Very upset with my floors that we spent a lot of money on. I have a warranty but what good does it do when they don't respond. I have answered the questioner they requested and have sent all the pictures they requested starting on 3/926 and to date have note received a response 4-15-16. I have emailed and called and received service request # but nothing. This is very poor customer service no service. Would not rec this co read more

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Had salesman come out last week. Have emailed and called him to get the quote in writing. NO response means a RED flag to me. Why waste your time coming out and my time. read more

If I could give them ZERO stars I would! You spend THOUSANDS of dollars and expect a company to live up to their service plan. Empire has done anything but that. I filed a claim in February of 2025 and here we are almost in May and I still do not have any resolution. All we need is for one plank to be replaced. I call, get put on hold for up to 30 minutes, leave messages, leave my number to have someone call me back, and no one ever does. I've sent photos, followed everything in the service plan, only to have to then file a dispute because after finally getting ahold of someone, unbeknownst to me my claim got denied. Why? Natural wear and use. We've only had our floors close to 3yrs! How does only one plank in the middle of the living room get the corner broken? Looking back I wish we never would have went with Empire Today. They are way overpriced, I can only assume some planks were not properly installed for this to happen, who knows now if others will break, the trim along the baseboards are cheap, and the installers never cleaned before they left. Customer service is a joke and at this point it feels like they are hoping I'll just stop calling...DO NOT use this company!! Save your money and time. read more

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Do not use this company to install your flooring. We puchased all new flooring for our home downstairs. Company was suppose to install a particular type and color of flooring and day before our scheduled install, they called at 3-4 pm in the afternoon to say it wasn't in stock and they could install something else or we could wait 6 weeks (ish) for what we originally wanted to come in. It was 2 weeks before Christmas, we had already boxed up our stuff, removed wall hangings and moved furniture. So we agreed to go with what they had in stock although not my first choice. The install process took 2-3 days which we expected. Fast forward to after one year and we have multiple loose planks and two really bad spots. Product supposedly has a lifetime warranty but only one year warranty on installation. They want $250 to come out and look at floor to determine whether it was product or installation that is the issue. They also said if they get out here and pull some pieces up to assess, we will be responsible for paying for replacement product and installation. Such a scam company. Buyer beware. I learned my lesson the hard way. read more

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I will never use or recommend Empire Flooring. They subcontract their installation work, and the communication between customer service, local offices, and installers is awful. We have experienced endless runarounds instead of solutions. We hired them to carpet our basement and install laminate on our main floor. The carpet crew scratched several walls and left a faint stain. The laminate team couldn't finish because part of the subfloor needed replacing (not their fault). But the transition between the laminate and basement carpet was installed incorrectly and came loose within days. Customer Service apologized and said it would be fixed when the remaining laminate was installed. Weeks later, new installers arrived without enough material and no knowledge of the transition issue. After multiple reschedules, no shows, more apologies, and several missed appointments due to "lack of material," the work was finally completed by a fourth set of installers--who also hadn't been told about the transition problem. We sent photos when requested and heard nothing back. Every call to Customer Service means long hold times or delayed callbacks--sometimes not until the next day. In the end, we received mediocre carpet installation, waited over a month to finish a small section of flooring, and still have an unfinished transition. All we've gotten are apologies. Empire's setup--national Customer Service call centers, disconnected local offices, and rotating subcontractors--creates in-accountability and an easy excuse for inaction. Each group blames the other, and no one takes responsibility. They've still have not fixed their mistake or done anything to keep us as a customer. We'll never use them again and strongly recommend looking elsewhere. read more

Ordered a new floor when they were having a 50% off flooring and installation. I didn't realize until after the fact, they never gave me a discount and even out down the wrong color flooring I ordered. I reached out in an attempt to have them correct it. I was told the only way they will correct it is if I bought even more flooring and they will not give me the discount that they advertised. I feel completely ripped off and was given zero resolution. They just took the money and ran. The folks at Empire do nothing to help and are very argumentative. read more

Empire Today - This was the color flooring I was supposed to get using their visualizer. - Carpet Installation Near Me

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I had 3 rooms and a separate walk-in closet that's in master bedroom. Contractor came installed carpet in all the rooms except for the walk-in. They padded n tacked the closet but didn't install the carpet. Walked Mark (sales rep) through my house and showed him where we wanted the carpet. They have sent out an invoice for work they haven't completed. No one has reached out to resolve or talk to me regarding this matter. I suggest if you need any flooding done, go with another company. I would never recommend Empire flooring or do business with them again, ABSOLUTELY NOT!!!!! read more

Sales person was great, but the installers never showed up two different times. I spoke to a manager after the first no show who was very unapologetic and offered to refund me $50.00 which is a joke after all the work we did to pack up our stuff. I told the manager I would like a $500.00 refund from our $4000.00 sale, but she said I am not giving you $500.00 nor am I going to reimburse you for your work time lost. This is not the first time I have been your customer, but it certainly will be the last. Kim Briscoe read more

They used molding for a wall along my bathtub where it's appropriate to use caulk and they left something protruding from the floor so there is now a raised dime size segment on the new flooring and it's beginning to crack. Additionally, the molding they did correctly use in the bathroom does not have the tips cut to angle and finish them off. Customer service has been a hassle for months and it hasn't gotten resolved. Sales is great, as they should be because they want to make money. The value is obviously not good if it's thousands of dollars for a damaged floor and my time spent trying to get it repaired which it's still not. read more

Unfortunately, they failed to show for a scheduled appointment and measurement. It is difficult to take off of work, but I did that in anticipation of meeting the salesperson. I had to track them down to see if they were still coming, and was told they didn't assign anyone to our project, despite me receiving an email and text confirmation. I also cleared the area and made sure I did all of the things on the list they emailed. It is so discouraging when companies make a commitment and do not follow through, especially when you do everything on your end to be there and prepare. If you are in Cincinnati, there are many carpet companies to choose from. This is probably not one of them, as I'm not sure what job they would do if they can't honor their salesperson commitment. read more

Will were do i start. When they came out i picked what i wanted on my floors. They told me it would take 2 days to take up the old flooring and put the new floors down. I had to give them a down payment and then pay the rest when they came to do the floors. Well, when they came out and took up the old flooring, and started to put the new down i saw it was not what i picked out. That made me mad. I told them that is not what i ordered. Then i was told it would take a month to get what i wanted that made me even madder. So, i called the lady that came out and did my order. and she said she changed my order to the one she wanted and i got even madder. I could not wait any longer my floors were all torn up and my boyfriend i have to get a motel room for him because he is on Oxygen and a disabled Vet and i knew he could not be around all the nose and the dirt. So i took the flooring they brought, and they put it down then it came time to put the 1/4 round down and they put white and i did not want the white i want the brown to match my floors. so, i said nope on that one. So i asked what time they would be back tomorrow, and they said they would not be back. And again, I was so mad. I had to call again and i was told they would be Back in a month to finish and i blow up and said NO then they said they would be back in 2 weeks to finish. Really so i called my boyfriend and went to get him from the motel. that i had paid for a head of time because i did it online for the two days it would take to do the floors. i did not know when they said it would take 2 days to do the flooring that it would in two different months. So they said they were done for the day and moved mt stove and fridge back where they were and when they did, they did not put the water line back up where it was when they pulled out the fridge. The fridge was pinching the water line to the point where i still had water and ice. It could not take it that long the line burst and flooded my kitchen floor and flooding the basement floor too. When i pulled out my fridge the water line was flopping allover got my wall and the celling wet to. I turned off the water to my fridge and call my insurance and they sent people out to see what had to be done and how bad it was. The floor is now finish now thanks to my insurance company. I had to pay my 500.00 deductible. I think Empire should pay it and not me. I Paid empire over 6,000.00 for my flooring and now and Exter 500. for my deductible I have told all my friend and anyone else i can DO NOT USE Empire they are bad news, and you don't get what u order. And then their 2 days are over a month. So u Don't get what u order and they might pinch off your water line to your fridge. THEY ARE LIERS read more

Significant damage to my house during install (we even removed the moldings for them so they wouldn't have a reason to cause damage). Will be taking to small claims court for damage to our historic 100 year old home. DO NOT USE read more

Easy to make an appointment. The sales lady worked around our schedules and came after dinner which was perfect for us. She showed up on time. We told her what we were looking for and she made sure we got what we wanted. The install was quicker then we expected which was also great. The installers called when they were on their way and they showed up on time as well. They were friendly, professional and very helpful. They helped my husband move a few pieces of furniture that I was not able to help move out of the way. The install was quick and they cleaned up after themselves before they left. The carpet is beautiful and we plan on having more installed very soon. Great experience for our first time using Empire Today. read more

I had ordered carpet and ceramic from empire today and was supposed to have the ceramic portion of my order installed today. I was told by the customer service rep that called me to confirm my install that I would get a call from the installer around 730 am to confirm a time for today. At 930 am I called to find out what was going on because I hadn't heard from anyone. I was told that they didnt have a ceramic installer and I could switch materials if I wanted to. What a joke of a company to waste my time like I have nothing better to do. I took the day off work for this. read more

Had an appointment scheduled over a mont ago. Called the day before and cancelled due to not having available employee. Was told they would call to reschedule...didn't happen. I called to reschedule and today our appointment window was 11am-1pm. Guess what???? No Call, No Show. What an absolute joke of a business. There are plenty of other companies that would gladly take our money. Don't waste it here! read more

TERRIBLE customer service and TERRIBLE product quality! DO NOT get carpet from this place. Kraig my sales person was patient and helped me select a carpet. He also worked with me on price. I was impressed that they brought product to my home as I was struggling at showrooms to visualize the carpet in my space. He sold me on the Empire Home Fresh carpet and really talked it up like it was high end. It's far from that! I was also impressed they could install it so quickly, as other places quoted 3-6 weeks. They give you a window for arrival from 8-6. Ridiculous. This is a new home and vacant at the moment. I had to travel 90 minutes the day of the appointment to let them in so the days leading up to my install day I tried calling customer service to narrow in on an arrival window. They assured me they'd note that I required 2 hr notice. That didn't happen. I was on hold with customer service 90 minutes day of install and spent over 2 hrs dealing with them. I even spoke to the local install manager, Craig, who was an absolute jerk! The customer service was they worst! They blamed one another and basically said the previous rep was lying. It was insane! I really thought about canceling, but I went back to what my sales person led me to believe...I was getting a premium carpet and I got a decent price, more than I wanted to spend, yet discounted. What a mistake! The padding on this carpet is non existent and it feels like you're walking on concrete. It's $5k down the drain! This carpet is in my entire upstairs and it's so uncomfortable I'll have to rip it out and have it replaced. Empire is a complete rip off! read more

Our floors are amazing and the installers were awesome! We have lived in several homes. We have had to have floors installed in several homes. Empire was the BEST hands down. read more

I scheduled an appointment for a sales consult and measure online for May 13th between 11am and 1pm. I did not receive a confirmation call, but did receive a confirmation email. I waited until noon and called just to make sure my appointment was in the system. It was and the representative said the salesman would be at my house in 30-45 minutes. I waited. Not only did he not show up, he did not call. I called back and let the customer service representative know he had not shown up. She called him and he told her he was stuck at a job and would not make it today. The customer service representative told me and then asked me if I would like to reschedule. She offered me $50 off my order. I am very upset at the lack of basic customer service and lack of courtesy. I spent the middle part of a Saturday waiting for someone to show up who didn't, and didn't even bother letting me know. The customer service representative was not only unsympathetic, but gave me a canned response offer of a measly $50 off for a sale that would have been worth several thousand. I planned to purchase new floors for my entire house, which was actually my first Mother's Day gift. I prepped my house, moving furniture, etc. so it would be easier to measure. I saved photos of the flooring I was interested in. All of that time and effort was wasted. I abided by the request posted on the BBB website to email the customer service department to hopefully resolve this without reporting to the BBB. I also had not yet posted on any social media or Google. After the response I received from the customer service representative, I did not have high hopes but, I wanted to give this company one more shot to make it right. I emailed on 5/13 and 5/17 (to Alex Roberts in Customer Service specifically) and still have not received a response. read more

Let me start off by saying the men who came in to install our floors today were great!!! They were on time, professional, and got the job done. If I could rate them alone it would be 5 stars for sure. The seller for Empire, however, was late, not very professional in my opinion, and you could tell he was clearly only there because it was his job. Once the men got here to install we had run into an issue with payment. Something that Kraig was supposed to take care of (a week earlier) after earning our business-but never did? Held us off from starting for a good amount of time this morning and as of this moment we're 9 hours out from calling him/ texting him to fix the issue with NO RESPONSE OR RETURNED CALL. Unprofessional beyond words. The floors look great, but I don't think we'll be using empire again. read more

There was an issue with the glue adhesive & the installers had to reschedule. They recommended a different product & installed it. I love it! read more

I'm not a happy camper! Shame on you! Stood me up twice. TWICE! I'm trying to be your customer and you can't bother to send a sales rep out? How about a phone call to reschedule? Nope! Not to mention that your customer service folks in the call center explained that nobody was assigned to my appointment (same excuse both times even though I got a confirmation call and email both times) and "because it's a small market they can't do much." Edgar Villaneuva assured me it was a one time mistake. What a lie! You've lost a customer. And I'm going to tell everyone I know about my experience. What a joke! read more

We purchased carpet from Empire four years ago. Today the carpet is worn out already. Only my wife and I live in this house. Terrible quality. Today we are having the carpet removed and the hardwoods under it refinished by JP Flooring. The poor guys ripping out the carpet are struggling with removing the carpet strips because the nails used on the strips are way too long. What should have been a quick part of the jobs is taking half the day. read more

I love my new laminate floors! The installers were professional and very skilled. They even cleaned up before they left.

Terrible experience several years back. My parents had our condo's floors/carpets done and I come home to find out that a pair of Tiffany cuff links I had received as a groomsman gift had been stolen by one of their installers... I was told to "file a police report"... My issue wasn't the cost it was the fact that they were given to me as a gift and they are no longer made. Never would I ever refer this company to anyone. read more

I set up an appointment to receive an estimate to have wood flooring installed in my home. i received a date and time (11/16), 2 subsequent emails and a call confirming the appointment. On the day of the appointment I took 1/2 day off work. The representative never showed nor did I receive a call. When I called, I was told the sales rep did not answer their phone so I would need to reschedule and the earliest date was 11/28. I made it clear that I needed to make selection by 11/17, so I could have the work done by xmas. No show + poor customer service = no work. read more

Very unhappy with the salesman who arrived to give me a quote on carpet for my living room. He insulted the rest of my home and left angry that I did not purchase from him. I'm not intrested in being treated poorly while considering such an expensive purchase. read more

I can't believe there haven't been more reviews for this company. The salesman was great,everything was set up, my husband and I both took off of work to oversee the installation of whole house carpeting. Two Gentlemen came and didn't speak English. They had no idea what the plan was for the cut out at the front door. because they couldn't understand me and obviously didn't have a set of the plans we had arranged, we got nowhere. Round and round we went. we had to track down the original salesman to speak to them and explain The very minor plans we had arranged. The carpet three years later is so so at best cost $2,500. next time I'll go with Big Bob's that guy on TV. Do your research read more

This is a continuation of my review of Empire Today, They have got to have the worst customer service record in Cincinnati!! On June 1, 2016, the day after my review was posted on Yelp, I received a phone call from Tenetia from Empire Today. She was so apologetic! She had no idea that this matter had not been taken care of. She was going to order more quarter round and more flooring (she told me they did have extra flooring in the style and color we have) and she set up a date for June 9th for installation. Someone would call on June 8th to give us a time frame. I also received an email from Tina B., Manager (from Empire Today I presume) stating, "we have read your review and we are sorry to hear that you are not satisfied with your product purchase. We never want our customers to feel this way and we will be in contact with you soon to address your product concerns," Yesterday, June 8th, I waited until 1:15 and had not received a phone call from Empire Today. I spoke to Joey and asked for Tenetia and gave my name and address. He said he saw where were scheduled for June 9th. He checked and Tenetia was away from her desk. He left voicemail for her. He also spoke to Leslie who told him that some would call about 8:30 On June 9th with a time. It is now 6:50 p.m. and I have not received a phone call and no one has showed up. So what do I do now? I contacted the Better Business Bureau. What a poor company. I will never do business with them again and recommend that anyone considering flooring, look elsewhere. Be aware! read more

A never ending horrible experience. So many issues and complaints that i can't put them all in this review. They needed 3 trips to finish my vinyl floor installation (was NEVER told it would take more than 1 trip), and not ONCE did they have everything they were supposed to have or everything i was told they would have. The first day they didn't show up until after 1:30 PM for a job to do 3 bedrooms and a hallway and at about 8:30 PM they just up and packed up and called it a night. When i asked when they would be back he said he didn't know, that he guessed the next day. I could not be there the next day so they had to come back almost a week later when they could get me on a Saturday. Each time they showed up to work and had not been given the directions i had specifically discussed with the customer service team and installation managers and 2 of the 3 times they were well outside of the arrival window. NO ONE talks to each other at this company. The installers did not clean up a single thing when they left, furniture was left randomly throughout the rooms, and closet doors were not hung properly and one was broken. There are scuffs, scratches and scrapes on floors that were just installed. I spoke with a local manager named Matthew, who originally was helpful and then stopped returning calls. I have left over a dozen messages that have never been returned and have given up trying to call him at this point. NO ONE will return a call from this company, and NO ONE does what they tell you they are going to do. I have still not received a "welcome kit" that was supposed to have been sent 2 months ago. I was told multiple times i would be called back and have NEVER received a call. Now the carpet installation. I will start by saying the contractor who installed the carpet was awesome, but he doesn't work for Empire. The piece of carpet was cut wrong, the dimensions were completely mixed up. After the installer realized the issue we looked at the sketch the sales man had made and realized it was TOTALLY wrong. The length and width of the room were reversed and the closet and stairs were in completely wrong places, so the carpet was too long and not wide enough. When i called customer service and finally got a manager, i was told that he could reschedule and have the carpet re-cut (which would mean my living room would be completely gutted of flooring until they came back in a week or two) or have him install what he had and deal with the multiple extra seams that he would have to do. The installer made it work and i am stuck living with it. Multiple times i spoke with managers to complain about the horrible experience and was told multiple times that they agreed with me that this was unacceptable, yet nothing has been done about it. I have paid a lot of money for flooring that i could have bought at home depot myself and installed myself and had better results. In fact i have done flooring in one of my rooms myself and it looks as good or better than what i paid Empire to do. Short story is this, they don't care about how they treat you or how crappy the work is that they contract installers do, and since you pay before they start working, you are stuck with it. I am shocked that they are still in business, they are completely unorganized, don't care how they treat customers, and do nothing to resolve issues. I wish i would have done the work myself. read more