Empire Today - Los Angeles, CA - Santa Fe Springs, California

Linda C.

Only giving you a star because I have to. The installation was total crap. The installers were total crap and left a huge mess. I was double billed and still have not been refunded. All I get from you is that everything is resolved and that's a bald faced lie. I have never been so thoroughly disappointed in a company and their handling of the situations produced by their incompetent staff and contractors. You would think a company that's been around as long as you have would know better than to treat people like your mistakes are the fault of the customer. And you won't even give an email address to your corporate offices because you know that you have treated your customers like they don't matter and have blown everything off. I want my hard earned money back! I want my $1,680.50 that you stole from me when you cashed my personal check after taking the payment electronically and I want whoever is responsible for that reprimanded. I'm not going away until everything is really resolved. I want compensation for the shoddy job your contractor did and I want compensation for the huge mess they left.

JMarie E.

First of all let me start by saying that the 5 stars⭐⭐⭐⭐⭐ are attributed "ENTIRELY to the salesperson Ms Daphne Lloyd, the flooring installers Anibal & his partner whose name escapes me and the carpet installers Ignacio, Carlos & Lazaro. They all worked tirelessly and did an excellent job and I'm grateful. They all were very meticulous making sure that everything was done with precision excellence and I learned so much on carpet and flooring installation that the money spent just for the installation was well worth it. It takes a lot to put flooring down correctly and carpet seamlessly, and when I say seamlessly meaning you cannot see where the seams are in my carpet.

Now for the not so good. Sadly I must give the customer service department 1 ⭐. Granted all the service reps that answered the telephone were very professional and friendly. However, when transferring to the people that I needed to speak with regarding my concerns with my revised contract fell on deaf ears. I asked to speak to someone named Hugo who was supposed to be the installation supervisor ( per my sales rep) to answer my question regarding the revisions on my contract and I was simply sent to an unnamed voicemail beep, so I left a message indicating that I needed to speak with Hugo and I never received a call back. That was in December.

I therefore went to the next step and I sent an email. I did receive an email response from Ms Sandra Lugo, Area Accounting Associate ([email protected]) who matter-of-factly told me in the email that my request for an itemized list of charges could not be provided since their pricing was ALL-INCLUSIVE and yes she put that in caps! My reason for the request was that the revised contract "I agreed to" was for additional work to the concrete flooring but after further review of my revised contract I noticed that a line was added for an "excessive furniture move" which I had none of, and the installers agreed that they only moved standard furniture and appliances. Therefore I felt that I possibly was charged for something that was not accurate. I sent Sandra a 2nd email and she simply ignored me! Horrible customer service on the customer service side of things!

I was grateful for the one stop shopping strategy and again, the installers were the BEST!!!!!!!!!! but I am sure that there were line by line charges for everything and to be told that there were none that could be shared with me when I had a question was not acceptable. Just be aware of this when purchasing from them

Chris

RUN!!

Absolutely abysmal service the minute we signed the contract.

Sales rep was nice & responsive at first, we signed the contract and a few major issues came up during installation and he was nowhere to be found!

Worse than that though, the entire customer service team was nowhere to be found. Call after call to customer service went straight to voicemail, which nobody listens to! 877-588-5219 x4520 go ahead and try it (this is the direct line according to their team - but you can also try Option 2 with the same zero response)

So I tried the sales line, ohhh they pick up there real quick to get you to place the order. They said they would reach out to customer service and left messages for a callback, nobody calls them either apparently.

SO GET THIS - they send 1 person to move all bedroom furniture and install the bedroom carpet by himself.  I ask how he's going to move full dressers out of the room, "drag it" he says. That's right, dragging furniture on beautiful 1931 original hardwood floors!! I ask how he's going to move the roll of carpet, he looks at me like, "you are going to help".

So you better be ready to help out, which I did. Moving furniture, lifting rolls of carpet, etc.

The installer himself was a gentleman and very nice; and a very hard worker! Empire Today screwed him though, and us, sending him out by himself!!

THE BEST PART!!! Our tenant has to spend the night SLEEPING ON THEIR LIVING ROOM FLOOR!! Why? Because they started so late, sent 1 guy, sent the wrong padding layer, zero responses from customer service until 2 hours after he left the job site, that the job couldn't be finished. So their bed disassembled, furniture in the living room and halls, they got to SLEEP ON THE FLOOR!!

Don't take this lightly - RUN!!! Go to your local mom & pop store that will actually treat you like a customer. That will actually pickup the phone when there is an issue!!

DO NOT USE EMPIRE TODAY UNDER ANY CIRCUMSTANCES!!!

(A few pictures of our gouged 1931 original hardwood floors)

Albert T.

This is my second time I have sent my review to your company
I have issues with your company EmpireToday
1) I did not realize you hire outside contractors
My assumption was the wood and carpeting Installation installers were trained within
2)the communication with the sales rep and ( i can’t say all the time)could have been better
3)the wood installed both along the edge of my shower and bath tub ( (specifically the bath tub) were calked with calking tape the bath tub tape has peeled
3)this was sent with pics. Thru text two days ago to the sales rep. And as of sending this reply I still have not heard from.
4) the toilets had to be removed
For wood flooring ant wing nut caps no longer stay firm
I clean my toilets every week and around those caps and they have never fallen off even having toilet rings replaced by plumbers!
5) the carpet installed especially in the middle of my living room
Has a seam visable now
6) I would be hard pressed to
Refer you as a quality wood or carpeting expert
Least to say I’am very disappointed
With your business
Regards,
Alber Torres

Peggy M.

Thank you Empire, for allowing me to change the date of my install without reservation.
The installers were profession, friendly and obviously experienced as the carpet looks wonderful.
This was not my first Empire install and will not be my last.
Photos are just couple of the entire job.

Rosa F.

I love my new floor, the installers did an awesome job, they helped us by showing us what different patterns they could do on the floor, they were so professional and kept us involved in the process.
I am very grateful to Shaq, Matias Boris and his team for their hard work and a wonderful floor.

Martha

Outstanding work!!! I’m very pleased with my new laminate floor. Beginning with the consultation with Billie he was on time showed me samples. He listened to my specific needs. I had my mothers bedroom done. The installers showed up on time worked fast and neatly hauled away the old carpet. Moved my bed without disassembling it and moved my dresser. They put everything back in its place. The floor is beautiful. Now I’m considering having my stairs and hallway done.

M A.

Originally, it was great. I would give them 4 stars. 2.5 years later, there are problems and it hasn't been easy getting them to understand the problems. There are four rolls/bumps in the carpet down our hallway. (see photos) My carpet cleaner was surprised that the carpet was new. He showed me signs of wear the first time he visited (9 months after installation). See photos. Tailor Made, color: Moon Dust. Installed January 2022. The carpet is warranted for 20 years. This does not mean the quality of the carpet is high. This means that EmpireToday took out an insurance policy on your carpet that they will file on your behalf if you have done certain things. (see below). Three months after I originally contacted them they have agreed to file a claim to replace parts of my carpet. On the plus side, their slogan was that they make it easy to replace your flooring. They did. It really was easy. Everyone showed up when they said they would. The salesperson was very helpful and came to our house twice. The installers showed up on time, worked quickly, and took away their mess. It's the quality of the carpet that is the problem.
Here's the info they requested for fling the insurance for wear. Please provide multiple pictures or videos of the areas that are affected. Once I reviewed the pictures and find the appropriate steps to better assist you.

1. Close up to show the damage.
2. Standing height for the size perspective.
3. From the entrance of the room show the location of the damage
4 . Far picture surround view

Answer questions below

How often is being vacuumed
How often do you empty bag or canisters
How many adults, kids, and pets live in the home
Type of vacuum being used (provide picture)
Has the beater bar set correctly (provide a picture)
Does the carpet stand up after vacuuming
Has the carpet been professionally cleaned (if yes, must provide cleaning receipts that show adherence to the warranty otherwise the warranty will be void)