Empire Today

DO NOT hire Empire Today to do laminate floors... there has been a huge struggle that has resulted in complete dissatisfaction of them putting down discontinued colors and not having the correct pieces to complete the job up to expectations. Then taking 2 weeks to supposedly source the correct pieces, only to find out that they didn't do anything to source the correct pieces that match the color you ordered and paid for in FULL.

Oh, their customer service sucks, royally.No one communicates amongst sales, installation, or customer service.

The only person who was reliable was the installing teams manager, who apparently has no way to provide feedback to corporate regarding issues during installation... There was one crucial piece unavailable to finish the installation, and rather than sourcing from another warehouse (bc they are a NATIONAL company) , someone in customer service decided to put in the order to redo the whole floor They didn't ask what color we would like to replace the floor they just assumed we would like it. At this point I have opened a dispute, and I requested that the floor be refunded. This is an Empire Today corporate problem; don't sell a floor design if you can't actually install it. And DO NOT think you can choose an adequate substitute without consulting me - the owner of the floor and house that you are supposed to do right by.

Very unhappy with the installers at Empire this time around. We were told our install would be 1 day. My husband and I took off work for the whole day since we have 5 animals. They were doing our whole house and doing an overlay of laminate ontop of our original floors. An hour after all was confirmed with the head installer regarding where/what we wanted etc we discovered they were ripping up our old flooring which essentially wasted an hour of time. At 7 pm we were told they could either leave and come back the following day to finish or stay until 10pm to complete the work. We opted for them to stay since it's quite a hassle with our animals, I'm pregnant and our house was already in complete disarray. At 10:50 they told my husband they ran out of material and would need to come back. Fine. We go downstairs to see our doors off the hinges left hanging around the house in various places, 3 rooms not cleaned or put back together (those rooms were completed and clean up/moving furniture back is part of their process and agreement), extreme amounts of pollen throughout our house (husband has severe allergies), BLOOD drops in several places, our newly painted walls were (all) scuffed up, our brand new carpeted babies room (that was CLEARLY off limits) was used to hold their dirty tools on, two pieces of our belongings were left outside on the deck in the rain, our toilet was dismantled (for the flooring to be done) but never put back together before they left, and lastly a nice hole on our bedroom wall from the door. Our project was done on a Friday so we had to live in a complete mess all weekend, we moved back all our own furniture and cleaned up after them and my husband had to take off another day of work that following Monday. That Monday I came home to see a leaking toilet, scuff marks STILL all over our walls and a hole not fixed. For 10k I'd say this is completely unprofessional and distasteful on Empires end. Although the floors are stunning (bc we have good taste), Empire failed to fulfill any expectations we had. I expected a general follow up phone call but after my concern was sent to our salesman, I certainly expected more from Empire, but here I am disappointed, again. Unsatisfactory on every level.

Interested in joining a class action?
Just so happens I have a sister that does that kind of thing and after my month long ordeal with Empire not only breaching their contract, leaving my fathers house unsafe, costing me and other family members thousands in missed work, defying an agricultural quarantine zone and then refusing to arbitrate through the BBB we will be moving forward at the end of August. Email mtnbarbie at yahoo dot com if you want to join us.

They baited and switched straight up lied about the price . I paid for the install then the tech came out 2 hours after his estimated time of arrival and said we can't help you bye and left ! Bro what?? Never Again

Stunningly bad experience. Too vad I can't give them zero stars.
1) Asked for an estimate. Agreed between 1-3 pm. Estimator called at 2:40, he's on his way. No problem, we're out in the sticks. He's asked if we were getting other estimates. Yes, we are. HE HANGS UP ON ME. I called back. Straight to voice-mail. Stunning. And of course, no show. Called the company and left a not-friendly voice-mail. Get a call the next day from a nice woman. Explained what happened. SHE HANGS UP ON ME. Unbelievable.
Neighbors used them. Had an awful experience.
Bullet dodged.
Maybe you should use someone else.​​

I paid them $6111 and they gave me a bad installation with not trim just rough incomplete vinyl edges exposed. And promise me a $1000 refund and have not delivered. The vinyl have shadow marks, because they didn't do the self-leveling I paid for. And the manager said keep the installation and he is only willing to give me back a $1000. Don't buy from these people.

This company Empire/Luna (same company )has horrible customer service, overbooked their appointments, tried to install a floor in my house after 4:00 in the evening, their communication within their company is not organized. Let's start with first scheduled appt. Saturday appt 11-1. At 1:10 pm sales representative calls me and states "he is unable to make it to my home until after 3:45 pm"! While I had already planned out the rest of my day, I rescheduled with sales rep for following Monday. He states I have it down! Ok great! Monday comes 9-11 No Representatives came! Called him back on number he called me on, he made it seem like he never spoke with me! Remind him then he says, oh they did not assign you to me. Call office - no record of appointment! Make another appointment (should have known better)next representative comes, comes late! 2 hrs late. Did not call us we called them! Then he gets here makes his pitch! Asked him about 50-50-50 sale, he says "oh that is only for a certain product that is much higher in price "! (Look for small print) I didn't ask you about cost of materials and I did not ask you to show me cheaper or more expensive materials. Settled on a product ordered it. Told one price then asked me to sign a contract with a higher price! He did revise as he said he would. Told him to add baseboard as he suggested. No baseboard on contract as we discussed. Took one week or more for him to come back and measure what he should have measured when he was there!
Three days before install! Come install day, went to work 2 hours later to wait for installers. By 10 am no installers! Called, was told installers will call back. The did stating they will not be able to install until 3:45 -4 pm! ‍
Then they get here and measure floors! Say they can't do it cause floors not level! You know they were not level because salesman stated that before hand that was part of conversation!
Just bad from beginning to end. Then none of the workers spoke English! Have at least one person who is fluent with the customer's language! Omg I did receive my 1/3 deposit back rather quickly but I don't want this to happen to anyone else!

There are no words to describe what a horrible and frustrating process this was. I purchased carpet from Empire about 15 years, so I didn't hesitate to call them again. Big mistake.

While the sales person was very nice, he was also very "nonchalant" in his approach. I've done sales for a long time, so I knew right away that this was his tactic- coming off as no pressure and laid back. And I was right. He brought in 3 levels of carpet and quoted me astronomical amounts to create a sticker shock in me- then, he "found" all sorts of "discounts" and did things like checking in with his manager to "see what he could do" and all that nonsense.

In the end, I was quoted what I felt was a fair and reasonable price and, against my better judgement, I agreed to have the carpet scheduled that Monday (this was Friday). I picked the color that was closest to the color I currently had, and even joked that perhaps I was installing the exact same carpet.

So I spent two days prepping my son's room to have carpet installed. Even though Empire handles moving all the furniture, we had to handle taking care of the little things kids have out and such. Since my son wanted his bed assembled differently, I decided to break the bed down for the crew anyway, so they could get right to work.

The crew arrived on time- but WITH THE WRONG CARPET. They brought me almost white carpet- for a house with two black pets and an 11 year old. Gimme a break.

Then the installer tried to tell me that it was the carpet I ordered, and that it would "get darker once installed". I'm not sure what turnip truck they thought I fell off of, but I refused the install and insisted they return the following day with my proper carpet.

The sales person then told me that they did deliver the right color, and that I must've ordered the wrong one. Not sure how since he made the order- I simply picked the color closest to what I already had, and even made a joke about it- this picture shows you the color I had, and the color they tried to install in my home. Going on the website also showed that the color I ordered was not an almost white cream carpet- it was beige.

He changed my order to a darker color (not sure why because the color I ordered was correct) and said they would be out again tomorrow. Fine, one more day of chaos. Only they never showed up!

So several days of our house torn apart- hours tied up in sales and prep and dealing with delivery issues, and I still had no carpet. It was a very frustrating process to cancel (they actually apologized for the length of time to cancel, since it was after a holiday and the cancellation department was "very busy"- couldn't help but laugh at that one) but I canceled and got my carpet from Home Depot. When I went there the sales person was upfront and not pushy. There were price tags and no "hidden" discounts or sales. In fact, I got better quality carpet for less money. They measured my carpet, installed it on time, BROUGHT THE RIGHT CARPET, and were fast and friendly, while allowing me to take my time in making my purchase. I am 100% satisfied with my switch to Home Depot.

Avoid Empire like the plague.

I really don't have the words to say how thoroughly disappointed I am with this company. We called several companies to get quotes to replace our hardwood. Empire was the 2nd company to arrive in our home. The salesman came into our home, probed us to understand what we were looking to do then he immediately started to convince us that we couldn't afford the project. He told us over and over that what we wanted was expensive but never asked our budget or offered suggestions to bring down the cost.

He showed us wood that was basic and lackluster. I believe he only showed us what he THOUGHT we could afford. It's been nearly a week. He didn't follow up with us, leave us a business card or leave us with the impression that HE wanted to work with US. I tried to reach out to empire to let them know about our experience. But, they have not responded at all. We ended up going with 50floor. They have a much better reputation and they offered us options to keep the expenses manageable. Not sure what kind of bias the salesman had. But, he decided pretty quickly that we could not afford the project and expressed this to us repeatedly.

They were on time for the estimate. They were on time for the install. They installed what I ordered. There were no issues with the quality of their work. There were no hidden fees. I have no complaints.