Empire Today Reviews 

Worst experience with a professional company and customer service yet. Brand new carpets for our new home. Within two weeks a strange assortment of stains began developing which we treated multiple times in our own with first a solvent and then hot water. Carpet looked like 20 years old after two weeks and we had specifically gone with the durable stain resistant choice. They instructed me to hot water extract in my own professionally and then submit the receipt for reimbursement. I did and suddenly they stopped responding. I emailed multiple times and finally called where they began the case all over again as if it never happened. I have had no luck regaining my cleaning cost or a response from their team to my multiple emails. Very disappointed. I had better quality and service when I carpeted with Home Depot.

The installers were great! They were hired out. The main business is terrible! Bad customer service. Sold me an extended warranty & now say that the damage is not covered! It took 4 weeks to get them to come out and see the damage. Everything bad about the main company!

It was the worst experience that I ever had with a "flooring contractor" nothing but issues - floor was unlevel so they never leveled the floors, floors cracked, peeled and overlapped, nail pops, put down on existing floor with blaxk mold. It cost over $9,000 to two rooms and a Hallway, costs nearly $9,000 again to replace three year old Empire Today botched installation and not caring about completing the prep before installation.

We had carpet installed by Empire. The salesman said it was great carpet and he sells more than anyone else. So, we had that carpet installed. Right after it was installed, we noticed a hole in the carpet and other places where the carpet was not secured to the floor. They had to come back to fix it. In the spot where the hole was, they just cut out a large square and then glued in a patch. We could easily see that there was a patch and could see the lines. The installer said it will get better with time the more we walk on it. It never got better, and Empire won't do a thing about it. They even said they probably won't do anything but if they have to send someone, they will charge us to come to our home. It is now 3 years later, and all of the carpet needs to be replaced. It is just garbage. One would think, even without the patch that carpet would last longer than 3 years. Whenever I called in regarding the patch, I got rude customer service. Once person even said she will put me on hold, and then hung up on me. Didn't call me back if it was a mistake, just hung up on me. I then called back, got another guy, who asked me if I had a name, and then when I gave him my name, gave me a rude response that he needed the name of the person that I was calling as if I was supposed to know that. Long wait to get someone also. I tried the we will hold your place in line and they will call me back. Took a day for them to call me back. Of course, I wasn't able to answer when they called so I had to call them back and wait again. Funny, they will answer right away if you call the line for a salesperson and not make a complaint. Never going there again. The price is cheaper, and you get what you pay for. Cheap products, and terrible installation.

Well to start off the salesman over sold the job on the process and the quality of the flooring then told that they would sure the main flooring be within 1/8 “ which they never check and the subfloor ended up being 3mil plastic sheeting, I contact customer service and they told this is what you get and there is no adjustment to the job, I have use them before and was never treated this way and there no way to use again or give them a recommendation shame on you empire flooring

1.) We were told a sub floor would be installed to make the floor level with the next room. Not done, floor not level with the bathroom or the hallway causing a trip hazard, especially at night.
2.) We were told the base boards would be pulled up and the new flooring would be flush against the wall and the base boards would be reinstalled, not done and craping molding applied which looks bad to hide what they did wrong.
3.) Price we were charged over inflated for the job
4.) Numerous phone calls have been made with zero resolution. We even had a manager come out and still no resolution.
5.) Would not recommend Empire Flooring. Stay away and run!! Not happy with them.

First contact on April 27th, 2026. While my initial sales rep Barry and the actual installers were polite the company’s logistics and customer service are a disaster. I was rescheduled 3 times before the initial installation. The installers were not given sufficient carpet for the master bedroom, leaving a massive seam and severe manufacturing line discoloration.It has now been 4 months of trying to get the master bedroom replaced. I have experienced 3 more cancellations, 2 complete no-shows with zero phone calls, and yet another cancellation on August 10th. I am 70 years old, disabled, and exhausted by the constant physical and emotional stress of moving our clothes and items out of closets and drawers and pictures off of the walls for appointments they do not keep. I've just left everything in other rooms at this point. Even emailing the CEO, Brian Hutto, only resulted in my case being passed down to a manager who has been on the job for three days. They have already taken payment through a credit card they opened in my name, but the job is completely botched and unfinished. It is now August 13th, 2026. Nothing has been setteled because I do not believe if I do make another appointment, they will NOT show up. Save yourself the immense stress and find another company.

The craftsmanship of the installation was very amateur, not professional. The quarter round in the baseboards have gaps, and the nails are sticking out of the carpet and one of my children stepped on it. The installer also ripped my existing carpet I had prior to installation. I contacted empire about the bad craftsmanship and I’m still waiting to hear back. It’s been over a week and I have heard nothing. I have called a couple times and yet I have not got a response. They were very eager to speak with me before the installation but now it’s been zero contact. I am still waiting on response

I had Empire Flooring lay my kitchen floor a year and a half ago. It has separated all over my kitchen. Three people did the job. Sixteen years ago, one man laid my front room floor, and it is just now starting to show signs of wear. Nine years ago, a man laid my bathroom floor, and it is still in great shape. The three people from Empire did a terrible job laying flooring.

Well the trim didn't match the PVC laminate , the installation of the trim was horrible,our house has been a cluttered mess for a month and a half, they came out and redid the trim in hallway and one of the 4 bedrooms the other bedroom had all the furniture in it so they couldn't do that one at the time, we had to replace the subfloor in the 4 Th bedroom that was supposed to be done, we fixed that within a week , just got that floor put in today which is a month and a half later and they were supposed to redo the trim in the 3rd bedroom, but guess what they didn't have the product with them to do it , also requested the team that redid the trim in hallway and other bedroom to come do the last bedroom,and everyone I talked to said no problem we can make that happen, well they didn't got the same team that did the first 3 bedrooms and hallway, I WOULD Not recommend Empire Today to put flooring in a dog house O am so disappointed with their customer service and lack of trying to make all of this right, we have already made a payment, one year no interest, and the job is still not complete, it is now 8/21/26 and no one has contacted us to complete the job, I think 7 weeks is quite long enough to wait to have the job completed

The sales person who visited was great. She took her time and walked us through each step and explained everything thoroughly. The installation is a different story. They put in our carpet and we keep stepping on small, sharp items that we are guessing is the strips they use to hold the carpet. Getting a call back about that issue is proving to be next to impossible. The guy who came to do our bathroom tile brought two different colors, so didn't have enough. We were told that the truck would be in on Friday and we were first on the list for Monday. We heard nothing and called. I was told that I was wrong and was never told that, they would be out on Wednesday, for sure this time. I guess we'll see what happens. I hate being lied to and misled.

Extremely Disappointed with Empire Today Poor Communication, Poor Planning, and a Major Disruption to Our Home

My wife and I met with an Empire representative, Matthew, on July 10, 2026 to select new flooring for our home. This was not a small project it involved replacing the flooring throughout our entire upstairs, including the kitchen, dining room, living room, family room, hallways, bathrooms, laundry room, and bedrooms. After choosing our flooring, we scheduled the installation for August 6 and August 7 2026.

For nearly a month, we believed everything was on schedule.

Then, at 11:30 this morning before our installation day, we received a text message stating:

“Just received a call saying your installation was delayed due to product availability. I’m awaiting more details. They say they left you a message. I will contact you later.”

They called at 11:15 am. No explanation. No apology. No solution. Just a text message informing us that, after waiting nearly a month, the flooring we selected was apparently unavailable.

Our biggest question is this:

Why wasn’t the product availability confirmed when we selected our flooring on July 10th?

When customers choose flooring, there should be a process to verify that the material is available before installation dates are scheduled. If the flooring was unavailable, why weren’t we notified weeks ago so we could have selected another option? Instead, we were informed at the very last minute, after we had already rearranged our entire lives around this project.

This has created an enormous inconvenience for our family.

Because the installers were scheduled to replace flooring throughout our upstairs, we spent days preparing our home. We moved virtually everything into our basement bedroom furniture, living room furniture, dining room furniture, kitchen items, laundry room items, and countless personal belongings. Our home has been turned upside down.

As a result, we are now living out of boxes and sleeping on air mattresses while waiting for answers.

To make matters even more frustrating, after receiving the text message, both my husband and I repeatedly tried calling Empire. Our calls have gone unanswered, and no one has returned our messages. The lack of communication has been just as disappointing as the delay itself.

This project was a significant financial investment. We chose Empire because of its reputation, believing we were hiring a company that would provide professional service, excellent communication, and reliable scheduling.

Unfortunately, that has not been our experience.

At this point, our confidence has been shaken. If we are unable to reach anyone before the installation even begins, it raises legitimate concerns about what would happen if we needed assistance after the flooring is installed.

We understand that unexpected inventory issues can happen. However, how a company communicates with its customers during those situations speaks volumes about its commitment to customer service. Waiting until the day before installation to notify customers after they’ve prepared their entire home is simply unacceptable.

We believe Empire Today should seriously review its inventory verification procedures and improve its customer communication process so other families do not experience the same disruption that we have.

We also believe we deserve to be fairly compensated for the significant inconvenience, time, stress, and disruption this delay has caused our household.

We sincerely hope our experience serves as constructive feedback for Empire Today and as helpful information for anyone considering using their services. We hope no other family has to go through what we have experienced.

Empire came out quick to sell my LVP install in three rooms. Two of the tree is coming up almost immediately, they are creating fake reasons its happening none of which are exclusions to the warranty. First it was the chairs, then when it was problem it wasn't chairs then it was the chair mat covering it, both of these were in one room but the flooring is coming up in both. Complete scam don't trust this company. BBB, AG, TP and next stop attorney.

The sales consultant Michael Mitchell was awesome. The installation was great. Luis Nurga was my installer and did an outstanding job. Would recommend him. He worked very hard.

Empire Today – Denver Location
I want to sing the praises of Empire Today. We had a great sales rep who got us what we needed with no high pressure at all. The price was right in the ballpark we were looking for. The materials were fine, with great warranties in the colors we wanted. Just a week later, Fernando Flores arrived on time, moved heavy oak furniture for us, and completed a beautiful installation in one day, returning all the furniture to its original position. The next day, our Luxury Vinyl Tile was installed by another great crew, with good communication and a beautiful finished product. If we have more work to do, we'll definitely go again with Empire!

I purchased carpet and wood plank flooring from these crooks in 2023 and at the time paid $1000 extra for a 5 year warranty. Today i called them because my wood plank flooring is starting to pop up and i was told i didn't get a warranty but instead got a service plan. Well whats the difference? After asking to schedule a servcie call with a very rude fellow named Mike I was told that the wood floor i have is obsolete so they will not be honoring the service plan. These guys literally stole $1000 from my wife and I. I gave them money for a servcie that they refuse to provide. This should be criminal. This is how class action lawsuits start. Anyone reading this beware that this company will steal from you the way they stole from me. If you use this company after reading this you get what you deserve.

Update to the original review because it just keeps getting worse. So Mike the douche ended up calling me to schedule a servcie guy out. The same day Mike called me, a senior manager called me to apologize about Mike being a douche and told me he and his new operations manager were going to come out to my house the day of the service call so that they could see what the problem was and ultimatley wanted to meet me and make sure I was happy. At the time the operations manager was in a training so he wasn't sure when they would be out but was going to call me back to schedule the appointment. It's now going on four weeks and I haven't heard back from this guy. Some management huh? So that Saturday Mike the douche sent somebody out who was very nice and knowledgable and he agreed it needed to be replaced. Later that week Mike the douche called to schedule an appointment for the replacement but said my existing flooring was obsolete. He said that they were going to install something extrmemely similiar. When i asked him for a picture of what it looked like he refused to send me one. I have now called Empire 2 times and left messages and never received a call back and my wife has called 4 times and actually spoken to someone and everytime they tell us Mike the douche would be calling us for a picture. Thats gone on for 2 weeks now and Mike the douche hasn't called. Again, whoever is reading this if you go with Empire for your floors don't say I didn't warn you.

Had a great experience with Sales Manager Jennifer out of the Kent location. She helped resolve any issues we had and was friendly and communicative during the entire process! We appreciated her help so much and our carpet install looks beautiful!

Well put down payment half. Then carpet people informed me asbestos tile cannot do the job until removal. So why would you take second check file electronically payment and the job is not being done AT ALL PERIOD. Over $3,500. I NEED MY MONEY BACK OR WILL SEEK LEGAL HELP. TOLD BY CUSTOMER WILL SEND MONEY ELECTRONICALLY BACK AND THAT IS A BOLD FACE LIE.

we had a fantastic experience with Empire Today! We had a major water leak and that caused us to need to replace our floors.I signed up online for a consultation and Daisy came out to our house and brought lots of floor samples. She explained the differences and similarities and answered every question we had. It was so nice to see the samples in our home so we could visualize what they would look like installed. Daisy made the process easy. She was on time, she brought lots of samples, and she helped us think through our decision. We picked a neutral laminate and then we had to wait while the kitchen cabinets and shower were installed. During that time we called with questions quite frequently, and she was always there to answer them. After the cabinets in the kitchen were installed, I asked her to bring out the floor sample we had chosen to make sure it matched. She was so great anbout it and scheduled a time right away. When she came out, we realized that it did not match so we looked at the samples again and we picked one that we absolutely love with our cabinets. Her installers were excellent! They were on time, they took care of everything, and our house looks so beautiful with the new floors! It was completely installed with beautiful baseboards in only two days. I would give Empire Today and Daisy my highest recommendation to anyone looking to get new flooring! We love the updated, stylish, high-quality flooring, and I know we will enjoy it for many years to come.

Thank you so much! Christine and Terry

We had the whole house completely redone by Empire. The installation is easy enough, but we paid extra for the protection plan and they WILL NOT respond or help in that matter. Any scratches or stains are supposed to be covered, but I have reached out on two separate occasions and have been unsuccessful in getting the service to repair the issues.

The most recent time I finally got to a point where I could "submit a claim" where I provided pictures of the damage, and they just denied it. I have been on holding waiting to talk to someone for 57 minutes. I would not recommend them at all, save yourself the hassle and pay the extra money to go to a reputable company.