Empire Today
Reviews and Complaints

I paid top dollar to have flooring professionally installed by Empire Today, but one week later I was looking towards one of my walls and the quarter round started falling off and also found the same thing happening all over the room. I would now need to take off the quarter round and baseboard since it was not going to stay on as the baseboard was up too high. The quarter round was brought by the installer, but no extra flooring. Had the installer measured correctly before he gave it to his son to cut should have been enough flooring to for the extension gaps as there was a little left over but not much. I do not know if it was due to the installer not measuring correctly or if his son did not cut it correctly or maybe both. I complained to the group in my area as this is as high up as you can go even when you call the 800 # they put you back to your areas and the general manager did not want to listen but interrupted me many times and only offered to cover up the wide extension gaps. The general manager said he could not repair it without voiding the warranty based on the mfg. I then called Mohawk mfg. and spoke with a person in Consumer Affairs, he said the extension gaps are only supposed to be 5/16" to 3/8" and he e-mailed me a copy of the installation instructions. The general manager kept saying the gaps were supposed to be like that so they can expand and contract and this was after I e-mailed pictures, no one offered to come out and look, he said you have to cover it up with baseboard and quarter round, but I wanted it repaired but he refused to do so without it voiding the warranty and the employer with Consumer Affairs said it only voids the warranty if it is not repaired properly. I wanted to use 1" by 4" board to cover up these gaps but am unable to do so, I would prefer they be like they are supposed to be but 1 1/2 inch is a bid dramatic as stated by the Mohawk Consumer Affairs. I thought it was too and that was why I complained, these gaps are all over the place, I would think if a company was going to advertise how they professionally install they would back it up. I wish I had never used them but had used them some years back but I think this group in my area is a different group. I read some of the complaints and it looked to me Empire Today was always blaming it on the customer that complained. I have complained with BBB but since I last sent them an e-mail to let them know I was still disputing this and since the general manager here did not want to repair the flooring without it voiding the warranty they could come get their flooring but never heard back from BBB, I have left messages with BBB in their area and e-mailed them but they will not respond. I am still disputing this with my cc company. I hope other read this and think about using a company that will stand behind their commercials on professional installation, no customer should have to go through this.

August 15, 2016
Empire committed to install wood in my entire house. Collected a deposit; gave me an installation date for 4 weeks after the contract was signed. Two days before the installation date, they confirmed, and the day before the installation date they also confirmed.
On the day of the installation, two hours into their set arrival time, they called me and said they were canceling the installation, and rescheduling it for a month later because they did not have the material.
I cancelled the contract and requested my deposit back. They said I would get my money within 7 to 10 days. Today, 15 days later, I still have not received my deposit back from them. I called them, and now they are telling me that its going to take another 7 to 10 "business days" for me to get back. In addition, their sales rep, has never called me to apologize or to even give me an explanation of what happened.
I will NEVER do business with Empire again, and I will tell as many people as I can, to not ever do business with them, as they do not care at all about their customers. I rather pay someone else more money than deal with them. My rating of their service and ethics is less than 1. (from 1 to 10, 10 being best).

To Empire Today buyers of future employees:
My name is Sheila and I am a former employee of Empire Today. I want to warn anyone who is thinking of doing any kind of business with Empire Today. As a customer I warn want to explain their process. First, when a Sales Rep comes and visits your home…hold out on the price because they are going to show you two prices…if you hold out they are required to call their sales manager, Keith Watrob at [protected] and if you don’t agree to that price they are to call the area sales manager Andrew Staraniec at [protected] and is you still hold out they are to call Ron Godsill at [protected] who will give you the rock bottom pricing. You will then set up an installation date, which according to their advertisement will be next day. They can not do a next day install because they only get trucks on Tuesday, Thursday and Saturday. Besides that, they were running at least 2 weeks out when I was working for them, we were to say it was because we were so busy to increase urgency, but the truth was we didn’t have enough installation teams. With that being said, always plan on your installation date to be changed (sometimes without any notice) even if they confirm it two days prior, because of the need for installers. If you decide to cancel, your deposit may take 4 weeks to be returned, but if you decide to continue with your purchase make sure you demand a price reduction and again call the numbers about to get the best reduction possible, do not rely on customer service because they do not return calls.
As a future employee, here are my warnings: Training is adequate and you receive $300.00 for 4 weeks. Make sure you hold on to all of that money because when you start selling you will need all of it for gas, because it usually take 4-6 weeks before you start receiving any money from your sales. Then you only get dribbles coming in because they pick and choose what they want to pay you on. I still have not been paid on my first couple sales and it has been since April. I had quite a few installation cancelations that they promised to pay me on because it was not my fault and I have yet to see any of that money either to the tone of around $900.00. Another issue is scheduling, Keith who does the scheduling does not listen to when you will accept appointments if you say you will not accept a 9:00 am or a 7pm appointment you will still be scheduled for them because he has to show where he has scheduled them to corporate. Then when you call to correct the issue he is supposed to reschedule to another rep or with the customer, but I would receive calls from customer service asking why I didn’t go, making me look like I wasn’t doing my job. Also they schedule every two hours, which most of the time can work, but not when you are measuring a whole house, or when one appointment is in Columbus and the next in Dayton. They stress don’t be late to an appointment but it is just about impossible to be on time when you measure, show the product, price then have to call several managers, who don’t answer their phones, and don’t return your calls. So you may spent an hour trying to reach a manager who has to okay your departure so you can get a resolution code to see where you are to go to your next appointment. If you like 13-14 hour days this might be the job for you, I would leave the house at 8:00 am and not get home until 10:00 pm then have to spend another hour faxing in my sales that had to be in by midnight. Now some of those days I would only have 3 or 4 appointments so you have to find something to do during the down time. Another responsibility of the sales manager is to confirm your appointments, but Keith never does that so you may get to a home where they aren’t at home so when you call Keith he has to call the customer, and then allow you to leave or may tell you that the customer will be there is an hour, which automatically puts you behind on your next appointment. I didn’t accept this job to be made to look bad nor did I have an unlimited bank account to run these appointments to not be paid in a timely manner or at all on some of my sales.
Desired resolution is to be paid as promised.

Do not hire empire todoy. On may 2, 2016 empire today were installed carpet in my bedrooms and my wedding ring and opal earrings were behind my dresser. I could not move the dresser myself so I had asked them to let me know before they moved it so I could retrieve my jewelry that I knew was there. When I went back into the bedroom they had moved the dresser and I asked for my ring and earrings and they said that they were not there. I said yes were, I accidentally knocked them off when packing up everything. They kept saying no they weren't. Then when putting everything away I found that they also stole a my small singer sewing machine that was mine as a child. They had missed a couple of parts. I called and reported this multiple of times, I have sent them receipts and police reports, but all I get told is loss prevention is taking care of it. They do not contact me unless I contact them. I have told everybody not to use this company. I do not hire them.

The finally fixed the issue. If the company had the carpet guys come out in the first place they could have saved themselves a headache! It took ten minutes and they didn't even have to move all the furniture. Customer service talk to your floor professionals before your argue with your customer. It will save you so much ill will. Thank you for fixing the issue. As I said before the sales guy was amazing, the hardwood guys were fabulous. I just had a small issue with the carpet and they fixed it in 10 minutes. Empire your products and services were up to snuff. If you could just get your costumer service people to handle calls by respecting the customer than you would have one heck of a company! Good luck and thanks again. I love my new floors.

I had this carpet installed 3 years ago, at the tune of 3400 dollars! The carpet is rinkeled the padding is not standing up the traffic thou I purchased the best she offered. And I live alone not much traffic here! When I called CS they told me they would come out and stretch it for 250! The rep old me I could have it stretched as often as needed that they give a lifetime warranty ! Will never buy from them again very disappointed

I had my entire house done with Empire today. The sales rep was very nice. The wood guys downstairs were awesome.The carpet people on the other hand didn't call before the came, showed up late, and when the did show up, they did with a half crew, so it took twice as long as predicted. After the install I had a problem with an area that I had specifically asked them about.The previous people that owned the house had cats. I asked the sales Rep if I should treat it prior to them coming. He told me no that the carpet guys would deal with it when the time comes. If it needs anything they would let me know. Well they didn't. The base boards were so swollen that to get rid of some of the smell we replaced them. So now there is a gap between the carpet and the new non-smelling base board. I called the company to get a piece of carpet to fix it.( the guys didn't leave any) The people at the office were not helpful at all. They didn't try to resolve my issue. They would not give me a tine sample of carpet to fix the hole that was left by their mistake.I will never use Empire again.It is a shame that problem resolution is such an absent skill in a customer service company.

I have left several messages with "managers" to call me back about mistakes on my carpet that was installed, along with the hole the installer put in the wall. I have also called due to 3 missed appointments and requested management to call me back. I have made a total of 6 phone calls trying to get resolution and have gotten none. No manager will call me back, no one shows up when they are supposed to, their customer service team will not put you through to a manager or someone above the manager. You get absolutely no service.

The people who install the flooring don't speak English so trying to communicate is near to impossible.

I purchased carpet & from Empire Today and scheduled the installation for 6/2/2016 . The installers were unprofessional, complained about moving furniture [which I had paid extra for], refused to clean up the carpet scraps that were left & tried to leave without giving me the left over carpet. They damaged a very expensive leather chair, which I was not aware of until approximately 1 hr after they had left. There were very intimidating. I am a 69 yr old female living alone so I just wanted them to finish & leave. They took 9 hours which was extended due to frequent breaks. I immediately called the sales person and informed him of what had occurred & emailed him a photo of the damage. He apologized & said they would take care of it. I also called customer service & received a claim number [#[protected]]. They said I would be contacted within 3 business days. One week passed & no one called. I called back & was told that they had the claim & I would be contacted within 24 hours. That was over 1 week ago. This situation occurred 6/2/2016 & today is 6/20/2016 & I have had no response. The initial job number was YK11019-4519739. I would never use Empire Today again & will also file a complaint with the Better Business Bureau. I spent a large sum of money for carpet &now I have a damaged leather chair in my family room. I want my chair replaced. Customer Svc [protected]

Words can barely describe my unhappiness with my Empire Floor installation experience. The contracted installers (not Empire employees)called me the day (Saturday May 14, 2016) of the installation to say they'd be at my house in 90 minutes. They arrived 2 hours later to install new hardwood floors in my living room and dining room. The supervisor was immediately upset when I saw they would have to remove the old hardwood and initially complained he didn't know that would be required. He later admitted that was not true, but that he didn't think they could get the work completed that day because he only had one helper. He tried to get me to reschedule to the following Saturday. I had worked until 2:30 in the morning to get the room ready for the installation and called Empire customer service to complain. After 90 minutes and several phone calls, the installers reluctantly agreed to do the work. However, they would not be able to completely finish the installation, because they had not brought a special piece with an overhang lip. Not sure whose fault that was. The workers were very loud and yelled loudly when they talked to each other. When the helper wanted to talk to me, he would yell from 2 rooms away rather than come speak to me. He did that when he wanted me to borrow my phone charger, and when he wanted water. After 3 hours, they completed the installation for one of the rooms and announced they couldn't work anymore because they were missing that one special piece of flooring. In my phone calls to the Empire installation manager earlier that day, he committed that the installers would finish all the installation in the 2 rooms except for that one piece. When I called him to complain that the installers were refusing to honor that commitment, the installers reluctantly went back to work. The supervisor told me his boss was going to deliver the missing piece to my house while. That later turned out to be a lie. When they completed the 2nd room installation (except for the missing piece and associated trim for that area), I discovered that they had damaged a TV stand when they moved it. I don't know if they had intended to ever tell me that. The supervisor told me he would call me on Monday to tell me when they would arrive to complete the remaining work. I asked my son to stay home that day to let the installers in and make sure they completed the work. When I hadn't received a call by 11:00 Monday morning, I called Empire. They told me the installer said I had called him Saturday after they left to say they could come on Tuesday. Unbelievable lie - I didn't even have the installer's cell number! So I talked to the Empire Installation manager and mentioned all the things that gone wrong. He scheduled a different crew to come to my house at 8:30 to minimize the time I would have to miss work. When they hadn't arrived by 9:00, I called Empire. They informed me that the installing team was at the warehouse at least an hour's drive away an would get to my house around 10:30 - 2 hours after the appointed time. I rescheduled for Saturday since I had deadlines to meet at work. Who know when the work will be completed. What an awful experience.

Sales rep came on time with a great selection. After making selection and putting my 10% down, we had an install date one week later. On the day the installer was to arrive no one showed, so I called to see what was happing, the excuse was they were on a big job and had to re schedule, so I did and again they did not show up, after tracking down the rep he said one more week and I said ok, , , again a no show. Called and finally they showed on the next wed and dropped of material then came back the next day. I was at work and when I came home my house was a mess, the tile was installed incorrectly and my toilet was broken and my other bathroom tub was plugged with grout...called them, they said hire a plumber to fix and send them the bill... and they will send someone out to inspect and fix the gaps left in my tile...today was the day the were to show up and guess what happened...NO SHOW, , I have sent pictures, plumbers receipt for damages, , and when I do get a rep on the line, they said they will call me back to re schedule. Im so frustrated, I called my local tv news station and it looks like they are going to investigate...Please go with a Local contractor...This company does not care, and if you need to see how unhappy the employees are go to GlassDooor .com and see how they treat there on employess, much less the paying customer. I will re post once the investigation is done by the news station.

I had a kitchen floor and bathroom floor (luxury vinyl tile) installed by Empire Today. I was told that it would be an all day job and the installers would call by 8 am to let me know their arrival time. At 11 am I had heard nothing. So, I called at 11:15 and was told they would be there around 3 - now this was on a Saturday. Ok, all day job - 3 pm, hum... At 1 pm the installers just showed up. They did not speak any English, challenge number 1. Started working on the kitchen floor - things were going well. A third installer shows up and starts working on the bathroom. As he removed the existing tile, we found that there was old subway tile underneath. He told me he would leave that tile there, add the subfloor and go from there - no problem he said. I left for 15 minutes to go to use a restroom ( as I only have one bathroom in my home). When I returned - I found that he started removing the subway tile and said - we have a problem with the concrete beneath the subway tile - this will all need to come out and we will need to put in plywood to bring the floor up to level. This will be an extra $540 dollars payable to us today. Um, no! As they removed the concrete - they did not put anything down on my floors and got concrete everywhere - scratched my hardwood floors . They removed my toilet and put it in the spare bedroom right on the hardwood floor causing a large water stain to appear. At his time I attempted to contact Empire today to find out what could be done, because things were not looking good. At which point they tell me it is too late and they need to leave they will be back Monday. Now, I have no bathroom for three days! When they came back on Monday - the put the nail gun through two of my pipes and water began pouring out of the ceiling in the kitchen - they thought this would be a good time to take a lunch break and just left with the water issue. Still, no return call from Empire. After many hours of calling and being on hold and basically be treated like I spent $1.00 not $1800 I got to speak to someone who basically told me oh well! File an insurance claim. No offer what so ever to accommodate for all of the mishaps. Now, I have continual plumbing problems because the installers threw tile down the whole in the bathroom with the toilet goes. Still working with plumbers and insurance companies. Empire hires sub-contractors and puts it all on them. Long story cut off without all of the details of all of the other damage that was done, Empire could care less about the quality of installers they hire and most certainly does not treat their customers with any respect. I should have been given a huge discount for all of the trouble I have gone through. I am sure based on what I have ready that someone from Empire will retort that this has been resolved - IT HAS NOT! DO NOT USE THIS FLOORING COMPANY IT IS AWFUL!

I had the carpet replaced. The carpet is bad . Right away it was snagging and running. I had them come out the inspector said the pattern was bad and the seam was bad. I told him I did not want this carpet. he said it would be replaced. nothing happened I called many times and could not get through.
They called me to sell me more items. I told them I had a complaint they did put me to customer service. They told me they replaced it, I told them it had never been replaced. He just kept repeating the same information. I finally told him to check it out and get back with me. Which I had to call him. He told me he would come out and look at the carpet. He did and said it would be replaced. Id finally got him and he was to call me back. He has not. Now I can never get through. Peggy Bobeldyk

I submitted a request for measurement, samples and cost for my rental that I am selling on 4/11/16. the appointment for this portion of the contract was for 4/14/16, which went as planned. I was given an appt. for install for 4/21/16, time of day TBD the day of the appt. I was called a day prior and told that someone would call me early Thur. morn and let me know the ETA. No one called that day, so I called at 8:15, & was told they don't start calling until 10:00 because they are in the warehouse, getting their schedules & equip. I called again at 10:30 & was told the truck had broke down and they wanted to reschedule for Mon 4/25. I told them I had an out of town trip and needed to get this done so the house could be put on the market. They then scheduled for Sat. 4/23. I was called Sat. Morn and told that someone would be there in 1 hr. Called again and was told that everyone was out and they had over scheduled and they would take $250.00 off the price and schedule for Monday if someone could be there. I was called at 6:45 for a 7:00-9:00 arrival time.
I stayed there from 7:10 to 12:00 calling constantly, leaving messages and no one called me back. I was finally told that they would take another $100.00 off the bill and they would be there at 1:00. My daughter took off work and stayed until they arrived. After I had postponed my S.F., appt., spent 1/2day over there went thru all of this, they tell my daughter she has to pay in advance of their installing the carpet. I understand that this is protocol, but under the circumstances I think they could wait until complete and I would be back to pay. Horrible experience.

I recently made plans with Empire to install tile in my home. The sales representative was very good and we thought we could get the work done without any problems. A couple of years we also had carpet throughout the house and Empire install this with minimal problems. This time is a different matter. The installers were great but could not install the tile in the basement due to the basement being moist. We understand that and remove the vinyl flooring and was told to add a dehumidifier for 3 to 4 days and then the tile could be install even though we paid for the whole job.

We were told that a return visit would be scheduled, this has not occurred yet. On top of that we had all of the four bathroom toilets pulled up until my husband insisted that we needed a toilet. The job started on Monday and this is Thursday and the repeated comments that a plumber would be out to place the toilets back have not occurred. We have called several times and it appears we are getting the run around. We were even told that basically they don't normally have plumbers but could get a contracted plumber who would contact us. Well, that has not happen. We have spent a lot of money and praised Empire in the past, but we are not happy with the run around especially since they have taken our money and now we are unable to receive the service, just a lot of complaining which is unacceptable. Hopefully this can be resolved, it is going on a week which is too long and we were not notified prior to this.

We scheduled an appointment for a free estimate to redo all the flooring in our home. Appointment was scheduled via telephone on last Thursday afternoon for the next day between 7-9 pm. By 8:30 pm we had not seen nor heard from any salesman as to when they might arrive or offer to reschedule if they weren't going to arrive. I called the customer service number at 8:30 pm, and after being on hold for about 10 minutes, I spoke with a representative who put me on hold while she contacted the sales rep. She came back on the phone to report there was no answer but she left a message, and she said she would call me back as soon as she heard from the rep. That was the last we heard from anyone at Empire. We decided to give them 24 hours to call with an apology and offer to reschedule. That never happened. Needless to say, we will not be doing business with Empire.

On 2/15/16 we submitted an order for shutters. We submitted $250 and completely financed the order. On 2/20/16 measurements were taken and notified that blinds were orders instead of shutters. We have called 6 times (3/6/16, 3/8/16, 3/12/16, 3/15/16, 3/26/16, 3/28/16) and received no call backs and no one seems to know what is happening to our order. The sales rep was called each time, along with the sales department, as well as the escalation department, as well as other managers in the local office, Ms. Lopez, and Shaunna Chambers. We have given our deposit as well as affected our credit and nothing is being done. I have already contacted the BBB with a complaint about the company and expect the product installed according to the stipulations processed on 2/15/16 and 2/20/16. We have waited for 42 days and have not received word on anything about our purchased product. If nothing happens at this point, a lawyer will be assigned.

In August, of 2015, we had flooring placed in our kitchen. We realized that someof the tiles were crooked. They sent out another install team. The y straightened crooked tiles in areas that needed to be done. We noted that there were areas where grout was not correct. Another team came out, as it was decided that quarter round was solution. He took a picture of actual wood needed. installer returned with corner round that did not match. It was also noted that kick board beneath sink area, was wavy. We rescheduled, and requestd for the same installer be sent to our home, as we feel that it is so much easier to work with installer that knew our situation. Also during this whole situation, we have had calls that were never returned, and work missed waiting for people to show. The installer that we requested never came back. It was two different men. They did fix the quarter round, but wavy kick box remained untouched. I am communicating with you to share our dissatisfaction with the whole process. There seems to be major communication within, promised call backs were never returned. We still are not happy with results, but we have never had contact again. We are disappointed with the whole situation. I realize that you have been hear many times, and are asking for follow-up.

James and Mary Lovely

We've had issues with a former sales representative from Empire Today, however the installation of flooring went well. Therefore this time we requested a different sales person to come out for a new order. Brian Hagen was sent to our home. He seemed relatively knowledgeable and friendly. We chose our products at a cost that was agreeable for both parties. Brian scheduled the installation date. Here is where the issue comes in. The installation date was changed to a day that we would not be available, and we weren't notified of the change. I just happen to contact Empire Today to inquire when they would be arriving. The customer service representative said Brian Hagen should not have scheduled both services on the same day and therefore one service was switched to another day. But shouldn't we have been notified? The general manager, Heather Hallmeyer (I believe that was her name) removed $100.00 from the balance. We just wanted our products on the day that Empire Today agreed it would be installed. One product was to be installed today which was confirmed on yesterday. I requested it to be installed first thing this morning. The installer had not contacted us so I called Empire Today. Guess what, the installer had not shown up for work and Empire Today had no one else to send, and again the installation would have to be rescheduled. I was told that $50.00 is usually deducted from the balance in this type of situation. Why do people believe that money will solve every issue? Empire Today lacks professionalism. We weren't contacted when changes were made. Our time was not considered. Sadly, its the way many companies run their businesses today.

Ordered carpet for my brand new Family room from Empiretoday. One room and a stairway.
$1200.00 plus tax. Took a day off from work for installation. The installers arrived at quarter till ten. I showed them the room and explained that it was a brand new room and asked them to be careful of the newly painted walls and trim. About 1 o'clock they called me to the room and said they didn't have enough carpet to do the stairs. I asked if they could go get some and they said "No. We'll come back tomorrow." When I walked into the room they had the door off and laying against the wall. I immediately pointed it out and took it off the wall myself. They said the door needed cut as did the Laundry room door, which was laying against the washing machine. The installer asked me to sign the contract which I refused and they left! As I started looking at the carpet, I saw big scrapes on the walls and chunks of wood out of the trim... in a multitude of places! I called Mark who sold me the carpet-no answer. I called their 800 number and finally talked to a woman named Kayla who asked me to send her pictures of the damage. She scheduled the rest of job for next day. I was now having to miss another day of work for this install. She emailed that she received the pictures and would get back to me as soon as possible.
The next morning a dispatcher called to say the crew was on their way. I asked him about the damage and he said he didn't know anything about it. He did say the same two guys were coming. When they got to the house, I told them how disappointed I was with the poor job and all the damage. He said 'The floor was cold and the carpet was stiff." I asked why they took off without talking about what they did. Did they think I wouldn't see it? I pointed out how they tried to cover up one big gouge with a different shade of white paint that made it stick out even more and they shrugged.
When they finished the stairs, the leader said when they have a problem they usually give the customer one hundred dollars in cash for the damage. I said that would pay for the paint and took it.
Never heard from Kayla or Mark or anybody else from Empiretoday.