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 2,162 Customer Reviews
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Review fromLouise P
Date: 11/15/2024
1 starLouise P
Date: 11/15/2024
I had my kitchen floor installed 1 yr. ago and after going through a horrific installation process where my walls worn tore up and required significant repairs before the floor was installed. Now a year later my floor is bubbled up at almost every seam.When I contacted customer service I was told to send in pictures, so I did and explained the unsightly condition of my floors which the pictures displayed. She later contacted me and said that my installation was over a year ago and that if I wanted to have someone come out to assess my floors that I would have to pay $250.I refuse that offer because this not an installation concern it is a poor quality of their product concern. After having my floor for only a little over year, I should not be seeing evidence of my floor coming apart.I am furious over the fact that she tried to tell me it was due to the installation and wanting to charge me to have someone come out to assess what I have already shown her what the problem was.I have paid a significant price for my floor and should not be having to pay for any kind of assessment or repairs in this short period of time. Empire's customer service needs to be more supportive of their customers and not try to cover up the real issues and charge more fees instead of offering to resolve the issue.
Empire Today, LLC
Date: 11/18/2024
******, this is not the experience that we wish for our customers, and we sincerely apologize for your experience. We've located your order and will be in touch with you shortly to discuss your concerns.Review fromLaura H
Date: 11/14/2024
1 starLaura H
Date: 11/14/2024
Empire Today left our carpet installation with USED transitions from another consumers home that were scratched, dented and installed un-even to our kitchen and bathroom floor. The contractor used roofing nails for which he left sticking out of the floor in some spots 1/4 inch. There is carpet sticking out of the corner of the transitions and the contractor did not use padding along the area to the corner. I sent over 7 emails to several employees, managers, our consultant who sold us the carpet & called with being given 5 reference numbers which have been given to me. The emails that I have sent to those individuals have gone unanswered but I received two emails from two people who tried to schedule the repair with this same contractor. I had a conversation with an employee who initially hung up on me when I tried to explain my utter disgust over this situation. I was promised that a Supervisor would contact me several times. I cornered the installation Supervisor after he avoided my emails & calls by placing a phone call and selecting the prompt for installs as a new customer. He answered the line for which he had to speak to me. The Supervisor S offered no solution except to send the same contractor E who had a language barrier issue, lack of pride in his work, and insisted that we allow this contractor back into our home to correct his mistake. We spent $2300.00 for this installation and are left with poor workmanship, a headache along with disregard to us, as customers. They did not vacuum the dirt up or move furniture. There is no recourse or resolution. In addition, be aware of the over ordering of carpet from the measurements because you will be left with an excess of carpet. Believe, me you pay for this. The excess is enough to carpet a small bedroom or laundry. The consultant never offered to carpet the living closet with the excess carpet. Poor customer relations all the way around. I have plenty of pictures to show the proof!Empire Today, LLC
Date: 11/20/2024
*****, 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 fromPam M
Date: 11/12/2024
1 starPam M
Date: 11/12/2024
Disrespectful and shotty work. Failing to correct. After spending $12000.00 I was in disappointment and will not longer engaging in business with Empire.I will not refer anyone to this business. I wish I could rate a zero.I asked to speaking to supervisors and was denied. A real s*** show.Empire Today, LLC
Date: 11/13/2024
***, 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 fromLueseuse M
Date: 11/07/2024
3 starsLueseuse M
Date: 11/07/2024
Empire installer that came out they told my bed apart which is electric that in needs to go up and down im disabled and separated my recliner and didn't plug my bed back up which i cant get under the bed to plug it back up almost fell on the floor because they didn't connect my recliner back right and i need someone stat to come back out and fix the problem but customer service telling me they give me call call back in 48 hrs. Im disabled i need my bed and chair asap not 48hrs call back. My head have to raise up high for my eyes surgerys so the pressure wont come up. Flooring okay worker don't put things back when they take them apart im 67yrs old with heart and eye problems don't need anymore problems.please send someone back out to fix the issues.Empire Today, LLC
Date: 11/07/2024
*****, thank you for bringing your concerns to our attention. We've located your order and will be in touch with you shortly.Review fromDaniela H
Date: 11/06/2024
1 starDaniela H
Date: 11/06/2024
If I could, Ill give a zero stars! Sales *** promises us the world including unlimited warranty free of charge .Poorly installation. I called to complain and nothing was resolved! Now my floor is lifting when I call I was told that I need to pay $349 ! They asked for pictures just to tell me that nothing could be done and that the sales person lied to us !! Liars horrible customer service.Empire Today, LLC
Date: 11/08/2024
*******, thank you for bringing this matter to our attention. We are sorry that you had a negative experience and will use this as an opportunity to improve. If you still need further assistance after talking with our customer service team,please email us at *********************************************************************************************************************Review fromMaria Z
Date: 11/05/2024
1 starMaria Z
Date: 11/05/2024
PLEASE READ BEFORE YOU MAKE A DECISION. ******** company, super expensive and customer service. To start, the Sales Person promises you the best product, installation, lifetime warranty, etc etc. Once you signed the contract you are out of luck with all that. I have a townhouse with two set the stairs. The product originally offered by the sales person wasn't the best one so I switched to a better one. Once the installer removed the old flooring, they said that they need to level some areas and of course that wasn't included in the original estimate and never discussed or presented as a possibility by the sales person at the moment to get you to sign the contract. so ADDED that to the price. Then while doing the stairs (the price for the stairs was already super expensive) the installers said that the stairs need extra work, once again that wasn't discussed or presented by the sales person before so ADDED that too to the original price. Finally, everything is done, installer finished. doing the final walkthrough I noticed that the color of the stairs does not match and there are some gaps between the edge and the flat part of the stairs. At that moment you cannot longer to the Sales Person, She pretty much via text told me to contact customer service at a ********** and open a claim, She never contacted me again or help me with the situation. Opened a claim and the company bounced me around for a while, they said that I needed to order a " custom made product for the stairs " and the situation did not get resolved. I ended up having stairs with different colors and some gaps., and a huge bill to pay. I do not recommend this company. PLEASE DON'T FALL FOR IT. *******, *******Empire Today, LLC
Date: 11/06/2024
*****, were so sorry to hear that your flooring concerns have not been addressed yet, and wed love to have the opportunity to fix this. Weve located your order, and well be in touch with you as soon as possible to resolve this.Review fromCarolyn W
Date: 11/01/2024
1 starCarolyn W
Date: 11/01/2024
Empire installed laminate flooring and carpet, but the workmanship was subpar and below expected standards. The company does not stand behind its work, products, or customer service. Be sure to fully understand their work ethic, product quality, and commitment to honoring installation services. If any issues arise, report them immediately.Empire Today, LLC
Date: 11/06/2024
*******, it's upsetting to hear that your experience was anything but stellar. If you could provide more information, we would be happy to try and improve this situation. Please get in touch with us at ********************************************************************************************************************* with your contact info, and we will contact you soon.Review fromVictor A
Date: 10/31/2024
1 starVictor A
Date: 10/31/2024
I am a repeat customer. I have purchased carpet twice before with no problems. My most recent purchase in Mar/2023 included both carpet and the *** hardwood flooring. The carpet is without any problems but the *** is where I am having problems. I could feel the flooring warping/buckling like it was becoming unglued. I originally filed this claim in August/2024 A week had past with no response, so i called back for an update only to find that they had closed the claim without talking to me. I submitted a new claim for this same issue on 25 October 2024. I am still waiting to hear from someone. This appears to be an normal practice when dealing with customers issues and complaints. Their competitor 50 Floors offered me the better price but I chose loyalty by being a repeat customer. I am regretting that choice now because of the aggravation of trying to resolve this without Empire standing by their warranty of their products. I recommend that everyone do your research and compare not only pricing but also customer service before deciding on which company to use for flooring. Because of the way my situation is NOT being handled ; I will not be a three time customer!Empire Today, LLC
Date: 10/31/2024
******, 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.Review fromKim P
Date: 10/30/2024
2 starsKim P
Date: 10/30/2024
Had Empire install laminate throughout my entire home last year. Very happy with my flooring. However, Just had new kitchen cabinets installed and need to order a box or two of matching laminate where it was pulled up due to different cab measurements. Was told Id get a call 1-3 bus. days to order matching laminate. Its been a week without a call back. Ive been calling and now emailed for help. My kitchen has been put on hold until I can get the pieces I need to level the cabinets. Norfolk office. Im hoping to stay a loyal empire customerEmpire Today, LLC
Date: 10/31/2024
***, you have every right to feel frustrated having received no response. We are so sorry for this and would like to fix it. We've located your account, and we'll be in touch within the next 24 hours to resolve this.Review fromBonnie A
Date: 10/29/2024
1 starBonnie A
Date: 10/29/2024
This is not a professional flooring company. They do not follow through on their warranty policy. Please seek elsewhere if you are planning on installing any type of flooring in your home or business.Empire Today, LLC
Date: 10/30/2024
******, it's upsetting to hear that you did not receive the top-notch service we strive to provide. We take your feedback seriously and will treat this as a learning experience. After all,there is always room for improvement, and will use your feedback to improve our services.
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