Empire Today
Reviews and Complaints

On September 14, 2023 I had Empire Today come to my home to give me an estimate on carpet and vinyl flooring. I knew I was gonna be comparing pricing being that this was my first time getting my floors done but the price I was given would only be valid if the offer was excepted and a deposit was made on that day. Estimate was $10918.80 and a deposit of $5460 was made. I read that it take 30 days for a refund it’s now October 24, 2023 and still no refund. Looks like Empire Today is sticking it to me cause of my decision to use another company.

On 10/16/2023 I had carpeting installed in our newly finished basement. The gentlemen that were her to install were pleasant - but they did a job on my walls with dents, scratches, and dirty hand prints on my newly sheet rocked, newly painted walls. I called customer service and was advised the contract stipulates that you may get some scratches … which I get … but this was excessive.

The sales people that came earlier were excellent too.

This is an unfortunate situation as the carpeting looks great, but the wall damage has soured our experience with you. I will now pay my contractor to redo the painting, at my expense because of the actions of your agents.

I contracted for carpet and floor installation on Sept 6 with the Empire representative who then measured and wrote up the contract. Empire showed up on October 4th with carpet BUT did not have the flooring material. The carpet was installed. I was told that the warehouse had moved and this created a problem with flooring inventory. They made an appointment for Ocrober 14 to do the flooring.

No one showed up on October 14th, and there were no messages. I made many calls to customer service to fiind out what had haappen with the schdued istallation. I then got a call on Monday October 16th telling me that they had the flooring and were not able to do the installation.

The installers showed up on October 18th. They started workiing but they did NOT have enough material to finish the floor AND they did not bring the correct trim/edging color. I was told there is ample flooring material and trim material avaiolabe int he warehouse and the job can be finished easily.

I have made numerous calls to resolve this situation but have not had a single response.

I expect the flooring to be completed tomorrow October 20.

If not I will file a complaint with BBB, the CO Attorney General, and Tom Martino's consumer complalnt talk radio show.. I will also post notices on every social media site and the neighborhood community bulletin boards about my horrific experience.

I am ready to hire a lawyer and sue for physical and emotional damages. I am a handicapped senior citizen and this situation has caused damaged my health and caused great stress. The house has been disrupted since Sept 7th, I can't clean or cook and am confined to my bedroom.

I hope we can resolve this issue asap.

Diane Grove [protected]. [protected]@aol.com. 2084 Elm Street, Denver, CO 80207

To Whom it may Concern,

I had carpet laid in Nov. 2022 though your company,

I also purchased a protect plan for stain,

I noticed that I have a stain where my rocker recliner set,

I have called numerous times, and have left numerous messages, But When I do speak to someone, they keep telling me, that some one will return my call with in 3 days, This has been going on since the end of Sept 2023.

No one knows what is going on,

I'm trying to get the stain taken care of

Elizabeth Tegenkamp

In 2021 we had lvp flooring put down throughout our house we started noticing buckling in the floor and one area where our floor was coming apart in one section so when we called empire to file a claim on our floor it took weeks before we heard from them so then they sent a inspector out to check our floor for moisture we said what moisture this is waterproof flooring this is also in our bathroom so we called back and they said that the inspector said it was moisture related we didn’t accept that so they sent another inspector out a second time and he said it was installation problem so empire called us and said that they were going to replace our floor for free and they called and set an installation date and time so this was to take place on october 6th 23 so they sent a guy out with samples of flooring and told us we would have to pick a different color flooring because our floor has been discontinued so we picked another color and we moved everything out of the way on oct 6th 2023 the crew came to put the floor down and came in with a long level and said to us our floor wasn’t level and we would have to fix our subfloor before he could put down our floor so 2 years ago they came in never put a level on our floor and never put any pro patch down at all my house is 25 years old all of a sudden 2 years later they are saying my subfloor is unlevel imagine that in 21 they had no problem putting this floor down and charging me a lot of money and they were not worried about my subfloor then I have tried talking to them and I haven’t got no where I would never recommend empire today to nobody i’m to the point i’m going to hire an attorney to just get my money back

We purchased waterproof laminate and the day of installation a substitute product was delivered and installed. We spoke to our salesperson and were told this was simply the next boxes in the supply chain. We were not told the switched product was water-resistant. Further, the quarter-round installed was not what was selected. We attempted to contact the main office and never got a response.

Empire Today installed Galewood series vinyl Plank flooring in our house (1,200 s ft - cost 8.1k) with a "lifetime" wear and structural warranty in September of 2021. The prior laminate floor was fine - 4 worn boards that could have been replaced - but was an ugly yellow. Empire removed old laminate and installed vinyl flooring. We bought a new vacuum, use only Swiffer, and got new feet and rollers for all our furniture - based on what we were told the warranty required.

A few months later I called because the floor edges were starting to pull up in a few spots. The person who led the install team came out and said there were NO on-site issues that would cause the problem and that they would have someone call to schedule a warranty repair. A rep called a while later and said it would cost $600 to repair because of ‘site damage’. I said there was NO site damage - and I cited all the info above. I asked if they would escalate.

In May of 2022, they called to say a manager was going to come out and review the floors. I asked them to proceed but they never came out and I got preoccupied with my son's graduation, college prep, and my leukemia treatment and didn’t call them back for another several months to check on things.

I have been arguing with them since. They WILL NOT send someone out to review the floors unless I pay upfront even though I have the active full warranty. The last thing I heard from them was that I could hire a house inspector to look at the floor and IF they said the floor issues were their fault then they would send someone out to review. It’s been a total nightmare and now my floor is pulling up everywhere. Numerous people have said the floor was not properly handled by them prior to installation, causing the issue. We have throw rugs all over so that no one cuts their feet. It is causing us all significant stress and frustration to have spent all this money with a company that is supposedly reputable only to find out they are a FRAUD!

I had a salesman come out for an estimate, I explained and talked with him in detail, about the color I wanted. I explained that I need a carpet darker than what I had, I explain that my eyes can not see color to clear, but I wanted to make sure the carpets was darker, he explain the carpet he showed me was darker than the carpet I had.

After, the carpet was installed you can see that is lighter than what I had, I also called the office and explain that the carpets that was installed have a seamstress that you can see.

I also explain that the two installer never indefinite themselves, ask to use my bathroom. Very poor communication. Also they completely the job, left, never said they were leaving.

I called your office spike with Mr Core Clark, who stated that another sale person would be out today, which no one have contacted me, I also spoke with someone name Brian, who stated someone would call me, and come by today, I stayed home for nothing.

This is sad that older people is being given the wrong information. Maybe my local new state can help, if I do not get any help from you.

I would appreciate help with this problem.

My contact information is [protected]

[protected]@yahoo.com

3 bedrooms carpeted. The installers were very courteous and professional. However, the carpet in my master bedroom has a seam right in the middle of the room and is very, very noticeable. I questioned why it was cut in the middle instead of in the back of the room where it would not have shown or been noticed and they said they were just following directions. Who and why would a carpet be cut in half in the middle of the room? The seam could have been in the back! I have called 5 times now, sent a note to have someone contact me and I hear nothing! The installers were just doing their job, I understand that. But when it was done and I questioned it, even they didn't understand why it would have been cut in half! I'm most disappointed in the lack of concern by Empire to correct this. When I asked to have an installation manager come look so they could see how awful that seam looks, they just sent the same installers back! It's not right that there is a noticeable seam in the middle of my room! I would ask you...would you accept that in your own home? I would appreciate actually hearing back from Empire concering this!

No response from customer service. More than 4 calls with promises to hear back within 24-48 hours. No follow up what so ever. Part of the work was not done. Why would I be charged the entire amount? Empire owes me the credit for not installing the floor in the foyer, the closet, and the hallway. Those areas were on the agreement, but on the day of installation, Empire indicated they could not install over the ceramic tiles. they checked with finance and said this gives back credit of $1600-$1800. They did install an underlayment for about $400 as the salesman told me during quoting. He said, if it is needed, it won't be over $300-$400 at the most. Empire did say they would issue a credit with the difference and the salesman said, "Sign for the work so it is not delayed and I will work on the credit for you. I have never heard back. I want my credit back.

Please know that the complaint regarding the carpet fiasco on 8/15/23 has yet to be resolved with Empire Today, as no one from the company has directly contacted me to date via telephone, email, or any other medium about a resolution or even when to expect a resolution. Their response on this public forum is the same "general" response given on other public forums to which I have submitted a complaint. Empire Today asked for my account information which it already has on file, as my complaint is well documented with their company.

Thank you,

Take Action2

I got my carpet installed in April 2022 and a few month later I noticed buckling and rippling in one room. Then more rooms started to buckle, rooms that aren't even in use...I live alone so I know it's not too much traffic causing these. Now every room in my house has these buckles to where I trip over them! This carpet should not do this so soon. Maybe if it was 5/10 years with lots of wear I can understand this. I called and was told I have to pay $700 to get it fixed since I'm out of warranty. I think this is wrong as like I said I live alone and rooms that I don't even use are buckling too. The Customer Service representative that I spoke to was not very nice and of course I became rude myself when they didn't even acknowledge this is probably from a bad installation and just said I have to pay to get it fixed. I am so very disappointed as I paid alot of money to have my house carpetted and now I have to pay for someone else's bad work.

We had LVP installed in our new home in 10/2021. We were sold a floor we did not want because the style we chose was "stuck in a shipping container" and did not have an estimated date of arrival. We needed to have a floor installed in our new home before we moved in with our toddler and newborn. Therefore, we had to choose a second option although Empire Today guaranteed they would install our floor before we moved in. We were told there was a lifetime warranty on the floors we purchased. We started experiencing lifting of the floorboards by 01/2022. When contacting the company they said the warranty had expired and we would have to go through the distributor of the floor product. At this time I now have at least 20 spots where the floor is lifting, multiple scratches and even a floorboard that is CHIPPED. When the representative came to our home he said the "moisture" reading was too high and this caused the issues with the floor. However, the moisture level in the children's rooms read appropriately and floor boards are lifting in there. We have laminate in our bedroom and there is NOT ONE ISSUE. This is disgusting customer service. The representative said he would need to take out a FULL circle of the flooring and have us pay to fix it. We want Empire Today to pay to fix it and pay a NEW company for NEW flooring because of how TERRIBLE they are. WORST decision EVER.

We wanted new flooring. After calling several companies and got their quotes, even though Empire was the most expensive, we decided quality over price. We wanted to think about adding another room and told it could be added to the contract later.

Our problems began with the subcontractors. A Hispanic couple arrived early in the day. Couple as in husband/wife. He spoke almost no English but began work immediately. We did our best to make sure we were getting it done according to the work order.

He telephoned his manager or so he said. He said his manager said not to do it and refused to remove the existing floor. His explanation was that the new LVP would stick and ruin the floor. My argument was if the plastic was put down first then the new floor would not stick.

They were here the entire day and late into the evening. Our salesman came to have us sign a work order to include another room and spoke to the installer in Spanish, ignoring our questions but told us we would be reimbursed for the work/materials not done.

After he left the installer asked us who he was! If they didn't know one another then what did they talk about? At one point he told us he never received the work order. Later he told us he had one on his phone.

A few days later we noticed a place in the floor that we were very specific about correcting. Because it wasn't, the problem was transferred to the new LVP. Over the following days more flaws appeared. The floor is failing.

Enter Customer Service. "Blah, blah, blah, bla, we are sorry for your inconvenience and will expedite your problem. Here's your reference number and have a nice day."

It took about a week to get a reply. We were told they would send out an inspector for us. The inspector they sent was the original installer who drove 90 minutes to speak to us for five minutes. (Note: His English was MUCH better that day).

About 3 weeks later they sent out another inspector who told us that the floor would be taken out and the tiles under removed.

Relieved there was a solution he included a "But . . . "

At our own expense we would have to hire someone to install a new sub floor! Well there's some fine print for you. They left. I emailed the person we had talked to originally and as far she has not replied. Actually no one has.

Would I recommend this company? No, you would be better walking on dirt.

We paid for expensive LPV. In addition we paid for them to remove the vinyl tiles, bumps and imperfections which would be filled by "Pro Patch" then a plastic moisture barrier over it before the new LVP was put in.

Carpet Installation Fiasco with Empire Today

On 8/15/23 at approximately 12:15 pm, Eric, an installer with Empire Today arrived to install carpet for my three bedrooms.

Problem #1:

Upon the pre-walkthrough, he did a remeasurement of the rooms and stated that he did not have enough carpet materials (including padding) to complete the job. He called his supervisor, Jamie, to discuss the matter with her. I also called the Customer Service Department and spoke with Tiffany. She completed two service tickets—one for material shortages (1-[protected]) and the other for next day-same day service (1-[protected]). I asked to speak with a supervisor or manager. Tiffany transferred my call to Shannon, which was no help at all. She basically just reiterated what Tiffany stated and offered the number to the Installation Manager, Jamie (877/588-2894 EXT 2827).

My Recommended Solution:

A. I asked if I could pay towards the remaining balance due of $2,117.50 and allow the installer to complete the job with the materials he had on hand and reschedule a date for him to complete the job. (Note: I was willing to pay $1,000.00.) I was told that according to Empire’s protocol that that was not an option.

B. I asked if I could cancel. I was told that I could only cancel within three days of the initial contract date. So, basically, I will forfeit a chunk of my initial $1,000 deposit.

Moreover, I called my Sales Representative, Cole. However, it was to no avail. He basically stated that once the sale was made, my account was delegated to the next department to handle and that his hands were tied.

I informed the installer that I will proceed with the installation and paid the remaining balance of $2,117.50 and received an authorization number of 347804. However, to date, I have not received an email confirmation of the payment transaction from Empire Today.

Problem #2:

The installer proceeded to install the carpet in the second bedroom. I was watching a movie in the living room and noticed frayed pieces of what appeared to be gray carpet that dropped on the floor. I proceeded to the second bedroom to further investigate. As I suspected, it was indeed GRAY, which was NOT what I initially ordered. I ordered Elliston Atrio, which is a brownish color to match the color scheme already established for the bedrooms. Also, the texture of the carpet that was installed was not plush as the sample that the sales representative provided on the date of the sale (7/29/23). I suspect that the carpet delivered is a lower grade and I am a victim of a “bait and switch” sales tactic.

I called Customer Service for the second time and spoke with Sherry. I informed her that the carpet that was delivered and installed in the second bedroom is NOT what I ordered. She apologized and completed a service ticket [protected]) and stated that my account would be escalated to a manager and that a manager would call me back. In addition, the installer called his Supervisor, Jamie, and informed her of this second dilemma. Since no form of management was returning my calls, I asked the installer if I may speak to Jamie on his phone to determine a resolution—a new carpet installation date. Upon speaking with Jamie, she stated that the earliest that she could get the CORRECT carpet (Elliston Atrio) would be Friday (8/18/23) and that I would be scheduled for a morning appointment.

On 8/16/23 at approximately 9:55 am, I called Customer Service to confirm the NEW carpet installation appointment. I spoke with Ben; he confirmed that the NEW carpet installation date is August 18, 2023, in the morning.

I also stated to Ben that I have not received a call from any form of management regarding my several complaints Tuesday. He apologized and transferred me to Anisa (Customer Service Supervisor). I informed her that I spoke to Shannon (Customer Service Supervisor) Tuesday and that I needed to speak to a higher form of management. She transferred the call to Austin, Sales Manager in the Memphis, TN, region. I discussed my several grievances with Austin and texted him a picture of the INCORRECT gray carpet that was delivered and partially installed on 8/15/23 at the number he provided (901/623-6918). He apologized and confirmed that the new carpet had been ordered and that my installation is scheduled for August 18, 2023, in the morning.

On 8/18/23 at approximately 8:05 am, Eric, the installer arrived to install what was supposed to be the CORRECT carpet that I initially ordered. Upon inspection of the carpet, it was NOT the same color or grade of carpet that the salesperson (Cole) sold me. This appears to be a bait-and-switch tactic. I asked the installer to call his supervisor to discuss this matter. Meanwhile, I called customer service and spoke to Rama. I immediately asked for a supervisor, so he transferred the call to Shannon, who was NOT helpful from the previous call on 8/15/23. I tried explaining my situation to her and she kept talking over me. The conversation escalated, and Shannon hung up on me. I called back and spoke to Kelsie and informed her that I wanted to cancel and preferred NOT to do business with Empire Today. She informed me that Empire Today would TAKE 25% of the total cost of the project ($3,117.51), which equates to $779.38. She stated that a manager would be contacting me in 24 hours and that I should receive an email regarding the cancellation of the order. I informed Kelsie that her words were NOT reassuring, seeming that I have NOT received a call from ANY form of management regarding the fiasco on 8/15/23.

This injustice continued to gnaw at me, so I called back and spoke to Alex and reiterated the whole story for the umpteenth time. He stated that my account had been forwarded to the “main office” and gave me a reference number for my cancellation of service request (1-[protected]).

Thus, I am FORCED to ACCEPT the gray carpet that I DID NOT order, as the installer had already disposed of my previous carpet on 8/15/23. Also, Empire Today is confiscating nearly $800 of my money because I cancelled outside of the “three-day” timeframe. Empire Today's unprofessional service coupled with gross errors are the reasons why I decided to cancel and take my business elsewhere.

This is all out ROBBERY! The level of customer service at all levels, especially management and sales is by far the WORST that I have ever encountered. LOUSY! I hate that I was ever referred to this company and will NEVER consider them for any future projects!

We had lvt placed in living room and dining room in june 2022. The two men they to install were hispanic, which is fine except one spoke no english and I couldn’t communicate but I thought that’s ok, the salesman said we had 5 year warranty for labor and product, and a 25 year warranty on product. Sounds good since we paid $11,500 for these floors which is really high but I thought the warranty was worth it. Called yesterday to see if someone can come out because there is a gauge and a chip in two separate areas, but the main problem is the floors are spacing apart so bad the boards are literally starting to come up. The grooves are not even together. Not only that but there is bubbling and two of the boards have split and have strings hangin of. Ive had this floor less than two years and it is trash. We are trying to sell house next year but the floors are an issue. When I called to have someone come out and just look, customer service lashay teasley told me they were my fault and that they would not be covered and refused to even have someone look at it. She transferred me to another person who told me. None of this would be covered and they wouldn’t be willing to even send anyone to look at it again. These floors haven’t even been in for 2 years and they are trash! The installation was bad but aso this material has wrippes and torn and scratched! It’s supposed to have a 25 yr warranty on product. I feel lied to and cheated! Please look at photos!

Empire will not return my $1,500 deposit on my flooring project of 6/2/23.I wasn't given a contract.I signed one line on salesman's tablet and was led to believe it was for my deposit. I had picked a color Astoria heights. I was told it would be put in that Saturday. I received several emails rescheduling the job and one due to stock issues. One Saturday I waited at home and no one showed up then had another email cancelling. I have emailed, called, held on phone for 45 minutes waiting for manager. I even have my bank reaching out to them for my deposit 7/27. I told them I wanted to cancel the job because they are not abiding by our agreement as I was promised a product for my daughters room and hall but I instead received many emails promising me another date and time. This happened 7 times then would get emails stating they could not get me. Then received one asking why I did not purchase the flooring and then stating cancellation. Most expensive emails ever. I was told I could get my deposit back by calling customer service from the salesman but could not get to speak with him again even though he told me to ONLY call him if there is questions or concerns. He was clear stating there would not be an issue in the event I needed to cancel and my deposit would be refunded. When I received the cancellation I was under impression my deposit would not be far behind but have yet to receive.

Incident:July 22th 2023 Time: 9am

Work crew came out to installed Laminate flooring in my family room. They damages the rail on my sliding window door, My wife and I are both senior citizens, we both have arthritis in our hands and wrist.The door is very difficult to open after the damage.My wife can't open the door at all. Hopefully we don't have an emergency and need to excited threw the sliding door.