Empire Today - San Francisco, CA

My sales rep James Roach was awesome. My luxury vinyl planks were installed throughout my house and done within one day. I am unhappy with the way they left my house. My house that was already clean before installation, had a quarter inch thick of construction dust/saw dust on every single surface throughout my house. Even my bathtub and the bathroom doors were closed. I called and emailed my sales rep and I also called several times to the corporate office customer service line. I was promised that someone would come clean the mess they left behind and no one ever called me back. I ended up having to spend $200 to get the house clean again so we can move in. We are a house full of asthmatics. Good morning after our floor was installed we went to go see it and ended up having to leave due to asthma attacks From the debris in the air and on the surfaces of the house.

I booked to have carpet installation. Had an appointment for Monday. Technician never showed up without any notice. I waited the whole allotted time frame (8am-6pm). I was also told during the first appointment by the design coordinator that the installation will be between 8am-12pm then find out that it’s actually 8am-6pm. I cancelled plans and waited. I called customer service multiple times and the coordinator. None of them could reach the technician and didn’t know what time he would come. Time passed and ended up having to book early for the next day at 730am. If only they let me know in advance that the technician won’t be coming that day. It was very frustrating to wait all day to find out they weren’t coming and was also frustrating that this had to happen. I had work the next day but thankfully I work nights and was able to go in the morning. But It was so stressful having to wait and waste a whole day waiting. We only needed carpet exchange for 3 rooms. Other than the missed appointment and no notice, the carpet installation was fine. The one star is for the nice carpet.

Scheduling my appointment was easy. The representative Jason not only listened to my idea and my budget he also researched the flooring I had in mind. The installation team arrived and got straight to work and when they finished they asked if I had any concerns. I am so pleased with my selection and can't wait to have guests over??

Installers were great. They work hard and are very efficient. The product quality is very good. But, the customer communication was terrible. Repetitive emails showing products ordered, and announcing installation dates, then no one shows up. Then you have to call them and you find out, oh no, now it’s this day because the materials did not arrive. But no one calls to tell you not to wait around and waste your day! I reached out to my salesperson several times during this process and I never got a call back. My tip is, confirm that they have EVERYTHING for your job before they schedule the install date.

The installers were fast and very polite. We did have some concerns, however, with the final outcome: -There are many loose threads in the middle of carpeted areas (not on seams.) Will those hold up over time or will the carpet thin in those areas? These are not threads left from cutting, the threads can pull up from the plush. (See photos) The stairs are especially bad. Also, some of the metal thresholds had screws sticking up or pounded in unevenly. One screw even ripped my house slipper!