California Nails

Our experience with Empire was wonderful. I was nervous about meeting them since I had no background in what our project was going to entail. Brady, the salesperson, was genuine, helpful and knowledgeable. We selected our carpet and laminate and set installation dates. Installers for both items were diligent and meticulous. Our home looks beautiful. We are very happy.

My experience with Empire Today was good. The price was reasonable and I really love my carpet. They installers called when they were on their way and arrived safely on a very snowy day. My house was cleaned up after the install. You would have never known they were here except for the extra carpet piece that was left. I would recommend checking them out for your flooring needs.

I was impressed with the quick service provided in scheduling an estimate, providing a very reasonable quote, and then quick install date. It made the whole process so effortless. Big difference in service I had received previously from a competitor company.

WE HAD CARPET PUT DOWN BY THE EMPIRE TODAY.I HAD A GREAT EXPERENCE WITH THEM...THEY CAME THE NEXT DAY AFTER I CALLED TO GIVE ME A PRICE.I THINK A GOT A GREAT PRICE FROM THEM AND ONEC I ACCEPTED THE DEAL ONE MAN WAS AT MY HOME 3 DAYS LATER AND WAS KIND AND A VERY HARD WORKER AND GOT MY CARPET INSTALLED IN ABOUT 6 HOURS.HE DID A GREAT JOB...NOW I WILL HAVE TO SEE HOW THEY STAND BY THEIR CARPET AS FAR AS WARRENTY SHOULD I NEED THAT BUT I HOPE I WILL NOT...HAVE BEEN VERY SATISFIED WITH MY EXPERIENCE WITH THEM AND WOULD RECOMMEND TO ANY ONE...THANK YOU EMPIRE TODAY.WAS GREAT DOING BUSINESS WITH YOU.

We had laminate installed in February. The explanation of how it was to be done around the baseboards was not properly explained to the contractors and thus for quarter round put along the outside of the existing baseboards. I had to ask for a buildup around the fireplace because the wood was not flush to the tile. Within 24 hours my husband bumped the wood and it totally popped off, only to realize the nails are sticking straight up and one of the kids or animals would have a nail straight thru their foot.
The contractors also tried to claim we had a leak in the basement after they put the toilet back (without the seal) and left me without water for several hours after they left. I had to call a contractor friend over who said there was no leak, it was simply the toilet needed sealed and mounted.
I had one appointment scheduled for someone to come back and fix the flooring around the fireplace in March. The date of Empire calls to say the product is not in and they need to reschedule. I called to reschedule but they have not been able to confirm if the flooring is available.
After 2 months of run around I have found out the floor, that they have guaranteed for life, has been discontinued and they are trying to find a solution to my problem, that was 2 weeks ago. A guaranteed product needs to have replacements available. It should not take this long to get fixed.

Empire did a fantastic job on our floors. The sales associate was very professional and easy to work with. The installers were hard working and the end result looks perfect!

My husband and I were very impressed by the way everyone in the process worked well together. From Sales Rep to installers of the Vinyl flooring and the carpet. Very polite and concerned that we were satisfied completely with the jobs. We would highly recommend EMPIRE TODAY. And will use them again if the need arise. Great work everyone. Our house looks like new again. Thank you.

In October I called re having someone from Empire to come fix shades which you installed approx 5 years ago. The plastic bracket the allows it to hang broke. I was told to send photos. I did. After many calls back &forth an appointment was scheduled. Your worker arrived without the correct clips and said that they had not told him the type. They said it was company policy to charge me for this visit though they didn't do anything. ( Even the rep thought that was ridiculous and said he would deal with this/) This is despite the fact that I received a phone call to schedule the repair stating that they HAD the clips.. They then ordered the correct clips and said they would call me when they are ready to repair and it would take a few weeks. We are now 3months since my original call.
I then sent an email on Dec 12th to check the status and why no one has called. Was sent an email saying I would hear back in 2-3 days. I have heard nothing!
I have spent thousands upon thousands on their floors, rugs, shades in two homes. The courtesy of a call and repair would be appreciated. We fully understand we are going to pay for it but there is a complete lack of care on their part.
We have just expanded one of our homes and will need shades and flooring and will absolutely never use them again nor will we ever recommend them.

I will never use this company again and will continue to leave complaints everywhere on the internet, on social media, websites etc.
My issue with Empire Today started Dec 2014 when the salesman showed up at my house. Went thru the estimate process...it was like buying a car, he kept calling someone to see "what he could do for us" So we finally agreed and he made us all kinds of promises such as warranty/guarantees,when the work would be finish etc. Non of that "fluff" was ever lived up to. So the floor installer showed up two days before Christmas, they promised that they would be finished that day (I don't think the salesman let them know all the stuff he had promised us)They looked to be about 12 years old but I was reassured that they knew what they were doing. (they also smelled like smoke and took many smoke breaks during their time at my house) Needless to say my house was tore up for Christmas and wasn't finished til after the New Year. What a horrible install experience!! A couple of months went by and I noticed that the laminate at the seams started to come up. I was told at install never call the Cust Service line at Empire, that the installers would come out to fix anything wrong. So I was given a cell phone number to call instead. Come to find out they get graded for the install. If they get too many complaints they get fired from Empire since they are contractors. So after several months go by with trying to contact the installer, I finally called the 1-800 and opened a complaint. Was promised that someone would contact me, days/weeks would go by without a response so I would call back and was told that the rec had been closed and satisfied in the computer but I had not had any kind of contact. I did this several times and when I called back the work order/complaint had been satisfied. Finally I called in Dec and had my complaint escalated (12/08/15) which should of happened before. I was told that the install Manager had just been closing the orders and no longers is employed. I got Ken the GM for the St Louis region, He sent numerous people out to inspect my floors, first the 12yr olds on Dec 12th, who accused me of using a steam mop on the floors, also said my dishwasher/refrigerator was leaking. I had a plumber come out to inspect the appliances and he could not find any leaks, so I wasted $75.00. Then a new install manager was scheduled on Jan 19th that was a NO SHOW with no call. I called the cust service line to see what the issue was and they told me the office was without power that day. I checked the Amerian Website to check for power outages in that area and I found nothing! OKAY? So he re scheduled again on Jan 29th. (He got fired shortly after) Another floor crew on Feb 12th, another install manager from Chicago came to my house. To make it worse the Chicago Install Manager arrived at my house before his scheduled appt time (he arrived at 4:15 and was set to be there at 4:45) started banging on the door, my daughter opened the main door slightly to try to tell him we were not home yet, but he opened the screen door and came in my house uninvited. Luckily my 10 yr old daughter had called her Dad on her cell phone, she handed the install manager the phone and my husband pleaded with the man to exit our house while she was home alone. Still trying to file a formal complaint with Empire on that situation, since my daughter has been having nightmares from the man coming in on her. They even hired a man from 150 miles away to drive to St Louis to inspect my floors to see what the issue was. We were told then that his formal review would take a couple of weeks, I called the gentleman to see if he had finished his report and sure enough he had, so I called Ken at Empire this morning to check the status. He said the report came back that it was due to topical moisture and that he blamed it on my house keepers incompetence. I was so livid all I could do is listen to this it lecture me on floor care. So I hung up and called my house keeping company, the lady did not start cleaning my house until Jan so that could not of been the problem (oh well played KEN well played) So now I have an appt for a floor crew come out on Weds the 13th to fix the other issues that I have with my floors that I did not even mention before. I want a partial refund of my $4200.00 dollar that I paid for a 825 sq ft house of laminate flooring. I will continue until my issue is resolved.

The online process of setting up an appointment was easy and the appointment was in 2 days, at my convenience. I got an automated call that the salesperson was on her way and she was exactly on time! Yay, no waiting around. I chose the carpet I wanted and the installation was scheduled at my convenience within a few days. The installers worked quickly (2 guys) and cleaned up. They messed up my cable wire and didn't tell me, but my neighbor fixed it quickly A positive experience and I would buy from them again.

This was our second purchase from Empire Today and we were totally satisfied with our experience. From the sales representative Heather, thru the installation process by Kenny and his crew...we would totally recommend Empire for your flooring needs.

I was very pleased with all aspects of this Company. The only neutral thing I have to say is that the installers did not ask permission to use the bathroom in my home...they just took it upon themselves to go in there whenever they wanted.

I had a very good experience with the carpet selection, installation and pricing. The selection and pricing were outstanding and the installation took place two days after selection of carpeting. The installation went smoothly and completed well. I am a repeat customer of this company and would recommend them. Joseph **

This is my second review. The first was on 8-16-16 this is now 8-26-16. Finally someone came to inspect the problems with the carpet last week. He said it was installed incorrectly and it needed to be replaced. He took new measurements and sent them to the guy in charge. He called once to let us know that he received the information and would be in contact. Well, again, nothing. We had an appointment today for replacement. They did not show up. When Empire contacted the ones who were supposed to be here, they said they finished the job. Well, since we have both been here all day, babysitting the phone and waiting and waiting for them to show up, Then I think I am pretty sure that they did not complete a job at this address. We finally got through to someone at Empire AGAIN..They said, "Well we can not tell you when someone will show up". So frustrated. Never have I dealt with a company like this. Everyone you talk to always says, "I don't know". I was even hung up on a couple times. I hope this SECOND review gets somewhere so this issue can be resolved once and for all so I can leave the house without sitting to wait on a phone call.

I am ashamed I chose to work with this company, particularly after seeing the overwhelming volume of negative reviews.

Summary:
* Do not stand behind their warranties...do everything possible to avoid even having to consider a warranty claim.
* Change products every couple years, so that if a product fails within a 15 year warranty period, they say they can't honor it because they don't carry that product any more, but the only way to get the warranty covered, is to go through the installer (Empire)
* Salespeople not to be trusted (Not really surprising, but worth noting): Misrepresented strength of their products; suggested product was explicitly refuted by another of their salespeople as inappropriate for the location.

The full story:
In 2009, Empire Today installed carpet and sheet vinyl flooring for me. I was looking for something that would last for a while, so Empire (Salesman Frank) sold me on the sheet vinyl. He described it as "incredibly tough" and insisted that it would take almost a deliberate act to make a hole in it. He touted the 15 year warranty to prove it. Here we are, 5 and a half years later, and it is in terrible shape! Not only are there more than 7 places in the floor that just ripped up or apart from normal use, there are also massive warped bulges where any furniture sat, that won't go away. There is also a stain from water that cannot be cleaned up, which is specifically stated to be covered by the warranty. Most notably, there are the splits...in two locations, the material split apart for a foot and a half, in a perfectly straight line, almost like it was along a seam...but there is no visible seam there.

The floor has to be repaired or replaced. I called Empire's warranty department (on March 12th) and was promptly informed that none of it would be covered under warranty. She refused to send someone out to even look at the damage to assess whether it would be covered. But she did happily set up a time for repairmen to come out and repair the damage with the small amount of left-over material I had, which would cost me $175. I need it done, and it would be cheaper than replacing the floor, so I agreed. The repairmen come (who were fantastically courteous and seemingly competent), they took at look at the damage, photographed it, and stated that the damage not only could not be repaired because they would need a lot more material than I have, but that at least the splits and the warped bulges should not have happened with this material, and were not the result of misuse or abuse. And they noted the discoloration of the floor compared to the leftover material I have, was so extreme, I wouldn't want it put in. They also seemed surprised that the request for warranty coverage for that kind of damage was summarily dismissed without sending out someone to review said damage.

I already had an Empire salesman lined up for that Saturday, March 14th, to give me an estimate for replacing all my carpets. While he was there, I discussed the kitchen floor with him. He said he'd never seen damage like that, but noted that he had no say over whether warranties are honored. But he did give me a quote for a "better product," as he said that the floor that was installed never should have been recommended or sold for that room, which is also what the salesman for National Floors Direct said when I had them give me a quote for re-flooring and re-carpeting my house. Remember...this is the floor the Empire Today rep had to sell me on for its toughness, and I foolishly listened.

I tried to reach the customer service agent for a few days to discuss the issue, with little response. Finally, I got a hold of the salesman, who gave me the customer service manager's contact. After giving me a story that it would take her a while to get back to me because of folks on vacation, she said she could send me someone to look at the damage, for $75! I expressed concern about having to pay a company money to have them come look at damage for a warranty claim, when it was already clear that they would do whatever they could to avoid covering a claim. She said she would work on it and get back to me soon. TWO weeks later I finally got a response after inquiring again. This delay was particularly irksome, since I made the mistake of noting that I have other flooring I need to get done, and my quotes from other companies have a time-limit to their validity. I wholeheartedly believe the delay was in part to affect my business with the other companies.

The manager said they won't be able to help for a couple reasons.
1) "The age." Since they don't carry the material any longer, they can't replace or repair it. The age is

Carpet Installer Picked up man on street corner to help move my furniture when installing carpet, also carpet installer ruined my new paint job had done prior to carpet installed. Carpet installer also cut my cable wires in one room. When I contacted the CEO Keith [redacted] of the company twice, I was told I said the job was done well. Their installation manager doesn't talk to customers, nor does their customer service manager, working in the media, as long as I have I wonder if the compliments this company has gotten on this website were given by the family and friends and family of the management. Those types of advertising scams do rally exist. Hopefully soon they will get their undercover news, (either print or broadcast) investigation. with the Revdex.com giving them an a+ rating the Revdex.com should also get an undercover investigation as well. Copies of this complaint are being sent to news media reps.

The installers did a great job I am very happy with both the vinyl in the bathrooms and the carpet throughout the house

I am really please with the work they did! The sales person was really open with us about why some of our original choices may not fit us based on things we shared with her. Her suggestions were actually less expensive. The installers were on time and awesome! They explained everything and even cleaned my base boards and vacuumed before they left. Our vinyl flooring also looks awesome! I read some really bad reviews but a friend whom I trust recommended them and I'm so happy I listened to her!!! They finished in the timeframe that was given!

We had a wonderful experience working with Phil [redacted] and the installers at Empire Today! From beginning to end, they were professional, courteous, informative and our floors look beautiful! Would definitely recommend Empire Today for all your flooring needs!

The customer paid $242.50 by credit card for the deposit payment; this is reflected on the signed purchase order contract. The $100 refund was processed back to the credit card used for the deposit payment.
The check was processed electronically for the COD payment as written. The difference, the discount described above, was processed as agreed.