Empire Today®

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