On July 2, we ordered carpet (salesman Marty). We were to have the carpet installed after the holiday. It was scheduled for the following Wed. We then received a call asking us to move the installation to Fri for a discount of $50. We agreed. We are not naive -- we know Empire is expensive, but we *thought* we were buying convenience. We couldn't have been more wrong. On Fri, we received an afternoon call. Installers would be arriving at 8:30 pm to do our stairs and hallway. I objected, as their advertised hours end at 6, and we are parents of young children. The woman on the phone told me that a manager would have to approve a reschedule -- the same hard sell as the initial sale. I should have cancelled then, but they had our money. I called corporate, who informed me that the customer can refuse such a late installation, no manager necessary. We scheduled for Monday -- first thing! we were promised, since we'd already been twice delayed -- and Sat wouldn't work since we were celebrating the return of a serviceman family member. On Monday, no call, so we called Empire. There was supposedly no note that we were to be first, only that we had "refused" service on Sat, and installers would be coming "shortly." I should have cancelled then. After many, many more rounds of phone calls, we were told that installers would be here "second", and we were given another discount ($150) for our trouble (assuming the charge-back has been completed). Installers arrived at 5:30, with our carpet in the back of a U-Haul. Another point at which I should have refused. As they worked into the night, I asked if they received overtime. They did not, but were just "happy to have work." (From now on I insist on knowing how employees are paid if I am to work with a business). Corporate did not return our calls regarding the late hour, which they had promised would be avoided. They finished after 10 pm. I signed the completion paperwork around 10:30 pm. At that time it looked . . . done, and that was a relief. On Tuesday Ms.Snell called in response to our online complaint, and added another $100 discount for our continued frustration into the evening on Monday. At that point I wouldn't have recommended Empire -- it was expensive and inconvenient, and the work was not terrific -- but it was over . . . Until I sat down today to take off shoes tonight, and discovered that, six days after installation, there is a hole on the rise of one of the steps. I know BBB works for companies rather than customers, but I have submitted a complaint to the Illinois office nonetheless in the hopes that my voice will be heard. I have lost all confidence in Empire's ability to resolve this issue in a timely and competent manner, and will only be satisfied by refund. Too much of my valuable time has been wasted already.

Salesman Sal was great, very pleasant and easy going.

Installers were also very pleaseant however I was not satisfied with the quality of work done.

1. Not enough grout was used on the ceramic tile that was installed in my kitchen, adhesive in some spots are visible. Also in some spots there were apparently air pockets made when applying.. now that it's dried there are small holes visible. The 1/4 round molding used in front of the slider door was not installed properly, the nails used apparently struck either the tile or frame of the door so they bent from underneath, they were not flush to the surface leaving the heads of these nails exposed by 1/2 inch. Ouch!! my husband and I removed it!! Had to file down the grout in the corners so that we could eventually get the baseboards to lay properly.

2. The carpet installed in the basement and spare bedroom could have been pulled tighter... yes the installation team left me the tech service bulletin (carpet seams), however I'm sure that this is a different issue. I have had many a carpet installed and have had no previous problems with seams or stretching in the past.

3. The laminate flooring installed in the basement (Den). When it was first installed they left with masking tape holding down the carpet strip while the glue was adhereing/drying. the following day when the gentleman was removing it was noticed it didn't take very well. He left and returned with "liquid nails" appears to have done the job, however if the strip is suppose to be "flush" with the flow, then his efforts were not very successful.

Products are beautiful and I'm very satisfied with them. However, I am not at all satisfied with the quality of workmanship or Customer Support.

Upon entering into my agreement with Empire Today the job was scheduled within 2 weeks which was sufficient. They refused to do any work until they physically "saw" the money order! what was up with that I'll never know, but was very inconvenient and morally wrong, doesn't provide the homeowner any leverage for when they are dis-satisfied. Yes, I would have held back the final payment on this job!

These guys worked during the evenings... not good, last think I wanted to do was be on call for them during my office hours only to find out they would be working from 7-9 p.m. I believe had they not been so rushed to get the job done (total installation approx 6 hours over a two day period) the quality of workmanship would have been much better.

I contacted my sales rep Sal as soon as possible upon cleaning the tile floor as instructed only to notice the problem described above, then we proceeded to give all the rooms a visual and noticed the other issue also noted above. I didn't get a return call from Sal within a 24hr period. We left him another unsatisfied voice mail message and also placed a call with the installation office. We're now told to expect a call within 1-3 business days. Huh!... funny Empire staff wanted their money within the hour to do the job and yet can't be bothered with a prompt follow up call to address my issues! I've been without the use of stove and refrigerator for over a week now.. again not good! I have children and it gets expensive real fast to having to "go out to dinner" every night.

Watch out for swapping face weights! I went to Home Depot, found a Mohawk carpet sample I liked and received a price quote of 1250 installed but did not want to wait the 2-3 weeks for installation. - Called Empire, a salesman came out and showed me a carpet sample much like that of Home Depots. He quoted 1450 (with their 60% off sale) and I told him if he could get me somewhere near 1250, it'd be a deal. He made some phone calls, which I know is b/s, and said 1250 is a deal. The carpeting I had choosen was really heavy and thick. My late father owned a flooring company for years so I'm familiar with quality and face weights. I'd probably say it was a 75 or so. You could leave an imprint with your finger tips. Installers showed up today - 4 weeks later cause I couldn't take off work for the appointment... Carpet was almost a shag! I immediately called Empire who sent the sales rep. He pulled out the sample and said "Look the same to me?" I asked the installer what he thought and he even said "nah, it's a different carpet, not as thick." He then offered me 200 off to which I declined and asked to cancel the order. Order is canceled, and though I have a room without flooring for probably another few weeks, I am happy... I asked the installer if this happens often, and he said "people always say it feels different." My guess is probably because people don't understand face weights or aren't familiar with carpeting... Familiarize yourselves! Empire will screw you!

This company does not communicate with it's customers, doesn't show up for appointments and good luck getting your deposit back. These guys are crooks. Don't use them, you will be sorry.

On my way out from shopping at BJ's Wholesale I stopped at a booth advertising free estimates on carpet and hardwood flooring. Told them I wanted a quote only and they said okay. Yesterday a guy came over and I told him right off the bat that I was not making a commitment. He showed me 3 different carpet samples - high, medium and low priced and quality. They were PET Polyester and told me it was better than Nylon carpet. He started out at $10K for a 3 level townhouse and then when I budged he said "Did you get any coupons from BJ's?" I said Yes and he knocked it down more. Then he asked "Can you have it installed on a Tues Wed or Thurs?" I said Yes and down some more. Then he said "Let me call my manager" - came back and said the colors I wanted were in overstock so he could knock it down more. Final price - $3500 for the whole house. I felt pressured to take this deal and signed the paperwork. When he left I went online and saw that Polyester carpet was CRAP and read the complaints about Empire's work. Two hours later I cancelled my purchase. I felt like I was hardballed into making a commitment IMMEDIATELY and not having a chance to compare prices or to compare carpet from other places. Will never deal with Empire again or have any other type of salesperson come to my house. From now on, I will go to businesses and take control over what I want and what I'm willing to pay. Be careful consumers - don't do what I did.