Empire Today

I have been a loyal customer for years. I have put in flooring throughout various areas of my house and spent a lot of money over the years.

I recently divorced and needed the master bedroom carpeting replaced due to damage from a dog. The salesperson came out, took my information and called her manager. The manager supposedly verified that my financing account was still open at Wells Fargo and we proceeded with my sale and installation booking. The salesperson wasn't there for very long and honestly complained the whole time about her back, etc.

Irritating but I let it go assuming that she was still doing her job. The day of installation came, and the installer proceeded to ask me for payment. I showed him all of the paperwork and signed financing information, so he called his manager. Well, after a half an hour on the phone with his customer service, I come to find out that my Wells Fargo account we not actually open and active anymore.

It had been closed a mere month earlier due to inactivity. I was not able to delay the install, so I was strong armed into providing a credit card to get the job done. Due to the divorce, I don't have a lot of excess cash, and I was relying on the financing to budget out my funds. Now I have a large charge on my credit card that I have to pay excessive interest on.

After the installation, I had to go back and forth with a customer service representative again about my situation and what happened. She made me call Wells Fargo numerous times verifying it was closed, asking if I could have it reopened, etc. All the while blaming the whole situation on Wells Fargo and not the sales employee and her manager for being lazy and not doing their jobs.

The only alternative I have now is to either hit my credit, which has been hit a lot lately due to the divorce, or pay all of this excess interest with the charge being on a credit card. The Empire Today staff are not willing to take any blame or discuss any other resolution.

Worst company ever!!! Installers came late everyday, took long lunch breaks (2+hours).

Job was supposed to take 3 days, ended up being 6. They did not replace flooring under my dishwasher, so it doesn't fit correctly. I have being trying to get empire back out for over a month to correct this and no results, just a run around.

Even if they beat a competitor by a couple of hundred dollars, its not worth it. Trust me

I have been dealing with my issue since first of Feb. I called and called before i actually got to speak to someone.

I was told to send pictures of my issue with my laminate flooring. I did. Took several calls before getting to speak to someone again. I was told the manager looked at my pictures and determine i had water damage.

I knew this could not be right. I kept on calling until i was told the manager would come yo my house to look at my floors. He looked very hard to find something i had done to cause the flooring to do what it was doing. He told me they would be back in 2 weeks to gix the problem.

After not hearing anything in 3 weeks i called several more times to speak with someone. I then was told they approve to replace only 14 boxes and made that consumption frome the pictures. Humm. I disagreed and ask that my whole floor be fixed.

I was told she would turn my complaint in and it would take 2 weeks before they would make a decision and get back with me. I waited 17 days this time and called again. Manager did not want to speak with me. I was persistent.

She told me the did not have my flooring anymore and would get the manufacturer to make some (14 boxes) i told her i didnt want my floors spliced up and replaced with something that would not match. She said they should match pretty close.

I have continued to ask for number of anyone higher up within empire and only have been told they don't know anyone else higher than who they have. Sharing 1 photo of my floors

They say that a picture tells a thousand words....

Just take a look at this.

Empires professional floor installation.

Instead of building up the floor after tile was removed they chose to use CARDBOARD cord around to hide the 1/2" gap. The card board cord around wouldn't hold paint, it split, cracked, and separated. And looked awful!

My original floor did not have cord around on it and as you can see it doesn't work well in my house. Check out the 1/2" of calking stuffed under door jams and door trim. Professional job they say?!?!

Empire ruined my kitchen and entry with very shotty workmanship.

Update Jan 12, 2016: Sean the salesman has yet to this day ever call me back (POS). On Jan 11th, I spoke with JT (customer service) and told her not to send out the same crew since they did a bad job and left my front yard dirty with saw dust and pieces of wood flooring.

She spoke with the installation manager and they said they would send a different crew out on Jan 12th. On the morning of Jan 12th, I receive a call from the same crew! OMG! I told them not to come out and I called JT back.

The installation manager John Judge wanted to talk to me and he wanted me to take a third day off from work so he could find another crew! Ridiculous! He did not want to spend extra money to gather up a new crew. This just goes to show you how they do not care about their customers.

No problem making a client lose wages from being out of work for 3 days due to their unprofessionalism, terrible customer service and complete lack of respect. If you have any intelligence whatsoever and have read this, I will only have to say that you are an *** if you use Empire Today.

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I sat down with Empire Today's salesman, Sean D. Owen and decided to go with their 50/50/50 deal for installation of laminate floors in my master bedroom and office. After researching several other local companies, I believe this 50/50/50 deal is a scam.

My fault for not searching prior to going with this awful company. They were still more expensive than other quotes. With that said, the company arrived on a cold January 2016 day. Two of the three Mexican workers did not speak English.

Therefore, it made it difficult to communicate at the onset. They kept leaving my front door open after asking them to close the door multiple times. In addition, the electric saw was just outside the front door and was extremely loud. After the work was nearly done, the English speaking worker came to me and said they did not have enough boards.

I was flabbergasted. I immediately called Sean and he said, "I have some personal contacts and I will call you back." It has been several days and no one from Empire Today not even Sean has called me! Not one! Not even the salesman.

This shows how much they DO NOT care about their customers and how they only care about getting their money. Today, I receive an automated appointment via email and that I am scheduled for completion this Saturday! I won't be here and it is a "noreply" email! Now, for their work.

The quarter round work was awful. One section of quarter round came to a "point??!!" The transition boards were awful. There were gaps and overcuts. Here is what they did.

They filled the transition board gaps with white caulk! Unbelievable! They left my bedroom door dirty with their black gloves and dirty hands. It was awful.

Never ever use Empire Today due to their salesman's lack of professionalism and their workers lack of English speaking workers and more importantly, the extremely poor craftsmanship. It just goes to show that companies like this boast about they have been in business for so many years and great customer service - NOT! NEVER AGAIN Empire Today!

And, all of my facebook family and friends will know! I will use the power of social media!

We had a rep come out 3 weeks before thanksgiving. Sold us laminate flooring and booked an appoinment for us.

We were having a large job done. Ripping up old carpet and tile in a foyer, hall, kitchen and breakfast area. This was supposed to be a 2500 job. That following week, one guy (not a crew) came out, was here 1p minutes and said "i cant do this.

You need to have your tile tested for asbestos." I had taken the day off for this to get started. So i shipped off 2 samples to a area lab to be analized. After 100 dollars and another week it came back negative. So, on we go.

Took another day off for the floor to be laid and a crew arrived to start ripping up the floor. At one point, the installer tells us, "we cant lay laminate floor on this, its not flat enough." So again, they pack up and leave and have to wait for a tile salesman to arrive. So we wait, and wait, and wait....9:30 pm he shows up. We are offered a selection of tiles (mainly luxury tiles).

Let me tell you this, this is not cheap. So, with a new subfloor needed, grout, tear up....blah blah blah. Our 2500 job went up to $5400. Cha ching!

Apparently they saw deperate suckers on our face. Of course, they cant do this before Thanksgiving. Soooo, our floor was tore up when family came over. Fast forward to the following Thursday.

Old tile, subflooring coming up, tile going down. (Hubby took that day off). Friday i took off and the grout was supposed to go down. The grout i picked out was aweful so they said we'll call and have someone deliver more.

I asked what time will it be, because i had plans for my birthday with my kids. They said, couple hours maybe. That was 1:00 pm. At 6:30 pm, still no show and i had to cancel my plans.

At this point im so frustrated with this company im in tears. 7:10, the guy shows up, 2 minutes to drop the buckets, forgot to leave the metal strips for between the rooms. So, next day, guys call, say they have to pick up these strips and theyd be out. This is Saturday.

End of day...still not finished. Sunday...they dont work. Finally monday, one guy returns to finish the round molding. Packs up early and leaves.

Unbeknownst to me, he left molding undone, and forgot a strip behind my refridge. They dida good job laying it other then that. However, it seemed like they were on the phone all the time. They turned on their own music, which id been ok with if they would have asked.

I wasnnt feeling well and fighting a cold. Since that time, they have not contacted us to see how things went or followed up.

Will NOT use them again. Not because im not satisfied with the tile, but because of the ridiculous hassel we had to go through.

EMPIRE FLOORING IS NOT AN HONORABLE COMPANY

The Salesman (Paul):

I had flooring installed throughout my house (kitchen, stairs, hallway, living room dining room, front door and garage entryway landings, and the landing upstairs) in March 2023. From start to finish, this company displayed poor customer service, as the salesman who showed up at our home smelled of cigarette smoke and had animal hair all over his coat. Without asking, he took off his coat and put it across the back of my sofa. And I could not take my eyes off his coat because it appeared dirty and full of animal hair, and it was lying on the back of my sofa! However, I said nothing as he introduced himself to me and my husband. We offered him a seat, and he sat down at the dining room table. I told him that our house was 25 years old, and it was time for the flooring to be upgraded and what I wanted to be done. I told him what floors I wanted to be done (see above) because I was changing the color of my home etc. He recited back to me and my husband the areas he heard us say that we wanted to be done. When it was time, my husband walked throughout our home with him, showing him the exact locations while he measured those places as I looked on. As the salesman showed my husband and me different kinds of flooring,, we sat quietly as he ran back and forth out to the car to get various items. I told him what floors I wanted to be done (as seen above) and he appeared to be taking notes as he confirmed my locations. When he finished, he left our home about 23 hours later. I had developed a headache from the stench of cigarette smell, as my husband and I are non-smokers.

*We requested that Paul send us via US mail a copy of our signed contract, but to date, we have not received it by US mail. Our 1st one was emailed to us. There was an amendment made to the contract because Paul did not include our entryway landings in the paperwork, so it had to be changed by Empire. I never signed/dated a 2nd amended contract, because I felt it should have been completed right the first time and I could not review it, and I wasn't willing to make that same mistake of not being able to view it.

Phone calls:

On 04/07/2023 I had gotten a VM call at 10:41 AM from 866-588-**** from a person who gave her name, but I did not understand, nor did the transcriber on my phone. She said, Hi Mrs. Link this is **** (sounds like Eva), I received a call from the call center that you were looking for me today. Please give me a call back if no one from our Columbus office has spoken with you today. Our telephone number is 866-588-****.

On 04/07/2023 phone call was received via VM at 2:39 PM (Burlington NC) I received a call from Thomas: Hi this is a message from Mr. and Mrs. Link I am giving you a call regarding your installation today trying to get some more information on the issues you were having, so feel free to give me a call my number is 336-263-****, thank you.

On 04/13/2023 phone call was received via VM at 9:42 AM (Burlington NC) Hi this is Thomas calling from Empire, I was calling today to let you guys know that I saw that the guy we had to come to complete your carpet has injured his back and he won't be able to make it out today, um give me a call my number is 336-263-**** um we are trying to see what's good day to reschedule.

On 04/19/2023 a phone call was received via VM at 12:37 PM Hi this is Kayla calling from Empire today just calling to see how everything went with your service, if you have any questions contact us back at 877-588-**** ext. 2 have a great day.

**There were plenty of other phone calls made due to continuous issues with the installation of the flooring and carpet and trouble with the installers.

The First Installers:

The installers showed up at my home about two and a half weeks later which was around 04/07/2023, unprepared (I got a text from Paul stating he was in my driveway, and he asked if we were expecting them). They rang the doorbell, and my husband met them at the door. They spoke little English and appeared to be mad as they kept flipping through the work order pages. The head guy kept calling his supervisor and he left my home to go outside to speak with him several times on the porch/walkway. When he got back inside, he spoke with his co-workers in Spanish for a couple of minutes, so I asked him if something was wrong and what was being said. He stated that he did not have the correct product to start the installation that the salesman's measurements were all wrong and that he would need more material. He stated he would have to call to try to order more products that were needed before he could do anything. And in the same breath, he told us that we had too much stuff in the house. That is when I told him that my husband and I had been informed by the salesman (Paul) that Empire would take care of the furniture and stuff that needed to be moved, which were several plants and boxes, living room furniture, refrigerator, stove, bookshelves, etc. out to the garage and deck area. The head installer (I think his name was Juan or Luis) told me that the salesman did not tell us the truth and that we had to remove the items before they could start the installation. I was upset, but I told him that it was no problem the stuff would be removed from the home by the next day. My husband and I removed all the stuff that night. Nonetheless, the head installer (I think his name was Juan or Louis) kept going outside and back indoors to talk to the Supervisor about the missing supplies, the measurements, and what was needed. This went on for about two hours before he (the head installer) got so frustrated with it all that he left our home cussing. But before leaving, he handed me a card and told me that he worked for another company on his regular job and that we should cancel with Empire and go with the company he was working for because it would probably save us some money, it had quality products, and that Empire sucked, and they don't do right by their customers. He stated that Empire does this *** all the time and that he was tired of their *** I was trying to make sense of what was going on as the guys were piling out of my home. Red flags started going up everywhere in my mind as I began to think about the difficulties that we were experiencing in the little time we had spent with the company already. Nonetheless, I thought they were leaving and coming right back the next day, they didn't say either way. All I know is they never returned that day! I felt violated! My hopes were let down, and I felt like my husband, and I had been taken, because we weren't informed that they weren't coming back that day or the next day, and they were not answering their phones any longer for my husband and I when we called them to see what was going on. They played phone tag and kept answering their phones and saying hello continuously as if they could not hear us until we hung up. We were exhausted with the company!

I had a private contractor who was upstairs (fixing my bathroom subfloor due to the toilet leaking) saying how unprofessional the guys were as they were cussing and going on in my home. I peered up the stairs at him a few times, and he just shook his head in disgust at Empire's ill display of customer service. The contractor upstairs later told me that we should have hired him to do the flooring and saved ourselves the hassle because none of what we were experiencing should have been tolerated. At this point, I was embarrassed and ashamed that I had picked such an inadequate company as Empire.

When I called one of my friends (Sondra) to tell her about the incident, she stated that she was not surprised as they had given her poor service as well and that she would never use them again or recommend them or their services to anyone. She went on to say that she wished she had known I picked Empire to install my floors because she would have told me to run!

The phone call to Empire:

04/08/2023 Was on a Saturday, hence I caught *** trying to get someone on the phone to tell me what was going on. More importantly, when I looked up the company number, I got the run-around to even get someone to speak to me about my problem with Empires installers. The guy stated that he was in customer service and did not know how to help me, and he gave me a phone number to call. I called that number, and it kept directing me back to the guy I had spoken with. After speaking to him about twice, he finally ended with, I don't know how to help you, all I can do is let Empire know you called and give them your phone number. Well, I was not satisfied with that so, I kept calling until I finally got someone who told me that I would not get anywhere on the weekend and to try to call back during weekdays during business hours.

Once the weekend had passed, If I remember correctly, I called back and got the run around after being transferred here and there for about a period of two hours, it wasn't until I demanded my money back (the down payment, which was half) and or cancel the job, that Empire miraculously found someone for me to speak with. The lady was helpful and got me linked with a person named Eva. And then later a supervisor, Thomas (See phone call/VM above). Thomas told my husband and me that he used to be an installer and that now he was a supervisor and that he would make sure that from here on out our process ran more smoothly, but it did not. It took about 2.5-3 weeks for the process to begin. Our belongings were out in the garage and our plants were on the back deck, where some of the plants ended up getting sick because they were not used to being outdoors.

The Second Crew (Installers):

About 23 weeks later the second installers came into our home and I allowed my husband to deal with them because I was drained from all the confusion with Empire. Per my husband, the installers did not have enough flooring to complete the job, and they did not have any of the quarter rounds. Our floors are dark brown, waterproof laminate and when my husband saw that they were about to lay white quarter rounds he stopped them and told them that is not what he ordered. Then he came to the bedroom to get me. I verified what my husband was saying was true, and the guys made a call, and they got the order changed, which took another week to come in. Once it came in, they installed the quarter rounds, which I am not happy with, because it looks like amateurs did it. When they started installing the flooring, they did not have enough supplies, so they had to call the supervisor to bring in more flooring. Someone showed up that day with 2-3 more boxes because they did not have enough for the kitchen.

Transitioning piece for carpet to floor (waited almost a month):

They completed the carpet in the living room, stairs and upstairs landing on the first day of installation. Which looked good to my armature eyes. However, they did not install the transitioning piece because they said they could not do it until my kitchen, dining room, and hallway flooring was completed. It took about 2 weeks after that for Empire to send out a floor crew to do the laminate flooring, because the first installers refused to come back when he came the second time, he stated that there were still issues and that he was not going to just install anything in our home. He refused to return after they had been here twice already. Hence, Empire had to find another team to send out. After the flooring was complete, we had trouble getting Empire to come back out to lay the transitioning strip. It took them at least 3 weeks to return to lay the transition strip between the dining and living rooms. How ridiculous!

Call about the Quarter Rounds and Flooring needing to be repaired.

About 5 months later the flooring in the kitchen started buckling and lifting, and a quarter round came apart on the corner of the kitchen floor. We called Empire, and they came out to assess the situation they checked for water damage and there was none found per Empire floor repair guy; hence, they fixed the floor and left our home. Pictures were sent on 9/14/2023 through an email to Krista Scott.

Flooring lifting again / Call made in Dec of 2023:

On December 21, 2023 (just before Christmas), the flooring started lifting again in the same spot and my husband called Empire, and they sent Jesus out to inspect it. He pulled the flooring up, damaging it, to look for water damage, to which none was found. He then asked me to go to the basement to look for water damage under the kitchen floor, and he found none. Not only that, but he only that, but he took pictures of the floor. My husband told him that the flooring was buckling between the dining room and living room where my computer desk sits, so Jesus took pictures. My husband reported that Jesus stated that there was no water damage and that he needed another box of flooring to repair the kitchen floor, however, the supervisor refused to allow Jesus to do the work. Jesus also did a live video with his supervisor and the supervisor asked to speak to my husband, and the supervisor stated, that because we had a spin mop bucket sitting in our kitchen it was the cause of our floors buckling. My husband stated that he replied, how can another floor in our master bath which was installed by another company be okay and Empire's be messed up when both were cleaned the same way and are not buckling? The supervisor did not like that comment as evidenced by his voice going to a higher octave, and he began to argue with my husband. The supervisor assumed that there was water leaking from somewhere, and my husband advised there were not any water leakages. Hence, my husband showed him that the kitchen sink was dry and that there were no leaks. He asked what my husband used to clean the floor and my husband said Mop and Glow the supervisor said that my husband did not know the rules on how to maintain and care for the floor and my husband replied he was not given any. So, the supervisor stated that he would send the rules out to my husband, which were not received. There was a back-and-forth exchange between my husband and the supervisor. The supervisor stated he was going to review the pictures and get back to my husband by the following Monday or Tuesday, but he never called us back again. Jesus left the home without reattaching the flooring. My husband called the supervisor back and asked him if Jose could come and glue the floor back down and the supervisor sent Jose back 5 minutes later.

Since we had not heard from them, I made a call to them sometime in mid-January of 2024, because the flooring had become very dangerous as we were tripping over the flooring that came undone that Jesus pulled up.

On 01/19/2024 I received a VM from Kristen with Empire stating that she was reaching out to me regarding the service request with Empire, and she asked me to return her call at 877-588-**** ext. 3157. I spoke with her sometime after this, and she stated that she had to speak with the supervisor. When she did get back with us after that she said that they were not going to fix the flooring in the kitchen because it was determined site related, there was clouding on the floor from that showed that there was some type of cleaning solution used and that there were scratches on the floor that they saw in the most recent pictures and that it was not covered under warranty. She stated if we were not happy with that decision, that we could hire an inspector to come to the home and give us a report to give to the Empire, and they would decide from there. Since then, my husband has fallen on the flooring that Jesus had pulled up flaring his back injury further. I replied, why should we have to keep spending money on their faulty flooring? She gave me information to contact inspectors. I requested during this email a copy of my signed contracts, and she sent me contracts with no signature on them. *There were a few emails back and forth about this in Jan and Feb of 2024. We are left with two whole planks that have come up completely in our kitchen, causing other planks to lift that we constantly trip over. On Christmas Day we had our grandkids over and had to put a big kitchen rug over the surface that Jesus pulled up and destroyed, so they wouldn't get hurt too. I am disabled and my husband is suffering from a severe concussion and back injury that he is still being treated for, and we do not want to get hurt by this faulty flooring. I would warn anyone to stay far away from Empire company, they are bad for business. They do not honor their work or the use of cheap products and if anything goes wrong, they look to blame the customer, so they do not have to honor their warranty. Their words and product are no good!

* I couldn't figure out how to upload text, emails, pictures, etc. But I will send them to Pissed Consumer directly via email from my phone. I am currently using the home computer.

Company did a horrible job installing vinyl floors. They are uneven and moister leaks out because they did not properly sealed the ground beneath.

I left a company I was contracted with to let Empire handle the job and it was a bad decision. Before you relax and expect the work to begin make sure you have the balance waiting at the door because the installers greet you making it very clear that they wont move an inch or do anything until they are paid in full.

So now that the project is completely paid you have to now trust and hope everything goes according to plan and contract.First the communication is horrible between empire, the 3rd party contracting company that installs the floors and carpet, and myself. It seemed like everyone was on a different page making this project very difficult.1st day of installation one of my rooms couldnt be done because the order was incorrect and the material was not there. I was told to contact my sells representative but he was unavailable.Also I wish it was explained better the 8 item max of furniture that they will move for you keep in mind a mattress, box spring and legs are all individually counted which doesnt really give you 8 large items. If they move your bed you have to put your own bed back.when I expressed my concern to my sales representative I was told that they are a flooring company not a moving company which he felt the need to say to me not once but twice and they dont have time to spend 2 hours moving peoples furniture.

This same sales man stated I contact him if I need anything but everytime I reached out he was unavailable and not good a responding to my text messages which left me with no other option then to call the office and speak with a manager. Once I did that a manager told me she would have another manager contact me shortly well that was 3 days ago and I still have not heard from anyone at all. The molding I ordered was overlooked and the 3rd party installers which knew nothing of what I had ordered with empire put down the wrong molding I am now still waiting for correct ones to arrive and was told it could be 2 weeks before I receive them.

For the amount of money that was soent for this project I expected much better service and as the sales rep felt need to tell me empire is the largest flooring company in the country so I even more expected nothing but the best in service. Im very disappointed that my concerns seem to have fallen on deaf ears.

I scheduled an appointment to get an estimate for carpet installation. I scheduled my appointment between 9 am and 11 am.

I received a phone call stating a representative would arrive at 10:30 am. At 11:05 am, I called 1-85*-***-****, and a sleepy phone rep answered. She informed me that someone was at my home at 10:30 am, and they called me. Which was not so; I've taken off from work to accommodate my appointment.

There was no knock at my door or a phone call. She stated the sales rep canceled my appointment because of a no-show. I was furious. I decided to call again to get a rep who was not sleeping.

I called 1-84*-***-**** and got an outstanding rep. I explained my situation, and she informed me that they needed to cancel my appointment because no one was home.

She contacted the sales rep and said that someone would call me. Unfortunately, I would instead not get a call because it is unprofessional not to contact a customer, especially a customer who has taken off from work, a customer who was excited about having her home carpeted and turned around to be disappointed because of laziness, inconsiderate, and irresponsible Empire salespeople.H

I called the Company and soon received a letter in which they said they tried to contact me so to call them and I did. Left voice mail after voice mail.

Finally got through and they asked for pictures. From the first phone call to my next conversation I was told it was to go to Sacramento headquarters for review. I received a call and they had never reached me but left message .

I called left several messages and gave up matter never was resolved now I live with 2 black lines that have surfaced on my white carpet. To begin with when the installer came there was a language berrier and at the end of the install we had to call them to fix the mistakes he made.

We had flooring put in our bedroom a few weeks ago! We SPECIFICALLY said DO NOT REMOVE the baseboards while installing the flooring! After seeing the finished, they not only removed all the baseboards but they damaged some of them & then stuck them back on half *** with gaps between the wall & baseboards also they were supposed to put 1/4 round all the way around the room, but did not! I have called & complained repeatedly with little response! So today they were supposed to show up & repair the half *** job they did but NO ONE SHOWED UP!

So I have moved everything out of my bedroom twice & am left hanging in the wind again! No call, no nothing!This whole process has been a complete hassle from the start! The customer service has been horrible with no urgency to resolve our issue!

So unprofessional & no customer care!

Im furious!

Oh & they were supposed to mail my contract because I cant open the pdf, for some reason, but once again no follow through!

I purchased LVP in January 2022, I have had to have it replaced in areas 2 times. Recent was three weeks ago, same issues with the flooring.

I have had over 3 inspections to see what the issue was with the flooring. Everyone that came over said that they have had this problem with the material before. Then I was moved to the new market manager. I wanted to replace the LVP, but they wanted to charge me for labor again instead of just materials.

I finally arranged to have it repaired their way, and again...same problem. The market manager coordinated a visit on Saturday May 27, 2023 to look at the issue. No call no show. I called the market manager, no response.

I just want this material out of the house since it is a problem. or is it they didn't level the concrete out (that is probably a bit part of it...you can actually feel walking up and down when walking on it.

But hey, I'm not the flooring professional...but I do run customer service and how do you handle an already upset customer...don't follow-up like they do! I could go on, but I'm not giving free advice.

I do not recommend having your floors done by them. We installed our LVP and carpet from Empire Today.

They sold us saying that the carpet and LVP are covered under warranty and would take care of any accident. We recently informed them that we have some scratches on our LVP and our floor is damaged by water. They declined our request. We raised it again and they declined it once again.

Not a single person came to see what is the damage and without seeing it they declined. Did multiple follow-ups but no response. I was on hold for more than an hour, and they are not picking up my phone.

Worst after-sale support and not worth going with them. You can get the same services in less amount from your local market