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

Bad installation of floor, have to reinstall, no compensation | Empire Today review from Elizabeth City, North Carolina

I’ve read your information regarding your concerns with your flooring and I apologize for any inconvenience this may have caused. As a member of the Customer Service Management Team, customer satisfaction is very important to us and I would like to ensure you are satisfied with your new product. Based on the information that was provided in the post, I’m unable to pull your information in our system. I would like the opportunity to discuss your concerns with you, at your convenience, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
Review
#148740 Review #148740 is a subjective opinion of poster.

Empire came for in home estimate. (Nov 08) Salesman jipped us $100.

Did not finish floor in one day. Had to come next day. Offered me a roll of padding for compensation. Never got it.

I bought padding, and installed. Couple of weeks later, got a call, wanted to send padding. I didn't need it. Already had it.

Offered to send me the money for the padding. I like an *** turned it down. Now, it is May 09. Empire has had to come out here 3 times to make repairs.

Even had to send out a flooring inspector. Now sending out crew to take up flooring and reinstall new. I think that I should be compensated for the bull that I have had to deal with. I asked to keep the flooring they take up tomorrow and was told no.

It has to come back to the shop. I may not have no place to put the flooring, but I should get something. They think that I don't deserve anything. If they paid nearly $5000.

for flooring and went thru what I did they would want something too. I am sick of Empire, I do not recommend them at all.

Empire Today's reply to:

Poor quality and poor service | Empire Today review from Detroit, Michigan

I would like the opportunity to speak with you regarding your problems with your carpet. Customer satisfaction is truly important to Empire, and we want to address your concerns. 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. If possible, could you please contact a member of our team? Please feel free to email us at customersupport@empiretoday.com or contact me via phone directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
Review
#148139 Review #148139 is a subjective opinion of poster.
Loss
$3200

I purchased Carpet from Empire in Dec 2008 and I have been fighting with the company ever since. I spoke with 4 different supervisors in 3 states, and still the issue has not been resolved.

The carpet is falling apart all over my house, clogged my vacuum, and then broke my vacuum. They sent out an inspector ( their inspector) who reported that my vacuum must have done damage to the carpet. Funny thing is, my sister used my vacuum on her carpet that she also bought from Empire, and her carpet was fine!

I filed with the Attorney General over a month ago, and Empire has not responded to them as of yet. I will be contacting a lawyer next.

Don't use Empire, they don't stand behind their product.

Empire Today's reply to:

MAJOR CONSUMER AND EMPLOYMENT FRAUD | Empire Today review from Los Angeles, California

I have read your posts and recent comments regarding your experience with Empire, and I would like to opportunity to speak with you directly about your concerns with our company. I can be reached directly at pressrelations@empiretoday.com or via phone at 847-583-5248. Marlo Michalek, Vice President Marketing
Review
#148035 Review #148035 is a subjective opinion of poster.
Loss
$25

I am a former customer and employee of Empire Today. I am also a member of a class action lawsuit in California (lOS ANGELES).

This posting is to get additional feedback from other customers and employees who have been a victim of consumer and employment fraud that Empire blatantly engages in.

In regards to the class action lawsuit, Empire refuses to negotiate a fair resolution to the monetary loss they have caused both employees and consumers. Unless Empire swiftly decides to take these allegations serious, media attention will be brought in with full and honest disclosure of Empire's fraudulant activities.

Empire Today's reply to:

Empire Today-Laminate sucks and so does their customer service

I've read your comments and recent post; I would like the opportunity to speak with you regarding your concerns with the laminate. At your convenience, please contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager. 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. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers' lifestyles in all the markets we service. We will work with each customer during their in-home appointment to select the right products to meet their needs. All our products are backed by manufacturer product and installation warranties. If there are any issues that arise with the quality of the product or service of the installation, we will work with the customer on identifying the concern and assisting in providing a resolution.
Review
#148000 Review #148000 is a subjective opinion of poster.
Loss
$4

Two years ago Empire Today installed laminate flooring in my home's entry hallway, dining room and kitchen areas. Total cost was $4,000. After the floor was installed I told the installers that I was not satisfied with the way they had installed the molding. They had to work around stairs and a step down living room, so instead of mitering the corners of the bullnose molding and another floor molding they simply squared them off where the two met, so one portion is higher than the other and you can see the end of the unfinished molding. Their response was, "if you don't like it go buy real wood and do it yourself."

Since then I have been dealing with this company to come back out and fix the floor. They sent out one guy who looked at the floor and said there was nothing he could do but if I wanted it to look nice I should buy real wood, instead of this particle board and he'd be willing to come back out and install it for me. What does that say about their product???

Now the moldings have started to pull away from the wall and the floor jam between my bathroom and the entry can be completely lifted up. I step on nails because they are coming out of the jam.

Once again I called and this time they sent out an independent inspector who took photos of the problems. Empire Today then called me about 2 weeks later to schedule an appointment to have the problems fixed. The day of the appointment I took a day off of work to be here and when the installed called and said his name was Roger, I immediately recognized his voice and pulled my original paperwork to see it was the same guy who installed it the first time. I called the office and told them I did not want him back out here as he was the one who botched the job the first time and insulted me with his rude comments. They cancelled the appointment and rescheduled it for the following day with someone else.

The next day, a new installer by the name of Dave shows up with 2 new samples of moldings both of which were too light for my floor. He said he would have the office call me to reschedule and he'd bring out darker molding. It has been 2 weeks since that appointment and no one has contacted me. So I sent them an email and two different people have called to discuss my problem but when I call them back they are not available and do not return my phone messages.

I am going to keep on trying until they are forced to remedy this sitation, but I also intend on writing the BBB and the company president to let him/her know about their customer service or lack there of and the quality of their product and reliability is a total misconception and false advertisement. I can barely stand it when I see their commercial comes on the television.

Empire Today's reply to:

Do not use Empire Carpet, overpriced, poor workmanship do not keep their word | Empire Today review from Baltimore, Maryland

As a member of our Customer Service Management Team, I truly apologize for any damages that occurred during your professional installation and that your Empire Today experience did not meet your expectations. I have read your comment and it seems that we could have done a better job at being prepared to move your furniture and haul away your old carpet. We apologize for the inconvenience and want to talk with you about your experience. Please feel free to contact me directly at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#147983 Review #147983 is a subjective opinion of poster.
Loss
$1000

All I can say is do not use Empire carpet, they are overpriced, poor workmanship, do not keep to their word. While laying my carpet the installer complained he didnt move furniture ( we paid extra for that) haul away old carpet ( we paid extra for that too) and he didn't have a helper ( really wasn't my problem).

I know some scratches are in inevitable, but every outside corner molding had to be(stained) repaired when he left. And for the company to send a carpet with *** in it( knowing it before it let the warehouse) has to the worst part of trying to take the customer.

( By the way they take your payment even before they start installing the carpet) Just because they try to pull the wool over on the people, they think everyone is like that!!!! So I say think twice or three time about hiring them and then go somewhere else.

Empire Today's reply to:

Do Not Trust Empireday Carpet. | Empire Today review from Edison, New Jersey

As a member of the Customer Service Management Team, we apologize for the problems you experienced with your appointments. We know our customers are very busy and we take the appointments very seriously. I would like to opportunity to speak with you further and follow up with the sales representatives involved. Since we do not have your contact information, would you please contact me directly? Please feel free to email me at customersupport@empiretoday.com or call me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
Review
#147978 Review #147978 is a subjective opinion of poster.

The Agent never showed up to provide us the estimate even though we re-scheduled 3 different times on 3 different days. They really pissed me off on Saturday, Monday and Tuesday nights.

I will not trust their carpetting services even they offer me free of cost.

I called back each time to the call center and they tried to contact Agent and left him messages but he never showed up at the address and he never bothered to call me.

I gave them 3 chances but too bad, they really need to find agents/sales people who are really reliable and responisble. I will never rrecommend to anyone.

Empire Today's reply to:

Empire Carpets denied ever coming to my house | Empire Today review from Dallas, Texas

As a member of our Customer Service Management Team, I apologize that your appointment did not meet your expectations. It is our goal to ensure that customers are satisfied with every step of the Empire process. During our in-home appointments, our sales representatives provide you with a fully installed price as part of our shop-at-home service. They also work with each customer during their in-home appointment to select the right product to meet their needs. We would like the opportunity to follow up with you and the sales representative involved. Since we do not have your contact information, please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#147873 Review #147873 is a subjective opinion of poster.

A salesman from Empire Carpets came out on Saturday to measure for carpet. I wanted an expensive carpet and he told me he couldn't give me an estimate on the spot but would call me no later than Tuesday.

When he didn't call I called him and he didn't remember me and denied ever coming to my house! Fortunately a friend had stopped by while he was here so I knew I hadn't imagined it.

I called his supervisor who agreed it was very strange and he would get back to me, I'm still waiting a month later.

I found another company (CC Carpet) that did a great job.

Empire Today's reply to:

Empire today, never again

We apologize that you and your husband did not have a positive experience with your in-home estimate and installation appointment. 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. I have read your comment and it seems like we were not able to meet the expectations set forth during your sales appointment. We should have had someone haul away your old carpet for you and return your furniture to the way it was prior to installation. Empire stands by our products and installation and want to work with you to make things right. I would like if you could contact me so we can provide you a resolution. Please feel free to email us at customersupport@empiretoday.com or call me directly at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#147821 Review #147821 is a subjective opinion of poster.

I am throughly pissed off at Empire carpet, I had them come to give me an estimate which the estimate started at $1800.00 After dickering got the price down to $1000.00, which included moving furniture and hauling away the old carpet , if they could do the job at that price why try to gouge the consumer.

I chose them to do the job, on the morning of the installation I received a call from the installer advising me that he had no helper and asking if I could dispose of old carpet.

I called the salesman and also the company to ask them about it since I had paid for it.I told them I could not dispose of the carpet(which made the installer unhappy) and that one person could not handle the furniture and my husband wasn't suppose to be lifting which he had to help to maintain the condition of my furniture.

also on the last room the install stated the carpet had *** in which he had told them about in the am. there were scratches on my wood trim in many places Never again will I call them.

Empire Today's reply to:

Empire Today Shoddy Workmanship, Laminate is Cheap

As a member of our Customer Service Management team, I apologize for your experience with your installation. Thank you for bringing this to our attention as we want to hear about anything that goes wrong and work with each customer to reach a resolution. Making improvements to your home is an important and big decision and we understand that it can be frustrating to have different installers come back several times to correct a problem that should have been done correctly the first time. You also mentioned that you are experiencing issues with your product – 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 possible, would you be able to contact me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#147724 Review #147724 is a subjective opinion of poster.

Two years ago (2007) I paid Empire Today $4,000 to have laminate flooring installed in my home. Once the job was complete, I was mortified with the results. Instead of mitering the corners of the quarter round, in certain area's they simply squared it off and the molding looked like a light oak on a maple finish. I told the installers I wasn't happy with the results and their response was "well, if you don't like it go buy real wood and do it yourself". Their product is nothing more than particle board, and if you want to know what your floor will look like if it gets wet- just pour water on particle board and you'll see what your floor will look like. I know because my floor is bubbled in several spots.

I decided to call the company and complain about the workmanship and they sent out another installer who took one look at the job and basically said, there was nothing he could do to fix it. Feeling duped, I just let it go and decided that when I had the money I would either replace the floor or fix it.

But then, in December, 2008 I had a carpet salesman come out from Empire Today and when I told him about my laminate flooring he said he'd take a look at it since he claimed to be the "guru" of laminate flooring. He pointed out all the problems and told me what they should have done.

Knowing now that I wasn't crazy or being picky, I called the office again and filed a third complaint. Only this time it had gotten worse. The molding was coming loose from the walls and while coming out of the bathroom, I stepped on a nail on the threshold. I reached down and was able to remove the entire piece from the floor. They told me they would send out a third party inspector to look at the problem. He came out took photo's and one week later Empire Today called to tell me they would come out and fix the molding problems but could do nothing about the bubbled flooring. At that time, I specifically told them I wanted new "darker" molding because I felt the current molding was too light. The day of my appointment I found out it was the exact same installer coming out who did the initial installation. I called the office immediately and told them I did not want him coming back to my home as he was the one who screwed it up the first time. They canceled the appointment with him and rescheduled for the following Monday. On Monday two new installers came out and brought with them 2 shades of molding - one was the same color I already had and the other was even lighter. I told them I wanted darker not lighter. They said they would have the office call me back to reschedule another appointment. It's been a week now and still no call back.

Today, I've sent them yet another email, and then found this site so I decided to vent my anger in writing and hopefully someone will read this and go somewhere else if your looking to purchase laminate flooring.

Empire Today's reply to:

Empire Today is Horrible

As a member of our Customer Service Management Team, I apologize for your missed installation appointment and experience with our scheduling. We understand your time is valuable and the experience you have described was a mistake in our scheduling. Customer satisfaction is extremely important to us and I would like to follow up with you regarding your experience. Please feel free to email us at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#147609 Review #147609 is a subjective opinion of poster.

I contacted Empire to come in and do an estimate for us for 3 bedrooms. The first time they never showed or called.

They apologized, rescheduled and gave us $100 off our purchase. Two days later was our next appt. Again they never showed or called. When I called them back I was told they gave the appt to someone who no longer works for them and rescheduled once again with apologies.

Next appt. No show, no call. Called office asked to speak to a manager who never called me back, ask to file a complaint with corporate never got a response. One more appt missed.

They lose out! THey suck!

Don't use them! They must not need the business!