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

Empire Today - Customer Care Review from Durham, North Carolina

Dear Customer,
We have read your review and are disappointed to hear that you were inconvenienced by two missed sales appointments. We want to make things right, but are unable to locate your account with the information posted here. Please email your concerns and account information to customersupport@empire-today.com, and mention PC in the subject, so we can further assist.
Thank you.
Review
#943681 Review #943681 is a subjective opinion of poster.
Reason of review
Poor customer service

Made an appointment for a free estimate, never showed. Called to ask what happened, "oh please reschedule for an additional 10% off".

Ok, so i did. Again, didnt show or even call!

Empire Today's reply to:

Have chosen differently | Empire Today review from Brooklyn, New York

Dear Cynthia,
We are disappointed to hear that you were not satisfied with your experience. Per your request we have since cancelled your order and processed your refund. For any future inquiries please contact us atcustomersupport@empiretoday.com.
Thank you.
Review
#942370 Review #942370 is a subjective opinion of poster.
Cons
  • Being put on the phone with 3rd party
Reason of review
Poor customer service

The installer came installed the carpet went great. Went to install bathroom and kitchen and told me I was sold incorrect flooring he could not do the job.

The installer was GREAT. Then after having given the sales rep $2600 cash and job being done before 2:00pm the installer was sent back to get $1700+ from me. The person on the other end of the phone was very unprofessional talking to me about money that was clearly already given to empire. All this while dealing with my mothers death the day after order was placed put so much added stress.

HORRIBLE BUSINESS PRACTICE. WILL NEVER DEAL WITH THEM AGAIN NOR RECOMMEND THEM!!!!!!!

Empire Today's reply to:

Empire Today - Carpet Flooring Review from Benson, North Carolina

Dear Darlene,
We know that your time is valuable and regret to hear that you were inconvenienced by a missed appointment. If you continue to have questions or concerns regarding your experience, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#941764 Review #941764 is a subjective opinion of poster.
Reason of review
Poor customer service

I had appointment this morning and when there was a no call/no show from Empire, I called them. I was told it was "unscheduled" but they neglected to let me know.

UNBELIEBABLE!! Rotten way to treat someone who wants to give you business, maybe it's because today was the last day of advertised 50℅ special.

Empire Today's reply to:

Empire Today - Carpet Flooring Review from Curwensville, Pennsylvania

Dear Customer,
We regret to hear that your experience has not been a great one. We want to help, but unfortunately we cannot locate your account with the information posted here. Please send your account information to customersupport@empire-today.com so that we can follow up with you.
Thank you.
Review
#941318 Review #941318 is a subjective opinion of poster.
Reason of review
Bad quality

We got carpet in 2013 from Empire. Was to be the "highest quality" they have.

Within 6 months the carpet began peeling away from the backing. Empire came in and said it was defective and replaced all 1200 sq foot. Within a year it occured again. Their inspector came in and took a "sample" leaving a quarter sized hole that they later refused to replace.

The "3rd party" inspector stated it was not a defect and they decided to stretch the carpet where it was peeling away and reglue it only after I contacted BBB. It was okay for about 2 months and then began to do the same thing. Empire offered me "better quality carpet." For "$400" a room which is hilarous because they assured me I had purchased the best to begin with. I later dropped the issue and am just waiting to save up to buy better flooring for our home.

Never would recommend anyone to this company!

Their salesmen lie, their customer service is rude, and their warranties have a lot of loop holes.

Empire Today's reply to:

Empire Today Carpet Installation Review from Saratoga Springs, New York

Dear Amber,
We sense your frustration and are disappointed to hear that you feel this way. We understand that we have addressed your concerns. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#940090 Review #940090 is a subjective opinion of poster.
Pros
  • Easy to schedule in-home consultation
Reason of review
My carpet installation job is still not complete, one month later
Preferred solution
Deliver product or service ordered

These people are the very definition of slimeballs. I went with them mainly because I was on a very tight time frame to get carpeting installed before I moved into my new house. My salesperson, Jolene D. is the very embodiment of a used car salesperson. She tried every tactic to get me to commit to buy from them immediately (the let me call my manager to see what we can do about price scam, etc). I had to get carpet installed within a week, so begrudgingly, I went with them. Also, there "half-off" promo is a total scam. They don't give you any prices on the carpeting upfront, so you have no idea what your getting half-off of. The carpet that I supposedly got "half off" of was approximately the same price of similar spec carpeting at REGULAR price in a big box store. There's no deal at all there.

The idiots they sent to install the carpet were clearly subcontractors and didn't give a *** about customer satisfaction. They were supposed to call with a timeframe for installation, which they didn't, and just showed up at my house.I hadn't even moved in there yet and lived a half hour away so they had to wait there for me and then had the audacity to give me attitude about it.

The best part is that on my stairwell, I still have 6 stairs that have old carpeting on them. Why you ask? Well, because they did not bind the carpeting on the one side of the last 6 stairs, which is what I had paid for. They actually tried to fold over the carpeting and staple it!! Neither of the contractors spoke English well, so communicating with them was a nightmare. I placed calls to my salesperson, Jolene D., who didn't respond to repeated texts, or phone calls until I finally threatened to cancel the order. No delivery, no commission I guess. That got her greedy hands dialing the phone.

She said they could have the carpet bound and then come back in 1-2 weeks just to finish the remainder of the job. Well, a month out, I still have stairs with old carpeting.I have repeatedly called, texted, and emailed Jolene, "who will be there for you throughout the entire process" to no avail. Once this piece of work gets her commission check, she leaves you high and dry. I eventually got a hold from someone in Customer Service who scheduled the work to be completed, supposedly yesterday, and no one showed up. I tried calling Jolene once again, and shockingly it went to voicemail, and I am sure the message will not be returned.

Avoid Jolene D, and avoid Empire like they are the plague. They are a "take your money and run" operation. Jolene is a disgraceful and unethical salesperson and I am guessing those values are the corporate values of Empire Today, spread from the top-down.

Empire Today's reply to:

Empire Today - Customer Care Review from Fort Washington, Maryland

Dear Don,
We are disappointed to hear that you were inconvenienced by a missed sales appointment. If you wish to reschedule your appointment in the future please contact us at 800-588-2300.
Thank you.
Review
#939852 Review #939852 is a subjective opinion of poster.
Reason of review
Poor customer service

On line appointment system a total joke. Had late appointment tonight, i called to verify was told sales person would call.

Never called during appointment window. 800 no called well after appointment window closed to rrschedule.

What a wasted evening. Empire today is useless!!

Empire Today's reply to:

Empire Today - Linoleum Installation Review from Stamford, Connecticut

Dear Gregory,
We regret to hear that your experience has not been a great one. We want to help, but unfortunately we cannot locate your account with the information posted here. Please send your account information to customersupport@empire-today.com so that we can follow up with you.
Thank you.
Review
#939458 Review #939458 is a subjective opinion of poster.
Reason of review
Bad quality

Linoleum was installed on an angle and the installer said that the kitchen cabinets were not aligned properly instead of admitting that he had screwed up the install. Called customer service and had to drive 135 miles to the install location, my summer cottage, to meet with a manager, to get agreement on reinstall.

Came

back out to the house this week for reinstall of Linoleum. It is now 12 noon and the installer has not shown up yet. These people are the absolute worst company to deal with.

Forget about the price!!!!!!! They suck!!!!!!!!!!!

Empire Today's reply to:

Worst Flooring Company EVER!!! | Empire Today review from Apple Valley, California

Dear Dawn,
We are disappointed to hear that your product did not meet your expectations. Our records show that we have been in contact with you since your last posting. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#938786 Review #938786 is a subjective opinion of poster.
Pros
  • Quickness of install
Reason of review
Bad quality
Loss
$3000
Preferred solution
Full refund

I have used Empire twice (because I believe everyone deserves a second chance) but both times my install jobs were a nightmare! The first time a couple of guys who spoke no English showed up in a beater truck with Washington plates at 9 AM--and at 9 PM they were still trying to figure out how to lay the tile!When the job was finished the tiles didn't match up and they had glued cheap plastic edging over my existing baseboards with a reddish adhesive smeared everywhere--it looks a mess.

Years later I thought I'd try them again for carpet--after all--how hard could that be?

The first day they showed up and tore out all my old carpet only to discover they didn't have enough new carpet to do the job! The second day they showed up, threw the stuff down and took off in a rush--with a half-*** install job which is now lumping and sliding down the stairs!

I called customer service and they sent someone out who told me it had been installed incorrectly over the wrong padding and the whole job would need to be redone. Three weeks later--no word from anyone.

I call again and I am told by some snippy little customer service girl that the notes say the problem was caused by "pet damage" and they aren't going to do anything about it!!! I asked her if anyone bothered to look at the pictures and maybe notice the problem has nothing to do with "pet damage" and she says she will call me back the same day--a week later still not a word! I am now going to report this to the BBB because Empire's customer service is the worst and I am stuck making monthly payments on carpet that looks terrible!

STAY AWAY FROM EMPIRE TODAY! That's the jingle their commercials should use!

Empire Today's reply to:

Don't fall for their Lies | Empire Today review from Rock Hill, South Carolina

Dear Tia,
We know that this has been a frustrating matter, but understand that we have worked with you to get this situation rectify. For future inquiries please contact us at customersupport@empiretoday.com.
Thank you.
Review
#938166 Review #938166 is a subjective opinion of poster.
Cons
  • Installation
  • Customer service
Reason of review
Warranty issue
Loss
$3500
Preferred solution
100% of repair cost covered. If not offering that- no resolution can be made.

We bought flooring through them for our kitchen, dinning and laundry room in 2012 with a 'lifetime' warranty. We are on a slab foundation and asked the salesman prior to purchasing if we needed to repair some low spots in the floor.

He assured us that if anything needed to be done then the installer would handle it for us at the time of installation. The installer told us it was not needed but that if we had any issues in the future that it would be covered under the warranty. Here we are...4 years later...with flooring issues in those spots. We contacted Empire Today (this process took over a month because no one would ever call us back) and they said they could not do anything because it is the sub-floor and not a defect in the actual flooring we purchased.

They said they only warranty the installation for a year. Their "solution" was to charge us $1500 more dollars to come in and replace the flooring. They said this was a deal. It is a deal....for them.

We were also told by the salesman that the floor would be repaired at no cost to us if we were to damage it by dropping a heavy pot or something on it...this too was a lie. Do NOT trust what their salesmen say. The only thing covered under the warranty is actual defect in the product. They do not stand behind the installation of those products and will give you false promises during the sale.

I recommend going local.

They are usually smaller operations that care about they work they do and want your business again. There is nothing more we can do to resolve the issue, but i hope this review will keep someone else from making the same mistake we did.

Empire Today's reply to:

Will never use Empire again | Empire Today review from Houston, Texas

Dear Janice,
Your concerns are important to us and we are glad to know that we have worked with you to reach a solution. For future concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#937755 Review #937755 is a subjective opinion of poster.
Cons
  • Treatment as a consumer
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution
Tags
  • floor installation

We contracted with Empire Today on September 21st to install hard wood floors in 4 rooms of our home. The installation was originally scheduled for October 3rd (12 days after the purchase) and Empire called on September 26th to confirm October 3rd as the installation date.

On October 1st we were notified that Empire didn’t have enough product to do the installation in their local warehouse & the installation would be rescheduled. We later learned that the product was in the Dallas warehouse & needed to be shipped to Houston but no one had bothered to check the inventory until 2 days before the scheduled installation. No one ever called to reschedule the installation so we finally called and after considerable run-a-round finally got the installation scheduled for October 10th. No one called to confirm but they finally arrived at 9:30 on the 10th but then left at 3pm saying they would return the next day between 7 & 8 am.

They arrived on day 2 of the installation at 9:30am instead of the 7-8 that they promised. They pretty much completed the job except for finishing the borders at the room entrances and around the walls. The left on day 2 around 5pm stating they would go to the warehouse and would be back at 9:30 the next day to finish the job. They never showed and did not call to reschedule.

We were told when we called to inquire about the status that the installers were on another job and the Empire representative rudely stated “you aren’t our only customer”. We never did get an explanation as to why the installers were pulled off our job before it was completed.

When the installer finally arrived to complete the job he was by himself so was unable to move some of the furniture so left without completing the job.