Reid Bergstrom

Review of Empire Today, LLC

The only reason Empire should get a star is becau...

The only reason Empire should get a star is because those who installed the carpet did a very nice job. When it came to the price, sales, and customer service, I would give Empire zero stars if I could.

We had carpet installed in two bedrooms and two closets. During the measurement, Empire originally missed one of the closets and gave us a quote. Once he realized he missed the closet, he tacked on another $400, for the closet! I won't disclose the exact pricing, but when it was all said and done, we paid an all-in cost of almost $11 per square foot of carpet.

Due to COVID-19 and our need to replace the carpet before moving in, we didn't have any other option than to go with Empire. After originally thinking the quote was extremely high, I called Empire and spoke with customer service. Though very nice, the customer service rep was unable to provide me with any detail about our order or estimate. All she could tell me was that Empire doesn't break down the costs, everything is an all-in estimate which is ludicrous to me. They should at least be able to tell me the price of the carpet by square foot and the labor. How else would someone know how to compare price points on different types of carpet? I also inquired about the 50% off deal that was going on and whether it was applied to my order, and the customer service rep only could tell me that it was "a really cool deal" and that the sales rep would have to look into it. When asking to get in touch with the sales rep, I was told that they would give me a call but that she was taking notes on our conversation. However, I never received a call. Two days later, my wife called again and was unable to get in touch with the sales rep.

After being unable to get in touch with anyone, we were still set up to have our carpet installed on a Wednesday. Wednesday morning rolls around and we receive a phone call that the color we had chosen for our carpet was not in stock, after being told previously that it was definitely in stock. Of course, we were unable to have the carpet installed that day, which was inconvenient because we had already shifted our work schedules around so that we were available. We chose a new color and Empire was able to come out the following day and install. Again, those who installed the carpet did a very good job and we were appreciative, but the overall experience beforehand was absolutely terrible. And the prices do not make any sense whatsoever. Highly, highly, highly suggest using anyone except Empire if you want any visibility into what you're paying for and for them to adhere to what they are promoting.