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2.7 Based on 119 reviews
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  • Customers like
    • But not to repair it 3
    • Came to my home 3
    • Initial contact 3
  • Customers don't like
    • Customer service 10
    • Horrible customer service 9
    • Lack of caring 9

We recently had carpet and other flooring installed. The salesman was good, talk up empire and product as he should. Our install had been scheduled for 2 months and the morning of the install they called to say they didnt have a crew to do all the work. We told them this was unacceptable as this had been scheduled for 2 months. They asked to move it to the following monday which doesnt work when most people work durung the week. The install... Read more

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Absolutely worst experience ever! My mother purchased carpet from them and vinyl for installation. She is working on listing her home for sale. She spent a good deal of money with them. They canceled on the carpet install, after she'd taken the day to deal with it, because the truck broke down. Rescheduled for the next week, pushing back the listing of her home. Only they no showed. I cannot even believe how my mom was treated by these people.... Read more

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Bad customer service! First floor installation had to be rescheduled and the day of the reschedule the guy never showed up. The third time trying to have this project done the guys came and took our money and left saying they were going to Home Depot. They never came back. We cx the order altogether. Still waiting for our refund. Also no one ever calls u back. When all of this was going down we called the guy who first ever came to our home and... Read more

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Worst customer service ever. Once they get your money they completely ignore you. They say they are getting help but never return calls. They've had our money almost a month now and job still not done even though they keep confirming dates and don't show because they are out of product. They say they will offer us compensation but that was a big lie. I will never do business or recommend empire today Read more

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We were told by the salesperson that we would have our carpets installed in one day. The one worker did not show up until noon the first day and we are in day 3 and no one has even shown up to finish. The job done looks horrible. There are seems everywhere that don't match. I called customer service and they tried to issue a $75 for the inconvenience. They have no installers to finish the job and are not even sure when they come come out. We are... Read more

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Beware! After 1 hour and 7 minutes on hold - hoping I would hang up I guess - on their 1-800 number I got no satisfaction and basically was sent in an endless loop of phone tree pass offs. Absolutely the worst customer service I have encountered in any business. No one has a direct phone number, no one can be reached, you are basically screwed as soon as the salesmen leaves your house. DIt is my opinion that flooring is merely a front for... Read more

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Please do not associated yourself with this company. I purchased high grade carpeting from Empire in 2013 with the highest grade of padding they offered. In 2015 I noticed rolls in the carpeting in every room. It appears that the installers did not properly stretch the carpeting nor the padding. I regret wasting my hard earned dollars for their shoddy materials and installation. They say they have reasonable prices with good quality... Read more

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Empire was supposed to install $5,000 worth of carpet and cancelled 2 times the morning of installation. The first time they offered a $400 credit and I accepted. The second time I told them to cancel it for good and thanked them for wasting my valuable time. This was a huge Inconvenience to my wife and son who had to be sent to a sitter for the day. Our house is turned upside down in preparation for the carpet. We will go with a small local... Read more

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My carpet was scheduled to be installed on july 13th, 2016. I received confirmation calls the day before and the morning of. An hour before the installers were scheduled to arrive we received a call stating that the carpet was out of stock. My house has been cleared. My wife and I are took the day off of work, $$. The kids are at a sitter, $$. Empires response was one of zero compassion and zero willingness to give us revolution. You can tell... Read more

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The finally fixed the issue. If the company had the carpet guys come out in the first place they could have saved themselves a headache! It took ten minutes and they didn't even have to move all the furniture. Customer service talk to your floor professionals before your argue with your customer. It will save you so much ill will. Thank you for fixing the issue. As I said before the sales guy was amazing, the hardwood guys were fabulous. I... Read more

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