Empire Today was hired at my home for a paid installation to install tile in 2 rooms and install carpet in 4 rooms. On the first day the tile installer broke the rim the commode rested on. But when my husband spoke to the installation manager (Turk), he informed my husband that Empire Today would reimburse the cost for the Plumber to come out and repair. He gave his personal mobile phone for us to call him on. On the day the Plumber came to give an estimate of 350.00 to repair, I called Mr Turk while the Plumber was on standby and he said ok but send him the receipt afterwards. I sent the receipts to his personal mobile phone. Next the Carpet installers came out and accidentally punched a hole in the existence tile adjacent to the room that they were installing the carpet. The installation manager,Turk informed me he wanted to give them the opportunity to find the existence tile for his first option and the 2nd option would be to repair the area if they could not find the existence tile. After about a week and several attempts to call Mr Turk via texting, leaving messages on his personal phone and calling customer service but now constantly being told he is busy with a client, in a meeting or at the warehouse but will return my call..But never returned my attempted calls. I was referrals to two other upper management individuals. Gabriel Garza never returned my call even after leaving a voice message.. My attempts to reach Mr. Garza was he is busy with a client and in a meeting. He never replied to my attempts to reach out to him for now a week later. Eventually I called Customer Service and requested to be referral to another upper manager and was transferred to someone named Gerald from this phone call I was transferred to a Michelle and Jasmine in Markets. The ladies explained to me that an inspector would come out and assess the damage and bring sample of tiles that would be similar to my existence tile for me to choose from. Alvin the inspector came out and brought 12 inch Similar but not exact tiles for me to Choose from. The problem is that the existence tiles in my lower floor area is 16 inch tiles. I telephoned Customer service after the inspector visit and not I was transferred to Turk,installation manager. He told me they have 16 inch tiles and he went on to say I thought someone explained to you that we are going to re-tile your foyer area and remove a tile from your foyer area to replaced the damaged tile and my other option given is they will replace the one tile with a similar tile. Both options would leave my tiles mix/match on the 1st floor. I informed Mr Turk first of all you guys will not tell me what you plan to do in my home like I do not have a choice. My husband and I do not want mix/match tile in the lower floor area but we would like the same tile as it is throughout the lower floor area. Mr Turk informed that they have not found the existence tile and they (Empire) is not going to tile by entire lower area. I informed Mr Turk if I have to speak to an Attorney, then I will. His reply was ok. That says a lot about a company and their reputation that they can come out to your home damage your property and not be accountable. It's terrible when you have to go out and pay a lawyer to hold them accountable for doing the right thing. read more

I recently had luxury vinyl planks installed at my home by Empire. I met with the representative from Empire on Friday. The planks were installed on Tuesday. This was only because I wasn't available on Monday. The company Empire sent out to install my luxury vinyl planks were awesome. They were very informative. They were very neat and clean. They answer all questions and completed the job in one day. My floors look fantastic. read more

These guys are horrific! I scheduled an appointment for an afternoon, took time off of work to be home and they never showed. When I called to find out what happened, I was told the representative had to go pick up his kids, so they asked me to reschedule for the next day. I understand this stuff happens so we rescheduled and I took yet more time off of work. Yet again, no one showed up for the appointment and they also were not answering their phone! I called the corporate office to tell them what happened. They gave me a story and apologized over and over and asked me to reschedule for an evening a few days later. So shame on me but I actually rescheduled for a third time.....can you guess, no one showed up AGAIN! No call just never showed. I called and as you can imagine they asked me to reschedule for a 4th time! NO THANK YOU! read more

Not sure where the bad experiences came from, but I've been in contracting and design for 30 yrs and have used Empire numerous times. Given the value and the fact that they use name brand products, are style savvy and are quick and very professional, I wouldn't think of using anyone else. Just bought HD window treatments AGAIN!!! Best value in town. SB read more

The rating is one star, because I can't select negative stars. Their prices are outrageously high, and they use hard sell tactics. Empire came to give me a quote on laminate flooring. The sales rep showed sample books that didn't include prices. I said I really needed to see the prices to choose, but she said their service is all inclusive, so a price per square foot is meaningless. She measured, while I looked at the samples. She wouldn't tell me the measurement, but she didn't know I had already measured. She then informed me that the price of the laminate and installation was (by my calculation) almost $16 per square foot. When I said that was out of range, she called her boss. She emphasized to him that I wanted to buy "right now" (I had told her within 2-3 months, after I shopped multiple companies and options), that I was very familiar with Empire and the quality of their products and work, and that I was originally from Chicago where Empire started. Talk about a sales person trying to make that personal connection. Suddenly she was very happy. Oh, her boss had offered a deal she couldn't even believe. He happened to have exactly the amount of the exact flooring sitting in the warehouse. It was scheduled for return to the factory not only that same day but within minutes. Good thing she called when she did. If I made the deal "right now", the price was only $8.50 per square foot. I said I was still getting multiple estimates. She replied "Oh no, as I told you, he's sending that flooring back right now if you don't make the deal." I replied "Oh no, I don't like the hard sell tactics, and as I told you I have other estimates scheduled." Her demeanor changed as she told me she would call her boss to tell him to send that flooring back to the factory. She ordered me, "Remember when you get those estimates you have to compare apples to apples." She went into a long explanation of their installation service - they move the furniture - and of the magic properties of Empire flooring. She mentioned that less expensive flooring only lasts 3-6 months and isn't warrantied. That's when I told her I can move some furniture, I don't want her $15 per square foot or, if I eat them now, almost $9 per square foot apples, and nobody tells me what I "have to" do in my house. There are other flooring options with 25 year, 30 year, even lifetime warranties, installed, for $3 per square foot. For under $10 per square foot, installed, I can have polished marble floors. Beware of Empire's hard sell tactics: - The sales person makes a personal connection with you. After all, you can't say no to a buddy. - They show you samples without pricing. They want you to fall in love with the flooring, before you see the price. - They hit you with super high pricing, so their very high pricing seems reasonable. - They play the "I'm on your side, let me see what I can get my boss to shave off the price" game. - They make no mention of advertised deals, such as "60% off all flooring", shown on their web site. - They down sell competing products with scary phrases such as "that will only last 6 months." Beware of Empire's outrageously high prices. read more

They worked really hard at least 10 hrs to put my wood floors in one day !! I was really happy read more

Avoid. I called for a consultation was told installation would be available the following week. Sales rep Monica came back the next day and took our order told my husband installation would be done today. Excitingly moved all the furniture out of both rooms, took the beds apart only to find out the rep never put the order in because she doesn't know how to work her fax machine. Then we were told the earliest they had was next week. Avoid. Not even worth the hassle. read more

I would like to share my experience. It was horrible. They had to be called several times to return to put my furniture back in place. The job was suppose to take two days turned into one week. I am still finding little things that were broken. I have asked in writing and over the phone to speak to someone about compensation for lost of time and property and had had no response. Beware people they send, he was only interested in promoting his own business. read more

I have been dealing with Empire carpet for three weeks trying to get an installation issue resolved because the carpet is pulling away from all the tech strips in the room and it seemed that is very prevalent and you can see it just finally received a phone call today and they're going to charge me an additional $100 to come out and repair the carpet because it's all probably pulling away from the walls the seam you can see it and just very shoddy workmanship on the installation job but they're going to send out a repair company to repair it but I still have to pay an additional $100 for the repair I think that is extremely poor poor poor customer serviceAnd I will be letting everybody that I know how crappy of a company this was and is to deal with I will never again use this company for any of my flooring needs I am also an area that flooded out and almost every home is looking for flooring and I will make sure every one of my neighbors know how empire has treated me through this process read more

HORRIBLE Customer service. do NOT do business with them. We set a contract and they rescheduled the first appointment as they didn't have all the supplies. had to reschedule for a Saturday when we had plans so my son had to be home. they installed vinyl plank that has these scratches all over it. This was NOT on the sample that we chose and I have a picture of it. They told me this is "chatter' that the distributor adds to the plank and TOO BAD, YOU ARE STUCK WITH IT BECAUSE YOU SIGNED FOR IT, UNLESS YOU WANT TO PAY TO HAVE IT REPLACED. they do NOT return phone calls, been calling for WEEKS and NOTHING. Sales Rep JB Duffield could care less and messages left for supervisor Rick Hyatt NEVER RETURNED. The phone clerks say "oh sorry about that, will have them call you back" and NOTHING. going to file with BBB. read more

Save yourself the headache and go with someone else. The initial appointment for measurement was easy to set up, but after we signed and paid our deposit everything went downhill. The first install date came several days later and after we had cleared all the rooms we received a call that the carpet hadn't come in from their Dallas warehouse so they would need to re-schedule. I was pretty annoyed considering if they'd called before the installers were due to show up our entire master closet wouldn't have been in our living room... I spoke to my sales rep Anthony who was zero help (not his problem anymore?) and eventually customer service offered us a 5% discount. We were leery but felt it was easier to reschedule with them than to cancel so we set up a new install date. The second install date came and this time we waited until we knew the installers were on their way before my husband and I moved everything again. Installers show up and we go to see the carpet to confirm it is correct. The carpet was 1. stained bright orange in some areas 2. damaged from being incorrectly lifted with a forklift 3. folded in the interior in such a way that the crease wouldn't ever go away. The installer had pointed this out at the Empire warehouse, but the guy in charge of loading out the day's jobs told him to go to the job regardless. I told the installer that I didn't want this carpet and he was super understanding. I called Empire and I told them what I was seeing and customer service told me that all they could do was try to get me more money back and reschedule. I said thanks, but no thanks and canceled the order entirely. To add insult to injury we later hire a new company to measure and install, a much higher quality carpet, and they let me know that my initial quote from empire was overestimated by 250 sq ft (increasing my cost by the size of a living room). This company looks reputable but isn't. They're looking to make a quick buck and aren't going to care about you or your home afterward. It's unfortunate that we wasted time and energy with this company, but I don't want others to make the same mistake we did! Oh and we're still waiting for our deposit to be returned. read more

Do not use Empire Today. They all are either telling lies or don't communicate with one another to give the customer the same answer. Ridiculously high pressure sales tactics, high prices, and rude sales reps. Then they call you days later and significantly lower the price of the original quote. Then, once you decide to use their service they tell you they will install the carpet for you on a specific day only to find out that they can't do it until a week later. It just seems that this company is poorly managed. Customer service blames the sales rep and vice versa. I would not recommend this company to anyone. Take your business elsewhere. read more

Choosing the carpet and the installation process was good, but the installers told us that the pad we currently had was better than the one we had purchased and was in great shape, so we left the old pad. They said all we had to do was make a phone call to get a credit for the pad. Three phone calls and an email later, still no response from customer service. read more

They'll sell you carpet. It will be installed quickly and look nice. For a while. But if you need customer service later forget about it. I called and called, finally connected, made an appointment, got a quote, took a day off and then NOTHING. Choose a local carpet shop and forget about Empire Today. read more

The salesman definitely came in prepared to make a sale with his samples and knowledge of the products, he made the sale. No complaints on the installation. The gentleman in charge was so polite and considerate and his installers were very knowledgeable of the job they were doing. The carpet was removed and disposed of, they cleaned up after themselves and were quick in doing their job. No complaints here and the installers definitely deserve FIVE Stars! Now let's discuss the financing. We put down a substantial amount towards the cost of the flooring (laminate, which we were later told is not water proof) and were approved for financing. Now mind you we asked what the interest would be prior to signing the paper work, we were approved. The interest we were told by the salesman (Jonathan) was either 6 or 7%. Imagine our surprise when we received a bill in which the interest is 26.9. My significant other has called Jonathan (left message) called Empire (left message) to this date no call back. Be careful on the financing end if you have another option on your part do that you'll save yourself a lot of frustration. Sad to say they were recommended by Home Advisors, do they get a kick back for signed contracts by customers??? Made me think? The very high percentage, when we have excellent credit, and no return phone calls is the reason we give Empire Today TWO stars! read more

Will never do business with Empire Today again. Make sure any work you may do with them is in writing and get any change order you may have in writing, do not rely on the salesman's word, it just may cost you later. read more

On August 17, 2007 we purchased carpet and laminate wood flooring for our entire house at a cost of approximated $5,200.00 from Empire Today. Job # JN03316-525636. This product came with a 20-25 year warranty against defects. I say 20-25 years because no one at E.T. seems to be able to tell me exactly which it is for my particular floor. Around March, 2011 I began noticing some fading and peeling along the edges of some of the planks that got progressively worse over time. In July, 2012 I contacted E.T. and requested what kind of warranty came with our floors. No one was able to tell me specifically but instead suggested that I research it online. They sent one of their inspectors (Turk Boyd) to look at the problem. Mr. Boyd was not able to tell me what kind of warranty came with my product either and also suggested that I research it online. Mr. Boyd stated that our particular laminate flooring had been discontinued and more or less indicated that it wasn't that big of deal. When the issue was further pressed, they sent out a third party inspector (Superior Flooring Inspection Professions). In the end this inspector stated in his report that the condition was caused by my vacuum cleaner scraping against the floor when it is in the UPRIGHT position. Be aware that this inspector asked to see my vacuum (which has a setting for BOTH carpet AND bare floors) but he failed to plug it in and roll it across the floor as in normal use. The vacuum will adjust its level according to which setting you use (carpet OR bare floors). However, he also noted that the peeling/fading is occurring in the common living areas. Based on this inspectors report, E.T. is refusing to honor their warranty. Let me add that I vacuum my floors every single day and the areas in the bathrooms and hallways are holding up very well and does not have the fading and peeling that the primary living area does. Therefore, this would indicate that the problem is NOT caused by the vacuum cleaner as those areas would be affected as well. I feel that their product is not as durable as they state it is, which would explain the fading and peeling in the most lived areas of the house. When I contacted E.T. to dispute the inspectors findings, E.T. agreed to locate some leftover materials that match our current floors (because they have been discontinued) and they would have an installer come and replace the affected planks at OUR out of pocket expense. I refused to accept this due to the fact that that we spent over $5,000 on this floor with the understanding that it would hold up and was warrantied against defects for 20-25 years. I cannot nor do I expect to PAY for additional materials and installation when the company's product did not hold up as expected. Also, I am nervous about having new planks mixed in with the older existing planks because of the possible difference in shine and coloration. Had we known their product would NOT hold up and most importantly, that they would NOT honor their warranty, we NEVER would have dealt with this company. Since the floors have been installed, I have always taken very good care of my floors to avoid damage to them in any way. So I was quite surprised when they began peeling and fading around the edges. read more

I would rate less if I could. Scheduled online appt which requires customer being available at home for a 2 hour window. Of course, I scheduled it on a Saturday. No one had the courtesy to notify me that a rep would not show up. I called Empire 15 minutes before the time window ended , was told no one has been assigned, because there wasn't an available rep. Ever hear of calling the customer? Shows the type of service they provide. Two thumbs down. read more

Beware of Empire Today. Although the commercials lure you in with "buy 1 get 2 free" their prices are no bargain! I was quoted at 10k to install hardwood for about 750 sq ft. of space. That was after the so-called "sale" they were running! The non-sale price would have been almost 15k! Of course I was told how superior their product was compared to Home Depot, Lowes, blah blah blah.... Well their flooring must be made of gold b/c I can get the same product for much less through a local company that has an excellent reputation for quality installs. And I'm talking like 6.5k lower!!! So, why then Empire, should I go with you? Perhaps if I had more $$$ than sense I'd take you up on your offer but "no thanks", this girl has more of the latter! read more

Terrible experience. Mismeasured and had to order more carpet causing extra trips. They use an outside company to process ACH checks. Empire acknowledges that they owe me money but they still haven't credited my account. This is going on a month! I keep getting passed on from one department supervisor to another. I'm furious!!! read more

Rude and over-priced, a waste of time. The quote was for a single room that is unfinished, so all they have to do is come in and install, $2200 for 250 sq. ft. - that is with their "discount", or $1400 for the "cheaper" carpet. I have already looked into other options for much better quality for under $1000. When I told the rep my budget was under $1000, he ripped out his note paper, crumbled it up, and left it on my floor! He proceeded to bad-mouth all the other big name competitors, saying they had an F-rating, unreliable installations, or would take much longer to get installed. Very rude and unprofessional! read more

My recent experience with Empire Today and all their BBB credentials has been a VERY expensive nightmare. The salesman was flawless. The product top quality but the installer's crew is surely "independent" but I would not define them either as "experienced" or "qualified". The client is highly overcharged for an installing that sets the sq. ft in something around $4.23 for vinyl plank. For that price I should had been given a shopping /installing experience with no complaints. A well supervised crew of two with no material wasted and customer care would had been well paid at least for $1200.00 less. But I got sent the worst crew available. Demolition was done by a father son team with the father being a perfect gentleman. The next day came the real mess: a crew of five where one knows what he is doing, yet gets insubordinate in Spanish to the "supervisor", another one has good handwork but a piss poor attitude, talking back to the client and talking behind her back which I find out of place and disrespectful. They are missing the point completely who is making their business possible. The third, the supervisor, is talking continuously on the cell phone and two more are just hanging around bringing a tool at a time and the rest of the shift just hanging around checking their phones. Add to it that one of this extras 'job was collecting all pieces left, some of them of 2 and 3 ft that at the end of the day looks like a huge waste of material or that they take it and profit in their independent business. The supervision is a joke, zero attention to detail and the client´s requests are not honored. If they would send a supervisor for the crew it has to be someone that at least has the client of Empire Today interests in mind and priority, not their "compadre". The salesman understood the need to treat with care a 1977 interior, old but in good shape. The installers would not care less. Seems Empire finds the cheapest bids and then overcharges the client for whatever comes out. To give an idea of the crew: they present themselves in their personal run down vehicles and a van they use to haul debris in. From that point the client can expect no planning to protect the installed kitchen on the demolition until the client requests it and they had to go to Home Depot to buy it. Primitive tools and of course no ladder but an unsafe Home Depot bucket. They do not understand English and even the one who speaks it, his mind is not set in the American business practices and best customer care. The wood they damaged at the bottom of an installed bookcase -painted with high gloss original aged enamel- was promptly dealt with spackle and caulk. I had never seen the quarter round used to cover sloppy work done in haste. My new vanity had the bottom brutally stapled to put the quarter round and another built in wood cabinet also got the same treatment. To leave them as they were they would had to make them new. The quarter round they bring, priced as made out of exotic wood,is the cheapest synthetic material used in crummy mobile homes, miss matched with the old wooden baseboards. To them as long as the color is white they do not care. Count with having them all camp at some time in the only available restroom for good private time and frequent breaks to have a smoke and more chat outside. They left remains of the sweet stuff they ate stuck on the garage floor. I found it by night by the spots covered with swarms of ants and bugs. And some hot power tool sitting of the grass left a couple of burnt areas in front of my front door. Empire gives a survey of YES /NO to make sure they get a great rating. "Did they installed the floor" Yes. "Did the color matched" YES.....but then the client will have calling day in and day out and to be sending reports. They had to return three times because of poorly installed boards. The two stars and should had been five go for Mr. Boyd, the Installation Manager at the office. He did ALL to make it right from coming to the project and supervising the second and third remake to solving the issue of a credit card billed twice for the full financing price to promptly securing a compensation for repairs of the damaged cabinet. People like Mr. Boyd made Empire great. But those older experienced installers with exquisite customer care naturally get promoted to office positions and their place is taken by the worst available. Had a younger Mr. Boyd been the supervisor of my project the floor would had been installed with no hassles from the first time. read more

This company gave me a quote. I accepted and made a $136 deposit. I cancelled within 2 days, and two weeks later got a call about my refund. They offered me a 30% discount, but I declined as I'd already purchased another carpet. Had they called sooner, I would have taken the deal. I was on the phone for 40 minutes, but they finally said they'd refund me. Two days later I get my credit card statement, and see they'd charged the deposit four times. I called and they said someone would call me back, and I would just have to wait. Why not just give me a decent price to begin with? And why does it take weeks to provide someone with a refund? I will not be doing business with them ever again. read more

We had Empire come out last weekend to put in our carpet. The sales person was knowledgeable and assured us that their installers were hand picked an topflight. She told us that they could get us in on Friday morning, the job would be completed on Saturday, which was good timing for us. Thursday, we got an automated call saying they would be there Friday morning. Friday morning, we get a personal call saying they will be at our house from 1 to 3. I was very upset as we had plans that evening and were thinking they would be done by around 4. Jose, the installer called me and said they would come as soon as they finished another job. They arrived just before noon, which I appreciated. They finished the upstairs and the staircase by around 6:30. I noticed that they bottom stair looked strange on one end. The carpet appeared to be flared out. My husband and I pointed it out. The man said that was just the way the stair was. I told him that the other carpet that he replaced didn't look that way. So he tried to fix it, but said if we weren't satisfied, he would shave something off and make it work when he returned to complete the job on Saturday. Needless to say, the problem wasn't fixed. I called Empire immediately, and was assured that a job order was made and the repair would take place. I even got a call a few days later setting up an appointment for the repair. On the day the repair was to take place, I got another call. The agent, Michelle, who set up the appointment said that she'd spoken with the installer, who said the problem couldn't be fixed. I interrupted her and told her that it was not acceptable that the new carpet didn't fit the same way the old did. As I was talking, I guess she hung up on me. Perhaps the phone accidentally disconnected, but as she didn't call me back, I am assuming she hung up. When I called and spoke with another agent, he told me that she referred it to the general manager and that he would call me. Meanwhile, I am now uncertain if they are going to keep the 10:00 appointment or not. So, at this point, I will have to leave this review until something happens that makes me change my mind. I will update when or if evidence arises that will cause me to increase my stars or perhaps lower my rating. read more

If I could give 0 stars I would. From the moment the man that came to give me the estimate walked in my door he gave me an uneasy feeling. He starts off telling me to chose my 3 favorite carpets out of his samples, and proceeds to measure the rooms we wanted carpet in for a sq. ft estimate (4 bedrooms, Stairs, and a 6x16 loft). Once he came back he took a look at our choices and immediately told us "those are the top 3 best quality carpets they have" and that I "have good taste". He gave us a "estimate" of $10,024 for one of our choices and told us the other two "are on sale" the other two came out to $9,171, but were "on sale" for $3,995. We asked him how much for just the upstairs (2 rooms, stairs, and a small loft) he said he could do the house (excluding the 2 rooms downstairs) for $2,995 which didn't make sense because we were told before he came out that there was a special going on that if you pay for 2 rooms you get the rest of the house for free excluding installation and the pad. So according to his estimate he's charging us $1,000 in labor and pad for 2 12x11 rooms, which is ridiculous! We were quoted by another company for a higher quality carpet for the upstairs for $2,450. Just like the other reviews he said he could "call his boss" to get a lower price. He also refused to give us a price per sq. ft saying that the price includes the labor and pad, while every other company that I have talked to always gave me price per sq. ft as well as labor and pad. When I asked him how many sq. ft he measured he would not answer and danced around the question. When I told him that we would have to pass and go with the other company he visibly got angry packed up his stuff without saying a word and left. The only reason he said anything to me before leaving is that I offered to help him carry the samples out to his car. I WILL NOT deal with manipulative people, or companies, and I CAN NOT and WILL NOT recommend Empire Today to ANYONE. read more

Do NOT use Empire to order flooring. These last two days have been a nightmare. Moving furniture, emptying closets only to find out the order was short two days in a row. Today the guy showed up with incorrect materials. The salesman mislead us on differences between the samples and the actual product. This has been a horrible experience! read more

I had new wood flooring put in on Monday, they didn't bring the right trim, then they couldn't finish because they ran out of wood. I was told the installers only did wood flooring I ask one of them, was told " oh we also do tile." Then I get a call Tuesday telling me the warehouse doesn't have my trim in stock will order it should get here Thursday. I have living room furniture in two bedroom were you can't walk around. The installers were on their cell phone talking Business for their business & putting my floor down. I would not recommend Empire Flooring to do a Dog house. Was told some things that turned out to be wrong. Talked to warehouse supervisor said I was important but Im still waiting on my floor to be complete. First & Last time feeling with Empire Flooring. read more

This company does not deserve one star. I paid a down payment with this company and they gave me a contract with installation date etc. on it. My husband and I both took off of work, to make sure we were home at 8am for our installation. We waited until 10am then called and they told us first, " they didn't know who was suppose to be doing our installation." Second call, "they were working on another customer's floor and we will be the next house to service when they are finished." We waited until 3pm tried calling again, customer service told us the same thing and apologized for running behind schedule and told us someone will contact us and give us more details soon. I called back, at 5pm and I was told by customer service they do not have the material for our order and will not be coming today and I need to reschedule my installation date. This company has poor customer service and are deceitful. Please do not waste any money on them. They are supposedly supported by A Better Business Bureau and I will be calling them and reporting this company as a fraud. read more

This is first time I have reviewed anything; but today broke the camel 's back. Empire today was scheduled to install flooring on Saturday 15 June 2019. They sent two people to do the job; one came later and left. There were at my house from 1100 am until 830pm at night. My husband and I went and got them something to eat because they were working non stop. When we returned 3rd guy was gone. Not sure when they figured it out(probably at the end) they didn't have the finishing work material (the transitions ). So in discussions with the contractor, they were to come back Tuesday 18 June AFTER 5.pm Received a phone call from "Turbo " letting me know they did not send enough material for them to complete the job so the completion was scheduled for today 20 June. I made contact with Empire today customer service to ensure it had to be after 5pm. The lady said she would put in big bold letters service will need to be done after 5pm. Today, 20 June, they show up at 1000am. Candice at Turbo's location left voicemail for another rescheduling. Friday 21 June. Tried calling her back and got voice mail 3 times. I again contacted customer service again and the only commitment I could get was a reschedule for Saturday where they couldn't even give me a window. I have used Empire before and the experience was great, they were referred by a co-worker who in turn I have referred from my first experience. I am not sure what is going on with this company, but their customer service has taken a dive. I will no longer refer this company. I tried to make contact with the CEO, but I guess he is protected from the complaints. If he is reading reviews, we are the customers, we are paying you not the other way around, so we should receive the same respect he expects from someone he is paying to do a job. read more

Horrible Customer Service. Empired install happened on a Saturday and here they did not have enough carpet to complete both bedrooms, so only one bedroom was completed. So here I sit with the other bedroom torn up and unable to get someone to come out and complete the job. I have called customer service and they keep telling me that no one is answering the phone at the local warehouse but someone will call and schedule a time to come out and complete the install, it has been 3 days now. Save yourself the headache and go with more professional people!! read more

We had Empire install carpet about 5 years ago and was told that the carpet has a 20-year warranty on it. Over the past year or two, it has started to bunch up in hallways to the point it needs to be stretched out. Contacted empire and was told someone would call me within 2-3 business days. Nearly a week later I finally got a phone call. I was then informed that the carpet I had installed is no longer carried and that carpet stretching is not covered under the warranty and it would cost me $4.25 per sq/ft to have it stretched. Decided to wait. We then had some damage to our carpet because of a leak and wanted to see about replacing the carpet and, since the carpet was no longer in stock, how that would work since it is the same carpet throughout my whole upstairs. I was told by the person on a phone someone would call me within 24 hours. A week later and I am still waiting on my phone call. Once company has your money, they don't care anymore. read more

I went into contract in June of 2019; for carpet and Hardwood flooring. The carpet arrived on time and was done well. The hardwood flooring was a disaster. June 21, 2019 Empire contractors (2 men 1 woman) showed up at my home. They came to install the carpet and wood flooring. The gentleman with the wood flooring stated he would like to leave the wood flooring for 24 for the wood to accumulate itself to the home. I agreed. He stated he would call to let me know what time they were going to show up the next day. June 22, 2019 2 different men showed up without any announcement. I was not at home when they arrived. I was expecting them around 8:30 or 9:00 am. It was about 1:00 pm when they just popped up and rang the doorbell. I have a ring and spoke to them and stated they were to call before coming, but I am about 5 minutes away. They waited. Not sure why they came they weren't even prepared. Didn't have an extension cord, I stated I had one; they said they would go to lunch and bring an extension cord back. They came back in about an hour brought some things in the house and stayed about 20 minutes and left again. They came back in about 45 minutes and started to work. The one gentleman was giving instructions to the younger gentleman on cutting and placing the flooring. They cut the wood in the living room. Just had my air ducts cleaned about 2 months prior. They worked about 3 hours stated they would return the next day(Sunday) around 8:30 am I agreed even though I attend church on Sundays. They didn't call or show up at 8:30. He finally called around 10:00 am to say they would not be coming because of the rain. Finally on Monday one gentleman came and worked on the flooring. Again he cut wood in the home. It was so much dust in the floor it was 7 inches high after he swept it up, I told him I would finish sweeping in the house so he finished sweeping up the front porch it was about 2 inches high. The front door was so full of dust it was if the door had been in a dust bowl. He worked by himself Monday and Tuesday. He stated when he finished I don't have the contract for you to sign off on but I will return for your signature. I stated to him will the base board cover this huge gap he stated yes and left. I went around my home and looked very carefully since I had some time to spare because he was returning with the contract to sign off on. Well I tried to close the front door wouldn't close. Threshold was even put back correctly. I worked with it to get it down to close the front door. Then behind the door was cut so poorly and uneven 4 pieces was even connected. I could place my half my hand under the flooring. You have so many large gaps from the wall. In some places it was done correctly then you go about 1 foot along the same wall and the large gaps just pops up. He even put down threshold were he shouldn't have. He didn't show up with the contract on the day that he left, he came the next day and called and stated that he left it at my home I stated no. So he came to my home the front door and screen where open and he just walked in, and was heading in and I came around the corner from the kitchen and stated hello. I startled him so he just started jumping on the threshold. He asked if he could have the contract from the fireplace, I stated no, that was for the carpet and I was not satisfied with the flooring he needed to take it up. He stated you are not going to sign off I stated no. He left upset. I have called the office on several occasions, wrote several emails but no justice. Finally out of the blue some lady name rosemary and that someone would be contacting me about the issues I had. I told her I wanted them to pick up the incomplete job because I could have done a better job. I called her again and asked if they had a store front I would take up the flooring and bring it to them. She stated she wasn't aware of a store front she was in Dallas. I asked you don't know anything about the company you work for she stated again I work in Dallas We are now 2 weeks out my living room is still not completed. I finally asked rosemary for the gentleman name and number and she stated he didn't have either. He call several days later and stated he was calling to help me with the floors I told him the only help you can do for me is to come pick it up. I told him it was so poorly done; I could have done a better job. He stated well you only have about 500 feet of wood, I said maybe so but I don't want the floor coming up before I start using the floor. He stated you have a one year warranty. I told him why I should rely on a warranty when the floor was even placed properly. He stated well ma'am I am trying to help you. We discontinued our conversation. Rosemary called a couple days later stating she was sending me to her general manager, I asked if I could have his name and number she stated no, acted as if she was transferring me to someone and hung up we are now in July 2019. floor still undone 9/12/19 read more

This company is a joke. They lie about prices and installation dates, and they are totally unreliable. The 50% off sale is just a ploy...prices quoted are way above the competition. When pressed to price match, they will knock off another 60% or so; but it's STILL more than your local flooring store. I signed on for a quick installation, and they didn't bother to call or show up! Apparently they didn't have enough crews for the job, and didn't even call to let me know. Stay away from these folks! read more

I would not recommend this company. I could and started to write a full article on my mishaps with this company. So in summary the salesman was very pushy, had a limited selection to chose from and pressured us into making a decision. The flooring crew did a poor job, messed up my existing newly painted baseboards and tried to lay new floor over old uneven floor which was very insulting. It took long to get someone to call me back when I phoned regarding all the problems. Then when they sent the workers out to check and see what the issues were they send two guys that don't speak English and had to communicate by phone with my husband and their supervisor. There was a scratch made by them which they tried to blame on us when we did not move any of the furniture, they did, which was very insulting. They "fixed" this by using one of those wood looking markers. Oh and a supervisor was supposed to call us back after they came to "fix" the problems and of course, never did. And we paid the big bucks for this job, not the $50 a room special that you frequently see advertised. I will say one thing positive, the carpet installers did an excellent job. read more

We signed a digital contract for Empire Today to install new carpet on 4-13-18. We got a system generated email regarding our scheduled install date of 4-25-18. It stated the install would take place between 8am-6pm. My husband and I did everything noted in the email. It was in our contract the install team would move the heaviest items. On the "date of install", 4-25-18, I began to call the company letting them know that I have not heard from the installer and that it was getting late in the day. I had to call numerous times to get any information, even then, they refused to tell me what was going on or when to expect the installers to arrive. At 1:10pm 3 guys showed up. The lead installer Chino told me that he was just to unload our carpet and he would be back at 4pm. I reminded him that I was told our install would be a FULL day and that it being so late, that would be impossible. I had emptied my 3 childrens rooms and disassembled their beds. I had moved everything in preparation for them to finish carpet install. After arguing with Chino that I had no place to put my kids to bed this night, he agreed to stay and complete their 3 rooms. As I normally would, I walked through as they performed the work. I noticed they had installed the basic carpet padding throughout the room when I had paid for the upgraded waterproof padding. I also saw they were leaving the 13 y/o padding in the closets. Chino tried to tell me the waterproof membrane is "visible" on some padding and "invisible" on other! I insisted he pull it up and replace with what we had paid for. I also told him that leaving the old pad is NOT acceptable! At that point he told me that he was not given enough waterproof padding from the Empire warehouse to even finish the 3 bedrooms. He cut and laid some carpet in 2 rooms. Tack strips and padding were still exposed in my 5 year old's bedroom entrance. He did not mend the seams or complete the closets or doorways. It was later discovered the carpet was not secured. He promised my husband and myself that he would personally call me before 8am and be at my house working by 8am to finish the job the next day! We had to agree as we had our whole house turned upside down. Next day, 4-26-18, 8am came and went without any word from "Chino". I began calling Empire and spoke with numerous different customer service reps. Finally I just wanted this entire nightmare to end. I was given a number to "Anthony" who would have the ability to cancel the contract/ job altogether. After speaking to him at length, he said that he couldn't cancel the contract/ install since work had begun. That would come from "George" the install manager. During our conversation I had to take my daughter to school. He asked if there was any way I would let them complete the work if the guys came and finished up that day (4-26-18). He placed me on hold to call the "install manager". Within 10 minutes "Chino" was calling me saying he was at my house. I told him I was 10 minutes away and to please wait. He said he would. I switched the call back to Anthony and told him that Chino was at my house and he would wait for me there! Anthony said he relayed that to the install mgr. When I arrived back home, Chino was gone. I reviewed my security footage and after he hung up with me, he walked to his car, got on the phone, loaded his tools and drove off. I pulled in my driveway minutes after he left. I called Anthony back immediately and told him what happened. I was told that "Monica" would call me...I got a call from a "Diana". She seemed like she would be helpful at first. I told her since we were on day 2 and our carpet was still laying in my garage, we just wanted to cancel. She said, but what if I get them back to you by 1pm and they finish today. I just was not hopeful as we have been lied to so much by these people. At 1pm, nobody came to my house, I called Diana. She said I thought you wanted to cancel...if they get there in 30 minutes can they finish?? I said yes but I need them to finish today. She said they would! The installers showed up at 1:50pm. I had to ask what happened to him not calling or showing at 8am? At this point, I have zero faith in these installers, so I am periodically walking through checking on the progress. I noticed they were talking about a problem so I went into the 3rd bedroom and noticed he short cut my sons room by 1 inch. He wanted to do a 1 inch seam on the tack strip my husband and I said absolutely not, you must recut this room and do it right. He said "I am not recutting this piece and getting backcharged". I will leave before I do that. He got his tools and told his guys to load up the truck and began yelling at me in my driveway in front of my neighbors. Today, 4-27-18, Meygan told my husband we would be issued a refund and get a cancellation email. Have not seen that yet! read more

Our experience with Empire Today and our salesperson, Roland, was wonderful. He explained the product thoroughly and having actual samples in our home let us find just the right color and style. The installers arrived when they said they would and did an outstanding job. Everything was handled extremely professionally and the floors look great. We would definitely use Empire Today again and would gladly recommend them to others! read more

We had carpe and vinyl flooring installed. Salesman said the vinyl would not rip or tear when moving furniture/appliances across it. And it was expensive. As soon as our fridge touched the vinyl, it ripped up. Not glued down. The tub surround in the bath is coming up and poorly glued down, obviously. They used warped quarter round and it's pulling off the wall. They also used our OLD transition pieces instead of new ones...We called the day after installation to report these things and to get someone back out, but were told we had to wait 1-3 business days before anyone would call us back and THEN schedule someone to come back out!? What??!! Seriously? We have the house on the market and have people coming to look at it and we have crappy flooring in two rooms because of them and they're lackluster customer service whom we were on hold with for over 20mins just trying to talk to someone. Will never use them again. The price was good, but install was terrible and customer service is horrendous. And we are STILL waiting on a call back read more

Had a great experience! Tried other flooring companies that jacked up the price on low quality flooring. Installation team showed up on time and super professional. Walked through and got everything done in one day. Will use them again and recommend to EVERYONE! read more

Had the sales rep in my home on Dec 11th, 2015 and signed a contract with half the deposit of over $5000.00. We scheduled the tear out of my old ceramic tile on Jan 5th, 2016, and they never showed so I called the toll free number. The customer service department treats you as if you were a three year old with their illogical excuses. I have heard from them that they left voice messages with the manager of the Houston branch office for three days and no one calls back. So I cancelled my contract this evening and now I need to wait till tomorrow to hear from that office about the cancellation policy, I'll let you know the outcome. read more

We were hesitant to go with Empire for our new LVP floors because of all the bad reviews, but the customer retention department convinced us to not cancel our contract. The installers came out and did a great job removing our existing floors, but would not install the additional underlayment in our contract. After a day of phone calls back and forth with the installation manager, sales guy and customer retention department, we found out it would void the manufacturers warranty to install the additional underlayment (which was suggested to us by the sales guy in the first place) and they agreed to seal the slab instead. Once that was taken care of they started installing the LVP. Which was not what was sold to us. We were concerned about the board variation and repetition of the pattern for LVP. The sales guy said there are 18 different boards in this particular LVP and there's no way you will end up with two of the same boards touching. That was not true. We only have five different boards. The installers got halfway through one bedroom before we stopped them because there were already over 10 places where the same very distinctive knots or chatter marks were right next to each other. Exactly what we were concerned about with LVP and were assured by the sales guy wouldn't happen. It's looks terrible. Since stopping the installers we have been on the phone with the sales guy and installation manager and customer retention department for the last two and a half days with no progress towards a solution. Everyone keeps telling us they are working on figuring what happened to the rest of the boards, but the installers said they do this floor all the time and there are always only five boards. The sales guy and installation manager will no longer take or return our calls, customer retention is the only department still trying to help us. It feels like Empire is trying to strong arm us into letting them install a very expensive floor that isn't what we were sold. The worst thing about this whole mess is that our house is barely livable, furniture stacked high in every room, no floors and the chemical stink of the concrete sealer in every room WITH A NEWBORN BABY TO CARE FOR. We wish we had cancelled our contract as we intended to do. read more