Empire Today®

They were called for a carpeting estimate, and we were totally turned off by their high-pressure sales tactics, and their do-it-now-or-the-price-won't-hold attitude! I CANNOT recommend them.

They was a special rate on TV that said ?pay for 2 rooms of flooring and get the rest of the house for free (including basement).? I called to get an estimate and she told me that vinyl was included. I feel that she tried to gain my trust by telling me that I didn?t need to get my wood floors done, but to get them refinished. So she was soft selling me and trying to get me to gain my trust by not ?selling? me something that I didn?t need. However, when I told her that I wanted vinyl, she said it wasn?t included even though I was told differently on the phone from the beginning. She wanted to start with one room at a time which blew the whole reason I called out of the water. It was very misleading because it was not upfront when I originally called. I?m upset that the commercial doesn?t hold true. I would only use them again if they gave me a better deal than they did this time around.

They were on time and everything flowed well. After they made a mess, they cleaned up after themselves. I was impressed with the work. In just a few days they completed the project. They kept in touch and let me know the status of my project while I was waiting on them. They offer a guarantee and were very professional.

Everything worked out good. There is woodwork along the bottom of the wall, and then a 1/4 round piece of wood to cover up the vinyl. I didn't like the material that they used for the 1/4 round trim.

I had it installed the next day. Very professional. I would refer Empire to my neihbor.

Everything went well. They did a good job, but because of the installation area, they had to return a few times to make corrections. However, they were happy to return to ensure that things were properly done.

This is by far the worst experience I have ever had with a contractor/service provider. I want to stress that Empire has been accomodating in trying to correct the issues, but this has been going on for over 3 months, and its unacceptable. I have requested that everything be ripped out and my money reimbursed, but Empire refused. The "manager/customer service rep" informed me that Empire is only willing to "correct" and give partial reimbursement. This should have been corrected months ago. Space here is limited, so I can't include everything that happened. Issues with installation include but are not limited to: -Exposed edges;carpet not folded under at transition points (where carpet meets tile or other carpeting) or on the steps -Stairs not fully wrapped with edges exposed -Wide visible seams -Uneven carpet pieces cut out and stapled to the sides of the steps -Carpet on the stairs lumpy and large dents/craters from the staples -Replacement padding poor quality Appointment 1: New carpet and padding installed with the exception of a portion of the steps. I was assured that there would be remnants; however, none were left. I questioned the installer about some of the installation that looked questionable and was assured it was fine (i.e. the exposed edges that were not folded under). All remaining issues described above were identified after the installers left, on the day before they were scheduled to complete the work. I requested that different installers be sent to complete the work. Appointment 2: The same installers were sent to my house. I demanded different installers again, who arrived within an hour. They could only complete the installation. One small carpet remnant was left over, which was large enough to be useful. Time did not allow for them to correct all existing issues. They agreed that the original installation was not good. I was happy with these installers and requested that they be sent back to correct all the identified issues. Appointment 3: The requested installers came. Not all issues could be corrected without ordering new cuts of carpet and ripping out the existing carpet. I was happy with the work they were able to complete. A 4th appoinment was needed. Appointment 4:I requested the same installers for this appointment and was told that I would be the first appoinment for the day, which is at ~8:00AM. 12:00 and the carpet installers had not arrived. I was then informed that I was the last appointment of the day and they would not be at my house until 4:30PM. At 4:30PM a new set of installers arrived, not the ones I requested. I just wanted the job finished (it was at the 2-month mark) and did not argue it. They were at my house until 10:30PM. They also commented on the poor original installation job. No carpet remnants available, and they took the one small one that I was left before. A week after the new installation, I observed an issue with one of the areas that was just redone. Update as of 01/20/11: Issue still not resolved and my carpet installation has not been corrected. It has been almost one year since the original installation date. When I communicate what I need for resolution, Empire ignores my comments and offers the same partial reimbursement. May 10, 2011 Update: This complaint has been resolved amicably and to my satisfaction . All remaining carpet installation defects were repaired on May 7, 2011.

Empire representative Tony came to my house by appointment. He was friendly, professional and not pushy. Tony showed me some carpet that was 60% off and also some better carpet at a higher price. I told Tony that I wanted the better carpet, but at a lower cost. He called his manager and was able to get me a signifacantly lower price than what I had in mind contingent on me paying up front (by credit card, cash or bank check). I could have had installation the next day, but chose an installation date later in the week. The installers arrived on time around 9:00 a.m. and worked steadily until 5:30 p.m. with no breaks, even for lunch. They were very professional and I felt comfortable having them in my home. They did a good job of cleaning up and putting furniture back in the correct location. I am very pleased with the carpet and the quality of the installation that I received.

I prayed that we would get people who would treat our furniture like it was their own and we couldn't have been more pleased with their care and concern. The carpet is great and they did it all within 2 and 1/2 hours.

They don?t have a showroom. They advertise on television. When we call them, they bring in the samples. They carpeted a family room for us. They came when they said they would come. They were highly professional. I did not feel any pressure from the salesmen. The installers knew what they were doing. They moved my furniture and then put it back. They were excellent. They kind of chipped one of my kitchen tiles as they were trying to get up to the room where they were laying the carpet. They came right back and replaced it. They cleaned up after themselves. I could not have asked for anything better.

My brother and I were preparing the house for sale to settle my father's estate. Time was of the essence to us. We called for an estimate and the salesman responded promptly. We settled on a floor that was slightly more expensive than we expected. (He only brought one sample book to choose from.) The installers(2) came two days later. When the head installer saw the old floor covering, he recommended it be removed because it would make the new floor look bad. They removed the old floor at no extra cost even though it was not in the order. They installed the new floor, doing a fine job. They were dextrous, pleasant and neat.I would rate the installers with A's in all categories. They left a card with a web site to go to for care instructions and warranty. It was then we found out the warranty was not transferable to a new owner. Perhaps we should have been alert and asked the salesman about tranferrability. But he was fully aware that we were going to try to sell the house promptly and he should have mentioned it.My brother and I separately sent emails to the HQ, expressing our displeasure, as well as our satisfaction with the work. Each of us got a form email reply saying we would be contacted by phone in a day or two. And my brother was contacted, or rather his wife, at 7 AM ! They told her the warranty might be transferrable; she said to put it in writing and went back to bed. We have heard no more. Despite the excellent work and promptness of the installers, we do not care to do business with salesmen who are less than forthright and whose customer service is conducted at 7AM.

It was one gentleman. He did an excellent job! They sent a representative out to measure. He showed me examples and different prices. They came out when they said they would. They gave me a better price because I had some complications. He finished in one day. He told me exactly what he was going to be doing. He confirmed that the floor he was installing was the floor that I bought. He gave me different suggestions, or told me if my suggestions weren't going to work right.

We called them on a Tuesday for an appointment; they came out on the next day and installed the carpets on that Thursday, which was fabulous. They were a little high with their pricing but they were willing to negotiate and were able to knock off about a $1000 for us.

Empire Carpet came out to install my carpeting. I have been extremely disappointed with their customer service. I have found in the five years that I have owned it that there is something wrong with the carpeting. I have several big ripples in my carpeting, the fibers of the carpeting are coming up, and there are spots in the carpeting where the fibers are losing their color. I tried to have the carpets cleaned to remove the spots and it was of no help. I called Empire Carpet and they sent out an inspector to look at the carpet. When the inspector was finished he told me that it was not a manufacturer defect, so they would replace it. However the inspector offered to send a crew out to re-stretch the carpeting to fix the ripples and told he me that I could have the carpeting replaced at a discounted price. I will not use Empire Carpet and Bath Liners again in the future.

I thought the salesman did a very nice job and the installers were on time and efficient.

The estimate was higher than the 2 other companies that I looked at. I felt very pressured to make a decision during the visit. The representative did try to get the estimate down by calling his manager, but then told me that I had to make a decision at that time to get the discounted price. In the long run, Empire did not have the product that I wanted.

I liked that they bring the samples to the house. I thought that they had a large selection. The installation crew they sent were contracted to the company. They did a good job. They arrived on time. There were 2 small problems that they were more willing to fix. They cleaned up after themselves. I think that the salesman was intelligent and answered my questions. He had patience, sincerity and honesty.

Didn't like that subs were used from such a far location. If they needed to get any additional tools they would haver to come back another day because their homebase was so far away. The van was an unmarked scary looking vehicle, nothing like the van in the commercial and the crew did not have uniforms or any Empire today verification.

They have been good to keep me up to date and they are very thorough. They are very nice people. They are doing the kitchen floor for me now and they are coming to do the stairs tomorrow.

One floor refinishing went fine. The other floor jobs did not We had them install a ceiling in the shower area as well. The ceiling started falling 3 days later. We called Friday afternoon and they finally called back Wed. They came out and didn't bring any materials to fix it. The installer said he would come back out Saturday. However, we called the company and they had him come back out the same day. That problem was fixed. Now, one of the shelves is coming undone. We are quite unhappy.

The wood floor work was very good. It looks nice and was what we ordered. The installers, though, were not great. First, after checking on them after a while, I saw they had put the quarter-rounds OVER THE BASEBOARDS we had there. I assumed they would remove the baseboards first. They said that's the way they always did it. They had already done one room when I checked, so tearing it up wasn't an option, and they would have had to recut everything. It really doesn't look that good. Also, the flooring abutted our living room, and they cut into the carpet a little too much, which meant the threshold didn't cover properly. Their answer was to send someone out to glue it down; not the best job.

Great experience. Shop at home was a great convenience. Next day install.

They were not timely. The installer was very rude. They even had 2 people quit the job while on my property, and had to have another crew to finish the job at a later date.

The salesman came to my home with samples and took measurements and quoted a price. He assured me that the laminate flooring would work well in my kitchen & bathroom and that it could be installed right over my existing flooring. When the workmen arrived @ my home, after accessing my kitchen floor (ripping up part of the floor) they determined that they would be unable to install the flooring in the kitchen & bath as the salesman had quoted. They told me I would have to have someone come out, rip up the existing floor and install a new subfloor. I called Robin the customer service representative, she had spoke to the workmen already. She told me that the workman would rip up the kitchen floor, install a new subfloor and install my new laminate flooring. She they would do this because they had started to rip up my kitchen floor but I would have to have the bathroom floor taken care of myself. The salemen would never tell me how he arrived @ the price he quoted.

Overall I thought the team did a solid job. The workmanship was stellar. They arrived at 8am and worked till 12. The team of 4 had lunch and were promptly back on the job at 1pm. The job was finished by 5:30 pm. They had a project lead with over 20 years experience directing the other team members. It was a very snowy day so they took extra care not to track any unnecessary snow into my house.