California Nails

I called your company to get quote/information on replacing my carpeting. Jake, showed up at appointment time. After sometime he kept calling someone on his cell phone and would offer lower price and pressuring me to accept his bottom deal even after I told him several times that I had other bidders coming to offer their presentations. He then up and left my house saying you don't want to deal w/ us at the great??? offer. This episode was very unsettling and unprofessional way to conduct from so called reputable company. If your confident in quality/price leave bid and let ME decide after investigating other bids.DISAPPOINTING EXPERIENCE!!!!

Awesome experience! Love our new carpets. Salesperson was awesome

Empire Today failed to show up to our house three times.
1) On 1/21/16 we signed a contract with an Empire Today salesperson to install hardwood floors in three rooms and a hallway. Additionally, the salesperson arranged for an adjoining bathroom to be tiled. The install was set for 1/28/16 and we were to have the rooms cleared of all items except the largest furniture, of which they would move.
2) On 1/28/16, with the rooms cleared, the salesperson arrived with a tile installer who started on the bathroom. However, when no hardwood installer arrived by late morning, we called Empire Today. The representative said that they didn't load the truck with the wood so it would have to be done tomorrow (1/29).
3) On 1/29/16, no one arrived at the house or called again. We called Empire Today in the late morning asking why no one arrived or called. This representative said that there wasn't any wood as the load was still in Atlanta. We asked why we were lied to the day before and rescheduled for today when there wasn't wood there yet. No good answer was provided and we were told that we had such a good deal that he couldn't lower the price to compensate us for the lost time from work. He did "promise" that the wood would come in on Sunday (1/31/16) so we could have the install done on 2/1/16. Foolishly, we didn't want to go through another sales process so we agreed to wait.
4) One 2/1/16, no installer or phone call by lunch. At the time, we demanded our deposit back and after several calls to Empire Today and our credit card company, we were able to confirm that.

About three years ago I purchased carpeting with Empire for my upstairs bedroom, basement and slate for my small computer room which cost me $5000.00. I called as the upstairs carpet with bunching up and had to be stretched and they sent people over to do this. Later on my basement carpet started to do the same but this time it was bunching up in different sections which absolutely looks horrendous. I called and was initially told that there is only a one year warranty which the person who came over our house forgot to mention and it was over that time period so we would have to pay to have this stretched. I found this utterly ridiculous as I felt after sending a substantial amount of money they should be doing this without charging us further. After a bit of phone calls, I was told that they would definitely come and do this for us at no charge. I set this up for October 6th, 2016, today. I was called by customer service who informed me that the installer "George" would be at my home between 12:00 p.m. and 6:00 p.m. I waited all day and by 6:00 p.m. and no call nor anybody from Empire showing up I called customer service to find out what had happened. I spoke to a young lady by the name of Courtney who said she would call the installer and let me know when he would be arriving. She got back on the phone and indicated that she had spoken with him and that he was not able to show up today as he was stuck on another job. I could not believe what she was telling me. Not even a call to tell me that they weren't showing up, not even a sorry from this young lady Courtney, just her attitude that I would have to set up a new appointment. You have to be kidding!!!!! This company undoubtedly is the worst company I have ever dealt with. They obviously do not care if their customers sit around all day waiting for them and don't even bother to let anybody know that they are not showing up. I am so angry that I wasted a whole day sitting around waiting while I locked up my cat and took things off my basement wall as I was told to do. I want this set-up again but not for me to be waiting around with a four hour window. I refuse to do this once again. I would like some one to tell me why I was not called or informed that these guys weren't showing up!

Did good work in a timely manner

Overall Empire Today solved my carpet need in three days - phone call, sales associate, carpet crew.

Complaint: [redacted]
I am rejecting this response because:I was never given a hundred dollar credit. I never used a credit card. I gave a check for payment and was told I would receive a check via mail. I have not. I was told that my check was suppose to be processed and given back to me the same day. It was not. Then I was told I would receive it via mail. I have not. This company has committed fraud. Processed my check for an amount that I did not write on the check and is refusing to make things right.
Sincerely,
[redacted]

Excellent service. Good quality products. Affordable prices and options. Great customer service

I am writing regarding the inexcusable lack of professionalism that I've experienced with Empire Today on two occasions. I became interested in receiving a quote for a carpet purchase from Empire after seeing an ad on TV which had a promotion of $200 off the purchase. I completed the online process for scheduling the appointment dated 3/19/2016 between 3-5, with a confirmation being sent via e-mail on 3/7 as well as a reminder on 3/17/2016. I prepared my home for the visit as well as cleared my busy schedule for the time frame agreed upon. The sales representative never showed up. I never got a call to give an estimated time frame, that the rep wouldn't make it nor an apology for no one showing up. I contacted Empire to find out where the rep was and was told that someone had tried to reach me to let me know of an estimated time frame of when they would arrive. I explained to the customer service rep that no had called in fact, nor did they ever arrive. They apologized and offer me the option of rescheduling, which I did as I need some new flooring in my home. I rescheduled for Sat. April 2, 2016 between 1-3. At 1:00 p.m. I called Empire's customer service to make sure that the sales rep would be there to give the estimate. The customer service rep assured me that the sales person would be there and that they do have up until 3:00 p.m. to get there. I gave an additional contact number to be reached at to make sure we didn't have the same issue as before in which the sale person said they tried to call to give an estimated time frame. The customer service rep told me that he was putting in their system and that the sales person would be there. I waited yet again with the door open and at 3:00 p.m., no one had showed up nor called again! I was livid. I contacted customer service to let them know of how disappointed I was, how unprofessional and messy their company is and that I no longer was interested in doing any business with them. I also told the rep to remove my name, my number and my e-mail from their database, which she ensured me she would do. She also placed me on hold to contact the corporate office to let them know what was happening and asked if I wanted a call back from them. My response was "no" as I was no longer interested in spending my money with a company that can't keep appointments with potential clients. I asked her why no one had showed up to which she responded that she wasn't sure and there were no notes from the sales rep explaining why they weren't or didn't show. Nor could she reach them by phone. This is the same thing I was told at 1:00 p.m. by the rep that I called to confirm that the sales person would be there as scheduled. He even stated that he had left a message for them to contact me when getting close to the arrival time. I am extremely upset that I wasted my time waiting on two different days for this company, got no type of explanation as to why this happened, nor an apology from the company or any type of offering of a resolution. This whole process was done in very poor taste and the sales representative should be reprimanded. In my line of work, clients depend on us to do what we say we're going to do and own up to any mistakes as well as offer a resolution that both parties find acceptable. I will be sure to let my friends, family and work colleagues know to NEVER contact this company for service as it will be a waste of time and energy. It seems, in my opinion, as if Empire has made enough money from customers that they can take incoming customers for granted and pick and choose when they will or won't go to scheduled sales appointments.

I have used Empire's services twice in the last 8 years. I liked the service and product. However, I decided to use them again when I wanted stairs and a hallway carpeted and I was so disappointed in the quality of the product and installation workmanship. They came back once to hammer down the tack strips as I kept stepping on the nails. This did not solve the problem. Also, I could feel the wood on the stairs and the various bumps so it told me the correct padding had not been used. When I was called by Empire's customer service dept. I told them how unsatisfied I was. They had someone from the main office call me. This person advised me that I would have to pay an additional $200 for better carpeting and would have to come to their warehouse to select a different carpet as the one they installed for me was no longer available. I will never do business with them again.

I just had my house carpeted, and I am very pleased with the whole transaction. The salesman was very informative, and let me make up my own mind as to which carpet I chose. I am very happy with the choice, and the installers were real artists. They were efficient, respectful, and left the whole house looking beautiful. I would recommend Empire Today.

I have a complaint for this business...First, a couple years ago we had them come out an give us a free in home consultation for living room carpet. We were sold... Fabulous service and work...

Fast forward, now we want to have our bathroom floor done... I schedule an appt. for July 29th 3 to 5....Received the confirmation same day and that the rep was coming but running late...received a call at 3:45 rep could not make and had to cancel.

I rescheduled for Aug 19th...3 to 5....Friday Aug 19th they called to cancel and wanted to re-schedule. I asked why...the women said because the closest office is 2 hours away and they don't have a rep for this area. Then maybe they should explain that on their site as it does prompt you to enter your zip code to see if you are in an area they cover... Not to mention I am scheduling way in advance for them to get their "blank" together.

I refuse to reschedule. I want my new bathroom floor...and I wanted it done weeks ago.

I will never use them again or refer them. I will go out of my way to tell people my experience...

Empire installed my laminate flooring in my kitchen. Everyone was great from the salesperson to the installers. The floor looks perfect. I was very satisfied.

Whole experience was handled exceptionally well. Installation was handled with great skill. Will recommend.

I am so utterly disappointed with the customer service that Empire [redacted] provides (or more accurately, does NOT provide). A little over a year ago, Empire installed carpeting in a condo that I own which is tenant occupied. My tenants were professionals and kept my condo in impeccable shape at all times. When they left, I noticed that the carpet that had been installed less than a year and a half prior was buckling in several places. I called my sales rep and he passed me on to the 800 number for customer service. When I spoke with them, I was told that it was out of warranty and they wouldn't do anything about it. I asked for a higher lever rep, (on several occasions) none were ever available. On two different occasions, I was told that my concern would be escalated to "the office of the president" and was promised a call from that department within 24 hours. Each time, they failed to call. I called customer service 4-5 more times to attempt a resolution. Each time I was transferred multiple times, then placed on hold for 12-14 minutes each time only to be "accidentally" disconnected EACH time. I was very frustrated. When carpets buckle after such a short time, there is clearly a problem with installation and/ or quality. I am feeling like their customer service policy after installation and payment is to ignore the problem until it goes away. I am not thrilled that I need to turn to such a public forum to express my concerns, however, I find that I have no other choice. I will never use Empire again and will certainly share my terrible experience with anyone looking to purchase new carpets. Empire is very happy to call you back to schedule an installation, but after that, they are the epitome of poor business practice.

I had a very positive experience with Empire Today. Setting the appointment was online, and very easy, with ample time slots available. The sales rep was very friendly and helpful. The installers did a great, professional job in a short amount of time. I was very happy with the quality, look, and feel of the product.

I called for an apointment to Empire Today to fix ta treasho strip in the doorway. I asked a family member to be at the house on the day of the apointment. The family member waited all day for the Empire Today to show up. No one called me to let me know that Empire Today would not be able to make the scheduled apointment. I called Empire Today to reschedule the apointment for the following week. I made sure that I would be off work for the new apointment. I waited 2 hours for Empire Today to show up no one had shown or called. I called Empire Today and I was told that I was not again not schedule for an apoinment!

Quick response from Sales rep as well as installers

Empire is awesome!! Great pricing, great customer service and awesome installers!!! This is the 2nd time we used them...

I pay attention to customer reviews so I was reluctant to use Empire after reading the experiences of others, although I know people are more likely to write a bad review than a good one. However, we were persuaded by the company rep to use them for a big job replacing carpet with laminate and recarpeting stairs. All I can say is they did an excellent job at a fair price. In fact, the first measurement for the stairs was wrong and they had to order additional product at no cost to us. The installers were on time, fast and really good. One of our rooms has 5 walls so the laminate had to be laid on a diagonal to match the grain in the hallway. I think it might have been a bigger job than they thought because of the unusual layout of the rooms but they worked without complaint for 2 straight days even working late to finish on the second. I don't know what happened with anybody else, but our experience was great and I would definitely recommend Empire.