California Nails

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!

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

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

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.

My new floors make a terrible creaking, cracking, and snapping sound with every footstep. I did talk to one person who agreed to send out people for a home inspection. Those men told me they would recommend replacing the floor, and putting in new ones. Erin and these two men (at different times) said this has happened to others and perhaps it's faulty flooring. I have these laminate floors in the kitchen, dining room, living room and hallway. This is very distressing. Erin assured me things would be taken care of and not to worry. Whenever I call I get the voice mail and I leave a message, but no one will return my call to let me know how they are going to proceed. It is embarrassing and humiliating to have these floors. How can I sell this house later on with these floors. My neighbors are appalled with the noise. Now I feel like Empire is ignoring me.

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]

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 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!!!!

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.

Awesome experience! Love our new carpets. Salesperson was awesome

Our entire experience from planning with our salesperson Dena to the install of or laminate flooring had exceeded our expectations. We will use Empire again when we decide to the second floor of our house.

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.

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...

Initial Business Response /* (1000, 5, 2014/09/03) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and advised that as the installation warranty has expired, we can repair the issues for a service fee. We look forward to hearing back from the...

customer and amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in my previous complaint, I do not feel that a service fee is warrented due to the poor workmanship/quailty of carpet the Empire provided. Carpet that should hold up and look presentable years from now should not look the way mine does after 2.5 years. If this issue can't be resolved with either my money back or fixing the tremendous amount of bucking issues. I will never consider using Empire again even though I was planning on re-carpeting my upstairs and I will make sure that I will make it known of the poor quality and customer service Empire provided me. I will be more then happy to provide pictures of the quality of work provided.
Final Business Response /* (4000, 9, 2014/09/10) */
We have explained to the customer that the one (1) year installation warranty has expired, so we are unable to re-stretch the carpet at no cost. We remain willing to re-stretch the carpet for a service fee. We look forward to amicably resolving this matter.
Final Consumer Response /* (4200, 11, 2014/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] Buyer Beware [redacted] when purchasing carpet or obtaining services from this company. They will not stand behind their workmanship and their carept is poor quality...As much that was spent on that carpet, for it to look this way after 2 years is a shame. I will never purchase from them again and I will encourage others not to as well.

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!

The salesman was very knowledgeable, provided samples for my review and the installers were exceptional! I love my new floor1

I recently decided to try Empire Today after seeing commercials for years on television. The sales person showed up on time and completed the necessary paperwork for my small job. I paid the $50.00 fee and signed the contract. This was on April 8, 2016. The job was to be completed on May 4, 2016.
In the contract it stated I would receive a call the day before to confirm the job but no call came. I called from home the next morning to confirm the job having stayed home from work to be here while the work was being done. My contract had never been entered into the Empire Today system. I was asked to call back @10:30 to see if the customer service person had been able to find out what had caused the miscommunication. I called back and was told there was no resolution and I would receive a call from the sales persons' supervisor with 24 hours.
Today on May 10th, I have yet to hear from anyone concerning my contract and I called and l cancelled the job. I was told once again, that I would be contacted by a supervisor within 24 hours. I'm not holding my breath.

I preface this review with the fact I have used Emipre several times covering several decades.
The most recent transaction was for wood floors and carpeting in 2011. The installation for the wood floors installers, that first did not want to install the new baseboards properly.
A couple of years latter we noticed the wood floors were beginning to loose their stain. This got much worse this year, so we contacted Empire for repair. It took several calls, all that we were put on hold to obtain the first appointment. The appointment date came and went with no call to tell us Empire was not coming. The second and third appointment dates came and went with same behavior.
At the time of this writing we are now waiting for our fourth appointment for 11-19-15. With this most recent appointment we were told we could not speak with a repair manager because they are all too busy. I have a customer service background and if my behavior was like this. I would not expect to be employed very long. I can only surmise that Empire Today's behavior is by design to discourage customers from attempting to have their issues repaired.
I have posted my opinion to all my several hundred Facebook friends, to not engage Empire for their home imrovement needs.
Fred [redacted]

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.