Empire Today
Reviews and Complaints

I have had 2 appointments for carpet install this week, Monday and today, I have taken 2 days off work, postponed my work travels to be present for the install, moved furniture out of the room (and back) 2X, I called to confirm BOTH appointments time/day, and STILL NO CARPET. The installer had a cancellation, in the morning, and my install was scheduled for the afternoon (conformed directly that morning) and I was at an appointment in the morning when he decided he wanted to do it since the other cancelled, and since I had confirmed the afternoon, and confirmed it at 7:30am that same day, he still cancelled and didn't tell me.

I had to call when he never showed, and the excuse was "well, he didn't want to wait since his first appnt cancelled"....NOT MY PROBLEM! I was a hairstylist for 20 years, and if my morning appnt cancelled, I didn't go home for the day and blow off all my other appointments! WHERE IS THE CUSTOMER SERVICE THEY ADVERTISE IN THEIR COMMERCIAL????? I want someone held accountable for this!

I now will not have the carpet for my holiday gathering, have burned 2 days off work waiting for this POS to show up, and now will be traveling all next week, so STILL won't have the carpet for another 2 weeks! This has to be THE WORST company I have dealt with ever! They simply DO NOT care! Where is the CEO- Keith Weinberger???

He needs to know about this!! I will not stop here, I will be going to the top until I am heard by someone who gives a ***

Back on Nov 17 I placed an order and paid empire for carpet. I changed my mind and cancelled the order less than two hours later.

I have been getting one lie after another since then trying to get the money back. Every time I call they have a new excuse why they still have my money. It is well past the 15 days that they claim that they need to process a refund. The latest claim is that they mailed the check on the 8th of December from Northlake Illinois going to Plano Illinois and its not here.

The stated that it takes 7 to 10 days for mail to travel that distance.

Total BS . Filing a consumer fraud complaint tomorrow.

We had a salesperson come out measure the house- Living room hallway for hardwood and three bedrooms for carpet she gave a quote and set a date for installation, we changed the first date to later and when it came time for the installation Empire called and said they had to cancel because they did have the installation. Ok the next thing was they were only doing two bedrooms not three.

They said she only measured for two "lies" we were there we saw what was measured and now they want let us speak with the salesperson nor will she return our calls. They want us to pay more money or pick a cheaper carpet.

When it was there mistake. Can you say Layers/ Fox Five News.

I have never in my life experienced a more unprofessional, unpleasant service. This company is a scam.

Before the commencement of service, method of payment was demanded. The installers recognized that the two rolls of carpet did not match, due to a very blatant error by whoever loaded the carpet from the warehouse, and left the job unfinished PROMISING they would return in a few days to complete the project with the correct carpet. Tacks were left exposed which is a clear hazard and lawsuit waiting to happen. We were on the phone with customer service every day this past week and being promised installation for four different days (Tuesday then Wednesday then Thursday and then Friday) and every representative we spoke to told us a different excuse of why she it was postponed( we weren't in the system, the warehouse moved, there was an outage of carpet, we are short on installers).

This is COMPLETELY UNACCEPTABLE!!!! Not one person had the same explanation and it started to look like a scam since our credit card was ALREADY CHARGED! Therefore, they got paid and we were left with a hazard in our home! We are filing a lawsuit for punitive damages and demanding our money back.

Please do yourself a favor and NEVER USE THIS COMPANY!!!

They are beyond awful! Hire a local carpet company and they will do the same job with better quality carpet for a fraction of the price!!!

I wanted to order a rug for my staircase called Empire Today, (that was my first mistake); A salesmen came over measured thenI picked out my rug...simple enough right? Wrong!

The first time I had an appointment they cancelled due to weather. Second time it was re scheduled for latter that week. Empire showed up, however, due to the salesmen measuring blunder the carper was too small. That's two separate days of taking off from work for no reason.

I called customer service pissed off just like anyone else would after loosing two days of time from work. They assured me it would be rectified. So for the third time I make arrangements at work to be there for the carpet. I'm waiting at home I get a call from customer service cancelling the installation because the product I ordered is out of stock.

Are you for real! NOW I'm livid I call customer service they act like it's no big deal why I should be upset? really? Do these people lack apathy?

I wasn't satisfied with their answer so I decided to go right to the top and contact the CEO of Empire Today. I explained my situation to his secretary she contacted the district manager Evan. We spoke, she said it will be taken care of and the rug will be installed on the next day. Well guess what happens next?

No it didn't get installed I was cancelled on again. Called Evan again told her what happened I even explained to her I would take a shade lighter or darker if they didn't have my exact color. Then I once again called the CEO secretary and informed her on the same information I told the district manager. Today 12/9/16, I was supposed to get my carpet installed, I was told by the CEO secretary after 4pm.

The installer arrives around 7pm, ok at least he's here and my rug is going to get installed. Wait..... what's that the installer tells me.... they sent him out with the same rug that was too short!

Can you believe after going through all the channels from customer service to upper management all the way to the CEO's secretary the same problem still exists. To add insult to injury I was reading the invoice for the measurements and I read on the top "threat customer" lol...

Is that because I called customer service livid stating that I will contact every media outlet and blogger to warn people of how horrible your service is? That's not a threat it's a promise!

We paid to have flooring installed today and instead they didn't show and didn't call into supposably offset the inconvenience of taking an entire day off of work they offered a measly $200 discount on a product that was overpriced from the get-go terrible service contacting customer service is a joke and their floor managers have no business taking Management phone calls

100 percent agree with these posts. Worst customer service of any company.

Quick to schedule an appointment and take a deposit, but not so quick to follow up to changes. Representative cannot be reached except through their 1800 number. He claims he is trying to contact the regional office as he has moved from the area and I never get a call back. No one answers the regional number in Nashville and messages do not get returned.

According to the telemarketing team there is only one number to corporate office and it routes you back to them.

6 calls in two weeks, no flooring, no communication from them and don't figure I will ever see my deposit. But I guess they won't ever read this message

Scheduled a whole house carpet install three weeks ago for this week. Of course you disrupt your whole house to prepare for the installers so that they can just walk in and begin.

This morning someone called and left a garbled voicemail cancelling the install because they were too busy. When you call the phone number of the local office it just keeps recirculating the welcome message. After two phone calls to national customer service one of the reps called us back and asked to reschedule the following week.

There was no discussion or alternative to rescheduling and we had to take additional days off work to accommodate them. Why the huge ad campaign if you can't handle the sales?

Waiting for my service to be completed .. already called 5 times ..

no resoluion given.. need to wait for a call in the.

Next 24 hours but it has been 5 days Called in again.. same responde Worst ccustomer service and flooring company ever

Salesman, Nick Engledow, promised that carpet installers would move a few pieces of furniture around to complete job. They were not happy that they had to do this saying if they were told they would have brought added crew. Tried several times to call Nick Engledow but after two weeks he hasn't returned a single call.

Empire didn't deliver. They are very disorganized on installing date and communication on installing.

I have been sleeping on the coach for a week. I prep the rooms for install one day before installing. No show or call on installing day. I called that day waited 1 hour on phone to find out they didn't have my carpet.

Reschedule for Monday no show or call again. I called was told would call me back on Wednesday. Again no call. Received email for installation for next monday 1 week from schudle date.

What a inconvenience. All they needed to do is communicat. I would go with this company just to save $300 .

GO WITH A LOCAL COMPANY. SLEEPING ON A COACH FOR A WEEK.

Sales rep stated that,company would move china cabinet and put back. Did not realize he did not write in contract as we did not see contract.

Upon flooring contractors coming on 4 different days and saying they could not move cabinet and did not do the job of new hardwood floors. Called many times and got run around, no one to talk to but telepone girl. They refuse to give you a manager to talk to, just unaceptabe service. To date we have no new floor, no one will call.

Fed up with the entire company. They have charged me for floor and not done work and not been truthful.

I've called empire three times already asking to speak to a supervisor and no one returns my calls. I had my living carpet installed in January 2015 and months ago I started noticing the seam where they cut the carpet is showing and it's right in the Middle of my living room.

It is also bubbling up and my vacuum keeps getting stuck on it. I told the. Their contractor did a terrible job and I want it fixed especially since I purchased a higher grade carpet. I was told that there is nothing they can do.

Empire does not value their long time customers!!! I've used them before years ago and I can't believe they are treating me this way.

I will never recommend them to anyone!! Beware of empire and their customer service sucks!!!!!!

We contacted Empire on Thursday, October 27th, the same day we had evicted a tenant from our rental property. Needless to say the carpet in the house was beyond disgusting.

I had to work so my wife met with the salesman, Chris. We had had to move in by November 1st. My wife was under extreme stress and Chris reassured that he would take care of the situation. My wife explained to Chris that we wanted real wood flooring to increase the homes value so we could sell it in a year or two.

My wife was skeptical because the estimate did not break down the separate cost of materials, labor, etc., but Chris told her if the contract was not signed that day the project could not start until the following week. We decided to go with the contract because we had to move in the following week. The project cost was $10,900. The install was scheduled to begin on Friday, October 28th.

The install was complete and the floors looked very nice. However, the next day we noticed movement in the boards throughout the house, the stairs have hundreds of nail holes, and some of the stair boards are not level. The Empire install coordinator, Joe Bell, came out to check out these issues. Joe told my wife that the movement in the boards was due to the type of wood that was used, and there was no way to repair it.

My wife asked Joe what kind of wood was used and Joe told her it was a wood veneer, which has a very thin wood surface and that the rest of the board is a composite material. Joe explained that the veneer wood is not 100% hardwood but is used in Florida because of the high humidity. Therefore this type of wood will put us at a disadvantage when reselling the home and does not add value. Joe called the next day and told us the General Manager agreed to replace the floor but we would have to pay the difference in the cost of the wood and installation.

We had already spent more than we budgeted for and asked for a refund. Joe said he could not make this type of decision and he would talk with the General Manager of the Tampa office, Scott Heath, and call us back that afternoon. The next day was Friday and since we had not received a call back we contacted Joe. Joe told us that Scott was out of town until Monday.

After several phone calls, I finally spoke with Scott Monday evening. Scott said that Empire had done what they were contracted to do and would not terminate the contract. I asked him for contact information to the corporate customer service manager and Scott told me he would talk with Tim Sherwin, the Regional Manager, and have him call us. The next day, after waiting for a call I finally called Empire back and was eventually connected with Tim.

Tim said he had not called because he was waiting for all the details on the installation from the inspection. I explained to Tim that we were misled regarding the type of flooring used and wanted our money refunded. After some discussion back and forth, Tim became irritated and basically told me they had done what they were contracted to do, and the bottom line was he would not refund our money or terminate the contract. We asked how he could make a decision without the information from the inspection, he told us there was nothing else to discuss and gave me his phone number for our attorney.

We are going forward with legal action to since we were misled about the wood, there was no detail in the contract about the costs, and Empire did not comply with the contract regarding the type of installation, which should have been adhesive, not floating. I encourage any other dissatisfied customers to contact me to join me in legal action against Empire.

I called Empire for a free estimate.....A representative came to my home on 11-17-2016 and gave me an estimate. I was very pleased with the price and the new wood laminate floor that I had chosen.

I scheduled the installation to be done today, 11-21-2016. The representative, David, and I went over payment options and I decided to finance. My Daughter and I discussed the possibility of financing earlier in the day and she wanted to finance in her name if we went that direction, to build her credit. However, she was at work when David was here to get her information for the credit check.

So, David asked that she text him her information no later than 11-18-2016, he would run her credit then and we would go from there. The next day my Daughter called him because she was uncomfortable texting her information and SS number. There was no answer so she left a voicemail asking that he call back as soon as possible. After waiting most of the day for a return phone call from David, she texted him the information that he needed because It was getting late and she had to go back to work.

We were told that if he didn't have that information on the 18th that I would lose that estimate and I would not be able to have the floor installed before Thanksgiving. I have family coming to stay with us for Thanksgiving, so it was very important to us to have the installation complete as there is only a sub-floor in our livingroom at this time. And this is why my Daughter went ahead and texted all of her information even though it made her uncomfortable. She never received a text, phone call, or voicemail that night or the following day.

I called him twice over the weekend and never received a call back. I texted him......still no response. I had no idea if we were getting the floor or not. Monday morning, two men came to install the floor.

We were so happy, and excited! We started moving the furniture out of the living room and the two gentlemen started to bring to floor in. Then, one of the gentlemen stopped bringing the floor in to get me to sign some paperwork, as I was signing he asked for the entire balance to be paid up front. My heart sank and I told him that it was to be financed.

There were no notes in his paperwork stating that, so he called his supervisor who also stated that there was nothing indicating that I, nor my Daughter was planning on financing the floor. At this point the tears started and I couldn't stop them to save me life. One of the gentlemen made a phone call to a representative and handed me his phone. I told him everything that happened leading up to this point, I'm not sure how much he actually understood because I just couldn't control my crying.

He tries to call David but there was no answer. He calls his supervisor who tries to call David, still no answer. He then tells me that someone will be calling to try and resolve this. The two men leave but promise to come back today if it is resolved.

I waited for two hrs......no one called. So, I call the 800 number and speak to someone....she tries to call David and as usual no answer. She then tells me that a supervisor will be calling me. That was two hours ago.

It has now been four hours since they left and I have given up all hope. I'll be calling my family to call off our plans for Thanksgiving. I can't have them over when I don't have a floor in the living room. It's ugly and I'm embarrassed by it.

It's been years since Ive seen some of my family, I just can't have them over with my home looking like this. I'm hurt, I'm disappointed, I'm mad, and I'm frustrated. I've heard good things about this company but my experience has absolutely been terrible and at this point, I don't even want them to install the floor, they have lost my trust.

I will not be recommending this company to anyone and will tell anyone who asks what my experience was. I have never dealt with a company so unprofessional that they would rather leave a client in tears and in limbo rather than return a phone call.