Empire Today

They failed to show up for the estimate and I had to contact them.

First off, the sales person - while nice - was VERY pushy. She showed us a few samples that we weren't crazy about and after measuring (even though we already had the measurements...) gave us a total price while refusing to break that price down at (no breakdown on labor vs material much less price per square foot). When we were obviously not interested, the price started dropping and eventually dropped by ~10% or more - all good for just one week and with a deposit that was, quote, "completely and immediately refundable, no questions asked" for three days. When we explained that we like to take our time with things, she then showed us the 'nice' samples that were indeed nice and exactly what we were looking for - but of course, according to her, way out of our price range. Magically, that price dropped significantly very quickly (on the order or $16-15k to $9k), so at that point, we agreed to put money down and think about it. After a restless night of trying to sleep on it, we still felt rushed and decided to cancel the order the next evening. We were told it was marked as canceled and someone would call us to confirm first thing the next morning. First call we get next morning is the sales person with a better offer - we refused, stating we just wanted our money back. We get an email later that day with yet another offer; we responded refusing that too and asking for our money. At the end of the day, we called them and got YET ANOTHER OFFER and refused it again, by this time getting angry that our money was still not in our checking account yet and noticing that they had no intention of putting it there so far. After being on hold for 20 minutes then hung up on, we called back and were then told that the cancelation would take up to FIFTEEN BUSINESS DAYS!!! This is by far NOT what we were told before and the money sure as **** didn't take 15 days to come out of our account (that was instant)! Want to guess what has happened next? We again have had to call them, speak to another person that wanted to make us an offer and told now that the person processing the request was out of the office - WHAT?!? After asking to speak to someone else, we are then told they will "submit the request" (it had NOT been submitted yet!??!) but would take TEN business days to go through!?!? At this point, we're going to speak to a lawyer to see what options we have to expedite this or charge them for holding our money hostage and misleading practices. NEVER do business with this company in ANY capacity - EVER!

Sales person was dishonest and not forthcoming. Sent a full contract that had to be cancelled within 3 business days when asked to send the bid by email. Salesperson was condescending and curt.

The installation was on 4 bedrooms, dining area, staircase and 2 living areas. The installers did a terrible job, scratched the floor, the boarder literally was falling off, you could see the boards not going all the way to the wall. They also nail gunned my stairs which voided the manufacturer warranty. The salesman was also told we needed durable floors as we have animals and children. Before installation was complete the installers scratched the floor and a board was already chipping up. Water was spilt on the floor and the board already swelled and warped. The company offered to redo the installation but not fix the poor quality of the floors. I was told I could BUY more floors!!!! I already paid 13k for a 26k job (Xmas discount) and they wanted more! Customer service was RUDE; talked over me, raised her voice and refused to let me speak to her manager. Still have not resolved these issues and it has almost been a month.

We signed a contract and scheduled the completion date for 12/27/2017. On that date, after spending 3 days prepping our house, I called to find out their location. I was told nothing was scheduled and they had no information of my contract, even though a down payment was given. I was told someone would call me within 48 hours to take care of the issue. I called the next day during corporate business hours. I was told I would receive a call within 24 hours. No call. I called 96 hours later and was told they would call back within 24 hours. No call. Called 48 hours later only to be told they proactively cancelled a contract and would issue a refund within 10 days. No refund as of yet. I wish I could tell you this is an overexageration, but sadly it is not. Simply the worst experience I have ever had in any business dealing. Simply put, they cannot be trusted.

Salesperson that came out was punctual and very accommodating. After agreeing to get carpet done, that's where everything went downhill. We agreed on a installation date and I was told I would get a confirmation call the day before. The day before install date comes and they call. I was in a meeting and missed the call. They left a detailed message about needing to confirm and they would try to call back later or I could call back and confirm. I tried calling back but was immediately put on hold. After holding for about 15+ minutes I hung up. I tried back later and was on hold again for about 5 minutes before someone answered. I told them I needed to confirm and that all was fine. I then asked if they had an estimated time they would come out. They said the did not have any time frame and that the installation crew would be coming out some time tomorrow. I was told that I could call tomorrow (the day of install) and check to see if they had a more accurate time. The day of install comes and it's 11am. There has been no contact from Empire so we try to call in. After 20+ minutes on hold, we get someone on the line to tell us that they have no clue. They said someone will be coming out today, but they still had no specific time. This isn't helpful at all! We were told that someone would call us when they had a better idea when they would come. Suffice to say, after getting the sale, Empire does not care about any kind of service or follow up thereafter. I suggest you look for a smaller company that actually cares about customers.

Company: Empire Today Location: DFW area Background info prior to service: I have a 2 story 2858sqft home I financed $6218.28 towards vinyl flooring for both the upstairs Game room and the down stairs areas. I was told by the Sales man or Empire Representative that came to my home that because of the size of my home there would be a minimum of 3 men to install the flooring. Due to carpet had to be pulled up removed, floors cleaned, then installation of the vinyl floors. I was told the floors would be installed and the men would be finished by 6pm due to they would arrive at my home 8am on 8/31/2017 or Thursday. Issue: On the day of the installation 08/31/2017 I received a call that the installers would be at my home at 9am but he did not arrive until 11:00 am. Key words he; Empire Today sent one gentlemen to my residence to install vinyl flooring for a 2858 sqft home. And he spoke English but I could tell it was limited. Due to when I asked where was his crew he said they were coming and that was the end of that dialoge. So I allowed him to begin working and he did work around 3:25pm he made a phone call and more men came and helped him put down the remainder of the flooring. They left my residence at 8pm and still had to come back the next day at 8:30am to finish up the transition pieces between the bathroom and bedroom on the second floor. The second day he arrived again at 11:00am not 8:30am and he had 1 gentelmen with him and they worked until about 2pm. And when they finished the transition pieces between the bathroom, bedroom, and the new vinyl flooring it was terrible. The transition pieces were too small they did not fully cover the transition of the tile in the bathroom to the vinyl floor, or the carpet in one of the bedrooms to the vinyl floor on the second floor. I called Empire Today’s Customer service and was told no one could come out to correct the issue until 2 weeks later which was today September 16, 2017. On September 16th once again I received a call at 7:45am on a Saturday that the installer would be at my home with a window of arrival 8am to 10am. He never came to the residence I called empire at 4:15pm and talked to a customer service Repersentative. She was professional and stated that she would contact the installers and they would contact me. The installer contacted me at 4:20pm and said he was in Ceder Hill and I live in Fort Worth TX. He further stated that it would take him an hour to reach my residence. But he could come today or come tomorrow which would be Sunday. At this point I said no I would be calling someone to get reimbursed on these floors or they would be hearing from my Attorney. Please if you took the time to read this review please do not do business with these people. I’m former military and I currently work for the Department of Justice. I’m a new homeowner and I have a lot of things I need to repair with this property and these people just added to my list of things to do. STAY AWAY FROM THIS COMPANY PLEASE!!!

HORRIBLE!!! We had originally used them for our carpet in our master, so we paid the full $6,390 amount up front, a lot of good that did us; swapped out the hardwood in the bathroom to tile, knowing an additional $245 was needed to do the swap, but then the installers showed up and all of sudden needed a full $699 instead for the tile; installers seemed reluctant to even want to do the install to begin with on top of the fact that our install would take several days all the while us thinking the install would be a one day install according to our salesperson; the installers informed us about having transition piece (which the salesperson said was unnecessary in our space) so was asked to switch to glue which was given three different quotes for the glue down option, an extra $1,295 for that by the way!!!!!!; salesperson said, "They couldn't do anything, it is what it is."; at this point we were done, tried to cancel it but all of sudden they were willing to drop it by a $1,000 so we wouldn't cancel (WHY COULDN'T THEY DO THAT FROM THE BEGINNING?!); Needless to say we did not use Empire!!!!

They offered to re-tile. After I get the floor repaired. DUH! If someone comes out to do the repair, and the tile is pulled up, it needs replacement. The repairman is here, so all he has to do is the tile. Why would I hire two separate services?

Overall, I’m generally satisfied despite it being a bit pricey. You get what you pay for. You get the convenience of dealing with one person should something go wrong. Or so I thought! First, it’s important to understand their business model. They hire subcontractors to do the installation. Which means you are inserting a middle man into the process. Which means an additional markup because nothing is free. The salesperson shows up at your home with samples. He or she quotes you a total price. They don’t tell you the square footage so you can comparison shop. Ours wasn’t a high-pressure sales pitch but looking back, I wish we’d comparison shopped. The allure and the convenience of having the samples on-hand sucks you in. Our problems began the minute the contract was signed and the salesperson departed. Subsequently, we asked our salesperson a few questions via text message about the upcoming installations. When she did reply her answers seemed perfunctory. I wrote it off to her being a millennial. But on two occasions she didn’t bother to answer: first, when the tile installer showed up short of tile and was unable to tile a closet (it was subsequently carpeted); second, when we tried to get extra laminate and tiles (as promised) in case of future damage. We later found out from Customer Service that Empire Today doesn’t do that. Ask yourself, for the amount of money paid (in our case approx. $17K) you should get a few extra pieces, right? Wrong! Lastly, I had one installer tell me they weren’t paid to move furniture when my contract stipulates. They did move the furniture, however. I would like give a ‘shout out’ to the installers. They were top notch and I would highly recommend them. Bottom line, should you choose Empire Today then expect to pay a little more and be treated like a number. After all, they are a high-volume business. I post this in the hope Empire Today improves its service. Good luck!

Totally a scam. I was promised a professional floor installation but I just got two guys showed up on my door and did a bad job installed a floor. While they did the job they kept calling the company and asked for more money. Empire sub contract my floor installation to some guys. After the job was done, I called Empire to come back to fix the door and clean up the mess but they never come back. The price suppose to include all the cleaning up but that was not happened Stay away from this company!!!

Great salesrepresentative; wonderful technicians; best price ever!

3 workers did the install and cleaned up after themselves. They nailed it!

There is a major seam issue in the living room that they would not fix even after sending out their professional installer who said (I heard him on the phone) that the pictures didn't really show how bad this looks. Will never recommend or hiring them for any job again.

We spent about $3000. Probably 7 or 8 people came out and it took about 4 to 5 hours for the work to be completed. They did a great job.

Just fine. I have already recommended them to a friend looking for flooring.

The carpet went fine and looks good. The plank flooring is not straight with the walls. Measuring in three different rooms the flooring is very crooked. Its off by 3 inches for each 10 feet. We called a supervisor and he insisted our walls were not straight even though he had not been to the house. I insisted he look at the job and he did come and spend about 3 minutes at the house before stating our walls were not straight, even without measuring! This seems to be his excuse for a poor installation. He declined to do a warranty fix. Now we live with crooked floors. It almost makes you dizzy walking down our longest hallway. By the way the simple formula to find a 90 degree corner is 3'x4'x5'. its very simple. I showed the supervisor my calculations showing that our walls were infact 90 degrees at all corners and that the flooring was very crooked, to no avail. I do not recommend Empire Today.

did a good job. pleased with overall job. Selection of carpet was very limited, otherwise a good provider and a good install.

Don't remember any problems

Contact with customer service did not produce an acceptable outcome. We were scheduled to move-in on 11/28 which is now impossible. They offered a 10% discount which does not even begin to cover the additional expenses we will incur by pushing back our move date let alone the costs of us having to extend our rental agreement in our current location. Management would not contact us back despite repeated requests. I would not recommend this company to my worst enemy. If you do choose to use them make sure you have plenty of time to account for delays and poor customer service.

They would not provide a cost per square yard of carpet and carpeting and padding. When I finally was able to figure the cost per yard and installation t was high than other estimates from competitors that were offering name brand carpeting and a better quality. They are not open and honest about what they are selling you and it is up to you to figure it out. Almost a bate and switch. Also they were very reluctant to return our deposit.

I had a few quotes and Empire was actually higher than the other 2 companies I had out but there was such a big difference in the people who came out to give me quotes it made me trust them a little bit more, and seemed to be better quality. also after looking into how long they had been in business gave me reassurance. It was just like the commercials they came in moved all of my furniture took out old floors put in new ones and moved all of my furniture back - and did it all in 2 days! Everyone I talked to were very professional and I love my floors it has been over 2 years and I haven't had any problems at all. I highly recommend them!

Ethical businesses disclose all information pertaining to their financial agreements with their clents. This business did not. This is an excellent example of unethical and fraudulent business practices, either by the company and/or the people they employ.

I collected three bids for wood and laminate. Was trying to match laminate already in kitchen/dining area. Scott Osler came to our home on a Friday. We explained to him what we thought we wanted either hardwood or laminate but it had to compliment or match what was already down. Scott had a laminate that match our original floor but his price was higher than our lowest bid. Scott was able to match and his installation date was the next day. Empire sent email to confirm our purchase, The installers showed up as promised on Saturday at 10 Am and pulled up old caroet and installed by 3PM. They hauled away the old carpet, and cleaned up after installation. The installers were very polite and all business. I did not like the gap left under my fireplace and contacted Scott by voice mail that Saturday. He gave me the customer service number. I contacted Customer service the following Monday. I explained my complaint. They were extremely nice. I received a new service order and promise date of when they would show. A new crew showed up a week later and corrected the surround for the fireplace. They also corrected other minor problems. Very impressed with Empire.

First the positives: I liked very much that the salesman visited my home and brought samples so that I could see how things would look, compare wood tones, colors, etc. He was very responsive and prompt. I liked also like the idea of being able to get the work done quickly (to begin the following day) and the fact that they would move all of my furniture, etc. Having once waited for another installer for three months to order and install my carpet, the fact that I could get it done so quickly was great. Also, the product was nice quality, though I am a little concerned that some of the edges of the laminate are beginning to pop up a little. What I didn't like: I didn't really like the way that the salesman initially quoted me this astronomic figure for the job and then he took "discounts" that got it down to a reasonable figure. I pretty much know what the amount should be and this was a little silly and insulting. The ending cost was ok, I originally thought, though I'm not sure I completely thought it through (see below regarding baseboards). Why I would not use them again: A friend of mine had a great experience with Empire and I truly believe that your experience will depend on on the installer that you end up with. I didn't get as lucky as she did. The installation was done over a three day period when the temperature was near 100. The installers constantly left my front door standing open as they went in and out (I was not home the whole time they were here-- I only noticed it during short periods of time that I was there, so I'm assuming that it was a constant issue). I don't believe that its a coincidence that by the end of the second day, my air conditioner was broken (a clogged tube) and required a $130 service call. At the bottom of the staircase, one of my ceramic tiles was broken. After I pointed this out (he didn't point it out to me as I might have expected), he said that it had always been broken and I just hadn't noticed it because the new carpet was not as thick. Maybe. Maybe not. My largest complaint was on the baseboards-- READ YOUR CONTRACT! Empire DOES say that they will not replace your baseboards and that you should remove them yourself. The salesman did NOT point this out to me. I will admit that this was MY FAULT. I should have read this and questioned the installer on how he would handle the baseboards. I assumed that he would remove them. Instead, he left my WHITE baseboards in place and installed wood toned quarter moulding up against it. It's an awful look-- one that I really don't think anyone would have chosen. So if Empire is REALLY so interested in customer service and quality, then I think that the installer should have asked me if this was really what I wanted and demonstrated how it would look. So now, I'm having to hire someone else to redo the baseboards. If I had this to do over again, I would hire an independent installer to do the ENTIRE job. 10 days later, my furniture is still out of place, waiting for a handyman to come and do the baseboards. Also, the literature that they do give you says that they will clean your floor after the installation. They did not do this in my bedroom-- instead they moved all of my furniture back into the room onto a very dirty floor. On the third day, after they finished the tile, then they did some mop up around the furniture, but certainly not a great job. Last of all, it is virtually impossible to talk to someone local-- they give you NO contact information for a local supervisor in your paperwork-- you have to call the 1-800 number and talk to someone in Illinois. I did this after the second day and relayed my complaints and was told that someone would contact me. No one ever did. Over a week later, I received a letter in the mail from Empire saying that they had tried "multiple times" to contact me and hadn't been able to and they did finally give me a local number to call. Sometimes I do receive calls on my cell from Unknown numbers that I don't answer (don't we all?). If one of these calls was from someone from Empire, they should have left a message-- they didn't. I hate dishonesty like this. They also had my email address and could have used that-- they didn't. I interpret this letter as a "I wonder how annoyed she still is with us letter?" If I'm still annoyed then they figure I'll call them, if I'm not, then they can write me off and show that they did their best to resolve the problem.