It's a wonder this business hasn't shut down already. Poor quality work, lying salesmen, and administrators that forge documents. We are going to file police reports on them today. Buyer beware! Update: [[HIGHLIGHT]]Every time we leave a bad review, they ask us to email them but they never respond.[[ENDHIGHLIGHT]] They only respond on public platforms like the guy that responded under me. read more

I initially left a positive review for Empire Flooring before any work was done because the salesman, Tim, was friendly and professional. He asked for a review and I assumed that based on his level of service in sales, that would carry through the entire project. Unfortunately, that assumption was dead wrong. Tim mismeasured our flooring, and the installers did not have enough material to complete the job. They had to leave the project incomplete with our home in disarray while more flooring was ordered. They kept trying to make us wait until the end of the week. [[HIGHLIGHT]]We did not want to wait while the house was in disarray. I guess to get us to stop talking, they said that the installers would be back on Wednesday. I took time off so I could be present during the install, only for them to call me 30 minutes before arrival to say they couldn't come until Saturday.[[ENDHIGHLIGHT]] The contractor also asked us to sign completion paperwork, but we refused to sign anything until the job was actually finished. While I felt bad knowing they couldn't get paid until paperwork was signed, that's between the contractor and Empire. It's not the customer's responsibility. The contractor should know not to ask people to sign papers for work that isn't finished. The contractor should also ask permission before they get too comfortable in a client's bathroom. None of them asked to sit on our toilets and handle their business. That is very unprofessional of them. [[HIGHLIGHT]]We repeatedly tried to reach Tim the salesman to resolve the issue. When he finally returned our call, there was no sense of urgency, despite the inconvenience we were dealing with.[[ENDHIGHLIGHT]] What's most frustrating is the lack of accountability. Instead of owning the mistake and trying to make things right, Tim attempted to shift blame. This situation exists solely because of improper measuring and poor follow-up. I now understand why Empire has so many low ratings. I would not recommend them to anyone. read more

Empire Today - a piece of old rug hiding the subfloor Empire left exposed - Carpet Installation Near Me

After we decided on this company to put a new floor in our laundry room and kitchen; we realized how much of a scam this company really is! The young man came to do the floor in our laundry room. He worked by himself and started at 9:30 AM and worked until 8:30 PM. He was a nice young man, but he needed help. It was too much for him. He moved our utility wash basin to do the floor. When he put it back, it wasn't done right because when we turned the faucet on water poured all over the floor. [[HIGHLIGHT]]We called empire the next day. They kept saying someone will get back to you. This went on for four days and now the fifth day, we still haven't heard from them.[[ENDHIGHLIGHT]] So it seems like we're going to have to pay a plumber to come in and repair what this young man did wrong. Because of this situation, we wanted to cancel the kitchen project. We had put down a deposit for both jobs. This company told us that the $1907 deposit will not be refunded in its entirety. They said that we will be refunded approx $527 of our money. [[HIGHLIGHT]]My husband threatened to get a lawyer and and I threaten to write bad reviews on them if they did this. Later on that day, they made an exception.[[ENDHIGHLIGHT]] I want everyone to know what kind of company they are dealing with and what they think they are entitled to if you agree to have something done and then change your mind! You also should know that if something goes wrong they will not back you up! And then if you agree to have some work done and put a deposit down you will only get 1/4 of your money back. Beware of this company!!!! read more

Do NOT use Empire Today. I made the mistake of ordering carpet from them, and not only did I not receive the correct color I ordered, but the installers were extremely unprofessional and damaged my home during the process of installing it. [[HIGHLIGHT]]After more than a year of trying to resolve the situation with Empire, they have either ignored me or refused to fix the problem.[[ENDHIGHLIGHT]] At this point I feel I have no other option than to share my experience to warn others. [[HIGHLIGHT]]In October 2024, a salesperson from Empire Today's St. Louis location came to my home for an in-home consultation. I was extremely careful when selecting the carpet because I wanted the new carpet on my main level to match the old carpet already installed in my basement so the colors would blend where they meet at the bottom of the stairs.[[ENDHIGHLIGHT]] We used the samples the salesperson brought and placed them next to the basement carpet to make sure the color matched. Once satisfied, I ordered the closest match and scheduled installation for November 4, 2024. [[HIGHLIGHT]]While the sales process was great, I should have realized the installation was going to be terrible from the start.[[ENDHIGHLIGHT]] When the installers arrived, and they unloaded the carpet, I immediately noticed the roll looked much lighter than the color I had selected. I pointed this out, but they assured me it was the correct carpet and that it would look different once installed. Unfortunately I trusted them. Because it was raining that day, they brought the carpet under my carport to measure and cut it. They laid it directly on the concrete and then walked across it with their wet, dirty shoes, tracking dirt and moisture all over my new carpet before it was even inside the house. Inside the house things did not improve. They placed their tools and drink cans directly on top of my antique wooden hutch without covering it. I ended up putting a towel down myself because I was worried about the finish being damaged. They completed the stairs last, which was very unfortunate, because once installed there it was obvious that my initial instinct and concern had been correct. The carpet color was clearly not the one I selected. It was noticeably lighter than the carpet in my basement, which was exactly what I had tried to avoid when choosing the sample. I directly contacted the salesperson immediately while the installers were still in my driveway to report the issue. After the installers left, I also discovered they had left my home a huge mess. Furniture had been tipped over and left that way, and I had to move several heavy pieces back myself, which was very difficult for me as a 65-year-old woman. I also found dents and dings in the walls and doors, greasy handprints on trim, broken closet hardware, and one door that had not been put back on at all. The knob on my antique hutch had been broken off and simply left sitting on top of the cabinet without anyone saying a word. I reported the damage and eventually received a $350 credit, which did not come close to addressing the overall situation. Beyond the damage, I just want the carpet I actually ordered and for it to be installed properly because it became quickly clear it was not. In several areas, the carpet appears to have been cut too short and you can actually see the floor underneath. There are uneven seams, fibers pulling loose from the pile, and a constant crinkling sound when walking across certain areas. The carpet also flattens immediately when stepped on and does not recover the way it was described during the sales process. [[HIGHLIGHT]]I had reported these issues right away also and spent months trying to get someone to address them. I worked with Patrick in customer service and Scott, the general manager. The installers returned once but were not able to fix the problems.[[ENDHIGHLIGHT]] In April 2025 an installation supervisor named Sarah came to inspect the carpet. She took photos and even she stated there appeared to be issues with both the carpet and the padding. I was told the manufacturer would review everything and that I should hear back in about eight weeks. [[HIGHLIGHT]]That never happened. Instead, communication became increasingly inconsistent. Sometimes I would receive a short reply to an email, but other times I would hear nothing for weeks.[[ENDHIGHLIGHT]] I continued asking for updates throughout 2025 and into 2026. My last email requesting a resolution was sent on February 24, 2026, and I still have not received a final answer. All I wanted was for the carpet and padding to be replaced with the correct product and installed properly. At this point, the defective carpet is still in my home exactly as it was installed, and I no longer feel comfortable having this company return to do more work. I am now simply asking for a refund so I can have the flooring replaced by someone else. My advice is to avoid this company. If you've also made the mistake of using them, I advise calling and selecting the sales option as reaching customer service or getting follow-up is much more difficult otherwise. read more

See all

[[HIGHLIGHT]]terrible customer service.[[ENDHIGHLIGHT]] please do not use them. [[HIGHLIGHT]]I have been trying to get them to pick up old carpet. I am getting the run around and always speak to someone else.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]They keep passing the buck in my opinion[[ENDHIGHLIGHT]] rating is zero. just wouldn't let me had to pick 1 star read more

The local installer started off the quote very unprofessional with a car that barely ran and he refused to email or print any quotes off. Only a screenshot that I could take with my phone. [[HIGHLIGHT]]Paid for deposit they were supposed to show up two months later for install and they canceled without any reason and pushed my date back one month.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Nobody showed the date of the install after two days of calling. I find out that they're behind because of the weather and I heard multiple stories about their vehicle, not working or snow on the road.[[ENDHIGHLIGHT]] Now they've pushed me back another week and a half. City inspectors movers and rental house all have to be pushed back costing thousands of dollars because empire can't be professional. Even if this is the cheaper bid don't waste your time. They can't even guarantee the new installation date. [[HIGHLIGHT]]The guy actually said if we don't get out there in a week and a half we'll just cancel your order.[[ENDHIGHLIGHT]] read more

Terrible experience. I thought I was hiring professionals but got amateurs. I could have done a better job myself. Brian my sales guy showed me a sample that did not appear to match what was installed. I was told multiple times that 50% down was required prior to install. The contract states the remaining is payment is due once installation begins. It does not require payment to be collected prior to completion. But when the subcontractors arrived, they said job would not begin and would be cancelled if payment in full wasn't made. I didn't have payment available so I informed my sales guy that the job had been cancelled. [[HIGHLIGHT]]He had told me and reassured me he would be my contact for any issues that arose and promised to make it right. But when I contacted him he said there was nothing he could do and said he would get the job cancelled.[[ENDHIGHLIGHT]] The contract which they don't let you review until after they collect your 50% payment has a 25% penalty if the contract is cancelled. Given that and the fact my renovation is waiting on these floors, I had no choice but to make it work rather than starting over with another company which would delay and increase my other expenses. [[HIGHLIGHT]]I then had to rearrange my work schedule to go retrieve my payment method and contacted Empire directly since Brian hadn't responded (still hasn't) to my follow up text after we had talked.[[ENDHIGHLIGHT]] The installers then proceeded to install in amateur fashion. They didn't pull planks from different boxes to adequately mix in the lighter from darker planks as it is common for production batches to have variations in color. I now have large patches that are clearly darker than the surrounding area. They also cut several planks extremely short because they were too lazy and cheap to measure. The quarter round looks like a child installed it as it doesn't line up and the glue is visible. They chipped, scuffed and damaged my freshly painted walls in several areas. [[HIGHLIGHT]]I was told by Brian that the job isn't complete until I sign off on it. When I met with the installer and relayed my concerns he said he would meet at my home with his manager the following morning at 9 AM and would call me with a solution. Yesterday I received no call.[[ENDHIGHLIGHT]] They over promised and under delivered on all fronts. Don't believe the "we've been in business 65 years" hype that the sales guy tells you. The least they could do is leave me a box of planks and quarter round so I can fix it myself. I will update if they fix any of this. But my confidence is low. read more

See all

Don't bother. This sketchy company that wants your money, but doesn't want to deliver. They collected a deposit, no called/no showed for one appointment, canceled the other because 80F was too cold a day to work (no kidding), approved deposit refund, denied having received a deposit refund request, requested paperwork be submitted with said deposit refund request, and refunded the deposit just before we submitted a dispute with our credit card company. What a waste of time. read more

[[HIGHLIGHT]]Empire Today flooring had scheduled an appointment to come out and bid on a big flooring project. The time windows was Sunday 1/19 from 1-3[[ENDHIGHLIGHT]]. My adage is if you're not early then your late. [[HIGHLIGHT]]They didn't show up at all and had my phone # to call in case there was an emergency.[[ENDHIGHLIGHT]] I will not be having this company bid my flooring. read more

Empire Today - Carpet Installation Near Me

Awful experience with them. On the day of my installation, 6 people who barely spoke English showed up. Told my mom she didn't need to stay because they were working in every room. Got a call 45 mins later from the installation manager saying they couldn't put in my floors because of poor sub floor. But they also couldn't put my carpet back because it was ripped up. From every room. Called multiple times to speak with someone, never got a call back. Was finally told my order had been cancelled despite me never being told this. Now I'm stuck with concrete floors I can't walk barefoot on while I try and get flooring. Oh, and I NEVER got called back by the service rep or any supervisor. I will be filing a complaint with the BBB. read more

Empire Today - Carpet Installation Near Me

See all

Luxury Vinyl Plank floor is less than a year old. We spent nearly $13,000 having this floor installed throughout our house - the product information said it was "guaranteed" to hold up to kids and pets. We have a 1-year-old and an 8 pound dog, so we're not very rough on the floor, and every piece of our furniture has felt pads on the bottom. Floor immediately started showing scratches VERY easily - a mostly-empty plastic laundry basket and a small cardboard box both left big gouges. The floor is a very dark brown, and the scratches show as white. Worse, the floor is buckling in several places throughout the house, even in low-traffic areas, which indicates poor installation. The buckling continues to get worse and has already created a few trip hazards. I called Empire (we were within the 1 year "installation guarantee" window) and they sent the installer back to fix the places that had scratched and buckled. He said the scratches and buckles were far too extensive for him to fix, and said I'd need to talk to another representative from the company. So I called and eventually arranged a meeting with her. She documented the extensive buckling and scratching and said she'd get everything to her team to "review" and to call her back in a week if I hadn't heard. It's been a month. No one will reply to my messages (I have left many). We were hoping this floor would last us through our children. DO NOT USE THIS COMPANY. read more

Where to begin. The positive - The installers were great, quick, professional. The product is what we expected, and seems to be a fair value. The negative - Dispatch has no bloody clue what is going on. Our schedule was changed unilaterally and without notice, multiple times. Literally, our schedule was changed 4 times in two days, and at the end, no one knew where our product was or when it would be installed. The end result was losing two full days of work and cancelling multiple other appointments. More negative - when trying to find information, ask for follow up, these guys totally ghost you. Our sales rep worked the phone and did his best to get us good information, but the dispatcher, sales supervisor and customer support follow up guy never called us, once the project started to go sideways. The definition of disorganized. We have more flooring going in later this year. A great room and finished living room. Empire will NOT be getting our business. read more

On the first day the install was supposed to be completed, the two employees showed up and realized information was input correctly and not enough material was ordered. Additionally, the salesperson had not told us that we needed to uninstall a the pedestal sink in our bathroom, so they couldn't have done the work anyway. The salesperson returned to remeasure and input information correctly. The second install date was on a Monday. They called at 8:30 the morning of, after we had already taken off work to tell us that materials didn't come in over the weekend. They did not give us a heads up before the weekend that a delay was a possibility. On the third install date, the workers showed up, peeked under the existing flooring and told us that we needed an asbestos certificate to have work down because of tile under the existing flooring. They left after trying to convince us to use a different flooring that would be less work for them. We checked after they left and there is no tile under the existing floor. Just plywood. I'm convinced Empire has no clue what they're doing. read more

Absolute nightmare!!! Do not use this company. They put a defective carpet in my house and it took me over a month to get them to replace it. There were literally 2 stained/bare spots in the middle of the room. They would not replace it blaming the manufacturer. Once they finally replaced it they put in the wrong carpet!! Now I'm back to making daily calls and getting no response. read more

Salesman and installation staff were all friendly and professional. Everything went as planned and scheduled. Our carpet looks great. Installation staff cleaned up after themselves. We had our 1976 shag carpet removed and replaced with new carpet and new pad. They also carpeted the stairs. read more

Absolute nightmare! Know when you hire empire you are on your own with dealing with the installation company! I have a huge mess and am getting no response. The installer blames it on the sales rep. Don't be swayed by short turnaround! Ill be fighting this for months! Horrible!! read more

See all

I've had to have them come out and repair an area they did badly and now the backing is slipping and buckling up! I'm also not sure that we got what we ordered it looks cheap, I wouldn't recommend! Sad!!! read more

I used this company previously for a home that I rented. I had a great experience so I wanted to have Empire go back out and give me an estimate for my home that I am putting on the market. I was told they could not help me because I have tenants in my home and they have to speak to me personally. That is ridiculous. I will NEVER recommend this company to anyone. read more

Terrible experience. Installation was delayed then when they did show up to do the work the installers said they had the wrong information and no tools so they left and never returned. Numerous attempts to contact the company and their customer service were to no avail. Nobody ever called us back. Finally had to cancel the order and still waiting for our refund. Over a month wasted because of this. read more

Started with an estimate that was about 25 percent short of materials. Then when the installers tried to get more the main office said the salesman had to order it and it was never around to talk to. He also would not return calls as he said he would. They could not get the material for a few days and my house was tore up for over a week. The trim work was not very good and the wide trim I paid for was not even painted. The companies attitude is totally indifferent to their customers situations. Their customer service was the worse I have seen. I would not use them again. I just hope I dont have any more problems with their installation. read more

Do not use them at this time! I own a commercial building. I have used them twice this year for commercial carpet installation. We used in March-April of this year. They did an excellent job from start to finish. The pricing, produce and installation was excellent. Our first job was 3500 square feet and this second job was 2400 square feet. We use them this month on the second job and they totally dropped the ball. We have a new tenant scheduled to move in November 1st. We paid our deposit for the carpet and installation earlier in the month of October. They were schedule to do a 2-day installation starting Tuesday, October 25th. They called us on Friday, October 21st to confirm our scheduled appointment. The installers did not show up on Tuesday the 25th or on Wednesday the 26th. We did not hear from their office or the installers. We made multiple calls and were only told they were trying to call the installers and had not reached them. The short version is after reaching out to the sales rep for assistance, they stated today on Friday, October 28th at 5:00 pm, that they had not been able to resolve their installation issues and would be refunding our money! Except for the sales rep-their communication with us on this matter was incomplete, horrible to no communication at all! Very unprofessional! They could have told us on Tuesday, they were having significant issues with getting produce installed in a timely manner. It would have given us more days to look for a solution. Our tenant will not be able to move in as scheduled on this Tuesday, November 1st. I am now urgently scrambling for new carpet that can be installed as quickly as possible. read more

Empire flooring will take your money and never respond to your calls. Had some laminate installed in 1 room and small bathroom. The job was incredibly over priced. I knew that but went ahead and used them. Had one small issue with the install. I have called them daily. Sometimes multiple times daily. Since 05/17/2021.No response ever. They have no intention of making it right. Don't bother. Go to Home Depot. Thankfully I only had 1 room done. Can't imagine doing a whole house with these thugs. They rob you in broad daylight ! Luckily my husband can correct their horrible work. Zero stars. read more

I had carpet installed and it buckled horribly! They refused to fix it and wanted to charge me more money. Horrible customer service after they attempted to fix it twice and subcontract the work out and do not stand behind their product. I would never use this company again, I recommend using ANYONE ELSE!! read more

Okay, so earlier this week I was angry with you empire for a couple reasons. But as I'll explain below, you've really come a long way to rectify and impress me with your customer service. Here's what happened. A few weeks ago I purchased Cool Breeze carpet for my whole house to go over the tiles that are currently in place in every room and Northbrook Terrace vinyl plank flooring to go over tiles in kitchen, dining room, and butlers pantry. Install date 7/19 arrives and the install team lead by Juan arrives (very nice, professional and knowledgeable) they do the walk through and inform us that the carpet can't be laid over tiles, it's the wrong type. You can imagine our frustration, our salesman completely screwed up. $11,000 is a big screw up. Juan was trying hard to make it right, but he couldn't, he wanted to at least put down the vinyl but alas he didn't have the right transition moulding to do that without carpeting. But dude was really trying! So, by this point I'm totally ticked, salesmen are supposed to know their products! Needless to say at this point my house is in complete disarray as I'm ready for flooring, I'm upset and now don't know what my options are. So I get a hold of the salesman who is going to come back out to my house Monday evening and show me products that will work over my tile floors and try to save the sale. He shows up and is of course apologetic, he's a nice person so I try to make the best of the situation and let him show me the products; we find one that is suitable sign the paperwork and find out that now I'm looking at weeks before I can get an install which has just got me beyond depressed because now I have to live with my house essentially torn apart and in chaos because what's the point in unpacking everything that I've put away in order to prepare it for install and do twice the work? So before he leaves he gives me the customer service managers phone number for the area John Merrell, so I call him the next day which was Tuesday the 20th and leave him a voicemail he calls me back within the hour and immediately starts to try to make everything right. Boy howdy did he, this man went above and beyond to make it right! Suffice to say my new flooring guaranteed to work in my house is getting installed tomorrow. Talk about customer service! I am very impressed on how empire took a negative and turned it into a positive. They saved me money to boot! So, that being said I'm impressed. The reason I initially picked empire was because the products are made in America and are mostly all recycled or have a lot of recycled product in them, but the reason I chose to stay with empire after the debacle of the wrong product was their outstanding customer service. read more

Showed up without masks. Insisted on full payment before starting Their own workers were stuck on hold for 30 minutes. Had very hard time understanding me. Ordered far too much carpet. Gave a window from 8 am to 6 pm to arrive. read more

I called Empire to install new flooring in my bathroom, kitchen and laundry room. The salesman came out, I selected the flooring and we looked at various areas of the floor that would need special attention (underlayment replaced etc) I described exactly what was underneath the linoleum and he said it would be no problem for the installers. I selected the flooring from the samples and he wrote up the order. He showed it to me and quickly pulled back the estimate and made a change. It went from $7000 to well over $8000 with no explanation. I gave him a $2200 deposit and agreed to an installation on the following Saturday. The installers showed up this morning, three installers and two women, not sure of their role. Within a few minutes I was told they could not use the product I had picked out because my subfloor was damaged. Firstly, they could not see my subfloor, only the luan that had already been discussed as needing replaced. I called the company and the first lady I spoke with was nice enough but could not offer me any solution. I called them back after another discussion and got the rudest most condescending man I have ever had the displeasure of talking to. He was not interested in helping me at all. He talked over me and said I was going to have to pick another product and reschedule. I explained I needed it done and could not take yet another day off work. His solution was they could do just the bathroom today but i would have to pay for the ENTIRE job today! He didn't care at all. I ended up canceling my entire order. I have never been treated so badly in my life. I would never recommend them to do any job. For all their cute commercials, they do not care about the consumer or their reputation. read more

Absolutely terrible experience. Wesley was very helpful with getting me to buy carpet, took my deposit and was supportive. However, on carpet install date, these clowns came in looked around, asked for a check for the balance, as I was writing the check, the guys disappeared. No one called me entire day to see what happened! Then the next day I received an email from Rick saying WE WERE not ready because a blanket was on the bed that we could have easily taken off!! HAD TO BLAME US FOR THEIR INCOMPETENCE!!! Them said oh we can reschedule in 2 months! I will take my $10,000 elsewhere! read more

I'm veteran that bought a house that had a kitchen floor that I didn't like. The sales rep that I met before at my old house happened to reach out to me to inquire if I wanted to move forward with flooring. At that time I informed that I sold the old house and moved to a new home and had been thinking about changing the kitchen floor, we set up a time and date for the met at my home. He arrived, went over different option's of flooring, I found one that I liked and emailed a picture of it to my wife at work, she agreed. The sales man and I set a date and time. Before the schedule install date I had medical issue but was able to keep the install appointment for the following week. During the install the worker cut his hand on personal equipment that bleed all over my kitchen and stairway that he was coming up to notify me of his injury and would have to leave. while informing him to wrap his hand due to injury and contamination of my home I gave him a towel wrap his cut, he then departed stating he would return to finish the install after a trip to E.R to see if he needed stitches. I made contact with Empire customer service to inform them of the situation and to get a time when some one would complete the install at my home. I received a call from service rep., Robert stating that the installer would be returning on Thursday 02/01/2024 to finish my install as he only needed a few stitches and would be able complete my install. My kitchen floor still has not been completed and no one from management has retuned any of call's for a updated time/date the work will be completed. We cant cook in the kitchen due turning off the gas at the gas pipe to move the stove. This company does not care about the customer but only making the sale. I have to find another contractor to finish the job Empire stared, I'll be out of more money and time. I would not recommend this company to any one at all. read more

You never have issues right away; but believe me you will. I had carpet installed in June/July 2018 in 3 bedrooms. It was brought to my attention that my carpet was buckling. Not in 1 room but all the rooms. Two rooms have little to no traffic. I didn't know what that was because I have had carpet all my life and never experienced that. I truly noticed it in October 2019 but didn't think anything of it. I have a warranty on the carpet so I called Empire Today to have the carpet fixed. I received a call back asking several questions about cleaning the carpet. The rep finally said it would cost me $400 to have my carpet re-stretched. ARE YOU SERIOUS! The carpet wasn't stretched but just roll on the floor on the original install! I wouldn't recommend EMPIRE TODAY to no one. read more

Had a very good experience with our sales person Tim, as well as the installation crew. They moved furniture faster than I could've imagined with no dings or nicks. They did an excellent job with the interior install and our stairs look better than they have looked in years. Erick was a master at them. We ended up finding some floor damage as they were installing and we panicked knowing they could not install over it. They came back after their scheduled hours the next day to finish the job!! Would use them again. read more

Absolutely horrible (or nonexistent) customer service I own multiple rental properties in St. Louis and in Arizona and hired Empire to put in a laminate floor product in one of my properties in Ballwin, MO. They did not call the night before the install day or show up on the install day despite my calling their call center many times. They insisted I wait at the property for 10 hours because the install was on their schedule. I eventually called my salesman who told me he would look into it right away and get back to me. He never got back to me. Now the day after they didn't show up they are telling me they can't reschedule because I am supposed to get a call from their service group about yesterday's appointment. Not sure what to do at this point except not ever use them again. read more

I have literally created a Yelp account just to comment on Empire. An absolutely terrible experience, I cannot stress enough that you should NOT use Empire for carpet/flooring needs. Quick to take your money, then no-call no-show, and unresponsive and unreachable for help to address. First, requested a quote - salesman came late-afternoon, and pressure-sold. Basically offered a "deal" that we would only get if we paid a deposit and booked 'that day'. I said it's already 5pm, can we at least have until tomorrow, he said no. So we had basically an hour to decide. We agreed, and paid the thousand-dollar deposit. They did not call the night before the install day, which they said they would - so I called 10a on the day of install and the rep "couldn't reach" the installers, so told me it could be 10a-6p, they'll call 30-min before they arrive - just be ready. I waited until 4p before I finally called, to check in - different rep, once again "couldn't reach" the installers, and told me, again, to just wait, they could come as late as 6p. They never came, they never called. No-call, no-show for install day. I called the next morning, and the rep said she couldn't see anything in the system indicating (why) they didn't show up, or call. She said she would put in a "service call" and someone would call me within 24hrs to address. Two days later, still no call. So, I called - finally got through - and cancelled. Each "call" or interaction above looked like at least 15 to 30 minute on hold, each time - each rep reached was only after 3-4 calls and long wait holds. This is a huge nationwide company, all reps you deal with will not be in your state, and "won't be able to reach" your local installers or representatives - therefore you will also not be able to speak to anyone locally, Unless it's a sales rep to sell you something.. then they're at your doorstep. Aforementioned sales rep left and came back in minutes as soon as he knew he had a sale. I'll be looking out for the refund to hit the credit card, and will start over from scratch - looking for a locally owned and operated business. read more

2200 sq ft of carpet. Sales guy came to my house with samples. He was very nice did all The measuring and gave us options with the different type of carpets. We were only going to do the main floor but with the sale they were running we ended up Doing the whole house Bc the price was so good. The appointment to install was less than a week away, which was great. installers called when they were about 45 min out. They got here and went right to work. These guys were so fast and their work ethic was insane. I think they took one break the whole time. I wouldn't be able to move the next day if I was going as hard as they were. End result was amazing carpet looks so good. Can't see any seems carpet and pad is super soft. This isn't the first house we've put carpet in and this experience was much better than Edwards read more

Terrible customer service. I had an appointment scheduled and on the day of, nobody called to confirm what time the installers would be arriving and when I tried to get a hold of someone, my sales contact gave me a 800 number to call. It says you can leave your phone number and receive a call back, but never did. Took over an hour on hold to get someone to tell me my carpet wasn't even in St. Louis and I would not be getting it today. They had to reschedule for two weeks out and said I would be the first appointment of the day, they didn't show up until 2pm. Awful customer service. Wish I would have used a different company. read more

Great experience from start to finish! Quick appt. Perfect carpet at a great price and quick professional installation. I am very happy!

I'll add my voice to the chorus here. We had a pretty crummy experience with empire too. Sales rep was nice though obviously trying to push particular products and higher prices. Carpet installers did an okay job (though there are some nails we've discovered in bare feet and had to hammer down ourselves. Tile installers were the worst. Left the bathroom a mess. Dumped dust, wood, and paint chips in the bathtub. Ruined the baseboards (including 1 section now completely missing!) After over a month of trying to get someone to come fix it (install was 10/17) we agree on Monday 11/21. On that day, a team showed up "just to look." We scheduled again for the next Monday and receive a call just trying to get more information. Turns out they can't come Monday. How's Thursday? Okay next Monday. No estimate on time. They are very busy. I guess there is no time to come fix work that was supposed to be done already when there are new customers whose money isn't already in their pockets. Finally I am told that the black trim they destroyed will have to be replaced with white trim. Not a great solution for the pink and black tiled bathroom. When I push back I am told I can paint it myself. Empire representative tells me "To the best of my knowledge, we aren't painters" - guess what pal, neither am I - also I have the added bonus of not being the one who messed up the baseboards in the first place and the one who already paid for the work. Why should I have to fix it? When I push back about again I am told that I can buy the materials myself, hire someone to paint it, and then Empire will come install it and they will reimburse me for my time, the materials, and the cost of painting. I ask for an email saying that so that I have it in writing. That was yesterday. No email yet. I guess I will call again. Combined calls from me and my wife to Empire are now in the double digits. Work was done 10/17. It is now 11/30. 6 Weeks. Problems still ongoing. Edit: Problems eventually resolved. Took about 3 months to finally get them out to the place and install some black, commercial, vinyl, trim. And guess what...the bathroom tile is coming up now. Don't ever use Empire. Seriously. Just don't. read more

We have been waiting for carpet installation for a month now. There have been so many reschedules on their side that it is not worth the hassle. The newest one is "the truck broke down". read more

Ther is not a 0 star option. The worst vinyl job I have ever seen. Looks like a puzzle on floor. Rep said he was embarrassed and would have to replce entire floor that it could not be fixed. A month later I still cannot get anyone to return my calls. I have called every day for two months. Finally filed investigation with finance company. And they have stopped billing me. All I want is for work to be finished. read more

My older parents ordered carpet from Empire. They put down a deposit and were told to clear out everything in the rooms except the furniture, that the installer would move the furniture. Well no one showed up on the day the carpet was supposed to be installed. They called to find out what happened and have been given the run around for two days. The installer says no one told him that he was supposed to do it. The Customer service is almost rude and keep passing off to leave a message for so and so. Well so and so never called my parents back. At this point they want their money back and want to go through a different company. Empire you should be ashamed of yourselves, using older people and treating them as if they aren't important. When the customer service rep told my mom that the Supervisors are really busy and might NOT have time to speak with her, I about flipped my lid. All I can say is DON'T do your business with Empire Today. read more

My floors do look great. But I don't think the installer was very professional. He scraped the paint off of one of my kitchen cabinets, when he was removing the old floors. When I saw it & asked him about it, he said, "Yea, that happens sometimes." Seriously???? Even though I'm happy with my floors now, I would not call Empire again. I paid too much money for this job to get an unprofessional installer. read more