Empire Today
reviews and complaints

January i had carpet put in our home, when it was done it looked ok. But the next day when I ran the sweeper the fuzz filled my sweeper so full that my sweeper stopped. I imediately called and they said my carpet needed to rebloom, and to run my sweeper ever day, which i have done since January, and I am still getting the same amount of fuzz. I had a rep. come out and he said it looked good? What is going to happen if I have this much fuzz in a year?I do not know where to turn, I have called Empire Today several times and get the same answer, and yesterday they said they could replace it for $900.00? We have not even enjoyed this carpet since we had it put in almost a year ago, so what is our option?

Made an appointment on line and was given a two a hour window. They called three times during the week to confirm out appt. We waited 3 hours finally called the 800 number they put me on hold to check with the sales person and when he came back on line he said the sales person is running late and has about 45 minutes or so left at his current appointment so I cancelled the appointment. No one has ever followed up with us at all, no phone call, no apology nothing... Sounds like we were lucky according to all the complaints on here about empire carpet.

In February of last year, we had Empire Today install a frieze carpet in our home at twice the cost of what another competitor was offering. We decided to go with Empire because of their promised service and quality. It is now nearly January, almost a year later, and our carpet is still shedding, significantly shedding. We called Empire, and they sent an independent inspector out to review the carpet and take samples. He observed the shedding, even vacuumed a small section of the floor and observed the vacuum completely fill with the fibers from the carpet. After a week, we received a report in the mail indicating that the shedding is normal and may continue for some time, and that nothing will be done.

In all of my experience with new carpet in my home and relatives homes, I have never seen a carpet shed like our carpet is doing. We have a one year old baby that plays on the carpet, and he has actually learned that he can pull on the carpet and pull up fibers and eat them. This is very disturbing.

I understand that new carpet may shed for up to one to two months, but carpet should not be shedding after nearly a year! The carpet that we purchased was a Beaulieu Coronet in Tempting Gardenia. I would warn anyone thinking of having Empire install carpet in their home, that they do not back up their service claims, and that the carpet I purchased was twice as much as a competitor and of inferior quality. We are going to have to purchase new carpet now to replace the carpet we purchased from Empire. So disappointing. We should have researched Empire prior to our purchase.

Empire Today buys their product at a bulk discount from different manufactures. All the packaging is repackaged for them using Empires name on the boxes. The reason for this is Empire gets a better price and in doing this, the manufactures is relieved of any liability and warranty claims for said product. So in essence, you get a product that is made by quickstep but not warranted by them. They use the name brands to sell you the product but Empire is solely responsible to the warranty of the product. Thus why they dodge all warranty claims... They loose money because they have to pay out of their pocket and they don't want that... They never loose! They use a lot of times second grade product or returns. They resell the garbage to other unsuspecting customers. If you are not on the ball, they will take advantage of you... Word to the wise, always keep a sample of the flooring you are having installed to compare to the product actually being installed. Ask the installer right in front of you to remeasure the floor so you aren't overcharged in sf as they do regularly.. Keep in mind, if they can't blame the installer and charge him back to pay the customer, they will do everything to blame the customer.. Just ask anyone, if they ever received anything for free or a refund from Empire.. If its a scratch issue and within a year, they will pay or fix because they will take it from the installer as the installer signs that he warranties the job for 12 months. After that, forget trying... It's always the installers fault or then the customers fault. NEVER will it be Empire...so many stories.. I can go on and on...
Installer

I purchased laminate flooring from Empire Today less than 5 years ago and was told that the floor carried a 25 year warranty. We paid a good bit for the flooring because we had more than half of our first floor done. Recently I noticed the floor was buckling and warping. I called Empire and this was the start of my nightmare! After my initial call it took over a week for anyone to call me back. I had left no less then 9 messages and also left my cell number for someone to call. When I finally spoke to someone, "Chris" he told me that someone would be out to inspect my floor on the following Monday. The appointment was set for 2pm. I left work early that day to be sure that I would be there. By 4pm no one had showed up. I again called the customer service number and after several transfers I was told that someone would be theree within the half hour. Finally at 5:30 someone showed up. The person that came was an installer and looked at the floor for less than 5 minutes and left. Anothere week passed and I again left several messages all to no avail. About a week and half later Chris left a message on my home phone, even though I had requested that all calls be made to my cell phone and had given that number several times. Chris said that anothere staff person would be calling me to handle my floor issue and left his name and number. Anothere few days goes by and still no call from "Dan", the new person I was to speak with. So again I began to call and again left no less than 7 messages! After more than 6 weeks of getting a run around I finally decided to file a BBB complaint. When I tried to file the complaint I was directed to Empire's Resolution Experts. I was asked to speak with them before I filed a report. I spoke with a very nice and apologetic women from the corporate office and was told that I would get a call within 24 hours. Within 2 hours Dan finally called me! We set up a date for him to come and inspect the floor. Dan did in fact show up on time and was very nice. He took a great deal of time looking at the floor and taking pictures and such. We discussed the damage and possible causes. Prior to Dan leaving I again stressed that I was to be to be contacted on my cell phone and gave the number again. A week later I received a message on my home phone from Dan saying that the damage was basically my fault and that I would have to pay for the repairs! I was told that I had allowed some form of moisture to lay on the floor for more than 30 minutes which caused the damage and thereefore terminated the warranty! This is all impossible since someone is always home and the area that is damaged is in a main walk way with no throw rugs or any othere items to hide any moisture. Had anything been spilled theree it would have been cleaned up immediately because someone would have walked through it! I argued this point with Dan but to no avail. I demanded to speak to someone in "corporate" and to have someone from that office come to my house to inspect the floor. Looking at the damage theree is no doubt that it has been caused by moisture, but considering the area that is damaged there boards themselves must be defective because no form of liquid has ever just pooled on the floor for any length of time to cause the sort of damage that is theree. We are hard working people and take care of the things that we have. We don't expect Empire to give us anything othere than to stand behind the warranty. I don't expect an entirely new floor but I do expect that the boards that are damaged be replaced. I am so disappointed that it has taken more than 7 weeks to try and resolve this matter only to be accused of destroying my own floor!
Stay away from Empire Today by all means!

Watch out and steer clear. Sold a bill of goods from the salesman about durability of their laminate flooring. Worst stuff I have seen. I had to threaten stop payment to get warranty service. Flooring may look great but scratches very easily. The stuff is substandard junk

On May 29th 2008 I place two orders with Empire Carpet with sales rep Mr. Phillip Dorminey. Order # 1 (U050173) for $5, 189.25 and Order #2 (U050174) for $1810.75, which was a special order item. Both orders was charged to my American express that was paid in full. Empire's policy for cancellation was within 3days. Order #2 was cancelled the same evening and a full credit was given and put back on my American Express 0f $1, 810.75. The carpet that was installed in 4rooms had problems. They sent repair crews on several different occasion to repair carpets. The sitting room's carpet was so bad the repair rep said that the carpet has to be replaced due to the bad batch of carprt that was installed. I had to reselect a carpet for the sitting room. I did so with another sales rep from Empire nane Reggie. The carpet in the sitting room was installed on June 27th, 2008. This suppose to be a replacement carpet from Order #U050173 that was already paid for, but instead the office mixed up the order numbers and charged my American Express without my permission. I contacted Empire on several occasions to explain them that I have a zero balance and that this is an error and they refuse to credit the $1, 810.75 that they charged for the replacement carpet that was already paid for. I had to file a dispute to American Express to get my money back. Empire Carpets has me in collections and put it on my credit report. I would like consumers to know that Empire has bad customer service and their quality of carpet is not good. i'm still having trouble with their carpet. There are 4 seams in my son's bedroom, when vaccuumed the vaccuum cleaner is full in secs. The quality of carpet is horrible. I would like for Empire to review their paper work and admit to the error and to remove this collection off my credit report! I Have a zero balance. I already paid them $5, 189.25 which was a waste of money. I have so many regrets.

We used Empire for new carpet a few years ago. First, the sales rep talked me out of the carpet I really wanted, then the carpet I finally chose wasn't available next day...or next week. I ended up having to wait 3 weeks. They sent 2 men who could not speak English or run a straight line, and the carpet down my stairs was installed at an angle! And the free tickets to an amusement park turned out to be "discount" tickets we still had to pay for. Empire refused to fix the mistakes. After looking at this horrible carpet for a few years, I finally went to a local carpet company and they will be replacing Empire's work next week. To this day, I CAN'T STAND the sound of their commercials...they make me so angry.

I had new "top of the line" carpets put in with Empire. 2 years later they were in such shocking condition. I tried to get someone to come and look at them and no one would come. They told me it was normal wear and tear. No one came out.
Please do lots of research and do not use them

DO NOT BUY FROM EMPIRE CARPET! They do NOT stand behind their products and will blame the homeowner for their shoddy workmanship and cheap materials.
My husband and I had carpet installed last year by Empire. We did not order the cheapest carpet and chose a mid-grade plush. We first noticed that the carpet was matting down instantly but thought that it was normal since it had been so many years since we had new carpet. After several months, we noticed a distinct wearing in the "high" traffic areas (Note - it is only the two of us - no pets, no children and neither of us wear shoes in the house). After almost a year, we realized the amount of matting and wear was not normal because the carpet looked as bad as our 17 year old carpet we had just replaced.
We called Empire and they sent an inspector who could barely speak English and did not know how to operate my vacuum cleaner. He said that he only took pictures and agreed with me that the carpet looked unusually worn. A week later I received the inspection report in the mail and was surprised to find that Empire blamed the matting of the carpet on my new $500 Dyson vacuum. Their reasoning was that the beater brush barely touched the carpet. The inspector said we had incorrectly maintained the carpet. Since when is regular vacuuming with a high quality vacuum cleaner "improper maintenance"? In addition the inspector lied to me when he said he did not make the decision, and he also neglected to mention the seams that were showing in every room which I had also complained about in his report.

I tried calling the Chicago office to contest the report and they said I could hire my own inspector and if he found a defect, they would reimburse me. Yeah...right. How about if instead I just deal with my cheap crappy carpet and tell the world what a crummy company Empire is? Buyer BEWARE!

On July 2, we ordered carpet (salesman Marty). We were to have the carpet installed after the holiday. It was scheduled for the following Wed. We then received a call asking us to move the installation to Fri for a discount of $50. We agreed. We are not naive -- we know Empire is expensive, but we *thought* we were buying convenience. We couldn't have been more wrong. On Fri, we received an afternoon call. Installers would be arriving at 8:30 pm to do our stairs and hallway. I objected, as their advertised hours end at 6, and we are parents of young children. The woman on the phone told me that a manager would have to approve a reschedule -- the same hard sell as the initial sale. I should have cancelled then, but they had our money. I called corporate, who informed me that the customer can refuse such a late installation, no manager necessary. We scheduled for Monday -- first thing! we were promised, since we'd already been twice delayed -- and Sat wouldn't work since we were celebrating the return of a serviceman family member. On Monday, no call, so we called Empire. There was supposedly no note that we were to be first, only that we had "refused" service on Sat, and installers would be coming "shortly." I should have cancelled then. After many, many more rounds of phone calls, we were told that installers would be here "second", and we were given another discount ($150) for our trouble (assuming the charge-back has been completed). Installers arrived at 5:30, with our carpet in the back of a U-Haul. Another point at which I should have refused. As they worked into the night, I asked if they received overtime. They did not, but were just "happy to have work." (From now on I insist on knowing how employees are paid if I am to work with a business). Corporate did not return our calls regarding the late hour, which they had promised would be avoided. They finished after 10 pm. I signed the completion paperwork around 10:30 pm. At that time it looked . . . done, and that was a relief. On Tuesday Ms.Snell called in response to our online complaint, and added another $100 discount for our continued frustration into the evening on Monday. At that point I wouldn't have recommended Empire -- it was expensive and inconvenient, and the work was not terrific -- but it was over . . . Until I sat down today to take off shoes tonight, and discovered that, six days after installation, there is a hole on the rise of one of the steps. I know BBB works for companies rather than customers, but I have submitted a complaint to the Illinois office nonetheless in the hopes that my voice will be heard. I have lost all confidence in Empire's ability to resolve this issue in a timely and competent manner, and will only be satisfied by refund. Too much of my valuable time has been wasted already.

I'm dizzy from all the double talk from costumer service and so disappointed. Felt like I was in the twilight zone. Actually felt like I was talking to my kids aka the wall. Do your homework first. Empire is not looking out for your best interest. Typical big business. I would not use them again. I didn't realize I was suppose to haggle with them for a descent more reasonable price. Next day delivery enables you the three days to cancel your order if you felt you couldn't say no face to face or needed more time to let the transaction sink in. Now I'm stuck with "SUCKER" written on my forehead.

On 12/31/2010, a salesman from Empire Today came to our residence to bring samples of carpet and vinyl floor coverings. The salesman showed up, gave us his pitch for carpeting, and we signed a contract to have new carpet installed with a "Great 15 Year Warranty". Our salesman told us that Empire would stand behind the product if we had any issues, just like they did with our laminate we had in our kitchen. We had our carpet installed on or around 1/8/2011. The installers spent the entire day installing our carpet, and it looked nice when they completed it. It is now not even 6 months later, and our carpet looks like the carpet we took up that was 10 years old! We vacuum our carpet almost everyday, and have already cleaned it once. I called Empire, only to be told by their management that wear is not covered on their warranty. Now, I spent good money on this great carpet, and it looks like its 10 years old already! I don't believe the carpet we picked out was the carpeting that we had installed. On our contract, nowhere does it say the make or model of carpeting or padding that was being installed. I believe that we were a victim of bait and switch, and would NEVER recommend Empire to anyone as they do NOT have great warranties or stand behind their crappy product that isn't even 6 months old!

We paid over $3000 for a new floor in our kitchen and dining room. the salesman ensured us that the floors could be installed directly over the existing floor. From the first week there were problems. The installers had to come back multiple times because they didn't have the correct parts. Within a month the floor started to flake. Then the treadles started to pop up at teh steps area and it was apparent that they were not installed properly. They sent out representatives twice to look at the floors. The last 'supervisor' said that he agreed with us but that he doubted that they would do anything. Now the flooring has swollen bubbles in it. After multiple letters and calls we eventually gave up.

I had a salesman come to my house for a free in-home estimate. He wouldn't give me a straight answer about the products or how much exactly the carpet, the padding and the work each would cost. He quoted me an astronomical figure for the job, which he brought down by a few hundred dollars when he saw my stunned face. I decided to go ahead with the job because I really needed the carpet installed right away. The installer never showed up! I got an apology and a further discount if I still want them to do the job. I don't think so!

I had a terrible experience this past month with Empire's Window Treatment division. I needed to replace broken vertical blinds that came with my home when I purchased 7 years ago. I really didn't have the money but it became a necessity. I decided on Roman Shades. Since there are no good pictures on Empire's site, I checked others to make sure they are what I wanted. Unlike when I purchased carpet and flooring, the salesperson DID NOT have a sample. What he had was a book with pictures. The picture showed a white roman shade set inside white moulding on a white wall. I didn't want white, so there were pieces of colored fabric in the book as well. From this small sample I chose the moss green. When the installer came to measure, I told him I wanted the shade inside the moulding. He told me I wouldn't like it like that - and to believe him because he has been doing this for 20 years - and measured from the outside corners of my moulding. What no one told me and what I could not see because there are no samples and no picture of a roman shade in a color other than white, is that the metal housing at the top of the shade is white - it does not match the shade fabric. If you look at roman shades at other websites as I had done, they all have the housing in the same fabric as the shade. I have a deep colored wall and green fabric that goes from corner to corner covering my moulding AND AN INDUSTRIAL WHITE METAL STRIP ACROSS THE TOP. I am extremely unhappy and have spoken to many people including Maggie in customer service, Helen Brown in the 'complaint resolution' dept, and Tim Sherwin from 'the office of the president.' I got the same answer from all of them. TOO BAD - YOU BOUGHT THEM. I challenged them, especially the guy from the president's office, so show me where I would have known I was getting a white metal housing with a green shade and he said 'I don't know that you would.' The are hideous and no one was wiling to help. I asked for my money back - no way. I asked for a different blind (one that comes with a valance of sorts) - no way. I asked them to just resize what I have so they sit inside the moulding the way that I had originally asked the measurer - I figured if there was white all around the shade I the housing would blend in - AGAIN: NO WAY. I asked to speak to the president and was told NO. Tim Sherwin told me they are a privately held company and he did not have to provide that information. I asked to speak to his boss and he said NO. The worst part of the whole experience - beside the 1000.00 dollars I spent on horrible blinds - is the lack of concern or understanding on Maggie, Helen, and Tim's part. They all said the same thing - EXACTLY THE SAME THING - it was obvious there is a script and no matter what I said or how upset I became (truly - like most people I do not have 1000 dollars to throw away) they all said the same words. This was the worst service I have ever received and the worst major purchase I have ever made. Obviously I will never again purchase from Empire Today.

Do not walk away but run...I had carpet installed in a larger than 12' room. Not once did anyone from Empire tell me that the seams would not match...the day of the installtion the installer advised us that the seams would not match...then told us to live with it a few weeks...after 2 weeks of missed or late installers...a new person from Empire came back and advised us that we would need a different type of carpet...other rooms have the same with exception of the bedroom..Now we get a bill and Empire can not do anything about it...they haven't finished the installation...and we now have to start paying on the carpet because their computer is tied into Wells Fargo and they can't redo it...Now if that isn't a bunch of hog wash...DO NOT WASTE TIME ON EMPIRE...go anywhere..I wich I had done my homework before getting intto this mess...

Friday, April 29, 2011, I took a day off work as Empire was supposed to lay outdoor carpeting on my outdoor porches. Each porch is covered. It had rained the previous day. The porch was dry except on one small overhang. It was damp. So they said they would be back between 5 and 6 o'clock. Well at 7:20 I called the installer. He said he was still planning to come and would be their in one hour. Never showed. Saturday a.m., I called Empire. A beautiful sunny day. They said they would have someone call me and install it that day. Again, no call, no SHOW. Monday a.m., I called Empire again. Asked for a manager, they stated they could not do that as they had to call the area in which I lived and just leave messages, but they guaranteed that someone would call me. Again, no call, no SHOW!. It is now Wednesday. I called at 5:30 p.m. (after work) and was told again that someone would call me tomorrow as they closed at 5:00 p.m. I bet it will again be no call, no SHOW. I will never refer this company to anyone.

Watch out for swapping face weights! I went to Home Depot, found a Mohawk carpet sample I liked and received a price quote of 1250 installed but did not want to wait the 2-3 weeks for installation. - Called Empire, a salesman came out and showed me a carpet sample much like that of Home Depots. He quoted 1450 (with their 60% off sale) and I told him if he could get me somewhere near 1250, it'd be a deal. He made some phone calls, which I know is b/s, and said 1250 is a deal. The carpeting I had choosen was really heavy and thick. My late father owned a flooring company for years so I'm familiar with quality and face weights. I'd probably say it was a 75 or so. You could leave an imprint with your finger tips. Installers showed up today - 4 weeks later cause I couldn't take off work for the appointment... Carpet was almost a shag! I immediately called Empire who sent the sales rep. He pulled out the sample and said "Look the same to me?" I asked the installer what he thought and he even said "nah, it's a different carpet, not as thick." He then offered me 200 off to which I declined and asked to cancel the order. Order is canceled, and though I have a room without flooring for probably another few weeks, I am happy... I asked the installer if this happens often, and he said "people always say it feels different." My guess is probably because people don't understand face weights or aren't familiar with carpeting... Familiarize yourselves! Empire will screw you!