EMPIRE CARPET is TERRIBLE. Save your money and go elsewhere. Empire Carpet fails on installation quality, customer service, and post-install support. I reached out to the general manager regarding a gap that I found in the Carpet a couple of months after the installation. He never responded to my message, but when I was having the installation and had a problem, he called back, so I guess after getting my full payment for the installation, there was no need for him to reach back out. My sales rep contacted me one day and I told him about the problem with my carpet and he told me to call Empire to schedule a repair. That's pretty bad customer service in my opinion because he came over here to sell me the carpet, but couldn't take the time to contact customer service to fix the issue from the initial installation. I'm leaving a picture of the gap so you can see the shotty work. I've contacted the customer service. They've left me a message and an email. I called back twice and also left an email and after a week I'm still not scheduled for them to come out and fix my carpet. I would not recommend this company to anyone. We paid the full price upfront, over 6K and this is the service that we get. In addition, our heavy bed was not moved back the way that we had it before it was uneven, and a part of it was even broken in which we had to repair ourselves. During the insulation they cut my cable which was under the carpet and tried to say that it was our fault because it was not visible. However, the cable box was on the wall with a piece of the line Out, and you could see that it went up under the carpet. This happened in the middle of my workday, which I lost time, money and efficiency in my job waiting for my cable to be restored 2 to 3 days later. read more

Empire Today - You can see the gap clearly on the right in the middle from the initial installation. - Carpet Installation Near Me

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I selected Empire based on an Instagram ad I received because we know that our phones are listening to us. Anyhow, I have been familiar with the company due to commercials I've seen my entire life. Anyhow, a sales professional (Kris) was dispatched within a day or so. I initially planned on getting hardwood floors. However, once the installed arrived, he thought it wouldn't be a good match. Based on his recommendation, Kris came back out and provided me with carpet samples to choose from. It took a few more weeks, but I was very happy with the results. The carpet installers were efficient and courteous. The overall value was reasonable too. read more

Empire Today - Before picture - Carpet Installation Near Me

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LOVE Empire flooring!! Loving working with them and the service they provide, very hands on! It's really a one stop shop!They have many different options! And the reps are soo kind, helpful and knowledgeable!! read more

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I used Empire once before to install carpet in my master closet. Small, easy job. They did well, so when we moved I hired them to replace all the upstairs carpets in our new home. They came as scheduled the first time. Installers worked all day and didn't leave until almost 11pm. I noted on the paperwork that the seams were all visible and that they would need to be fixed. The next day the installer returned. He said now that it was light out it was clear the company had sent him with rolls of carpet that don't match. Instead of a single roll from a single line, they were rolls with slightly different color, texture, pile height and density. The company said they could reorder the carpet and have them replaced. I said I wanted that done. They delayed 3 times. The first time was because of rain. The second was because their installer didn't show up. I was pretty upset by this time because we were trying to move in and the entire time we're waiting for the carpets I can't set up book cases or assemble my daughters beds or order furniture. We spent two weeks on hold. The third time they simply didn't show up, no call, no excuse. An installer finally came the following Thursday. We were incredibly relieved, and took him through to explain the situation and why the replacement was needed. He tore out all the carpet, started to put in the new carpets, and when he got to the first seam he told us the carpets were, again, mismatched. I called the local contact and asked what was going on, and she said, "I can request they send a single roll when I order the carpet, but I don't have any control over what they send." She said she could order the carpets again, but there was no guarantee they would send a single roll. I said that was unacceptable. Obviously they can't just install mismatched carpets, and keep reordering in the hopes that eventually they will get what they requested. It's absurd. We discussed our options with the installer, and he said that he could talk to his manager, that they should be able to order the carpet that day (a single roll, he said the upstairs could be done with one roll so it would all match), and that if they ordered it right away it would get there Friday and they could install it Saturday. We said that would be great. So they left without installing the rest of the carpets, because they would just have to tear them out on Saturday. In this entire experience, this installer was the only one who has exhibited any concern for our needs and made any effort to provide us with the service we expected when we hired Empire Today. He knew the concern, he recognized right away that there was a problem with the carpets Empire ordered, and instead of mindlessly installing carpets he knew wouldn't satisfy us, he tried to work with us to find a solution that would make everyone happy. I'm so disappointed that Empire didn't follow through or show anything near the same concern as the installer they hired. So they left on Thursday, with the expectation that the carpets would be ordered and installed on Saturday, and nothing happened. We were told the manager would call Friday. He didn't. The woman at the local office said the marketing manager would call me on Monday. He didn't. We started calling the local office on Monday and have received no answer, no call back. I started calling Empire's main office on Monday (July 26th). As with everyone else, each time I waited on hold for over an hour, was told they would try to get ahold of the local office, couldn't get ahold of the local office, would make a ticket, and then promised a call back. On Tuesday I explained that there are dozens of feet of exposed tack boards, literally hundreds of nails sticking up, with five kids in the house. My daughters have been sleeping on the floors for weeks. All the upstairs furniture is packed into our master bedroom or the girl's bathroom. I can't walk to my bed. The girls can't walk through their bathroom. The doors are all still off their frames. On Wed I explained that they are exposing themselves to a lawsuit, leaving the nails exposed and doing nothing to remedy the situation. Each day I was told that I would receive a call back the next day. They said since there was a safety concern it would be dealt with quickly. And yet, not a word. We have now been in this dangerous, unfinished state for a solid week. Not one employee from any office having anything to do with Empire has made any effort to reach out to us, despite the obvious urgency and the potentially disastrous ramifications if one of us were to be injured. They can claim to be concerned about our situations and say this doesn't meet their standards and promise to reach out soon. It's meaningless unless someone actually does something. read more

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I would give negative stars if possible Do not use unless you live in Memphis or suburbs. We scheduled an appointment last Friday they canceled claiming storm damage. Rescheduled for Monday, no call no show and when we called inquiring about it they claimed noone put it on the schedule so we again rescheduled for today Wednesday. 2 hours prior to appointment time they called claiming to not feel well and wanting to reschedule because we live about 45 minutes from the city limits. I drive into Memphis every day for work its usually around an hour commute. I also deal with customers almost daily as an industrial automation field service tech.sometimes I have to travel several hours to get there and if I treaded my customers like this, they would find someone else not to mention the customers that the different companies that i have worked for would lose as a result. read more

SHOULD BE -10 stars! Piss poor service. They scheduled an appointment for Thursday, December 16th between 5 PM and 7 PM. I received a phone call about 3 hours before the scheduled appointment and was told that the person coming to my home called in and wouldn't be able to make it. The new appointment was scheduled for Friday, December 17th between 11 and 1. Well, no one showed!!! Corporate (Home office) stated that the appointment would be Saturday, December 18th between 3 and 5. The SAME man called and acted as if he knew nothing about speaking to me and scheduling the appointment for Friday. He continued to say that I lived too far. CRAZY!!! Why schedule the FIRST appointment if you felt I live too far? I told him no worries, I would contact another company, and his response was, "OK." You don't need my money and I don't need your service. Farewell! read more

If I could give then a neg star I would. Certain things weren't explained correctly. For 1, we were told we paid the remaining balance after the job was done. The guys got here and we were demanded we pay upfront. Before the job was complete!!! Second thing, after we pretty much paid for the entire job and after ripping the previous floor up we were informed of the floors needing to be leveled. Ok GREAT! Let's get these things leveled. BTW the way that's extra $$$. Huh? Told us they couldn't lay the floors period without the extra $$. Even if we wanted to oppt out of the warranty. I was really excited about my new floors now I'm just over it all. I'm advising everyone I come into contact with to skip on this company. Run for the hills. Even if they offer half off service. That's usually a scam, it's usually the product no one wants. Horrible company!!! read more

Initially I gave Empire today a one rating. But I ended up working with Jenna at empire back in November of 2021 and she worked it out where all of our carpet was replaced with new carpet because initially the installers did a horrible job and the wear on the carpet was awful for it to only have been installed in 2019. My carpet was fully replaced in April of 2022. I would now give me them a five star review because I am very pleased with the new carpet and the installation crew did a fantastic job. Always ask for Alex to install your carpet, he is the best, does excellent work and you will not have any problems with them getting the job done quickly and correctly. read more

What would you give a company that MISSED TWO APPOINTMENTS. Not good. Today supposed to be here between 9am and 11am. NO SHOW and not even a phone call. Last Wednesday, 9am to 11am - NO SHOW. Got a phone call at 11:15am from sales manager. He said the sale person had car trouble. But the sales person didn't call. When I said to him, usually a sales person will call and say about when in the 2 hour window they were coming, but nothing. Then the sales manager, instead of taking responsibility blamed it on the guy who couldn't do it so he had to give it to another guy and his car then broke down. It was an insight into the character of this company. read more

Everything was going well until a year later. The carpet in two of the bedrooms started lifting. We have 3 bedrooms with the same carpeting. No children running around so this is very odd. We still owe 3/4 of the balance due so you would think the company would really want to help you. Nope. Labor Warranty runs out after a year??? So, the sales pitch is perfect, they did everything they said they were going to do. Carpets look beautiful, but if anything goes wrong you better call within those 365 days or you have a fee. I will not recommend this company to my friends/co workers and family. read more