Had my consultant guy stop by today. The appointment window was 2 hours. We sat around for an hour and a half before he calls to make sure the appointment was still happening. He shows up 5 minutes before the 2 hours was up. We asked him to start measuring. I showed him the rooms that needed to be done and notice that his measurement was very inaccurate. The room was in the shape of an L but he took measurement like it was a full rectangle, I'm sure when he did his calculation on the cost he is over charging us for the extra space too. He then proceed to ask us the laminate we wanted from his demo and he calculated the job to be 15000, with the promo half labor and half material it came down to 7500 and some other discount to be 5800. I'm sure the price is with the extra space I mention earlier. Then proceed to say that they have the lowest guarantee price and we need to sign now or the discount he is giving us is not valid. We try to be nice and say we need to think about it but then he start pressuring us telling us that we would be dumb not to do it now since the price WILL go up by at least 600 if he leave now. Since he was being pushy I told him we are also looking at other bids. He then start bad mouthing to us without knowing who that the other bid was not good and assume that we either had bid from their rival Express or some small company. Saying stuff like they had an F rating by the BBB and they have an A rating. And that last year alone 200 flooring company went out of business and that will be what happen if we chose any other flooring people which will result in the warranty and insurance on the flooring being no good. Hearing that from him I thought I was done with this guy. Thier promo was half off labor and materials, but to me it seem like they raise the price up to do this promo. All the other bid we got started at his half off around 7k and with other discount it was cheaper then his. So much for lowest price garanteee. And yes one of the bid was from Express. we ended up choosing someone else, but at least the guy from Express was easier to talk to and showed up earlier in the appointment window. -showing up late to the appointment -inaccurate measurements to use in his cost calculation -bad mouthing others -half off promo but it was a scam to get a foot in the door -pushy atitude Some people forget that they are earning the people's businesses. They shouldn't be talking down to their customers. And thanks to our home security and security cameras, we got this all on our harddrive. I just noticed something. the review for Rebekah B. With five stars. There is a Rebekah C. that work at empire doing the apology reply to one stars review. Just thought that if those are the same people, are all the five stars review fake? read more

Do not use Empire! Jim sales person came out and explained how everything would be done. Ha! I got 2 installers first day couldn't hardly speak English. Put their food in my fridge, used my microwave without asking. I was in bedroom because they had living room, dining room, and bar area tore up. Helped themselves to pop and water without asking. Next day 3 people showed up bigger mess, next day 4 people showed up bigger mess! Put LVT going wrong way in 3 closets. Used our material that we paid for to fix their mistakes. Now we have 1 box left over if anything needs replacing. We found a scratch on the floor under an end table. They screwed up the bathroom closet. And stepped on a nail they pounded one of the planks. They came out didn't fix anything said I would have to pay. Really? $12,000 wasn't enough I guess. My husband called 9 times Friday May 8. No response. Their installers are not licensed. We have so many Knicks in our furniture from their "professional installers". What a joke. Save yourself money and aggravation don't call Empire! read more

We have no complaints about the service we received from the sales to the installation. The sales gal (Sadie), was very pleasant and knowledgeable. The husband and wife installation team was super and did a great job in a timely manor. The product is very nice and exactly what we thought it would be - nice look and quality. I recommend Empire Today for your flooring needs - no regrets! read more

This situation has nothing to do with covid but everything to do with lack of and respect for customers. I recommended empire today carpet to my elderly father because I've used them 3 times in the past and the service was flawless. The salesman was happy until my dad told him his price was too much for 1 room. He was still able to work out something and my dad ended up purchasing for 2 rooms. The install was scheduled for November 7th. Everything was going well until the installer said he was short 1 ft of carpet. I contacted the sales rep and he said he will contact the office. We had to wait a few days. The same installer came back, after almost finishing we realized the carpet was defective. Since it was berber the installer suggest a different carpet since there was a step and when berber bends the backing shows. We told this to the sale rep. He came back and my dad pick something else. I was not at that meeting. When the installer showed up he said it was still berber. The sales rep convinced my dad that was the right choice as it was a bonus room. By this time I was communicating with customer service manager about my install issues so he agreed to help my dad. He graciously allowed us to pick something else and gave us upgraded padding. We picked the new carpet...the rep made us take a picture of it with her finger on the correct one so there will not be any issues. Well, she sent the incorrect information in for order. By this time I've lost count on the delays. When the installers showed up the padding was incorrect, so in speaking with the supervisor about the padding we realized the carpet choice was also incorrect. Even the supervisor was exasperated at this point. Eventually the job was done on December 3, almost a month to the date. Their handling of issues are very poor. If it was not for me already communicating with the supervisor, we'd still be dealing with this no doubt. The service on the local level is awful. No one here took the time to contact my dad to apologize to him. The sales rep started to ignore our calls and text messages. I was embarrassed and my dad was very hurt. I only gave one star so I can write this review. They don't deserve any. If you want good customer service when getting any thing done empire carpet is not the way to go. read more

The worst company ever. No credibility. The guy did not show up for free in home estimate for 2 appointments. Apparently the customer service set appointments without checking the availability of workers coming out for the job and if you try to talk to the manager, they won't let you because he is always not available. Do not waste your time waiting for them to come by and give you a quote. read more

A big purchase is always stressful. They were prompt and professional. Their customer service was much, much better than Express Flooring. Their Products in the contract were correct and matched what they brought. The installer worked late to get the job done and it looks great. read more

I had a flooring job done and they told me it was going to be done by Christmas here it is the 18th of January and still nothing. I have call the company three times and no one can get anyone t help me. What is a business like this still doing business. I will never tell any one to use them or show off their work, But I will make it a conversation with everyone I talk about staying away from them and show them my unfinished work.It started out great but no follow up by anyone. read more

Horrible Service/Horrible Products ...beware of the bait and switch. Sales representative Jim Silva came to our house and spoke gave us a quote and talked about how there company only used high quality products and stood behind them. Less than a year later the carpet we purchased which was supposedly the highest quality they offer is already wearing out. We called the them due to the promise Jim gave us saying they stand behind there product 100%. They said oh well you should probably clean it or let us know if you would like to purchase a replacement. Really over 5k worth of carpet for less than a years use. Worst company ever save yourself money and go elsewhere. Biggest scam ever. read more

I don't even want to give them one star but I have to. Had an appointment today, apparently the salesman had a flat ten minutes before the end of our appointment window. They said that they were going to still get someone out. No one showed. I called at 450 ( 1 hour and 50 minutes after my appointment) and was told I cancelled the appointment. I understand flats happen but don't say you will come and never call or show up. This is extremely unprofessional. They didn't even care about my business. I will now go to Express Flooring. read more

I wouldn't even give one star. The worst experience I have ever had bar none. Rude unprofessional installers, paid the extra for moving of furniture and heavy things which were thrown into the window in another room. First day after taking the balance due on the invoice they announced that there was not enough laminate to do the job. Not even enough for one room. Now, being as there are three disabled people live here that's a huge problem for one day (which they promised the rest would show the following morning) let alone three days!!!!! Now the installers treated my home like a construction site. Leaving the front door open... Using the saw seven (yes seven ft) from the front door (which was wide open at all times) leaving empty bottles, cans etc behind when they were finally done. I am still picking up small chunks of wood or fragments from the saw in the front yard a month later... This job was supposed to be started and finished on a Monday but wasn't done until late Friday. When they were done they had lost a paper I was to sign and get this OPENED my drawers cabinets in MY HOME Ruffles Thru MY THINGS... Omg... I just wanted the nightmare over and them out of the house. Actually I was scared and almost called the police. Still feel uneasy over the whole thing. Run don't walk away from this company. Overpriced, rude once they have your money, and obviously don't care. Haven't heard one word from them even though I called and also filled out the online review. Stay far away they aren't good people. read more

Zero stars! Poor business model-husband not home? Empire won't even schedule a consultation! I called for my "free consultation". I was asked a series of questions, one of which if I was married, which I am. My husband is currently working out of the country for the next several months. The representative on the phone told me his manager would not allow him to schedule an appointment because my husband HAD to be home. I explained to him that Tucson is a millitary town and it is not uncommon to have husbands deployed for extended periods of time, and women could want to upgrade flooring during this time. I was told under no way would they schedule my consultation. This is a very poor business practice to not even schedule a consultation without a spouse in the home. I didn't realize it was 1950 and this poor little housewife could not make basic home improvement decisions without approval from the spouse. Better get back to ironing and cleaning, as that all Empire thinks us married women are good for. read more

Today we had a free in home estimate. The guy was really nice and seemed really knowledgeable. However our estimate was for $8,500 for just 500 sq feet of LAMINATE flooring. When we showed concern, he knockes $1000 off, but we still felt it was too high. He got really irritated with us. We had another estimate done by another company later this afternoon and it was almost $5,000 cheaper for a,quality product- $2900 and that included ripping up our old flooring. Just struck me as odd. read more

I spent a lot of money for what they called hardwood flooring. I have been a prior customer into other states have never had a problem, however in the Phoenix area I feel that I have been totally ripped off at this point and need to take them to court. They installed hardwood and charge me over $13,000. If in 30 days of moving into my house the flooring started to chip on the edges and was not a very good floor at all. In fact, it wasn't hardwood in the least. It was composite board with a very thin splintery layer of a hardwood veneer on top. It was a rip off for them to even call this an address it and charge for hardwood when it is not. When my contractor was putting in a French door on my patio, he showed me that the hardwood that was actually present was just in a very thin layer like a splinter format...this product could never be sanded down or anything. My contractor was able to chip the flooring off with his thumbnail just as it was doing throughout my house. They sent a third-party inspector who blamed it on my dining room chair (stating that the felt pads on the chair were slightly worn out, however it did have felt pads and was on top of an oriental rug). This third-party idiot said that when I sat on the dining room chair on top of the rug...I was shifting sideways across the boards and taking the finish off of them. The truth of the matter was I've never even sat on that chair since I had moved in last November and before the carpet went down it had started chipping where no one even walked nor was there any furniture. Empire replaced my floor with a laminate floor but never said a word about the huge difference in price which was over $8000 for materials and was not honest enough to contact me to give me the difference in the money back. The so called hardwood The extravagant price tag... For what it is... This is not hardwood don't be fooled by what they say. The laminate just supposed to be their top-of-the-line from Mohawk, does not even look nice. It looks like I'm going to have to take these guys to court. I would not do business with them ever again due to the business practices in this Phoenix area. Your best to stick to a reputable local company to do your flooring or anything for that matter. Do not use Empire today ever! read more

This review could have gone either way. Two years ago my mom bought carpet and vinyl flooring from Empire Today. The vinyl had some issues due to poor installation. Several times we had installers come out to remedy the situation. Without going into details, the installers took shortcuts and just patched the vinyl. We just decided that the flooring was never going to get better so my mom put some area rugs on top and gave up. About 6 mos. later the Berber carpet snagged and unraveled in two places. Jasmine at Empire Today took my call about the carpet and by this time I was so frustrated, I was ready for a fight. Jasmine listened to our problems, arranged for the vinyl flooring to be completely removed and replaced and the carpet was repaired. My mom rarely is impressed by workmanship anymore because my dad and my ex-husband always did such expert work for her. She expects quality. She called me this morning and I could tell she was smiling! She said her floors look great and the installers did an amazing job. She wanted to make sure that I tell Jasmine how impressed she was and that she highly recommends them AND the replacement vinyl is prettier than her original. It is shiny where the original was dull always seemed to look dirty. I asked about the carpet repair and she was also very happy with that. She said they had all the proper tools and is very satisfied. The true test of a business is when things go wrong. I would recommend Empire Today for bouncing back and doing the right thing. read more

This company is very unprofessional. We hired Empire Today - which is based in Phoenix - for a job in Tucson. We were told it would take one day for the install. It's just 3 rooms and stairs. On the day of the install, a contractor showed up with two workers that did not speak English. The contractor said he couldn't fit all the carpet on his pickup truck so they will have to come back tomorrow to finish the job. I walked outside to see the carpet piled up on a pickup truck, unprotected from the desert elements and a 2 hour drive from Phoenix. It even rained that day in Casa Grande. The last thing you want in your house is your new carpet full of desert dust from a two hour drive to Tucson. I assumed a company like Empire would have a truck to transport the carpet. I guess I was wrong. I called the Phoenix location and complained about the fact the driver couldn't bring all the carpet down in one truckload and it taking 2 days for the job. I also was concerned about the new carpet being transported in the open on the back of a truck for two hours and I know it rained in Casa Grande. The installation manager (Joe) told me the job was really a two day job. I explained to him the contractor gave me a different story and he said they would have to come back the following day because all the carpet wouldn't fit on the truck. Joe just said it was a two day job and that it didn't rain on the carpet on the way down. Not sure how he would know that as he wasn't in the truck, but whatever. So, the english speaking contractor unloaded the carpet in my driveway and left the two Spanish speaking workers to work. They only worked for about 4 or 5 hours the first day and 3 hours the second day, so it was obviously a one day job. We complained to the Phoenix office again and I spoke with a different "Joe" who threw the sales person under the bus and said he "over promised" us by saying it was a one day job. When confronted about what the contractor said about the carpet not fitting on the truck - he chose to ignore that response. He offered me $200 back. I laughed at that since this was a $5300 job. He then tried to negotiate with me like I was buying a car and offered me $350 back. Really - it's a $5300 job. The workers told me they would be back at 9:00 a.m. the next day to finish the project. Well, about 9:40 a.m. the contractor showed up. He asked to borrow our cell phone since he didn't have service on his cell phone as he didn't pay the cell phone bill or something. He talked to the workers that said they were at breakfast at would be there in 40 minutes. So, they showed up an hour and 10 minutes late. I also found out the workers lived in Tucson -so, they were not driving down from Phoenix for this job. The workers left the house a mess. My wife and I spent a couple hours cleaning up after them. The carpet was installed and looks good - but I would not recommend this company to anyone. Go elsewhere. The office in Phoenix couldn't care less as long as they got their payment BEFORE the job was started. What a joke! I also wondered if the installers were legally authorized to work in the US. They spoke no english. When I complained about this to Joe - he said I should call the contractor (who left the job after the first 10 minutes) to ask questions. Wow. Stay away!!! read more

Stay far away from this place!!!!! They came to give me a quote it started at over $12,000 for 2,000 sq ft of carpet. When I told Larry that was way over my budget, he lowered the price 4 other times doing me a favor and giving me the upgraded carpet and finally coming down to $7,000. I agree why I don't know, but thank god for a friend who came to my rescue and told me that is an outrageous price for carpet. He took me to Home Depot. I was able to get the same kind of carpet, upgraded pad, with free installation, they will move furniture and haul away the old carpet for less then $4,000. Same services Empire carpet offered me. I had a wonderful sales person at Home Depot who tried to save me money anyway she could. Plus NO hassle! I don't even give this business a one star! What thieves! How they can sleep at night ripping people off is beyond me! Thanks again to my friend Richard and Home Depot for saving me over $3000. read more

The sales rep Jed Cowdell was an absolute pleasure to work with. He is a super friendly and courteous guy. He only showed us materials within our budget, not a pushy guy at all. When we would get close to the high end of our budget, Jed would work his magic and get us discounts upon discounts! He hand picked the sub-contractors for the work we needed and those guys did not disappoint either (we had laminate, carpet, & tile done). His knowledge and his experience makes him a can't miss. If you need help with flooring, choose Empire and ask for Jed Cowdell. read more

I had Empire Today come out to my home a week ago and after a horrible experience the week before with the other company that's advertised on TV (the one with the singing lady) I had reservations but I went ahead with it anyway. The salesman Mike showed up right on time and within five minutes I knew this was going to be a much better experience. Mike was professional, considerate and very attentive when I told him my concerns about my two large dogs scratching the floor , he took the time to show me a number of options that would work for me. I ultimately went with a wood look tile, he advised me that because of the size of my dogs , tile would be the most durable. The price was in my budget and I was even able to finance the project with zero interest! Two days later Empire installed my floor, the installers were professional and every bit as attentive and considerate as the salesman was. My new floor looks beautiful and I could not be happier! Thank you Empire! read more

Don't bother calling the 800-588-2300 number advertised. If you have any question about the so-called selected flooring they advertise as part of their buy 1 room get another room free advertised on T.V. The only answer you will get is they won't tell you unless you want to meet with their sales person at your home. If you ask for management you will get refused and told "they won't tell you anything different". If you ask for the corporate number they will argue with you. If you persist they will give you the 847-583-3000. When you dial it you can not talk to anyone. But you can push the "0" for help. If you do you will only get a recording that says there is no operator. No help, no information = no customer. The prior bad reviews appear to be right. Don't waste you time. read more

I had a fairly long review written (was already well in to the second paragraph and hadn't even began discussing my install experience), but decided that most people might not be interested in that level of detail. Here is the abridged version: Sales process: Felt a little carsales-y to me. Initially quote was really high. Sales promotion brought it to a more palatable number, yet still high. Our desire to get the job done (11 years with existing flooring) had us making concessions that brought it down much lower. Our hesitation prompted the salesman to close the deal by restoring the project to our initial desires and bringing the total down to our budgeted amount. - A win for US!!! Installation process - tile: the installation process started off a bit challenged. While the installers did begin on the day scheduled, they did not arrive when scheduled. After gaining an understanding of our request, they began removing the flooring in preparation for install. We had decided on 1/8 inch grout lines for 20 inch tile. We were assured by the salesman that it would be possible based on the quality of the tile. during the install process, we had challenges overcoming the size variance in the tile (20" tile ends up being 19 3/4" with a +/- 1/16 variance). By end of day they had installed 100 tiles (or roughly 277 square feet). While the installer did a fairly good job, his apprentice appeared to have "free-handed" the area he did (resulting in crooked and uneven lines). The installation manager, Sally, came to review the install and decided (with our approval) to switch crews. Unfortunately the new crew was not available until the following Monday (which would leave the job un-done over the weekend). She apologized profusely for the challenges and assured me they would do whatever it took to make it right. As part of this, she re-ordered the tile for the job and ordered a couple pallets more to ensure that we had enough product to complete the job. Additionally, she had the Sales Manager come out and show us some other tile (as a fall back option) in case the issue with our choice was a production run issue. Second crew came on Monday -as promised. The lead installer, Alfredo, was not happy with the previous installers work so they ripped it all out (approximately 100 tiles). We re-visited the grout joint issue and they were very patient / willing to help us make this decision which included setting up 2 grids (one in 1/8" and one in 3/16" configuration). Seeing that it still looked great (with the larger grout line), we opted for the 3/16, and they began install. After two days we were not to the point we needed to be. The install manager made herself available and committed to visiting the job each day until complete. Tile was supposed to be completed by end of day on Friday, but was not completed until Saturday. Given that the Carpet was scheduled to be installed on Saturday, preparations were made to ensure that the two crews would not be competing for access to the same space. Tile completed and looks great. -another WIN. Installation process -carpet: The carpet install team was quite efficient. In 11 years of home ownership (at that address), and 6 kids, we've accumulated quite an enormous quantity of things (not quite hoarder level, but still ALOT of stuff). Goyo and his crew worked around these challenges. They were able to do a room at a time (moving stuff from one to the next) and completed all of the upstairs without taking anything down to the 1st level). The carpet looks great. Unfortunately, we did have a minor casualty during the install. Our new cal-king bed frame was damaged as the installers moved it from the unfinished side of the master bedroom to the finished side. As before, Empire is doing whatever it takes to remedy this issue. TL: DR Nobody is perfect and all people make mistakes, have "off" days, etc. Empire is no exception. Where they shine is their willingness to admit those mistakes and go to the ends of the earth to make it right. They empower their installers to make decisions that may ultimately cost the company money (ie 2nd tile installer ripped out previous installers work to do it right). No one is "too big" to take an active part in the process. I was in constant communication with Sally (the installation manager). Though she had other jobs, she committed to visiting our site each day to monitor progress. The Sales Manager visited the site to aid in selecting a "backup" tile. He also offered us the chance to upgrade to a more expensive tile (at no additional cost) if that would help to remedy the situation. The General Manager got involved early in the process and ultimately visited the site (along with Sally) to verify the work performed was up to par and facilitate the final remedy. read more

My experience has been awful. The first visit was very nice, friendly and not pushy at all. Plus I got a great quote. We are looking to lay flooring throughout our entire home. I told her that we wanted to talk it over and reschedule another appointment at another time once we shop around. I rescheduled a couple days later for a Friday evening and the person no call no showed on us. the next day I called the customer service line and told them what had happened and they didn't even act like they cared they just wanted me to reschedule. I ended up calling them back another day to reschedule due to mine and my husbands conflicting schedules. that representative called and cancelled on us. so I had to call back again and reschedule. That person was supposed to show up between seven and nine he called me at 6 o'clock asking if he could come now and I told him that I still wasn't home yet I was coming home from work and he kept pushing me to try to come out early. I told him I would have to call him back to see if my husband was home, which he was so I had him come out early. when he got there he was completely rude, told me that the representative who was there initially had been fired and that I was his clean up. he told me that there was no way that they could do that amount of Flooring for that price and that he was going to have to remeasure and give us a different quote. I told him that it wasn't my fault that they hired somebody who didn't know what they were doing. I didn't appreciate being called the cleanup. especially after all the problems we have had with them already. and then he could just kept giving us attitude the whole time he was in my home and then pretty much just up and walked out. I won't be using this company ever. read more

Buyer beware. I wasnt aware and narrowly escaped a very high pressure and regretful experience. 1) Empire Today sales reps - the person who comes out to take measurements - are independent contractors. The more they charge, the more they earn. 2) There is no transparency in pricing - My quote experience started at $7800 then over the next hour progressively fell to $4400. With a direct apples to apples comparison, I learned this was still more than $1000 more than retail. 3) Not all measurements taken are equal. Padding a job with extra yardage adds more commission and if its actually delivered, more waste. Measure before they do and compare. 4) Empire Today incentives and advertised sales are a gimmick - even the independent contractors admit this. Because pricing rational is a mystery, discounts on a mystery are still mysterious. 5) Carpet padding matters. 6) Beware you will experience a slew of high pressure sales tactics. Your time is valuable and they openly remind you they will waste it again if you're not ready to sign their contract. 7) I learned Empire Today will attempt to save a contract within the 3 day contract window by offering additional discount incentives - large incentives - the undeniable truth a quote was way overpriced. 8) When buying carpet, the two major brands Shaw and Mohawk have gotten so good and so consistent, an apples to apples on relative tread wear, density, and stain resistance, leaves only fiber softness and sales commission as the differentiators in price. Once I became aware, I saved a bit over $1500 by not choosing Empire Today. read more

I hired Empire Today to install carpeting for my entire upstairs and staircase. I am so upset with the product. The padding is horrible even though we were told this was "upgraded" padding. The carpet backing is also super thin. They did not even install the carpet around each stair as promised and now we hit wood with our feet each and every time walking up the stairs. I thought I had purchased a 30 year pet guarantee product but this carpet is super thin and uncomfortable. You can feel plastic hard pieces under your feet anywhere you walk. I have called and called trying to have the situation corrected. They took my huge amount of money for this project and now I am so unsatisfied. They finally sent someone to the house to see the situation and told him to pound all the hard spots with a hammer. That was not even attempted. No one even wants to return a phone call now. Do not use them ever. I am a repeat customer after using them in Chicago with prior satisfaction and now I regret this purchase here in Phoenix. Never again will I purchase ANYTHING from them. As I still await some form of resolution. read more

Can't get anyone to call me back regarding grout that was left on our vinyl tile by the installers. We love the tile, just not the installation. Installers also messed up our stove when they moved it, but thankfully we were able to fix it. read more

Very poor in backing up their products that they sell with a warranty. Bought laminate flooring from them with a 25 year warranty. There are no transitions strip throughout my house it all flows. Now 2 years later my floor got damaged and they cannot replace it because they no longer carry this flooring. Their solution is to put in wood that doesnt match has a ridge when placed against the existing floor. Or place a transition strip in the middle of my house. When you talk to them they state they dont back up the product? WHAT? Are you kidding me what do you do when the other parts get ruined? Just keep adding transition strips? Very very bad customer service and now I realize warranty are not always the answer. Don't waste your time with this company read more

Great service, timely, friendly & extremely helpful in helping me to make our decision. Most of all great prices! I will definitely use them on our next project. read more

Use another company. Overbilled for service and despite numerous attempt to resolve, no return calls. Had to open a dispute with credit card company. Installers made no attempt to cover anything, dust everywhere. They were late the first day, necessitating a 3rd day of installation when the salesman said it would take two days. Installers complained about the company the whole time stating they were understaffed and not enough people were on the project. A terrible way to conduct business and literally when you call the company, they act like they don't care. Customer service after the sale is horrific. Wish I had used Express Flooring like my coworkers recommended. read more

Terrible customer service. We scheduled an in-home estimate for 9am. 30 minutes before I got a call saying "there isn't a representative in the area to assign to you" and they wanted to reschedule. This is an appointment that had been made for a week and they we're just now getting around to figuring out if anyone was going to show up. I spoke to a rep named Anthony who couldn't have cared less if I rescheduled or not. Makes me feel really good about Empire actually showing up for any install if they can't even keep a sales appointment WHERE I'M GIVING THEM MONEY. read more

I bought carpet for three rooms in my home, and applied for credit to do so. For some reason, my credit was run three times, my cosigner's was run twice, and the account was incorrectly set up in the name of the person who was to be my cosigner and not in my name. Additionally, Empire placed a second temporary authorization on my account which made it look on my credit report as if the balance on the account was twice the actual balance. In the process of attempting to correct this problem, Empire placed a THIRD temporary authorization on my account which then made it look as if my account was charged up almost to the limit, causing my credit score to drop another 15 points, and in turn affecting the amount I was charged for a new auto insurance policy. Empire told me that the issue was with my bank and they needed to fix it, and of course the bank told me that they could not fix the problem without a call from Empire because they had placed the authorizations on the account. Every time I called Empire, I was told by the agent and that she would immediately call the corporate office and they would fix the problem, but the erroneous charges continued to remain on my account month after month, while I was being told that the issue had been fixed. The bank confirmed with me that they had not once heard from Empire. When I realized I was not going to get any resolution dealing with the local office, I called the corporate office who told me they would get a supervisor on the line to help me and then connected me right back to the local office. It took five months of going round and round with Empire being unwilling to acknowledge the problem was indeed NOT resolved before I decided to call the bank again and see if they could help me. The bank agent suggested I get Empire on the line and try a three-way call, but in order to get Empire to agree to it, I had to threaten legal action. Once the issue was finally resolved, I needed to carpet additional rooms and asked if they would be willing to apply a discount to a new purchase. I was told that a manager would have to be consulted and that I would receive a call back. No one ever called me back; not even to say, "I'm sorry, we can't do that". Against my better judgment I chose to go ahead and have Empire install carpet in the remaining rooms. I had to reschedule the install to coordinate with a furniture delivery, but reaching the scheduling office is impossible. The calls go straight to voice mail, and no one ever returns the call. I finally called the sales rep directly who, thankfully, was able to reschedule the install. When they called to give the timeframe in which they would be arriving, the time they gave me was the time that I said I would be unavailable. The woman corrected herself in the voice message and said the crew would arrive after 10:30, which is what I requested, but did not give me a timeframe. So I had no idea if they were going to arrive shortly after 10:30 or at the end of the day. Again, when I tried to reach them, my calls went straight to voicemail and I received no call back. I received the requested 30 minute heads-up call at a time when I was unable to answer the phone, but no voice mail was left and I was therefore unable to return the call to see if it was the installer. Fifteen minutes later the office called to tell me that the installers were already at my house. Empire's prices may or may not be reasonable, I can't really attest to that because my original need in getting carpet was to have it installed quickly so price was a secondary factor. The better companies needed much more lead time to get the job done or I would have used one of them. But after five months of going round and round with the credit issue and having to pay a higher price on my auto insurance for the next year as a result, there is no way on this earth that I would ever recommend Empire to anyone. Dealing with this company tops the list of absolute worst customer service experiences EVER. My suggestion - steer clear of Empire. read more

Horrible service. Workers arrived late with no notice. Couldn't get anyone to answer the phone to let me know if they were actually coming or not. Tried to over charge me for 3 small rooms of carpet. Would NOT recommend. read more

We bought our first home and decided to replace the flooring. We went with Empire because of the great sale they are having, we regret ever calling them. The carpet was supposed to be installed after the wood laminate but there was a mix up and the carpet was installed first. The laminate was supposed to be completed on the 28th of December but there was one thing after another and it took way to long to complete. The crew was either late or didn't come at all. They ordered wrong supplies and also not enough supplies. There are a lot of flaws with the fooring and the trim they used still doesn't match. When we walk on the laminate our socks snag and you can hear the floor crackling under our feet due to it being uneven. They lost (threw away) some of our baseboards. We can never get a hold of anyone for help and it really doesn't seem as though they care about customer satisfaction. We had to postpone our move twice and lost money doing so. I want to do much more work to the home but will never use them again. Such bad practice. I will be spreading the word wherever I can about how bad of an experience we had, especially on social media. If I could do half a star or 0 stars, I would. read more

Horrible experience. The subcontractors that empire used ended up taking 15 days which was 8 days longer than the sales people quoted. And then to add insult to injury more than $5k in family property and unreplaceable jewelry was stolen by those flooring individuals. Although we signed contract with Empire as the GC, we have had no help in retrieving the goods or getting some type of compensation from Empire for the theft. They have taken no responsibility. We jumped through hoops with police department and they did their investigation but could not come up with anything conclusive. So its been over 6 months since the flooring and thseft occured and Empire has doNe absolutely nothing. So to my fellow consumers never use Empire their lack of oversight as GC is horrible and shameful. Hope to hear something but not expecting anything, so terrible. read more

My name is renee and my husband and I called empire to get estimate for wood flooring laid about 2 yrs ago. We decided to go with empire they weren't cheapest but the most professional and quality of wood was outstanding! Jed C. Was our sales rep. We decided to do rest of the house so who did I call JED!! Came out and gave us a great estimate. The installers are so careful moving all the furniture and putting it back and the job came out outstanding! Can't wait to get rest of house done on Feb 20th I will give you an update til then.. I highly recommend empire the quality of workmanship, warranty you won't be disappointed! Happy in litchfield read more

I originally contacted them because of their apparent 10 million dollar a year budget for advertising. I had rep after rep after rep after rep call me in my office (I am a physician) and explained I was with patients. They were relentess until I threatened legal action if they ceased calling. Very unprofessional and act like a 1 star used car salesman. I am amazed that they are still in business. read more

We are moving here and decided to have the interior painted and carpeted before our household goods got here. Chris from Empire responded, came over and gave an estimate and time frame. We had to bump it out a day to finish the painting. Beto and Orlando came today and fulfilled every promise Chris had made. Very consciousness installers, especially dealing with very fresh paint. We couldn't be more satisfied. read more

I wish I could give no stars. This company from the beginning was horrible. The salesman that came to do the estimate was rude. He kept complaining that he got the short end of the stick on my estimate because he had to travel so far to my city. I chose carpet and set the install date. I received several emails confirming the install date and time frame. The day of install I received a call confirming installation time frame...they called me about thirty minutes before arrival and said they didn't have the carpet and needed to reschedule...seriously? I took the day off work ,moved all of my belongings in 6 rooms and now they needed me to reschedule? They said the because of the inconvenience, they would give us $50 for every day that the install was delayed, should've been $200....I'm still waiting for that money. When I spoke to the woman about the delay she was so rude , I couldn't believe it, I was inconvenienced and she was the irritated one???? My next issue with Empire is that the quality of the carpet the installed was awful. It seemed as though the sample that I was shown was different from the actual installed carpet. It has been a few weeks since the install and the nail boards on most of the threasholds are coming through, you can tell where the pad doesn't meet the edge of the carpet. I can't express how completely dissatisfied I am with this company. Absolutely awful. I tried to call on two occasions about the $200 and the carpet quality with no returned call, had to leave a voicemail both times. Very unprofessional. I will NEVER recommend this company to anyone. read more

I had Empire put down flooring all through the whole upstairs of(living room, two bedrooms, kitchen, three hallways, and bathroom) my house in November of 2015. My experience with them has not been a very good one. To start with three different appointments was missed before a sales rep finally came out. I was somewhat pleased with the new flooring except for a few small imperfections. The real down hill slide came when a pipe busted a bedroom, hallway and bathroom needed to be replaced. I called Empire to come back out to replace the needed flooring. The quote they gave me was almost as much as they charged to do the whole house originally. I asked the sales rep how they came to that price considering it was almost as much as they charged to do the whole house before and also put sub flooring down at that time. So this time they were only doing two rooms and a hallway with no sub flooring. The salesman came up with a pitch that the original job had been quoted way to low. I told him I didn't believe that for a second. I told him that I thought that was a very unfair price and his remark was I am not going to argue with you about the price that's the best I can do but I will call my manager. He called someone and told him the story but never asked could he lower the price. I told him I was gonna check around for better pricing and he told me I would not be able to get the same flooring to match because that was made for Empire only. Guess what that was a lie I found the same flooring and got the job done $600.00 cheaper. I told him I would give him a call back within two hours to give him my decision in which I did. Got his voicemail it was full so was unable to leave him a message. He had an IPhone and I know they show missed calls but he never returned my call. My personal opinion is Empire tried to take advantage of the situation and rip me off. I will never do business with this company again. Thanks, Connie read more

We needed to carpet a small bedroom before putting our home on the market. We wanted to spend the least amount of money possible for this job since we weren't going to live here to enjoy the new flooring but wanted the room presentable. I explained this to the woman with whom I booked the appointment & to the salesman when he arrived. I had already spoken to Home Depot & received an estimate of $450. to do the job. The Empire Today salesman quoted me $640. until I told him that seemed like a lot. His reply was, "I've never heard that before." When I mentioned that Home Depot could do the job for $450., he was suddenly able to drop his price by $200.. He pointed out that he is paid on a commission basis & that this "deal" would only be a profit of $15.00 for him. I have been in sales for 25 years & have never treated a customer like this. He pressured us into setting an installation date with the possibility of changing it later. Later that day we went to Home Depot & found the lowest price carpet/pad & decided we could complete the job with them for around $350. Needless to say, I cancelled the installation date with Empire Today. I would never recommend them to anyone. read more

I ordered my hardwood flooring over a month ago. Scheduled install date was for December 16, 2017. The morning of the install date I received a phone call from the salesperson advising me that the hardwood floor I ordered could not be installed. This was due to the hardwood floor being nailed down flooring and they said that because it is concrete floor they could not install the hardwood without putting a sub-base down which they quoted at $2,000 additional dollars. I was very upset and spoke to the store manager who in turn made excuses for the sales rep being new on the job. They waited over a month to tell me this. I said I didn't appreciate the "bait and switch" routine and they proceeded to try to sell me on engineered hardwood. They then sent a new salesperson out last minute. She could not even provide me a price for the new flooring and the person that I have to speak to is out of the office until December 21st. My new install date is the 23rd. I have never worked with such an unorganized group of individuals. I'm considering cancelling the contract. read more

I had new laminate floors installed today and could not have been more pleased with my decision to work with the folks at Empire. From the sales person, Robbie to the installer Jim and Rob everything was absolutely wonderful. The installation was amazing, from moving the furniture like it was their own to removing the old carpet and padding as well as all of the trash. You would have never even known they were there. They took great pride in their work and it showed. I would highly recommend this team for any flooring needs that you might have.I had bids from several other companies and they price met the bid to get my business. I am glad that I went with them as the result was awesome. They know their business and it shows. The Customer service person and the sales rep both stopped by the day of install and I even got a Customer Satisfaction call during the install in case I had any questions. Can't ask for more attention than that. Love my floors--it is like I have a brand new house!! read more