Carpet and Flooring Reviews - Empire Today

Original review posted by user Jul 22, 2019

I had it installed in March. I started complaining about seeing a huge air bubble.

Techs came out to repair and not even a week later. I noticed the huge air bubble again along with a pile of small air bubbles. A appointment was scheduled again and if course a no call no show. Called Empire back and was promised a local supervisor would contact me, abd and here it is a week later and still no one has yet to resolve my issue.

I wouldnt recommend this company to anyone. Complete run a round.

ABSOLUTELY AWFUL! I was supposed to have my bathroom floors replaced on Friday so we pulled out our toilets and I got a phone call Friday morning saying they'd be there in the morning.

As of 12:40pm I called because they weren't here yet and when the customer service representative called the installer they said they'd like to reschedule because they got a bigger job. I said I didn't want to reschedule because I had my toilets pulled out and had been waiting around all day. A installation manager, Shane, finally called me back at 4:45pm to apologize and reschedule. He promised we'd be 1st thing Saturday morning, which I was lead to believe was 8am.

At 9:20am when no yet to arrive at my house I called the service center and was told the installers were still loading the truck and would be there in 2 hours. So the 1st appointment is at 11am! The only consolation I was offered for all of this was $65. So 1.5 days waiting without toilets with a 2 year old and oh and yesterday was my birthday.

Thanks Empire for ruining my birthday and waisting my time. I'm sorry my job is a small job, but I'm still a customer, but you can sure believe that I won't be again!

In 2018, we hired Empire Today to install a carpet in a large, 2-room basement area of the empty home we’d just purchased. The installers charged us $600 for new padding, but never installed the padding.

They put new carpet over the old padding and kept our money. We discovered this the following winter, when water damage forced us to pull up a small section of the new carpet.

Empire informed us that the entire carpet needed to be replaced if we wanted to keep our warranty. This was a huge problem because the basement was now fully-furnished and contained over $50,000 of fragile electronic equipment which would have to be moved. After a fight, Empire agreed to do the re-installation for free.

Since we didn’t trust a carpet crew to move the very expensive equipment while they worked, we agreed on a 2-day installation.

We would clear one room for them on day 1, then move all of the equipment to the first room, clearing the second room for them to work before they arrived on day 2. No problem.

They arrived on day 1 and completed the first room, but they didn’t leave. The carpet crew proceeded to move all of that equipment themselves and finish the second room, completing the job in 1 day for their own convenience. I discovered this only when they were nearly finished.

I yelled for them to stop but the foreman literally refused. It was very difficult to communicate with them, they spoke broken English or none at all. Frustrated, I resigned to let them finish the job.

The crew left our belongings in large, disorganized piles throughout the basement, some of which fell over and collapsed. I photographed all of it and notified the company the same day.

After several days of inventorying the mess, I discovered several thousand dollars in damages to equipment and furniture.

The job itself was notably poorer than the first installation but that’s the least of our concerns, and we’re not allowing this company back into our home for repairs.

The company was completely unresponsive to phone calls and emails for weeks at a time. It’s very important to persist throughout this period, which appears to be this company’s standard operating procedure for claims and complaints. It’s now been months and this company continues to deny any wrongdoing – but they’ve offered us a small monetary fraction of the damages “for inconveniences.”

The crew has lied about their conduct and misrepresented the condition of our home in their photographs, using “after” photos as “before” photos (yet neglecting to provide both sets for us).

We have photo proof to the contrary, of course, and this will be an easy case in court. But the negligence, fraud, theft and destruction for which Empire Today has been responsible throughout this 10-month ordeal has been tremendously frustrating for us.

Find a local crew for your flooring, stay away from Empire.

Original review posted by user May 22, 2019

I met with a very friendly salesperson, described what I wanted, went through 2 hours of measuring, picked a product, and put down a deposit. Although I wanted solid hardwood, I agreed to engineered hardwood. Later in reviewing the contract I realized that she had written it up for a floating floor when I had requested nail-down or glue-down. The major difficulty was finding a product that could both cover the floors and also do my stairs. When I called to bring that to her attention she stated it would add $3000 to the cost.

I then requested another salesperson to come out, this time to show me the product I had originally requested (solid hardwood.) In the meantime I pulled up the carpet on the stairs and found good quality wood that just needs staining and refinishing. The salesperson had never bothered to check.

A new salesperson came out. He only showed me one sample set. I asked about 5” width samples and he said “Oh those are exotics and cost too much.” I picked a 3 1/2” sample reluctantly while the salesperson fielded a phone call during which he said “I’ll be able to get right out of here to my next call.” He had been in my house for 15 minutes but it was clear he wasn't interested because the first salesperson was getting the commission. He said I would get a call with the estimate the next day.

I had requested not to have any further contact with the first salesperson because I feel she had pushed me into something I didn’t want and wasn’t listening to my requests. There was also an issue about wall base. I don’t want quarter-round, I want new wall base installed over the new floor. She said that their installers wouldn’t do that. The second salesperson said that they would!

The first salesperson called the next day and wanted to come to my house with the new estimate. As I said, I requested no further contact with her so this is was unacceptable situation.

It’s clear the Empire wants to get any kind of floor in my house whether I like it or not. I am beyond exasperated and finally called the management team and cancelled the whole project. Needless to say I lost an $1800 deposit.

If you order anything other than the cheap/basic/economy padding, the installers won't put it in. Instead, they put in the cheap padding.

I didn't pay attention when they installed, but had to cut back some carpet to install flooring and noted that the padding put it was NOT what I had ordered -- I had the premium spill-proof/pet-proof padding. Then the resolution is that they'll replace the padding, but YOU need to move everything out of the room for the installers to replace... or give you $100-150 refund on the "difference in price" for the padding. Which is BS.

I warned my friend about it (whom I had referred to Empire unaware I had been ripped off) and they were doing the SAME THING, except he caught it the day of the install. But the installers were like, "well, this is what the warehouse gave us. We can either install it today or reschedule." My friend was moving in in two days and needed the carpet, so he caved and let them install the crap padding and would then work out something with Corporate. THIS IS A SCAM.

Do not buy from Empire unless you only buy the cheap stuff. And stay strong with your conviction of them wronging you. They try to frustrate you until you just give up (like Comcast). Take to the review pages.

Take it to their Facebook page, bbb.org.

Keep up the good fight. Spread the word about this company!

I scheduled an appointment for carpet installation estimate for May 11 between 1 pm -- 3 pm. I left a family event to wait for Empire.

No one showed up. I called and was told there was a "scheduling conflict". I asked why I wasn't called and was told "I don't know" I was offered to reschedule for Monday May 13th between 5 pm -- 7 pm. I reluctantly scheduled.

I left work a bit early to make sure I was home.

I received a phone about 4:30 and was told, "The installer called off and would have to reschedule". At that point I stated, no this is bad customer service and will not contact Empire for any carpet needs in the future.

Empire Carpet installation is not a good experience.

The Empire Carpet salesman assured us that as long as all furniture drawers were empty, the installers would disassemble and more the furniture as needed, all part of the price.

As it turned out, Empire Carpet installation personnel will disassemble and more furniture.

Empire Carpet installation personnel WILL NOT re-assemble and return the furniture to its original place.

After 2 repeat calls to Empire Carpet installation hotline, who re-scheduled 2 new appointments to reassemble and move the furniture back to their original places, Noone Showed Up.

This very important insight will be most useful to the elderly and handicapped.

Keep this in mind if Empire Carpet personnel tell you moving and returning furniture to its original place is part of the cost. My experience shows this is simply not true.

Empire Today salesperson came to our home twice to sell us flooring. We paid $4000 in full.

After a few weeks later Empire salesperson called and demanded $2000 more dollars because he made an error in his measurements. He refused to give us a refund and offered to send two boxes of Linoleum for me to have someone to install at our expense. I was devastated because my husband a disabled veteran who is wheelchair bound and blind. Money was tight already and I trusted this company with our last and they robbed us of $4000.

I am so stressed and can't stop crying. Please recommended a attorney to help us.

This is not fair for a large company to go door to door to deceive our most vulnerable citizens. My email address is dhall1235@bellsouth.net

False statements made by salesman. Charged for work that was not completed.

Shoddy workmanship. Failed to follow installation best practices. Argumentative installation manager. Unhelpful - dishonest area manager.

Complete lack of response from corporate. Multiple emails sent with no response.