Customer Service Sucks. Three years ago we spent $8000 to have Empire put in a new vinyl plank floor. Initial installation was quick and clean. A few months later some of the planks began to separate, and we contacted customer service. They did the repair at no cost to us, and we were pleased. A few months later, the floor began to separate in the same area. Once again we contacted customer service and they sent out someone to repair the floor. The repairman could not or would not tell us what was causing the problem and if there was anything that we could do to prevent it in the future. Fast forward to this past August. Once again the floor began to separate in the same area, plus another area. In August of 2022 we contacted customer service, specifically, Latasha McMillion. We made it very clear that if all warranties had expired that we'd gladly pay for the repairs. After trying for 2 months just to speak with Lataasha, and set up an appointment and only after dealing with their national office via their FaceBook page Latasha decided to communicate with us, and we scheduled a day for the repairman to do the work for $250. We rearranged our lives for that day and low and behold, the repairman never showed nor did they call to tell us that they weren't coming out. For almost two months now we've been trying to contact them to reschedule, and no one will return our calls despite assurances from their national office. Communication goes a long way, but to not even have the courtesy to return a call or contact us on the day of the scheduled repair to let us know that they weren't gong to make it is beyond bad customer service. We'll be going elsewhere to put new carpet in our bedrooms. read more

Not reliable. Terrible service. Empire Today-Seattle area. They called us the day before our installation (we removed our old carpet ourselves, and prepared the area for them the day before) and said they needed to cancel/reschedule. So we had to take our home off the market for 4 days waiting for them, with subflooring exposed. They cannot tell you when they will arrive for your installation, say they will call that morning but they just call with a recording saying "we will call you later". Run around on the phone at every call. The right arm doesn't know what the left is doing. The consultant, who initially visits, is the only part that is professional. After that it's down hill. A very nice consultant came and took measurements, we paid a deposit, and scheduled our appointment. When the installers arrived, it was drizzling, (as it does in Seattle), and they asked us where they could cut the carpet? I said, I don't have anywhere for you to cut it, this is a townhome, I was not told i needed to provide this? They said they had to reschedule because they had no where to cut the carpet. What?? I'm sorry, how long have you been in business in Seattle?? You haven't figured out how to install carpet in a town home in Seattle, but you do business here and you had no problem taking my deposit and setting up the appointment?? Terrrible communication. Boo. Bad business practices. Not sure how they are still around. read more

We were rescheduled once,2nd installation date Noone called or showed up to my 86 yr Old mothers house after I made 25 plus calls to them! Horrible customer service all I got was the run around! Except from Mike who within 5 days had gotten my mom's deposit returned!Don't believe their promises! read more

Salesman was great - when there were some installation scheduling problems, he TOOK CARE OF IT! Love the carpet - really fantastic plush pad, which I love. I'd use them again in a heartbeat. read more

Empire Today Has terrible service. They don't guarantee nor honor the coupons online. I set up appointment for service and the company rescheduled three times with no communication. Not to mention when they finally came to install the carpet wasn't nothing like the carpet they showcased when selling the product. Terrible company. The technician installing was very rude and unpleasant to be around. I kept calling the company line to speak with management and had no success with that. They kept insisting that I would get a follow up call and it's been three weeks since and no one has yet to call and respond to my request. Not only did the company finally arrive three weeks later from the first agreement I set up , they showed up and stuck a sign in my yard without permission and got angry when I asked them to remove it. I would definitely not recommend this company to anyone in the Saint Louis Missouri area. Definitely better business out there then Empire. Ps. I will probably be needing carpet in the next year or so, after paying thousands for some thin material I could have gotten out of Home Depot. Bummer hey we live and learn hopefully this help someone else not to get taking advantage and lose funds on. read more

I am very pleased with the entire process from choosing my new floors, to installation. Excellent job!!

If you want to feel like you're buying a used car, call this company. High pressure to make a deal today. Poor follow up from rep. Price match guarantee is a complete sham! Don't believe the tv ads. read more

Worst experience with a company I've ever had. Terrible customer service; shockingly bad. Save yourself a massive headache and do not use this company. read more

I was thinking about giving Empire 2 stars because the job was well done at the end of this project, however, it was subcontracted out so they don't get credit for even that. Let's Tarantino this. My fiancée got a Groupon (as I'm sure many did here giving poor reviews) for replacing our floors. We get a quote, all looks great. The sales guy even threw in an extra discount (of course he did). So the day comes where the subcontractor shows up to do the work. He checks everything out, does a walkthrough, and immediately looks upset. He tells me that Empire didn't give him enough material to do both jobs. "That's great," I respond sarcastically. The sub tells me that he'll put in for more, but it may take a while; he also tells me he doesn't have any baseboards to replace what we were told they'd be replacing. "That's great," I respond sarcastically. Next week comes by and we get the mother of all snow storms (at least it felt like that), so understandably our next time for them coming out was pushed back. The thing that upsets me most about this is that we had to reach out not once, not twice, but three times to try and get the subcontractors back out to do the job. Empire had no idea that the job wasn't finished (why aren't you communicating with your subcontractors?) [why is there no follow-up process to make sure the job was done to your client's satisfaction?], had to ask us what the problem was (why aren't you communicating with your subcontractors?) [why is there no follow-up process to make sure the job was done to your client's satisfaction?], and throughout these multiple calls we made they told us they had put in a trouble ticket stating the job hadn't been finished. "We should get the material in by Friday," we were told on a Monday. Friday comes along, and we haven't heard anything by 1PM that day. Nothing. I call again, demand to speak to someone who knows what they're doing, and am told that, unfortunately, there isn't a single note documented about any of our calls and that the trouble tickets we were told were put in were not, in fact, put in. I made sure I got a trouble ticket number for the one THIS woman put in. The next day the subcontractor comes out. He sits down in the bathroom. Gives me a look. He doesn't have enough material to finish the bathroom. After all of the follow-ups that WE had to make, after all of the measurements that were made, Empire STILL hadn't provided enough material to finish the job. Luckily, the subcontractor told me he had enough left over from a previous job he had done that day to finish it, but "he still didn't have any baseboards". It also turns out that (not to Empire or the sub's fault, of course) there was water damage to the subfloors. I had to remedy that problem before they could install the flooring. Enter COVID. My fiancée and I both test positive. Wonderful. There goes two weeks in isolation that I cannot allow anyone here. While we are both recovering, I take care of the floor. Our last day of quarantine is Sunday... and the Friday before that we get a text from the sub saying he's about 5 minutes out. I look at my fiancée confused. She looks at me confused. I call the sub and ask why he's coming out. "Well, Empire told me last night to come out to finish the job." What do you mean? I told them that I'd be on quarantine for two weeks and that I'd call you when we're ready. Look at that, yet another example of Empire not knowing how to communicate. All in all, it took over a month to finish MAYBE 150 sq ft of flooring. Granted, Covid took a large chunk out of that. But if I hadn't followed up to get the ball rolling again after the snow storm they'd have never come out because they had no idea it wasn't done. Stay away from Empire Today. Get yourself a small business flooring guy who will do the job properly for cheaper, and who may know how to communicate better than this horrible company. read more

No record of my financing when I showed up. Kept asking if my first name was my middle name. INSTALLER WALKED IN MY BEDROOM WHILE MY WIFE WAS UNDRESSSED. They were working on the damn kitchen. read more

My initial experience was great. The sales rep was friendly and told me she was giving me the best deals and the contractors were prompt and professional. However, the day of the install the contractor advised against grouting which would lower my cost. When I contacted the sales rep, she was very short with me and said she would adjust the cost that business day, but she didn't. Three days after install, I noticed some tiles were lose and when someone came out to fix it, he mentioned the initial contractors did it incorrectly. Everything has been fixed for the most part, but working with Empire was not hassle-free. read more

I feel like our rep wasn't honest with us when we selected our floors. They get scratches on them for anything when he told us that they would not. When the guys put the floor in there were mistakes it took a couple days before they came out to fix it. They need to be honest when selling so maybe having more qualified reps would be important. read more

We have used Empire for two homes and the flooring is nice. However, customer service is non existent. We added a doorway a year after the flooring was installed and contacted them to install a piece of flooring for the threshold. After multiple attempts with no response we had to go elsewhere. Do not recommend Empire because they do not stand behind their product. read more

I just had the WORST experience with a saleswoman from Empire. The woman - at the start of the sales call - told me she "knew nothing about the flooring industry". Then determined that our basement had asbestos in it (which we suspected) and told me all she could do was carpeting - I asked about laying vinyl planks over it and that we would patch any missing tiles so the floor would be even she said "well you call me when you do that" and started to leave. No quote, no samples no measuring. I made time in my day to schedule this appointment - I expected I would have least been given some sort of cost outline or samples to look at. As she was leaving I said 'wow -this is pretty much the worst customer service I've ever had, I"ll be sure to let your manager know about this' to which she replied 'you seem to be the one with the problem'. At that point I told her she needed to leave my house. She then intentionally dragged her feet walking as slowly as possible and then lingered in my doorway for several minutes while I held the door open waiting for her to exit repeatedly telling her to leave while she stood in the doorway of my house trying to make a phone call. Unbelievable. Then when I tried to call - I was told there was no one available to talk to about it and that they would leave a message for someone to call me back. I would NEVER give these people my business - worst customer experience ever. read more

We got estimate fast. They started the job faster than anyone else would have. Hardwood was bad and would not fit together without gaps. Installers were excellent. Tom salesperson was excellent. Their manager replaced the upper floor with carpeting (all except one room and stair which I insisted I will pay for). We used their installers to put new engineered wood on main level. Nicest professional people I would hire again. You discover how professional someone is when things don't go as planned. Thank you. Tom didn't think people write good reviews and only post their bad experience. I would like to prove him wrong. read more

We had new carpet installed last Thursday after meeting with a sales rep who measured and gave us the installation details. We were told (twice) the team would arrive very close to 8 am to be sure the job only took 1 day. The day of the install I took vacation to make sure I was there when they were. At 9 am I called the office to find out where they were and was informed I was scheduled for install between 12:30 and 1 pm. I was pretty upset about this because I could have saved a 1/2 vacation day. Ten minutes later I get a robo call from Empire telling me the installers are heading my way in the next hour. After 90 minutes I call again and was told to ignore the robo call. The installers finally call around 12:20 pm and said they are on there way and want to know if I have a garage. I said yes and asked why, they said they needed it to cut the carpet because it's raining. This was never discussed or even entered my mind. So I run out, move my car and sweep out the garage the best I can because I don't want the carpet dirty. The van shows up with my carpet sticking out the back at least 18 inches in the pouring rain. I am really stressing by this point and the head installer comes in and starts measuring stating he wasn't sure if they had enough carpet because the sales guys don't know what they are doing. (more stress) Then he asks me where I want my seams. I had no idea because I have never had carpet installed and I asked if they would show. He said all seams show and I reached my max stress level and told him I was fed up with all the surprises, the fact they were 5 hours late, the need for my garage and now the seams. The installer started hollering "Oh f&ck this, I am stressed out to, we just won't do this job we're leaving". I said you better call your boss because you are under contract to install today and I have already lost a half day because I was lied to about installation time. We both spoke to the boss and the install started around 1:00 pm. As they started the installer told me I needed to move the dining room chairs and small cabinets because they only move the big stuff (I paid over $100 for furniture moving). I paid for furniture moving because I have a bad back but at this point I wanted it done and them out of my house so I moved what I could and still feel it in my back today. They finished around 8:30 pm and looked pretty good but, the customer service was beyond horrible. To be cussed at and threatened with cancellation after what they put me through in my opinion was the lowest of lows. I would never recommend this company to anyone I care about. read more

We had carpet put in about a month ago in our basement and it's Berber and it pulls and runs. Have tried to call them several times no answer or returned messages they finally got back to us today and stated not their fault all ours no help what so ever such bad customer service read more

What a nightmare! Go somewhere else! I used Empire because the salesperson was really nice and she told me they could do my house in 3 days! I was getting vinyl planking on the main floor and new carpeting upstairs. I also wanted to have all the baseboards changed out. This was no problem according to her and they would move furniture. Day 1. - Aug. 16, 2018 Carpet guys and hard flooring guys show up. Carpet guys did an awesome job, however they don't do baseboards? The hardwood guys will be doing that so don't you think they should have removed them and put the new ones on before the new carpeting went in? Nope, a few days later when the hardwood guy was able to get up there he had to move furniture again, which broke the legs of my bed and made a mess of split wood on my new carpet. On 8/30/2018 I paid my handyman to finish the last closet upstairs so my baseboards are done! Day 2 - 5 Work going slowly, I called the General Manager they came out said the salesperson shouldn't have told me 3 days! I said the financing price on the sheets was incorrect, he told me that the Sales people nor the finance people work under him. How does he control anything as a General Manager if no one is under him? Day 6-7- still working on baseboards, why you ask....because they let a guy cut all the baseboards and he did it at the wrong angle so it all had to be re-cut....I still have several corners that have huge gaps that they just filled in with caulk and told me you won't even notice it when it is painted! Day 8 - no one came Day 9 - The owner of the crew (they use subcontractors) came to see the work. He was very aggressive accusing me of hovering and watching the guys work that it slowed them down. That this was not a 3 day job. He also said that I would let them come to my house until 8:45 am, which I explained to the sales person in the beginning and the officer manager who both said that it was not a problem since they arrive at the warehouse at 8:00 am and by the time they load and drive here it would be around that time. The owner also said that this guy doing the baseboards "does quality work, we've been friends for 17 years"..... I thought it was finished and I signed the paperwork. I went upstairs to find my daughter's closet had not been finished with the baseboard. Neither had the base of my stairs in the foyer. I have tried to contact Empire several times by phone and email and no one will return calls or emails. They were suppose to fix the financial error and still nothing. Do yourself a favor and don't deal with this company. read more

We used Empire to carpet part in our lower level. In addition to putting down a glued pad and carpet, part of that installation included a bound large approx 10x10 area rug. The price was very good, but what really impressed us was the salesman, Raymond. He made us feel very comfortable in our decision. A major factor was his commitment to be there with us when the carpet was installed to make sure it was all, they way it was supposed to be. HOW EVER Raymond wasn't there and the installers that showed up had the wrong information. We called Raymond and he told us by phone he would never had committed to being there. He was able to arrange by phone to have the installers come back the next day with the proper instructions. The install went fairly well, with them only forgetting to carpet a small section in the closet, and one other small problem. To our surprise though we found the install crew but they did leave some of the old carpet and tack boards with nails, sitting in our garage after they left. They were to take ALL the old carpet and pad with them as part of the deal. Looks like they just forgot about a portion of it. The bound section of carpet that was to come a couple of weeks later still hasn't shown up and when I called Raymond on that, he actually asked me to call him back the next day and remind him to call the main installer STEVE to see what the status is. I didn't do that and its been a week and have not heard anything from them. read more

We had them come out for an estimate to replace our kitchen floor. We were not impressed at all. 1. Very limited selection of vinyl floor. 2. Prices were high. 3. It was like dealing with a car salesman. You get the line if you buy today I can give you a better price.. read more

Gave them a deposit over $4245. They couldn't install so they needed to refund. They have been promising me my refund for over 2 weeks. I have emails of promises and promises of refund. STILL NOTHING! I cant move forward on other projects because I had to pay for flooring while waiting for this refund and now I am behind on ALL projects! On phone with corporate and they don't show the refund!! LIARS. Lumber liquidators took excellent care of us. Its NOT difficult to issue a refund right back onto someones credit card!!! I will be charging back with my bank. This is unacceptable and shady business. As a business owner I am astounded to feel ripped off by a national company that I thought did good work. read more

Great job, I would suggest them to anyone getting flooring done. We live our new carpeting.

Empire put carpet and flooring in my sisters house. Very bad installation service. Job was only to take 2 days which she took off work for. 1st day. 1 guy shows up at 10:00 am. next guy at 10:30 am. The guy who was supposed to be installer, and also had padding, carpeting, and installation tools with him apparently had a flat tire. Not much done, maybe a little carpet pulled up. At 11:30 we were told they were going to go to get padding because supposedly installer was still getting "flat tire" fixed. Said they would return at 1:00, well 1:30 here they come to tell us "installer" is taking day off. So at 3:30 the 2 of them leave for day. Now mind you, her kitchen and whole house is in disarray. So her family eats out, hangs shower curtain to shower, my sister and her daughter sleep in basement. Day 2: everybody shows up at 8:00am. Work until 6:30 pm. Not complete yet, will have to come back 3rd day. So this is where I come in, because my sister already took her 2 days off for week. I come over next day to house sit all day. They show up with without correct quarter roll, don't tell me until it's time to sign off on paperwork. I get in touch with my sister who is at work. We try taking pictures to show her, she isn't happy and says she wants the stuff she special ordered to match cabinets, not flooring. This does not get better. Many calls to company no return dates as of now. read more

One star is even too much. Be aware of this guys. We got to know about this guys when it was too late. They push you in a contract without explaining you all the details and penalties. You pay $100 initially without knowing all the other consequences. We had to cancel our contract because our house sold out, but we ended up with $500 penalty (15% of the contract). Without doing anything for us they got this amount from us. They are thieves!!!! BE AWARE!!! Just look at the one star for their review. That should tell you something!!! read more

Salesman very personable. I chose the linoleum design, and scheduled the install. The weather prevented the on time delivery, so it was rescheduled without my input. The installer just showed up...his supervisor left a message telling me they were coming. (Needs customer service training) It was not at my convenience. Another date was agreed upon. They came, and wanted "FULL" payment BEFORE the install. I don't agree with this method of doing business. They said this is the way this company operates. Payment before...whether you are pleased or not. You gamble on the results...they get paid either way. I could see paying half before, and half after. Not pleased...company is rotten to the core. read more

This evening I had a sales rep come to give me an estimate on doing new flooring through a majority of my house. I have been looking into this as DIY project, but decided to look into how much it would cost to not have to do it myself. Mike was very friendly and not pushy at all. He listened to the things that were important to me and put some time into calculating everything out in a way that met my needs as well my budget. Unfortunately we weren't able to get the price down to what I could afford out of pocket, so he explained their financing options to me which currently is not an option for me. I wish it was though!! I really like the samples he showed me! I do plan to get back in touch with Mike as soon as I save the remainder needed to. And the bobble head he gave my daughter has already been deemed Barbies handyman! read more

Still waiting. People will not return phone calls most of the time. When we do get a call no one knows what to do or doesn't know what the other said. This is poor customer service. Still no help. Finally we now have a new kitchen floor with no glue comming up! Looks great crew was excellent cleaned up after themselves vacuuming sweeping and all. We are very satisfied with this now. read more

Scheduled an in home estimate for today. They never showed up. After reading these reviews, I'm glad they didn't show up

Beware! I had Empire Today come to give me a bid during their advertised "60% off sale." I had two other bids from local stores, one big store and one small store. Empire gave me a $4400 bid when the other two stores came in at $2200. Then, of course, he said "Let me call my manager." and, of course, it came down to $2700. It's a miracle! Also he told me I needed 950 sq feet and the other stores were 840 sq feet. Never ever would I use Empire or recommend them to anyone. read more

What a bunch of Bozo's! Their sales rep come to your house to sell you their carpets as you will note below. They can only sell you what samples they have on hand but don't tell you that. We already had a carpet picked out before rep arrive. The sales reps spent two hours at our home measuring and trying to push his carpet and stating we are the only carpet company that can do this or offer that. The only thing missing was his checkered jacket and red ball on his nose. He said he would get back with us by the next day. I had to call Empire's 800 number to track him down 4 days later. He forgot his business cards so we did not have his direct number. He stated that they were still trying to find the carpet based on our samples, one a Mohawk, the other a Shaw brand. He again promised that he will get back to me that day but of course he didn't. He finely did call back two days later to say that samples we give him could only be purchased through a retail store. I also quizzed him about their installers...he had know clue but they only work for Empire so I ask him if the installers get a W2 or a 1099. His said yes to both so I am guessing Empire hires out to the lowest bidder. BUYER BE WARE! read more

I thought it was imperative you heard about how their St. Louis market is operating and as I informed Empire, I would love to inform you about it. Our initial consultation, the sales rep would provide no estimate, would only throw general #s out and asked to come back. When he rescheduled (on my behalf) a new sales rep arrived. 1) I think the 50% off is a scam as they gave me conflicting info on what was half off. One told me one sample was and the other wasn't - the other rep told me vice versa. 2) We actually had a signed contract and a down payment and he cancelled the contract on the spot because of incorrect math. He (Raymond) called his mgr (Jamie) and Sr Mgr (Dave) who would not honor the price they had messed up on! In my house 3+ hours & losing a customer over $1600. They made zero effort to try to make it right. 3) This HORRIFIC experience will be shared with social media and the BBB. The WORST customer experience ever and not only did nothing to make it right but was rude and unprofessional. read more

I made an appointment and when no one showed up or called I complained. I received a call saying the salesperson got sick which I understand things happen so I said it was ok and they said they would have someone call me direct the next day. I received a call the next day and was told by the salesman who called me that he lived to far away but would have someone closer call me the next day. That was six days ago, very unprofessional experience. read more

Terrible! We have used Empire three times prior, the first two were great, the third time the crew never showed the first day, but job was fine even though customer service trying to resolve it was awful. We decided to use again this year thinking every company has a bad experience once in a while, well it seems as though we made a terrible mistake. This time the crew showed up on Saturday to install LVT, ran out of product two days in a row and still have not finished even though it was less than a hundred sq feet. In addition, there is buckling in the master bath, missing pieces in the closet they tried to conceal, spongy spot in the laundry room, broken baseboards, broken transition strips, didn't rehang doors or install the toilet kits that we paid for. Left the house absolutely trashed and the project is still incomplete. After speaking with several people I finally got the install manager out who basically was unapologetic and told me, "Well we are going to have to pay someone else now..." when I asked what Empire would do for us. We have spent almost $20,000 with this company in four years and can't believe how terrible this experience has been. We are calling a lawyer today to find out options because at this point both floors that are laid have to be pulled up and the third floor is half finished, and can't seem to get anybody at the company to care. read more

I had a terrible experience with Empire Today. It was a nightmare! I reported the people they sent out to do my floors and told them to get someone else, they told me they would send someone out to remedy the situation. They sent the same people!! I called the company back and told them NOT to send them out again, to get someone else to finish the job. They shot a nail into the wall above the electric socket, they broke the grill on the bottom of my refrigerator, they messed up the door to my brand new dishwasher, now the door is bent to close. The grout in the bathrooms are cracked, and where another tile should be, it was filled in by grout. The dining room floor that they laid was of expensive hard wood and one of the guys said to the other, we have to be careful with this floor boss said be very careful , then he would throw his tools down hard on it. They would use from one box at a time and they used the damaged, or poorly stained ones . Now I have a noticeable area by the entryway of one piece of discolored hardwood. There were chips in some where he intentionally threw his tools down on. Of all the boxes of product that they did not use in my home, that I paid for, they had taken with them. They told me that it was the company policy that they bring extra and those boxes were the extra. However, I stayed home all the time and counted the boxes they used and they did NOT use all of what I was charged. Empire DOES contract BOZOs, drunks and who knows ??? I still want my living room and hallway with closets done in the hardwood but I will be damned if I am to hire them back!!! They also took the brand new carpeting from my dining room, which i told them I was going to keep it along with the padding. I thought they had put it in my garage but they never. When they first came to do the kitchen floor, they would put their tools and tile on my dining room table!! When they came back, after I had reported them to corporate twice, they had an attitude while they were laying the hardwood in my dining room, intentionally being careless and destructive. Since they contract different people to do the work, i am sure there are some areas within the country that have some decent people, I was the unlucky one that live in that one area that was sent some losers to do the job.!! read more