Empire Today

Don't use this service please I don't even know how these people are still in business after reading the reviews, and one of the people ended stealing my sons games.
Jan 13th, 2022

Do yourself a favor and dont bother with the headache of using this company. We have hade multiple negative experiences and they still havent been resolved. Our sales Rep Wayne stopped returning our calls in the middle of an order we were placing. We never heard back and were left wondering the status. We were charged a deposit, waiting over a month for follow up. Finally we had to call servicing for resolution. The carpet we had installed less than 2 years ago is lifting in the center of the room, and I cant get anyone to return my calls once again. Poor service and poor product quality. Find another company.
Oct 27th, 2021

We purchased a higher end carpet (3 years ago) and with in 5 months it started matting. I called and with the beginning of Covid I couldn't get anyone out to look at it for a few months. I didnt want to clean it because they would told me that was the problem, I didnt want any excuses for the problem. When they came out they said it was because I hadn't had it cleaned. Even the area in the furthest part of the house away from the entrance had matted ( in the master bedroom). We purchased this home with new cheaper carpet which is still in the 2 of the bedrooms 12 years old and that carpet looks better then the carpet we purchased from Empire. They told me to have it cleaned and then maybe they would come look at it again. We are not messy people and I felt insulted like I didn't know what I was talking about. We had Frabrica Carpet in out last home, my neighbor years ago was a part owner of Catalina carpet whom my family purchased carpet from for our Home and Restaurant. I will Never purchase anything from Empire again. Horrible customer service, and I was obviously lied to about the quality of the carpet. I had just found the receipt for this purchase and it reminded me of how upset I was. I wish I would of followed through back then and posted on social media about this company.
Mar 20th, 2022

Save yourself and choose another company! It took TWO YEARS to complete the job (6 rooms). Of those 6 rooms 3 needed to be completely redone. They canceled at the last minute 3 TIMES. They scratched the floors and tried to blame us when we werent even in the room. During the last installment they were rude and refused to wear masks, and of course Empire has no response. They also broke a beam in my bed and my exercise machine no longer works, and again no response from Empire. It took them 2 days to complete one normal sized room bc they kept leaving to do other jobs. The contractor blames Empire and empire blames the contractors.The customer service sucks, it takes weeks to call back. Now a fourth room needs to redone bc the floor is bubbling. Please heed this warning. It is not worth the time, stress and damage to furniture. I also have to repaint one of my rooms bc of scratches on the wall.The picture below is an example of what they cover instead of fixing. I realize that Im no expert on flooring but Im pretty sure its not ok to pretend that that is normal. THEY SAID IT IS NORMAL TO JUST COVER SPOTS LIKE THIS WITHOUT REPAIRING FIRST, and they said they cover spots like that all the time! I had to stop them and ask them to repair it and the worker told me not to complain for taking so long!
Sep 28th, 2021

I have always been the person to sort of roll my eyes at extravagant complaints, thinking there must have been some kind of miscommunication or over exaggeration. I was wrong. I was naïve to believe that established companies would blatantly lie or flat out refuse clear communication to their customers. We signed a contract with Empire for vinyl flooring. In our living room we had laminate flooring and a 9x12 carpet inlay. We specifically asked the sales rep how they would fix the difference in level and he assured us there would be no additional charges. When the contractor came he said they would not be demoing anything and instead be gluing the new vinyl on top of the old floor and he would purchase plywood to fill in where the carpet was and this would cost an additional $500. Now, Im not going to ramble on about this ongoing argument with them. Empire refuses to provide an itemized receipt for the additional charges we specifically told the contractor we would not sign for and a deduction for the demo they didnt provide. The contractor himself said yeah, a lot of people we see have issues like this with Empire. The customer service harasses us weekly, each time a different associate and never receiving any kind of confirmation on the communication with the previous person. If you email them, they just call, even when I requested documented communication. I beg you, support small business. With the current economy, unemployment, the best thing you can do for yourself and your community is to not use these big box corporations. The contractor hired by Empire, PHENOMINAL. Empire is rude, unprofessional and incompetent. From their sales reps to their management. It is very clear the entire company has piss-poor communication even within their own departments. I promise you will not gain anything from a company at this scale that you would not receive from your local provider.
Sep 21st, 2021