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

Empire Today Las Vegas

Dear Teresa,
We apologize for the initial experience that you received, and are happy to hear that your concerns were addressed and resolved. For future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
#575145 Review #575145 is a subjective opinion of poster.
Reason of review
All of the issues we have dealt with, poor craftsmanship by the installer, hours wasted waiting for someone to show up and then refusing to work. This is not the way to treat customers. We have bent over backwards to ensure a smooth install.
Preferred solution
Price reduction

I am completely fed up with this company and the flapping of lips. We paid over $7,000 for complete home flooring and install a month ago and are still dealing with issues.

Our salesman was great! He spent time with us, being thorough and courteous. We requested two different Saturday's for installs so that we had time to move things. On November 29th we had the carpet replaced upstairs.

Everything went smooth. The installer was very nice, easy to understand, on time and completed the job in the amount of time he stated. I was extremely happy with the product and the process, which left me excited about the following weekend to do the downstairs. Well that has been a nightmare to say the least!

The people that showed up the following Saturday to do laminate and vinyl were less than professional. They were late, hard to understand, one spoke minimal English the other not at all. The one that spoke no English was left at my house alone to install the laminate, which was installed wrong and had to take it back out and put in correctly. It took 12 hours to install just the laminate in the living and dining rooms and they still are not finished.

The kitchen was another nightmare. They wanted to install the vinyl over the top of the linoleum that was 20 plus years old and kept trying to talk me into it...my husband and I spent over 4 hours helping them remove the old stuff cause we were not going to let them ruin our new flooring. They showed up the next day and needed our help to lay the new vinyl because there were only two of them. The guy kept telling us it would be about 3 hourr, but it turned into an 8 hour job.

He left seams visible and refused to do the finish work. I called empire who came out two days later to inspect who agreed that it was not acceptable work and that they would get someone out to finish the job as soon as possible...that turned out to be the following Saturday (not as soon as possible), but the seam was fixed but not the rest of the finish work. To top it off the guys from the laminate install showed up at my front door looking for payment. Another phone call and again another appointment for the finish work.

What a joke, the guy was 45 minutes late, was only informed about putting in a transition and did not have equipment to do the job. Long story short he didn't do anything, didn't bother to show up the next day, but called Saturday morning to inform me that they were set to come to my house...no your not! Another phone call to complain and another appointment set for the 27th. So here I sit waiting for the company to come out to finish the job...there are several hours of finish work to be done and I don't have much faith at the moment.

If you ask me for a reference after the carpet I would have said yes definitely, but after the last three weeks, I wouldn't give a reference to my worst enemy.

No one should have to go through what we are having to deal with...oh ya they are suppose to give us $450.00 credit but after this that is clearly not enough...we have bent over backwards, moving appliances, scraping floors, sitting and waiting several days for someone to show. The floors are beautiful, but would look way better if they were finished.

Empire Today's reply to:

Empire Today - Manager Review from West New York, New Jersey

Dear Seema,
We never want our customers to be disappointed in our service, and we regret that you feel this way. We understand that time has passed since your post, but we would like to ensure that all your concerns were addressed. If you remain to have questions please contact us at customersupport@empiretoday.com.
Thank you.
#572291 Review #572291 is a subjective opinion of poster.
Reason of review
Poor customer service

No show. Horrible customer service manager

Empire Today's reply to:

Impressed and then Not so Much! | Empire Today review from Grand Rapids, Michigan

Dear Melissa, Our records show that your installation has been completed. If you continue to have questions or concerns, please contact us at customersupport@empiretoday.com.
Thank you.
#561964 Review #561964 is a subjective opinion of poster.
  • Initial contact and install
  • Follow up
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

Salesman presentation and initial install (on Tuesday) went very well. However, we were doing a runner down the stairs that needed to be bound.

So, they had to come back to do that and finish a bedroom. Installer said Saturday should work to finish. Never heard back regarding appointment. I called Thursday to check on the install, was not called back until Friday and told Sat would not work.

Scheduled for Monday after 3:15 which is when I get home from work. Installer called at 2:30 and main office 2:40 while I was driving home on snowy, slippery roads. Called back installer at 3:15 when I pulled into my driveway - no answer. I left a message.

Never called back and they never showed. I called the main office at 4:15 was told installer would call me within the next few minutes. Call never came. I called again at 6:15 and was told it had to be rescheduled and everyone as far as supervisors had left for the day.

I wanted the carpet done for Thanksgiving. Not only for looks, but also because I have stuff all over the place that I can't put away until the carpet is done. I now have no time to wait around for a carpet install until after the holidays and if the weather is bad I'm going to run into the same problem. I don't get home until 3:15 and won't answer the phone while I'm driving.

I'm furious! There is no reason why 35-45 minutes should have thrown off an entire install when I can't imagine if the their day ends at 6:00 that they were planning on doing another one after my job. There should have been a note that this would be an "after work" time. I'm the one that had to call to get the appointment in the first place.

I was told they may call in the morning to let me know about what time they'd arrive which never happened. Then to top it all off, the customer service reps said that there was a note on my account that they had tried repeatedly to contact me. I'm sorry, but I do not consider 2 calls from 2 different people within 10 Minutes time of each other to be considered repeatedly attempting to reach me! And then the installer neither answered my return call or ever called me back!

Or being considered a hard time in reaching me. I was available to call them multiple times.

They're the ones that were called repeatedly and have been impossible to reach. Ugh!

Empire Today's reply to:

Carpet Came with Cat *** Bad Odor Causing My Cat to *** | Empire Today review from Waukesha, Wisconsin

Dear Heather,
We sincerely regret to hear that this was your experience. We understand that we have spoken to you in regards to your listed concerns. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
#557088 Review #557088 is a subjective opinion of poster.
  • Came to my home
  • Salesman
  • Lack of caring
  • Having my basement stink
Reason of review
Damaged or defective
Preferred solution
I want the soiled carpet removed/replaced! I Shouldn't have to P $400.00 More to Empire Today, I want Empire Today to Refund the costs of Carpet Cleaning, Solutions & if this doesn't get resolved now, I will go to court for damage being done to my drywall
  • carpet installer

In May empire today had a 50/50/50 sale so I call & set up appt. Salesman showed up next day, showed me samples, most of which are ugly.

I found only 1 thank looked good & the sales rep told us that it was stain proof & waterproof. I looked at the backing of sample & sure enough it was sealed. He said it would be great for my grandchild in that "With the thicker padding they were "throwing in" it would Never leak through. So, we set up install for the next day.

The in stalkers came, only one spoke slight English, they got the job done fast. It looked really nice! The guy told us the smell goes away after a few days. They left behind a Pile of carpet and padding, said they'd come back from Chicago to do our stairs, & told us that he keeps the carpet in his garage.

We thought that odd! Anyway, in our remodeling endeavor, nobody came back, we called & got no response, can't get answers. No Salesman contact & only 3 names if National contacts; Vicky, Helen & ? another female that deals with online complaints.

My NEW carpet began Stinking WORSE!! I thought it was because I quit smoking & maybe my nose changed but not so. I began calling guard in August, even though I'd been sick & in/out of hospital. We had to have carpet cleaners come in because that smell was indeed drawing my cat to urinate.

The smell is on the outer perimeter off the outer part of carpet roll. The calls continued as did the *** Smell, enzymes, carpet more cleaning. After I posted on Yelp, I got a call from this Helen Brown (Not Real Names) Now they want to work with us? Hmm.

. My basement smells so bad and Empire Today will not do Anything till I sign a "Standard" form "Agreeing to Pay Them an Additional $400 to remove & replace. So Now, I'm in the hospital, come out & they ate dealing with my husband who thinks, as I do, that it Should Not cost us ANY more money. Plus, the "Standard Agreement" is actually a Release of Liability which is ***!!

I ended up having to leave my home to heal from surgery. Came back & on October 9th, they sent out the Same Old salesman with new samples. ( Our Color has been discontinued) So, I choose 3 different ones to be submitted. He Refused to give me pricing on ANY of the product( & as of November 12, I still has No Actual receipt.) Anyway, he said he would submit are choices & someone would contact us.

On October 11th I had to again leave my home due to the smell & the damage it's doing to me trying to clean it, what it's doing to my walls, and the smell that has permeated to the up stairs. Came back to my home, called got Market, in Texas on 11/10/14 & I'm Mad! I was going to remove this carpet myself due to the unsanitary smell & health hassards Empire's carpet is causing. I read my warranty only to find that I would VOID warranty if I remove myself.

I told this to Arlet who kept putting me on hold. She found notes if 2 call attempts that Empire made while I was out of my house. I bitched so much about this problem since it's been 5 1/2 months. She left a message to "HELEN BROWN?" regarding my demands of removal.

So, Today, Empire Today (Helen Brown(called my husband) saying that they will NOT Remove UNTIL They get the Letter of Release/ Hold Harmless & $400.00 more. I Flipped! I have Health problems, Carpet is causing Breathing problems & I'm Friggen being BLACKMAILED & Held Hostage by these SCAMMERS!!! WTF??

My husband is having them send the waiver & I'm calling a lawyer & a news station! This Empire Today Carpet company is Horrible bunch of LIARS! I demanded to speak to Helen's Supervisor & was refused. I tried finding Corporate contacts online only to find names, possibly Fake too!, with no contact information.

I am Certain that this company is hiring illegals & carpet/flooring materials come from any close by garage or storage facility. The salesman is useless & lies and Nobody gives you pricing on anything to show before/ after sale costs. And Now, I have spent OVER $400 on Carpet Cleaning, carpet cleaners not to mention the HOURS/DAYS lost to Empire selling us Damaged Carpet that I've had to leave my home, can't bring anyone in due to the smell that Literally will take your breath away. EMPIRE TODAY Is not Worth the lower cost if you EVER Need Customer Care!

When you do, This is when you'll find out that they, Empire Today, ripped you off! I would NEVER recommend this place not even to an Enemy!

Empire Today's reply to:

Engineered hardwood is rotting after 3 years | Empire Today review from Morrisville, Pennsylvania

Dear Louis,
Thank you for contacting us regarding your concerns. We regret the lack of follow up you’ve received, and although time has passed since your post, we would like to ensure that your concerns were addressed. Please contact us at customersupport@empiretoday.com for future inquiries.
Thank you.
-ET Customer Support
#555362 Review #555362 is a subjective opinion of poster.
Reason of review
Damaged or defective

We live in a house built on a cement slab. We decided to have wood flooring installed in the dinning room, living room, and hallway.

The installator was ask if a vaper guard was needed due to having a slab. They said No. After 3 years, our floor is discindergrating and discolored. After calling Empire, an independent adjuster came to our house.

The report was submitted, then we got a call from Empire stating they would rip up the old floor and install a new one...free of charge. A salesman can to our house and said it looks like wehave a servere moisture problem, and the radiant heat must be leaking. We explaned the radiant heat was disconnected over 26 years ago. Three days later, Empire called and said the person who called us with the free replacement was misinformed.

Only the removal of the old flooring would be free.... We would have to pay for new material and new labor, at a great reduction. They said the adjusters notesindicate a 3times higher humidity then when the orginial floor was installed. We asked 3 weeks ago for a copy of the report, so far nothing...The salesman acted like he was the expert for problems and was positive it was a moisture problem!

He recommended LVT....

Still waiting... Will probably hire a lawer.

Empire Today's reply to:

Empire Today - Manager Review from Canton, Georgia

It’s disappointing that your product has not met your expectations, and we would like to know more about your concerns. We always want our customers to enjoy their experience with us, and we will be following up with you shortly to discuss the situation and work towards a resolution. You can also reach us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Jeanette Ramey, National Customer Service Manager
#555019 Review #555019 is a subjective opinion of poster.

Same thing happen to us. The carpet we were shown in our home by the sales person is NOT the same carpet installed in our home.

This carpet feels like we r walking on the plywood floor!!! Very very cheap carpet that they obviously switched ,same style and color but NOT same quality!! What a scam, demanding a refund!! Installer was very good but product is bad!!

Called customer service and got nothing but a rude and unhelpful person. Did not want to give me any contact information or address to mail our right to cancel, just that install manager would contact me within 3 days. There is no fax number or email info on any paperwork.

No phone or contact info given for the Salesperson. Very very sketchy practices!!!

Empire Today's reply to:

Empire Today - Installation Review

Thank you for bringing this situation to our attention. We regret the inconvenience that you experienced during your installation appointment. We understand that you’ve cancelled your order, but we would still like to speak with you to learn more about the situation and discuss your concerns in more detail. Please don’t hesitate to contact us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Jeanette Ramey, National Customer Service Manager
#547932 Review #547932 is a subjective opinion of poster.

Empire came out to install LVT ( luxury vinyl tile) in my kitchen and bathroom, the installers arrived, stopped at the front door and pulled some Armstrong premium tile , which wasnt what I picked out, I immediately called the number I had and explained to them that it was the color but not the product, I was then transferred to another gentlemen who offered to reduce the pricing by another 600.00 for my inconvenience, but the tile they were using looks like self adhesive, I went with my gut feeling and cancelled the entire order.I was not about to pay the 1900.00 dollars for that garbage. What I should had paid attention to was the drastic price drop from 2600 to 1871.00 for ne xt day installation, after telling them I had another appt with another flooring company the next day

Empire Today's reply to:

Awful sales person. Rude dumb whispering calling me nervous. | Empire Today review from Orlando, Florida

Hi Shelly, we were disappointed to read about your sales appointment, as this is not the experience we expect for our customers. We never want our customers to feel uncomfortable, and we would like the opportunity to make things right for you. We understand that we’ve scheduled a new appointment for you, and please don’t hesitate to contact us with any additional questions or concerns. You can reach us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Jeanette Ramey, National Customer Service Manager
#546842 Review #546842 is a subjective opinion of poster.
Reason of review
Poor customer service

I ordered an estimate from empire today. A sales rep came. He worked in Orlando and his name was Paul j. Older male shorter. From the beginning he was just strange rude and weird. He gave no sales presentation. He kept telling me I seemed nervous which was *** and made no sense. He kept asking me are you nervous?! U seem nervous. I continued saying no and what? He gave no sales presentation at all and whispered the entire time. Oh yes he was mumbling and whispering. When he got on the phone I heard him talk loud but then he whispered again. A sales rep whispering? I work in sales and u better believe I talk loud and concisely with energy and enthusiasm and I don't accuse people of being nervous.

He continued telling me I was nervous and I ignored him. I was calculating prices on my phone and he said rudely who are you talking to?!! Again huh? wtf is he talking about. He said are u talking to your parents. Again why the heck is he even asking this and is it any of his business?! I said im calculating something. He was rude weird *** strange. As he was mumbling he said oops I'm mumbling again. Again wtf?! Just so crazy. Then as he was leaving again he accused me of being nervous. Usually when someone does that they're projecting how they feel onto the other person. I said well ur the one who seemed nervous. Then he said he was only nervous because I was. Again a big huh?! Then he said rudely. Look at the distance between us as if my standing a few feet behind him was abnormal and indicated nervousness. His behavior was ludicrous and bizarre. Definitely not one of a normal person or sales rep. He wasn't trying to sell me anything just basically put me down and be rude and weird any chance he could. Just a bad weird experience. Empire was nice and rescheduled but really wtf was that about.

Empire Today's reply to:

A PACK OF LIES AND THEIFS AND THUGS | Empire Today review from Saint Petersburg, Florida

Thank you for bringing your concerns to our attention. We regret the lack of follow up you’ve received, as this is not in line with the world-class service we expect for our customers. We would like to discuss the situation with you in more detail and ensure that everything gets resolved to your satisfaction, but we are unable to locate your account with the information posted here. Please call us at 888-588-2315 x4195 or email your contact information to customersupport@empiretoday.com, and we will follow up with you as soon as possible. Thank you. Jeanette Ramey, National Customer Service Manger
#540119 Review #540119 is a subjective opinion of poster.

The sales process was down pat, this is a sales company only. the follow up and the customer service sucks!!!

The installer didn't even have a broom or a vac to clean the floor before the pad when down. new carpet and pad on a dirty floor. I guess this is cost cutting. carpet was poorly installed.

Have been calling for two week to try to get a invoice mailed or emailed to me. Good luck, just a bunch of smart ***. Had one manager tell me that he doesn't have access to email. He said I would have to call the Indianapolis branch.

Ok, Called them. same old story.

we will get right on it. still no invoice and no calls.,

Empire Today's reply to:


Thank you for bringing your concerns to our attention. We regret the delays that occurred during your installation process, and we understand your frustration. The experience that you described is not what we expect for our customers, and we would like to help make things right. We are not able to locate your account with the information posted here, but if you call us at 888-588-2315 x4195 or email your contact information to customersupport@empiretoday.com, we will follow up with you. Thank you. Jeanette Ramey, National Customer Service Manager
#533882 Review #533882 is a subjective opinion of poster.
Reason of review
Problem with delivery

We made an appointment to choose carpet on a Wednesday, found what we liked and was scheduled for an install on Saturday. Saturday morning we received a phone call that our installer is running late and they did not have our carpet with them.

The install manager came to our home to drop off the carpet and padding so when the installers arrived it would be ready for them. This is when the first problem happened. He came with the wrong padding. He tried to sell us on it, but we insisted we wanted the padding we ordered, so we re-scheduled for the next Saturday.

Next Saturday arrives and the installers start the process, then come to find out the salesman measured wrong and there was not enough carpet. The install is not going to happen again! We schedule again for the next Saturday. At this point we were extremely upset because of the wasted time we set aside just for carpet.

We gave them another chance. The reason for this is the fact that we don't have time during the weekdays to look for carpet and find new installers. Now it begins to be a real nightmare. The third Saturday arrives and we get a call from the install manager saying that the carpet we ordered "had flies in it" and it can't be installed, then he tried to offer us another carpet.

Of course we say no and just give us what we ordered. So now we wasted another Saturday. We give them one more chance. The final Saturday comes around and no installers arrive.

We try calling the install manager and no answer!! We leave a message and no call back. Finally the installers arrive and they have the carpet that the install manager tried to give us the week before. Ridiculous!!

So we decided to finally cancel and begin the process of getting our deposit back. I would like to say though that the installers had nothing to do with the issues. My complaint is for the salesman, install manager, and the very rude customer service workers.

I will never do business with them again. Please be cautious if you do decide to do business with them.