Worst experience ever! The sales person was great! Unfortunately, the installation experience was a disaster. The installers came in and collected full payment up front. They even did an electronic debit from our bank account before starting work. They pulled 75% of the carpet on the second floor and all the old laminate on the first floor. Then they said the floors were not level enough for them to install the laminate on either floor. We cancelled the order and had another flooring company come in who did a great job with no problem with the sub flooring. It took over four weeks and multiple calls to get our money back. Would not recommend Empire to anyone. By the way Empire does not allow reviews on their website except through email with satisfied customers. read more

UPATE: Empire sent out a top-notch crew who redid the entire job properly, and gave us a deal for all we had to endure. Thank you, Empire Today, for making it right for us. I hope the former crew is never allowed to step foot on another job ever again. Despite the negative reviews, we chose Empire to replace our carpet and tile downstairs. Our salesman (who was here for 6 hours for an estimate) gave us great options, and we chose laminate due to its durability and porcelain tile for our laundry room. We were then told that our install would begin this past Wednesday, and also continue into Thursday and Friday, possibly into Saturday. Fine. We knew that tearing up the tile would be time-consuming, and we wanted the the job done right, no shoddy rush job. My husband used vacation days Wednesday through Friday to make sure he was home during the process, as I have no time off that I can take. The salesman told us to be prepared for a little dust. A LITTLE was a flipping understatement!!! As newbies to this process, we should have been warned to buy multiple tarps and to remove anything we didn't want dust on. There was dust INSIDE our cabinets, dishwasher, pantry, oven, etc. We've spent countless hours cleaning up the dust from our walls, cabinets, etc. That's not even the worst part. Our install was supposed to begin this past Wednesday. No one called or showed all day. My husband had to call Empire to find out that our installers got held up at another job, and wouldn't be out that day. So on Thursday the installers came out and tore up the tile and laid the laminate as much as they could because the base for the laminate from the torn up tile had to dry completely. Fine. Friday they came out to finish the job, but couldn't finish our stairs because they didn't have the proper adhesive available, and the salesman hadn't ordered what they needed. They said they'd be back Saturday morning between 8-10 am to finish the stairs. Fine. (I must mention that on Friday the porcelain tile installers also laid the tile in our laundry room, and as of today, grout is already coming up, and it looks crappy.) Now this is the best part! Today, the day our stairs were to be completed, the hours go by with no courtesy calls or installers letting us know they wouldn't be here. Again, my husband had to call THEM to find out what was going on. He was told that our installers were at another job and wouldn't make it to finish up our stairs! We were furious. They said they'd be out Monday! Now how in the world is my husband supposed to miss ANOTHER day of work???? That's ridiculous and asking too much of someone. One of the CSRs initially got a hold of the installers, and we were told that the crew needed to go to the warehouse to get what they needed and they would be here by early afternoon. Forward to 3:30pm. No courtesy calls to let us know what was going on. AGAIN my husband had to call Empire to get answers. He was then told that no installers were answering their phones. So here we are with bare stairs, exposed nails, and no one from Empire really cares because it seems their installers have so many jobs that they can't finish what they start. They're too busy running between jobs. Our salesman told us that Empire installs 3000 floors per week. Maybe Empire should be more concerned with quality control and customer service rather than volume just to make money. I have never dealt with a company that has such poor customer service. Every other company I deal with gives me courtesy calls when the appointment is held up. I don't have to chase them because they care enough to take the time to keep me informed. This is the proper and professional way to run a business. I am very disappointed with this experience. read more

We had used Empire 5 years or so back and it was a painless experience; started and finished on time, cleaned up spotlessly, etc. Assuming we'd get the same service again, we hired them to put wood laminate flooring in two more rooms. We put half down, the installation crew arrived on schedule and worked all day. They came back the following day (without their "interpreter"), demanded the remainder of the total cost, and left with a bunch of stuff uncompleted. This was on a Thursday. One of the crew, as far as could be understood, said we would be called the following Monday to arrange to finish the job. So far (it's the following Thursday afternoon) we haven't heard from anyone. I got an email from someone claiming to be in customer service. I complained to her about the unfinished job. She asked for photo documentation. I sent it. She emailed me back thanking me and volunteering that she would forward the pix to the installation crew. This was three days ago. Since then I have called and emailed several time, leaving messages asking what's going on. Not a peep out of anyone at Empire. Some customer service!!!! Unlike our previous dealings with Empire, this was totally unacceptable. I am in the process of determining what my next step will be. I can't recommend Empire to anyone for anything. read more

The sales person was extremely helpful and so in top of what we were looking for just before the Sale.. But once the sales order went out and work was finished and there were things UNFINISHED and he was no where to be found. I choose to do laminate flooring on the second floor and carpet on the staircases (Perfect so he said and recommended it) Those are two different materials as far as anyone in the universe knows!! Right? Guess what??? the laminate floor installers as well as the carpet installers who happened to be third party installers had no idea what was being done anywhere..so therefore they had NO clue who was going to handle the transition between the laminate floor and the carpet...AGAIN the sales person was no where to be found ever got in contact again to see the finished product. Bottom line the transition was never done. I had to finished it myself. Would I recommend EMPIRE TODAY?? NOT in my lifetime nor the future one sad to say! read more

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I am considering flooring and found that these guys gave me the highest quote for 800 s.f. of $9000. Yes, they brought samples, but tiny little things that didn't have specs or prices on them like the local stores did. They also contract all the installation which didn't inspire confidence in me. Plus, their laminate which they *claim* is best quality is 8mm and comes in 4" width - nothing on paper. Also, no ratings for wear were given - so apparently they expect you to rely soly on their reputation. They also wrote up an estimate - no specifics by the way - and took it with them when they left, in a bad mood it seems. Seems a little too glib to me. read more

Just had the worst experience during an in-home estimate. Salesman was rude once we told him that we wanted to just get the estimate and shop around, after quoting us over $3k for laminate on 300sq ft room. Then claims this was a special deal after originally quoting over $4k for the same deal, which he said was a mark down from the MSRP of $6k...I mean really, what kind of a scam is that...what a rip off. Then to be rude and make snarky comments as he left. Will never use Empire. read more

ok, so the carpet install went great. The Vinyl Plank flooring is where it all fell apart. The installers laid the flooring but not the transition moldings, said they did not have the correct color with them unless we wanted white. REALLY, the floor is brown and the tile is Taupe. Not sure of the design esthetiques of their house but it sure wasn't going to happen in mine. A week later after many calls I was told they would have to Fed-ex the proper color in and the installers would be back. Well, that did happen except they showed up with trim molding that was 10 shades darker than the flooring making it look like a black strip on the floor. For the fireplace surround they tried to use what looked like crown molding instead of cordaround. This too was the wrong color, in fact it didn't even match the other transition molding. Totally different color. Finally almost 2 weeks later I went to Floor & Décor and showed them what they had installed and they just laughed and couldn't believe their eyes. Not only was it the wrong color but it was made of the wrong material. After purchasing all the correct moldings from Floor & Décor for $200 I went home and called Empire that I now had the correct pieces/parts and to get an installer out to finish the job. 3 phone calls later and 3 different reference numbers I still haven't heard from anyone as to a resolve. tick-tock, tick- tock. Not really sure of what else to do at this point other than have another installer finish the job and charge back my credit card for an incomplete job from Empire..... read more

Great experience with Empire, I scheduled an appointment on the computer they came next day with a flooring show room in his car. Salesman took his measurements and gave me a price on the carpet I wanted right away. Best priced carpet around. Best yet installation was next day. Install crew called me giving me a warning prior to arrival. The guys were fast efficient and the room looks great. Included in their price was material, install, removal and haul away of the old carpet, and move furniture. I will use empire again read more

We recently had a quote done, it came in thousands higher than other quotes. The consultant brought in sample boards of like 6 hardwood and 6 carpet samples.... none in the colors we were looking for. When I asked what brand, I was told it was specifically made for Empire, so basically a generic off brand is what they are pushing. We were told that for 25.00 they could "hold" the quote, but would price match, so that made zero sense. The last three days while working I received no less than 16 phone calls from a number I did not know. I called it back, yep Empire wanting to know if I was interested. Upon telling them their quote was too high, especially for a generic no brand product they offered to negotiate. No thanks, you should have offered me a good deal to start. Buying flooring should not involve haggling like buying a used car. read more

VERY disappointed. We purchased Porcelain flooring that has the look of wood. The product itself is beautiful. The contractors that came out to put in our floor were VERY, VERY messy. Grout residue and dust everywhere! We had to have them replace several tiles that were raised/not flush with the other tiles. When the tiles were replaced, the contractor used the wrong tiles (didn't match our tiles). Those tiles had to be removed AGAIN. After checking out the replacement work, we noticed that they did not replace all of the tiles that we asked them too. Now the contractor has refused to take our phone calls. We were never asked to sign any paper work stating the work is finished. Actually, we continue to ask for a receipt from the initial sale to no avail. We now have weeks of cleaning and re-cleaning to do in order for our floors to be anywhere near ready to walk on. Did I mention...SO MUCH GROUT DUST/RESIDUE. I have used Empire in the past while living in Delaware. I was very pleased. This experience so far....notsomuch read more

WOW! I'm thrilled! that's for sure!! I was very worried because of the many negative reviews i read when looking into flooring for my home. My daughter kept telling me to try Empire because she has a close friend who was very satisfied with Empire for her flooring. I decided to call. The salesman, Bob Preis came out, and he spent at least 3 hours with us, suggesting and advising on the floor we might be interested in. He showed us samples, and we finally decided on this beautiful wood look tile for the entire house, except the bedrooms. He gave us a great price! He even gave us the old floor removal and disposal for so CHEAP it was worth it for them to do it! The installer named Christian came and did the work almost by himself. He had a helper come once or twice, but basically he did it himself. He did not rush, and he made great suggestions. He even called Empire about getting us free wood trim because he said he didn't think the grout would look good without a trim in the rooms that separated where we didn't want tile. Christian is a great installer. He worked very hard. He was professional and knowlegeable, and caring. I would not hesitate to call Empire again for my floors!! I am amazed at how beautiful the floors look now. I couldn't be happier, and i am glad my daughter suggested i call Empire! Thanks so much EMPIRE TODAY!!!! Gina and Jay Rockledge FL read more

Great customer service, great prices for great carpet quality, fast and clean installation.

It's a good thing they give free estimates because I would've been outraged to pay for those guys to waste my time giving me their "sale price"! They are RIDICULOUSLY over priced. I even had a printed estimate from Lowes and they refused to match the price like their advertisements so falsely say they will. No wonder they pay so much for advertisement. WAY OVER PRICED!! Check Home Depot or Lowes, you'll be much better off. read more

I wouldn't recommend this company. They use deceptive advertisements to lure potential customers. I was highly disappointed by the quote that I received by the representative that came on site yesterday. read more

I am very unhappy with the whole mess, they send out installers who do not do a good job, they did not get the water line tight in the bathroom, and it leaked all over the floor, I had transition strips come up, also there were some flaws in the planks, it took 3 weeks to get anybody out there to look at it, then they tell me I have to pay more money to fix their installers screw up's, it took 4 phone calls 1 e-mail and messages on twitter, just to get hold of anybody...BUYER BEWARE !!! read more

Cracked tiles. Nails coming through carpet. Discolored grout. Their "Strong as cement luxury laminate" not s'much. One repair person they sent out actually poured his remaining grout next to my compressor outside...RIGHT ON THE HOSE. Of course it dried that way. Paid someone to come out and remove. Empire reimbursed. Their "luxury vinyl" is not so much either. They convinced me to purchase this rather than ceramic only to find out it would crack and dent without even dropping anything on it. So that was a waste of time and dealing with their warranty department has been A dead end . WILL NEVER USE THEM AGAIN... read more

Sneaky, dishonest salesperson and company. When I got the quote for my carpet I was surprised as it was almost twice what I was expecting, I was very unsure but the sales person told me to book an appointment if there was any question and I could always get my deposit back later. I opted to get my carpets professionally cleaned instead as it was about 10% of the cost of new carpet. When I called Empire to cancel they informed me that my deposit was nonrefundable after three days which was the opposite of what was explained to me at the appointment, furthermore the sales person told me that if I wanted to cancel I could just text him and when I did he told me I had to call a 1-800 number that couldn't do anything about his dishonesty. Furthermore, I was shocked when the people who cleaned my carpets gave me a square footage estimate that was a 300 ft.² less than one empire gave me, the woman on the phone said that it was a waste factor and they actually charge you for carpet that they don't use, this was also not explains to me in the appointment. I'm waiting on a call from corporate but I would highly recommend skipping this company as they are dishonest and shady salespeople . read more

RED ALERT!!!!! STAY AWAY!!!! Empire Today!! Nightmare Tomorrow!!!! Never have i battled so long to get a wrongful/ pathetic installation attempt to be sorted out and then to be billed double for their mistake and still no end. Its been nearly a year since the incident in April 2017 and now i'm being threatened by the company for non payment...they make the mistakes an you as the customer pay for it....Be very careful and don't get your fingers burnt! After numerous phone calls and emails, you get passed from one manager to another who does not know what you're talking about if your not being placed on hold and or hung up. After 6 months a manager came to my property and then waited another -3 months of attempts to get hold of him i was randomly being demanded for payment despite that he admitted that it was a botch job... then another 3 months of followup calls and a new set of demand letters...enough already, you removed the carpet off my premises that you installed, what am i supposed to be paying for?????Empire Today!! Nightmare Tomorrow!!!! read more

Do not use ....Richard the sales person promised the moon and the sky I made an appointment to replace my carpet 2 weeks in advance ....they asked me to move my furniture and be available basically all day for the install.... they canceled on me the morning of the install......in the meantime I lost days of work and paid people to move my furniture that cost me more than the carpet overall. Of course they apologized and told me they will come next day first thing in the morning. Next day they failed again ....they told me they will come @ 5pm....when I asked for my money back they told me no because they have the right to keep rescheduling.....crazy....they still charged me 25% of the job even though only thing they did was NOTHING....wasted my time resources and produced a bunch of logistical issues for me. I would NOT recommend them to anyone. I am still fighting to get my 25% back and I will make sure to alert others out there. DO NOT use them. read more

This review is for Empire Today in Orlando. I live in Volusia County, Florida. I don't know why it says San Francisco. If I could rate this company a zero, I would. This company must be a fraud or something. My 94 year old mother ordered carpet from them and in the contract they offer a three day right to cancel. We certainly did not think that we needed to cancel this order. Looking back it is quite clever of them to schedule the installation beyond the three days and never show up on the promised date or even call to advise of an issue. We kept calling and they just kept pushing the time back 11:00AM- 1:00PM, 3:00PM, 4:00-6:00PM until they said they don't show up after 6:00PM so I guess we would have to reschedule....yeah- reschedule on May 10th.......almost a month out is what they offered. We could not accept that as we selected them as they were able to meet our need of having the carpet in and completed before May. So they say..."Sorry." That doesn't work. We can't have the job done now. "Ok we can cancel but we keep your full deposit as a restocking fee." So they want to charge a 94 year old woman almost $500.00 for a job they didn't do. We are working into getting my mothers money back and have reported this company to the Florida Attorney general but I warn you....keep clear of them- they are a rip off. read more

Great experience with the salesman. Love the floor. The lamanate installers were shady . We also had carpets put in . The carpet installers were excellent. Aside from the laminate installers ,who tried to save a step and talk me into keeping the old padding on the floor instead of installing the new upgraded padding we paid extra for ,by telling me it was better. They tried to pull a fast one because I was a woman there by myself . I called there bluff and said I need to call my husband, than they said its ok we will change it . Overall Empire s prices and service was excellent. I would definitely use them again. Aside from that one situation , I would have given them 5 stars .The overall experience was excellent. They called during the process to make sure all was good. They called after to make sure we were Happy . read more

Contracted Empire today to come out and replace carpet in a rental. Told the sales person that the carpet had to be installed by end of month was told that it would be done on the 2nd. No show, no call. customer service told me that I would have to wait until the 8th. I explained that I was going to have to pay a penalty and that I was promised service on the 2nd and the only reason that I went with their company was because of the availability. Dennis the manager didn't seem to care. My favorite answer was I can't turn back the hands of time. We had 2 other jobs in your area and they both cancelled so too bad. I don't know about the quality of the work only the level of customer service. FYI they took a 60% down payment. read more

We have lived in my home for 21 years. We had the original carpet and replaced twice. This is the third replacement. I had carpeting installed in January 2018. I noticed at the end of June, the carpeting was fraying up at one end and the nails (where the tile meets the carpeting) were cutting into our feet. Another bedroom has this same issue just starting (not as severe). Called Empire and the installer came out to inspect. He said he did not install this room ("so I don't know") but the other two and proceeded to blame my cat. I have always had 2 cats and 2 dogs and never had this issue! This was a few weeks ago. I keep calling and supposedly there is a report to come but they read the installer's notes where he wrote it is the pets. I am asking for a manager who never gets back to me (called last week and was told I would get a call back). They called yesterday and I called back thinking it was regarding this issue. I was told they were offering me incentives and promotions for flooring! I could not believe it! Never will I buy from them again! I just called today and am told they are all in a meeting and will call by the end of the day. We will see! I am a very dissatisfied customer and will never recommend Empire Today to anyone! I am reporting this to the BBB and sharing my opinion on social media, Yelp, etc. I give them no stars but had to put 1 in to post. read more

Installation went fine. They sent 3 guys to do 2 bedroom house. They completed job in 1 day except for the cleaning which left dust everywhere. They ruashed to complete job & overlooked the cleanup. They pulled carpet up & installed LV planks.The floor looks great after almost 3 months. I'm satisfied. read more

Absolutely horrible. Very polite to suck you in and then nothing happens. Total run around. Four different dates for installation with confirming phone calls and confirming emails and still nothing. All furniture removed, we relocated since there is no furniture. The installer called and said he is on his way. Two hours later he had not arrived. I called to find out where he is and he said he is not coming as he is also having a problem with Empire and I should contact them directly. After I sternly voiced my complaint they will have someone call me in 3-5 days. I saw that they had an A+ rating with the BBB but guess they don't update either. I should have come to Yelp first. Thank you to everyone that posts here. read more

At the end of the day, Empire did a fairly OK job. I had them install hardwood on my stairs which were previously carpeted. The installers were very good, they did re-do a portion that we found unacceptable. But there were a couple of other things that a top notch installer would not have done and we had to just accept. They told us, you didn't tell us that was what you wanted. That you want top quality work needs to be said, apparently. read more

We love the looks and quality of the hard wood floor sold and installed by Empire Today. We were also very impressed with the punctuality, skills, and demeanor of he installers and the Empire employee that showed us the flooring samples, helped us decide, and got us discounts that made this purchase a pleasure. Keep up the good work! read more

Empire today in Florida is a joke. They are priced way too high and the installers walked in to tell me what they are not doing. It was so bad, I cancelled my installation. This is the worst flooring company in the state. Do not hire this company, look elsewhere, otherwise you'll pay more and you have an 85% chance of being disappointed. Good Luck! read more

This is the worst company I have ever dealt with. They are so big that the right hand doesn't know what the left is doing. Where do I even begin. First the person coming out to give us a quote was over 2 hours late. After the quote I changed my order and it was never put in the computer correctly and I asked for a new copy and never received one even though he told me he would email me one. Next, we had our date scheduled and you have to be home for them to install. So, I took off of work and they didn't call me until almost lunch time to tell me they didn't have my product in stock so they wouldn't be coming. I was told they would be there second day. Took off of work again and installer shows up to do part of the job but, wanted full payment. I said I would pay for the job he was completing, he couldn't do that so he left. Finally the third day off of work someone came and completed one of the rooms. Had to wait until the following week to get rest of supplies to complete the job. Now next week needed to take two more days off of work to complete rest of the rooms. Installers worked 12 to 16 these two days to complete the job because they don't get paid by the hour but by the job.Did a pretty good job but things we had to finish and clean up. Installer got glue on our carpet (which doesn't come out) and waiting for the company to call me back on how they are going to take care of this problem. So I had to take a total of 4 days off of work because they weren't prepared for the job when they said it would be done. Never again!!!!! read more

Empire left my floors all un-leveled and refuses to come back and fix it. Now that I've paid for it they refuse to answer any calls. Avoid them at all costs! read more

This chain sells their A BBB rating as proof of their excellent customer service, but their Orlando office is the worst company I've ever had the displeasure of dealing with. A 4 hour install for 3 rooms turned into a 2 day nightmare, only to find that the carpet was installed incorrectly! We have separating seams and it is impossible to get a quality crew out to repair this mess. They have not shown up to 2 installation appointments, cancelled one less than 12 hours before their arrival time because their schedule was too full, and have installers that lied about completing our job. In my opinion no one should use this company. read more

So, when I decided to redo the floor in my home office, I was expecting it would take weeks before I could actually get it done. I scheduled an appointment online at 10 pm on a Sunday night. I had a phone call the next morning at 9:30 am to let me know a rep would be at my house by 11. Empire sent their sales rep (Jennifer Walsh) out to look at the space and give me a quote. She was fantastic - gave great recommendations and told me they could do the installation THE NEXT DAY. Sure enough, the next day I received a phone call from Rachel with the installation team, going over everything that would be done, and what I needed to know. They arrived at my home at 10:30 am and had the job done by 7 pm. Less than 48 hours from initial contact to completed job and they did wonderful work. In fairness, this was a 300 sq. ft. room, so I'm sure it might have taken more time had it been a larger space, but I was very impressed with the professionalism from start to finish. read more

We used them two years ago to tile the first floor of our home. They did a great job up to a point. This year we had some work done on the second floor, we had vinyl flooring put in. We also wanted the stairs done but having it done in wood was outrageously expensive. They had a "deal" to do the stairs in carpet so we decided to go with that. Here comes the problem. At the bottom of the stairs is a huge gap from where the tile the year before was not done correctly but we didn't know because the previous carpet we had was thicker. Also, the transitions upstairs from the vinyl flooring into the rooms that remain carpeted are "squishy". After one "repair" (to the upper floor transitions) they stopped returning my calls to have the bottom of the stairs made to look decent. read more

The best words to describe our experience with Empire Today are "horrific" and "pathetic". A few weeks ago, we called Empire for an estimate. Although the salesman was less than desireable (came across as very disrespectful), we decided we were getting a pretty good deal financially and went ahead with scheduling an installation. Mistake #1 by us, we did not do our due diligence and comb the internet for reviews. If we had, we would have known right away to NOT do any business with the local Empire crew. Anyhow, the night before the scheduled installation (several days after signing the agreement -- definitely not "Today"), Empire called us to cancel and reschedule. We were given the number to the installation manager, however, as you can probably imagine, he never answered his phone. To make matters worse, his voice mailbox was full and we could not even leave a message. All we had was the saleman's number and he was about as un-helpful as possible. He clearly was agitated and did not want to deal with the mixup. After spending a couple of hours trying to figure out what was going on (calling salesman, headquarters, customer service), the only explanation we could get was to call the installer's office in the morning and they would contact him. We were extremely frustrated with the horrible customer service. After spending another couple of hours on the phone the next morning, we talked with the installation manager (finally) and we were able to reschedule with a $250 credit (the salesguy the night before tried to give us a "take it or leave it" deal of $75 off). At this point, we were OK with everything. Then comes the day of the rescheduled installation. Empire's policy is the installer will call you the morning of the installation to give you a timetable. When it got to be about 11am, we had not yet received a call. When we called customer service, they said they would look into the situation and call back. Minutes later, we received a call telling us the installer never showed up to work and we would have to cancel for the day. Imagine that -- we have already rescheduled once, and they are telling us we would have to wait another day. To say the least, now we were not OK -- working around their mishaps was not easy for us. To make matters worse, we found out we were the only ones scheduled that day who would not get carpets. As was the case before, getting a hold of the installation manager was next to impossible (which is what we were instructed to do discuss the matter). The entire day went by, we tried several of times to call, left him several messages (voice mailbox was not full this time), but we NEVER heard from him. The only thing we could do was tell customer service about the ongoing utter debacle. They were apologetic, as you can imagine, but our carpets were still sitting in a warehouse. The next day, our carpets finally got installed (about a month after we signed the agreement -- way more than "today"). We finally got a hold of the installation manager (we had to call) and he played dumb to the whole thing. After fighting us for getting another credit (he tried to act like everything was fine), he finally agreed to our demand for another 10% credit. Not done yet. Once the carpets were installed (and installers onto their next job), we noticed little nails sticking up under the carpet at each door entrance. It took us 4 days of constant calling to get the installer back out to fix the nails. The installer tried to get out of fixing the nails by telling us "Hispanics wear shoes" (installer was hispanic). First, we are not hispanics and, second, we don't wear shoes much inside the house. Sorry for the novel, just needed to let the public know of our terrifying experience. If we could give zeros stars, we would... read more

DON'T DO IT!!!!!!!!! Empire does not deserve 1 star but you cannot post without one. I should have realized that something was not right with this company when the salesperson who came to my home could not give a receipt for the purchase and deposit; and could not provide me with the cost per square yard for the carpet or the padding. The first time they came to install it was not the same padding or carpet as the samples that were provided. I refused the installation and called to cancel the order, the representative talked me into giving them another chance as everyone makes a mistake. They were supposed to do the installation today but I had not heard from them by 8:30 am this morning so I called them. We were not on the schedule for delivery. Long story short, I cancelled the order and requested the deposit refund. I was told it takes 10 business days to process Then I asked to speak to a supervisor and was told that this takes 2 -3 days to process that request. So I am calling my bank and reporting the transaction as fraud as the product that was sold me was not the same quality as what was delivered. This whole process has been a nightmare from beginning to end. read more

Once you sign the contract, there is little connection or support to make changes or get anyone to call you back. I cancelled my order and will be going with another company. read more

I was quoted and put in my deposit for carpeting in 3 bedrooms on 6/20. I was told that my carpet was special order, and would take 7-10 days to come through. At that time, I would be emailed a request for installation confirmation. Sounded great to me. On 7/1, I received the email. I called Empire to confirm for installation today, 7/5, and the woman I spoke to said all was well. She said to expect them between 8am-6pm, but that if they did not show by 10am, to call and check on it. So come today around 10am, I hadn't heard from Empire nor had they shown. So I called. After being on hold for a while, I was finally told that my installation date was never confirmed. The woman tried to blame me, actually, although I had proof that I called. After being put on hold for another 10 minutes, I was told that they could not get to marketing or installation in Orlando. I asked to speak to a supervisor or manager, and was given to Carmen (an Orlando manager?). Carmen then told me that my installation date was not confirmed because my carpet was not in yet. Yup, they NEVER ordered my carpet. Amazing. Carmen also told me she would call me back with more info and never did. I finally called back and told them I would be canceling my order and wanted my deposit back. Again, they "could not" get through to the specialists needed for this (after literally 20 minutes of being on hold). However, I was told that they would put in a "request" for cancellation. Needless to say, I have zero trust that Empire will do anything to right this wrong. I will be disputing the charge on my credit card instead of wasting more of my life on the phone with these people. So, for the sake of your sanity, I plead that you DO NOT go with Empire. Right now, I'm living in a house where THREE bedrooms are stuffed into my living room. It's ridiculous, and I'm happy to leave this review everywhere possible if it saves someone else from this nightmare. Anyway, I instead went to Home Depot, and they are happy to do the right thing for a MUCH cheaper price, with better materials. read more

We got our floors about a month ago and I am so disgusted. I don't normally post too many negative reviews, but we have been getting the runaround with this company for as long as we have had the floors. We had two segments done. Laminate throughout the house and tile in the bathroom. It took almost a month to get the crew out here to do the tile, but in the end it looks awesome. The problem is with the laminate. The crew took a four day job and turned it into a 2 1/2 week job. They were so far behind schedule that they slammed the last part of the floor in and now the strip are all rising at the seams. We understand the idea of a floating floor, but the floor is so bad that when you walk on it EVERY step is a horrible squeaking noise and pinches the bottom of your feet. The raised spots are so obvious that people have commented upon entering our house for the first time. We called Empire and asked for a different person to come out and check it and they sent the guy who did it. Of course he said there was nothing wrong, but it was our fault. We have spoken to so many reps at Empire and they just keep saying someone will call in 24 hours, but no one calls. We spent $12000+ on our new floors and they are terrible and Empire doesn't seem to give a crap. On the plus side, our salesman, Brandon, was awesome. He answered all our questions and made us believe we had made the right decision. Too bad Empire doesn't respect or stand behind their sales team. read more

I had Empire install laminate flooring sometime ago. The flooring started to warp and buckle within the first year. Now, the manufacturer has indicated that there was moisture in my home causing this to happen, at least so I was informed via telephone with no supporting documentation. Empire laid the laminate flooring right on top of the concrete foundation which I suspect is the reason that "moisture" was coming through causing the deformity of the flooring. This flooring had a 15 year warrantee but if you want that warrantee to be effective, I think it necessary to have Empire out each and every year. There is a cost of $75 which is non-refundable and is another rip-off as that was never mentioned when the flooring was purchased. I would never in my wildest dreams ever recommend Empire for any kind of flooring. I will be looking to other flooring companies to replace the laminate flooring and to swap out the carpet throughout the remainder of the house. Frank M. frank@pcpeople911.com read more

Horrible customer service, Just didn't show up to our scheduled appointment after waiting the entire day- soonest appointment was 2 weeks after.. After negotiating a small discount for being stood it's been an entire month and 5 phone calls and still no discount was applied. Just a horrible experience overall. read more