Empire Today, LLC Review

I thought I would go with Empire since they offer full service installation for flooring. My installation was supposed to happen today and it turned out to be a horrible experience. They were internally misaligned on communication and expectations. The sales person told me that cleanup was included with my contract while the installer let me know that it was not. I ended up serving as middleman between Empire Customer Support, Empire installation team, and the installer having to share the information between the 3 teams/departments. The installer ended up leaving out of frustration and I was basically left in the dark. Empire ultimately cancelled my order with the explanation that they didn't think that they could provide the post installation clean up. At one point the installation manager at corporate laughed at the situation over the phone. It was very odd and unpleasant and left me feeling very confused.

Do not use these guys!! Permanently scared my daughters foot, and destroyed our landscaping, which costs thousands of dollars to repair. Third party installers, not Empire employees. Empire immediately sent us to a third party insurance company that the no name installers use, rather than dealing with it themselves. Currently interviewing attorneys.
This install took over three weeks for three four small rooms. They kept forgetting tape so three different crews were at my home over three weeks. My 6 and 8 year old daughter's feet were cut by stepping on the tacks leading into the rooms with the new carpet installed because Empire did not hammer tacks down. It's been over three months and my daughter still has a hard scar on the ball of her foot which is painful. The first installers that came got stuck in our driveway for over 4 hours and caused thousands of dollars crushing our railroad ties that surround our land trying to get out. Two tow trucks had to get them off our property at 11pm. I have been emailing corporate for three months and they finally told us to deal with a third party insurance company because the installers were third party contractors. Empire washed their hands with us. BEWARE INSTALLERS DO NOT WORK FOR EMPIRE!!!! If something goes wrong on your property or injury, you will get the run around like us.

Very happy with this company -I had wood floors installed and carpet removed in my dining room. The sales rep was very knowledgeable with the product and the installation was flawless. It took a little longer than I thought it would - about 7 hours - but very happy with the end result. And they price match .

Workers used my shower for unknown reason and flooded bathroom floor. They didnt bother trying to clean it up before leaving. AFter installation, a foul pungent smell came from carpet. Pulled carpet back and realized there was mold on the carpet. Notified customer service who "opened a work ticket with PRIORITY" and waited for a call back from Local Installation Manager within 24 hours. Got a call back from West Texas (not local) Warranty Department who stated he could not help and to wait another 24 hours for a local installation manager to call me back. I called again and Sarah customer service rep attempted to call Robert Heise (Local Installation Manager) and left a voicemail because he could not be reached. She also left a message with Operations Manager Tammy Hauser who has not returned my call either. ANOTHER work ticket was generated and I was advised to wait ANOTHER 24 HOURS to wait for a call back. I CANT MOVE MY STUFF INTO MY NEW HOME AND HAVE MOVERS ON HOLD TILL THIS ISSUE IS RESOLVED !!!! I WILL NEVER USE EMPIRE AGAIN. PS.... LUNA CARPET AND EMPIRE ARE SISTER COMPANIES IN CASE YOU DIDNT KNOW........... I NEED HELP !!!!!!!

The worst ! If I could give zero stars I would. The worst customer service after sale. Waiting over a month for refund for uninstalled items. Salesperson Tom Sheffer is zero help. Numerous calls & everytime I call I get the run-around. Look elsewhere ! Do not buy from Empire !

Very unfriendly salesman. Empire was the highest when quoted. The salesman was not happy when I refused to accept their offer and sent him on his way. I did receive a copy of the quote only AFTER I made the installation appointment. I immediately cancelled as soon as the email arrived which also irritated him. Yes I want a copy of the quote. No I should not make an appointment. Unprofessional attitude and expensive. No thank you.

I love the floors and at my price. Not giving 5 stars because the sales rep was not honest about the financing, and he could not know any details about warranties.

Spent 7,000 on my floor and stairs, 1 stair nose is defective where they nailed it down, they wont warranty it and it's only a year old.they want me to pay 150dollars for them to replace it. Do not use Empire flooring go someplace else.

Call for estimate, came next day. Schedule carpet following day, happy customer. Thanks Empire!

If I could give less than 1 star, I would. My experience with empire was awful. The only positive thing that happened was that the installer that came out to do the job actually knew what he was talking about. My experience started with the salesman arriving to my home asking if my husband was home to help me make decisions regarding the flooring, reason being he didn t want to have to make 2 trips out to the house with the COVID pandemic at hand. I explained to him that I am the one who will be making these decisions and that I will ensure to fill him in on all things discussed. The sales rep was still hesitant and insistent that he be present. Little did he know that my husband is a first responder and has had instances of contact with COVID + patients, so by not having him present I was actually doing him a favor. This came off as sexist and was definitely not a positive start to our meeting. Moving on to the actual appointment, I had brought up a few areas of concern near the staircase, where we are attempting to lay wood flooring to match existing wood on the stairs. The issues that I was concerned about, the rep said will be no issue and will be addressed as needed and is very straightforward. I was also having difficulty with the limited color section for a good shade match. I explained this to the rep, even told him that I have slight OCD about things like this, and he ensured me that the color selection we made will match very well and the difference will be minimal. I decided to go forward with the project and scheduled my installation. When the installation day came, it was pointed out immediately upon arrival that the shade match is way off. He brought in a few boards to lay near the stairs to see a true side-by-side comparison and it was not even close. He also mentioned that leveling off the floor near the stair is a big project, involving replacement of the first step and cutting into the existing boards and patching the area as best as possible. He also noticed that the measurements taken by the sales rep were short, which would not have be a huge issue because he sent extra materials but still annoying that empire is sending out sales reps to measure projects and they are doing so incorrectly. Also, the 1/4 Inch round trim that was sent was also going to match the floor color, when we have existing all white trim. This was never discussed with me, just a decision made by the rep. I would have never chosen this. I decided not to move forward with Empire as soon as I was finished discussing this with the installer. This is extremely upsetting seeing that I was very hopeful that the project would be done in a timely manner and done well seeing that I reached out to an established flooring company. All in all, pay the extra money and have things done right. Support the local guy who takes pride in his work and will ensure a good end result. I will never consider Empire again.

We had an excellent experience. Setting up the appointment, setting the install date, promptness on day of install, and flawless install by the team - they cleaned up too!

Don t bother with them. They are over priced. I went with them for one reason I was told I have a lifetime warranty on my floors water scratches structural. I found out when my floors got scratched that I don t have lifetime warranty. It is fraud what they did. I have got in contact BBB and Wells Fargo this unacceptable to walk in my house and lie. I do have cameras in my home and video of the salesman. Why do I have to go threw this and take time out of my life to fight with what I promised. Don t trust them.

Totally misrepresented what we wanted but since we signed, as Empire told us you are out of luck.

Empire installed carpet on the second floor of our home. Installers arrived in the window of time they advised, were professional, and timely. My wife and I were very happy with the final results of the material and the installation. Will be a repeat costumer. Thank you empire!

After using Empire several times in the past this time has been horrific! We are trying to get my deceased mothers condo ready to sell, salesman took my order and I paid for laminate over a month ago. Installers said they couldn't install that product there. customer service told me to meet with my salesman and look at different product, which I did. Now I can't get a return call from anyone there! They charged my card and I want my money back or the correct product installed. It would be nice if someone would contact me. Further I DID email customer support weeks ago and NO RESPONSE!!!!!

Called Empire for a quote because my wife likes their catchy TV ad song. The sales guy Aaron comes in Thu afternoon and tells me I need to commit to them before he leaves or else he can't give me the sale price. The oldest sales gimmick in the book. Then he says if I don't get the sale price, I can still get their 'special' pricing if I make a decision in three business days. So I said, I'll get back to you by Tuesday and he says, he would need to know by Saturday because they work on Saturdays. He says they are so busy he makes $180,000 per year. At this point he hasn't even shown me their carpet selections yet. I asked him to show me the carpets and he shows me two kinds, one is the thickness of a towel and the other one is 1/8" thicker. There are only two light-colored carpets in his book, the rest are pink, green, blue, orange and other strange colors. Oh, and he can't give me a breakdown on the cost. He was a fun guy, but he won't get my money.

My family had Empire come and give us a quote for carpet in the bedrooms and laminate flooring for the dining and living rooms. We needed flooring since we were ready to sell our house and looking for something affordable that would interest a buyer!!!

Our salesmen ended up talking us through the process and showing us different options of carpet. We ended up liking one of the carpets that was being offered for the advertised promotion. We decided on a nice multi-colored twist carpet named Garden Row.

My family actually had Empire install carpet in one of the bedrooms back in 2003. At first we weren't going to get this room new carpet, but during some remodeling for the sale, it was discovered that the toilet on the other side of the wall leaked at one time and damaged the subfloor. The carpet was pulled up and the pad pulled back and what do you know, whatever padding Empire used protected my carpet and water from the leaky toilet never even touched the carpet! We ended up replacing that carpet anyways so all the carpet would match the rest of the house. We had four bedrooms and hallway installed of the carpet! The installers even went out of their way to install leftover carpet in the entryway closet.

For laminate, our salesman showed us a few options. He showed us this neat trick where he locked a dollar bill in between two laminate planks and saturated the one side of the dollar under running water from the faucet. The dollar bill never got wet through to the other side. We did have some laminate samples we got from Lumber Liquidators and the comparison of those laminates to the ones the Empire salesman showed us was a difference of night and day. The laminate we chose from Empire was also on sale from the promotion as well.

The installers were great. We had one set of installers come for the carpet, and the next day was the laminate installers. Both teams of guys were very courteous, professional, and didn't leave a mess behind. Me and my family were so happy with the process with Empire from start to beginning. I ended up financing with Empire so that was an extra convenience. The floors are beautiful.

Empire does not honor their warranty. They give you the run around horrible customer service

Valentine was great and did a FANTASTIC job! Shane our sales person was professional and knowledgeable, I highly recommend!

What a joke!! The salesman should find another profession as this is not his cup of tea. His lack of unprofessionalism and understanding who the customer is, is by far pathetic. Why should I "The Customer" provide you with all the information when that's your responsibility to do. That's why you're here in my house. SMH. Once we finally came to the point of pricing he was pressuring me to commit to a down payment and schedule an installation appointment. Even though I'd already mention that I'm only obtaining pricing and estimates. But no, he said he has a job to do, let me do my job. So I guess we all work for him. It's a shame. Another potential customer lost due to this negative experience. Where's has the True customer service gone these days!!!!????

Let me guess, they'll read this review and give an automated response stating the same as I've seen on other reviews. Blah blah blah, please call our customer department and blah blah. Like that's true service.

This whole experience was just very disappointing.

I have been ripped off. The carpet they showed me and what they installed is not the same quality. They say they don't carry the carpet I have anymore and would need to charge me for the poor product. Two inspectors said the carpet needed to be replaced yet empire says they dropped that line. They are giving me the runaround. I am so disappointed and sad I got involved with these guys. My carpet looks horrible after only 7 months and are home gets minimal foot traffic. It mats quickly and feels nothing like samples we chose. What a bait and switch job. The con is on with these guys. Calling for a March against empire. Maybe that with get their attention.

I would give 0 if possible. I never used them and am so glad I haven't - I was quoted a price and I asked for a day to think about it. Next day called to cancel, was on hold until I couldn't stay on (was at work), got a call confirming my appointment (which I never made), told them to cancel it. Got an email confirming, was unable to reply to that address, called again, never got anyone (stayed on hold for over 20 minutes while I worked). Called the sketchy salesperson to confirm it was cancelled. Next day finally got through to customer service to cancel, they kept asking why I did not want their service. Next day got another confirmation, called got through and was told I signed a contract and was charged (on an account that they opened), I asked to speak to a supervisor and was put on hold (which I am now on while I write this). The most sketchy sales experience ever!

Have been a customer of Empire for 15 years. The last carpet they Installed is only three years old and is already matted and the fibers won t raise even though yearly steam cleaning and regular vacuuming is done. The sad part is they advertise so much about their 10, 20 or 30 year carpet warranty and for them to come and inspect the carpet to put a claim on the warranty they charge you $100 just to inspect it. With no warranty that the warranty of the carpet manufacturer will cover it. This is no way of doing business and keeping loyal customers. What is the point of saying it has a warranty when they will charge you to look at the warranty and won t even confirm that they will cover it. You completely lost my business.

Company is a complete scam and I don t see how they have been In business so long but they definitely cover their behinds legally. I was a recruiter for the sales department which means I seen first hand how underhanded some of the higher ups can be here. Mainly the boss over my department Tarrie and some others who seem to be in cahoots with her. When I first started I was not trained properly with the correct info on the sales contractor role I was assigned to recruit for. I have been a recruiter for over 13 years and as a recruiter it is your job to know the job you are recruiting for and the lack of info I was given in the role I was to recruit for was my first red flag. I was basically taught to lie and tell only part of the truth. Outside Sales reps and subcontractors are two different things but they play the word game with you to cover it up. As such you are operating under your own LLC which is your own business license. You are representing empire but you are not an employee of empire which is the part we don t tell. We are taught to pass the opportunity off as a job but make sure we use the word opportunity and not job. We are taught not entirely inform sales contractors that if anything is to go wrong with an install, that sales contractors business license is sued not Empire today. So they have you apply for insurance which you will come out of your pocket for the thousands of dollars to cover the deductible to cover your law suit. I was told by Tarrie to lie to one of my candidates about this which I decided to escalate to compliance instead and confirm the situation. The company is so underhanded and after only a few months there, which is the shortest I have ever been at any job, I decided to resign for multiple reasons. The lack of morals, my job description and expectations changed and my job was threaten as well. I was now being held accountable for candidates that didn t finish training. Unlike Empire I have morals and I m a dang good recruiter but I was met with retaliation after the first day I turned in my two weeks. I was called in the office on the second day after my letter was submitted and they now had complaints about me leaving the day before an hour early as if I don t put in well over 40 hours a week every week by staying until 6 pm and sometimes starting at 7am and even working more once I m home. They don t have a system into play to accurately track recruiters efforts because they re using a prehistoric ATS and a terrible tracking system some 4 grader put together. This causes us as recruiters to have to enter in our own movement multi times into system to make it easier for them to try and track our efforts taking away from our time recruiting. We spend more time making reports then actually recruiting and The Systems that still isn t working. There was also a complaint about me taking lunch which is mandatory by labor laws I m assuming they don t know about. After expressing that they have new found issues after my recent resignation they decided to make my resignation affective that day and I became an enemy of the state. Way to treat a model employee who bust her butt every day for your company and produced better numbers in her market then anyone who has been in that market before. You re a bunch of winners you are. If anything you should work on maintaining good employees then you wouldn t have such a high turn over rate.

Run by idiots, installed by idiots, what a sham! Started with a quote that quickly went up with new charges out of nowhere and then the workers didn't even have the correct work order. WHAT A JOKE!

I have never written a review of any sort, but felt that my experience with Empire was worthy of my time. We had used Empire in the past without much problem, but this time we had major problems...salesman came out agreed on everything, signed paperwork, we were going to finance 1 year no interest. when installer for first part of install came out he had COD on paperwork, spent 4 hours going back and forth with customer service, installer finally had to leave. About 1/2 hour later customer service said yes, you are financed, I told her installer left,a new install came out next day with COD order after another 2 hours the tile was installed. Got a call a few days ago to verify carpet install, explained the whole situation to customer service, asked her to make sure we don't have the same problem, installer showed up this morning with COD for carpet, finally cancelled order after talking to 4 different people in El Paso who don't have a clue. I believe there is a big reason you can't find a trace of how to reach Empire's corporate office, people would be lined up to have a talking to the CEO, This company is the biggest flim flam dog and pony show that you will come across, Do NOT, and I repeat do not use their services, unless you enjoy holding on the phone for hours at a time and getting no results, the only reason I gave 1 star is because I had to, to post

A representative gave me a terrific quote on flooring and I placed my order. The installation was to be done after having construction done in my home, whenever I was ready. There is a little pandemic called COVID-19 happening which delayed the construction on my home. I was never informed that my order would be cancelled if the flooring was not installed within 6 months until the 5th month. Not only that, they refused to refund my deposit. Additionally the representative was surly, dismissive and had no compassion for my situation.
I am extremely disappointed.

Jim McManus was a great help in deciding on carpeting and padding. The installer was very professional and did a nice job.

We were very satisfied with our installers Alpi & Pete. They were fast and even replaced some missing baseboard in order to make the flooring look complete. Our problem is with the salesperson Steve. We thought he was okay because we made an initial sale with him (although overpriced) everything went well the first time.

We called him back personally. He showed his gratitude by again over charging us and giving us a bad date for install. He promised us a date and then Empire changed a date (that they said he could not promise) But no one informed us. We are in the middle of updating and staging our home. We told Steve that also. Clearly, he only wanted to make a sale. The new date created major conflicts with two other companies. We were not able or willing to cancel them and risk messing up our important time line. So, unfortunately Steve inconvenienced the installers because they will have to work around what we already planned.

Update: 9/16/20 - I increased my number of stars from 1 to 3 because after my experience. I wrote reviews and management made sure that we were able to get our second set of floors complete. They called consistently and even checked back to make sure everything went well after the process was complete. We even got our same installer. I feel that if they continue the process of checking with customer satisfaction after and ensuring appointment days prior as they did with me the second time around their customer service will improve. They already have good products so the service should go along with it.

I picked the carpet I like from friendly salesmen and it was installed the following week in under 3 hours for 2 bedrooms. The team was professional and friendly. I gave them a $20 tip for hard work. My rooms look great now.

Had the flooring peel back twice (shards of wood exposed) in the same spot in less than a year. The first time they fixed it. The second time they played phone tag for 3 months (calling to ask me what the problem was 3x a week just to put me on hold and tell me they would call back with resolution) before finally telling me they wouldn't fix it and I'd need to hire an outside contractor. Worst service.

Great professional services and materials. So happy with the Empire Today. I recommend highly. Thanks a lot.

I hired empire because they could do next day install of carpet. Installation I have no complaint. They did a great job. However, the salesman overestimated the area to their advantage. Also, I'm pretty sure they brought a carpet of lesser quality but matched the color I picked out really close. Know your area and take close attention to the samples.

Professional, Knowledgeable and Quick Installation. Thank You!

There is no warranty with Empire. Spent $12,000 on first floor laminant and ended up with mismatched boards. They refused to fix. Said it was my problem. Customer service was the absolute worst and offered zero help. Must have spoke with them two dozen times. Worthless. Never use these guys, you'll regret it.

Customer service doesn t care once they have your money

DO NOT ever call or use this company. Your better walking on dog Feces that hiring these guys.

I love this company, trusted name, and professional employees. My sales rep Steph got me a floor that matches my other rooms and she was patient and professional. The installers completed the job within two hours and made it look so easy to do. They even cleaned up after they are finished and did a walk through to make sure I was happy. Best and oldest company for flooring for a reason!!

Horrible, horrible service. The flooring was cheap and came apart within less than six months. Even their Inspector advised that the flooring needed to be replaced. Presently in a pending lawsuit with this company. They do not follow through once they have your money. NO QUALITY TO THE SERVICE OR MATERIAL. They do not need even deserve 1-star. My advice to anyone - DO NOT USE THESE PEOPLE!!!

Love my new carpet. Everything was super smooth. Professional courteous and did a fantastic job. Upstairs next year

I had a terrible experience with this company. I would not recommend Empire Carpet to anyone, for any reason, ever. They dropped the ball every step of the way. I had to reschedule my carpet installation 5 times, literally. Each time it was because of a new error on their part ...first they had incorrect room measurements (measurements that were taken by them!), then they rescheduled for the wrong day, then they did a NO CALL NO SHOW, after I'd been waiting for them all day. Empire Carpet wasted soooo much of my time and showed very little regard or consideration. It's a poorly run company and there is no continuity between the sales rep, customer service and the installers - every person gives completely different (and often inaccurate) information.

Awful company, I do not recommend. I seriously have no idea how they are still in business. I would give zero stars if I could.

Worse experience of my life. Filing a complaint with the BBB, writing my review everywhere i can.
Firstly, the salesman Walter Bieszczad never emailed me the quotes, never came back to pick up the samples called him numerous times. But was quick to take my deposit.
Then customer service a guy named Ruben still couldn't get me the quotes emailed to me. Never called back had to literally call numerous times, whena call back was promised i never got a call back. All my info was wrong name, address etc multiple times and was "corrected" numerous times. When installation day came guess what.... NO SHOW. I was not surprised. I called and cancelled my order and still have not gotten my deposit.
How is this place still in business?!?!?!
Reviews are horrendous on this company DO NOT USE THEM. BEWARE!!!!!!!!!!!

We are landlords living in the suburbs. Based on all their advertising, we called Empire for an estimate on carpets and flooring for our Chicago rental condo. An sales consultant (Hal) went over to the condo and measured it and then sent us a screenshot with a one-liner stating that it would cost $900 for the carpet installation. There was no mention in the screenshot of what kind of carpet- quality or color, etc. When my wife called Hal and asked him if he could provide more specifics, he stated, that as a rule, the landlords should have been present at the rental condo at the time of his visit. On that call he was rude and condescending to my wife. We had to call Empire and their office apologized and promised that their pricing department would discuss all the details with us. They added that Hal would not have the authority to price anything out in any case.

A few days later, Hal was scheduled to show us samples of the carpets and wood floors before any decision on proceeding with installation. Instead, he calls us and says that the tenants and him had decided on the color and quality of the carpet and the installation was "all set to go." He sounded flatly irritated on the phone call and started stating some bizarre rules about how they never deal with the owners or the landlords, and that they only deal with the tenants! I reminded him politely that I would be the one writing the check for all the proposed work and therefore, I would have to approve of the specifics. He continued to sound irritated and we had to cancel the installation entirely due to his unprofessionalism on two occasions even before the job was started.

We will be looking elsewhere to have this job completed. Empire: one star for flamboyant promises on TV ads, incomplete estimates, and compete lack of professionalism of contracted staff.

My wife talked me into using Empire over Home Depot. She said she wanted to try them and I reluctantly went along. I have to say that the whole experience was great. They came out to our house with samples, explained in detail options that met our needs, and installed it beautifully and quickly. Great salesman and installers. We couldn't be happier and will use Empire again and we are also recommending them to friends and family. Not one for writing reviews, but this was a really easy process and it looks wonderful. Thanks again.

Laminate floors are horrible and the customer service is very bad and disrespectful.
A little pee from a puppy for a few minutes and the floors bubbling all over.
Very poor quality material.
Dont purchase from empire.
Samples were different than product installed.

Horrible customer service. Complete disconnect between installation and office customer service. Called and confirmed appt on Wednesday for a Friday appt. The lady on the phone informed me I would need a COC for asbestos. I told her I have it and will present it at appt. Get an automated call Friday morning to confirm again. About an hour later, I received a call from the office telling me my appt would be canceled for failure to send in COC prior to visit. I was never informed I would need this prior to visit. OK fine, I will send in COC and reschedule. About an hour later, I get a call from installation saying we will be there in 15 minutes! What?! I am not there anymore since I was told the appt was canceled, I will be there within an half hour. 20 minutes later I get a call from the office asking where am I because installation is waiting. Are you serious right now! And to top it all off, they got my order wrong. My contract was for carpet and partial tile, only the carpet guys show up, NO TILES! Will never use their again.

The price was fair BUT what a TERRIBLE SERVICE EXPERIENCE. This is the first and last time I will use this company. This is also the first negative review I have ever done. First it took a week to get a proposal (not contract) from the salesperson promised later in the day that he came out. It took him two minutes to get it to me after my THIRD phone call to him. On confirmation, they gave me an 8AM to 6PM installation window. They called early that day and said it would be in the afternoon. I waited till 3pm before calling customer service. They said the installer will call me. He did at 4PM and said they did not have time to do it. A day off wasted! He promised me he would be there FIRST THING the following morning. They showed at 11:30am, causing a number of work and personal issues. NOT quite first thing. Also, I DID speak with them about this in which they gave me a token discount, so no need for the canned answer "from the owner" of we will contact you concerning your issues!

Everything with our experience with Empire has been great! Sales guy was very knowledgeable and honest, installers were professional, fast and did a perfect job! Highly recommend!

I got carpet from them years ago was great. This time not so much first carpet to be installed the sells guys measured wrong so had to come back which they did but then wanted all money up front which I did not agree with .was on phone trying to cancel guy assured me nothing else would go wrong lol I should of known better .my second carpet had to be ordered i set appointments up with the sells guy had my grandkids listening first one was suppose to be that thrusday next one nov.1st well it's nov.1st and no carpet I called lady on phone said it's suppose to be the 5th sorry i wouldn't of schedule it for then then she was reading and said 1st oh no it's the 5th i would of never did 5th it's a tuesday so now i know why they want money up front so now i will have 3 days off work for a carpet very disappointed and they mgr. Said there would be no more problems next time i would go to lowes, home depot like i was gonna do

Absolutely horrible! Do not purchase anything from Empire. We installed the LVP in our home last October and had nothing but issues ever since. For being the more expensive flooring theres nothing but problems! The LVP scratched and chipped within the first week. The planks are not even flush up against one another. Getting a hold of anyone in customer service is horrible. The installer had to come out 3 separate times and the issue still hasn't been resolved. The "inspector" was suppose to come out but never showed up! The gentlemen offered us a discount of $50! Slap in the face if you ask me. I would never ever recommend Empire to anyone. Go to Home Depot instead.

This is by far the worst customer service that I have ever received! I ordered shutters for my living room in May. I was told that my order would take 3-4 weeks. It is now going on over 3 months. I can not get the courtesy of a return phone call! I can not get a representative to respond to my emails! My order seems to be stuck in limbo! I have paid over $2000 for shutters that I did not receive! This experience has been beyond frustrating! I would never recommend purchasing window treatments from Empire!

Absolutely the worst experience imaginable. Signed a contract and made a deposit to have carpet installed on November 2nd, scheduled for November 7th, they dont give you a time in advance so I had to take the whole day off work. Installers show up and realize they can t insall the carpet because the clearance on my doors will not fit the new carpet. I schedule a carpenter to trim my doors as instructed by the installers for Friday, try about 10 times to get in contact with Empire to have the new install date moved to Friday so that I dont have to take a third day off work. They dont ever respond, on friday night i finally get someone to answer the phone at Empires customer service department. They schedule me for Saturday, November 10th installation. Saturday comes, installer never shows up, he calls me at 5 pm and says we have too much work so we can t get to you, someone will call you on Monday to reschedule. This is after I ve been waiting for them all day. No one ever calls, Tuesday I call and I am told someone will call me back within 24 hours. Thursday night (November 15th) I call again cause I have not heard from anyone, person tells me, oh, we realized we did not show up so we cancelled that order yesterday. Meanwhile, no one ever told me they pretty much changed their mind on fufilling their end of our contract and how to get my deposit back. Completely terrible service.

We got the carpet installed by empire today and installation was completed and when we vacuumed The carpet where the seam is the carpet came untangled, we later found out that it came off due to incorrect installation.
We asked empire today to fixed it, and they are telling that the area is not the seam. But in fact you can clearly see that it is the seam and where the carpet was cut, and the line is clearly visible.
They are clearly trying to mislead the customer and not fix the issue

Sales person was great. Customer service extremely poor. I was told I would get a call the morning of my installation. I waited until 11:30 and called to get an update. I was hung up on 2x. So disappointing.

Major Customer Service Problem with this company.

Sales Person said that if they did not use glue for Laminate He would generate a credit. Installers did not use glue and when we call him, he said that he would generate paperwork to credit. No phone calls answered since. 10 calls to him and his boss. No returned calls.

Will be seeking legal means to resolve.

When we call their Centralized customer service group we get a no request number and they say sale group will call back in 24 hours.

It has been two weeks.

They want all their money upfront so there is no reason for them to fix.

1.. no set time to schedule insulation. 8am to 6 pm. The can call you for your time until 10:30 am of day of install. They don't tell u the night before you then have to be around for the call to gind out your 3 he window or aka still all day.
2. There answer is, it's in the contract.
3. Can careless about you the consumer..
4. People installing carpet smoke which is fine, but they smoke in the van that is carring your carpet.
5. People who mesured my carpet and sold me my carpet did not take in consideration that new padding thicker and carpet thicker means doors don't fit. while they were installing carpet, I had to sand down doors to make fit or they would not put them back on.

Sales person did not give me any prices per foot, just a total due.

I will not be purchasing from Empire as the sales rep was extremely rude!! He was in my home for about 10 minutes. Very condescending because I was female and seemed a bit hostile.

We had a positive experience ordering and scheduling our carpet install, but ten minutes after the installers left we got a large run in the carpeting, which I immediately reported to Empire. The person I spoke to said someone would be in touch the following day to repair it; no call ever came. It took three follow up calls to finally schedule the repair, but on the day of the installers did not call until 40 minutes after the scheduled 2 hour time window (which I have taken off from work to be home for). I told them I would be gone before they arrive, so they told me to call Empire back and reschedule. Two phone calls later and this is still not rescheduled! The installers are clearly outsourced and customer service is dreadful. This has been a very frustrating experience and we are wishing we had gone with a different company!

They were competitively priced with Home Depot and Lowes and the whole experience was great from start to finish.

We had used empire years ago and decided to try them again when we needed new carpet. Everything was wonderful. The appointment was made for the next day, the salesman came out and was very professional. He offered suggestions to match our new painted walls. The installation was within a week and the install guys were great. They did a fantastic job. They showed us a sample prior to install to make sure it was what we ordered. I love our new carpet. Nice and soft on your feet!! If all of your sales team and installers are like the ones we had Will certainly use them again!!!!! Great job empire!!!

We had a wonderful experience with Empire carpeting install. The crew came in and did our entire upstairs...five rooms, hall and stairs plus our living and dining room on the first floor is five hours total! I was amazed at how efficient and careful they were with all of our belongings. We are very happy with the results!

I am so upset with Empire that i am writing my first review so hopefully people stop using them. Going with empire instead of Home depot was a big mistake. I am having hard wood floors installed in a corner of my basement so a section of the carpet was removed. Our main concern was that the carpet and hardwood would be connected on installation. Our sales rep assured us of this. Well of course when the installer came he said that he can't stretch the carpet that would have to be done from a different Empire person. Then he was almost finished installing the floor and said he ran out of flooring??? Apparently the sales rep didn't measure correct. He asked for me to pay him. I laughed and said why would i pay you when the job is not done? He left annoyed two days later Empire customer service called to tell me that they can not stretch the carpet for us and have to get a private contractor. I asked why? He states we are not allowed to touch your carpet since it was not installed by empire. I stated that you cant touch our carpet then why did your installer cut the carpet? He was silent and kept saying sir we can not stretch the carpet for you. Then i asked well why would your installer put the trim down that is suppose to go over the carpet after it is stretched so that the carpet and hardwood floor would meet? He didn't have an answer for that either. I have a feeling the installer knew that empire wouldn't stretch the carpet for us and was trying just to finish the floor get paid and leave. But since he ran out of flooring he couldn't finish the job therefore he wasn't paid. It has been almost a week and I still have a unfinished job from Empire with no follow up from them to try and finish the job. I now have to take additional days off of work for them to come back to finish their job whenever they contact me. I also have to hire a private contractor to stretch the carpet. THEIR COSTUMER SERVICE IS AN ABSOLUTE JOKE AND I CAN SEE WHY THEY HAVE SO MANY BAD REVIEWS.

Carpeting was good. Agree that customer service is useless. They leave a message and when you call back, there is no record and they have no idea what department to transfer to. I still don't have a bill. Not even from the credit company. Hard to recommend to anyone.

Horrible!! It s 3pm CST we are SUPPOSED to be scheduled for installation today!!! No one has called to confirm a time. We have called several times to get some kind of idea as to WHEN/What time the installation will happen. Customer service hung up on us 3 times. On the last call we were told no one has been assigned to do the installation yet and they have until 6pm to call us.REALLY?? So you just waste peoples time and then still may not show?!!! THIS IS A HORRIBLE WAY TO DO BUSINESS!! Unacceptable!!! ZERO STARS!!!

Follow up: today is MONDAY 7/20/20 - on Saturday we were told someone called and left a voicemail stating they had to reschedule. I asked what time was the call made and was was told about 12:50pm . THAT WAS A LIE!! No one called us wasted our entire day- we were also supposed to get a f/u call on Sunday- no one called- we are going with another company!!! Do not use Empire - they are not reputable or reliable to be such a long-standing company

Our sales person was on time and brought us samples off LVP & LVT.
It was a small sample but we found one that we liked and decided on the Luxury Vinyl Tile without grout .My home was built in 1960 and had a layer of linoleum a subfloor and vinyl tile . I told the salesperson that I want both layer removed and the new flooring installed. He gave me a price that was really low, So I asked him what it included and he explained "the removal of all layers of flooring the tile and install of new tile wood trim and door transition bars". Ok sounds good.
When they started the removal process about half way through I got a call from Empire. They wanted to charge me extra $250 for the removal of the subfloor. I refused to pay extra they said "OK". Then the installers wanted to charge extra for a new subfloor. Extra $600 . I told them they didn't need to install a new one because the floor under what they removed was in perfect condition. They made a call and said "OK".
The floor looks great.
Beware of the salesperson low balling you and then they try to upcharge you when doing the job. Just say no and tell them to deal with the salesperson.

We contacted Empire to have our basement floors redone and the work crew was scheduled to be here Wednesday February 28th. Due to damage to the basement from flooding the installer decided it needed to be rescheduled. A crew was fixing our basement the same day due to the extent of the damage. I verbally said Thursday would be fine but due to my schedule I called Empire later that afternoon and rescheduled the appointment for Friday March 2nd. The workmen arrived on Thursday March 1st and my wife explained that I had rescheduled the appointment. the head of the work crew argued with my wife that they were supposed to do the flooring that day. My wife apologized for the miscommunication and he continued to argue with her. The installation could not happen that day because no one would be home all day. She apologized multiple times but the installer became sarcastic and nasty in his tone. I contacted Empire regarding this situation and we were reimbursed an acceptable amount of money for our troubles. I was assured us that a different crew would return on Friday March 2nd to install the flooring and the installer would not return.
On Friday March 2nd the SAME installer and his crew returned to install the flooring in the basement. He apologized to me for the scheduling mistake. I told him that I wasn t pleased with the way he spoke to my wife. He apologized and complained that his supervisor often makes mistakes regarding scheduling.
Later that evening after the installer and his crew finished the floor my wife and I noticed that the floor is not flush on the stairs. We contacted Empire regarding this and we were told an inspector would be out to review our concerns on Friday March 9th.
In the early afternoon of Friday March 9th, a customer service representative called to ask if we were satisfied with the inspection performed by Empire on our floors. I explained that nobody had come to our house yet or contacted us with an estimated time.
In the evening of Friday March 9th, the inspector called, who was the original installer, and said that he wouldn t be able to make it and said that he could come Saturday March 10th. I took a half day off of work so that I could be home to answer any questions that the inspector would have. I understand that scheduling can be difficult, but I would have stayed at work had I known that the installer would be unable to keep this appointment.
My wife feels uncomfortable with the installer in our house and it would be better for everyone involved if someone else was sent to our house for any issues regarding our flooring from Empire.
The salesman, who sold us our flooring told us that the installation crews at Empire were top notch and we were very confident when we placed our order. He mentioned that Empire specializes in custom blinds. We were really excited as we need blinds replaced in our living room. After this comedy of errors, we are regretting choosing Empire to work on our basement and are no longer planning on ordering blinds from your company.

Horrible customer service, no follow through on any of their promises to return our phone calls and won't answer any of our calls.It took over 4 months to finally finish our floors because a trim piece was on back order for this entire time so we went all this time with half our floor done. We have been promised to be compensated for the inconvenience and dely without any success of them again following through with these promises. Horrible company to deal with go somewhere else for flooring.

Again they failed to contact me even after replying to this review saying they would. Terrible terrible customer service. Take care of your customers empire.

Corporate office is no help as well.

Not happy..at all..They don't tell you or let you read the contract until after the work is done..hence I have 2 different types of floor molding..they do NOT tell you BEFORE installation to remove wall boards..AND they will NOT correct their mistake

I ordered wooden blinds and scheduling got mixed up, then the installer came and empire sent a wrong valance since the original measurement was done incorrectly. I was told he d order a new one and it would take abo2 weeks. It s been almost 4 weeks and he s not answering my calls/ texts. I ve used empire before and was happy, this time I m not so happy

Sales person was wonderful and installation team was quick and friendly! The carpet we selected is absolutely gorgeous and amazing quality! Thank you!

Horrible customer service. They overcharged my card for the full price of the carpet, not the discounted price they told me it would be. It's taken a week to get them to confirm that I'll be getting a refund. I scheduled my installation 1 week ahead of time and asked them to have a 9am installation time since I just started a new job and can't take time off from work. My parents were able to be at my condo in the city, they live in the suburbs about 15 miles away, in the morning to help me out. I get a call at 8:45 the day of installation stating that my install would take place in the afternoon and that no time range could be given to me. I call customer service and ask what's going on, they say that there's no note on my account for early installation and there's nothing they can do to help me. I call my sales agent, and he offers no help either. I guess they just want to take your money and not actually give you any sort of decent customer service. I would not recommend them to anyone. Use Luna or literally ANYWHERE else if you want any sort of accommodation or consideration for your time as human being. Don't know how they've been in business for this long.

Empire conducts business in a way that I can only describe as sketchy. They frame the whole process of coming to your home as more convenient for the customer, when it reality, it is definitely a way for them to only show you a very limited selection of specific types of flooring, and to make it harder for you to walk away from their bad deals, since they are in your home. Our salesman was a very nice man, but he vastly overestimated the square footage needed (waste should be 10% and he was estimating 25-30%), and he would show us 2 types of carpet at a time, and then keep going out to his car to get just 1 more each time. If you are shopping for flooring, go to an actual store so you can feel all the different types and compare them. We only got to compare 4 types with Empire.

They claim to have amazing sales going on, but all that means is that their normal prices are 3-4 times the industry rate, and then they take 60% off. It is a scam. We were getting insane rates for 850SF of carpet (I m talking $12K as their normal price but on sale for $6K). They won t give you a price per SF, just a total, but if you can do math, you can figure it out. No sane person would pay $6-7/SF for carpet; at those prices you can get hardwood at other stores. In conclusion, save yourself the frustration, time, and discomfort of having to ask someone to leave your home when they keep pressuring you to sign up, and go to a locally owned carpet store in your area instead.

Left huge gaps around door jambs because they did not cut the vinyl plank accurately. When I pointed it out, they filled the gaps with caulk. So now we have anywhere from a quarter inch to three quarters of an inch worth of caulk around every door instead of them actually cutting the tile to the correct size.

I was genuinely surprised by the experience I had with Empire Today. A sales person came to my home at the scheduled time and with samples in hand. I was interested in replacing my living room, ivory colored carpet due to small stains and some ware. I wasn't initially sure what color or style to pick but the sales person was very helpful and informative of my options considering the way I use the space. We looked at several product samples in a variety of colors. We also discussed the current offers, what my payment options were, the proper way to clean the carpet and what I should expect from the installation process. The consultation took over an hour. I ultimately chose to go with a carpet similar to what I already had because it matched the carpeting in other areas of my house that were still in good shape. Overall, my experience was positive, the carpet was exactly what I wanted!

My sales representative was very intuitive about what I needed and made sure to make the process as quick and possible as possible. The installers came bright and early the next morning and completed the job quickly and professionally.

Consumers beware!

We ordered a waterproof laminate for our laundry room from their salesman, Shane Shannon.

All was well until the day of installation. The dispatcher called us and told us their installers would be at our home between 1-4pm.

Their installer showed up at our house at 9:30am and said we were not home, so all installation was cancelled for the day.

We called all customer service numbers and spoke with supervisors, all of whom told us their was nothing they could do.

We then called our salesman, SHANE SHANNON who did not care less that all of this had transpired.

Meanwhile, our laundry room is torn apart an unusable...all with a 2 year old daughter.

I would advise against using EMPIRE for any of your home decorations needs.

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.

Great experience. The sales professional was not pushy and very friendly. The installers did a fantastic and professional job. Highly recommended.

C&A were Great Installers ! The subcontractors who installed our carpet took their time to make sure Everything was right, very friendly and cooperative. Loved them, Very pleased

Terrible. Worst experience ever. Go somewhere else for flooring

I had my carpeting done by Empire for the second time. I am a 10 year customer. I had my floors done on December 7, 2018
They are beautiful and I'm extremely happy. The two pros that came out were wonderful and fast. They did a great cleanup job afterwards. I am happy. Try them yourselves.

Professional customer service from intial call to Empire Today. Excellent sales presentation. Upon final installation of wood floors, I love my experience with Empire Today.

If I could give this company a zero stars I would. Our salesman was great but working with the corporate people and customer service is a nightmare. We canceled our installment because they screwed up and got a global freeze on it. It took days to fix and much calling. We also paid 5,000 in a check which they took out of our account the next day. When we wanted our money back they said it would take 15 days. Seriously I wish this could have worked out. Now they still have my 5,000. I'll have to wait 4 more days before the 15 days is up but I'm not really sure I'll get it back without a lawyer.

Great job from Empire Today! We recently purchased a new apartment in Chicago with carpet on the lower level. We eventually wanted to replace it with engineered wood (since we are below grade and can't do hardwood) but decided to do it sooner as one of our dogs decided that a guest room was the place to "do his business." We called several locally owned places but everything was hard to coordinate due to the coronavirus outbreak. However, everything was easy with Empire Today! We filled out an online form and chose our date for an in-home estimate. The salesman arrived promptly and with everything to make us comfortable (masks, gloves, shoe covers, etc.) He measured, provided options that matched the hardwood upstairs and provided a quote what was in the middle of the range we believed it should cost. A week later the crew came in, moved furniture, ripped up the carpet and started to replace the floors. Since it was going to take two days to get it done, I asked them to please start with the master bedroom so we could have a place to sleep without being chaotic - and they did. The team was fantastic - very respectful, did an excellent job, confirmed a few things along the way instead of assuming and clean up in the end.
We are very pleased with the whole experience, the quality of the flooring, the price and the installation. Highly recommend.

Felt I need to write a review on this company. Was referred to them by a coworker. Expecting everything to go well but Very disappointed.
I felt almost like I was in a nightmare. I experienced Lots of miscommunication ,confusion and disorganization with Empire. I never received installation of my floors last month after my property mgr and I were assured that I would by the salesman. Tried to complain but not sure made contact with right people. The latest screwup happened this past weekend and Monday. I received several calls, texts from Empire to confirm appt I didn t make this week for installation of flooring. I read a lot of the reviews on this company. Maybe I should feel fortunate that I did not have flooring done by Empire.

I can t get anyone from Customer Service to speak to me. I have a

problem with my vinyl planks separating and with the trim work. We paid $6,000 for three rooms flooring so it wasn t cheap material.

What a hideous waste of time. I ordered carpet, kitchen tile and blinds.

Carpet - found decent carpet at market price and they advised installation next day. Which was important as I had a media chest being installed the next day after so carpet had to be down. Installer never showed for appointment and nobody called. Eventually I called at end of day and they advised it would have to be rescheduled for a week later with no reason given. I luckily saved the number from when the installer called In the AM and I called him direct in and bribed him with $120 tip to come, and he did. It cost me $120 premium and had to be here until 9:00pm. Good on their employee for coming, but he needed to be bribed or I would have been screwed.

Tile - installer couldn't speak a word of English and was about 19-21 years old. I have old vinyl in a kitchen and it was a mess to tear up. Part way through installer got sick of the mess and motioned he wanted to leave. I got on the phone with Empire and they claimed the subfloor was bad (they couldn't understand the kid either), so I advised to just put new vinyl over it (common install). By that time he had called the office, I could tell from the gestures that there was confusion and he didn't want to touch this job because he still thought I wanted to remove existing vinyl. He left the job but damaged my existing vinyl (which was fine but wrong color), and cut into teak door frames and did other damage. These kids were clueless. My other contractor on site couldn't believe what they had done and ran over to Home Depot and grabbed me some tile and did the job for 40% less than Empire.

Blinds - I made an appointment and got a confirmation window. Nobody showed up. At the end of the night I called and they advised that the person couldn't come today - well that was obvious as it was 7pm by then and I had been waiting all day. They rescheduled for the next day. Got a call in the AM and the person on the phone advised of a window. I got a call a half hour after the window ended and eventually a sales person showed up an hour and a half after the time window. They had a bag of blinds samples and admitted to me that they usually just do carpeting and flooring. It became very obvious they were totally clueless and they tried to get me to do it over the phone with an experienced blinds person. I had to send them away as they were of no help.

I contacted Customer Service over 17 times to get these issues resolved, both in the moment and after the fact. Ms. White (Manager of the local branch), was totally unhelpful and offered no consideration or assistance. It escalated to a regional guy Tim Sherwin - he was slick on the phone and excellent at trying to turn everything around to seem like it was my fault, which bordered the absurd. He took zero responsibility and fed me a lot of BS. His tactics would fall on deaf ears for the uninitiated and be a total insult to the sophisticated. He came across like a cheap salesman and between he and Ms. White's irrational and unrealistic approach to resolving all of this - the treatment inspired me to share my story on and many review and social media sites as possible.

Summary - pass on Empire - I learned my lesson. Home Depot is the way to go. They have excellent products, people you can talk to in person - and they care about their brand and their Customers.

Absolutely worst customer service ever!!!!!!! I rarely ever write reviews for any company, but I could not let this one go. I ve never dealt with a more unprofessional company in my life. From the time the sales guy walked in my house to the day my carpet was supposed to be installed, absolutely worst experience.
Firstly, the sales guy they sent out had zero professionalism. He didn t introduce himself, didn t greet me, had a mean look on his face, and acted as if he ran the place. He didn t bring any samples with him inside. He made me go out with him to grab the samples, and he didn t even ask he just insisted. That wasn t the worst part though. All these salesmen have the same sales pitch probably taught by empire, basically saying the lowest price is what they can enter in the tablet, which is not true, because my Mother and brother had carpet put in a month before me through them and they were able to discount $300-400 more then what the tablet allowed, so don t be fooled. After negotiating with him on carpet and finally coming to a price, the install date was for Saturday, on which I requested and AM appointment, and the salesmen said don t worry you ll get first appointment. Saturday comes by, I didn t get AM appointment, I had to call to confirm they were coming out, to which they gave me a 12-3 window. 1pm rolls by and I get no call, so after I call them again they said it ll be closer to 3pm, to which just annoyed me. 3:15 rolls by and I get no call or anything. So I call them and they said ok it ll be closer to 5pm, and you can only assume how angry I was at this point, especially given the fact I had plans at 6pm, on top of all that I requested off that Saturday just so I can get carpet put in. Guess what???? 5:20 rolls by and again no call or anything, so I called them and could you believe they said Sorry we won t be coming out today, that the installers got held up on a job. I ve never been so irate with a company in my entire life. I don t know how they re still in business. On top of all that after I told the lady just cancel my order, they guy tried to save the job and offer me a whopping $50 off a $2100 job. What a joke, he basically spit in my face. Please stay away from this company guys, do not go through the same experience I went through.

Oh my word. There aren t enough words for how dinged up they left our door entries and baseboards. My husband painted for a contractor for years, so he was use to having to return to a home for touch ups . He said this was a rushed job on Friday afternoon and unacceptable. The first rooms they started in aren t awful but their last room is beat the hell up because they wanted to be done. We will have to pay to have it repainted.

Very disappointed with Empire Customer Service & Installation Department. We ordered carpeting for stairs, paid in full, only to have the installation & order cancelled without knowing. Empire called to confirm the installation date and left a voicemail with a call back number. I called THREE TIMES & left a voicemail each time to confirm and when I still didn't hear back I talked to customer service to find out my order had been cancelled. I took a day off of work to be home for the installation and now they can't reschedule for 5 days and I will have to take another day off of work. Disappointed and will look for another company next time!

Absolutely terrible Customer Service !!!!! I made an appointment in
5 minutes on their website and it took me over 30 minutes, several phone calls and 2 different customer service reps to get my order canceled !!!!!! When the rep came out to give us an estimate it was the old 'bait and swtch' tactic which upset me. They advertised the old 50-50-50 percent off and they only had 2-3 samples of the cheap looking flooring, carpet and window covering samples. We're not happy at all and we will never use them in the future !!!!!

P.S. In all fairness to Emipire they did call me back to fix things and they offered $2,400 off my original estimate of $6,900. A generous offer but after reading all these other CS complaints, it's too little too late. Sorry Empire...

Every step of our experience with Empire went as planned. It was easy to set up an appointment, the sales rep was on time (even a little early), the products were exactly what we were looking for to replace old builder-grade laminate in our kitchen. There was no pressure, but we liked what we saw and we got a good price. The installation appointment was set up the next day, a great crew came in and did a fantastic job on the floor, and we get compliments on it from everyone who visits. We will be calling Empire again for a couple more rooms pretty soon!