California Nails

We were very happy with Empire. The sales person was prompt responding to us and keeping us updated with his schedule. He was also very responsive on his follow ups. The installation team was great as well. They worked hard and did everything while they were here to make sure we were happy. The only thing we don't know is how the floor will hold up. ...only time will tell. If it holds up I would give them a 10!

Had a rug installed. My third purchase from Empire Today. All were excellent and I am quite pleased. Would recommend to family and friends!

Overview:
-This company frequently cancels
-Poor communication- you are always sent to an 800 numbers with someone who has not idea what's going on
-Poor issue management- they do not seem to care when there is an issue
-Will take forever- they advertise "same day appointment next day install" but the whole process took months for me d/t multiple cancels on their part

My experience with Empire was negative from the first missed appointment on. First of all, it takes a while to actually get an estimate even though they advertise it is quick. After waiting two weeks, they no called no showed on me until after the appointment time (which I left work early for) and then said someone was sick. I figured things happen, let's try again. But instead of working me in since they cancelled on me, I had to go to the back of the line and wait weeks for another appointment- which they again cancelled! At that point I said I was done (and should have stuck to that) but they sent a manager out and apologized and said "this never happens" and wanted to fix it. The actual salesperson was nice but they are pushy to get you to sign. Whatever specials they are running are just arbitrary and don't actually mean anything. They never break it down for you and just say "you're getting a good deal." I was nervous that we wouldn't have enough time to complete the project before I was due to have a baby, but he assured me they would "take good care of me."
After everything was scheduled, I was excited. The day before install they called and confirmed. We moved everything out into our garage, disconnected electronics, internet, and cable. We had special arrangements made for daycare and to have someone at the house. Then at 9:30PM that night the 800 number called and said they had to cancel. They said they received an email from local office that their truck did not come in with the product. I said I could give them the name of other products I could go with- that I just wanted it done. But the person who called was just the messenger and had no other info. He said someone would call me. No one did, so I had to call what felt like 20 times to try to get someone to help. You aren't given the number of anyone local so you are always calling the 800 number and telling your story to someone over and over who can't help. I was told different things by different people. First they said they'd do it the next day, then they took that back. Then they re-scheduled for Monday but never showed. I spoke to someone in the local office finally who actually told me that they had more people scheduled than they actually had installers. I said "so this happens often? You cancel on people?" and she said "oh yea, all the time. We don't have enough installers." I said I thought that was horrible business but they didn't care. At this point, it was the week of my due date and no floors. I started the process in early April and it was now June because of all the cancels. The initial salesperson I worked with didn't return any of my pleading calls for help. I finally just said I wanted to cancel my order since re-scheduling again seemed pointless. Then, all of a sudden they wanted to help. They got me re-scheudled and someone FINALLY showed up to my house. The installers were nice but in such as rush they made sloppy errors- a hole in one door, cracker base board, and they completely covered a vent with the floor! I was so exhausted and stressed with this process not only would I not recommend them to anyone I would actively tell someone asking for places to go to avoid empire at all costs. I do want to say that after complaining they offered a discount off the final price (although I have yet to actually receive it) although personally I don't feel it was worth my time. They made so many errors, never cared, and made poor attempts to make them any better. My biggest complaint with this company is horrible communication. They do everything through a call center with staff who have no idea what is actually going on with your appointments. The local office (I live in Dayton) was just unorganized and never return calls (even when they say multiple times "I'll call you right back.") I love to give out good reviews, but no hesitation with a 0 here. Horrible customer service from start to finish. I cannot believe this company has an A+. I read several reviews like mine. Makes me wonder how Revdex.com figures this rating.

Just installed my floors with Empire Today LLC, and feeling royally "taken advantage of."

Agreed to finance $3000 and put down $1500 . When we looked at our bank account Wednesday evening, all $4500 was taken out of my checking account leaving Sara and I with zero balance. After a call they said oops our mistake, we'll respond to your service request in 7-10 business days. Meanwhile I'm going negative in my bank account, due to pre-scheduled payments, and after 3 days of asking them to act faster than 7-10 business days, in fact act immediately, we have no resolution on a 3day weekend. I have four children to feed along with two being medically fragile. Very difficult to get groceries with a negative balance. Add to the statement that we will receive a courtesy call after 24 hours, there has been no call placed to me. A complete lack integrity by everyone in first and second line customer service. I've learned so much about this company in three days to advise all of you to NOT use them.

Since emailing the EVPO, CEO and CFO, I have received my initial first courtesy call from the EVP of Operations. His statements is that he'll work to return my money ASAP. Resolution anticipated...

I was impressed with the whole process and how easy they made it. I scheduled the initial appointment online, the representative was here on time, he listened to my needs and even offered a discount because they could not meet the next day offer, due to high demand from other customers. The installers were professional and timely. I love the vinyl especially, and the entire downstairs looks so much better!!

They did a quick and professional job.

Sales rep was great. Product was great. Installation was great.

We appreciate the customer contacting us regarding their concerns.
Scratching is considered site related damage...

and not covered by warranty. We have offered to fully replace with an upgraded style of flooring for only the cost of labor. Alternately, we have offered no cost replacement as a one-time courtesy, for only the areas of concern.We look forward to the customer’s positive response to our offers.

After scheduling installation for my flooring which consisted of vinyl and carpet, everything went wrong. It was scheduled that one crew were to do both the vinyl and carpet. That did not happen. I drove 4 hours to get to this location. I was actually on vacation. I get a phone call saying this is Empire and I'm on the way to install your vinyl flooring. I said okay, but I was told that one crew was going to do both the vinyl and carpet. He said oh no.... If the carpet guy is going to be there then I'll come tomorrow. I told him NO. I need it all done today. I was going home a thousand miles away tomorrow. So he came and did his job. Then the carpet people come and they say they couldn't work with the vinyl guy there, and they left. After spending an hour on the phone with the Orlando office, the did come back at 6:30 pm. The attitude with both the installers was very poor. The completion of the finished product was very nice, but took a lot of aggravation to get it.

The organization hides behind the product warranty and does not accept responsibility for the product they sell. I have asked them repeatedly to come see the product they sold me, but they will not. They stated that if I professionally clean it, it will refresh the flattened fibers. It did not.

If you want a company that stands behind the product they sell you, then I would NOT Recommend using this company. My experience has shown me that, once they get the money, they do not care about their customer. It is unfortunate to see a business treat customers this way.

I recommend selecting a different company for your carpeting needs.

We appreciate the customer contacting us with their concerns. The local office spoke to the customer on...

January 24th and confirmed the installation is complete and the customer is satisfied.

Initial Business Response /* (1000, 10, 2014/08/06) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and repairs are scheduled for August 9, 2014. For customer satisfaction and goodwill, we have also offered a partial refund. The customer...

is considering the offer and will contact us when the repairs are completed. We appreciate the customer's feedback and look forward to reaching an amicable resolution.

To anyone that needs carpet now or in the future, do yourself a favor and DO NOT contact Empire Today... My husband and I are very patient and understanding people and Empire has given us the absolute WORST experience. We had carpet installed in our bedrooms on 8/27, the installers cracked our hard wood in the process and did not let us know. We noticed the same day as we were moving items back in the rooms and called immediately... in over 2 weeks, we have called over 7 times to follow up on empty promises, each time asking to speak to management (only one time were we successful...) & attitude when we demanded a date (due to another empty promise) for someone to come fix their damage. Fast forward to today, my mother kindly took a few hours off of work to meet them at our house for our 11-12 time slot, and they were a no show. I called customer service again where they said the installers are "hung up wherever they are and won't be there until 2-3pm". And I should add, all that they will be doing is "covering up" the damage with a wider transition strip since we do not have any additional hardwood from when we bought the house back in 2011. We came to Empire to help the sale of our house, and instead we inherit damage to perfectly good flooring and a band-aid solution that we have had to basically BEG for, for 2 weeks... Please save your time and money and shop else where.

I called Empire to have 3 bedrooms re-carpeted and I was extremely impressed by the job that the installers did. The only issue I had was that it had to be re-scheduled from the original installation date that we had agreed upon. They did not notify me of the rescheduling -- I had to contact them about half an hour after the time frame they gave me expired, just to find out it had to be rescheduled. This left my house a mess because all of the rooms were already cleared out anticipating the installation ... they came out a 2nd time 3 days later and the installers said that they were a few feet short on carpet so we agreed to reschedule again to the next day so they could ensure all the carpet came from the same roll and that the color matches. Once they finally got it installed, Empire happily gave me a discount on the order to accommodate the inconvenience suffered. I would recommend Empire to others.

Excellent customer service from start to completion of installation. Sales representative was knowledgeable about the product and did not pressure for a sale. The installation team was professional & did a wonderful job. I love my new floor and I'm very glad that I chose Empire.

The experience with Empire was good. We live in a very rural area, however their appointments were on time and the end result was satisfactory. The weather was cold and snowy, still the installers made a significant effort to complete the job in a professional and satisfactory manner.

Very professional in all aspects of the experience.

I recently purchased flooring for two kitchens/dining rooms and am very displeased with the service and company in general. The flooring looks good and my displeasure stems from the installers' timeline and Empire's accounting department. The installers showed up late on both days and took 90 minute lunches. Both installations were 99% complete at the end of the second day with the exception of one transition strip. The second install day didn't finish until almost 7:30PM. It would have been nice if they showed up before 10:30AM that morning.

I had to call the office three different times to get the final transition strip installed and that didn't happen until two and a half weeks after the main installation.

The last big issue I have with Empire is they charged me twice for one of the installations. Almost $2400 extra was charged to my account and I am still dealing with trying to get it resolved (2 months after install).

If I could do it all over, I would have opted to install ceramic tile, myself, and saved the money and hassle that it is now.

I recently had my floor repaired through Empires warranty service on August 4th, 2016 around 2:00pm.The workers (2) that were doing my repairs had been working out of my garage where I had my brand new Ryobi 18v air strike cordless brad nail gun and battery stored (purchased June 22, 2016). My mother-in law who was over seeing the repairs due to my wife and I being at work that day, noticed they had moved some of my other tools around. I am not sure if this was accidentally taken by one of them thinking it was theirs. I looked everywhere in the garage today August 14, 2016 and it is missing. My wife had one of the workers phone number on her cell phone still from when he called to say they were heading over. I called the worker who did the repair work and was told that he didn't use a nail gun for the repair work. I would just like my tool returned to me. If it is not returned I will have to take further action.

My hard wood floor is beautiful. I just wish that when Empire advertises a sale that they specify which product is on sale. My first choice was not on sale so I had to choose the second one which looks beautiful. Dont show me samples not included in sale. Installation process was excellent!