Empire Today - Tucson

Fantastic

The flooring is absolutely beautiful. And the install was completed efficiently. The entire process was much easier than going to a store and bringing samples home. Will definitely use them again.

Have not heard a response yet. The vinyl is here in my hallway waiting to be installed. The warped wood under layer needs to be replaced first like I THOUGHT. Still waiting to hear from a different crew who can replace it. Then they will be able to install my new vinyl flooring into my bathroom..

Never showed up or no phone call.

Price is high and it's not always easy to contact a person however the consult through to the work was very smooth. There was an understatement in my tile needs, so currently waiting a week for new material to finish a couple areas. Workers were clean and prompt.

We recently hired Empire to replace a carpet runner on our stairs. We got called immediately for an appointment for a salesperson to come out. The sales experience was fine and we ended up signing a contract with them. After that, the entire experience has been a nightmare. We were supposed to get the carpet installed July 7. On July 3, I got a text asking me to confirm my appt and later we got a confirmation text so I thought everything was fine. I never got any other notification from them. On July 7, I called in the morning to find out when they might come and they told me they couldn't reach the installer or the local office but had left an urgent message to have someone contact me. No one ever did. Called back several hours later and got the same thing - they couldn't get a hold of the installer, etc. etc. Waited until 3:45 and called again. Was on hold over an hour only for the person to tell me my install date was July 8. I told them "no way" as I had a text confirmation for the 7th. They too could not get a hold of the installer or local office so they said my install would be July 8. I definitely did not believe her so I asked for a local number to contact. She gave me a local number to call but it went to voice mail so I left a message and got no call back. I also left a voice mail & text with the salesperson on July 7 but didn't get a response until July 8. He told me the local office doesn't do installs on Thursdays so it could not have been scheduled for July 8. He gave me a direct # to the local installation coordinator. I called her and it went to voice mail but she did call me back on July 8 and say she'd try to get to the bottom of it. They did not have me on any install list for July 8 but could get someone out on July 9. We were not going to be home July 9 so we rescheduled for July 12. On July 12, 2 installers showed up with our runner just heaped in the back of a pick-up truck (it was not rolled up or covered, just literally "flung" in the back of the truck). I went out and the first thing I noticed was that it wasn't bound. I told the installer that it looked like the right color but that it wasn't bound. He looked at his paperwork and said "nobody told me that". He came in to measure the stairs and said he'd take it to the binder and tell them ASAP and then come back on July 14 to install at around 11 am. I was pretty upset and left messages for both our salesperson and installation coordinator to find out what was going on. Well, it's now 4 pm on July 14 and no installer and no response from anyone at Empire. I contacted our salesman and installation coordinator again today as well as local customer service and have not heard anything again!! This is THE WORST customer service experience I have had in a very long time. I finally got through to Empire's corporate office to ask for a full refund and to cancel the contract. It turns out 2 charges hit my credit card - one from corporate for the deposit and a smaller charge a couple days later from the local Empire office. The person I spoke to had no record of the smaller charge and could only refund the original deposit. So, since nobody in the local office will return a phone call, I wonder how long I'll have to fight to get the local charge refunded, a charge I have no idea what it was for. All I can say is I will NEVER hire Empire again.

quick and good work

Nothing in writing.

Very easy to work with - great quality materials- timely- thorough- and affordable

Installers broke the toilet, used my expensive cloth to clean up their mess, left a mess, grout and caulking improperly done. Many no shows.

Started out nice in the beginning. Then turned out to be a terrible experience and no call back. Like the right hand doesn't know what the left hand is doing. And what company demands ALL payment before a project is even begun? Turning out to be something I had to follow up with numerous calls and at this time would not recommend them. Postponed for a month just to not have to deal with the incompetency and misinformation during these confusing and already stressful times.

Have not had the floor installed yet, but the 1st impression was excellent and the price was right. so far a ?

The carpet was installed fine. The installers called me two hours before arrival to let me know their arrival time and they should up when they said they would. It took them two hours to do three bedrooms and two closets. The carpet looks fine. My issue is with the manners and the cleanliness of the installers. One, they used my bathroom without asking. On top of that, they didn t lift the toilet seat and peed all over it. Then, they didn t bother flushing the toilet. I didn t even know they used the toilet till after my wife tried to use that toilet later in the afternoon and noticed the pee everywhere. Disgusting! Second, they left plastic wrap all over my front yard and in the street. Third, the installer showed up at my front with a cigarette in his mouth. His cigarette smoke went right into my house. Unacceptable! I have tried calling customer service a few times now and no one answered the phone. Won t hire again.

Great experience. Would recommend.

They agreed to give us $200.00 dollars credit of the total bill for being late 3 times,they took week extra then the projected time and they didn't issue the credit, yet. . So we had to open up the dispute claim with them. They promised to give the credit and they didn't. At least they should keep their own words. I would never hire them again.

I have had them out 3 times after installing both the carpet and my LVP. Carpet was not fully tracked down. LVP caulking was sloppy with huge gaps and caulk left on the baseboards. Huge planks were not properly glued down. Very expensive. Customer service is great.

Experienced installer. Did a beautiful job.

Notified me every step of the way - - - emails, phone calls, and personal service by the sales advisor (Kathy). Gave me suggestions, listened to my concerns, and provided EXCELLENT customer service. I am so happy with the carpet, installation, and service!

Great company, had a great selection of carpets. Had the exact type of carpet I was wanting and was able to install in a few days!

There was a little delay in getting the work done, but it ended up all good

man knew how to do a great job & he did it

installers and sales person were very professional

Carpet is good quality and the installation team did a nice job. One major glitch occurred—the order called for #8 padding but the installers came the first day with #6. They had to return the next day to lay the carpet. They completed the installation at 10pm. We appreciated their perseverance to finish the job on the second day.

Not completely satisfied with final installation