Reply by Empire Today

Dear Heather,
Thank you for making us aware of this matter. Per our understanding, we have addressed your concerns. If you have any further questions please contact us at
Thank you.
Ypsilanti, Michigan
Customer service
Diversity of Products or Services
Price Affordability
Product or Service Quality

I found a hole the size of a golf ball in the middle of our family room the day after installation. That was the first time walking through the room since we were so busy the day of installation.

I called customer service and they said 1-3 day call back. I called back 3 days since I never received a call and they put an "urgent" ticket out for a 24 hour call back. It's been 24 hours and still no call. Fraudulent company and I want my $5000 back!!!

To add on top of things there are marks all over our walls, we fed the installers pizza and gatorade and this is what we get!?!?!? Worst company EVER!!!

Product or Service Mentioned: Empire Today Installation.

Reason of review: Poor customer service.

Monetary Loss: $5000.

Preferred solution: Full refund.

  • carpet installer
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Was this is issue resolved? If so, How?

They installed carpet for me last night and I noticed a hole this morning... Very frustrated to say the least!

to WillJUB #1173433

Hi WillJub,

This was the start of our process because they would never call us back when we called even after they "escalated" the calls. They were rude, unprofessional and we just kept nudging.

Finally they were able to come and replace the carpet but after we said we were still dissatisfied with their service and the fact that they'd come when we told them not to we were able to get $1000 back. Good luck and keep complaining and pushing.

It's not right! Open a BBB complaint and respond on time to the BBB so they don't close your case.


Hi Brian, thank you for bringing your experience to our attention. We never want our customers to be disappointed in the work that is done in their homes, and we regret that no one has followed up with you about this.

We want to ensure that everything gets completed to your satisfaction, and we will be contacting you shortly. You can also reach us at

Thank you. Angelica Snell, Resolution Team Leader

to ETCustomerSupport #1173424

HI Angelica,

I had carpet installed last night from empire and this morning I noticed a hole with missing fibers about the size of a nickel. Do you know what my options are? I called empire and I'm currently waiting for a call back with in the next 24hrs..

to WillJUB #1173462

Hello WillJub,

We want to help, but are unable to locate your account with the information given. Please contact so we can assist further.

Thank you.

-Empire Customer Support