Empire Today®

We were scheduled to have carpet installed on February 1st, 2016. I received an email that installation would occur between 8am-6pm and that the installer would call first thing in the morning to provide a block of time that they would arrive. At 10:30am that morning we had not heard from anyone so my husband called Empire. They informed us that the installer would call us with a time within 10-15 minutes. An hour passed with no returned call. The installer just showed up unannounced at 11:30. The installer worked from 11:30am to 3:45pm in the master bedroom. At 3:45pm the installer came out and said "sorry we will have to come back another day because Empire didn't send us with enough carpet for the other bedroom." Now keep in mind, he was finished laying the carpet in the master and did not mention at any point in time prior to finishing that there was not enough carpet for the other bedroom. Also, he had laid the padding in the guest bedroom leaving all tack boards exposed. I have three young children and this is a huge safety hazard. As soon as he told us this my husband called Empire. The Empire representative asked to speak with the installer. The installer spoke with the Empire representative and handed the phone back to my husband. While my husband was still on the phone the installer left. The installer did not say he was leaving, he didn't say he was finished with the room, he didn't ask us to look over the carpet or do a walk through. He literally just left! Our furniture for both bedrooms was left unassembled in the living room and we had no idea if we could reassemble and put back in the master because we never had the chance to do a walk through. Needless to say, there are many places where threads are visible, a spot in the closet where there is a gap, and a spot in the other closet where there is a dip in the carpet. The Empire customer service representative said that the service crew would call us to discuss options. This was at 3:45pm. At 4:45pm again we had not received any return call. My husband called Empire yet again and we were told "sorry the dispatch department is closed and the only thing I can do for you is notate your account that you need carpet installed tomorrow." My husband requested that a manager call him the next morning. No manager ever called him the next morning. So I again received an email saying installation would occur between 8am-6pm. At 9:00am on Feb. 2nd we had yet to hear from anyone regarding a block of time so my husband again called Empire. Empire said that they spoke with the installation crew and that they would be arriving between 10:00am-11:00am. At 10:15 am I received a phone call from the installer asking if he could come at 2:00pm because he was stuck in traffic. I said "stuck in traffic it's 10:15, that's 3 hours and 45 minutes from now." He said "well we are finishing another job." I said "so you aren't in traffic?" I told him that I didn't not want the carpet done so I asked if he could come at 3:00 since I had to pick up my children from school. He said "Let me call you back". When he called back he said he would send someone to do the job. I said "Is this guy even a professional carpet installer?" My husband again called Empire and demanded to speak with a manager. She guaranteed him that a crew would be out in 30-45 minutes to complete the job. The job was completed but definitely not with what they quote as ?The Empire Today Difference: Quality, Installed Carpet and Flooring, Expertise and Professional Service?. We were refunded $389 for our troubles. They said that was all they could refund. They gave no reason as to why no more money could be refunded. In my opinion, the entire $1589.00 should have been refunded for Empire?s lack of professionalism, lack of customer service, and most importantly their lack of concern for my children. At no point did any manager call us and check to see if we were satisfied. It was always us that had to call and make demands for the job to be completed. We will never again use Empire or recommend them to anyone. When a company doesn?t even try and fix a problem for their customer when the company was clearly in the wrong, I know to never use that company again.

They did the whole downstairs in 4 hours. They moved all of my furniture out and took my wall unit apart. They moved it all back and put the wall unit back together. They're excellent. They're very professional. They are expensive, but you get what you pay for.

They initially brought out the wrong material which cost me a day of work.

Said everything above. HORRIBLE CUSTOMER SERVICE!!!!!!!

Empire is absolutely the worst company I have ever dealt with. From sales to scheduling to support these guys are the worst. Don't let those commercials fool you. I scheduled my carpet installation a week in advance with the sales representative. I paid someone to be at my property and Empire didn't even show up for installation. I even pre-paid for the carpet installation (after a tremendous amount of trouble trying to pay over the phone). Empire even confirmed the install day yesterday. But today they said they didn't have enough installers for that day and needed to reschedule me. Not only did the sales representative say it would be this morning 7:30 to 11:00 (which isn't true), but Empire didn't even show up or notify me that they wouldn't be able to show. I had to contact them. "Empire Today" is absolutely not true. It should be "Empire a week from now, maybe if you're lucky" The Atlanta Empire scheduling and sales department are completely unprofessional. They overbook appointments so much that they have to drop scheduled installations. They also are in the dark ages when it comes to payment. I called Empire three times trying to pay them and they stated that the person has to be there in person to pay them. I can't do that because I live in a different state. They had no method in place to accept payment over the phone. What company doesn't want to take your money! When I canceled my order because they couldn't install I was on hold for 30 minutes and got transferred three times. These guys need to spend less on their commercials and more on payment infrastructure, customer support/service, and employee training. I called Carpet Depot in Atlanta and had the same carpet installed at $100 less than Empire within 2 hours. Empire should be your absolute last choice for a carpet company.

I spent about $575. This included carpet, padding, installation and the moving of the antique furniture. What stood out to me about these guys was their speed. These guys were like lightning. You turn around twice and they're done.

The padding that they installed was of poor quality, and our berber carpeting was poor quality as well, and is snagging when we vacuum. The wood floors that they installed are squeaking. I asked the installers how to fix it, and they just shrugged me off. I was disappointed with the salesman, and did not like the fact that they used subcontractors.

When I phoned the call center again after the window had passed (at 3:30pm) they apologized and offered me $50 off the order to reschedule. $50 off an order for five rooms and stairs with a mix of carpet, hardwood, and tile that would easily be over $5000. No thanks.

It was high but he was still reliable.

Very disappointing experience. I contacted this provider based on their advertised 50% off sale for new carpet and installation. The sales representative arrived as scheduled, took measurements of the townhouse where carpet needed to be replaced (2 bedrooms, a hallway, and a family room), and then showed me her suggested carpet options. We settled on what she indicated was one of their more and quot;economicaland quot; carpets, and she then took what must have been 30 minutes preparing the quote on her tablet computer. When the estimate was finally ready, it came to over $6,000.00 for essentially their cheapest carpet and standard pad...and that was with the supposed 50% off! The sales quote stated that regular price would be over $12,000 for carpet replacement for these few rooms!!! When I questioned the representative about this ridiculous price quote, she told me, and quot;Well, of course we wouldn't give 50% off our regular price.and quot; To say the least, I did not feel like I was dealing with an honest company or ethical sales tactics. After the sales representative gathered her things and finally prepared to leave, the experience was topped off by my having to help her get into her car after she locked her keys inside with the alarm going off in my driveway. To say this experience was less than pleasant is an understatement. Caveat Emptor!

Despite previously missed appts by other sales reps, Nick sent a very reliable sales representative to our house to provide an estimate. She was very professional and tried very hard to work with us on pricing. We provided her with another estimate that we had, and she was very patient with us in trying to reach our budget. I am still very leery of what they consider a promotion (50-50-50 off) because their initial quote was extremely high, and totally out of the ballpark, based on my research of industry pricing. I do, however, appreciate the opportunity for financing, which was one of the main reasons we continued to give Empire a chance to earn our business. The installation is scheduled for Monday. I am keeping my fingers crossed that all goes well with that, considering the recent negative reviews on the installation process. After installation on Monday, I will return to update my review.

This was the third time we used Empire. The first two were great. This one was not. This job was grossly underestimated by the salesman. He said it could be done in three days and that we could tell the workers what time they would have to leave and the workers would be out. NOT SO. Though I was told they would, the installers brought nothing to cover my existing hardwoods; they had to scramble to get something so they could walk with their dirty shoes into my house. The supervisor who spoke English was only only here on the first day for a few minutes, and again for a few minutes on the third day. Though he told me he would be in an out throughout the days, those were the only two times he ever came. That left me with a crew who could not communicate with me. I speak English. I had expressly gone over this with the salesman who had assured me there would be someone who spoke fluent English at all times on the premises. We asked the five-man crew to be out on the first day by 6; then we compromised with them for 7 PM. They left at 8:30 PM. The next day, which had not been scheduled AT ALL, the four man crew left at 10:30 PM. Two men were out by 6:30 the third day and the four man crew was out by four PM the fourth day. The fourth day my husband and I had moved every stick of furniture and furnishings out of the last three rooms, so nothing had to be moved out or moved back in by the installers, and their four man crew was out by 4 PM. So much for the salesman's assurances. The installers left filthy dirty handprints all over my walls and doors; as well as a razor blade on a window sill in the children's room. And sawdust? I have never seen this much sawdust. They did not have a dust catcher on their saw. (Wouldn't you think they would have this for the saw they used INSIDE someone's house?) All the linens on the top 4 shelves of the two linen closets were covered in sawdust. All our hanging clothes on the upper rails of the closets were covered with sawdust; as well as everything on the upper closet shelves. Empire recommended that clothes be removed from the bottom rails of closets; shoes removed; and lower shelves of anything be removed. There was at least an inch of sawdust under the dryer in my laundry room. Had I been told correctly that there would be this much sawdust, I would have bagged absolutely everything and taken it to the basement. The installers have repaired some things already; but I wanted a representative from Empire to come out and see just what kind of job was done and what needs to be repaired. I emailed Empire and received an email asking for more information about my issues. Someone from the company would contact me within three business days. The Empire woman who called me acted as if she had never heard of a customer wanting a rep to come out and look at problems the installers caused. Wouldn't you think they would want to some out and see the job I paid $18,700 for?

Selection brought was very limited for laminate and carpet for stairs. Price started out at $18,000 and went down to $9,000 before salesman left. Salesman got very huffy when I said that I would not make a decision that day for such a large purchase so he just started packing his samples and left. Not very pleasant.

This is the second time that I used Empire (first time was a carpet install upstairs). Excellent service and the installers were very knowledgeable. Will use them again for future upgrades..

what kind of company does not even respect the customer and for that matter want the business. so to add to that i try to call empire to complain but can't get intouch with anyone. its a joke!!!! i guess this is a blessing in disguise because if i can't get intouch with any one to install the product Good luck contacting anyone to honor the warranty. DO NOT USE THEM

They came the next day after I signed the contract. They got a late start but completed the job the same day. The floor looks great and I would recommend Empire to my friends and family.

We had good luck with them. They were really easy to work with. They were good. They came out immediately to give her a quote and they brought a fair amount of samples so she had a nice selection to choose from. They do carpet, hardwood and laminate floors. The people who came out moved her furniture and she had a really good experience. It's harder for older people, as they don't trust a lot of people, but they were very professional, they moved her stuff and she didn't have any problems with them. I was impressed.

It was a good experience. They did good work. They knew what they were doing and got the floor installed in no time.

The crew was caught up in Atlanta traffic but called to inform me they would run a little late. Once they arrived they started working right away and were very professional. The quality of the work they did was exceptional. I would recommend Empire to my friends and family. The crew was worked like craftsmen,it was amazing. The attention to detail showed in the final result.

The sales person, Theresa Painter was friendly, caring, and knew her stuff. The installers were courteous, professional, and effecient. I feel like I wasn't over sold on anything, but they definitely over delivered. I could not be happier with the process from start to finish and will be calling them again to put in additional hardwood and LVT. The selection of products was nice and I loved that they came to my home quickly.

The quote process was no problem and fun to see the samples. I cannot comment on their services as we did not go with them.

I live in Birmingham, AL and had carpet installed and repair to hardwood subfloor on 1/31/2013. Empire Today's salesman, Richard was very nice and worked with me to make a final decision. The installers, Art and his helper, arrived on time and were professional and thorough. They did an excellent job. I recommend Empire Today. Get other estimates and know what you are looking for. Richard will bring the sample carpet and padding to your home, measure and give you an estimate immediately. If you have second thoughts, Empire is quick to respond to your questions online and/or by phone. The corporate office called me and discussed product quality and warranties.

Great overall experience! We had the sales representative come by on 10/20 and she was very informative, showed us all the samples she had based on our requirements. She did not try to oversell us and made the decision process very simple. the rep gave us discounts for not having to remove anything - so that was a bonus! She had the guys ready to install on the Monday following our initial consultation, but we were not ready so we chose the date we wanted without any issue. We picked out a beautiful carpet for half our basement and they came on 10/30 and completed the installation with no issues. The guys were clean and also cleaned up after themselves. We did a walk through and they pointed out a little scuff on the base board, that they were happy to repair!

I was very shocked that I was told I needed 57 square feet more that was the size of my room. At $7.00 per square foot it added $399 to the quote which I felt was already high. I was not overly impressed with the vinyl samples provided and overall their cost seemed very high compared to other quotes.

The job went very well. I'd use them again. Be prepared to negotiate on the price.