Reply by Empire Today

As a member of the Customer Service Management Team for Empire, I am sorry we weren’t able to meet your expectations during your in-home appointment. Customer satisfaction is extremely important to us. I apologize for the inconvenience that you missed appointment may have caused you; the situation you described isn’t how we handle our scheduled installation appointments. We know our customers are very busy and we take the appointments very seriously. I would like to have the opportunity to speak with you so we can follow back and address the situation with the sales representative involved. Empire works with leading manufacturers and carries a wide assortment of quality products and styles to meet the needs of our customers’ lifestyles. 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 Keep in mind, there are many factors that determine our fully installed price estimate such as the products selected, padding, if the products are on special or promotion, square footage of the area, moving of furniture, etc. Based on your post, I understand that you were able to find product at a lower price. I wanted to make you aware that Empire does offer a Low Price Guarantee – we’ll beat any competitive offer, guaranteed if the conditions for the program are met. Since we do not have your contact information, if possible, would you please contact us at or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
New York, New York

I just bought a house and I wanted to get quotes from 3 different places before I made a decision. The first 2 places were both local "mom and pop" type carpet stores. One was $3500, which seemed too high, and the second one told me $2350. I decided to get the last quote from Empire, since they always say "60% off" and that they match any price.

The whole experience was a disaster. They said they'd be there between 11am and 1pm, and no-show by 1:30---I was annoyed. Called the 800# and they said the Sales Rep came at 11:00am and no one let them in. Hello??? How about calling the 2 contact numbers that I provided? So that was a waste of 3 hours waiting for nothing. I rescheduled to have them come back at 6pm.

The sales rep had 3 samples, which he referred to as good, better and best. Well, even his best one was still a lousy quality. It was worse than the cheapest stuff at the local place! Also, he would not give a price "per square yard" which is how carpet is priced and measured everywhere else. I kept pressing for it, and he would only say "Empire believes in giving one price for the whole job. This includes tack strips, padding, labor, tax, etc. and the price won't change." Well, that's great, but why can't you break it down and tell me the price of each individual part of the job? the end, he quoted $4500 for the job, and that wasn't even the nicest carpet. SO OVERPRICED!! That's almost twice as much as the place I ended up using. Don't use them! He probably didn't know I already had other quotes, he kept saying how Empire was SO much lower priced than everywhere else. You could also tell just by touching that the carpet was poor quality. Not enough color choices either. No way!

Monetary Loss: $4500.

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Shows how advertising gets in ones head. The push their BBB A rating a little too much, I wonder how they got it.


Wow man I wish everyone would do there homework on this company and stop throwing your money away..


The law states that carpet must now be priced by the square foot.

You are not a very well educated consumer.