From the first phone call, Empire was responsive and understanding of our client needs. The representative met with us to discuss our requirements. Empire then followed through agan when they provided an efficient and high quality installation of our carpet on the stairs.
The sales guy they sent us was friendly and knowledgable, and was able to work with us on getting the price down to our budget. The type of hardwood we picked was perfect for our house. The crew arrived a little late and didn't seem sure exactly what the job was. After I explained in detail what they were doing, the work began and in total took 2 days to complete. The tried to upsell us on a sub-floor, but I said no. The only extra cost that we paid was to put a wood subfloor around the fireplace to replace the concrete hearth that they removed. Well, guess what? They weren't supposed to do this. My chimney cleaner came over the other day to do our annual cleaning and explained in detail that this was a code violation and also a fire hazard. This was never explained to us and if we knew this I would have demanded that the concrete hearth be maintained.
While I would refer Empire to friends & family in terms of the overall quality of the work, I'm pissed they didn't know the codes and advise me before doing the work. The cost to fix this is not going to be small, and I'm taking it up with them.
I had done my all my homework, found pricing I was satisfied with and was ready to get my carpet installed when I saw the ad for Empire on the TV. They advertise that you can order your carpet today and have it installed tomorrow and I immediately thought that it was highly unlikely. I called the toll free line at 11 am that morning, they had a salesman at my door to measure and quote the job by 3 pm the same day. I showed them the carpet I had decided on and told them the price I had been quoted. They matched the quote and were able to install the next day. The salesman was very polite and not at all pushy and when the installers arrived the next day I was equally pleased. They did a great job and cleaned up and vacuumed beyond my expectations. I was so pleased with the company that this past week I just had them come back and carpet my hallway, stairs and another room on the main level. The process worked exactly the same. Great Job Empire.
Empire Today sent in a sales representative who was quite corteous but apparently lacked complete training about the product.
He claimed that the 60% off was only on carpets and claimed that the price of hardwood that Empire Today was offering could not be compared to other available retailers as no other retailer sold this product... I cannot confirm this. Apparently the claims on their TV advertisments imply a price that is nowhere close to what they actually quote. It also implies that the discount is on hardwood, carpet and laminate but that was not the case.
On the day of the installation the installer shows up at the agreed time. Problem is that the sales rep's manager is apparently disatisfied with the price that was quoted. He now starts renegotiating with me and has put in a new requirement that the hardwood needs a subfloor to be installed with additional costs. Interestingly enough the sales rep already checked the floor under the existing carpet (from the air conditioning vent and was quite certain that no subfloor installation was required).
The hardwood requirement is calculated to include wastage (which is logical). The installer basically installs the flooring and saved two boxes of hardwood, which he then promptly informed me was what they would take back. To date no refund has been provided to me for this excess hardwood that was taken back. Your guess is as food as mine as to what this excess hardwood is use for.
They speak about warranties but quite conveniently fail to provide the documentation to support these warranties.
I would stay well away from them.
Estimator was new and did not order enough rug. She also failed to inform me that I would have to pay cash to have the toilets removed and my doors put back on. I specifically told them that I had movers coming and had to have the rug down within two days. The installer could not speak English and brought his two young daughters to assist him. It took them two days. They worked very hard and long hours to accommodate me, and I did sign that they did a good job, but now I have noticed many defects. My laminate in the bathroom is separating, and patches of rug are coming loose. It was a very stressful experience. It was nothing like what their TV commercial portrays!
The sales rep seemed to know what he was talking about: installer arrived and could not proceed, sales manager arrived to brainstorm. Cable TV line could not be put under the laminate, ceramic to be removed underestimated. Ended up with cork subfloor where carpet was so laminate & cork level, front entrance ceramics removed and laminate installed. Room transitions bars had to be replaced as they were lifting. Got a credit for the cost to remove ceramic and no charge for the cork which is much better than laminate & underlay only on top of cement. Took 3 day instead of 1. Carpet pushed a few days and that went without a snag.
We called Empire Today because of their ads offering 60% off (on certain styles). We wanted a berber carpet for a basement renovation we had completed. The salesman gave us a price but when we asked about the 60% off we were told it didn't apply to this style (of course). Since the price was in line with with other estimates we went ahead. The installers arrived the next weekend (we could have had the next day, but we were not ready). they did a very professional job in both the rooms as well as the stairs. We're happy with the installation but not so much the advertising gimmicks.