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4.4 3 Reviews 843 Complaints
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Empire Today Complaints 843

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Empire Today bait and switch, terrible service and products quality!

I was interested in replacing all of the carpeting on the second level of my home. I had an Empire salesman visit my home to show me some samples. I selected a rather expensive carpet and arranged for installation. I spent an entire day removing furniture, clearing out walk-in closets, etc. in preparation for installation. The day of the scheduled install, a representative from the company called to say that the carpet I selected was not immediately available, but another carpet of even higher quality in a similar color was available. I hesitantly agreed, though my instincts told me that something was amiss. Fortunately, I was home when the carpet arrived. It turned out to be a terrible excuse for carpeting and nothing even remotely similar to what I had selected. I did not accept delivery and went with another company, though it took a considerable amount of time to get my deposit refunded to me.

Upon further investigation of the company, I discovered that this seems to be their MO. The salesmen work on commission and as such, the idea is to get the consumer to pay top dollar for a low cost product - it appears they "bait" the consumer with a seemingly high-quality product and then, once the consumer has gone through significant effort to accommodate installation, they "switch" to an inferior product with the expectation that the consumer will accept it rather than start from scratch.

If anyone has had a similar experience, you local consumer affairs agency should be contacted, since Empire spends a considerable amount of money on advertising and they should be investigated for fraudulent practices and misrepresentation.

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Forget about it
Downers Grove, US
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Jul 26, 2012 6:40 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I hate empire! We got crummy carpet. Not what we paid for. I want it removed and my money back! Next step is bbb. Please don't get carpet from this place you get garbage in return.

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Frank from Phila.
Pittsburgh, US
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Dec 24, 2010 11:39 pm EST

1/10th of 1 percent. That is what the above represents. Line up one million people ans select ONE. That is the percentage of unhappy customers this company has. Anyone who reads this should reflect on thier own family tree. Everyone has at least one WHACKO in the family. I am a REALISTIC satisfied customer whose initial install did not go smoothly. Empire addressed the issue in one day the very next day... Vacuum once in a while, clean up after you spill something. Carpet does not clean itself. Finally, lose some weight. 95% of you are over weight. Shed some pounds by pushing a vacuum around. Geez!

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MSlater
East Fallowfield, US
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Dec 14, 2009 4:08 pm EST

I had Empire carpet my entire basement (650sq. ft.) almost 5 years ago. The salesman did a great job, and everything went exactly as promised. The installers showed up right on schedule the very next morning, and were in and out in a few hours. Everyone was polite and professional, and they did a beautiful job. Five years later the carpet still looks and feels brand new (and this is our main entertaining space, mind you).
I'm considering them for a bathroom re-fit this year. My experience was great and I'd recommend them to anyone.

M. Slater
East Fallowfield, PA

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steve
marcus hook, US
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Apr 26, 2009 3:05 pm EDT

I am very concerned. i had ordered carpet from Empire and installation was to be on Monday. the saleman called o n Satureeday and talked to my wife. he said "they were low on the carpet i ordered' but they coule replace it with a "higher grade" he said at the sales meeting "he thought of us right away." this seems to be similar to another comment that was posted and tells me i should not walk way but run as fast as ai can from this. The installation was pu off for aweek and he is coming on Wed.

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Lisa
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Aug 29, 2008 5:21 pm EDT

We never even got this far! I called the Empire phone number one day in desperate need of new carpeting and after getting a machine over and over, decided nobody was answering and left a message saying I needed someone out to the house the next day (as they promise) with samples. Not only did they not come, but they never even returned the phone call. Needless to say, I went with a local carpet installer, whose workers did a fantastic job. It helps when you use a local company whose bosses care about their quality of work.

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Michelle
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Aug 02, 2008 1:31 pm EDT

I am so glad I came upon this website. I am going to cancel my appointment I made for Monday Night. I need good carpet for my house with kids, animals and a business going on in here it gets lots of wear.

Thanks everyone for posting.

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Sunday Ippolito
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Aug 02, 2008 10:15 am EDT

I called Empire, there salesman seemed nice and knowledgeable. The samples are small squares so it is hard to visualize how it will look in your home. Anyway the salesman told me the carpet I liked was a 580z. frieze. There was another sample that I liked as my second choice and he said that carpet was a 63oz. After getting my house ready for installation they brought out a carpet. When I went to check it out if felt really thin, not at all like a 58oz carpet should feel. The installers started working in my bedroom tearing out my current carpet, which by the way is 100 times better than the carpet they brought. I felt uneasy about the carpet they brought me so I called Empire and asked the customer service rep what the ounce weight of the carpet was. She replied 32oz., I had the installers quit. Meanwhile they left and I have my exposed pad and no furniture in my bedroom. The salesman comes back to my house and said, "I thought that carpet was 50 ounces, sorry about that." He brought my second choice back and now all of a sudden it went from 63ounces to 50 ounces. The salesman was a carpet installer before he became a salesman, so he is no idiot. I really think it is Empires MO to deceive and rip people off. I have called customer service twice and they apologize and say they will have someone contact me between 1 and 3 business days to bring out a better quality carpet. Now that I don't have a bedroom, all my furniture is crammed in my loft because they moved it out of my bedroom. I've been sleeping on the couch for 2 days and am pissed! Now I am in the process of working with Home Depot for new carpet.

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Albert Gore
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Jul 29, 2008 4:40 pm EDT

I just want to thank everyone for their input on this website. We had an Empire Rep scheduled to come to our home between 7 and 9 PM tonight. He called a little while ago to either come two hours later or cancel because the company had overbooked him. I told him that we would call the toll free number and reschedule. After reading all of the posts on this website, I would rather call the Munro Brothers from Green Acres to come to my home and sell me carpet and hardwood. Thank you all for your help.

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Enid Rodz
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Apr 03, 2008 9:16 pm EDT

I would like to thank the creators of this site for the VALUABLE info! I am in the process of remodelling 25 of my rental properties. Of course, remodeling involves carpeting. Thanks to this information, I can remove Empire from my list of companies to contact.

Empire's jingle is sticky, so they would have been my first people to call for this type of service. Thanks again for the info provided. :-)

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sue thompson
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Mar 19, 2008 4:11 pm EDT

Almonst 3 1/2 years ago my husband and I purchased carpet from an Empire Salesman, who stated that the carpet would be installed the next day. The installers showed up only to find out that I had tile flooing which was not addressed to them by the salesman. This held it up and extra day.

My next issue with Empire is that I lodged a formal customer service complaint and kept getting tossed from person to person. When the installer placed our carpet the cracked all the tile on our fire place. Empire came out and took pictures and stated they will take care of teh problem but never did. Everytime my husband or myself would call Empire they would just keep transferring us to another operator. When asking for a manager they kept stating he was not available. They also did not place down and carpeting stripping on the edges of the carpet from one rooms to another. Therefore the carpet in the hallway entering into the kitchen looks like crap as does the carpet in teh hallway entering my sons rooms.

They also state we were getting top quality carpet, but that was not true as the carpet is not plush and it is made like sandpaper. I feel that Empire has the right to back up there products and give quality customer service but they don't.

I think Empire has the worst customer service and the worst carpet.

I guess my next step will be to call the news station to get this rectified or the Better Business Bureau.

I also GE Money Bank stand for Getting Extra Money from people.

My experience with Emprie Carpet has left a very bad taste in my mouth. Especially since they have never come back to fix my beautiful fire palce which was ruined when the installers used their kicboard against it when they were installing the carpet.

I would not recommend this Empire to anyone. My next step is to call the BBB and the local news station.

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Empire Today ruined my house and have been ignoring me for 8 months!

Empire Today installed carpeting in my house and left my house in shambles. I had carpet installed on February 6, 2006 and I have requested that Empire get their carpet out of my house for eight months.

The carpet that was installed had no padding underneath of it, the installers cut all the cable wires in 5 bedrooms of my home, they slashed all the wood baseboards in each bedroom, they ripped wall paper off the walls and they left furniture broken in my home. In addition to all of this in two of the rooms the carpet was not even attached to the floor. They sent out another installer who said it looked like an “abortion.”

After 2 weeks and 4 subcontractors later, my house was still not fixed and the carpet was still horrendous. I have contacted Michelle Ramos and Cynthia Dunlap 8 times to have their product removed from my house. I signed the Notice of Cancellation within 3 business days and they still have not come out and picked up their carpet.

As a matter of fact, they have just sent me a letter telling me that they are going to put a mechanics lien on my house if I do not pay them the money for the carpeting. They are harassing and bullying me when they are the ones who ruined my house and have been ignoring me for 8 months.

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saravanan
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Sep 17, 2007 9:25 pm EDT

mobile phone Rs;14000/- N80 NOKIA

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Jared McAnally
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Jun 04, 2007 2:22 pm EDT

Waaaahh...

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Empire-Today
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Dec 21, 2006 8:53 am EST

Thank you for bringing this to our attention. Total customer satisfaction is important to us here at Empire Today. We take customer feedback very seriously and we are always striving to improve the customer’s experience. We have reviewed your posting and are currently researching this matter. Unfortunately we do not have any information regarding your account with empire-Today. We would like to speak with you to apologize and try to bring closure to this matter. Please contact one of our Resolution Specialist at [protected] one of our representatives will gladly assist you. Have a great day!

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Empire Today just started doing business in NC, and have started a huge t.v. ad campaign. My wife saw the commercials and we figured we'd give them a try. I called and set up an appointment and they sent someone at my earliest convenience. So far so good. The estimator shows up and immediately put us off by assuming that my wife and I weren't southerner...

Read full review of Empire Today and 102 comments

About Empire Today

Screenshot Empire Today
Empire Today, commonly known as Empire Carpet, specializes in home improvement and furnishing services, offering a range of products such as carpet, hardwood, laminate, vinyl flooring, and window treatments. They provide in-home consultations and next-day installation on many of their products.

Overview of Empire Today complaint handling

Empire Today reviews first appeared on Complaints Board on Nov 8, 2006. The latest review Cancellation was posted on Jun 19, 2025. The latest complaint Vinyl flooring installed cracked chipped and rolling up was resolved on May 23, 2025. Empire Today has an average consumer rating of 4 stars from 846 reviews. Empire Today has resolved 692 complaints.
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  1. Empire Today Contacts

  2. Empire Today phone numbers
    +1 (800) 588-2300
    +1 (800) 588-2300
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    +1 (855) 972-3100
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    +1 (866) 379-0755
    +1 (866) 379-0755
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  4. Empire Today address
    333 Northwest Avenue, Melrose Park, Illinois, 60164, United States
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    Jul 03, 2025
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Empire Today is ranked 4 among 44 companies in the Flooring Installation category

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