Empire Today®

The salesperson was supposed to come and didn't. i got a call canceling within the window he was supposed to arrive. I didn't reschedule. I used a different company.

I had a great experience with Empire Today LLC Company. They were great about moving the furniture and putting it back where it all belonged. They were quick with the work; my whole apartment was carpeted within a couple of hours. Their price was reasonable. The people who came out were okay but they really didn't speak much English. I would use them again in the future.

Salesman was very prompt, professional and easy to deal with. Price was reasonable; quality was fair, but suited our needs. Carpet installation came out ok; however, installers were not very careful. We had just painted rooms. After they were done, we had to repair a light fixture, window, and dents, marks on walls. There were numerous score marks on moldings. It took us 4 days to clean up their mess--other repairs still need to be done.

They were on time but had barely any samples and took a long time to measure. They never called back with an estimate.

Great experience with Empire. Very punctual and professional. They did a great job and the carpet is wonderful.

They never showed up for our appointment. I don't think they have enough reps to make it to all of the visits. The had already called to reschedule a couple of times.

Friday, he never showed. Then the appointment was set for today. I called today to check the status. They told me someone would call me tomorrow. Now I have to cancel the whole contract. I have already given them a $300 deposit. They have only performed part of the job. They did not install anything.

The experience was very good. It was pretty smooth from start to finish. They had good customer service. The sales rep did not show us very many carpet samples, which was a little bit of a disappointment. We would have liked to have seen more samples, but we did find something we liked. The installation went fine, but we had to reschedule it a couple of times because of some medical issues. They were very accommodating and did a very good job.

I am upset by the ridiculous policy of not checking qulaity of goods before bringing them to the custonr and I am stunned that a company like Empire would have such an unprofesional operation.

Scheduled appointment for estimate and material selection for a new kitchen floor in my home. The salesman / estimator came as scheduled, and even called to tell me he was running late. He still showed within the window of the appointment. He haad just one book of vinyl kitchen floors - about 15 different options, most of which were basically the same. There was nothing that I was interested in, but he still measured the floor and made a call to tell someone at a call center than I was not interested. Basically, it was a huge waste of my morning. Had I known that there were 15 choices, I would not have scheduled, and once there was nothing I was interested in, I think the gentleman should have just left, and not measured the floor and made calls.

The floor went in the first day. The second day should have been the day for my one-day bathtub, which stretched into an 11 day ordeal. They ripped out the old bath, and when they went to install the new liner, they had the wrong one. It was the wrong size, so I had to wait 5 or 6 days before they could put it in. My tenant couldn't use the shower for 11 days, and she could not use the toilet either because they caused a plumbing problem as well. The installers were very good, but the supervisors in the office who are meant to handle problems were not at all responsive. Getting someone to care about my 11 day bathroom was bad news, and I would never use them again.

The sales person was nice. He had a slight problem with measurement. However workmen were efficient and pleasant.

Just setting the estimate up was difficult. The call center did not have my previously scheduled appointment on record when I called to check a few hours after making the initial call. The local representative did not call or arrive on the scheduled day. She called the next day to reschedule, and when she finally showed up, she was not professional, and argued about the Angie's List discount, stating that she had already given us her best price. She said to speak with management at Empire and work something out. The installation appointment was set for Saturday the 13th after 12:00. The installer called at 3:00 to tell me his truck broke down, and that he would not be coming. He said that I needed to call Empire and/or the representative to reschedule, and call him back with the details. The local rep did not answer my call. The installer gave me his cell phone number, and when I tried to reach him, it was "temporally disconnected". I called the local Empire call center and spoke with Ann Marie Black. She was the most professional out of everyone I dealt with in regards to Empire, and apologized for my inconvenience. She reset the appointment for the 17th at 8:00 and would into the Angie's List coupon issue. On the 17th the installer showed up at 11:00 without calling. They came in with the carpet and ruined the freshly painted trim around two doorway entrances. We asked for moisture barrier pad for under the carpet but they did not install it. Several weeks later, I called the customer service line and left a message for Jeff Mark. His name was on the letter explaining that if we were not 100% satisfied, we should call him. I have left two additional messages since, and have had no response.

The sales process went OK, except that Empire had so many rules that the process seemed really prohibitive and customer unfriendly. First, they didn't want to accept a credit card for the deposit (our sales person said she "preferred" a check), but then said that they would only accept a credit card for the remaining balance, due at installation. We had originally scheduled our installation for several days after the sales visit because we were trying to resolve an issue with a leaky French door (which had caused the old carpet to get moldy) before installing the new carpet. I had to reschedule the installation a couple of times while we worked on this (and each time it took at least 10-15 minutes to do the reschedule, as I was put on hold for so long). Finally, after several attempts by our handyman to stop the leak, we realized we needed to replace the door completely. So I called Empire to reschedule for about a month later because a new door needed to be ordered and they said that it was their policy that if the work didn't get completed within a certain number of days (30, I believe) then they would have to cancel the order. Even though I explained our situation to this woman, she said she would need to transfer me to someone else and they would have to cancel our order. I told her that since I had no intention of installing the carpet before the leak was resolved, then I guess I would just need to get my deposit back and re-order somewhere else. She told me that it was their policy and there was nothing she could do. When I was transferred to the person who was going to cancel my order, she put me on hold for about a minute and then came back and allowed me to do the reschedule. Aggravating. The other annoying thing about Empire is that they give you an installation window of 8 AM to 6 PM. I was told that this was their policy and that they couldn't give a smaller window because they couldn't predict the traffic on I-80. OK, whatever. They do call you that morning to tell you they are on their way. The two gentlemen who arrived to install the carpet were very nice, but I did feel there was a bit of a language barrier. Also, Empire's policy is to have you pay the balance before they begin any work. The guys wanted me to also sign off on all of the paperwork before they started the job, even though much of it pertained to whether or not the installation was done correctly. I think this was either a language or a training issue - I don't think the guys knew exactly what they were supposed to have me sign off on before starting the work. Finally, when they called in my credit card information, I was a little uncomfortable because that entire transaction was done in Spanish and took several minutes. When someone is discussing my credit card information, I would prefer to be able to understand what is being said. The installation itself was done just fine, however.

I thought their service was pretty poor. It took them three times to do the job correctly.

They were very efficient they cleaned up after they finished, there was a squeak in the flooring and they fixed that for us as well. They also offer next day delivery. There is a one year warranty on the laminate floor and carpeting.

The salesman was prompt, punctual and courteous. The service ends after that. If you have a problem you will be at their mercy and time frame. We spent as high as 30 minutes on hold only to be disconnected and start over. At one point we were using two phones trying to reach them. Many of the people are unable to communicate and you must re-explain many times and wait for a manager. We had a 10 am appointment, which was moved to 3 or 3:30 pm and the repairman called to say it might be 6 or 6:30 or possibly later before he came. We told him not to come as it was too long of a day and we wanted to avoid rush hour. The main office called and I told them to not contact me again. Perhaps it would have been easier if the carpet were not installed in a condo 80 miles from our home and you were able to communicate with someone who knew what was going on. The salesman was aware we would have to drive 80 miles for each appointment and gave us his cell phone number but when we called he never returned the call.

The project went without a hitch from start to finish. Michael showed up on time (on a Sunday) to give us and estimate and discuss the choices we had in stain and finishes. The crew was punctual and professional throughout. The place was left fairly neat, very little dust, considering we had all the floors sanded, and the final cost was in line with the estimate and very fair. The job started and finished as projected and Michael was accommodating to changes we wanted to make. There are two levels and a staircase in our house, each with different woods and we got to play around with stains and finishes to help us make choices. In the end we kept the stain the same, but we made an informed decision. With hardwood floors you never know exactly what it will look like in the end, every wood is different. but Michael took as much of the guess-work out of it as possible and were really happy with the final outcome.

The sales came to my home on time, the appointment went well. There were not many choices but he had the samples that we like. Material is fairly okay, not top quality. The Berber carpet is quite nice, the Wool carpet is not what I expected. When I was vacuuming the Wool carpet, lots of lint came out. It filled up my vacuum bag at no time. The lint does get on my black dress pant very easily. The three workers came at 9am and finished at 8pm. I bought them lunch and supplied water. After the job was done, they cleaned up all the rooms. They didnt cut the old carpet, just left five big rolls on the curb. But after I called the next day, two workers came back to cut the old carpet and wrapped them nicely for the garbage workers to pick up.

Very good and satisfied with the service.

The salesman came as scheduled and the installation occurred a couple of days later. The room is large, so there were two perpendicular seams in the installed carpet. They were visible after installation but didn't really bother us. One of the first times we vacuumed the carpet, one of the seams started to come up. We tried to be extra careful from there on out but every time the vacuum came near one of the seams, it came up further (in one case, so many carpet fibers came up that it burnt out the vacuum motor). We called several times to see if they would send someone out to see the damage. We mostly left messages. Empire eventually sent us a curt, dismissive letter claiming that they had tried to reach us but could not and giving us the same number that we had been calling and calling. We eventually gave up and tried to cover the destroyed portions of the carpet with an area rug.

12/3 Debbie was prompt, helpful, and took plenty of time. She understood why I wanted to do things in stages, and agreed to start with carpet and window treatments. 12/4 I called back and canceled the window treatments, because of circumstances in the apartment. The carpet was scheduled for the bedroom for 12/4. Installers came but were turned away by the building for not having the insurance certificate, not agreeing to take away the carpet being removed. Rather than wait I asked them to come back another day. I called Debbie again on 12/5 and she said shed get back to me about delivery. When I hadnt heard back from her, I called her and the company directly to cancel all services. They gave me a confirmation # but I will still send the paperwork so that I comply with their written cancellation policy. The apartment needed carpet badly. I felt badly for the installers who came prepared to do the job.

Empire Carpet Services could get to me right away, and this pleased me because I had to wait so long for another company to come. They came on time and got the work done quickly. I was a little disappointed in the mess that was left afterwards.

We were very surprised because their prices were more reasonable than anyone else and they did an amazing job. They are a larger company so we didnt think the whole process would run so smoothly. There was a small problem; they had the wrong color carpet, but they fixed it within a matter of two hours. We are very pleased with our new carpet.

They were neat, punctual and professional. They also cleaned up well afterward.