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

Customer service stinks | Empire Today review from San Tan Valley, Arizona

Hello Stevie,
We are glad to hear that you are satisfied with your finished product and that we were able to help. Enjoy the new look and feel of your home!
Review
#874168 Review #874168 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
A piece of the carpet so i can fix it myself since the are unwilling and unable. half inch by 10 inches

I had my entire house done with Empire today. The sales rep was very nice.

The wood guys downstairs were awesome.The carpet people on the other hand didn't call before the came, showed up late, and when the did show up, they did with a half crew, so it took twice as long as predicted. After the install I had a problem with an area that I had specifically asked them about.The previous people that owned the house had cats. I asked the sales Rep if I should treat it prior to them coming. He told me no that the carpet guys would deal with it when the time comes.

If it needs anything they would let me know. Well they didn't. The base boards were so swollen that to get rid of some of the smell we replaced them. So now there is a gap between the carpet and the new non-smelling base board.

I called the company to get a piece of carpet to fix it.( the guys didn't leave any) The people at the office were not helpful at all.

They didn't try to resolve my issue. They would not give me a tine sample of carpet to fix the hole that was left by their mistake.I will never use Empire again.It is a shame that problem resolution is such an absent skill in a customer service company.

2 comments
Anonymous
#1180233

I have the a similar issue and have not heard back from them. Empire came into my home installed carpet on top of the old wood threads that had cat urine on them and we have a bedroom that smells like cat urine!!! They told me that someone from corporate will call me in 1 to 3 business days

Kennidy
#1179326

Dear Customer,

We understand your frustration and would like to follow up with you to discuss your experience in more detail. Unfortunately, we cannot locate your account with the information posted here.

Please send your contact information to customersupport@empire-today.com so that we can follow up with you.

Thank you.

-Empire Customer Support

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Empire Today's reply to:

Empire Today Carpet Installation Review from Dadeville, Alabama

Dear Kim,
We regret the issues that you have been experiencing. We want to help, but unfortunately are having trouble locating your account. Please contact us at customersupport@empire-today.com so we can further assist.
Thank you.
Review
#874163 Review #874163 is a subjective opinion of poster.
Reason of review
Bad quality

We ordered 1room of carpeting and 2 closets. The 1 installers failed to.

Complete the closets. 2nd installers never showed up. 3rd installer took from 10:30 to 3 to do a 4x6 closet. Then cut the carpet pattern wrong for the 2nd closet.

So now more carpeting has to be ordered for a 2x3 closet. So who knows when or if this job will ever be completed. Oh, and customer service is horrible to say the least. Our case worker Judy never answers or returns our calls.

Will NEVER use or recommend this company again.

Ps.

I love the question below if I want empire to contact me. Yeah, unlikely to happen.

1 comment
Kennidy
#1179324

Dear Customer,

We regret the issues that you have been experiencing. We want to help, but unfortunately we are having trouble locating your account. Please contact us at customersupport@empire-today.com so we can further assist.

Thank you.

-Empire Customer Support

Empire Today's reply to:

Empire Flooring | Empire Today review from Orlando, Florida

Dear Iris,
We regret to read your post, but understand that we have since completed a product replacement for you. For any future concerns please direct to customersupport@empiretoday.com.
Thank you.
Review
#873653 Review #873653 is a subjective opinion of poster.
Cons
  • Nightmare
  • Installers not knowledgeable
Reason of review
Bad quality
Tags
  • bad reviews
  • Laminate

My luxury tiles were installed in Feb. 2015.

The installers did not speak English which made it really hard to communicate, at one point I spoke to the 10 year old son who translated for his Dad. Empire was impossible to reach. When you call them you are getting a call center. In Feb.

2016 three tiles were replaced, surprise the corners are lifting again because the floor was never prepared properly. All of my kitchen tiles are cracked. Empire will replace 20 tiles. Some of the Armstrong tiles were defective, lots of luck contacting them.

A local tile place said Empire would take care of it since I bought the tile from them. Not so. Please just go to Home Depot, Lowe's or a local flooring place. The original installers no longer work for Empire.

This is such a nightmare. I have an open concept so when they replace tiles it looks like a checkerboard. I can't believe they are not taking responsibility for this nightmare. I will be more than happy to provide photo's of the damaged tiles.

Please don't use Empire or Armstrong products.

I am now contacting the Attorney General and Better Business Bureau. Really tried to resolve this issue with Empire.

2 comments
Anonymous
#1180236

Hi, I also had a ban experience with empire please let me know how things work out for you with the better business bureau because I'm thinking of doing the same thing if they do not respond to my situation soon

Kennidy
#1179211

Hello Aubrey,

Thank you for bringing your concerns to our attention. We regret the level of service that you received and would like to help make things right for you.

Unfortunately, we cannot locate your account with the information given.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.

View more comments (1)
Empire Today's reply to:

Empire Today - Review in Household Services category from Rancho Cucamonga, California

Dear Harold,
We regret that your installation was not completed to your satisfaction and we understand your frustration. We would like to follow up with you to discuss your experience in more detail and help make things right for you. Unfortunately, we cannot locate your account with the information posted here. Please send your contact information to customersupport@empiretoday.com so that we can follow up with you. Thank you.
Review
#872163 Review #872163 is a subjective opinion of poster.
Empire Today - Review in Household Services category  from Rancho Cucamonga, California
Empire Today - Review in Household Services category  from Rancho Cucamonga, California

Horrible installation on my carpet. Laminate installer didn't show up twice I think I've had it with Empire.I got a whole room of carpet cockeyed

1 comment
Kennidy
#1178340

Dear Customer,

We regret that your installation was not completed to your satisfaction and we understand your frustration. We would like to follow up with you to discuss your experience in more detail and help make things right for you.

Unfortunately, we cannot locate your account with the information posted here.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you. Thank you.

Empire Today's reply to:

Beware of Empire Today!!!

Dear Betty,
Thank you for making us aware of your concerns. We understand that we have since completed the installation. For future concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#872130 Review #872130 is a subjective opinion of poster.
Reason of review
Bad quality
Tags
  • Flooring Product

I ordered carpet from EMPIRE TODAY in Staten Island with their Salesman Tony (worst salesman ever!) and got the old bait-and-switch!!! I chose a high quality carpet and when it arrived it was low grade garbage!

No wonder EMPIRE doesn't let you have swatches when you make your purchase! They also insist on full payment PRIOR to installation. Luckily, I caught it early and cancelled my order. Even the installers said the carpet was cheap and not worth the amount I was paying.

Tony was useless when I called him. He complained that he was too busy to come back to my home to attend to the problem and hung up on me twice.

1 comment
Kennidy
#1178338

Dear Customer,

Thank you for bringing your concerns to our attention. We realize that your time is valuable, and we regret the level of service that you received.

We would like to help make things right for you, but unfortunately, we cannot locate your account with the information given.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.

Empire Today's reply to:

Empire Carper review | Empire Today review from Lexington, South Carolina

Dear Charlie,
Thank you for bringing this matter to our attention. We regret that your experience was not a great one and understand that you have chosen another company for your flooring needs. If you continue to have any future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#871713 Review #871713 is a subjective opinion of poster.
Reason of review
Poor customer service

Terrible experience with Empire.

Contracted to put carpet in two bed rooms. Both room had laminate flooring that was to be removed first.

The first group that came out stated it was not on the work order to remove the laminate and it was too much work. After numerous calls to Empire and not able to contact anyone locally, another group came out 10 days later.

This time they stated the floor under the laminate had absetoes and they could not continue. After some calls again to Empire, cancelled the project.

Contracted the project locally to Buddy'S Carpet.

Did an excellent job and saved $500.

Empire Carpet is ***.

Would not them carpet my dog house if I had one.

Charlie Borger

Kettering,

Ohio

1 comment
Kennidy
#1178330

Dear Charlie,

Thank you for bringing this matter to our attention. We regret that your Empire experience was not a great one and understand that you have chosen another company for your flooring needs. If you continue to have any future questions or concerns please contact us at customersupport@empiretoday.com.

Thank you.

Empire Today's reply to:

Empire Today - Not Sure Sold By Empire Review from Denver, Colorado

Dear Linda,
Thank you for making us aware of the issues you were experiencing. Our records show that we have addressed your concerns. For future questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#870479 Review #870479 is a subjective opinion of poster.
Reason of review
Poor customer service

My carpet is 7 months old. I started calling them a month after being installed because it was flat as a pancake.

Their costumer service is a joke. They sent someone out a month ago and AGAIN NO response from them. I want the carpet removed and a full refund. Very very upset with that company.

DON'T USE THEM.

LINDA SONN DENVER. 303 698 0607

1 comment
Anonymous
#1176744

Dear Linda,

Thank you for making us aware of the issues you are experiencing. We are disappointed to know that your product is not meeting your expectations.

We want to help resolve this matter soon and will be following up with you shortly to discuss your concerns.

Thank you.

-Empire Customer Support

Empire Today's reply to:

Wood flooring | Empire Today review from Watchung, New Jersey

Dear Carol, We would like to learn more, but unfortunately are unable to verify your Empire customer information. Please contact customersupport@empiretoday.com for further assistance.
Thank You.
Review
#868241 Review #868241 is a subjective opinion of poster.
Pros
  • Fast installation
Cons
  • Not resolving problems
Reason of review
Damaged or defective
Loss
$3000
Preferred solution
Full refund

HAD WOOD FLOORING PUT IN OCTOBER 2015 AND HAD 1 REPLACED WITHIN A WEEK IT WAS DAMAGED WHEN PUT IN AND HAD INSPECTORS AND PROCESS THEY REPLACED FLOOR AND THE SAME PRODUCT WAS DAMAGED AND INSTALLER WOULD'NT EVEN PUT IT IN.WE THEN DID AN UPGRADE AND WAS CREDITED FOR BAD FLOOR A 2ND FLOOR AFTER 1 MONTH STARTED TO STAIN I LITERALY SPENT DAYS ON THE PHONE SOMETIMES THEY ANSWERED MOST TIMES NOT!I DID EVERYTHING THEY TOLD ME TO DO AND STILL FLOORS STINK.I HAD FLOOR PEOPLE COME BACK,INSPECTORS AND TOLD BY 1 INSPECTOR THERE IS A PROBLEM,BY THE SALESMAN THERE IS AN ON GOING PROBLEM WITH THIS PRODUCT AND STILL NO ANSWERES.I THEN CALL CORPORATE AND THEY GOT THEM TO AT LEAST ANSWER ME IT IS NOW JUNE 2016 AND THEY SENT A INDEPENDENT INSPECTOR WHO SAID HE COULD NOT TELL ME RESULTS BUT EMPIRE WILL CALL ME IN A FEW DAYS.A WEEK WENT BY AND NO CALL I PUT IN MANY CALLS TO ALL I HAVE BEEN DEALING WITH EVERY DAY ONLY TO GET ANSWEREING MACHINES UNTIL I GOT SOMEONE.THE ANSWER WAS FROM THE INDEPENDENT INSPECTOR JUST MAINTAIN AND CLEAN WITH WATER.I WAS TOLD NEVER USE WATER AND ALL MY RESEARCH SAYS NO WATER..THIS WEEKEND I USED WATER BUT NO GOOD RESULTS AT ALL. THIS IS A CRIME!!

PLEASE I DO NOT RECCOMMEND EMPIRE I HAVE SPENT 30,000.00 DOLLARS ON FLOORING IN MULTIPLE ROOMS BUT THEY DONT CARE. THE ROOM WHICH NEEDS CHANGING IS A SMALL ROOM AND THEY SAY LIFETIME GAURENTEE-- YEAH RIGHT--I'M NOT DONE WITH THEM BUT I'M EXHAUSTED FROM THEIR ***

1 comment
Kennidy
#1175556

Hello,

We are disappointed to hear about your dissatisfaction with Empire. We would like to learn more, but unfortunately we are unable to verify your Empire customer information.

Please contact customersupport@empiretoday.com for further assistance.

Thank You.

Empire Today's reply to:

Review in Household Services category from Bailey's Crossroads, Virginia | Empire Today review

Dear Abby,
We regret that your experience wasn't a great one. Our records show that your order was cancelled. If you continue to have concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#867204 Review #867204 is a subjective opinion of poster.
Reason of review
Problems with payment

Empire today was suppose to charge my account $50 dollars instead they charge the full amount of over $ 17k...the initial sales representative didn't want to escalate my problem only insisting that he will report my problem to his supervisor and it will take couple days for supervisor to get back with me .... I had to insist on talking to someone higher to get this matter resolve ...this is just plain poor customer service ...this situation cause me so much financial headache

1 comment
Kennidy
#1174503

Dear Abby,

We are sorry to hear about your experience. We will investigate further, and will follow up with you soon to help make this right.

Thank you for your patience.

Empire Today's reply to:

Empire Today Estimate Review from Saint Louis, Missouri

Dear Christiana,
We regret to hear about your dissatisfaction. Although time has passed since your post, we would like to address any unresolved concerns. You may mail your concerns and account information to customersupport@empiretoday.com.
Thank you.
Review
#866719 Review #866719 is a subjective opinion of poster.
Reason of review
Bad quality

I can't believe that I have to find myself in this situation about writing a negative review. But I really have to do this because I don't want someone else experience what I experienced from empire carpet.

I would have seen it coming. It started from getting a free in-home estimate. I waited for the rep to come to my house as scheduled but I didn't see anyone or even get a Courtesy call that no one was coming. When I called to find out what happened, I was told that they came but it was an empty house that no one was living in.

After that huddle I later got someone came in for estimate. I was scheduled for installment and was told that I have to make at least 10% of the total pay upfront. I did as requested. The installment day, I cancelled my son's therapy appointment, had to stay up after working night shift just waiting for the installment guys.

At the end, I received call that Empire doesn't have enough staff to install my carpet. I rescheduled again the same story. I rescheduled for the third time. This time I kept calling and begging them to not cancel on me.

Upon till the morning of the service. I was told that they were loading the truck and will call to let me know the time they were coming. I didn't hear from them and I called back to find out what time they were coming to my house. The next thing I heard was the same old story.

That they don't have enough staff go come to my house for installment. Now I ask them to cancel the service and refund my money. I was told that it's going to take 10 business days. Where in the world do you treat someone like that.

You don't provide service and you don't refunds money. I demanded to talk to the supervisor and was told that there was no one available for me to talk to. This is the highest glorified scheme I have ever seen. Please this is real.

Not made up. I can't believe this is happening to me.

1 comment
Kennidy
#1174109

Hello,

We are disappointed to hear about your dissatisfaction with Empire. We would like to learn more, but unfortunately we are unable to verify your Empire customer information.

Please contact customersupport@empiretoday.com for further assistance.

Thank you

-Empire Customer Support