I received an estimate for carpet installation on 10/25/10. This was our first estimate. The sales person Carl was very pushy and told us we needed to give an answer at that time. If we declined the offer, we would not be able to place the order at a later time. We decided to place the order knowing we could cancel it within 3 days and that if we didn't cancel the order our check would be cashed on 10/29. After further research we found much lower prices on higher quality carpet, therefore, we canceled the order within 24 hours - the next day 10/26/10. I spoke to Celeste who processed the request and advised me that my check would not be cashed. She stated it would be mailed back to me within 5-7 days with a copy of the canceltion. So I come to find out that on 11/1/10, 6 days after the cancelation that my check was cashed. Due to this my account was overdrawn & overdraft fees were accrued. I called Empire and was told that is the standard practice. They cash my check and mail me a refund check within 20 days - even though I had canceled within 24 hours & my check had not been cashed at the time of cancelation. I explained that I was not told this. I even called back Celeste who reaffirmed what she originally told me about my check being mailed back to me and not being cashed. When I explained to her it was cashed, she advised me that "Oh yeah sometimes that happens when the Sales Rep doesn't pull the check in time and then we just mail you a refund check". I explained that she did not tell me that & if she had I would of stopped payment or ensured there was sufficient money in the account. So apparently I now need to wait 15 days for a refund check to be mailed to me. Even though my contract states "if you cancel...any payments...will be returned within 10 days following receipt by the Seller of your cancelation notice. "I spoke to numerous people at Empire Today and was told the Celeste was incorrect in providing me this information and that Empire is not responsible for their advisor's error. I even called my sales representative who told me to call him with any problems. He explained he couldn't help me because I canceled the order. There has been alot of people dropping the ball & still no resolution. The lastest I heard is that we don't have a department to issue a refund for the fees accrued. Worse customer service ever!!! I will never do business with this company and will be advising my family & friends of the same.

Our order of laminate flooring and stairs was installed on 9/26/08. Immediately we saw a problem that the stair nose was about 1/2' higher than the stair itself - quite dangerous for a busy stairway. After approximately 6 more appointments where we took the day off work only to have installers not show up, show up with the wrong product, show up to repair our 'carpet', or show up and shrug, we were able to FINALLY speak with an Installation Manager, 'Bill', who agreed to replace the stairs with a wood/oak product as they did not have a laminate product for the stairs.

After scheduling several more futile appointments where nothing was done, an installer came with wood products. The stair color/model we ordered looks wonderful and matches the floor. The nose of each stair, is a different model, different color and does not fit.

After scheduling several more futile appointments of people showing up with exactly the same wrong product that they installed on our stairs, 'Bill' the installation manager was supposed to PERSONALLY come out and resolve the problem (he didn't show), he told us he would personally instruct the installer and make sure this was finally resolved. Of course, on yet another Saturday after spending an entire day waiting for the installer - he again showed up with the wrong product. Bill is no where to be found, of course. Christy Caputo, the helpful, perky customer service representative genuinely tries to cover for Bill - but he's hopeless. She promised that Bill would AGAIN call us first thing Monday morning. Still waiting.

The last installed advised us that the manufacturer of the stair color/model we ordered does not make stair noses!!! They've been wasting our time, messing with us for nearly TWO MONTHS - did they think we wouldn't notice!!!

We've received weekly 'customer satisfaction survey' phone calls from Empire, who appear to be concerned with customer service - in reality, there is no manager that will speak with you or resolve your problem or issue. You will deal with nice people at Christy-level who are polite but can do nothing but again take down your information.

Calling the Corporate headquarters and leaving messages for the VP of Customer Relations doesn't appear to do any good.

If you want to take alot of time off work, be extremely frustrated, throw away money, and spend several months doing it - then Empire is THE place for you!

I currently work for Empire and they DO NOT even pay their employees enough money to get by. I've worked for this sorry ass company for over four years and started with a base pay of $10 per hour a d now make $11.75 per hour. That's an employee rip-off. That's why I have the Department of Labor looking into this to see if I can get some type of compansation. We can't even do overtime anymore because it takes away from the managers pay. Empire is too busy making customers happy needless to say instead of making their employees happy.