Empire Today's reply to:

Empire Today - Do Not Buy their flooring

We are continually trying to improve on our customer service. We recently read your post from a couple of years ago and truly apologize for the problems you have experienced with your flooring and installation during that time. Empire stands behind our products and we want to learn more about your concerns and work to provide you a resolution. I would like the opportunity to review the situation with you. If you are still interested in reaching out to us, you can contact me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#125400 Review #125400 is a subjective opinion of poster.
Loss
$2

Empire Today claims they have low factory prices, They are among the highest prices! Their Cherry laminate flooring looks incredibly cheap. My vacuum's wheels scratch the floor, a cup fell out of the dishwasher and it chipped, and now is has started to warp.

Their customer service clown admitted that their prices are high because they have next day service and move furniture. We had them come a week later and all they had to do was roll the refrigerator out, yet they still charged us for the services.

We were going to have them do our upstairs carpet, for $4,470, we cancelled after we saw the shoddy floor material and their lame installation, and had Home Depot do it for $1,800.

I have posted complaints on their EmpireBlog and all that shows up are 'Empire is great' raves, for some reason my blogs don't show up. They don't answer my requests as to why.

6 comments
Anonymous
#70044

I too had a terrible experience with Empire Today. A 3 to 5 day installation (time frame quoted by sales person) took a month and a half.

If anyone interested, I will come back and go into the details of my ordeal. In the mean time, I would recommend you tell all of your friends and family to stay away from Empire Today!

If you have a neighbor or coworker you do not like, go ahead and recommend Empire Today to them! :grin

Anonymous
#52467

I too had laminate installed. Brazillian Cherry.

They claimed it was water-resistant and good for use in the kitchen, but they lied. It soaks up water spills like a sponge and it is now ruined!

Anonymous
#24562

I was just trying to sell my home and move down south near my daughter. I thought the kitchen would look better with a new floor.

It looks worse now. Two of the five couples who looked at my house made comments specifically about the kitchen floor!

One couple said it felt 'spongey' and looked cheap.

The other couple thought it was linoleum.

It's NOT Brazilian Cherry.

It's NOT EVEN REAL WOOD!

I thought I was buying a wood laminate. You can see perfectly identical "boards" throughout the floor. Never, ever buy from them.

Anonymous
#22738

:x I also got a laminate floor in my kitchen and hallway. It is coming up in the kitchen and we called and they sent out the installers who said they could replace the area for $300.00.

The guy who sold us the floor said it wouldn't scratch and it did! Not great to deal with. Yes they will install next day and after that you are on your own!

LIES, LIES, LIES. That is what our sales man told us!!!

Anonymous
#19083

I had a similar experience. I wish I knew how to to send a similar message.

I'm just not computer literate enough.

These people have to be stopped. All I see is comments on how they are one of the top advertisers in the country.

So what? That doesn't make them good!

Anonymous
#19003

I am so glad I came and checked out these comments, on empire's website there is nothing but good reviews. My husband and I will keep looking. Thanks

View more comments (5)
Empire Today's reply to:

Former Independent Contractor Not Paid

We have recently read your post from 2008 and although some time has elapsed, we would like to address any concerns you have with our company. Empire has been the leading provider of installed home improvements and home furnishings for over 50 years Empire Today has been a leading provider of installed home improvements and home furnishings for Over 50 Years. We provide quality, name-brand products to our customers across the United States. If you are interested in reaching out to us, you can email me at gcielocha@empiretoday.com or contact me via phone at 888-588-2315 ext. 3369. Gina Cielocha, Marketing & Communications Manager
ID
#125053 Review #125053 is a subjective opinion of poster.
Loss
$500

I recently left Empire and wasn't paid around $500 commission owed. I concur exactly with what another ex-contractor said in that they are a complete rip-off (whatever the market will bear).

They bury finance costs, area rugs, and whatever else they can get away with so I left with some of my dignity intact.

Stay far away from this company as they are nothing but an advertising jingle with low quality polyester carpet that they sell at nylon prices. If they won't even pay former contractors what their owed do you think they care about the customer?

2 comments
Anonymous
#19241

:( A former contractor myself, the law ought to look into some of the scams & rip-offs; I think they would find their business practices very interesting. Half-Off Sale?

Half off of what? There is not enough room here to list, but take it from someone that was on the "inside", run, don't walk, away from Empire Today.

Anonymous
#19092

freinds and me work for them many tims pay somtim not pay lotta tim\

lotta bad

View more comments (1)
Empire Today's reply to:

Empire today tampa

Andres, thank you for posting and sharing your positive experience about your Empire flooring installation. Customer satisfaction is important to us. Any customers with questions or concerns, we encourage to call 800-588-2300 or visit our website at www.empiretoday.com to speak with our customer service team. If you have any further questions, you can follow back with me by email at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
ID
#123252 Review #123252 is a subjective opinion of poster.
Loss
$17000

I'm really surprised with the complaints, we did our hardwood floors with empire today back in 2006 and the floor is looking like new, we are really pleased but any ways I learn that the people that is not happy with this company they can also look on the NWFA.ORG for professional installers and companies they also provided really good service or if you already went through empire today and you have any problems try to deal with the local phone number instead of the 588 **** because they probably can resolve your problem faster the local number you can find that in the yellow pages under empire today or the carpet shop

Empire Today's reply to:

Empire rip off

I have read your post from 2008 and I apologize that you were not satisfied with your in-home appointment at that time. There are many factors that go into our fully installed price including the product cost, padding, sales, floor preparation, square footage of the area, moving of furniture, etc. Although some time has passed, we are always looking to improve our service. If you are still interested in reaching out to us, we are willing to follow back with you. Please feel free to email me at customersupport@empiretoday.com or contact me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
ID
#123034 Review #123034 is a subjective opinion of poster.

I had Empire Carpet come to my house and the slick salesman told me I needed 200+square yards and he then quoted me a price of 10,000 dollars.

The same Shaw carpet cost me 3,800 at Home Depot for 160 square yards. My savings are paying for my daughter's first year of college.

Empire advertised 50% off, the salesman didn't even bring that carpet in the house because of the poor quality. He then told me that another company would charge me 13,500 for the carpet and proceded to tell me how he would save me 3,500 dollars.

3 comments
Anonymous
#19245

Hmm...I'll bet "Joe" (above) is an Empire installer. One bag of chips short of a sack lunch.

Anonymous
#19090

Dearest Clueless Joe,

Who wrote this?

One of Empire Todays' installers????

They spell just like they install, ***

Go, buy it from them. I double-dog dare you!!

You'll be back here in a month, with the rest of us!

musicmover

Anonymous
#18916

:) , hey guys i have had empite come to my house on 3 different ocasions. They have always done great work.

Yes they do have some carpets that are 50% off, and maynot be their top line of carpet, but that is still a great deal for that carpet. You usually can go to Home Depote or Lowels and get it cheaper and I GUARANTEE that Lowes and Home depote are ALWAYS gone be a little cheaper, but their quality of instilation SUCKs and their custumer service SUCKS. So if you want a good instilation and GREAT custumer service go with Empire today, they might not always be the lowest price but they will work with you to get it where you need it, and the instillation is great. Sometimes in life it pays to pay a slight premium on a better instillation and better custumer service, than it does to cut costs on everything and go with the cheapest company.Cuz if you always go cheapest you will get CHEAP on everything, service, quality and value.

so do the right thing and get a good value, unless you are one of those grumpy people that is always trying to save a buck and thinks that everyone is out to rip them off. I bet you are like that because you keep trying to save a buck and you keep getting riped off on quality and service and no one wants to give you waranties or guaranties b./c you keep going with the cheapest *** carpet or hard wood floors comapany you can get and now you are bitter b/c you have gotten bad service from everyone you do buisness with b/c you always get the cheapest low cost everything you can get your hands on dummy.

View more comments (2)
Empire Today's reply to:

Empire Today Does not Pay thier Sales People

As a member of Empire’s sales management team, I am happy to talk to you about any concerns you had while working as a former employee. All of our sales people are independent contractors and strive to deliver world-class service to our customers. Empire Today holds every qualified sales representative to the highest standards so they can work with each customer and help them find the right products that best fit their needs and budget. Because every appointment is different and varies in size, sales representatives are provided with all the necessary tools to measure and price jobs accurately. Since Empire offers customers a wide selection of products ranging from Carpet, Laminate, Hardwood, Ceramic to Window Treatments, pricing is established by the style and quality of the product chosen. We also have a price guarantee program with certain conditions - if a customer finds a lower price on a comparable product and installation, Empire will beat that price. Please contact me if you would like to discuss your post. I can be reached at pressrelations@empiretody.com or 847-583-5248. Rick Boysen, Director of Sales
ID
#121779 Review #121779 is a subjective opinion of poster.
Loss
$3000

I worked for Empire Today for several years. In the last couple years it has been hard to get paid for the jobs you sell.

When a sales person comes out to your home, they are given a price range that they are allowed to charge. The sales person may be able to charge $24-$50 a yard. If you get a salesperson that can really sell you may pay more than 2x more then the people next door. Now the salespeople have to sell area rugs. It they don't sell a certain amount a week they are not given work the following week. The salesperson is taught how to charge for the area rug and make the customer think they are getting it for free. You can get the same area rug at Lams plus for a lot less.

When they do thier 50% sale it is only on 2 carpets; the cheapest carpet. They pay only about $4 a yard so when they have the sale you are only saving $2 a yard. For example you might pay $26 a yard vs. $24 a yard. The sales person is only allow to charge you $24-$50 a yard. There is really no sale.

The reason why Empire always miss thier appointments is that they only give appointments to the salespeople that are selling over 50%. So a saleperson may have my 6-8 appointments a day where they can not get to everyone and another salesperson is sitting at home with nothing to do. One of the general managers said at a sales meeting he would rather us miss the appointment (he used the word "burn) then give it to someone who is not selling at 50%. That is why they miss several appointments.

When a salesperson finally leave Empire makes up every excuse not to pay them. I had some sales that they gave to someone else. Salespeople have left the company being owe $1000-$5000 and they never pay them. They can't file a small claims because they don't register in the state and small claims will not let you file a case that is out of state unless it is an auto accident or tennat/landlord problem. You can't go to the labor board because you are an indepentant contractor. Since the sales people are i.c. Empire does not have to pay unemployment taxes or benefits. If salespeople are fired they can ot collect unemployment. If Empire goes through 1000 sales people a year(which is a very low count) and don't pay $2000 to each of them they are saving $2,000,000 a year.

Please don't do business with them.

4 comments
Anonymous
#19396

Areyoudone, you had better quit looking at the complaints and feeling you need to protect Empire Today. Obviously, you are a manager there. Only an Empire manager would be so disrespectful & condescending as to suggest someone go run a daycare, instead. You had better spend your time hiring an attorney, & getting your testimony straight for when you are named in the class-action lawsuit. It's yours & Empire's attitudes towards both the customers, and those you expect to go out & rip off the public so you can make your bonus, that brings on the types of complaints you are reading here (& elsewhere).

There are, and have been, good people that go out repeating what they were told to say during their "training", only to find out, in time, that they are representing a truly disreputable company. Empire, and you, knows this. In fact, one of your own superiors has said that it takes an independent contractor about 9 months to find out what a bunch of thieves you all are. That's why the "training" class is constantly full of new recruits.

Like I said, your time would be better spent recalling your comments in the past, and whom might have heard them. There's a *** storm brewing out there, and it's coming your way!

Anonymous
#15672

Areyoudone. You must be one of the sales managers, maybe the one that wants to burn the customers.

It sounds like you work for them. I heard that they hired 20 people and in less than 6 weeks there was one 1 left. I also heard there is a class action lawsuit with at least 200 people already signed up. I don't know if it has been filed yet or not.

They also have employees that only job is to search the internet for bad PR and try to get rid of it. You might be one of them

Anonymous
#14286

Nice, but the guy is right. I worked in accounting at Empire for about year. What ever they could do to screw anyone out of money, they will!!

Anonymous
#13473

Let me get this straight. You want to claim Empire uses contractors to sell products, over price products, give salesmen a range they can charge, and then say how you worked for them for years...all in the same breath you want the same people you are claiming get ripped off (by you in fact while working for them) to feel sorry for you?Empire pays what is owed to contractors- current or ex reps.

Sounds to me like you couldn\'t close your leads and your sales manager was smart enough to stop giving you any. I would recommend running a daycare.

View more comments (3)
Empire Today's reply to:

Empire Today has BAD CUSTOMER SERVICE!

Estella, based on the details you provided we were able to locate your information and can see that you did cancel your appointment after your experience on the phone with our sales representative. Although some time has elapsed, I would like to truly apologize that they were not able to satisfy your concerns and questions prior to the date of your appointment. At Empire, we are dedicated to providing our customers with world-class service throughout their experience and customer satisfaction is extremely important to us. Although it has been some time, I would like the opportunity to speak with you about your experience. Since I do not have contact information to reach you, please email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. I forward to hearing from you. Rebekah Clerk, National Customer Service Manager
ID
#121628 Review #121628 is a subjective opinion of poster.

BAD CUSTOMER SERVICE! I called and spoke to their representative named William.

I scheduled the appt and then proceeded to ask questions about the company. He became very rude and sarcastic. Stated he did not understand why I was asking questions about them. Then I asked if the representative that would come out to my home would have samples of carpet and give me final quote and he responded very sarcastic "That's why you have an appt".

I asked him why he was so annoyed with my questions and he said he did not understand why I was asking questions and I should ask the representative at the appt.

I told him that I just needed a little more info and I would like to have an idea of what to expect so I told him to cancel my appt. I am GLAD I did not do business with this company after reading all the complaints on so many websites!!!!!!!!!!

2 comments
Anonymous
#15281

:zzz WOW,,,it looks like all the negative comments here are automatically responded to by COMPANY RESPONSE. So far I have seen the same pat answer.

Looks like they like giving people the ol' run-a-round! :zzz

Anonymous
#13557

Thank you for brining your concerns to the attention of Empire. We are dedicated to providing world-class customer service to every customer.

We are currently looking into the concerns mentioned in your post.

We will contact you within the next three business days. Please feel free to contact us at CustomerSupport@empiretoday.com for further assistance.

View more comments (1)
Empire Today's reply to:

Don't Use Empire Today for Flooring

I apologize for your frustration with your installation experience and with our customer service. While we were not able to find your contact information from your post, we see that we were working with you. Although it has been a couple of years since this time, we would like to follow back with you and make sure you have been taken care of. Please contact me by email at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
ID
#121264 Review #121264 is a subjective opinion of poster.

I had Empire Today install multiple flooring -- in one day. In summary, it was unprofessional, lacked any craftsmanship and frustrating due to the lack of their ability to speak English.

Unfortunately my attempts to correct any of the multitude of discrepancies were ignored. What I found funny about the entire matter was that Empire Today (i.e., a representative named Natalie) actually sent out a “crew” within a few days of my initial complaint. They arrived after 6:30 PM, were almost two hours late and unapologetic. They had no idea of the extent of the work required and I showed them all the discrepancies (e.g., hardwood flooring, laminate flooring, punctured heating system, trash, etc.).

The head of the crew was actually embarrassed, took pictures of all the discrepancies, stated they were unprepared to undertake the extensive repairs and said he would inform the “local office” to have them reschedule. I asked when I would hear from someone and he said tomorrow. Needless to say I heard from no one. After another week I called Al Rivera, a sales manager, at the “local office” and explained what happened.

He stated that he would “look into it and call right back.” He never called back. After another week I spoke with Natalie again and she promised to “look into it and call right back.” She never called back. After surfing the internet and reading the complaints, I realized I was taken by Empire Today and they were just another “high-pitch-sales and no service” company. I gave up on any expectation of Empire Today making things right.

Since I’m a disabled military veteran existing on disability, I had to pay someone else to fix all (i.e., those that could be fixed) these unexpected and unwarranted flooring issues. I paid for my mistake with the selection of Empire Today. However, I felt compelled to follow-up with a testimonial on the Empire Today web page. As expected it wasn’t a positive endorsement.

Within hours I was called by the “corporate office” (i.e., a representative named Helen). She told me she would ask about recompense. The next day she called me and said the “regional office” was “looking into it.” Helen called back the next day and stated that Empire Today would only pay for the trash removal and not the flooring discrepancies – since I paid cash and had no “paperwork”. I requested that she have the “regional office” manager call me and explain why Empire Today did nothing to correct THEIR mistakes for over six weeks.

She said she would pass on the request. Within hours Tim Sherwin, the “regional office” manager called back. Our first conversation wasn’t positive – he attacked my integrity, was condescending, attempted to belittle me and was certainly uninformed. He kept referring to my “alleged” discrepancies and I told him to look at the pictures “his” crew took before he said “alleged” again.

Tim Sherwin called back the next day and his attitude was even worse. I found it odd because he still hadn’t looked at the pictures his own company took. I found him arrogant and disrespectful as well as uninformed and told him so.

He said he would “look into it and call sometime next week.” I told him I was very disappointed with the way I was treated and being treated by Empire Today and was going to inform his endorsers, sponsors and potential buyers of my experience. His response, “do whatever you want to do.” MY ADVISE – DON’T USE EMPIRE TODAY.

5 comments
luvmurad
#43085

dont use them they put they show you one wood and put another. They put the wrong one in our house.

I am so sad. They havent called to tell me how they will fix it . They stained my couch with black oil. The did a *** job on the corners.

I t is distasteful. we are stuck with wood we dont like in our house :cry :cry :cry :cry

Anonymous
#19094

Mr. Company Response,

'Thank you for brining your concerns'? :?

Brining :? :?

Your email address is protected because you don't won't to communicate with anyone.

Anonymous
#17184

Thanks so much for your comments as I've seen more than enough to change my mine about doing business with Empire Today.They advertise all over TEXAS and I was just about to call them. I just so happen to look them up and so this website and boy am I glad.

I will proceed to Home Depot where I know for sure I will get quality work as well as good customer service.

I have used them before. Again, Thanks alot and I hope the millions of people use this site and refuse to use them will put them out of business.

Anonymous
#15277

:eek WOW! Thank you for informing someone like me who WAS going to call Empire but definitely AM NOT going to now!

Thank goodness I checked into the testimonials.

I tend to believe the negative ones. The company can certainly write all the positive ones they want but only negative ones come from real people that did not get what they paid for!

Anonymous
#13558

Thank you for brining your concerns to the attention of Empire Today. Empire Today is dedicated to providing world-class customer service to every customer.

We are currently looking into the concerns mentioned in your post. Please feel free to contact us at CustomerSupport@empiretoday.com for further assistance.

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

Empire Today. Huge Rip off!

Amber, I have read your post from 2008 and apologize that you were not satisfied with your in-home appointment and our fully installed pricing. There are several things that go into our fully installed price including the product cost, padding, sales, floor preparation, square footage of the area, moving of furniture, etc. As well, the pricing may vary depending on our current sale or promotion. Customer satisfaction is extremely important to us and although some time has elapsed, we would like to hear more about your experience and address any further questions or concerns you may have. If you still feel like reaching out to us, please feel free to email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. I look forward to hearing from you. Rebekah Clerk, National Customer Service Manager
ID
#120724 Review #120724 is a subjective opinion of poster.
Loss
$2

My husband and I just bought a home, We mistakenly both made appts with Empire for new carpet and hardwood floors, with us working we failed to mention that we had both made appts for estimates on seperate days. I had my rep come on a Wed.

She looked and measured my kids, smaller rooms and gave me an estimate of $2,600. Meanwhile I had another local carpet place give me an estimate of $1,300 the week before. I told her this and she, without even thinking, changed her price to match. I asked her about laminates for the hard woods while she was there and she said it would be 5 to 6 thousand.

Well, Saturday came and my husband was at the house before me (we have been repairing so we dont live there yet) and when I arrived he said he had forgotten to cancel his appt with Empire after he realize I had one on Wed. So he felt bad and let the guy do his thing and give a quote.... Well.... This guys price was 1,300 for carpet and 2,300 for the laminates!!!

Are you kidding?! What kind of BS scam are they running?

11 comments
Anonymous
#202259

I want to thank all of you for posting the information on Empire Today. I have an interview later on and now I am thinking twice about going.

Anonymous
#96114

:( I was a little baffled at the quote of $15,000 from the salesman for 800 sq feet of engineered wood. Even the best quality real wood would have been cheaper. I understand that the salesman are trying to make a living, but no one will be getting rich off of me...I can take my business to a Lowes or Home Depot.

Anonymous
#78425

My husband and i bought carpet upstairs and down most terrible experince we have ever had carpet came wrong color we have stairway carpet was to match downstairs no way so they had to replace carpet. rush job means no quality work if we ever have to change again would hire someone with no next day service.Save your money hire someone that stands behind there work and want change quote.

Anonymous
#29140

'in the know,' you are obviously 'out of it.' sounds like these guys/gals are independent contractors on commission. he actually gave the second guy a chance to sell!

and looks like he had the better price. the way i see it, it's like going to two different stores, especially when the first sales person jacked the price up so high then just chopped it. if that's the game, then there was probably even more room for negotiation with the second guy -- CALL IN A THIRD! after searching, however, it seems empire is a rip.

i'll continue to do my own shopping and hire someone to do my installation.

home depot can have good prices, but they jack up the price of installation big time. buy there and call an independent installer.

Anonymous
#16463

all flooring companies are rip offs. if you want to save money on your floors.

call me ,in michigan, at 1-810-614-5417. you will save and get quality service.

Anonymous
#15292

WOW,,,,after reading more and more of all these negative reviews and sharing them with my husband I finally convinced him we are not going to use EMPIRE!

THANK YOU for posting!!

Anonymous
#14368

how was he wasting the 2nd salespersons time when the 2nd salesman quoted him thousands less the 2nd time? Sounds like most Empire sales reps are jacking up the price to raise thier commision.

Anonymous
#13560

Thank you for brining your concerns to the attention of Empire. We are dedicated to providing world-class customer service to every customer.

Unfortunately, we are unable to reference your account with the name provided on this website.

We would like to work with you to resolve your concerns. Please contact us at CustomerSupport@empiretoday.com for further assistance.

Anonymous
#13448

Empire does treat their employees and independent contractors like trash. They did lay off a lot of people right before Christmas.

Yes, you can go to 5 different sales people from Empire and get 5 different prices. If the customer does not buy from the salesman he gets in trouble.

Anonymous
#12292

Empire treats all of there employees like trash. They don't even pay there employees enough to get by.

I remember chatting a worker and shemstated that the company cut back everyones hours and that she was denied a promotion 3 times and has worked for the company for about four years. Empire laid there Home Improvement workers off back in December so that the hire ups can make more money.

View more comments (10)
Empire Today's reply to:

Empire Carpet

Dana, I have read you post from 2008 and reviewed your account history with our customer service. It appears we tried to contact you back in 2008, but were not able to reach you. I apologize that you were not satisfied with the installation of your carpet. Customer satisfaction is extremely important to us. I know it has been some time, but we are willing to work with you. If you are still interesting in reaching out to us, you can email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#120198 Review #120198 is a subjective opinion of poster.
Loss
$3000

I hired Empire Carpet, a national company, to install carpet at our home. The commercial on TV shows uniformed men installing the carpet, and the salesmen who sold the carpet was very nice.

The 2 men who came out were a very different story. The dressed as the hadn't showered in days, they reeked of pot, they were late, they peed in my driveway and they took a 'smoke' break too often.

I called my sales guy to complain and he did absolutely nothing. He later said he dd not want to reprimand the guys becuase he did not want them to lash out at us later.

He said he would just give them less work.

How unprofessional, I would never recommend them to anyone. I was pissed!

Empire Today's reply to:

DON'T USE EMPIRE CARPETING

Niki, I've read your comments and would like the opportunity to speak with you regarding your concerns with your carpet. Empire carries a wide selection of carpet to meet our customers' needs. All out products are from leading manufacturers. As a member of the Customer Service Management Team, it is important for me to assist in understanding your concerns and but also work with you on a resolution. At your convenience, please contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager.
ID
#119751 Review #119751 is a subjective opinion of poster.
Loss
$1000

Empire Today installed carpet in my living room about four months ago. Besides the inordinate amount of fuzz constantly being put out by the carpet, spreading out all over my house, and clogging my vacuum cleaner, I've noticed that certain higher traffic areas of the living room are beginning to "pill" or mat.

That's not something I expect of practically brand-new carpet that I paid a not-so-cheap price for. I began to suspect that I'd been ripped off, so I googled the phrase "Empire Today Carpeting consumer complaints" and was not too particularly surprised by the many other similar complaints about their substandard carpeting.

I'm not really sure what I'll do next...I don't really want them replacing this crummy piece of carpet with another equally crummy one; and somehow, I doubt that I'll be able to get any kind of a refund or even any sympathy, based on the horrible customer service stories I've just read...best thing I can do is to warn others who are thinking of using Empire - PLEASE DON'T !!!!!!!!! -Niki, Oklahoma City

Empire Today's reply to:

Empire is a scam CAREFUL

Although some time has passed, I would like to address any concerns you may have with our company. We take feedback from our customers very seriously and customer satisfaction is extremely important to us and we would like the opportunity to speak with you about your concerns. If you are still interested in reaching out to us, you may reach me at 888-588-2315 ext. 5234 or via email at bmoscatello@empiretoday.com. Bridget Moscatello, Vice President of Customer Care.
ID
#117906 Review #117906 is a subjective opinion of poster.

This company is a scam they do not show up for appointments and the installers are not professionals! Be careful!

be really careful! also be careful of their sales antics they will start with over pricing and then tell you that we can save you money if you buy today. little do you know you eventually accept all the discounts and end up with a market value price you can get anywhere. the company is a scam!!!

I feel sorry for the customer that accepts the first offer.

Way over priced. God forbid you need a service call, you will wait months before anyone calls you back.

7 comments
Anonymous
#165033

Thanks to your reviews I am steering away from this company.

Anonymous
#143562

I used Empire (didn't take that first offer--it's called negotiation) to carpet a couple of rooms. They showed up on the day they were supposed to.

They did a very good job. They cleaned up after themselves and then they left. They were very courteous. I didn't have any problem whatsoever.

I would use them again especially if I were in a hurry because other carpet companies were going to take weeks to come out.

Perhaps it's the district or area that you're in that is the problem. I live in the Nashville, TN area.

Anonymous
#60224

Problems from day 1. Laminate flooring looks like it has a film on it.

I haved gone through all of the red tape and protocal. Letters, voicecalls etc. We paid to the max for quality. The warranty says it should be covered.

Could this be warranty fraud? With as many complaints as I have recently read, why has no one filed a Class Action?

Anonymous
#59821

Please please beware of empire.I called an made an appointment on a thursday for moday evening.The person never showed up.I called to inform them that the guy never showed.So they offered me 50.00 dollars off if I reshceduled.So I resheduled for Wed.Same thing nothing.I called back and someone told me they didn`t service my area.Why didnt you tell me that when I first made the appointment?Im moving into a new place and its about an hour away.So I wasted my time and gas.Heres the Kicker.Someone called me today from Empire asking me would I like to reschedule again!No thanks.please beware of these guys.

If they keep doing people like this,I`ll

give them 6 months and they will be out of buisness.I checked with Home Depot they have installation at 139.00 no matter how big your house is.Buyer beware.

Anonymous
#33688

I frankly do not see your point. Empire is a scam based on the fact they missed an appointment?

If so, name a single company that is not a scam. There are a whole bunch of considerations before give an opinion in regards to a company but I guess you are more interested in write bad things on Empire rather than let us know your experience with said company.

Empire Today installs an average of 1200 jobs a day through all the markets it is present at and probably 35% of those are installed NEXT DAY.

Do me a favor and name another company that does the same and have been doing it for the last 45 years. Considering the tremendous reputation of Empire in the market, it is very unlikely that it has a wrong pricing policy or a wrong product policy.

Anonymous
#33682

Empire installs an average of 1200 jobs a day throughout the nation and you are worried for 26 complaints????

Anonymous
#31286

I would like to thank you and everyone else who gave an honest assessment of Empire, because it is one of the companies that I was going to call in response to a television ad until I read everything here and then saw information about Empire on my state's Registrar of Contractors site. It says that Empire's license is "inactive" and that "Contractor is not able to contract with this license at this time. This contractor may be operating with other current licenses."

Based on the 28 complaints filed against a flooring company I am scheduled to meet with, I am going to cancel first thing Monday.

It seems like no one can be trusted when it comes to flooring except yourself, because one of the Registrar of Contractor's "Most Wanted" included yet another carpet company!

At this point, I don't know what to do. I have lots of experience with flooring, having installed carpet, linoleum and ceramic tile myself in the past, but have too much pain from a chronic condition and a prior severe injury to do such a job myself.

I sure hope someone can advise me when I try the Consumer Forum. Thanks again, everyone. While I am sure that none of you is happy about your bad experience, at least you helped one person to avoid it. If it weren't for companies and contractors, etc., trying to take advantage of me and/or my mother, etc., over the years, I wouldn't have gone out of my way to take on so many of my own home improvement projects and repairs which is how I would spend my "free time" after working my "regular" job for 12-hour and longer days.

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Empire Today's reply to:

Empire Today Carpet is Junk

Although some time has elapsed, I am sorry to here you are not satisfied with the color and quality of your carpet purchase and your carpet installation. If there are any issues that arise with the quality of the product or the installation, we will work with the customer on identifying their concern and assisting in providing a resolution. Even though it has been some time, customer satisfaction is truly important to Empire and we would like to address any concerns you may have had. If you are still interested in contacting us to see how we can best resolve the situation, please feel free to email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#117402 Review #117402 is a subjective opinion of poster.
Loss
$5000

Hello...like 1000's of consumers we were taken in by Empire Today's easy plan of having a sales rep come to the home, pick out your carpet and have it installed the next day. Ideal yes...but in the long run it would have been a wiser choice to hop in the car drive to a bone fide carpet store and pick out our own and talk with someone who KNOWS about the product s/he is selling.

The sales rep we dealt with at Empire was very nice, seemed to know what he was talking about, told us that we had made an excellent choice in carpet, wrote out the contract, signed and carpet was installed the next day...as promised. However, one glitch in all this (w/sale our carpet was close to $5000.00)...when the installers arrived they immediately asked for payment. We told them after installation then they would be their check. WOUld they accept a check...no, had to be either cash or money order. My husband went round and round with the installer before he called the sales manager...when he finally agreed to accept a check. (Who has that much cash in the house? Why weren't we told what the terms of payment were...shady if you ask me) Well, we've had the carpet in for a year...looks like it's been in for 100 yrs...flat, dirty, looks like a rag. My husband and I are now looking to get new carpet installed.

Oh, and the carpet we picked out...wasn't the same carpet that was installed. Color is off...so whoever reads this, please be aware of what you choose..make sure it is what is delivered. Or...better yet, do not waste your good hard earned money. Go elsewhere.

The carpet is a lower grade than apartment quality. Worse of the worse.

1 comment
Anonymous
#7638

Empire asks for $25 to hold their quote for 3 days. You can cancel in the interim.

We canceled and they told us they would send us the check for $25. Two years later we have not seen the check.

They have phoned 5 times to tell us they owe us the $25 and to check the mailing address - still nothing. They are a bunch of sharks.

Empire Today's reply to:

Emipire Carpet LLC is terrible

Although some time has passed, I truly apologize for your experience with our carpet installation and customer service team. We know our customer’s time is valuable and that you do not have time to wait around for installers to arrive. At Empire, we are continually trying to improve on our customer service and customer satisfaction is extremely important to us. We know it has been some time since your experience but we would still like the opportunity to speak with you. This way, we can better understand how to provide you and other customers with better customer service in the future. If you are still interested, I can be reached at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#115687 Review #115687 is a subjective opinion of poster.
Loss
$1000

Empire was supposed to be there to install on 12/22/07 gave a window of 8AM to 6PM (nice time frame!!!). Well at 6:10 PM after waiting all day I get a call from the installers (very bad English) saying they won't be there today.

So I call empire and they promise a discount. Needless to say the installers show up on the second attempt, Xmas eve 4 hours late. I never heard back about a discount rate and I called again but since the carpet has been installed they just don't return your calls. This company is horrible with their customer support and if you don't want to deal with head aches stay away.

They are very overpriced and it is explained that is because of their next day install. But if they don't install on their agreed upon day they ignore their discount and phone calls.

1 comment
Anonymous
#8686

I purchased carpet from Empire in 2001. Over a period of 2 years begain to notice that the carper seem to have what I thought to be dust around the edges.

I would vacuum but it would not go away. I pointed out to my husband who said may be just dirt. By 2004 it was evident that the carpet had faded not just on the edges but now it was under the dinning room table. I began calling Empire I spoke with customerservice who said they would put a claim in and send someone out.

When no one came out I put in another request. This went on until the fourth time I was given the District Manager in my area. She was no help. She told me that the company did not cover fading.

Finally I got her to agree to come out. She never did. I spoke with customer again. This time I was given the Chicago office who offered to send a rep out to sell me more carpet.

This was unexceptable. After speaking with customer service yet again I was given back to the Chicago office. This time an attempt was made to put me through to the Regional Manager.

I was told he was on the phone and I was been connected. I got his voicemail instead.

Empire Today's reply to:

Empire Carpet Sucks

I have read your post from a couple years ago, and although it has been some time, I would like to apologize for the inconvenience your missed in-home appointments may have caused you. We know our customer’s time is valuable and that it can be frustrating to have to continually reschedule your appointment. We know some time has elapsed, but if you are still interested, we would like to hear more about your experience so we can better improve on satisfying you and our other customers in the future. I can be reached at bmoscatello@empiretoday.com or via phone at 888-588-2315 ext. 5234. Bridget Moscatello – Vice President of Customer Care.
ID
#114351 Review #114351 is a subjective opinion of poster.

I scheduled a free in-home estimate for 2/23/08. They say to allow a two hour time frame for their sales person to arrive.

My appointment was between 11 am and 1 pm. Well, by 1:15 pm I was a little worried they weren't going to show up. I called, they said they couldn't get a hold of the sales rep. Suggested I wait a bit longer.

Waited almost two more hours, no show. Reluctantly rescheduled with the promise it wouldn't happen again. Here I am today, no one ever showed up for my appt. This company is a complete joke.

I'm surprised they're still in business.

I asked to speak to a manager and he claimed this never happens, and that he could reschedule it AGAIN. Ha, as if I'm going to waste a third weekend on these losers.

1 comment
Anonymous
#12033

It has been explained to me from a previous Empire Salesperson that Empire may schedule at times 4 to 5 sales calls to a salesperson in one 2 hour time frame. Even if the sales calls are located on the same street there is no way anyone could make all of those appointments.

Blame the company, the management for this type of scheduling not the sales representative.

Empire Today's reply to:

Empire Carpet is ***!!!

Erin, I apologize for the problems you have experienced with your carpet purchase. All of our carpet products come with manufacturer product and installation warranties. Although some time has elapsed, if there is anything we can do to reach a resolution with you - we are happy to help. Feel free to email me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#113513 Review #113513 is a subjective opinion of poster.
Loss
$3500

I recently (by recently I mean 6 monthes ago) purchased empire carpet at the price of 3500 (rounding) because I wanted the highest traffic level and highest quality....turns out that "quality" is ***!

The carpet ( apparently a level 4 traffic) is extremely matted and dull and snagging and coming up aeverywhere and I could just go on and on!!

I tried to contact empire about it they offered to send one of their carpet people out...yeah not happening since the word THEIR is implied.

Needless to say I have contacted a lawyer because they have made things so unapproachable!!!!

We will just have to see...

29 comments
Anonymous
#204179

Thanks for your comments. I was hust about to call to order the "buy one room, get 2 rooms free" offer.

I will go elsewhere. A very heartfelt thank you to all who wrote.

Anonymous
#202064

Folks I don't mean to sound negative but when you think about it's your fault for being so naive. What companny that you know spend hundreds of thousand of dollars in marketing and than you go on like a fool and expect them to give you anything for a true 60% off let alone for FREE! remember the old addage and DON"T FORGET IT "IF IT SOUNDS TOO GOOD TO BE TRUE, IT IS!!!"

Anonymous
#196076

I had the same experience as JS, above. Single female, pushy salesman, price dropped everytime I said no.

He stated his lowerst price was only good for that day only. Lo and behold, a week later someone called from corp. and honored that price. Installation date confirmed friday night.

Sat morning "product on backorder". Why did they confirm the night before? Installer a mess. Never Never Never use them!

I complained to Customer Service, and their "supervisor" did nothing but argue with me and defend his company. Horrid customer service, ethics.

Anonymous
#184759

Opps - I see now that your format is ddmmyyyy - sorry for the misread.

Cancel the maintenance call!

Anonymous
#184752

Hey Pissed Consumer site people - your calendar/clock is off. You indicated that I posted 2/9/2010 at at 3:35 - it's really 9/2/2010 at 12:35 a.m. pacific time!!!

It's maintenance time.

Anonymous
#184748

I was about to call Empire for a full house quote, but after reading the comments I think I'll look elsewhere. Thanks to all who took the time to report their experiences.

Anonymous
#171581

Thanks, everybody, for taking the time to comment on you experiences with this company & it's extremely poor performance. I was about to call them for full house carpet replacement; glad I read this first.

Anonymous
#169920

I'm glad checked these comments before calling Empire. I'll find someone else.

Anonymous
#161458

Wow! So glad I looked here first.

I was ready to call Empire to do my house. Thanks to everyone for the heads up.

Anonymous
#147215

Wow, Thank's so much for the internet!!!!

Was looking for the Empire website & decided to read this page first. Thank all that posted their experience. Saved us money & trouble

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