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
#120724 Review #120724 is a subjective opinion of poster.
Empire Today Estimate
New Reviewer

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?


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.


:( 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.


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.


'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.


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

call me ,in michigan, at 1-81*-***-****. you will save and get quality service.


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!!


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.


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@***.com for further assistance.


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.


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.


First may I say that it is rather rude that both of you made appointments and did not cancel one of them, it is not like you don't know the number.

Empire salespeople are not hourly employees and the company does not give them allowances for any auto type of expenses. So your husband being kind enough to allow the "other" salesperson to quote really just wasted the second sales persons time.

Blame the company and the management, not the sales people, they are only trying to meek out a meager living.

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
#120198 Review #120198 is a subjective opinion of poster.
New Reviewer

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:


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.
#119751 Review #119751 is a subjective opinion of poster.
New Reviewer

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.
#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.


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


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.


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?


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.


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.


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


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.

View more comments (6)
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
#117402 Review #117402 is a subjective opinion of poster.
Empire Today Installation
New Reviewer

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

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
#115687 Review #115687 is a subjective opinion of poster.
New Reviewer

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

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.
#114351 Review #114351 is a subjective opinion of poster.
Empire Today Estimate
New Reviewer

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

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
#113513 Review #113513 is a subjective opinion of poster.
New Reviewer

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...


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.


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!!!"


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.


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

Cancel the maintenance call!


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.


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.


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.


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


Wow! So glad I looked here first.

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


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

View more comments (28)
Empire Today's reply to:

Empire Today

I have read your post from 2008 and would like to apologize for your cancelled appointments and that you were not satisfied with our sales representative and appointment. At Empire, customer satisfaction is of the utmost important to us. I realize some time has passed, but I would like the opportunity to discuss your experience with you and address any concerns you may still have with our company. This way, we can better improve on satisfying you and other customers 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
#113408 Review #113408 is a subjective opinion of poster.
New Reviewer

I had a horrible experience with Empire Today. I had several cancelled appointments and two no shows.

3 salesmen later I finally had one that showed up. I had called the help line and was given a $100 concession for all the trouble. When the salesmen arrived I told him I wanted one of the 50% sales items that were being promoted online and on TV. He came to a price on one of the items and then was hesitant to give me the $100 owed to me.

He then said the blinds really weren't on sale but that I was given a special price for all I went through. He also said that when a sale was advertised that nothing was really on sale, it was just a way to get people to call Empire. That is 'bait and switch' and very illegal. Either he was lying about nothing being on sale or the company operates illegal practices.

I finally convinced the sales rep to give me half of my earned discount on top of the sales price.

I am waiting to hear back from the area sales manager on why I didn't get my full discount and about the terrible sales practices. I haven't tried other companies that sell custom blinds but if you try Empire get ready to fight with everything you have to get mediocre service.


i worked for Empire. BUYER BEWARE :cry


I had laminate flooring installed 2 years ago and it is now buckling! I called Empire and they siad it was due to "topical moisture" and was not covered under the warranty.

I called the manufacturer, qucik-step, and they said it was covered unless there was a flood or leak. The problem is, they said Empire agreed to handle all warranty issues. Does anyone else see a problem with that?? I then tried to get an independant inspection and was told by the only 2 in the area "We work for Empire and it would be a conflict!" The flooring cost 2,500 installed.

Now I have to try and find someone who has not worked for empire to come inspect and then file a claim wiht an attourney. I am prepared to ask for the flooring replaced as well as any out of pocket. my job number was fv34775 out of South hackensack, NJ.

I have been in contact with Helen in dispute resolution who said she cant help me. I called her back but she has not returned my calls.


It looks like most of the bad reviews are written by women. It seems to me Empire Carpeting takes advantage of women.

I know they would never get away with what they do, if I was involved. I'd have them steppin and fetching out the door.


I used to work at Empire Today in NC and I can tell you first hand that it is a total rip off. I know that the sales man need to make their money, but they mark the flooring up and are told to start at 6% or higher over the company starting price.

What a person buys from this company they could go to Lowes, Home Depot, or some other mom and pop flooring company and get the same flooring at half the price. I have never in all my working years worked for a company such as this one. They do not care for the customers, nor those that work for them.

By the way when they hire installers they only check the US citizenship of the owner of the installation company they contract their work out to they never check the citizenship or background of the workers. That means you never know who is coming into your house.


i was looking for- empire carpet -on , i found the customer complain and read it carefully ,,,,, now i have a nother thought about bying my carpet from empire ...i am going to wait to see what they would do to make their customer --- very satisfied---.. if no action were taken ....

home depot will be very happy to do it for me with less headech................ raedalazaizeh@***.com

good luck Chikitten2002


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@***.com for further assistance.

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

Empire Today

Although your post is from 2008, I would like to apologize that you were not satisfied with your window treatment installation and experience with our customer service. We know it must be frustrating to make several phone calls without receiving a response to satisfy your concerns. Although some time has elapsed, we would like the chance to further discuss your experience so that we may better improve on satisfying you and other customers in the future. If you are still 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
#112455 Review #112455 is a subjective opinion of poster.
Empire Today Installation

Empire is one of the most unprofessional, irresponsible companies I have ever dealt with. I ordered windows from them in the beginning of November 2007 and as of today they are still not installed properly.

Trying to deal with their customer service people is impossible. I have been lied to by several different members of their staff. Every time I have called I have been told a new story. I have spent multiple hours on the phone trying to get them to be responsive. While their staff usually returned my calls they rarely had any new details on my installation.

I would highly recommend against using this company for any of their services.


I had wood floors installed and they are lifting,I called CS,Inspect Solutions came out and did a inspect on the floor,what he is stating in the report is this kind of floor should not have been installed because we lived by the beach and have high humidity,yet in the same report he claims its our responsibility. I called SC and they never called me back. I will take them to sCCourt.


Wow. All this bashing...

Do any of you know that Empire-Today has a 'call center' full of mexicans that don't know what they're talking about or how to direct a call? Well, that's pretty much what you'll get when you call that 888 number.

Call your local office.

Not the freakin call center. You'd be shocked that the company isn't as bad as the call center would lead you to believe.


I had scheduled empire rug to come and install rug on my stairs and part of my wall on 1/30/09. They said they would be there between 11-2.

They didnt show up until 430 ( when we called them to see when they were coming they said they would be there in 20min, they ended up at our house an hour after that phone call ). We they came in, they went to install the rug and said that they couldnt do the job because they didnt have glue. So they left. We called the 1-888 number and was told someone would call us the next day.

By 11am no one had called us so we called them. They put us on hold for 15min the first time, 10 the second time and, then 5 mintues the third time. After finally talking with someone ( and at this point we were so angry ) they told us WE had to reschedule!!!! They offered no compensation, no apologies..

They said the boston office was closed and there was nothing they could do.

So i called the consultant that came to give us the estimate and he told us "oh no, you should call all THESE numbers instead!". Im thinking to myself "Are you friggen serious???" I will NEVER recommend them to anyone...they are horrible and dont care about customer service AT ALL.


Dear Mr. Scott,

Have you bought anything from them?

By your statement, no.

Do you work for them?

We don't know.

Are you a psychic?

Go make you decision, buy their product and then come here and post.

Empire Today, has had days and days and days to respond here.

Why didn't they?

Come up with something better than your weak, inept excuse for fairness.

Stop being a shill for a sham company.




I didn't find any rebuttal from Empire. It's easy to slam someone when they can't comment back.

Unl;ike others, I don't make a decision by listening to only one side of the story. Where can I see Empire's remarks on this customer?

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

Incompetent installers and terrible customer service

I have read your detailed post from 2008 and although some time has passed, would like to truly apologize for you and your wife’s experience with our installation team and the inconvenience caused in your home by the installation itself. We know it must be frustrating for an installation team to arrive unprepared and to not have the job completed as expected. At Empire, we are dedicated to customer satisfaction. We realize some time has elapsed, but if you are still interested, we would like to hear more about you and your wife’s experience so we can better improve on satisfying you and our other customers in the future. If you are still willing to reach out to us, I can be reached at bmoscatello@empiretoday.com or via phone at 888-588-2315 ext. 5234. Bridget Moscatello – Vice President of Customer Care.
#112364 Review #112364 is a subjective opinion of poster.
New Reviewer

I went to the Empire Today website and was impressed by their customer service awards and next day installation at competitive prices. I called them out for an estimate and the sales rep talked on and on about how their installers are experienced and they work for 100% customer satisfaction.

We hired them to install laminate flooring in the entryway, kitchen, and two bathrooms. When the installers arrived, they didn't have the tools or materials needed to do the work. The head of the crew went back to HQ to get the supplies; meanwhile the rest of the crew began tearing up the old flooring using my tools without my permission. They used my putty knives and screwdrivers in a fashion they were not designed for. When I noticed this, I asked them why they were using my tools and not their own, and they told me they were working on wood floor yesterday and didn't have the tools they needed, which didn't make any sense. A few hours later when the head person came back, I asked if I would be reimbursed for my tools, and she said yes.

The project was supposed to be done at 6:00pm on the first day, but they weren't even half done so they came back the next day to finish. I wanted them to finish on the first day because I wanted to inspect the finished work before they left, but since they had to come back a second day, I had my wife watch them. When I got back from work it was about 11:00 pm and I was tired. I asked my wife how it went and she said fine, but pointed out a few notes they left me. For starters, they didn't finish the borders on the flooring because the carpet installers (who we were getting through Home Depot) could roll the carpet to the edge. This seemed fishy since Empire Today's laminate flooring isn't glued to the floor. Without the borders what would hold the tile in place? Next they told her that we could caulk our own floor because in their opinion the grey caulk provided didn't look good and brown caulk would look better.

They were also supposed to reinstall the toilets but told my wife she'd have to go buy the wax gaskets herself. The water supply line to the icemaker in the fridge wasn't hooked up because "it wouldn't fit", the cabinet in the kitchen wasn't reattached to the wall, there were holes in the walls in the bathrooms, and the trim that they put up didn't line up at all. The list of problems goes on and on.

They were supposed to come out the next day to reinstall the toilets, and I figured I'd point out all their mistakes when they came back. Problem is, they never showed up. We waited all day in an empty condo (we are waiting for all the remodeling to be done before we move in) with no toilets and no running water, and we called them repeatedly and they assured us they were on their way, but they never showed up. As evening approached we called Empire Today's customer service and told them what had happened and they said they could send someone out on Monday, four days from the call.

We've waited patiently and now Monday has arrived and the manager who is supposed to come by hasn't shown up and when I called they said he's not in his office. I asked for his cell number, and they said they can't give out that information.

This whole situation has been a huge headache, and I'm so pissed now that it's going to take a lot for them to make it up to me. If you're thinking of getting any flooring or window treatments done in your house, don't use Empire Today. They will treat you like a piece of ***.


I can relate to your frustration. It is so annoying indeed. How can there still be people out there with such incompetence? It baffles me :x

But, the good news is that I came across a really great website the other day: it is called hellopeter.com

Hellopeter.com is an amazing website dedicated to customer service. Customers, like yourself, can write a report on the site for free and about any company, and then the company responsible will have the opportunity to respond - they usually do respond because it is more embarrassing for them not to.

Trust me, try it out.




Would someone supply me with an address of Empire Today, LCC. I have been trying to send a certified letter to them about not honoring a warranty.

I just thought it would be only fair to send them the same letter that I sent to the BBB, Texas Attorney General, Fair Trade Commission and The Texas Board of Realitors. I would at least like to give them the chance to rectifly the complaint before I take further action.


Ask the installers for their proof of citizenship.


To the people commenting that I'm just some miserable guy looking to complain about anything, that's just rediculous. I am a very happy person and I don't complain about much.

On the rare occasion that I do complain, it takes something major that I think warrants complaint. I actually came to this website because I made a call to Empire and they said they'd get right back to me. We were in the middle of moving into our new townhouse and there was nothing but a telephone and a computer in the place. So after waiting 2 hours for them to call back, I started surfing the internet and searched Empire.

I found this site and decided with the free time I had while I was waiting for Empire to eventually get back to me, I would write this. In the end, they never did call me back, and I had to make 5 calls to eventually get in contact with the manager who said he would come out but never did. It took them 2 months to come out and fix the floors and reimburse us for the damages. And the "New" installers who Empire assured us were more compitent wound up tearing a corner of the new carpet and we had to have our brand new carpet replaiced.

Seriously, I have never in my life seen such lousy, incompitent service.

If you've had better luck with Empire, that's great. But that doesn't make my experience not true.


Well in response to this post, I can state not all cases are this bad, Empire Today has the best Customer Service Reps Around.


I guess misery really does love company. It's like all of the negative folks at work getting together to talk garbage and unfounded gossip about other people. Positive people are typically too busy to bother with such things and have better things to do with their time rather than complain.

These type of negative people are always looking for troubles, problems, and conflict to talk and complain about. And the funny thing is they always seem to find/attract it without exception!

How and Why I came across this blog is odd as I wasn't really looking for it. But felt I really needed to share my experiance.

I am very busy saw the commercial so I thought I'd call. A very professional knowledgable individual came to my home. He explained everything to my satisfaction and we discussed their low pricing guarntee and great financing. So we went ahead with the transaction. Their carpet installers showed up the next day. They were quick and did great work. No Complaints!!

An extremely please and satisfied customer. I recommend Empire to everyone with no complaints.

I only wish more of the people with great experiances would share their experiance. I'm sure they would out weigh the negative 100 to 1.


Why don't you try their service and see for yourself, Ronald Scott. Even if they did have a response, it'll be of excuses and reasons to cover their ***.

Why would people go out of their way to write such a long story on the their experience with bad service if it really didn't happen. Who in their right mind would waste time to bring a company down? *** people.

*** Empire Today!! I've used their services and got the exact same unprofessional treatment.


:grin This reminds me of the house cleaning people I tried out one day. They wanted to use 'my' cleaners.

And the dust broom for ceiling webs got tapped into my carpet! :cry It just boggles my mind how some people do their jobs. :? Im a nurse and Id like to know how people would feel if I use a wash cloth on their face that I had picked up off the floor!

Or how would you like to be in pain and call for your medicine and be told, "I'll look into that and get back to you". Then never show up! Come on people!! We all need each other in some form or another so just do what's right and do your best!

And remedy problems as quickly as possible.

And do it nicely or get a different job or take a vacation. :grin


Empire today sucks! They can write back all they want.


I didn't find any rebuttal from Empire. It's easy to slam someone when they can't comment back.

Unl;ike others, I don't make a decision by listening to only one side of the story. Where can I see Empire's remarks on this customer?

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Empire Today's reply to:

Hard wood installation

Although some time has passed, I would like to apologize that you are not satisfied with your hardwood flooring. Customer satisfaction is extremely important to us and we want to ensure you are happy with your products and installation. If you are experiencing problems that are covered by the manufacturer product and installation warranties, we are happy to work with you on a resolution I would still like the opportunity to discuss your experience with you and address any further concerns you may have with our company. If you are still interested, you can email me at gcielocha@empiretoday.com or contact me via phone at 888-588-2315 ext. 3369. Gina Cielocha, Marketing & Communications Manager
#111544 Review #111544 is a subjective opinion of poster.
New Reviewer

i will not purchase another thing from empire home carpet / hardwood flooring. we are having problems with this floor we has installed and they did send a adjuster out just to send me a letter we don't think there is a problem.

When I have floor boards popping slowly up on the $ 7,000 floor with a 25 year guarantee. The person that installed this floor said to use swiffer and i did and the adjuster for the company said we should not use this. I did tell him they told us to he said you can't win with a big company. So what I can do is let the public know not to deal with such people.

Try Luna maybe you can get treated better. and this is the second time i did business with empire and my last.they just want your $$ and tell you to get lost.

But keep in mind a 25 year guarantee. What bull sxxx.


you people need a course in flooring and hidden fees go ahead and use lowes are home depot above empire and youll be sorry.I personnaly used all of them and empire stands out from the rest by far in fact there all i use.I never had a more proffessional experience in my dealings with flooring products.although they werent always the least expensive they delivered a high quality product and installation was excellent.Do your research there the only flooring company that is rated aaa with the bbb then check lowes and home depot.empire all day all the way .......


Do not use this company. They do not stand behind their work or warranty.

They installed hardwood floors in my home at the cost of 5,600. The floors became totally dull. I called them about 15 times, and all they did was give me the run around. Someone finally came to my house after numerous calls looked at the floor and made his own decision to close my case without even informing me.

If you want to get ripped off by them this is the company to call. They should be put out of business!!!


Terrible product. The nice wood floors I was supposed to have have sections of finish that have flaked off in the last two years.

And that great 25 year warranty on the finish is worthless. I will never use Empire again.


I am a carpenter, in bus. 25yrs and one of my customers just had a wood floor laid in his home.

I have never seen such a lousy installation ever. They used duct tape to hold the boards together while the glue dried! Never saw a professional company use duct tape before. The glue seeped thru the joints it is yellow the floor is dark stained, really looks like ***.

They also must have gotten glue on fingers cause its all over the floor.

This is the most pitiful job I have ever seen!

I have instructed the homeowner to call empire back and have a sup come and look at installation and see if this is acceptable. If they don't fix it the next step will be to the MHIC in Maryland.


You can win no matter what the company size is, just have your facts & paper trail. My wife & I beat a global auto manufacturer through the BBB.

The car dealer also told us we couldn't win; we kicked *** & took names because we took emotion out of it & presented just the facts. Bottom line, always get it in writing; especially when they want to subcontract & then you need to get even more in writing. The BBB is your friend, but they don't like emotional, irrational or any non-professional attitudes or presentations.

Act like your giving your boss a quarterly state of business report & they'll give you more respect than the "BIG" company. Good Luck!


I, too, had a problem with my floor. It had worn where my computer chairs were. ( I had it installed in October 07 and it was worn by Mar 08) They just came out yesterday and replaced the entire floor.

Demand to speak with the home office. They will fix the problem. Also, file a complaint with the BBB on their site if you cannot get satisfaction.

The home office IS interested in satisfying customers. Also, note that the laminte floor warranty REQUIRES you to use "quick step" products. I had empire send me a starter kit (for nothing--home office, again). It took a little time, but the did honor their warranty. Keep on them. Also, you can alway file a American Arbtration Association (AAA) arbitration for your dispute (read your contract).

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