Something so simple really should not be so difficult. I had an installation appointment for my living room carpets to be installed on a Saturday. Since I had 18 years of lived in furniture and small items that needed to be boxed up and moved out of the room, I started the shifting early in the week. On Wednesday and Friday, I called Empire to confirm that I requested a morning appointment so that I had most of Saturday to bring everything back the living room. Both times, the call center rep confirmed the Saturday appointment. Both times, the call center rep told me to call by 10:00am on Saturday morning if I received no phone call from the installer. I woke up Saturday morning at 7:30 AM to finish off the final movement of items in the living room and repositioned the medium furniture outside on the balconies. As 10:00 AM came and passed, I called the Empire Today call center and the first call got dropped after I identified myself. On the second call, the representative told me that my installation appointment was moved to Sept. 4th from August 19th. All she said was that there were no installers for my installation. Whaaaaat?!?!?!?! I asked for a manager or supervisor and the call center supervisor who was polite said that no one was available in the field and that they could call back on Monday morning to reschedule. I really had no choice. On Monday, no one called from Empire and I called in to cancel my order. They seemed surprised that I experienced a complete failure in follow through. The rep on the call tried to save the job by having a manager approve an additional discount but the damage was already done and I lost trust in this company. I would give them a half star for returning the deposit on my credit card as promised and has been confirmed. Extremely poor follow through for a company that seems to work very hard at getting business but cannot actually do what they are supposed to do. Empire Today is a must avoid unless you want to gamble on losing an entire day of your time. It's time to start this whole process all over again. read more

I just experienced my second bad experience with EMPIRE Today. I ordered carpet for all the rooms in my house, totaling 3000.sf. I patiently waited 6 weeks. Well, The installers failed to show up. I spent the next three hours talking to various low level employees to try and remedy the problem. My husband, age 70, spent the entire weekend placing all of our furnishings outside and covered it with tarps. Rain expected tomorrow!!! On Thursday (before installation) a woman from EMPIRE called and spoke with my husband and informed him that two different dye lots got delivered. So their company policy is to never use different dye lots because they won't match once installed. We are furious and disappointed with the company for screwing up my order. We are considering CANCELLATION, and return of our deposit. Home Depot and Lowe's are much better options. read more

Well this is one very UNhappy customer!!! I took off work to stay home ALL DAY because the window of install is 8am-6pm on a Thursday, which is basically all day, with no further info on whether or not it's at least a morning or afternoon install. Nobody showed up. No phone call. No text. Nothing. I called in 4 times and they were unable to reach the installer. They kept telling me there is nothing they can do because he is still within his window of "all day". So at 6pm I called in again after the install window was over and they said they'd try and reach him and would get back to me. They did not. I called again at 8pm, was put on hold for 15 minutes while they tried to "see what they can do". They said they couldn't reach him and the earliest they can get me on schedule for was MONDAY. THAT'S 4 DAYS FROM NOW!!! I have company coming this weekend expecting a furnished room to stay in!!! I'm also now paying extra money for a pod to store All my furniture in, AND now I have to take off a SECOND day of work!?!?!?!? This is absolutely unacceptable!!! read more

Installer good inside w floor. No proper preparation by flooring contractor. Decisions left for installer w no proper prep after ?? years by empire. Shame shame shame. Floor redone after incomprehensible, unacceptable, incomplete options for baseboards offered by installer. They put new short baseboard next to old tall one after I only selected one. Saw in draft letting sawdust inside. Every time I can taste it with best curad mask I can find. Even they were gagging. 3rd day of begging them to relocate saw and shut front door. Gagging inside closed room when they cut. Asked again &?again & again, ... , if they would open windows to let dust go outside.. I am sick and disabled. Found nail under garbage in bathroom. Clean up never performed regularly or even daily. Would have paid more. For the want of a nail... read more

I'd give zero stars if possible. DO NOT use THESE PEOPLE. Had an estimate for two bathrooms in September. Told installers work for empire-not sub contractors. First available date November fourth while I was out of town and my son would be home. Workers show up at 5:45 pm, notice one toilet clogged, and won't start other bath or wait five minutes for unclogging. Say they'll be back next day. No show. After MANY CALLS I finally get it rescheduled for this week. Guy shows up in a van that looks like it's been totalled. Can't produce anything that says he's licensed or bonded. And then tells me he doesn't have enough product to do the job. Square footage was off by 20%. I've now been on hold trying to cancel this order for 30 minutes. Seriously, not worth any perceived savings. read more

Agreed upon price for new carpeting but when installers showed up they had an invoice for 48% more than the agreed upon amount. Showed them the written estimate. Nothing done, so I sent the installers home with their merchandise and hired a competitor who agreed upon the same price but carpeting better than builders' grade as offered by Empire. Here's the big surprise: They showed up again today, unannounced, with same carpet and same incorrect invoice, so I sent them home again. WTF? Is there a human who works at Empire? read more

I was tired of looking at my old dirty carpet. On TV was an ad promoting Empire and they were giving a great discount, so I called. From when I spoke to someone on the phone for the first time to installation, total time was 5 days. That's it!! Now my place looks, and definitely smells better. As soon as you step on it there is a feeling of walking on cushions. It is thick and plush. LOVE IT!!!! Definitely go to Empire for your carpeting needs. They do take care of their customers!! read more

Empires salesman sold me a product that they knew would warp in the sunlight. After 5 months it did. They blamed me for not covering my windows. Customer service is awful. People flat out ignore calls and emails. Do not use this company they took my money installed a bad product and ran. read more

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If I could give negative five stars, I would. The salesman was pleasant enough, and good at his job, but felt somewhat like a used car salesman with the whole "I'll call my manager and try to get a better price for you." The quote ended up being way higher than I was expecting, but like I said, the salesman was good at his job, so I put a deposit down on my credit card with installation scheduled for five days later. When the installation day came (after we prepped for days at my home trying to clear everything out except for large furniture), we received a call saying that installation was cancelled due to illness. I understand that there is an abundance of caution now due to covid, but I was still upset. We turned our house upside down for several days in preparation of the installation. The woman who called to cancel our appointment stated we could re-schedule, but I decided to just cancel altogether. She stated we would get our deposit back. The salesman had also promised that if anything happened, or if we decided to cancel prior to installation, we would get our deposit back. Waited several days for my deposit to be refunded, then received two voicemails stating that carpet installers would be at my house the next week to install. I was so confused. I never consented to a new installation date nor called to re-schedule. It took about four phone calls to cancel that installation that I never approved or was even asked about. Then, to top everything off, after several attempts (about two hours) to get through to the cancellation department, the person at Empire stated that I would be subject to a fee equal to 25% of my total purchase price for cancelling, and that they had 30 days from purchase to install. By that time, I was furious. I told her that it wasn't even me who initially cancelled--it was cancelled due to illness on the installers' part and that I had a very tight window of time in which I needed the carpet installed. Because Empire cancelled my first appointment, I went to a different company to purchase installation (at a much more reasonable price for a comparable product). After arguing for about an hour, the person on the phone said the best she could do is take my deposit of $1000 and not charge me the remainder of the penalty (an additional $1500). The salesman never told me of this potential penalty, nor did he read me any parts of the contract. He just had me sign in several places and, again, promised I would be refunded my deposit if we ever changed our minds. Also, I have received random calls since then from people who state that my name has come across their desks as potential "person in need of flooring." Hmmm..wonder where they got my information. I'm absolutely floored (pun intended) at the terrible customer service, making of appointments to install without my consent or knowledge, the absolute theft of my deposit, sale of my name and phone number to other businesses, and overall poor professionalism of this huge company. My husband and I have already told everyone we can to stay away. STAY AWAY!!! read more

Empire Today stole $1,000 from us. We got an estimation for replacing the floors in a new home we were going to buy. We were told that in order to lock the quote we needed to pay a deposit ($1,000) and, if for some reason, we were not moving to the new house our deposit would be refunded... well, that didn't happen. We gave notice that we walked away from the new house. We were told that the refund was issued. After 15 days and no reimbursement, I called again, this time they told me that the refund should be issued within 12 days... After 15 more days, my husband called. Somebody from customer service told him that we should receive a check within 15 days... of course, that never happened. Empire Today STOLE our money. At this point, I think we are not getting it back but we feel we have a moral obligation to report this issue to the board and to start legal action. We will spend more than $1,000 in lawyers, but we will make sure that these people don't steal money from anybody else. There are many other companies with values out there. I would, definitely, encourage anybody reading this review to run away from these thieves. read more

I hired Empire today to come out to my house and install a rug in my basement. I asked the installer and the salesman to have the old Epoxy floor removed Before the new rug was installed. They both agreed that this was a good idea. I had a flood a few years later to find out that they never remove the loose Apoxsee water buildup under the loose epoxy and cause mold on my rugs. I had to Hire someone to remove the rug and the loose epoxy after my insurance company dried and clean the rug thoroughly. I called Empire today I was Hung up on twice put on hold to no one ever answer my call and eventually someone laugh at me. If anyone is reading this please do not use this company they don't care about their customers. As you can see in the photo I can lift up the floor that they were supposed to remove where water got into. read more

Empire Today - Carpet Installation Near Me

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I would not recommend Empire today or tomorrow. The salesperson gets the one star for being punctual and professional. Shortly after I get the quote to replace flooring ,I receive a discount card in the mail. I called the number and and was told I was eligible to receive a discount of $600 . The punctual salesperson returned the following week for me to sign the contract. I was immediately asked about not wanting the warranty. To my surprise the salesperson was told I had the warranty removed .The person I spoke with about the discount removed the warranty, which was $600 and told me I was being given a discount. The sales person called the office and was told I was aware of the warranty being removed .Which was an ABSOLUTE LIE. They deliberately misled me to believe I was getting a discount and then lied about my knowledge of the transaction. Will not pay for deception. BUYER BEWARE. read more

Empire did my engineered hardwood in my condo in Alexandria, VA and I love it! They came in the morning and worked till they finished. Best of all I got 0% financing through them. read more

Called Empire Today Flooring on Thursday 4/6/17 to advise hardwood floor chipping in one area. Was told to expect a call back by Monday 4/10 at the latest. No call. I called again on Tuesday 4/11 and was told "they had 3 business days to call back" so "they had until the end of the day on Tuesday" (not really sure who "they" are). Still no call. I asked for the number of a regional manager and was given another customer service #. I called that # today, 4/12 and got a message saying "customer service not available, please leave a message". It is now SIX calendar days since I called and I haven't heard ANYTHING from them! Empire's level of customer care is the lowest I have ever seen. They are eager to respond to sales quotes but nothing after that. I should have known it was not the end of them when I had so many issues at time of installation. read more

Horrible experience with one of their sales reps. In our home today. I regret allowing them in my house. High pressure tactics asking us to "sign now for a discount" when we refused to sign he became very agitated and rude. I absolutely would not recommend this company to anyone. read more

I needed to have my small bathroom floor replaced along with an upstairs hallway. 200 square feet max. The salesman was on time and friendly, did the typical sales approach by trying to become our best friend. I had already received quotes from Home Depot and Carpet Mart and I I was looking into laminate or pvc. The sales person crunched the number and it was $5,700! Then it was $4,700. Once I picked up my mouth that I dropped on the floor, I told him the other quotes were significant lower. He of course badgered us for their price and I said in the $1,500 - $2,000 range. So he says he can't match that and contacts his boss on his iPad (yeah right). 'Boss' comes back and says $2,075 if I book today. I tried to be polite and ask why he quoted triple the price originally and he said 'well we have great customer service". What a joke, I basically kicked him out of my house. SCAM!!! read more

Very bad company. I had someone come out to my home and I picked out what I wanted. They came out on Tuesday to install it! The salesperson told me there was no payment or deposit down. When the arrive they demanded the payment in full before they did any work! I said I can give you half until the job was done. They said that was unacceptable and they were leaving! Very horrible customer service! They also said instead of taking my flooring out and replacing it they were gonna glue the new flooring on top of my old flooring! That isn't what I wanted done! Or what I was told by the sales person what was gonna be done. I wouldn't recommend this company to anyone.... they were very unprofessional and liars! read more

Dealing with Empire has been an amazingly frustrating and disappointing experience. The salesman, Douglas S. was very nice, however, he was nowhere to be found when Empire cancelled our installation at 10 am the morning of. Good customer service, Douglas. Needless to say, that was a problem. Bedroom furniture was dismantled, all our clothes were packed away and it was Friday. After several conversations it was agreed that they would come FIRST THING Saturday morning. Of course, Saturday morning at 7:45 we got a call (automated) that we were 2nd on the list. After another phone call, we learned they would be here at 2 pm. Nobody could do anything about that. Really? Bigger job? More money. Do not believe Empire's ads. Their version of customer service is dreadful. Friends should not let friends use Empire. These people really don't care. They really do not care about customer service or bad reviews. read more

Installers came, discussed in Spanish (thinking I didn't understand) that they didn't want to move the furniture, how small the bathroom was and how hard the installations would be. Then they lifted up my carpet, tore out parts of the pad, threw them into my kitchen, then told me they thought there was asbestos there. Then they left, saying they couldn't do the job. Two other contractors came over, found no trace of asbestos and said the guys at Empire were just being lazy and didn't want to work. I agree. I applied for a refund of my deposit. From reading these reviews, I wonder if I ever will receive it. read more

Do not use this company. A salesman came to our house and scammed us. Frank Colarusso came to our house and gave me a quote for flooring. Then he said, "let's see if you could get a credit line for a year of no interest to pay for it." He had me sign something assuring me it was just to see if I could get credit. Next thing I know, a credit card has arrived in the mail and with $7,647 authorized to Empire Today to finance my install. Another phone call later and he assigned us an install date and picked a floor for us. Unbelievable. Stay away from this company or you will be scammed. And I thought he was just a nice old guy. Felt a bit sorry for him because I was not going to pay $22 a square foot for ugly floors when I had already done my homework and knew we could get them for $7 a square foot elsewhere. read more

They came to my home and did not have enough carpet to finish the job! They expected me to sign off saying the job was finished and it was not! Talked to a rep to complain and he said they reported the job in the system as completed. I am going back and forth doing the phone calls to get the job finished. Totally totally unacceptable I would never refer this place to do business with anyone. I should of went with my first estimate "Luna Flooring" They came back the following week I guess this was a manager along with another worker who definitely spoke English very well. As of October 13 to this very day October 31st no one has called to apologize for the inconvenience nor to offset the amount. I noticed the first crew damaged my basement wall. Never use them again! read more

Empire gave me a quote of over $11K to install LVP and carpet. I went with a local company and was quoted $6500 for the same grade of LVP and carpet. Save your money and look elsewhere. read more

Waited around for my 2 hour appointment window to have no one show up or call. I called company after it was getting too late for any kind of rep to come to your home and they could not get ahold of rep who was supposed to come. Needless to say, if you can't even show for the first estimate, I won't even attempt business with you. Not a very reliant scheduling system as you do not get a name or any information of who will show, and obviously they don't call if they're running late or won't show. Already wasted my time and not looking to give them another chance. read more

I had a free estimate taken. It was high. I was not interested any longer. When I called to cancel (within the 3-day time limit) the customer service people harassed me, trying to get me to continue with the purchase. I said no and stop harassing me. They said okay and canceled the order. Then the next day they called the next day pressuring me and not taking my "no" for an answer. The person that took the measurements and gave the estimate said, "I'm giving you half off on everything: padding, installation, the laminate floors, labor." Cost given at first offer was around $6000. There was no 50% off on anything unless you expected to pay $12,000 for one small bedroom, a living area/dining area in a condo. Ridiculous. Susan M. Sherman Oaks. read more

We always had bad experiences when we did any project with our homes.We for our floors done with Empire.Great job.Very timely. Love the work they did. read more

Had laminate flooring installed by Empire several years ago. We have a concrete subfloor, and they insisted that the underpayment attached to their 'miracle' laminate would be enough to prevent moisture problems. Fast forward about 5 years: Lo and behold, the joints are peaking between planks across large sections of the flooring. Literally, a trash bag's worth of plastic laid down over the concrete before installation would have been enough to prevent this. Now I need to get the floors redone *again*. There were numerous problems with the sales process & installation beyond this, but since I'm now dealing with it, I figured I'd add the chorus of customers telling you to not waste your money on these folks. If you are going with these people bear in mind the sales people will show you 12mm thick flooring in their sample books and install 6mm thick flooring. The installers generally hate the sales people and will refuse to do anything the sales people promised beyond basic installation. If the specific terms you want aren't written into your contract it won't get done. Don't like politeness and a handshake make you think you won't be taken advantage of. You will *never* see your sales person again after they get your check, even if there are problems. read more

Worst company ever!!!!!!!!!! No REALLY (They Are, And Here's WHY) While tearing up tile, they covered whole house in silica powder, killed over 25 fish, some over 14 years old, destroyed half of our belongings, they were cutting tile in our house, killed our grass with chemicals they poured out, tried to cover it up as well, 8 months later, it's still not finished. Now they are saying they only install floors, they don't remove, even though they have already started removing the tile. They are telling me I will have to remove the old tile and grout before they will lay new tile, even though they are charging me to remove the old floor. I spoke with the southeast regional( great guy) Fixed everything, we formulated a new plan of action. BUT WAIT, the local office won't do what there regional instructed them to do!!! ( Stalemate yet again) I'm just a guy who paid $9000 dollars for new tile and carpet....and never got it.... Wanna be the next guy or gal who deals with this⁉ Ryan Marshall read more

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Didn't write the 2011 review below. I did not realize my ex-husband who managed this location logged into my account and created this fake review. The General Manager at the Union City location was creating fake reviews and encouraging employees to write fake reviews as well. Don't trust everything you read. read more

We decided to have the kitchen floor replaced after seeing what a wonderful job they did replacing the floors in the living room and family room. The workers were efficient, polite and the best was they found a way to save us money. After removing the old vinyl they found the floor was not level. Instead of putting down cement they used an electric saw and cut the floor. All I know is the floor was now ok to lay the new floor saving me money from not having to use the cement! The only thing that I was disappointed with was all the dust it created. If you plan on replacing your floors cover everything with plastic. I highly recommend Empire Today. read more

I was just called by the Installation Coordinator that the installer in now NOT coming at all. I have waited 9.5 hours. This is the second time EMPIRE has done this to me. DO NOT BUY FROM THEM! read more

Apparently samples brought to your home are treated differently (like with scotch guard) so they are of higher quality than what you get installed according to the representative of my case. These samples have more treatment so they can withstand going home to home and not deteriorate in quality. Apparently this is why the sample you order off of does not match the final product's quality you received. On Saturday, August 1 we had a sales representative from the Empire flooring come to our home with samples. When he asked what kind of carpet we were interested in I specifically stated a certain type of carpet that we had in our previous home that we loved and we would like in this home as well. It was BLISS by Beaulieu, which when liquid was poured upon it, the liquid would pool and not absorb into the carpet. We have a dog with illness who has lots of accidents and a toddler who spills. That was the only way I was interested in getting any carpet at all if there was some thing that did that. Our sales representative was absolutely wonderful and we had a great experience with him. He knew exactly what I was talking about and I even showed him screenshots from pictures that I took of the carpet we had in our previous home so he knew exactly what I was looking for. He brought us a sample book and told us he has had customers pour coffee over his samples to prove how they repel liquid. My husband proceeded to fill a glass of water from our kitchen and throw it on the sample where it immediately beat it and fell to the floor. No liquid stayed on top of the carpet. We were absolutely thrilled so we decided to put this carpet in our living room and loft area, going with a different kind of carpeting in all of our bedrooms, we were just so thrilled with the products on the sample boards we decided to re-carpet our entire house. On the day of installation the installers did a great job. The numbers on my contract and names of the carpet all matched the information they had. But I noticed when looking into a bedroom off of the living room that the living room carpet felt very differently than the sample board they had just brought it in but it wasn't lay down yet so I didn't think much of it. A short while later the installers took a break for lunch and I checked the progress. The living room carpeting was installed but it just did not feel right at all. I got a glass of water and put some on the carpeting and it's soaked in immediately like a sponge, I was horrified! I immediately called my sales rep and left him a message. He called me back a short time later and was very surprised. He was going to call the insulation manager and I would get a phone call back in a little while so they could figure out what was going on. The installers went upstairs to continue working as there were still three bedrooms to be done and I waited a phone call that never came. The following day our sales rep was surprised we have not received a call and he would try getting in contact with who needed to be talked to about this manner. I received a phone call and tried to explain the situation to the lady on the phone but she kept thinking there was water damage to the carpet and couldn't understand what I was trying to get across. The following day our wonderful sales rep came back to our home with his sample board and he and I proceeded to keep testing the sample board versus the carpet that was laid down. He told us he had customers with that carpet installed over 100 times and it's never felt so firm to walk on, especially being that it's not on a concrete slab. We poured water together on the sample pad and on the flooring, the sample pad had the water bead on it and pull up while my carpeting absorbed immediately upon contact. We were able to get an inspection scheduled and our installer left his sample book with us so I could prove my point because he thought the carpeting was defective. The inspector was also wonderful, I showed him videos and photos on my phone and showed him the sample board laying in my kitchen with water beaded on it. He asked me to email him the video that I have but unfortunately his email address would not work. The company stands by the fact that after their own investigation the carpeting is not defective and that sample boards are treated so they have a longer lifespan when brought into customers homes so they have more product built up on them so technically the quality of the product on the sample board is not exactly the quality of carpeting that is installed. We now have two rooms of carpet that do not function as promised via the samples provided, and the company said the only thing that can be done is we pay for the carpet we have and they will give us 40% off new carpet as well. I will never purchase carpet based on a sample board again because the sample board was admittedly treated so it is different quality than the carpet installed. read more

Empire Today - The carpet we received. Absorbs like a sponge. NOTHING like the sample. - Carpet Installation Near Me

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When we purchased our new home, it needed carpets in five large bedrooms. I decided to compare Empire Today and Express flooring (Ha!, No comparison at all). Larry from Empire came out and we discussed our situation having just purchased the house so our budget was tight. He was patient, gave us many options and took the time realizing this was a several thousand dollar purchase. He measured and gave us an estimate after we selected the perfect carpeting and pad. I then called Express flooring. Boy, do they live up to their name. Express. Rude unqualified sales rep. She is actually a realtor that sells Express flooring carpet on the side. That should have been my first Red flag. She had to call her manager six times just to answer basic questions. I had no issue with that in itself, however it seemed to get the better of her. I already had pictures, name of Mohawk carpet and pad. Making her job easy. So let me save you the waste of time even setting up an appointment with Express and go with Empire! The installers were very hard working. They would not stop to even take a doughnut break. Only once completed they cleaned up everything. We could not be happier. Oh, and don't believe Express flooring's lie/excuse about not being on BBB. The rep's manager said "we don't pay BBB blood money" The real reason is because BBB dropped Express flooring due to their lack of customer service. Had I found that out prior to calling them, I would have never even bothered with them. Save time and do it RIGHT once and call Empire Today!!! read more

Awful carpet and even worse customer service. DO NOT USE THIS COMPANY!!!! Worst quality carpet I have ever experienced and I have had carpet in my home for over 40 years. Customer service manager does not return calls and unwilling to take calls when made. PRICES ARE CHEAPER FOR A REASON-- ZERO STAR RATING. STAY AWAY!! read more

They did not show up to instal, we spent the weekend getting ready - clearing out 4 rooms. Got a email the day before: "Dear , Thank you once again for choosing Empire Today® for your installed home improvement and home furnishing needs. You're scheduled to have your new Carpet installed on 8/6/2018. If you have any questions please contact our Customer Service Team at 800-588-2300® and reference Customer Account # xxxx" The email clearly stated everything was in place - only if I have a question should I call. We call to find out what time they will be here - they stated that because we didn't confirm the appointment it was cancelled - Nowhere did it state than I needed to confirm the appointment. I don't have a 2nd date - do I put everything back? Can't find someone to give me a date. The first time It only took 5 min to get a appointment with the salesman, Now with many phone calls and 1 hour on hold - no one can make a 2nd appointment. Sales man won't take our call - or call us back. I should act like a new customer - then I'll get call back. If I cancel - I will lose my deposit. read more

I will never use Empire again and I would not recommend their services. We were promised carpet installation on a Tuesday with hard floor installation on the following Wednesday. The carpet installers did not show up until about 4:30 and they had no intention of doing the job. I don't blame them after working all day. They initially told us they had the wrong carpet. We looked at it and confirmed it was the carpet we requested. Then it was that they didn't have enough of it. It went on and on with one excuse after another. The customer service at Empire was clueless. The sales rep couldn't help. Eventually they left. So, we had to move everything from the areas where the hard floors were to be installed the next day. This is not an easy task. The hard floor installers showed up as scheduled and did a fantastic job. We then had to move everything back so the carpet could be installed which we were promised would happen on Thursday. The installer showed up but again, it was late afternoon and he said he just didn't have time to do it. He promised to show up the next day and he did. They did a great job. This is not the installers fault. We were promised a service and the promise was broken and Empire really didn't seem to care. My husband ended up having to take the whole week off of work because we had to deal with them and moving everything back and forth. Our house was torn up the whole time. We couldn't use our kitchen. I was so excited to get these updates to our home and the frustration really ruined the excitement. We tried calling Empire's customer service, the sales rep and the corporate office for help or at least an explanation to no avail. Again, we are happy with the contractors but Empire is horrible. It seems that once you sign a contract, you don't matter. I will NEVER use them again. read more

We had (and are still having) the worst experience we could have thought possible with Empire Today. The carpet installation itself was okay, except for the fact that it was/is incomplete. (One of the installers was good, one was sleeping in the car for half the installation. The door to our house was left open and unattended through the installation. We would close it ourselves and find the door open again. Also, there is a spot of dried glue used at the seam of two pieces of carpet that we are now bruising our heels on.) What's been most frustrating is the fact that the installation team did not have enough carpet to carpet one room, and Empire Today has handled the situation miserably -- our final bedroom is still without carpet and has nail boards exposed. After informing us that they did not have enough carpet with them, the carpet installers said they would inform the company so that the installation for the remaining room could be scheduled. A customer service rep also called during the installation to ask about our satisfaction with the job. We told him there was a room that could not be carpeted, and he said he would make record of that in our account. The fact that the installation was incomplete was not communicated with the company by either party. When we called to schedule the final room, no one had record that the job was incomplete. The customer service representative we spoke with was disrespectful and unresponsive. She told us someone would call to schedule within 24 hours. When we followed up the next day she insisted she meant 24 business hours. (That's not a thing. One would just say 3 business days.) After 3 business days, we still did not receive a call to schedule the final room. Finally on the fourth day, we scheduled the room with the Cleveland office. That installation was supposed to take place today. We called to check in to see when the installers would be arriving and customer service had no idea why no one had come. They said they would have the local office call us. After waiting a few hours, we called again. Customer service had a hard time reaching the Cleveland office. After being on the phone for more than a half hour, we finally were told the person who "scheduled" our installation for today forget to put it in the system, and everyone's left for the day. They said our appointment is now scheduled for next Friday, but we'll see. We will have had an unfinished room, with nails sticking out of the floor that we have to avoid for more than two weeks. We feel disrespected and taken advantage of. Others in our family have used Empire Today for their carpet, but I believe that trend will stop with us. read more

The first time I used empire today I don't remember having any major problems. I decided to use them again but it was a constant problems. First, they didn't bring enough material, didn't bring the right color and didn't show up because they didn't finish the previous job in time. The Installation was to standard but everyone blaming one another you don't know who is responsible for miscommunication, if it were the contractors or salesperson didn't take the right measurements. Over the year Empire today did three jobs, average 2 issues as mentioned above. If you want your installation to complete with no issues I recommend not to use Empire today. read more

BUYER BEWARE!! Empire installed carpet in my home a few years ago. We upgraded to the highest quality carpet & padding. IT'S CRAP! The carpet is wearing horribly (I don't have animals or lots of kids) there is a path worn in parts of the padding where the padding is breaking down. I called to get a service repair. Empire will not back their products! They're telling me I have to show receipts for carpet cleaning to even get a service repair person to inspect the crap they installed! what does carpet cleaners have to do with the padding? We spent $9,000 on the highest quality carpet, they will not back their padding or carpet. DO NOT DO BUSINESS WITH THESE PEOPLE!!! read more

We met with the most charming salesperson who was so helpful. But then the carpet we ordered, never showed up, and we had pick a different carpet at the last minute because that carpet was closed at. The installation dude showed up a week later than they were supposed to, with one person. They did a crappy job with plenty of gaps and terrible seams all over the stairs. Because of the delay, they offered us a $500 credit which was nice, but I said it wasn't enough. The person went to check with management, who lowered the credit to $430 take it or leave. Jerks, the whole lot of them. read more

No help from customer service. We put in a claim as per the request of the sales rep that worked with our real estate agent. Multiple calls later, no response. read more