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

Empire Today--defective floor and bad customer service


we regret the issues that occurred regarding the replacement of your floor. We never want our customers to be frustrated with their experience, and we understand that we’ve been in contact with you about this issue and have reached a resolution. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
#357547 Review #357547 is a subjective opinion of poster.

We had a laminate floor installed by Empire in February of this year. The installation was incredibly shoddy, but since it took them a full day longer than estimated to complete the job we just wanted them gone so we lived with it.

A few months later we notice some kind of staining in the floor that looked like mold so we asked Empire to come look at it. Four different contractors were sent to the house, each one with seemingly no background on what the previous guy had found. Finally, after the last specialist came out and wrote up a report that stated that the floor was defective due to a manufacturing flaw, the customer service rep we were dealing with disappeared and stopped returning calls. After going back to the 800 number and being shuttled around we ended up back with our original rep who sent out a salesperson to have us pick out a replacement floor.

The rep showed up with three colors of floor to choose, of a quality that was inferior to the floor we had originally purchased. We picked the floor and were told Empire would get right back to us to set up an installation. Then they stopped returning calls again. Call the 800, get shuttled around some more, finally set up an installation date.

The date comes and nobody shows up. Call the 800, get shuttled around again and finally speak to a different customer service rep who says there is no record of a salesperson visiting us much less an installation date.

At this point we just want our money back but no one will call us back.

Empire Today's reply to:

Empire 'Today'? More likely tomorrow | Empire Today review from Raleigh, North Carolina


we understand that we’ve been in contact with you to attempt to resolve this matter. We regret the delays that occurred during your installation process, as we never want our customers to be inconvenienced. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
#356853 Review #356853 is a subjective opinion of poster.

We decided to re-carpet our carpetted areas. First, we checked the Home Improvement stores (HD & The 'L' place); thousands of pieces of carpet yet no one who knew carpets at either place. Checked a few stand-alone carpet places-- either too high or too low-quality. Decided to give Empire a call. SHOOT ME IF I EVER RECOMMEND THEM TO ANYONE!

Peter the Slick salesman arrives on a Saturday; half hour late, but that's ok. He thinks we're some sort of rubes but he's pleasant enough. When he gives us his 'best price', I say it's too high and offer 15% less (which brings it down to the Home Improvement places' price). He does the ''let me call my boss routine- yada yada yada'' and they agree to the cost.

We decide 2/3rds of the carpet will be installed the following Friday (the in stock pieces) and the remaining ''TBD''.

I get a call the next day (Sunday) reminding me of my Friday install (installers can arrive anytime between 8am and 6pm). I get a call AND an email on Monday, reminding me of my Friday install (installers can arrive anytime between 8am and 6pm). I get an email on Tuesday saying I ''must call them and confirm the Friday install or they will call me'', which they do before I see the email and I'm reminded that ...installers can arrive anytime between 8am and 6pm. I get an email and a call on Wednesday, reminding me of my Friday install (installers can arrive anytime between 8am and 6pm). I get a call Thursday reminding me of my Friday install and that the installers could arrive anytime between 8am and 6pm. DID YOU GET ALL THAT??

So, Friday arrives... at 3pm I call Empire. After pressing several buttons, the message says, ''Installers can arrive anytime between 8am & 6pm-- YOU CAN HANG UP NOW or wait for a customer service rep'' Ok, ok, I get it... they're probably on their way.

At 6:05pm I call Empire- I WANT TO CANCEL MY CONTRACT!! You m$%^#^ers call me everyday and then don't show up?!?!

Peter the Slick calls me 5 minutes later. ''I am so sorry! This is NOT the way Empire works. I've never received a call like this... sob, sob, sob. Can we PLEASE put your carpet in tomorrow?? (Saturday) If you don't hear from someone by 10:30am give me a call (which is the message I am supposed to hear when I call them, but never did!)''.

I agree; the installers arrive at 9am and are VERY nice men. One of them speaks perfect English and they do an excellent job of carpetting the upstairs. I tell them that I hope they will be the ones coming back to do the downstairs Berber when it comes in.

Two days later the Berber arrives; I get a call- ''We will be coming between 8am and 6pm on Wednesday...'' I cal back, No you won't! Allow ME to tell YOU when is convenient-- is that ok?

We decide 2 Fridays later- 11 days. On Monday the calls and emails start again. ENOUGH IS ENOUGH!!! I tell them and they don't call again until Friday morning at 8am (the date of the install) to say they will be there between 2 & 6pm. Excellent, I say!

At 5:54pm on a Friday night they come screaming up my driveway. Ok, ok...it's the same crew; excellent!! I'll forgive the fact that my night will be ruined to get this over with.

The lead man starts measuring-- oh, did I tell you that I'm a general contractor? Well, I am...-- I notice that he's measuring 2 ways; I ask, ''You're not putting TWO SEAMS PERPENDICULAR TO EACH OTHER IN MY BERBER, ARE YOU???''

... ''I have to, they didn't send enough material to do just one seam''

Berber is fairly hard to seam in the first place... putting 2 seams in WILL BE NOTICEABLE.

How much more carpet did he need to send? FIFTEEN INCHES!! He sent 30 feet when he needed to send 31'3''!!

I called Empire to say that I had had it with them; to take the carpet back and refund my money. Of course, that department was closed so they'd call me back Monday morning. It's now Monday afternoon. I just called; ''Someone will be calling you back in 1-3 days to let you know what your refund will be''

Oh, I already know what it will be!!

End of story: AVOID EMPIRE TODAY AT ALL COSTS!! There is no such thing as a SALE, there is only SALESMENSHIP! They are clueless as to scheduling and the customer service stinks!

Empire Today's reply to:

Empire Flooring are deceptive, rude and LIARS!! | Empire Today review from Louisville, Kentucky


we’re disappointed that you were inconvenienced by the issues that occurred during your installation. We understand that we’ve been in contact with you about possible resolutions and that you chose to cancel the order. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
#354726 Review #354726 is a subjective opinion of poster.

Agreed to pricing on hardwood flooring. Installer came in and said floor was uneven and it would cost an extra $2000.

Sales rep said she went over it with us. NOT TRUE. The installer's contact at Empire (Roger?) told my wife I was a liar and then the next day that she was a liar. The only people lying work for Empire Flooring and their sub-contracting sales people.

After they ripped up portions of our carpet and parquette(?), they said they were leaving and Mike, the installer, who by-the-way had nothing to do with this, tried to piece it back as best he could.

Do Not Use this Company. Ever!!!!!!!

Empire Today's reply to:

Not sure why people are so mad of you!! | Empire Today review from Madison, New York


It’s wonderful to know that you’re still enjoying your product and receiving compliments years after your purchase! We truly appreciate the recommendation and look forward to working with your on future home improvement projects! Thank you for the review!

Rebekah Clerk,
National Customer Service Manager
#353363 Review #353363 is a subjective opinion of poster.
  • Great job
  • good quality

I had a carpeting instalation on 2010 for my business and was great, I still getting a lot of great comments from my customers about my new carpet after 2 years later, and is not a new Carpet anymore is 2 years old but it is a very good quality of Carpet, I am very pleased with Empire and I will call back again for a new wood floor instalion for my business, this guys are doing a great job and their prices and products are very very good, I don't work for then I am jus a regular customer.


Empire Today's reply to:

Vastly overcharged for flooring through dishonest practices | Empire Today review from Fargo, North Dakota

Thank you for making us aware of your concerns, Kristin.

We are committed to customer satisfaction, and we’ve been in contact with you about this matter and reached a resolution. Please contact us at customersupport@empiretoday.com or 888-588-2315 x4195 if you have any additional questions or concerns.

Thank you.
Rebekah Clerk,
National Customer Service Manager
#352587 Review #352587 is a subjective opinion of poster.

Update by user Oct 22, 2012

Empire has agreed to reimburse us for the amount we were overcharged, so we now have a more reasonable market price.

Original review posted by user Oct 18, 2012

We agreed to get a "free in-home estimate" from Empire for our kitchen/half-bath and carpet. The sales rep, Karen, refused to give any prices until we chose one, despite our saying we just wanted to look and wanted to compare in order to make a decision.

We chose a laminate for our kitchen/half-bath (150 sqft) and berber carpet for our upstairs (410 sqft). Karen gave us a price of $5500 and we said there was no way we could afford that and needed time to think. She refused to leave, despite our repeatedly telling her that we did not want to commit that day. She lowered the price to $3800, telling us it was a good deal and included a discount for doing both floors.

We felt unsure, but trusted her words, so we agreed. But then she raised the price again to $3977 - $2015 for the laminate and $1962 for the carpet - saying she had made a mistake. We were weary from trying to get her to leave, and signed. Later, as the floor was being installed on October 4 and 5, I looked up prices for laminate and carpet.

For a floor of our small size, every source I found (at least four) said the maximum price for a high-quality laminate (which I'm not convinced ours is), including materials, subfloor padding, labor, etc. should be between $900 and $1200. Additionally, it indicated we were paying between $500 to $600 more for carpet then it is worth. All in all, that means we are being charged between $1300 and $1700 more than the flooring actually costs, and that is at a high price estimate.

That's not to mention the supposed discount we were promised we were getting for having two floors installed. I immediately called Empire to complain, but was shuttled around their customer service for a week and a half - between my partner and I, we have called at least a dozen times and every time gotten no answers, but always a promise for another call about a "discount." After almost two weeks, they told us each today in two separate phone calls that ours was the right price, and told us materials cost vastly more than any other source indicates. I asked them how they could claim that when every independent source indicates that what they claim the materials cost is about three times as much as they were claiming, and they had no answer and again promised to call later. It is clearly a rip-off, and they are pointedly avoiding addressing the issue with us through constant delays.

It is unacceptable and fraudulent to claim that the materials installed cost double or triple or quadruple what every independent source claims they do, in fact, cost.

Such dishonesty is deplorable and I would hope that the company would be eager to rectify the situation by reducing our price to a reasonable market value, but they have indicated no such willingness. Truly unacceptable.

Empire Today's reply to:

Empire Today too expensive was it really a sale!

While it’s great to know that you’re pleased with the finished product and the work that was done in your home, we always want our customers to be satisfied with their entire experience. We’d like to speak to you in more detail about your concerns with our pricing. We’ve attempted to contact you via email and have not yet heard back. Please call us at 888-588-2315 x4195 or email customersupport@empiretoday.com, and we will reach out to you to discuss this in more detail. Thank you. Rebekah Clerk, National Customer Service Manager
#351332 Review #351332 is a subjective opinion of poster.

I still not sure which sale is the best price the installation sale, the warehouse sale or the whole house sale??? Since even with 60% off the cost of materials I think the price was too expensive.

I should have waited for another estimate before getting the tile floors for the kitchen and bathrooms. But the contractors that came out to do the instillation were very professional.

Their work was excellent and everyone who has seen the floors have been very complimentary of their work. I'll never use Empire again or recommend them however the tile contractors were great.

Empire Today's reply to:

Empire Today will cheat sales associates out of commission.

Nicole, we would like to know more about your concerns. Please contact Sandra Horsman at 888-588-2315 x3026 in our Human Resources department. Thank you.
#347773 Review #347773 is a subjective opinion of poster.

I have worked doing inside sales for the Empire Team and am paid a very small hourly wage and am pressured daily to set appointments and offer re quotes to prospective clients. I work very hard to close sales and what is frustrating and down right wrong is the way that Empire Today finds ways to cheat their employees out of their due commission.

It started of by them leaving off items because they were "not installed." I would receive a list of paid items only after it was too late to dispute them for the next pay period a week away and the items that were actually included for payment were not paid correctly. If the sale was for $2,000 and the commission percentage was 3% then it would show that $40 was due to me instead of $60 and these "mathematical miscalculations" just so happened to occur on every commission statement. Is Empire Today's accounting department really that incompetent that they can not do a simple multiplication problem correctly? Or why not create a spreadsheet on Excel that would perform the calculations to ensure their accuracy?

Then to make matters worse, they only pay you for the items once the sales order is completed and installed, which is fine, but they do not give the sales associate the privileges to view the install date on their computer system, so the only way to confirm if a sales order was completed is to compile a list of "challenges" during your very small breaks in between calls and ask your manager to go thru the lists to find out when they were installed. Each sales associate has a significant number of challenges every pay period and this activity has been going on for years.

It is quite clear that they do not want to pay their employees what is due and do everything in their power to put obstacles in the way of their employees finding out what sales were not paid. It is sad and frustrating because you are doing your part daily to make them money, but yet they do not want to pay what is owed and make it extremely difficult for the employee to get the commission owed and even once the challenge is approved it is two and a half weeks later to a month and by then you are waiting on new challenges and what is so ironic is that all of my coworkers are in the same situation.

Empire Today's reply to:

I feel used and taken advantage of by Empire Today

Dear John,
Customer satisfaction is our number one priority. We put our customers first and work with a sense of urgency to address their concerns from start to finish.
We regret to hear your concerns, and assure you that this is not the experience that we wish for our customers. We’ll be further reviewing this matter.
Thank you,
-ET Customer Support
#345649 Review #345649 is a subjective opinion of poster.

Immediately after being told that the installers couldn't lay my floor, my salesman told me that I have someone else that can do the same job for the same amount of money. Really!

I had trouble with the replacement contractor from day one. I'm sure my salesman, and the new contractor had this all worked out from the minute the Empire today installers reported to me that the job couldn't be done. The job was eventually done with much prodding but it was never completely finished and now I might have to go to court.

What have I learned? If it sounds or looks to good to be true, it usually it to good to be true.

Empire Today's reply to:

Empire Today is a Headache and Scam.

Mary Louise, we regret the initial delay and problems with your installation. We understand that we’ve spoken to you about these issues and agreed upon a resolution, and your repairs have been scheduled for this week. Please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com if you have any additional concerns that have not yet been addressed. Thank you. Rebekah Clerk, National Customer Service Manager
#342636 Review #342636 is a subjective opinion of poster.

Update by user Sep 04, 2012

So they did call me and I think it is Funny as My name is not patrick and I am not even a Man lol. The Biggest kicker now is that I am hoping that they do fix the problem as they stated tommorow in the AM. As they already ruined my Labor day weekend by pulling the remainder of the balance out of my debit account rather then CC so I had no I have to wait to get the Void cleared up with the bank...

Original review posted by user Aug 31, 2012

I called Empire on the Reecomedation of a college after my issue with getting my install complete with another vender. The salesman was poliete and in the end since I had to cancel with a company that kept pushing my install back which I stated to the salesman I agrred to go with Empire.

We Compromised as I told him my quote was a lot cheaper and in the end I payed more but did more work to keep costs down. The first issue was my install did not start on the correct day. THen they were suppose to be finished the next day but only did my laminet. Everytime I called Customer service no one could help.

When they layed my vynel today they didnt have material for my borders so I called cusomer service again and they said they would call me in 1 to 3 days.

So basically I paid more for what looks like cheaper carpet and thinner then I felt when picked. The salesmen said it was better quaility than what I was ordering from the other store.

Empire Today's reply to:

Empire Carpet Co. Blows | Empire Today review from Dallas, Texas

Patrick, we understand that we’ve recently spoken to you about your concerns and agreed upon a resolution. If you have any additional questions or concerns that you’d like to discuss, please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
#342008 Review #342008 is a subjective opinion of poster.

Alan Zachery, customer service mgr, has ignored my calls for over a week. My wife and have purchased carpet from Empire 8 or 9 months ago. We were really unhappy w/ it, so we called, they came out, upgraded us at OUR cost, and now this carpet is even worse. This was supposed to be their best. It sheds so bad, that there is not a vacuum strong enough to suck up all the loose fibers without bogging down the machine. I have tried them all!

Empire sends their own inspector and he kind of agrees, and informs us that this carpet probably missed the final combing at the factory before is was rolled and shipped. Now this is the second mention of this so called final combing at the factory. Their solution was to send out the carpet cleaners and have then wet it and heavy duty suck it to remove all the excess fibers. We let them do this, even though I was calling BS on it. They moved no furniture, and only did the walk areas.

We still can't vacuum without unclogging the machine. We are using a carpet rake , and are gathering up basketball size of carpet fuzz balls.

When empire turned us over to Alan Zachery, customer service mgr., I ask him about this final combing stage at the factory. He says he has never heard of that and asked who did I hear that from. He was shocked when I told him 2 of his prized employees. He claims he trained them, and never taught them about a mysterious final combing. His plan now, was to send an independant carpet investigator to survey my situation. Now this is a company that Empire is paying to come give an unbiased opinion of my *** carpet. Not real fair. We went with it 2 weeks ago, and now we have heard nothing. I have called Mr. Zachery every day the past 2 weeks and left messages. No response.


My opinion is Empire sells factory seconds, so you pay for this much, and you get this much is a total scam.