Empire Today
Reviews and Complaints

September 9th, 2017, FG20844-4850127, Service Number 1-[protected]
Poor Quality - We were told by Sales Person this carpet was an upgrade to what was here However, not even 5 months and loops are coming DE-attached from backing (old glue) and if not caught in time snagging. The day of install the installers was cutting loops with scissors. We have been in contact with local area market Eagan MN and have talked to all three employees Nate, Chris and Rob numerous times and Nate & Chris have been to our home and took pictures and nobody seems to care! On 11/15 Rob stated that they had a system upgrade and all inspections were lost but not to be concerned they were backed up and we should be hearing something in the next few days. As you can see it's almost been 3 months and this warranty problem still exists and nobody from the Eagan office is doing anything about it...unprofessional!

I request to have laminate flooring My mirror has been damaged we noticed when looking over with the 2nd installer due to the 1st had left nor did he advise was damaged The 2nd installer said would be back to repair mirror& bring his friend he several text saying they would be out but hadn't called back So I called empire made complaint & Brett called me back saying that he would send out someone to repair mirror same installer came out took measurements & said he would call back never called back so I called empire back this is 2nd week of Nov now spoke with a Brandon he said to give about 1 week & he would followup well didn't hear from him or anyone from empire so another has past nothing again so the following week I received a bill still incomplete job & damaged mirror that has not been repaired So I'm on the phone again to empire 1st rep hungup & called back 2nd rep switched me over to Brett stating that notes on account have eta 12/4/17& he would have to call me back to confirm & I told him he told me that before he said he had never spoken to me but I write names & I know he was the 1st person I spoke to that didn't seem to concerned I just don't think fair that I receive a bill with a damage mirror & still needs to complete flooring around mirror I would like my mirror repaired & some compensation applied to my bill & to stop getting run around when I call Empire Please help

I recently contacted Empire Today to get some engineered wood flooring installed in my home. The salesman "Frank Fallen" arrived and was full of smiles. He measured and inspected the area to have the floors installed. I choose the flooring I was interested in and was quoted $3, 750.62 for the full installation. (Carpets were already removed and area was clean). The installer arrived on schedule and advised that the floors were out of level and the salesman should of told me this. Frank forgot to mention that the carpet removal and cleaning was "included" in the original quote. So, the six hours of work between three people was all done for no reason. There was no credit or even a word that the company would of done all of this work. Instead, I was still charged for this extra work that was not completed by the company. The installer/contractor/called me and stated leveling the floors would be an additionally $800.00. $800.00 for three hours of work with one person. The contractor manager conveniently ignored all phone calls and requests to talk while the installer was at work. I was later advised through a voice mail the bill would be $3, 750.62. Approximately 2 months had passed and I had not received any further calls, mail, or emails for any statement. After 5 hours, multiple days of calling and not getting anywhere. I was finally told they had my address and name incorrect and I could not get my statement...REALLY!? I can't even pay my bill? After another few hours of being on the phone I was told my balance was now $4, 575.62 plus a $27.00 late fee... Empire continues to avoid any conversation about the mistake and overcharging of their service. DO NOT USE THESE PEOPLE!

I ordered a carpet at home on Oct 31, 2017. I paid the whole total by personal check and was told it would be delivered on Friday Nov 3, 2017. I received a phone call saying it would come in the afternoon but didn't give a time frame. 5pm came and my husband called and was told they can't come that day because they don't work at night! Delivery was rescheduled for Monday November 6, 2017 in the morning. We got a phone call this morning Nov 4, 2017 saying the order wasn't confirmed and won't be coming until Tuesday Nov 7, 2017. I cancelled the order and am waiting until next week to talk to someone about cancelling my check. We needed the rug before my mother moved into the bedroom Nov 4th. That's why I shopped at home! It was very inconsiderate of them not to call us after we waited all day! Not even the salesman Nick called to tell us the carpet wasn't coming. I will never use them again!

2 year old floors turning black. Moisture readings and slab leak done per San Diego office request. Floors did not have proper moisture barrier placed by installers. We have placed complaints and paid for reports as requested by Bret Dolch in San Diego office. Tried numerous times to call and no answer. No return calls after messages left. Have placed complaint via copies of reports and photos to corporate office, no customer outreach. Totally dissatisfied with customer service. Poor management in San Diego office. Totally unsatisfactory mistreatment by corporate and local offices.
Nicole and Wade Wendell

Per the contract signed on 07/27/2017 with Empire Today, activity ID 1- [protected], the company was supposed to install Newport 3.25 hardwood for 2 rooms: living room and dining room in my house at Woodridge, IL 60517. However, the installation was done with a sub-standard and inferior quality hardwood, namely, Armstrong Bruce 3.25, APK3416LG.

The installation was completed on 08/01/2017, and from the day one, I have started observing multiple scratches and chippings all over the newly installed floor. Accordingly, I have called Empire Today to visit and to address the issues. The company has asked the installer to do a touch up work which has been completed. However, even after the touch up, I have observed new scratches, marks, and chippings. Meanwhile I researched the (installed) Armstrong Bruce hardwood complaints on the internet and I have found that it's a sub-standard and inferior quality hardwood which is easily susceptible to scratches and chippings!

Upon making further contacts with the Empire Today Customer Relation section, the company has sent an inspector for having a fresh review and assessment of the repair issues. Accordingly, they have agreed to replace about fifteen (15) plus wooden planks and an offer of $ 500 for the inconvenience. I have turned down this offer, as it would only address the current problems but not the major issue of installing an inferior and sub-standard quality wood which is susceptible to marks, scratches, and chips off. Moreover, replacing a few of those wooden planks is more destructive and is not a seamless operation.

On my part, I have asked them for a simpler solution - to provide a Buff and two coats of water based polyurethane coats which could shield the surface from further chips off and marks. I am yet to hear from the company on this proposed solution!

Empire Today Time Line
03/27/17 Carpet installed at 27519 Silver Cloud Ct, Corona, CA 92883
04/13/17 Empire sent installers back to repair open seams and other issues.
05/01/17 Empire Field Representatives came out to assess issues still not addressed. Took pictures and sample of padding. Stated that the padding installed was standard padding not the upgraded padding that was purchased.
05/05/17 Spoke to Francis T. Betancourt/Customer Services Rep. with Empire regarding Empire Field Representative’s findings. No update in system. She will follow up and get back to me.
05/12/17 Spoke to Francis T. Betancourt/Customer Services Rep. with Empire regarding Empire Field Representative’s findings. They suggested having the carpets cleaned. Told her that as not acceptable. Carpet is showing premature wear and has runs in two areas as well as seams showing, and dips and uneven carpet levels due to cheap padding. Paid for upgraded padding. Sent Francis pictures of carpet runs and where the rep took a padding sample.
05/15/17 Spoke to Francis. She received pictures and stated she would forward them to the warrantee department and they will contact me directly.
05/29/17 Emailed Francis for update. No reply.
06/06/17 Spoke to Francis. No update at this point. She stated she would send another email and CC a supervisor.
06/07/17 Called a left a message for Francis and Linda Castro the Customer Services Manager.
6/07/17 Spoke to Dre/ Representative with Wells Fargo. Filled a claim for the reimbursement of $3, 405.00. Claim# [protected]. Claim unit rep will be in contact if info is needed.
6/10/17 New carpet run developed in hall way from vacuuming.
6/19/17 Have not heard back from Francis T. Betancourt/Customer Services Rep. with Empire regarding Empire Field Representative’s findings.
9/1/17 Received email from Well Fargo that charges will be reversed. Case lost.
9/1/17 Received call from Carmen with Empire that they would like to schedule an inspection.
9/11/1/7 Rep was to come out for an inspection. Francis from Empire called to reschedule for 9/12/17. Stated they are just coming to obtain a carpet sample.
9/12/17 Rep arrived, limited English was spoken. He did not understand why he was sent. He called his boss to get reason for visit. Carpet sample and padding sample were taken. Rep took multiple pictures of defective areas with cell phone.
9/19/17 Followed up phone call to Carmen at ext.3754. she will speak to Francis regarding updates and have her call me back today.
09/18/17 Credit Reversal [protected] $3, 056.00
9/20/17 Left a message for Francis at ext 3192 to call me back.
9/22/17 Left a message for Francis at ext 3192 to call me back.
9/25/17 Left a message for Francis at ext 3192 to call me back.
9/29/17 Left a message for Francis at ext 3192 to call me back.
10/2/17 Left a message for Francis at ext 3192 to call me back.
10/3/17 Left a message for Francis at ext 3192 to call me back.
10/3/17 Spoke to Quinton Hall/Serv Mgr at ext 5618. Carpet test has not come back yet. He will follow up and find out what the next step is. He said it was sent out to the manufacture for testing. If it is found inferior it will be replaced. Results may take up to 2 weeks. He will follow up with company and report back to be tomorrow.
10/4/17 No call from Quinton
10/5/17 Left a message for both Quinton and Francis requesting a call back and update.
10/18/17 Left a message for both Quinton and Francis requesting a call back and update.

Carpet issues not addressed by Empire
Carpet has defect areas in pattern (picture # 1 included)
Carpet padding is not as ordered. Rep removed corner for sample. (cheap/thin/no body) (picture # 2 included)
Carpet appears dirty in areas, also glue on carpet from installers (picture # 3 included)
Carpet showing unusual premature wear (picture # 4 included)
Carpet runs in 3 areas of house (picture # 5-7 included)

This is the 3rd time we have used empire for flooring and this is gonna be the last time. The guys got here at 10am this morning and didnt leave until 6 30pm tonight. They job they had was only a 45 minite job. An hour after they got here they said they had to leave to go get a saw. They were gone for hour and a half and then i called empire and they called the workers and asked them to call me. They called me and said they would be at lease another hour and a half because they had to go across town to get a saw from their home. They were gone 3 hours and then came back and ran out of flooring at 6pm and said they will be back at yam tomorrow morning. I am furious and we already paid them before they started. My hallway is half done and looks like crap. I have pictures. I want at least half of my money back asap! They messed up our newly done paint job also. They cut holes in my walls.

the theft took place 3/30/17. there were 2 crews of 3 installers each. I have spoken to your customer service reps from 3 different states. everyone passes the buck and hopes I "go away". one rep, a woman named JEANNI, said it is now between loss prevention and the detective handling my case. she told me not to call anymore. I was given a ref # of [protected]. the detective investigating is Thomas Henry. phone [protected]. fax [protected]. e-mail is Thomas.[protected]@SuffolkCountyNY.gov. Detective Henry said he has gotten little to no cooperation from empire today and the people you contract with to install. the engagement ring was purchased 12/24/73. the est. value of the ring is $4800., insert $1700.= $6500. total. a desirable resolution would be to have my wife's ring/insert returned. a second choice would be to reimburse us the replacement value.

Your company is a joke. Your salesman came out to my home. I told him that I wanted to replace my bathroom floor but there were soft spots by the toilet. I was pretty sure the subfloor needed replacement as well. Your representative said no problem. He showed me samples and I picked out a floor covering. The day of installation two non English speaking gentlemen came and looked at the floor, threw their hands up in the air speaking only to each other and left. I tried several times to communicate with them to no avail. I followed up with your company and they said that I had to get a contractor out to do the subfloor that the joist needed to be replaced also. I don't know how they knew that when the workers never pulled back the existing floor nor did they go in the basement to look at the joists. I have since had it looked at and the joists DO NOT NEED TO BE REPLACED. At any rate your salesmen misrepresentative your company and said you would do work that you couldn't or didn't want to do. YOUR LOSS CONSIDERING I AM HAVING ALL MY FLOORS REPLACED WITH HARD WOOD. YOUR COMPANY IS HORRIBLE AND TO DATE I STILL DON'T HAVE MY DEPOSIT BACK. ENOUGH SAID. EVERYONE NEEDS TO AVOID THIS COMPANY. JOAN SMITH

Do not purchase pet proof carpet from empire today!
Let me share my experience.
On 6/26 this very nice sales lady named angela pittman from empire today came to my house. She said that the empire today pet friendly pup pet urine protection carpet I was purchasing I would be able to clean up myself and it would not leave stains or odors behind. I said are you sure? Yes, don’t worry about our empire today pet friendly pup pet urine protection carpet. I also explained that I would need a transition piece to match the rest of the flooring in the house.
On july 7th the installers from empire today came to my house. First words out of their mouths, “I am not sure if we have enough of the empire today pet friendly pup pet urine protection carpet for this job” this should have been my first sign. They finished, I explained to them that they had the wrong transition piece installed. Their comment was, “you have to call the office”. I called the empire today office and got the run around for about a week. I figured it would just be easier to go to my local home depot or lowes and get the piece myself.
I have an elderly dog as well as a young puppy and as you all know poo happens. I follow the sales ladies from empire today instruction and try to clean the empire today pet friendly pup pet urine protection carpet myself. Needless to say my stairs still smell like i’m walking through urine. This is beyond disgusting.
I call the empire today main office. The empire todays main office gave me the song and dance about how they will take care of the issue with the empire today pet friendly pup pet urine protection carpet and pass it on to the right person. I should get a call the next day. No call came. Imagine that. I called empire today back, they said we promise someone will call you tomorrow. Someone from empire today finally calls, gave me the same song and dance. It’s like empire todays customer service is reading from a script. Yesterday I called empire today again, supposedly talked to a manager. He says no one is in at the local empire today office to take the call but someone will be calling me. At this point I schedule a sales appointment with empire today. It’s was amazing someone from empire today was able to come out that same day. My thought was great empire today can sell me carpet, but not fix their empire today pet friendly pup pet urine protection carpet.
Amanda from empire today, the nice sales lady shows up. I explain the issue I am having with empire today pet friendly pup pet urine protection carpet to her. She did acknowledge that there was a problem. She calls her manager. With a look of utter sympathy she says you have to have this professionally cleaned before we can do anything. I said so every time my dogs have an accident on empire today pet friendly pup pet urine protection carpet I have to call a professional? She said yes. She apologized that the angela did not explain that to me when she sold me the empire today pet friendly pup pet urine protection carpet, but there was nothing further she could do.
Around 6 that same evening I get a call from michelle at empire today. She apologizes for all the different stories I have received from empire today regarding empire today pet friendly pup pet urine protection carpet that most certainly there is something that empire today can do to help me. She said that all she needed to do was look up the warranty for the empire today pet friendly pup pet urine protection carpet. Amazingly enough, she was having computer problems. She promised to send her information to me via email and I would get a return call from her the next day. I did not get an email or a return call. No surprise there. I gave it one last shot. I called and spoke to michael got the same script again.
I would never purchase flooring of any kind that only a professional must clean. I guess empire today expects me to shell out $125.00 every time my dogs have an accident on their empire today pet friendly pup pet urine protection carpet not only that, but to have to wait days and just live with the smell of dog pee for that long. Why does empire today bother selling empire today pet friendly pup pet urine protection carpet when empire today will not stand behind their products? I don’t feel like I should have to do the labor to fix empire todays mess. All I want is for them to take the empire today pet friendly pup pet urine protection carpet out of my house and give a full refund.
If they sell empire today pet friendly pup pet urine protection carpet, empire today should stand behind the empire today products.

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**LOW PRICE GUARANTEE: If within 30 days of placing your order, but no later than one business day prior to installation, you receive a lower price for substantially the same product and installation, Empire Today will beat the price. To qualify, you must provide Empire a written estimate on the letterhead of a licensed competitor, including product name and price, product weight, style type and fiber content, thickness, plank width and an itemized listing of applicable warranties and/or services for comparison. Empire has the right, in its sole discretion, to determine whether the written estimate qualifies for the offer. Empire will not match a competitor's bonus or free offer, special offer, rebate, financing offer, clearance or closeout price, or installation special. Subject to change.

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Empire Business Development Executive, my name is Ira Williams, retired IBM executive.

I am on the Board of Directors of TRC Inc [The Renaissance Collaborative Inc. a 501c3] in the Bronzeville section of Chicago. We provide housing for the chronically homeless, housing for low income seniors, re-entry employment and supportive services.

You can learn more by visiting:
www.trcwabash.org

We have a "TRC Holiday Bazaar 2017" online in November and December. We will begin broadcasting to "50, 000+ emails" a week, from mid October to the end of the year, to our many supporters.

Our audience/supporters will be an ideal audience for "Empire." We have the following opportunities for you if you sign up prior to October 15, 2017:
A. Major Sponsor [4]: $25, 000 intended for major local corporations.
B. SIZZLE [10]: $5, 000 intended for national brands like Disney.
C. Gift Cards [50]: $2, 500 intended for companies with Brand Names like Best Buy etc. that understands that Gift Cards are a major ask during the holiday season.
D. Electronic Products and services [10]: $2, 500
F. Travel related [10]:
G. Personal Services [50]: $1, 000 intended for any personal service.
H. Restaurants [50]: $1, 000
I. Display with ability to sell products [25]: $750
J. Display Ad Large[25] & Small[25]: $500[Lg] & $250[Sm].
K. Churches Large[With Name & Picture] & Small[Name Only]: $2, 500[Lg] & $500[Small].

Empire, I consider you a major flooring and related products company in Chicago and will design a way for you to support us that support the least of us. Design your ideal deal and pricing and I will make it happen, hopefully before October 15th.

Regards,

Ira Williams II
Board Member
[protected]

We have used Empire in years past, very happy.
Called for Carpet/Lino install in a rental. Next day install as advertised, no way. It was two weeks! Carpet sent out only enough for part of the job. We called The Scheduler to find out what was to be done, he said what can I do? Do you want bedrooms or living room done (his tine was as if the problem of short order was our doing rather than his company. Then he simply stop taking any calls from us (poor business method). The job was finished, we were promised refund of part of the money as compensation for delay to complete. No money yet, I cannot find a corporate contact. I need that as the local complaint number is the same as the rude and non professional Scheduler. Does anyone have a corporate contact name and number?

After wanting to install a hardwood floor for about 10 years we finally decided to do it after researching customer service/pricing/company reputation and decided to go with Empire Today. They were also running a special half off at the time. We called and got a quick appointment. The very friendly and smooth talking salesperson came to our home where we decided which flooring to go with. I even asked my sister to come over to help with it. We ordered the flooring having to take out a loan in order to do so. Installation was suppose to take 2 days according to our salesperson and ended up taking 4 days with them still not being finished. Let me be clear the installers were very friendly and courteous. However there was a language barrier which was not a problem the first day when someone who spoke English came with them but the days that folllowed he did not come. Several follow ups were scheduled to fix mistakes however the installers either brought the wrong materials or not enough of the materials to complete the job. Once complete the floor looked great! However, we immediately noticed a crackling or it sounding like walking across broken glass whenever you walked on the floor. Not knowing the material we thought it may be normal and just may have to settle but after 5 mos we decided to call and complain. We have called several times and always get the run around from customer servive. Someone will contact you, etc. We have tried since August to have someone come and look at our floor. Even had an appointment this past Tuesday in which it was scheduled but no one showed. Both my husband and I have had to take off work for all of this and are completely frustrated with the lack of care you have for your customers once installation is started. We have invested in well over 10k in a floor that sounds like you are walking on broken glass! We couldn't be more disappointed, frustrated and just mad!

We purchased ceramic tile flooring from Empire about 2 years ago and we have had so many issues. Several inspectors came out and decided we needed a new floor because the grout was cracking and we had tiles coming up all over the place. We had 842sq foot of tile put in, the cost was over $14, 000.00, we put over $7, 500. down and financed the rest. Our balance we owe is about 2900.00. The second set of ceramic tile put in was also coming up. So we had to have the entire floor replaced a third time. The reason I am so upset is because with each time the tile was replaced we had to deal with all the dirt, grime and all of my appliances in the living room. So the first time the tile was put in, it took about 7 to 8 days. We dealt with it because we wanted the tile. The second time we had to haul all of our dogs upstairs and back down for everything. The dirt and grime was everywhere. One of our dogs chewed our carpet up in our bedroom upstairs because they are not normally put upstairs like that. So we had to replace all of our flooring upstairs. We went through another company because of the hassle we have gone through with Empire. So that was one cost. The third time was the longest, for 4 weeks we had to eat out and live in the dust, dirt and grime everywhere! It was the most miserable experience ever. I had to wash clothes every week at the laundry mat and that was another cost. Each day we counted how many tiles were put down, some days were 8 and other days 15. The one worker quit. Why? Well we heard the whole argument between the two. Because the job was taking too long. About 5 days before the job was complete we were told by the contractor he had to stop the job and start another job elsewhere and would not be able to come on Friday. So instead he came to our house on Sunday, our only day off. I called Empire and spoke to a supervisor in the complaint department named Rebecca who assured me she would call Sunday to see if our contractor showed up. She has never called back and no one else has either. I am just sick over this and very upset! Not one person from your company called to even check the job the entire month! My husband and I both work many hours and I had again for a third time clean my entire house, re wash dishes, drapes, windows, floors and so on. I had one of my couches wrapped in plastic to keep it from getting dirty and the plastic wrap was tossed on the floor with their bag of chips and energy drinks just left in my house on the floor. This is just ridiculous what we have been through again without one word from you guys.
Eating out for 25 days 750.00, laundry $120.00, house cleaning $300.00 and the cost of replacing my floor upstairs 3200. Add it up! I'm guessing we spent about $20, 000 for this floor. I'm not sure where I plan on taking this, or what I plan on doing. But I assure you one thing I took pictures and videos everyday of this job!
Peggy Faulkner [protected]

First I would like to introduce myself . My name is Angela Pandora's from Houston TX. I purchased over 7, 000 dollars of flooring last year from you, and had problems then.
I went thou Hurricane Harvey and Had called Empire September 8, 2017 to send someone to give me a quote and install my carpet, in bedroom only. Rep came out Sept 8 and when he walked in, he advised he could not help as someone stole his computer out of his car, and couldn't give quotes. I showed him leftover carpet that I had and wanted the same carpet which is Palmetto. He told me Empire didn't carry it any longer . After I pushed him he made a call and said oh we have it. We can have it installed next week.

The guys came with carpet which did not match my other rooms of carpet which is Palmetto. It was lighter and not the same shade. So they left and still have no carpet. Called empire and asked to please send someone to tell me price to pull out all my carpet, I am still waiting, and Today is September 29, No carpet and no has come by .

I then get a call from Bobby and said he would take care of it, and send someone out.
I have been waiting still and its September 29, no call backs no one
has helped me.
I then Call back and get George, and he said please ask for me, instead of Bobby and I will make we get someone out there.
I have made 2 to 4 calls a day to empire and no cares to help .

I spoke to 800 number and talked to Ruby, Andrew, Ray, Joey everyday and no one calls back.
I then get a call from Empire saying we will be by September 28 Thursday .
Finally, I take off work early as they told me they would be by between
3 and 5 pm.
No one shows up, I call again and ask what happened and Ruby says, I don't show it in the books. Why would someone from Empire call me and tell me there coming by and not show up or put in books?
This company is the worst to deal with, no one cares about you.
The people who answer the phone could care less and they put you on hold for over 15 to 20 minutes and come back to say, I will have someone call you back. I ask for Bobby and George and they do not call back either.
There never available or a supervisor to help you.
I wish you would not advertise on Ta, cause I get a knot in my stomach when I see your commercial. I have advised my friends and neighbors do not do Business with them, or you will be so stressed out, you will want to pull out your hair with these people.

You have 290.00 dollars I paid, and no carpet for almost a month of waiting.
I have told my neighbors who need flooring and everyone else, do not call Empire, it might be months before anyone can help you, or even care.
I wish I had never had you, put my carpet and floors in the first place, just like everyone else, take my business somewhere else, and you know they could care less about you . All they want is your money.

So please if your shopping for floors go to another company that will give you customer service, I have found the same flooring cheaper with Carpet Giant.

I had new carpet installed on August 21. 15 minutes after the installers left I found a pull under the furniture. I called immediately and a complaint was opened. I heard from empire and was assured that an inspector would call to make appt. I have never heard from anyone. I have called many times but they just take messages or open new complaints - they do not stand by their product or their warranty. No wonder they ask for the full payment before installation

For 12 years I would dream about the day that I could get new flooring for my house. Finally in January of 2017, I bit the bullet and called for a consultation. A overly friendly man, that was also a minister, showed up at my house and sold me on new flooring for my entire house, it was during their 1/2 off sale. I was so nervous and so excited all at the same time, it was a huge expense that would require a home equity line of credit, but it was time. I picked out my wood flooring, carpet and tile. He made sure I signed all the papers correctly and left my house. A few days later, I received a call that the wood flooring I picked out was not available now. A flooring that he said was the best of the best, but they would exchange it for a different flooring for no additional cost? How could it be no additional cost when I was told it was the TOP of the line flooring? They had me pick out new flooring and after many calls and no answer from customer service, I finally got ahold of someone and they gave me a $500 credit for my troubles and downgrade in flooring. Oh yes, keep in mind that my salesman, the minister, has never returned a single phone call and I'm told by customer service, I have to go through them now to not contact my salesman, the minister, who promised me he would be with me every step of the way! WRONG! He was nowhere to be found and seemed to be blocking all my calls at this point. My install date change twice, finally getting them to show up, hours late, they began the install. What was supposed to take one day, took 3, all days I had to take off work. The installers were very sweet, but spoke no English, and destroyed on title floor landing, thinking it was to be redone also (it was not). After all was done, the overall look is very nice, but several things needed fixed and I have several spots on my wood floors that had small chunks out of the wood. I made an appointment for them to come and redo the issues I had, only for them to cancel on my the morning of my appointment, after I took off work any everything. I made another appointment, having my mom come from out of town to be there since I couldn't take off any more work and they once again cancelled. Since then, the floors have shifted and it sound like you are walking across breaking glass, the spots that were chipped are now getting bigger AND I can't get anyone to call me back from customer service. I have a friend here also that has had the exact same problems with her floors and can't get a call back. We have contacted the local TV station to see if they are interested in doing a spot light on Empire Today and their poor customer service. I can not believe I waited 12 years for this and just like that my excitement over new floors was ruined by a company that was supposed to have excellent flooring and customer service. If you live in Ohio, beware of this company and the salesman that makes you believe he is a minister with a heart of gold selling you the best. It's all a lie.

On aug2 2017 we had our entire downstairs re carpeted. The installer left every seam showing including a 30 ft seam down the length of my living room. I called and spoke to customer service. They said they would send out and inspector. 3 calls leaving messages for customer service mgr Megan and finally calling the salesman I got an inspector after 10 days to come out. He says it was installed badly. He will send s repairman out to fix it. 10 more days and no calls from anyone I finally reached out to the salesman again who immediately arranged for a repair to come out. That was on sept 2 2017. repairman says he won't touch it. It needs to be replaced and he needs to talk to his supervisor. Now we are 10 days later and I still haven't heard from anyone again! I reached out to the salesman as my
Last resort and he says he will contact his GM tomorrow sept 13. We will see what happens but I'm getting ready to take legal steps if we can't get this resolved soon. I spent 5 grand on flooring and all I'm asking is that it was installed correctly. If this is how they handle issues at the beginning of the sale then I'm worried that
My 20 year warranty is going to
Be worthless since they don't seem
Interested in taking care of the customer after they've made the sale.

Empire Sales rep, David Thayer visited 7/29/17. He provided a carpeting quote for approximately $2, 000 for three bedrooms which included a master bedroom, master closet (2' x 10') and hallway; basically 3 rooms and the connecting hallway. This was during Empire's 1/2 off sale. He did not provide me with a copy of the quote or the contract. I told him I'm a single mom and need to save money and that I would get back to him about the installation.

I emailed the sales rep on 8/10 to ask for a revised quote, and not carpet one of the rooms and the closet so as to save money. Installation was to be done on 8/14. He never got back to me. I left a message on his phone but he never called. I then called Empire's 800 number and they said the new price was $1, 533.79. Still no contract or written quote.

8/14/17 Installers arrived, no one spoke English on the installation team so it was difficult to speak about inconsistencies or ask questions. My mother was at home to take care of any issues.
I arrived home that night and became very upset. The installation was poor.
There were gaps in the edging around the corners, so much so that you could put your index finger in a hole in at least three places. The carpet was not installed to go under the baseboards so that you could see a clear line where the carpet ended. Several areas were not tacked down, you could pick up the carpeting at the edge and see that it was not wide enough; tacks were left sticking up in a few places and the padding in the hallway shifted and was lumpy.

I called Empire immediately and was upset. I specifically asked that one of the closets not be carpeted because there was a bookcase that was unstable. When I moved the bookcase, it collapsed, hence the $100 credit.
The installers were to come back to inspect the work on 8/26 but no- showed. I received a call from Empire on that Monday and they apologized; the inspection was rescheduled for 9/7. This was not before I contacted their corporate office and spoke to a regional customer service supervisor, Timothy Sherwin. The contract was finally emailed to me but not a receipt for the work.

On 9/7/17, Ms D. Velez, installation supervisor for the Philly region, came out to my home to inspect the carpet installation. She came with a salesman, Mr. Smith. After Ms Velez's inspection, she asked me to pick out other carpeting. I overheard her tell the salesman that the installation would be charged back to the installation company. I then selected and chose the upper end carpeting.

On Friday, 9/8, I received a call from a representative at Empire Today's headquarters saying that the installation could be done as soon as this Tuesday, 9/12 but that I would need to pay an additional sum of $350 plus above my original $1, 555 . When I asked what the payment was for, he claimed that there was no problem with their installation and that this was to cover the cost of the new installation.

I phoned Ms Velez, the installation supervisor on her cell phone immediately for clarification. She stated that this was not the case and that the charge was for the difference in the carpeting price/quality. I then said that the original quality carpeting would be fine to install, only if the lighter gray color could be used. She then would refer this request to her manager.

Today, 9/11/17, I get yet another call from a female representative from the corporate office at Empire Today. She then said that the price for the installation would be approximately $250 for the job. I then told her that I spoke to Ms Velez on Friday, and that she confirmed that the price was only for the price differentiation. The rep apologized and said that I was misinformed, and that price was indeed for the re-installation.

I have dealt with at least 5 different management people at Empire Today. All I if for the carpeting to be re-cut and re-installed to the professional level that Empire Today claims. The level of incompetence, sloppy work, lack of follow-up, and amount of different management handling this issue has truly been frustrating.