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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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Empire Today reviews & complaints 838

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7:03 pm EDT
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Empire Today squeeky floors

We spent $5000 on new carpet for our house. The carpet was laid on July 10, 2012. The sub floor in the master bedroom is squeaking badly and they say we should have told them before they laid carpeting. I had no idea it would squeak worse after new carpeting was installed.

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95eclipsers
Los Angeles, US
Mar 14, 2013 6:03 pm EDT
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Squeaking gets worse over time whether you lay new carpet or not. It's not a carpet problem.

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SonOfDad
Joliet, US
Sep 28, 2012 5:07 pm EDT

another stoopid comment by brenda

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1:19 pm EDT
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Empire Today fraudulent product guarantee

We had Empire Carpets come out to measure a small (30 square yards) family room. We selected a carpet and the salesman assured us that we should go with the higher grade carpet because it was to be in a high traffic area and the carpet he recommended came with a 7 year wear and stain guarantee. We were skeptical and ran him through several scenarios (kid's spill juice, etc.). He assured us that they would come out and replace the carpet if the pile started to wear or we got a stain from normal food/beverage or household dirt. We have areas of wear and discoloration even though we have cleaned the carpets and when I called Empire New Jersey, "Kathy" told me that we would have to schedule an $85 service call for them to determine whether it was from manufacture defect. We paid $1000 for 30 square feet of carpet that didn't last 3 years. I was completely lied to by the salesman and scammed by the company. Never again. We are redoing the carpets in the rest of the house and I will go through a reputable carpet company. Don't be fooled!

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Anna Cklark
Glenolden pa, US
Jul 10, 2013 7:25 pm EDT
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I have a major complaint. When I ordered carpets, I also bought a kitchen floor. I was selective with my colors because I was told that Empire's samples are a far cry from what they colors really are. The grout in the kitchen was supposed to be dark, it came very light but they profess it's the one I picked out. When I convinced them differently they came and re-did it darker. I did pick the one on the slab that they said but that slab was dark not light. Then I picked the floor, it was tan/brown (dark) it came in a medium brown but I didn't complain but all in all I did like it. Then the carpets came...they were to be green (push them one way they are lighter/the other way they were supposed to be dark what I wanted) but needless to say they were a med green and I hate them with a passion. Now I only have them since the spring and I swear I see wear on the steps going up stairs and down stairs, and they are looking dirty all ready (despite I have area carpets on the high walk areas). Those carpets cost us a pretty penny...I'm so disgusted that if I could I'd rip them up and put wood...I wouldn't recomment Empire Carpets to my worst enemy.
Anna Clark
techanna@yahoo.com

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12:18 pm EDT
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Empire Today unreal

Do not use empire today. I will try to make this long horrible experience tolerable for the reader because unlike empire today I am considerate to others. First of all, I have to say that my salesman was nice (Although he tried to upsell us - you can talk them down). He worked hard for us and I can not take that away from him. I also want to say that the poor installer caught the brunt of the [censored], let's be honest, the installers are the ones doing the actual work. First, wells fargo who does the financing said we were declined but really they had the wrong social security number down because empire transferred the information incorrectly, so then we get that settled after 7 hours and we received our credit card from empire. The day of installation no one shows up even though I confirmed the installation and received an email. I received no phone call, absolutely nothing, so I call they tell me I was denied. That's funny empire because I have the card you sent me and the confirmation email you sent me. So I call the installer he was told that he was too go to another job, but still no one calls us to see what's going on? So the installer has to call empire today and ask them what happened empire says "oh they were approved". So I have to tell the installer to come back the next day. The installer shows up the next day because the other guys went to a completely wrong house in another state, explain how that happens? So now they tell me it's a 2 day job after I was told it will take 8 hours. This corporation is a joke, like many, but after reading the complaints and reviews it's a miracle they are still in business. Can someone tell steve silvers to please take a look at his company or he will be an unsuccessful business because I can honestly say that in the last 2 days I have told as many people as I could to not use empire today and to go with a flooring company that knows what they are doing. Please everyone save yourself a hassel and use someone else especially if you have a job and would like to be as stress free as possible.

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Empire Today sales practices

An Empire salesman came to my home and I picked a carpet. When he measured the two rooms I was having them put carpet he came up with 850 square feet. I had measured myself the day before and calculated much less however I did not question him because I felt he knew his business better than I. I gave him the required $200 deposit and he placed the order. He wanted to install it next day but I was not available so I had to schedule it for the following week. The next day I called a local carpet dealer and that evening he came to measure. His measurement came in at 200 square feel less than Empire's measurement. In dollars that was an overcharge of almost one thousand dollars. I was livid, especially since this same Empire salesman sold me carpet at my workplace about two years prior. I am sure the same thing happened there. I cancelled my order with Empire customer service department within the three days required to receive the refund of my $200.00 deposit. Ten weeks and two phone calls later I still haven't received the refund. Needless to say I ordered the carpet from the local carpet company and have since had it installed.

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Empire Today carpet

Empire came to my house for a free estimate. They measured 2 bedrooms and my living room. They told me i needed 845 sq ft of carpet and wanted $6, 500.00 for the middle carpet, but with the special deals it went to $4, 500.00. After telling them to forget it it went down to $3, 500.00 for the low end, and then $2, 400.00 if i let them install it the next day. Well needless to say i said forget it that i wouldn't do business with them. I decided to get the house measured by an independent installer and low and behold the real square footage of the areas is 690 sq ft and that's adding 10 sq ft extra. Don't believe anything they say to you they are the biggest crooks I've ever dealt with.

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don'tbelievethead
Aurora, US
May 16, 2012 10:09 am EDT
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Thought I was getting a good deal only to find out I was ripped off! My carpet looked bad only after 4 mos, after several phone calls and doing my own research found out they only sell cheap carpeting, could have gone down the street to a local company and had far better carpet installed for less or the same price I was charged for this cheap stuff. It was a builder grade carpet that was sold to us as a quality carpet. Don't ever use this company, all of their carpeting is poor quality unless it is something they don't carry in stock and then they charge a ridiculous prices. Beware of this company, they do not give price breakdowns so there is no way to comparison shop, you have to trust them for their word, which means nothing!

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3:54 pm EDT
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Empire Today damage

I should have really look around a lot better before I signed off on the installation. When they left I found a section of paper ripped off my dry wall, a hole in the wall when they moved the furniture back, a section where it looks like they cut the carpet short so spliced in a piece and it stand out when I move the end table where it should be. Now I have a seam in the middle of the room that is starting to separate and since it is barber if any of the fibers loosen it will run.
When I got the call to see how satisfied I was I told them about the problems and she didn't seem to care. I can't afford to pay someone else to repair everything so I guess I am stuck but I have told everyone I know not to use them!

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Update by Alice Baker
Jul 27, 2012 12:44 pm EDT

Dear Rebekah Clerk,
Could someone please call me? You have my number.
Thank You
Alice Baker

Update by Alice Baker
Jul 26, 2012 7:22 am EDT

Yes I was contacted yesterday and someone is suppose to call to day to give a time when they can come here to make the repairs.
I haven't heard from them yet but it is still early. I am sorry I listened to my friend when she told me that after I signed the release I couldn't do anything. I should have called you right away. Your response after I posted day before yesterday has been quick and satisfactory.
Alice

Update by Alice Baker
Jul 25, 2012 8:14 am EDT

Was told by friend who used Empire herself that once you signed the release there was nothing I could do.

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DSgamby
Thunder Bay, CA
Jul 25, 2012 7:59 am EDT
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OP, why didn't you call Empire Today the moment you noticed these problems instead of waiting until they phoned?

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5:38 pm EDT
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Empire Today horrible customer service/horrible installation

First, let me start off by saying I am a trained insurance adjuster, 14 years in the business. I have NEVER dealt with a company which has provided such poor customer service and poor installation. I am trained on the specifics of how to estimate, install, roll, and stretch a carpet. So, imagine my surprise when my mother calls me and asks me to come and take a look at her carpet which EmpireToday installed. She was already pissed because they called the day of the scheduled installation last week to cancel on her 20 minutes before they were supposed to be at her home. When I originally looked at the estimate, I told her it seemed a little shady because there was no square footage listed or pricing per sq ft. She wanted to go with them because of the advertised discounts. Even with the discounts, I told her the pricing seemed high. I inspected the 3 bedrooms. Whoever the installer is has no idea how to roll or stretch a carpet. There are air bubbles underneath the carpets in every bedroom. Almost looks like a buckled hardwood floor underneath the carpet. Too bad they have NEVER had hardwood. In addition, the seams in the closets were not tacked down at all. I can literally take my hand and lift up the carpet in all of the closets. In my oldest son's bedroom, the carpet is not even the same width as the closet, and there is a one inch gap in the front of the closet with no carpet. The smallest bedroom which is about 11 x14, they decide to roll the carpet by the 14ft side, so there is a seam right before the closet and another seam in the closet. Who does that? If you don't know, carpet comes in 12ft or 15ft rolls. So if you have a 11 x14 room, you roll the carpet on the 11 side w the 12 ft roll, you roll it 14ft long and then into the closet. There should be NO seam in a room like this. NOT ONE! My parents room which is about 22x14, they decide to again, roll on the 14ft side. So my mom has a 22ft seam going down the side of her bedroom, and then it stops. Looks like they ran out of carpet, patched in another piece, so it looks like a quilt. Common sense would say, roll 2-12ft pieces on the 22 ft side. There would be one seam-in the middle and if they are good installers, it should be barely noticeable. These pieces could have gone right into the closets as well. Very little waste and few seams. Any good carpet installer knows this. The entire carpet needs to be replaced now because the job is sooooo incredibly bad. They are holding up further construction my parents are trying to do because NO ONE WILL CALL US BACK.. It's been 48 hours and we have not heard from a soul'. I even called the BBB and asked how the *** did they get an A+ rating based on the number of complaints I have read from this site, other sites, twitter, and facebook. The gentlemen was very helpful and led me to believe they are going to look into this further. I told my mother if we do not hear from anyone by the end of the day, we are calling our local news investigative reporter to look into it. I am just in aw. I have worked with hundreds of flooring installers over the years and have never seen a job quite this bad before. It really is awful. Wish I could upload photos for you all to see!

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Tom Cat101
Oak Grove, US
Jul 29, 2012 8:42 pm EDT
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It is very easy to see that the installer had little or no experience when it came to installing carpet. I have an appointment scheduled tomorrow afternoon and after reading all the HORROR stories about Empire I may just cancel in the morning. All I have seen so far are all negative comments. Not only on this web-site but also several other sites over the past two nights.

Think I'm going to go with Lowe's or Home Depot before I make this mistake. Empires current offer is Pay for the two largest rooms and get the rest of the entire house done for installation cost only. Sounds to good to be true so it probably is.

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Empire Today horrible customer service & installation

First, let me start off by saying I am a trained insurance adjuster, 14 years in the business. I have NEVER dealt with a company which has provided such poor customer service and poor installation. I am trained on the specifics of how to estimate, install, roll, and stretch a carpet. So, imagine my surprise when my mother calls me and asks me to come and take a look at her carpet which EmpireToday installed. She was already pissed because they called the day of the scheduled installation last week to cancel on her 20 minutes before they were supposed to be at her home. When I originally looked at the estimate, I told her it seemed a little shady because there was no square footage listed or pricing per sq ft. She wanted to go with them because of the advertised discounts. Even with the discounts, I told her the pricing seemed high. I inspected the 3 bedrooms. Whoever the installer is has no idea how to roll or stretch a carpet. There are air bubbles underneath the carpets in every bedroom. Almost looks like a buckled hardwood floor underneath the carpet. Too bad they have NEVER had hardwood. In addition, the seams in the closets were not tacked down at all. I can literally take my hand and lift up the carpet in all of the closets. In my oldest son's bedroom, the carpet is not even the same width as the closet, and there is a one inch gap in the front of the closet with no carpet. The smallest bedroom which is about 11 x14, they decide to roll the carpet by the 14ft side, so there is a seam right before the closet and another seam in the closet. Who does that? If you don't know, carpet comes in 12ft or 15ft rolls. So if you have a 11 x14 room, you roll the carpet on the 11 side w the 12 ft roll, you roll it 14ft long and then into the closet. There should be NO seam in a room like this. NOT ONE! My parents room which is about 22x14, they decide to again, roll on the 14ft side. So my mom has a 22ft seam going down the side of her bedroom, and then it stops. Looks like they ran out of carpet, patched in another piece, so it looks like a quilt. Common sense would say, roll 2-12ft pieces on the 22 ft side. There would be one seam-in the middle and if they are good installers, it should be barely noticeable. These pieces could have gone right into the closets as well. Very little waste and few seams. Any good carpet installer knows this. The entire carpet needs to be replaced now because the job is sooooo incredibly bad. They are holding up further construction my parents are trying to do because NO ONE WILL CALL US BACK.. It's been 48 hours and we have not heard from a soul'. I even called the BBB and asked how the *** did they get an A+ rating based on the number of complaints I have read from this site, other sites, twitter, and facebook. The gentlemen was very helpful and led me to believe they are going to look into this further. I told my mother if we do not hear from anyone by the end of the day, we are calling our local news investigative reporter to look into it. I am just in aw'. I have worked with hundreds of flooring installers over the years and have never seen a job quite this bad before. It really is awful. Wish I could upload photos for you all to see!

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Empire Today installed carpet wrong

Installed carpet a year ago in 3 rooms. Installation of carpet is incorrect in every room. Empire denies any liability or wrongdoing.
Still have patchie carpet. Regional customer service said "get an Attorney". If you want aggravation for years call empire today.

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Empire Today consumer fraud

My wife and I have used Empire before in our home in Virginia, and I recently attempted to purchase carpeting for our new home in Florida. The sales person (Paul) (I will leave out last names as they know who they are), arrived at our home and showed us the samples we were interested in. He measured all the rooms to be carpeted and then figured the quote. We talked a bit about the promotion they were offering (60 percent off), he stated that after the discounts for the promotion and being a return customer, the price was about $4700. After a brief pause, he asked my wife what she wanted to pay which she replied $4000. Paul then called someone on his cell phone and being that we could only hear one side of the conversation, he said they will no pay more than $4000. He said ok to who ever he was talking with and hung up, and told us ok done (contract # 046FAAG468). We selected the carpet and signed the contract with an installation date of June 1, 2012, and explained that we needed to return to Virginia on Monday and he said there would be no problem. He explained that we could cancel with in three days of the order. The next day my wife had to go to the dentist for a tooth ache and was informed that she needed a root canal right away (which was not budgeted for at this time) now because of a shortage of funds, we decided to cancel the carpet order. My wife called [protected] (spoke with Marco who said he is a cancellation specialist), and told him we needed to cancel the order due to the root canal and shortage of funds. He told my wife he was able to bring the price down to $3000. if we didn't cancel. My wife told him that she was in a lot of pain and couldn't deal with this right now and asked if she could call back the next day. He said yes and gave her is direct number, she also asked if there would be a problem with the type of carpet we ordered as it was supposed to be installed on June 1st and he said no it was an overstock item! The next day my wife called Marco back and she told him that if we could get the price down to $2900. dollars and could have the carpet installed on Saturday June 2nd as we had to return to Virginia on Monday we would accept the offer as we could afford that. He stated ok and sent us a confirmation email with the new date and time. That night my wife received a call from (Bryan) regional sales manager who told her he had received a call from her husband (gave her the wrong name apparently not realizing she hyphenates her name) who told him there was a problem with the order and he needed to speak with her. She told him what had transpired and that it everything had been resolved. He told her that she should contact customer service to confirm that there were no problems (which she did and at that time customer service confirmed that everything was ok and said there were no problems)! At that point I told her that I had a feeling they were going to cancel the deal. Saturday morning at around 7:00 am I received a call from Empire customer service who said she was sorry but there had been a mix up as to weather our order had been cancelled or not and by the time they determined that it had not been cancelled the carpet didn't get on the truck. I asked when they could get it installed, she said Tuesday June 5th. I told her that I need to talk to my wife and asked if she could call back in half an hour and she said yes. I then spoke with my wife and told her what had happened. We waited until approximately 10:00 am and I then called them back. I explained why I was calling and the customer service rep I spoke with said see what was happening. She got back on the phone and said the reason we were not getting the carpet was that it was out of stock. At this point I told her I felt this was a scam and she said oh no we wouldn't do this. I told her that then she need to cancel the order and refund our deposit. She said ok and gave me a confirmation # crediting the funds back to my credit card. Shortly after this call. the original salesman Paul called and asked what the problem was being that I was extremely angry at this time, I told him I resolved the problem and hung up! (Didn't cuss, call him names or anything surprisingly given the anger I was feeling) Being that we had time to kill now, we went to Home Depot, Lowes and local Independent dealer with the measurements and received quotes for the same quality carpet, even below the $2900, quoted by Marco. however due to time constraints, we were unable to purchase carpeting on this trip thanks to Empire.. Needless to say, we will never use Empire again nor will we recommend them. I am also considering filing a complaint to the Florida Attorney Generals Office fraud division and speaking with my own lawyer. Being a retired police officer from the state of Florida, I pay attention to details. They are quick to tell you that they record there calls, but they forget that when they do that, they have allowed you to do the same! Empire loves to tell people they try to resolve all complaints but they do not have enough information to contact you, well if your reading this, I have provided the contract number and my name! Sincerely Richard Dostie

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Update by dostie1
Jun 06, 2012 2:02 pm EDT

Let me know how you feel when it happens to you!

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Empire Today carpet/flooring

If anyone out there has any kind of problems, PLEASE contact me.
wear on carpet

bought carpeting from empire today. Just after a few weeks I started to notice wear on the carpet, the stairs and landings started to show alot of compression. contacted them. Some jerk came out and told me to keep vacuum every other day. I am also having problems with my flooring too.
[protected] [protected]@aol.com

.

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jbravo
Cleveland, US
Jul 12, 2012 8:08 pm EDT

Empire has installed flooring in my home on three different occasions.Carpet, hardwood, and ceramic tile. In a time span totalling over 12 years total, all three experiances were absolutely awesome. The salesman was a true proffesional, the installers where flawless and my floors are still as new as they were day one. Sorry to hear about tour luck but Empire kicked ### on my jobs

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Empire Today fraudulent quotes

Let's just say Empire does not live up to it's advertising me buy one room, get two free. I had 500 sq. ft I wanted lamented. He quoted $5400. Even as he was trying to get financing, I knew I wasn't going to take this deal. I cancelled the contract the moment he left. They the rep. called telling me saying he got a notification that i cancelled. After I told him yes and the reason, he asked did the home office give me a lower price. I was like, this man is fool or he thinks I'm one. I told him that he quote was extreme high for 500 sq. ft. Thereafter, he kept calling me several times and finally, I called back. Much to my chagrin this rep. advised that I had been approved and wanted to know if I wanted to go forward. I told hm no and hung up the phone and called the home office. The home office was even worse. I must say, while the products Empire is showing seem to be good, they want to take the customer to the poor house. I called Home Depot and I could get this 500 sq. ft space completed for under $1, 000 dollar. Empire is a rip off and don't use, even if you can get financing for a year. Further, there no such thing a buy one room, get two free. RIP OFF COMPANY.

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Update by StevenRoberts
Apr 24, 2012 1:47 am EDT

Thanks but no thanks. Rip-off pure and simple. Leave me alone and I get to keep my $5, 400

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Empire Today - refund of deposit

Jan 17 2012 had a salesmen come to my home, we entered into a contract for laminate flooring and was assured by him and also a document we signed, that we could cancel within 3 days and receive our deposit back.On Jan18, 2012 I called to cancel, also followed instructions on cancel document to submit in writing of cancel and would receive my deposit within...

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Empire Today Carpet Fuzz

On Feb. 24, 2017 We had carpet installed. We were assured by the sales rep. Randy that this carpet would not shed. He even demonstrated how a less expensive carpet would shed, but a higher priced one would not. We went with the higher priced one. I have continuously vacuumed this carpet but it continues to fill the vacuum after only several passes. Needless to say our clothing is full of the fuzz. We feel that we have been deceived with the type of carpet we received and want to be charged for the lesser priced item.

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UpsetCustomer2013
Sun City, US
Feb 06, 2013 3:34 pm EST

To Whom It May Concern:

I had service completed at my home recently. While I like my new carpet, the customer service was extremely poor, untrustworthy and unprofessional.

When the sales rep came over to my home to show me samples and I agreed to the color and quality, he told me that I needed to put $2, 000.00 down and pay the remainder upon completion of the job. I called my daughter, (she handles all my financial business) and she told me to go ahead and give him my debit card for the down payment but told me that we will pay the remainder with a cashiers check. My daughter also spoke to the sales rep and verified the down payment and letting him know that she was going to pay the remainder by check.

Moving forward, my daughter noticed another debit in the amount of $2, 000.00, (totaling $4, 000.00) before the job was completed, that was taken out of my account after she had specifically told them not to use the debit card for any further deductions since she was going to pay the rest of with the check. When they completed the job, I mistakenly paid with a check from an account that I closed, as I consolidated my accounts, and I was notified from express flooring that the check I written was from a closed account. I was very apologetic and told them to contact my daughter and she will fulfill the payment.

My daughter was never notified and then a few weeks after hearing from express flooring, they sent my information to a collections company that sends out preliminary lien notices. In the mean time, my daughter noticed, that yet once again without permission from myself or daughter, they accessed my debit account and took out 2 more payments to fulfill the balance and this happened after they debited my account.

My daughter was understandably upset, as I am elderly, and the manger was being very condescending and refused to listen to her argue her case and wanting to understand why they had even taken this situation as far as they did especially since they took it upon themselves to debit my account without my/daughters permission (which I think is illegal) and commence to threatening me by attempting to place a lien on my property.

It was never in question that I would not pay the balance, and I understand I made an honest mistake by giving them the wrong check and I had given them my daughters information but they never contacted her... however, it's the principal that they were instructed to not debit my account as we were going to pay the service off using a different method, but they untrustworthily done so without permission.

Very dishonest, unprofessional service and i am going to seek what legal actions I can take against them for fraudulently taking my money out of my debit account!

I feel very disrespected and feel violated by them accessing my debit account,

Valerie
Valerie
, US
Sep 11, 2008 1:52 pm EDT

The company charged me, without my authorization, in full for services not performed and goods not received, falsely represented that they were insured and bonded, and have refused to refund my money! They're even trying to charge me a "restocking" fee of nearly nine hundred dollars, when I specifically told them that I did not want the carpet unless the installers were insured and bonded. I have been deceived, lied to, and stolen from by this organization. The general manager even went so far as to tell me that he would charge me "whatever he needed to", because he had my credit card.

A man came out to measure my house for carpet. He assured me that the installers they used were professional, bonded, and insured who were not only installing my carpet, but moving extremely delicate items. I told him that this was the only real condition that I had for the install. When he informed me that I, "might want to move some of the delicate items" myself, I informed him that if the installers were not insured, bonded, and professional, I didn't want them in my house. He not only assured me that they were insured and bonded, he told me that they were guaranteed for two years. He took my credit card number, told me that half of the total would be charged in advance, and half when they installed the carpet.

Only later on did I realize that he had charged me the whole price of the installation. At this point I reviewed the unsigned invoice, and noted that virtually everything the man had told me concerning the "insured", "bonded", "professional" installers was a complete lie. I also realized that they inserted, completely without informing the consumer, the right to charge a "restocking fee" of almost a thousand dollars. I contacted the store immediately, telling them that as far as I was concerned, not only had they baited and switched me, they also, without authorization, charged several thousand dollars to my credit card.

The general manager, who told me he was the majority stockholder in the company, told me that they routinely charge the full amount of the purchase at the time of order, that I was making a mountain out of a molehill, that the better business bureau was not going to do anything about it, nor my credit card company, and that he would, charge, "whatever he needed to", because he had my credit card. I informed him that I was extremely unhappy with the bait and switch, was not informed of the restocking fee, and would take him to court if I had to. He said, "Either way, you're still paying the restocking fee". This is, as far as I am concerned, theft by deception, and if needs be I will treat it as such.

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Steamwave
Castle Rock, US
Jun 02, 2012 9:40 pm EDT

These guy are scammers I gave them over $4500 in three. Months to help me with my web site and online stuff they didn't do anything but bs me damn I feel dumb giving them my hard earned money I am a small business and they got me good I would never recemend these guys hopefully they get caught with there scams here soon.

SKOR
SKOR
Toronto, CA
Feb 06, 2013 4:19 pm EST
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You agreed to buy carpet, had it installed, and paid for it with a cheque that bounced. How understanding would you be if they had kept your deposit but did not fulfill their end of the agreement?

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Empire Today bad service

We called Empire to see what they had to offer and saleman stoppedby. We needed carpet for our living-room and bedroom. He was your typical saleman( snakeoil type). Once we decided what we liked and questioned the price the full court press switched on. I was used to dealing with my neighborhood carpet shop but we decided to give Empire a chance, so was not used to this BS. He complained if I do not make the deal now I might miss out on a great price and he would have to make a second trip to possibly close the deal. So what if he has to do a little work. He got on the phone made a call to impress me and came back with reduced price of about $400.00 from his original quote. My target price was about $30.00 per sq yd, so his reduced price was on target. I signed off on the deal.

We were told that the 2 pieces would be bound and delivery would be from 8-6pm. I was ok with the delivery times but was told on the day of delivery if we did not hear by 10:30am from the delivery service to call a certain number. At 10:30 we called and were told they could not reach the installer but someone would call us back. We did not hear from anyone. We called a few more times up to 5pm and were told they still could not get in touch with the installers and not sure where they are!. I asked don't you think that is unusual that your company could not get in touch with someone who is suppose to deliver your product. No answer to the question, gee what a suprise.

At 5:30pm I decided I was going go out and that is when the installers showed up. I asked them why they never called me or responded to phone calls to find them. They said they never heard or received any calls from anyone all day! This means someone is lying. They then proceed to tear up my old carpet in the LR and take it out. When they brought up the new carpet we noticed it was not bound and it was one large piece. They said they cut and bind it on site.That would take at least 1.5 -2 hours. We were NEVER told this. We were lead to believe this was all done at the warehouse. Now it is 6:15pm We then checked to make sure the carpet was the right one. We checked and felt this was not that same quality we picked. More phone calls now it is about 7pm. The installer cut off a peice of the end and we compared it to the remaing BR carpet. They both agreed it was not the same as the quality in the BR. So what to do? We refused the carpet.

In the end we got zero phone calls all day to let us now anything, the istallers show up tear up my LR rug, leave a mess in the building hallway which I cleaned up. Now I have no carpet in the LR. You would think that the saleman or someone from Empire would have called us. We got zero calls all day and up until this writing. Refusing the carpet was the best thing we did. I should of read this website first. My advice is to stay away from Empire and go with works. We went back to our neighborhood carpet guy and got a better deal on a much better carpet.

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Update by nocorpman1
Apr 07, 2012 8:50 am EDT

I just got lucky with my situation with these low life, scam artists. I was able to refuse the goods when they were deivered, and now I received my refund check, so now I am 100% free and clear of these turkeys. I have been able to get 2 people so far to change their minds about ordering from Empire. I feel like my work is done here.

Update by nocorpman1
Mar 24, 2012 5:12 am EDT

Empire Carpet and Rebekah Clerk should be exposed by one the TV news shows. Nothing worse then some bad TV exposure to show how they operate.

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Junestwin
, US
Mar 07, 2011 10:32 pm EST

We had a sales representative come to our house he was very nice my first negative was when he started to bad mouth Home Depot and lows. I can't stand when a salesman bad mouths another company. Well anyway I let it slide thinking he was proud of empire. He measured and we looked at samples. I was not going to make a decision that day anyway - I just don't make decision that quick.

Well when we got our quote it was over $8000 for about 2200 sq feet that was with the buy 1room get the rest free. When I told him my quote from Home Depot was approx. $6000 he immediately dropped his price to $6500 I said I wanted to find my Home Depot quote to be sure he started pressuring me to buy - that he could have it installed on Monday today way Saturday. I told him I still needed to pack up my house - we had 2 floods in our house and it was basically a mess I wanted to go through everything myself to discard what I didn't want anymore. He became upset at that point but was still pleasant. But I was assured when I made my appointment that I would not have to make a decision on the spot. We decided we would call empire back if we wanted to use them. Still have not decided, but I figured the price would be a whole lot better than what they quoted. I don't think they actually give you the deal they advertise on TV. I expected the quote to be at least half of the Home Depot price.

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dohernan
Thornton, US
May 09, 2012 11:23 pm EDT

I had made an appointment with Empire to quote some hard wood flooring but after reading so many complaints I quickly cancelled. Thanks to all of you who posted to this site, I had no idea what my wife & I were about to get ourselves involved with.

Regards,
DH

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Peaches1379
Atlanta, US
Mar 22, 2012 11:14 am EDT
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REBEKAH CLERK DOES NOT EXIST! THIS IS THE BIG SCAM THAT EMPIRE TODAY HAS BEEN USING FOR YEARS! This fictitious person will post the same type of comment shown above so that newcomes to this board will THINK they are concerned and offering resolution. DO NOT BELIEVE THIS FOR ONE SECOND! I DO NOT UNDERSTAND HOW THIS COMPANY CONTINUES TO STAY IN BUSINESS.

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Business Response.
Northlake, US
Mar 10, 2011 8:54 pm EST

We’ve seen your other post online and reached out to you on 2/23. I’d like to look up your account so we can see the product you selected and give you more information about our promotion. If you’re interested in having us look up your account, please email your contact information to customersupport@empiretoday.com or contact me via phone at [protected] x4195 and a member of our Customer Service Team will reach out to you. Rebekah Clerk, National Customer Service Manager

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Empire Today customer service

Google the names of the Sales Manager and the self proclaimed “VP of Customer Service”, and DOZENS of complaints come up. I have a customer satisfaction issue they are not willing to budge on, and it is extremely disappointing as I relied on their #1 sales rep to provide me with the guidance and vision to select the right color for my flooring. Said Rep has not returned a single call from me. His suggestion was wrong, I'm stuck with a $7K bill, and no one at Empire cares. The “VP of Customer Service”, and supposed front line to the owner (whom I asked to speak to but was told "no") of Empire Today's Linked In profile reads: Sr. Regional CS Manager at Empire Today, LLC. The last I knew, "Regional" is not all encompassing, nor is it a Vice President. I spoke with the BBB today, and their opinion is as follows: in that I relied on their expertise and professional experience to make my decision, I have a reasonable complaint to file with them. I'm doing so now.

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Empire Ripoff Today
falls church, US
Mar 16, 2011 3:17 pm EDT
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This company does not communicate with it's customers, doesn't show up for appointments and good luck getting your deposit back. These guys are crooks. Don't use them, you will be sorry.

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Business Response.
Northlake, US
Mar 17, 2011 7:24 pm EDT

I’ve read your post and would like to be able to look up your account so I can look into the details of your order. I apologize that you feel like we didn’t communicate well with you, but as a member of our National Customer Service Team it is important I follow back with you to better understand what happened during your experience. If you could please email customersupport@empiretoday.com or contact me via phone at [protected] x4195 and I will get back to you right away. Rebekah Clerk, National Customer Service Manager

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Empire Today empire builds its empire with outrageous prices

Was looking to get laminate floor for my living area which is about 240 sq feet not a really big room so I called Empire because they had a 70 percent off sale for a ball park figure. They told me I would have to have a in home estimate and set it up for the next day between 5 and 7. Sales reps. arrives at about 7:20 complaining how far out I lived. How it cost him 15 dollars in gas to come to my house and how he works for commission all this was being said before he even showed us samples of floors or discussed priced. I thought that was a odd way to start out a sales presentation and then asked me why I scheduled for such a late appointment because he was close to my area at 10 this morning. I explained to him that my husband did not get off work until 4:30 so 5 would be the earliest we would be available. He asked me which room I wanted to get done and I told him the living area. He said he could measure it in a matter of minutes and hopefully make it home for dinner, He begin to tell me about carpet and I had to inform him I wanted laminate flooring so he bought out samples and we looked while he measured and we picked out one. He figured up the bill a gave me a outrageous price of 4000 dollars. I bought fell out of my chair. I told him I had other estimates and I would call if I choose to go with them. He then went back in to the song and dance of how far he had to come out. He told me if I signed tonight I could get in done the next day but would rather me wait until the day after because he didn't really feel like writing out the order and sending it out that night, He then went done to 3600. I still looked at him like he was off his rocker and he asked me about the other estimates I have gotten. I told him about the one I had that would be .69 cent a square foot for the laminate and 1.59 a foot to install. Which was a total of 580 dollars. He said it would not even be worth his time to give me a 500 dollar quote and went to his car to bring out a piece of what he called junk laminate and said this is what I would be getting for the 580 dollar price and went to break it. It didn't break but did crack on the backside when he tried to break it. He explained sure it would do fine for 3-5 years but after that it would look like crap and he should know because that is what is in his house. I was thinking to myself you work for empire and you wouldn't even pay the outrageous price you are asking me to pay. My husband told him that the price he was asking was way to high because our neighbors had recently gotten their living room dining room and kitchen done for right at [protected] sq ft total) and that we was not going to pay almost 4000 for our one little room. That the more rooms you get done the cheaper it is because even thought it would only take 13 boxes to do my room the driver had to come all the way out to my house and install it so he said the price had to cover the installer getting paid, the salesmen getting paid and Empire making a profit. We thanked him for his time and told him we would let him know . Then he did his final and last offer of 2700. I am going with the 580 price. I change my mind every year and remodel so If the floor only last 5 years I will get my moneys worth. Don't waste your time on having a bozo give you a outrageous price . A true legit business would have a set price for a set job and the price wouldn't change 4 or 5 times.

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Empire Today Flooring Warping from Moisture

My Empire Today flooring experience has left me feeling angry, insulted and cheated. I gave Empire Today the opportunity to make things right for this consumer and they failed. Here's my story: I purchased a home in November 2010. I have 3 dogs, 1 was a puppy at the time and, while looking at homes, I was intentionally avoiding those that had wall-to-wall carpeting because 1 of my older dogs has accidents and does not like to go outside when it's raining, my other dog marks and my daughter's new puppy was not house trained yet. I found the house I now own. There was brand new wall-to-wall carpeting in 2 bedrooms. I decided I liked the house and could replace the carpeting in the bedrooms with other flooring. In December 2010 I called Empire Today and a salesman came to my home. I told him why I wanted the carpeting replaced, specifically stating I did not want to have to replace it in the future because of urine damage by my dogs. He told me laminate floors would be an excellent choice. At a cost of $2204, the carpeting in the 2 bedrooms was replaced with laminate. The flooring looked really good. I loved it so decided to get the rest of the house done. Same salesman came in January 2011 and closed the deal on laminate flooring for the rest of the house; the cost was $3640. A few months ago, I noticed areas of the floor throughout my home were warping. I called Empire Today and they sent installers to my home. They determined the warping was caused by moisture, specifically dog urine. I was livid; the flooring had been installed less than 1 year prior and I had the original carpeting replaced in anticipation of and to avoid this exact same issue. At purchase I told the salesman my concerns and, fully knowingly, he told me laminate was the best product for my circumstances. The salesman basically sold me the same flooring but in a different composition - laminate instead of carpet! Many phone calls later; a couple of visits later, I am now being told by Empire Today that they will be happy to replace my floors AT MY EXPENSE! Comments by the Southern regional manager to me on the telephone were: Empire Today is not responsible for my choice to have dogs and the salesman was absolutely in the right not telling me about possible damage to the flooring from moisture and another comment by staff that I live in Florida and all houses in Florida have problems with moisture because it's built on swampland. C'mon, really! I orignally called Empire Today as professionals to help me, a layperson, choose flooring for my new home. Empire Today did not give me the opportunity to make an educated decision; as a result, I now have warped floors, less than a year later, that I paid $5844 for. I called another flooring company and was told they would never recommend laminate flooring for someone who has dogs in the home. Shame on you Empire Today - shame on you for recommending this flooring to me when I specifically told your salesman why I wanted the carpeting replaced; - shame on you for defending the salesman's actions, your regional manager's insensitive comments, the inadequate resolution to send installers to my home and replace the flooring at cost to me, and for inferring that I would be so stupid as to do any further business with Empire Today and/or give Empire Today any more of my very, very hard-earned money!

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Empire Today carpet

I had Empire install over $4, 000 worth of carpeting - 3 bdrms and l/r & hallways. Within one week one of the bedrooms had a horrendous odor. I aired out the room and waited one week. The odor was still there. Empire came back and told me my cats had peed on the rug and refused to do anything about it. It has been 3 months and the carpet still reeks. I had it professionally cleaned which only helped a little. I wrote Empire a letter and a representative from the office called and told me they would come and rip up the carpeting. They never showed. For 2 weeks now I've been given the runaround and passed from person to person, always with a promise that someone would get back to me. Meanwhile I have a room no one can bear to be in, and the furniture in that room piled in my living room.

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Bettye A Lynn
Atlanta, US
Jan 09, 2009 5:18 pm EST

On December 1, 2008, I called Empire Today to complain about Empire and its service. I am not complaining about the quality of their work, but the lack of consideration to their customer.

I had Empire to install some carpet in my bedroom, bathroom and down the hall. They talked me into buying the most expensive carpet they had, saying that I needed a good carpet that would last. After the carpet was laid I found that I was allergic to the carpet. I wanted them to change out the carpet and put in a lower nap, one that would not give off lint so readily. I was willing to exchange the more expensive brand for a cheaper carpet and will pay the same price. They told me they could not do that, which I had to pay for new carpet. I would have to pay the $3584 dollars plus the price of the lower grade carpet. After paying $1000 dollars cash down, I would own $2584. I think this was very unfair.

First Empire told me for them to do something about the carpet; they need a letter from my doctor (letter enclosed) saying that the carpet made me sick. When I got the letter, Empire told me that they could not do any thing about the carpet because they could not use the carpet, they would have to throw it away and that I would have to pay an additional amount to install carpet that would not aggravate my allergy.

Someone came out one time and looked at the carpet, took the measurement of the pile, and told me that there was no defect in the carpet. I told them I was not looking for defects. I wanted the carpet removed. They told me that they would get back with me, but they never did. I finally called them, after several tries they finally told me that they would not remove the carpet, if they did I would have to pay for taking it up and pay for another carpet.

I am a severely handicapped senior citizen on medication and cannot use my handicap equipment, I cannot go into my bedroom, because it makes me ill. I cannot breath. If I stay any length of time in the room I have an attack. I have slept in that room with carpet for 35 years and I have never experience anything like this. I told them I wanted a non-allegenic carpet. They aasure me that the carpet would not affect my allergies. I wanted a good quality carpet, so I went on and bought the carpet, not knowing that I would be allergic. The carpet is vacuum everyday and I am still getting lint from the carpet, the lint has some littlee crystal like substant it it. The only thing I want them to do is change out the carpet for a lower nap and I was willing to pay for the more expensive carpet. I just want them to keep the price just as it is.

Empire refuses to give me anything in writing, letting me know what decision they have made. Verbally they told me they would not do anything. I asked them to put that in writing, they refuse. I have not heard from them one way or the other.

Here is a chorology of the events I have talked to them:

Installed carpet on Oct 22.
Got sick could not breath at 11 o’clock PM.
Went to emergency at 12 midnights on 23.
Went to the medical doctor 3 times because I was getting sick every time I went in the room. My doctor suggested that I move out of the room.
Moved out of the room on the Oct 29.
Called Empire on Nov 4, 5, 6, 24, and 25
Empire sent someone to look at the carpet on Nov 19.
Called Money Bank on Dec 1.

Waiting for a solution from Empire. Have not heard from them yet.
Wrote to BBB waitign for resolution. In the meantime I can not use my handicap equipment.
I will never recommend any one to Empire Today. They charged me a rediculous price for some carpet I could have gotten from a home interior store and still yet some carpet I could have gotten from Lowes for $2000 cheaper.

Sincerely,

Bettye A Lynn

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angwils
Waterford, US
Jul 03, 2012 3:01 pm EDT

Having the same exact issue, but I have no cats for them to blame it on. I have called and called and keep getting told a "manager" will return my call. Still waiting. The room happens to be the bedroom of my asthmatic son. The lack of response is infuriating!

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RealWorld
kansas city, US
Mar 11, 2012 8:53 pm EDT

So your cat pees on your carpet and you complain to the carpet company? How id that fair? Its not the companies fault.

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Company Response
Northlake, US
Feb 11, 2009 3:18 pm EST

Dear Bettye Lynn

Empire Today is currently researching your concerns. We always want to ensure that you have the best possible experience, and a customer care team member will contact you directly within one business day to work toward a resolution. Thank you for sharing your experience with us.

Sincerely,
Consumer Advocate Team
Empire Today, LLC

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Empire Today ceramic floor tile

Had Empire install Ceramic tiles in both bathrooms. They were supposed to install a subfloor under each but didn't and lied about it. Now, I have floors that are not the required thickness and as a result, have a tile job that will only last a few years, maybe 5 if i tip toe around the house. To had insult, the installer for Empire, a man from Equador (most likely an illegal), did my kitchen/hallway under the table for cash. He messed that up to with no sublfoor under the tile.
I contacted Empire and they didn't respond. The only responded when I disputed the charge with Wells' Fargo. He swore up and down that the tiles had subfloor (a lie). He didn't install them nor watch its install. I know have to take Empire to court. I am trying to get the installers license number ( I assume he has none), so I have have him arrested and file for funds from unlicen. workers. Empire won't give me his license number. He are NO help, only part of the problem.

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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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