Empire Today

We have Empire Today installers at our house right now. This has been a real disappointment. The installer first questioned if they had enough carpet to do the job. Then we find out that the "transitions" that are supposed to be included in our job are an additional $350. WHAT!???? These guys sure do a good job selling this stuff. Our sales rep, Doug, sat with us for over 2 hours. We watched football together and everything. Now, the day of the install, funny... the store doesn't seem to care about the install. We have called the sales rep, the store, created a ticket and asked for a Manager to return our calls. NOTHING! CRickets. They already sold you and got their money. SAD!

I feel that my floor was his first the installer was way off on his measuring very bad work .

After having your carpet for about a little over a year, we noticed that it was starting to mat up and ripple up. After several several phone calls, they finally came out restretch the carpet. Still, the quality is absolutely hideous. We purchased the top-of-the-line carpet and padding and have been nothing but dissatisfied with the quality and customer service. Spoke to management And they are not willing to do anything they make empty promises and never follow through. Very dissatisfied with this company. Still waiting for a call back.

Wouldn’t say this is the worse or best but my experience was pretty good other than the negotiating of final price. Rep arrived on time, brought samples of what I put in my notes on the appointment form. Rep gave me a quote for 2 bedrooms of my chosen carpet. 2800. After pricing/shopping on my own for similar carpet I knew I would pay about 2k. I told her I would think about it. She came back with 2400. Better, but told her I’d still think about it and let her know what I decide.Rep came down to 2k. I said ok. Installation day was smooth, carpet looks great and feels great with the upgraded padding under. So… don’t accept their first price. Play the “I’ll think about it game”. I could have paid 800 more if i accepted the first price for the exact carpet. They don’t want to leave your home without the sale so use that as your advantage. It’s like buying a car so be prepared.

Do not order from Empire! We ordered a carpet on November 13th and called on November 15th to ask if we could see the samples again before our install date (November 29th) - I am posting this on November 24th and have gotten nowhere. We have called, emailed and texted Empire daily ever since then and no one has been able to help us. All we get is the standard "we are sorry for the inconvenience, someone will contact you soon." We are also getting married at our home on December 5th so we are up against a time crunch. After delays due to quarantine, you would think getting a simple carpet install would be the least stressful part of planning a small wedding. Thanks a lot Empire - Congrats - you are absolutely the worst.

uyer Beware! I bought carpet for my family room from Empire in January of 2018. In November of 2019 I had it professionally cleaned. The cleaner (who has the necessary IRCRC certification to satisfy the Empire warranty) asked how old the carpet was. When I told him about a year, he was shocked. He said it was matting and if I had a warranty I should contact them. It had a 15-year abrasion warranty. I did make contact and they sent an inspector. They denied the claim and I think it was the salesman who went to bat for me to get them to acquiesce and replace it. I chose another carpet and after having it for about a year, my dog vomited on it. It had a pet stain warranty. I called Empire. They emailed me a sheet of how to get out stains. I tried and then they said to again to have it professionally cleaned by an IRCRC carpet cleaner. I did for $145 and he was not be able to get the spot out and made a note on the receipt that the carpet was matting as well. This was a different cleaner. Empire management came back and said that Shaw, the manufacturer of the carpet, would not honor the warranty. I said that Empire should honor it. I have referred 3 other people to them since I bought. I am sorry they did. Bottom line, they DO NOT HONOR THEIR WARRANTiES or STAND BEHIND THEIR PRODUCT. Don't waste your time or money. ALSO they responded to my review on Google Maps and Angies List asking to call them and then offered to replace my warranted carpet at a discounted price. So it looks as if they are responsive, but they are NOT. The salesman who came out and measured again said the price should have been about $800 and if they said they would discount that it should be a good deal. 1st, it should have been for free, 2nd when I picked out a new less-expensive carpet they quoted $1800. The original, stained higher face weight carpet was $1100! It's as if they are determined to ruin their own reputation. Plus I had to spend $145 out of pocket to have it professionally cleaned and inspected. Empire Today, carpet tomorrow and a useless warranty the next.

I have only bad things to say about Empire Carpets. I made an appointment with Empire and was scheduled the following week for a sales rep to come to my condo to take measurements, show me samples and provide estimates. I was told that a sales rep would be at my condo between 11am to 1pm. So at 1200 noon I decided to call to verify that appointment. I was then told that the sales rep was running behind and now arrive at 1:30 pm which I told them that's fine I will wait. Well, 1:30pm came, then 2pm, then 3pm and no sales rep, no courtesy call, no nothing. So I had waited 3 1/2 hours for a sales rep or courtesy call received nothing. I then contacted Empire and was very upset and spoke to a supervisor. All she kept saying was that she was sorry and would send the compliant to the sales department and of course the only one who lost was me - the customer. What happened to providing excellent customer service. Then she had the nerve to ask if I would like to reschedule - imagine that. I asked her was she serious that I would even think about rescheduling with no guarantee that a sale rep would come. Then the next day I receive a call from a sales rep from Empire asking if I would like to reschedule the appointment. Apparently the complaint never made it to the sales department as the Supervisor explained to me. I would never recommend or schedule an appointment with Empire Carpets again. They receive no stars in my book.

I have very few nice things to say about Empire. Our story is a long one, so be prepared. It started with an in home estimate back in May. We scheduled a couple months out in order to gather the money needed for the flooring. When we wanted to take a room off of our order, Empire couldn’t find the area we spoke about, so they sent another representative. Upon further investigation, we found that the original sales rep didn’t even add one of our rooms to the quote. Now we are looking at a few hundred extra dollars. Our floor sales rep and her supervisor were able to fix that issue. This is the one amazing thing I can say about Empire. Saidy (the sales rep) has been a bright spot in all of this. Unfortunately, it ends there. We scheduled for July 6th. This is when we wanted the floors INSTALLED. That morning we get word that they are just delivering materials and NOT installing. I am all for following the floor acclimation process, but we were not informed about this. Being parents of a very active one year old means we have to schedule these things carefully as to not disrupt his routine. They deliver the materials and want to come back the next day for install, but we couldn’t do the next day because like most people we work for a living, so we scheduled for Thursday July 9th. When they arrived, they informed us that they weren’t installing YET AGAIN. Instead they were just going to take up the floors and come back the next day to install. Again this goes back to communication. By the way, did you know that Empire has about 6 different numbers for their customer service line? Oh, but I forgot the best part...THEY DON’T ANSWER A SINGLE ONE OF THOSE NUMBERS. Needless to say, at this point I am not thrilled to be working with this company. We would have done some where else, but our financing worked best through them. We make an agreement with the installers to at least complete the living room, so that our son has full reign of his space. When taking up the tile, the installers found black mastic (asbestos) and had to stop the job. This we totally understand is just a fun part of being home owners. We got the flooring tested in the rooms we were getting done and then got the asbestos removed. Once we finally got the air quality report, I thought we were finally back in business, but NO. After calling 3 of the 6 aforementioned numbers above, I was finally able to get a hold of customer service. When explaining that we emailed the air quality report and were trying to schedule the install, the rep tried to contact install to get this done. Turns out that the departments don’t answer for each other either. She said that she created a ticket and that I’d hear from someone in 24 hours. That didn’t happen. Shocker. So I tried calling again. No answer? Shocker again. I contacted our sales rep. She was able to finally get something set up for us. Awesome, we are good to go. Did I mention that my whole 4 person family and two dogs have been living in our master bedroom for over a week at this point? Fast forward to today (Saturday July 25th). I am patiently waiting for Empire to call saying that they are headed this way for install. Eventually at 1130, I receive a call saying that they are DELIVERING MATERIALS to our house. Mind you, we have about 700 sq ft worth of vinyl, underlay, and trims sitting in our house (it’s been there for 20 days). I questioned the gentleman about this. He was just as confused as I was. He contacted his boss, and she then gave me a call. Rosemary apologized for the confusion and asked if they could come out on Monday. At this point I am so angry that I want to cry. I have absolutely no nice words to say to Rosemary, so I answer with one word answers and hang up the phone. This has been the most stressful experience since buying our home, and we had killer mold in our house. The customer service experience has been absolutely unacceptable, and honestly I wonder how this company is still in business. We are at day 20, and I wonder how many other people have experienced similar issues because I’m appalled.

I would not recommend Empire Today to do your flooring. I had a crack in my laminate wood from installer and they wanted to charge me extra to come out and repair the damage, although it's a small crack they should hav repaired it with no problem. They are way over priced to begin with.

Complete rip off! I paid cash for my carpets almost $6000. Five months later the carpet is spraying seams are showing badly, the carpet is not stain resistant as I was promised, tracks show badly throughout the house. Mind you I am a clean freak and no one is allowed to wear shoes in the house. I filled a claim and they declined it would a bogus response that didn’t make sense nor did it have anything to do with 4 out of the 5 problems I am having. I have called 8 times and sent 5 emails to the areas manager asking for him to clarify the denial since it didn’t make sense and not a single work back. DO NOT GO WITH THEM!

I left work early to meet the installers. They wanted $500 more than the agreed upon price. I called customer service in TX and was put on hold for over 10 minutes before I was told that the man I had been working with was on the phone, but this person would send them an email and they would call me back. 20 minutes later, installers waiting and threatening to leave, I called back the main customer service number in tears as I had woken up at 3:30am to disassemble my bed and my house was a disaster to accommodate the installation. They finally figured it out. There was an added difficulty of a language barrier as the installers spoke little English and o speak no Spanish. They began installing (about an hour after they arrived) and then left for a 1.5 hour lunch. They had one small room left to do and I was assured the carpet would be there and the installers were set to come out the following day. I called the following morning to confirm before I left work early again. I got home just to receive a call from an extremely rude install manager telling me they wouldn’t be making it out that day. They would be there between 2 and 6 the next day. Meanwhile, I can barely navigate my bedroom with all of the furniture being kept in there. The following day at 5:30 I receive a call saying that 2-6pm was now going to be 8:30pm. At 8:45pm I called customer service again and they told me that the new ETA was 9:30pm. They showed up at 10pm and left at 11:57pm. I work early mornings and the stress of having my house torn apart for days as well as taking unnecessary time off was very upsetting and no one seems to be lifting A finger to help me get a discount. I would pay the extra money for a decent installation any day over Empire! Not worth it! Terrible customer service and they do not follow through with the contracted agreements.

Does anyone actually get service from this company? I have set up 3 appointments and have been cancelled on 3 times. Always at the last minute. Today i was cancelled on because the representative has some personal errands to run! As if MY time isn't valuable. 2 days I actually took off work, so actually I lost money and got no service. Unfortunately for them, I was planning over 2000ft of high quality flooring. I have never been so disappointed in a company