EmpireTodayReviews 255

The carpet that I bought from empire today was crap. I paid for "premium" carpet, with thickest suggested pad, and installation. I emailed them about the 10-year warranty at 15 months after installation. The carpet was unraveling at the ends, and flattened out and matted down over most of the two rooms it was in. I had had it professionally cleaned a month prior. They said because it was steam cleaned at 14 months the warranty was good because it had to be cleaned every 12 months. They also said that the warranty was only a manufacturing error that would be covered (evidently crap quality is not an error). So they did nothing at all. Now I have carpet that is matted and worn and frazzled, after only having it less than 2 years (even though I was assured a 10- year warranty). The carpet they sell is worthless! DO NOT BUY!

Purchased new carpet for our custom built Home which is appropriately 5900 SF, Contacted Empire in 2 months after installed expressed our concern on the way the carpet was looking already! The old carpet in use for 9 years didn't look that "worn" when we opted to have replaced. We have been very patient however here we are over 1 year later and still living with these terribly matted inferior carpet in our home! After multiple different visits to our home, they still haven't taken care of! Customer Service is completely lacking with this company. If you own a nice custom home - DO NOT USE EMPIRE TODAY, for a cheap rental property they may be okay. Our options, hire a proper local carpet company to do it right (like we should have done in the first place!) Empire uses all subs, not their own trained crew, that are paid pay the job, so quicker they slap it out the better... and it simply doesn't last!

If you want a carpet company NOT to buy from it is Empire Today. They take advantage of SENIOR CITIZENS cause it was not explained to us what we were buying. Purchased carpet for 3 rooms and in 3 months it all matted and worn-out. I tried now over weeks to let them about my issue and of course, they are giving me a terrible time. Never buy from EMPIRE TODAY if you do it's on your Risk Do not you will not be SATISFIED

I don't really want to give even one star. Couldn't leave a review if I didnt! The initial purchase was for a vinyl floor. Installer said it couldnt be done with my adjacent tile floor. Salesman calls and says he is upgrading my order to hardwood flooring. The installation went well with the installer forming the floor to the curved tile. Shortly after installation the wood started to discolor. Thinking I had accidently gotten water on the wood, I paid to have damaged boards replaced. Shortly after being replaced they started to show water damage again. Now it is spreading throughout the room. Had tech inspect and he said floor should not have been installed as a glue down on concrete slab. No further response... escalated claim to corporate headquarters. They insist there is a problem within my home, not their installation... floor is completely ruined. District manager is insisting I have a calcium chloride vapor emission test done... why didn't they do this before installing floor. Why should I be responsible for improper flooring being installed by so called "professionals" in my home. I am recently widowed and certainly cannot afford the amount of money I have lost plus new flooring installation.
I WOULD NEVER RECOMMEND EMPIRE FLOORING!

Had numerous problems with getting new vinyl floor fixed for bubbles and wrinkles installed by Empiretoday, I became frustrated with Empire and thought I was stuck with the floor. Today the Different Installers for Empire replaced the floor and this installer was very knowledgeable and professional. The floor looks great After he was finished he explained the process to us and what to expect and how to care for the floor. Just relax if your making a purchase from Empire that if you are not satisfied they will make it right as they have done for me.

They really did an awesome job on my carpet. However, the promotion is nothing but a scam (LIE)! They won't mention the promotion and when you bring it to their attention, they will give you the run around on granting the deal. Such as, run your credit again, inflate price on flooring and the lost goes on. Although I was given a 2500 limit with them, I will NOT be doing any further business with the! PLEASE don't become a victim, take your money to a company who stands by their word!

Their product is excellent and the sales person showed many options. I was very disappointed with customer service. Ads represented install by thanksgiving or your floor was free. My product was supposedly not in stock so I did not qualify, however they could install the day after thanksgiving (I am not sure who restocked them on thanksgiving). On the day of install I got no call as expected. I called and was told that the installer had not been assigned. Installer showed 30 min later at 8AM. I got a call telling me to expect my installer shortly at 3PM. Frustrating! The first thing out of the installers mouth was that the floor was going to need to be leveled and it could be a couple thousand dollars. Job got done and the flooring looks good except for minor items.

Called Chicago customer service. Voice mail only. No call back. Got a customer sat call and tried returning their call, voice mail with no call back. I had to call the national office and they took a case and gave me a reference. 5 days later I get a call from the Chicago Customer Service and they cant come see the issue until after Christmas (a week).

For the amount of money (I was willing to pay just to get it done and know it was done right) I did not expect the crappy follow through and borderline misrepresentation.

Empire Today.com

This company is very slick. They have sales-people who tell customers what they want to here. My salesman's name was Bob... Everything was done on a laptop with no paperwork left with me. We scheduled LPV flooring and carpet installation. He told me that the installers would move and replace everything when they were done. This is not true.

Carpet installers showed up at 9 am Tuesday 12-11-2019 ad asked for full payment in advance of doing the work. I said, "This is not customary, and I have zero recourse if I pay in advance." They said"This is our company policy. They called the install manager and she reiterated this is our company policy. They had a deposit from me and had done some LPV flooring the week before paid after the work was completed.

The installers very quickly went to their van and I called two supervisors Yvette and Mario. Mario identified himself as the Supervisor of Installations. Je requoted company policy to me. I finally agreed since they had me over a barrel and all of my furniture was moved and I had taken the day off, to make full payment upfront.

Mario then notified me that they could not do the install until next week because they had a full day ahead of them... The total time elapsed 40 minutes. The drivers had been gone for twenty minutes.

Whatever you do people, stay away from this company. I am so sorry that I let them do LPV in my house. This kind of service before they even started tells me what things will be like after the sale should anything ever go wrong.

Find another company that understands how business is done and is willing to accept a deposit in advance and full payment when the work is completed.

I gave three different people at Empire a chance to make things right.

Shanik
Yvette
Mario

All failed the basic customer service test.

Paul Crandall
*******707

I purchased carpet from Empire in 2017 and 2015. I am experiencing issues with rippling in the carpet. I called Empire's customer service to inquire about the warranty on the carpet which is suppose to be 15 years (it's only been 2 and 4 years). The carpet we purchased in 2017 was the upgrade of what was purchased in 2015. We were advised that there were some issues, so they upgraded the product with a more plush version, but was more expensive. We complied and purchased the upgrade and told them at that time we were noticing some rippling. The carpet purchased in 2017 continued to ripple. Instead of honoring the warranty, they insinuated that I damaged the carpet with "over watering" by cleaning it annually (which I'm supposed to do) or moving furniture excessively (which I never have moved furniture since the installation). The rep, Melody was rude and not customer friendly at all. All of these assumptions were made without even sending a technician out to inspect the carpet, they only asked for pictures via email, which of course don't do alot of justice. What was most frustrating was my encounter with Melody Maple. I tried to explain to her that I was previously advised by Empire that if the rippling didn't go away after cleaning, then to call back and that we have no pets, no children, we don't even walk on the carpet with shoes, and she was giving me the run around and not listening. Empire does alot to get your money, but does nothing to stand behind their products, their guarantees or their promises to customers. They won't EVER get another penny of my money! Nor will I EVER recommend their services to anyone. There are many more reputable companies with far superior service.

After 2.5 hours or so, I placed my order. That Sat I was excited to get my carpet and only 2 men showed up to do 3 bedrooms, hallway, stairs, & tile the master bath, kitchen, dining area, laundry & pantry. Of course the guys left because it wasn't realistic for them to do all of that in the weekend, they promised me. I gave them a chance to remedy the situation and they didn't. So the same day I went to Carpet Giant and placed an order with them for the following Sat. Several hours later that day. I get a call from Empire to finally remedy the situation. Because I decided to only do Capet with Carpet Giant, I told Empire that it was too late to do the carpet, but if they honored the price for the tile downstairs (kitchen, dining area, pantry, & laundry) I'd be interested. They agreed for the following Saturday as well.

That Sat comes and one guy shows up to do the tile work, which was doable, but he was told he was going to only do a master bath and came with only enough materials to do a bathroom, even though the agent on the phone confirmed the order. The installer obviously was given the wrong order and insufficient materials. Needless to say he left, unable to do the job.

Empire comes across as being very unprofessional and unskilled in their organization & communication, which is surprising being that they've been around so long. This was my first time using them and definitely my last. I also got a slightly better price for the carpet from Carpet Giant and much better service. I decided to get my materials bathroom tiled with them after all as well. I'm currently looking into them doing my downstairs, but will probably wait till after the holidays.

We made an appointment with the Mr. Oggie to install carpet in 2 rooms and we accepted the quote after having an acceptable discount. When Mr. Oggie came to sign the contract, we made a check for the deposit (25%) and scheduled the date for installation. Everything was fine until Mr. Oggie informed us that we need to paid in full before the installation and we questioned why? That we understand and can pay them the half, but not the full price as a warranty... the contract was canceled on 11/19/2019 and as of today we still waiting for the refund of the deposit. When calling customer service they state that the cancellation still pending and when they transfer to the cancellation department they never get the call and we ended up remaining in the line for HOURS and NO way to get them... How could a "BIG" company like this ask for full payment in advanced and don't process a cancellation/refund right away like others companies?

My kitchen floor installation was slated to take place on a Saturday at my home in College Park, MD and the installer arrived on time as promised. It took him roughly four hours to complete the job and it really looked nice. We did a walk through inspection to make sure everything was to my liking although I wasn't thrilled with the type of room transition he used at the stairway leading to the basement. However, everything else appeared to be OK so I approved and he left.

Later that day, the stairway transition piece reared its ugly head because it has a 1/4-inch edge that cause a tripping incident so I removed the piece. I blame myself for not thoroughly inspecting it when the installer was still here but it needed to be corrected nonetheless.

I contacted Empire two days after the installation. They said they were going to elevate it to a higher level of repair urgency since it had cause someone to trip, gave me a reference number and said someone would arrive the next day to fix it. No one arrived.

Long story short, I called every day for the next four days and was always given a promise to repair that never materialized. I gave them until today (nine days after the installation) to do the right thing and guess what? Nobody called or arrived at my home.

This installation was not inexpensive and I felt I gave them more than enough time to correct the problem. Poor customer service and poor follow-up with a customer is inexcusable these days. Empire will not see any future business from me and I can not recommend to anybody else because of how this played out.

Luckily, I'm capable of doing the job myself which is what I ultimately ended up doing.

I'm giving the installer four stars but one star to the company for flat out lying to a customer.

Empire did most of my floors. Had no problems with them. The cost of doing two sets of small stairs was too expensive and I decided against it at the time. Called them when a big sale was advertised and spoke to the salesman. I explained to him that I still need the stairs done and was told that the sale is extended to all flooring. I told him I didn't want to waist my time so asked him two more times if sale included the stairs too. He assured me that it was. When the representative showed up, first words out of his mouth was stairs was not included in the sale. He gave me a quote for two short flights of stairs which amounted to what I paid for doing all the floors in the house. I could not afford the Empire price so I asked if I could buy the hardware and do it myself. Spoke to numerous people at Empire and the answer was strong no. Now I have hardwood floors all over the house and carpeted stairs. Tried to find similar wood flooring in other stores but couldn't find a match. So basically Empire is holding me for ransom.

I purchased $9,000,00 of ceramic tile over a year and a half ago and some of the grout is coming up which we have had numerous problems thru the entire time we have had the tile. Called today to see if we could get the Chocolate Brown grout and they said they don't sell it they ONLY SELL NEW JOBS! So if you purchase tile from them and your grout comes up YOUR OUT OF LUCK GETTING MATCHING GROUT! What kind of COMPANY does NOT SELL GROUT TO IT'S CUSTOMERS SO THEY CAN REPLACE MISSING GROUT! I AM NOT BUYING NEW TILE TO HAVE THEM REPAIR MY MISSING GROUT! I am GLAD I STOPPED 4 Friends from buying tile from them.

I know this is going on DEAD EARS AT THIS COMPANY, when I CALLED AND ASKED ABOUT GROUT THE PERSON I TALKED WITH TOLD ME I HAD TO PLACE AN ORDER, THEN I ASK TO SPEAK TO A MANAGER SHE CAME BACK ON THE LINE AN SAID HE SAID THE SAME THING THEN HUNG UP ON ME! GREAT CUSTOMER SERVICE. This will go to the BBB & FTC THEY HAVE MY $9,000.00 but will never get another penny. I Have three more projects they were going to get!

Be careful for some bait and switch that adds significant dollars to the cost of your job. I had a sales rep out to quote a floor job to replace carpets in 4 rooms. I had some competitive quotes and let the rep know I would go with them if he could beat them with a quality product. Well he did, by not including all the materials the installers would need to do the job. When I called the sales rep on installation day, he says "Oh... Sorry about that. It's going to cost $1300 more.". That put them well above the other companies we worked with for quotes. Told him I would have to cancel and he assured me I would get a full refund of my deposit. When I called customer service and let them know I needed to cancel they had to transfer me to their Cancellation Department -? They have a whole department to process cancellation?. After some back and forth with a rude cancellation rep they let me know that they would be keeping $350 from my deposit. He did offer to lower the extra costs a bit but I'm not sure I would trust these guys based on how this went. Can't recommend them at all when they don"t include all materials after an in home visit and want me to pay for their mistakes. Buyer beware...