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4.4 838 Reviews

Empire Today Complaints Summary

690 Resolved
147 Unresolved
Our verdict: Expect excellent service from Empire Today. While their resolution rate is high, always verify their service terms. Read customer testimonials, both positive and negative, to gauge their service's reliability and responsiveness. Have all relevant information ready when dealing with their customer service for efficient problem-solving.
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8:44 pm EDT
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Empire Today quality

Had carpet in less than a year and it was buckling in all rooms. Called in to have them re-stretch, now less than 1.5 years since the restretch it is bucking again and they will not stand behind the warranty.

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southernmedic2005
, US
May 10, 2011 8:40 pm EDT

Face weights actually have nothing to do with the pricing of the carpet. The pricing is based on the material the carpet is made with ie: nylon, polyester, ptt, olefin, etc and the type of carpet ie: cut loop etc which gives it it's different look and feel along with the twist rate. Empire was great to me and I referred them to several of my friends who had great experiences.

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Business Response.
Northlake, US
Apr 25, 2011 3:46 pm EDT

Mr. Hindman, As a member of the National Customer Service Team, I wanted to follow back with you about your post. I understand that we’ve spoken with you recently and explained that the one-year installation warranty for your product expired in 2009, however we have offered to work with you to address the concerns you’ve having with your product. We stand behind our products and installation and want you to be satisfied. I can be reached at customersupport@empiretoday.com or [protected] x4195. Rebekah Clerk, National Customer Service Manager.

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10:27 pm EST

Empire Today seemed like a good idea, but not

I'll start by saying that even though I read all the reviews, I just had a morbid sense of humor and wanted to see first hand just how sketchy Empire was.

I filled out the online in-home estimate request and then noticed somewhere that it stated if you weren't spending at least $750.00 that they would not come out so I emailed a cancellation request (only needed 20 sq.

yards of carpet). Not only did they send me the cancellation confirmation, but right behind it, they rescheduled my appointment again. When I called, I had to jump through hoops to actually speak to a human being, explained my situation, and the woman stated that no job was too small and that they would be here today, Monday, January 31.

My sales guy called and was super nice, he was close to my home so he was coming an hour early if that was ok. Sure, no problem. Now I have already spoken with Lowes, Home Depot and Molyneaux over the weekend and each provided a rough quote of around $540.00 - $560.00. So I figured hey, Empire says they save you money, why not let them come in for an estimate.

Well, my salesman arrived happy as a child on Christmas morning. I quickly escorted him to the small bedroom and hallway that I wanted to have carpeted and explained what I have explained above. Suddenly, this kind old man became so enraged that he literally turned 4 shades of red and began shaking. He told me that unlike these stores, he only installs quality product. I told him that I was looking at Stainmaster carpet with upgraded pad and I thought that was quality. He then threw his metal briefcase on the floor and fumbled his phone out of his pocket to call "his boss" and told me that I had to tell them I canceled my appointment. When he put me on the phone, I told them that no, I didn't cancel, I was told that 20 sq yards of carpet would be no less than $900.00 and that I was going with another quote, he ripped the phone away from me, hung it up, called me an a$$hole and dropped his phone.

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Business Response.
Northlake, US
Mar 10, 2011 8:57 pm EST

We see that you wrote about your experience at the end of January and we offered to reach out to you at that time. We’d still like to speak with you about your experience and address your concerns. Could you email your contact information to customersupport@empiretoday.com or contact me via phone [protected] x4195 and we’ll follow back with you. Rebekah Clerk, National Customer Service Manager

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11:45 am EST
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Empire Today hard nose sale

On my way out from shopping at BJ's Wholesale I stopped at a booth advertising free estimates on carpet and hardwood flooring. Told them I wanted a quote only and they said okay. Yesterday a guy came over and I told him right off the bat that I was not making a commitment. He showed me 3 different carpet samples - high, medium and low priced and quality. They were PET Polyester and told me it was better than Nylon carpet. He started out at $10K for a 3 level townhouse and then when I budged he said "Did you get any coupons from BJ's?" I said Yes and he knocked it down more. Then he asked "Can you have it installed on a Tues Wed or Thurs?" I said Yes and down some more. Then he said "Let me call my manager" - came back and said the colors I wanted were in overstock so he could knock it down more. Final price - $3500 for the whole house. I felt pressured to take this deal and signed the paperwork. When he left I went online and saw that Polyester carpet was CRAP and read the complaints about Empire's work. Two hours later I cancelled my purchase. I felt like I was hardballed into making a commitment IMMEDIATELY and not having a chance to compare prices or to compare carpet from other places. Will never deal with Empire again or have any other type of salesperson come to my house. From now on, I will go to businesses and take control over what I want and what I'm willing to pay. Be careful consumers - don't do what I did.

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Business Response.
Northlake, US
Feb 21, 2011 3:53 pm EST

I am very sorry to hear this. I understand you’ve cancelled your appointment because you had some concerns regarding our company. However, I can assure you we only carry quality, name-brands and all of our installations are performed by installers who are trained professionals. I’d like the chance to speak with you to address your questions and concerns and see if you’d reconsider giving us another chance. If you’re willing, could you please send me your contact information and I’ll have a member of our Customer Service Team reach out to you? You can email your information to customersupport@empiretoday.com or contact me via phone at [protected] x 4195. Rebekah Clerk, National Customer Service Manager

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CD Brooklyn
, US
Feb 20, 2011 2:06 pm EST

I too had a very similiar thing happen. I asked them to come over for a free estimate. I was looking for Vertical Blinds. After getting the estimate I nicely said I would have to think about it and talk to my husband. The salesman promptly ytold me I came over to make a sale. If you don't buy from me now you wasted my time. He was quite pissed and left.

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12:51 am EST
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Empire Today empire carpet sucks

We purchased carpet for our family room from Empire. Within 3 months, the carpet started to wear under the moving part of the sofa. Their product is a rip off as it's low grade crap. They're overpriced and wouldn't do anything to repair the carpet. We will never buy Empire carpet again.

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Business Response.
Northlake, US
Feb 07, 2011 3:27 pm EST

I apologize for the issues you’ve experienced with the product you purchased from us. We carry many different quality levels of products, all designed to meet each customers’ needs and budget. It looks like you’ve spoke with someone already, but I’d like the opportunity to put you in touch with a member of our National Customer Service Team. If you’re willing, would you please email me your contact information at customersupport@empiretoday.com or contact me via phone at [protected] x4195 so we may follow back with you. Rebekah Clerk, National Customer Service Manager

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9:15 pm EST
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Empire Today window treatment

The salesaman lied and the company backed him up. I ordered window treatments from a Hunter-Douglas book. I got window treatments from an unkown vender.. The window treatments I got were not of the quality of the Hunter -Douglas product and did not have the Hunter Douglas name on it.. In fact they were a
cheap copy. When I called the company they backed up the salesman lies by stating that I had not ordered a Hunter-Douglas product and quoting from code numbers the salesman had put on the contract... I know what I ordered.. It was from a Hunter -Douglas book of window treatments... The salesman lied and the company lied...

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robert michaels
Chicago, US
Mar 12, 2013 9:57 pm EDT
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Nice try Empire...there is no Rebekah Clerk, no one with that name has ever worked for you...that's the answer I got from everyone I spoke to at your HQ! And the number listed for you has nothing but a voice mailbox that never gets answered!

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Business Response.
Northlake, US
Jan 13, 2011 10:50 pm EST

Mr. Jones, I’m sorry to hear that you were not satisfied with the Window Treatments you selected during your sales appointment. Based on the information in your post, I was able to locate your account. Customer satisfaction is very important to us and we want to work with you to be sure that you are satisfied with your purchase. Feel free to reach out to me if you need additional assistance. You can email me at customersupport@empiretoday.com or contact me via phone at [protected] x4195. Rebekah Clerk, National Customer Service Manager

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7:32 pm EST
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Empire Today misleading

I called empire to have a rep come to the home for a free quote for carpeting for 3 rooms. They scheduled a rep to come out the same day. When she arrived at our home, she was in plain clothes which was fine but she had no identification or badge stating that she was with empire. I found this odd but again, really not an issue. She went on about empire how they have been in business for x amount of years, they have an a+ rating with the bbb and how "their installers" are back ground checked to the age of "16", they have to purchase a $1500 piece of equipment in order to "work for empire", etc... This lead us to believe that the installers were actually employees of empire. After the initial shock of the quote for 3 somewhat small rooms, my husband questioned the price. She asked him in somewhat of a rude manner "well how much did you think it was going to be"? Needless to say, you could cut the air with a knife. My husband gave her a # which was approximately $700 less than her quote. She hesitated and told him that she would call a "manager" to see if they would approve that amount but she was doubtful. Low and behold the "manager" approved the "adjusted price". Her attitude was still of disbelief almost making us feel like we were cheap by saying "we like to help out people". What the hell kind of comment is that? We are helping her out by giving her the sale! We scheduled the install for 2 days out. I received a call from the "installers" at approximately 7:45 am telling me that they would be there at 8:30 am. They knocked on our door at 8:10 am. When I opened the door I was expecting to see men in uniforms "like the commercial advertises" and like a business with an "a+ bbb rating" should be dressed in a professional manner, but instead there were 2 men standing at my door in "street clothes" and again with no type of indentification badge representing empire. I looked outside and the van they pulled up in was a cheesy old white chevy from the 80's and again to my surprise "no logo identifying them as employees of empire"! I was taken back a bit. They came in to our home and looked around and then 1 of the guys asked to use our bathroom. Really? Well maybe if they would have arrived at 8:30 am when they said they would be there he would have had time to "take care of his business"! Not even 10 minutes later, his partner asked if he could use the bathroom! At this point I was getting aggrivated. When they were done taking care of "their business", they finally got around to moving our furniture out to our back yard and garage. I was told by the sales rep that they would ask me to look at the carpet to verify that it was correct. I had to ask to look at it as it was not ever brought up by them. It was correct. I had left the credit card on our counter and after having to move my car for them, I came back into our home to find him on his cell phone with our card in hand giving the # to who was hopefully an "empire employee". He wrote down an authorization # and took a hard copy of the card. They started the work and completed within 5 hours. The only real positive thing I have to say is that they worked the entire time they were there. I guess my biggest beef with this company is that they are over priced but are willing to "call a manager" to negotiate that price, they do not represent empire in a professional manner and most importantly they contract the labor from different companies so they are not "empire employees" and who knows what type of people were in our home the other day?

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southernmedic2005
, US
May 10, 2011 8:47 pm EDT

All empire today sales reps are individual contractors representing Empire Today. They are supposed to dress in business casual attire when they arrive to do an estimate. However, if they don't they are only putting themselves in a bad position. If a customer doesn't agree with a price they are instructed during their training to call a Manager for further price reductions. So when the sales rep called a "manager" that's exactly who they called.

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Willow Springs, US
Dec 18, 2010 3:00 pm EST

I have to agree with the complaint. There were too many issues with the way things were handled and I know that if someone took my credit card and just assumed that it was ok to start giving #'s out without going over charges or even making sure that it was the card I wanted to use I would be upset.

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Business Response.
Northlake, US
Dec 17, 2010 10:28 pm EST

Thank you for bringing your sales and installation experience to our attention. We are dedicated to service and satisfaction; please contact us at [protected] to assist you.

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10:59 pm EST
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Empire Today poor service

In the beginning of November, I don’t exactly remember the date; I had an estimate done on carpet and tile and made a deposit of $200.00. However, I thought the estimate was too high, so I called customer service to voice my concern. During that conversation I found that there was a special promotion. I responded to the customer service representative the sales representative did not share that information with me. I expressed to the customer service rep, that the sales person who came out to my house did not offer me any details on a promotion. As a matter of fact, he simply said to me just tell me what you want, even though I inquired about the prices. The customer service rep apologized for the misinterpretation and assured me that a manager would give me a call back. Conversely, the same sale rep who came out to my house called me back with the same spill. At this point, I had become a bit frustrated. I relayed to the sales rep I wanted to speak with a manager. Sometime thereafter, the manager did give me a call back. Unfortunately, I was not available due to my work schedule. Moving on, I returned the manger's call at least twice that I know of. By the time the manger returned my call several different arrangements had been made that I was not aware of. To say the least, it has been a whirlwind of an experience. After dealing with several different reps general managers and presidents, I was finally able to talk with the general manager and I felt he really did not want to work with me. One of the first things he said to me was, “You cancelled your order.” My reply was, “I did not.” He continues your check was returned to you on November 30th, to me this response was rude. As of today's date, I still have not received the returned check. Also, I asked about the current promotion and he replied that offered would not apply to my order. His attitude was very condescending, it was like pulling teeth, and he wanted me to just cancel the order. He asks, “What would make you happy?” I replied. He stated that would not happen and offered $400.00 off. Hence, I did not feel like he did this in good faith he was forced to make the offer, moreover, I felt that I should have qualified for the current promotion which was 60% off. To make a long story short, I choose Empire for two reasons, good recommendations and convenience. As you can see it has been anything but convenient, although, I must say, your customer service reps have been absolutely a pleasure. Please contact me at your earliest convenience, my work cell number is [protected].

Thanks in advance for your prompt attention to this matter.

V. Foreman

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ELLEN CASSIANI
,
Oct 09, 2007 12:00 am EDT

Empire came out to my condo on Sat. Oct. with some vertical blinds window treatments. I selected what I wanted and he took measurements and when I said I would have to work during the following week he told me he would take the final measurements and I told him I would like them installed the following Saturday.

On Thursday, when I got home from the doctor and noticed a message on my machine that they had tried to come for the final measurements. I called and explained to them that the first person that came out had taken the final measurements and that they blinds were special order, which I did not know about. On Tuesday, they called again to come out to take the final measurements. I again explained what had happened and they said that the first person did not fill out what was needed to be filled out and because of that they will still have to come back. I said that means that the blinds had not been ordered and they said that was correct. I told them to cancel the order and asked about the $150.00 deposit I gave them. They said they would sent it to the proper authorities to send me my refund. I doubt I will ever see that. I had used Empire about 5 years ago with no problems but I get the feeling that they are growing too large too fast for good customer service. Thank you for listening.

Ellen Cassiani.

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Oscar
,
Oct 06, 2008 1:28 pm EDT

I am in the process of replacing most of the 1st floor flooring in my home (1, 500 sqft) and adding wood treads to the stairs. I tried to schedule an in-home appointment twice with Empire and on both occassions the appointment was cancelled the morning of the scheduled day. Their inability to reliably keep to a sceduled appointment begs the question if they can keep to an installation date and offer quality installation. My experience thus far with their 800 representatives and the scheduling by the local office reflects a poorly run and unprofessional organization. I'll take my business elsewhere.

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Nancy Dee
,
Jul 22, 2007 12:00 am EDT

I placed a large order for flooring. My salesman said the two coupons for $250 would be applied. He did not apply them and is no longer with the company.

Beware!

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Joyce Mounajed
,
Aug 03, 2007 12:00 am EDT

I had a sales man come out on 8-3-07 and he measured the 3 rooms which we needed carpeted ;never left the measurements nor a detail price just what the whole cost. My brother and myself thought it over and found the price high for the 3 rooms so I called the customer service line and after a 45 minutes on hold the order was canceled.

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John Della Vecchia
,
Sep 17, 2007 12:00 am EDT

I wish that I had read this site before having this company mangle the vinyl siding on my house. The job was super simple - replace a quarter of one side of my house where the siding was pulled off during renovations. It should have been a one day or less job. Two weeks later and FOUR visits by "installers" and the entire back of my house is in shambles. They tried to put a J-channel along the middle of the field to connect old and new siding. When my wife questioned it they said "your husband approved it". She called me immediately and I told them to stop what they were doing. They took an imprint of my wifes card but said they would not charge it until the job was finished. A "manager" came by a few days later to inspect the problem. I had to call them another two days later because they never got back to me. He said the installers made a mistake and that they could indeed connect the siding without the channel (as I was told/sold). A week goes by and they still don't show up. When I call they said they were busy with other projects. They show up finally and the installer says he can't connect the siding (and these are supposed to be vinyl siding people). I call the "manager" and they contact the installer - he then rips off the GOOD SIDING FROM THE REST OF THE SIDE OF THE HOUSE, and leaves a mess of debris. He says he will come back tomorrow to finish!(Sat). Then he calls and says Monday because the siding store is closed on Sat! Then I find out they charged my credit card the full install amount without our authorization or signoff on the job. I contacted my credit card company and reported it as fraud and they were able to reverse the charge. I have no idea what I am going to do now that they have destroyed the good siding on the house - it is going to cost double to get another company in to fix all these mistakes.

Avoid this company like the plague.

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Steve Hearn
,
Oct 13, 2007 12:00 am EDT

I recently had carpet installed by Empire Today in Southern New Jersey. I had been warned about dealing with Empire Today by several people but I decided to give them a chance anyway. Please don't make the same mistake that I made.

When I met with their South Jersey Sales Rep. Joe he advised me that the price included everything, the installation, moving of my furniture, placing everything back in its place after the installation and the disconnecting and reconnecting of all electronics, restoring them to working order.

Well, I was not charged anymore money, and the installers did put everything back in its place, but... Not one piece of my electronics were reconnected leaving me with no television ( I had to pay my cable company to reconnect my components days later) and the installers cut the lines to my my telephone jack leaving me without a telephone, costing more in repairs . I contacted my salesman Joe about this and he denies saying that they would restore electronics, but I know he said it and my father who was also there remembers him saying that too. Regarding the destroyed telephone line, Joe says that never happens. My reply is, I guess there is a first time for everything but something tells me that this is not the first time. So you can do what you want to but I will never do business with this company again. Also, anyone in the NJ area beware because Joe told me that he is the sales Rep trainer, so your sales rep could be his protege.

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Business Response.
Northlake, US
Dec 09, 2010 3:28 pm EST

Thank you for bringing your sales experience to our attention. We apologize for any inconvenience. A representative from our customer service team will contact you soon.

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dobrogator
Charlotte, US
Jan 19, 2009 4:21 pm EST

I agree. I feel like EMPIRETODAY is a rip off company.

I am reporting them to my local BBB and urge everyone that is ripped off or unhappy with service or product to do the same.

If the BBB hears enough complaints...something will be done.

Complain effectively.

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Tracey Rindahl
,
Feb 27, 2008 5:53 pm EST

I totally HATE Empire Today! I had laminate floor installed and they totally screwed up my baseboards. This was back in Sept 2007 and it yet has been taken care of. I get nothing but a bunch of crazy illiterate people on the phone when trying to reach someone about the issue. I paid lots of $$$ for this and it looks like S***. I will never ever use them again and I advise anyone not to use them either. They dog Express flooring Home Depot, Lowes but it looks like those companies need to dog Empire.

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Empire-Today
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Oct 16, 2007 1:37 pm EDT

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. You will be contacted within 24 hours to address your concerns in full detail.

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9:51 pm EST
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Empire Today bad customer service

I have scheduled appointments with Empire Carpets that are then canceled on the day of, the excuse being that there is no representative in the area.
"Why make the appointment in the first place?" I asked them?
"Because we never know whether there will be reps in the area until the morning of the appointment."
"Meantime I have taken half a day off work. Is this really how you do business?"
"I'm sorry, but there are no reps in the area, we will have to reschedule."

And so on with the broken record technique. No attempt was made to send a representative and they defended their lack of integrity like it was perfectly normal business practice.

I don't know how a business that doesn't honor its appointments or respect its customers is able to still be in business. It is disgusting behavior.

If anyone can shed light on this matter I would be immensely grateful.

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4:42 pm EDT
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Empire Today order cancelation

I received an estimate for carpet installation on 10/25/10. This was our first estimate. The sales person Carl was very pushy and told us we needed to give an answer at that time. If we declined the offer, we would not be able to place the order at a later time. We decided to place the order knowing we could cancel it within 3 days and that if we didn't cancel the order our check would be cashed on 10/29. After further research we found much lower prices on higher quality carpet, therefore, we canceled the order within 24 hours - the next day 10/26/10. I spoke to Celeste who processed the request and advised me that my check would not be cashed. She stated it would be mailed back to me within 5-7 days with a copy of the canceltion. So I come to find out that on 11/1/10, 6 days after the cancelation that my check was cashed. Due to this my account was overdrawn & overdraft fees were accrued. I called Empire and was told that is the standard practice. They cash my check and mail me a refund check within 20 days - even though I had canceled within 24 hours & my check had not been cashed at the time of cancelation. I explained that I was not told this. I even called back Celeste who reaffirmed what she originally told me about my check being mailed back to me and not being cashed. When I explained to her it was cashed, she advised me that "Oh yeah sometimes that happens when the Sales Rep doesn't pull the check in time and then we just mail you a refund check". I explained that she did not tell me that & if she had I would of stopped payment or ensured there was sufficient money in the account. So apparently I now need to wait 15 days for a refund check to be mailed to me. Even though my contract states "if you cancel...any payments...will be returned within 10 days following receipt by the Seller of your cancelation notice. "I spoke to numerous people at Empire Today and was told the Celeste was incorrect in providing me this information and that Empire is not responsible for their advisor's error. I even called my sales representative who told me to call him with any problems. He explained he couldn't help me because I canceled the order. There has been alot of people dropping the ball & still no resolution. The lastest I heard is that we don't have a department to issue a refund for the fees accrued. Worse customer service ever! I will never do business with this company and will be advising my family & friends of the same.

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Business Response.
Northlake, US
Nov 05, 2010 5:46 pm EDT

Thank you for bringing your sales 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 [protected] so we can assist you.

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7:11 am EDT
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Empire Today false advertising

Their advertisements on TV keep stating buy one room get two free of either carpeting or flooring or mix and match. She came very late chose laminate floor measured two rooms and two hallways Approx. sq. ft. in largest room 210. Quote was $6, 080.00 for this room no free rooms here.

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Business Response.
Northlake, US
Oct 27, 2010 7:17 pm EDT

Thank you for bringing your sales experience to our attention. A member of our customer service team will contact you to learn more about your experience.

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10:00 am EDT
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Empire Today price discrepancy, binding arbitration clause

Empire today, misleading price, rude salesman and a binding arbitration clause

Summary: recommendation is to buy elsewhere

Empire direct salesman visited and was on several occasions rude, making jokes at my expense. Contrary to my better judgement, my wife liked the carpet, so we agreed price and I left my wife to take care of paperwork.

Upon reviewing the contract that evening, there was an unexpected $200 dollar difference in price agreed, furthermore buried in the terms and conditions a "binding arbitration" clause.

Out of principle, I cancelled the order next day and prior to writing my experience of empire on this site, I gave their vp an opportunity to remedy the situation by removing the binding arbitration clause and honoring the original agree price.

After speaking with a different local sales representative, I was expecting to hear back but never received a call back despite leaving messages. It took another email to a sales director to get a reply.

What does this mean? In the event of a dispute your only option is binding arbitration with empire today. Please "google" the term on wiki - binding arbitration was intended for internal commerce not to restrict consumer options in the event of a dispute.

The lack of response from the local office is indicative of what you can expect dealing with empire. Head office has higher expectations which are simply not met by the atlanta local office.

I consider myself to have had a lucky escape, clearly if the company was confident in its products, it would have no problem removing the binding arbitration clause.

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Selma Murphy
, US
Sep 11, 2019 11:29 pm EDT

I had Empire Today install wood laminate in my home on May 29, 2019. The product was marketed as "pet friendly" and wasn't supposed to scratch with normal pet traffic. Besides the sawdust and dusty floors left behind by the installer, the floor scratched the very first time my dog walked on the floor. The salesman had brought many samples with him and I chose the Amber Walnut Southgate Series that was suppose to resist pet scratches. When I contacted the company, I was assigned a case number and told that someone would call me back for resolution. That was end of May 2019. An "inspector" for the company came out to view the scratches on June 28, 2019 and proceeded to scrub the scratched area with several different Acetone products and a cloth. After several minutes of scrubbing, he declared that he had rectified the problem. He simply stripped the wood laminate of its finishing in that particular area. It is now September 11, 2019 and after all these months and several case numbers later, the company finally told me that the scratches were my fault. The company doesn't provide a breakdown or individual price points for their products. But, the product that I was sold is not "pet friendly" and I have had to ban my dog from surfaces where the laminate was installed. This company is guilty of false advertising and price deception. I am unhappy with the quality of the wood laminate and my entire household is walking on eggshells now that we have this inferior product installed in my great room, 9 stairs, and the bridge and corridor in my upstairs living area. I would strongly advise against doing business with these people.

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Company Response
Northlake, US
Sep 20, 2010 9:55 am EDT

Mr. Levene – I’ve read the information that was provided in your post and also have been in contact with my team to learn more about the information that we have on file. Since I oversee the Customer Service Team, I can assure you that we take each and every concern seriously.  I do apologize for any inconvenience this may have caused to you and your wife.  Please understand that at times, there are certain requests that we are unable to execute, however, our goal is to work on a mutual resolution with each and every customer.  It is my understanding that you had requested as part of the resolution to have the binding arbitration clause be removed; unfortunately we’re not able to change terms that have been specified.  However, we will honor the pricing that was originally stated during your In-Home Consultation.  The product would also have the manufacturer warranty along with our service installation warranty.  If you would like to discuss this resolution or another option that doesn’t include the removal of the binding arbitration clause,  please feel free to contact a member of my staff, Tina Binette, Director of National Customer Service at [protected] ext 4211 or customersupport@empiretoday.com. Bridget Moscatello, Vice President, Customer Care

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Empire Today crappy installers and coordinator

I would like to start by saying empire does not hire installers or give the jobs based on preformance. The installers that they send out to your houses have horrible customer ratings. If your related to the district manager or you do favors or give things to the coordinator, you are given the best jobs. Even if your customer rating is horrible, and your job skills are very lacking. They are sending "professionals" out to work on your homes that have a success rate of under 50%. They do not care about you, they care about sending someone out to collect their money, and they will send the worst installers out to screw up your flooring. Once they have your money its not their problem. So much for the contracts they give all installers saying they dont give jobs based on who your related to, and they dont put up with bribes. The guys that work their butts off and who take pride in a high customer rating go weeks without work.

Empire, if you took pride in making your customers happy like you claim to, you would be on top of this crap. Instead, your own district manager sits back and lets his own family take advantage of your customers. Not to mention the coordinator that gives ### installers jobs to benifit herself. Way to go empire, way to take full advantage of all the hard working people that just want a great job done for the money the give you.

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Business Response.
Northlake, US
Aug 20, 2010 4:39 pm EDT

Please contact the Human Resources department for assistance with your concerns.

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Empire Today horrible sales

I called Empire for a quote in late mid 2006. A sales rep came and knocked over my plant and was not very pleasant. I made no commitment and that was the end of that. At the end of 2006 my carpet was really coming apart so I called again. They sent another rep. He seemed very nice - measured told me I had too much stuff to do in one day - I already knew that. I asked the installation be in the morning - he said he would note that. I called him 2 days prior and he told me not to get my panties in a ruffle. Day 1 of installation - it is almost noon and no sight of anyone. Finally the installer calls and said he would be here in 45 minutes. 3 young guys come and I told them of my request and they said they have no note of that. The 3 installers worked hard and they were fine. Nervously, one of them informs me they don't have enough to finish my hall that day. In other words, Mr. Sales Rep measured incorrectly. The installer said to call customer service and see if they could give me some compensation for the inconvenience. I did. The answer was I needed to speak to the Project Manager and they would pass on the message. I called back 3 days later and got the run around. I got the run around so badly, after calling everyday for over a week, I asked for the phone number of the president of the company. The customer service rep put me on hold and returned to ask if I wanted to speak to her supervisor. My reply was only if she was going to give the phone number. I found out Project Manager was the Sales Rep who screwed up. He never called. I finally did get $200 compensation. The installers was fine for the most part. The lead one left the other two one day which is fine but the other two did not speak English very well which made communication a bit difficut.

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Business Response.
Northlake, US
Aug 12, 2010 11:26 am EDT

Thank you for bringing your sales and installation experience to our attention. We apologize for any inconvenience this situation may have caused you. We encourage you to contact us directly by calling us at [protected] to assist you.

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Empire Today fraudulent - scammers

Ok, so I called Empire Carpet to get quote for carpet installed in my new house (which I haven't moved into yet). The dirt bag on the phone wanted my wife and kids to wait in the house for up to 3 hours for his salesman to get there and refused to do a courtesy call when he was on the way. Well, its Texas and 105 degree temperature is no place for kids. I told the call center rep that if they couldn't just call a little in advance (my wife was 5 minutes away) that I wasn't going to make her wait in the heat and we would just use a different company that was willing to make more accommodating arrangements. The rep said "ok" and hung up the phone on me.

The day of the (canceled) appointment rolls around and 3 hours late calls the estimator wanting to come by and take measurements. What the heck? So we met him at the property and let him do his thing.

His name was Adrian Gackle [protected]

First, off he was very polite and respectful. It was hot in the house since the utilities had not been turned on yet and he opened all of my windows to let the breeze in.

After taking all the measurements Adrian went on for twenty minutes telling us how great Empire Carpet is, how many awards they had won, how great their service was and how they will fix any problems we ever have with our carpet... no questions asked. It was very drop-line, almost like a skit rehearsed to perfection. Gave me that used car salesman vibe.

We selected a few colors and then came the pricing. Keep this in mind before I give you the figures. I have already contacted Home Depot and Lowes and received quotes from both for around $2, 000 to do the whole house. The first three prices he gave me were the retail prices for the carpet. The three we selected came out as followed; $10, 430.15, $10, 474.25 (Option 2) & $12, 265.56 for (Option 3). Then he goes on to say that Empire is running this HUGE promotional sale where you pay full price for the carpet installed in the two largest rooms in your house and the rest are free... you only pay for labor on the rest. So he flips out his calculator and pretends to crunch numbers for a few minutes. He then gives us the "TODAY ONLY" discount price of $7, 699.25, $7114.25, & $10, 099.40. I clearly had a shocked and surprised look on my face. When I started to question the price he quickly stopped me and said that he thinks he can get me an even better "BULK" price for the carpet because I needed so much of it. So, he whips out his cell phone to call his supervisor to try and "negotiate" a better bulk price for me. Somehow almost immediately, he had someone on the phone "negotiating". It really sounded like he was talking to himself... but, if he was talking to a "supervisor" it was clearly playing the bad cop good cop role of con sales. He sheepishly smiled and said, "wow that's a great deal" he then turned to me and gave me $6544.15, $6297.49, & $8789.99. WOW! I thought... GREAT DEAL!?!? not. I obviously grew more irritated. All the while he is trying to force me to sign a contract with him...especially to keep the prices... I had to sign immediately. Since when would anyone in their right mind sign a contract to by material from someone? These people are really stupid! So, then the guy says if I pay cash for it I would get yet another discount. Again this ### whips out his cell phone and calls "the powers that be"... yet again the person on the other end of the line answered within seconds. And again Adrian Gackle seemed to be talking to himself again. This time when he hangs up he comes at me with these prices $5225.85, $5556.60 & $7478.26. He tells me again that the only way I will get these prices is to sign a contract that day.

I again mentioned that I wasn't going to sign anything that day and that I would take a few days to thing about it and weigh my options. He told me that Home Depot and Lowe's sold poorly manufactured carpet... that their installers were not professional installers and that I would never get good service from them. He kept explaining the negatives about his competitors all the while boasting about his companies service and warranties.

I am not a fool and it irritated me that Empire would come into my home and treat me like so. I wonder how many poor ignorant saps, old people, and women fall for this stuff... sorry, CRAP!

DO NOT CALL EMPIRE! I will be contacting Home Depot, Lowe's, and all the other companies scathed by Empire's sales defamation. Angie's list, BBB, American Business Awards etc will also be contacted.

MESSAGE TO EMPIRE CUSTOMER SERVICE: It's obviously not an isolated incident since everyone has the same issues.. it's clearly what you train your associates. Anyway, I see that you like to issue a standard rebuttal to everyone on this site asking them to call your customer service... that you care for our concerns and you would like to resolve it with us. But, I don't want to talk to you... and there is nothing you can say or do to change my opinion that your a bunch of thieves. I hope Home Depot or one of the others your salesman constantly bad mouthed will sue your a$!%^7!

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lala921
gibsonia, US
May 08, 2015 3:44 pm EDT

I had a very good experience and it was my first time using empire today. They were prompt professional and the installers we're efficient. This was in the Pittsburgh area and we were very pleased esp with competitive pricing.

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sswwf8855
San Leandro, US
Dec 08, 2010 6:28 pm EST

WTF. How do I start off on Empire Today.

60% OFF SALE EXPLAINED:
1. There is "NO SALE AT All"
2. They show you what the normal price full retail example: Average 1200 sq ft house would be $3500.00 to $3000.00 or if not more depending on the carpet you selected. They take that carpet and will discount for the same job $2000.00 to $1500.00. if that is not a crook then I don't know what to say.
3. YOU CAN CALL AND AND STATE YOUR GOING TO CANCEL AND THEY GIVE YOU ANOTHER DISCOUNT $600.00 TO $400.00 MORE.
4. That is what happened it was a real job i sold it. They got the whole job done for $1250.00 and did it without telling me and cut my commission off made zero.

Buy 1 ROOM AND GET 2 OR TWO OR THREE FREE EXPLAINED:
1. It pretty much the same thing as above instead they charge you full price for one room and discount the rest. Show you full price at retail example: $18000.00 laminate job at full price. This is what the promotion show $6500.00 WOW. What i ask you to do is play the system call again for another appointment after sale and you will be shocked. The price may be lower! That's another shocker. I had it happened to me. I left the customer interested and called me back that job ended you selling for $4500.00 total.

I can go on & on. It's just fraud and they get away with it.
Not only they screw the customer but also there sales contractors.

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swf123
San Leandro, US
Dec 07, 2010 11:23 pm EST

I was a sales rep for Empire
Let me tell you i was a Empire Today sales rep. First of all good for you for standing your ground. Let me explain the whole empire way.
1. They make us contractors and form our own Corporation in order to work for them or no work.
2. They provide leads
3. You are on commission only no benefits no nothing.
4. You are worked on point system and if you don't close 50% or better you don't work the following day and the day after they have total control of your job, but they state it your business and your in partnership with them so you would have to carry your own insurance, gas, etc.
5. This is a Billion dollar Corporation with deep pockets.
6. All there products they sell are crap at high retail prices made in China.
7. 60% off sale is only on carpet that you can get for $.49 a square foot but they charge you 2.00 to 3.00 a square foot.
8. Plus then they charge you for all the extras moving furniture etc. and add on another .25 to .60 a square foot.
9. Plus they charge you to do finacing fee when they say it doesn't cost anything what a lie.
10. They work on 12% to 4% commission rate.
11. Its not the sales rep fault if he doesn't make a sale it hurts there closing ratio.
12. This company has hurt me fanincally with taxes.
13. This company should be inspected for fraud against there customers and there sales reps.
14. They make the sales reps look like rip off artist they have total control
15. I put over 60.000 plus miles on my car in 10 months working 6 days a week 12 plus hours a week.
16. There would be times i sell and thinking i made 200.00 on a jobs and when they would pay me after the job has been installed i would only get 40.00 or 30.00. Its happened when i sold jobs thinking i made 1000.00 only to find out 150.00 instead because of extra charges. So they not only rip off the customers but they have stole for me on my commission.
17. The worst job i ever had being a salesman.

7.

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joo123
Marietta, US
Oct 09, 2010 9:38 am EDT

WTF. Empire is a very bad company. I asked for a quote on my house and the first words the lady on the phone said was we need to make sure all decision makers are at the meeting. This was my first sign that Empire was going to pull a fast one. When the salesmen showed up he did that same thing. Measured the area, calculated the price and then called his boss to get a better deal. Then he said he needed a $25 deposit to hold the quote for one year. I asked all the questions that one should and was not happy that there were no negatives. I was even told I could cancel 24 hours prior to delivery and get my $25 back. So I asked to see the sales quote he wanted me to sign and pay $25 to hold. This was not a sales quote it is a sales contract. When you pay the $25 it is a legal contract because money changed hands. There is a 3 day cancel period. Empire is a very bad company, do not do business every.

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Business Response.
Northlake, US
Sep 23, 2010 4:58 pm EDT

Thank you for bringing your experience to our attention. We apologize for any inconvenience this situation may have caused you. We are dedicated to service and satisfaction; please contact us at [protected] to assist you.

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Empire Today bad workman ship

They installed hardwood flooring and did not put any waterproofing down as requested now my floor ruined. When I call them to complain they were very quick to say they will fix it but it will cost me an additional $1200 after I paid over $4000 to install the hardwood in my lounge. I will never use them again to do any work for me I am also telling everyone how bad they are and not to use then no matter how cheap they quote as their workman ship and service is bad. Look at photos to see how bad this look.

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Elderly and Mad
, US
Apr 18, 2011 5:00 pm EDT

I purchased carpeting for the entire house from Empire. Salesman sold us what I believe is crap, defective carpeting. The installers came on New Yrs. Eve! Took hours and none of them spoke english! It was 10pm when they finally left. The seams started popping withing a few months, we have had three people here to fix, all non english speaking. Now the seams in the rest of the house are popping, and the rug ends are fraying. I am now fighting with Empire to have the carpet pulled up, an laminate put down. Just the LR, I"m not greedy. People who see the carpet laugh that it's new! The 20yr. old carpet I replaced was in excellent shape, just hated the color. So far, I've been speaking to customer service Andrea, she said they need to send out a independent 3rd party to access! Spoke to Helen, Tampa manager, got the same talk. Now I'm asking for the coperate manager. How can a 3rd. party paid for by Empire ever be in my favor! I suggested in the spirit of good customer service they do this for me. They are like robots, no feelings what so ever. I am a senior, disabled and will go to the Attorney General, TV, BBB, and bring in my own 3rd. party if I have to. I even asked them if their Spanish non english employees are legal, got no answer to that! Will keep you informed. Would they settle for this?

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Business Response.
Northlake, US
Aug 09, 2010 3:29 pm EDT

Dear Andre, Thank you for bringing your hardwood experience to our attention. We apologize for any inconvenience this situation may have caused you. Our customer service team is reviewing your concerns, and a team member will contact you soon.

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Empire Today poor customer service / no help

I bought 7000.00 worth of lament flooring back in April of this year. On June 25th we noticed some of the boards (about 7 or so) were bulging. I tried working with Empire today’s customer service dept. and all I get is a sorry we can’t help you. Here is what happen.
I called the customers service dept. they took my claim and forwarded it to the installers . Empire today sent the installers to check out the complaint. The following day I received a call from the area manager Mr. Neal Wilson, who said that if I were to pay 150.00, he would send the installers out to repair the damage, I agreed and on July 14th, they arrived.

The workers started out marking the boards that needed replacing but after about a half hour, they noticed that there was some dampness on the the quit step pad. They continues pulling boards, what started out as a simple 1 hour job turn into a 4 hour job which left me with no flooring, They pulled out every board in my den, half of the boards in my hallway, and half of the boards in the kitchen.

I called Mr. Wilson and told him what had happened and he in turn put me in touch with Mr. Sherwin the regional manager. He told me, that since I was home and did not tell the workers to stop, they assume it was ok to continue to rip up boards. The fact is that at no time did they (the contractor nor the empire today representative) tell me that they would not be replacing the boards that they were ripping up.

All I am asking of empire today is to replace the product that they destroyed, after all I did pay for it in good faith and if water damage was their concern, they could have stopped and told me that they would not be replacing the product, I would certainly have told them to stop. Today I have not heard a word from empiretoday, i've since replace the flooring using another company.

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GONE WILD
Levittown, US
Sep 26, 2010 7:18 am EDT

THATS B/S IF I EVER HEARD B/S

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Business Response.
Northlake, US
Jul 28, 2010 9:40 am EDT

Thank you for bringing your repair experience to our attention. We apologize for any inconvenience this situation may have caused you. Our customer service team is currently reviewing your concerns, and will continue to be in contact with you.

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Empire Today total rip off

Empire Today is a total rip off and has slimy business practices! They basically sell you flooring at the highest price they can squeeze out of you. One of the first things the sales associate asked was how much I was willing to spend on flooring. I slipped and mentioned I received the $8, 000 first time home buyer's tax credit. Guess how much our total estimate came out to for laminate and carpet in the whole house? $8, 000! What a coincidence! Originally she said $12, 000, but then added on all those "special" little discounts she wasn't allowed to give us. She also called her "boss" to authorize another discount (fakest phone call ever). We were never told the cost per square foot or anything like that, it was whatever they thought we were willing to pay. The sales associate appeared sincere, but underneath was just sneaky and sleezy. This was the first place I received an estimate and I had no idea how much flooring costs. So like an idiot, I was talked into purchasing, thinking this was a normal price (other places later quoted me at about $4, 000 less). I came to my senses later that night and called the sales associate the following day to cancel my order. She said she hadn't even submitted the paperwork yet, since it was on a Sunday. The next day someone from their office calls to ask about my cancellation. Suddenly the floor we wanted was overstocked, and they offered me an "absurd discount." I said no and confirmed my cancellation for a 2nd time. The following day I also mailed my notice of cancellation along with a letter explaining my cancellation. A week goes by and somebody else calls to confirm my order set for installation in a few days! I was furious! Three times I canceled and three times I said I wanted my down payment back, and yet they were planning on still sending out the installers! They tried to bribe me again with another discount. Also, I thought the sales associate hadn't even submitted the paperwork when I told her I wanted to cancel. I sure hope I get my $500 down payment back this time, or they're going to court. I don't understand how they get an A+ on Better Business Bureau when all I've seen is negative complaints. I think it may be because their installers and sales associates are contracted, so any complaints with them goes to the contractors and not Empire Today.

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Business Response.
Northlake, US
Jul 21, 2010 11:51 am EDT

Thank you for bringing your sales experience to our attention. We apologize for any inconvenience. We are dedicated to service and satisfaction; please contact us at [protected] to assist you with the deposit refund or any other question you may have.

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Empire Today carpet and vinyl flooring

I am disabled, and could not go carpet shopping so I called Empire Today. When they came to my home I was shown several types of carpet and vinyl floor samples. I told the salesman that I did not want carpet that would show footprints or vacuum cleaner lines. When I picked a color and type of carpet the salesman said it would not show footprints or vacuum cleaner lines.
Then I picked out a vinyl floor color and asked the salesman if it would show alot of dirt. When I bought this house it had very dark flooring in the kitchen, which I didn't like, and showed everything. Once again the salesman told me it would not.
When they came to install the carpet and vinyl flooring (I was told it would be a one day install) they immediately told me that they would not have the time to lay the flooring. The salesman had neglected to look at the cabinets over the refigerator, as if he did, he would have advised me that I had to have them trimmed before the vinyl could be laid or the refigerator would not fit.
The carpet was installed, and it was very late when they left. Everything I pointed out to the installers to be careful with (an electrical outlet) was ignored and they did some damage to my house when they put the furniture back. There were scratches on the walls and dirt everywhere from moving furniture. I also had two doorstops, which magically disappeared when the carpet was laid. The following day I noticed that every footstep could be seen and was very unhappy.
When they came back to lay the vinyl flooring, one of the installers used a broom that was in the garbage and my sponge mop to clean off my driveway so they could lay out the vinyl, ruining the mop and spreading bristles from the bad broom all over the place, which they did not clean up. After the installation of the flooring, they did not turn on the gas to the clothes dryer or turn and turned off the water supply to the clothes washer. In addition they put a kink in the metal tubing that goes from the back of the dryer down into the floor, so when I used it, all the lint and dust flew all around the dryer. Every appliance they touched had black hand prints from their dirty hands.
When I complained to the company, they sent people on three different occasions to look at the problem, but only one person could authorize repairing. The sales manager called me to inquire about the carpet problem, but never called me back.
I immediately called my credit card company to dispute the payment on the carpet.
I do not know at this writing how this will resolve, but I would not refer anyone to this company.
The salesmen will tell you anything you want to hear, and then they rush you for an immediate install. I was offered $100 to have the installation before the end of the month, to make the sales numbers at the end of the month look better.
What kind of company is this?

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Business Response.
Northlake, US
Jul 19, 2010 9:57 am EDT

Thank you for bringing your installation experience to our attention. We are currently researching your concerns. A representative from our customer service team will continue to be in contact with you to assist with all your concerns.

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Empire Today deceptive practices

I am reiterating many of the prior complaints, but I wanted to share my experience. I had a representative from Empire Carpet in Minnesota come to my home, as we needed new carpeting in our living room, family room, hall and steps. First, the quality of the materials were questionable and when I asked if there were any other samples that were nicer, I was told that they could show me more samples, but the ones he was showing me were the only ones that could be installed the next day. I told him I did not need next day installation and he actually said, "I thought that was the only reason I was here." At this point, we started to become very skeptical, so we just decided to chose a sample to get a quote, primarily to be friendly and then get him out of our home.

At this point, we were quoted $2800 for everything, including disposing of the old material and moving two large pieces of furniture. I asked three separate times how much carpet I needed and I was told they would not provide that information. After telling him I would not purchase from him unless I knew how much material I was purchasing, he finally told me the quote was based on 99 yards of carpet. After some additional discussions, the price was dropped to $2450 ( after a call to his supervisor at 8:00pm!).

Subsequent to dealing with Empire, we worked with a reputable retailer who sold us a better quality carpet than Empire showed us, with all the same extras such as disposal of old material, stairs and minor furniture moving for $2137. Also, I only needed to pay for 88 2/3 yards of carpet.

DON'T GET RIPPED OFF BY THESE PEOPLE. Empire is where used car salesmen go to die!

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Business Response.
Northlake, US
Jul 19, 2010 9:53 am EDT

Thank you for bringing your sales 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 [protected] so we can assist you.

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Empire Today no deposit refund

This is the 2nd complaint I have put in on Empire Today. They required me to put down a deposit of $50.00 which the salesman said was refundable if I had to cancel. Well, I did cancel within the allotted time period and was told my deposit would be mail within 10-15 days after that date. It has been a month since that call. I contacted them again twice after that and was told the check had been mailed the first time and that someone would call me the second time. I have received no check and no one has contacted me. What a bunch of losers! I will discourage anyone from ever getting involved with this bunch of crooks. I will be filing complaints with the BBB and consumer advocates in our local area to get my refund back.

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Business Response.
Northlake, US
Jul 08, 2010 9:28 am EDT

Jack E., thank you for bringing your cancellation experience to our attention. We apologize for any inconvenience this situation may have caused you. Our customer service team is would like to review you concerns, please contact us [protected] to assist you.

Empire Today In-depth Review

Overview: Empire Today is a well-established company that offers a wide range of flooring options and services. With a rich history and background in the industry, they have become a trusted name in the market.

Product/Service Offerings: Empire Today provides an extensive selection of flooring options, including carpet, hardwood, laminate, vinyl, and tile. They also offer additional services such as installation, repairs, and maintenance, ensuring a comprehensive solution for all flooring needs.

Quality and Durability: Empire Today's products are known for their high quality and durability. Customer reviews and ratings consistently praise the longevity and performance of their flooring materials. In comparison to competitors, Empire Today stands out for its exceptional product quality.

Pricing and Value for Money: Empire Today's pricing structure is competitive and affordable. When compared to industry standards and competitors' prices, they offer great value for money. Customers can expect to receive top-notch products and services without breaking the bank.

Customer Service: Empire Today excels in providing excellent customer service. Their support channels, including phone, email, and live chat, are readily available and responsive. They handle inquiries, complaints, and after-sales support efficiently, ensuring a positive customer experience.

Installation Process: The installation process provided by Empire Today is highly efficient and professional. Their installation team is known for their expertise and attention to detail. Measurements are accurate, and timelines are adhered to, ensuring a smooth and hassle-free experience for customers.

Reputation and Trustworthiness: Empire Today has built a strong reputation in the industry. They are known for their trustworthiness and reliability, as evidenced by positive customer feedback, online reviews, and ratings. Customers can trust Empire Today to deliver on their promises.

Warranty and Guarantees: Empire Today offers comprehensive warranty and guarantee policies. Their warranties provide coverage for a specified duration, and customers have reported positive experiences with warranty claims and support. Empire Today stands behind their products and ensures customer satisfaction.

Sustainability and Environmental Impact: Empire Today demonstrates a commitment to sustainability and environmental responsibility. They use eco-friendly materials and practices, contributing to a greener future. Certifications or partnerships related to sustainability initiatives further highlight their dedication to the environment.

Online Experience: Empire Today's website offers a user-friendly experience. It is easy to navigate, with efficient search capabilities. Customers can also access online tools and resources, such as room visualizers and flooring calculators, to make informed decisions about their flooring choices.

Overall Satisfaction: Customers are highly satisfied with Empire Today's products and services. In comparison to competitors, Empire Today consistently receives positive feedback and ratings. Based on their exceptional offerings and customer-centric approach, Empire Today comes highly recommended.

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Contact Empire Today customer service

Phone number

+1 (800) 588-2300

Website

www.empiretoday.com

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