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On 2/21/07, a sales representative from Empire came to my house to give me a quote. The representative measured the two rooms (living room and bedroom), advising me that it totaled 80 square yards. I picked out two different samples. For the less expensive sample, he advised that it cost $29 per square yard, including removal of the existing carpet, padding and installation. Including taxes, he quoted a price slightly more than $2,500. After I hesitated, he stated that the "sale" would end that day. I asked him what the "regular price" was, and he responded that it was $38 per square yard. After I hesitated further, he asked how much I would be willing to pay. I paused, then stated, "maybe $2,000." He said, "Okay, but I need to know now." I hesitated again, and then I left the room to call a contractor-contact of mine to ask if that price was reasonable. He advised me that the price was high. I told the sales representative that I had to think about it, and I would call him the following week. After he left, I had an independent carpeting contractor come to the house to give me a competitive quote. The other contractor came to my house later in the day to take measurements. He advised me that the two rooms totaled only 68 square yards. Thus, the Empire sales representative lied to me about the total yardage. I decided to drop it, and not call Empire back.
The most egregious act by Empire, however, was still to come. On 2/25/07, I received a call from an Empire telephone representative, who asked me if I was interested in purchasing the carpet. Without explanation, I said no. She responded that Empire could beat the last quote. I stated that I was still not interested. She asked me why. I then started to explain the entire story, including that Empire lied about the amount of square yards. Before I was finished explaining what had happened, but after I told her that Empire lied about the total yardage, the Empire telephone representative hung up on me. I fully expected her to apologize and tell me that Empire would undertake an investigation, but instead she did just the opposite. By hanging up on me, she exposed Empire for the fraud it really is. Obviously, this was not a situation where the sales representative who went to my home was a "bad egg." To the contrary, by hanging up on me, she proved that Empire is in on the fraud. Empire's fraudulent scheme, among other things, is to overquote the amount of square yards needed. Empire should be shut down.
The complaint has been investigated and resolved to the customer's satisfaction.
called yesterday for appointment to estimate said would be there between 9 and 11 on sat. it is now 12:30 and not hear yet! what a bunch of losers! I will go with my local HOME DEPOT! Thanks for the site. Later losers
Thank you for the ten Complaint postings. I read every one of them and then called to cance tomorrows appointment which I just made this afternoon.
Got through to a live body but when she heard that I was cancelling my appointment and that I was not interested in re-scheduling said she would transfer me to the person who could do that. Ten minutes later she returned and said I should call back tomorrow.
That caused me to become very factual and described my findings and consider this notice as a cancellation.
She put me thru to another person who offered me $50.00 off my purchase ( ON WHAT PRICE ?) if I re-scheduled.
That confirmed my readings and intent. We cancelled tomorrow's appointment. Thank you for the insight.
overpriced, high pressure, arrogant, they are not helping our industry at all. Buy from your local experienced installer. Lower price, one on one service. I know, I am that guy. I value ALL of my customers. ALL OF THEM
Thank you for brining your concerns to the attention of Empire Today. Empire Today is dedicated to providing world-class customer service to every customer. Unfortunately, we are unable to reference your account with only your first name as provided on this website. We would like to work with you to resolve your concerns. Please contact us at CustomerSupport@empiretoday.com for further assistance.
I had a similar experience. I felt highly pressured in my home and ended up calling and canceling, however the carpet installers arrived at my home the following day to install the carpet and they stated they had no record of me canceling despite the fact that I spoke with the person who came out and measured. I felt humiliated and embarrassed when the installers came out anyway and I felt pressured once again to have them install the carpets/flooring anyway. I finally just called and spoke to the sales rep and was quite angry I felt as if I was being duped.
A few months later, I received several quotes for comparable flooring with a much lower price tag!
I think they get customers who are desperate to get things done and get those of us who are impatient and impulsive- and... naive.
JUST TRIED TO GET INFO ON PHONE TO NO VALE. THEY TOLD ME TO GET INFO I WOULD HAVE TO SET APT FOR SOMEONE TO COME TO MY HOME, I'VE NEVER HEARD OF ANYTHING LIKE THAT BEFORE... I'M GLAD I SAW THE COMPLIANT LIST.. I'LL BE LOOKING ELSEWHERE FOR MY CARPET... THEY SHOULD BE OUST...
Empire Today is owned and ran by various Russian family's around the country. They sub contract out to other company's for their installs. The ball is almost always dropped when dealing with them. I have seen them as a super for a custom home builder go to install one of my homes came out and not only installed the carpet with about 60 seams. (only needed 5) but un-irritated in the tub. Beware when you purchase from these people your dealing with multiple company's that act as one. The main is Empire, then your flooring dealer (which if you have a problem you have to deal with) then your subcontractor.
I'm so glad I saw this ! I was looking for empires number via the web and saw this comment thread.
I'll find somebody else to quote it.
Thanks,
Joe!
Im actualy waiting right now for the empire estimate guy, Im glad I got to read these reports, thank you
To make my home more attractive for sale on the market, I will be recarpeting it. In addition to getting my first quote from one retailer, I wanted to get a second quote. I thought I'd check out Empire, since they do such a huge amount of TV and radio advertising. I went online to get their phone number & noticed this "Complaint" listing. Thanks to this listing and complaints, I won't even be calling Empire. I appreciate whoever set up this site and those who wrote up their feelings about Empire -- what a despicable operation!
Thanks for this site as well as the complaints. I have an appointment for an Empire free estimate next week and am canceling. There commercial sounded too good to be true.
I had a similar experience, except that I was naive enough to purchase the cheaper carpet they recommended that I was grossly overcharged for. The carpet shredded so excessively that it clogged every vacuum cleaner I tried. Within one year the carpet was so worn that it looked at least 5 years old. When I complained and Empire came out to inspect it, I still did not get a response back. I had to call customer service only to be told that it needed to be steam cleaned. When I filed a complaint with the Better Business Bureau they made up all kinds of things to say that I voided the warranty. They have refused to give me any kind of credit. I ended up having to give a carpet allowance when I finally sold my house. I agree that they are crooks and selling extremely cheap products at above market prices. It seems that there should be some kind of recourse against companies like this.
Thank you for bringing this to our attention. We have looked into this complaint and unfortunately we were not able to access you though our system. We will be more than happy to discuss your concerns with you. Here is our toll free number that you can use for your concerns... [protected] and ask to speak to one of our Resolution Team members of whom will be glad to assist you in any way possible. We look forward to speaking to you very soon. Have a great day.
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. Unfortunately, we were not able to locate any of your information that may link us to your account being that you did not identify yourself at any time. Please give us the opportunity to correct your issues at a suitable time. You can reach us at [protected] and ask to speak to one of our resolution experts and please give us either your telephone number that links to your account or your contract number. Thank you have a great day.