This is an update post. I would like to thank Empire today Cleveland for fixing my floors. Due to scheduling issues ( mostly mine) as I was out of the country) it took around a month to get accomplished. However the floors look great and I am well pleased. Thanks again for the repairs. read more

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Buyer beware. The only positive part of this experience was the Sales department--and that ended the moment the contract was signed. From there, everything went downhill. Installation appointments were rescheduled four different times. In less than a year, with minimal use, both the carpet and luxury vinyl plank flooring look like they're a decade old. The floors have cracks, lifting planks, uneven seams, damaged thresholds, and mismatched dark brown plastic trim installed against gray flooring. The bathroom installation was the worst part. The installer reused an old toilet wax ring instead of installing a new one, causing a leak that damaged the new wood subfloor and leaked into the basement. They also failed to install flooring under the vanity. The damage cost us over $3,000 to repair. When we repeatedly contacted the company, it took months for them to respond. Their "repair" involved ripping out the brand-new subfloor and piecing it back together. The carpet also began wearing out in less than six months, and we were simply told they "don't do patchwork." This flooring was installed for my 85-year-old mother. Instead of standing behind their workmanship, management made the experience even worse. Dionte, from the Twinsburg office, was argumentative, refused to provide his supervisor's contact information, and promised reimbursement that never happened. Instead of covering the more than $3,000 in damages, the company offered only $500--and only if my mother signed a release giving up any further claims. This company failed in its installation, customer service, and warranty support. I cannot recommend them and will be filing complaints with the appropriate state agencies. (It's also worth mentioning they covered the water line hole and line itself under the refrigerator) . read more

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I left a review on Google as well. They suggested I contact customer service. I have multiple times and only receive a returned email offering me no resolution to my situation. The sales rep arrive and quoted me a price of $6000 for carpet and LVP. I was offered a lower price by their competitor but they decided to match it. The day they were to install the LVP, my husband was home and I was at work. I came home to VINYL glued down "I thought you changed your mind". Beside them changing my order (I didn't catch the change in a barrage of emails they sent-my fault I was selling my rental as well during this time) they left glue all over the flooring. They did not replace my base boards as promised. This was first wk of April 2026. I am still getting glue off the floor. They left gaps where the vinyl was suppose to lay next to the wall. There are bubbles. I did not authorize them to take the remaining balance but they did anyway. They have lied to me, cheated me and stole my money. The one rep said "I see where you were looking at the LVP. If you want this it will cost an additional $2000". Needless to say, I'm not paying extra. Just fix the flooring and make it presentable. I plan to move at the end of the year. TN Johnson. 5/20 they say this isn't how they do business but I think it is. I have gotten NO WHERE with customer service. read more

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My experience with Empire started out wonderful with the salesman David Gibson, he was on time, prepared and was able to stay within our budget. Because we had other projects going on in our home he was able to get us the perfect date so the flooring project wouldn't interfere with the kitchen project. The floor installation took a dive, when the installer ran out of material and floor. A job that was promised to be completed took 5 months, reschedule, lack of material, poor installation, slow and to top it off the installer smell of Marijuana. Making a complaint was difficult, I kept putting in tickets for Empire to keep sending the same in installer and I could not cancel because the had already charge my card. I would NEVER recommend Empire to family or friends. read more

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Totally dissatisfied with my carpet and this company. So many negative issues to mention. Estimator ordered way too much carpet. More then enough to do another bedroom and closet. His Installers where very late, totally surprised that I was on the 5th floor, and furniture was there too. They took 0ver 10 hours to install all the carpet. Left the condo hallway and service elevator trashed. They damaged 3 doors when removed and rehung. When I called Customer service to complain, she just blew me off. She was extremely rude. Now after less then 4 years, the carpet is wearing very poorly, and has waves in the living room and hallway. Only offered 1 paddling option. And it is very poor quality too. For the price of the total job, quality is very poor. Have told everyone I know not to use Empire Today. Carpet should last for more then 4 years. Just me at home, and the not much traffic. Ready to replace this lousy carpet. A total rip off. Can not believe they are still in business. Buyer beware. read more

Got the old bait and switch. One day carpet in stock, next day carpet not in stock, the color we wanted but we have a more expensive version that is your color Do not recommend at all!!!! read more

I had 5 rooms done in 2006, within a year, in every single room, the carpet buckled. The ridges are big enough to trip over. The quality of carpet was subpar. They use subcontractors. read more

I posted approximately a month ago about Empire Today's poor flooring installation and horrific customer service. As the business manager stated after my post, the company did get back to me that day. However, they stated they would review and compare my photos with the installer's photos, then would contact me. IT NEVER HAPPENED. The sales department had the nerve to call yesterday in an attempt to sale me additional services!! After sharing my experience with the rep, she stated the notes claim the company has attempted to contact me several times to no avail - WHICH IS A BOLD-FACED LIE!! Prompting me to leave yet another vmail message with C. Clark. BEYOND FRUSTRATED!! And D. Gales has been unresponsive as well. Absolutely ridiculous. read more

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This is the worst experience I've ever had with a company; Period. We had them do all our floors on the 1st floor with LVP and the living room with carpet. They do not install it they contract out for that. They don't manufacture the flooring either. They don't honor their warranty, and be careful there are several. We had to have several repairs done within the 1st year and that went fine, but the same problem arose about 6 months after the repair and they refuse to fix it. They want me to sign an accommodation agreement ( which voids my warranty) or pay for them to redo my dining room. Im pretty sure we are over a year now of fighting this and my floor not only looks horrible, it's a danger ( planks sticking up, we had to tape them down). You've been warned. They don't return your calls. We've heard from them twice since and both were right after we contacted the BBB. Do yourself a favor and spend your money elsewhere. P.S. They know who I am as you can see from their response. My floor started doing that like 3 months after install. Remember people they want me to pay to fix this issue or they will do it if I let them void my warranty, by me signing their accommodation letter that states this will void your warranty. So the dilemma is void my warranty and watch my floor fall apart with no warranty in the months/years to come, or pay them more money for a cheap product that Im going to have to replace. I paid over 6k for a floor that was falling apart months after install, and continues to fall apart. We have a whole area taped down so people won't trip over it. You've been warned. Im a disabled Vet also so don't think they'll treat you any better. read more

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Zero stars if possible . Absolutely zero quality control because they use independent contractors . I believe local management should visit and do a walkthrough after every install. I was asked to sign all satisfaction stuff in order for the installs to even take place. After first install there were errors that had to be fixed, after repair was completed more issues arose, a complete tear out and redo of entire floor was completed for the 3rd visit and was still left with busted quarter rnd trim: glue all over , boards cut short exposing subfloor at doorways, the contractor shoved a bunch of dark putty in a wrongfully cut board at the trim to hide the fact he cut it wrong and all the putty came out first time time vacuuming (photos are from the 3rd visit from this company and what I was left with) and no response from them to my emails read more

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Do not hire them. Sales sold us a full installation including sub flooring, but two times installers have come out and said they can't do it. So sales lies. It's now the THIRD DAY over 2 months the floors were supposed to be installed. One time they were a no show. Seriously, go with someone else, sales and customer service and the installers apparently don't talk to one another. read more

I would leave no stars if I could I sent pictures to the installation manager of how messed up and half assed they did the installation on my carpet and laminated flooring and they sent the same people that fucked it up in the first place. I asked for someone who spoke English so I could communicate with so that i could get it fixed and they told me they should've had someone there that could talk to but they didn't. Thank god for my buddies who actually know how to get a fucking job done. DO NOT GO WITH THIS COMPANY THEY SUCK!!!!!!!! read more

We hired this company to install wooden flooring and carpet, and although we received a quote for what we wanted, the installation crew that arrived didn't speak English. We had to rely on Google Translate to communicate, which was frustrating. They left broken doors behind and failed to install flooring in one entire room. I will never use this company again, nor will I engage with the sales person, Elias, who I found to be deceitful. This experience has been entirely unacceptable. read more

If I could give this company zero stars I would, but I can't, so I give it a 1. They promised flooring done in December. Rescheduled because they didn't have a tech on the 26th. We understood because it was odd to schedule an install the day after Christmas anyway. They reschedule for January 18th, then a few days before that date, they called to reschedule on the 24th, then just 8 days before this install date, they called to reschedule... YET AGAIN. Only this time they told us they scheduled us for the 29th but we did not agree to that date. So when we called to tell them we cannot do the 29th, as specified previously, they didn't have anything until the 21st of February. How absolutely insane of a business to continually reschedule flooring 2 months past its "promised by" date, but then to also send the credit card we financed with them in the mail AND CHARGE IT ALREADY. For flooring we don't even have, from a company who can't seem to schedule anything. Trying to call and cancel everything was another hassle itself. They continued to try to reschedule our date after saying multiple times we want to cancel their services. We no longer want to work with them, but they don't seem to understand those words. After about 45 minutes of back and forth with these fools, we FINALLY, got our appointment cancelled. And we still have to wait a week to make sure the charge on the card they prematurely sent us, is actually cancelled. Since they seem to be so great at cancelling things, I would hope this won't take as long as trying to get an install from them. I will never recommend empire flooring to anyone ever after this experience. This is a horrible way to run their business and I'm not sure how they are even still in business. I am absolutely astonished at the lack of professionalism from this company. If it was up to me, I'd put them out of business for good, that's how horrible my experience was with them. Don't ever use empire flooring. read more

I am writing today to complain of the poor service I received from Empire Today Flooring starting on August 28th. When I arrived after the install it was noted that the floor was not level and it was very noticeable with the naked eye. The company assured me they were sending skilled flooring specialist, how could they not see such imperfection. I called the next morning and was told they would send someone out to correct the issue. When they arrived a week later they removed the floor and took most of my day, however when done the floor was still unlevel. They informed me they would need to come back and bring the correct materials. I am unsure why they did not have the materials to begin with as we had already discussed what the issue was. When the next set of guys came (they sent a different crew the 3rd time around) a week or so later, they too did not have the correct material either. That day no work took place, another day wasted. We had to schedule yet another appointment. The final appointment now scheduled for 2 weeks later has now taken place. The floor appears now to have "hump" leading to the foyer. At this point I am going to have to either deal with it or get another company to correct this issue. This has not been a great experience. I really do love the look of the floor, just wish it was leveled correctly throughout. read more

Very poor customer service once you are past your 1 year warrant. I was rushed off the phone my first chance to speak with someone and then yelled at and spoken over the second chance. Now I'm just being ignore. I can't get an email or a call back for over a month. The Cleveland, OH hub is who services my area. read more

Do not waste your money! Empire ruined my baseboards in my ENTIRE house. After filing a claim they made me do the work to get 3 estimates for repairs. They avoided emails and phone calls for months. After all was said and done they credited my account 10% and told me it was my fault for not removing my baseboards. No one ever told me to do so. All of the repair guys that came for estimates told me that this company was trash and I shouldn't have gone with them. Lesson learned. Go elsewhere! read more

I absolutely would not recommend anyone use Empire for their flooring projects. We got a hard sell in our home, and then the installation really left something to be desired. The crew who did the install was very nice and everything seemed great at first, but within days of installation the floors started weeping white goop. They also laid the flooring incorrectly in both bathrooms and it has caused multiple plumbing issues, some of which cannot be fixed without ripping out the flooring again. We completely regret giving our money to Empire and would warn anyone shopping for new floors to hire someone else or do it yourself. It will almost certainly be cheaper and better done. read more

Empire Today - Seepage coming from under our newly installed floors - Carpet Installation Near Me

They claim to have an installation warranty. Getting them out to fix any problems is impossible. We had floors installed Nov 2021. The issues you see in the pictures started in January. Now we are in May, and we are still waiting for someone to come and correct their issues. My wife traded a few emails and pictures with them. They kept telling her they ae trying to find an opening. Well, it wasn't that hard to schedule the installation when we paid $10k. They were able to come the next week. The pictures show what the issues are. They are very visible and make so we can't enjoy the floors we paid for. Multiple spots where spacing between the planks have shown and they keep growing wider. Planks that are bowing at the seams so the floors are not smooth. The quarter round installation is a joke. Some ends they used a marker (not the same color) to try to blend with the color and other ends they left bare showing white ends. Under one of my cabinets, they took out the kick board to install the trim leaving the wood exposed with glue spots. In 2 places there is still the stickers left on the trim that we can't get off. I am at a point where I want to get an estimate to replace these floors and charge Empire. They have not lived up to their end of the agreement or made any attempt to correct it. If you are thinking about having your floors replaced, I would stay away from Empire. They don't care about you after they get their money. That is very clear! read more

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Empire Today sent their rep out TJ, and ended up selling me $65,000.00 worth of flooring. The original floor that I was sold on ended up being "out of stock" so I settled for something else... TJ told me it would be 2-3 days of installation. Well, turns out we are on day day 12, they told me it will be AT LEAST another 5 days before they can finish because they ran out of stock of the 2nd option. They also ended up charging me another $20,000.00 and the floor is not finished. DO NOT WASTE YOUR TIME WITH EMPIRE TODAY! The entire crew speaks Portuguese too, so it has been a challenge communicating. Definitely DO NOT recommend! read more

I do NOT recommend this company. Had carpet and vinyl installed in my home because I loved the product. Carpet crew came on a Sat., didn't tack down the carpet due to vinyl install on the following Tues. Vinyl installer had no idea this needed done and didnt have the supplies or tools. So my carpet was left unsecured for 2 weeks while we waited and called. When they finally called to schedule me, I let the manager I spoke to know that I wanted gold tack, not silver ( she didn't ask, but I made sure to tell her) came home today and it's finally tacked down...with SILVER. All this, and the payment confusion I experienced ( ended up owing more after I was paid in full and they wouldn't finish the work until I paid $168 more than what I thought I owed!!) I give you fair warning, you will regret it if you do business with this company! read more

Our church contracted with Empire Today to install laminate flooring on preschool classrooms , hallways and 2 officesl with a September 1 2023 completion date. The first crew arrived and did a great job but ran out of material and could not complete. The next crew that showed up still did not have the needed materials to complete and were no very customer oriented. 2 weeks ago yet another crew showed up to make some repairs and finish some trim, guess what they didn't have the right material to complete. Also the hallway was to have wood trim and they installed vinyl. So it is now 6 months later and still not complete nor is there a resolution on the wood baseboard issue. Very displeased, do not use this company? read more

The vinyl plank floors I bought were never installed right. 1.) Within a few weeks the planks would start drifting apart leaving big cracks between planks. How are these floors supposed to be "life proof" with cracks so big you can fit at least 4 coins in it. I'm pretty sure my wife already spilled wine down in there. 2.) As for the moulding, the installers just ripped out the moulding and handed me a couple sticks of quarter-round and told me that it's now my problem. 3.) The quarter-round that the installers did put in, well they just installed that on top of the moulding. Looks terrible. I have had to call customer service to come back and fix these floors at least 3 times already and I fully expect they will be out a lot more to fix these disappointing floors. How can this business get away with coming into my house and leave it looking worse than before? And I'm paying them! The warranty is the only redeeming quality ... totally expect to be putting them to work every week till I'm happy. read more

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total scam artists broken flooring nails in carpet sticking up. Charged interest after being told there wouldn't be any.

I am having the worst time getting someone at Empire to call me and resolve my installation issues. I have called many times over the last two weeks and no one from any department answers the phones in the Cleveland office. I have asked for a call back and no one ever does. I am emailing with someone but she's not interested in resolving my issues. She wants to give me a quote to come out and make changes. I ask in my emails for her to call me. She ignores me and takes several business days to email me back. It's been two weeks and I can't get any help. I call the 800 number and get customer service and all I'm told is they will put in a ticket and someone will call me in 24 hours. Still has not happened. At this point I'm ready to contact the BBB. read more

10000/10 don't recommend. promised and promises and they don't happen. the sales rep tells you one thing then the contract you signed says another and they don't go over it with you or let you read it. they tell you just to sign it. a sales rep told me they also charge you based on your house and your things. read more

It has been about a month since I had a job done that isn't finished, and installed incorrectly. I cannot get a response back from the Cleveland management nor a direct call. I have asked to speak with Corey Clark's manager but still... nothing. The job isn't even complete. read more

Just awful workmanship. Tried several times to get them to get it right . They did dishonest work. Not moving washer and dryer to do the grout. Left carpet fraying in door entry. Spent over 12 thousand dollars for really terrible work. The carpet guys didn't speak English at all. No communication available. Do yourself a favor ,find someone who actually does their work. They just hire sub contractors off the street with poor craftsmanship. They have no idea how to install the tile with grout. Had to end up fixing all the problems on our own. The manager gave me a hard time also when I left a negative review. Great customer service.NOT! Went to corporate on the web they did absolutely nothing. read more

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Empire floors sent a crew of three extremely knowledgeable people head crew member Edwin Perez found the leak that a professional plumber could not find my floors are so beautiful I'm in love with my home again I would highly recommend Empire floor to anyone looking for new floors Thank you Edwin, Eric and Mikey you guy are the best read more

Thank empire for great carpet experience and a special shout-out to mr dentist thank you for your help. Ms tanner

This has been the most horrible experience of using a nationally known company in my life. They did not finish the job. I have exposed nails on my steps and carpet not nailed down. Called to make sure they were coming back after two days and was hung up on by customer service. Second time was told General Manager, Jacob, would call me. Never received a call. Contacting Attorney and news media to help resolve. read more

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Absolutely the WORST business I have EVER dealt with. They come to your home for an in-home estimate and will not leave until you commit to something. They take your money and then you never see your carpet. They have rescheduled now TWICE with us. Both time waiting until the day of the install to tell us "bad news, your carpet didn't come on the truck today". I waited for them for 6 hours, took the day off and THATS what they tell me?? Reschedule for a THIRD time?! NO WAY. Not to mention the room we bought carpet for cost us $4000- that's their "deal". I should have known. NEVER EVER AGAIN. Want my money back immediately and going elsewhere. read more

Had someone come out and give us a quote... She was delightful and well informed. After making our decision to go ahead we were told that Empire does not accept equity line payments. How ridiculous is that... Needless to say the young lady who was so wonderful did not get the sale. As far as we are concerned Empire Today sucks. Anyone doing remodeling and wanting to use their equity line and then not have equity line payments accepted by the vendor they're seeking does not belong in business. read more

Don't waste your money on this company. Their installers carved up my 6 inch custom baseboards and when I complained, I was ignored. I thought I would shop for a lower price and now I am hugely dissappointed. Customer service is non-existant. Shameful. Shop with a local flooring company then if there is a proplem you can put a face to it. This company sucks. read more

empire is easily the worst business I've ever dealt with. they canceled on us the day of installation, when they showed up the next day they didn't have enough carpet to finish the job. after rescheduling, they were able to come a week later, but showed up two hours late with zero communication. after they finished the installation, our doors will not open all the way. after talking with management, they refuse to make the situation right. worst company I've ever worked with. unprofessional and unacceptable. read more

I could not be more disappointed with my floor install by Empire... The sales rep who came to give me a quote was unknowledgeable and seemed annoyed to be there. The actual install was done professionally and quickly. But the Luxury Vinyl Plank Flooring product I had installed was less than desirable quality, despite the very high price tag... Honestly, after watching them work, I regret not buying a higher quality product for less cost from Lowes and just doing it myself. Additionally, the carpet areas I had them install, Empire sub-contracted it out to another company I could have directly hired for half the price. Empire is way too expensive and their product options are poor quality. So do yourself a favor and find a local small business to install your flooring. read more

Overpriced compared to everyone else. Very pushy, high-pressure sales. "Shop at home" just means that it's harder to get away. Nice that they can install quickly, but you'll end up paying more than twice as much, even for their "low-end" carpet. read more

Installers brought the wrong product. No one will call me back about my floors. They take your down payment and vanish. Do NOT recommend. I have been promised a call back 5 times. Nothing. Radio silence from them. Beware of them stealing your money. read more

My parents ordered carpeting for basically our entire home from Empire. They were supposed to install half of it yesterday and the other half later in the week. The team finally arrived yesterday hours late with barely any communication and no apology. My dad had removed all the old carpeting beforehand to make it easier for them. He took the entire day off of work just to make sure this went smoothly. They asked why some furniture was still in the room. My dad was confused as to why they would ask this and replied that the salesman with whom he signed the contract agreed that the installers would help him move some of the last remaining pieces of out of the family room. They replied with, "Oh... uh... he just says that. We don't lift, man." One of the installers then proceeded to get in a fight over the phone with the salesman. Right in front of us. The entire spectacle had to be the most bizarrely unprofessional event I've ever witnessed. They then abruptly left in anger and said they'd be back at 7:00am this morning. They never showed up. We never heard from them again. read more

I was looking to purchase new carpeting for 3 bedrooms and a hallway for a rental property along with honeycomb cellular shades. I mistaking bit on their $99/room after buying first room at full price ad. I felt their ad was a very misleading. Better read the fine print. Does not include installation and padding, which I fell are highly marked up. Their supposedly special sale and price was no better than much smaller local carpet stores that quoted me with a better quality product (higher carpet weight). Also Empire quoted me $2100 for the 7 cellular window shades. I was able to purchases on line from another place for $380 for the same thing. Their ad stated blinds were 75% off. Hate to see what non-sale cost was. Walked away very disappointed with Empire. They wasted my time and felt like they were ripping me off. Shop around and buy from your local smaller carpet retailers. read more