Empire Today

unknown

H-O-R-R-I-B-L-E. The sales rep was kind and professional. And then the nightmare began. 1. Empire's bid was consistent with 2 other flooring company bids. However, the sales rep committed to a quick install (Friday/Saturday). Home is going on the market shortly thereafter. 2. So we chose Empire (quick turn around). 3. Empire was to give a 2 hour notice of when they'd arrive so I could drop what I was doing and drive an hour to meet them. 4. The day of the install, the ceramic installer called and gave a 30 minute notice. When I informed him I'd be at least an hour, he informed me that although the sales person quoted a 2 day install, there was "no way" he could complete the install in 2 days. I informed him the only reason Empire (with it's bad reputation) got the job was due to the quick turn around (I was desperate). 5. After 45 minutes, the installer called to tell me Empire was sending a bigger crew so the work could be completed on time. Phew! 6. The new installer called 2 hours later, saying he'd meet me in 30 minutes (again, I needed an hour to commute to the home). 7. When I arrived, there was again 1 installer. (I'm not sure if HE was bigger or taller, or what made his "crew" bigger, but again. One man for a 3 person job.) He informed me he could not complete the install in 2 days because he had no crew. 8. I called my sales rep, but he couldn't help. He told me to call the main number and talk to the GM. I called that number, but the person who answered the phone didn't know how to reach the GM. And since I didn't have his extension, he was unable to help (and very rude). 9. The job proceeded. But, wait. Where's the vinyl? How will the vinyl installer make it up to the 2nd floor while the first floor is covered in ceramic tile being laid? 10. On the 2nd day of the job (when the ceramic was being grouted), Empire's automated person called to say the vinyl installer would be there in the afternoon, but they didn't know what time. Press 1 if you have an issue. 11. I pressed 1 and a very sweet, demure gal answered and asked me my name, address, etc. at least 3 times. When I became impatient and tried to explain that I wasn't sure how the vinyl would get in the door and up the stairs when the entrances were all being laid with ceramic, she was confused. 12. Ultimately, I asked to speak with a manager. After holding for several minutes, I was disconnected. 13. The sales rep informed me that he just sells, I'd have to talk to someone else about the install. But there was no way for me to get "inside" and speak with someone who could help. 14. WORST OF ALL, you must pay in advance for ceramic tile. So, at this point, they have my money but I don't have the product. And there is no where to go for recourse. PLEASE DO YOURSELF A FAVOR, just call another flooring company 2 weeks before you need the flooring and save yourself a headache. Empire really is the worst company you could choose for flooring.

They missed the first appointment, no call and no show. Empire called back a few days later apologizing and offered a $250 coupon off services should we decide to buy. They rescheduled for a few days later, and the guy showed up 15 minutes after the time window had ended - an hour after he said he'd be there. He shows up at 9:15pm on a weeknight and maps out our house. He gave us the "cheap" options and more expensive options. Of the cheap options, we wanted quotes on two of them. One of them qualified for their 50% off sale and the other didn't. So, the one that was "cheap" but didn't qualify for 50% off was almost $21,000 to floor the whole house except kitchen & bathrooms. We need 1131 sq ft of flooring. $21,000!! The "half off" option (a different floor, but still their cheaper option) was nearly $10,000 at half off for that floor. RIDICULOUS that flooring a house just over 1100 sq ft would cost up to $20/sqft. That is not right. We told him our budget was $3,000 and he decided to take up our whole night and quote us at $21,000 anyway for one of their cheapest floors. Needless to say, their service was unprofessional, unreliable, and outrageous at that.

We had flooring installed in our bathroom and carpet in our bedroom. When the installers came out to install the flooring in the bathroom we were told that they could not cover a hole on the bathtub with the tile. We asked if they could just put a piece of plywood to cover it up and glue the tile to it. The installers told us that was considered custom work and they don't do that they just lay the tile. Well I made a complaint about it and they said they would send them back out to finish the job. They did come back out but told us the same thing. I was told they would reschedule to come back out again. To this date they still have not been back out to finish the job. So the bathroom is not finished. Now we move on to the carpet install. The day they were supposed to come install the carpet in the bedroom I waited around and never heard anything from the installers as I usually do first thing in the morning to let me know what time they will be arriving. Come 2pm I Called them just to find they had took it upon themselves to cancel my carpet order. I never called to cancel I actually called to confirm the install date. This is the second time I have used empire today and this is the second time they have canceled my order. Thought I would give them the benefit of the doubt but guess I was wrong. I highly do not recommend using empire today carpet nothing but a hassle. Guess I was not one of there 2 million satisfied customers.

Their timeliness and their installation they did an A plus job but as far as the quality of the carpet that I think I paid for was more a B or a C. I think the price was good. They showed up when they said they would be here. Their installer was good and I didn't have any issues with him and like I said the installation was good and the guy was polite. For what I paid for I don't feel like it's lasting as well as what I really expected.

They missed the first appointment, no call and no show. Empire called back a few days later apologizing and offered a $250 coupon off services should we decide to buy. They rescheduled for a few days later, and the guy showed up 15 minutes after the time window had ended - an hour after he said he'd be there. He shows up at 9:15pm on a weeknight and maps out our house. He gave us the "cheap" options and more expensive options. Of the cheap options, we wanted quotes on two of them. One of them qualified for their 50% off sale and the other didn't. So, the one that was "cheap" but didn't qualify for 50% off was almost $21,000 to floor the whole house except kitchen & bathrooms. We need 1131 sq ft of flooring. $21,000!! The "half off" option (a different floor, but still their cheaper option) was nearly $10,000 at half off for that floor. RIDICULOUS that flooring a house just over 1100 sq ft would cost up to $20/sqft. That is not right. We told him our budget was $3,000 and he decided to take up our whole night and quote us at $21,000 anyway for one of their cheapest floors. Needless to say, their service was unprofessional, unreliable, and outrageous at that.

unknown

unknown

unknown

.

It took 4 phone calls to get anyone out to look at the carpet.  They kept getting caught up in the fact that since we didn't put the carpet in, we were not eligible for warranty work.  I was ok with paying to do it ourselves but each time I called, I had to explain our situation again and no sales rep would call us.  When a sales rep finally did come out, he explained that their carpet is made just for them and this carpet was now out of stock.  They would not be able to piece repair.  Their suggestion was to choose a different carpet which would have entailed redoing the entire house.  Not an option for just a small tear so we'll live with it.  I would not chose them as a vendor if their carpet changes that often and they have such poor quality customer service.

I love the carpet, but my insurance company wants an itemized bill, and they refuse to give me one. I am waiting on their phone call today if, I do not here from them, I will file a complaint.

Very well! Rep was knowledgeable and professional. All paperwork done right in home. Had several carpet samples to choose from. Installers were awesome! Very skilled. They were running late but they called to inform us. Very appreciative!

Sales person was extreme professional and knowledgeable. The installers were too and productive. I also like they are quick to respond to your service needs.

What an awful experience.  I wish I could keep this short, unfortunately this has gone so badly I don't even know how to be succinct.  I will just let an outline of the experience speak for itself.  Keep in mind that I work full time so every time I have to make arrangements for someone from Empire to come out, I have to make arrangements to STAY HOME whether they show up or not.:
Dealing with the sales person was only mildly painful.  It's amazing how high the initial quote is, and then when you tell them what your budget is the price magically drops to that number.  Signed contract on Monday to have carpet installed on Saturday.  While going through the paperwork on Friday before we noticed the sales person put the WRONG DATE on the contract.  If we hadn't caught that we would have been waiting around on Saturday with no one showing up.  Called the salesperson, he got it fixed last minute.  Foreshadowing things to come.

Installers came, were there all day, but there was a shortage of carpet.  So they had to come back and finish the job the next week, and left part of the house with just padding.  They also left razors, staples, and tools behind.  In my kid's room.
I scheduled the time for them to come back and finish the job.  No one showed up.  No call, nothing. (No call/No show #1)
 Tried again the next day, they showed up, made the repair, I gave him his tools back, and he left.  This was not before one of the installers mysteriously wandered off.  I don't know what that was about.
We then noticed in the daylight that there was a very visible seam in the carpet that needed to be addressed.  Called customer service, the called back 2 days later to set up a time for an installer to come out and take a look.  Had a call on the morning they were supposed to show confirming the time, but alas, no one showed up, and no one called.  Nothing. (No call/No show #2)
 Schedule another time for the installer to look at the seams.  He shows up, verifies the issue and recommends re-carpeting 2 rooms.  Fine, looks like they're going to fix this.
I wait another week or so (I lost track at this point) to hear back from someone about the repair.  Finally I hear back, and a manager would like to come out and look at the seams for himself.  So I schedule that.  He comes out and decides that the rooms do NOT need re-carpeting, but that the seams can just be repaired.  So okay then, whatever you say, let's just get this fixed.
I schedule the repair.  The installers come out to do it and decide that in fact they CANNOT perform the repair, and that the first installer was indeed correct, they need to re-carpet the 2 rooms...So no repair made.
I schedule appointment for the installers to come out and re-carpet the 2 rooms.  They show up, do the install, but they didn't bring enough carpet for the walk-in closet.  Since it has now been over a month since the original install, the carpet the brought was from a different run, so the color/shade were slightly different (which I expected).  The problem is there are now 2 shades of carpet butting up against each other because they didn't bring enough.  So now there's a very noticeable line where they meet in the bedroom.  So great, they're going to have to come out again to re-do the carpet.
At this point I was concerned about getting it done as soon as possible to ensure that the carpet that is put in the closet IS from the same roll as the carpet they put down this second time.  So I make the appointment immediately to get the closet done.
Installers come to do the closet.  Wouldn't you know it, THEY DIDN'T BRING ENOUGH CARPET.  For a closet.  So once again, I had to schedule ANOTHER time for someone to come out and do the closet.  I asked the installers to please call right then and there to ensure the carpet was ordered.  Only thing is, this was not before one of the installers CUT the carpet at the doorway to look at it.  So he cut it before he even measured to ensure he had enough to repair it, and now the newly installed/repaired room has a rip in the carpet.
I schedule and confirm the appointment to get the closet re-carpeted.  The morning of the install I get a call saying that they DID NOT order the carpet, and that they would have to reschedule the install for the next day.  Of course, what else could I expect.
The adventure continues:  I reschedule again to have these guys come out to re-carpet the closet.  At this point I've spoken with the "Installation Coordinator" who assures me they'll be out, and allows me to choose the time they'll come out (usually this doesn't happen, you just have to wait around all day for them to call you).  I choose after 4:00p.  I receive a call THAT MORNING saying he's on his way.  Apparently the installer didn't get the "After 4:00 PM" memo.  I tell him no, no one is there (I'm at work at this point), and to please come out after 4:00PM.  He says okay, and that's that.  Later that evening, at 4:30 when my wife is home and the installers haven't shown up, she call "customer service" again to find out what's going on.  They check and Lo and Behold, the installers AREN'T COMING.  Because of a "miscommunication."  AND we never would have known they weren't coming had we not called them to find out what's going on.  (no show #3).  It's amazing, the stupidity of all of this.
If you're still reading at this point, it's just mind boggling isn't it?  
We reschedule again at our earliest convenience (the following week).  This is after talking to someone else in the organization who....I don't even know what her job is there, but somehow the repair was scheduled, they showed up, replaced the carpet and left.  End of story.  
And it only took 52 days to get it right.
At no point has anyone offered any compensation for the inconvenience, or all the days that I've had to stay home or come home to meet the installers even WHEN THEY DIDN'T SHOW UP OR DO ANY WORK.  They've offered a paltry refund, which we find wholly inadequate. My wife has asked for a full refund on the installation (just the installation, not the price of the carpet), but we've heard nothing about this, and have no faith that they'll make this right.  In the mean time I'll be discouraging my friends, family, and co-workers from doing business with them.  Just terrible.

unknown

First the workers reported on time as scheduled, but had the WRONG color of carpet.  They did return the next day with the correct carpet and installed it nicely, until they came to our stairway.  They broke the wrought iron stair railing, and did not secure the railing properly.  We had to call the company to report these issues and are waiting to see how they will correct the damage.

Because of our experience, we gave them a "C" for quality of work not of quality of the carpet.  Although the workers worked well, it was not acceptable for all of the damage done.

Scheduled a in-home consultation yesterday for this evening between 7 and 9PM. Just got a call from Troy the salesman who asked if he could come earlier because his dog has a dog class in Fishers at 7:30PM tonight. Uh, no. After reading all these reviews we are staying FAR FAR FAR away from these people. Pretty sure this is a job and you can get someone else to take your dog to dog class. I'm not unreasonable but don't be obnoxious. Completely unprofessional! I'm just glad they were acting like this earlier before I paid them anything or this man got into my home!

unknown

There were two crews sent. One installed the linoleum and the other the carpet.
Both crews were great, friendly, and cared that the job was to our satisfaction before they left. We were pleased with the results and would use them again in the future.
There was a scheduling issue, but was corrected and they went above and beyond to apologize about it.

.

The installation of my carpet was done by Flores Flooring LLC for Empire Today. The work on my stairway was so badly done that it has to be completely replaced and there was considerable damage to walls that I had just had painted, including a couple of deep gashes. I am very sorry I did not do more research before I hired Empire Today. My overall experience was so disappointing that I am now questioning everything about the company, including the quality of the carpet. And in light of information which, regrettably, I read after-the-fact I suspect that I paid much more than I would have had I hired someone else. Because I take MY responsibilities seriously I will pay for the work when I get the bill, but with a great deal of reservation.
I was told the work would take several hours and, because I was in the way, I was encouraged to leave while the carpet was being installed. When I came back, after about five hours, the head of the the installation crew was also returning to haul away trash from the job. At that point there was still some installation work, and a lot of clean up, to do. I assumed the boss would be back for the promised walk through when the job had been completed but he, and two of the four workers, left soon thereafter and did not return. The remaining two workers seemed surprised that they were expected to replace the furniture that had been moved. I had to essentially walk them through replacing all the furniture, doors a screen they had removed. They said they could not replace the closet doors, so that was not done. I showed the worst wall damage to one of the installers and asked about having it repaired. He emailed a photo to his boss, and I also sent a lengthy email to him, but I never heard from him. I had to do a LOT of cleanup after they left. There was carpet dust and carpet debris everywhere, including on my furniture. I even found a piece of my bed frame when I removed an HVAC vent to clean out the carpet debris. I also learned when I tried, unsuccessfully, to hook my television back up that the cable wire had been damaged so a cable person had to come the next day and replace it. All-in-all a very unprofessional job. 
When I did not hear back from the installer, I tried contacting my sales person but she said she couldn't help and told me to call the 800 number. I called and explained the situation and was told someone would get back to me within 2-4 days. I said that was unacceptable and that I was considering withholding payment. So they said someone would call within two hours. Three hours later I called again and, after being on hold for 20 minutes, went through the whole thing again. I was put on hold two more times while they tried to contact someone who could help. There was no response so I was told they would have to call me back. It was suggested that I just email some photos of the damage but I said I wanted to talk to someone who could address my issues. Several hours later, the third person I talked to was finally able to set up an appointment for an installer to come inspect the work. The person who came to do the inspection agreed that the work on the stairway was unprofessional and that the walls needed to be repaired, but he couldn't tell me when. He also managed to easily replace one of the 'un-replaceable' closet doors. I am now waiting for a call to set up a date and time for the stairs to be re-done and the walls repaired.
I had to pay the entire amount before work began (which I will never do again), but I never received a receipt for my payment nor did I receive any warranty information for the carpet.  I noted this when I called and was told both would be mailed to me within 15 days, later amended to 7 days when I pointed out that that time frame was ridiculous. I don't know if Flores Flooring works exclusively for Empire Today, or if they are an independent contractor but I would never hire them, or Empire Today, again. Nor can I, in good conscience, recommend that anyone else do so.

.

I thought going with a seasoned company like Empire Today I would have a smooth experience but it was anything but. Karen Guerrettaz was my Authorized Contractor and I felt that she pressured me into a quick sale that I wasn't comfortable with. Her technique was to show me limited options and tell me I would get a discount plus padding upgrade if I bought NOW. Karen also told me over and over what a great job they would do on the stairs but the installers said it wasn't possible to do the tight "hollywood" install as she had explained. I don't believe that Karen cares about the client experience because the paperwork she gave me didn't even itemize what I had purchased! I was initially only wanting an estimate to compare my options. Shame on me for trusting her and letting her convince me to buy. When they came to install they were trying to put in padding that didn't have the spill-guard upgrade I was promised. I got the run around from customer service with some excuse of why the padding they brought was better...thicker padding is not better in a basement where ceilings are already low. It wasn't what I wanted. It wasn't what I ordered. And no one called to tell me about the change or even ask if I was okay with it - They left it up to me to figure out. What a hassle! They did come back with the right padding later in the day but the installers were grubby. I offered to let them use my shop vac but they did not vacuum after the old carpet was removed like I asked them to do (and like they said they would do!). So I fear the floor under my new carpet/padding is dirty and now I just have to live with it. After researching more online I realize I could have gotten the job done for much less expensive. I still don't trust that I got what I am paying for. They did take a little money off after I complained over the phone but not enough to make it fair. I definitely will NOT use Empire Today ever again. I got my carpet but am very unhappy with the experience overall.