Empire Today - Orlando, FL - Orlando, Florida

zulma O.

Fue una compra como ninguna. Fueron a mi casa por la tarde y al otro día antes del medio día la alfombra ya estaba puesta. El personal de ventas, incluyendo a Brandon Joseph, fueron muy amables y servicial. La opción de financiamiento fue perfecta. En fin quedé muy satisfecha. Gracias.

Jose C.

Compañía llena de mentirosos desde el vendedor , instaladores hasta los representantes teléfono . El vendedor vino a mi casa y para asegurar la venta nos vendió un producto que no tenían y un servicio que no nos dieron . Nos estuvieron 2 semanas sin piso , con cajas de un material que no era el correcto en el medio de la sala y para el colmo instalaron encima de un material de hace 20 años que pagamos para removerlo y tampoco cumplieron . Llevamos 2 meses tratando de hablar con alguien y ser escuchado y se nos ha echo bien difícil . No caigan en este pescaíto , son mentirosos y el vendedor la pone bien bonito para asegurar la venta . Bait and Switch . Son mentirosos . Tenemos sobre 7 tickets y ninguno ha sido resuelto , ahora nos salen que nosotros tenemos que remover el vinyl viejo por el cual ya ellos nos cobraron para hacerlo ellos . Cuando el vendedor te coje la firma para el contrato ya te tienen el crédito comprometido y con eso aseguran que si cancelas el contrato se quedan con el 25 por ciento del dinero , aunque lo cancele por inconformidad con ellos . Mucho ojo cuando hagan negocio con estos embusteros , busquen segundas opinione y eviten hacer negocio con ellos .

Lina M. V. E.

Por favor, nunca hagan trabajos con esta compañía, son mentirosos, solo quieren el dinero, el vendedor te promete un día de inicio y luego llaman a reprogramar

Please never do jobs with this company, they are liars, they just want the money, the seller promises you a start day and then call to reschedule

Miguel C.

Todo bien.

Michelle D.

I am so happy with my new floors. Everything about this experience was 5 star. The rep that came to my house was extremely knowledgeable and very patient with me. The financing was done on the spot, the communication was as it should be and the installers were very skilled and knowledgeable. They did an absolutely beautiful job and I couldn’t be happier. I had Berber carpet and they replaced with porcelain tiles. I have used Empire 3 times now and highly recommend.

Jennifer M.

Empire Carpets exceeded my expectations! From my first online contact, they quickly set up a convenient appointment. The salesperson was friendly, knowledgeable, and made the process so easy. The installation was scheduled fast, and both crews were punctual, professional, and efficient. They did a fantastic job, and the products I chose look beautiful in my home. I’m thrilled with the quality and the entire experience!

Dominic K.

Here's a 5 star review for an install with a mistake! We ordered a single bedroom's worth of laminate and while it was installed beautifully, the 1/4 round trim they used was the wrong color. I made 2 calls and within 24 hours, I was contacted by the install coordinator, my sales person and the customer service dept. All of them quickly rushed to not only assist in finding a good match, but their install manager came to the house to get a sample herself so she could hand match the correct trim in the warehouse. All was resolved within 3 days and I couldn't be happier! Thanks to the Empire team.

Jake N.

Beware of Empire Flooring Orlando: A Frustrating Saga of Poor Customer Service and Incompetence

I initially had high hopes for Empire Flooring. The sales rep, Stacey, arrived within hours of my first call. She was friendly and accommodating, but, as I later learned from Empire's own agent, she misled me about the product's durability. The install turnaround was fast, and the subcontractors seemed professional. However, issues quickly emerged.

I specifically requested a floor suitable for an office, explaining that it needed to withstand a rolling desk chair. Despite my clear concerns, the installed floor began warping and sinking in my office within a few months. Empire's commercials and sales pitch heavily emphasize their warranty and customer service, so I assumed they would resolve the issue promptly. I was wrong.

The Warranty Nightmare Begins

On 11/15/24, I reported the problem. I was told to expect a callback within three business days. Ten days later, with no response, I called again and was assured my case was now a "priority." I received a vague text from someone claiming to represent Empire on 11/26/24, requesting photos and scheduling a visit for 12/6/24.

Between 12/4/24 and 12/6/24, I emailed and texted to confirm the appointment, but I received no response. On the appointment day, I called multiple Empire contacts, including their main line and extension numbers, only to encounter dead ends—no voicemails, no answers. After 62 minutes on hold with customer service, I gave up.

I began calling Empire daily. Customer service reps acknowledged they couldn’t reach the Orlando office. They said the matter was in the hands of Wasseem and Crystal, who never returned my calls. When I was finally put in touch with the local general manager (Keith), he assured me the issue would be resolved. The original installer came to inspect the floor on 12/19/24. He reminded me I should use a plastic chair mat, which was on the floor. He told me Empire would contact me the following week to schedule repairs. No one called.

The Final Insult

By 1/6/25, after escalating my complaint to the Better Business Bureau and relentlessly calling Empire, I received a response. On 1/14/25, Redd, an Empire representative, informed me I was responsible for the damage and would need to pay for repairs. When I explained the salesperson had guaranteed the floor would handle office use, Redd admitted their sales reps often provide incorrect information. He also noted the installer was wrong to claim a chair mat would prevent damage.

Redd suggested padding underneath the floor would have helped, but no one had ever offered it to me. His explanation boiled down to: "You should’ve known better." Despite being "new," Redd was tasked with delivering this disappointing news, claiming he lacked the authority to provide a repair quote. He promised to email the quote before the end of the day—over a week later, I still haven’t received it.

Empire’s refusal to honor their warranty or provide adequate customer service is infuriating. Even if I wanted to pay for repairs, I can’t, because they won’t tell me how much it would cost. Their own employee admitted systemic issues, yet no one takes accountability.

As I sit on an even floor beneath my desk my words of caution to you are this: Avoid Empire Flooring at all costs. Their customer service is nonexistent, their sales reps misrepresent their products, and they fail to follow through on promises. Once they’ve been paid, you’re on your own. Save yourself the frustration—choose a company that values its customers.