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 fromJeannette R
Date: 10/18/2024
1 starJeannette R
Date: 10/18/2024
I honestly just need to share this to hopefully help someone avoid making the same mistakes I did. My floor literally makes me sad every time I look at it. So, here goes.
First off, I went through Empire – biggest mistake. I opted for L.W. Mountain luxury vinyl planks, and I have to say, at first, they looked amazing. This was exactly two years ago this week.
But less than a year in, I started noticing gapping between the planks, and eventually, some of them began lifting and chipping. Now, it looks terrible. I even had to tape one plank down to prevent anyone from cutting their feet on the chipped edges.
Mistake #2: I waited too long to call. The installation warranty was good for 12 months, and I didn’t reach out until around month 18 – that’s on me. However, the planks themselves have a lifetime warranty, so I contacted both Empire and L.W. Mountain for help.
Empire came out, charged me around $200 for the visit, and said the issue was due to a dishwasher leak… on the other side of the room. They offered to fix it for $3,500. I had a second opinion, and there is no dishwasher leak. I also had someone else confirm there’s no way a leak could cause the gapping and chipping in the other areas.
Empire insists it’s the non-existent leak, and I’m stuck paying $3,500 if I want it fixed. This is after I already spent around $14,000 on the floor back in October 2022.
I also reached out to L.W. Mountain since the planks are covered under a lifetime warranty, but they just sent me back to Empire. Now both companies are ignoring my emails, and I’m left with a floor that’s lifting, gapping, and chipping.
It’s just so disappointing, especially after spending so much. I guess it is what it is, but I’m sharing this in hopes someone can avoid the same sad, frustrating experience.
Empire Today, LLC
Date: 10/21/2024
Jeannette, we’re
so sorry to hear that your flooring concerns have not been addressed yet, and
we’d love to have the opportunity to fix this. We’ve located your order, and
we’ll be in touch with you as soon as possible to resolve this.Review fromRobert S
Date: 10/18/2024
1 starRobert S
Date: 10/18/2024
During this stressful time of selling our 4yr old house, Empire carpet LLC has yet to repair issues with the new carpet and pad. Empire installed our new carpet a month ago and we love our 8lb padding and carpet but there are issues with the installation that are still not resolved and our first payment is due. After several phone calls to customer service and failed return calls from the installation team, our flooring issues are still not resolved by the Empire team. We are really shocked by this performance from such a reputable company. Any help resolving this problem would be greatly appreciated.Empire Today, LLC
Date: 10/21/2024
Robert, 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 fromAlex N
Date: 10/17/2024
1 starAlex N
Date: 10/17/2024
Our experience with Empire has been a nightmare from the very beginning:
Installers arrived with the wrong “luxury” vinyl flooring.
arrived the next day with an insufficient quantity of the correct flooring and rushed to install what they had in order to make up for lost time. We pointed out to the installers areas of the flooring that were not properly laid down. The installers agreed to correct their shoddy workmanship.
Installers arrived with an insufficient amount of quarter-round. A new team of installers arrived a few days later to finish installing the quarter round and the transition pieces. The ends of some of the quarter-round were not properly secured.
When we saw that the flooring was shifting and buckling, we contacted you immediately, within the warranty period. We made several attempts to reach out to you by email and phone. It took two days to get a response from you. We were told to take pictures, fill out a survey, and pay a team $150 to take additional photos.
We were also appalled that the patina was wearing off. Empire offered us a free mop and cleaning supplies so that we could attempt to correct the problem.
Now you are claiming that “there is something wrong with the house.” Would you kindly tell us what you think the problem is? And if it existed at the time of installation, why didn’t the salesperson who came to take measurements, etc. tell us there was a problem? Furthermore, why didn’t the installers say something? To the best of our knowledge and based on the input from our home inspection, there is nothing wrong with the house. If there was something wrong with the floors themselves, why wouldn’t you explain the problem to us so that we could look for a solution? Empire claims to be flooring experts.
Empire offered us to reinstall the flooring for $3000.00 but since we have responded to their offer we have yet to hear anything back and it has now been 3 weeks.Empire Today, LLC
Date: 10/18/2024
Alex, it
worries us that we have yet to resolve your issues with your flooring. We know
how frustrated you must be. We want to help you further. We'll be in touch with you soon to discuss your options.Review fromBrian P
Date: 10/17/2024
1 starBrian P
Date: 10/17/2024
We had carpet installed in 2018 and at the beginning it looked good but not too long it starts to roll up in every room. It's supposed to be high quality carpet so I'm thinking it's probably due to how it was installed and likely not enough slack was taken out. I reached out to the company a while ago and nothing so I figured I'd post my finding here. We almost didn't go with them because the sales guy was rude to my wife but the manager convinced us to go with them. Here's some pictures of the rolls which is in every room and hallway.
Update 10/15/2024:
I got an email saying they would contact me within 3 business days. Well, 3 business days have passed, and nothing. This is what happened last time I reached out to them.
Update 10/17/2024:
I got online with a recorded person who essentially told me I'd have to pay for a carpet restretch. They don't want to attempt to make it right; they want to just get you on the phone to record you. I wouldn't do business with this company at all. They won't even assess the situation. Don't give these people your money!Empire Today, LLC
Date: 10/18/2024
Brian, we always aim to deliver a great
experience and are gutted when we don’t meet expectations. Thanks for taking
the time to bring this to our attention. We will use this feedback to improve
and ensure this doesn’t happen again.Review fromJason K
Date: 10/17/2024
1 starJason K
Date: 10/17/2024
It has been a year since we had our tile installed and we have been battling with Empire for the past 8 months to provide warranty service.
The grout between some of the tiled areas is just disappearing. Multiple people from Empire and the grout manufacturer have come out to look at it. They took multiple samples to have the issue tested in the lab to identify the cause. We still have not received the actual answer, by the way.
It has been a pissing match between Empire and the grout company as to who should pay. Meanwhile, as the customer, we sit here with crappy-looking floors and continue to push off selling our home due to this situation.
Finally, they came to an agreement to fix the grout and we had an apt scheduled for Oct. 10th, 2024. After not receiving a call to confirm, I reached out on the 10th to find out what time they were going to arrive and I was told that our apt was booked for the following week. Right during a time I was supposed to be out of town for work.
So we work up early to move all of the furniture and now they are not coming???? This is not the only time during this complete debacle that they have not shown up for an apt or shown up on a day that we were not expecting them!
I'm at my wit's end with this company and I believe we are on our way to a lawsuit.
If you are looking to get flooring done in your home, you should completely bypass Empire unless you love frustration, mediocre service, and an increased stress level.Empire Today, LLC
Date: 10/21/2024
Jason, we
take your concerns seriously and regret to hear that you’re unsatisfied. We understand
that you are currently working with our customer service team to resolve your
concerns. Please let us know if you still need assistance with anything else.Review fromAshley F
Date: 10/17/2024
1 starAshley F
Date: 10/17/2024
I had vinyl flooring installed in my kitchen and living room areas this past February 2024. I was not present for the installation but my mother was able to be there. My mom communicated with me that during the installation, an installer by the name of Carlos helped himself to my mini fridge and also allowed his partners access. My mom offered them water before they decided to help themselves but apparently that was not good enough for them. Upon completion, I noticed that a few panels in my kitchen had scratch marks on them. I contacted customer service, and they ended up sending the same person back who installed the floors, Carlos. He informed me that the scratch marks were too "small" for them to be replaced. I do not care how small the scratches are, the flooring was defective. Their warranty states that "Every EMPIRE® hand tool is warranted by the manufacturer to the original purchaser for the reasonable lifetime of the tool solely to be free from defects in material and workmanship." Apparently this warranty is fraudulent misrepresentation as I was denied replacement services because of their faulty flooring product. I reached out again about a couple weeks ago to reopen my service ticket because I was not going to accept no as an answer. I called customer service only to get disconnected or reach a voicemail box that was full. No one returned my phone calls or attempted to reach out. I finally called back and asked that service ticket to be closed so they can REOPEN a new one for me. A person finally contacted me via email. The representative informed me that the flooring can fixed at MY cost. They want me to pay for their defective flooring. A manager by the name of Cristal D. Santana was very unpleasant, impractical, and highly unconcerned regarding my situation. Empire Today is a negligent "company" who will just take your money and leave you disappointed. Please go elsewhere!Empire Today, LLC
Date: 10/21/2024
Ashley, 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 fromLAUREN C
Date: 10/16/2024
5 starsLAUREN C
Date: 10/16/2024
I am so impressed with every aspect of the process, and absolutely LOVE the way my floors look! Knowing now how easy and efficient Empire makes your floor renovation having lived through it, I would absolutely recommend it to anyone considering it. Don't wait. It could be done in a snap.Empire Today, LLC
Date: 10/17/2024
Lauren, we just love hearing this! After all, home is where the
heart is! We can’t wait to work with you on your next project, and we promise
to keep providing you with top notch service.Review fromCarrie W
Date: 10/15/2024
1 starCarrie W
Date: 10/15/2024
We recently scheduled an appointment with Empire to restretch the carpet they installed in 2020. The date was set for Friday Oct 11, 2024. An approximate time of arrival was not given at this time.
At approximately 11am we called to determine the arrival time of their employee. The operator stated she left a message on his phone. We never received a call back.
A second call was placed at 4:45pm to see if they were coming. The operator connected us to his voice mail and we left a message regarding when they were coming to stretch the carpet. Again, our call was not returned.
On Saturday Oct 12, 2024 at 8:52am we called Empires customer service number and talked to Darlycia. She said a “no followup ticket” would be completed and we should expect a call back. No one ever called.
Monday 9:00am we called Empire and spoke to Patrick. We explained the situation and that no one had called to let us know why they did not keep our appointment. Patrick stated they would reschedule for Oct. 17th or 18th. We requested a call back to confirm the new appointment. They called back at 11:20am and stated they couldn’t get to the job until Monday Oct 21st. At this point we canceled the appointment.
In conclusion, we were not satisfied with Empire’s customer service. Our first three calls were never returned and no explanation or apology for the missed appointment was ever received. We would not recommend Empire.Empire Today, LLC
Date: 10/16/2024
Carrie, we're genuinely sorry for the inconvenience. We will
investigate this matter and work on a solution for you. Your satisfaction is
important to us. We've located your account, and we'll be in touch with you
soon to address this.Review fromJay S
Date: 10/08/2024
1 starJay S
Date: 10/08/2024
Their Sales **** **** ***** came to our house for an in home consultation to replace some carpet. Once we narrowed down the carpet we were interested in he quoted us a price that was much higher than a competitor had given us for similar carpet. **** went out to his car to talk to someone with Empire and came back and offered us a 10% discount if we signed up that night and put 50% down. We told him we were not ready to commit on the spot so he left claiming the 10% discount was off the table. A week later we received a post card from Empire stating that they would improve our offer. We called and were offered the 10% discount plus an additional $50 off. **** did not include a second trip charge in the original bid even though we discussed it 3 times when he was at our house. He said the additional trip charge was $60. We made multiple phone calls and sent emails to Empire to clarify the amount of the trip charge. After waiting almost a week we were told that the Sales Manager insisted the trip charge is $250. Bait and Switch tactics and poor communication skills with customers. Plenty of other local options for carpet with better prices as well as customer service.Empire Today, LLC
Date: 10/09/2024
***, we appreciate your honest feedback, as we are always looking for ways to improve.Thank you again for taking the time to let us know how we can improve. We hope you will consider us again in the future. Take care.Review fromNicole D
Date: 10/06/2024
1 starNicole D
Date: 10/06/2024
Horrible!!!!!!!!!!!!! Never in my life have I left a bad review bc I feel its not fair to companys bc sometimes its just one bad employee. but I have spoke to MULTIPLE people and supervisors and today was the last straw . ******* supervisor from the call center was extremely rude. Acted like he didnt want to deal with my situation at all. Hung up on me after he gave me the confirmation number that he sent a ticket in for me over this situation. I have been calling since Friday morning multiple times. Yesterday a women I missed her name said she will take the coupon off my price but never did. I guess she just wanted to get me off the phone. Everyone is giving me a run around. I was supposed to receive $300 off for spending over $3000 and using the link to Book my apt after signing up for emails and texts and no one is honoring it For me and everyone keeps Giving me the run around. I just want to Cancel my contract and today is the last day of my 3 day ***** period to cancel so I can get my 1800 deposit back. I need someone who actually cares about the company to call me. Every employee can seriously care less how they treat their customers. Very sad.Empire Today, LLC
Date: 10/08/2024
******, 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.
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