Empire Today, LLC Review

Salesman was ridiculously pushy, very uncomfortable to the point that I signed a contract to get him out of my house after about 3 .. yes 3 hours! Local quote for better quality rug came in over 1k less! Called to cancel same day .. saw fine print requiring THEIR cancellation letter in writing to another office out of state within 3 ... yes only 3 business days! Overnighted letter for $50 to ensure no further headaches & to get my deposit of over $300 back within 10 business days (according) to their Letter of Cancellation & here I am getting the run around ... I do THANK GOD have proof of delivery w signature... but I am awaiting their investigation because they are saying I never called to cancel & they tried to reach me LOL BEWARE... they are SCAMMERS! Not sure how this company is in business...

Empire Today installed carpet in the second floor of my home. I also used them for vinyl plank flooring in my basement, and window treatments. The result is beautiful. The carpet looks great, and I get so many compliments on how good the basement floor looks. I love the window treatments too. And, they did a beautiful stair runner!

We got water in our basement & had to replace the carpeting. Empire staff was extremely professional and courteous, and the they were reasonably priced. I really couldn't ask for anything more. Oh, and the new carpet looks great! Thanks!

I should have taken Empire's rating into consideration before contracting them. The initial sales rep was nice, professional, and convincing. She professed Empire displayed impeccable service, close to no other. However.......once the contractors started, the problems started. Day one, only 2 workers came and they didn't get to my home until approximately 12:30 and left at 5pm. I contracted Empire to remove existing carpeting, tile, and lay underlayment and flooring to over approximately 1400sq ft. I was told by the sales rep this would be a 2 day job. Why would they only send 2 workers? Why would they arrive so late in the day? The following day they arrived at 8am, which was reasonable. They worked throughout the day and left at 5. Prior to leaving the lead worker stated he was tired and would like to have Saturday and Sunday off. I agreed because I don't want someone working if they are tired. On Monday when they returned they brought an additional worker totaling 3 workers. They worked again throughout their entire day they. At approximately 7:00 p.m. I went downstairs and saw that my basement was flooded.. There was water pouring from the ceiling directly above my bathroom. We attempted to turn off the water to the bathroom however water with steel pouring out of the pipe in the ceiling. My husband was able to angle his fallen to determine that the workers had pierced the pipe with nails causing the pipe to spew water. Several important documents were ruined due to the flood and the water pouring out of the ceiling into my husband's business final. My husband had to mom for approximately an hour and a 1/2 due to the water being unable to be shut off until someone came to our home. We called the Empire contractor back and he stated he was not a plumber and directed me to call a plumber. After my husband finish adamantly telling him he needed to come back he eventually came back with a friend that was a plumber however his friend could not fix the leaks. However the friend did shut off the water to the home and we did not have water from 10:00 p.m. at night until 10:00 a.m. in the morning until a plumber could come to the home and fix the leaks. I call Empire several times for resolve however being after hours, we could not speak with anyone. In the midst of having no water we found a nail sticking approximately 3" up out of the underlay meant that the workers missed. Thank God no one stepped on it however if we would have stepped on it we would have been in the ER that night. Eventually a plumber came out and fix the piping issue once the doll was done on the 4th day at 6:00 p.m. I notice that the quarter round was not completely finished as well as the workers left nails, debris, and pieces of wood in my bath tub that I had to clean out and take out. I do not recommend Anyone contacts or contracts Empire for services in their home. this was a nightmare that customer service was not willing to compensate us for the time spent mopping, the important papers lost, and the mental stress that this ordeal has caused.

I am very happy with my carpet, the salesman, the installers were exceptional.

Don t believe them. Fake ads. If they tell you that they will give you discount. Please don t trust them. They gave the advertisement for 50/50/50. Reality, there is nothing like that. I had the quote 2 years ago and then I have a quote 15 days ago. Nothing changed. I asked the employee about the advertisement and he replied that the price is always the same. Don t believe in the ad. Please don t waist your time. Very expensive compare to others

So I get a free estimate for a 500 sq ft floor to be done (vinyl). I am told... the price can be as low as $3500 or as high as $7000 (quality of product). Say whattttt???? I said NO THANKS, I ll do it myself!!!

Today (07/29/20), I get a phone call from OSCAR who identified himself as an Empire employee. Oscar wanted to know how my estimate went which I m sure he already knew. I told Oscar that the low price was completely a rip off. Oscars rebuttal, this is a national average price with other companies so how could it be a rip off? Oscar then went on to ask what price I was looking to be under. I said $2000. This is evident that the initial estimate was for sure overcharged because Oscar was attempting to negotiate. I didn t give him the chance. I asked Oscar to take my phone number off the call list. His response in a rude tone... I ll gladly do so.

People... I highly recommend not to go with Empire! They are unprofessional and over charge.

We bought the top of the line hypo allergenic carpet. So called pad installed. This is the worst carpet I ve ever had. Very disappointed. Needs a real pad. Our builder grade carpet was way better and that s saying a lot! Very disappointed and understand why others rated a 1- we were very hopeful to not have a bad experience. This was our first time using empire... let s see how they resolve the issue. Lots will hear about my experience if this doesn t get resolved to my satisfaction. The installers were very nice- it s a shame the product is so poor.

Salesman lied to us, shoddy install, wrong adhesive used, horrible customer service, refused to make it right or even try. DONT. EVEN. THINK ABOUT USING THESE GUYS.

Installers went out of their way to make sure my floors were perfect. My place looks amazing now!

This has been a horrible experience. Their customer service is non existent. The sales person refuses to get back to me regarding questions that I have. I don t believe that they installed the correct color carpeting. Their customer service rep happily responded, "OK" when I told her that my next call would be to the Better Business Bureau. How do they have an A+ rating on the BBB website? Do not purchase anything from this company!

They really help get my carpet and floors down fast and efficient. Would definitely recommend them

Horrible experience. I ordered my floor and they messaged me several times, auto called several times, emailed, and had a person call several times prior to the install. The install occurred and I had one room with discolored floor planks, dents, and chips. I called the next morning and continuously reached out for 2 weeks after the install trying to get someone to resolve my issues. No callback nor an email after the borderline harassment messaging prior to the install. I finally got ahold of someone and they scheduled a repair 1 month out. The guys arrived 1 month later and said they couldn't do the work that day and took pictures, which i had already sent to Empire. They told me to disassemble my furniture and they would be back the next day. I did so and they were not. Another several days of calling and I was told it would be scheduled 10 days out and I had to deal with the disassembled furniture. I was assured they would be out in the AM the day of the recast repair. The repair date came and an auto dialer called at 8 am saying they would be here for the repair soon. They never showed and I called at 530pm. I was told the installers are not answering their phones and I would have to wait. I never received a call back and they didn't show. Empire and Viski Flooring are a joke. Avoid these guys unless you like being frustrated and to have a subpar customer experience.

Carpet Installers arrived on Thursday and DID NOT HAVE ENOUGH carpet/padding to complete the job. They had to Return on Saturday to complete project. (Installers were Exceptional)
Hardwood installers arrived on Saturday and also DID NOT HAVE ENOUGH FLOORING MATERIAL

I was charged deposit on both carpet and hardwood - but only 1 contract was issued.

Carpeting was completed on Saturday and Hardwood flooring was cancelled on Saturday. I was required to pay the full carpet balance while installer was here.

I realized the credit card transaction was not reduced by the $123 deposit on the hardwood flooring that was cancelled and no mention was made of how it was to be resolved.

Within an hour or two we reached the customer service department - and found refund was not processed upon the cancellation and processing of the remaining carpeting balance. Instead Jody offered a $200 discount to reschedule the installation of hardwood.

I wanted the $123 hardwood deposit to reduce the amount they were charging me for carpet portion JODY refused insisted it was 2 totally separate transactions but agreed there was ONLY 1 CONTRACT

I explained that the credit card payment was still pending and I wanted it reversed and processed for $123 less. Jody told me she would request a corporate refund that could take up to 21 days.

I insisted that I speak to her manager and also wanted the corporate office contact number. Jody informed me there is NO MANAGER ABOVE HER IN THE "ENTIRE WEST" (Jody's words)

and the corporate office is the same number as the Empire Today 800 number. There is NO other number!!!! and NO other manager !!!!

I informed her I would contact my credit card company to challenge the charge and she told me go ahead "THEY WOULD SEND ME TO COLLECTIONS "

I was not calm during this call but considering the circumstances and Jody's insistence that their was no other recourse than dealing ONLY with her I believe I was justified in my frustration

$123 deposit is not large but it is the principal : Empire Today Go can show up 2 times without the preordered material - twice the customer had to prepare the room(s) - find alternate resources for the pet and learn there is only 1 person in all of Empire Today that can assist in a simple remedy

I hope my pursuit with the corporate office/ other resources prevents future customers from this totally unnecessary stress.

This was by far the worst experience way to much to go over but I suggest that if you are planning on going with Empire don t.

These &&$"@ ripped up our carpet they used a forklift which ripped the carpet in 1/2 off the truck. They blamed us for wanting another color. We could not get through and left a message.
Then the sales lady called back and sent a new crew back with the same destroyed carpeting!

I lost 4 days pay and our dog was impounded for days because of the message. Don't let the price fool you, you get what you pay for!

were very disappointed from start to finish,salesman sells us product that iWes discontinued,than they set up a carpet install for 2 weeks down the road,call me day of install and tell me they sold my carpet and cannot do the install,after I removed everything out of way upstairs with no place to sleep,told them next day or deal was off,funny how they showed with carpet next day,also sold us commercial 20 mil vinyl flooring for my family room that the installers told me they cannot put this glue down commercial floor on my concrete floor because of the cracks in cement,so return the next day with residential grade interlock vinyl floating floor and attempted to tell me it was more money,not!I have called since the install of vinyl on 07/14/2020 for a couple issues that need to be fixed,no one ever calls back,oh and that 50% off material and labor,I was told they just jack the price up,false advertise and say they are giving you the sale price,not,what a poor business operation,I highly suggest you find another flooring source local operation!

As a truck driver I will never come back to this sh thole

Sketchy company! Do not trust! They will oversell you if they can.

Call empire to get scammed. They will try to get you for a few thousand more than what your job really costs, and will sugarcoat it to make them seem decent. 5 price drops, and after my quote went down over half price I knew I couldnt trust them. Would I get the same quality carpet I wanted?? I dont know. I could have made a huge mistake and threw a couple grand away... felt more disrespectful than anything. We all are working to make ends meet. They need to scam.

STAY AWAY Ordered carpet from @empiretoday and it was suppossed to come last week. They told us the carpet was not loaded onto the truck from the factory and rescheduled for this week. Once again they said the same thing. My house is a mess with the room s furniture. They just offered me an additional $25 off an said that s the best they can do Terrible service & terrible customer service. Do not call them

I called and had Empire Today come out to my home for a quote on wood flooring in 3 bedrooms. The young man Zach comes out. He was a nice young man and very knowledgeable about the product.

At the end of his presentation we tell him we are not ready to do the project yet, and that we are just getting quotes. He says OK I will check back with you on June 1st, but in order to hold our sale price until you make your decision, please sign this quote. So on his IPad I sign what I thought was a quote, but turns out to be a contract. I didn't check the email because we were very firm with him that we were not ready and didn't know if we would do it or not. I even questioned him why he had me signing a quote.

So today May 28th I get a text confirming the install for June 1st. I call and tell them we did not agree to install the product in our home. We are still in the decision making process. So the young lady sends me over to the cancellation department. I am on hold for nearly 30 minutes and then a young man named Josh comes on line. I explain that we were defrauded by the representative that came to our home to show us the product and give us a quote. I go into great detail regarding how nice the young man was, but he deceived us. He told me I was just holding the pricing should we decide to proceed and he would follow up with us on June 1st.

So Josh tells me that I can't just cancel. I signed a contract. I informed him that we did not put a deposit or give any payment info. We were deceived into signing this young man's IPad. He said it was a quote and myself and my husband are repeatedly saying to the young man please do not be dishonest with us and then what does he do, he tricks me into signing his IPad.

Josh went back and forth and kept insisting that I could not just call and cancel. He was really trying to get me to do the deal by lowering the price, but unfortunately, they soured the deal by being deceptive and then by making me stay on the phone for a long time just to cancel it.

They would have had a better chance of me using their service if they would have just canceled this right away instead of trying to tell me I couldn't just cancel because I signed via Docusign. I never saw a Docusign logo or anything. The young man just brought up a line and said you are just confirming the quote pricing and holding it until you make a decision.

Foolish me for not scrolling up and down to see what he was having me sign. Finally Josh says that he has canceled it. I asked for a email confirmation but he says that Corporate doesn't send cancellation emails. What a bunch of lies this company dishes out.

So you can send a defrauded contract via email but you can't send a cancellation email. We shall see if this is really canceled. This is not good business practice and Josh should work on his customer service skills.

It's really too bad that Empire Today has stooped to such tactics as these to get business. The young man didn't have to do that. We probably would have gone with them, but now there is no way I would use the services of a company that operates like this.

BEWARE!

So happy with my new carpet! Wondering why I didn't do it sooner. Installation was seamless.

We ordered Carpeting for our Hallway, Stairs and Bedrooms and it was installed by George and his crew of two others....it was installed without a hitch....George and his Crew were excellent and very polite...The second day we had Laminate flooring installed in our Living Room and Dining Room by John & Mike and once again it was done very quickly and professionally....I can't ask for anything more from Empire and I would highly recommend them for all your Carpeting and Laminate Flooring needs....Sincerely, Steven Daubach

Second time using Empire and both times were great. Very pleased with the salesperson and the installers.

We had someone come out on Friday and promise us that they could install our carpet on Monday and the laminate on Tuesday. At 7:50 on Monday morning I get a call saying the do not have that carpet in stock and have no idea when they will have it. That was the first issue. Then came today when they were suppose install my laminate flooring. I called customer service to see what time they are coming out and they told me around 11. At 9:02 my doorbell rings an it's empire and as they came into my door the empire was calling me to let me know when they were suppose to arrive. This is my second issue they came with the wrong flooring. They were measuring the floor and found out that it was not level and told me they needed to step out for a moment and call their service project manager. An of course they did not answer. Then they as when my home was build and had to take more pictures and made the assumption that I had asbestos. Without any formalize testing or analysis. Especially after it was remediate by Service Master an deemed safe for habitation by a certified reclamation expert. I then contacted Service Master because I was concerned by this new development and they assured me that during the entire tear out that they found ZERO evidence of asbestos. So now I have no carpet or floors and have to find someone else.

AWFUL SERVICE ,CUSTOMER SERVICE IS BAD .
THEY DON'T KNOW HOW TO TALK TO ANYBODY AND EMPIRE TODAY MAY NOT BE BUSINESS LONG WITH THE NASTY REPS THEY HAVE WORKING FOR THEM ..
JOANNA RIVERA SHE NEED TO BE SELLING ORANGES BY THE FREEWAY SHE HAVE NO CLUE .
I WANTED TO MAKE A COMPLAINT
I do not reccommend

I was worried as I didn't read the reviews until the installers were already here. I was prepared for the worst and they actually did an amazing job! I had them replace the carpet throughout my entire house and the installation went smooth and looks great.

7 times and they still screwed up worst then the first time. They didn't take enough money off to even make this experience worth it.

1st time they forgot to install the transition piece.

2nd came evaluated for transition piece and forgot the pieces at the warehouse. Have to reschedule

3rd was to install transition piece and he caused a giant seam rip.

4th was to evaluate seam rip. Waste of my time.

5th to install brand new carpet in the room because of the seam rip they caused and came with the wrong size cut of carpet. Can't come back. Have to reschedule. Left my living room without carpet.

6th wrong size cut of carpet again.

7th was to come back with the right size of carpet and still was short. Now it looks horrible and the seam is showing where they cut it. All in my living room where people see it.

Julie was horrible with customer service and Evett from the main customer service line. I do not recommend this place at all and I still have horrible looking carpet in my living room. There will not be an 8th time. By the way none of the installers spoke English very well and major communication issues because of this.

POOR CUSTOMER SERVICE

I never write a review, but this experience was so terrible that I have to let other people know what they are getting into before choosing Empire over another competitor.

First day of installation I get an 8am call informing me the installers would arrive between 9am-11am. 11:30am comes around NO SHOW NO CALL (Must be how they allow their employees to operate) I take it upon myself to call and apparently the installers got held back at another job (ok understandable) however now the next time the installer can come is between 3pm-6pm (ok that s fine I ll go do my errands) at 2pm I receive a random call from the installer stating they re outside my door (no courtesy call stating they re 20 minutes away) well I was 20 minutes away from my home and do you think they gave me a courtesy to wait, NO. Instead, installer informed me they would be back around their scheduled time between 3pm-6pm. I call around 3:30pm to make sure they re still scheduled to come and customer service informs me my home is still on the schedule and they should be there within the time frame given (by the way they could not get a hold of the installer). Well, to no surprise, come 6:30pm, NO CALL NO SHOW AGAIN. So I take my time out to call and see what happened and of course no one can get a hold of the installer. So now I have to reschedule my installation and take another day off of work.

Second attempt of installation, I get an 8am call informing me the installers would arrive between 12pm-3pm. By no surprise I get a call from the installer around a little pass 10am stating they re 20 minutes out (thankfully I cleared my day to be home) 10am versus 12pm-3pm are two different time frames! Of course the moment the installers came and walked into my home for one minute and looked at where they needed to do the carpet installation came right back up and said they cant do the job. EXCUSE ME, CANT DO THE JOB?!?!? Apparently the estimator left an important note about my floor having tile and they didn t have the appropriate tools (let me just say the installer looked excited to not have to do work today) so I had to go out of my way to call customer service to explain my issues I ve been having and that I could not afford another day off of work for them to do their job they should ve done the first time). After talking to several customer service agents and each agents just throwing $50 off for inconvenience, over a $1000+, it s like a slap in the face. I asked to speak to management, and of course by no surprise management was unable and only can be reached within the next 24-48hours. WOW! There were many more issues I encountered; this is just the tip of the iceberg.

EMPIRE claims to be servicing s over 2million satisfied customers in the last 40 years, however, I don t know if it s the Chicago land employees or their overall Service is HORRENDOUS; I would never again be serviced by Empire and nor would I recommend them to family, friends or strangers. I would recommend going to another retailer; maybe LUNA has better customer service and professionalism.

Picked the perfect carpet primarily brown, they installed an absolute different silver carpet. This is after they called me on the install day to tell me that they didn t have the carpet and didn t know if they made it anymore. The next day it suddenly showed up and I was appalled when I saw it completed. Customer service is pointless, and all the managers do is try and prove they installed the right carpet. They will go as far as having another salesman come out with the samples changed on their boards. The website looks identical to what I wanted and they claim the brown sample looks Identical to the silver and black carpet installed. Biggest scam company ever. Probably should have checked out the reviews before calling empire. Do not try and work with them to fix your issue, just go straight to your lawyer and mark the charge as fraud. Cause they are fraud.

I only Worked there for 2 weeks & miss it so much & I cried sooo much when I was told I'm not going to work there anymore & I cried all the way home too & still is.

In my initial phone conversation with an Empire Today representative, I explained we were needing to install about 250 sqft of new floors and refinish 650 spft of existing floors. We found out at our home consultation that they do not refinish.

Our sales man was rude from the moment he introduced himself. He was short with answers, scoffed at us when we asked about the refinishing, and we were reluctant to even let him inside to provide the quote, but obliged. He quoted us $6k for 250 sqft of floating hardwood which I know is a ridiculous price. He offered no explanation when I mentioned the price being high, only said I could do a payment plan. I said no thanks and he left. A few days later I got a call from someone to follow up on my quote and he asked if we would still consider ET if he got the price down to $1800. The fact that ET's sales people are allowed (probably encouraged) to quote over 3 times the amount a project should reasonably cost is unethical. I choose not to do business with or associate with companies who have unethical business practices. In my opinion, Empire Today is a scamming people. Not only will I never use ET for any of my future projects, but I will actively direct friends, family, and anyone seeking recommendations to stay away from Empire Today.

If I could leave negative stars I would. Empire installed carpeting at my office and placed a seam down the middle of a room and hallway. After calling to complain they sent out a technician who borrowed a pair of scissors from me and cut the frayed fibers. Then left. Since then Empire refuses to do anything further to rectify the problem. Do NOT use Empire today if you want any quality service or quality carpeting. You have been warned.

We got 50% discount, price is just right to the price of no-name constructor. So, we are happy with the price. The material, the entire project, from the measurement, estimate to schedule, implement, we were happy with their services in every step. The installation team came on time, called in advance, worked precisely, professional, cleaned up after work.

The sales person was wonderful and initial installation of the carpet was great. We had both carpet and vinyl flooring installed. The carpet installers were quick, efficient and did a great job (no complaints). The vinyl installers were a good team as well, but this flooring is where my issue came in. The corner round doesn't match the flooring, it's more than 2 shades lighter than the vinyl flooring and the baseboards so it doesn't look right (still doesn't, Empire hasn't corrected the issue yet).

Carpet was installed 9/29, vinyl on 10/2. The box of corner round that was delivered had the correct color on the box, but when opened, only 1-2 pieces were the correct color. I've spoken to over a dozen people at Empire, no one really seemed to want to correct the issue; in fact, I had one person tell me that it wasn't even Empire's responsibility but was a manufacturer issue. I disagreed with her as it is Empire's responsibility, especially if you are using a manufacturer that doesn't have a quality check on their product to ensure the right color is going into the correct box. After over a week of just trying to get the ticket logged in the system, the person that was assigned my ticket didn't call me back for an additional a week, despite my daily, sometimes multiple times/day calls, her telling me she would get back to me on a specific date (then ignoring me), leaving voicemails, having customer service people leave messages for her, and even reaching out to my sales person to assist in getting the problem solved. There is supposed to be a team coming out to my house this Saturday to correct the corner round in the three areas. I'm hoping they show up.

Empire has been around for a long time, so how do you not have a decent follow up/ticket recording system with your customers for any issues or have a few specific teams that are dedicated to any problems that can arise? I had 4 people call me, one while the flooring was being installed, to ask how my experience was and if the flooring was good. The very first person I spoke with, I told the issue to, but she didn't record it. Same thing with the next three people and this was all within four days of the flooring being installed. I had to call into the customer service line, which has a voicemail (why does a customer service line have a voicemail, no one calls back even if you do leave a message), left a message and wasn't responded to. When the fourth person called me to find out my feedback, she said there was no record of an issue on my account. Are the customer service people just not logging issues so that their or the company's ratings can be higher? Because after a week and a half, the issue should have been recorded if not already corrected, not the customer having to follow up repeatedly just to get someone to log the issue. I even spoke with managers, who told me they escalated my problem to the Chicago office and I should hear from the within 24 hours, well that didn't happen, no one called me back, probably because my ticket was already with the Chicago office and she wouldn't respond to me. When I called back the next day, (24 hours, right?) I asked to speak with the manager of the person that had my ticket, but was denied, saying she had until the end of the day to get back to me... well that's not 24 hours when you call in at 2pm and call back at 3, but I still didn't hear from her for another two days.

By the time it is corrected, it will have been almost a month since the flooring was installed and based on reading other reviews, sounds like I'm the lucky one. This experience honestly felt like Empire's customer service simply ignore people until they go away if there is an issue (which I wasn't going to and continued to call) so they don't have to do any repairs. I just want to put my house back together. My furniture is in the garage, and is staying there until this is corrected, but COME ON!! My next flooring purchase probably won't be coming from Empire, I've not been even close to happy with this overall experience.

Our salesman was very nice..the carpet seems very nice...the installation was a nightmare. I year and 2 months i had multiple ripples in the carpet...i contaced empire and they said sorry your warrantee expired after 1 year, but for 250$ we can fix it with a 1 year guarantee...I will never use them again nor will I recommend them to anyone...000 stars..

Absolutely ZERO stars. The salesman Chris showed us all different samples that seemed really nice. We picked a carpet style and color and scheduled installation. Due to work being done on the house, we moved the install back a couple weeks. The installers showed up on time but, little did we know they are outsourced installers.

The head installer showed me a tiny piece of carpet and asked me if this is the color we selected. The color seemed fine but, the carpet felt real flimsy and not at all what I remembered selecting. He was then very quick to collect the money (I hesitated to pay him but, stupidly, I did). I sent my salesman a picture and asked if this is what we were getting, he said it does not look right and sent me a picture of what we selected. Totally different carpet than what they were installing. The carpet we selected was much thicker and more plush than the garbage they were putting in my house.

I told the installers to stop working (they already finished a room and hallway and were working on my bedroom). After 2 hours of being transferred to different people the installers left and did not take the carpet out. My salesman slipped up and told me it's not correct and was talking with his bosses. He then slipped up again and told me the supervisor told him to "Convince" me to take the carpet because it will thicken out after a week or two because it was rolled up. I already know that it's a scam now. I have now spent 2 days on the phone and they want to charge me $1400 because of the work done to the house already. I told them this is not the carpet I selected and I do not want it. I requested for them to come to my house and remove it and refund my money and I have been transferred 10 times and told that they need to speak to their manager.

I clearly stated that my credit card company is on my side and has begun the process of disputing the charges. They told me not to worry and they will be removed from my account and they will not get paid. They have 2 options I told them, come get your carpet out of my house and salvage what you can or, I'm going to rip it out and throw it away. They are not getting paid either way so, they might as well come get what they can. I was told he (Randy this time) has to talk to his supervisor once again. Bogus bait and switch tactic, show us nicer stuff and then put in the cheapest stuff they have.

We should have listened to the bad reviews. The service agreement is a scam. They sell loans. My floors are separated and now I have to pay for an inspection to SEE if the manufacturer will fix he problems. How do I know If they where installed properly to begin with. Empire is the middle man. My floors are 1yr old. Called WGN News. My sister works in accounting

If your flooring needs repair good luck! Been trying to schedule a repair since May! Simple fix and they ve sent an inspector twice! Can never get anyone out to do the repairs and have been leaving voicemails with the managers with no returned phone calls. Monica from Installations Department.

If I Can give zero stars I would. This has been one of the worst experiences of my life. We were having our lower level done on 11/8/19 with 1/2 carpet 1/2 flooring. Empire scheduled it the same time. The flooring installers showed up first and started working then the carpet installers came and said sorry we cant install the carpet because the flooring people are here, so they left. When the flooring people were done they shorted us 2ftx14ft thru the middle. Also the flooring is already bubbling up. We had to call 10x before the carpet installers would come back to put in the carpet. We have been trying to get the flooring people to come back to complete and redo the job. After calling and getting the running another 10x we were finally told they would be back 11/14/19. We took off of work again to find out the carpet people were on their way not the flooring installers. Once again we called and was told the flooring installers are booked till 11/25/19. Needless to say the JOB is still not done! Since we already paid they will NOT give us our money back, or comp us for the multiple days we had to take off of work.

I had floors installed a couple weeks ago by Empire Today. It was so easy to schedule an appointment. I literally scheduled my appointment the day before and they came out at hours convenient for me.

The sales rep offered many selections and various cost saving suggestions. He came on a Friday night at 6 and stayed until close to 9. I wanted to proceed so he checked the next available date. I didn't think Saturday would even be an option seeing as it was Friday night. But he checked and it was.

The installers came the very next day. There were a few hiccups, but nothing that would make me lower my rating. I think it's safe to assume there might be small issues with any large project. Sales rep great, installers great, customer service great.

Empire Today - Thanks for making this a fast and stressfree project for me. I love my new floors and will attach picture later.

Scheduled an in home consult and was shown a very limited catalog of flooring. The consultant would not give a pricing breakdown for the total said it was a "package deal". Also was told that the charge for flooring removal would be $1.00 per sq foot. Definitely would not recommend using this company!

If I can give 0 stars I will. This company is to expensive I could have a better deal some where else. I will never hire this company again, lesson to learn.

ALL THE EMPIRE CARPET COMMERCIALS ARE FALSE!!!!
Don't believe of what there advertising because its all FALSE.
2 years ago i had gotten carpet for my home for 2 rooms & Empire had advertised each room would be $50 so here I'm thinking that i will pay a little over $100 in which that was false because at the end i ended up paying close to $800 for only 2 rooms my bedroom & the living room..
Do Not Trust Nor Believe Empire today.

Had I read these reviews a in April 2017 I wouldn't have bothered with Empire. True to form, I am now lodging a poor review. I spent $3,000 on blinds. The 1st measurements were messed up; then they didnt have the blinds I ordered for my window size; then at installation two windows were mismeasured and I cant seem to get a call back from Customer Service, the sales person or the installer as to when the final two windows will be installed. But I bet they wont have a problem billing me. Eddie Zs in Chicago is AWESOME! Empire is sad.

Extremely disappointed so far. The floor is great. But there is a piece that is coming up. I have called 3 x s and no one has called me back for a follow up appointment to fix. I hope someone from Empire reads this and reaches out.

They were suppose to come give me a quote. No call no show. Took of work for nothing

The absolute worst company
Liars
Unprofessional
Poor customer service
Promised a discount on product
Due to multiple failures on their part
And did not follow through with any rebate
Do not use this company
Save yourself the agony and use the
Professionals

Ask your salesperson to break-down what you're paying for. They can't because the pricing for their "sales" is bull****!
Once you say no the price keeps dropping. Why? Because they want you to buy at their super inflated price! Keep saying no until they have to call their boss. Make them call a few times and maybe you will get a fair price maybe

If I could give Empire zero stars I would! I have had the WORST customer experience after noticing several planks are chips after instillation on my $1,000+ flooring. It was installed on a Saturday and almost a week later I m still waiting to hear back on a resolution to my problem after contacting them a handful a times. It amazes me how quick they were able to come out and collect payment but when something went wrong an hour after their installers left no ones been able to help. I even contacted the sales man who came out for him to help me which he returned my call with a text and has yet to respond when I asked him for further help on my problem. Extremely unprofessional, disappointed and unsatisfied!!!

I am writing this letter as support for my complaint and dissatisfaction with the services and product I received from Empire Today carpeting. I reached out to Empire Today numerous times to let them know my carpet was fraying, loose, and some of the areas where they use sharp nails to secure the carpet to the floor were exposed and caused small injuries to my feet.
Before submitting my complaint for the above issues, I contacted Empire to let them know how terrible of a job the technicians did when installing my carpet. They came unprepared and were not able to complete all projects, and left a mess when finished installing my carpet.

I called Empire a few times around late 2018 December timeframe when I started to notice the carpet fraying, I was speaking with Steven Vecerina, he asked me to send photos and around late December 2018 I sent him photos. Empire schedule a time for carpet technicians to come and evaluate the carpet condition. I was shocked to hear from the installers that I had cheap carpet and that is what is expected from this type of carpet. That is the very opposite description I received from the sales person. I did not ask for high performance carpeting but I did ask for medium range quality carpet. I told Steven this and he said he would have a manager come by to further evaluate the condition of the carpet but no one came. On January 31, 2019 Steven wrote me back and asked ridiculous questions I feel was a way to lay fault on me and how I took care of the carpets. I knew then that they were not going to honor their warranty. The fact is that the area where the carpet was installed was either never used or rarely used. I use the office but the bedroom was not used until January 2019 that is when we moved downstairs and we did not get a dog until September 2018. The dog never had access to the downstairs living area. I wrote and called a few times since then and no one has returned my emails or calls. I believe they are trying to get out of their warranty they told me I would get with this purchase. Unprofessional and a scam!

Zero stars. Their customer service is nonexistent. After installation of tile floors in my basement, which was very far over estimated in the amount needed/ordered, and thus paid for. I was told I would keep the remaining tiles. The installation crew left with everything in December. They took the old laminate floors that their going to resell and my remaining new tiles. I saw atleast 12 boxes near the finish and figured they would leave them as was promised by the sales rep. I have ZERO left over. I called customer service back the very next day asking for the tiles I paid for and now 1.5 months later I m still reaching out almost every day and get the voicemail and leave a message. Mandy seems to be the person that s been assigned to my case. She s called back 2x, after 1.5 months of reaching out, but during work hours and when I call back, irregardless if it s 5 minutes after or later that day, she never answers their phone. This is ridiculous for a large company, let alone one that I spent over 12k with.

For the empire I rock that,and I roll that ,bobojaga style

Worst people to install flooring in the world. Had an install where the guys came in and looked at the floor and refused to do the job thinking our base floor was exposed. We pull up part of the floor themselves to show them they were incorrect because god forbid you put some effort to look. Had another set of installers out today after a day of lost wages and behold! It can all of a sudden be done! These people do not deserve business. For the hassle and disappointment, and incompetence, you can go elsewhere on people who want to work.

DO NOT USE EMPIRE! My experience with Empire has been one of the worst experiences I ve had with a contractor. First, the flooring I chose wasn t in stock and they kept canceling/rescheduling my appointment. I finally had to cancel the flooring order because they were unable to deliver. They charged me for the carpet, I paid the amount in full, weeks later they charged me another $751.00!!! I ve called them about 8 times since I incurred the charge and each time no one can help. I ve been told that I don t owe (which is correct) and that it would drop off in 5-7 Days, I was told to call Wells Fargo (because it was a line of credit through them) they said they had no control over it, and here I am, still with no resolution and a possible ding on my credit because Empire s billing dept. made a mistake. Along with that, I checked the account today and was billed an additional $30? They are doing all they can to rip me off, but I ll have to write letters to corporate because customer service is not helping. They claim that my account was escalated and that someone would call me back, but nothing yet. What s sad about all this is I m planning to refinance my house pretty soon but because of Empire s mistake I risk running into issues or even a higher re-if rate due to their mistake. I can not afford to pay a bill that I do not owe. I really feel bad that as a customer who did everything I was supposed to do from my end, namely pay them for their services and the lack thereof, but in return I get charged for something I do not owe and my credit score gets impacted. To all who are considering using the flooring, save yourself months of drama and unprofessionalism, run away!

We bought blinds with a lifetime guarantee (but $75 per repair visit). We've now had the blinds about 15 years, and each blind has needed to be repaired multiple times. I believe we've paid about $750 or more simply for repairs. This is inconvenient, of course, but until the last repair, service was at least prompt and responsive. Unfortunately, we had strings break on two blinds over a month ago. A repair person came to take them away, I paid the $75 fee, was told it would take no more than two weeks and probably less, and we still have no blinds. I have called customer service four times, and each time I have been assured I would receive a call back "from the local business" (as calls go through a call center). I have yet to receive a call back and have spent way too much time on the phone and holding, waiting for a response. They can't transfer me to a manager, my complaints to the poor call center employees are futile, and I still have NO idea when I can expect to get my blinds back. To say I am frustrated is an understatement. I would NEVER recommend this company--not anymore.

They did a GREAT job for me!!
I am in a 2-bedroom, kitchen, living room, and dining room condo with closets and furniture and they completed the job, starting at 9:15am to 2:45pm!! They were courteous, respectful of my belongings, and completed it in less than 6 hours. The carpet install looks fantastic AND they vacuumed up the leftover scraps after they were finished! I am VERY VERY happy with my purchase. Thank you Empire. :-)

Empire's fatal flaw is their "contracted" business model. The salesperson is a contractor; the installer is a contractor; Empire's role is to stock/supply the installer with product, coordinate a schedule/paperwork and collect the money. In my case, both salesperson (Brian) and installer (Aaron) did an excellent job. Brian even went out of his way to get some extra paperwork completed that we overlooked during the initial visit. Unfortunately, Empire fell down on their part of the deal - I had to chase after them multiple times to get paperwork finished with my condo building (certificate of insurance, etc.) and nail down scheduling so I could reserve a freight elevator. After multiple messages to their "customer service" line went unanswered, my salesperson helped me get a call-back from a manager, who went out of his way to make sure I knew I should feel "blessed" to receive is call (um, I'm spending a lot of money with you...you're the one who should be at least pretending your job to satisfy ME) and on that call he literally told me that nobody answers that customer service line. YIKES! After much hassle, installation day came, and one of the installers no-showed, forcing what should've been a one-day job to take two. I cannot compliment the installer (Aaron S.) enough - he worked really hard, did a fantastic job and went out of his way to pull the experience out of the crapper. I genuinely hope Empire knows how much their contractors are doing on the front and back end to make up for their horrible service in between. But if you're looking for a flooring company in Chicago, I cannot recommend strongly enough that you look elsewhere. Empire markets convenience and savings, and they offer neither.

I'm sorry to see so many low ratings. We had a great experiance with empire and I would recommend them freely to friends and family.

Company doesn't do what your paying them for but are more rhrm willing to keep charging you more . Will never recommend them. If you have an apt for an instsll cancel and find someone on Angie's List

I have had two separate experiences with Empire and if I were to write a review based on the first experience it would have been a 5. We had our floors installed about a year and a half ago, great experience called them back when we had damage due to a flood. HORRIBLE Experience. The Sales Rep Richard Deloughary talked down to me the entire time only addressing my husband. Mistake 1 - Not kicking him out there for being rude. I stated I did not want Laminate in my laundry area due to the moisture and he assured me that it would be fine and that he doesn't think they could do what I wanted so I let him talk me out of it- Mistake 2. I showed him a concern we had regarding our crawl space access which he said he would let the installers know (they knew nothing of it when they came in and tried to nail it shut but that's another review). So Cue 2 months later so far 2 times of people coming out to fix our floors which are now buckling around the dryer because SUPRISE ... MOISTURE. I wrote a review on FB finally got a call to send someone out to fix it. Now their fix was REINSTALLING THE LAMINATE UNDER THE DRYER. I say no that isn't a fix so they are going to send a sales guy out for a material selection. I tell them square do not send the same guy and gave his name. 1 day later. You bet the same sales rep comes to my house. He walks in with a chip on his shoulder asking what is wrong. I show him (admittedly now I am VERY agitated so maybe not the most pleasant person to deal with). I tell him the whole moisture thing and if he remembered when he came and told me the laminate would be "fine" under there but it is NOT due to moisture. He asked me "what's leaking?" At this point obviously he is not listening to me so I had to ask him his experience with a dryer. They are hot items that use heat to dry wet clothes causing humidity. So he starts to walk away saying I have "been on him since he walked in the door" So I begin to ask if he doesn't understand why I am upset and he interrupts me with a "Oh, you're not done yet." To which he got flat kicked out of my house. Called back to customer service to complain. I got told a SALES MANAGER would call me today to reschedule. Sure enough the same guy who called Monday and Sent Rich back out called me to schedule. NO SALES MANAGER.

The worst customer service experience ever. Where do I begin? The rep provides a quote, forgets to submit the order, 1 week later another person checks to make sure the measurements are accurate (after repeated calls), fast forward 3 weeks later, the order was placed on hold because we were quoted the wrong price, really?? Our sales rep tells us he forgot to mention that small fact. In my world, you are accountable for your employee's quotes. 1 month, hours of wasted time/money, we do not have our product and we have still been unable to speak with a real person of authority. Run, don't walk from doing business with this company!

Heads up! EMPIRE OWNS LUNA Flooring! So if you don't like Empire Today, don't go to LUNA!

Worked here for 6 months and I have to say, it's the worst place I've ever worked. Mismanagement, failure to guide and mentor young/junior people. Payscale is what you'd expect for a company that's all concerned about profit margins (aka poor). Frankly, I'd recommend anyone looking at working for them, to look elsewhere. Especially if you are in IS&T.

Had a great experience with Empire; our salesperson was knowledgeable and helpful in recommending what floor would looks great in our new house, the installers were absolutely fantastic and professional, and the finished product is everything we ever wanted. Would 100% recommend!

If I could rate 0, I would. This is in regards to carpet. June 7th, 2018 was my install date. Alan Garcia, Alexandra and arjelio showed up around 10 am. They worked till about 6pm. I have a master bedroom connecting to a loft and stairs down to the first floor. The second bedroom was not going to be done. They made the seam outside the door so you can see the spare bedroom carpet from the loft side, they didn't put in the metal transition piece in Hall way bathroom that goes to laminate flooring, so the carpet just flaps over into the bathroom. I can pull it up with 2 fingers. They made a horrible patch in my master bedroom and used about 10 pieces of scrap carpet on the stairs so as your walking up you can see Staples inbedded on the risers
As you walk. They forgot to cut out a hole for one floor vent and floor outlet in the loft area. I had an inspector come out from empire on the 19th and he seemed to be disappointed in the quality of the labor, he came on the 19th of June. I waited patiently for a week and called customer service and they made a ticket and I still didn't hear back, so I called today July 9th and they gave me another ticket number. To see more I will be posting a video on YouTube called Don't use empire carpet in your home if I don't have this resolved by the 18th of July. This video and proof will be online to be viewed for anyone thinking of using empire for carpet.

I have no review, just a concern. I've scheduled an appointment, but with all these negative reviews. I'm worried. I see owner saying "I'm sorry" a lot, but what is Empire really doing to improve Customer Service and actual Delivery of service?

There was nothing that went right after they got their deposit. Showed up late afternoon for the install that was scheduled for morning and never called. Then they did not have enough carpet. Came back the next day in the late afternoon after scheduled for morning. Have tried to contact customer service and they are no help and they don't call back when promised. Will never use them again. Wish I had read these reviews before I bought carpet from them.

If I could give no stars i would do so... first when i paid my deposit at time of consultation i felt pressured to do so because he could "give additional discounts" if i agree today. I then got a second opinion with a local company and went with them. I called back 3 days after my consultation and asked to cancel they then agreed to take MORE money off... if you could have given me this deal to begin with, why not JUST give me the great deal to start. I do not feel comfortable with these shady selling tactic so i still cancelled. I was then told (before the cancellation was processed) that it would take approx 30 days for my money back. again outrageous as it took them 2 seconds to get my money from my couch. i complied because i really didn't have a choice and felt it was just another way they were trying to get me to just stay with them. i patently waited 31 days and then called today. i was then told that the original cancellation request was never fully processed (which HELLO you NEVER came out to install so YES it was cancelled!!!!) so she would have to resubmit a new cancellation request and then try and expedite it to hopefully get it sooner... i said absolutely not i need it sooner i already waited over 30 days she said she could do no more i asked for a sup the supervisor said the same thing to me but he was WAY worse. I was literally speaking to him as he read a script to me instead of actually listening to what i was saying. i then asked for his boss who he said was working from home i replied great then they're working you can get them on the phone he then denied that he could get them on the phone said he could email them and get a call back in 1-3 business days!!!!!!!!! Now they have over $800 of MY money that i have already waited 31 days to get back and may need to wait another 30 days to receive back pending no one else screwed up while i wait 1-3 days for someone higher up than the supervisor who didn't help me let alone listen to what i was saying to hopefully help me out... no holding my breath

I got a 2 star review for Empire!!!!!!!!!!

if it was not for the level of quality from your INDEPENDENT CONTRACTORS NOT EMPLOYEES I would of gave this company 0 Stars....

I recently hired them to remove and replace some carpet at a project location for a high-end customer.
Of course they take money from you once you select a carpet and sign papers, then take the full payment upon arrival of their installation crews.

The crew discovered a small area of 25 sqft of Asbestos Tile, which put a stop to the installation.

These guys pulled away from the Job, with my previous carpet leaving my home with padding only. I was informed by the office secretary that I had to hire an Asbestos Abatement Company and once they were done, they wanted an Air Test to prove it was done correctly... yada yada yada.....

I did all that in a matter of a week and hired a great professional. I then called empire and they told me I was 3 weeks out and they would put me on the agenda.... I waited almost 30 days to get carpet put back in my living room....

Please dont say I didnt warn you.........Stay away..... Big advertisement commercials is a decoy for their unprofessionalism.

The installation team was wonderful. However, I noticed a Significant amount of new carpeting and padding on my driveway near the end of the installation. Which had me very very curious if we have overpaid / been oversold on the amount necessary for the project. No one asked us if we wanted any of the scraps/remnants - or the huge pile of new carpeting that wasn't installed. This suspicion grew with the tone of the Empire Rep that called to check on the install while it was in process - in Awe and repeatedly talking about how Big a job we had. It was then that I realized that none of our paperwork indicates How Much we purchased or the Square Footage of the project. We were just given a cost. I didn't think I needed to confirm SQ footage, but we are very much Learning right now. We have reached out numerous times to the man who sold us the carpeting and insisted that he be our First Call if anything was an issue to try to get an understanding of what happened. He didn't Returning Our Calls. This only adds to the feeling like we were taken advantage of. We finally gave up on the sales guy and decided to respond to one of the customer service emails. We got a call back fro their customer service system asking if there were any other issues before sending our issues along. We definitely want these concerns addressed! So, we called back the number the Customer Service person left - only to get hung up on. It was a general call center, so I tried again - I opted to 'have my place in line held and receive a call back' it never happened.
I deeply regret not choosing another vendor.

My experience with Empire carpets and blinds has been nothing short of AWFUL! My blinds are less than one year old. I have the kind that you just pull down or push up..no outside pullie. I have 2 windows in the living room that these blinds are on. One window is an accent window that the blind have only gone up or down a handful of times. On August 27th I went to pull the blind down and the inside string broke. Now the blind is up on one side and down on the other. I am hosting a wedding here in the 2nd week of October. I called immediately and to this day NO ONE HAS RETURNED MY CALL! I have called 18 times and always get promised that someone will call me back. I am running out of time before the wedding!!!! As of today I have put in a claim to the BBB (better business bureau) they have accepted my complaint and will contact me with the results ASAP. If you're thinking of spending your money with empire please do not! They are HORRIBLE!!!!

We had brand new carpet installed in our new home 2 months ago. The installers were TERRIBLE!!! One of the installers was caught by my husband and I sweeping the rubbish down our air vents. They broke our bedroom door. They had no vacuum to clean up and asked for mines. They left carpet behind when during our sales appt we had ask that all carpets be taken away after installation and we were assured they would. Most upsetting experience and I ll never refer empire to anyone!!!
Fast forward to 2 months later....we knew that after the installion was done that we d have problems with the carpet lifting up. Well, it did and tore! Been calling, calling and calling empire we had to appointments for them to show up and they NEVER DID, NEVER SHOWED! Two days in a row! Been calling customer service and they F ng SUCK!! Been requesting a supervisor to call and NO CALL BACK!!!! This place is TERRIBLE! DO NOT DO BUSINESS WITH THEM!!! I m calling the better business bureau Monday morning to see what can be done and to get our carpet fixed.

DO NOT DO
BUSINESS WITH CHICAGO EMPIRE!!!!!

Empire installed garbage on my floor and it was immediately damaged. When we tried to file a warranty claim, they claimed it was our dog (even though the salesman told us this carpet was great for pets with our dog sitting right next to him).

Go with Empire is you want an overpriced, garanage product that aren t willing to stand by. I will be filing a complaint with the BBB.

It s taking 2 weeks to do a job that I was quoted from the sales rep (who has since been fired) was supposed to take less than 2 days! I had to miss multiple days of work and hire someone to housesit for me costing me hundreds of dollars because the job ran over the time I was told it would take. AND the sales rep put down all the wrong rooms so they didn t even finish the job! After HOURS on the phone (nobody from Empire that can help you ever answers the phone- you just have to hope someone decides to randomly call you back) I was told they would come back the following week to finish the last room. Sat around ALL day and NOBODY showed up or called. Called Empire 4 times that day- they confirmed I had an appointment and told me to be patient. Useless. Now it s Monday and the local office is STILL not answering the phone and my bathroom is STILL unusable and my house a disaster. Thanks for nothing Empire. They will take your money and never finish the job and you won t ever be able to reach anyone for a refund!

Took the money but didn't complete the job! Its now been a month since I had 2 new floors installed. They were short 2 lengths of T-molding and the installers said they would have it in a couple of days. Called twice a 5 and 7 days later, 2 service tickets written, no response. Finally filed a dispute with AMEX (love these people) and $500 was disputed as the job was incomplete and written on the installers invoice when they left. I finally got a call back a week later from Tim Whalen, from the Tampa market. I missed his first call and immediately called back, no answer and his voicemail box was full. He called me back. I told him I could not leave a message and he said it had something to do with their corporate voicemail system. Its a cell phone, no sale. After a brief conversation, he was going to follow up and get back to me. Over a week later, I called to follow up. Could not contact, his voicemail was full. Tried a day later, voicemail still full. To date, job still incomplete. I also addressed the indoor/outdoor carpet they installed was rippling. He said it was a different installer (Arthur) but he would reach out to him and have him call me. Yep, you guessed it, no response from him either. Will NEVER use them again! DO NOT PAY UP FRONT!

My experience with Empire Today has been very disappointing. My order was a two-part order that included 3 bedrooms of carpeting and wood laminate in my great room, stairs, and 2nd floor hallway and bridge. The carpet installation was smooth and I'm satisfied with the carpet experience. However, the wood laminate has been a nightmare. I ordered a pet friendly product according to the samples brought out by the salesman, but the first thing I noticed was that he did not break down costs by product vs. labor. Also, I was not certain how much one product cost over another because he also did not differentiate among costs for different wood laminate products. The very first time my dog was on the floor it resulted in several scratches. After dealing with this company over the past 3 months, I still lack resolution about my damaged floor. Clearly, the laminate is of inferior quality and not the pet friendly product that I chose and paid for. My experience has involved at least 4 different reference numbers and promises to return my phone calls. Finally, the company sent out an "inspector" who used Acetone on the floor to rub out the scratches, essentially removing the top coat of the wood laminate. This is not a solution to my problem. I was told that if I wanted to pursue this issue further, I would need to hire my own "inspector." In my opinion, this will only add to my costs. What would an inspector be able to prove with regard to this company's internal product-line and practices? My agreement with Empire says I was to get amber walnut Southgate Series. Instead, I got something called Revwood. No one at the company or the inspector has been able to explain to me the difference between Southgate and Revwood. The installed product was not what I bought from the salesman and has not delivered on the promise of "pet friendly." I have had to install a pet gate to keep my dog off the floor and this has been upsetting to my dog as he can no longer sit with us and enjoy our company. If I could give these people a half star with regard to wood laminate, I would.

Don't offer carpets you CANNOT DELIVER! What's the point? The delay of next week, then the week after then another call with "we don't know" when it will be available in inexcusable. After 3 weeks of delays and paying for this upfront, having caused us to delay the move to our new home, delay of selling our old home etc... the financial burden is hard to calculate, but do yourself a favor, if you want something done, look elsewhere. You'll simply be misled and have your entire excitement of getting a new home ruined.

On March 9th 2020 l was pressured into purchasing carpet. Ithe salesman made me feel like l had to buy the carpet that particular day in order to get the deal at that time. Due to the pressure and not feeling comfortable with the experience l called Empire the next day to cancel my order. The telephone representative assure me that my order was cancelled and someone from a different department would contact me about finalizing the cancellation. I email and called Empire several times since March 9th and as of today's date l have not received my money back. This is not fair because l cancelled my order within 3 days. Do not purchase carpet from this company or sign any documents if you feel pressured . My next step is to contact the Attorney General office regarding this matter.

Inferior product customer service is beyond bad please head my warning stay far away from this third rate company .I wish I read there reviews first many people agree.

This sucks!!! 6 pm on a Saturday night and my workers who have been here since 8 am just inform me they don''t have enough material to finish the job!!! My kitchen is a freaking disaster!!! Empire, your customer service sucks!!!!!

Sales person did a great job finding a carpet that was in our budget, installers showed up right on time, did a a great job, didn't leave any mess, carpet looks great and there was enough leftover carpet to make a runner for my stairs.

I called have an appointment tomorrow. I smell scam.

They won't tell u what the price perquare foot is.

The are giving me all of these coupons, but the sales rep could not tell me how they work. $350 off, I asked what are the stipulations. She said I don't know, ask the rep that visits your home... Really? Then I'm told I'm getting 75% off, I asked if what. She said, I don t know. I asked will the sales rep tell me the price per square foot. She said, I don't know what kind of company is this???? Geez Walmart employees know morabout the stuff they sell.

Our carpet installation has been a complete nightmare. I would NEVER recommend this company to anyone, EVER. They came out to install new carpet as well as laminate flooring in 3 rooms and a foyer. They installed everything and left. The laminate flooring was HORRIBLE, there were bare places on the floors, they laminate did not match up to the walls, it was a total mess in all the rooms. We were able to get someone to come out to look at it and they agreed that the laminate needed to be redone. New installers came out to rip out the horrible laminate and reinstall it. This took a total of 3 different days to complete because they kept running into issues from the bad installation. While the new installers were there, we noticed there were places in the carpet that did not have any of the cushion matting under it. When you walked on it you would sink down in and could feel the concrete underneath. Yet again we had to wait for someone to come out to look at it and they agreed the carpet was not installed properly and would need to be completely ripped out and reinstalled. So once again we had to have all the furniture and items moved out of the rooms. This was my mothers home, she is an elderly woman who has some health issues and is on oxygen so we had to hire people to come in each time to move all the furniture as well as put it back. We have tried to call customer service SEVERAL times to ask what they are going to do to compensate her for all of these issues. They continue to tell us that they have put a ticket in for this and someone will call us back in 1-2 business days. NO ONE EVER CALLS so we call again, its a vicious cycle of getting no where. We were finally given the number to our local office (or so they say, its an 866 #) and were given the extension and name of the person we needed to talk with, Megan. We have called her NUMEROUS times, she never answers her line and NEVER returns our calls. THIS IS RIDICULOUS. Why can't you talk to a person who can help. They have lied to us so many times, telling us someone will call, one time they even said someone was scheduled to come out that day. No one showed up. They were quick to call us and come out to sell us the product and work but not so quick to help us with this mess. I will make it my quest to tell everyone I know to never use this company. They are HORRIBLE.

So we got vinyl flooring about a month ago. We where told how much we had to pay a few days later, and we released it was way higher than it should be. So we called and asked about it, and on the bill it supposedly said a bunch of stuff that the installer did not do. They are charging us for stuff that was not done during my floor installation. We have been trying to get a receipt, just a simple receipt from them, but they can not give us that. That is pathetic. A company should be able to give a customer a receipt of there purchase. We have tried multi times weekly and no one will return our calls. We once got one call back when we went to better business bureau and submitted an complaint. But that has been it. I want a receipt so I know what I am paying for. I am being charged for items and things that did not happen.

I am not happy with my carpet installation. The installers did a great job but they were not provided with enough carpet to complete the job in one visit.
The installer stated he would come back the next morning to complete job but I said unacceptable because job should have been completed in one visit. He stated it was not his fault and left. I started calling, starting with my sales person, Jim who I left several voice messages and texts before I finally reached him. All he could say is he was sorry this happened and at least installers will be back tomorrow to complete the job. I told him unacceptable for a professional company like Empire Today not to provide enough carpet to complete job in one day as scheduled. I told him to work his magic and get my carpet installation completed on same day, since he is Jim, your Empire man. Never heard from him again which is unprofessional and unacceptable. Contacted
Empire Today directly several times leaving messages everywhere because no one answers the phone and you have to wait for someone to call you back, again unprofessional and unacceptable especially when you have to pay for job in full before they installers begin the job. Empire Today finally called me back and I had to insist that they send the installers back out on the same day with my carpet to complete the job. I requested some form of compensation for this inconvenience to me and was told that was not going to happen, but I have to risk me and my family s health during this pandemic in having these installers in my home a second time to complete a job that should have been completed in one visit, again unacceptable and unprofessional for a company who has been in business for +55 years.
I was told by the installation manager that it was it was not Empire s fault that I scheduled carpet installation during this pandemic and no form of compensation would be given because installers were coming back the same day to complete the job.
Again this job was completed on same day because I kept calling and and calling Empire Today and insisted that they complete the job in one day as scheduled. This is unprofessional and unacceptable to me as a customer which is why I will not be a future customer with Empire Today, a company who does not value customer service and sales person just takes your deposit and runs.

Update to resolution - empires idea of resolution is offering a discount to purchase more from them. Really?
Fool me once shame on you- fool me twice shame on me. No thanks- the carpet is in the trash next week when new product is installed from a competitor.

The laminate install was great other than the supervisor being really rude to his guys. The carpet installation, though... Horrible, unprofessional. They scheduled installation with us 4x over 2 months and no call no showed each time. Customer service was no help, never got an apology and was hung up on. Talking to supervisors didn't work because no one kept notes of scheduled installation or of when I called. THEN 6 days after their last no call no show, they cancelled our order because it had been too long. I get better service in fast food. Do yourselves a favor and never use them.

Sometimes the old cliche "you get what you pay for" is actually factual. Empire / Luna Carpet had competitive pricing, that's why I hired them. Unfortunately, it was all downhill thereafter. For a 1-room install of carpet and laminate tile combined, it took them more than four weeks to complete because of several issues:

The service workers brought the wrong materials to my home twice. One appointment they just simply didn't call/show. Because the laminate crew is different from the carpet crew, the laminate crew complained of the previous team's work. They refused to give me a refund and pickup their materials. Lastly, the laminate crew was ready to walk away from the job because they said they couldn't lay materials on concrete plus the height wouldn't allow for floor clearance. After I (the non-expert) showed them that the floor was not concrete and suggested they measure the floor-to-door height is when they laid the tile.

For such a small project, it wasn't worth the hassle. I do not recommend working with this company.

Put down a deposit of $3000, ended up canceling our order because their system crashed the day of my scheduled installation(never came or called). We needed the carpet done before putting our house on the market. That was April 3rd. I'm still waiting on my money. I've been told its listed as "high priority". Yet no one calls me to update me, and when I call I'm told they "did this" or "did that". But still no progress.

I'm pleased with my choice of flooring and the installation. My gripe is with billing. We contracted for a new subfloor in the kitchen but decided against it with the encouragement of the installers. The floor is great. I just keep waiting for some confirmation that a good chunk of money was taken off my bill. I spoke with someone at Empire named Gerald, I emailed our sales woman, and I emailed Empire. Still I have gotten no response.

What terrible service!! I can t even give you a review on my experience, because your staff cancelled on coming out to give us a quote twice! I have never had a company show such little regard for customer service!

The process was great from the contractor who wasn't pushy but professional and the installers who came on time and did a phenomenal job. I love my carpet and will most definitely recommend Empire to family and friends. Bolingbrook,IL