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

Empire Today is Horrific

Keith, we understand that we were in contact with you previously about your concerns with your carpet and padding, and we reached a resolution. We would like to speak to you if you have any concerns that have yet to be addressed, and we have been attempting to reach you to discuss the situation. Please contact us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com so we can ensure that everything has been resolved. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#340768 Review #340768 is a subjective opinion of poster.

The salesman for Empire sold us on the idea that the company only sold top of the line flooring and that their service was second to none. When the installers arrived, the carpet seemed much thinner than the sales sample (which it really was).

I quickly realized that the company's "top of the line" product was inferior to anything else I had ever seen. Then, when I saw the padding, I knew we were being ripped off. The padding was only 1/8" thick. My wife blew up.

After refusing to pay for the install and only then did the installers agree to pull up the carpet and put down the thicker padding. This was by far the worst flooring experience of my life. To the bitter end, the installers supervisor defended the original padding as being a premier product. We wanted quick, quality workmanship, but instead got dog house quality product.

Also, I found out afterward that the company had over 3,000 complaints with the BBB.

Apparently, being a member doesn't put any pressure on a company to do what is right. A BBB accreditation will mean nothing to me in the future.

Empire Today's reply to:

Empire Today--RIP OFF!!!!

Danyal, we regret the delay in your refund, and any inconvenience that may have occurred as a result. We understand that we have been in contact with you about this issue, and your refund has been processed. If you have any additional questions or concerns, please do not hesitate to contact us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#338957 Review #338957 is a subjective opinion of poster.
Loss
$50

Empire Today is a complete and total rip-off!!! We had a salesman named Ron from central PA come to our home to give us a "FREE" estimate, he requested a $50 deposit to "lock in" the price of the flooring, and reassured us they WOULD NOT cash the check until we were approved from finance.

Well GUESS WHAT??? Finance never did call us! AND they cashed the check!!! My husband called Empire requested to speak to a manager and they assured us that the manager would call back AND our money would be refunded.

NEVER RECEIVED EITHER!!! DO NOT CONSIDER THIS COMPANY!!!

Empire Today's reply to:

3x a Charm | Empire Today review from Winter Garden, Florida

While we regret the problems that occurred with your initial installation, we’re glad that we were able to work with you to make things right. We make customer concerns a top priority, and it’s wonderful to know that the installers went above and beyond to ensure your satisfaction. Please do not 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
Review
#338500 Review #338500 is a subjective opinion of poster.

This is the 3rd time Empire has been out to our home to repair the vinyl they put down. The first time was horible; the 2nd time was horrible.

The installers were rude but I must say, Empire did not give up on us. Thursday the 3rd installers finished their 4 day job. These two men went above and beyond the call of duty. One installer had terrible blisters on his hands from removing the previous vinyl but he continued on.

Their work ethics were above our expectations.

The finished product is very nice but the installation is perfect. I would highly recommend them.

Empire Today's reply to:

Empire Today - beware!

We regret that your sales experience did not meet your expectations. We never want our customers to be disappointed in the service they receive, and we’d like to opportunity to speak to you so that we can learn more about what happened and attempt to make things right. Unfortunately, we have been unable to locate your account from the information in your review. We have attempted to contact you via email, but have not yet heard back. Please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com, and we’ll follow back with you. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#338328 Review #338328 is a subjective opinion of poster.

Steer clear of this company! Had a salesman from Empire come to my home last week to give us a quote on carpeting. Empire is running its "buy two rooms and all others are free". The carpet samples we were shown were low grade carpeting. Better grade carpeting was called "designer" carpeting and the salesman had to go back to his warehouse to get the sample. When he returned, he claimed he could give us the "designer" carpeting at the same price as he quoted. Sounded like a good deal, but we weren't ready to make a commitment. He was not pleased that we asked him to get the better carpet sample and then weren't ready to make the commitment. He claimed that since it was "designer" carpet, he doesn't normally carry it with him. We felt he was a little unprepared and it wasn't our fault.

When we asked him if he had any recommendations, he went to Empire's web site and claim one of the positive recommendations as his own (same name). When I checked the web site independently, found the customer was in CA...we live in NC.

That's not the real issue. Here's what you need to know when dealing with a company of this type.

- You still need to pay for padding and installation in the rooms where the carpet is free.

- Salesman scribbled notes on a yellow legal pad and circled a price that was good "today only". If this was a legitimate business, you would get a written quote.

- The square footage this guy measured was 300-400 more square feet than was measured by a professional.

- Quality of product was poor.

Check a reputable business such as Home Depot or Lowe's, and you'll see the difference. Both were significantly less in price with better product. I don't know how Empire stays in business! Sucker born every day?

Empire Today's reply to:

Why do you advertise but dont offer your services | Empire Today review from Salt Lake City, Utah

We’re disappointed that you are not currently in our area of service. We are always expanding that areas that we cover, and we look forward to the possibility of working with you on future home improvement projects. If you’re interested, we’d be happy to discuss this with you in more detail. Please call us at 888-588-2315 x 4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#338135 Review #338135 is a subjective opinion of poster.

08/09/2012

I have been searching several different companies to get a in-home Estimates. I found empire today by a comercial on tv.

I went online and put in my zip code and it came up saying "Unfortunately we currently don't service the zip code that you requested. At times, we may adjust the areas in which we service, so please be sure to check back with us for future Carpet, Flooring and Window Treatment Projects.

" I need it done now because of black mold, Im not waiting for you guys to "adjust" the areas. Ill go with Home Depot

Empire Today's reply to:

Empire Carpet Install - Scam!!!! | Empire Today review from Northridge, California

Alla, we regret that you experienced problems with your installation. We take customer concerns very seriously, and we’re glad that we were able to discuss the situation with you and come to a resolution. Please do not hesitate to contact us if you have any additional questions or concerns, at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#336228 Review #336228 is a subjective opinion of poster.
Tags
  • Small claims court

I would never recommend using Empire to anyone! The sailsman came to my house with samples.

I told him that I have a dog and want a product that is durable and good for animals. He recommended burbur carpet. Fine. When it was time to install - they did not have enough carpet -of course I had to take additional day off work for them to come again.

After the install was complete - the install person said - this carpet is not good for dogs - just one little pull and the whole thread will go out!!!!! My heart sank. I called to complain but management hang up on me. Finally, I was vacuum cleaning one day and the vacuum pulled one of the treads on the connection which was improperly done.

And the company now is refusing to honor the warranty while I have a gash in my carpet. Connections are faulty throughout the house. They have threading. And when an inspector came - he said (and I have witness) - that this is not a product for house with dogs.

And the installation needs to be adjusted AT LEAST in ONE of the ROOMS due to INCORRECT Install. But when I called the management - the inspection report they said claims that all the damages are due to my dog. All I have to say to this is that management is lying and sales people are unprofessional and make false claims. I will be moving forward to litigation.

Will start with small claims court. If you have similar experience - maybe we can start a class action lawsuit against Empire. I will update my post with more information to come. All I wanted is one room fixed due to poor installation.

But management makes it their business to defraud you. STAY AWAY!!!!!

Empire Today's reply to:

Wouldn't even come to my home!!!!!! | Empire Today review from Upperville, Virginia

Holly, we were disappointed to read about your experience. We've attempted to contact you via email to discuss your concerns and the possibility of scheduling a sales appointment. However, we have not yet heard back from you. Please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com, and we will follow back with you to discuss the situation. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#335339 Review #335339 is a subjective opinion of poster.

I went on the Empire website to look into an in home carpet estimate which turned up my zip code as an out of service area. I live exactly one mile from my other home which I rent out, I typed in that zip code, bingo!

So I foolishly thought that if I called and spoke to a rep that they would hear me out on that and be willing to perhaps come to my home. ( By the way - I am directly off a major highway in Virginia, not in a remote area at all). I was sure wrong! The rep would not budge, clearly just reading it off her computer, she was not in a place to make exceptions and had no desire whatsoever to find me someone who could.

I asked her if they did not want my business, to which her reply was that I really had to understand how their poor drivers have to drive all over the place. What? Really? How rude, unprofessional and perfectly uninterested in their customer.

I will never do business with these people, under any circumstance.

I will go out of my way to make sure everyone I know is aware of my bad experience and encourage them to go elsewhere also. Empire is a BIG business, and they do not care whether or not they have your business or your respect, or your satisfaction, that is perfectly clear.

Empire Today's reply to:

Rip Off for estimates Empire Direct | Empire Today review from Wallingford, Connecticut

Thank you for making us aware of your concerns, Lois. It is never our intention to make our customers feel pressured, and we regret that your sales appointment did not meet your expectations. We’d like the opportunity to speak to you in more detail about your concerns and better explain our all inclusive pricing. We’ve been attempting to contact you and will be following up again soon. If you have any questions, please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#331844 Review #331844 is a subjective opinion of poster.

I asked for an estimate since I was shopping around. They came in 1000.00 over my first estimate and then decided they could match it if I gave them a 50.00 deposit today.

I explained that I had 2 others coming out for estimates this week and would not leave a deposit. Since I would not give them a deposit they raised the estimate to 300 dollars more then my other estimate. There response was if they leave the home people usually do not call them back. They lost my business forever and I will tell all that will listen.

I am a consumer who is looking to get quality services and will shop around. If you could do it at a cheaper price means you have every intention on ripping me off and other consumers who are shopping around. Very Sad!

Poor way to do business. BBB here I come to let them know how it really is!

Empire Today's reply to:

EmpireToday: Worst flooring company I've dealt with. | Empire Today review from Buffalo, New York

Jennifer, we are committed to working with our customers and never want them to be disappointed with their installation. We understand that we’ve been in contact with you about the issues that you have experienced and that we’ve reached a resolution. Please don’t hesitate to contact us if you have any additional questions or concerns at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#331023 Review #331023 is a subjective opinion of poster.

First, let me start off by saying I am a trained insurance adjuster, 14 years in the business. I have NEVER dealt with a company which has provided such poor customer service and poor installation.

I am trained on the specifics of how to estimate, install, roll, and stretch a carpet. So, imagine my surprise when my mother calls me and asks me to come and take a look at her carpet which EmpireToday installed. She was already pissed because they called the day of the scheduled installation last week to cancel on her 20 minutes before they were supposed to be at her home. When I originally looked at the estimate, I told her it seemed a little shady because there was no square footage listed or pricing per sq ft.

She wanted to go with them because of the advertised discounts. Even with the discounts, I told her the pricing seemed high. I inspected the 3 bedrooms. Whoever the installer is has no idea how to roll or stretch a carpet.

There are air bubbles underneath the carpets in every bedroom. Almost looks like a buckled hardwood floor underneath the carpet. Too bad they have NEVER had hardwood. In addition, the seams in the closets were not tacked down at all.

I can literally take my hand and lift up the carpet in all of the closets. In my oldest son's bedroom, the carpet is not even the same width as the closet, and there is a one inch gap in the front of the closet with no carpet. The smallest bedroom which is about 11 x14, they decide to roll the carpet by the 14ft side, so there is a seam right before the closet and another seam in the closet. Who does that?

If you don't know, carpet comes in 12ft or 15ft rolls. So if you have a 11 x14 room, you roll the carpet on the 11 side w the 12 ft roll, you roll it 14ft long and then into the closet. There should be NO seam in a room like this. NOT ONE!

My parents room which is about 22x14, they decide to again, roll on the 14ft side. So my mom has a 22ft seam going down the side of her bedroom, and then it stops. Looks like they ran out of carpet, patched in another piece, so it looks like a quilt. Common sense would say, roll 2-12ft pieces on the 22 ft side.

There would be one seam-in the middle and if they are good installers, it should be barely noticeable. These pieces could have gone right into the closets as well. Very little waste and few seams. Any good carpet installer knows this.

The entire carpet needs to be replaced now because the job is sooooo incredibly bad. They are holding up further construction my parents are trying to do because NO ONE WILL CALL US BACK. It's been 48 hours and we have not heard from a soul. I even called the BBB and asked how the *** did they get an A+ rating based on the number of complaints I have read from this site, other sites, twitter, and facebook.

The gentlemen was very helpful and led me to believe they are going to look into this further. I told my mother if we do not hear from anyone by the end of the day, we are calling our local news investigative reporter to look into it. I am just in aw. I have worked with hundreds of flooring installers over the years and have never seen a job quite this bad before.

It really is awful. Wish I could upload photos for you all to see!

Empire Today's reply to:

Empire Today- No one knows anything!

Heather, we’re disappointed that you were not completely satisfied with your installation. As a company dedicated to customer service, we want to work with customers to make sure they are happy with their entire experience. We understand that we’ve recently attempted to reach you to discuss your concerns and possible resolutions. We look forward to speaking with you. If you have any questions or concerns, please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#329587 Review #329587 is a subjective opinion of poster.
Loss
$2

I recently used Empire Today for my flooring. When the salesman arrived we went through the different options- without going over prices- he was naturally assuming because I'm a single female that I should look at the less expensive models and kept telling me to look at the vinyl though I much preferred the woods. When I did pick out 5 samples I liked- he went outside to "consult his boss"- he came with only the price of the vinyls- those I didn't like and thought looked cheap. I asked about the 60% off ads running on the tv- and he said that only counted towards the "product" not the labor- so I asked how much labor was- he said he didn't know- I asked how much the product was- he said he didn't know. I said that I wanted a itemized record of my invoice- and he said that it's an "all inclusive price...Does that make any sense? I asked how I knew I was getting 60% off of the product if its an all inclusive price. He also said this price included trim. But still didn't know how much anything was- he went outside 3 more times to consult his boss- I felt like I was being used by a car salesman!

Well- his incompetence further reviled itself, as he showed up at my work to sign the contract but hadn't filled anything out- and forgot what product I wanted and had to run out to his car and bring the samples into the lobby at work- I was so embarrassed, and his unpreparedness cut into my lunch break. Further more- the product wasn't even close to the quality that I expected. I priced the product at Home Depot and Lowe's and it came out to $0.89/sq ft but even at their 60% "discount" Empire Today's product came to over $4.00/ sq ft! They also forgot the trim that my salesman told me was part of my price!

When I called customer service- I got the same run around- no one could tell me how much labor or the total product is. I highly doubt their A rating with the BBB- if they can't provide itemized receipts, have a low quality product, unorganized sale people and clueless customer service!! DO NOT USE THEM- I still 3 more floors to do in my house- and next time I'm doing it myself- less hassle, cheaper, and I would know what I'm doing! Also thinking about sending this to the BBB for them to look into these horrible practices!