This post is to acknowledge that Empire has come out and repaired the damaged floor. They are calling it a one time exception my previous post said they did not repair the floor. However they have now repaired it and the floor looks very nice thank you Empire. read more

Empire Today - This is a tiny piece that came away from the floor and they refused to fix it - Carpet Installation Near Me

Toilet re-installed wrong. Caused major damage to our bathroom floor. Contacted the company, who had left us with a "Lifetime Warranty" on installation. I spoke to Sherdina White, Manager. She was not the friendly voice I heard when I first called to have close to $8,000 work done. She sounded annoyed. Eventually, she sent a young man to give his opinion of the situation. He informed us that laminate flooring should have never been installed in a bathroom, which the salesperson should have told us. He agreed with our contractor that they did not use the proper installation technique. I spoke with Ms. White again, who told me in a scolding voice "he should have NEVER told you that! What? The truth? Well, she closed the case/situation with, "we are not able to resolve this problem, because we don't carry that flooring anymore!!" We went on to have the flooring replaced on our own. Something that this company should have done. Why give a warranty if it means nothing. Would definitely stay clear of them. They call themselves other names. They advertise "they bring the store to your door". read more

Empire Today - This is our bathroom floor underneath the toilet that was improperly installed. - Carpet Installation Near Me

This is the worst company. You've been warned. I implore you NOT to use Empire for any of your flooring needs. I purchased some hardwood floors a while ago that were never completed. If I recall I purchased black cherry wood. The installers came out to lay down the floor which they did not complete because on two occasions they didn't have enough flooring and the correct quarter round. They destroyed my baseboards. I have been going back-and-forth with one of their representatives Charles Ogunwuyi for a while trying to get my floor finished. Empire scheduled two appointments and I took two days off of work and the technicians did not show up or call. As a result of them not showing up I requested that Charles pay me for missing work. He did reimburse me for one day. Now I'm being told they're not going to replace my flooring or fix my baseboards because I did not respond to an email yet their technicians did not show up or call. I received e-mail from Charles stating they would give me $1700 and that was the final decision. Needless to say, I am not happy with the resolution, I want my floors completed repaired because they destroyed them and that's not how they found my house . read more

Empire Today - This is a snapshot of all the people that complain about Empire today. You have been worn not to use this company. - Carpet Installation Near Me

Trash service and deceptive sales rep. Piss poor customer service Sales Rep Nathaniel is less than stellar and should be retrained in customer service or fired. I spent all morning canceling my order only because of Nathaniel and his lack of communication. I wasn't even giving a receipt. For a company that's been around for 30+ years in the baltimore office it's run like a 7 yr olds lemonade stand. Highly pissed and will make an example out of Empire a nd Nathaniel read more

I have Empire to put hardwood floors into my dining room and kitchen. I had them to a boarder in a darker wood and then installed a natural oak wood on the diagonal on the inside. This was not an easy install, so I was thrilled when the sales rep told me they could do that. I was thrilled with the installation. My floors are beautiful and I am enjoying them everyday. The installers were excellent, they had a lot of cutting to do since I wanted the diagonal but they were great when it came time to clean everything up. They were very professional and easy to work with. I highly recommend Empire Today! read more

Empire Today - A view of the 2 woods and the diagonal! - Carpet Installation Near Me

I wouldn't let Empire today put Astroturf in a dog park. I scheduled service with Empire today. The sales person came out gave me a quote. I signed a contract and then it went downhill from there. I just moved into a building that has very specific rules for contractors. I called Empire dispatch and explained the rules, the agent said she understood and would let the installation know. On the day of installation the empire subcontractor A& D carpets arrived argued with the doorman and argued with me that I was supposed to provide parking for him. He didn't have the appropriate tools through his work across the floor, left carpet tax and nails throughout the floor and said he couldn't finish the job because he didn't have the right equipment. I called Empire explained the situation to them and asked specifically to inform the contractor about the rules for the building before he arrived. On day two it was a repeat of the first day and the same problems. When he completed the work he left a bulging seam in the middle of the floor. I got an opinion from a licensed contractor who was remodeling additional rooms in my condo, he indicated that there was a bubble and an air gap between the two sections of Carpet. I agreed and called customer service at Empire to request a fix . The customer service agent that I spoke with was probably the most insincere and patronizing woman in the world. I explain the prior problems both with the installer and with the carpet, the agent said that she would send someone out to assess the problem and she promised me that if I had any trouble I could call and she would immediately manage the problem. She gave me her contact information and email. On the day of the assessment, the exact same installer that I initially had trouble with showed up. He show up he showed up at 7 AM unannounced, which is a violation of the buildings policy but just plain disrespectful. I tried calling customer service and surprisingly they were not open And would not open until 9 AM. I sent an email and a follow up phone call to the same customer service agent not only did she not respond to the email. She didn't respond to the phone call The installer made the seam less obtrusive, but it's still incredibly visible. At no point in this debacle, did anyone ever come out to assess the work that the installer had done even though that was the promise from this customer service agent furthermore three days after the installer was out the customer service agent called me to ask if I had any questions since she left a voicemail. I simply sent the email that I had transmitted it on the day of service and said nothing else. The only thing that I can say about Empire today is that stupid jingle is the only value to this company. The rest is pure garbage including the staff. read more

After my original review, Empire Today contacted me and stated they would address the scratches on my newly installed floors. However, this morning I was informed by the installer that they were not coming to inspect or repair the floors and were only instructed to take photos -- photos I had already submitted to Empire. This back-and-forth has been a complete waste of my time. The floors are less than one month old and are supposedly covered under manufacturer warranty, yet Empire continues to delay, contradict themselves, and avoid taking responsibility. It is extremely frustrating that meaningful action only occurred after I left a negative review, and even then, no actual service was provided. This experience has been disappointing and stressful, and I no longer trust Empire to resolve the issue professionally.Waste of my time . read more

I had all my floors done. After almost exactly a year, I had tacks coming up through the floor. Contacted Empire Today, who said that the Warranty had just expired on the installation. Any inspection or work would have charges. Amazing how quickly they find a way to back away from supporting their product and work. If you don't want the regret of such a large purchase go anywhere else besides Empire Today. Just friendly advice from a very regretting former customer. read more

Employed Empire to replace floors on main level and 2nd level floors. They were expensive but fast. Great job up front. Now three years later, I can't get them to do a repair or sell me the wood so someone else can do the repair??? For three weeks I've tried to get help and the service technician who showed up today was more interested in his next appointment. Told me to call back to schedule an estimate and he was standing there for the sole purpose of doing that. Why, because he was running late. Again, this is 3 weeks after my first contract with the Empire Today. read more

Formal Complaint Regarding Empire Service Plan Claim #1-8394719866 Our concerns are over warranty coverage and sales representation. This document outlines a formal complaint regarding Claim #1-8394719866 filed under our Empire Service Plan. The basis of this complaint is the company's failure to honor the warranty, allegedly due to misguided and inconsistent information provided during the sales process and subsequent customer service interactions. Quick Overview: A few days ago, we experienced a leak that resulted in a wet carpet in our basement. Concerned about the damage, we contacted Empire to confirm the specifics of our warranty coverage under the Empire Service Plan, for which we had invested considerable trust and resources. Our expectation was that such incidents would be covered, especially given the assurances received during the purchase. Customer Service Experience: In our attempt to resolve the issue, we spoke to three different Empire representatives by phone. Unfortunately, each representative provided us with a different answer regarding our coverage: · The first representative offered ambiguous information about water-related carpet damage. · The second representative contradicted the first, leaving us uncertain about the actual terms. · The third, representative, stated clearly that Empire does not cover any carpet damage unless it is caused by something like dragging furniture across the carpet or a small spill, such as a cup of water. This lack of clarity and consistency has caused significant frustration and confusion. It became apparent that the warranty's true terms had not been communicated accurately during the sales pitch. Here are our concerns about Empire Carpet sales practices: When purchasing our Empire Service Plan, we relied on the information provided by the Empire sales representative. In retrospect, it seems that we were misinformed or misguided to facilitate the sale. The representative failed to adequately explain what types of carpet damage are covered and which are excluded. This resulted in unmet expectations and the denial of our legitimate claim. Based on our experience, we strongly advise future Empire Carpet customers to thoroughly question their sales representatives regarding warranty and service plan coverage. It is essential to obtain clear, written explanations of what is and is not covered before making a purchase decision. In closing, the inconsistent information provided by Empire representatives and the lack of transparency in the sales process have led to our claim being denied. We respectfully request that Empire review our case and provide a fair resolution in accordance with the expectations set during the initial sale. We also urge Empire to improve its sales and customer service training to ensure customers receive accurate and reliable information about their warranty coverage. read more

Absolutely NO horrible work quality and value stink. Never use them they are overpriced and lousy workmanship.

Worst experience. Salesperson was great then it was downhill from there. Floor wasn't cleaned before putting new flooring down. Lumps everywhere. Not stapled everywhere so carpet lifts. Where it is stapled, we often get stabbed. The carpet trim for both rooms didn't fit so it doesn't stay attached and nails came out. Carpet shredded after a couple months of vacuuming. Tried getting help and they never respond. After several emails and voicemails I finally get a response and they say it's out of warranty. read more

I Ordered carpet and LVP flooring the day they came the first crew to lay the LVP flooring forgot one piece so he said we can't lay what we has so i called the salesman he called them lairs So when the carpet people came, he said it was a chance of rain so he can't lay the carpet So i rescheduled for another day They came and did the work but marked up my baseboard and cracked one piece of my baseboard and cut my door frames to short and filled them with caulk Plus they chipped one of my bedroom doors And they reused the carpet transition strips When i called they said their installer did not cut my door frames and that i had to repaint my own baseboards and that he don't see where my baseboard was cracked after i sent pictures. Plus, they add a service contract without my consent which is 10% of your contract SO BEWARE read more

Stunningly bad experience. Too vad I can't give them zero stars. 1) Asked for an estimate. Agreed between 1-3 pm. Estimator called at 2:40, he's on his way. No problem, we're out in the sticks. He's asked if we were getting other estimates. Yes, we are. HE HANGS UP ON ME. I called back. Straight to voice-mail. Stunning. And of course, no show. Called the company and left a not-friendly voice-mail. Get a call the next day from a nice woman. Explained what happened. SHE HANGS UP ON ME. Unbelievable. Neighbors used them. Had an awful experience. Bullet dodged. Maybe you should use someone else.​​ read more

Terrible customer service and support. I got a verbal estimate from a sales rep and then he went MIA when it came time to discuss the type and color of the carpets. If you call the phone number they give you all it does it lead to a dead end where you end up talking to a person who has no idea how to help other then claiming they put in a ticket. After calling multiple times they kept canceling and putting in new tickets. I requested a new sales rep and all they wanted to do was send another person out to take measurements again. Complete waste of 3 weeks of my time. I told the rude lady on the phone to cancel my ticket, there was no way I was going to give them my business after all of this. read more

We had new laminate floors installed the end of May 2021. The installation team came the first time without the required materials. Left And returned a few weeks later (they claimed pieces were out of stock) the installers did not speak much English and seemed to understand even less. They left open razor blades in 2 locations on our floor. Little did I know this would be the least of our issues. The floor has a 3 year warranty and just 2 months in we have boards coming loose, chips, dips, and uneven boards. I've called the company and they claim it's a 1-3 day response time, I've waited the required time called again, waited and called again and NO ONE responds. All I want is my floor fixed. I've contacted the BBB in hopes to have it completed. read more

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There are no words to describe what a horrible and frustrating process this was. I purchased carpet from Empire about 15 years, so I didn't hesitate to call them again. Big mistake. While the sales person was very nice, he was also very "nonchalant" in his approach. I've done sales for a long time, so I knew right away that this was his tactic- coming off as no pressure and laid back. And I was right. He brought in 3 levels of carpet and quoted me astronomical amounts to create a sticker shock in me- then, he "found" all sorts of "discounts" and did things like checking in with his manager to "see what he could do" and all that nonsense. In the end, I was quoted what I felt was a fair and reasonable price and, against my better judgement, I agreed to have the carpet scheduled that Monday (this was Friday). I picked the color that was closest to the color I currently had, and even joked that perhaps I was installing the exact same carpet. So I spent two days prepping my son's room to have carpet installed. Even though Empire handles moving all the furniture, we had to handle taking care of the little things kids have out and such. Since my son wanted his bed assembled differently, I decided to break the bed down for the crew anyway, so they could get right to work. The crew arrived on time- but WITH THE WRONG CARPET. They brought me almost white carpet- for a house with two black pets and an 11 year old. Gimme a break. Then the installer tried to tell me that it was the carpet I ordered, and that it would "get darker once installed". I'm not sure what turnip truck they thought I fell off of, but I refused the install and insisted they return the following day with my proper carpet. The sales person then told me that they did deliver the right color, and that I must've ordered the wrong one. Not sure how since he made the order- I simply picked the color closest to what I already had, and even made a joke about it- this picture shows you the color I had, and the color they tried to install in my home. Going on the website also showed that the color I ordered was not an almost white cream carpet- it was beige. He changed my order to a darker color (not sure why because the color I ordered was correct) and said they would be out again tomorrow. Fine, one more day of chaos. Only they never showed up! So several days of our house torn apart- hours tied up in sales and prep and dealing with delivery issues, and I still had no carpet. It was a very frustrating process to cancel (they actually apologized for the length of time to cancel, since it was after a holiday and the cancellation department was "very busy"- couldn't help but laugh at that one) but I canceled and got my carpet from Home Depot. When I went there the sales person was upfront and not pushy. There were price tags and no "hidden" discounts or sales. In fact, I got better quality carpet for less money. They measured my carpet, installed it on time, BROUGHT THE RIGHT CARPET, and were fast and friendly, while allowing me to take my time in making my purchase. I am 100% satisfied with my switch to Home Depot. Avoid Empire like the plague. read more

Empire Today - The color that I ordered on the bottom, and what they tried to install on the top. - Carpet Installation Near Me

This experience was one of many mixed feelings. The Empire Field Rep, Danielle was very pleasant to work with. The flooring that was installed looks great. The part that I am VERY displeased with is the removal of carpet from my stairwell. I paid extra for the carpet to be removed. The installers left the two flights of wooden stairs TOTALLY ruined. The tools they used to remove the carpet left scratches, dents, and cracks on the every step. The damage caused was unacceptable. The stairs had no prior damage. It was not explained to me that this would be the result of their removal process. After submitting pictures and videos to Empire's customer service department, Charles the Customer Service Manager deemed the damage normal and not excessive. Be AWARE! UPDATE: on June 7th, Empire replied to my review on another forum, mentioning they would contact me to discuss my concerns. Today is June 14th and I have NOT been contacted by Empire. read more

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I paid them $6111 and they gave me a bad installation with not trim just rough incomplete vinyl edges exposed. And promise me a $1000 refund and have not delivered. The vinyl have shadow marks, because they didn't do the self-leveling I paid for. And the manager said keep the installation and he is only willing to give me back a $1000. Don't buy from these people. read more

This company Empire/Luna (same company )has horrible customer service, overbooked their appointments, tried to install a floor in my house after 4:00 in the evening, their communication within their company is not organized. Let's start with first scheduled appt. Saturday appt 11-1. At 1:10 pm sales representative calls me and states "he is unable to make it to my home until after 3:45 pm"! While I had already planned out the rest of my day, I rescheduled with sales rep for following Monday. He states I have it down! Ok great! Monday comes 9-11 No Representatives came! Called him back on number he called me on, he made it seem like he never spoke with me! Remind him then he says, oh they did not assign you to me. Call office - no record of appointment! Make another appointment (should have known better)next representative comes, comes late! 2 hrs late. Did not call us we called them! Then he gets here makes his pitch! Asked him about 50-50-50 sale, he says "oh that is only for a certain product that is much higher in price "! (Look for small print) I didn't ask you about cost of materials and I did not ask you to show me cheaper or more expensive materials. Settled on a product ordered it. Told one price then asked me to sign a contract with a higher price! He did revise as he said he would. Told him to add baseboard as he suggested. No baseboard on contract as we discussed. Took one week or more for him to come back and measure what he should have measured when he was there! Three days before install! Come install day, went to work 2 hours later to wait for installers. By 10 am no installers! Called, was told installers will call back. The did stating they will not be able to install until 3:45 -4 pm! ‍ Then they get here and measure floors! Say they can't do it cause floors not level! You know they were not level because salesman stated that before hand that was part of conversation! Just bad from beginning to end. Then none of the workers spoke English! Have at least one person who is fluent with the customer's language! Omg I did receive my 1/3 deposit back rather quickly but I don't want this to happen to anyone else! read more

Poor plumbing practice in removing toilet for vinyl flooring. Had to get emergency plumbing making me lose a lot of money for the emergency work. Manager refused to reimburse for the damage. Their advertising of discount is scheming. read more

Had New laminate floors installed throughout my house. Spent over $12,000. and within approximately 2 weeks a small black hole on floor which then after about a week the floors were coming up. They also banged so hard upstairs while installing that they knocked holes in my ceiling. Tried contacting company with only to be told "someone will call you back" this cat and mouse game went on for about 9 months. Then the same thing happened to my father' floor in the downstairs area. He is 95 and so they agreed after a years' time to fix his floor for no charge but not mine. I would have to pay $1,800 more. Of course, they stalled to let the warranty run out. I have contacted just about everyone I can in the company to no avail. Even the CEO, he did not return my call just had the lying District manager contact me. I don't know what to do other than contact my bank and have the money reported as fraud at this point. I even contacted the BBB with no help. They said it has been a year. I am in the process of contacting the local tv news to expose how this is such a fraudulent company. I am very stressed out about this matter. I am not happy with this company. I have also cut my foot on the damaged floor. STAY AWAY FROM THIS COMPANY. THEY HAVE NO MORAL ETHICS AND VERY POOR CUSTOMER SERVICE. THEY LIE TO YOU AS WELL. CULPRITS TO NOT BELIEVE: LAURA S. MARK P. TRICIA B. YES I AM CALLING THEM OUT!!!!! YOU STOLE MY MONEY read more

I am apauled at how bad the work came out. Damaged furniture, sharpie used to mark cuts, damaged base boards, missing trim pieces, broken washing machine basin, broken toilet lid, and poor installation. After months of trying to get them to do what's right, I have given up and accepted that this company is garbage and won't make it right. Never got my toilet lid replaced, bought new base boards because they said they couldn't source them, bought new trim because again, they said they couldn't source it. I still haven't been refunded for the bed that was damaged and now they're saying they can't replace the toilet lid because they can't find it. read more

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I really don't have the words to say how thoroughly disappointed I am with this company. We called several companies to get quotes to replace our hardwood. Empire was the 2nd company to arrive in our home. The salesman came into our home, probed us to understand what we were looking to do then he immediately started to convince us that we couldn't afford the project. He told us over and over that what we wanted was expensive but never asked our budget or offered suggestions to bring down the cost. He showed us wood that was basic and lackluster. I believe he only showed us what he THOUGHT we could afford. It's been nearly a week. He didn't follow up with us, leave us a business card or leave us with the impression that HE wanted to work with US. I tried to reach out to empire to let them know about our experience. But, they have not responded at all. We ended up going with 50floor. They have a much better reputation and they offered us options to keep the expenses manageable. Not sure what kind of bias the salesman had. But, he decided pretty quickly that we could not afford the project and expressed this to us repeatedly. read more

They were on time for the estimate. They were on time for the install. They installed what I ordered. There were no issues with the quality of their work. There were no hidden fees. I have no complaints. read more

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DO NOT hire Empire Today to do laminate floors... there has been a huge struggle that has resulted in complete dissatisfaction of them putting down discontinued colors and not having the correct pieces to complete the job up to expectations. Then taking 2 weeks to supposedly source the correct pieces, only to find out that they didn't do anything to source the correct pieces that match the color you ordered and paid for in FULL. Oh, their customer service sucks, royally.No one communicates amongst sales, installation, or customer service. The only person who was reliable was the installing teams manager, who apparently has no way to provide feedback to corporate regarding issues during installation... There was one crucial piece unavailable to finish the installation, and rather than sourcing from another warehouse (bc they are a NATIONAL company) , someone in customer service decided to put in the order to redo the whole floor They didn't ask what color we would like to replace the floor they just assumed we would like it. At this point I have opened a dispute, and I requested that the floor be refunded. This is an Empire Today corporate problem; don't sell a floor design if you can't actually install it. And DO NOT think you can choose an adequate substitute without consulting me - the owner of the floor and house that you are supposed to do right by. read more

I can not find the location I am looking for. I will not use Empire again then have wasted my time and energy and I am tired of the well we apologize that does not get back my time oe energy wasted. I have had problems with Empire from when the first hired contractors to instill my carpet it has been buckling for years and I finally decided to do something about it. I called Empire was quoted 2 prices for the areas in the house. At first I went with the one area changed my mind called Empire to tell them I wanted my entire house re-stretched the appointment was made for today and I was told I would receive a call of when they were on the way That did not happen. I finally get home show the workers the areas and they tell me there paper work only says one area. At the end of the day they ended up doing NOTHING and I still have buckled carpet that was never installed right from the beginning. You can tell from my pictures carpet looks brand new. read more

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I called Empire to discuss possibly changing my carpeting, and the salesman, Isaac Christianson, came the next day to my house and I basically had brand-new amazing carpeting the day after that. Issac was by far the best salesman ever. He even ripped out all of the carpeting on my stairs so the technician that was coming the next day wouldn't have to do it. Everything he did was perfect. Thank you Isaac!! read more

They baited and switched straight up lied about the price . I paid for the install then the tech came out 2 hours after his estimated time of arrival and said we can't help you bye and left ! Bro what?? Never Again read more

This is by far the worst company I have ever seen. We purchased flooring, set an installation date, disconnected the propane stove, water supply for frig then got a call at 9:15 am the day of installation that the materials didn't arrive. We rescheduled (and reconnected all our appliances) the installers came and ran out of materials saying we'll come back next week to finish. We purchased the protection plan which included cleaning devices and products. I asked the lead person where these were and he said, "this company never has this just materials to install. No company should be this successful with such bad services and clearly no remorse or ownership of their poor service. Please go with any other company. read more

Two years after installation and the carpet is coming up everywhere. 1 year warranty only. Looks like this one is going to court. Lesson: You get what you pay for. read more

We spoke with a salesman on Tuesday about recarpeting three bedrooms and a hallway. He was very pleasant, and we paid in full for the job. We made abundantly clear to him that we lived in a mid-century house, and that there was asbestos tile under the carpet. No problem, he tells us. On Thursday, the installers showed up, spent no more than five minutes in the house before telling us they couldn't use the existing tack strips and that there were broken asbestos tiles under the tack strips. They seemed eager to move along and not do the job. Of course, the salesman sounded incredulous when I called--had he examined our tack strips, he might've saved us half a day of emptying the rooms and anticipating new carpet. And when we called to speak with the company, we got attitude from the people on the phone. What an absolute catastrophe. Definitely avoid. read more

I very rarely write reviews. But I needed to on this one. If I can help even one person stay clear of this company, then it's worth the time to write this! For our project, the carpet installers were nice (although they didn't speak english, so it was difficult to communicate with them). They appeared to do a good job initially. But as the months went by, a tiny roll started emerging in one small area of the carpet, then another, then another and just before we hit the year mark, we ended up with huge rolls of loose carpeting in the most visible areas of the rooms/hallway. It's shoddy work - and totally embarrassing!!! The ultimate tragedy is having spent well over $3k on this carpet and installation!! And it looks like total sh**. Of course, Empire didn't return our emails/calls initially. When they finally did, they told us we were past the warranty period so we would have to pay for them to have the carpeting stretched. The sad thing is this was our second time using Empire for carpet installation. We spent over $5k on a carpeting project at our prior house and it turned out beautiful. And it lasted. So we were excited to use Empire again for this project. This time around, though, the workmanship quality was downright horrendous. We have serval more flooring projects to do, but definitely won't be using Empire again. read more

Wish I would have come here before hiring this company. My life has been one disaster after another with them. After the make the sale, there is no such thing as customer service with this company. I think they, mess things up on purpose to wear you out so that you stop ever trying to get any customer service from this company. I had laminate and carpet installed from them. Nothing from the minute they walked into my house was right. Didn't have the right amount of laminate. One installer had to drive 1 1/2 back to warehouse before it closed to get more, and then drive the 1 1/2 back plus the time he spent at the warehouse. That left them down an installer for 4 hrs. My install went on till 8:30pm that night, from 8 am that morning. Should not have taken that long but one whole man down, the other guy could not do it. This could go on forever but I will condense.... Next carpet guys, did not bring out the matching quarter round I had asked customer service to add to my bill. Customer service when called said, Yes we see the order but we thought that was for the laminate? DUH!! Ask questions why would that be on the order when the quarter round comes with the laminate? Let's see, then there was the fact that I could not tell why all my rooms had pieced together carpeting when my rooms are well under the width of the carpeting installed. Customer service was baffled by this question also! But, that was that. Also was not told that the carpet installers would be ripping out all my quarter round. I was told "if by chance they broke a piece of quarter round, or accidentally pulled one off they would not replace it." Does that sound like I should have known they were going to pull off ALL of my quarter round? Called to complain about the many things that did not happen, left a message. Did not hear from anyone. 2 Days later called and left a message again that I wanted to speak to someone in customer service, did not get a call back again. 3 days later called again and left a message about how they always talk about wanting to receive nothing but 10's from their customers but I would give them zero's..... someone finally called me back. Steve told me he was told by his boss Amy to call me. Told him my story. His Boss Amy called next day and I had to go through whole story. After telling Amy all the things that did not go right I also told her I felt the places where they seamed the carpet together was not done right. It looks like it is puckering together and coming up. It took them 2 months to get someone to come out to look at it., well... actually that is still to be seen. 7am of the repair day,(as they call it) they call to say installer on his way, will be at my house in 1 to 2 hours. 3 1/2 hours later they call and leave a message that the installer is on the side of the road somewhere with tire trouble and will try to make it to me later in the day or I could set another appointment! Did I already say that it took 2 months to get this appointment because I was not going to take another day off a work for their screw up and needed a Saturday appointment. Of course when you call back the number they give you on a Saturday, no one answers.... so..... I have no idea if the installer will come out today or not.... So, I will sit on my butt all day and wait for Empire Carpet to fail me once again. To be continued...... read more

The absolute worst! We spent over $10k on LVP on two floors of my home. The lead installer didn't speak English so I couldn't review the contract with him prior to the start of work. During the installation they damaged furniture, pulled a sink off the wall (it is no longer anchored, and drywall is damaged). Stair noses were improperly installed, so there are large gaps in the skirt board. The installers solution was to fill the gaps with caulk. When questioned about the gaps, the installer said they were just small holes. Next we set up and inspection to have all of these things assessed. I requested someone other than our original installer as I had already given him the opportunity to fix his mistakes. And there's a huge language barrier between us. Got a call from the original installer this morning, said he was scheduled to do the inspection!! Please do yourself a favor and avoid this company at all costs! I would much rather have spent more money elsewhere and not have these headaches. read more

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The sales representative and the installers who came to my house were phenomenal and did an excellent job. I had no problems with either of them. The problem I had with Empire is that they make you sign a contract and put a deposit down and then not being able to deliver and install the carpet on the date noted in the contract, which is a breach of contract. I had taken off from work believing Empire was going to come and install the carpet I had put a deposit down on, but I got a phone call stating they need to reschedule because they ran out of materials. Empire needs to do away with these contracts and deposits. If a customer puts down a deposit for materials then Empire needs to set those materials aside for that specific customer until its time to install. I could understand if there were no contracts and deposits involved. read more

Boy should I have read these reviews! If I could give them a 0 star I would. First, I placed a deposit on a Berber carpet for both basement and family room. Then they scheduled an installation and didn't show up and never communicated with me. I had to call and find out that the carpet was not in stock with no estimated time of restock. How does a company set a schedule for installation and not know that the carpet isn't in stock. Just not professional at all. NO, I would not recommend this company and if you're reading this and decide to still choose them then be advised that I told you so! read more

Empire was a no show to two appointments before they actually installed the carpet and required cash on delivery instead of the financing we had setup with them. They still charged me the full price after hours of wasted time off work, furniture rearranging and time on hold. I highly suggest you check the better business bureau's website and compare them to 50/50 floors before you buy. I wish I had, since they had 9x the complaints and my experience with 50/50 on my last job was perfect. Here are the details for those interested. The issues started when I called them around 10a for an update the day of the install, since I had not gotten any contact from them yet. Issue 1, installer had a sick kid. I get it and that didn't bother me. Then the second scheduled installation date rolled around and I had to call again at 10a because I had heard nothing. They called back and said they didn't have the product in yet, so they didn't even know they didn't have the product for the first two appoints. I even called in the day before to confirm the appointment and they had no idea they didn't have the product for the installation the next day. After hours on the phone working the issue with them, the product arrived the day it was supposed to be installed (second appointment) and they scheduled me for the 3rd time. The installer showed up with the right product, but they required cash on delivery instead of the financing I had set up through them. After being on the phone with their payment department with the installer standing next to me, they said I had no record of my financing and I had to pay with cash or card. I did, because I could take it anymore. This company does not have the processes in place to function effectively. 50/50 called me every step of the way to confirm and asses the process. Empire has never called me without me calling them first and their employees do not have access to the information needed to be effective. They bank on the fact that the majority of the time things go according to plan and if they don't, they have the contractual language needed to ensure they profit regardless of the service they provide. I'm sure they are glad they didn't have to give me the 0% financing and and why invest in people and process to improve service when the customer can't walk away. read more

Hello - My installation is complete, I have the following feedback though that I want on record. 1. Brand new paint on railings was chipped and deep scratches put into my new handrails 2. NUMEROUS marks on walls even above trim on freshly painted walls 3. Installers had dirty hands and left black marks all over the doors the put back on hinges following the install 4. The bed I had PAID to have moved for the install was sloppily put back into place and then banged into the wall, again a freshly painted wall, showing complete lack of care. 5. Carpet mess from their cuts in my garage was left all over my driveway and garage floor, they were working less than 15 feet from a dumpster I had rented for this job and couldn't take the time to clean well 6. When I attempted to communicate with the lead installer he was nonchalant and arrogant regarding why my walls had to be destroyed stating it was 'so he did not have to cut seams'. Overall I am VERY disappointed with the whole experience. I will NEVER use Empire again and if I were staying in this house I would make you come back and pull all of this out and go with any other company. The installers certainly did not live up to the reputation you guys have out there. I hope this type of thing never happens again to a customer, I hope you address the above as a company and make sure you guys start using much more qualified, careful professional installers. read more

We purchased carpet and hardwood flooring over month ago and 3 times it's been a issue. First time they wanted to reschedule calling when they were suppose to arrive. We told them that we didn't want to reschedule because we canceled appointments made arrangements to be there. They showed up extremely later than the given time and with carpet to short for the area. Second time they sent the same piece of carpet it was to short. Third time they called the morning of the install and canceled. Telling use that they didn't have any padding for us. They didn't offer any alternative or anything. We finally canceled the carpet install and moved forward with the wooden floor. They came out to install the hardware floors and it was the wrong color. Long story short stay away from this company it's pure HELL. I would give them no stars if I could. read more