empire carpet customer service service customer installation home house sales installers
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
Review
#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:

WILL NEVER USE EMPIRE TODAY AGAIN

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
Review
#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.

Empire Today's reply to:

BEWARE OF EMPIRE TODAY, CHICAGO, IL - NEED REFUND!

Dear Syed,
We never want our customers to be disappointed in our services, and we regret the lack of follow up you received. It’s our understanding that we have spoken with you about this issue. For future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#533407 Review #533407 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$3000
Preferred solution
Full refund

I have been duped by Empire carpet recently. I felt pity on this lame salesman and was conned into buying a so called Mercedes of the carpets. I agreed to pay $3000.00 cash including the installation. People who did the installation did an awesome job but the problem started after two days when massive amounts of lint started to come out of the carpet. The lint is in everything, in food, sticks to clothing, just everywhere. If this is their top of the line carpeting then who knows what their common household carpet is like?

I called them and filed a complaint; they said its normal watch for 2-3 weeks and call us back. I waited, vacuuming, and removing the container full of lint each time every two to three days max. After 4 weeks finally I was able to get hold of them. They said we will send a professional cleaner to take care of the issue.

They showed up next week and did the cleanup and they too were surprised at the massive amount of lint but they did their job and left. I was happy assuming that the problem was fixed now that it's been washed, but to my surprise the lint continues to come out again. I got upset and called them again. They sent yet another rep to take some pictures to make a case for the supplier, weeks passed no reply. I called them again they said there will be another 3rd party inspection. Holy ***! How many inspections???? Each time we have to take a day off just for these people to show up and then say it's not their call it's someone elses, how unprofessional!

After almost close to 200 days they came to a conclusion that the carpet has no defect. I had to call in to find this out; they never cared to bother calling me and informing me about this. Today I called them and asked for the refund so the lady said I will transfer you to the specialist, I waited for 15 darn minutes and nobody took my call. It is clear to me now that these people are a big rip off . I am going to get my refund no matter what. I am going to take legal action if they refuse and I will reach out to every website possible to spread the awareness about Empire scams until I get my full refund. My humble request to everyone out there, buy your carpet from any place you like, just don’t give your business to Empire.

1 comment
Kennidy
#870263

Hi Syed, thank you for bringing your concerns with your product to our attention. We never want our customers to be disappointed in our service, and we regret the lack of follow up you received.

It’s our understanding that we have now been in contact with you about this issue and that we are currently working towards a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Thank you. Jeanette Ramey, National Customer Service Manager

Empire Today's reply to:

Cancelled Appointment | Empire Today review from Richmond, Virginia

Dear Sharon,
We are disappointed to hear that you were inconvenienced by a missed sales appointment. We understand that time has passed since your experience, for future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#527684 Review #527684 is a subjective opinion of poster.
Reason of review
Poor customer service

Scheduled appointment 1 week in advance. They gave me a 9am - 11am.

They called at 10:00 and cancelled the appointment. I hate sitting around and waiting for someone to show up. Called them back, and asked them if there was another sales rep who wanted to make some money today. She said no, all of the sales reps were schedule on other appointments.

I said OK, I'll take my business to Lowe's. She said OK, and hung up.

Take my advice and don't waste your time. I have better things to do on a saturday then sit around and wait for someone that isn't going to show up.

Empire Today's reply to:

Lied about APR | Empire Today review

Dear Frederick,
Thank you for bringing your financing concerns to our attention. We understand that we have made the needed changes to your account, back in 2014. If you continue to have questions or concerns regarding your experience, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#527160 Review #527160 is a subjective opinion of poster.
Loss
$4000
Preferred solution
Price reduction

I was told over and over again by the saleswoman my rate would be 9.99% if I took the 48mths option. When I saw my first statement, the first thing I noticed was the rate was 2 times higher that what I was told, it was 27.99% and when I called back I went in so many circles I got dizzy.

This is unbelievable, never ever will I do business with such a deceptive company.

I will make sure I let as many people as possible know about they way this so called "professional" company lied to me. This info will definitely be posted to every social media account I have.

1 comment
Kennidy
#864719

Thank you for bringing your concerns with the financing to our attention. We would like to look into this situation further, but unfortunately, we are not able 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.

Thank you. Jeanette Ramey, National Customer Service Manager

Empire Today's reply to:

Empire today bad install job

Thank you for bringing this situation to our attention. We regret the delays in your installation. We never want our customers to be inconvenienced, and we realize that this was a frustrating experience. We would like to know more about the situation and follow up with you to ensure everything is getting resolved, but we are not able 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 reach out to you.
Thank you,
Jeanette Ramey, National Customer Service Manager
Review
#527000 Review #527000 is a subjective opinion of poster.

Empire Today came and installed my carpet on a Thursday, We assumed it would be done by the end of the day, so we rented a Uhaul, packed up from White Cloud -Mi and came to Lawton,MI, to our new home and when we got there, they only did one room and left at 5 pm. Now we have all of our belongings in a uhaul truck and can't move in.

They said they would be back the on Saturday. When they did not show upon Saturday, we called the Rep. (the person who sold us the carpet) and he assured us they would be out Monday to finish. When they returned Monday it was 11:45 am.

They got all the carpet installed and promptly left at 5pm, without cleaning up anything .they left a huge mess , vent openings were carpeted over, doors left off the hinges and bits and pieces of carpet everywhere. Our belongings have now been in a Uhaul that we had to pay extra for for 4 four days. We then contacted Empire Today and they said they would reimburse us for some of the cost. Since we are buying a HUD home and it needed much work before we could move in we had to hire a contractor, ( FHA required us to do this.) We have shown Empire proof of ownership of the home and they still are going to give the money to the contractor.

To whom we have already paid in full. It has been over two weeks since all this has happened and they still have not reimbursed anyone.

Empire Today's reply to:

Empire Today

Dear Pete,
We understand that your time is valuable and sincerely apologize for the miscommunication regarding your sales appointment. If you continue to have questions or concerns, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#502508 Review #502508 is a subjective opinion of poster.
Loss
$100

Empire Today Appointment Schedule

1st appointment scheduled for June 16th between 11 a.m. and 1 p.m.

I received a message in the morning that the appointment was cancelled

due to lack of employee time.

I re-scheduled for 6/25/2014 between 11 a.m. and 1 p.m.

And received an e-mail on Sunday with the wrong date.

So I called customer hotline and had it corrected.

Today a very unfriendly gentleman showed up for the appointment and

I ask to have the free estimate for my upstairs rooms with a specific carpet

Advertised on the Empire Today website “Loop dark blue”. He stated he has no such carpet

And he never checked the website and he works for the company for 5 years!

I told him I’m only interested in that advertised carpet and he called his manager

and left! I guess there is a lot of room for improvement at this company!

As a reminder, here are the details for your appointment:

• Appointment Day: 6/16/2014

• Appointment Time Window: 11:00:00 AM-01:00:00 PM

• Your Customer Account #: 1-N27TIR

Appointment Day: 6/23/2014 -ERROR

• Appointment Time Window: 11:00:00 AM-01:00:00 PM

• Your Customer Account #: 1-N27TIR

Thank you for scheduling your FREE In-Home estimate with Empire Today. We look forward to helping you update your home.

Here are the details for your appointment:

• Appointment Day: 6/25/2014

• Appointment Time Window: 11:00:00 AM-01:00:00 PM

• Your Customer Account #: 1-N27TIR

5 comments
Anonymous
#858734

Whenever I am contemplating making a big purchase I visit this site! I have a relative who works for Empire and was thinking about having this company install it!

So happy I read the reviews first!!!! To HomeDepot I go!!!!

Kennidy
#858739
@PissedConsumer858734

It's disappointing that you've read negative reviews, but we can assure you that we make any customer concern a top priority. We are committed to working with our customers until they are completely satisfied, and we'd be happy to speak with you to discuss your concerns and demonstrate our world-class service.

Please call us at 888-588-2315 x4195 or email your contact information to customersupport@empiretoday.com.

Thank you. Jeanette Ramey, National Customer Service Manager

Anonymous
#832377

its good to read about your lack of professionalism so I don't contract you

Kennidy
#832450
@PissedConsumer832377

It’s disappointing that you’ve read negative reviews, but we can assure you that we take any customer concerns very seriously. We are committed to providing our customers with world-class service, and we’d like the opportunity to address your concerns.

You can reach us at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you. Jeanette Ramey, National Customer Service Manager

Kennidy
#831997

Thank you for bringing this to our attention. We regret that your sales appointment did not meet your expectations.

We can assure you that this is not the level of service we expect for our customers, and we would like to know more about your experience and the product you were interested in. We will be contacting you shortly, and you can also reach us at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you. Jeanette Ramey, National Customer Service Manager

View more comments (4)
Empire Today's reply to:

WE ASKED SALESMAN IF CARPET SAMPLE WOULD SHOW FOOT PRINTS . HE SAID NO. CARPET AS INSTALLED SHOWS EVERY PRINT AND MARK.SALESMAN REFUSES TO RESPOND | Empire Today review from Tobyhanna, Pennsylvania

Dear Mrs. and Mr. Nagle,
We’ve read your review, and we’re disappointed to hear about your product concerns. We would like to ensure that all your concerns were addressed. If you continue to have questions, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#500598 Review #500598 is a subjective opinion of poster.

SAMPLE SHOWN AND SELECTED HAD A DEEP PILE AND IT WAS SAID THIS WOULD NOT SHOW PRINTS. CARPET INSTALLED IS A LESS DEEP PILE AND SHOWS EVERY PRINT.COLOR IS ALSO SOMEWHAT OFF.

IT IS OUR CONTENTION THAT THIS IS REASON THAT CARPET SHOWS PRINTS AND WE BELIEVE IT IS A LESS EXPENSIVE RUG WITH A THINNER PILE. THE INSTALLATION ITSELF WAS PERFECT AND WE COMPLIMENTED THE INSTALLERS. MY WIFE FELT PILE OF SAMPLE AND FEELS SURE THAT CARPET INSTALLED IS NOT AS DEEP A PILE. WE ARE VERY DISAPPOINTED AND EXPECT EMPIRE TO CORRECT THIS ERROR IMMEDIATELY.

SINCERELY. THE NAGLES AT DHNGLN@PTD.NET

1 comment
Kennidy
#830857

We’ve read your review, and we’re disappointed that your product is not meeting your expectations. We would like to know more about your concerns and confirm whether or not you received the correct product.

Unfortunately, we cannot 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 Manager

Empire Today's reply to:

Dishonest, overcharge, bad installation | Empire Today review from Henderson, Nevada

Thank you for bringing your concerns to our attention. It’s disappointing that your installation did not meet your expectations, and we would like to know more about the issues you’ve been experiencing. We are committed to working with our customers if ever problems arise, and we’d like to make this a positive experience for you. We cannot locate your account with the information posted here; however, if you call us at 888-588-2315 x4195 or send your contact info to customersupport@empiretoday.com, we will follow up with you as soon as possible. Thank you. Jeanette Ramey, National Customer Service Manager
Review
#500037 Review #500037 is a subjective opinion of poster.
Loss
$17000

Empire Today claimed to be running a sale on flooring. Based on that claim, we asked a salesperson to visit us. They showed us attractive flooring samples but then said only two ugly types of flooring were on sale. The others, including the styles we liked, were full price. And, that full price was high. I thought that the way they presented the sale and actual cost was dishonest. However, we were in a hurry to finish the house and move in so we agreed to the price for the non-sale materials.

We chose a laminate flooring with the higher quality pad. A crew visited and quickly installed 5 rooms with the flooring, pad and baseboards. They asked us to inspect the work and approve of it. Not knowing what errors to look for we walked through the house and the floor seemed okay. Later, the many errors became clear. The laminate was not run all the way to the walls but just close so that a baseboard might hide the gap. In many places that gap is visible and obvious. Quite a few sections of laminate were not seated well against the next piece so that after a little dust got on the floor there are obvious lines. A spot at one door has discoloration that looks like water damage. The worst is the pad. I don't know what is actually under the laminate but there is a difference in elevation in the laminate from one room to the rest of the house. It looks like the pad was not installed in that one room. And in several spots through the rest of the house the floor is spongy like the pad was left out of a two foot spot. Since the elevation of our concrete-slab floor is consistent throughout the house I believe the pad was not installed in one room. And, I believe the spongy spots are gaps in pad that was installed.

In my opinion, the company tricked us with a promise of a sale to get our business. I think they grossly overcharged for the materials and installation. And I think the installation was not just poorly executed but done wrong.

Empire Today's reply to:

Cheating, lying, and deception... | Empire Today review

It was disappointing to read your review and your concerns with our pricing. Because we are a full-service company, our pricing is all inclusive and covers product costs, installation labor, and any additional requested services. We also offer a price match guarantee. We would like to know more about your concerns with your sales appointment and measurements, but we cannot locate your account with the information posted here. Please call us at 888-588-2315 x4195 or email your contact information to custmersupport@empiretoday.com, and we will reach out to you as soon as possible. Thank you. Jeanette Ramey, National Customer Service Manager
Review
#495270 Review #495270 is a subjective opinion of poster.

Empire Carpets give the sales rep a factor to calculate how many cartons are necessary to complete a job based on sq footage. They give the sales rep and the customer these so-called sales prices but, put a false and inflated multiplication factor to calculate sq footage thereby inflating the so-called sales pricing!

Always- always- always- get three bids from different flooring companies and it will become glaringly obvious Empire and their so-called sales price (50-50-50 sale, buy one room get two free) is no sale and will always be highest bid in the three bids! In addition, measure length by width and figure out your sq footage for your needs.

Then, have Empire measure and you will discover they have inflated the sq footage to stick their hands into your pocket by inflating the actual price of the product! Don't deal with Empire Carpet as they are complete rip offs!!!