Empire Carpet

I only give this company one star because that is the lowest rating. Paid almost 10,000.00 for new carpet and tile in our new dream home. The tile contractor cut the tile on our lawn staining it from the run off. They also left about 100 pieces of razor sharp tile shards in the grass for my children to find.

I wanted to be happy and leave a good review, unfortunately that is not how our experience ended. We had a positive experience with the sales agent and picking out our flooring. We opted to be financed, were approved and paid our deposit. Installation was scheduled for 3 days later. We worked all weekend to move everything and get things ready for the installation. The installers show up, we verify the product and they ask how we are going to pay. I tell them we are financed. They go outside, come back in and start measuring. Then they ask again, how are we going to pay. My husband tells them, we are financed! So they go back outside… they come back in to say they called their boss and we must pay them by cash or check. I tell them I have all the paperwork, we were approved to be financed and don’t owe them anything. They say they are unable to do any work because their paperwork shows COD. My husband calls our sales rep, whom proceeds to tell us that we are COD and must pay before any work begins. My husband reminds our sales rep of the fact we were financed and the sales rep begins to yell. My husband hands me the phone because he is unable to communicate at this point, I tell the sales rep that it’s me and try to talk and the rep hangs up on me. At that point, we told the installers to leave, we are cancelling our service. The sales rep calls back to say WE WERE RIGHT and he made an error on the paperwork. We told him it was too late, we told the installers to leave and we were cancelling our order. He then tries to give us another discount if we re-​scheduled. We said no, we are done!
I can’t believe this company treated us the way they did. What happened to «the customer is always right»??? My experience with them was horrible, the sales rep was VERY unprofessional and I would never recommend this company to anyone!

Mark C came to our home to estimate carpet for our family room addition which is about 400 sq feet. Mark was very good, and helped us hone in on the perfect carpet for our room really quickly. We took advantage of the 50% sale, and the final price seemed very reasonable in terms of cost per square footage for premium carpet and a thick pad. Our install date was scheduled for Wed 1−3PM. The crew called and said they would be late about an hour and half later than 3PM. When they showed up the installer was complaining he didn’t think Mark specified the right amount of carpet and was short on the room. He then drew up what looked to me like a crazy carpet plan for the room that included a section of four very small rug sections — which just seemed nutty. He then said since they didn’t have enough carpet they would have to do it later Sat or Sun… Ugh. My fiancé’ came home and was furious that our house would be in disarray so long. I planned on calling Mark the next morning. At 8:30AM the next day a husband David and wife team showed up to install carpet. This was great I didn’t have to call. They came in and worked methodically and did a perfect A+ job on the carpet install. I would have given 5 stars except for the scare the first install team gave me. They really frightened me. For anyone deciding to use Empire, I would recommend you request a good installer with a good track record (maybe David and his wife). I just have the feeling the first team that came out did not know what they were doing, and I was lucky they were running late and they gave up on the job and I got the husband and wife team.

Very disappointed. I had an appointment this evening and they just blew me off. No show, no call, nada. Other smaller companies held their commitment, but Empire couldn’t.

Do not use Empire! The condo was vacant and we expected them to finish in a day — it was only a 900 sq foot work. Two men showed up but only one guy did the work. Only the first floor was finished on the first day. The next day, after about 2 hours of arriving, the installer said he had an emergency and had to leave. No replacement was sent — his partner could have stayed to finish the work but did not. It looked like they did not do much work. No show the next day either. We called Customer Service who referred us to the Manager. Finally, someone showed up to finish the work. We complained and asked for some credit. Save yourself the aggravation and go elsewhere. This company should close down.

I am so happy with the total experience. Matt very professional and courteous came to give the estimates. Which were very reasonable. Pablo Edgar and your team did an excellent job. I recommend Empire carpeting to anyone out there looking for new flooring excellent selection. The most pleasant experience installation I’ve ever had. They got it done quick and I was back in my home happy. Thank you Empire carpet

I can’t even comment on their installation or quality of goods or service, since I have received NEITHER. I never even made it to the in home sales portion. The company called and cancelled their appointment TWICE within an hour of the scheduled appointment time, and told me I needed to reschedule…
I both called and emailed the corporate office, with the same response. Nothing. Although I did get a form email stating if I rescheduled today, I would get a coupon for $ 200 off installation services. This company is horrible.
Don’t even bother.

They are the WORST!!! So when we bought they came out and gave us a $ 15K estimate for all new flooring throughout our 1500 sq ft house. We said no way. The pushy salesman makes a call to his supervisor and comes back with a $ 9K quote ($ 5500 for hard wood and 3500 for carpet everywhere else). Poof! $ 6k off the price. Fine. So they come and do the hardwood and did an excellent job. Carpet guys come and it takes them 2 full days to carpet 700 sq ft plus a small stair case. Half the crew just screwed around the whole time on their phones. They even watched our upstairs tv while «working.» At the end of day 2, I get home and notice none of the baseboards are complete. Either they didn’t caulk them or nail them to the wall. Some ended 2 inches before the end of the wall. It looked like a bunch of kids did it. The supervisor told us he ran out of time and we could just finish it. WE COULD JUST FINISH IT. WHAT??? They also left nails and other sharp objects all over their place. I paid extra for them to move furniture. I expected them to actually move things out of the way. Instead they just stacked all our upstairs lamps, chairs, books and tables in our two bathrooms. They put our lamps in the bath tub. Really?
So I call customer service and they send out another crew who fixes everything. That guy tells me Empire uses subcontractors and it’s the luck of the draw. He said the carpet crews are generally terrible because they use lower skill crews. He said wood guys are typically better. But he said they send out whatever sub they want and you can’t look them up before they arrive.
A couple of other things: they won’t tell you what brand of product you are buying. They claim it’s like stain master or like pergo but it’s not. Our laminate floors were horribly scratched in just a year. All our baseboards were falling apart. Our carpet felt cheap. Also forget them standing by their products. I was only able to get them to finish their product because I sent a detailed email with pics. Customer service blew me off when I explained over the phone what happened.

Update: I sent a letter to Corporate and within 4 hours my wife was contacted by the regional manager out of Texas (she was home, I was at work). She explained the issues and he seemed very apologetic. He will be sending a third party inspector out to review the floor and we will talk about the other issues that we has to suffer through. We will see what happens.
OK. After two tries they finally installed ceramic tile. It was a fight every inch of the way. The photos show how Empire leaves a FINISHED floor. Now how do I add photos?
Anyway, they are finally out of our hair and for that we are thankful.
If you choose Empire to do anything else but carpet, that you end up with if you own fault!

Warning. Warning. Warning read the reviews and believe them. I didn’t believe them and went with them because of a short time frame. They are the worst company to deal with. The salesman is a classic salesman who will lie to you to get the sale. Customer service good luck. I have had to call them 5 times to get them to respond to my request. I had asked the salesman to assure me that the carpet will be there 4 days after our order he promised, actually guarantee that it will be there. When it did not show up because they were out of stock, he said that’s not his fault because it was not his department. There are way to manmy other carpet places to wastet your time with this company.

Think twice before considering this company for household flooring. It’s the worst customer service I have ever worked with. I requested them to send 2 guys cause I have heavy furniture to move and they sent 1 5’2 man and the company refused to send him help. I spoked to Jenny (Customer Service Manager) whom put me on hold for 20 minutes, I called back several times and each person got my Info then proceeded to put me on hold each time. The installer left and I cancelled my order. Save yourself the stress and don’t use this company. Customer service reps are rude.

Our experience with Empire was horrible. They were supposed to be here Mon and Wed to install carpet in four rooms. Two each day, giving us time to move furniture. They called us Monday saying the carpet wasn’t in and that they would do the install on Wed in all four rooms. Yesterday came and we never heard anything. On top of this, the «salesman» Brian Douglas was horrible. He told us our lamiante floating floor wouldn’t need to come up. That they could lay carpet right on top of it. This is a big no no.
We found a much better flooring place yesterday evening and they are here doing the installs now.
Stay away from Empire what ever you do. Completely unprofessional.

So 5 weeks later still no response and yet I have to call Norma…
I hope you get fired Norma.

I’d give them a zero, if I could. They called to confirm their appointment yesterday then never showed up for our appointment. We should have believed everyone else’s reviews. Don’t waste your time.

We had used Empire previously for tile installation in 2013, and there were problems with that installation. We decided to give them one more chance with some new carpeting and laminate. When our salesperson, Sharon (???) arrived, we told her about the problems we’d had on the previous installation with a salesperson making promises that the workers did not know about when they arrived. She assured us that this would not occur this time. We agreed to pay almost $ 7000 to Empire for additional carpeting and laminate.
Unfortunately, the exact same thing has happened again. We were told by Sharon that the installation, including demolition of tile in our foyer, would take Thursday and Friday and they would finish up on Saturday morning if needed. At the end of the day on Thursday, a person named Freddy (???) who might have been in charge of everything informed me that they would not remove the tile in the foyer because they could put laminate right over it. He said that the salesperson was wrong about removing the tile prior to installing laminate, and that they did not want to do it. After he left, I called Sharon and complained about Freddy deciding not to do what had been written on the work order. She said that she would call Raul (???) and make sure the demolition happened.
On Friday morning, Freddy arrived and said that yes, they would take care of the demo. The carpets were installed successfully on Friday morning with 4 workers here. After that, 2 of the workers left, leaving 2 guys to remove the tile from the foyer. It took them all afternoon, then they left. At that point, I had no idea when someone might be coming back to finish the job. I never heard from Freddy again after Friday morning regarding when our job might be finished.
I tried calling Freddy’s cell phone on Saturday morning to see what was going on, but someone else answered, said Freddy was not available. That same person called back, said he contacted Freddy and workers were on their way. 2 workers showed up at 8am, and finished the demolition and worked on the laminate. We told them that we had to leave for an engagement by 4 pm that afternoon. About 3:45 pm Freddy finally showed up, told us again that it was the fault of us and our salesperson about removing tile before installing laminate, and that if we had a couple of more hours, they could finish. If Freddy had any idea how to communicate with customers, he would have told us all of this on Friday afternoon. But we never heard from him after Friday morning.
It is now Monday morning. 1 worker showed up to finish everything, I have no idea when he will finish. I will probably be fired from my job, as I already took 2 days off to be here for the installation, actually being foolish enough to believe that the job would be completed in the time promised by the salesperson Sharon. Now I just need this nightmare to end. We will never use Empire again, and I will tell as many people as I can about this bad experience.

We all know the commercials and we know what they promise. The problem is, they don’t deliver on that promise. I scheduled a measure/​estimate with them and their representative who came to my house looked incredibly unprofessional. He looked like a weathered skater in his late 40s who reeked of cigarettes. He asked me what we were trying to do and seemed irritated that I only was looking to do one room. He kept saying it would be best to do the whole house and more cost-​effective. He then asked how much I was looking to spend. Once I told him my budget, he immediately told me there was no way it could happen and that I would be looking at paying about twice that much just for low-​grade flooring. Obviously I was disappointed and thought my dreams of a new floor had vanished. Luckily, I kept looking and found a great guy who gave me an incredible deal for very high grade floors and we are thrilled with the results. I will not ever be using Empire and am glad I decided not to use a large company since they don’t deserve anywhere near what they charge.

My experiences with Empire were an unmitigated disaster that should have never happened. I had linoleum flooring, carpet and bamboo wood flooring done. The master bath had to have tiles replaced three times because they didn’t level the floor right and the tiles kept popping up. The carpet actually went very well. The bamboo was half done and on hold due to a water leak in the kitchen. While we were waiting to get that fixed, we noticed that everywhere we stepped, the wood floor squeaked. a lot. After some back and forth, they agreed that the floating floor was a mistake on their part and they would rip it out and redo it with glue. But, they wanted me to pay 3K for the effort even though it was their screw up. We settled on 1K because by then I just wanted to be done with them. The last of the floor was rushed because it was halloween and the result was the molding looked like crap. I ended up redoing it myself. We had glue residue everywhere I had to clean up off the floor. And to add insult to injury, they over charged me an extra 1K which I’m still battling with them for three months later. Never, ever, EVER would I recommend this company for anything.
The sad thing is most of the subs really did work hard and tried to do a good job. But we had four different crews on five days of work which lead to problems in consistency. The carpet guys worked hard and did a pretty good job. A few minor complaints but nothing really bad. Most of the linoleum was good other than the master bath. But the customer service and issues with the wood floor overshadow everything.

The worst experience ever!
I am not sure if this Vista California location is the Empire office that sent their business to me. They just find the one closest to your area code.
I was told by a friend that she used Empire Today for her carpet so I decided to give them a call since we were planning to have our upstairs floors redone. The guy scheduled me an appointment and someone was scheduled to come out to our house 3 days from the day I called. A guy named John showed up about 30 minutes late with a long presentation on why their carpet and hardwood floors were superior to their competitors. Due to the long presentation, he did not finish in time to actually get to the actual product and price. So, I had to talk to his boss and ask if he could come back out the next day. Since he also showed up late the next day, I had my husband talk to him as I drove to the post office to mail a few important things. I showed up hoping that we would know the price but he disingenuously chatted with my husband about unrelated things and talked about how he use to have a better job in the past. I discouraged the chatting and went straight to business. He then took out some papers and started calculating. This went on for about 15 – 20 minutes as he talked about how their special prices didn’t apply to my order. I started taking notes on the paper he laid in front of me and writing down the measurements he gave me. When he finished, I was quoted a very high price. Then he stated that the price can come down a little but not as much as I thought was fair or appropriate. He soon began to become agitated and started packing his things. I asked what he was doing because he was walking out on our negotiation. He said that he had other clients to see and to just call him if I wanted to get the work done for the price he suggested. Then, he snatched my worksheet along with all of the papers on the table. I asked for it back as he hid it behind his back and held it out of my reach. He yelled «NO» and stated that do to his company’s policy he was not obligated to share his information with me. I tried to insure him that he would not get my business if our long meeting ended this way. He didn’t care and wrote a few numbers on a paper for me to use with any other comparisons. He stormed out the house stating that I was lucky because most salesmen from his company would not even share their measurements like he did. He slammed the door and said that he would call to see if I changed my mind. I quickly called the company and told them what happened but they didn’t seem to care. They just said «this is not how we usually conduct business» and they would talk to him. They went on to say that he offered a good price (although I later found out that he gave me wrong measurements) and that he didn’t have to share his notes. I explained that he took all of the papers off the table including the one I was writing on. That is called theft. There was no comment.
A week went by and I didn’t hear from John (the salesman from Empire) or the company for a follow-​up so I moved on. Eventually, I got 2 other estimates that were a lot less and much higher quality material. Then I asked for a copy of both estimates and discovered that Empires measurements were waaayyy off from 2 completely separate companies. I felt that Empire’s salesman was intentionally deceptive in the measurement he gave me so my other numbers would come out wrong in case I got a quote over the phone. I was livid that someone would be that deceptive. Stay away from Empire Today! They need mandatory customer service training!

Was scheduled for an appointment between 5pm-​7pm. It is now 8pm without any call from the salesperson. I contacted Empire that no one has showed up, and they asked if I want to reschedule… ummm… NO THANKS! There are too many good carpet stores… no need to waste another 2 – 3 hours in hopes they actually show up.

So I called Empire to talk about our older carpet that they put in three years ago. It is not holding up, and it’s coming apart from the walls. They want to charge me $ 125.00 just to have someone come out to look at my carpet! Can you believe that? They are charging for a service call about their carpet not holding up while it is under warranty! SCAM! Don’t fall for their lower prices like I did.