empire carpet customer service service customer installation home house sales installers
Empire Today's reply to:

Empire Today - Carpet Installation Review

Dear Virginia,
We appreciate you bringing your concerns to our attention, and understand that we have spoken to you regarding the damages in your home. We will continue to investigate further and will be in contact with you shortly.
Thank you.
Review
#1009624 Review #1009624 is a subjective opinion of poster.
Reason of review
Bad quality
Empire Today - Carpet Installation Review

Stay away from Empire today. Installers damaged two walls.

But what is most upsetting, is that after two weeks, seven phone calls and an email to The company, reference complaint 1–252066589 was told somebody would call that night each time.

Not one return call. Unbelievably bad company stay away.

Empire Today's reply to:

Empire Today - Tile Installation Review

Dear Frank,
Thank you for bringing your concerns to our attention. We are disappointed to hear that you were not satisfied with your installation experience. We will be in contact with you soon to review your concerns and start working towards a solution.
Thank you for your patience.
-ET Customer Support
Review
#1006629 Review #1006629 is a subjective opinion of poster.
Reason of review
Bad quality

The salesperson promised a complete, professional and clean demo and installation. I received non of the above.

He told me they would curtain off all non working areas and that was far from true. When they were removing the old tile it was like a war zone here. We were in another room and pieces of tile was hitting the door like golf ball size ice pellets hitting a tin roof. Tile flew everywhere.

They never sealed off the other rooms , so the became full off broken tile, soot and dust. If it was not for me putting a large rolled up bath tile under the bedroom door we might have been hit by chard pieces tile. The whole myth of the operation is Empire does not employ their own installers. They sub out all the work to below standard companies, who really don't care about the quality of work or the customer , they just want to get the job done and get paid.

I complained all that horrible day and was greeted the next morning by a crew of about 6 or 7 men to start the install. After not getting a satisfactory explanation the first day , I was not going to be happy with these people to complete the job. I made a few phone calls to Empire and then decided to ask them to leave the premise. They also stated that the just might have enough tile to lay it in diagonal pattern like I had paid for..Bottom line is that they charged me a astronomical price for the fist dsy of demo $$$900.00.

I am seeking another companyto finish the work.. CONSUMERS BEWARE !!!

THE BIGGEST. RIPOFF COMPANY GOING !!!

Empire Today's reply to:

Fed up! | Empire Today review

Dear Sandra,

Thank you for bringing this matter to our attention. We apologize for the lack of follow up that you have received, and assure you that your concerns are important to us. We will be in contact with you shortly to start working towards a solution.

Thank you for your patience.

ET Customer Support
Review
#1005749 Review #1005749 is a subjective opinion of poster.
Cons
  • Quality of the job
  • No show
Reason of review
Poor customer service
Loss
$1500
Preferred solution
Full refund
Fed up! - Empire Today review

I had carpet installed 2 weeks ago. During installation they discovered the carpet for my master bedroom was defective.

There was *** in the middle of the carpet. I was told someone would get in touch with me within 1 business day to schedule another installation. I have yet to hear from anyone. I have called the 800 number 3 times and get a run around.

They try to call the local installation office and no one will answe the phone. All I'm told is they will fill out a ticket and someone will call me. No one does. My salesman can't even get any answers.

It seems who ever does the scheduling for the Baton Rouge area never answers phone calls or emails.

I'm done! I want my money back so I can hire someone who will finish the work.

Empire Today's reply to:

Empire Today - Review in Household Services category

Dear Elizabeth,

We are sincerely disappointed to hear that about this matter. We take concerns such as this one very seriously and we will continue to investigate further.
Thank you for your patience.
Review
#1003770 Review #1003770 is a subjective opinion of poster.

Pulled up wallpaper off wall

Empire Today's reply to:

Empire Today - Carpet Installation Review

Dear David,

We understand your frustration and are disappointed to hear that your installation was not completed as scheduled. We will be following up with you shortly to learn more and start working towards a solution.
Thank you.
Review
#1002217 Review #1002217 is a subjective opinion of poster.
Reason of review
Bad quality

Worst management worst carpet company I have ever experienced. Guy shows up doesn't have the pad we paid for or the glue to glue down the tac strips.

Pretty important stuff. Call for management and cannot get anyone except for a supervisor in Texas (1500 miles away) I ask to talk to his manager and he says he doesn't have one at first. "Your telling me you are a supervisor and do not have a manager of any sort!?" "Sir for the inconvienece we can offer you 50.00. 2 percent discount for ruining my Super Bowl party.

Carpet comes 5 days from now supposedly.... thanks empire for having me on the phone all day and solving nothing but chaos.

Empire Today's reply to:

Empire Today Laminate Flooring Review

Dear Monica,

We understand that this has been a frustrating situation, and regret to hear that you have been inconvenienced by this matter. Our records show that we have spoken to you and have attempted to reach an amicable solution. We will further review your concerns and will be in contact with you shortly.

Thank you for your patience.
-ET Customer Support
Review
#998835 Review #998835 is a subjective opinion of poster.
Reason of review
Bad quality

Horrific installation experience. Installers arrived 5 hours late.

I asked if they had emeritus time to finish the job and they assured me that they did. At 6:00PM only the carpet padding was installed. Installers packed up their van and left with no explanation, no note, they turned off their cell phones and would not answer my call or respond to my texts.i had the installers cell number because he called me earlier in the day. My home was left with furniture and mattresses standing up against the walls etc and couldn't even get into my bathrooms.some furniture was on my screened in lanai with rain forecasted.

I was in panic mode. Thanksgiving was 2 days away and I had guests coming for the weekend. the installers had earlier told me that they were all booked up the next day so I knew that they weren't coming back. I called the customer service number at Empire and got transferred around to about 20 different employees.

The next morning I started making calls again and finally got a lady that told me she would speak with the installers supervisor. The same installers were sent back the next afternoon to finish my job and they had the attitude that they were not pleased to be sent back to complete my job. They made a rude comment about their boss. In my opinion, they were overbooked and overworked and just ran out of one in my job.

The actual installion he next day took 4 hours, so if they would have finished the job the day that they left at 6pm, my installation would have been completed at 10:00 pm. They just ran out of time and left with no explanation. It was an extremely stressful 24 hours with many many calls to Empire to finally get some help.

Empire is such a big company, that nobody gives a *** absolutely you. Never never never hire Empire!!!!!!

Empire Today's reply to:

Empire Today - Flooring Installation Review

Dear Leah,

We never want our customers to be disappointed in the work that is done in their homes, and regret to hear that your installation has not met your expectations. We will be in contact with you shortly to discuss this matter further and start working with you towards a solution.

Thank you.
-ET Customer Support
Review
#994184 Review #994184 is a subjective opinion of poster.
Reason of review
Bad quality

Poor customer service and wrong productEmpire today installed laminate flooring on the main level of my town home. After installation we noticed that the kitchen was significantly lower than the dinning room which caused our table to sit at a noticeable slope.

8 months later we had our fridge repaired which resulted in a leak and caused damage to the floor. I contacted empire to come out and give me an estimate on a repair of the damaged boards. I also asked for them to look at the level issue. An installer came out and insisted that it was level until I showed him with a level that it was not in fact level.

I then spoke with the service manager whom quoted me $800. When I told her the issue with the level was not our fault she changed the quote to $758. Several weeks later the installer came out to replace the boards and level the floor. The installer installed boards that were the same color but a different finish.

The boards that were replaced were noticeably duller than the ones initially installed. I contacted the service manager twice before hearing back. When I spoke with the service manager I asked that the boards be replaced with the correct ones or a refund be issued. The manager told me they don't always have the same boards so they usually don't match.

The manager then stated she would not issue a refund because they did the work and were repairing something that was my fault was damaged in the first place. When discussing my concern with her response she asked that I send her some pictures of the boards so she could show the installers and ask if they saw an issue.

I did email her the pictures. However, based on her response I'm not expecting much.

Empire Today's reply to:

Wrong carpet/ DAMAGED WALL'S | Empire Today review from Westbury, New York

Dear Cara,

We’ve read your review, and regret the issues that occurred during your installation. We realize this has been a frustrating situation, and we want to help make things right for you. We will be contacting you shortly to discuss the situation and ensure that a solution is reached.

Thank you.
-ET Customer Support
Review
#993986 Review #993986 is a subjective opinion of poster.
Pros
  • Being able to shop at home
  • Originally liked salesperson -
Cons
  • Never use them again
  • Not resolving problems
Reason of review
Not as described/ advertised
Loss
$800
Preferred solution
re-do wrong carpet

EMPIRE SENT TWO GOON'S TO OUR HOME WHO COULDN'T SPEAK ENGLISH.BEFORE WE COULD STOP THEM FROM PUTTING THE WRONG CARPET DOWN IT WAS DOWN. I AM ON DISABILITY AND DIDN'T APPRECIATE THE DISRESPECT.I CAN SEE HOW PEOPLE ARE SO PISSED OFF THAT THEY JUST WANT THE WORKERS ?

OUT.DISGUISTING WAY TO DO BUISNESS.WE HAD THE SALESMAN BACK TO SEE THE DAMAGE ,HE APOLOGIZED AND TOLD US THE COMPANY WOULD TAKE CARE OF IT,TO NO AVAIL !

THIS IS A TERRIBLE WAY TO RUN A COMPANY AND I WILL MAKE SURE EVERYONE I KNOW OR COME IN CONTACT WITH KNOWS HOW BAD THIS CO. OPERATES.

Empire Today's reply to:

Empire Today - Customer Care Review

Dear Charles,
We understand that your time is valuable and sincerely regret to hear that you were inconvenienced by a missed sales appointment. We will be in contact with you shortly to discuss your concerns, and make things right.
Thank you.
Review
#993074 Review #993074 is a subjective opinion of poster.
Reason of review
Poor customer service

I set a appointment to get a quote and no one showed up or called. The next day I received a email saying they would like to talk about my options with the quote I received.

I replied to the email and explained that they were a no show and I wasn't very happy about waiting around for nothing. Still haven't received a response.

Resolved
Empire Today's reply to:

Resolved: Empire Today - Carpet Installation Review

Dear Chris,
Your satisfaction is important to us, and we’re disappointed to hear about the delays in your installation. We’ll be in contact with you shortly to learn more and start working towards a solution.
Thank you for your patience,
-ET Customer Support
Review
#990135 Review #990135 is a subjective opinion of poster.
Reason of review
Pricing issue

The poorest service I ever encountered. It took almost a week for my installation to be done because Empire Today didnt have the carpet on my scheduled date Tuesday.

Pushed the date two days out Thursday and no carpet. Pushed another two days Saturday and finally got carpet installed. I called empire before my installion to work out a discount and was told to call after the installation was completed to take care of it. After the installation, I proceeded to call and spoke to the installers mgr.

and agreed to pay half the amount of the original quote for services and installation. Now I'm getting notices for the balance owed or will go to collections.

For the 3 days I missed from work is far more than the $200 discount which empire is offering. UNACCEPTABLE!