**** poor floor install, and when we complain about it they tell you to **** off.
First off the floor installed wasn't anything like what was advertised, but that's the least of our worries.
They make you sign all paperwork up front so if their guys screw you over, they say they have your signature that it's all done correctly.
We had a tile floor replaced and their sales guy quoted a new sub floor, but their idiot installers didn't measure anything during teardown and we had a floor installed in the foyer that was 3/4 inch lower than the rest of the house. 3 months later they want to charge us an extra $100 to "correct" their issue. By the time they responded we have already paid another company to fix their issues. And they're disputing the work being done as acceptable even though we have photos of all the bullshit they're trying to pass as completed work.
Plus it was floating tile and these dipshits ended up gluing and nailing it down. I found that when I was prepping for the new floor install the day before. Complete idiots.
**** empire. They're a **** joke."
"We went with Empire because of a couple of friends who had a great experience. We on the other hand did not. Our salesman did not take correct measurements to include hall closet and blamed me for that - yelled at me. I’m grateful though for the manager to complete the closet as we asked. Also the salesman stated Empire does not do baseboards when I’m fact YES they do. So Empire has to send the installers back but the downside - they sent different installers. Clearly you’d send the same group out who was working on a job to finish what they started. Not Empire they send out whoever is available which is wrong on every level. Unfortunately we will need to have Empire finish the rest of the house but if I had to do over - I’d go with another company. "
"Empire showed up without enough carpet to finish the job. Then they forgot about us. Many phone calls later we got a new installation date. Their inability to provide a reasonable window for installation time was hugely inconvenient given that we were carpeting a home that we didn’t live in yet and had to travel 2 hours each way.
I don’t recommend this company at all. We have used many companies over thirty years for carpeting and have never had a regret. I wish I didn’t involve them in our remodel.
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"I purchased carpeting from Empire Today and on the day of installation the installer damaged a very expensive glass table top. The company took no responsibility for it and, after at first telling me they would, they did anything about it and never returned any of my phone calls and the supervisory persons also never returned any of my calls. The table top cost over $ 600.00 to replace does business with them is is making a terrible mistake."