We did carpet installation for our rental property. We had a terrible experience and very disappointed at Empire's awful service. First they got the date of the appointment wrong. After a few phone calls, we got the appointment date corrected. My husband drove two hours to our rental property for this app. The installation crew showed up on time but got wrong info . Our carpet installation was for the stairs but they got instruction saying wall to wall carpet in the living room. The crew was very nice and they were very apologetic but that was not their fault. We had to rescheduled the second time and my husband had to make another long drive. we made a complain to Empire by phone calls and email but we had never heard back from them. I do not recommend their service to anyone. Just to save a few bucks. it is not worth it. read more

Had a pleasant but overbearing salesman come to my house to measure the two rooms I wanted to be carpeted. Of course, he tried to upsell on some hardwoods and berated me for being thoughtless not to go with the most expensive options. I finally corralled him into giving me a quote for what I actually wanted. He made a big show of giving me the best price and locking it in, etc. I put a $50 hold on the installation so we could explore other options, and he put pressure on for us to finance the installation (Empire does 10% interest financing). He told us we could cancel anytime! After looking at other companies and comparable pricing, I decided to cancel Empire. Thankfully, I called just three days later, as the cancellation policy in the fine print says you have to cancel within three days of your sales appointment. On the phone with customer service, I was connected with someone who asked me for the reason for cancellation. I said "no reason" as I did not want to get into an argument about pricing and just wanted my $50 back. I was connected with someone clearly working in a customer retention department. He immediately went into a "what did we do wrong for you to cancel the installation" argument. I wanted nothing to do with it and shut him down each time. After three or four attempts into bullying me into changing my mind, I very clearly (and loudly) said "I don't want to waste any more time talking about this. Please cancel my installation NOW." He placed me on hold, and minutes later came back and said I would receive my deposit back within 10 days. As I was asking him for a confirmation number, he hung up on me without even a "have a nice day or thank you for calling Empire." I called the customer service number again and got the initial woman on the phone. She was able to look up my cancellation and give me the confirmation number I needed for my records. Needless to say, on customer service alone, I will never work with Empire again and would never recommend them to anyone. read more

If I could give less than 1 star then I would. We were in the market for new floors for our kitchen. My husband called empire to take advantage of the "free quote". Salesman showed up at our house at 6PM as promised. Expecting this to be a quick 20 maybe 30 minute appointment, we booked for him to come after work. 2 hours later and he is still there trying to sweet talk and tell us his life story. He had no interest in telling us about the product, just kept pulling up fake reviews on his phone of how great empire is. Clearly these reviews must be fake judging by this yelp page! I'm sorry but we both had worked all day and were exhausted, we wanted a quick quote and that's that. He then FINALLY gave us our quote and said that it was only good TODAY. With that being said, we weren't thrilled with the price and really wanted to continue shopping, but what if that was the best price we found? Salesman talked us into leaving a $100 deposit and told us we had to pick an install date, but that we could cancel and get our deposit back if we chose not to go with them. He swore up and down that we could get that $100 deposit back and that it was "stealing" if we decided not to go with them and they didn't give our deposit back. Well, low and behold we had another flooring company come out the next day and they gave us amazing advice and a MUCH MUCH better deal. My husband called empire to cancel our install and get our deposit back and...surprise....we were told it was non refundable. Salesman had given us his card, so we called him directly and he spoke to my husband like he had never spoken to him in his life, and he had no clue what he was talking about. This is TERRIBLE customer service. The fact that we are not getting our $100 deposit back is not the point of this review. Its the principal. We were promised something and were let down. Thank goodness we did not go with them for our flooring, is that is how they operate then who knows how that would have come out!!! DO NOT USE THIS COMPANY!! read more

Todd Rideman, consultant for Empire was great. He was on-time, professional, helpful, and very honest. He worked hard to get us the best deal he could. The installation team was good, they did a good job and our new carpets look great. I'm waiting to see how the hold up given the cost but overall it was a good and timely experience with good customer service which is hard to find these days. Amie S. read more

I wish I had taken the reviews more seriously before I started to do business with them. For the most part, everyone I spoke to on the phone were professional and respectful, but ultimately unable to get anything done. For the 1st installation appointment, Empire arrived with the wrong carpet. Even though I had missed a day from work to be there I was forgiving because I understand mistakes can happen. They rescheduled me for the very next day, so I adjusted my plans to make it work. The next day comes around and I call in after no one shows up where I'm told that the correct carpet had not arrived. They reschedule me for the next week and on the morning of the install appointment I get a phone call that the carpet was not in stock. They waited until the morning of the appointment to tell me something that they should have known the week before! I asked when it would be back in stock and they said they would call me back. Of course I never got a call back so I called in the next day and canceled the order. I was told I my deposit would be refunded in about 10 business days. As I suspected would happen, I did not get my refund after the 10 business days. For the next few weeks I kept calling in attempts to get a status for my refund and was not able to make any progress. Eventually, after 6 weeks I finally got my refund. Empire needs to re-evaluate how they do business. read more

I am a trustee for The Marlboro house and hired Empire Flooring. I am going to the Attorney General's Office to help me get what I ordered. I signed a contract for rugs to be put in at 132 Bay Street, Hull MA. They also took a deposit and cashed; that makes it a binding contract. First delay; I was told the carpet was on back order; then the installers came and said that the measurements that their company took were wrong and that they did not have enough carpet. Then the salesman Kevin, which was nice; said that the company wanted more money. I explained NO; we have a contract and you cashed the check. I asked for someone higher up to contact me; nothing yet..... July 17th 2016 got bid; August 12, 2016 they were suppose to be installed. September 8th is when they finally came; and said they could not do it. I had the inside walls all painted; and made the mistake of telling painters that we were getting new rugs; Now, I have paint stains on the rugs. I am so disappointed. I had used them before for my basement; in my old house. (they were great) I would not have given them any stars; but, you have to On the Certificate of Liability it says: Empire Today LLC 333 North West Avenue Northlake, IL 60164 read more

The installers did a terrific job. They did everything professionally and the new carpet looks and feels amazing.

I got a great price on carpet, but I am still waiting for the installation. The carpet was paid in full. They promised they would come to install the rest of my carpet today at 11:00 am. They didn't show, so I called. They push the installation time back to between 12 noon & 6 pm. I was forced to take the whole day off from work and they never showed and never returned my calls. Customer Service is useless! read more

I want to thank everyone for leaving reviews. I have never seen a company with so many unhappy customers. I also had carpet installed with Empire a few years ago and the sales man was a liar. He promised me all kinds of things and never delivered.(Carpeted area mats) To be fair, after driving to the location and speaking with a manger because a call back wasn't happening I got what was promised. I used them for no other reason than their price was cheaper, I think I would pay a few hundred more and use a reputable company. Thanks for reminding me why I swore I wouldn't use them again. 1.5 starts overall? you should be ashamed! read more

Wow please read these reviews i wish i had. I had a scheduled install that i had prepaid for, and no one showed up. The phone reps are so unorganized. The whole experience was awful. They just lost a customer with alot of potential work. Stay away read more

I had a great experience replacing my carpet with Empire. Had a living room and stairs that needed to be done. My sales rep, Alan, was on time and presented us with many options. We picked a carpet, he measured and gave me a price. It was a good price, but I wanted to see how low he'd go. After a few minutes of back and fourth we agreed on a great price and picked an install date. Day before the install I got a call that the carpet we picked was discontinued. Alan came out the next day and showed us more samples. We got a upgraded carpet and pad for the same price. I then got a call from the home office and they were taking another $100 off! Installers were early and very nice to work with. They took care with my furniture and worked very efficiently. In and out in 3.5 hours. They also made sure the seam was in the best spot for the room. They also swept and vacuumed the entire work area. I like many of you was wary of calling Empire, but they did a fantastic job! read more

I live in California and own a rental property in Cranston RI that I needed new flooring and carpeting installed right away while i was home for what was supposed to be a Christmas vacation that turned into fixing up a condo to sell. Empire seemed like the answer because i need someone to come with a price and install the next day. The flooring on the first level was not completed, the installer was missing a bull nose piece for the end of the hardwoods leading to the basement steps and he did not install a molding piece that would go at the end of the carpet at the bottom the stairs coming from the second level. He said the carpet guys who were coming the next day would have the bull-nose piece to install and also put the piece at the bottom of the stairs. Well, carpet guys came, installed and did not have the piece nor did they have nails to put the piece at the bottom of the stairs. They had to glue the piece at the bottom of the stairs. This all is happening the week of Christmas. I called the 800 number when the carpet guys left that night and could not reach anyone. I called again on Sat 12/24 in the morning, yes Christmas eve, told them i was leaving on Monday 12/26 by noon and would not have anyone around to get someone back in to install the bull nose. I was told someone would call me and they would either have someone there Saturday or Monday morning. No one called. I called again Monday morning and was told someone would call me from the installation department. No one called. I called again around 10am on Monday 12/26 before i left for the airport for my flight and again they left a message. I finally got a call on Wednesday 12/28 to schedule someone to fix the hardwoods. Well... too late I'm in California. My Realtor cannot hang around my condo waiting for what i can see from reviews on here for someone to show up whenever ... even though I'm promised an hour window. My condo is now on the market and people have to come see it and when they go to walk down the basement stairs they all notice an unfinished floor..... this is not going to help me sell my property. Empire Today is a great example of good customers service as long as something does not go wrong. I have used home depot in the past for carpeting... i suggest to anyone out there that you don't use Empire. Go to Home Depot, Lowes or reputable local flooring company. You will probably pay less and have better work done. I am now waiting to hear back from a installer to find out if Empire Today workers are bonded so i can have them go in my empty condo using the Realtors lock-box code. Not something i would like to be done..... if only someone called me back while i was there. They can install a carpet next day... why not give a call back the next day? read more

Empire is a terrible company to deal with. Home Depot is a great step up! I had decided to go with Empire because they guaranteed me installation today, because I have a tenant moving in tomorrow that expects new carpet. They lost my order. They took my $500. deposit but cannot find my order right now and tell me they cannot install. I have a tenant moving in with a moving truck tomorrow so now I will need to pay another company money to move her furniture around and do the install in the future. Empire let me down. I emphasized to them over, over, over, over again how imperative it was that the carpet be installed today. Also, in speaking with the customer service representative, they thought it was funny how upset I am about the install not happening. My family, as well as my company, myself, will NEVER use empire. read more

The rug installation was well done. The sales call went well and the color was what i ordered. The door to the room was not put back! The salesman and I had discussed the need for the door to be shaved down so it could close over the rug. I paid the $35 for this to be done at the time of installation. The installers said they did not have a saw. It is 8 days later and many phone calls later. Empire Today was supposed to come today. They never called and the 3 calls I made today have resulted in a no show. I have a service dog and am handicapped. There is no door to close off an unheated part of the house. I spoke with a manager today, Joe A. on my 4th call. I give up. I am hiring someone else to do this job. I will never use Empire again. read more

I had an appointment for a free estimate today between 1:00 and 3:00, nobody showed up. They have all my contact information but couldn't even call or email to reschedule. read more

Absolutely the worst experience ever!! Had flooring done one day. Was told after 10 am. My phone starts blowing up at 7am! Saying they're on the way! I just closed the house so while carpet and paint was being done. We are still at the apartment mind you 15 mins away. 15 mins just waking up and having a two year old who is still asleep. Not cool! Luckily the painter was there! All this now only to find out my second floor bedroom floor was too "damp" so work couldn't be done unless the floor was ripped up and leveled. I passed said ok just carpet the room like the others on the following Monday. Was told ok that's fine. Now Monday comes along. 3pm!! They show up at 3pm! Had to cancel some appointments and such. The carpet was originally for the larger room and stairs... beyond me why the smaller room and no stairs was installed! Now I've paid in full close to $3,000! And have 1 tiny a$$ room done. Was told we'll be back in a few days to finish. Few days passed no phone call or follow up. I call leave a message/call back number. No response. Couple more days. Still nothing. Finally yesterday the marketing manager calls tells me they are aware of the situation and everything is under review!?! Umm I paid in full and nothing is getting done? Told them I will dispute the charges. I understand there are bumps along the way. I just wished there was better communication especially after paying a decent amount of money only to have one small room done. So now I have one room that can't be moved into yet and all the stuff is sitting in a dusty basement.Normally I wouldn't bother to write a bad or good review anymore I just feel the need to let anyone looking for carpet or flooring. PLEASE AT ALL COSTS AVOID THIS BUSINESS!! read more

If I could give a zero, I would. Horrible, horrible, horrible customer service when something goes wrong post the installation. First of all, those ads on TV are not real, just a scam to have you call for a sales rep which is pushy to close the deal on the spots, not to mention that their ad only covers discounts to the cheapest and low quality items that you would never pick if you are paying a hefty fee for installation. When things went wrong post installation and we called, the disaster and rudeness started. First they sent an inspector who had no idea what he was talking about but to defend their installation and make the warranty not applicable (ie pay more money out of pocket). And then, the rudest customer service rep by the name of Colby who's sole job it to tell you to GO AWAY and pay more to another vendor and she will REFUSE to help you. Shame on this company to have such a person as their customer facing person! She was absolutely the rudest person I have met and had no willingness to work towards a solution. The only solution in her mind was to bug off. Never again! As if this was not enough, then they have someone call us about more FAKE "empire dollars'. when I asked the customer sales lady if those FAKE "dollars' can be used to remedy the faulty installation, she tells me NO- just for new installations. I mean come on, how stupid are these people, with this type of customer support and business ethics? read more

We have been getting estimates for new flooring and Empire came in dead last! (Although- they were first to show). The salesman tried to use high pressure sales tactics and failed! He made it so it was a "yes" or a "never" decision. He also shared far too many unsolicited intimate details about his troubles and life to the point where it became extremely uncomfortable. I understand he was trying for sympathy, but that's not going to work on us especially when it's so blatantly obvious that it's just for a profit. I do feel bad for him, but empire will never be getting my business. read more

Good work. Took a long time for things to get done.

If I could give a negative 5 stars review, I would. From the clueless estimator to the poor customer service and double cancellation of appointments with conflicting reasons all around (no notice the first time and night before the second). Don't waste your time with Empire Today... or any day. We were told the second appointment would not be cancelled barring an act of God. Now, we've lost 2 days of work. Oh, btw, Luna is the same company as Empire Today. read more

So me and my wife called empire to get carpets installed in 5 rooms of our house which total 900sq ft during their $50 per room special, they so aggressively advertised. When the guy came in to give us his quote one of the first questions he asked was how we heard about empire. I was about to say from our parents who also used them, but he cut me off and said "from the TV ads?" He said it with such attitude that i wanted to hear where he was going with this so i just agreed. He then began to tell me that its not actually $50 a room and told me how it works is he gives me two prices one with the full price of the job, and another with the discount applied. He then said i can choose which price is better and make my choice. I was confused how the special price would not be better than the regular price. He then said after we choose he will call his boss and get me a great deal. I work in sales and already i knew this guy was an idiot and this was some kind of tactic that he was trying to use. Either way i let him measure just to see what the prices were. When he finished measuring my 5 rooms that needed carpet, he pulled out a calculator and began doing some math. He gave me two prices. The first was the regular price of $7000 with install!!! I then was waiting for the huge savings. If its $50 per room i assume five rooms would be $250 plus install, and how much can installation be?! The price he gives me "with the sale" $6000!!! For carpets?! When i asked him if he was crazy he says "wait, ill get you and even better price" So he calls his boss and says "if you sign today we can do the whole thing for $5700" I could not believe it. So i asked why so much and he says "its not really $50 per room" This was clearly a bait and switch ploy to get in my home and try to sell me. This guy walked into the wrong house, i went to carpets and more and got the whole house done for $2000 with padding and install. What a waste of my time. read more

Horrible. They should be ashamed. They had a deal going for $99 a room(3 rooms)plus labor and materials. The guy came in quoted us $2150 but if we didn't sign right then it would go up to $2700. Another company gave us a price of $1350 for same job. Called Empire to explain and all of a sudden the quote should have been $1650 but they will send out another sales rep and match the $1350. Blahahaha your company is a joke and should be out of buisness...don't worry I will spread the word!! read more

The worst customer experience I have ever had. I signed up for Yelp just to write this review. During our ceramics installation, the team had shifted our kitchen cabinet over so that when we went to move our stove back (after waiting 24 hours like they told us), it didn't fit back in its spot. We were without a functional kitchen for two weeks. We scheduled an appointment to have our floor fixed, and three times in a row, the installers either didn't show up or changed our appointment without telling us. My wife gave up two days of work, and I gave up an entire weekend away with my family, all for nothing. It wasn't until we emailed the VP of Customer Care directly and filed a BBB claim that they finally came to fix it. When the team arrived, they offered no apology. The same guy who botched the job in the first place just said, "My manager said you had a complaint?" Throughout the entire process, customer service was uncaring, tone deaf, or even condescending. They offered us nothing for what they put us through. Stay away from this disaster of a company. read more

I scheduled an appointment for an estimate with Empire Today. The salesman was very polite and pleasant. I told him up front that i was just lining up estimates for a hardwood floor job. An hour and a half later i w as signing on the dotted line with a ten percent deposit.Within a day i had second thoughts and decided to cancel on their web site. I received an email from them asking if there was anything they could do for me to move forward on the job. I spoke to a woman in Texas and had to repeat that i did not want to do the job and wanted my deposit back.She was very nice and assured me the deposit would be refunded in a timely fashion which it was. After reading all of the reviews after the fact i am happy to say that i did not follow through with the job. I gave three stars because of polite people i dealt with. read more

Awful Experience. One of the worst vendor experiences I have ever had. Do not use them ever. I am still dealing with them one month after installation. Moved my furniture and stayed home from work to meet them - company lost the order and did not show up at all. Company promised a discount for my lost day at home and a reschedule. This started a string of at least 5 times when people from Empire said they would call me back and never followed through. The installation went fine other than the driver not being able to find an 8-story building that I live in. Company kept promising a discount for losing the order, having to reschedule and kept not calling back. Customer service blamed Accounting, Accounting blamed the Sales Rep, the Sales Rep blamed a fax machine, all the while I was promised corporate would call me back. It's now a month later and as of my call this morning they had closed my ticket and transferred today's call around until I reached an answering machine. I have had close to 2.5 hours of phone calls to them. I would never recommend Empire to anyone. I would suggest anyone/everyone avoid them. They are disorganized, lose paperwork, do not take responsibility for actions, do not follow through, and they lie. read more

This company is a predatory company they have a type of contract that relieves them of all of their responsibility , but they can charge you anything they want by the fine prints they have in their contract and can put a lien on your house if you are fool enough to get into a contract with them. They have the upper hand and use their contract to make you pay them as much as they want without negotiation. I did a room, a year later the flooring bubbles up and I had to do it over. read more

BUYER BEWARE! Don't believe the commercials you see on TV - they are nothing like what they represent in their commercials. There are no guys that show up in blue empire shirts to install your carpet. Empire is the worst company I've ever dealt with! The only pleasant part of my interaction with them was the sales guy when he stopped by to measure and provide an estimate. When it came time for the installation, everything fell through! The first time the installers showed up, we went out to their van to verify the carpet color and style - it was two different colors and the installers said that's how it was provided by the warehouse/distributor. I was upset. Why wasn't this verified against the work order? So I called Empire customer service and rescheduled the installation for a few days later (which I had to take time off from work for). I am a believer in second chances and sometimes mistakes are made. I was frustrated, but I was willing to give them another chance. On the day they were supposed to do the installation, I received an automated call from Empire stating the installers were on their way and would be at my house shortly. About 30 minutes after that automated call, I received a call from an Empire representative and apparently, they DID NOT have the right carpet AGAIN and that they would have to reschedule AGAIN. I asked how this could've happened TWICE and all the guy could do was apologize. At this point, I have no faith in this company. I called their customer service line and demanded that they cancel the job and give me 100% refund (both my deposit and cancel the preauthorization on my Empire line of credit which is provided by Wells Fargo). The guy had the nerve to try to save the sale by offering $100 off. Ummmm hello, I wasted two days at this point waiting for an installation that did not occur. NO THANK YOU! The Empire representative informed me it would take up to 3 business days for the refund to come through and for the preauthorization on my line of credit to be removed. I also called Wells Fargo to close out my line of credit with them and they informed me that the preauthorization would need to be removed by Empire and there was still a possibility that they could put the transaction through and I would still get assessed the charge. That would mean Wells Fargo would pay Empire and I would have to work with Empire to get a refund. With the level of service I've received to date from Empire, I have a feeling I'll be chasing after my refund and the cancellation of the preauthorization on my line of credit w/ Wells Fargo. I will surely be calling everyday, after the third business day, until the refund is received and the preauthorization is removed from my line of credit. I hope that they can get at least the cancellation correct, but I have no faith in this company. I would rather pay more money to someone else to have the job done right. It is not worth the the hassle or the time I have wasted between taking time off from work and the time and energy spent dismantling furniture and re-assembling the the furniture to move it for installation (twice!). GO ANYWHERE ELSE FOR YOUR FLOORING NEEDS. SPARE YOURSELF THE HEADACHE AND STRESS! read more

Easily the worst company I've ever dealt with. What's funniest to me, is that while they have you on hold, their recording says, "Our goal is to provide world class customer service." They drop the ball constantly and then offer no compensation. When the customer has to demand it to be made right, that's just wrong. Avoid this place like the plague. If you haven't gotten it by now, let me be plain as day, empire carpet just sucks. read more

We are idiots!!!!! We should have read the reviews first. Empire is HORRIBLE! We had new carpet installed and they did a shoddy job. We had tile installed at the front door and they did it wrong. We have been trying for three weeks to get someone out here to fix it and still no one has shown up. Sam is horrible. Their business model sucks. Customer service is anything but. I'd rather spend more money for a quality job and not deal with the likes of Empire. read more

If there were negative stars here for this, I would give it. We only decided to use Empire for a basement because we needed something quick and cheap after not getting a call back from another carpet installer. The Empire salesman came with samples and was very knowledgeable and friendly. He made an appointment for the following Friday. We had no window time frame as they told us they would call to give us a time. They called on Friday morning at 7 AM( day of installation) that they were NOT coming as they did not have a carpet installer. What a surprise. This was very inconvenient as we moved everything out of the basement in order to have the carpet ready. They rescheduled for the following Tuesday. On Tuesday morning they called and said our carpet was not available and they didn't have a time frame because they never ordered it. We told them you better find something comparable we are not waiting another day. Ridiculous! They took off only 75 dollars off for the inconvenience after much haggling. I would rather, next time, pay more and get better service. This is the WORST rug company EVER. Rug installing should never be this stressful. read more

Do not go with this company!! The gentleman that they sent out was rude, impatient, and highly pissed when my mother and I stated that we will give them a call back if we would like to use their services. The gentleman turned around and asked us if we were rich because he was giving us the best price. Please seek business elsewhere. read more

I felt pressure from the time the salesman came to the door, but I only needed carpeting for my basement steps and the price was good so I went ahead. Their policy is that the customers need to wait from 8am to 6pm for the installers. I had arranged my day and agreed to that, but they never came and never called to tell me. I had to call them late in the day. DO NOT USE THEM. Their attitude and compensation for their mistakes is inadequate. My next step is to notify the BBB. read more

Just to add to my earlier review. I received a message from someone at Empire Carpet. Apparently they read my Yelp review and said they never want their customers to feel the way I feel and to please email them to discuss. Don't you know I emailed twice to "discuss" and NOBODY every replied to me. Just further confirmation that they do not care one BIT about their customers!!! NEVER hire these people. I would have rather have paid a little more money and have a company who cares than this place. read more

Save yourself! buyer beware! This company has HORRIBLE customer service. Impossible to get through to them. They are great at coming to sell you carpet, but impossible dealing with them regarding installation date. They lied repeatedly regarding when it would be delivered. Do not buy from them. Find any place else to get your carpet and you will be glad you did read more

We called Empire Today and put down a deposit to have carpeting installed in one room in Cambridge on a Wednesday, the day before our move-in date. I don't know which office they transferred us to, so I am posting this review in Boston and here. The price seemed expensive, but we went with it. The day of installation we received to general confirmation calls, but when by noon we had not gotten a confirmation of installation time from their sub-contractor, we called to find out what was up. We were then told that the sub-contractor said he had no time to do the job that day and the earliest installation date was 6 days later. We canceled the order and now have to have a floor done after we have moved into the house. Don't use them. read more

This company has been a nightmare. Sales rep insured me I would be getting the thickest pad upgrade. I had another company quoting that empire ended up price matching so I went with them (shouldn't have). Installers got here and I had to run to work. When I returned the job was done and the quality of the install was fantastic, but the pad was almost non existent. We questioned if there was a pad at all it was as if standing on a wood floor. Called them and they sent out someone to check the pad. Upon review it was the standard padding which is not why I asked for or wanted. They offered me $100 as an apology, nowhere near enough. I would pay a lot more than $100 to get this fixed. Now today they are scheduled to come back out to fix it so I took the day off from work and had family up to help move furniture. Called empire after the 2 hour window was up and was told they would be here at 5:00 so I could have gone to work. Now second day of PTO wasted and family has to leave so I will have to ask their favor again to come help move furniture back since it is sitting in the middle of my small home till they are able to make it back. Overall awful experience. If you can find somewhere else to get carpet done, do it. Don't make the same mistake I did. UPDATE. They never showed up at 5. I got a call at 5:45 saying they are running way behind and need to reschedule. . . Unreal. How about a call at 3 when they realized they were behind so I didn't waste literally the whole entire day off of work. read more

Schedule an appointment 3 weeks out from our sales agreement. Confirmed appointment details and contact info the day before. Day of installation arrives, no call, and no one shows up. Took the day off of work to be home. Called Empire, they had my phone number wrong and said they couldn't reach me and canceled the install. They said they could do weekend installs to accommodate my schedule, and the next day was Saturday. Spoke to a customer service rep who apologized, they took a $100 off of the price and said they were committed to making sure they do a good job. Confirmed contact info, and it was correct. Saturday morning I get a call from Empire that they will have to reschedule for Monday. Firstly...who is assuming I'm even available Monday? Secondly, who screws up two installations in less than 24 hours when the order has been on the books for three weeks? Suddenly the guy says actually Tuesday is the next day they can do an install. They're not getting this...I the customer, tell you when I'm available, not the other way around. You ask me what works for me and then try to see if that fits. On top of that, he admits that he canceled 17 other orders because none of his installers showed up. Who admits that? Not exactly instilling a vote of confidence but we schedule the appointment for our next availability which is two weeks from now. Unfortunately the customer service person we spoke to on the previous day said he would be out until Monday. We called today, they went to look up our order....couldn't find it because the phone number was STILL wrong. And then he got rude insinuating we provided the wrong number...yes we must not know our own phone number and we decided to make up an area code too. The guy didn't want to deal with us and said he could forward our concerns to Manchester NH office but that's about it. We decided to cancel. Businesses today need to learn that service matters. If you can't get the most basic parts of a service transaction correct, like phone numbers and appointment scheduling, then I can only imagine how well the install is done. I was referred to Empire by family and I wish I did my homework. A quick check of their social media accounts (including Yelp) shows tons of similar complaints, poor ratings and lack of accountability. I even tried to contact their service department through facebook and you have to like their page before being allowed to comment, which is totally unethically fishing for social media credit. This is a poorly run organization that can't get the simple things right, and obviously if their installers can't even call into work then you know their install sucks too. Take your money elsewhere, who cares if they offer a better deal, pay more to be treated right and have a job done well, I know I will. read more

Bernd M. Marlboro MA ...Hold your breath for now! So far, the worst experience I experienced. I hope that today (9/6/18) will still change my feelings! If it does, I'll follow with a hopefully better review tomorrow, Right now I am livid!! Here is the story: o we had an installation appointmen for 9/1 in the morning o on 9/1 in the morning I got a call that they had to delay until early afternoon o the I got another call that they will have to delay until later in the afternoon (so far I was ok with that) o then I got a call that they have to cancel and offered an appointment for Sunday 9/3 (within the Labor Day weekent) We rearranged some things for the day and accepted o on Sunday 9/3 two installers showed up (3 pm) to do the job. However, the brought the wrong carpet! :-( o now I had a real problem on my hand. A cabinet maker was scheduled for Wednesday 9/6 to start work on top of he new carpet. If cancelled, his next appointment would be 2 1/2 weels later. After quite a number of calls I ended upwith Jason from the intallation department. He made me feel better by having the installation done on Wednesday 9/6. For the reason to be at the house, I canceled a Doctors appointment. o today 9/6 I received a call from Customer Service that the installation will be done in the afternoon. - great! o then, a bit later, I received a call message from Jason indicating that they picked the wrong carpet :-( o I have been trying to get in touch with Jason - up to this point - with no luck o AT THIS POINT - 11:00AM - I AM NOT SURE WHAT IS GOING ON. AS I SAID BEFORE, BECAUSE OF THE PENDING INSTALLATION APPOINTMENT FOR TODAY I CANCELLED A DOCTORS APPOINTMENT. NOW I AM IN LIMBO AND VERY UPSET. HOPEFULLY IT GETS BETTER!!! read more

This review is like all the others. Empire Today is an awful company and I don't know how they are in business. I had a flood in my condo unit and called Empire strictly because they advertise for a quick turn around. 24 hours in fact. I called and the measurer came out and was great. He told me they were booked and could come out in a week and a half. I was shocked. But others were booking 2 weeks out and I didn't want to take more time to wait for another company to measure so I decided to go with them. Worse Mistake ever. They called the Saturday before our Tuesday installation to discuss payment process and confirm our appointment. Said they would call Tuesday am with a time. I had the people living in the condo move all their stuff out of the living room. Very inconvenient way to live. Tuesday at 9:30 I still hadn't heard from Empire so I called and they assured me that I was getting my rug today. No worries you are on the schedule. 10:30am they call (keep in mind I have someone on stand by now to meet them) and said they wouldn't be able to make it till the next day. I was so angry and called back to express how bad customer service this was. I got 2 different stories from 2 different people. One told me the installer walked out. I said I am not surprised if you treat your customers this way I cant imagine how you treat your employees!! Then the second person told me the installer was sick. I want to cancel so bad and not keep the appointment but I don't want to leave my tenants living like this either. They offered me a whopping $50 refund if I kept the appointment. So now I wait to see if they even show up tomorrow. My fear is even if they do show up the quality of work and the rug is going to be as bad as the customer service. Speaking of which I called at 10:45am and was told the Install Manager would call me right back. its been 4 hours and I have yet to hear from them. I wouldn't recommend wasting your time or money with them. They lady on the phone couldn't careless and was just a robot. Awful company. read more

They did a horrible job with installation and wanted us to pay labor charges to replace the carpet they admitted was done incorrectly. We will never do business with them ever again!!! read more