Reply by Empire Today

I’ve read your post and would like the opportunity to speak with you regarding your experience with us and our installation team. I do apologize for any inconvenience this may have caused. Customer satisfaction and satisfaction with the service you received is extremely important to us. Since I’m unable to locate your information on file based on the information that was provided in the post, if you’re available, please feel free to send me an email or you can also reach me via phone, 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager.
Orlando, Florida

I wish I had done the effort to review Empire first before buying from them, it would had saved me a nightmare and a lot of money!!

Even the salesman stated that: "Buy One Room, Get Two Free is not what is seems". Unfortunately, this commercial misguided me! Having great experiences with Lowes, Home Depot and a mom-and-pop carpet store in the past for different properties, I should have stayed with them. Empire is nothing comparing to above businesses!

The crew (contracters hired by Empire so they escape Workers Comp and all insurances) was downright rude and unprofessional. My son, daughter-in-law and myself were following up the work, but I was stunned when my daughter-in-law informed my the crew was talking in a not so very nice way about us in Spanish! It became very clear that our presence was not wanted, of course not, as we could witness the "PATCHWORK" that we received!!

The misery started already from the beginning: the carpet colors the've brought was a mix up: the color ordered for the bedrooms is now installed in the living room and vica versa. For hours, we couldn't reach the salesman... because he was "in classes." But, of course, it all seemed to be the fault of the customer. The living room came last to install and soon it was clear the piece of carpet had wrong measurements: the crew went back and forth, measuring, scratching their hair... measuring again.Upon my question or everything was OK, I received a dirty look and the statement "that everything was correct"... did they assume I'm simple??? To make a long story short, we observed our brand new carpet layed out completely on the road (???), from end-to-end and corner-to corner and have pics to prove this, while the crew was walking back and forth on it with dirty shoes, measuring for the hundred time. Needless to tell we have a patchwork living room new, small pieces of carpet were used to fill up spaces with large and small rectangles.

To my horror, we spotted three small black spots, what seemed to me like oil from a car. But again, this also was OUR fault! Although the fact that we were wearing socks only on the carpet, and were not the ones rolling the carpet over the road and walking over it with dirty shoes, we were blamed for it. We even received a phonecall from "customer service" to stay out of the house until the work (read: "mess") was finished???????? I beg you pardon?? See, I'm a business owner myself and I know very well that, if I would treat my customers this way, tomorrow I would have no customer left over.

Empire, you've made it so clear: from the moment you have our monies, you couldn't care less anymore!!! I can conclude only one thing, you should be ashamed and a letter to the BBB WILL follow!


The only thing I did enjoy was the horror on the faces of the crew when they discovered my daughter-in law understands and speaks Spanish fluently!

Product or Service Mentioned: Empire Today Customer Care.

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