Reply by Empire Today

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 or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Tucson, Arizona
1 comment

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.

Monetary Loss: $1000.

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Hartsville, South Carolina, United States #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.