Reviews
This profile includes reviews for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 2,163 Customer Reviews
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Review fromMichelle F
Date: 11/26/2024
2 starsMichelle F
Date: 11/26/2024
We had approximately 1200 ft of flooring laid. Some was Luxury vinyl and some was carpet. They arrived the first day to lay the vinyl everything went well except the wrong 1/4 round was ordered. The 2 men did a great job, was very meticulous about their work and cleaned up when they were done. The next day three different men showed up to lay the carpet. First of all none of them could speak or understand English very well at all. After they took up all the old carpet and padding, (2 large rooms) the put down new tack strips and padding. Then they went outside and unrolled my brand new carpet out on the driveway so that they could cut the carpet. Empire sent all of the carpet and one large piece. So not only was my carpet dirty on the bottom but the man was walking across it after walking in the yard and walking in other places at the driveway then walking across the carpet. They did not wear shoe covers coming into the house. At first I thought the carpet was the wrong color then after they cut a sample for me and I brought it inside I could tell that it indeed was the correct apartment. It took me almost 2 hours to get them to understand to yes go ahead and lay the carpet down. They sat in my floor playing on their phones during this 2 hours. I struggled to get them to understand English well enough to get the carpet put down as planned. They finally understood and laid the carpet. They did a great job installing it. When I spoke to empire customer service regarding the lack of English skills and the fact that my carpet had been laid out on the ground outside prior to being installed into my house they did not seem to care nor were they concerned about it. Another week and a half to two weeks later they finally got to proper quarter round ordered and installed. I would not recommend empire to any of my family and friends as they appear that once they get your money they no longer care about you
Empire Today, LLC
Date: 11/27/2024
********, your feedback is valuable to us, and we genuinely appreciate you taking the time to share it. We are dedicated to carefully examining your concerns to ensure we can enhance our services effectively in the future.Review fromHeidi S
Date: 11/26/2024
1 starHeidi S
Date: 11/26/2024
My husband and I do all our home renovations but this time we didnt have the time so we had Empire install vinyl plank flooring at the end of March 2024. Everything was good until they came to install the flooring. They showed up and came into our house and looked around and said they didnt get enough flooring for the job and started to remeasure and then they walked outside and started to leave without saying anything to us. My husband managed to stop them and they said they werent going to do this job because Empire wasnt paying them enough for this job and left. Contacted customer service and they got another crew scheduled for later that week and they came and they pulled back a corner of the carpeting to look at the subfloor and said we didnt have the right subfloor and that was additional cost (which the salesman said it would only be another additional cost if the subfloor had water damage) tried fighting it but ended up paying it. They made sure that they finished the job the same day and now 7 months later (notice back in October 2024) our flooring is gaping and warping. Contacted right away and sent them pictures and the same crew that installed the flooring came and looked and took pictures and said we have a water leak and the dogs having accidents is why its gaping and warping. Ive been emailing and she finally told me we have the ESP warranty and to call them. I called them and gaping isnt covered for vinyl plank flooring and they left her a message and that I would hear from her in 24 hours and I still havent heard anything. I emailed her yesterday but still nothing. And just so you know we dont have a water leak and our puppy poops sometimes and it gets cleaned up right away. I havent even washed the floors because Im afraid its going to cause more damage. Long story short, dont even consider Empire for flooring they are a horrible company. Im thinking now contacting contact 6 maybe that will get my floors fixed.Empire Today, LLC
Date: 11/27/2024
*****, we hate to hear that your flooring 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 soon to discuss your options.Review fromSeth T
Date: 11/25/2024
1 starSeth T
Date: 11/25/2024
$15k tile installation took 2 months to finish. Installer had to come back to fix errors 8 times, often not showing up when scheduled (days later) and showing up without notice. When we asked for a less than 8% discount on our floors we were offered a pitiful $100 for the inconvenience. This company clearly has enough volume to not care about their customers. Do yourself a favor and go with literally anyone else, I know I will be next time.Empire Today, LLC
Date: 11/26/2024
****, we always aim to deliver a great experience and are gutted when we dont meet expectations. Thanks for taking the time to bring this to our attention. We will use this feedback to improve and ensure this doesnt happen again.Review fromCourtney B
Date: 11/24/2024
3 starsCourtney B
Date: 11/24/2024
Sales consultation was great. The install team was great. But the communication from empire was non-existent once the job started. When the installers arrived, they did not have the correct 1/4 round. I began calling the first day to try to get this resolved. I never received any callbacks from **. I ended up calling my salesman to see if he could help. Even with his help, I never received any calls. The install team finished laying the flooring on day 3. Never received any calls. On day 5 after the job started, I received an email stating next day they would finish the job without a call to confirm I would be available. I ended up losing 2 days pay due to them not calling because I needed the job done before Thanksgiving. It wasn't until I told the installers that I would not be paying until I received a call that I finally got someone to call. They gave me 100$ off 11k. I will never again use Empire.Empire Today, LLC
Date: 11/26/2024
********, your feedback is valuable to us, and we genuinely appreciate you taking the time to share it. We are dedicated to carefully examining your concerns to ensure we can enhance our services effectively in the future.Review fromPATRICE R
Date: 11/22/2024
1 starPATRICE R
Date: 11/22/2024
We had Empire install some floors in or around 2020, fast forward to 2024. We have a few planks that have regular wear and tear scratches. And we contacted Empire to see if this was under warranty. We called Friday November 15th and was told that we would be contacted within 24 to 72 hours, which did not happen. On November 21st, we called them back to request an update on the service call. We then received a call back November twenty second, the customer service agent stated that the one year warranty had expired but that there was a "fifty year warranty". We asked what is considered wear and the agent started asking questions about the location of the scratch and how it's being cleaned. We were also told that the style was discontinued six months after the installation. We asked how is that possible. The agent then stated that they might have some left over in a warehouse.But we will be responsible for delivery,installation, etc.I am very disappointed in EMPIRE giving customers a fifty year warranty that cannot be used We don't need an entire floor we need 2 or 3 planks that need to be replaced.We regret using EMPIRE for our floors.Empire Today, LLC
Date: 11/25/2024
*******, we're disappointed to hear that you're unhappy. We understand that our team offered the best outcome possible. If you would like to move forward, please let us know.Review fromMarissa P
Date: 11/21/2024
1 starMarissa P
Date: 11/21/2024
I had an Empire sales *** come to my house to provide an estimate. After going through all options we decided on our *** and was given a price. After some discounts were applied, we signed the contract with the agreed upon price. During the walkthrough, the sales *** pulled up some corners of the carpet to assess what type of subfloor was there. He noted it was acceptable for what we were needing (particle board). He also noted that they may need to ***lace some areas as he couldnt see what was under everything but at the most, it would be an additional $500. We agreed. Once the installation date arrived, the contractors got here and started to pull up the carpeting. Once the guy saw it was particle board, he said they wouldnt lay the *** over that, that it needed to be ripped out and ***laced with plywood. Well, this tacked on an additional $4000!!! I was irate and called my sales *** who was confused why they were saying I needed plywood as that isnt what was in their documented requirements. After a lot of back and forth, they brought it down to $2100 but I am still thinking this was a breach of contract. Im looking at the potential of getting a lawyer involved at this point. I feel like I was backed into a corner and swindled.Empire Today, LLC
Date: 11/25/2024
*******, we take your concerns seriously and want to address this right away. We've located your account and we'll be in touch with you soon to resolve this.Review fromPeter J
Date: 11/21/2024
1 starPeter J
Date: 11/21/2024
Purchased the damage extended service plan for my last 2 flooring jobs this year on my house. The sales persons raved about this stating it covers scratches, spills, any damage to the new flooring. the cost is based on the job size. I made a claim last month after getting the run around and calling multiple phone numbers and getting transferred. I was able to make that claim for some scratches on my hardwood floor. Keep in mind I have been loyal to this company and have done flooring jobs on my home in ********** and ********. I have invested approximately $800.00 in the warranty on my last 2 floors. BUYER BEWARE, this warranty is a scam. My claim was denied stating that I had to report each scratch within 5 days. Now those scratches are not covered. The sales team told me how great this warranty was and that it is a NO QUESTIONS asked warranty that covers your new floors for 3 years for scratches, water damage, accidents, etc. I called, was put on hold, call dropped, left a message, tried to speak to someone about this. I have scratches that are months old, some weeks old, and some as recent as my denial letter. Do not pay for something you can not easily use or have to go through tons of emails, calls, etc. only to be denied. I want my money back but unless you are buying new floors, don't expect any help.Empire Today, LLC
Date: 11/22/2024
*****, we understand your frustration and wish to make this right. However, we've located your order, and as it turns out, your issue was resolved with a previous customer service team member who provided you with a solution. We hope this resolution brings you peace and wish you all the best.Review fromHenrietta M
Date: 11/20/2024
1 starHenrietta M
Date: 11/20/2024
I contracted with Empire Today LLC, for the installation of flooring and it has been a total nightmare!!!! Between the conflicting assurances by my sales **** ****** *******, his general manager **** ******, ****** ******* and the horrible customer service, that my deposit of $5,000+...I'm still waiting for my money. ****** ******* went on vacation and has not responded to text messages or emails. His GM **** ******, has not returned calls or emails. On 11/1/24 I spoke with ****** ******* who assured me of my refund in 5-7 business days. That the sales *** had "overpromised" and should not have taken my deposit, until I had the product I wanted. 11/12/24 I I was assured again, that ****** was submitting the request for my refund. 11/20/24 I left another message for ******. I sent emails to ****** *******, ****** *******, **** ****** and ***** ****** asking for their assistance with my refund. Per my sales **** ****** ******* I should contact these individuals if I had a problem. NO ONE HAS RESPONDED TO MY EMAILS OR VOICE MAILS!!!!!!! Additionally, I have numerous text messages/voice mails from my sales *** assuring that my refund would be returned; Empire would not keep my money. I WANT MY REFUND!!!! that (according to ****** *******) should NOT have been collected without the assurance of the product that I wanted!!!!!Again, I have numerous text messages, emails and voice mails from ****** ******* assuring me that every ***** of my refund would be returned since they could not provide a satisfactory product. WHERE IS MY MONEY!!!!!!!+Empire Today, LLC
Date: 11/25/2024
*********, 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 be in touch with you soon to rectify this.Review fromAmber G
Date: 11/18/2024
1 starAmber G
Date: 11/18/2024
Empire installed laminate flooring throughout the first floor of my home. The sales consultant told me to remove the flooring in 3 of my rooms myself to which I agreed. When they came to install the floors, they informed me that they will not be doing one of the rooms I was told to rip up because it wasnt on their plans. So now one of the most important rooms in my home has no flooring and they refuse to do anything about it to make it right. Getting in contact with anyone who will actually help or has any interest in making it right seems impossible. That was only one of three issues we had with them. I highly suggest looking into a different company for flooring, I would never recommend this company.Empire Today, LLC
Date: 11/19/2024
*****, thank you for sharing your experience. We sincerely apologize for the inconvenience. We assure you that we take your concerns seriously and will contact you soon.Review fromSuzanne S
Date: 11/18/2024
1 starSuzanne S
Date: 11/18/2024
If I could give then MINUS 5 stars I would. Their customer service is one of the worst I've ever dealt with. The company does not even care about clients. I made an online appointment for a free estimate to have my carpet replaced and also called and spoke to a customer service representative to make sure the appointment was made and secured for desired date to which she responded that it was. I went through so much trouble to take a few hours off work so I can meet the sales person on time. On the day of appointment I was at the house but no one showed up. I called the company to find out if they're on their way and the lady put me on hold to come back and tell me that the appointment had been canceled earlier in the day due to not having any sales **** I was told there was a note made stating that they had called and left a message for me, but on my end I had no missed calls or messages left from empire today. I asked to speak with a manager and was given the same response. I was only given an option to reschedule the appointment, but how was I possibly going to trust that they would not cancel the next appointment again without notification. I am extremely displeased with their customer service for not trying to be accomodating and so nonchalant about losing a customer. They advertise that they have sales and promotions but the way I see it saving a few hundred dollars is not worth the aggrevation they put you through. I do not recommend empire today as they couldn't care less about how valuable people's time are.Empire Today, LLC
Date: 11/19/2024
*******, we dislike missed appointments as much as you, and we sincerely apologize for your experience. We've forwarded your message to our customer service team, and will be in touch with you soon.
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