Be prepared to negotiate price, but I'm rating our carpet purchase 4 stars, because the product is excellent, and the installation was superior. This is the first time I've had carpet installed with invisible seams. I know where they are, but I still can't see them. The only negative was having to negotiate price! I wonder how many people pay much more than they need to. That's the only reason this is not a 5 star review. There's a distinct advantage to choosing carpet in your own home because of lighting and existing wall/furniture colors. read more

The main part of the floor looks fine, but the installers were rude. I have dogs and the a/c going and they kept leaving the front door open. They left trash in the side yard for my dogs to get into. They left marks all over the walls and both bathrooms were trashed. They used my good towel to clean up toilet water. They cut into my bathroom cabinet without asking to install quarter round (which I got no choice in the size or style). Finally the last straw for this review is I paid a certain amount down and financed the rest. On the day of install they needed an extra $210 to sand/grind down a crack in the floor, which I paid by credit card. I got my first finance bill in the mail today and they added the $210 to that too!! I called to complain and someone will get back to me in 3 business days. Very unhappy and will not be recommending this company or using them again. read more

Please do not hire this company, don't even invite them into your home. We were told the tile installation would take 5-6 days, it ended up taking 14. We left our home in their hands and stayed with relatives only to come back and find that one or more of the workers had stoled over $5,000 worth of items from us including jewelry, an irreplaceable antique ring my grandfather brought back from World War II, cologne, my daughter's piggy bank and helped themselves to our unsold girl scout cookie inventory of our girl scout troop. I mean, who steals from the girl scouts? Despicable! We filed a police report, sent it to the "loss prevention" department (who are they kidding, they prevented nothing) - that was over a month ago and we have yet to get any response or restitution for this heinous act. I was giving them the benefit of the doubt, hoping that such a large company would make this right, but enough time has gone by and I have no choice but to warn others. I know for a fact that the lead installer (subcontractor) was called away on several occasions to complete other jobs, leaving my job (and my valuables) unsupervised. Poor management, terrible customer service, basically enablers of criminals. Buyer beware!! Not to mention, I still have huge holes in my grout! read more

We were scheduled to have indoor/outdoor carpet installed on Monday October 21st. That morning I received an auto generated phone call saying that my installation was scheduled for today and that there would be one install before me. It confirmed installation for morning. At approximately 11:15 am that morning I received a call from a gentleman in their Phoenix office asking if my installer had arrived. I informed him they hadn't arrived and that nobody had called me. He said he would find out what was going on and call me back. He did not call me back. I had a dr appointment scheduled for 1:30 pm so I pulled my son out of school early and my husband stayed home with him so that there would be someone home when the installer arrived. I called the Phoenix office from my car around I pm and I was told the installer would arrive between two and four pm. When I arrived home at 2:30, my husband informed me that no-one had shown up yet. I received a call at 4:15 from the actual installer and he said he felt it was too late to come or he could finish the job he was working on and be there in an hour. He asked me if I wanted to do that or reschedule. I responded by telling him that it is an outside job and that he would only have so much daylight and since I have no idea how long the install would take - he would need to tell me. He said that he would rather re-schedule for Tuesday and said he could be there any time I wanted. I told him to be there at 8 am. He said he could be there at 8:30 since he has to take his son to school at Tucson High. I said that's fine (although unprofessional). He showed up at 9:15. On arrival, the installers had no idea where the job site was. I showed them the front porch. He asked me what I was doing about the concrete joint. Again, I responded by telling him that's what he has to decide. The installers worked for four to five hours. One installer told me he was having trouble getting the carpeting to stick to the side of the porch so could he just leave it? Since he had already made it stick in other areas I thought it might look silly not to be consistent but if it wouldn't stick it wouldn't stick. He then said, "well I can put carpet tack and try it again." Well that is kind of his job. Could he not be bothered? When the job was done he then asked me for $147 for cement work. I told him absolutely not since I had paid the remaining amount owed COD already. I didn't receive a change order and was not willing to hand over cash based on a verbal request (see page 4 of 14 on my contract). He said he couldn't leave until he gets paid. I told him they would have to wait until I called the Phoenix office. They proceeded to wait. When I called the Phoenix office at approximately 2 pm that Tuesday afternoon of the 22nd, Clarissa answered the phone. She seemed shocked when I told her the installer was requesting more money. She asked me if I had signed anything and told me that didn't seem right. She put me on hold. She returned to the phone saying that I did indeed need to pay it. I refused to and told her to have her manager call me. She said her manager was in a meeting in a very rude tone and said she would have her call me back. That never happened. Meanwhile, the installer said, "I'm leaving. I have other things to do. Sign this. I don't know why they make me do this stuff." CHARMING. I told Clarissa that the job was supposed to have been completed yesterday and that I wished to be compensated for the inconvenience. She said she could give me $50 because that's what they give people when install doesn't happen the day it was supposed to. I didn't agree to anything at that time and I haven't received any compensation thus far. At 5:15 I called the 800 Number on the website and I spoke with a representative named Gabriel. He informed me that my callback would receive the highest priority level meaning I should be contacted within 24 hours. AGAIN, nobody called me. I called again Friday Oct 25th because the carpeting is starting to peel up on the sides and this time I spoke with a representative named Luis. Luis informed me that the install manager for the area would follow up with me. Later that day when I still hadn't heard anything I spoke with Jose on your online chat who also informed me that the Tucson area manager would contact me that day. Again, as usual, nothing. That brings us to one week later, Monday October 28th. I received a phone call from Clarissa, from the Phoenix office. She told me her manager had emailed me and left a message.I had received neither. Clarissa went on to say that since they were "waiving" the 147 I couldn't receive the $50 as well. WHAT? The $147 was never on my contract to start with. It is now November 22nd and I still haven't received any form of refund/compensation. I am told they have upped my refund amount in order to compensate for delays. I haven't received it so I wouldn't know. Stay away! read more

Don't waste your time. Total scam. Quote came in twice the price of any other carpet company. They tried to tell me Home Depot has a lot of hidden fees that would make it more expensive. They were wrong or lying. There carpets were low quality too. Just a money grab. read more

Purchased $12,000 worth of flooring, mostly carpet in February 2019. We went with the premium carpet based upon the sales pitch and the promise of Empire service and 20+ year warranties - HUGE MISTAKE in choosing Empire any day! By March of 2020 we noticed the carpet begin to bunch and had striations in the fibers. When we called Empire, we were advised that any bunching is an installation issue and our installation warranty expired the month prior. After long and painful iterations of taking and sending photos and conversations with our customer service rep, Clarissa, they finally agreed to send someone to inspect. The inspector told us there appeared to be issues with the quality of the carpet; perhaps it was near the end of the roll and was too tightly rolled in shipping. We relied on his expertise and expected Empire would stand behind the product they sell and take care of us. After 4 weeks, we were finally told our claim was denied. Upon our requests for an explanation of why they would not stand behind their product; again, they sent another representative. This person adamantly expressed his opinion that they needed to replace the carpet and even called his boss within our earshot and told her the same. Keep in mind, we would have been happy if they would just offer to help us tighten it up and remove the wrinkles. We were so tired of dealing with this company - even if they charged us $75 as originally offered (back in MARCH!!) but they were not even offering that anymore!! Now we sit 3 weeks from being told a regional manager will call us. We are so tired. All we can do now is warn as many people as we can ...... DON'T TRUST EMPIRE WITH YOUR $$$. It's not worth the risk! They will leave you disappointed and frustrated if anything goes wrong with your job. It is not worth it. It's Lowes and the depot from here on out. I will save money and have a better chance of recovery if something goes wrong. read more

I did a review before telling how awesome the floor is but complained of the scratch on it. The scratch was not the company's fault. I was just surprised how quick. But, again not the company fault. read more

Fast service, great customer services, and awesome floors. Everything happened the way they said it! Installation of my floors were done in less time that I expected. The installers did their job right and cleaned after themselves. I can't complain about anything. Everything was the way it suppose to be! read more

I loved the meeting with my consultant, Dennis. He wore a mask and was very well informed. I felt like I was talking to someone who knew their stuff. He was very kind and professional. I am excited to book with Empire. read more

To be fair, we did get a response back from Tina @ Empire asking for our order # details.

We were planning to purchase carpeting from Lowe's but it was taking forever to get correct estimates, and the pricing was more than we wanted to pay. We had great experiences with Empire a couple decades ago in Chicago, so thought we'd try here in Tucson. The gentleman who did the in-home sales was a little "slick" for my liking, but I believe he was honest and that's what counts. He also seemed to be very knowledgeable. For our price range and color, selection was limited to one carpet type, but it seemed fine to us. Time will tell how it wears; but for now it has a beautiful soft, plush feel under foot, and the color is perfect. Also very happy with the two gentlemen who did the installation - very professional. I would definitely use Empire again. read more

Worst company there is! Let's start off with the pricing, I paid $1900 and change for 418sqft (2 bedrooms). That is crazy high but at first I thought well I'm putting in higher quality carpet and they were the only company that I didn't have to wait a week to install it (1st red flag). The original install guys were on time and were done fairly quickly. I didn't notice anything initially but no long after I saw the carpet had a gap at the transition strips of each room. The 1st customer service lady agreed it needed fixed and worked with me but that is when the hell began. I stared to notice gaps between the carpet and walls, carpet not attached in a corner of one room, I would feel bumps under the carpet from pieces of the padding, cut marks on the bottom of my walls, huge holes/gaps in corner areas of the closets, the installer shoved the shedding into some gaps to hide them, and plenty more. I had multiple no shows or issues where I would be told an guesstimate time for repairs and would wait at home all day just and they wouldn't be there until 5:30pm or the guy would call me saying he would be heading my way soon and 6 hours later he would finally try to show up. The customer service was a whole issue, rude and talk down to you when you try to explain issues. They would sometimes never return my call or email me back. It took filing a dispute with the bank that financed the work to get any real help. Once the financial bank got involved they changed their tune but the supervisor they sent out would still try to finagle crappy ways to fix the carpet and it took the guys doing the work to tell him he can't do it that way. There is so much more with this too. All in all I would chop this up as the worst company that has ever operated. How they are still in business is beyond me. read more

Don't do it!!! We had carpet and laminate installed last Summer, and choose Empire. Not because they were the best priced or the easiest to work with, but mainly because the guy that came to give me our "free quote" was so pushy that I finally said OK! just to get him out of the house. In fairness, the prices they gave were in the same range as the other places I had been looking, but at the time I had no idea what laminate should cost and now that I have done extensive price comparisons for more laminate, they way over-priced me for it. Lesson learned. Because I was told when I purchased the small amount of laminate we had done last year that it was manufactured specially for Empire, if we ever wanted to do the rest of the house, it would need to be done through them as well (BS!) so I searched the SKU on the box that the installers had left when they were done and was able to find that not only is it readily available, but I can buy it from any authorized Mohawk dealer and have it installed by anyone I want. Wanting to give Empire another chance, I set up another appointment and asked for a woman. She was very nice, and came out even on St. Patricks Day to give me a quote. Again, she was insistent that I could only get that flooring from Empire (so Empire either lies to their sales people making them actually believe that, or they are just straight up liars). I even showed her online where I could order it. Anyways, first, she measured wrong. She measured the areas already done and added an extra 70 square feet, but that aside, her quote, for Empire, to install 816 square feet of laminate (not tile, not hardwood - LAMINATE!) was $8,500.00!!! She claimed that the full price was actually over $17K, but I was getting significant discounts. It was all I could do not to laugh in her face (she was a very kind person, so I wasn't holding her personally responsible for the BS prices she was giving me). I quoted a few other places and with top of the line padding and laminate, wasn't more than $5K. In the end, we actually just ended up ordering the same laminate through a Mohawk dealer for $2K and paying a contractor another $2,500 to not only remove our existing flooring (tile and carpet) and lay the laminate, but to put in all new baseboards as well. Like others have said, shop around, do not sign anything on that first visit, no matter how pushy they are!!! If their pricing is competitive, consider them, as the contractors they sent for our initial job for the carpet were great. They were fast, efficient and clean. The kids who the did laminate were not so skilled, but they worked hard and did a great job. Lesson learned, I now shop around and don't get pressured into anything on the spot! read more

If I could give them a lower rating besides one star I would. I called to get a free estimate and that's all I wanted was an estimate. I was planning to shop around and save money to pay upfront instead of making payments with a high interest, but their salesman are really good I took the bait and signed for an installation and put 10% down. Later that day I had buyers remorse and decided to call and cancel before it was too late. That's when things started to get bad. I called but since my order was "pending" I wasn't able to cancel. (And looking over the contract I only had 3 days to cancel to receive a full refund) but the guy said he's setting up a call so I would receive a call back in 24hrs. 24hrs had passed and no call. I decided to call back and the lady who answered said there were no notes regarding such a call would be made. Fine. I moved on and she was able to cancel the order and I had probably brought up my refund about 3-5 times during that call to make sure I was getting the full amount back. And every time she said yes. I would need to wait 10 business days to receive it. Now I'm not sure if it's poor management, the employees aren't given the proper training or if she was just being lazy about doing her job but 10 business days had passed and nothing was posted to my bank account. I called back already frustrated and they said your installation was cancelled but there are no notes regarding your refund... ummm why the hell not ? It should be common sense to give a refund for a service thats no longer needed. I talked to a manager who created a new expedited order so I should receive my refund much faster. Only to say he can't get ahold of the dept in charge of issuing the refunds. And only to find out I have to wait another 10 business days to receive a refund. Don't go with this company they will treat you like shit and keep your money.. I'm still waiting to receive a refund and if I don't receive anything I'm taking legal action! read more

Our sales guy, Steve, was great. He answered all questions we had and came out twice to our home before we signed the contract. We chose a porcelain wood look tile, medium in color. Our home looks gorgeous and we love the tile. However, the installation process and the mess that was left daily by the workers and once they left was unacceptable. The crew never cleaned up their trash (water bottles, soda cans, and lunch leftovers) before leaving each day. My husband and I had to go around picking things up once they left. As the crew was taking up the tack strips, they managed to break a custom shadow box. We were told items would be covered up to minimum the dust that would be left during demo. Nothing was covered. Our pantry items, including food, was covered in tile dust. Had I known they would not cover items, I would have done that before they showed up. (I was at work when this was going on and it was too late by the time I came home.) The crew put furniture on top of our new granite counters and if it were not for my husband being there to put a few towels down, I'm sure the furniture would have been scratched and the counters. Again, everything piled on my counters was not covered and the amount of tile dust from demo was ridiculous to clean up once the job was complete. The fridge was moved (which was fine because it was not working properly and a repair man was coming out) to an area being demo'd but we noticed a small dent in the lower area of the fridge that was not there before. We also saw that the crew had dug a hole in the corner of our backyard. Apparently they thought it was ok to move the rock and empty their buckets of tile waste every day. They also dumped other things they were using from the tile on our rocks causing them to discolor. There were chunks of broken tile left behind in our grass, front yard landscaping and driveway. There was also a questionable gallon container with a yellow substance left behind daily until their job was complete. I've also called several times since the job was completed and complained. Each time, I'm told someone will call me back and there is an open ticket. It must not matter to Empire about how their work crews operate, ONLY ABOUT GETTING PAID.... AND yes, I've taken pictures. I wanted to post pictures but I do not have the option to do so... read more

Worst customer service EVER! Installers have been here for 10 hours to do under 1000 square feet and just informed us they ran out of carpet, and they did the measuring!!!! Customer service's response? 'Well, it happens.' Wow. Save your money and go with a competent carpet company. read more

Empire Today - Here 10 hours and ran out of carpet, even though they did the measurements. Customer service's response? 'Well, it happens.' - Carpet Installation Near Me

I purchase some flooring from Empire there was a clause in my contract I probably should have read or probably should have been explained to me that if I did not pay it off within a certain time frame they added on $2,000 for interest I made every payment on time I have never been late and now I have double the payments. They did a crappy job laying the floor you do not find things until weeks later so it is too late because you already signed that it looked okay. I feel like if you say it cost $3,000 it should be $3,000 not tack on interest because somebody did not pay within the 9 months. I also told my payments would be $56 a month and they are $100 per month they are liars and they only want their money I would hire a different contractor not Empire read more

When I bought my house last year, I needed to replace carpeting in two rooms. I went to my local Home Depot and got a quote for the carpet and installation (which was an advertised special of $99). I decided to get other quotes to make sure I got the best deal. So, I called Empire Today. The person I scheduled with was very friendly and we scheduled an in-home appointment for the next day. The next day arrived and the salesman was 20 minutes early (I was on my way home as I was expecting a 1pm appointment, not 12:40pm). The salesperson called me on my cell phone and seemed unhappy that it would be 5 minutes before I got home. When I got home and the appointment began, he measured the rooms and then showed me a number of options. The quote I already had was for Nylon carpet and the salesperson was pushing Polyester carpet on me (which I had not researched prior to this). When I asked about Nylon carpet he became agitated and told me it was more expensive. After listening to the salesperson do more to talk bad about how horrible Home Depot is (I was told their standard installation only includes one person, no removal of the old carpet, day laborers instead of professional installers, they would probably take up to 2 months to actually install, the quote I received was just an estimate and that it would be significantly higher in the end, etc) instead of actually trying to sell me on his carpet, I chose two colors (one for each room) and he gave me a price which was 3 times higher than Home Depot. When I told him about the quote I received from Home Depot, he agreed to match it. I thanked him and said I would need a day or two to research my options and possibly get another quote. This is when he became really upset and badgered me about how far away I lived and he wasn't going to make another trip out to my house, about how he had given me the information I needed to make an informed decision, etc. He told me about the 3 day cancellation policy and badgered me until I agreed to purchase. I completed the sale and was told the installers would call me later that day to arrange for installation the following day. The salesperson left me copies of all the paperwork but conveniently forgot to provide me with the signed copy of the cancellation agreement which he did provide when I mentioned it. Once relieved this guy was out of my house, I went back to Home Depot to discuss the accusations made by this salesperson. I was assured they were all inaccurate. As the day wore on, I became more upset with how the sales appointment went down and I decided to cancel my order per the agreement. I sent the cancellation notice in them mail as required by the agreement and I also called customer service. The phone interaction was positive, they tried to lower the price to keep me from cancelling but I was determined I would not use a company uses a salesperson that lies. They agreed to cancel my order and would refund my payment within 10 days (the maximum allowed by the agreement). They took the entire 10 days but my credit card was credited the full amount. I can't attest to the quality of the carpet since I never had it installed but the salesperson was horrible. I think the only thing truthful the guy said was that Empire could install my carpet faster (but it didn't take Home Depot 2 months, it took 2 weeks. When they came to do the install, there were two qualified professionals, they took the old carpet away, and the final price ended up being $200 cheaper than the initial quote) Customer service was helpful but if I hadn't obtained another quote before this appointment, I'm afraid I would have been gouged on the price of the carpet. I can't really say don't ever call Empire for your carpet needs, I would just make sure you do your homework, stand firm against a pushy salesperson, and make sure you don't get suckered. read more

Sale person was on time, in fact early and had a person with them to train in sales. Here is some issues I noted: 1. out of three quotes it was the only company to use a tape measure instead of a laser to measure rooms, distance. 2. High pressure sales, commit today get $1000 off the bill.... 3. Asked for a more professional quote, flooring quote was written on a blank piece of paper, could of been a napkin, most unprofessional quote I have seen. 4. Asked salesperson to email me a quote so I would have a documented quote and behold he never did. Guess a $16,000 flooring job quote does not require a documented quote. For these reasons I will not use this company. I figured with television and the big name and hype this would be a very professional company. I had smaller flooring companies give me quotes that were typed up and explain additional cost up front if issues would arise during install. If they can't email me a quote they most likely have terrible customer service and with big claims on warranty with flooring I most likely would never hear from them once I got the flooring installed. Buyer beware...... read more

We called for an estimate for carpet in four rooms and tile in the kitchen. Wanted to take advantage of the add on TV for first room at quoted price other room up to three for $50 each. The salesman told me he already quoted below the special. Haha the quote came to $4000 plus. Then I tried to see the breakdown and he said it's an all inclusive quote. Either take the quote as is or nothing. That was empire policy. What a joke of a company. Ever heard of false advertising? He was rude on top of the scam!!! Do not call them. They are scammers!!! read more

I hired them to replace my carpet with Vinyl flooring. I had some water damage and had to wait for my HOA to repair it. I stated that I would call them to schedule the installation, yet they called and emailed me every week. When the repair was done, I called to schedule the install. When they arrived, they said that the floor was too uneven, it being an upstairs room and the original build, they said there was nothing they could do about it but install carpet instead. I told them that carpet was not an option. They said I would have to fix or not get the floor. I asked them if there was something they could lay under to help even it out, they sharply said NO, gathered their tools and left. They were rude and unprofessional. I called the sales rep to cancel the order and all I got was sass from her. I was extremely ticked off. I was told that it would be cancelled ASAP and would get my full refund in 6 to 10 business day. On the 8th day, I called their so called customer service. It was a 3 ring circus of getting told different stories, different information and just plain BS. After 10 calls and countless threats of filing a BBB complaint on them, I did get my full refund but it was like pulling teeth from a T Rex. DO NOT GET SUCKERED INTO THEIR OFFERS!!! They are completely unprofessional and have crappy customer service!!! read more

Our installation was halted mid job without any communication. No one knew what was going on. It took two days to resolve the issue. They were waiting for more plank but no one would tell us that. We weren't told they would damage our baseboards. Our home is just over a year old. We have to pay for new boards now. We also have to repaint the walls because the installer smeared caulk all over them. Some areas weren't caulked, just left with a gap. Some pieces of baseboard were destroyed. Some areas of the house make a popping sound when you walk on them. We were told they would put plastic over the entrance to our office. A lot of the furniture was in there. Shortly after starting the job, someone tore the plastic up the middle. There was no attempt to fix it. I fixed the plastic but they opened again. Everything was covered with dust and debris. In the kitchen, they didn't put plastic to the ceiling, they barely even covered the cupboards. During the first day, someone put his lunch box on the counter which tore the plastic down. Again, no attempt to fix it. It was torn down again after I fixed it. Without permission, they used all my ice and the microwave leaving the appliances uncovered. I have had to wash everything in every cupboard. In the laundry room, they didn't even attempt to put plastic up. Closed bedrooms were opened by the installers so those rooms were dusty. This is a sticky dust you can't wipe off without cleaner. They used my patio for lunch, leaving their wrappers, etc there. They also stained the furniture (they must have dropped food). It is impossible to make a complaint to the company because they won't return calls. I cannot recommend this company. read more

After seeing their commercial for the millionth time for "buy one room get two free" we finally decided to give them a call and schedule an appointment. My big mistake was not doing any research first. When I talked to the rep on the phone I asked her what their average price on laminate was and she said she couldn't tell me, only a sales rep could. Weird, ok. I scheduled an appointment for the following Monday and gave them all my info. What a mistake! After talking to them I decided to look up customer reviews on them and of course discovered bad reviews on Yelp and on other sites as well. Pretty much everybody says don't use them. They are overpriced, the sales reps are rude and you just get screwed. Full disclaimer: it wasn't my personal experience, I didn't get very far with them, but judging by how they handled my request for cancellation I believe all those reviews. All the positive reviews are clearly written by the company since those reviewers don't have any other reviews posted. After I read all the negative reviews I decided I didn't want to deal with them so I called and cancelled. if any rep from the company is reading this IT IS MY RIGHT TO CANCEL AND DON"T GET HARASSED AFTERWARDS!!!!! STOP CALLING ME!!!! They wouldn't stop calling me! They think that by harassing me they can still get me to buy their services and it's not gonna happen! And I'm not really sure how to get it through their thick heads - don't call me anymore! read more

We needed carpet in a hurry because Home Depot really screwed up. I had Empire Today initially come out on a Sunday. Larry Mullins came out, measured and showed us samples. The experience with Larry was a good one. They installed the carpet in three rooms by the following Tuesday! I was impressed with the level of professionalism and the speed. I would highly recommend using them instead of anyone else for any flooring issue. Avoid the big box stores and go with Empire - they really care about customer satisfaction. read more

We recently had Empire Today install laminate flooring in our park model in Paradise RV Resort. Cory Pfister was our Independent Contractor who helped us choose the right flooring for our home. He was so helpful and easy to talk with. He was courteous and lots of fun! We enjoyed our time with him and when it came to getting a great deal-he was wonderful at meeting our budget. The crew that cam to install our floors were really great! They worked quickly but very high quality. When we wanted to add more flooring into our laundry room, there was no other person for us to call but Cory! Thank you for great work, great quality floors and helping us make our home even better!! Empire Today will be our number one choice to recommend to all our friends & family!!! read more

The carpets look and feel nice but there were a several spots that looked rushed and undone and they didn't put our closet door back in. Overall not bad though. Scheduling and set up was nice and easy. read more

I am editing my original review which I gave them 1 star because of issues with scheduling measurements and repeated calls to the 800 customer service number that went unresolved. After the local office manager contacted me, Dan was able to get the scheduling department to call me within 30 mins and actually had someone out there that same day to get the work to move along. When they showed up at the house they were great. The issue is with the 800 call center that really doesn't do justice to the local team. I still don't appreciate the struggle I had getting someone attention to my issues, but in all fairness it was not the local team's fault, it was more the corporate side. Aside from the scheduling issue, the sales guy was golden. We put him through the ringer with multiple variations of quotes and choices. He was just the right blend of professional and friendly - made you feel like he was your best friend yet kept that professional demeanor. The floor installation happened exactly as promised two days later and the team that did the installation was friendly and professional. read more

Our experience with Empire was not a good one. Their sales and response to quotes and carpet samples was good but it ended there. The carpet for a small bedroom (with all the furniture removed) took 7 hours to install over a 2-night period at very inconvenient hours (930-1 am the first time, 830-1030 pm the second time) and it was installed poorly and not in the 2 days they had assured us. We were hoping to get the carpet installed to complete a bedroom before quests arrived for Thanksgiving, it was not completed in time! The seams were poorly placed and the carpet was pieced together with many seams and some gaps. They also broke some tiles that were in the adjoining bathroom! Empire did replace the carpet and it was installed correctly the second time around but it was not done in the time frame they had promised which was very important to us!! We were very disappointed that neither the sales rep nor the installation manager ever came out to see what faulty installation looked like. They are not even aware of the broken tiles because they couldn't be bothered to come see their work. This is even after I recommended that they come out to see it. Not once did a representative from Empire come out to see the botched job. We specifically asked the salesman (Jeff) if Empire used their own installers because we wanted to be assured of their quality. They said they did but it was obvious that they hired some contractors to do the job without really knowing the quality of their work. Empire did not impress upon us that they knew what was going on with the installers. We really feel that Empire over-booked so they hired whoever they could to get the job done. It was very disappointing to us that no one offered us a discounted price or any kind of compensation for the horrible inconvenience and quality this installation was. This experience was terrible, it was handled so unprofessionally by the company and we cannot with any confidence recommend this company to anyone. read more

I had high hopes at first. They advertise a sale of 50/50/50......basically half off the carpet, the padding, and the install. The salesman/estimator that came out was named Chris. He was very aggressive, almost upset at the simple questions I was asking. I told him I needed 1244sqft of carpet. He said how did you get that number. I told him I measured it myself. He then said I was probably incorrect and that I would need 1500 sqft. Really....without even measuring it first he is going to suggest this? I'm not an idiot. Next I asked him how much the carpet was that we were looking at. He told me it was $4.00 a sqft installed. Said that included everything. Yet he said he wouldn't be able to give me a break down to show how much the carpet, padding, and install was and how much the 50% off sale made it. He was in the house for maybe 10 min and I finally kindly asked him to leave. I told him I didn't like his aggressive attitude toward my otherwise simple and straightforward questions about their product and its pricing. I have never felt such attitude from a business like this coming to give me an estimate. Isn't the goal to gain my business? I guess Empire has more then they need and don't really care about the customer. Horrible first impression. So if you want transparency in pricing, this IS NOT the place to go according to Chris and his answers. If you want someone to come in and tell you that its going to be $4 a sqft and the total job will be $6000 without a single measurement or a realistic breakdown in price for product and services, then this is your place. Good luck!! I was going to reschedule an estimate with this company in hopes of someone more stable and friendlier, but I've been on hold now for 45 min. Other reviews have said they don't answer the 800 number. That is my experience. I was so excited to finally get new carpet, yet now it's turning into a headache. read more

Had an appointment for carpet installation yesterday. They did not show up. The installer called and said they would come out today. When they showed up, he had trouble contacting Empire to process the credit card; couldn't decide where to set up his supplies outside and asked me to move one of my vehicles. While I was moving my vehicle, they put the carpet back on their truck and drove away - without saying another word! It was surreal. Nice going Empire. Not sure how you will stay in business... read more

After receiving a quote from a competitor, I actually cancelled the appointment I had scheduled with Empire thinking the flooring I wanted was not in my budget. However, I received a call from the Empire representative asking for the opportunity to visit me at my home and show me their product and prices. Not only did they provide me a quote for about HALF of the competition, the installation crew of 4 arrived less than 24 hours later and did a beautiful job! I'm very pleased with the price, product, 30 year warranty, and customer service of this company. Many thanks to the sales rep, Alvin Ross, for making it happen! read more

Well I had a consultation appointment scheduled today and they didn't even show up. What kind of service could they provide if they can't even show up? This business is laughable in my eyes. Never again. read more

Empire did a good job recovering from the first appointment cancellation and install was quick, however you just should be aware that you get what you pay for. This isn't high quality carpet and the pad is so thin I actually don't know if there is any under there or not, it feels like you're walking on concrete. read more

We had an sales appointment for 4-6pm today. No one showed up or called. I called customer service and they could not reach the sales person. If this is how they operate I'm moving on to another company read more

How can you trust a company that gives you a quote for $7500, and becomes the likes of an overbearing used car salesman. Two other quotes were about $4000. Telling this to the pushy sales guy, I think Mike, he first went into a tirade bashing these other two companies, and then said he would match them. So... if the other quotes were 4K and yours was 4 1/2k and you match...cool. If you were $3,500 more, and apples to apples and THEN you match? You were trying to rob me and now I should do business with you? Um, no thank you. read more

Very impressed with Empire Today. We had a floating hardwood floor put in last November. The salesman said that "no one is AZ glues down their floor". We didn't really care either way, so we floated it. The installers glued each seam, which upon inspection from Empire's specialist, is not proper. So after some back and forth (and some procrastination on my part), Empire REPLACED THE ENTIRE FLOOR WITH NEW PRODUCT AND GLUED IT DOWN AT NO CHARGE!! NO CHARGE!! I think we deserved that but it is not very common that the customer gets everything they think they deserve. Special shout-out to Joe Schwab the GM. Took good care of me. read more

So Empire Flooring called me after my Yelp review and made a very good effort in correcting the problem (with regards to the carpet). They searched all of their warehouses to find some left over carpet and succeeded. They stayed in touch with me and followed up as promised...within one week they found the carpet I needed and sent someone out to repair it at a very fair price. I just wish this is how they responded on my initial call. That being said, working with Jasmine made the difference and this company is lucky to have such a dedicated employee! They resolved the issue and I am now satisfied. read more

Oh boy, where do I begin? Well, it's nice that they will come to your house and show you the different carpets and give you a quote right there. The guy that came to my house was nice and professional, but he took forEVER. He chattered on and on, and it took us 2.5 hours and a mountain of paperwork to get me a quote. I decided to go with them based on a previous experience. I had them 6 years ago when I needed them to install carpet in my condo. It was a good experience then, but apparently a lot can change in 6 years. I wish I had read these reviews first. I booked my appointment a week in advance and was told they would call in the morning to provide my window of time. I had removed all of my belongings from under beds, in closets, etc, and this was a very time consuming task. We had an arrangement that they would move furniture. When no one had called me by 10AM, I called the main number and was offered $50 if I would change to the next day because they were overbooked. Being a holiday weekend, I could not be flexible, and had already taken a day off of work to be there. $50 just wasn't going to cut it. Then the guy said, "oh, okay. I guess we will TRY to find someone." Super. Several hours later, the installer called and said he would be there shortly. Who shows up? ONE GUY. He said he was told the house was empty (see here, it's stamped "empty" on my paperwork!) Seriously, does it look empty? Do you think I just filled it with furniture to mess you all up? Obviously someone's mistake along the way. He said, "well, I can do it, but you'll have to help me move the furniture." Ah, no. We agreed YOU would move the furniture, and it's already 3PM and this is going to take you well into the night. So, he called the corporate office. They said they would call me, so I sent the installer away. They called, apologized and offered $150 discount. I said that wasn't going to cut it, and asked for an additional discount. She never called back. Much to my surprise, 2 days later I received an e-mailed confirmation of my installation date - in 3 days! I never agreed to a new date! I called and they told me I would need to "deal with their cancellation department" who would call me. Good grief, I never booked a reschedule so why do I have to deal with a cancellation? I've never had an experience like this, especially with such a well-known and supposedly reputable company. Will not ever deal with them again. When you're dealing with a service issue, it's not so much that something got screwed up - I mean, that happens. It's how they deal with the screwup that really counts. From what I could gather, they just didn't care about my business. read more

Salesman Larry was easy going and not high pressure. Material delivered next day and installation started two days later. Two man crew worked hard for three days installing the vinyl plank flooring and looks great. Cleaned up everything. Cost a little more than I expected but had a couple estimates and all were close to same range. Had one question for customer service and they were polite. Time from salesman visit to completion was six days. read more

We absolutely love our new, soft, beautiful carpet with upgraded pad!! We had two other bids that were given which were similar in price, however, Empire beat those by about $5000!! We were so happy!! We have a 30 year guarantee too!! The installers were professional, polite, and very good at their jobs. Thanks, Empire!! We've already been recommending them to our friends!! read more