empiretoday.com Complaints & Common Issues

Like any large-scale service provider operating nationally, Empire Today inevitably faces customer complaints.

These complaints, often found on independent review platforms, consumer advocacy sites, or directly through their customer service, typically revolve around a predictable set of issues related to home services: communication, installation quality, and clarity of terms.

Understanding these common complaints can help prospective customers set realistic expectations and prepare for potential challenges.

Primary Categories of Complaints

Analyzing feedback from various sources (including insights from Trustpilot and other consumer forums), several recurring themes emerge in complaints against Empire Today.

• Installation Quality Concerns:
  • Subcontractor Variability: Since installations are often performed by independent contractors, consistency in craftsmanship can be a challenge. Complaints include uneven seams, damage to baseboards or walls, improper subfloor preparation, or general sloppiness.
  • Scheduling and Delays: While “next-day installation” is a promise, some customers report delays, missed appointments, or rescheduled installations, leading to frustration, especially when furniture has been moved or rooms cleared.
  • Cleanup Issues: Despite the “clean up when they’re finished” promise, some complaints mention insufficient cleanup of debris, dust, or material scraps.
• Communication Issues:
  • Lack of Proactive Updates: Customers sometimes express frustration over not receiving timely updates regarding their order status, installation schedule changes, or material availability.
  • Difficulty Reaching Support: While phone numbers are prominent, some reviews mention long wait times or challenges in getting a resolution when calling customer service for complex issues.
  • Discrepancies in Information: Occasionally, customers report that information provided by the sales consultant did not fully align with the installers’ understanding or the final product delivered.
• Pricing and Billing Discrepancies:
  • “All-Inclusive” Ambiguity: While marketed as “all-inclusive,” some customers find that certain unforeseen charges (e.g., extensive floor leveling, unusual old flooring removal) were added, or that the initial estimate felt less transparent than expected, leading to higher final costs.
  • Financing Misunderstandings: Complaints sometimes arise from customers not fully understanding the terms of the financing options, especially regarding interest accrual if not paid within a promotional period.
  • Promotional Terms: Some customers report issues with promotional discounts not being applied correctly or not understanding the specific eligibility criteria for “up to 40% off” sales.
• Product Performance and Warranty Claims:
  • Defective Products: A small percentage of complaints relates to perceived defects in the flooring materials themselves, such as warping, excessive wear, or manufacturing flaws shortly after installation.
  • Warranty Process: Navigating warranty claims can sometimes be a lengthy or challenging process for customers if issues arise post-installation, particularly concerning the definition of what is covered.

How Empire Today Addresses Complaints

Like most large companies, Empire Today has mechanisms in place to address customer complaints, though the effectiveness of these can vary from case to case.

• Customer Service Channels: Their primary method for addressing complaints is through their established phone support and “Help” section.
• Resolution Procedures: They likely have internal protocols for investigating installation issues, reviewing billing discrepancies, and processing warranty claims.
• Online Reputation Management: Companies of this size often monitor public review platforms and may respond to negative feedback, offering to resolve issues directly, which can be seen on sites like Trustpilot.
• Licensing Oversight: For significant issues in states like California, customers may have recourse through bodies like the Contractors State License Board (CSLB), to which Empire Today is licensed (CSLB 1047108).

Recommendations for Potential Customers

To minimize the likelihood of experiencing common issues, prospective Empire Today customers should:

• Read All Documentation Carefully: Pay close attention to the fine print on estimates, contracts, and financing agreements, including the details of “empire today com warranties” and any promotional terms.
• Ask Detailed Questions: During the in-home consultation, clarify every aspect of the “all-inclusive” price. Ask about potential extra charges for unforeseen circumstances (e.g., subfloor repair).
• Document Everything: Keep copies of all estimates, contracts, payment receipts, and communication with Empire Today. Take photos or videos before and after installation.
• Understand Warranty Terms: Familiarize yourself with the specifics of the product and installation warranties.
• Research Local Reviews: While the website highlights positive reviews, search for “empiretoday.com reviews” specific to your city or region on independent platforms for local insights.

empiretoday.com Customer Support Review