Carpet and Flooring Reviews - Empire Today
A leading provider of installed home improvements and home furnishings for over 50 years in over 45 major metropolitan areas across the United States. Empire Today Customer Service Team is there to assist every customer - they want to hear when customers are happy and they want to hear if there are any concerns that need to be addressed. Prior to posting on this site, please contact a member of their Customer Service Team directly first, they can be reached by calling 800-588-2300 or by emailing customersupport @ empiretoday.com. The company is a Shop-At-Home retailer offering quality, name-brand Carpet, Flooring and Window Treatments, fully installed pricing, a Low Price Guarantee, Professional Next Day Installation on many of its products and Financing With Approved Credit. Each purchase comes with an Installation Warranty along with a Manufacturer Product Warranty.
Latest review first
Empire Today in Hercules, California - When Hardwood Really Isn't Hardwood
We've been trying to get Empire to replace the wood flooring job they did for us two years ago. The first year we started noticing little dimples all over the floor. We called them within the one year service contract and they sent an independent contractor to investigate. Their findings was the dimples were caused by stelletos. This baffled my wife and I, as we are the only residents, and we wear sleppers or socks in the house. Our visitors remove their shoes at the front door. Now, the floor looks terrible. An investment over $5000 gone up in smoke. We recently had another independent contractor, sent from Empire, revisit our plight with basically the same findings. I know we take care of our property, including flooring, which looks new. Empire assumes we've done something to the floor accidentally and that's just wrong. If anything, they should replace our floor, even if they replaced it with lament. What are our recourses in this matter?
Empire Today in Atlanta, Georgia - NEVER USE THEM NO MATTER WHAT THE DISCOUNT IS..
WE CALLED THIS CARPET PLACE TO GET A QUOTE. EVERYTHING WAD DONE ONLINE. THEY HAD YOU ORDER YOUR CARPET VIA THE WEBSITE AND THE A REP CAME ON BUT THEY WERE RUSHING YOU THROUGH THE PROCESS WITHOUT GIVING YOU TIME TO READ. YOU ALSO SIGNED THE CONTRACT ONLINE AND AT THE END, YOU DID NOT GET A COPY OF THE CONTRACT. I MADE A CHANGE THE NEXT DAY BY CALLING LETTING THEM KNOW THAT I WANTED A DIFFERENT BRAND OF CARPET ON MY STAIRS. WHEN THE INSTALLER CAME, HE NEVER SAID HELLO, HE JUST SAID I NEED FULL PAYMENT. OF COURSE THAT PISSEDME OFF. I TOLD HIM I DON'T PAY BEFORE THE WORK IS DONE. THE INSTALLER CALLED THE BOSS AND THEY TOLD HIM TO LEAVE. THEY CALLED BACK SEVERAL HOURS LATER AND SAID THEY HAD THE NEW UPDATED CARPET AND CAME BACK THE NEXT DAY. AGAIN, THEY FIRST ASKED FOR THE PAYMENT. WE WENT BACK AND FORTH, ASKED TO SPEAK TO A SUPERVISOR AND THEY WERE JUST AS RUDE. I ENDED UP PAYING BECAUSE OF THE URGENCY I WAS DEALING WITH. THEY ASKED FOR MY DRIVERS LICENSES AND CLEARED THE CHECK. THEY THEN STARTED INSTALLING AND I NOTICE MY CARPET WAS IN STRIPS AND NOT A SHEET. I ASKED THEM TO REDO THE CARPET BECAUSE IT IS NOT WHAT I EXPECTED. THEY DID NOT HAVE THE BINDING FOR THE STAIRS AND THEY SAID THEY WILL COME BACK. NOW THAT I PAID THEM AND I ALMOST POSITIVE THAT THEY WILL NOT BE BACK BUT I WILL UPDATE THIS EMAIL IF THEY DON'T. I WOULD NOT RECOMMEND THESE PEOPLE TO MY WORST ENEMY. PLEASE DO NOT USE THEM NOT MATTER WHAT 1/2 PRICE THEY ARE OFFERING. THEY WERE RUDE, DISRESPECTFUL AND THE MANAGEMENT TEAM WAS JUST AS BAD. IT IS NOT WORTH IT.
Beware of Empire Today
I was supposed to have carpet installed today (9/2/15) and spent 2 hours tearing my house apart to get ready for the installers. Instead of calling me first thing, they waited until 9:30 to call to say they needed to reschedule. I have cancer and am recovering from a broken back, so getting ready for them was not easy. I called them back and asked to talk to a manager (who from the first call was supposed to call me back and didn't). So I told the young man who put me on hold 3 times to try to get someone that if they didn't come today, I wanted to cancel the whole thing. I have read other reviews and most everyone was unhappy with having to pay in full, up front, before installation. I knew this was the case but was willing to do it. So now I am am still waiting to hear from them and if they do not call in the next 15 minutes I will call back and cancel the whole order. Very unprofessional and it's funny that they called twice and sent multiple e-mails to be sure they could come on 9/2/15 and now they are not coming. I will be calling a local company to get new carpet as Empire does not deserve my business.
Empire Today in Waynesville, Ohio - Terrible business practice Dayton location
Don't waste your time like I have 3 times now. Why have I even tried to give them 3 chances, is beyond me. First I set up an appointment online. Nothing no call no e-mail confirmation nothing. Second time called and set up an appointment the person never showed up. No call no cancellation nothing. Now onto the third time, I even told them on the phone about my other 2 experiences. I asked are you certain that a person is coming? Because I am not missing work if they are not going to show up again. Oh yes, for certain they will be there. Guess what? I get a phone call at 8:57am from The Sales Manager telling me that my appointment has been canceled because of a scheduling conflict. Well at least they called this time. Ha ha. I was furious to say the least. I have missed work on several occasions now basically begging them to allow me to spend money with them. This is crazy!!! No more! No more chances and no more wasting my time!!! Many companies need business and want to please their clients, not take them for granted. We will go else where. Imagine if they can't even come to a sales call, what would it be like during installation. The worst part is I wanted to speak to someone of high authority and they would not allow me. They just kept saying I would have to speak to the sales Manager again. I said I had already talked with him when he canceled my appointment. I wanted to speak with a manager above him. They told me he was the only person. Just crazy! Save yourself the time, headache and frustration. Many other places to do business that will be glad to help you with open arms.
Empire Today in Ypsilanti, Michigan - Hole in 2 day old Carpet - There when it was Installed!!
I found *** the size of a golf ball in the middle of our family room the day after installation. That was the first time walking through the room since we were so busy the day of installation. I called customer service and they said 1-3 day call back. I called back 3 days since I never received a call and they put an "urgent" ticket out for a 24 hour call back. It's been 24 hours and still no call. Fraudulent company and I want my $5000 back!!! To add on top of things there are marks all over our walls, we fed the installers pizza and gatorade and this is what we get!?!?!? Worst company EVER!!!
Empire Today in Riverside, California - Theft
The installers stole everything that they could get their hands on including a bunch of camera equipment. Equipment that I make part of my living with. I have complaints about the workmanship and broken plumbing that they acted as if they had nothing to do with but it pales when compared with stealing. All you can do is to have security people watching when they come into your house and then search them before they leave. I need to add thousands of dollars to the cost of the job. In the old west stealing a mans tools was a hanging offense.
Empire Today flooring and carpeting - horrible
Various non-English speaking workers came into my house for about ten days to do the upstairs carpeting and the downstairs flooring. There was no consistency to the workers; they created and left huge messes; they broke things. But the worst of all was the quality of the work. Sections of the carpet have already been relaid, and the entire downstairs floor needs to be replaced because the workers did not allow for the temperature of the flooring to acclimate. Empire, after a lot of calls and visits, did agree to re-do the work.... but I am still waiting one year later for it to happen.
Dear Jill, We are disappointed to hear that your experience working with our company was not a positive one. If you remain to have concerns please contact our Human Resources derpartment at 800-588-2300. Thank you.View full review
Complaint Against Empire Today
July of 2014, We called Empire Today. The pushy sales lady came to my house the same day. She did not leave until we signed the contract with her. The next day, i called the company and wanted to cancel because their price was very expensive, and they would not cancel. They gave me a couple of hundred dollars off the carpet and tile installation. We did not have a major problem with the tile people, but we started replacing the carpet August of 2014. The installer was at my house July 28th and inspected my furniture and my house and the flooring to make sure that they have ordered enough carpet and to see how they would move the furniture. There were supposed to install the carpet the next day which would have been Tues July 29th. Based on his suggestion he said for us to start August 1st so that he can bring more people and that they can finish the job sooner on Saturday. I said okay. They started the replacement of my carpet August 1st 2014. Two people came and literally hostage in my house. They were using laundry room door and front door to come into my house. They put all the heavy furniture with no coverage on my front entry, which is marble which was in perfect condition before they started working. They moved the rest of my other furniture in my kitchen and in my breakfast area and we were held hostage because we couldn't use our kitchen and refrigerator and front entry. So, we were literally living on the front yard or backyard. We were not able to get into the house to see what was going on, or in some case use the restroom. At 7:30pm on Friday, we were informed that they would be back Saturday and he would bring 4-6 people to finish the job. They put some furniture back and some furniture on my front entry. Saturday Morning they came back around 11am and there were about 4-6 people working. We stayed outside again, and blocked out again hoping that they would finish the job today. Around 2:30 when my husband left the house to get something to eat, the installer came to me to tell me bad news, that they cannot finish the job today. This was because the carpet he had was different than the carpet he had yesterday. The color is the same, but the lot # is different. He wouldn't be able to match the seam and that I would be unhappy. All my upstairs furniture, they shoved it in the balconies of my master room and my daughters balcony, and he said that he feels really bad for us because he has to bring back the furtnaure to the room, but can't put the furniture back because he will be coming back on Monday to fix the problem. He brought everything from the balcony and shoved them more into the bathrooms and we were all blocked out of our closets and showers, and restrooms and changing clothes. Everything was shoved in a small place. The only place we were able to use was the downstairs powder room, which has no shower. And we were able to only use the kitchen and family room. He said he feels really bad, but Empire would take care of you and give me some kind of credit, which they did not do that yet. He came back on Monday August 4th, and he said that he will fix the problem for me. He has the right carpet he said and he left Monday around 8pm and he wanted a signature from my husband, and checked marked for where we would survey him. I told him I am not happy with the carpet change, and furnature was very much damaged and the seam of the carpet all over the house was very much visible. He told me the carpet is not thick enough for my home, and will shed. So basically, Empire needs to re install the carpet again, and he would come do the change Knowing that he knew from the beginning that the carpet is not thick enough, and knowing that the carpet they gave him was not the right carpet, and also knowing that he would have to come back and re install new carpet because of this. Saturday August 2nd, 5 people had to sleep in the family room on the floor with no pillow and blanket since we had no access to anything in our house and everything was locked out. We didn't have access to tooth paste and toothbrush and had to go out and buy them since the no access. We had to use the powder room downstairs to brush our teeth. Based on his suggestion we had to call Empire today and tell them what was going on immediately. And since August 5th 2014, we are calling Empire and letting them know what happened and whats going on and little by little that 4 door stopper were missing in my house, the base board was brother, doors were not closing. Baseboard and walls and paint have been damages, and also couches. Also formal living room couches, and glass dining table has been chipped at so many places. The house was painted In Nov of 2013, and most of my pain upstairs have been damages, including the kids bedrooms, master bedrooms, etc. All paint is damaged, and all bedroom sets also have been damaged. The installer did not put all the screws on the bed, and the bed was loosened. The formal dining room and buffet which has been covered with sheets since we moved in have also been damaged with scratches and dents. The chairs and coffee table and side table have scratches and also book case and office and room desks have been broken. Also master place fire place marble have been damaged, and also the casing around the patio door because of the moving of the furniture. He broke the casing of the patio door in front of my husband, and told him he would come back and fix it but never did. All my marble have been scratched and chipped where the carpet meets the marble. There have been so many damages on the marble that I cannot describe anything. The staircase has been deeply scratched and it is so excessive that I do not know what to do about it. Small picture frames in the hallway fell and damaged the frame and also the wall. And bigger tapestry pictures have been broken due to being fallen. We have been following all the installers instruction to put things in box, and put the small items away, and I have 3 or 4 days to put things away. He never told us to remove any picture frames. Empire changed my flooring of my 5 bathrooms with the tile, and he also damaged the tile which was connected from my daughters room to the bathroom. There are so many chips in my kitchen flooring, and breakfast area. Pieces of the tile are gone, and he came back and shaved some of the pieces of the tile in my kitchen and laundry room to make the pieces straight. He did the same to my daughters bathroom, and for it to not be noticeable. But, I have more carpet there, more than tile, which you are supposed to have more tile than carpet. Due to the rolling in of the heavy carpet, my washer and dryer have been scratched and paint has been damaged. We have sent pictures to Empire, they have sent supervisors to my house to look at the damages, and each time they tell me they are going to fix the damages of my kitchen flooring and marble. They said they are going to order marble to replace your chipped marble, and someone is going to come and paint where has been damaged and change the flooring for kitchen and laundry room with the same tile of the bathroom. When the painter came to look at the damages, he said he has to paint the whole house to make it all even. For the stair case, even with sanding and staining, it will never go back to when it was normal in the beginning, so little by little they changed their mind, after all the promises Howie (installation supervisor), me to directly and Janet (Cus. Serve. Rep), to fix everything, they have only decided to give me 10% of the purchase price, which is about $830 dollars, and I rejected the offer. They reported this to installer insurance company, and they came over and looked at everything, and rejected the damages due to previous existing damages. What I want to ask them, is if the damages are pre existent, the first of installer should have told me and had me sign some sort of paperwork. The first installer came to inspect my house on July 28th, and if there were any pre existing damages, he should have taken a picture, and sign something like two other installers that came and changed the carpet again. Most of my furniture were new, and were kept really well since they were covered until the first installment. This tells any logical person, that there were no pre existing damages, and no furniture damaged. If so, he should have said something about it. After the second installer came to inspect the house, and when he was changing the carpet, while he was dissembling my bedroom set, purposely put the foot board and head board in the wrong place for me not to see the damages on my cherry wood furniture. I have trusted Empire due to the false advertisement on TV due to what they have promised. For the second time the carpet has been changed for the second time in Nov. 12th of 2014, the second carpenter took an hour to look at the furniture and the damages, and let me know the damages have been done previously to show me that they are previous damages, and he would not be held responsible. He did a terrible job of carpet installation. The cuts were horrible and easily seen and it took him 3 days to finish the job. He left the Friday at 4pm and said that this was the best he can do. Meanwhile we are paying for the carpet every month through Wells Fargo. We asked Wells Fargo to help us to get our money back through them, and Wells Fargo is not helping us and we are disappointed with Wells Fargo because they are telling me to deal with Empire and not them. Wells Fargo is a credit card company, and I don't know why they want us to deal with Empire, and Not wells fargo to get my money back for an unfinished job. Anyhow, now the carpet has been changed for the 3rd time. The supervisors name is Juan, and he came over. He said that everything is wrong with the carpet and it has to be changed for the third time. On June 10th, the carpet was finished. I called the next day. We still have a problem with the stairs, with the size of the nails, and the carpet is pushing out on both sides. I hope to never do business with Empire again. My life has been changed since August of 2014. I am still dealing with them and getting no where. I am calling them daily. It is frustrating not to get a response from them. I am only getting an email once in a while, and keep getting promises made but not getting any of them.
Empire Today in Silverton, Oregon - Very bad experience
Bought carpet, installers showed up with wrong color carpet. Empire didn't seem to care that our entire house and business was torn apart in order to install carpet. Told us we'd have to wait 5 days for right color. After complaining for an hour they said we could have the wrong carpet at a 20% discount (wow thanks) so we agreed just in order to be able to open for business the following Monday. Waited all day for installers to come back and they never showed up. Customer service never called us back after that. as it was the weekend and we decided on Sunday to just re-shuffle all furniture and belongings and get the right color after the 5 days. Not so much as an 'I'm sorry' from Empire. Installers were disgruntled and did a *** job on all my base boards and walls. Even last night I stepped on a nail coming down the stairs. Yes, a nail off a tack strip right in my foot through the carpet. I ask myself where is the pad? I had my son pound it down for me. I'd no more call Empire to fix something than I would fly to the moon and I would never pay to have the mess up my flooring needs again.
Thank You for Your Reply!
Thank You for Your Reply! We are processing your message.
Thank You for Your Submission
Your comment is successfully posted.
Do you have something to say about Empire Today? What happened? What can we help you with?