Empire Today
Reviews and Complaints

We had a salesman come to the house and give us a quote on four rooms and a hallway, all damaged due to a water line break in our house. Once we were okayed by the insurance company for the amount quoted, the salesman came back to have me sign a contract and make sure we had the color of vinyl flooring we wanted. When he got there, we picked the color and then he went to the area where my kitchen sink was and stood there looking at the area the water mitigation people cut out. He then said that since they cut into the luan, they were going to have to take up the entire floor since the luan was ALL ONE PIECE ! I told him that was ridiculous and that it couldn't all be one piece. He then told me it was going to cost me more. I told him not to bother calling his manager because I wasn't going to pay more and was unable to pay more. He just kept going on and on about the floor and that labor is not included in an initial quote. It says right on the quote he gave me that it was all inclusive. He would not leave and just kept saying let me quote it out over and over. I told him to leave and he started getting louder and louder. I had to make him leave. I am 62 years old and a widow. I was home alone with my 4 year old granddaughter at the time. I had to follow him to the door as he got louder and louder. I slammed the door behind him as I was getting very nervous about his actions. After he left, I called the phone number on the quote to talk to a manager. They couldn't find anyone (hahaha) and gave me to the customer service manager who also told me that labor isn't included when they give a quote, also moving furniture and the use of their TOOLS was not included. She also told me that when I got my flooring 5 years ago it was a "simpler" time and was pre-pandemic so things have changed. She had put me on hold a few times and by this time, I was visibly shaken and upset. She told me she would get some answers and call me back either way. I never heard back. The next day I called in for the Corporate Office number. The number I was given included an invalid extension number. The number was routed to TEXAS, not ILLINOIS. I told the lady my story and she looked at numbers and said she could offer me a discount and making the total $11,900 + ! My original quote was $8,108.00. I have this number in writing in an e-mail. He evidently had put in another quote when he left my house. She said she would get back to me. At the end of the day, she called and I had to return her call. After about an hour, I finally got her on the phone. She said the salesman made a mistake and that the best they could offer was $9,500. WAY over the amount I was allowed by the insurance company. She said he was sorry...yeah I bet he was. She said he made a mistake and we all make mistakes. I told her I would never do business with Empire again and that was poor business ethics especially since I was a return customer. She just kept saying that Empire is the top rated flooring company in the country and that they were better and had a faster turn around time than anyone. If this is what they try to do to people my age, what are they doing to older people who don't know that this is wrong ?

I finally get to tell my horror story wth Luna, which is the same company as Empire Today. I initially was going to have Luna install vinyl, so-called Luxury planks flooring for my home. On the day of installation they brought this piece of cardboard junk to install. The installer told me I would have caulking underneath my doorways because I had existing hardwood floors and carpeting and it would not look good. This came after their installer's recommendation which was NOT to install this vinyl plank because it was cheap. He even mentioned that customers of Empire had complaints over this flooring. After hearing this report we decided not to go with the vinyl luxury planks. My husband and I called the sales representative who had come to our home and we let him know we were not going to go forward with the installation, he became very angry saying to me that he had told me there was going to be caulking. I told him I was not about to remove my wood floors for cardboard. I asked him how much would it be to upgrade to hardwood flooring, he then changed his tune and said he would come by the next day to show me samples. He first tried to talk me into hard-wood flooring similar to what I already had (which we ordered) and then I changed my mind. The samples they give you are not very big but I finally chose one. This salesman failed to tell me that this type of flooring would stain easy, and that you can see every speck and crumb. This salesman got on his i-pad and his phone and told me we were approved for the upgrade in financing. Two days later he calls me to tell me that he didn't know what happened but we need to apply for the difference and we needed to call Wells Fargo. We called Wells Fargo and they did another credit check which now my husband had 2 dings go on his credit report. This was unnecessary. I complained later to customer service with this complaint that the day they were to install the new hardwood flooring, they were not coming because they didn't have all the wood to do the job. Thus, it was scheduled 3 weeks later. By this time, I was so upset because we had move so much of our belongings to be ready for them to install. I called customer service and they gave us a discount and they told me they would send their best installer for the hardwood flooring which was on November 25th (the day after thanksgiving). Well on that day their best installer did not come they had sent someone else and their team. The work was completed on December 3rd (it took 4 visits). These installers did a horrific job. I have nicks and scratches with lifted planks and big gaps along with loose flooring and visible nails in many places. When the work was completed my husband signed the paper that the work was completed but pending a walk through because I wasn't home. I have been in contact with a lady name Correna from Empire Today, and have have made numerous calls to her. Coreena has been the only one who has cared. I was so unhappy with the work from the installers and insisted in speaking with their regional manager. Correna spoke with him and he gave me an additional discount. I was told by Correna that the installers would come back and fix all that needed to be repaired. ( I also spent $2500 on their warranty). The date was set for the installers to come and fix their mess and that Monday I get a phone call that they are not coming because they did not load (the necessary wood) on the truck for the job and they said they would come the next day. (This was a voicemail). I frantically tried calling them back, I made many phone calls and I finally got someone and they set the date for Thursday (same week). Finally the installer arrived. The one who did the work. He started taking pictures. ( I had sent many other pictures to Coreena) I was under the presumption that he was going to start working and he tells me he was there to do an inspection. Why on earth would they send the same person who did a lousy job to come inspect his poor workmanship. He stepped outside my house and made a phone call, then came back to tell me that Luna would be in touch with me. I was furious! I called Coreena again and complained because I though he was there to fix the lousy job he did and his team. Also, I forgot to mention that during the installation they left tons of nails and staples all over my driveway and lawn where they were cutting the wood. (We had to hire someone to clean up the mess of nails). So again I call Coreena and now they send an installation manager to come and inspect the floors. He took some pictures and even mentioned they might have to do the work over. I answered and said to him all I want is a job well done. This installation manager said Coreena would be in touch with me by Tuesday or Wednesday to let me know what they were going to do. Well, I finally got an email from Coreena after attempting to reach her all last week and she mentioned that it was now up to the Customer Service Manager how this will be corrected. What a nightmare this has been! This was a major job that was priced at $28,897. $1600.00 for two small rooms (carpeting and tile), and the rest for the hardwood floors. Whether the job is $29,000 or $24,000, what diference does it matter when you aren't satisfied with the job they did in any case.

On January 23rd, 2023 I contacted empire today to file a warranty claim for the peeling, bubbling and tearing of my 1/4 rounds. I also complained that the 1/4 were not nailed down properly and were coming off the baseboard. I sent several pictures, per request of the customer service representative that showed the detached 1/4 rounds and some without any wood-colored wrap whatsoever.

My claim was rejected. I contacted customer service via telephone numerous times, and I also sent emails to Sherdina White multiple times attempting to get the flooring inspected. Once it was inspected (several weeks later), the claim was rejected again due to "site related conditions". The contractor stated that it was too much moisture in my home. I have LVP on my main level and the lower-level hallway from a different vendor, and never had any issues with peeling or the 1/4 coming off the baseboards. Most of the baseboards were exposed and not nailed or glued properly.

I called back to customer service on Friday, January 27th to cancel my LVP extended warranty. I was advised by the customer service representative that a partial refund due to the length of time that passed, and the refund would be deducted from my account balance. This was a lie, and I never received any refund whatsoever. I called customer service this morning, March 9th at 9:10. I spoke with another customer service rep, in which he became argumentative with me when I asked about the refund. He then stated that he could only issue the refund based on my phone call today and not the original request that was made on January 27th. I was placed on hold to speak with a manager, but no one came to the phone. I waited for almost 10 minutes then hung up.

Had carpet and padding installed in 4 rooms and hall In Dec 2019. In a little over a year noticed rippling in carpet in master bedroom. Customer service said no longer in warranty I would have to pay $100 service call That was in 2021. . I said ok. Now carpet is rippled in every room and hall in several places even where they fixed it the first time. Why should i have to pay another $100 ? This should be fixed at no cost to me.

Carpet was installed less than 2 years ago. We were told at purchase it was high quality and guarantied for 25 years. The carpet seems much thinner and is buckling in several rooms. Called to have Empire come and assess and stretch. Told us it was going to cost $175. They sent two installers and found out the carpet had been glued instead of tacked. Could not stretch. Do not know if the issue is from the installation or the quality of the carpet. Empire agreed to re-carpet but only sent one installer and we were told by him that he did not have enough carpet. We have requested to have a representative come out to look at the carpet and the issue and now we cannot get anyone to return our calls. Just got a message they will be coming out March 6, but we don't know who or why because nobody will communicate with us! Beyond frustrated!

From the beginning no communication. I would receive so many phone calls and nobody knew what the other was doing. They would say someone was coming and nobody would show up or someone would just show up on days that were not scheduled. This was a huge purchase and accomplishment for my husband and myself and the whole process has been something that I don't wish on anyone. If I could have someone come rip all of the floors out I would. We have had to have one room of carpet already replaced, all of the baseboards and some boards in the hallway were sliding so they sent someone to glue them down when it is supposed to be a floating floor. When I first started calling about all the products I said "until this gets done correctly, I don't think I should have to make a payment" well, the girl chuckled and told me that they already got paid and I would have to take it up with Wells Fargo. I was blown away. The worst experience of my life and very inconvenienced.

I purchased floors from Empire over a year ago with a credit card from Wells Fargo.I had a promotional offer with zero interest. I have excellent credit and paid my bill on time each month.

I have 2 complaints.

One is about the deceptive practices by the Empire person when she told me about the great financing I'd receive if I opened a Wells Fargo credit card. Zero interest for a year. I ask for clarification after the promotion and not once was I told that if I didn't pay in full by end of promotion, the interest is retroactive to the day I opened acct. That's crazy. If I was told upfront what the terms were, I would have just paid by check. I would have never agreed to those horrible, misleading terms of a credit card.

Two, Wells Fargo did not send me the Nov or Dec 2022 statement online so I could pay my bill. I received all my other bills over the year except those two months. I called 2 times to ask where my statements were for Nov and Dec 2022 and was told to look them up online on my acct. I did make the payments so I would not be late but. During this time I was taking care of my disable veteran father out of state so I was inundated with his affairs and didn't look at my accts online except to make a payment.

When the Jan 2023 bill can to me online, I noticed all the interest that was added to my acct from 2022. I was mortified. This is not fair to the consumer to trick them into getting a credit card and then hope they don't understand the pay in full interest fees/promotion once this ridiculous promotion expired. These practices are so deceiving.

On Friday, December 30, 2022, a luxury vinyl with designs was installed in my kitchen. Before the installation, an installer shown me one tile for my OK. That tile look fine and I said OK. When they finished the floor, I noticed that there were white spots on several tiles. In fact, I stopped counting at 25. My flooring extended from my laundry room to my eat in kitchen area. The next day, I called customer and was told to call customer service on Monday, January 2. I explained my concerns and aske that someone give me a call back. I heard from some one 1/6 and was asked to send pictures. On 1/13, I placed another call and was told that they were waiting on the person who works with installers to to talk with someone in charge of installers to get a response from someone. This person called on 1/17 and told me that there was nothing wrong with the file and the spots were part of the design. The only way that I could get a replacement was for me to pay for new tile at the discounted rate that was being offered at the that time. She made this decision without coming out or sending someone out to look at the tile and the white spots. I called the sales person and sent the pictures. He thought that there was a problem, he made an appointment to come out to view the tile and to possible sell me tile to replace the one that I was not happy with. I refused to accept that option. I own my business and customer satisfaction is one of my strong beliefs and I try to make sure that my customers are satisfied. I asked the sales person would he had tile in his kitchen with those spots? He said no and suggested that I contact the corporate office with my concerns and to let them know that this pattern design did not match what is on the web page. I called the toll free number and gave my information. Some one called back the next day on 1/20. I specifically asked to speak to some one in the Corporate Office. The person who called was in the same

office as the women who rejected my request. I sent her pictures too. Her first comment was there is nothing wrong. I said did you look at the pictures. She mentioned that she had to talk with the same person who rejected my replacement of tile at no additional charge. I even suggested that if I need to pick another tile and it cost more I would be willing to do that, but I refused to not be compensated for tile that look defective. Keep in mind, that only the sales person has actually come out to see the tile. I have not heard from anyone from Empire Today as of 1/31/2023.

I recently contracted Empire Flooring to install laminate flooring (high end. Supposed to be water proof (tight seal) and "top of the line carpeting with all warranties and extended warranties. A large vase fell on the laminate flooring and it bubbled. I was advised this was covered under my warranty. Instead of replacing my floor, my claim was denied. Keep in mind, I first contacted empire about 3–4 days when I noticed the bubble in the floor. The installer who did the installation came to the home to inspect (I feel that was a definite conflict of interest) and determined the issue did not come from the installation, (who said it did?) I called back and was advised the claim would be re-submitted. This has gone on for 3 months! The last communication I got was to advised my resubmitted claim was denied again because I reported the issue after 5 days. This is [censored]! I spent 10 thousand plus dollars and now they won't even answer the phone. I am going to report this to the BBB and contact a lawyer to see if I have additional recourse. Do not patronize Empire Carpet!@!

On April 1, 2021 we had $5000.00 of laminate flooring installed on our entire living level of our townhome by Empire Today. Right away there were small issues that the installers resolved. Several months later we noticed that spaces were starting to show between the pieces of flooring in several areas and buckling in other areas. Now the areas that have buckled have broken off in small strips. We contacted Empire Today but since it was just over 1 year after the installation we were told pretty much "too bad" so sorry this is happening, but we will not do anything to resolve the issue and quoted us an additional $2000 to $3000 to repair. Our beautiful floor is beginning to look like very cheap, self-installed flooring which is not what we want or paid for.

Had Empire come out June 20, 2022 for the installation. It was a very poor installation job. I have called them 4 times, & got a Confirmation number of my complaint. I also texted them a few times with my complaint, & to please sent someone out to check it out.. The base boards installed were only 7 foot long being installed on a 12 foot wall…the joining of 2 boards to the Length needed was poorly put together, crooked and very sloppy job. Very noticeable. Plus the floor was supposed to have a cushion below it… No cushion below it. I did have a couple of contractors Remodeling my bathroom, look at the floor & base boards in the room. They told me I should definitely put a complained on Empire, it was a very poorly done job. I got only one feedback from a Steven Lee Carter that they would replace the baseboards only and I would have to pay for the installation again. I did text him back and told him that they needed to come out and see that it’s just not the shortage of the boards, but the way it was installed was a lousy job. To date I have not heard a thing back from them. I put another complaint in after his remark… Still no one getting back to me from Empire. Terrible company, don’t stand behind their work. Please look into this for me. This is gone on too long.

Thank you in advance, Leah Brezinski,

[protected]….. [protected]@att.net

On 11/19/2022, this company installed carpeting. They installed a lower grade padding (number 6 vs number 8) than what we paid for, and the seam was so poorly done that it was bunched up and uneven. There is also a defect in another area of the carpeting with a line running through it. Two different installers came back out to try to fix the seam but were not able to do so and both confirmed the padding was the lower grade padding. The last installer then tried to tell us that the seam was actually a defect in the carpeting as well. The last installer took pictures and advised us he would send to the appropriate people for a solution. We have the company's customer service representative contact us on 3 separate occasions requesting different pictures from us. They claim their installer never gave them the pictures or information that he took when he was here. They claim they are doing us a favor by handling this complaint through the manufacturer for us even though they installed defective carpeting on day 1 and they are responsible for the shoddy work. They have had nothing but excuses and have been dragging their feet ever since. I also strongly believe that the carpeting they installed is NOT the same quality that was picked from the sample but cannot prove that. 1 1/2 months later, I am left with

a living room that cannot be used when company comes over due to the shoddy work and poor, lowest grade carpeting that was installed. BEWARE-BAIT AND SWITCH COMPANY_WILL NOT STAND BEHIND THEIR WARRANTY.

I paid, in full, nearly $10,000 for removal, disposal and install. I was personally told to remove the carpet on the bottom floor to put down a product called killz primer, I did that, even though I paid for removal. Then, the installers tried to lay plank directly over an obviously damaged piece of sub- flooring, stopped them to repair floor before intall, then was told that you guys did not have enough material to complete the install, and was told that I would get a call back on when I can expect the rest of the material and the completion of the install, going on 2 months not one call back, I have a pregnant wife that is do in 2 weeks and we can't even move into our house because empire. Someone needs to contact me before my lawyer gets involved.

My flooring continues to have gaps in it. The hispanic guy that has come out twice told me that all I have to do is kick the flooring to close the gap. I paid a lot of money for this flooring and additional carpeting and should not have to go around kicking the gaps together as they appear. My flooring has a gap between the kitchen and hallway that is quite wide. I am unable to kick the flooring back together. My flooring looks awful. I also have discoloring in the flooring in my living room. This is unacceptable.

Well here it is the 20th of December and I posted a complaint on the 5th of December that Empire posted a reply to on the 9th of December saying that they have found my account and will contact me to find a solution. Still have not heard from anyone at Empire. Gave the Empire Job#FX2734A-6078041 and they have my contact info from that. Guess they really don't want to help find a resolution to this issue.

I hired empire today to install lvp in kitchen and carpet in the living room. Installers came on 10/14/22. One guy showed up to do the entire job. He rushed and the quality really was bad. The carpet was coming apart at the seams and the transitions in kitchen were fastened down correctly and quarter round wasn’t installed right either. Many gaps and missing pieces. I called and the installer returned on 10/21/22 to repair the carpet and lvp transitions/ quarter round. After he left without even walking the job with me I had to call once again because the same seam on carpet plus an additional spot starting coming undone again and the quarter round and transitions still weren’t right. When I called this time I was told I can get a different installer. 11/5/22 the same installer showed up even though I was told someone else would. He changed the transition piece and it’s not even the matching one like the rest, another transition is still broken, he caulked the gaps in the quarter round instead of cutting and replacing the short pieces with white caulk that doesn’t even match the gray floor and the carpet still peeled up. I am so fed up. I called once again 12/14/22 and talked to the rep about repairs again and I requested a new installer. I was told I could get someone else since it’s the third time they will be coming out and the install manager would call me. I received a call and was ready to set up an appointment and I asked again if it would be someone else since this installer isn’t capable of fixes these issues. They told me the customer doesn’t get to choose that and that it would be the same installer. I told them to cancel the appointment because I will not let that installer back in my home. I am now stuck with this product that was installed terrible and now I am questioning the entire quality of the install and if it is even up to the manufactures specs. I need some sort of refund for this. I paid a lot of money for a bad install.

Oct 28th, first team showed up and immediately tell me they do not have enough supplies to complete job.

They had well over a week to inform me they didn't have enough supplies to complete job. I would have rescheduled. Took off work this day.

Multiple calls made to install team, no return calls, asked for a discount,

C.W. (supposably the top install manager) stated he could only approve $225 credit (which has never been applied.)

Rescheduled for Nov 19th. Installer showed up, began to remove existing flooring in foyer, stopped. Refused to finish because of water damage on the subfloor. She stated the person who provided the estimate should've never scheduled an installation until this was fixed. (She actually said that person should be fired.). We had discussed the damage extensively with the person who provided the estimate because he shared how his house had burned down.

Dec 3, the installer shows up, within an hour, they tell us they cannot complete the job because there was an "emergency" with one of the installers and he had all the tools. Their boss who was also onsite, says they will come out Dec 10th and complete it. (Why didn't the boss have a backup plan?)

Dec 10, installer shows up, partially cuts the top step, packs up and leaves without a word! So the top step is partially cut creating a fall hazard should we step on the step and it break off. I called his boss (same guy from Dec 3), he says installer had a "family emergency". Again?! Apologized, rescheduled for Dec 11th.

So, five trips, five times me or my husband have taken off work. I am requesting a significant discount for having to take off work five times. I've made multiple phone calls only once did C.W. reach out to me and state he could only provide $225 discount for our inconvenience. This is not acceptable.

I was scheduled to have laminate flooring put down on Nov 26 , they came out and did some of the job but couldn’t finish it because they didn’t have all the supplies . ( then why schedule it ?) told me customer service would call when it came in , which never happened , I had to call them . They did get it in finally and gave me a appointment for today 12/9 to Finish it ,?between 8 am and 6 pm well no one showed up and no one called ! Very unhappy customer and would NOT recommend this company to anyone

We had laminate installed and requested for the area to be fixed 3 ties each time we were given the run around at which time the Representative here in Las Vegas was very condensing and rude never bothered to follow up. This has been ongoing since the initial installation.

2nd we paid additional fees to have the carpet replaced and now your company wants to charge me 150.00 dollars to come out. The carpet is buckling and they keep sending individuals that bring kids with to do the installation

Biggest financial mistake I ever made. Contractor never spoke English. Buckled floors, poorly installed edge trim. Terrible after service. Here is a quote from the salesman I had who sold me on the installation:

Good morning!

I have received numerous calls and texts from Ronald Stodzart. Ronald said he has left multiple VM messages with customer service in Charlotte and no one has returned his calls. Could you please have someone contact him asap as he is very concerned about his install. He is stating that the planks were cut to long and they are bowed and there are air pockets under some of the planks that were installed.

Patrick Hess

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