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

Could NOT have been HAPPIER ! | Empire Today review from Fort Lauderdale, Florida

It’s wonderful to hear that you were satisfied with your entire experience. Providing our customers with world-class service is our top priority, so it’s great to know that this was the case. Thank you for the review, and enjoy your newly renovated home! Rebekah Clerk, National Customer Service Manager
Review
#294201 Review #294201 is a subjective opinion of poster.

You have to realize this site is for COMPLAINERS! We had NO problems from first phone call until follow-up.

Each and every person we dealt with in person, or on the phone, were extremely professional and knowledgeable about their end, of the carpet we had purchased. NICE, too! You don't find that anywhere, these days. They are trained so well and know the answers to ANY question you might throw out there.

Polite workers who install. Very smart salesmen.

And you WILL get next day service, if that is what you want! I would highly recommend, over and over.

Empire Today's reply to:

Empire today

It’s wonderful to hear that your entire experience with us went so well. It’s our goal to provide world-class service to all of our customers, and we love hearing back from them. Enjoy your newly renovated home! Thank you. Rebekah Clerk, National Customer Service Manager
Review
#293737 Review #293737 is a subjective opinion of poster.

Welll I called empire for a free Estament and when stu the sales man came I fell in love with a sample of floor so we agreed on a price and proceeded to order the floor. That night I went on this sight and saw all the complaints and I really freaked out .

So I called stu and was ready to cancelle. First because of the reviews and second because I second guess the floor I picked. Well he was great he took the time and was very patient and came back so I could look at the floor again he eVen brought more of the same floor so I could get a better idea of what it would look like.at that point I decided to go with it well I am so glad I did the installers came when they said they would right on time they were fast and extremely neet they did 1400 feet of flooring in two and a half days and left my house sparkling clean. They moved all my furniture and moved it back in place they were very pleasant and I give them all a 5 star.

Karen the installation manager was also involved throughout and made sure all went well. I want to thank you empire you all were great.

Empire Today's reply to:

EMPIRE TODAY IS TERRIBLE!!!!! DO NOT USE

We’ve read your review, and we apologize that you were not satisfied with your installation. We always want to provide our customers with world class service, so it’s disappointing to hear that was not the case. We have attempted to contact you via email to discuss your concerns. Please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com, and we’ll reach out to you to work towards a resolution. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#293586 Review #293586 is a subjective opinion of poster.
Loss
$1000

Well as everyone knows who has a television in the DC metro area empire today runs a giant advertising campaign on TV. My wife and I just moved into our very first home.

We wanted to put new carpet in the living room because the previous owners did not do a very good job of taking care of it. So we called empire today for a free in home estimate (big mistake). The sales rep showed up and was very nice and showed us all kinds of carpets. We decided to go with Berber carpet and we set a date to have it installed.

Everything seemed to be going well with the house and the carpet situation until empire today sent out their crack team of installers. Two gentlemen showed up at my house (while I was at work, it was only my wife) to install our carpet whom spoke very little to no English. They asked my wife for our credit card number and then proceeded to copy it down on carbon copy paper (its 2012 really?) with a quarter. They then installed our carpet and left.

After the installation was done my wife inspected it and noticed that their were five extremely visible seams along with some places where they did not pull the carpet tight and it is bubbled up. It was obvious that these gentlemen had no idea how to lay carpet. So we contacted empire to get it replaced and this took us 5 days and 5 phone calls to various people before we were able to talk to the person we needed to. Once we got on the phone with him he attempted to send out the same crew (who did not speak English) to try and fix it.

They are coming today to fix it.

And after they do not fix it because it can't be fixed I am going to call and get my money back and give them their carpet back. So everyone learn from my mistake and never use empire carpeting.

Empire Today's reply to:

EMPIRE CARPET IS A SCAM!! | Empire Today review from Oakdale, New York

Brigette, we’re sorry to hear about the issues you’ve been experiencing with your product post-installation. We can assure you that we provide only quality, name-brand products, and we are committed to working with our customers whenever a problem arises. We’d like to discuss your concerns with you further, so a member of our customer service team will be reaching out to you soon to work towards a resolution. If you have any questions, please contact us at 888-588-2315 x4195 or email customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#293144 Review #293144 is a subjective opinion of poster.

We bought our berber carpet from Empire Today in Sept 2011. The salesman was very pleasant and only mentioned BIG carpet manufacturers NEVER did he mentioned Phenix.

LIAR! The carpet that was installed in our bedrooms and hallway ended up being a "looser" loop that we saw on the sample. The carpet already looks horrible and we are always having constant snags. The installer did not even put in padding in certain areas and I complained to Empire Today.

They sent out someone they call a non biased carpet professional to check and make sure there was nothing wrong with installation and such. He fixed the area with missing padding but we later discovered that where the original installer "overdosed" on use of staples, there was little holes where the second installer pulled out the staples to fix the padding. Now, it looks even worse. EVEN, the non biased carpet installer said that the carpet we bought was POOR QUALITY / NOT A GOOD CARPET.

AND, the Customer Service Manager basically said all the GENERIC RESPONSES about not a warranty issue or that they would upgrade at a discounted price. I am in Customer Service and this is NOT CUSTOMER SERVICE. This is a rip off and WILL NEVER USE EMPIRE AGAIN! My pain now is that I have to pay for this ROTTEN CARPET.

I HATE MY CARPET but I am glad I am not alone.

There are others out there that are not happy and getting the same "no help" from Empire.

Empire Today's reply to:

Empire Today, terrible Ceramic floor job

Matt, we apologize for the issues that you’ve been experiencing with your product post-installation. It’s disappointing that your experience has not been in line with our high standards of customer service. We understand that we’ve been in contact with you about this issue and that we’ve come to an agreeable resolution. Please contact us if you have any questions at 888-588-2315 x4195 or email customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#292813 Review #292813 is a subjective opinion of poster.

I had Empire install ceramic floors in both bathrooms. The salesmen said that i needed subfloors and checked the box for them. The installer, a man from Equador ddint' put in subfloors. As a result, the floors won't last now for they flex and bend. Installer didnt' even install a substrate under the tile. I complained to NO avail. Empire finally contacted me when i disputed the Charge with WElls' Fargo bank.

A man from Empire (MIKE in CT ) was terrible and said that the installer put a substrate. I can prove that he didn't. I asked for my money back O R just come back and do it right (rip out floor, haul away, and install correctly). corporate has yet to answer back. its been a total nightmare.

Also, to add insult to injury, the installer said that Empire charged me too much and agreed to do the kitchen the next day for cash.. I had him install that also. ITs again, like the bathroom, with no proper subfloor. I asked Mike from Empire to give me his home constr. license number but he refused. ITs been over a few months and NOTHING.

I called a reporter at the news channel and thats so far, my only prospect to make the state of CT aware of their practices.

Empire Today's reply to:

Part 4 update | Empire Today review from Sorrento, Florida

Andrew, we apologize if you feel you are not having a positive experience working as an independent contractor. While we strive to create a positive atmosphere for all our contractors, misunderstandings can occur and we are happy to help address and resolve your concerns. We understand that we are currently working with you to resolve your concerns. Thank you.
Review
#292086 Review #292086 is a subjective opinion of poster.

I got my call from Erica Sanchez and have a 10:00 meeting with Brian and Maggie with Erica on the phone, I still haven't heard from Chicago about the way we are being treated in regard to issues with the material defects and so on, along with the fact that quality work for years leads to no loyalty,and so we continue hiring bad installers and sharing the work with them leaving us short on work.I don't believe I will make any extra money to care for my wife before I leave the company,I don't want to talk bad about empire because I believe they don't know how we are treated here.....some one in Chicago please call me. I have 6 weeks left I can work before I leave to accept my final fate.I am so torn inside because I have been so loyal to you for years. Andrew 407-242-4204

I will follow up later today with what happens

Empire Today's reply to:

Part 3 Empire | Empire Today review from Sorrento, Florida

Andrew, we apologize if you feel you are not having a positive experience working as an independent contractor. While we strive to create a positive atmosphere for all our contractors, misunderstandings can occur and we are happy to help address and resolve your concerns. We understand that we are currently working with you to resolve your concerns. Thank you.
Review
#291807 Review #291807 is a subjective opinion of poster.

My name is Andrew Little installer ID 3876 in the Orlando market..phone 407-242-4204

Yes Brian and Maggie, you know I'm sick and now you know why I don't care to tell the truth,

It won't matter when I'm dead and gone. I hope someone in the Chicago office has the loyalty to the older installers who have served you so well.I talked to many of your other installers about going to Chicago to get the answer of why we are being tossed aside and mistreated,is this the new empire way.

The proof is in the scores, look at what they were before Maggie and Brian 70-80 ... Now we are in the negative numbers.... We are asking for help from Chicago ,surely this is not your intentions.

I have been with you guys for over 5 years, isn't that worth something. I would love to hear from Steve Silvers... Please call. I will post more about what happens daily.I have tried to reach all of you through all the proper channels and was left with only this

Empire Today's reply to:

Not paying for work part 2 | Empire Today review from Sorrento, Florida

Andrew, we apologize if you feel you are not having a positive experience working as an independent contractor. While we strive to create a positive atmosphere for all our contractors, misunderstandings can occur and we are happy to help address and resolve your concerns. We understand that we are currently working with you to resolve your concerns. Thank you.
Review
#291804 Review #291804 is a subjective opinion of poster.

I have been recording a large amount of service calls and back charges lately. All people will get service calls from time to time...lately we have found this is due to the change to the products that we install not being of empires standard quality...there appears to be a massive amount of defective products arriving to us.about have are manufactor defects and half due to mis care on our local company.empire is supposed to climate control the warehouse so we wouldn't have to acclimate the product.this would be very important especially here in Florida , nothing but moisture and humidity.they haven't been doing this causing the product to warp and bow.the better installers have been bringing the product back for replacement...now we will be paying for the material if the can lock 2 boards together even if there are some gapping..if we install it like it is and the customer complains the we buy it....it is no longer a company I am proud to work for.I am currently still working for empire as of today but expect to be fired for what I'm about to say.I put in a 2 month notice about 2 weeks ago so I will survive, the truth is that I am suffering from a terminal disorder and was only trying to make a little money to care for my wife after I die....I have found that the jobs are being given mor to the Spanish crews, I suspect this is because this is because Maggie is Spanish.i called human resources to report this to Erica Sanchez when I didn't get work for the first 2 weeks of Maggie arriving yet I was top gun at 100 percent in all catagorys.....Erica immediately came to maggies defense and said she would call me back in 24 hours.

NO CALL but I got work for a week and then back to one or two small jobs that barely cover my insurance and laborers.I profit about $60 per day I work so I'm leaving them....

I can even live with my wife before I die because she had to take a job 2 hours away after being unemployed for 18 months.next...

Brian treats all the installers with no respect but only threatens their business with pay cuts and then hiring many other installers when the ones who have been there and proved to be quality installers .....now the older employees are struggling....I reported the problem with my pay on my job and in exchange I got no paycheck this week at all, I had 3 jobs....their excuse is brian was in las Vegas,if no one is covering him. This put me at home for the week costing me more money.I bet all the company employees checks came in in time.I tried to reach other people at empire in Chicago, you will never get anyone.I will be spending my time this week and after I leave empire fore my final days posting these till I talk to the right people or things are changed....look for part three

Empire Today's reply to:

Not paying for additional work | Empire Today review from Sorrento, Florida

Andrew, we apologize if you feel you are not having a positive experience working as an independent contractor. While we strive to create a positive atmosphere for all our contractors, misunderstandings can occur and we are happy to help address and resolve your concerns. We understand that we are currently working with you to resolve your concerns. Thank you.
Review
#291795 Review #291795 is a subjective opinion of poster.

I have been with empire for about 5 to 5&1/2 years now,I have been so proud to work for them, they ran a very honest and fair business looking out for their customers and their contractors with integrity,always offering a high quality product making my job go smoothly.they were handing out the jobs in a fair manner dividing the work evenly by financial amounts at the end of the month....this was done by Gina Halwix.a great install manager in las Vegas .then that location closed and I was able to change markets to Orlando fl. Another great install manager ...Mike Perry...

Then mike left and we got Deon, a nice guy and then a new general manager Don Kitchens...another great guy. We received great respect as installers, and professionals. Within months Don and Deon were gone and I found that some of the work I done was not processed for payment correctly.it all goes down hill from here.....we received Brian as a general manager. And Maggie as a install manager.

I gave my invoices back to Gina in Orlando who processes them for payment ,she told me about 2 months later that she has not got anywhere with them because she has been busy, so I took them back and talked to Maggie ,my install manager, I requested arbitration per my contract and she said no, let me have them, I got them back the next day, I asked for arbitration and a copy of my contract, she said she would have to find out how to get me a copy.that was about 2 months or so ago, no contract...then I talked to Brian the general manager and he said bring them to him.when I did he passed them to Nate the regional install manager who immediately passed one back to Maggie and the rest to Alfonso customer support ....on and on I still haven't been paid so I started calling empire in Chicago , and left many messages for Erica Sanchez I believe is her name in human resource...meanwhile there is still more unpaid charges happening.I finally get a call from Erica and she said she will contact me in 24 to 48 hours to let me know about the new and old unpaid invoices. Her time is up today at 2:45 eastern time.... I'm sure I will have to call her repeatedly to get a reply this time, the newest problem is that I did a large vinyl job where the salesperson sold vinyl in a large area of the home. One area was a closed in lanai that had bad concrete with ceramic tile that was breaking and was very uneven.

I called Maggie with no answer so I called Alfonso and explained it to him he got Maggie on the phone and I explained it to her and told her I would need about 1200.00 to correct the floor by removing the bad tiles and pouring self leveler and then patching with skim coat to prepare the floor.this was about 9 am...the customer called the sales person and she agreed to come and look to see what could be done.keeping in touch with Maggie I told her the sales person couldn't be there till 1 or 2 and I would wait for her before starting the job. I called Maggie to let her know the sales person arrived and was pricing other products and that money would be an issue following the sale.I was approved for the 1200.00 for the work because she couldn't afford any other floor. Maggie put it in the system and I collected the money as extra to contract.

When I turned in the bill I was told I couldn't have any of the money even though I agreed to only ask for 900 to leave empire with some.I was told that all this money for extra labor was only for empire and I'm entitled to none of it.just the original labor.....I requested arbitration to Erica Sanchez and explained that not paying me for 34 hours labor was not an option and I would lean the property if this is not addressed... Look for part 2 of this complaint titled part 2

Empire Today's reply to:

Emprie Today Carpeting ....Don't use them | Empire Today review from Saint Paul, Minnesota

Michelle, we’re sorry to hear that you are not satisfied with your product. We understand that we were in contact with you about this issue last year and that you decided to keep your current product. As there was no installation or product warranty defect, we were unable to file a warranty claim on your behalf. However, as previously offered, Empire is still willing to replace your carpet at a discounted rate. If you would like to discuss this matter further, please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com, so that we can work towards a resolution. Thank you. Rebekah Clerk, National Customer Service Manager.
Review
#291048 Review #291048 is a subjective opinion of poster.

My name is Michelle and I had Empire Today put carpet into my home in February 2010. The quality of the carpet was horrible and within one year was already showing significant wear and traffic patterns.

I complained to Empire Today and they sent out someone they call a non biased carpet professional to check and make sure there was nothing wrong with installation and such. Of Course as you can imagine the so called report came back that there was nothing wrong. I am writing this for two reasons. 1.

My in-laws also had Empire Today install carpet and they had a horrible experience as well and were not happy at all. 2. We have recently been told by another professional installer that the carpet is the lowest quality carpet on the market and that the pad....which we paid extra for a higher quality pad, was very low quality as well. I am very disappointed in their service as Empire does not seem to care for their clients at all and I have spent the last two years with horrible carpet and have made it clear that anyone who comes to my home that Emprie Today is responsible for the fine example of crunchy, matted down, bald in some spots, carpet.

I would not even put their carpet in my dog house and I would recommend NEVER to use them under any circumstances.