We never got as far as an in home estimate because twice now, they failed to show up for appointments.

The first appointment was a three hour block in the morning, where not even a phone call to let us know whether or not someone would be coming was made. Three hours wasted that we could have accomplished other tasks, but more to the point, completely unprofessional of them not letting us know they were not going to even bother showing up.

My wife convinced me that it couldn't possibly happen again, and we should give them another try just a few weeks later, so today reluctantly, we had an appointment between 7pm and 9pm, and of course, no one shows up. I receive a phone call at 9pm exactly with someone telling me that the "agent" won't be able to make it on time. No kidding, really?

Horrible customer service, no matter how much they claim to be all about it. When complaining about this to them, they are speechless without an answer or even an offer of apology and any way to make this up to us.

This is one company I will highly recommend NOT to go with, to everyone I know. Why waste your precious time waiting for someone that will never arrive?

No confirmation calls prior to appointments and no-shows for the appointment times, twice now. There won't be a third chance, and I'm making sure to spread the word about how horrible they are when it comes to customer satisfaction.

I wish I knew about this website before I dealt with Empire in August 2008. There were issues from the beginning. First, they sent out a salesman who gave us an estimate. There was a question about the estimate, so they sent out another guy to double check it. The second guy didn't even measure, he just gave us a price undercutting the first guy. We contacted the company to notify the manager about the unprofessional conduct that was going and they apologized. We decided to go with the first guy simply because we liked him. He seemed so honest and genuine and when he came several times to do paperwork with us he stayed for a couple hours after and hung out. I wish we had known what we were in for, but we were enticed by the offer of credit, the warranty, and the convenience. They assured us that we were buying a superior product and that was why it was more expensive. As a young, first time homeowner I didn't realize I was getting ripped off. The floor was installed and looked great for a few months. Then we started noticing areas that looked like they were buckling at the joints and other areas where the picture was coming off of the edges of the tiles. As the problem worsened we got concerned and called to let them know what was going on so we could have the issues corrected. They sent out an inspector who came at the wrong time and could barely speak english. He kept saying that my refrigerator, which is only a few years old, must be leaking. The floor in the living room, kitchen, and hallway are messed up, how could the refrigerator do that! I received a call from a customer service rep a few days later to let me know the problem would not be covered by my warranty because it was water damage. Since I knew there was no way that it was water damage, I am very careful not to let the floor get wet, they agreed to send out an "independent" inspector to reassess the situation. He confirmed that we did not have water damage and that the floor was properly taken care of. Using this report the regional customer service manager in the Philadelphia Market told me that I must have caused the damage from high traffic in my home, which is ridiculous since there are only two adults and four miniature dogs. He said they would cut me a deal. He offered to "only" charge me $2100 in addition to the $5975 line of credit we had already taken out with GE through Empire and they would put the same product down again. I told him no way was I paying more money for a floor that didn't last a year. He said he was sorry that I was disappointed but that was all they could do for me. I am still trying to resolve this huge issue! It has been and continues to be a nightmare!

I purchased carpet from Empire today, they installed the wrong color but would not replace it for the right color. They said I had to purchase a new roll of carpet at there price, which I already purchase carpet for over $5, 000. They would not make up for there salesman wrong doings. It was all the consumers problem. They hurt the small people in this world, that does not much money to replace anything. If they were a stand up company for their product, they should go out of their way to help with the mistakes they made. Well all the complains they should be out of business. Do not purchase anything from this company.

I am in the process of replacing most of the 1st floor flooring in my home (1, 500 sqft) and adding wood treads to the stairs. I tried to schedule an in-home appointment twice with Empire and on both occassions the appointment was cancelled the morning of the scheduled day. Their inability to reliably keep to a sceduled appointment begs the question if they can keep to an installation date and offer quality installation. My experience thus far with their 800 representatives and the scheduling by the local office reflects a poorly run and unprofessional organization. I'll take my business elsewhere.

Meet with a salesman to install ceramic tile in all three of our bathrooms. He assured us that the product was immediately available and we could expect installation with in two days. when we called on the expected day of installation we were told that we were not in the system- our appointment with the salesman was confirmed, however. We were also told that their Baltimore office was not responding (it was a Sat.- but we were told they work on Sat.). since we were within our 72 hour cancellation, we canceled. It is very disheartening to listen to all the advertising only to discover that customer service is not what it is says. Now we have to go to Abbey Carpet to see if they can accommodate us.