Empire Today

Good Sales and Product and Price - BUT under NO circumstances should you purchase the service warranty.

I will start with the positive:
In April 2025 I had used Empire to replace flooring in 3 bedrooms with carpet , a family and living room with carpet, a hallway and stairs with carpet, and one half bath and one walk-in closet with vinyl. The salesman was amazing, he's very experienced, and while I had a very good idea of what I wanted and did my research, he really helped me put it all together because each room I chose different flooring, so it was a time consuming project.

I was so happy with that experience and product I had them come back July 2026 and replace the flooring for two full bathrooms and my laundry room.

I would definitely recommend them, the salesman was great, the product I was very satisfied with, I feel the pricing was fine.

The one bad part:
Under no circumstances should you buy the service warranty. I bought it on four of the rooms, I had an issue with the one room and they denied me. It was a three week long process of back-and-forth. I did wind up canceling the service warranty but of course I didn't get it all back; it was prorated.

One day I noticed a very small piece of the vinyl floor in one of the bedrooms was missing, I called to put in a claim to have it repaired. Hold waits are long, and you have to wait for someone to get back to you with an answer, if you missed the call you call them back , they can't help you, you have to talk to your case manager, so they call you the next day hopefully you get their call, and you can get different info each time. The whole Customer Service set up as a joke. It was about three weeks of a headache of dealing with this. So, they denied it because I couldn't say how it happened. I really had no idea how it happened, just one day I noticed it. It was in my daughter's bedroom. They say for this reason they could not approve my claim. So I had my contractor come out and have a look so he can fix it and right away he gave a possible explanation. It buckled where two of the planks meet and then my daughter's chair rolled over it from her vanity causing the damage. So I called back with that explanation and again they denied it. Saying that the chair being dragged across the floor is the cause of the damage. But in my mind if the plank was never buckled, it would not have happened.

Honestly even though the service plan is terrible, I still would have used them because I like the sales guy and I really liked the product. I'm very happy with my floors. But if you want a product where you can have a good service warranty,this isn't the company for you.

We had an excellent experience working with Empire Flooring! Greg Mann, our sales representative, came to our home to provide an estimate for our home office flooring project. He was professional, knowledgeable, courteous, and very helpful throughout the entire process.

We truly appreciated the time he took to discuss our options and help us choose what would work best for our home. It was a great experience from start to finish, and we look forward to working with Greg and Empire Flooring again for our upcoming home improvement projects.

Highly recommended!

We had carpet installed by Empire. The salesman said it was great carpet and he sells more than anyone else. So, we had that carpet installed. Right after it was installed, we noticed a hole in the carpet and other places where the carpet was not secured to the floor. They had to come back to fix it. In the spot where the hole was, they just cut out a large square and then glued in a patch. We could easily see that there was a patch and could see the lines. The installer said it will get better with time the more we walk on it. It never got better, and Empire won't do a thing about it. They even said they probably won't do anything but if they have to send someone, they will charge us to come to our home. It is now 3 years later, and all of the carpet needs to be replaced. It is just garbage. One would think, even without the patch that carpet would last longer than 3 years. Whenever I called in regarding the patch, I got rude customer service. Once person even said she will put me on hold, and then hung up on me. Didn't call me back if it was a mistake, just hung up on me. I then called back, got another guy, who asked me if I had a name, and then when I gave him my name, gave me a rude response that he needed the name of the person that I was calling as if I was supposed to know that. Long wait to get someone also. I tried the we will hold your place in line and they will call me back. Took a day for them to call me back. Of course, I wasn't able to answer when they called so I had to call them back and wait again. Funny, they will answer right away if you call the line for a salesperson and not make a complaint. Never going there again. The price is cheaper, and you get what you pay for. Cheap products, and terrible installation.

**1 Star**

I hired Luna Flooring to replace the flooring throughout my entire home, expecting a professional, stress-free experience. Unfortunately, it turned into one of the worst customer service experiences I've ever had.

It started with our salesperson, John, who made comments that I found to be racially insensitive. From there, things only got worse.

The installation crew arrived smelling of marijuana. Before they started, I clearly explained which rooms to begin in and specifically asked them to stay out of our master bedroom until I moved our pets. Those instructions were ignored.

The crew opened rooms they had no reason to enter and let my cat out, who had just been spayed a few days earlier. Instead of immediately telling us what happened, they waited until after she had run off. My wife and I spent over significant time searching for our terrified cat, thinking she had escaped the house.

To make matters worse, they stacked heavy doors on top of my bird's cage while my bird was still inside and leaned doors against my dog's crate while my dog was inside. That level of carelessness was unbelievable.

They also used my master bathroom after I specifically asked them to use the downstairs bathroom, leaving it dirty with water everywhere. They dumped fruit from a glass bowl into my sink and soaked it instead of simply placing the bowl on a counter.

When the installation was complete, there was caulk left on my new floors, walls, and banisters. They left handprints throughout my house, dented multiple walls, knocked my toilet paper holder off the wall without saying anything, and even left a board with exposed nails on my floor that I stepped on.

I expected some dust from a whole-house installation, but my home was left dirtier than when they arrived. The first day ended with my kitchen unusable because materials and tools were everywhere, forcing us to eat out.

The most disappointing part was Luna's response. After reporting everything, I felt like management wanted to get me off the phone as quickly as possible. The company's solution for everything my family experienced was a $250 credit. That response made it clear that customer satisfaction was not a priority.

The flooring itself looks good, but the installation experience and customer service were unacceptable. A company can make mistakes—it's how they respond that defines them. Unfortunately, Luna's response was just as disappointing as the installation.

I cannot recommend Luna Flooring based on my experience.

Valentino was wonderful. He came to our home and even arrived early but didn't mind waiting for my husband to get home from work. He walked us through all of our options and talked to us about our home. He truly cared and didn't jjst try to sell us something to meet a quota. Valentino gave me a very positive look into this company and I will consider using them in the future when im ready to redo my floors. I recommend you give them a call.

Ron Hudson was awesome. When I heard about empire, I always thought it was a big company so I was hesitant, but Ron changed my mind about big companies. He’s been so helpful in finding me the best carpet for the stairs that I have. We had to remove our stair lift to our basement and run explained everything and also picked out a perfect color for us. I’m very impressed with the service that I got. He made the whole process feel like it’s a mom and Pop shop with a personal feel.

Greg Mann assisted with our service request and was extremely helpful and thorough. He first asked what our needs were and had great recommendations for both carpet and wood flooring. He was able to schedule our installation for 48 hours later. He even tolerated our Beagle’s “help” during the consultation. We’re very pleased with the price and schedule and look forward to our new floors!

Valentino was very pleasant and very knowledgeable. He showed me some samples and I chose the one I wanted. He explained everything about changing my flooring in 2 rooms. He was very good. I was impressed by him.

Curt Johnson was wonderful to work with. He came to the house to show me samples for a rebuild from a burst pipe. He did not try to upsell and push anyone product. He showed me what my options were in the various standards and let me choose what was best for my needs. I appreciate the customer service he provided. Please note I can’t commment on the actual pricing as this is going through my contractor for the entire rebuild.

Empire, meet us at the house, at the time scheduled. Valentino Rodriguez, took the needed measurements quickly, accurately. He then brought out plenty of carpet colors and quality for us to choose from. After selecting those the purchasing options were explained with ease of understanding. Price was great for what we needed done. Will add pictures after instalation is completed.