California Nails

Not installed when scheduled, Poor installation, Damage to walls, baseboards, and furniture.

After reporting damage and sending photos, we received phone calls asking us to schedule someone to do estimate for repairs. Because of work restraints we requested they send someone - that was a week ago and no one has bothered to call us back. The installation job is so poor, the carpet is cut too short in some areas, they put a seam in the middle of the floor - besides looking horrible it will only get worse with wear. The installers damaged walls, baseboards, and furniture.

If this is the kind of workmanship that Empire promotes consumers should be fully aware of their lack of professionalism to follow up with dissatisfied customers.

My husband and I have many remodeling projects that we need to complete on our 1964 brick home. The one that we decided to tackle this week was the flooring on our first floor. Our salem an and installation team were extremely professional, knowledgeable, and polite. We were told that the installation process could take up to 3 days...they were essentially done within one, and everything was completed to our satisfaction. We had new laminate placed throughout the living room, dining room, hallway, closets, and bedrooms. We had LVT placed in the kitchen and bathrooms, and we had new carpet installed on the stairs leading to the basement. We are absolutely thrilled with the results, and would highly recommend using this company and their installation crews to anyone contemplating re-flooring their home!

My girlfriend and I are expecting a baby soon, and decided to get new flooring for the house to prepare. We set up an appointment online and sales person was out on the weekend. We weren't quite convinced to use Empire, but due to the salesperson's pitch and what they offered we decided to go thru them. During the product page, they stated how well their product was, that they don't sell bad products, and that they could be out there that same week. We gave them $604 down payment and decided to finance the rest. The sales person stated that we should not have any subfloor problems because it was a newer home, however she never looked to doublecheck. It only takes five seconds to check the subfloor.

Installation day arrived, and I was waiting for phone call for their arrival. They were told by our sales person that they needed to start early because of schedule conflicts in the evening. I finally got a phone call around 10 AM telling me that the product had defects and the installers would not be coming out. I asked what the defects were, and his only response was, defects. I asked the installer when this could be completed, or if they would be out the next day, he stated probably not. I had cleared my schedule for this installation, and had to cancel some plans. I e-mailed our sales person up, and she stated that she would try to figure out what happened. She stated that she would be right back to us.

I did not hear anything from her, then on Friday I get an email stating that installation will be happening on Saturday. I don't remember agreeing to a Saturday installation, so I called our sales person back up. She apologize and then changed our installation for two months out. I told her that I did not want our installation two months out, and I wanted it sooner than later, but it would've been nice to get a phone call to confirm we were available for the time she picked. At that point I also asked for a discount on the product because of the heart ache we been through. She gave us an extra $100 off. We were able to set up the installation for Saturday because my girlfriend was off of work. She stated that they could probably do the install in one day.

Saturday rolled around, and the installers called right away, and were there before 8 AM. We were excited. The installers brought in some samples to put together in the house, and realized that the product was defective. The installers, who are contracted, stated that there have been a lot of issues with the brand of laminate we selected. They stated we were the sixth home this week in the area with that brand that had issues. The installers also stated that we would need subflooring put under our carpet so it would level out with the rest of the house. But wait a minute, didn't the sales person say we did not need a sub floor? The installer stated that she should've checked. So I call our sales person up Saturday morning and woke her up. I explained the issues, and she seemed confused by which customer she was talking to, and I kind a got the feeling that there are several other customers having issues at the same time with her. She asked if the installers could call her, and they told her about the situation going on. She called back and I explained how disappointed I was in the service, and Empires lack of truth in their advertising. I brought up canceling our order completely because I felt like the service was just going to get worse. After ordering the flooring initially I started reading reviews about the company, I started getting scared this would happen. Our sales person said she would call us right back.

She called back after about 20 minutes and said that she had spoken to her supervisors, and got permission to install the subfloor for free, and upgrade us to whichever laminate we wanted at the original price we paid. My girlfriend and I were hesitant, but we asked if she would come back to the house. She did, and she was there within an hour.

She brought up her samples, and left the old samples behind in her car because that was the whole product line that was defective. She stated that she was unaware that that product line was defective and that they were not going to offer those anymore. We looked through the products, and my girlfriend and I were still hesitant. But then the sales person stated that they could upgrade us to hardwood for the original price because of the problems we've been having. We could not pass that up, and picked out a hardwood. We set up an install date for today Wednesday, and I had to rearrange my work schedule and give up shifts so I could be here. Our house is been in disarray since he original installation date of over a week ago, so I was looking forward to having the house back to normal after the next two days.

Today is install day, the installers call before 8 AM and got to the house before 8 AM. I was like great this is going to be a good day. They came inside the house and started unboxing the product, only to realize that it was the wrong color and wrong product. He attempted to call his manager but he was busy installing a carpet and said that he would call back later. I tried calling our sales person, but it went straight to voicemail and I left a message. It's only been an hour, but I've not heard back from her or the install manager.

After my dealings with Empire over the last week and the issues I have seen, I am pretty much just going to cancel my order. I'm scared to do this because I've heard horrible reviews and read horrible reviews about how long it takes to get the refund. We were hoping that this install would go through smoothly have no issues, because we have carpeting in the rest of the house that we wanted to do in four or five months to pair the upstairs for the baby, but now we're gonna have to find other options. I remember seeing empire today commercials as a kid visiting my grandparents in Illinois, and watching the commercials throughout my life. I figured there were a reputable company, and had strong business ethics. I guess I was wrong.

In closing, I would highly educate yourself on which company you choose to install your flooring. I have never had this type of issues with any other company I've dealt with. This experiences brought my pregnant girlfriend of two years and even me, and I'm a big guy and fire fighter.

Empire Today was to install flooring in my kitchen and bathroom on Wednesday, January 11th, 2017. I was told that I would receive a call that morning giving me a window of the time the installers were to arrive. Also, I had financed this project with their credit company.
The morning of installation I received an automated call stating that they could not give me a time that the installers would be arriving at my home. I immediately called Empire Today's Customer Service to notify them that I would need a call before they were on their way so I could leave work and be there to let them in. The CS agent contacted the installer while I was on hold. They told me that they were to arrive at my home within the hour. I still requested a phone call when they were on their way just to be sure. I was able to leave work soon after so I headed over to my home.
3 hours late the installers showed up, unannounced. Luckily I was home. Then they proceeded to tell me that I owed them money or they would not work on the install. I was forced to call CS again to have them verify my financing. 15 minutes later this was all worked out. I made sure they had my number to call me when they were close to finishing so I could come back. They had propped open my screen door and front door and were bringing in the sub flooring and the laminate as I left.
About 4 hours later I received a phone call telling me that they were about 15 minutes away from being done. So I headed back home.
When I arrived I noticed that my screen door and front door were still propped open, even though it was 20-something degrees out and hailing. And that my heat had been turned up from 65 degrees to 70 degrees and was still trying to get to the 70 mark, currently at 68 degrees. I don't know why they thought it was okay to touch my thermostat.
As I walked around the kitchen to inspect I noticed a few things. First, my brand new, never been used fridge now had a dent in the front door and a huge gouge all along the side of fridge, very visible. I did not but this item as "scratch and dent" but it sure looks like I did. Second, my freshly painted kitchen was completely ruined. I still have the tape on the walls along the base board, because I just finished having that painted 2 days before this installation. Every single wall in the kitchen now has to be repainted. I purposely had that done before I had the flooring put in so it wouldn't get on my new floors. None of this should have happened in there. They only had to move the fridge around to do their work. There is not a stove in this room yet.
Then I headed to the bathroom where they were just putting the toilet back into place. No visible damage up there, even though it's a much smaller room. My only concern was that they opened up my shower doors. Again, not sure why that was done.
As I stood in the living room they took all of their equipment outside while I spoke with one of the men. I was asking him about how the scratches, gouges and dents happened. He didn't seem concerned at all by these things. The other went outside and didn't come back in. I added the damages that I saw to the work order that I signed and he left.
As I walked around looking at all the garbage that was left laying around my house (including their water bottles, food wrapper, napkins, wrapping, pieces of the borders, tons of dust) I noticed that my toilet was running. Then flushing. Then running. Then flushing. Then running. So I called CS about this problem. It took them 15 to decide to call the installers back to fix this problem.
The installers pulled up and went to the bathroom. They were in there a few minutes. One of them told me that it's not their fault and blamed the toilet. Even though it was working perfectly before they disconnected and reconnected it. He went outside. Another one of the guys walked out the front door. Then the third installer walked outside to. All 3 were on their cell phones. The one I had been talking with before told me that they were leaving. He was speaking to me through screen door. I asked if they fixed it. He said they shut off the water and were going to get a part to fix it. Then they all left.
So I waited, and waited and waited. Finally I called CS to ask them what was going on. I was told that the installers don't know how to fix it so they were not coming back. And was given nothing else.
I told them that this needed to be taken care of immediately. I don't understand why they thought it was okay to leave me without a working toilet. They said they would have to figure out how to fix this problem and would call me back. I was supposed to have carpeting installed the next day but I told them to put that on hold until this was all worked out.
I did not hear back from them that night. The next morning I received an automated call telling me that my carpet installers would be at my home sometime that day, again not giving me any idea when they would come at all. Even though I had cancelled this. So I called CS again. Firstly, to cancel my install again and secondly, to find out the status of my request to fix all the damage done to my home.
They cancelled my install again. Then the agent told me that she would update my request to "urgent" in their system. A few minutes later I received a call from the carpet installer asking what day I was going to get this installed. Not sure why that even happened, since I specifically said I wasn't even sure that carpet install was going to happen after all the damage caused by the flooring.
I received a phone call hours later asking me to send in pictures of the damage in an email. Still no update on when I was going to have a working toilet in my home again. I sent in a ton of pictures of the fridge and paint damage as well as the garbage left behind. All were blocked by their company email server. I emailed him a separate time, without pictures, letting him know this. I heard nothing more that day, Thursday, January 12th, 2017.
This morning, Friday, January 13th, 2017, I received a call back from Empire. They want to send someone out to "have a look" at my toilet on January 18th, a full week after breaking my toilet. Not fix it, just to look at what needs to be fixed. I'm not sure why they think it's okay to leave me without a working toilet for even that night, let alone a week. I told them it needs to be sooner. I'm not sure why this is so hard to take care of, there's tons of plumbers around who can make house calls. I told him no, that's unacceptable to leave me without a working toilet for a week. He said he would see what he could do and would call me back. I've heard nothing back so far about the toilet or about the reimbursement for the damages done to my home.

Basically I purchased carpet from empire on 12/2/15 and the representative showed me all they had, I supposedly purchased the thickest and the best that they had, well when the installers came to install the carpet, the carpet they had was a joke, pieces of the carpet was falling out in the street once I ran my hand through it. The carpet that was brought to my home was know where near what I agreed on, once I called "Empire Today" they had the audacity to tell me to contact the sales representative and speak with him about the situation, are you serious? The typical bait and switch.

Empire sales representative went out of his way to accommodate my requests even after the product was delivered. The installation was easily altered per my request for a variation of the process. The whole experience was surprisingly easy

I had tile work done by Empire Today, I would not recommend this company. The tile work was sub-par. Three times they came back to fix the problems, from uneven tile,
grout lines to grout that was missing. They installed quarter round molding to cover up the missing grout. After paying almost $5000.00 I'm very unhappy with this company.

We recently purchased installed carpeting for two rooms in our home from Empire Today, which is now inside the [redacted] store at [redacted] in Clearwater, FL. We were extremely pleased with the whole process. We had gotten several quotes, and Empire Today was by far the most reasonable and inclusive. The salespersons were professional and friendly and the installers were outstanding as well.

We appreciate the customer contacting us regarding their concerns.
face="Calibri">The local office completed a conference call with the customer and the finance company today. Repairs are scheduled for Thursday February 16th.

We had carpet and vinyl installed in January 2015. The carpet was perfect and the installers were fantastic. The vinyl part was a nightmare. We were told they would tear up the existing floor. The 1st crew came out and said there was moisture under the old flooring and left abruptly. So my husband and I tore up the flooring ourselves. A separate crew came the second time. They did a rush job and the floor bubbled up. We called customer service SEVERAL times before we were told an inspection would be done. We even called our salesman since customer service was giving us a big runaround. He was appalled by the bubbling. Empire sent the same crew that installed the vinyl to do the "inspection" of their work. Unheard of. So getting no where with customer service, we ripped up the vinyl ourselves. The same crew came back again and installed again. The time lapse of all this prevented us from moving in (over a month) and jacked up our heating bill as we were advised the temperatures had to be higher for the the vinyl to set right. This is January-February so heating is costly. We got no compensation whatsoever for all our trouble.

I had the best experience with them from sales to installation great job

THIS COMPANY IS THE ABSOLUTE WORST COMPANY I HAVE EVER DEALT WITH.... If your smart nobody will ever call this company for any kind of flooring. Their service, their communication between other employees is a disgrace. I made an appointment with them to have a kitchen floor put in on July 5th (good off work with no pay for this appt).. today is now July 28 and I still have NOT received my floor installation!! the 1st appt my so called product didn't show up on the truck at the company due to the "holiday weekend" they did however take off money for the "inconvenience" now rescheduled for the following Sat July 9th, appt to be set between 12-2 nobody called or showed. nice summer day out we sat around all day now for a second day just waiting, now they apologize and credit me more off of my total, reschedule for the next saturday now mind you all these times we are moving ALL furniture in kitchen to another room! so now we've moved it a total of 4 times out and back in! next sat July 16 a guy calls says he is on his way he will be there in the hour, he gets there looks over the job said that they did put the "luan board" in his truck that was obviously included in my total that I had to pay for. he would be back with in the hour he left and never cam back never called nothing! AND you cannot get through to ANYBODY on a saturday because nobody works on saturdays! so now I call monday they apologize they have no idea what happen the Luan board WAS on his truck the manager said HE put it on there hisself! credit me more money to reschedule! I reschedule for the FOURTH time this past saturday the 23, guy comes out gets ready to lay the floor he says we don't need to use the Luan board that I supposedly need and I paid for! so now I'm livid! Now I do not want him to do the work until I know for sure that I'm getting reimbursed for the 624$ worth of luan board that they charged me in my total! so now if they take off that Luan board my total is practically nothing due to there lack of running a business and all of there no calls no shows on my 3 other appointments! so I send the installer on his way and cancel for the day because I cannot speak to anybody until monday to see if I am getting a refund for the luann board that I paid for that I no longer need! I speak to the installation manager monday he says 624$ will be credited to your total that we can reschedule FOR THE 5TH TIME! That a different manager, will call me back to authorize the discount and reschedule. since day one July 5th 2016 until July 27 I have spoken to 11 different people! nobody knows anything about my issues I had to explain the same story repeatedly over and over again! so monday no call back to reschedule tuesday they say "somebody will call me back in 5 min"! in the mean time I'm calling and texting numbers that different managers have called me from with no response! finally wed july 27 I get a call from a guy I have never spoke to he said the information that the installation manager gave you was incorrect we can no longer discount you any more money ! and he let me know that the luan board that they said I had to purchase was NEVER ADDED INTO MY GRAND TOTAL! but is on my receipt (luan board to be laid in kitchen and small bathroom) this company is full of [redacted]!!!!!!! I DO NOT RECOMMEND ANYBODY DEAL WITH THEM EVER!!! MORAL OF THE STORY I CANCELLED AFTER 5 WEEKS OF APPOINTMENTS AND TOTAL BS!!!! I HOPE EVERYBODY READS THIS AND CALLS SOMEBODY ELSE!

I purchased carpet for my family room from Empire Today. It was an excellent experience from start to finish. The sales rep provided options and information throughout the selection process which made my decision easier. The installation was scheduled at a convenient time. The installation team called ahead, showed up on time, and was professional throughout the appointment. I couldn't be happier with the carpet and the process overall. I will definitely be a repeat customer!

We had a man from Empire come out to measure and give us a quote. First of all, he brought in all the samples but wouldn't give us a price on any of it individually and never did. That is not good business. How do you know if you are being cheated? They quoted our 1300 sq ft house to cost $23,000. When we stared at the guy like he was crazy, he said, let me see what I can do. So he cut the price in half which was still ridiculous. When he saw that we were ready to see him to the door, he said let me call a manager. And they again cut it in half. By the time he was done "to the lowest he could go". We were down to $6000. He asked us what we wanted to pay and we said our budget was around 4-5k. He then told us we would have to finance it through them for $150 a month. He wouldn't leave until we signed the contract with them. Once it was signed he told us we would be contacted by someone to schedule an appointment to come out and do the floors. We cancelled the next day. And boy was that ridiculous. They pass you to three or four people who try to convince you that you are making a huge mistake and put you on hold for half an hour to make you change your mind. Finally cancelled and I'm glad of it. Those people are crooks. I should have listened when someone else told me that but I wanted to take advantage of their 50 % off deal. What a crock!

ABSOLUTELY THE WORST COMPANY EVER TO WORK WITH.. My carpet only installed for less than 4 months started unraveling and so did my experience with this company. Quick to take your money but 4 weeks later and over 8 calls to get it repaied today was the last straw. After wrong appointment times, NO SHOWS x 2, they CALLED at 7:20 am as a "COURTESY" reminder (WTHECK) and then showed up 8:30 ( not suppose to be her until 9 am on a SATURDAY ) WITHOUT the equipment they need to even start the repair!!!!!!!!! OMGooodness, I can't even express the LACK of responsibility and integrity this company has ..SAVE YOURSELF TIME AND HASSELL --DO NOT I REPEAT DO NOT USE EMPIRE

We have used Empire Today on two separate occasions and have been very pleased with the whole process, scheduling, sales, and installation. We will be using them again to finish our house.
We will also recommend them to all our friends and family.
Thank you
[redacted]

This is one of the worst companies I’ve dealt with. We scheduled someone to come give us an estimate. It is a 2 hour window and we left work early to be home. After the 2 hour window had passed, we called Empire asking what was going on. They said, although it was scheduled they didn’t make it due to a market scheduling error. We were upset we did not get a courtesy letting us know they would not make it out. The woman we talked to was unapologetic and simply asked us to reschedule. We declined the reschedule based on how they handled the situation. The next day we received a call offering us a small discount to reschedule. Again, we declined. They called back once again offering us 50% off materials, 50% off install and $150 off total cost after all discounts. We agreed to reschedule the estimate. The rep provided an arbitrary number, without letting us know cost per square foot or cost of install, etc. Finally she told us she did not know about the discounts offered and she did not honor it. This company is unprofessional and a complete waste of time.

This is my 3rd time having Empire Today install flooring in my home and I couldn't be happier. From their customer service all the way to the installer(s) everyone was very professional and very helpful with any and all questions.

I have used Empire's services twice in the last 8 years. I liked the service and product. However, I decided to use them again when I wanted stairs and a hallway carpeted and I was so disappointed in the quality of the product and installation workmanship. They came back once to hammer down the tack strips as I kept stepping on the nails. This did not solve the problem. Also, I could feel the wood on the stairs and the various bumps so it told me the correct padding had not been used. When I was called by Empire's customer service dept. I told them how unsatisfied I was. They had someone from the main office call me. This person advised me that I would have to pay an additional $200 for better carpeting and would have to come to their warehouse to select a different carpet as the one they installed for me was no longer available. I will never do business with them again.

Did good work in a timely manner