Empire Today 5897 Allentown Road, Camp Springs, MD 20746

"Go with another company. These people are rude and sell carpet that doesn’t even go on the correct flooring. Then they give you a hassle to cancel it. Their customer service is the worst that I have ever seen. Use 50 floors or let a raccoon do it you’d probably get better results and better customer service."

"Horrible I’ve had hardwood (2) times now and it still has gaps and chips all over. Do not use this Comapny they are offering 50% refund and that’s only if I give them the flooring back I’m like are you all serious you owe me money for damages. STAY AWAY FROM ENPIRE"

"Since day one Empire has been less than satisfactory. We were looking to get real hardwood floors, but were pitched on their top of the line LVP for its durability. We did the whole house, main and top floor including the staircase. On installation day, our ceiling fan was accidentally smacked and broken, which Empire replaced. Then the floor in our kitchen needed to be redone multiple times due to gaps, weakness and missed areas. Then I could not purchase materials from Empire for the floor trim for a closet remodel without paying for them to do installation. So if you want to match your floor by remodeling or extra work you can't just get the material. I have had Empire come out multiple times for repairs since install. The floors are 2 years old. The LVP we were sold is not durable. The material chips and flakes off. I had LVP replaced on stairs once under warranty and now it is again flaking apart and is no longer under warranty. So they want me to pay to repair defective material. Either there is a design flaw with material used for our LVP or it is not as durable as they claimed when it was sold to us. I do not recommend Empire. I am now going to have to repair LVP myself on my staircase because I am not going to pay Empire more money. We have already exceeded $14,000 dollars with them. Wishing I went with someone else and got real hardwood."

"Empire Sales Rep tried to rip me off. Mgmt knows and does nothing I sent the following to Empire Today headquarters at 333 Northwest Ave, Northlake IL 60164 In my entire life until now I had never encountered the extent of blatant misconduct from a sales representative, then lackadaisical mismanagement from leadership as I’ve witnessed with Empire Today since becoming your customer in November 2021. I am writing to you because in more than six months I’ve received no resolution for the following issues pertaining to my $1,800 project. During my In-Home Estimate in Annandale, VA on November 2nd, 2021, my Sales Representative [name removed] fell in love with a piece of artwork that I own on the basis that his wife would enjoy it, and offered the direct exchange of the Empire Service Plan valued at $250, and implied that if I did not trade the item then I would pay for the ESP out of pocket. (SEE ATTACHED PHOTO) He stopped our discussion at one point early and sent his wife photos of the framed print. Additionally, [he] refused to honor a $250 discount code that I provided him on the basis that he would give me a “better deal.” I later learned from the local Assistant Manager James [last name removed] that the ESP is normally provided to the customer at no additional cost, and that the basis for refusing the discount code was illegitimate. In the moment when [Sales Rep] proposed this trade, I refused the exchange of personal property for company resources, as [my Sales Rep] had already phoned his uncle, a painter, during our appointment, believing [Sales Rep] was doing me a favor by finding a contractor who could help with the early phase of my project. Only then, [Sales Rep] offered to include the ESP in the deal. Trusting [him] and his uncle only led to more problems. [Sales Rep’s] uncle fell short of the agreed upon scope of work, demanded increased payment during an abrupt departure and left the flooring transitions to the Empire crew the next morning who utterly screwed up the installation while [Sales Rep] facilitated from afar. Despite Empire’s one floundering effort to make a repair, to this day it hasn’t been fixed. I wanted to give the team the opportunity to tackle what they already acknowledge is a legitimate warranty issue and keep [Sales’ Rep’s] misconduct out of the picture, but the local manager Doug [last name removed] has been a total deadbeat. Months have passed with his inaction with the warranty, so on April 27th I reported [Sales Rep’s] tactics. [Assistant Manager James] seemed to want to help but committed to nothing. He stated on May 23rd that his team would honor the discount code refused of me, and that [Manager Doug] was picking out new transitions. Nothing has come of it and nobody has contacted me again since I reached out on May 23rd and received his reply on the 24th. In my strong opinion, it is time for the adults to begin making the decisions on behalf of [Manager Doug]. I am asking for your intervention as soon as possible."

"I've owned 3 homes and used Empire for flooring solutions multiple times. The set up and installation is pretty much what you expect from a "budget flooring company". The sales process was quick and easy, the installation set up was a bit slower, but my latest issue was with the warranty / touch up process. We had some damage to the flooring, within the warranty time frame, and as a result, part of the flooring needed to be pulled up. Empire didn't leave us with any extra flooring planks so we was unable to patch it up. We contacted them and someone came out to inspect, that we had to pay $175 for. The area needing patched was 3' x 4', so 12 sq ft. Empire came back with a quote of $2,000 cuz they needed 10 boxes. I hope I'm not alone in wondering why this number seems so crazy. We called to ask about it and they said they had to go with their installers recommendations. We went back and forth and they finally came down to $1,000 to do the work. In this exact home, that needed the fix, we had them install a closet and two full bedrooms and it costed us $2,500 but now they want to do a 12 sq ft area for $2k. The blank area in the image is what needed to be patched. We went to Lumber Liquidators and got a similar pattern for $50 for the flooring and had an installer fix the area for $200. If you want a cheap floor installed then Empire is great but if you want any customer service after the flooring is in place, you may want to look somewhere else. We will never use Empire ever again."