Empire Today

We had used Empire in a previous home in a different state and had a good experience. When we decided to get new carpet for this home, we contacted Empire. We had our sales consultation on a Tuesday and our installation was done that Saturday. For an impatient person, this is great. Our sales person was on time, friendly and professional. He had excellent knowledge of their products. The crew that was here for our installation, was efficient with their work and respectful of our home. I always hear about carpet installers banging up walls and trim, but that did not happen here. We had a big job and they sent a crew of 4 and they were able to complete it in a timely manner. It rained hard the whole day of the installation, but I didn’t have to worry about our existing flooring as the crew wore shoe covers and coved up our wood floors in order to protect them. My husband and I are both very pleased with our experience from start to finish.

Terrible customer service. Scheduled install 1/7/2021. Day of install hear nothing... finally at 3pm I call to see what’s going on. I was told oh we don’t have you scheduled (I have email and phone record showing confirmation of 1/7 scheduled install). Get install manager to arrange install for 1/8. Installers come out and do great job tearing out. Then realize empire didn’t provide enough carpet. Get told it’s “special” order and will be weeks with just pad on my main entry Enid stairs. Not once have I have been offered anything for the trouble. Also the sales person tried blaming me for them not installing on original scheduled day instead of just doing what she could to make it right. This will be my last experience with Empire today!

Terrible company!! I would leave a negative rating if I could. They called and left a voicemail the day before installation that simply said they would be here the next day with no estimated time of arrival. The installers then showed up at 8 AM without any kind of notice they were on their way and woke up my whole house, most of which work nights. On top of that we were told that they would be taking care of moving everything out of the rooms with the exception of only a couple things that we abided by, only to have them tell us that WE needed to do it when they arrived. And then came the carpet. they were supposed to have 2 different kinds of carpet for the rooms and only had 1. When this issue was raised the installers called the company to tell them and then informed us that they couldn't do the installation at all because it was supposed to go in both rooms. So after they left without performing ANY kind of installation the owner of the house, who had actually placed the order called the sales representative, Steve Newbold, that had taken the order. Not only was Steve rude about the whole thing, but he told us that WE had ordered the wrong thing. They have lost this and future sales for this house totalling thousands of dollars. Nobody should even consider purchasing anything from this joke of a company.

3 weeks ago the woman who came out to give us an estimate assured me the price included replacing the trim(baseboards) The installer couldn't come out until 3 business days later and I find out, no they never replace the baseboards, they just staple quarter round to the existing baseboards. That doesn't match. Unacceptable. Now I have to pull all the baseboards off and replace them myself. THEN they couldn't finish the installation that day and had to come back the next. THEN they ran out of flooring and had to order more. 2 weeks before it came in, ok, the winter storms in Texas delayed it so I accepted that. NOW the installer tells me they only gave him white wood glue to fill the gaps between the now wood stairs and the baseboard...white. This has been a nightmare. They haven't offered any compensation, my floors still aren't finished. Never again!!!!!!

Sales person was great, the timing and price was also very satisfying. We just needed to have our stairs to the basement carpeted. It was really the final product and follow up that left me disappointed. When I filled out their feedback survey, someone reached out to me to follow up. When I got back in touch with the corporate office, I was told someone from the local office would contact me within 24 hours. That was 72 hours ago. Aside from bubbling in the carpet, They damaged my drywall and left some weird gooey damage (see photos)nnUPDATE:nI was able to connect with Empire and they sent the original installer out to fix the errors. They also reimbursed a small portion for the drywall damage. This definitely improved our experience. Happier with Empires response, still not quite satisfied with their installer (which I assume is subcontracted)