Empire Today Reviews 

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

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.

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.

We recently had our flooring done through Empire, and working with David Gibbons was an absolute pleasure from start to finish. David is the definition of a true professional—knowledgeable, patient, and completely focused on customer satisfaction.During our in-home consultation, he didn't just try to sell us the most expensive option. Instead, he took the time to understand our family's lifestyle, traffic patterns, and design preferences. He brought in a fantastic selection of samples, walked us through the pros and cons of different materials, and helped us find the perfect balance of durability, style, and budget.David made the entire process seamless. He was incredibly transparent about pricing, scheduling, and what to expect during the installation. There were no hidden fees or high-pressure sales tactics, which made us feel incredibly comfortable and valued as customers.Thanks to David's expertise. If you are looking for top-tier service! He goes above and beyond for his clients!

They showed up with wrong color & then I was told extra flooring under my flooring would be needed at extra cost & now a trim would be needed all around after my kitchen, not to mention guys who don’t speak English !! Don’t use this company !

My name is Ernest L.Files. I have a 3500sf home that Empire Today just completed replacing my entire floor. They did an excellent job. The Crew was awesome. Thanks Rudy

Buyer beware. The only positive part of this experience was the Sales department—and that ended the moment the contract was signed.

From there, everything went downhill. Installation appointments were rescheduled four different times. In less than a year, with minimal use, both the carpet and luxury vinyl plank flooring look like they’re a decade old. The floors have cracks, lifting planks, uneven seams, damaged thresholds, and mismatched dark brown plastic trim installed against gray flooring.

The bathroom installation was the worst part. The installer reused an old toilet wax ring instead of installing a new one, causing a leak that damaged the new wood subfloor and leaked into the basement. They also failed to install flooring under the vanity. The damage cost us over $3,000 to repair.

When we repeatedly contacted the company, it took months for them to respond. Their “repair” involved ripping out the brand-new subfloor and piecing it back together. The carpet also began wearing out in less than six months, and we were simply told they “don’t do patchwork.”

This flooring was installed for my 85-year-old mother. Instead of standing behind their workmanship, management made the experience even worse. Dionte, from the Twinsburg office, was argumentative, refused to provide his supervisor’s contact information, and promised reimbursement that never happened. Instead of covering the more than $3,000 in damages, the company offered only $500—and only if my mother signed a release giving up any further claims.

This company failed in its installation, customer service, and warranty support. I cannot recommend them and will be filing complaints with the appropriate state agencies.

Months of empty promises. Overpriced, poor quality, and a “lifetime warranty” that’s a complete lie.

Then came the warranty circus. Empire Today advertises a “lifetime warranty,” but it’s meaningless. Reps flat-out lied and told me they’d called me back when they never did — I have proof they didn’t. I followed up repeatedly by email and got silence in return.

After months of being ignored, I finally had to call and demand a supervisor myself. That’s how I got Garrett. He promised me a callback within 24 hours. That was almost a week ago now. Nothing. No call, no email. Just another person at this company saying what I needed to hear and then doing absolutely nothing.

Every single part of this experience has failed: the installation quality, the customer service, the supervisor follow-through, and a “lifetime warranty” that apparently doesn’t cover any of it.

I had a very disappointing experience with Empire Today. The flooring installation was poorly done, with noticeable issues immediately after completion. The workmanship did not meet basic expectations, and several areas were uneven and improperly finished.

What was even more frustrating was how the company handled the situation afterward. Instead of taking responsibility and working toward a reasonable resolution, they repeatedly tried to shift the blame onto me as the customer. Rather than addressing the installation problems, they offered excuses and avoided fixing the issues they created.

Additionally, we were sold these floors with the impression that they came with a lifetime manufacturer’s warranty. However, when problems arose, Empire Today informed us that the flooring product had been discontinued, which made it even more difficult to get proper support or resolution.

Customer service was unhelpful and dismissive, which only added to the frustration. When you invest in new flooring, you expect both quality work and accountability—unfortunately, Empire Today delivered neither in my case.

I would strongly caution others to carefully consider their options before choosing this company.