Empire Today's reply to:

Empire Today - Empire not honor warranty

Dear Leslie,

Our customers are our number one priority, and we strive to provide a positive experience from start to finish.

We appreciate you making us aware of this matter, and regret to hear that you feel this way. We’ll be following up with you soon to discuss your concerns and continue working towards a solution.
Thank you for your patience.

-ET Customer Support
ID
#1114810 Review #1114810 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Reason of review
Not as described/ advertised

DO NOT PURCHASE PET PROOF CARPET FROM EMPIRE TODAY!! Let me share my experience.

On 6/26 this very nice sales lady named Angela Pittman from Empire Today came to my house. She said that the Empire Today Pet Friendly Pup Pet Urine Protection Carpet I was purchasing I would be able to clean up myself and it would not leave stains or odors behind. I said are you sure? Yes, don’t worry about our Empire Today Pet Friendly Pup Pet Urine Protection Carpet.

I also explained that I would need a transition piece to match the rest of the flooring in the house. On July 7th the installers from Empire Today came to my house. First words out of their mouths, “I am not sure if we have enough of the Empire Today Pet Friendly Pup Pet Urine Protection Carpet for this job” This should have been my first sign. They finished, I explained to them that they had the wrong transition piece installed.

Their comment was, “You have to call the office”. I called the Empire Today office and got the run around for about a week. I figured it would just be easier to go to my local Home Depot or Lowes and get the piece myself. I have an elderly dog as well as a young puppy and as you all know poo happens.

I follow the sales ladies from Empire Today instruction and try to clean the Empire Today Pet Friendly Pup Pet Urine Protection Carpet myself. Needless to say my stairs still smell like I’m walking through urine. This is beyond disgusting. I call the Empire Today main office.

The Empire Todays main office gave me the song and dance about how they will take care of the issue with the Empire Today Pet Friendly Pup Pet Urine Protection Carpet and pass it on to the right person. I should get a call the next day. No call came. Imagine that.

I called Empire Today back, they said we promise someone will call you tomorrow. Someone from Empire Today finally calls, gave me the same song and dance. It’s like Empire Todays customer service is reading from a script. Yesterday I called Empire Today again, supposedly talked to a manager.

He says no one is in at the local Empire Today office to take the call but someone will be calling me. At this point I schedule a sales appointment with Empire Today. It’s was amazing someone from Empire Today was able to come out that same day. My thought was great Empire Today can sell me carpet, but not fix their Empire Today Pet Friendly Pup Pet Urine Protection Carpet.

Amanda from Empire Today, the nice sales lady shows up. I explain the issue I am having with Empire Today Pet Friendly Pup Pet Urine Protection Carpet to her. She did acknowledge that there was a problem. She calls her manager.

With a look of utter sympathy she says you have to have this professionally cleaned before we can do anything. I said so every time my dogs have an accident on Empire Today Pet Friendly Pup Pet Urine Protection Carpet I have to call a professional? She said yes. She apologized that the Angela did not explain that to me when she sold me the Empire Today Pet Friendly Pup Pet Urine Protection Carpet, but there was nothing further she could do.

Around 6 that same evening I get a call from Michelle at Empire Today. She apologizes for all the different stories I have received from Empire Today regarding Empire Today Pet Friendly Pup Pet Urine Protection Carpet that most certainly there is something that Empire Today can do to help me. She said that all she needed to do was look up the warranty for the Empire Today Pet Friendly Pup Pet Urine Protection Carpet. Amazingly enough, she was having computer problems.

She promised to send her information to me via email and I would get a return call from her the next day. I did not get an email or a return call. No surprise there. I gave it one last shot.

I called and spoke to Michael got the same script again. I would never purchase flooring of any kind that only a professional must clean. I guess Empire Today expects me to shell out $125.00 every time my dogs have an accident on their Empire Today Pet Friendly Pup Pet Urine Protection Carpet not only that, but to have to wait days and just live with the smell of dog *** for that long. Why does Empire Today bother selling Empire Today Pet Friendly Pup Pet Urine Protection Carpet when Empire Today will not stand behind their products?

I don’t feel like I should have to do the labor to fix Empire Todays mess.

All I want is for them to take the Empire Today Pet Friendly Pup Pet Urine Protection Carpet out of my house and give a full refund. If they sell Empire Today Pet Friendly Pup Pet Urine Protection Carpet, Empire Today should stand behind the Empire Today products.

Empire Today's reply to:

Empire Today - Awful service and defective product

Dear Mr. and Mrs. Michalski,

It’s our goal to provide award-winning customer service before, during and after your installation. We view all customer purchases not only as a one-time event, but as an ongoing partnership.
We understand that we’re currently working with you towards a resolution and look forward to amicably resolving this matter.
Thank you.

-ET Customer Support
ID
#1070055 Review #1070055 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Cons
  • Broken promise
Reason of review
Bad quality
Loss
$3000
Preferred solution
I want the defective carpet replaced.

Just plunked more than $3000 down on new carpet. First time we vacuum the carpet, it snares and pulls up a large thread.

Guy who installed it comes out, "fixes" it. Happens again, same response from Empire. Happens a 3rd time, I am promised a call within 24 hours....6 days later no call back. Rude call center employees to boot.

NEVER will I use you again. And, I'm going to start telling anyone who will listen how awful my experience has been. Not sure anyone will read this, and if they do that they would care....but on that extremely remote chance, my phone number is 734-634-2943.

Why do you have to enter at least 100 words before this platform accepts a person's review?? Seems like another way for your company to dodge feedback from customers.

Empire Today's reply to:

Empire Today - Carpet Flooring Review from Benson, North Carolina

Dear Darlene,
We know that your time is valuable and regret to hear that you were inconvenienced by a missed appointment. If you continue to have questions or concerns regarding your experience, please contact us at customersupport@empiretoday.com.
Thank you.
ID
#941764 Review #941764 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Reason of review
Poor customer service

I had appointment this morning and when there was a no call/no show from Empire, I called them. I was told it was "unscheduled" but they neglected to let me know.

UNBELIEBABLE!! Rotten way to treat someone who wants to give you business, maybe it's because today was the last day of advertised 50℅ special.

1 comment
Kennidy
#1231384

Dear Customer,

We realize that you are frustrated and we would like to learn more about the situation. Unfortunately, we are unable to verify your account with the information in your post.

Please email your concerns and account information to customersupport@empire-today.com so we can follow up with you.

Thank you.

Empire Today's reply to:

Empire Today - Carpet Flooring Review from Curwensville, Pennsylvania

Dear Customer,
We regret to hear that your experience has not been a great one. We want to help, but unfortunately we cannot locate your account with the information posted here. Please send your account information to customersupport@empire-today.com so that we can follow up with you.
Thank you.
ID
#941318 Review #941318 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Reason of review
Bad quality

We got carpet in 2013 from Empire. Was to be the "highest quality" they have.

Within 6 months the carpet began peeling away from the backing. Empire came in and said it was defective and replaced all 1200 sq foot. Within a year it occured again. Their inspector came in and took a "sample" leaving a quarter sized hole that they later refused to replace.

The "3rd party" inspector stated it was not a defect and they decided to stretch the carpet where it was peeling away and reglue it only after I contacted BBB. It was okay for about 2 months and then began to do the same thing. Empire offered me "better quality carpet." For "$400" a room which is hilarous because they assured me I had purchased the best to begin with. I later dropped the issue and am just waiting to save up to buy better flooring for our home.

Never would recommend anyone to this company!

Their salesmen lie, their customer service is rude, and their warranties have a lot of loop holes.

Empire Today's reply to:

Empire Today - WEAK LOUSY CARPET

Dear Customer,
We have read your review and are disappointed to hear that your product is not meeting your expectation. We want to learn more, but are unable to locate your account. Please email your concerns to customersupport@empiretoday.com so that we can follow up with you.
Thank you.
ID
#916121 Review #916121 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Reason of review
Bad quality
Loss
$6000

JUST 3 YEARS AGO I PURCHASED WALL TO WALL CARPET FROM EMPIRE. NOT EVEN 3 YEARS INTO IT IT IS SO WORN LOOKING.

STAINS SHOW UP SO READILY NO MATTER NOW CAREFUL I AM. I AM A NEAT FREAK AND THIS CARPET IS A TOTAL DISGRACE. I WAS TOLD BY MY REP THAT IT WOULD LAST 10 GOOD YEARS AND DEFINITELY ADD TO THE VALUE OF MY HOME. NO WAY.

I SPENT $6,000 AND I AM SO UPSET AND DISAPPOINTED BY THIS PRODUCT. I DEFINITELY FEEL I SHOULD BE TAKEN CARE OF AND THE WHOLE RUG SHOULD BE REPLACED. AND MY LAMINATE THEY DID IN MY KITCHEN AREA IS *** TOO. I AM CONSTANTLY ON MY HANDS AND KNEES WIPING THE SMEARS AND SPOTS.

IT'S A DARK SHINY PATTERN THAT KEEPS SHOWING NASTY SPOTS. BUT THE CARPET IS TRULY A VERY BAD PRODUCT.

ALL MATTED DOWN. YOU ABSOLUTELY FEEL LIKE YOU'RE WALKING ON A FLAT BOARD.

1 comment
Anonymous
#1221180

Wow we have same problem only 2and1/2 years old . We called and finely got back with 2 weeks latter and was told it would cost $80.00 to have someone come out and look at it .Time to get a hold of B.B.B.

and maybe file law suit from all the bad revues I am seeing . Contract # 004FABH126 badgero.jack@yahoo.com .Just put that up to see how concerned ETCustomerSupport is .

Empire Today's reply to:

Empire Today Carpet Flooring Review from Richmond, Virginia

Dear Marie,
We regret that you were not satisfied with your product purchase. If you continue to have questions or concerns please email us at customersupport@empiretoday.com.
Thank you.
ID
#884096 Review #884096 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Reason of review
Bad quality

Please do not associated yourself with this company. I purchased high grade carpeting from Empire in 2013 with the highest grade of padding they offered.

In 2015 I noticed rolls in the carpeting in every room. It appears that the installers did not properly stretch the carpeting nor the padding. I regret wasting my hard earned dollars for their shoddy materials and installation. They say they have reasonable prices with good quality flooring..believe me, this isn't true by a long shot.

Now I have to redo carpeting for each room.

If you want good quality, shop elsewhere. I give Empire a 0 rating.

1 comment
Kennidy
#1186674

Hello,

Thank you for bringing your concerns to our attention. We regret that your product is not meeting your expectations.

We would like to help make things right for you, but unfortunately, we cannot locate your account with the information posted here.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.

-Empire Customer Support

Empire Today's reply to:

Beware of Empire Today!!!

Dear Betty,
Thank you for making us aware of your concerns. We understand that we have since completed the installation. For future concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#872130 Review #872130 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Reason of review
Bad quality

I ordered carpet from EMPIRE TODAY in Staten Island with their Salesman Tony (worst salesman ever!) and got the old bait-and-switch!!! I chose a high quality carpet and when it arrived it was low grade garbage!

No wonder EMPIRE doesn't let you have swatches when you make your purchase! They also insist on full payment PRIOR to installation. Luckily, I caught it early and cancelled my order. Even the installers said the carpet was cheap and not worth the amount I was paying.

Tony was useless when I called him. He complained that he was too busy to come back to my home to attend to the problem and hung up on me twice.

1 comment
Kennidy
#1178338

Dear Customer,

Thank you for bringing your concerns to our attention. We realize that your time is valuable, and we regret the level of service that you received.

We would like to help make things right for you, but unfortunately, we cannot locate your account with the information given.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.

Empire Today's reply to:

Empire Today - Buyer Beware

Dear Tina,
We are aware that we have spoken to you since your post. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#855321 Review #855321 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Cons
  • Lack of resolution
Reason of review
Damaged or defective
Loss
$2975
Preferred solution
Full refund
Empire Today - Buyer Beware
Empire Today - Buyer Beware
Empire Today - Buyer Beware

In January 2013, I had carpet installed in my three year old old. I now realized that I was taken advantage of, as the Empire Today carpet was not any better than what was installed by the builders and it was installed professionally.

I had the carpet cleaned, the company that cleaned it noted all of the concerns that I had. Interesting enough, the same comments that Empire Today sales rep made about the builders carpet in 2013 were made about the carpet installed by Empire Today. Empire Today has not come in to the home as requested and unfortunately, I paid for the carpet cleaning in cash and I do not have a receipt.

I have wasted about three thousand dollars, not to mention the time and frustration. I am literally right back at square one.

1 comment
Kennidy
#1165497

Dear Customer,

Thank you for bringing your concerns to our attention. We are disappointed to hear about your dissatisfaction with Empire, and would like to learn more.

Unfortunately, we are unable to verify your Empire customer information.

Please contact customersupport@empiretoday.com for further assistance.

-Empire Customer Support

Empire Today's reply to:

Empire Today - No show Empire

Hello,
We are disappointed to hear about your dissatisfaction with Empire. We would like to learn more, but unfortunately we are unable to verify your Empire customer information. Please contact customersupport@empiretoday.com for further assistance.
Thank you
-Empire Customer Support
ID
#844812 Review #844812 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Reason of review
Poor customer service

Empire didn't show up after I drove 2 hours for an appointment. I wouldn't do business with them if they gave me the carpeting.

Oh and after I called and was informed they wouldn't be at my shore home until 930 they asked me if I wanted a $50 credit and I laughed at them, Then they asked me to hold on while they cancelled my appointment. At least my daughter and I had a good laugh at that one.

Needless to say I didn't "hold on"... I laughed for about 5 minutes at that one...

HAHA!!!

Empire Today Products and Services Reviews

Product or Service Reviews
Carpet Installation  1.8 90
Flooring  2.3 118
Flooring Installation  2.1 61
Vinyl Flooring  2.1 6
Customer Care  1.5 57
Empire Today's reply to:

Empire Today Carpet Flooring Review from Wyoming, Michigan

Dear Kathy,
We want to ensure that all your concerns were addressed. Please direct any unanswered questions to customersupport@empiretoday.com.
Thank you.
ID
#834922 Review #834922 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Reason of review
Poor customer service

Omg horrible horrible customer seevice the girls that answer the phone are very sweet and i understand they just tslk to custumers. Howerever we had a crew come install 2 rooms of carpet.

Love love love my carpey BUT our livingroom had a poor job of instsllation bedroom looks amazing. Our living room trim has been destroyed we have visible seems with carpet freying and pulling up and very visible 2 different shades of same carpet. Been bumped frkm getting service to repair 2 times cant get anyobe to call you back or show up to do repair when they say they will. Sellibg you carpet next day service.

I stalling carpet next day service. Repair their mistake impossible

1 comment
Kennidy
#1149753

Hello,

Thank you for bringing this to our attention. We to help!

Please contact us at customersupport@empiretoday.com so we can start working towards a resolution.

Thank you.

Empire Today's reply to:

Empire Today - Horrible Carpets and Terrible customer service

Dear Scott,
We regret to hear that you were unsatisfied with your experience. We are aware that since your post, we have addressed your concerns. For future inquiries please contact us at customersupport@empiretoday.com.
Thank you.
ID
#832804 Review #832804 is a subjective opinion of poster.
Product
Empire Today Carpet Flooring
Cons
  • Communication
  • Quality
Reason of review
Bad quality
Loss
$3400
Preferred solution
Full refund

We purchased a full house of new carpets and laminate floor with a 20 year warranty. Only 3 months after installation, the entire upstairs carpet looks like it has been through 50 years of walking!

It is matted down everywhere and fibers are coming apart. After calling customer service, they stated they would look into it and get back to us by the end of the week. We called twice a week to find out what the verdict is.

Finally, after a month, they returned our call and said our claim was denied!

So, I think the next step is the better business bureau. Empire is not worth it, spend a few more dollars and don't go through what we're going through.

2 comments
Kennidy
#1147374

Hello,

Thank you for making us aware of your experience. We want to help, but are unable to find your account with the information given.

Please contact customersupport@empiretoday.com, so we can address your concerns.

Thank you.

Odyssey
#1150387
@Kennidy

I tried contacting customer service (again) several times in the last week. I've received no response (again).

Your customer service is very bad and seems non-existant most of the time.

If you really want to find my account and purchase you can.

I'm the only one with this name in this area. If you look a little harder I'm sure you'll find it.

View more comments (1)