Empire Today

We had Empire install new carpet in 3 bedrooms. I have been attempting to have warranty work done to correct poor installation for several years. I called and was told by the operator that an installer would be calling me to make an appointment for repairs. After not hearing back for several weeks to a few months, I would call again. I would told the same thing and then again wait for a call. I have called repeatedly over the past 2 years with no resolution. Finally, a few weeks ago an operator made an appointment for me. On the day of the appointment, the serviceman called to say he was on his way. I asked if he would make the repairs today or just evaluation the situation. Mr. Hanania told he was not a repairman but a salesman. He then asked for my email and sent a notice to his supervisors. I was called a few hours later by an operator named Beth to say the appointment could not be kept because Mr. Hanania was experiencing car trouble. (BLATANT LIE) Someone named Michelle finally called and told me that there were NO RECORDS of my repeated calls (big surprise) so they would not honor any warranty. They quoted me a price of almost $400 to correct the installation because I haven't paid to have the carpets professionally cleaned. I have no need to have them cleaned as I do not have pets or children, nor wear shoes indoors. This has been a blatant attempt to avoid honoring the warranty. The level of unprofessionalism, blatant lies, and lack of quality service is unacceptable.

They were quick and fast. They were on time. They did great.

They still have not emailed warranty info. I should not have to and never have had to professionally clean carpet every few months. And the carpet shown was plush and soft but the carpet delivered was thin and the pile was very sparce and was not standing and soft like the sample. It is flat and no softer than hard wood after a few months. It took months to get a response from the company and has proven they sell top carpets but deliver substandard and dont care if the customer is satisfied. I was suckered into a bait and switch sucker deal. Dont fall for their garbage!

Both crews (carpet and hardwood) arrived on time, were very thorough and efficient. Unfortunately, within 3 weeks one of the hardwood floor boards cracked and a piece came out. We have contacted the company by phone and email. It took multiple tries to get someone to follow up. We were told 3 times to expect a call and they did not. Based on a photo they stated that the crack was a 'sight' issue and would not honor their warranty. We asked them to send someone to inspect it in person and despite many calls and emails are getting no reply..

Empire sent only hard flooring installers. Insisted that full payment be made prior to install work beginning. They now refuse to return to complete carpet work saying the salesman shouldn't have included it in my contract. Empire will only provide a nationwide number to their "Customer Service" department. Multiple calls resulted in promises to have local management call me. After two weeks of non-returned phone calls I finally got in contact with the local office by scheduling a new online sales appointment and then having the salesperson put me in touch locally when he arrived the next morning. Amazing that they call you back within minutes for a sales call! Spent another week making daily calls trying to negotiate a settlement with local sales manager. He finally agreed to a reasonable settlement and promised a check would be cut and placed in the mail that afternoon. That was ten days ago and still no check. Every call I place to him, he assures me that the check has been processed and mailed. I have never experienced this level of apathy and lack of consideration from a service provider.

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excellent. sales person was accurate and honest. installation people were on time and worked to our satisfaction.

Carpet is fine, good product for us.

Within the one year window of installation we had to call Empire back because the carpet in the office was badly buckling because it was not stretched properly. After it was stretched a second time it has continued to buckle... SO BADLY to the point where it looks like waves on the carpet. We called back numerous times and were told we would be charged a fee for them to come out and stretch it again. Seriously??? After looking at this horrible sight I decided to call again last month and after being told someone would get back to me, which they did not, I had to call them back again. Again I was told I would be charged to have them re-stretch it. Folks, I have relatives in upstate NY who own a carpet business and I was told that they should come out free to re stretch the carpet to make the customer happy and that 1: it was either a cheap carpet (which my bill and the quality of what we were "SOLD" didn't seem to reflect that, or 2: the installers didn't know how to properly stretch a carpet. For such a large company that has been in business since 1951 I can't understand how they can't absorb the cost of $85. (which they said was a discounted rate they were giving me) to fix this problem. It didn't seem to matter to them that we had to move out the furniture twice, once for them to install and then to repair which was a giant pain in the *** for them to do their work and we would have to do that again. I can not begin to tell you how dissatisfied we are with this company! I wish we had paid more and gone with another company! Oh, and one last thing....when they came out to fix the problem the second time, they cut the seam so poorly that there is separation that not even the glue can hide.

Everything was wonderful! They talked to me about taking out the flooring, moved everything that needed to be moved in the process. They removed the old carpeting and swept everything up. They left me with the beautiful vinyl flooring that matched my home. It was wonderful!

I would grade them overall an A as far as the work is concern, but a D as far as one of their employees stole some of my personal belonging and tried to use it subsequently in order to try to open up a credit account, although it was declined. All that was reported, those report was made, so that's how I rated that. They're swiftly, I mean, you know, they laid the carpet swiftly, there were about 5 or 6 of them, and then they had to go and lay the carpet some place else. The work turned out okay in the end. The price is kind of pricey, I just liked the carpet and I really didn't think it through as far as the price is concerned, but it's pricey, but it looks real good, every body's been complementing me on the carpet. The quality is excellent.

It worked out fine. They did a good job.

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They paid attention to detail. The staff was very polite. I would absolutely use them again.

Don't use them. They were supposed to be hear at 10 am. It was to be a one day job. They was supposed to move the furniture, take the carpeting out, put down the new flooring, put the furniture back, and leave. They never showed up until 4 pm. They thought they were only doing one room. They start ripping the carpeting up. I have asthma, I come home and I go into an asthma attack. The dust was so thick in my house. They never left my home until 1 o'clock in the morning and it was a disaster. That's when we ended up having Bob Berger come in to paint our house cause all the dust. We had to have all our clothes cleaned. It was absolutely awful. They never called me back. The floor does look good. I honestly think that in my bed room towards the back wall, they maybe ran out of the same color and they put a different color in to finish it. So its close to it but not the same. I was fit to be tied. For what they did they were overpriced. For $4000 I would expect much better quality, experience, and not like a bunch of wild Indians coming in ripping up carpeting and throwing it out my window into a dumpster. We had to move the furniture back and they said they don't do that. They didn't even want to put my bed back together.

They did everything except two bedrooms and the stairs. They did a good job, but I wasn't sure if I got a good deal because I hadn't checked with any other companies. The house was sort of a mess afterwards. I love the flooring though, it looks really good.

We've been attempting to have our High Traffic carpet repaired or replaced after less than 1 year of light usage. After 5 attempts and 2 no shows to assess the carpet, we finally got Kayla to assess the carpet and take pictures with a resolution being available in 7 days. Three weeks later we cannot get any resolution after multiple commitments to escalate and get a response. This despite multiple escations and wasted hours submitting requests into Empire's leadership. Two months later, still no resolution. The Customer Service after the job is done and the money is collected is terrible! If you want company to stand behind their product as I do, stay clear of Empire!

I recently purchased flooring from Empire and had it installed this past weekend. I am extremely disappointed in the service that I received throughout the process. First, after numerous calls to customer service, my appointment wasn't confirmed until 24 hours before the team was going to install. I was told that it'd be installed on Saturday the 20th....but no one would confirm it. The service I received the day of was completely unacceptable, especially after paying a premium on the floors overall. First off, the guys started ripping up my carpet and there were clouds of dust in the room. I had to come down to ask them to open the door to let it all out. They were extremely careless in how they were removing the existing material-- leaving debris everywhere. When they finished the job and he asked me to come back to review the work, the floors were covered in dirt and skid marks. On top of that, they moved my furniture to the garage where they were cutting material, and my dining table, chairs and coffee tables were all covered in wood chips. They scratched up the paint on my door bringing the dining table back in. I saw them struggling to bring it into the house- but I didn’t realize they scraped paint off in the process until after. I asked him if they were going to clean up after themselves (referring to the skid marks, dust covered furniture and piles of wood chips) and he said, and I quote, "You gotta do your part too, man" I didn't expect to have to spend 3 hours cleaning my house after installation. Hours later, I opened my bathroom door that was adjacent to where they installed flooring--- and there were piles of wood chips and dust from where they worked and it got into this room. They left a mess everywhere. "You gotta do your part too, man"-- seriously? If that were the case, I definitely would have just installed the floors myself.

It was beautiful. It looked great. They came in and were done in a day and gone. But, as soon as our rescue dogs came in and happened to pee on a spot, it turned the wood black. It was fake hardwood. It was probably made in China, based on what I could find out in the internet. So they came back and put a second floor over that one. Same wood, same thing happened. Within five days the floor was turning black. They came back in and convinced us to use some sort of vinyl. That has worked okay. It will stain, but it works, but it's still not what I wanted. Initially I wanted to go with one inch pine or oak or cedar or anything so that the dogs would walk on it and give it light texture, but they talked me into going the other way. They came out the third time and replaced it with a type of vinyl. I was going on national news about their product and as soon as I told them that, they came and fixed it. Their crew were professional, sales persons were thieves.

Beyond horrible experience that I am still stuck in. 1. Installer arrived at 10:10 a.m. and had 1 guy with him who ended up leaving a couple of hours later feeling ill. The installer remeasured the areas that the sales guy measured and called the office to let them know that they had mismeasured and there was not enough carpet for 2 of the rooms. I WAS NOT TOLD THIS!! 2. By 4 p.m. the carpet was laid out in the living room and hallway with part of the master bedroom laid out but none of it actually installed. I 3. 3:30 I called customer no service to ask them to send installation help. Was told it would be called in to the regional office and I'd get a call back within 30 minutes. Never happened. Called again at 4 p.m. Same results. Called again at 4:30. Same results. Was told regional office closed at 5. 4. Called back at 5:00 and SURPRISE!! Was told "the contract says installation may take more than a day (not true - I have read through it twice and even did a word search). AND was told "they have to come back tomorrow anyway because of the carpet shortage. My response was "what carpet shortage?" Surprise - regional office was supposed to call me after they were notified at 10:30 a.m. of the lack of correct carpet sent. I asked what they were going to do for me for all of the inconviences and they offered a $50 credit. SERIOUSLY: I then lost it and had a "come and meet Jesus through this Irish blooded woman who has had it with the incompetence today" lashing out at the supervisor of customer service. 5. The crew that arrived to put in the kitchen and bathroom flooring had to be turned away because the carpet installer had furniture still in the kitchen. Carpet installer was told at 11 a.m. before putting furniture in the kitchen that it needed to be out by the time the other team arrived at 3 p.m. to put in that flooring and was assured it would be out by then. 6. Carpet installer worked 12 hours yesterday basically alone and has only completed about 2/3 of the job. Customer no service first offered $50 and now $100 rebate for their multiple screw-ups. Totally unacceptable. It is 9:30 a.m. and still no call backs received this morning - and as a reminder the local office was notified at 10:30 a.m. yesterday there was a problem.. I have informed their customer service that I need some serious attention here and a lot more than $100 for their screwups and that if they don't give me real customer service that I will cancel the other flooring and get a refund.

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Great! I scheduled an in-home consultation online on a Friday and saleswoman Lisa Stitcher came out on Sunday with her samples.
My husband and I had been thinking about installing hardwood or bamboo, but Lisa pointed out some problems with those products on a slab foundation. Also, we have vaulted ceilings in the living room with high windows that let in a lot of Georgia sunshine. She said hardwood might fade unless we had the windows UV coated, which we don't want to do. It was nice that she didn't just sell us something, but actually shared her expertise with us.
She showed us beautiful high-quality laminates that look like wood, but which will stand up to Georgia sun, our pets' claws, and wet footprints from people coming in from the pool.
We negotiated the price because it started out higher than we expected. She was able to call her boss on a Sunday to get approval for the new price. She was also able to schedule the installation for the next morning!
At 10 a.m. on Monday, a team of three guys showed up and started moving furniture. By 3 p.m. they were done. The floor looked terrific, the job site had been cleaned, and my furniture was back where it started.
These guys were craftsmen because we had a tricky spot around our fireplace where the old laminate met the fireplace stones. When our new floor was done, it looked perfect! We were very impressed with their attention to detail.
Could we have gotten the job done cheaper elsewhere? Maybe. I had originally looked into buying flooring myself from a discount place then hiring someone to install it. However, the first guy I called wouldn't install bamboo and didn't explain why. Then I priced all the materials needed for an install from the discount place, and it was surprisingly high. I also had no idea what to do with the old laminate if we ripped it up ourselves. Empire took care of everything, and if I ever have any problems, I can just call them.
I recommended Empire and Lisa Stitcher to a friend, and she's very happy with her new flooring, too.