I was looking to purchase new carpeting for 3 bedrooms and a hallway for a rental property along with honeycomb cellular shades. I mistaking bit on their $99/room after buying first room at full price ad. I felt their ad was a very misleading. Better read the fine print. Does not include installation and padding, which I fell are highly marked up. Their supposedly special sale and price was no better than much smaller local carpet stores that quoted me with a better quality product (higher carpet weight). Also Empire quoted me $2100 for the 7 cellular window shades. I was able to purchases on line from another place for $380 for the same thing. Their ad stated blinds were 75% off. Hate to see what non-sale cost was. Walked away very disappointed with Empire. They wasted my time and felt like they were ripping me off. Shop around and buy from your local smaller carpet retailers. read more

The girl who came out to our house was nice. We had no problem with her. We were on a time crunch and had our dog shut in the bedroom as well, so I believe she realized we weren't going to be sold that evening. Our problem with them began when we asked for a breakdown of the price. My husband received a call from a salesman who tried to get him to commit without an itemized breakdown so we could compare pricing to other vendors. He said he provides that once you commit...what???? Isn't that backwards??? Needless to say, we did not go with empire today. But buyer beware....if they aren't willing to submit an honest breakdown of product cost, labor etc, prior to committing to doing business with them, there must be a reason read more

If I could give it negative stars I would. I can't tell you what an incredibly frustrating, unprofessional, despicable company this. Here's our story. We scheduled an install for our entire upstairs with our rep Mark on December 3rd for the same carpeting we had installed in our basement. The install date was December 17th. I must note, during the initial conversation with Mark, he had told us if the install couldn't occur by December 25th, it was free. Morning of install (after my husband took off work), they called cancelling because they no longer had the carpet we ordered. We were told we would have to pick new carpet. We were obviously angry so they gave us $250 for the inconvenience. Big deal when you're spending $4000 and are out $$$ from taking off work. We chose new carpet and were told the new install would be December 29th. When we mentioned what Mark had said about it being free if not before the 25th they said it didn't pertain to us because technically we were choosing new carpet AFTER December 10th. Bull. This was completely the companies fault. But we stuck with the install date of the 29th. Having to take off work yet again. We then received a confirmation text for December 28th. NOT the date on our contract. I called and told them we could not take off the 28th and on our contract it was the 29th. They told me they didn't have openings on the 29th. After hours of arguing we got them to agree to the 29th, THE DATE ON OUR CONTRACT! The installers arrived on time. Had us PAY IN FULL BEFORE THEY COULD START! They were nice. BUT..... THEY DIDN'T HAVE ENOUGH CARPET TO FINISH!!!! Are you kidding me!!???? I called Empire and they apologized (big woop) and scheduled for them to come back today, January 5th. Over the past week I have sent 3 emails to customer service as I was getting angrier and angrier about the whole situation since ONCE AGAIN we had to take off work for THEIR mistake. I did not receive ANY customer service call backs or anything from them. Now today, we receive a call from Empire at 8am stating the installers were on their way. THEN we received a call saying it wouldn't be until between 2 and 3pm. Well, at 4pm we called the installers and THEY HUNG UP ON US! So I called the local branch of Empire. They call the installers and we are told it will be at least another hour!! Then they hang up. I call back FURIOUS! I start telling the rep on the phone all the issues and how I've emailed and gotten no response and he just says 'so, do you want to cancel'?! I was fuming and yelled that we had already paid in full so NO I didn't want to cancel , I wanted something to be done about all this. HE HUNG UP ON ME!!!! So, I call again, speak to a Supervisor who basically told me they sent an email to the GM stating all my issues (which I had already done with no response). And that we were scheduled to be the first appointment so they don't know why the installers aren't there yet. Yeah, me neither! Bottom line- DO NOT EVER USE THIS COMPANY! We are filing a claim against them and a claim with the BBB. This has been a DISASTER. And Mark, the rep- what a useless lying salesman. This company is a scam, has no customer service and is by far the biggest mistake we've ever made when it's come to trusting a company. read more

We scheduled an in-home appointment for an estimate, with a two hour window, and they never even showed up. We called to see what the deal was and were told that there was a conflict and they needed to reschedule- swell, after we sat around waiting all evening. Said they tried to call us, which wasn't true. Very poor customer service, will not work with this company. read more

I had laminate flooring installed in most of my house. While the product was good, the installation was terrible. I have buckling in numerous places where two boards meet. Empire says it was water damage but I didn't use water to clean the floor. An independent contractor said it was due to bad installation. Empire refuses to come to the house to look at the floor. Now they are not even returning my calls. What a horrible experience. read more

The product was good but we did pay for that to the tune of $5000+. However, when we had an issue with service it was blown off by both at both the local and corporate level. The installers were at our house past 10pm and left nails and staples in the carpet, razors in the window ledges and a mess in the driveway. This is not to mention they were quick to sell but 2 weeks to install. I would not recommend Empire Today to anyone and will not use them in the future. read more

I requested a free quote for my Living room/dining room and bathroom flooring. Salesperson showed my samples and I decided to do the bathroom. The samples the sales showed me were very nice and I pick one out, schedule installment for Wed the following week. Wednesday the installer came and had a piece of the tile that they were going to put down at which point I informed that that was not the tile I pick out and the color was wrong. They tile they were going to install look cheep and not the thickness that the sample I was show to me. At this point I refused to let them install this tile and told them to cancel my order. I was told to contact empire today and talk to them about cancelation after waiting on the line for over an hour I had to leave a messages I did this three time. On Thursday the finally they called me back and wanted to find a solution which I reply the Only solution to refund my money. They offer to have a new salesperson come out and I would given a bigger discount. I reply and told then absolutely not I do not trust you and you could offer me free floor, I would refuse as I don't want you in my home. They said they would refund my money it may take up to 10 business days. People beware of this company ask for a piece of the floor you pick out and not just seeing it in a sample book. These samples are very misleading. read more

We started out a little shaky but in one day they removed old carpet, moved furniture and put in a wonderful new floor. One day, one super guy! Amazing! I will certainly be using Empire again! My best friend uses them for all flooring jobs. You won't be dissappointed! read more

HORRIBLE!!!!!!! The carpeting was ordered weeks in advance. I received 3 calls the day prior to installation confirming the installation and also advising I would be the FIRST delivery. On the day of installation, 5/14/2021, I received a call advising the installation would be at 1:30 p.m.. At 1:00 p.m. I received a call that they would not arrive until 7:00 p.m.. Just before 7:00 p.m., they said they were another 2 hours behind. At 9:30 p.m., they arrived and said the work would be completed by 1:00 - 2:00 a.m.. They were very apologetic and kept saying Empire kept changing the installation schedule during the day. The installation was canceled and a request was made for a full refund. They said I will receive my refund in 7-10 days. I WILL NEVER CONSIDER USING THIS COMPANY AGAIN! read more

Horrible, the gentlemen who came out to install carpet where unprepared, and unprofessional. When we called to inform management that the right equipment wasn't present they didn't want to rectify the situation and didn't want to provide refund. read more

Absolutely horrible experience! First of all, the installers could barely understand English when I spoke to them. They drove their van through my side yard where I just planted grass. They absolutely destroyed my lawn and were laughing about it. I asked them about it and they said nothing. I called Empire and have received no calls back. Absolutely disgusted with this company! read more

If I could give this company zero stars, I would. I have many complaints and am very dissatisfied with their customer service and recovery skills. The day we got our carpet installed the first thing out of the installers mouth was, "I hope you know the job won't be completed today." No sir, I wasn't aware that I paid $4,500 for your company to install carpet to not only NOT complete the job, but to be completely rude about doing your own job. My husband and I spent countless hours breaking down all furniture for the job and we got nothing but attitude because we have a lot of stuff that needed moved. After the job, they left 75% of the old carpet sitting in my garage for us to dispose of because it was "too stained." Uhm, excuse me... but that's why we got new carper in the first place? The installers also made sure to leave my front door and garage door to my home wide open when not in use on a 25 degree day. I ended up turning my heat completely off after shutting the doors myself about 5-6 times. It's now 3-4 weeks that has passed by and STILL nothing has been done to right their wrong. Half of my carpet is still NOT installed, my countess phone calls have NOT been returned, and I am expected to pay the bill. I would NOT recommend this company to anyone. By ALL means... LOOK ELSEWHERE!!! read more

We are having the entire first floor of our home, minus one bedroom, covered with flooring. The installers came, took all the carpet completely out, found a small 1/2 inch common transition problem where the slab meets the wood and decided we had to solve that problem ourselves before they would continue. They wouldn't even lay down any other room. They left us high and dry. I called and got cut off several times until I finally got someone. She said she would notify the regional director and his boss and I would hear from them within 24 hours. I've heard nothing. Nothing. I called six other carpet/flooring places and they all told me when their installers run into this common problem, they fix it. It's part of the package. Not Empire they left us high and dry. read more

My window treatments were finally installed after "over" a month. However, I did not receive the correct blinds for my door; surprise! I don't know how Empire Today could get "5 Stars" for service considering the h... I've gone through. Filing another complaint with BBB! read more

Empire Today, is got to be the worst place I have ever had the displeasure of working with. First they measured wrong and I had to wait two weeks for them to finish the job. Then they wouldn't take the old carpet after I paid them. I'm not sure who to recommend but DO NOT USE EMPIRE read more

I was going to write a review, then read Jason B's review. My review would essentially be "ditto", except instead of a bathroom reno, we were looking at carpet. Well, here's my review anyway ... The sales rep shows up in an unmarked van and had nothing that really identifies himself as being associated with Empire (no shirt with logo). For all I know, I'm letting some hobo off the street into my house - he sure smelled like one, or at least like a carton of cigs. This guy starts off by bringing in samples and telling me to start picking out a color while he took some measurements. Before I start looking at colors, I want to know something about this carpet (quality, difference between styles, textures, etc) and about Empire (what makes them different, why are they able to have these ridiculous 70% off sales, why their damn jingle gets stuck in my head, etc). What ... does he think just because I'm a girl, all I give a crap about it color? At this point, I'm annoyed and regretting making the appointment, but give him a chance. I start asking him questions about the carpet and ... get this, he literally starts reading phrases from the sample board. I CAN READ! Tell me something that's not a marketing message on the sample board. After getting no where with the carpet 101 lesson, I really just want him to leave so ask him to cut to the chase and give me the estimate. I'm moving from a house with all hardwood, so carpet is somewhat new to me, but that's what Google's for, I suppose - I'm certainly not going to learn anything from the CARPET SALESMAN. This is when the song & dance begins and the magical calls to his manager to get me the "if you act now!" rate. He made three phone calls in total and was so thrilled to tell me about the awesome deal he was able to get me. I wasn't impressed, nor fooled. The guy must have written down 6-7 different numbers, circling some, drawing arrows pointing to some ... really, confusing the shit out of me. At this point, it was clear what sort of company Empire was, so I thanked him for his time and asked him to leave. This is when he quickly switched from annoying to just plain rude, getting angry I wouldn't sign a contract and put down $100 as a deposit. I told him for any large investment, I would like to speak with my husband, and he reminded me when I made the appointment online that I checked the box that all primary decision makers would be present at the consultation. I reminded him plans change. Honestly, for the type of project we were doing, the bare-ass minimum carpet he showed me really would have done the trick - the kiddos are just going to spill, tear up, etc the carpet anyway. And, after a quick comparison with some nearby shops, the price for entire job (removal of old carpet, install, padding and carpet itself) was actually a decent price. But, this sales guy really ruined it for us. therefore lost our business. read more

Thanks, Empire! We'd had an appointment yesterday for one of your reps to stop by between 1 and 3pm. Shortly after 3pm, we got a call saying he'd be one hour and 45 minutes late. Well after that time, no call and no show. Thanks for wasting our day. You're the best! read more

RUN! Run fast! This was and is still a painful and terrible experience. I was made a ton of promises from the woman who sold me the laminate flooring and the price was pretty good. I was worried about the floor not being level and she said they can't install on a floor that's not level and they will bring self leveler if needed. The installers showed up and could hardly speak/understand English. They did an embarrassingly disgraceful job on the edging and the floor is buckling because it's not level. I've been trying to get this issue resolved since April and no one is calling me back. I just recently pretended to be a new customer just to have a service person come out and talk to me. She said she couldn't help me and gave me the names and numbers of who could. Surprise, surprise! No response from them either. This is a nightmare! read more

They showed up at 8:30 am for an afternoon appointment. They called me 4 times during the day harassing me demanding to let them in. I was busy with appointments all morning! In the PM they arrived at 2:45 Pm and refused to do the job. They said the sofa was too large, and would not do the job. ( my sofa was brought in by movers without problem) I complained to their corporate, and they told me the fine print says they can cancel the contract anytime other carpet company laughed, and will do the job. They said, it is easy to move the sofa to another corner while the remove and install in one area, and then, move it to the area with the new rug DUH! I wanted to sue them, but it takes too much time and energy Good luck they are horrible. read more

My issue is not with the salesman or the installation (mainly because I never got there). I asked for them to do an estimate for our loft area that is 9x13, we decided to get carpet in it because it is going to be my office and has a terrible echo. I was desperate to get rid of the echo and thought "How much can carpet really cost?" come to find out for that room it cost $800! Much more than I expected but given my sense of urgency to finish my office said fine and signed everything to get it installed. Once the man left I thought WTF I'll buy a $100 rug and see if that works first before I throw away $800. So I called and canceled my order got the cancellation number made sure my credit card would not get charged (she assured me it would not) and I hung up thinking crisis avoided. Today (1 week later) I look at my credit card balance and think that's not right... they charged me anyway! So I called to complain and they tried to sell me the carpet at a lower price...REALLY?!?! Needless to say now my credit card was charged $800 and it can take 10 business days to get it back. After reading the other reviews on YELP I feel very comfortable saying do not go with Empire I find it hilarious that they say customer satisfaction is their #1 priority.... read more

Worst experience I've ever had. First of all they never called with a time frame like they said so after waiting all day they show up at 530pm in an unmarked van... Who comes to someone's home to install carpet that late?! Weather was beautiful all day and when they arrived it was raining so they then stated they cannot do it because there is nowhere to cut the carpet (we have no garage) Mind you. I am 38 weeks pregnant and my house is now a complete disaster, including the nursery is now torn apart while we wait for these people to come back. I am so stressed knowing I could have a baby any day and my house is torn apart. Seriously the WORST service I've ever seen. They also come in an unmarked vehicle with absolutely no logo of where they even work. Go somewhere else if you want a professional company! read more

Horrible! The tile job looked like a total mess. Grout all over the place, the cuts were totally off. It was so bad another crew had to come and redo the job. Second time around was better, but after they left we noticed several areas not done well. At this point we so done with this company we just want to forget the nightmare, but remember to never give them our business again. Would not recommend the Cleveland, Ohio branch at all. If you want a job well done reach and find your own installation team not these clowns. They don't deserve a single star! read more

Would give no stars if possible. They cancelled first installation at 10am they day they were to install, wasting our time. Once installed a week later in our completely remodeled room with new base molding and paint, the installers damaged the base molding and walls. The installers scraped the paint off the walls, cut the walls with their razor knives, and took chunks of wood out of the base molding. Customer service offered us $50 for the repairs. We must now spackle, sand and repaint both walls and base molding because of their unprofessional installers. Will never call Empire again. read more

If there were an option for zero stars that's what I would give !!! I've used Empire in the past at two separate houses I've owned, this is the third time I'm using them. In the past the customer service was outstanding, the quality of the product I received was also outstanding . This time garbage and no one is willing to help fix the problem . I had carpet installed a week ago, and was going to have vinyl floors placed this week. The installer came it was one man and an elderly woman neither spoke English.. he installed the carpet and afterwards I walked around with him and tried to explain issues I had but he did not understand anything I was saying to him. I called empire Saturday to voice my concerns, I was told then that an inspector would contact me to come out and discuss all of my issues, my biggest issue was with the padding, it feels as if there is no padding under the carpet. To make a very long story short, after speaking to multiple people and then a second installer coming out whom which I though was going to address my concerns... the second installer basically confirmed that the padding used was of poor quality and the installation was poorly done , and that I was way over charged for what I received. He asked why I didn't negotiate the price with the salesman! I didn't realize that this was a barter type purchase I was told a price for what I thought was going to be a quality product !!!!! The installers exact words to me were that salesman hit a homerun on you! PLEASE EVERYONE STAY AWAY FROM EMPIRE!!! I FEEL LIKE I WAS TAKEN! And the last representative I spoke to flat out said you got exactly what was in the contract and that I was stuck with it. I got the 6lb pad that I ordered but it is if very very poor quality!! I cancelled the credit card and am disputing!! Oh annndd I paid for 47 yards of carpet , 33 yards were installed and the other has mysteriously disappeared!! read more

The salesperson was very friendly and professional. When it was time to install, the workers were a few hours late, but they kept me updated throughout the day about their arrival. The floor installation went very well. They ripped out carpet and installed LVP in the bedroom - I didn't have to move furniture because they did that themselves. It looks great! read more

Sales people are in business for themselves. You don't know what you are paying per square foot/sq yd when you are talking to them and looking at the few panels they bring in. They measure, give you a total price and schedule the install, which was quick, but when it arrived it was the wrong carpet. DONT pay up front, you might get the same service. Had to wait a couple more days for install. Next crew of installers were the best part of my experience with Empire. The 2 men get 5 Stars for their professionalism and friendly manners. I'm very glad I got them on my 2nd install appt. The Customer Service was exceptional as well when I complained. My sister on the other hand had an aweful experience. Her Salesman quoted a ridiculous amount for carpet and sheet vinyl and when asked about the 50% off, he just said you picked carpet that wasn't included. Well, well, that is the panel he brought in. His pricing was $8,000 all together for the work. My sis cancelled and we found Rite Rug in Strongsville. Great store, you go in and see hundreds of carpets with the prices clearly labelled so you know what they cost. My sis's whole house for carpet and vinyl sheet from this store will be under $3000, 5k less than Empire's salesman was ripping her off for. The salespeople charge what they want and are independent contractors, so if you find a saleman from there you like, stick with him, because they can charge what they want and you have a crazy 14 page contract (what's with that???) read more

I love my LVP flooring. It's modern and fresh. Very easy to care for. Installation was great. Only one installer sent for the job so it took about 9 hours. But great overall! read more

This is the worst customer service I've ever experienced. This place is unprofessional to say the least. Subcontractors came out to install carpet on 11/6 and it is 11/22 and is still incomplete due to a measurement discrepancy. I have called numerous times to be told I will receive a callback within a day. Finally gave up calling. They called said someone will be coming out 11/23 to finish the job and then called and said they can't make it until 11/24 because the carpet wasn't on the truck. Hard to communicate with the workers as they either don't speak English or not very fluently. The carpet is supposed to be seamless, yet I see the seams! It is very carelessly laid and workers are evidently inexperienced. My new carpet looks like a crackhead installed it. I'm so disappointed. This whole ordeal has been a total nightmare. The guys were at my house until 11 pm when they decided they ran out of carpet. The Carpet on the steps are loose. They hammered the room dividers in so much the metal is bent and dented all the way, so u can see the hammer marks. All of my doors had to be cut, my trim is all banged up, my bathroom trim was cracked and now my door doesn't shut properly. Carpet is uneven around the edges. Do yourself a favor- don't pick this company- You will not regret it! I wish I would've read reviews first, I just assumed this was a popular and reputable company. They suck all around and they lie. Still waiting for completion... another day of lost wages read more

Update to original review see below: Absolutely horrible expierence still. They say third time is the charm( for delivery).... NOPE another marvelous empire problem. Came today for the third time and guess what? Still not enough carpet. Clearly the requirements include not being able to handle numbers or math correctly. So now we have a whole closet with little nail or staple spikes sticking up which is perfect for our 4 pets and my wife to walk on. No one answers the phone or calls back yet again for our second date of install. To top it all off three doors were not put back on at all which is am sure will be nice and easy for myself and my pregnant wife to handle. Having the doors could be handy for keeping the above mentioned pets out of the spike pit that still is our master closet. These guys who are contracted with empire to complete the job do just as bad as the main business with handling of things. These people should be closed at the very least. A true disgrace to business. Business of myself, numerous friends, family, co workers and anyone I ever hear of or see shopping for carpet I will make sure they don't get . They do make sure to take your money out of the account before they start. It's their policy! Whole business is a scam and full of cons. Nothing but terrible expierience. Reached out to the company numerous times. Impossible to get a callback. Must spend countless hours trying to track down their own mistakes. Multiple higher ups who don't understand the workings of the company. Numerous promises of phone calls to be returned. Sales staff at house was good but ever since signing to have carpet delivered been nothing but a disaster. We are on our third Attempt to get carpet delivered. First attempt they didn't have enough manpower. Second attempt they didn't have enough carpet, third attempt We are still waiting for resolution relating to price adjustment as the owners of the home must have everything out of the way for them to install. This is been going on for almost one month at this time. Our house is in complete disarray and essentially unlivable. They don't want to offer anything other than a $100 discount on over $3000 of carpet for the inconvenience of having a complete house in disarray for over three weeks, multiple missed Days of work for a physician, a pregnant high risk mother waiting to have nursery completed with eminent baby expectation. Do yourself a favor if considering them start filing your Better Business Bureau complaint ahead of time and have a back up plan. read more

Do not, I repeat do not trust this company. I was promised much that was never delivered such as a guarantee on current flooring which was installed by empire. After a sale was made and the carpet was installed (Wrong color by the way) they went back on their promises. My carpet that was already in my home , purchased by a friend was only 3 years old and showing wear (traffic areas) the sales man told me there was a guarantee on the carpet and if I ha it professionally cleaned, it would "bounce right back". Well I did have it professionally cleaned and there was no bouncing back. I was told on the phone today that my warranty is void bc it was purchased by a friend and not me which is very contrary to the salesman promise. Read further reviews from other sites before making a decision. I wish I would have. The only good thing they have going for them were their installers read more

Stay away from Empire! I should have read the reviews before asking these people to come into my house. Every component of every other complaint is true for me. The first rep exuded incompetence. He was disorganized, sloppy and didn't even take the measurements of the room. He showed me samples, started with information he contradicted the minute after, and said he would come back with samples that would fit my needs before giving me a quote. He never did. I didn't want him back anyway. I called Empire and asked for a second representative. They said they would send me their best. I guess they meant their best at being rude, unprofessional, pushy and simply arrogant. He was more interested in why the previous first rep didn't give me a quote than what I actually needed. "So, Frank didn't give you a quote?" I told him I didn't want to talk about it any longer, I just needed to know what Empire could do for me. "Why didn't Frank give you a quote"? The rep went on to ask about our budget. I told him we needed to know what they had to offer first. He started telling me about Home Depot, how they proceed and how we would not be satisfied with them. "Frank should have given you a quote...." I told the rep I wasn't interested in why Frank didn't give me a quote or what Home Depot had or didn't have to offer. I just needed an estimate from Empire for now. This is when that J..k A.s asked me: "So, you don't want to be educated?" "I wonder why Frank didn't give you a quote..." At that point, I had decided that, before showing him the door, I would tolerate the J...k A.s a little bit longer, just long enough to obtain the information I needed. I already knew however that I would have to double check the info as I didn't trust this rep in anyway. I would just use the info as a starting point for the other company I would work with. He went on to call someone at Empire, pretending that he would try to get me a discount. He insisted on saying my first name in every sentence, as if I was stupid enough to read into his strategy. Nice try. You failed. I had already decided that I never, ever, would use Empire. He left before Frank could give me a quote. Frank has never given me a quote... Frank will never have a chance to give me a quote because I don't want to have anything to do with Empire. Ever. PS: The rating system is now low enough for me to give an accurate rating. Even one star is too much. read more

Several screw ups with appointments & flooring... still not finished & it's been close to a month!

We've used empire several times for carpet and have never been disappointed

We would like to speak to a manager regarding the service we prepaid. We signed the papers and paid the FULL amount by check #8056 for the carpet installation on our Family room. The carpet was supposed to be installed today,Saturday, 8/1/15. They called and said they would be here from 1Pm to 3PM.. then they called and said they would be here from 5 to 6PM. The subcontracted carpet installers came here a little after 6pm and when they walked into our house and saw the family room they said that they were sorry because they did not have enough carpet to cover the area. We asked if they could call and have it delivered or if they could go and pick it up but they say it would not be available until Monday or Tuedsay. The sales representative could have been honest with us-- Mr. Marcus B. came to our house and took measurements, preparred all the papers we signed and took our check for the full amount. He told us to empty the entertainment center and all pictures from the wall etc. We did and this took a long time because there were lots of cables and equipement involved- we moved almost everything from that room. We had to cancel a special dinner we had planned with family and friends because the timing of the installation got changed. We had to change our personal plans - we have family visiting from out of state and the television which is connected to all the other electronics that took a long time to take out is no longer going to be able to be used for watching some of the family videos we were going to do tonight and tomorrow during the day. We also have other plans that won't allow us to be in the house until Wednesaday morning when they said they were going to come back to install the carpet. We chose your company over 2 other compamnies and one of the main reasons was that you are nationally recognized and that your sales representative assured us that the installation would have been completed today (8/1/15) . We deem this to be very unprofessional and we can not believe that your company took the full amount of the service and then could not deliver what you promised. If the sales rep. would have said Monday or Tuesday we would have been okay with it but we need to have reliable information. I do hope that someone contacts us via email or phone. We had been very pleased with Mr B. and with his demeanor, a very nice man. We also understand that not having the accurate amount of carpet is not the installers' fault (but they came in very late) We wasted one whole day waiting around the house for your installer to come. not good! and still the installation did not take place. We had family plans that were ruined because of this and it tainted the reputation your company has with us. Furthermore, I had mention to Mr. B. that we were supposed to get a $200.00 discount because we made the in home consultation via the internet and it was advertised as such but it was not deducted from the total amount. . If your company's goal is to provide the best possible experience, as of now your company is failing to live up to this and we hope that somehow you can regain that confidence and that we can once again trust your company's customer service and be able to recommend to friends and family in the future. Kindly respond to this communication at your earliest convinience. I did call your 800 customer service phone line but the young lady who answered was not able to offer any assistance either. I wrote this excact information on the customer service page you have online but I clicked "submit" several times and it did not give me any indication that ir was "submitted". Hopefully we can post a very good review in the near future -here and with the BBB website as well. Respectfully awaiting your response, order # 007fabm513 read more

I contracted with them to replace both of my bathroom floors. I got up early in the morning to remove the toilets. And waited. I finally called them and then had to wait for a call back. They called and said the installer would arrive after noon. This guy acted like he didn't want to do the job. And my bathrooms were clean, so he couldn't worry about that. He finally came to me and said he couldn't do the job because the floors had too much moisture in them. It's a bathroom! He left, I cancelled the contract. They called me back a week later to confirm the cancel and I said I still wanted the floors and I would blow fans in the rooms for four days. Which I did, then removed the toilets again. Then on morning of install again I waited. I missed a call from Empire about ten and called them back. They didn't call. I called them again and they didn't call. So I have no new floors and Empire can lose my phone number.My friends in York, PA also have been having post install problems with Empire, so I know I'm not alone. read more

We contracted empire today to install carpet and laminate flooring for the entire first floor of our home. The salesperson was great. Very informative and did not pressure us at all. The carpet installation was performed 3 days later and that went well. The laminate flooring install was performed 2 days after that. We were told it would be a 2 day install and i took the days off work to accoomodate the install. They finished in one day instead of 2. After they left, we found out why. They didnt do a final walkthrough or inspection. The flooring in the doorway separating the kitchen and dining room has a huge bubble to where there is noticable give every time you step on it. They also left our entire kitchen without baseboard so the wall looks awful. They claimed the carpet installers didnt apply padding all the way to the transition by our front door and that they would need to come back with the padding to close the gap. The next day, a carpet installer came out with the padding, but couldnt complete the job because the laminate flooring was unevenly cut and since it was a clean line across, he could not install the piece to finish the flooring. So we had to call yet again to have someone come back out. We spoke with tommy dooley (the installation manager) who assured us it would get fixed. So they sent another guy out who showed up, and told us the entire floor would need to be redone because of the bubbling, but they were not allotted a full day to do it, and thats how long it would take. So they left without doing anything. So we had to call yet again, and after having to call over and over to finally get mr dooley to call us back, they scheduled us for today. It is now 3pm, nobody has called us or showed up. They supposedly allotted a full day appointment slot to fix this, and thats obviously not going to happen today. We have now taken a total of 6 days off of work and nothing is resolved. The product itself is nice, but the install and customer service have been nothing short of atrocious. I am not normally someone who writes complaints, but this has gone on for too long without resolution to not voice my opinion. read more

We were so excited about our new carpet. Unfortunately, Empire Today successfully shot to hell any and all joy we found in getting our new carpet. Our horrendous experience began with a few unfriendly and gruff personalities that had an apparent discomfort with dealing with homosexuals. We were immediately informed that while we had scheduled this appointment for having the entire upper level in our home completed in addition to a stair runner, that we couldn't get our stair runner completed. Numerous excuses were made for the inability to complete said job. They proceeded then to scratch both banisters and several of our walls while attempting to carry carpet upstairs. Furthermore, they continued to leave our door wide open to the outside. This was not during the unloading and loading period, this was during the entire duration of the day as the door was left open for over 20 minutes at a time. Because of this, I had the privilege of chasing my pets around the neighborhood. Finally, despite having paid for the hauling away of our carpet, we were informed that the carpet could not, in fact, be hauled away and less than 20% was actually disposed of, leaving the rest of the square footage to be carried to the curb by yours truly. We then spent the next several weeks trying to get ahold of anyone to speak with in customer service. While they may tell you they work from 7a-4p M-F, don't believe them. No one answers the phone or when they do they promptly disconnect from your call when they "place you on hold." When you DO finally speak to their representatives, you'll find it will be 10:30 in the morning and they're "just leaving for the day." They're unprofessional, they're rude, they're not helpful and they have no desire to perform any customer service recovery. A month later and we STILL have not heard about our carpet runner and we've received $59.00 credit from the over $4000 we've spent on carpet. Shame on you Empire. You're a disgrace. NEVER GO HERE! read more

today 8/8/15 the carpet installers showed up and i gotta say because of them i will never use empire again. they first go to our house they were nice, but then after they tore the carpet up one of the installers said how the hardwood floor underneath is really nice. then they pulled out this big scrapper to start to break the staples instead of pulling them all they scratched the shit out of the floor.. sorry about the language just really mad. but any ways then my wife noticed they left a whole row of staples, and once again instead of pulling the staples they decide this time they re going to pound them in and ruin the nice floor underneath.. i confronted them and they kept telling me its how they do it.... really? i even talked to the manager on the phone and she told me the same thing.. so now im really pissed off. and it just gets better. we have a fireplace in the living room and i told them that i want them to carpet up to it... instead they decided they would carpet the inside of it too . first off who does this? well i had my wife go in and tell them that's not what we wanted because if i did i would have kicked them out. they put tac strips inside the fireplace and when my wife told them we never said to put carpet inside the installers got mad and told us to just leave it...umm no... so they pulled the tac strips out and ruined the tile inside.... so pretty much i will never have them do any type of work in my house ever again. unacceptable and very very rude.. please im begging everyone stay away from this company. read more