Empire Today - Seattle, WA — Local services in Kent

The carpet itself and installation crew were great, and you can always count on Empire to give you a competitive deal. Where working with Empire is a challenge is when you ask them to do things JUST a bit outside their catalog. To win my business, the Empire sales rep agreed to install some extra baseboards in a room which was not getting new flooring. "No problem," he said, "We'll just add the linear feet to the total job, and I'll let the subcontractor know that they're doing two additional rooms."

On installation day, the subcontractor was confused, had not been informed about the deal, and refused to do the work unless he was paid, either by Empire or myself. When I called to understand what had happened I a) learned that the extra room notes from the salesperson were missing and b) that he had incorrectly measured the total amount of installation work necessary, so there was a labor balance due (just over $100).

In speaking with the sales rep and Empire, I asked them to make it right by eating the cost of installation. They said no, because "they were doing extra work than what had been paid for." When I insisted on the fact that I thought the work was what had been measured by THEIR employee, I got empty apologies and told that a balance was due or I could do it myself. Also, that I had to pay the subcontractor directly. This is all happening mid-job, so the sub is both trying to work and also negotiate with a third party. I finally agree to pay the sub out of pocket, but demand a reciprocal refund from Empire. "You screwed up, you make it right. I will pay your sub, but I expect a refund in return."

This was four days ago; I've still not heard from Empire other than an automated "please leave us a review" email. Interestingly enough, though the sub and I agreed that I would pay him, when the time came to wrap up and sign off on the job, he didn't ask me for money. Whether he forgot to ask or Empire contacted him to settle up and never informed me will remain a mystery.

All that being said, Empire is a big big company with folksy sales people but subcontracts the majority of its labor out. I make a point to not work with Big Box stores because I get a similar experience to what I went through with Empire. At the end of the day, all of this was based on understandable human error, and it was for very low table stakes in comparison to the total cost of the installation. That Empire made me jump through the hoops that I did and the stress that I took on was unnecessary.

If they made it right without telling me, I appreciate that. But based on my experience, I am going to assume that the subcontractor genuinely forgot or decided it wasn't worth the fight. So to Carlos, and his crew, you have my thanks. To Empire, thanks for the carpet and the wholly unnecessary...

6/24/25 update. So Empire sent the installer back saying they would try to better match the flooring but all they had was the same material that didn't match pattern or manufacturer. I'm glad I was able to see the material because they clearly don't go together as shown in the picture I'm posting. The installer also told me that was what they gave him and he had to pay for the material himself $5000 dollars obviously a lie the job only cost $3500. After talking to Amy again she insisted this is all they have and it is industry standard. I told her I am extremely disappointed and if I was told this is how my stairs would come out I would never have accepted the contract. I told her I was happy to pay for the hallway but should not have to pay for the stairs. I want them removed and I will have them redone. She said they will not do that so it looks like I have to go to court.

here's an update. I just got off the phone with Amy my point of contact. I called the office number they told me she was in a meeting. Then called her directly she answered right away. I feel I've been getting the run around. Amy insists it is normal for the flooring to be uneven and not match dispit what other flooring companies saying that is not correct. Mathew the sales person from Empire also told me it should be flush. They are sending someone tomorrow to look at my stairs and talk to me. We will see.

Another issue I found was I was told there was a promotion on interest I received a statement with 35% interest not what I was told. looking at other reviews looks like I'm not the only one with this experience. That will be a later issue.

Looking at other dissatisfied customer reviews I see a response from Empire indicating they would endeavor to correct the problem. I haven't seen any customers follow up saying the issues had been resolved. I will see what happens for me.

I've been holding off on writing a review hoping Empire would correct the issue. I had flooring put in on my stairs and upstairs hallway. On the stairs I noticed the bullnose and flooring were different elevations about a 1/16 difference in elevation. As you can see in the picture with a 16th inch shim. Later I noticed they were different pattern and materials. I asked the installer he said it would be ok. I talked to the sales rep who told me it should be flush. I contacted Empire and someone called me saying it was industry standard. I didn't agree so I contacted several other flooring companies who all informed me it was not! Industry standard. Why would I want stairs that didn't match or properly fit! I texted the sales rep on Friday expecting to talk about it because he was supposed to call. Still haven't heard from him. I am extremely unhappy! I expect Empire to put the correct matching...

My experience with Empire started apparently OK. The salesperson (Matt G.) came to the house, looked at everything (I was replacing flooring in the whole house), measured, and provided a reasonable quote. I agreed to have them do the flooring, and the install was scheduled for four weeks out. Trouble started almost immediately. A few days after the sales appointment, I tried to reach Matt G. to make a very small change in the product - instead of two separate patterns for living and kitchen, it was now to be all the same, making the job easier. He was unreachable. His voice mailbox was full. He did not respond to texts. I called Empire Customer Service, and they said that the salesperson had to make the change in the order. They tried to reach him and couldn't, but made a note in the file that the change needed to be made. I tried again the following week several times, both leaving messages for Matt and calling Customer Service. Finally, a few days before install was scheduled, I connected with a supervisor at Customer Service, who said she finally got a hold of Matt and told him to call me back. He did, said he would change the order, and then presumably with a straight face told me to call him if there was anything he could help with.

Install day arrives. Truck arrives, apparently with one guy (if there were more guys in the truck, they never got out nor did they make any sounds). Order was never changed, so he has wrong quantities of product. Then he decides that I need to hire an outside contractor to do air quality testing and asbestos testing. The house is NOT an old house, and in gathering quotes no one else mentioned this requirement. Clearly, flooring is not getting installed by Empire any time soon. I questioned the installer about what use was the salesperson (Matt G.) if he couldn't see anything right in front of him in the house about what the requirements would be. He admitted that orders written by Matt G. usually had problems. Plus, the installer said it would require additional materials that were not on the quote. The installer called the job supervisor. In talking to her, it was clear that Empire was not going to be reasonable, nor stand by what their salesperson had agreed to. She and the installer said that they weren't responsible for what the salesperson did. I told her that he was Empire's representative, and so of course Empire is accountable for his work actions.

My experience with Empire was, by far, one of my worst experiences with a major company in many years.

So, after waiting a month, I cancelled the order, and started shopping around again for flooring. I've selected another contractor, and hope the experience...