Carpet and Flooring Reviews - Empire Today

Just plunked more than $3000 down on new carpet. First time we vacuum the carpet, it snares and pulls up a large thread.

Guy who installed it comes out, "fixes" it. Happens again, same response from Empire. Happens a 3rd time, I am promised a call within 24 hours....6 days later no call back. Rude call center employees to boot.

NEVER will I use you again. And, I'm going to start telling anyone who will listen how awful my experience has been. Not sure anyone will read this, and if they do that they would care....but on that extremely remote chance, my phone number is 734-634-2943.

Why do you have to enter at least 100 words before this platform accepts a person's review?? Seems like another way for your company to dodge feedback from customers.

While the flooring looked great upon installation, 4 days after installation, I had water seeping between the tiles in my bathroom. I am very disturbed that Empire claims to have the capability to remove and re-install a bathroom toilet in order to install new flooring in a bathroom, when I am seeing water seeping through the tiles. I would not recommend Empire to anyone.

The worst customer service EVER. When I made my appointment to look at samples, they told me they would send 300 carpet and hardwood samples.

The sales person arrived with maybe 75 samples of carpet only, 6 products in 12 different colors, and they FORGOT to bring hardwood samples. You are basically forced to make a choice from a very limited selection. Their so called "Half Off" sale is ONE carpet only, which is priced so high that even half off you can't touch it. When the time came for them to install, they called and CONFIRMED my appointment, and then NEVER SHOWED UP.

We moved a 3 bedroom house full of furniture and moved my disabled Father to another location for the installation, and they never showed up. When I called to find out what the heck was going on, they said that they had "Left a message" that they were rescheduling me to one month later!! Say NO TO EMPIRE!

Buy local... These people have no clue what they are doing, and the only way they are going to improve is if we BOYCOTT them.

I had carpet installed on June 1st and 2nd, 2017, by two different crews. This first crew on June 1 did a bang up job (that's good).

However, the second crew didn't properly glue the seams together in order to hide them. All the carpet was the same, no differences in carpet. Also one area is showing a failure to "kick" tight the carpet in order to glue it down. Now, two weeks later, I still have not received a "repair" visit.

I called on June 2 to get a repair person to come out, minutes after the installation crew left. Wed would be the first appt. Fine, I said. Wed...

no call, no repair guy, so i called, ok, we'll do it on Friday. Friday... no call, no repair guy, so i called customer "no service" again and they told me they were escalating my request and that someone would contact me within 24 hrs. NOT.....

Finally, a lady in the Atlanta office called me to set up, yet another, appointment, today 6/15/17, between 8 - 12. Well, at 8:00 am I received the automated call, "you're not as important as you think, so we'll get out there this afternoon", message. So i called and left a message and followed up with an e-mail to the lady who assured me this would be done today. Well, now at 3:33 pm on June 15, no installer has shown up, or called.

But the lady did offer to schedule a repair team for Saturday. Saturday, if you can't get out on Wed, Fri, or Thurs, what makes you think they'll show up on a Saturday. The scheduling of the appointments is not the issue, it's the crews not showing up or calling to update you on their estimated arrival time. I've been waiting now 2 weeks to move into our new home, since i don't want to move furniture for the carpet guys, only to continue to wait and be put on a back burner.

Pissed... a bit!

I had carpet installed on a Monday. The installers left without installing the carpeting on the stairs telling me someone else would return on Tuesday to complete the binding work on the stairs.

They also left three rolls of carpet behind in the middle of my living room for the work on the stairs. Four days later, no call. Rolls of carpet are still in my living room. I have called Empire Customer Service every day since Monday requesting a call back and have not received one.

Nor has anyone been able to tell me when this job might be complete. I have spent hours on hold and cut off twice.

Their ad of 50/50-50 over the Memorial Day was a sham. The first salesperson measured the first floor for wood flooring and left without measuring the second floor.

He claimed that his back was hurting and left. He refused to tell the measurement in terms of sq footage. He stated his estimate was around 9000 + and we could double it for the whole house. Got a follow up call and scheduled the appointment for 6/8/17.

The first question of the salesperson was when do you want it installed and were we ready to sign the deal on that day. Went old him to do the measurements and show us the samples. He showed us the samples and told him If our preference. He refused the share the measurements.

It took more than 20 minutes and quoted the double the estimate of another reputable company. He did not acknowledge the ad of 50-50-50. He upped his estimate by an additional $5600 to remove the wood from the foyer and reinstall it. We questioned the exorbitant quote and he got upset and left by stating that we were not interested in getting the job done.

He refused to give written estimate.

Plan tomfilevwritten complaint with the county and the MD state. A sheer waste of more than 4 hours.

We had installers come and lay the carpet in our home. We had close to 3,000 square feet of carpeting installed.

Because of the size of the rooms, the carpeting needed to be seemed. We had to have the carpeting installed at two separate times, because my wife had undergone three major surgeries in just over a year. The first floor, stairs and upstairs hallway were done first and then 4 upstairs bedrooms were done less then a year later with the same carpet. When the second installation crew came out I requested that they repair the seems in the downstairs great room.

I had also mentioned this to my salesmen that came out for the carpet purchased for the upstairs as well as the hardwood for the entry way. When the instalers came out for the upstairs they told us that they could not work on the carpet downstairs. They suggested I call customer service. In the mean time I have two big ugly seems in my upstairs master bedroom that are noticable from ten feet.

The installers just like the previous said that the seems would disappear within two months, and they have not. I held off calling customer service to see if the seems upstairs disapeered to save Empire two service calls if the upstairs seems did not disappear. I was told by customer service that the downstairs carpet is out of warranty. I will not live with this carpet looking like this, I will replace it.

I will not buy or recommend Empire to anybody else. In fact I will make sure that I let everybody I know coast to coast through my travels about the experience of dealing with Empire customer service and their warrenties.

Had a scheduled install. Called at 8:30am to verify.

Moved furniture, got a babysitter, changed my schedule etc... Was told installer had picked up the carpet and I was first stop. Called at 11am no call no show. Was told they were on way.

Called ar 2pm. Was told it had been escalated and give them time to arrive. Called at 4pm was told with attitude that what exactly was I calling for since they have until 6pm to arrive. Called back at 6pm and was told the installer was never given the order.

Are you kidding me. Then the customer service rep hangs up on me. I call back and they sit on the phone discussing mango habanero hot sauce from Dominos pizza. Finally ask if they can help and tell me they csn transfer me to cancel the install but thats it.

If I want to reschedule them call Monday.

Terrible service, terrible attitude. Cancelling today a $4,500 carpet install.

I will try to keep this story short. I was told by my salesman, Tim Irvine, by phone, text, and email, that I would be a morning installation.

The installer would be there "between 9 and 9:30am." I live 90 minutes away from the job, and I have a 2 year old at home, so I asked my brother to meet the installers to approve of the materials and give them access to the building. I would show up later to approve of the job and write the check. They never showed. At 10am, I called the company.

I was told that I was set for an afternoon appt between 2 and 4pm. I insisted this was not the case. George Johnson, the installation coordinator, looked at the contract and confirmed that I had a morning install, but there was nothing he could do to remedy the situation. I asked my 75 year old mother to go wait for the installer at 2pm.

I would show up later to pay for the work, when my wife got home to care for the baby. At 4pm, when no-one had shown up, nor called, I told my mother to just leave. Later, someone from Empire called to tell me that the installer would not be showing up. My day was wasted.

My Mother's day was wasted. My brother was an hour late to get to work. Customer service is non existent, or just terrible. No communication between sales and install department.

No communication between company and customers.

My business is clearly not important to your company. I will spread the word to all my friends, fellow landlords, and other contractors that I work with...Empire treat their customers like dirt!!!!!!

I made an appointment with empire and 15 min before the window was up they called me to tell me they would be an hour late. I had to get to work.

tried to reschedule but nothing available for days and since this is a rental that I was waiting at, I needed to get it done. told them I would wait. waited an additional hour and a half with no one showing up. called to find out what was going on and was told I rescheduled.

total ***. This is the second time this has happened with them over the past few years.

Customer service rude and couldn't care less. This must happen all the time.

It would appear that the main reason Empire Today runs all of those TV and Radio commercials is to attract more customers than they scare away?? In my case I wanted to schedule an estimate.

All of the other floor companies would send a person to do the measurements, then a follow up meeting to review the different product options. I work +50 miles from my house. I have a key lock box with an alarm system that can be turned off with my cell phone. Empire would not schedule an appointment unless I was there.

So we scheduled on the weekend. The sent numerous emails and text message reminders. The day of the appointment, the sales person was a no show. I called and was told he was sick and could not make it, but no call.

The next week same thing, an appointment that they never showed up at or called. When I call, I was told that inspite of all of the emails and text messages, the "sales manager did not assign a representative to my appointment" They lied. This is actually a good sign. I would assume that if I hired them, this apparent corporate culture of wasting the time of potential customer, would only blossom if I was an actual customer??

Good thing I did not need to find out too late in the game. Consider your options......RUN AWAY!!!!!