I'm rating Empire 1 star due to the brief interaction we had with them. A week ago I had called to have someone come out to give us a quote on what it would cost to get new carpet in our 4 bedrooms. They were supposed to be here today between 11-1. At 11:15 I still had not heard from anyone so I called customer service. The woman I spoke with could not locate my appointment by my phone number, so she the. looked it up by address. Come to find out that the phone number on file was completely wrong, area code and all. No idea where the wrong number came from. We'll chalk that one up to the representative I spoke with last week to make the appointment. She then "called" the tech and left he/she a message to call us at the correct phone number. We still have yet to hear from anyone. The amount of frustration we currently have is not worth giving this company a second chance. We took time out of our day and also had to secure a sitter for our four month old. What poor customer service. read more

The intention of my review today is to let others know what exceptional individuals are part of my positive experience with Empire. Not only did the sales associate listen intently to my needs and know his products well enough to recommend the perfect fit but Empire's sale saved me thousands of dollars. The installers were also kind and professional. They worked quickly and efficiently and took good care of moving my furniture and cleaning up after they finished. I couldn't be more happy with the outcome of both the sales person and installer's work together. Each one of them exceeded my expectations! Thank you so much, Empire, for my beautiful floors! read more

We purchased hardwood flooring and carpet from Empire a few years ago. Almost immediately, we noticed the very visible seam in the middle of our family room carpet. We waited less than a year, called them back and they came out to replace the carpet in the room stating that the two pieces of carpet were laid perpendicular to one another (creating that visible seam). It's now been two years since that replacement carpet was laid and that seam has been there the whole time (despite the "new" carpet). We're having new carpet installed today (we didn't buy it from Empire!). The installer said that this carpet, that is only 2 years old, from Empire, is already breaking down. This stuff was supposedly "tested in a zoo" (Rhino cages is what we were told). Right... read more

I ordered lamenant floor for the hall and new carpet on our stairs which had to be repaired and, therefore, already had the carpet torn up. The lamenant was laid on time though it's not well done and has some gaps. The appointment for the carpet was confirmed for the following day (today) but no one called or showed up so I called customer service and was told we had been rescheduled for August 22nd without them notifying us. Customer Service was a joke. They just kept repeating the same line and wouldn't tell me what recourse was available to me. Now I just get to wait and HOPE they show up next week. read more

Empire Today is by far the worst company I have ever dealt with. Customer Service was quite literally the worst experience of my consumer life. Allow me to explain. 1. March 26th, the carpet is ordered. Installation date set for April 1st. 2. April 1st, crew arrives and explains that the carpet is not cut/bound. They reached out to their contact, and said they would figure out if they could get it bound over the weekend. 3. I was given the contact information to the branch manager, reached out to him while the crew was there, and he said he would personally follow up with me. 4. Two weeks went by and we heard nothing. 5. I reached out to the contact a few times, and left voicemails. Never returned my calls. 6. Reached out to Empire mid April to see what was happening. I informed them we wanted to be contacted by our sales rep. A week went by, and it never happened. 7. I called again the following week, around the April 27th, and the installation was set for the April 30th. 8. April 30th came by, and nobody reached out to us for the ETA on installation. I called customer service and they sent a message to another manager. That manager called me and explained the situation. Also told us that the carpet had not yet been bound. On that call, he explained he would reach out to me the following Monday to give me an update. I never got called. 9. I reached out to the new contact, on May 6th, and he called me May 7th to inform me that they couldn't even get in touch with the third party who cuts the carpet to size. He then told me he would follow up when he knows something. 10. Meanwhile, I sent a complaint via email early in May, on Empire's website (which I would later be told they never received), and I have not heard anything back as of yet. 11. On May 12, I spoke with customer service and was told I would be contacted by somebody who would "compensate/discount" our bill due the the horrendous lack of communication and process we had been going through. 12. May 20th, a crew was sent out to re-measure. Was told to expect a call from the manager. Install date set for May 29th. 13. On the day of installation, I was told the crew would show up between 11am and 12pm. Of course this didnt happen. I couldnt get in contact with the manager again. 14. The crew reaches out at 3:30 pm and says they will be to my house after 5. 15. Before the sale of the carpet, our sales rep ensured that we would be ready to paint the outer portion of our stairs (we got a runner, not a full carpeted stairway). The installation crew (both from April 1st, and May 29th) also explained we would not need to do any work and would be ready to finish the stairs once they were done. 16. Install is done, and there are still nails, staples, and remnants of the old carpet. This is absolutely infuriating at this point. 17. Empire sends me my first bill in July, and it is for the full amount. I get in contact with billing department, and the customer service rep listens to my entire complaint. She even agreed that all of these issues were documented on their end. They offer a $25 discount, $25!, for a stairway carpet installation that was an absolute train wreck. I explained they needed to do better than $25. I was told by that customer service rep that I would be contacted in 1-3 business days with a resolution to the open customer service ticket that was created. 18. Today is August 12th, its been 15 days and I again, have never been contacted. I called customer service to see what the excuse was going to be this time. The rep on the phone found out that Empire closed my service ticket, WITHOUT CALLING ME! So this means, that after the worst consumer experience of my entire life, the worst display of customer support, the worst communication process Ive ever been through, there would be no resolution/discount offered to me. Let me help anybody out looking to carpet anything in the future....DO NOT USE EMPIRE!!!!! read more

I had scheduled a free estimate with this company to refloor my entire upstairs. 10 minutes after someone was supposed to show up, they called and cancelled. I said I would call back to reschedule another estimate since we were going out of town the next day. Every day after that they called every day, sometimes twice a day with no voicemail to let me know who was calling. Once I got back into town I gave them another chance and called to schedule another estimate. You have a 2 hour window for the person doing the estimate, about 5 minutes before that 2 hour window closed, they called to say the person won't be able to show up for the appointment. After being bailed on twice, I will not be doing anything with this company...and after reading the other reviews, I'm glad I went somewhere else! read more

Empire is a great company that makes getting new floor easy. They have a lot of options and get things done quick.

Didn't have material and called to inform me morning of install. Arrived 2nd day and didn't have subflooring or tool tocut tile. Installer informed me there would be a gap between floor and door molding. Sent them away and cancelled order. read more

I scheduled an in-home consultation with two vendors. Empire and another company. Empire didn't call to confirm until the day prior. The representative showed up and was really slow to get started. I explained I had a work obligation an hour after he showed up. This didn't matter, he continued to tell me about his "friend" that was trying to call him from jail because she was hit for a DUI, all while his phone continued to ring. When it rang the last time, he looked at me and said he had to take it, then proceeded to talk on the phone about this "friend" for about 10 minutes. Seriously? My time isn't valuable? PRICE PRESSURE After the consultant finally finished his phone call, he took measurements and showed me some carpet. I had already given him our estimated budget and he explained how some of their deals worked. The square footage he calculated was more than I expected, but this was my first crack at a big home purchase, so I thought maybe I was a little crazy. Then we started talking money. My first choice was WAY beyond my price point, so he recommended a step down. That was still beyond my idea of price, but I said I'd think it over, chat with my husband, and took pics of the carpet I liked so that I could show the hubs. What I should mention - the fees alone were outrageous and I had to have him rerun his numbers three times b/c I thought they were wrong. I was right. This rep proceeded to try and pressure me into signing a contract, stating we still had a three day window to cancel if we chose to do so. No thank you. I don't like high pressure purchase. GOING ABOVE & BEYOND The rep said he would go home and draw up the documents for the purchase because they "are time consuming" and they "have to be 'just so'" or there would be trouble processing it. That was his idea of "above & beyond." END RESULT I went with the other company. We received outstanding service and they worked with us on fees and a beautiful carpet closer to our budget. And their rep didn't answer her phone while she was meeting with us. read more

Pretty similar to other reviews. I had a date for install 1 month in advance, they called the morning of (Friday) and told me carpet didn't make it to the warehouse. They don't install on weekends (WHY NOT?) so it would wait until Monday. I've already ripped out the carpet in my toddler's room and moved all of the heavy furniture. Monday rolls around and nobody shows up, nobody calls, and trying to get their customer service to help me was a total joke. All they did was tell me they couldn't reach the installer and they would leave a message. They finally showed up on Tuesday (4 days later) and installed. All I could talk them into was a 10% credit to my account (I financed)... I thought that was also a joke, but they said it was the most they could do. The fact I even had to ask for something was ridiculous, it should have been a given. read more

I schedule an appointment with Empire Today last week and was extremely disappointed. They cancelled the first appointment about 20 minutes before they were supposed to come ( and I had taken time out of work to be there). We scheduled the appointment this past Saturday and I had received a call that no one was at the house only to find out that my boyfriend had spoken to the lady at Empire Today in our driveway and she did not introduce herself and just left. The consultant then went back to our house and began working on our quote ( for stairs). She gave my boyfriend the quote and when he asked what that price included she said she had never quoted stairs before and didn't really know?? So she was just guessing at what we should pay and was most likely overcharging us. It was terrible customer service and completely wasted my boyfriends time. I would not recommend. read more

This was a nightmare! Empire contacted me after I searched online for flooring installers. I hired them because the salesman said they could install in 5 days. I couldn't do it then so scheduled it about a week later. I had chosen a LVT and agreed to have the original laminate floor pulled up when they arrived. I did but they arrived on 12/15/2017 without any underlayment and not enough LVT tile. Because the warehouse was so far away, the installers took money out of their own pockets and went to Lowes to purchase the underlayment. They worked for a couple of hours then said they were a box or too short of tile and would be unable to finish that day. I asked when they would return and they said, hopefully next week! This was not acceptable and I asked for a rush. I heard the lead installer request a rush on the material when he called his contact with Empire Today(ET). I called ET later that day to confirm and they had no record of the rush put on the order. They claimed to correct it but even with several calls (12/18, 12/19 and 12/20) they still wanted to install on the day I was scheduled to load a moving van (12/21). On 12/20 I told them to cancel the order and they could come to pick up the material they had half installed. I eventually talked to someone who claimed to email the District Manager but no one called. After 2 more calls, I got a call from MIchelle in Installation who said she'd call me back but she didn't. I called and left a message with her on the 22nd while on the road. I got a call back from C Chadwick in the district office. She said Michelle was off and she was picking up Michelle's messages and this was the first she, Catherine, had heard of the problems. She said she would see that the job was done right and quickly. We scheduled for the January 2nd. On January 2nd, no one had either called or shown up to do the installation so I called Catherine. Had to leave a message (these people never pick up their phones). Michelle called and apologized for scheduling the work for the 3rd instead of the 2nd. While on the phone, we discussed the materials and I asked her to make sure the grout the salesman had written down was the one of the sample board. She said it was the right one but when the installers got there, the grout was the lightest available and not the one I'd requested in spite of being the one on the paperwork. I refused to let them grout with that so they opted to save laying the last of the tile for when they had the right grout. I talked with MIchelle and she said that she would send out two grout colors when they returned. The installers finally came back on the 5th with one grout color. Not 2 as promised but I just wanted the nightmare over and let them finish the installation. Lest you think this was a big job: it was 146 square feet of tile in an entryway! It took them 3 weeks and numerous phone calls while my house was torn up. C. Chadwick had promised that they would compensate me by refunding some money. After I called and asked where the compensation was, they offered $140 off the $1400 job that took 3 weeks! I was not satisfied and let them know that I the experience was so unpleasant and inconvenient (It was in the entryway of my home) that I thought they should eat all profit from it. Michelle said she would send my message to the district because she was only allowed to offer a 10% discount. This is so preposterous it is laughable. I will never use them again and I will make sure everyone I know knows why! read more

I called on Monday to ask questions about flooring, they said you must schedule an appointment and have someone come out there which is free of charge. The earliest someone can come out is Friday. No one will answer any questions you have over the phone. I only had two simple basic questions. They will tell you, you must wait and ask the person when they come to your house. Well my problem is that's almost a week away and any other flooring company will answer questions over the phone. I don't except you guys to give me an exact quote over the phone but only to answer a couple questions so I don't waste your time or mine a week later. I'm going with a different company because you cant answer any questions and I can't wait a week. FOLLOW UP!!!! AFTER WRITING THIS REVIEW SOMEONE FROM EMPIRE TODAY CALLED AND WAS ABLE TO ANSWER MY QUESTIONS. THANK YOU read more

I wish I could choose zero stars. This was an awful experience from start to finish. I was sold a product that was supposed to be resistant if vacuum and footprint marks and it definitely is not. I also was told installation could be done in one day and it wasn't, yet all the carpet was ripped up leaving a staircase full of staples sticking out for the Thanksgiving holiday in which I wanted the carpet installed for. The installers left a mess after each visit and did not sweep or vacuum. The second installers were very hard to communicate with and didn't speak English. They also left tools at my house. I was told by Lori at the Columbus location that I would receive a reimbursement for all the issues but it took two weeks of calling and emailing to get a very small amount of compensation. I've had a lot of work done to my home and this has by far been the most frustrating experience. read more

Horrible! Purchased carpet on 7-1-16 and agreed to installation date of 7-13-16. Empire called late that morning to cancel my appointment stating that the installer never showed up for work. They took a little money off for my inconvenience and rescheduled for 7-19-16. I received another late morning cancellation call. This time stating that the installer's van broke down. Are you kidding me??? I spent hours on the phone with customer service (most of it on hold) only for them to offer another modest price reduction and reschedule installation for next week. However, they could offer me no guarantee that I wouldn't be cancelled again! My recommendation is to STAY AWAY!!!! I do not trust this company and would never refer them to my own clients! read more

DO NOT use this company! They inconvenienced me on two occasions, refused to provide an estimate, did not show up for a scheduled appt; nor, did they bother to call to advise they did not have the staff to keep the appt. I've used them twice in the past, but will never use them again. I asked for the Corp office number & I was given an incorrect number...on purpose, I'm sure. I googled & called their Corp office to share my experience & they made NO effort to fix the issue/provide customer satisfaction, other than to offer a reschedule. They acted as though they could care less. They've certainly lost my business, so be aware if you decide to use them! read more

If I could give zero stars I would. Scheduled an appointment 3 weeks in advance and a half hour before their window of arrival time they called to cancel because they didn't have enough staff to send out to do an estimate for us. They asked if they could reschedule so we did for the following week (exactly one week from when they were supposed to come). They gave us a two hour window for an arrival time which was fine. We waited and waited and waited. No one showed and no one called to cancel, reschedule or apologize. Will not be giving them our money obviously. Definitely would not recommend them. I can't speak for their work but if this is the type of customer service they give before the start of work.... I have a feeling it wouldn't be good. read more

Well my wife and I wanted to shop around and get some quotes to have carpet installed, so we started off with empire today with plans to shop around and compare quotes. Right away our plans were spoiled when our salesman (who I will name in a later post after our carpet is installed) told me that the price would go up if we shopped around and caused him to come back, because he would have to factor in the price of his time and gas into the price of the sale (insane). Then he continued to tell me the history of the company, (no big deal, he's a salesman) but he wouldn't stop looking my wife up and down. I'm not a sensitive man by any means and I let everything slide right off of my back, but this man wasn't even trying to hide what he was doing. My wife was so uncomfortable that she was standing behind me while I sat across from him at the table to keep him from looking. Well then she when to check on my kids and he continued to follows her butt the entire way and I finally said "SIR!" To get his attention and I pointed at his tablet as to say let's focus, man. He told me he was just looking at my kids which were almost behind him so he was clearly lying and let him know that he was lying. I had to sit in my own house steaming mad at this guy for his behavior hoping it would get better. Nope!!! My 1yr old comes in the room and pulls my wife's shirt over her head, so my wife says "stay out of my shirt!", the salesman then says "yeah, that's daddies job". My jaw dropped. I text my wife and told her to go up stairs with the kids because I didn't want them around this perverted salesmen. We did everything to just get this guy out of the house and speed up the process. I never thought that this would be the experience I had with this carpet company. Still in shock. read more

DO NOT use this company. It's been a nightmare since our floors got put in 2 weeks ago. Terrible job, and have waited 2 WEEKS for someone from customer service/management to contact me after at least 12 times contacting them for answers. The floors look horrible, unprofessional and ridiculous. Still waiting on answers!!! read more

What a horrible experience. Had someone come out for a free in home estimate where I was completely convinced I was being overcharged. However, I was desperate for flooring to keep my toddler safe from falling on my current floors so I agreed. The day the flooring was to be installed I was informed that the flooring did not come in even though the estimate was over a week prior and they called the day before to confirm my installation. I was upset because I had switched around my work schedule to be there. I rescheduled for two weeks later...switched my work schedule again...and waited all day. However, no one ever showed up and Empire was not able to get ahold of the installer. After this I decided to go to Lowes for a flooring estimate to see the price difference and was amazed to see that I was being overcharged by at least $3000. The only positive of this company are the customer service representatives who were very kind and considerate. Would not recommend this company:( read more

I had a confirmed appointment with a two hour window. When that window passed and no one had shown up, I called. I was then informed my appointment had been canceled by the company without any explanation. I was never informed my appointment was canceled until I called the company myself. I received several emails regarding my upcoming confirmed appointment but none when they canceled. I do not recommend wasting your time calling Empire Today. read more

One star is generous for the recent carpet installation that was done yesterday. The carpet isn't nailed down, there are holes in places and there is a seam down the middle of the room!! So far, no calls have been returned and we will never ever go with this company again. Beware !! read more

They were professional and courteous. Sales person worked within my parent's budget and got them what they wanted. Installers were on-time and did a great job. Highly recommended. read more

Empire is the kind of company that will treat you great when you are buying their product, but when it comes to warrantee, they are atrocious. Approximately a year ago we called empire to install some flooring. We having dogs, therefore we were hoping for a laminate or some kind of wood flooring. The sales person came and pitched us this dialogue; how wonderful their carpet is, that it would not hold any animal smells and that urine would not stick to the carpet, (due to this special material that the carpet is made of) our house would always smell fresh . A few days later, (The crew came and after multiple breaks finally finished), I felt that they did a very poor job on insulation especially on our steps with all of the time that they took. After a couple months our carpet smelled like a sewer, also showed signs of wear, even in portions of the house where the dogs never go. We did everything that we could to immediately clean the smell which would be somewhat concealed for a day or 2 but then it would be right back. My wife even called empire to see what they suggested. They avoided her like the plague; every time she would call they would try to sell us more carpet, we stressed that we did not want more of this carpet, we want for Empire to stand by your word, and warrantee. My wife spent a whole day trying to speak to a representative about warrantee information. The multiple reps who she spoke with barely spoke English and would not give her information about the warrantee department they just kept telling us that the only way to talk to someone was to make an appointment and have someone come out. We made an appointment. The man showed up expecting to sell us more carpet. We had even cleaned the carpet again the night before he had arrived, and he himself said that it really did smell bad. He took a bunch of pictures of the things we were not satisfied with and said that he was going to email the pics to someone as soon as he got in his vehicle, that someone would get ahold of us in a couple days. A week went by and no call. therefore, we called them yet again, they tried to say that we had missed the appointment that we had set up. We then asked if they would like to see the video of their representative in our home and then they got quiet, and passed the responsibility yet again. I guess my next call will be to the bbb and I will never send business to them they are a terrible company, that sells a product for far more than it is worth, by telling lies. read more

I cannot even begin to tell you my experience as it would take way too long but I will tell you they installed my floors which looked horrible. They set up a time to fix them. The first time, they claimed they ordered the wrong color of laminate. The second apt, they just didn't show up or call. They ignore all phone calls and most emails. They do not follow up. Worst customer experience ever. I would never go back nor recommend, not even to my worst enemy. read more

Just dont. Didnt show up up for their he first sales appt. Should have been enough right there. Sales person did the order wrong. When they showed up for hard floor install, did not have all product necessary for installation. Came out another day with same amount of product although they confirmed the additional-pieces had arrived. came out another day with the new pieces but ran out of flooring. Had to come out another day to finish. Carpeting in three areas, one "didnt come in" and they had to come out another day to finish that. So this installation took FIVE extras days to complete. This isnt my primary residence so they basically wasted that amount of my time. Install crews (subs) were very professional, absolutely no complaints there. Everything else about the process needs a huge amount of improvement. Heck, I even contacted their 800 number where a customer care rep called me back, said they would follow up and I never heard back! Their customer service ends with the sales call... read more

I had a manager from Empire contact me through Yelp right after I posted this. She said someone will contact me shortly and is very sorry. Guess what....it's been two weeks and I haven't heard a word from anyone. Classic Empire. read more

Complete nightmare. I read other people's reviews and thought - what are the chances I'd have a bad experience too? Well, I should have listened. Despite whatever low price you think may be worth it, just don't use this company. We purchased wall to wall carpeting replacement for much of our home and it was a total disaster. We scheduled out ten days in advance for installation, took the day off from work and they called that morning and cancelled. "We don't have the carpet you ordered on the truck. No way to get your carpet today." They rescheduled us for the next day. Called AFTER they were supposed to show up. "Sorry, the crew cancelled today and we can't do the job." That was two days in a row we waited, having disassembled our whole house, furniture and were living in a complete mess. They rescheduled us again for a week later. We insisted on a discount for the hassle, which did they did offer. On the day of installation, the crew showed up at 10:30 am instead of 8 am and it took 12 hours to do the job. The crew worked so hard but clearly, Empire had completely underestimated the number of people and hours to complete this job. The poor crew left at almost 11 pm exhausted. Don't use this company. Just don't. You can't rely on them and when it comes to this stuff, you need to be able to trust and rely on a company doing what they say they will do. read more

Recently my wife and I had the first man come out and gave us a quote to lay our kitchen floor. Then a few days later a second man came out and said he didn't know who the first man was but his quote was not good because measurements were not correct and would not honor first quote. My question who was the man that we let in our home around my belongings and wife? What kind of company allows strange quoters from the company to linger through our home then deny they even knew who the employee was. When we called home office they actually gave us an even lower quote. Then when we didn't hear from them for several days another employee said the price and quote were wrong again and again we never heard back again even though we tried calling them several times. We would never ever recommend this lousy company any where near our home for the safety of my family. Not sure how they stay in business but this was a horrible experience. read more

I, initially, had Empire Today come to my home to quote Luxury Vinyl Tile installation for my kitchen. In the beginning, I was very pleased with their ability to negotiate in an effort to meet my budget. After committing to the purchase, I did research and read some negative reviews. I became nauseous. I contacted my salesperson, Terry, and he assured me he wanted me to be completely comfortable. He told me to consider it more and cancel if I didn't have "warm fuzzies". I had other companies come to give me quotes. I called Terry and told him that I was going to continue with Empire only because I had confidence in HIM. The reviews I read were often negative because of scheduling and, up to that point, I had no problems. HE came when he was supposed to come, HE called when I need him to call, and HE scheduled the installation. I figured I had nothing to worry about. My installation was scheduled for August 14/15. On or before the 13th, I received a confirmation email and phone call to solidify the installation. Then, on the afternoon before my installation, the 13th, I received a call from Paul stating he was sorry that they would NOT be doing the installation the following day because he did not have installers. This was not because they called off, this was because Terry scheduled the installation without confirming with the company the availability of installers. I placed my order on Wednesday, Aug. 5th. Terry didn't put in the order for Paul to see until Monday, Aug. 10th. On August 10th, Paul and Terry both knew that the installers were not available. I spoke to Terry on the 11th and the 12th and he reassured me that I would be pleased with my decision. He knew I was concerned about timing as I needed to go back to work. All this time, I was sharing my concerns with Terry and I was telling him HE needed to make sure I was taken care of and he continued to blow smoke! When I talked to Paul again and he restated that there was nothing he could do and I would need to reschedule for the week of the 24th, I CANCELLED!!!! He wanted to blame everything on Terry, the salesman. Terry was to blame! I told Paul that he was also to blame because he knew on Monday morning that he could not provide the service, but he waited until Thursday to inform the consumer. I could have ordered with another company and had them install on the 14th/15th. I am now having another reputable company install my floors tomorrow the 21st. Additionally, Empire Today charged my credit card the full amount (not just a deposit) on the day I ordered, but yet I am still waiting on the refund to my account a week after my cancellation. This is not because of my credit card company! When I called today, I learned that they have all of these hands cancellations must go through before the money is refunded. I'm so disappointed I wasted all this time and energy on a company that does not do what they say they are going to do!!!!!! read more