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    Empire Today

    1.6 (196 reviews)
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    plank is lifting

    Had floors installed for 3 rooms in March. Notice flaws for the floor in the bedroom. Reached out to Empire in July and they wanted us to pay another $300+ to replace the damage area. We agrued with them about warranty of the products but they would not take liability. They tried to tell us due to moisture and living in Florida. Crazy reasoning because no issue with the other floors that were installed. This is not our first time using the company BUT will never use again. Very disappointed with how this has been handled,

    Floor dipping mid plank
    Jake N.

    Beware of Empire Flooring Orlando: A Frustrating Saga of Poor Customer Service and Incompetence Let me begin by sharing that the sales rep (Stacey) was at my house within hours of my first call. She was friendly, but as I was later told by Empire's own agent, she blatantly lied to me about the products she sold me. The install turnaround was incredible - they wanted to install the next morning. I was impressed at this point. The subcontractor showed up and they were professional and worked quickly to complete my project. The installer said to get a plastic pad for my desk chair. I was bummed because I specifically asked for a floor that would hold up to a chair. I purchased a clear plastic mat, despite my disappointment. I will also add that, oddly, there was not a single board leftover after install. I didn't think at the time that this was strange but after reading multiple comments on the Better Business Bureau's website and Google reviews, it is common for these installers to hold back the materials YOU PAID FOR. I was extremely thorough with my sales rep and explained I would have an office in one of the rooms. I wanted a floor that withstand a rolling desk chair. I had a poor experience with a floor years ago that snapped underneath a dining room table and did not want to relive this experience. The difference was, I had friends install that floor and this time I went with a "professional" because I wanted to ensure this was done correctly. The floor looked great when they were done! However, within a few months, the floorboard in the office began to warp and sink in the middle of the planks underneath the chair. Keep in mind, I had asked for a floor that would hold up to this type of use. No problem, I thought, Empire has outstanding customer service and a top-notch warranty that they make sure you are very aware of with their commercials. And if you don't get that rammed down your throat on a Sunday afternoon watching TV, the sales rep makes sure you know how great their customer service and warranty is on their products. I contacted customer service because this would be fixed, no problem. On 11/15/24 I called with a warranty issue and was told I would receive a call within 3 business days. On 11/25/24 I called again because I had not heard anything. I was told I would be moved to a priority, and they personally called the person that was supposed to handle the situation (they did not answer the customer service rep's call either). I did receive a text the next day (11/26/24) from the phone number that I later determined with a Google search to be their rep, Wasseem, stating they were from Empire and needed photos of the problem. They scheduled to come on 12/6/24 with no exact times. On 12/4/24 I received an email from Empire inquiring about the issue and asking for photos. I responded within 15 minutes and did not hear anything back. I texted the number that reached out to me via text message on 12/5/24 to confirm the appointment and time frame. I heard nothing. I texted again on the morning of the scheduled appointment (12/6/24) and received no response. I called the number on the email and tried the exact extension (866-588-2329 ext. 4560). I am given the option to leave a message. When I tried to leave a message, nothing happens. When I called the number and press 2 for customer service, same issue as when I use the extension, no voicemail allowed. I called the main Empire number and selected customer service. I waited for 62-minutes and nobody answered. I began calling customer service, daily. They were unable to reach the Orlando office. I was told Waseem and Crystal were the ones I needed to speak to. I left multiple voicemails for Crystal, who apparently is the manager. I received NO CALLS BACK. After I continued to pester the customer service line daily, someone finally put me in touch with the local general manager. He walked down the hall to talk to Crystal/Wasseem who stated that they had called me and sent me emails which is a complete fabrication of the truth. I have NO MISSED CALLS, NO MESSAGES, NO EMAILS, NOTHING. He sent someone out to assess the floor the next day (12/19/24). The GM (Keith, I think it was) assured me they would work it out and they would come in the afternoon because I needed to be in the office at my job in the morning. Sure enough, the installer calls at 9:00am and says they are on their way over. Thankfully, they understood the confusion and came later in the afternoon. The person who came to assess the floor was the installer. He said, "Empire will call you next week to schedule a repair." Nobody has contacted me. Finally, I reached out on 1/6/25. After completing additional paperwork with the Better Business Bureau and continuing to pester the customer service number DAILY, I received a call on 1/14/25. I was provided with the information that I damaged the floor and would need to pay to have it fixed. The agent (Redd), who called me told me that

    Swollen and separated quarter round.
    Loli D.

    The guys who installed the vinyl flooring did a good job. The material is what I have a problem with. Home a little under 4k sq feet, $30+ less than 2 years later you would think the wear would have been much better. The quarter round is separating from the wall. It's not a new Home so it's not settling. It is swollen, peeling and cracked. Has to be replaced throughout the entire house. I wish I had a place to add pictures.

    Edges of the laminate are coming off and peeling. According to their warranty, this would be covered at the manufacturer defect
    Dawn T.

    Tried to file a warranty claim. First call on 5/11/23 Never returned my phone call cause every day for weeks finally got someone on the phone in June. Again told me they were gonna call me back. I had to call them several times to get them back on the phone. At that point, they told me I had to have a Florida inspector from their company come look at my floor. Scheduled it for July 12. Never showed up. I called that day. No one returned my car. I called the next day again no return phone call. Finally got someone on the phone Monday 7/17/23 They just give you the runaround so they don't have to move forward with the warranty claim .

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    3 months ago

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    1 year ago

    Customer service is terrible can not get anone to call you back kept tring to raise price

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    2 years ago

    Very professional and courteous, from making the appointment to the final walk through after installation.

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    Page 1 of 5

    Ask the Community - Empire Today

    Review Highlights - Empire Today

    We love our new Flooring and want the company to know this too.

    Mentioned in 2 reviews

    Read more highlights

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    From start to finish our experience with Superior was exactly that. When we went to pick out tile…read morewe didn't feel pressured to go one way or another. Everyone we dealt with throughout the entire process was professional and made us feel like we were their main priority. Installation was great and communication was stellar throughout the entire process. You can go to a big box store if you want, but Superior has my business. Would absolutely recommend them to anyone!!!

    Flooring America - Flooding

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    I had an absolutely brilliant experience once again with Flooring America and my new luxury vinyl…read morefloors look absolutely amazing! Brandon has been my point of contact for several years- he has always been extremely professional, helpful and sends me out the very best team. I also wanted to give a big shout out to his team of workers ( Victor and the guys) who were very courteous and did a wonderful job. Once again, thank you to Flooring America for making my place always look top notch! Your prices work with every budget but moreover, truly your sales team is what brings me back time and time again...

    Would you want to do business with a company that will not give you the owner's name or their…read moreinsurance provider's name? This business is very sneaky. First, the business name is Carr's Flooring, but they do business under American Flooring, but they registered the business with the state of Florida using another name. They do this to make it harder for disgruntled customers to contact the owner or file a claim against them. That is bad business practice. They also will create positive reviews to filter down the negative ones. They also encourage customers to sign satisfaction forms upon completing the job not giving you time to inspect their work. Do Not Sign Anything! They outsource their work to below-standard contractors that damage your personal belonging and walls. I regret doing business with this company. They are sneaky with bad business practices. They focus on profits and don't care about you. They are professionals at being sneaky as memorialized above. Run as fast as you can. From a scale from 1 to 5, five being the best. I will give them a an "F".

    Rnaldi Flooring - Hardwood removed to alleviate buckling due to incorrect install.

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    Update: Unfortunately, RNALDI's claim for insurance coverage was denied by their insurance due to…read more"There is no coverage for property that needs to be repaired or replaced due workmanship; therefore, there is no coverage for your claim and no payments will be made. A denial letter is forthcoming. " - FrankCrum General Agency 07/23/2025. Not because they weren't responsible for the installation, but because they are not insured for negligent workmanship. To directly address their continued claim they were misled and a rogue employee performed the install, we have on camera Ricardo Naldi (the registered owner) coming to my home to bid the job, and then himself and three other employees on the following days coming in RNALDI branded T-shirts and in an RNALDI labeled vehicle to perform the install. No one was misled; RNALDI had every opportunity to inspect the site and perform an assessment of the materials to be installed. They sold us the glue and the vapor barrier as evidence by the checks they endorsed and cashed. The result of the work speaks for itself. We relied on their alleged expertise and professionalism, as well as their assurance that their work was insured. I am not sure why either Ulysses or Ricardo continue to state here misleading information or deny responsibility for the work they themselves performed. We will now pursue other options in order to remedy this situation.

    Went to great lengths to get my job done the way I wanted…read more On Time - On Budget and a perfect finish Thanks

    Empire Today - carpetinstallation - Updated May 2026

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