Reviews
This profile includes reviews for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 2,153 Customer Reviews
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Review fromKIMALLAH T
Date: 03/27/2023
1 starKIMALLAH T
Date: 03/27/2023
This company is the worst. I purchased a wall-to-wall carpet in November. The carpet looks old now. I live with only one person without a lot of traffic. I put in a complaint to the company. Empire asked me to email pictures of the rug. After doing so, I was denied by the manufacturer for a new carpet. NO ONE came to see the rug in person. Now I'm left with an old-looking carpet while still paying for it. This is horrible! I also hate them
Empire Today, LLC
Date: 03/28/2023
Oh no! We hate to hear that your carpet has exposed issues, ********. We want to investigate this further to see how we can help. We've located your account, and we'll be in touch with you as soon as possible to resolve this.Review fromBen F
Date: 03/25/2023
1 starBen F
Date: 03/25/2023
When they are trying to get you to part with your money, they are wonderful. The salesperson was wonderful and attentive helping me pick out vinyl flooring to replace carpeting in the entirety of my house and carpeting on the stairs.A few weeks after installation I noticed an object (ended up being a nail) was left under the flooring. Okay - no worries, I purchased the extended service plan.It took them 6 (SIX!) times to get the flooring fixed. Four of those times were no-shows. Seriously, no call - nothing. Just didn't show up. Time number five they didn't have the proper product. Finally got it done.Now I have a broken transition piece. Again - time number one, the product didn't show up to their warehouse. Did they call me? No. I had to call them that day and figure it out.Day 2 - their contractor says they came to the house. They must have knocked with the most pathetic of force because I was in my house. No doorbell ring, no knock, and no call (even though the confirmation emails say they will call to confirm that day).Day 3 - I'm still waiting and being told they'll be here between 1:30-2:30 PM. Even though I told them I work evenings and go to sleep midday.Their window of service is all day, because god forbid they actually entertain some semblance of logistics or planning and give a smaller window; or take into account that they've messed up multiple times and try to accommodate their customers.Bottom line - don't pay for the extended service plan. It is a rip off. They'll make you jump through hoops to use it. In fact, don't use them. Find a retailer that gives a **** about their customers.Empire Today, LLC
Date: 03/27/2023
***, this is definitely not the experience we'd want you or any of our customers to have, and we would like to fix this. We've located your account and will contact you soon to rectify this.Review fromT Cox
Date: 03/23/2023
1 starT Cox
Date: 03/23/2023
We ordered flooring from Empire Today and some of the flooring began to come up. We were encouraged to get the service plan (warranty) just in case this happened and anything as little as a scratch would occur, we would automatically have it replaced at no cost to us (because of the warranty). Now that a problem has arrived, they denied our claim and said that it was not accidentally. That our furniture caused it to happen. However, when selling us the service plan, they never mentioned anything about furniture not being included in a possible accidental case. They charged us $125 for an inspection and added an additional $975 for reinstallation when we were told that a full replacement would happen at no cost to us under the service plan. I went with Empire because of it being a well-known business but I am utterly disappointed with the poor servicing that the company has displayed and I would never recommend this business to anyone. I am looking to get my floors replaced as promised and as mentioned under my contract.Empire Today, LLC
Date: 03/27/2023
******, we understand your frustration and wish to make this right. However, we've located your order, and as it turns out, your issue was handled by a previous customer service team member who provided you with the best possible solution. We hope this resolution brings you peace and wish you all the best.Review fromCarol D
Date: 03/23/2023
1 starCarol D
Date: 03/23/2023
I ordered ******** Engineered Floating Click Lock Glued Down flooring for my living dining room, *************** area. Note: sales rep entered dining room into living room together because as one area. Empire laid my floors on 2/22/23. Floors wasnt glued down as stated in my contract & several areas are moving. I made countless calls to customer service to no solution. They claimed I was never charged for glue down! I specifically discussed with sales rep that I dont want a floating floor. He assured me that it will never move because its permanent glue down so thats what I agreed & what I signed for it to be glued down. They claim sales rep ***** put it in his notes. Well its in my contract each area as Glue Down & also under installation method as Glue Down. Cant be any clearer. Now Empire wants to charge me $1,230 more additional to cover the glue. I said No. I paid full price for everything stated on my ************ want Empire to honor it. Dont want a floor that moves when walking on it. I Need my floors glued down asap so I can get my home back in order.Empire Today, LLC
Date: 03/24/2023
Uh oh! This makes us upset to hear, *****. The last thing we want is for you to be unhappy with your floors. We want to make things right. We've located your account and will be in touch to resolve this.Review fromRodney R
Date: 03/21/2023
1 starRodney R
Date: 03/21/2023
Oh, wish we read the reviews before wasting 4 hours just to be told that the lower of two quotes was not possible unless we increased the require 25% down to 36% down. Which was over $300.00 additional money from us. Keep in mind we gave them a check for the 25% down first, then Empire asked for more money. We refused to pay more money, so Empire canceled the contract. Now we are forced to wait 2-3 weeks for the refund. Our money is held up and cannot provide for my family because of their poor business practice.Empire Today, LLC
Date: 03/22/2023
******, this is not the experience that we wish for our customers, and we apologize for your experience. We take your feedback seriously and will treat this as a learning experience. After all, there is always room for improvement. Thank you.Review fromCory S
Date: 03/21/2023
1 starCory S
Date: 03/21/2023
So empire today contractors did not properly install my floor throughout the house but mainly my flooring in the bathroom was damaged badly I called about the problem they inspected it then the last 3 times service was not completed this caused my subfloor to get damaged badly the contractor who was supposed to replace it couldnt because of the damage to the subfloorNow Im looking for a lawyer so that I can file a lawsuit against them as my flooring continues to moldEmpire Today, LLC
Date: 03/22/2023
This makes us upset to hear, ****. The last thing we want is for you to be unhappy with your floors. We want to make things right. We've located your order, and we'll be in touch with you as soon as possible to resolve this.Review fromSidney R
Date: 03/21/2023
1 starSidney R
Date: 03/21/2023
We have used Empire in the past. We contacted them again to get the same carpet we already have in one bedroom. The salesman put in the wrong order. When installers arrived Saturday, we realized the error. We had already moved all the furniture out of 2 bedrooms for the installation. We were promised they would install the correct carpet the following Tuesday. Well it's Tuesday and we are contacted via email that they are now moving to Thursday! Our house has been a disaster since we don't want to continuously move furniture in and out of bedrooms. Our kids had to stay with grandparent b/c we can't get into their room due to furniture filling it. My husband and I both took off today for this installation. This has become a huge waste of our time b/c their salesman couldn't pay attention long enough to click the right carpet selection! Unhappy with service every time we call. Constantly getting the run around, no one wants to take responsibility, and it's clear no one cares about the domino affect this has had our our life. We aren't just a house! We are a family living in our home, who needs full use of the living space. We will never again use this company. The only reason we haven't canceled is b/c we have a deadline to get this done and have put in a deposit.Empire Today, LLC
Date: 03/22/2023
******, thank you for bringing this situation to our attention. We regret the delays in your installation and realize that this is a frustrating situation. We understand that we have rescheduled for 3/23/23, and we will follow up with you to ensure everything gets completed to your satisfaction.Review fromElaine L
Date: 03/20/2023
5 starsElaine L
Date: 03/20/2023
Our experience was great from start to finish. Hopefully, the luxury vinyl will hold up for years to come. Sales rep was timely & helpful. Installers did a wonderful job, including moving items & returning items to their previous placement. Thanks!Empire Today, LLC
Date: 03/21/2023
******, we aim to please, and when we do, it makes us smile. Your home is the most important project you could invest in. Thank you for trusting us, and we cannot wait for future collaborations.Review fromNiki D
Date: 03/20/2023
1 starNiki D
Date: 03/20/2023
Don't get the warranty and customer service/claims people are rude. I have some scratches in my LVP. I called to make a claim to be told that my warranty doesn't cover it. Why? It apparently has to be reported within 5 days of happening and you have to be the one to cause the issue. So don't invite family or friends over who accidently damage your floor because now they have to pay or you. When I initially sat with the rep and went through the warranty with him he just kept saying that any scratches, gouges, shifts in the planks etc. would be covered. I asked multiple times and he insisted that any issues would be covered. The rep misrepresented the warranty if I knew the specifics (even after asking and reading the pamphlet) and telling that the warranty is different for every flooring type/color I wouldn't have gotten it or went with Empire. So now I have scratches & shifting planks that aren't covered. I want my money back for the useless warranty. I should have known something was up when the installer didn't want to give me the unused flooring that I paid for. Next time I will use Lumber Liquidator's and will be telling everyone I know not to give their money to Empire. If I didn't pay for I i'd rip the floor out and have it done by a more professional company.Empire Today, LLC
Date: 03/21/2023
****, we hate to hear that your flooring has exposed issues. We want to investigate this further to see how we can help. We will follow up with you as soon as possible to discuss your options to resolve this.Review fromGerald B
Date: 03/20/2023
1 starGerald B
Date: 03/20/2023
Avoid this company at all costs. They sell shoddy products and have terrible, unresponsive customer service. We had them refloor our home in *********** with a "scratch-proof" flooring. We asked if the warranty covered scratching, and were told it didn't, but were assured we were getting the most durable flooring and wouldn't need it. A week after installation, our floor was covered with scratches. We called customer service and were told they couldn't do anything because the floor wasn't under warranty. We said we were told the warranty didn't cover scratching, and they acknowledged that it didn't and there was nothing they could do, short of us replacing the entire floor. We called back twice, once getting a belligerent agent who hung up on us. Finally, we reached a manager in the corporate office who agreed to give us a partial refund, telling us he'd call back the following day with a number. That was two months ago. We are still waiting. This company treats its customers badly and the public needs to be aware. Is there any way to help us get some response from them?Empire Today, LLC
Date: 03/21/2023
******, this is not how we like to do business, and we deeply apologize for the lack of response on our end. You deserve immediate attention, and we hope we can turn this around for you. Weve located your account and will work closely with you to rectify this matter.
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