Empire will bend over backwards to get you order and your money but the installation crews are not all the same caliber and quality control is lacking. I cannot in good faith give Empire a good reference, the quality is quite less than what it should be and they do not stand behind their product and installation. I have a soft spot on the floating flooring plank installed in my living room. I spent a small fortune, over $8000. total on the flooring installed by Empire and then they try to stick me up for another $350. to repair their defective work. That is totally unacceptable and adding insult to injury. Don't walk away from Empire, RUN!!! and do not look back. I will never do business with Empire again and will be happy to tell everyone else I meet and know to avoid Empire at all cost. read more

They receive 2 stars because the customer relations team was responsive and I was able to easily cancel my contract. READ YOUR CONTRACT before signing! They are not liable for damages to your home, including wiring and plumbing. They use subcontractors. Our installer was awful and that's why we rejected the install and canceled the contract. He showed up 3 hours later than what he personally told us, he had old carpet and padding stacked on top of our new carpet (no protective barrier) and one of the carpets was incorrect. You have (3) days to electronically cancel your contract and a different date to mail your certified letter to cancel. We weren't willing to take the gamble after the first installer experience and so glad we read the cancelation policy. Good luck! read more

After 3 weeks of asking for a written quote, I finally got a, "We really don't do written quotes, just verbal ones," from Eddy/Freddy??? in customer service. That should tell you all you need to know. I'll be taking my business elsewhere. What a waste of time. .....also check their Google reviews. A lot of reviewers with next to no or no prior reviews. read more

The worst company, i dont think the reveiws on their website is accurate. From the salesman right down to scheduling the install was horrendous. The customer service staff all have different reasons for their faults they all lie or nake up excuses. It took 5 weeks and about 6 phone calls to get the installation done. So much for next day installs Do yourself a favor use a local carpeting company read more

Carpet is fine but unless you are going to watch them the entire time you aren't safe and cannot trust them. They went in a room they had no business going into, made a mess and stole cash. Damaged wall board and a floor mat. Don't leave them alone or better yet, go with someone else. read more

The installation team of our new laminate flooring worked hard and did a good job. The issue we have and the main reason we have a difficult time recommending Empire is the customer service. We were told by the installation team that we would receive a document that advises us on how to clean and maintain our new $13,000 floor. That document never arrived. When we called a few weeks later, the representative couldn't disclose approved products (to maintain warranty) but she indicated she would send a document to us. That never arrived. We finally contacted our salesman (Nick) and he advised he would get back with us but he never did. How difficult is it to provide us something that indicates how to clean and what products they recommend. Selling seems important to them, following up with the customer, not so much. Had we only known........ read more

I ordered luxury plank flooring from Empire back at the beginning of June 2025. I am located in Spencer MA. The installation began on June 19 and today is July 13 and it's still not complete after three visits from the installer. What the sales person told me I was going to get and what I received are two different things. Especially regarding the trim in both rooms and also the stairway trim. After my initial visit with the sales rep from Empire and signing the contract, I never heard from him again. I had the flooring installed in my living room, my hallway and a set of stairs, I live in a split level house for reference. The floors were done on the first visit, but they didn't have any of the quarter round molding to finish the outside perimeters of any of the rooms and they didn't have any of the stair nose or flooring for the stairs. Unfortunately, on their first visit, they removed all the carpeting that was in my house, but they also removed all of the carpeting that was on my stairs, leaving exposed staples, and nails, which was a hazard not only to me, but my two dogs and two cats. The exposed hazard was left for over a week and a half until they could come back. I can go into so much more detail, but I just want to post pictures of the work that has been done in my home with still no resolve. I would NEVER use this company again and actually out of a five star review I would give them zero stars. I'm hoping that maybe someone from Empire's corporate office sees this post and does something to remedy this situation because the local Boston office has been no help at all making me feel like I've been an unreasonable customer.I am in Spencer MA. read more

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Well, I had been reading about a bunch of one star reviews, so I was a little nervous. But our installer was excellent. He told me the time he was coming. He was done in 3.5 hrs and did an excellent job. My experience couldn't have been better read more

Job number SO02146626 CRM:0928158 The only reason I am giving 1 star is because Tony the salesman that I worked with was AMAZING! However the rest of the experience was horrible. They installed my hardwood floor on friday Feb 16th 2024, The installers didn't help me move all my furniture back that was the first thing I was upset about. During the install I would periodically go up and check on them but they didn't understand anything I was asking (they did not speak english, only one of the 3 was sort of able to understand maybe 3 words I said. The final result was horrible looking. They did not properly install the gap fillers and made the existing molding look worse, the edges around the tile are sharp and pronounced, my daughter already cut her foot on it. I called customer service to explain my disappointment with the work so they scheduled the installers to come back this week but I wanted to know what the plan is to fix these issues so I called back on monday, I spoke with someone named Caroline, I believe, from the Boston office. We were in the middle of a conversation when the call was dropped. I called right back but I kept getting the voice mail. I called back every 15 mins and left a voicemail, trying to continue my conversation, two hours later I gave up. Its now been over 48 hours and I have gotten no call back or response to my messages. The Installers made an absolute mess of my house with their dirty boots constantly going up and down the stairs....which is to be expected but they made no effort to clean up when they finished. Overall I really regret this decision. I am still trying to get. call back as we speak to find out what the installers are coming back to do, i dont have a clue. as far as value, $8k for a 450sft room, for what I got, $100 would have been too expensive. There was also a very deep scratch/dent in a couple of the planks of wood, it either came that way or it happened during installation as I took these pics moment after they left. read more

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If I could give zero stars I would. We hired them to remove tile from our small upstairs bathroom and put down a new floor. The first meeting was great and they said they could get us in within the week. I was so excited and happy it was going to be done so quick. Fast forward to the day of install and it all goes down hill from there. First attemptat install Friday, they did not call with an ETA, they just showed up at 7:30am. Annoyed, but happy they were there. Then they came in and told me they couldn't do it because of the vanity (keep in mind I asked about the vanity 3 times and was told to leave it). They then left and I had to reschedule. Got someone to come remove the vanity and in the process broke the vanity top ans ripped tiles off the wall, so more money out of pocket now all due to the floor. Second attempt at install Saturday, no call this time and I had to call them for an ETA. When I got someone on the phone they put me on hold for 20 minutes. They then came back and told me that the materials were returned broken and they couldn't do the job AGAIN. They said the earliest they could do it was Tuesday. Third attempt at install Tuesday, again no call and they showed up knocking on the door at 7:15am. Very annoyed, but just happy to get this done so we can have a toilet again (have two kids and need it). They came in and told me they couldn't do it AGAIN FOR THE 3RD TIME. This time the excuse was the sales person did wrong measurements and there was not enough material. Also, they said they were not given the wood overlay that needed to be put down first. They just left and the job is not done again. I am now on hold with the company trying to cancel and get my money back. This company does not know how to do business. I would not recommend using Empire Today. read more

This has been reported to the Better Business Bureau. Since their MA customer service manager was the rudest customer service person I have ever dealt with and refused to give me another name, I contacted Empire Today via their Facebook page, and a customer service rep. from the national headquarters looked into the situation. She, at least, submitted our complaint to the manufacturer, but they refused to fix the floor. I explained to her that the salesperson had told us when we purchased the floor that Empire's 1-year workmanship and servicing warranty would cover situations like this. She said they cannot abide by verbal communication of their salespeople. Our issue isn't with the manufacturer as that isn't who sold us the floor. It's with Empire Today for selling us a poor-quality floor, misleading us into believing the Empire Today 1-year warranty would cover scratches and stains, and then penalizing the customer for trusting the salesperson's word. The only thing they agreed to fix was a small quarter round that had fallen off the wall; they refused to repair the scratches. I have never dealt with a company that is so disreputable and rude. They have replied to many of my reviews saying they want to make this right - but buyer beware. They're not making anything right. read more

I had a kitchen floor installed last January. The installers were rude and refused to install the floor leveler that they were supposed to. The molding that was installed is of poor quality and started peeling within 2 weeks. They also managed to damage a cabinet frame to the point where it doesn't close properly. They also tried to get me to sign off that the work was completed to my satisfaction-which it wasn't so I never signed off. The salesman was also supposed to do a follow up with us within a few days and we haven't seen him nor gotten a call. Now the company is claiming the warranty isn't in force until I pay the balance in full, what happened to with holding payment in full unless the customer is completely satisfied? I've explained all this 3 times to their customer service departments and they all say the same thing; we're sorry that I'm dissatisfied and they will get someone to contact me. Yeah right, that hasn't happened! The only contact I've received is another demand for payment in full and even that amount was wrong. I definitely can't recommend Empire Today for any type of installation project. MM read more

would never recommend!!! Sales guy said the floor would be a quick install 2-3 hrs and we scheduled as needed to have the toilet removed and water turned off. Installers came and said this was not an easy job and we needed a complete floor removal which costs $$$. Job could not be complete and now we are left with a removed toilet and no water in bathroom with a minor child and mother!! Their response "not my problem." I am reporting them to BBB read more

Nothing went right- I was not given the discount I qualified for on line but was told I did- the contract for the purchase was not received for almost two weeks after the installation and only 100.00 was discounted- the installers were rushed and sloppy and threw the new carpet on the ground outside- they had to piece the carpet and after I paid them I noticed that the pieces were not the same color or nap as the rest of the carpet- I have called and chatted on line with 5 different customer service reps and today I am still waiting for a call back to resolve my issues with this company- they are a horrible company- nobody talks to anyone and your left waiting and stressed out coz you over paid fir a rug that isn't right- the seams show and the edge shows the plastic mesh through the nap- I reported them to the better business bureau and will never recommend them or hire them again! read more

I sure wish I checked the Yelp reviews before I went with Empire. The salesman was friendly, but a bit pushy as would be expected I guess. We had other appointments scheduled to get quotes from other flooring companies but our first appointment was with Empire and he was eager to win our business and wanted us to sign a contract right then and there. And I did. I cancelled all the other appointments. On the day of installation, the price was higher than was agreed to and it took quite some time to get that sorted out. Honestly, that should have been the red flag telling us not to do business with them. The contractor they had do the job was nice enough, but they had one man for a big job. He was working until midnight and the job still wasn't done. Then he spent the next day working to finish up the job. If you want a job that looks good only in low lighting, then feel free to make the mistake of going with this company. In good lighting, you can see all the imperfections in the floor and the company will do everything they can to not make it right. Should have seen it coming when they couldn't even get the price correct to begin with. Don't let other people's mistakes become your own. read more

Stay away and use and support your local small business !! We hired Empire to replace carpeting in 2 rooms with laminate and vinyl plank. We are repeat customers who thought this experience would be as seamless and good as our first experience. We were unfortunately mistaken. They did not call before they were coming and just showed up at 7 am on the day of installation on 9/8/21. One non English speaking installer, who tried to explain he was from Empire, but had no identification. He worked by himself until 9 pm when we needed for him to leave. He then forced us to sign his paperwork, otherwise he wouldn't leave. My wife just wanted him gone and out of our house. , so she signed it as she felt threatened and wanted him out of our house. When I later returned that evening from work, I found the job was done wrong, and left incomplete. Threshold transitions were missing, the molding was incomplete and installed with wrong colors in wrong rooms. To make things even worse, the installer swept carpet, dust and padding debris into the active HVAC system. We have cleaned it out to our best ability, but have been told the system needs to be professionally cleaned at a cost of 2-3k! Who pays for that? Called the next day, only to be given the run around. Customer service and Customer service manager rescheduled job to be completed. Took the time off work to be here for them on the rescheduled days 3 times, on and all 3 time's they no called and no show. 10/8/21, 10/27/21 and 11/17/21. Now I have wasted days off with missed pay and am still nowhere with this unfinished project. This company makes you pay half up front, which is enough to cover their material and commission costs and then demands payment in full before the work is fully completed. Don't sign any contract with this company!!! You will lose your money, won't be able to cancel, and if you have any problems, they will not respond with any solutions. When you sign that piece of paper, you will have no legal recourse except arbitration and good luck getting the company to tell you how to go about that! As a business that's in the service industry, the 100's of 1 star reviews on Google and yelp, say it all! I'm kind of surprised that no one has filed a new class action against them. Look at the pictures, they are worth a thousand words! I think they owe us a full refund for our trouble and stress they continue to put us through and need to pay for full HVAC cleaning of our system. In addition they need to provide correct materials so I can finish the project the right way! read more

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They tell you they're going to call morning of installation and both times they have not. They then call you and say they'll be here at a certain time and that's never accurate. When I first had my carpet installed they didn't show up till 5 PM and I was told it would be closer to 2 PM. Then they came and did a terrible job. Please see the photos. Now I'm waiting for them to come and fix it and I've had three different people give me three different times. This is not a reliable company. Stay away. read more

Empire Today - The carpet tile is sticking out from their Shawty installation - Carpet Installation Near Me

We had Empire replace the carpet in the family room of our house. The price was decent but the installation was horrible. The seam was easily visible and looked horrible. I called them back a week later and they "fixed" it but it still looked bad. Later, the transition from the carpet to the hardwood started to unravel and looked like crap. I called them and they wanted to charge me $250 to send somebody out to fix it! STAY away from Empire and go with a real flooring or carpet company. These guys are hacks. read more

As of today I received a phone call and an e mail yesterday....... I have emailed and called and no response. No follow up. No appointment. I threatened to get an attorney so I'm sure that's why I got a bullshit response. As the days pass I am absolutely furious. This company is a sham They hire subcontractors who knows where that find them. I have no choice but to sue them. Horrible service install and customer service. Shameful way to take peoples hard earned money read more

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I would not recommend anyone use this business. We previously used Empire for a bedroom carpet 4+ years ago without issue, but this past week showed us that we will never use them for any other projects. We scheduled service on June 11th for carpet removal and installation for our staircase on Friday, July 2nd between 8-6pm. We paid a $451.52 deposit. Our appointment was rescheduled on July 2nd at 3pm for July 3rd between 8-6pm. No one ever showed up on July 3rd. We received a text from the installer Oliver at 6:50pm asking if he can start at 9pm and we declined. The installation manager did not reach out until 8:22pm on July 3rd and informed us a manager would call Monday, July 5th to reschedule. We called the office at 2:30pm on Monday and were told that the manager would call us back. Both on the 2nd and 3rd we reached out multiple times to customer service and did not receive assistance in finding out any information about our installations. We eventually heard back on the 6th and were originally rescheduled for July 9th at 8am. Prior to starting, the company asked if they could come at 11am and we reluctantly agreed. The installers did not show up until 12:45pm and the company rudely demanded payment prior to installation without providing us a copy of our contract. The installation was then poorly completed. After having this carpet for less than 24 hours we did confirm that the extra thick pad was not installed properly, if at all on the staircase. We can feel the tacks when walking on the stairs without shoes. This is not only a safety hazard to our entire family, but to anyone that enters our home. The risers are also not tacked. There are scuffs or scrapes on our newly painted window frame (how they brought the rug inside), banister, walls and every door frame in the hallway that they carpeted. In addition, there are gaps on some of the stairs between the carpet and the wall. The installers requested a signature for completion, but did not have us fill out the Walk Through & Certificate of Completion form and gave us a blank form as our "copy". We reached out via phone, text and chat with no response to alleviate these issues. We have also sent a copy of this complaint to the customer service email address. We have been shown a significant lack of respect for our time and are deeply disappointed with the lack of customer service overall. read more

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We used Empire to replace our carpet in the finished basement. The installers carpeted over tile at the entry way that was not supposed to be carpeted leaving a lip and incline in the floor. We had to have the carpet pulled up and tile removed. We also purchased the protection plan that covers accidents, tears, snags and unraveling. We have a 5 foot tear and multiple snags. I contacted Empire to have them repaired under our protection plan and the claim was denied. They want to charge me $600 for a repair that should be covered under the protection plan. read more

I would give a minus 10 if I could. I had Empire Today install my carpet. A seam started to show, so I asked them to come fix it. It was of course after the warranty expired, so they charged me $200.00. The repair work actually made it worse. I now have a seam down the entire room instead of just a corner. The worker actually said the seam could not be fixed because how it was installed originally. I contacted Empire Today and they refused to refund me the $200, instead they sent me an estimate for replacing the entire carpet. Clearly they don't stand behind their work. BUYER BEWARE. read more

horrible company. they installed my carpet saying they'd use tape to tape down the floors but they used glue with all the VOCS. I literally paid extra money just to get the no VOC floor they offered. then the construction guys never ran a filter so there is concrete dust on everything I own. I have a 2.5 year old , what a health hazard. nightmare company. read more

Our water heater broke and leaked all over our bedroom floor underneath the Laminate flooring. So I got the wood underneath fixed and called Empire to do the new Laminate flooring. Well 5 months later and a month without hot water. The installers said they didn't have enough flooring to finish and I had to then reschedule my water heater being put in and have Empire come back the next week to finish. All they are doing to fix there mistake is taking $150 off because of having to cancel my plumber.. World's worst company. Would not recommend to anyone. read more

I used there website to schedule an appointment for 2 hour window. Not once but 2x, both times they have called they say. They don't have anyone in the area to cover appointment. Do not fall for this trick, they get your info just to reschedule appointments.. trust a local company and there customer service can only apologize... This is a bait and switch.. read more

Do not use! Within a week my crappy installed luxury vinyls buckled and had huge gaps! I called immediately and they contacted me to have an inspection which I did three times and three times they "lost"'the inspection. It's almost been a year I had stopped payment the credit card company agreed with me and now they want to do another inspection or leave it and give me half off. I want the flooring out and my money back that I had paid in. Now I'm getting demand letters. Trim fell off too and the kitchen floor kick boards were never installed. Scratch proof? Nope and the flooring is bubbling. Stay far away. They sub out the work and then that contractor subs out to people who are cheap with no experience. I'll see them in arbitration before I pay for these crappy overpriced floors! read more

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Hi pressure, weird pricing. My first hint that things were weird was when the sale agent/ measurer told me 'a discount is possible if You remember the TV jingle'. That is just an odd thing and really speaks to how much fat is in their quotes. Some of the fat is related to their supposed speed of install. That's not free, but we're in no hurry. So maybe a bad match. Only 5 options were available in her samples of grey vinyl planking. I only liked 2, and one of those was 'for some reason ' unavailable. The other was the most expensive of the 5. Fine, but $21,000 is a lot of money. She got mad that I wouldn't make the commitment and give her a deposit on the spot, implied I wasted her time. I asked if I could call her in 3 days and pull the trigger. Nope. What a weird disturbing business model. Beware if you don't like high pressure sales. Not a relaxed or genuinely friendly experience. Being told 'you should get carpet since your budget is so low' was her parting crack. Weird and rude. read more

The salesman will take your check and disappear the quality of the work stinks and you won't get any help having it repaired do not use them . This is a case of you pay for what you get read more

I have appointment today with Empire. I opened my door with big smile and being friendly with him . The sales man arrived with the angry face and very aggressive. He got in do measurements and estimate..... and give me the price ( double ) than anyone I have met before.... so I talked him I can't afford it and he got mad and said " ok i get out of here".... I never been rude to him or said anything not nice .... that's really horrible customer service and make me feel upset.... that is unacceptable way to do business with client ..... please don't waste your time for any appointment and stay away from them.... VERY DISAPPOINTED read more

Do not walk away from these people....RUN They cancelled 4 appointments the day of the scheduled appointment Customer service is horrible Salesman could not be reached post sale. We canceled remaining scheduled work. read more

They promised to install a runner on my stairs, but did not keep their word as to the date of installation. They collected full payment at measurement, and made me sign right then that the installation was to my satisfaction even though nothing had been installed. I definitely don't recommend them, and won't use again for sure. read more

We ordered carpet and laminate flooring for our rental house in the Portland, Maine area. The installation was on September 6th. At that time, they completed 3 of the rooms for carpet, but they ran out of laminate flooring for the kitchen/dining room area. Fast forward to today, Oct. 12, and it still has not been completed. Today, assuming they don't show up again, will have been the 4th time they were a NO SHOW, without any notification or contact. I even tried to submit a complaint on their customer service number but the friendly agent was unable to contact a supervisor for me to voice my concern. They said I will be contacted by someone who can help me within 24 hours! Extreme frustration. read more

The flooring was installed on 11/6/20 . They said they would be at our home between 10-1. They didn't arrive until 2:30 and couldn't complete the job because they ran out of flooring. The cake back 2 days later and did and awful job.(see pictures) After 2 attempts to get the floor fixed , I gave up. My emails, phone calls and even an on line chat could not remedy the situation. Do not use this company. It's not only the subpar customer service, but not even a month later the quarter round is peeling. When installing the floor they also left holes in my new cay read more

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Did my one bedroom apartment in a matter of just a couple of hours, completely replacing the carpet that was in awful conditions on move-in. Discarded urine soaked padding underneath and replaced the entire thing perfectly. Byron was very nice, communicate and professional, and the job was done excellently. read more

I wish I could give a negative star. I was remodel our kitchen. The sales rep came in. Showed us the samples and we picked what we wanted, I asked him(thought he was a professional and knew what he was taking about) what we should do first, the cabinets or the flooring. He told me the flooring. So we did. Kitchen done. 2 months later, the floor separated. They came back. Told me that the cabinets should have been placed first. They can fix it but will charge me another $300 to fix it. YOUR SALES REP. TOLD ME TO DO IT THAT WAY!! They do not stand by their work. DO NOT GO TO THIS COMPANY!!!! Do it yourself before going to this company... they suck. read more

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The whole process was an excellent experience from sales to installation. We obtained bids from multiple business. Empire impressed us first with excellent floor options, impression of honesty/credibility, and the installers finished the job bringing all of the initial sales impressions into fruition. read more

It is a terrible experience. They took 5 days to schedule an appointment, they give a time frame of 2 hours window but never show up and let you hang around with any further communication or concern! They suck, wasting everybody's time, have no responsibility, and don't care. read more

We went through Empire to have our living room carpets done, as well as the kitchen floor and bathroom floor. The living room carpets came out fantastic but they did not finish the kitchen or bathroom. Let's put it this way. The project was scheduled for June 12th, with a 24 hr wait to have them finish the bathroom when the floors set. So by the 13th, they should have been done. It almost happened that way. However, the bathroom floor was essentially completed, it was more the KITCHEN floors that needed a revisit. The installers told us they would be back on the 13th to finish the incomplete kitchen project as they did not have a sufficient amount of material to complete it the same day. Fair enough, we expected to have our house a little blown up for the extra day anyway. As the day dragged on Saturday June 13th, we waited and waited for a phone call. Nothing. I called every phone number associated with Empire and/or the installers and couldn't really get through to anybody. I finally did get through though and was told a ticket was submitted for my issue. "Tickets" don't sit well with me so I called again and was told, with the ticket submitted, this would notify the contractor to call me within 24 hrs. Again, fair enough. I didn't like the idea of waiting another day without a completed kitchen or bathroom but I slept rather peacefully and didn't worry too much about it. Today, I waited all day for another phone call or email and received no correspondence whatsoever. So, I called again. To my dismay, THIS customer service rep gave me another bad piece of information. Turns out, the installers and coordinators don't even work on the weekends. So not only were they not going to come back on Saturday but they were never going to call me today. Well, needless to say, I'm not very happy about this whole thing. Not to be salty or anything, but the work they did isn't that great either. read more

Empire Today - incomplete flooring - Carpet Installation Near Me

Not a reliable company, the main office, and contractors are not coordinated you can not contact the contractor directory. The contractor did not show up on the day of installation without any notice. Their work hour window is 8 am to 6 pm I have waited the whole day waiting for them to come. I called the main office 3 times on the day and was told that they will come before 6 pm just be patient and wait, what a bull-shit. read more

Liars. .. Had a rep come out for an estimate after I heard about the current promotion of $50 for each additional room after paying for the first. The rep that came out would not give me a quote. All I got was a price written on the back of the business card. When I asked about the promotion, he got angry and said it was included In the price. He then told me that if I didn't book it today, the price would go up by $200. I called the home office to complain and wax told the local manager would get back to me. Nobody did ..... Don't let their cutsie commercials fool you, this is a scam company . Stay away! read more