Empire Today - St. Louis

Great work.

Wendy extra mile and then a lot of stuff they probably didnt have to do and no charge they were great to work with

The salesman ordered the wrong flooring. Had to order the original flooring. Push the project back 2-3 weeks. But the installation was quick and easy.

Customer service was great. The agent was respectful and friendly. He gave helpful examples of jobs that his company had done.

the communication was great. their professionalism was apparent and the job was completed on time. great workers!

Empire did a good job installing my laminate floors. Definitely expensive and they were unable to do my staircase. I would liked to have known that before choosing their company. Will know for next time.

It was quick and easy.

Project was done well. A few hiccups but the installers made sure the project was done as promised.

good crew

they did great!

I feel left high and dry.

I have very little knowledge in how this job was to be done. My questions were answered and I thought Empire did an excellent job.

I was told it would take one day for the job....it took two days.

Absolutely unprofessional. The first Installation date was cancelled, and rescheduled WITHOUT NOTICE. I have a limited availability during the week, and they rescheduled on a day I am not available. To schedule on a day I would be available, would be another MONTH away. Second installation date, the installers arrived, walked through the home, and said I was not ready. Re-scheduled AGAIN, another MONTH wait. On the third date, the installation team arrived, walked through the home. Claimed the carpet was not CLEAN enough to remove! I am replacing the almost 35-year-old carpet, there is only so much cleaning I can do to carpet this old... I canceled after this excuse, fully accepted they never planned on actually installing the carpet.

Came in. Did the job but after a quick follow through nails were popped out. Messy, gaps, caulk was needed and they said they were done and about to leave and I was like...wait there is stuff needing touch up. I was told by main guy these guys were one of his top installers. No way. If you try to call afterwards no one answers either. Pass!

Okay, so earlier this week I was angry with you empire for a couple reasons. But as I'll explain below, you've really come a long way to rectify and impress me with your customer service. Here's what happened. A few weeks ago I purchased Cool Breeze carpet for my whole house to go over the tiles that are currently in place in every room and Northbrook Terrace vinyl plank flooring to go over tiles in kitchen, dining room, and butlers pantry. Install date 7/19 arrives and the install team lead by Juan arrives (very nice, professional and knowledgeable) they do the walk through and inform us that the carpet can't be laid over tiles, it's the wrong type. You can imagine our frustration, our salesman completely screwed up. $11,000 is a big screw up. Juan was trying hard to make it right, but he couldn't, he wanted to at least put down the vinyl but alas he didn't have the right transition moulding to do that without carpeting. But dude was really trying! So, by this point I'm totally ticked, salesmen are supposed to know their products! Needless to say at this point my house is in complete disarray as I'm ready for flooring, I'm upset and now don't know what my options are. So I get a hold of the salesman who is going to come back out to my house Monday evening and show me products that will work over my tile floors and try to save the sale. He shows up and is of course apologetic, he's a nice person so I try to make the best of the situation and let him show me the products; we find one that is suitable sign the paperwork and find out that now I'm looking at weeks before I can get an install which has just got me beyond depressed because now I have to live with my house essentially torn apart and in chaos because what's the point in unpacking everything that I've put away in order to prepare it for install and do twice the work? So before he leaves he gives me the customer service managers phone number for the area John Merrell, so I call him the next day which was Tuesday the 20th and leave him a voicemail he calls me back within the hour and immediately starts to try to make everything right. Boy howdy did he, this man went above and beyond to make it right! Suffice to say my new flooring guaranteed to work in my house is getting installed tomorrow. Talk about customer service! I am very impressed on how empire took a negative and turned it into a positive. They saved me money to boot! So, that being said I'm impressed. The reason I initially picked empire was because the products are made in America and are mostly all recycled or have a lot of recycled product in them, but the reason I chose to stay with empire after the debacle of the wrong product was their outstanding customer service.

Great pricing for great carpet!

The installers did a good job!

Our installation was cancelled last minute and then rescheduled for the following day. This was inconvenient, but it was our only complaint about the company. The floors looked nice when they were done!

you can never get a hold of anyone to answer phone calls if you have trouble I do not why.

Very pleased with product and service.

Great job.

Fast and efficient

3950 characters does not allow enough room. Highlights are unprofessional management, underqualified installers( I had 3 different installers. Warehouse cut 8x12, for a measured 12x12 room. 1st group of installers try to accuse me of not having their rep come out for measurements. 1st a group of 3, 2 days later 1 person and the last crew, were the A-team. A sales representative who didn't give detailed notes on what was needed. Lost 19 hours of work for the 3 days it took to install a simple 12x12 sheet vinyl. Pictures, videos and notes document everything. Talking to some of the installers, management knows about the unqualified installers, yet still sends them. Grab your popcorn, there is alot more to this SHOW. They were Home Advisor recommendations. The next step is corporate in Texas ( who is more than welcome to contact me ( even though I called them several times from May 28 through June 17 and asked for my calls to be documented, so they know. My next step will be the BBB. If I do not receive a response. Thank you