Empire Today®

Installed less than 2 years ago. Please look at pictures. Installed by 2 Mexican gentleman, one did not speak any English. Floors are spacing already. I CAN PULL THE BOARDS UP BECAUSE THEY ARE SO SPACED. ONE HUGE CHIP. THERE’S GAIGES IN THE LVT. Spoke with LASHAY TEASLEY customer service who after looking at pictures TOLD ME THIS WAS MY FAULT AND WOULD NOT BE COVERED. I WAS APPARENTLY LIED TO BY SALES REP WHEN HE SAID WE HAD 5 year coverage on install and 25 years on product. PLEASE DO NOT TRUST THIS COMPANY. THEY WILL NOT HONOR THEIR WARRANTIES. LOOK AT HOW BAD THESE PICTURES ARE LESS THAN 2 years after install!! OVERPRICED AS WELL!

The initial visit by John Stroup was quick and efficient. He was very personable and helped me pick the best product for my needs. The installation went very well. The carpet was quickly and professionally installed and looks great in house. I would definitely recommend Empire Today Carpet again.

On 11/30/2020 we had a rep come to our home to give us an estimate and gave him a deposit of $1,434.94 which was immediately deducted from our bank account. On 12/01/2020 we requested to make a change to the order. We were put in touch with the rep that originally took our order. During the conversation he made a comment about how this would affect his commission. I found this to be in poor taste and by the end of the conversation I was so upset that I decided to cancel our entire order which was well within the 3 days that Empire requires. I was told my deposit would be refunded within 7-10 days. I have contacted Empire (12/12 - 12/14 - 12/21) and not one person can tell me when I will get my money back. I have two different confirmation numbers regarding this refund. Also, not one person knew the correct amount to be refunded ($1,434,94). I have been told that the sales manager would return my call to get this situated and that has not happened.

-Salesperson with no samples and zero knowledge of his product. Wanted to get overdue porch job going, however, so booked anyway. That was in July. - FYI: Scheduled installation windows are 8am-6pm, nothing smaller, so take off your whole day(s) to wait. - Cancellation/ wasted day #1: Waited half of the day taken off before job cancelled due to impending rain. (Ok, legit.) - Cancellation/ wasted day #2: Installer called 3 days in advance—Friday morning to cancel Monday— because rain was in forecast! Too late for me to schedule any work for myself. Totally dry all weekend and Monday, so could they please come? Nope. - Cancellation/wasted day #3: Complete no show. Received auto call in morning saying they were on their way within 2 hours. Called customer service late in afternoon/early evening to ask when they were coming. Was told keep waiting because they have until 6 to come. No show. - Wasted day #4 (mid-September): Show up at 1pm. I had to leave before they were done, so left someone else there. See the stunning results of the job after a month and a half, 4 wasted work days, and nearly $600.

After posting my experience on multiple review boards, and sending an email to Empire's customer service account, I have to share that the company did make good. The next morning after my lost work day and horrible customer service experience, I received a call at 8:23 in the morning from Ryan, someone I had never spoken to before. He assured me that they would make this right, and that someone would be able to be at my house around 10 that morning if I was able to get home from work. I adjusted my work day and made it home in time. I then got a call from Stephanie, the one I had left several messages for, who told me that her general manager had asked her to call and make sure I was able to be home for the call. Then the repairman called and gave me an eta on his arrival. That is the most calls I have ever received from Empire, and all within an hour or so! The repairman showed up in a reasonable time, fixed the grout in both bathrooms and was on his way within 40 minutes. My floor looks good again, and I will hope that this is the last time I will need their services. Thank you, Empire, for making things right.

Was scheduled for a Friday. Got an automated call in the morning saying the installers would be there sometime in the afternoon. Then about 45 minutes later received a call from the installation coordinator stating the installers were on their way. Nobody arrived by noon so i called to check on the status, at that time i was told nobody called me but the automated message. I was told they would arrive sometime between 2-3PM. At 3:15 i got a call from the installation coordinator stating that the van with the carpet in it had broken down and he wasn't sure when the carpet would be able to be installed. He said the best thing he could do would be to call me the following Tuesday to give me an update and hopefully schedule at that point. I got an automated call Tuesday morning stating the installers would be there sometime in the morning hours. Meanwhile i had never stated that Tuesday would work for installation. All i was told was that we would hopefully schedule something for the weekend on Tuesday. Luckily my spouse was off of work and was there when they basically showed up to install the carpet unannounced. The installers installed the carpet quickly but did not remove the old padding on the steps which i paid extra for nicer padding. There is an obvious difference in the cushion between the steps and the floor. I was also told by the salesman that he would come to do a post installation check to make sure i was happy with everything which never happened. Was very disappointing in the professionalism with Empire.

Very bad experience for me and still is going on since April. The installers were in and out so fast and no wonder. They were very rough when tearing out old carpeting, caused a lot of damage in my house to which I am still fighting to get repaired. The worse was the damage done to my marble floor in master bathroom, cracked and chipped & a few pieces broken off. Customer service s not cooperating as to a remedy about repair or replacement of 9 pcs. of marble which I had to locate and aren't an exact match but I was willing to settle for, no choice. they were sent the estimate which was in my opinion very reasonable, no response. Now I have no choice but to involve the BBB and hope they can help, so stressed and disappointed in such a large company,shame o them.

The sales person, the product and the install were great. We had the carpeting installed in January. I do not however like the fact they have been calling me once a week for the last few months trying to sell me more. I have asked several times to be removed from their call list yet the calls still come - usually when I am at work. So on that merit - despite the great price and quality install - I will not hire them again because they are annoying the heck out of me and can't respect my wishes to leave me a lone. That is why I am giving them a D score. Otherwise, it would have been an A.

Awful!! Waited over 7 hours for the installer to inform me it would cost an additional 2400.00 over the estimate , then rescheduled a sales person to discuss carpet options , waited 4 hours only to have him call and say he couldn't make it. Three wasted days and no flooring .

Salesman that came out to do the estimate was great. He was having a lot of trouble getting the credit app to go through as it kept crashing on him, so we ended up doing a paper app. Luckily he had to call in, because I wanted laminate but his manager said it would not be wise as I have a mobile home that is not on a foundation and it would shift and end up sticking up. So pleased with their honesty and risking losing a sale. I decided to go with vinyl, looks like laminate and pleased with the finished product. Installation was a day later that originally scheduled because product did not arrive on time, luckily I was on vacation. The installers arrived and were nor aware the would have so much stuff to move as I was told they would move all the big stuff, the vinyl for 2 rooms was all 1 piece so everything has to be out. The crew got it all out and covered as it all had to go outside. They even had to bring some pieces back inside and work around some passing storms. The installers were great and knew what they were doing. The worked quickly and nearly. Overall a great experience.

The salesperson was great when we first chose our carpet. He gave us three dates to install, but they never showed up to any of them. We made another appointment when I called the office to complain, and at that time they told me I wasn't even on the schedule. They cracked a couple of lines of caulking in our tiles when they were installing the carpet. If I had to do it again, I wouldn't go with them based upon this experience.

I was very happy. He had all the points.

Awful they charged more then quoted out of our account and took more out then what we where asked to pay They didn't show Went 5 days over schedule Still arnt done hopefully will be done tomorrow and when they came to fix issues with the laminate they brought the wrong color

After they brought the wrong carpet a few times, they finally did well.

I liked the fact that they left the house in the same state it was in when they arrived which was clean. They cleaned up after themselves. It is impossible to see the seams which is always important for carpet instal. They did the job in one day. The price and service was better than most.

A very knowledgeable and pleasant salesman,Marty Hunnter, came to our house exactly at the appointment time.He gave his "pitch" and we were pleased with price, quality,and warranty. The very next day the installers arrived.as promised.Their work was excellent and they were very good,actually outstanding and they stayed until 8:30 cleaning up and finishing details On a scale of 1 to 10 I would rate the experience a 10! no detail was left undone.

Very knowledgeable. I was very pleased with them. Would I use them again? Most definitely! The installers were great.

We used Empire Today to do our flooring which was set up to be installed on 2 different days since we were having hardwood and carpeting installed. Last Thursday the hardwood installers did not arrive until 10:00 after asking us did we want to be first on the list. We were told it was a 1 -1 ½ day job, 3 days and 3 broken items later it was finished. Wednesday the initial day to install the carpeting, supposed to be 1st on the list again, they were late. Surprise, surprise, surprise?..not. The guys who showed said they could not do the job because of wall units in the 1 bedroom, (after we were told during consultation they would be able to handle them) we would have to break them down. We rescheduled for today and broke down the units and moved 3 of the pieces out of the room. Supposed to be 1st on the list today they show up after 12 after 2 calls to the office. They get here and now want to charge us a few hundred to take our sleep number bed apart and not put it back together. Our response was leave. They called us and said they would do the job without charging us to take the bed apart. We said ok. I don?t know why. They left anyway without doing the job or so much as a word just left . I called Molyneaux. They are more than happy to complete the job. They know all of the details #dontuseempiretoday

They demanded payment up front, would not do anything without full payment even though we had made a deposit. Their system could not recognize our payment. While I was on another floor of the building trying to work it out the workers left, without saying anything to anyone, left the doors unlocked and open! The back and forth on the phone was arduous, given wrong information. There was NO sense of customer service, no understanding, no willingness to make it work. Finally they came another day and laid the carpet. It is already fraying/unraveling in one spot, after about one month!

Salesman, Ken, arrived on time. He was pleasant and did a fine job. I asked about hardwood, I wanted a price but somehow was paying for it by the end of the pitch because I have a hard time with even slight pressure. I felt regret as I was paying for it and by the end of the day I cancelled the hardwood order but this took about 20 minutes wiith someone in TX who wanted to hold my order and give me an additional $500 off. He tried to pressure me in to keeping the order on hold which I really didn't appreciate. Then when I finally convinced him I didn't want it, he placed me on hold for several minutes and after what seemed like an eternity I finally got a cancellation confirmation. The next day the carpet installers came. I saw them cutting my carpeting in the alley on the blacktop and questioned them about having gravel stuck between the pad and carpet. They assured me it wouldn't be. Then I asked him if they had already installed the new pad and he said my pad was better quality and in good shape. I explained why I wanted the pad changed. After a discussion they changed it. They installed carpeting and moved furniture back. I had to clean off paint scuffs from brand new furniture. and pull out some staples outside the office (the carpet didn't quite line up). Later that day I noticed my wooden door and door frame both were damaged from them moving the furniture into them, there was also a large cut into a baseboard. I also noticed a couple loops of berber were already damaged. Overall, the installers were nice but they seemed to be in a big rush which caused the problems. When Empire Today called me two days later to inquire how I liked the carpeting and service I told them about the problems with the door and moulding and the woman said she would have someone from customer service call me. I am still waiting for that call. I am glad I did not get the hardwood because I do not believe the job would have been done to my satisfaction.

Marty showed up and went through the whole Empire sales pitch. We didn't care, we were looking for new carpet to freshen up a house that we were trying to sell. After over an hour, we finally got to talk price. The Manufacturer's retail price was $18,000 for 1,550 sqft of carpeting, but it came down to $9,000 with the half off advertised program. Quite laughable! After an 'advertising' discount to put a sign in our front yard, the price came down another couple thousand. Then a 'call' to Marty's boss brought it down to $5000. When I asked him for his BAFO (Best And Final Offer) he asked me what I had in mind and what my budget was. My response was the lowest price for equivalent carpet and padding gets the job, which he ended up coming down to around $3700. We ended up putting a $200 down deposit just to get him out of our house since he was there for almost 2 hrs. He emphasized that we need to make sure we were comparing "apples to apples" and that the Pendleton carpet line he sold us was 36oz faceweight. We found out (and finally verified with Empire's corporate customer service) that the Pendleton line is Shaw carpet with a 25oz faceweight. I can't stand being lied to!!! I'm sure you'll see the standard Empire response below or that maybe I misheard the sales rep....NOPE, I wrote it down as Marty told it to me and even repeated it back to him to make sure I had it right! Avoid EMPIRE like the plague!

EMPIRE gave a rate of 400.00 we paid for their MISTAKE. Salesmen need to be more knowledgeable on what they TRY to sell people..... Thank you, Debbie Buchanan

Had a free estimate on Saturday at 9:00 am (3/22/14), the girl, Kim, arrived right at 9 AM but looked like she rolled right out of bed. I understand that it is a Saturday and am not expecting her to be in a business suit, but don't expect you to put a grey hoodie on over your pajamas, which is what it looked like this girl do. I was expecting the "used car salesman" type of negotiation based on the reviews I have read, and I was not disappointed. The price started at $12,000.00 and then after several calls to her boss and then her boss' boss the price was finalized at $6100. Of course, this was only going to be honored if I gave her a deposit. My husband and I told her that she was the first company that we contacted and did not feel comfortable giving a deposit and that we were going to look around at other companies for comparison. She kept hounding us for a deposit telling me that if we didn't give her a check that the price they gave would not be honored and also that they probably would not price match any competitor. We went back and forth with her multiple times about not wanting to give a check but she was relentless. She was now at our house for over 3 hours and my 1 and 5 year old children were losing their minds and hungry and I just wanted her out of my house. I finally asked her what would happen with the check (if we did give her one) and we cancelled our order the next day. She assured me multiple times that it would not be cashed and basically ripped up. My husband also confirmed this with her and finally whispered that we should just give her the check to get her out of our house and call to cancel the next day. Stupidly, we did and the installation was set up for 3/26. We looked around and found a local company (whose owner actually came and would be the installer) that would do the same exact work for $4000 and had better quality. On 3/24 I called Empire and talked to Stacy and cancelled my order...she gave me a cancellation reference number and everything. So stupidly, I thought that the matter was handled. Today (3/25) I got an email that the Empire installers would be at my house tomorrow. I once again called Empire and was told that Stacy didn't exist, that the cancellation reference number that I was given didn't exist and that there were no cancellation notices on my account. I cancelled my account AGAIN and was given the same type of reference number...but here is the best part. The person informed me that they will be cutting a check for the deposit that we gave and that we should get the check in 15 business days! When I asked the person who I was talking to why that would be since Kim informed us that our check would be disregarded if we cancelled and never cashed, he informed me that he had no idea why she would lie to us because their policy is to cash all checks and send a new one out in the event of cancellation. Of course, I am livid and want to speak to her boss...but guess what? They will call me back in 24-48 hours and can't do anything about not cashing my check. Oh...and the kicker...when I called to cancel there was miraculously a sale going on and they could lower my price to $5000. UMMMMMM...no thank you. I will NEVER EVER consider Empire Today and will tell everyone that I know about their underhanded sales tactics and just flat out lies and deceitful information. I will also be contacting the BBB if I do not get a call within 48 hours.

Impressed. They were thorough. They didn't cut corners. They were negotiable on price. Offered financing. Gave advice on how to maintain floors.

The sales rep was great! He came on a Saturday and helped us pick out our carpet. The only thing I didn't like was that he wanted to run our credit for approval before we even looked at carpet. I was seriously turned off by that tactic!!! I simply told him that running our credit for approval was premature since we didn't see anything. Luckily, he dropped it and moved on with the appointment. He didn't rush us and helped us select what was best. The installers did a good job. They were earlier than they said and finished ahead of time. The didn't leave a mess behing. We love the new carpet. We would use Empire again!