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

When Hardwood Really Isn't Hardwood | Empire Today review from Hercules, California

Dear Leroy,
Thank you for bringing your concerns to our attention. We understand that we’ve been in contact with you about this situation. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Review
#696342 Review #696342 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$5000
Preferred solution
Replace the entire floor with the cheaper lament rather than the 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's reply to:

NEVER USE THEM NO MATTER WHAT THE DISCOUNT IS.. | Empire Today review from Atlanta, Georgia

We’ve read your review, and it’s disappointing that you have not enjoyed your experience with us so far. We never want our customers to be disappointed with our service or the work that is done in their homes, and we would like to know more about what happened and help make things right for you. Unfortunately, we cannot locate your account with the information posted here. Please call us at 888-588-2315 x3555 or send your contact information to customersupport@empiretoday.com so that we can follow up with you. Thank you. Angelica Snell, Resolution Team Manager
Review
#693811 Review #693811 is a subjective opinion of poster.
Reason of review
Poor customer service

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.

Empire Today's reply to:

Beware of Empire Today

Dear Tina,
We are disappointed that your initial experience was not a positive one, and understand that your order was cancelled per your request. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#693178 Review #693178 is a subjective opinion of poster.
Cons
  • That they did not come the day they were supposed to
Reason of review
Poor customer service
Loss
$2600
Preferred solution
Full refund

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's reply to:

Terrible business practice Dayton location | Empire Today review from Waynesville, Ohio

Dear David,
We understand that your time is valuable and sincerely regret that you were inconvenienced by missed appointments. Per our understanding, you did not pursue an order. If you have any further questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#693172 Review #693172 is a subjective opinion of poster.
Cons
  • Entire experience
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

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's reply to:

Hole in 2 day old Carpet - There when it was Installed!! | Empire Today review from Ypsilanti, Michigan

Dear Heather,
Thank you for making us aware of this matter. Per our understanding, we have addressed your concerns. If you have any further questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#690012 Review #690012 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$5000
Preferred solution
Full refund
Tags
  • carpet installer

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's reply to:

Theft | Empire Today review from Riverside, California

We take allegations such as these very seriously, and we would like to follow up with you so that we can learn more about what happened. Unfortunately, we cannot locate your account with the information posted here. Please send your contact information to customersupport@empiretoday.com or call us at 888-588-2315 x3555 so that we can reach out to you. Thank you. Angelica Snell, Resolution Team Manager
Review
#676236 Review #676236 is a subjective opinion of poster.
Cons
  • Job quality
  • Lack of caring
Reason of review
Poor customer service
Tags
  • Theft From Installers

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's reply to:

Empire Today flooring and carpeting - horrible

Dear Francine,
We are saddened to hear about your experience, and although time has passed since your last posting we want to ensure that your concerns were addressed. If you continue to have questions, please reach us at customersupport@empiretoday.com.
Thank you.
Review
#675583 Review #675583 is a subjective opinion of poster.
Pros
  • Were fast
Cons
  • Way the installation went and the end product
Reason of review
terrible installation
Loss
$16000
Preferred solution
Deliver product or service ordered

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.

Empire Today's reply to:

Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. | Empire Today review from Pretoria, Gauteng

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.
Review
#674125 Review #674125 is a subjective opinion of poster.
Cons
  • Job quality
Reason of review
Problems with payments, quality of work, damage to my propert, no shows, crazy installe, lies told by local managers, use of illegal workmen
Loss
$14900
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review

Avoid Empire-Today at all costs!

I come from a unique perspective in that I worked as an Independent Sales Contractor for Empire for a year and a half. Unfortunately, I cannot speak to Empires business model or practices due to a confidentiality agreement, but I can speak as a customer who used Empire 4 times, once prior to my employment. So trust me when I say avoid at all costs unless you want the risk of them having to come back a repair things, damage to your property, no shows, out of stock, charging you in full before the job starts and endless emails, phone calls and hassles!

My first install was approximately 6 years ago. I ordered laminate for 2 rooms, a hallway and stairs, got a phone call the next day saying they don't do laminate on stairs, but that they would do hardwood at no additional cost, I was assured it would match the laminate. It was not suggested that I do the entire job in hardwood, which I could have afforded. It never looked right and friends always asked, why do laminate and wood together? After the install we noticed every nail on the stairs was popping out. They never set the nails. A safety hazard. We called and it was repaired. So when I got a call, as they had seen my resume on line, to come work for them 4 years later I accepted. After all, they had fixed the stairs. I did enjoy the freedom the job gave me and working with customers, that's about all.

My next install was a little over a year ago for carpet in 4 bedrooms. Once completed I noticed a 1 inch gap from the wall in an area, a seam that was buckling and visable on one half and the other was perfect, and exposed tack strips that punctured my foot! They came back did the repairs except to the seam. I was told it's the type of carpet, but why then was one half of it perfect? I just accepted it.

The third install we were fixing the house up to sell and we did tile and carpet on the stairs and hall where they had done wood and laminate years before. They started with the tile in the kitchen. I had just had all my cabinets professionally painted. They took no precautions and covered nothing. My painter who was doing another job for me noticed they had scratched almost all of my kitchen cabinets and he was furious as was I. The contract does say baseboards can be nicked, but not cabinet doors some which were as high as a foot from the floor, I called installations to complain, they assured me the bathroom cabinets which were next would be covered. The next day they started on my bathroom and again did not cover the cabinets. I had to stop them and have them cover the cabinets. Later I came upstairs and they had gotten thin set all over the carpet I had put in 6months earlier. While I called to complain they scrubbed the dirt in with a cloth and water. Really? Now it was all ground in! I was offered to pay for the cabinets a carpet, but I did not want to make waves with the company I worked for, my husband wanted to be reimbursed, but I didn't pursue it. Once the tile was done, we noticed numerous areas were the tile was crooked and sticking up. I asked for a different crew to come make the repairs and they sent the same ones! Next the carpet? They charged me in full when the installer arrived, we get alerts on every charge, I didn't make a fuss as it was a one day job. The carpet installer said the wood stairs had to come out, I didn't want them out in case the new owners wanted them. He kept insisting. I called the install manager and he told the installer that yes we can carpet over stairs. Did they just get this installer off the street? Surprisingly, no other issues with the carpet.

We purchased a new home and needed flooring. My husband begged me to use someone else and quit Empire. I told him I'd talk to the install manager and make sure we got one of the best crews. I was assured everything would go smoothly this time....Ha! A drunk driver crashed through the living room the day of closing. I had placed the order for tile and hardwood prior to closing , but had to remove from the order the hardwood from the front room. When the room was repaired I added the wood back to the order and made one other change. For these changes I was referred to by my General Manager in an email he copied to several people in the organization as a "sales rep with half a brain". Really, for making changes to an order because a drunk driver ran into my house? This was totally out of my control yet he slandered me within the company! Anyway, the hardwood was first to go in, again I was charged in full $10,517 before the job even started and it was 2weeks later that it was completed. Against the law and breach of contract! Before they started the lead installer said Empire ran out of stock and he only had enough to do 2 bedrooms and hallway. They finished early and had done the mbr and hall and 2/3 of my daughters room. The installer said he could have finished my daughters room but that he stormed out of the warehouse in anger leaving 3 cartons behind. He said he was so pissed because Empire was "consistently running out of stock" and that "other companies he does work for are never out of stock "! His words not mine. No one could tell me when the wood would be in, so I asked the install manager to go ahead and start the tile and he said they would start Monday, this was Saturday. Monday came no one showed. I called to ask why and the assistant install mgr said "they didn't have any installers who could get through the border checkpoint in Temecula". So, they're hiring illegals? That was news to me. I decided to have a painter start since we couldn't get anyone to do tile and the wood was out of stock. I told the install manager the painter would be done in 4 days which was Friday. They got the wood in and wanted to start Wednesday and I said no Friday the painter will be finishing up. The installer came Friday morning while I went out for coffee, 15minutes. The painter said the installer took pictures of the area he was working and said "I can't work like this." And stormed out again in a rage! I called install and the general manager and got a tongue lashing as they had seen the installers pictures. I then took pictures of my daughters room and office which were nowhere near where the painter was working and the installer could have worked without even bumping into the painter. I forwarded them to install and the GM and all I got was an "oh". I also want to ad that I was accused by the GM of writing a bad yelp review which I did not. He called me a liar and said it was in front of him and he was reading it. Come to find out my husband called to complain and threatened to yelp, but never did. When I confronted the GM he said he never said he actually read the post on yelp. Now who's lying? No apologies for yelling at me or talking down to me....typical! I have since written reviews about Empire on yelp, consumer websites, etc...I asked for a different installer because of the installers anger issues. I was assured by the GM they would not be sending the same installer. The next day again they couldn't send anyone else until the following week as they couldn't get past the border checkpoint. I had to use the same installer. My daughter couldn't sleep in her room for 2 weeks as it was and it couldn't wait another week! That morning the same installer ran the security gate to out community and refused to pull over until he got to my house. He exited his truck in a rage (what's new) waving his arms and swearing at the security guard. I stepped in calmed him down and talked to the officer. The installer was lucky he did not get cited or had I not intervened arrested! The job was finished and for once done right the first time, I should say so far as I can tell. I cancelled the tile order, resigned and turned in my samples. I did get my kitchen tiled by another company and they took great care with my kitchen cabinets, I didn't even have to ask, not one nick or scratch, go figure! Bottom line read the reviews on Empire and how the majority are bad. You might get a reply saying only disgruntled people do reviews on sites like yelp. Not true, don't by the spin! Do not risk going with Empire!

Empire Today's reply to:

Complaint Against Empire Today

Dear Vida,
Customer relationships are important to us, and we regret that your experience was not a positive one. We understand that we have discussed your concerns and offered an accommodation. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#669040 Review #669040 is a subjective opinion of poster.
Reason of review
all of the above
Loss
$15000
Preferred solution
Full refund

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's reply to:

Very bad experience | Empire Today review from Silverton, Oregon

Dear Rachel,
Your concerns are valuable to us and sincerely regret to hear about your experience. We understand that we have spoken to you in regards to this matter. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#662573 Review #662573 is a subjective opinion of poster.
Cons
  • Horrible customer service
Reason of review
all of the above
Preferred solution
Let the company propose a solution

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.