Empire Today's reply to:

Empire Today - Not happy with installers or high pressure tactics!

We’ve read your review, and it’s disappointing that you did not enjoy your experience with us. We would like to know more about the issues you encountered and address any unresolved concerns that you have. Unfortunately, we are not able to locate your account with the information posted here. Please call us at 888-588-2315 x3555 or send your contact information to customersupport@empiretoday.com. Thank you. Angelica Snell, Resolution Team Manager
#658514 Review #658514 is a subjective opinion of poster.
Reason of review
Bad quality

I had my laminate installed in my condo back in January of 2008, with blinds on all windows, which ended up costing me almost $10,000! My condo is not even 1,050 feet.

First of all the salesperson was nice and informative but when I called the next day to say I needed a day or two to think about it, the pressure was on for them to try and convince me to come out the next day (so I wouldn't change my mind - I'm sure!) The crew came out, about 6 of them, contract workers, and only the foreman and his son spoke English. It took appx. 12 hours for the installation. The next day or so I went into my second bedroom and noticed something was not right.

There was a picture missing off the wall. It was placed in the closet on a shelf possibly in hope I would not notice ... It had fallen and the glass was broken. When I complained to Empire Today, they said they would replace the frame.

It was not the price of the frame, it was the hiding of the broken picture!

I did not like the high price, the fact that it was cold outside and they did not let the laminate flooring warm up and reach room temperature before installation as I've learned they need to to (it was JANUARY and coooold outside!) nor did I appreciate their high pressure tactics! All I can say is -- BUYER BEWARE!!!

Empire Today's reply to:

Empire Today - Empire Carpet Co. Blows

Patrick, we understand that we’ve recently spoken to you about your concerns and agreed upon a resolution. If you have any additional questions or concerns that you’d like to discuss, please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
#342008 Review #342008 is a subjective opinion of poster.

Alan Zachery, customer service mgr, has ignored my calls for over a week. My wife and have purchased carpet from Empire 8 or 9 months ago. We were really unhappy w/ it, so we called, they came out, upgraded us at OUR cost, and now this carpet is even worse. This was supposed to be their best. It sheds so bad, that there is not a vacuum strong enough to suck up all the loose fibers without bogging down the machine. I have tried them all!

Empire sends their own inspector and he kind of agrees, and informs us that this carpet probably missed the final combing at the factory before is was rolled and shipped. Now this is the second mention of this so called final combing at the factory. Their solution was to send out the carpet cleaners and have then wet it and heavy duty suck it to remove all the excess fibers. We let them do this, even though I was calling BS on it. They moved no furniture, and only did the walk areas.

We still can't vacuum without unclogging the machine. We are using a carpet rake , and are gathering up basketball size of carpet fuzz balls.

When empire turned us over to Alan Zachery, customer service mgr., I ask him about this final combing stage at the factory. He says he has never heard of that and asked who did I hear that from. He was shocked when I told him 2 of his prized employees. He claims he trained them, and never taught them about a mysterious final combing. His plan now, was to send an independant carpet investigator to survey my situation. Now this is a company that Empire is paying to come give an unbiased opinion of my *** carpet. Not real fair. We went with it 2 weeks ago, and now we have heard nothing. I have called Mr. Zachery every day the past 2 weeks and left messages. No response.


My opinion is Empire sells factory seconds, so you pay for this much, and you get this much is a total scam.


Empire Today's reply to:

Empire Today - Rip off salesman for Wood Laminate Flooring

Ray, thank you for bringing your concerns to our attention, we’re disappointed that you were not happy with your sales appointment, as we always want our customers to be completely satisfied. We’d like to discuss our pricing with you and hope that you’ll reconsider using us for your home improvement needs. We’ve attempted to reach out to you, but we have yet to hear back. Please call us at 888-588-2315 x4195 or email customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager.
#304210 Review #304210 is a subjective opinion of poster.

I had an empire salesperson over for an estimate recently. Empire was doing a Buy one room get 2 Free for flooring. We were going to install Wood Laminate flooring in our family room by ourselves. We figured we had two bedrooms that needed carpeting we might as well take advantage of the deal and have them do the family room install. Wood Laminate is relatively cheap but very durable and perfect for our family room and how often it gets used. The most any DIY center sells it for is $4/sq ft, and typically not more than $3 for the nicer product. We figured it wouldn't cost much more for installation. We were wrong.

The salesman seemed nice. He showed us a few samples and we picked a color of the only HW Laminate they offer (didn't give us a price per sq ft). He said it is made by Armstrong specifically for Empire. Armstrong is an OK brand and at most goes for $3.50 a square foot so I figured this will be relatively inexpensive. He measured the 2 bedrooms, we picked out cheap carpeting. He sat down for 5 minutes with his calculator. Keep in mind our Family room is 350 Sq Feet. He came up with a cost of $4200 for just the Family Room! That is $12 per Sq Ft for just the wood laminate! There is no possible way that the flooring was more than $4/sq ft, and two installers aren't getting paid $3000 for a 6 hour job.

I simply asked him to leave our house. He then asked me to give him my budget (Which was $3,000 for al three rooms) He then said "If I can do all three rooms for $3,000, can I get the sale today?" I said maybe. He then magically did some calculations and said he can do the Family Room for $3045. He gave me a Full $1155 off because I asked? Right there is the sign of a shady salesman. $3045 for 3 rooms wasn't bad. But of course the catch is the special sale didn't include the padding, molding, or the installation for the "free rooms". So the Three rooms (buy one get two) came to $4500. We had him leave, and told him there was no way we could do it for that price. He said he can try to get it cheaper but I'd have to promise to make the sale today. We didn't and just had him leave.

If anyone from Empire Today reads this I would like you to respond and tell me that this was a rogue salesman, and that not every salesman you send into a home is a thief. I understand that your prices are "all inclusive" But $4200 for a Simple 350 Sq Ft room removing carpet and installing simple wood laminate is ridiculous. And anyone who ever installed wood laminate can verify how easy it is to install, and how inexpensive even the best product is.

Thank you for reading this, and I hope to hear back from an Empire Today representative soon.

Empire Today's reply to:

Still no satisfaction from Empire Today.

Star, we’re truly sorry for your missed installation appointments and any inconvenience you were caused. We’re dedicated to addressing and resolving any customer concerns. It’s our understanding that we did speak with you earlier this month to discuss a resolution. If you’d like to discuss our offer or have any other questions or concerns, please email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
#262535 Review #262535 is a subjective opinion of poster.

Empire Today, LLC has still not satisfied my requests to speak to the CEO about my previous complaint. They owe me $234 for 2 times I had to board my dogs because they promised to be here to install floors on 2 dates and did not show up or call letting me know they weren't coming.

They always promised to pay the $234 for boarding, but now they are trying to silence me by asking me to sign a waiver stating I will not complain to anyone ever again. They are now holding the money they owe me hostage.

Empire Today's reply to:


Madeline – We’ve read your post and are sorry to hear of your frustration. It is my understanding that we have been in contact with you, and offered options for resolution. Your satisfaction is important to us, and we would like to discuss your concerns further. If you are interested, please contact us at customersupport@empiretoday.com or 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
#259522 Review #259522 is a subjective opinion of poster.

Do Not choose Empire Carpets for your new carpeting needs!

The salesman came to our house 2x b/c I cancelled my first order.

He came back and said that his manager authorized him to meet the price we rec'd from Home Depot plus the quality of Home Depot's carpeting.

THEY DID NOT meet the quality at all! I was late meeting the installers at our new home on the day they showed up. Being very busy with remodeling, packing, moving, etc. I didn't catch the lower grade than ordered! They installed all of the carpet and when I found my sample from Home Depot, it was night and day! I was thinking to myself the day the carpet was delivered "This doesn't really feel right?!" But like I said, I was late, the installers were wanting to get started and with my trying to juggle too many balls up in the air at one time, I should have gone with my gut feeling! It took us (my hubby and I) after leaving probably close to 12-15 messages with the customer service manager over a 6 week period to finally get a call back! (They brag about their customer service being "the best!") HAHA! Long story short - I signed the agreement before our salesman (Paul Vessel - BIGGEST LIAR IN THE BUNCH!) changed the grade/color on our agreement (my fault!) I trusted him when he said "he would take care of it!" They meet the price of Home Depot alright, but the quality was WAY UNDER THAT of HD carpeting! I wouldn't buy a throw rug from Empire ever again and I hope any of you reading this don't either!

My hubby did get a chance to do a little "dig" to them today. Hubby is an A/C salesman and during a bid he was giving today, the subject of carpeting just happened to come up from the guy he was giving a quote to. My hubby told him "Don't use Empire" and the guy thanked him and told him that he wouldn't! Hubby is gonna tell everyone that he gets a chance to tell when he is in their homes giving them a/c/heat bids!

NO MORALS AND BIG LIARS - that is what I have to say about Empire Carpeting in the Dallas, TX area!

Empire Today's reply to:

Empire Today Flooring is shady and arrogant!

Leland, we're very sorry for the delay you experienced with your installation appointments. We understand your time is valuable and never want any customer to be inconvenienced when improving their home. It's my understanding that we've been in contact with you recently and that we are currently working on a resolution with you. If you have any questions or concerns now or in the future, please don't hesitate to email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
#253335 Review #253335 is a subjective opinion of poster.

Empire Today Flooring is the absolute worst company I've ever dealt with! They kept promising and lying to us about the day our wood flooring was going to be installed for a month!

We never heard from them before hand that the installation was not going to happen on the promised day which caused us to put our dogs in boarding unnecessarily three times. The excuse was always "it wasn't on the truck"... do they only have one truck? We always had to initiate the call several times on the promised days of installation and on one occasion the rep said "I'm sorry, I just got your call...

I was in the gym"! He was supposed to call us at 7:00am that day! The next promised installation day, we again had to initiate several calls and finally heard from the VIP rep at about 1:00pm that our flooring was not on the "truck" and although he had promised to be here on that day, he said "oh, I was unable to answer your call because I was at our monthly award meeting"! Why did he promise us he and our flooring would be there since he knew that's when the monthly meeting was happening?

Also, they were going to install it without acclimating it which would have been a disaster. In trying to resolve this for one month, we encountered arrogant representatives with every inquiry!

Empire Today's reply to:

Empire Today - Getting the Run Around

Mrs. Sandoval, I apologize for the error that was made with processing the charge to your account and for the inconveniences this has caused you. We are aware of your situation and have been working on expediting your credit. If you have any further questions or concerns that we can help you with, feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
#229329 Review #229329 is a subjective opinion of poster.

My husband and I decided to get estimates for carpet (whole house). Steve Patterson, Sales Rep with Empire Today showed up on March 24, 2011 gave an estimate of $3200.

He then asked if we were going to finance. After finding out we were going to pay cash he said he would call his supervisor to see if he could get a discount for paying cash. The price dropped down to $2800 for the whole house. We had told him that we didn't want to have anything set in stone since we had appointments to get more estimates tomorrow (3/25/2011).

He said, that's fine but I would recommend that you fill out this form to be able to keep the price since he had to call his supervisor to get the price lowered. He said that he needed a credit card but along with it so that if we decided to go with them, then we could process it faster. He said several times that the card would not be charged. He also stated that there would be no charges either way until the day of installation.

With that said, we said ok... we want to be able to keep that price so he filled out a form and had us sign. I checked the bank account the following morning and noticed that the full $2874.34 was in pending status. Right away I went on the website to get a phone number and there was only a site for me to put my # to have a rep call me back.

I did that and after 10 minutes of getting no where, I asked to speak to a supervisor. I was put on hold and then I heard the phone pick up and then it was hung up. I called a local # 972-522-6000 and spoke with Megan. She put me on hold and said she was going to speak to the Accounting department.

When she came back she said that she would cancel the order and that the money should never have been taken out without our permission. I did advise her that I had the whole conversation recorded. I have a habit of recording all meetings and anything I might want to go back and listen to. I was given a confirmation number.

Megan also advised me that as soon as Empire Today recvs the money that it would only take about 30 minutes for them to reverse the charge and put the money back into the account, and that they would refuse payment. I decided to call Steve Patterson back after I arrived home. Steve's Cell # is 214-354-0504. He didn't answer the phone so I left him a voicemail.

I had asked him to call me back and that I had cancelled the order since the money was taken out even after being told several times by Steve Patterson that the money would not be taken out until the day the carpet was to be installed. When he called back I also mentioned that we had to cancel our appointment with other carpet companies because we didn't have the money we had set aside for this project. I had no idea when the money would be put back into my account. He apologized for what happened and said that he remembered after he had left that it would take the money out from my bank account.

Which just happens to be the complete opposite from what he said the previous day. Then he had the nerve to tell me that if we decided to go with Empire Today that he would talk to his manager and make sure that we are taken care of. That he would even see about upgrading the carpet and getting a better deal. He must be out of his mind if he thinks we are ever going to use Empire Today.

I would like the money refunded just as fast as they took it out, that's all I ask.

I also wanted to add that I left a few voice mails for Megan @ 972-522-6000 X3638 and her Manager Allan Zachary @ X4199 with no luck. The customer service line (Option 2) says that no reps are available. I called the corporate office @ 847-583-3000 and ended up speaking to Mahogany in Accounts Payable at X3117(Very Helpful... only one that really helped me out).

She transferred me to Maria at X7604. Maria gave me the same information that every other person I had spoken to has. I asked for her manager since the funds were taken without permission and that I didn't feel I should have to wait 10 business days to get the money refunded back into my bank account. Adam is Maria's manager.

He took the information that the bank gave as far as what needing to be on the company letterhead and faxed to my bank. I then called Mahogany back and she gave me the name of the manager over Cash Management Dept and her ext. India Reed @ Ext#5246. I called and left a message for India and it has been over an hour and I still haven't heard anything back.

I called Ms. Reed and left another voice mail and still nothing. I decided to call Allen Zachery back to see if anyone would answer. And to my suprise, he answered.

He said that it was taken care of a few hours back (funny...

that's not what corporate said) anywho...I filed a complaint with BBB and I will get my money back either way. Happy Monday!!

Empire Today's reply to:

Empire Today does not stand behind their product

Michelle, I’d like to apologize for the problems you’ve experienced and the frustration you’ve expressed in your post. We are dedicated to working with customers when they experience issues like yours. It’s my understanding that we’ve sent an independent third party inspector to your home to assess the issues you are having. Once the inspector has compiled the results, we’ll follow back with you to share the findings and work with you on a mutually agreed upon resolution. We understand the concerns you’ve expressed and want to work with you to make sure you’re satisfied. A member or our Customer Service Team will follow back with you soon to go over the results of the third party inspection report and will work with you on next steps. If you have any questions or concerns, please feel free to email me at customersupport@empiretoday.com or contact me via phone 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
#219888 Review #219888 is a subjective opinion of poster.

I've had my carpet for a little less then a year and my carpet already looks worn and matted. My mother-in-law also used their service and is also very unhappy. My carpet is actually bare where the chairs are!!

When you call for customer service they send out an "independent" carpet consultant to look at the carpet and give a report back to Empire Today. No big surprise that the reports always come back praising the quality of the carpet and that there is nothing wrong.

You get absolutely nothing out of Empire Today but Headaches and horrible carpet. I do not recommend them to anyone and would not even put this carpet in my dog house.

Empire Today's reply to:


I apologize for the inconvenience you experienced during your installation. We know that making improvements to your home is an important and big decision. It is our goal is to make it hassle-free and provide you with the highest level of service. All of our products are installed by professionals. Occasionally, there is additional work that needs to be completed before the product installation can occur. I have read you comment and it seems like we could have done a better job at communicating this to you before the job began. As a member of Empire and the Customer Service Team, I truly want to ensure you are satisfied with your products and installation. Since I do not have contact information to reach you, if you are interested in discussing your concerns, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
#179228 Review #179228 is a subjective opinion of poster.

We have had numerous problems with Empire Today not showing up and not responding to complaints. The products and workmanship were ok but they were unable to do more than strip out one floor and leave it for days because they "didn't have the subfloor, didn't have a crew" blah-blah-blah.

They costs us money in the end with days off, et al.

They did not contact us except a form e-mail when we complained. We will not use them again.

They misrepresent the service. On a prior installation they had left glue all over our kitchen!


Thank you for bringing your experience to our attention. We apologize for any inconvenience, and our customer service team would like to work with you to explore a resolution. Please contact us at 800-588-2300 so we can assist you.


Consumer Advocate Team

Empire Today, LLC


Thank you for bringing your experience to our attention. We apologize for any inconvenience, and our customer service team would like to work with you to explore a resolution. Please contact us at 800-588-2300 so we can assist you.


Consumer Advocate Team

Empire Today, LLC


Sorry to hear about your experience. There are so many companies who just don't care about your satisfaction. Try to find a WomenCertified company because they are trained, tested and monitored to deliver excellent service.

Good luck!

View more comments (2)
Empire Today's reply to:

Empire Today - Empire Carpets denied ever coming to my house

As a member of our Customer Service Management Team, I apologize that your appointment did not meet your expectations. It is our goal to ensure that customers are satisfied with every step of the Empire process. During our in-home appointments, our sales representatives provide you with a fully installed price as part of our shop-at-home service. They also work with each customer during their in-home appointment to select the right product to meet their needs. We would like the opportunity to follow up with you and the sales representative involved. Since we do not have your contact information, please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
#147873 Review #147873 is a subjective opinion of poster.

A salesman from Empire Carpets came out on Saturday to measure for carpet. I wanted an expensive carpet and he told me he couldn't give me an estimate on the spot but would call me no later than Tuesday.

When he didn't call I called him and he didn't remember me and denied ever coming to my house! Fortunately a friend had stopped by while he was here so I knew I hadn't imagined it.

I called his supervisor who agreed it was very strange and he would get back to me, I'm still waiting a month later.

I found another company (CC Carpet) that did a great job.

Empire Today's reply to:

I used empire today and they put the wrong floor it does not match the previous wood

I have read your post and would like the opportunity to speak with you regarding your experience with us and our installation team. It is our goal is to make your home improvement process convenient and hassle-free. Properly matching our products with your current décor is an important part of the in-home appointment. As a member of our Customer Service Management Team, I truly apologize for any damages that occurred and that you were not satisfied with your flooring. Since I do not have contact information to reach you, please email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195 so we may follow up with the professional installers involved and further discuss your experience. I look forward to hearing from you. Rebekah Clerk, National Customer Service Manager
#139877 Review #139877 is a subjective opinion of poster.

THey put the wrong color wood instead of matching it to the existing wood that they put in last year. THey messed up the corners.

They split black oily stuff on our couches. Left the house a mess. will never do business with them again. They leave people at the house that dont understand english.

My house is a horrible mess and they will call in three days so they say. when it came to selling they hurried us and send people the next day and now that we are screwed with a ugly floor they will take their time to call us back.

what good business ethics. what is wrong with America


I am confused. When wood is processed from a tree, each individual piece is different. It would be impossible to match from last year.

And the questions is -- did you not examine the product before installation??

Looks like the fault lies with the consumer. :p


I work for empire today in yhe NY warehouse. You as the customer should of looked at the flooring before it was installed. The installers just install period they don't pick colors; that's between you and the salesman.


I understand I did business with them one year ago and as I write they are in my bathroom installing ceramic tile for the third time. Refused to refund my money so I`ll have them here until they get it right. I paid a fortune for the floor and I demand a descent job!!!!


This is the worst company ever. They only work for their own benefit.

They do not pay the workers enough and charge customers over the roof prices.

Installers are there to do the laber work but get stuck doing what the office people supose to do and charge customers prices that are rediculious. :cry

View more comments (3)
Empire Today's reply to:

Done wrong by empire today

I have reviewed your post and would like the opportunity to have a member of our Customer Service Management Team review your file so we can follow back with you regarding the damages that potentially occurred during your installation. Based on the information your post, I’m not able to locate your contact information. If possible, would you be able to contact Rebekah Clerk, National Customer Service Manager at customersupport@empiretoday.com or call 888-588-2315 x4195. She will be able to gather the information so we can further review. We take all concerns seriously and would like the opportunity to reach out to you. Marlo Michalek, Vice President of Marketing Communications.
#139373 Review #139373 is a subjective opinion of poster.

I 'm headed to court. After reading all these complaints I found to be true.

My alarm wiring was damaged during installation of laminated flooring. It was working before the installation. Empire does not want to pay me $400.00 I spent fixes the repair, if I am wrong to do this, let the judge tell me so.From the beginning I saw the ad(very impressive ad) I called the salesman was nice and oh so good customer service. After the deal I called him to tell him what had happen & along came a devil not interested, I have your sale now.

Then I have fought to try to get my money,it will not break me but it is the other people that this may happen to. I am going to stand up for my rights. Oh, I failed to mention one customer service rep. hung up on me.

I will never buy anything or tell anyone to buy anything from Empire Today. All I wanted was a new floor and I got a Headache.

I am so sorry I purchased from them. Customer Service is not what it use to be.

1 comment

some cheap costumers just try to get Empire Today to pay for their pre-existing damage or deffective areas all throuhout the house, just by saying that the installers did it, and some actually get away wit it... yo dats foul play :(

Contact Empire Today Customer Service

Mailing Address:
333 Northwest Avenue
Northlake, Illinois 60164
United States
(800) 588-2300
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Empire Today Products and Services Reviews

Product or Service Reviews
Carpet Installation  1.8 90
Flooring  2.3 118
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Customer Care  1.5 57

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