We just ordered two runners for our stairs, and it is the worst experience I have ever had with a company. I have a page and a half of errors, too many to put on here.
Their subcontractors don't show and don't call you to let you know they can't make it today. Empire does not call you to reschedule, you have to call a customer service rep and they put you on hold. They can't call you back, and they can't e-mail you back, so you just have to wait. Best the rep can do is put notes in the system for managers, and they won't give you number to managers, who are the real people who make the decisions.
I wanted my money back but they said in the contract that subcontractors can make errors so there is no kind of money back program. Best you can do is yell at the reps but that gets you nowhere. It is a total scam with the worst customer focused business model I have seen.
We had used they about 8 years ago for simple carpet and they were good, but they have really gone downhill since then, and I would absolutely not use them. Go to a local place and spend a little more for better quality.
Reason of review: Poor customer service.
Monetary Loss: $1080.
I didn't like: Horrible customer service.