
Empire Today Reviews
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About Empire Today Reviews
Empire Today has provided carpet, hardwood, laminate, vinyl tile flooring, and window treatments to more than 3 million customers since 1959. The company brings hundreds of samples to your doorstep, and a sales representative helps you choose a floor, takes room measurements, and provides an all-inclusive price estimate. Professional installers can install in-stock styles as soon as the next day. The company offers competitive prices and comprehensive warranties.
Pros & Cons
Pros
- Professional measurements
- 1-year limited installation warranty
- Brings product samples to your home
Cons
- Limited financing options
- Consultation required for estimate
Bottom Line
Empire Today brings the shopping experience to you with its in-home consultations and professional flooring specialists. Price quotes are only available after an appointment, but there is no obligation to buy.
Empire Today Reviews
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Reviewed Sept. 10, 2023
Empire's customer service was great. They were friendly, efficient, and fast. I would tell others, “Call them today and you'll have it by tomorrow.” They came out two days before the 4th of July, and I still got it done before the 4th. It was sweet. The carpet's quality is great. It was what I expected.
Reviewed Sept. 10, 2023
The gentlemen who came to the house did a good job. I asked him specifically what carpet would be included with the discount and we found what we liked. We had a little difficulty originally because the carpet we wanted wasn't available, and it was gonna be a while. Somebody called and suggested a change but we didn't want to change it. That delayed the installation a little bit. But we were very happy with the installer. The guy who headed the crew was very personable. They didn't rush the job. We're very happy with the carpet.
Reviewed Sept. 10, 2023
I purchased carpet for stairways and laminate flooring for the basement. They called us to let us know the installers were coming. They were on time and installed in no time. They did excellent work and made it look really simple. They busted their butts and did a great job. Working with Empire was seamless.
Reviewed Sept. 10, 2023
I used Empire in the past and I used to like them. I wasn't happy this time. They always have these ads on TV about how they're having a big sale. I called them but the rep said, "Oh, what you want isn't on sale.” I asked what was the best deal I could get and I wasn't thrilled with the price. We had to haggle a bit. The installers were very nice but the padding feels like I'm walking on the sidewalk. With my other carpeting, I felt like I was walking on a cloud. They told me I got the best padding. I said, “No, I didn't. Because I’ve bought from you before. So either your quality has gone to crap or that's not true."
I know they're not gonna come in and rip everything out and redo it because that's a huge expense. But they weren't even nice enough to say, “Hey, if you use us again, we'll knock 20% off your bill. We wanna make up for this." When I called to bring it up, the rep was very like, “Oh, well. Too bad. It's already done.” That wasn't a very nice attitude and it left a bad taste in my mouth. She could have turned it around. So I said, "All right. Next time, I'll call Home Depot before I call y'all.”

Jenny, we always aim to deliver a great experience and are gutted when we don’t meet expectations. Thanks for taking the time to bring this to our attention. We will use the feedback to improve and ensure this doesn’t happen again.
Reviewed Sept. 10, 2023
The rep was very knowledgeable and he was a local guy. I liked him. He also had plenty of product choices. We were able to come to an agreement on the price that was reasonable. I went with the 12 millimeter vinyl planking that I really liked for the basement. A father and son installed it and they did a really good job. I highly recommend Empire. I would use them again. I have an apartment I gotta do, and then I gotta do a place in Florida, so I will definitely call Empire first.
Reviewed Sept. 10, 2023
The installers were very quick. They did very good work and they were very competent.
Reviewed Sept. 10, 2023
I had carpeting done and their rep Joel was great. They sent a crew out to install it and they did a good job. I'm so impressed. The flooring is excellent and it feels great.
Reviewed Sept. 10, 2023
I had hardwood floor installed by Empire. I called them and they sent a person out to give me an estimate. The rep brought the flooring and put it all down, and explained the different types of floors. I love the flooring. I just had an issue, originally, when they came out to install the floor. They tried to charge me more. I told them if I wasn't gonna get the price that I was told by the salesman, that they could leave. And it got resolved after that. But it took a while for that to get resolved, probably an hour. I didn't think it should have been that hard of a process when I specifically had a contract sitting right in front of me. But other than that, I was happy with everything.
Reviewed Sept. 9, 2023
They took care of all my needs. They answered all my questions. It was a fast experience. They did everything that I asked them to do and they did a really good job.
Reviewed Sept. 9, 2023
The rep had a lot of samples and talked real good. There were two very nice gentlemen that came out to do the installation. They worked consistently.
Reviewed Sept. 9, 2023
Empire Today did carpet in the previous home. We knew we wanted laminate, and it was just a matter of the Empire Today's rep talking to us about the different options whether it was padded or not, and if it had a wood back or padded back. Empire Today did a great job installing laminate in three bedrooms. They did it very quickly. If we spilled water on the floor, it was okay. We just have to clean it up. And it was just a wipe clean or vacuum. I’m happy with Empire Today.
Reviewed Sept. 9, 2023
Empire Today did a wonderful job. I called them then their reps came and did an estimate. I ended up buying laminate flooring and carpet for four rooms and the installation took two days to complete.
Reviewed Sept. 9, 2023
Last year, I was going to purchase the hardwood for the first floor but the agent that Empire Today sent was obnoxious. But this time, the salesman was very good, nice and fair. I already have a hardwood floor on the first floor. So, I just chose the closest color to the hardwood because they don't have the white plank. It's in the rooms on the second floor and it would not matter. We have two rooms and there were two groups who installed it and they were very professional. I was satisfied when they walked me through it but that night, when I walked barefoot over it, there were some areas where there were splinters. I called Empire and they sent a guy who fixed it the next day.
Reviewed Sept. 9, 2023
I like my floors but it makes a lot of noise. I don't know if they could have done something better with the padding. If you drop something on the floors, my husband's over in the bedroom would say, "What happened?" and it was only a fork that hit the floor. Empire had an ad running for $99 for any room and the carpet and the laminate. I called them but I found out that that was wrong.
Reviewed Sept. 9, 2023
They put a hardwood type of laminate down in my living room. The rep came up and showed me the paper and had me sign it. The installers came in and they moved the furniture. They took the carpet up, got all the nails up on the floor and prepped it. They took a little lunch and then they came back. I said, “Just you two?” He said, “Yeah.” It didn't take them long to put it down and put the molding up. And they were finished.
Reviewed Sept. 3, 2023
The salesman was very knowledgeable and really helped me a lot with my decision-making. He showed me samples and negotiated with me because it was a certain price I needed and he was able to help me with that. For the installation, they came on a rainy day and they tried really hard to get me that rug in that day. I didn't have a garage or anything and they couldn't cut the carpet that day. But they came first thing the day after. They did the installation extremely fast and never interrupted my routine at all. We had two rooms and a hallway done. I left and when I came back, they were gone. They contacted me saying that the installation was done and to make sure I check it out. I did and it was done very well. We're very pleased.
Reviewed Sept. 2, 2023
I was very happy with the salesman of Empire. It was a very pleasant and accommodating experience. The workers were also very pleasant. Everything went fine. Right now we're happy with the floor.
Reviewed Sept. 1, 2023
The salesperson was professional as well as the installers. They were good and cleaned up and I'd use them again. It was a good experience with Empire Today. The price is a little bit high and could be better but that’s okay. The work was done the way I wanted it done. I had flooring installed in the living room and the hallway and I love it. It's very nice. I can walk through here with bare feet. I'd recommend Empire Today. I tell anyone about any retailer shop around for the best price, but if I were gonna use Empire again, I'd make sure they're running a special on the installation and carpet.
Reviewed Sept. 1, 2023
I had vinyl flooring installed on my staircase and upstairs. Working with the installers was good. They cleaned up everything. If they had a question or wanted to know a specific way that I wanted the floor to go, they asked me. The flooring is an excellent product. I got a good deal.
Reviewed Sept. 1, 2023
I purchased laminated flooring for two bedrooms. The techs assessed the areas they would be working on and started moving items I left there. I had an area in my back bedroom floor that one of them needed to clear with the other if it could be built up or fixed. Once he conferred, everything was good. I was impressed with their work They were very efficient and they cleaned up when they left. They put everything back in place.
The rep was very professional. But after my floors were installed, I was wondering where a noise was coming from when I stepped on a certain area on my floor. I called him, he never called me back. Other than that, the flooring is beautiful. The color is my favorite. We highly recommend Empire.
Reviewed Sept. 1, 2023
Empire was great. They installed carpet and the installers moved everything. I like the carpet in my room a lot and the colors are great. But that was the one that came with the padding underneath and it's not as soft as the other rooms that had the padding added to it.
Reviewed Sept. 1, 2023
My parents used Empire, and they recommended me to use them. I used them for when I got my first floor done, then I finished the rest of my house. Empire was great the last time as well as this time. The recent project took two and a half days. It was faster than I thought it was gonna get done and they cleaned up well. There was a bit of dust, but that's normal. It looked really nice when we went in there as well. If I'm having flooring done again, I would definitely use Empire again. It was an easy process, and it was a decent price.
Reviewed Aug. 30, 2023
When we first bought the carpeting from Empire Today, it wasn't what I wanted. But the guy kept saying, “This is all we got.” So, I ended up going with the light carpet. But I didn't like it once it was laid. Then they found the flaw in the carpeting. The guy that came to inspect it brought in a board with different carpets on it and he had a darker color that I liked. I said, “Why couldn't I have gotten that? Every time I saw something I liked, the guy said, ‘Oh, we can't get that.’” He said, “Well, you can get this.” Since it was a manufacturer problem, they went ahead and put the new carpeting in in the color I liked. We got the one that they originally laid picked up and they put this new one down.
Reviewed Aug. 22, 2023
We used Empire to replace our carpet in the finished basement. The installers carpeted over tile at the entryway that was not supposed to be carpeted leaving a lip and incline in the floor. We had to have the carpet pulled up and tile removed. We also purchased the protection plan that covers accidents, tears, snags and unraveling. We have a 5 foot tear and multiple snags. I contacted Empire to have them repaired under our protection plan and the claim was denied. They want to charge me $600 for a repair that should be covered under the protection plan.

Jamie, this is not the experience that we wish for our customers, and we sincerely apologize for your experience. We've located your order and will be in touch with you shortly to discuss your concerns.
Reviewed Aug. 22, 2023
We had LVP installed in our new home in 10/2021. We were sold a floor we did not want because the style we chose was "stuck in a shipping container" and did not have an estimated date of arrival. We needed to have a floor installed in our new home before we moved in with our toddler and newborn. Therefore, we had to choose a second option although Empire Today guaranteed they would install our floor before we moved in. We were told there was a lifetime warranty on the floors we purchased. We started experiencing lifting of the floorboards by 01/2022. When contacting the company they said the warranty had expired and we would have to go through the distributor of the floor product.
At this time I now have at least 20 spots where the floor is lifting, multiple scratches and even a floorboard that is CHIPPED. When the representative came to our home he said the "moisture" reading was too high and this caused the issues with the floor. However, the moisture level in the children's rooms read appropriately and floor boards are lifting in there. We have laminate in our bedroom and there is NOT ONE ISSUE. This is disgusting customer service. The representative said he would need to take out a FULL circle of the flooring and have us pay to fix it. We want Empire Today to pay to fix it and pay a NEW company for NEW flooring because of how TERRIBLE they are. WORST decision EVER.

Hilary, thank you for bringing your concerns to our attention. We've located your order and will be in touch with you soon to learn more.
Reviewed Aug. 21, 2023
This overall experience had not been good at all. It's almost been a month and still no installation has been done. The representative came is smell like ** should have been my red flag. All measurements were done during consultation but when installers came out only 3 rooms were on the agreement. I was told to let them do the work and come back for the extra rooms (I would have transition strips separating rooms vs 1 clean pieces of work). Now I'm in contract but they have to come and release the extra rooms but I'm getting the runaround on when someone will be out. This whole situation just seems so unprofessional from a well known company.

Wallace, this is not how we like to do business, and we deeply apologize for the lack of response on our end. You deserve immediate attention, and we hope we can turn this around for you. We’ve located your account and will work closely with you to rectify this matter.
Reviewed Aug. 18, 2023
Carpet Installation Fiasco with Empire Today. On 8/15/23 at approximately 12:15 pm, Eric, an installer with Empire Today arrived to install carpet for my three bedrooms.
Problem #1: Upon the pre-walkthrough, he did a remeasurement of the rooms and stated that he did not have enough carpet materials (including padding) to complete the job. He called his supervisor, Jamie, to discuss the matter with her. I also called the Customer Service Department and spoke with Tiffany. She completed two service tickets—one for material shortages (**) and the other for next day-same day service (**). I asked to speak with a supervisor or manager. Tiffany transferred my call to Shannon, which was no help at all. She basically just reiterated what Tiffany stated and offered the number to the Installation Manager, Jamie (877/588-2894 EXT **).
My Recommended Solution:A. I asked if I could pay towards the remaining balance due of $2,117.50 and allow the installer to complete the job with the materials he had on hand and reschedule a date for him to complete the job. (Note: I was willing to pay $1,000.00.) I was told that according to Empire’s protocol that that was not an option.
B. I asked if I could cancel. I was told that I could only cancel within three days of the initial contract date. So, basically, I will forfeit a chunk of my initial $1,000 deposit.
Moreover, I called my Sales Representative, Cole. However, it was to no avail. He basically stated that once the sale was made, my account was delegated to the next department to handle and that his hands were tied. I informed the installer that I will proceed with the installation and paid the remaining balance of $2,117.50 and received an authorization number of 347804. However, to date, I have not received an email confirmation of the payment transaction from Empire Today.
Problem #2: The installer proceeded to install the carpet in the second bedroom. I was watching a movie in the living room and noticed frayed pieces of what appeared to be gray carpet that dropped on the floor. I proceeded to the second bedroom to further investigate. As I suspected, it was indeed GRAY, which was NOT what I initially ordered. I ordered Elliston Atrio, which is a brownish color to match the color scheme already established for the bedrooms. Also, the texture of the carpet that was installed was not plush as the sample that the sales representative provided on the date of the sale (7/29/23). I suspect that the carpet delivered is a lower grade and I am a victim of a “bait and switch” sales tactic.
I called Customer Service for the second time and spoke with Sherry. I informed her that the carpet that was delivered and installed in the second bedroom is NOT what I ordered. She apologized and completed a service ticket (**) and stated that my account would be escalated to a manager and that a manager would call me back. In addition, the installer called his Supervisor, Jamie, and informed her of this second dilemma. Since no form of management was returning my calls, I asked the installer if I may speak to Jamie on his phone to determine a resolution—a new carpet installation date. Upon speaking with Jamie, she stated that the earliest that she could get the CORRECT carpet (Elliston Atrio) would be Friday (8/18/23) and that I would be scheduled for a morning appointment.
On 8/16/23 at approximately 9:55 am, I called Customer Service to confirm the NEW carpet installation appointment. I spoke with Ben; he confirmed that the NEW carpet installation date is August 18, 2023, in the morning. I also stated to Ben that I have not received a call from any form of management regarding my several complaints Tuesday. He apologized and transferred me to Anisa (Customer Service Supervisor). I informed her that I spoke to Shannon (Customer Service Supervisor) Tuesday and that I needed to speak to a higher form of management.
She transferred the call to Austin, Sales Manager in the Memphis, TN, region. I discussed my several grievances with Austin and texted him a picture of the INCORRECT gray carpet that was delivered and partially installed on 8/15/23 at the number he provided. He apologized and confirmed that the new carpet had been ordered and that my installation is scheduled for August 18, 2023, in the morning.
On 8/18/23 at approximately 8:05 am, Eric, the installer arrived to install what was supposed to be the CORRECT carpet that I initially ordered. Upon inspection of the carpet, it was NOT the same color or grade of carpet that the salesperson (Cole) sold me. This appears to be a bait-and-switch tactic. I asked the installer to call his supervisor to discuss this matter. Meanwhile, I called customer service and spoke to Rama. I immediately asked for a supervisor, so he transferred the call to Shannon, who was NOT helpful from the previous call on 8/15/23. I tried explaining my situation to her and she kept talking over me. The conversation escalated, and Shannon hung up on me.
I called back and spoke to Kelsie and informed her that I wanted to cancel and preferred NOT to do business with Empire Today. She informed me that Empire Today would TAKE 25% of the total cost of the project ($3,117.51), which equates to $779.38. She stated that a manager would be contacting me in 24 hours and that I should receive an email regarding the cancellation of the order. I informed Kelsie that her words were NOT reassuring, seeming that I have NOT received a call from ANY form of management regarding the fiasco on 8/15/23.
This injustice continued to gnaw at me, so I called back and spoke to Alex and reiterated the whole story for the umpteenth time. He stated that my account had been forwarded to the “main office” and gave me a reference number for my cancellation of service request (**). Thus, I am FORCED to ACCEPT the gray carpet that I DID NOT order, as the installer had already disposed of my previous carpet on 8/15/23. Also, Empire Today is confiscating nearly $800 of my money because I cancelled outside of the “three-day” timeframe. Empire Today's unprofessional service coupled with gross errors are the reasons why I decided to cancel and take my business elsewhere. This is all out ROBBERY! The level of customer service at all levels, especially management and sales, is by far the WORST that I have ever encountered. LOUSY! I hate that I was ever referred to this company and will NEVER consider them for any future projects!

Tracy, this is definitely not the experience we'd want you or any of our customers to have, and we would like to fix this. We've located your account and will be in touch with you soon to resolve this.
Reviewed Aug. 17, 2023
Empire Today came out on 8-10-23 to give us an estimate on new carpet. After salesman called his boss we all agreed at a price of $3000 total with an 8 lb pad. The salesman said he needed a deposit of $1048.80 which we provided via a check. It was agreed install would be on 8-16-23. Salesman never advised us we would lose our total deposit if cancel contract. When contract came via email, it was 12 pages and the total price listed was $4195.18 and after subtracting our provided deposit we would owe on day of install $3146.38.
I called the salesman and pointed out the pad listed is wrong and the balance should be a total of $3000 not $3146.38. The salesman said a change order would be sent which we received but the same wrong pad and amount was still listed. I did not sign this change order nor did I send it back. On 8-16-23 the installer arrived with the wrong carpet and pad. We refused both, installer notified his boss and he left. We called salesman who never called us back. We spoke to a manager who advised their carpet samples don’t always match what is delivered. He recalled that we wanted the 8 lb pad.
8-17-23 spoke with Empire corporate “Crystal” who we advised we were canceling our contract due to questionable practices of Empire and we wanted deposit back. Was told per page 10 of contract we will not get deposit back. She asked what she could do to make this right? We wanted our deposit. Was told if she was paying $3000 she would have read the contract and we should read contracts in the future. At first we said since you are keeping our deposit we have no choice but to go with empire and she’d send out a salesman. Then I called her back advising we refuse to be held hostage to Empire and we would see what we can do to file the appropriate complaints against Empire Today.

Janice, thank you for bringing this to our attention. This is not the experience that we wish for our customers, and we apologize for your experience. We understand that your order has been cancelled per your request and your refund has been processed.
Reviewed Aug. 15, 2023
The installer came all the way out to my house (43 miles from the warehouse I found out), drove 3/4 of the way down my driveway and then turned around and said he couldn't make it and someone else would need to do the install another day. I called for 2+ hours and spoke to anyone and everyone that would listen and got absolutely nowhere with only a "someone will call you back within 24 hours." Alfred was the absolute worst customer service manager I have ever run across in any business and needs severe training before running off all customers. I was basically told, "Sorry, no one can get out there for another two days, we will not discount $1 for the inconvenience." I was told I could cancel but would lose my entire deposit of $1k. Needless to say I will NEVER use nor recommend this company to anyone. Please do your research as they have multiple negative reviews and I am just another one on the pile.

Dominic, we are very sorry for the delay and understand your frustration. We understand that your installation is scheduled for tomorrow. We'll continue to follow up with you once your installation is completed.
Reviewed Aug. 14, 2023
We purchased the vinyl plank flooring and it was installed on two stair areas, a hallway and two bedrooms. I knew that with Empire Today, we could make our decision and get the flooring installed in a short period of time, and that's what we needed. Empire told us to plan for a four-day window. The sales rep said they would probably get it done in three. But just in case, because I had contractors lined up back to back painting and tile, they said to leave four days. The crew came in and did it in two days. So, we had two extra days on our hands. We couldn't believe how fast, efficient and well done they did it in two days. They were great.
This was a 2007 townhome and the sales rep said the baseboards were those skinny old ones. And he said, "They're not gonna be able to take those off the way we do other baseboards. So, they're probably gonna have to use this little round kind of filler around the baseboards." He also said the painters would come in. So, they could paint them the same color as the baseboards, but that's what we would have to do. When the installers got there, the head guy said, "You're sure you don't want us just to take these baseboards off?" I said, "We were told you couldn't." He said, "Of course we can, especially if you're gonna have them painted." So, it was a better look and installation that they did that. And I appreciated him not just following the work order and asking me for sure if I didn't want those baseboards taken off and put back on. I'm very happy with that.
The flooring looks amazing. It matched the tile perfectly that was already in the kitchen and bathroom. Here's the only downside. It was very dirty when it was installed. They installed it and I knew that there would be dust on it. But walking around with no shoes on, your feet were black. It was so dirty. So, we've had to mop it many times to get it clean. But we got a good video that talked about the cleaning instructions. They said, "Don't put a heavy cleaner fluid on it. Dilute it."
Empire Today Company Information
- Social media:
- Company Name:
- Empire Today
- Year Founded:
- 1959
- Address:
- 333 Northwest Ave
- City:
- Northlake
- State/Province:
- IL
- Postal Code:
- 60164-1604
- Country:
- United States
- Website:
- www.empiretoday.com