Empire Today
Reviews and Complaints

BEWARE.. very high pressure sales tactics and the salesman bad mouthed the competition the entire time..

The price quoted was over double the quotes rec'd already. The salesman insisted that Home Depot sold only inferior products after I told him they had carpeted the entire upstairs previously. I asked the salesman to leave and he would not.

After asking him to leave 3 times I had to threaten to call the police.

NEVER AGAIN! This company is a scam and a total rip off.

Finally after picking up my phone and telling him "i'm calling the police" did he get up and leave.. what a joke!

Carpet installer punched *** in my tile. Tile is no longer available.

Empire informed me they were going to remove tile from the foyer area and replace the that tile in my kitchenette area where the carpet installer damaged the other tile or they would replace the tile only in the area of damage. Problem is this would cause mix/match tile..

11/15/16

We seen the add for the 50% 50% deal guarantee installation before Thanksgiving. I had a sales rep come to my home it was either Wednesday or Tuesday of last week.

We set a date for carpet to be installed in my living room and hallway for 11/116/16 I couldn't stress enough to him I needed this to be done for sure on this date'" I was guaranteed it would be with no problems." He told me I needed to make sure everything was moved out of the area for when they came. So I had to pay for my furniture to be moved into other areas of my home because my husband and I were unable to move it ourselves . I'm on chemo twice a day because of a chronic illness. We also have other furniture being delivered on the 11/17/16 that we had purchased so everything would line up accordingly with the installation of the carpet.

We have family flying in from Boston for Thanksgiving. Between last week till now Ive been having phone calls comping in from Empire to confirm the scheduled appointment , at 2;00pm today 11/15/16 I received a phone call from Empire telling me that they have to reschedule they won't be able to install the carpet until the 11/29/16. Now I'm stressed out which is the worst thing for me being on chemo with my illness, because they called me late afternoon the day before the carpet was to be installed I explained to them I needed this to be done as promised , I have my kitchen and dinning area filled with furniture from the movers I had to pay to move my furniture out of the area for them to install the carpet, I have my other furniture being delivered and there wasn't enough time giving to me to cancel and with them also I have no place to set up for Thanksgiving now because of my furniture having to be put into the kitchen and dinning area. After explaining all this to Empire they didn't even care , I demanded to speak with a supervisor to get this issue resolved ..I was informed he was on another line the supervisor name was Paul in head of the installation Dept, he would call me as soon as he got off the phone." I never received a call back from him." I then called the 800# spoke with a supervisor rep she said she was going to talk with another supervisor and promised to call me back by 4;00pm thats when she leaves' "I never received a call back.

By this time I'm really stressed, upset , now with being on chemo I became sick.

I was gurenteed from Empire I would have no problems with this being done on the 11/16/16 your add guarantees installation before Thanksgiving, .This issue needs to be resolved ASAP or I will take further action on this issue . My contact info is Darlene LaVerde 916-248****

I had an appointment for Saturday November 12th between 1-3pm. Secretary called at 2:58 to say rep would be an hour late. Needless to say he was a no show.

Customer service called me on Monday, November 14th to offer a $250 discount on flooring of my choice and set a new appointment for Tuesday, November 15th between 7-9pm. This discount was offered because of the "no show".

I called Empire at 8:30pm on Tuesday November 15th for status of rep. I was told Dan spoke to me at 2pm today and confirmed my cancellation. NOT TRUE!! I NEVER spoke with ANYONE.

I asked to speak with the manager. I was cold transferred (twice). After explaining the issue several times I was transferred to Paul. Paul's exact words: "I apologize for the confusion. When can we get you rescheduled?" CONFUSION? Don't confuse confusion with a bold faced lie!!!!!!!!!

I'm so disgusted with this company I could scream! Not to mention I took off work early for the first appointment since I work 1:30 away from home. In addition to no missed calls or voicemail from anyone from Empire on the 2nd missed appointment.

The ONLY thing Paul (manager) was interested in was rescheduling another appointment. Totally dismissing the lack of customer service by his reps.

My issue: at first Paul said I cancelled my appointment for Tuesday. Then he changed it to say the rep called, left a voicemail saying he couldn't make today's appointment. Which is it?

Lies. Lies. Lies.

Truly disgusted with Empire!

Several years ago we had laminate flooring put down in our modular home. Empire did it and everything was great.

We later had a water leak from our kitchen which caused damage, insurance covered it and we had the floor replaced with Empire as we had such a great first experience. Several years down the road (last year) we contacted Empire because we had some issues with buckling of the floor. After an inspection it was determined that one of our dogs was having bladder issues and we ended up having to put him down. With the inspection, it was deemed that the flooring was not covered under warranty due to the pet damage, although they could give us a "discount" on new flooring if we decided to go with Empire again.

The sales lady came out and after going through all of the options we decided to go with carpet, as we hope to build in the near future and didn't want to over spend when we may not have it that long. 5 months ago we had it installed with the promise that this is a high traffic carpet, that would not falter. We even had extra water resistant padding put in to keep a buffer from the sub floor since we aren't on a foundation. We were told that we would not have any issues.

The day of the install we did not pay as close attention as we should have as while I was taking our 2 dogs to my mother-in-laws house I was t-boned and my car was totaled as well as having to go to the hospital for myself and one of my dogs. Well, 5 months later we can see how bad the install was as the seam is showing in the middle of our living room and the carpet lifted (while I was vacuuming) from around our fireplace. I called Empire, they called me back 2 days later to try to schedule the repair team to come out the next week. After speaking with the associate for a few minutes and letting her know that the install team came and picked up the remnants the day after install she put me on hold.

The carpet that was installed 5 months earlier they no longer carried and did not have any more of. I told her that I didn't think it could be stretched far enough to reach the fireplace as it immediately started to fray after it came up. At that point she put me on hold and came back stating that they needed to have an inspector come out and see if it was repairable. I met the inspector yesterday, he said he was checking PH levels when he poured water onto the carpet.

I didn't question him when he pulled several different test strips out of his kit until he found the "right" one. He did that in both areas of the rug where it was lifting and where it was separating.

Today I get a phone call from Empire stating that they will not be fixing the carpet. That the carpet had issues due to "pet damage" and urine.

First of all the dog that had issues prior to this installation is no longer with us, both of the dogs we have now our outdoor dogs with the exception of at night. 2nd not only do they not have accidents, but we cover the carpet with puppy *** pads to ensure there are no issues. Before there was mention of no remnants to fix the carpet with they were calling to schedule repairs, after the mention of no remnants they changed their tune. We didn't have to continue with them for new carpet, but we chose to, due to our pleasant previous experiences.

That is NOT the case at this point. I asked to have this escalated to a supervisor, and was told that I would get the same response from them by Amy @ the local office. I told her that was fine, I wanted to have a record of elevation.

If we need to, we will fight this tooth and nail, as we will not pay for a product that we are not satisfied with. Very disappointed at this time.

I ordered a certain tile from the sample board. I had the date set for Oct.

20 2016, Ialso called on Monday before it was to be done on Thursday, to confirm. I was told by the salesman, that yes they would be there, come Thursday, NO Call, No show, I had to then set it for the next week. They came out with a completely different color I ordered off the sample...It was almost white. I ordered a tan/beige tone.

I was even told by the installers, that yes that tile was not even on that sample board. Then I had to reschedule again for the next week. Now, out 3 weeks. Then they came out with another tile completely different, a little darker but, still considered white.

So, then I talked to Jake, I guess he's the head guy from Denver, at least he said he was , and told him I want the darkest color they had on the sample board. Mind you, I don't even know why they bring out a sample board, because you are not going to get what you want. They are now doing my project, a month later, after all this, I just told them to bring me the darkest color they had.

I would not recommend them, as they also did a huge job at our Son's, and they showed up around 5 p.m.

and were there until 2 a.m. in the morning and our Son had to go to work that day.

They get third party installers and this is the reason that this company is so screwed up.

Had laminate flooring installed in three areas.Now it is curling and buckling in numerous areas.Called and complained.They are sending crew out to make repairs.Hope they get it right,or will get refund for flooring.

I scheduled a estimate with Empire Today. Salesperson arrived on 11/4/16.

Very nice while here. Signed a contract for the install to happen on Tuesday 11/8/16. Gave them a $1,000.00 for the deposit Received absolutely no telephone call follow-up as to what time the installer would arrive. I started calling the corporate 1-800 customer service number.

The rudest people I have ever spoken to in my life. "sorry to hear that, understand your frustration, etc." Text my salesperson most of the day. "you are on the schedule". The straw that broke the camel's back was when she said at 6:15pm, I just am the salesperson, once I sell the job, I'm no longer in the loop.

Installer shows up at m house at 7pm. Really, measures my house again. Not enough carpet or padding, however, could use your old padding...are you kidding me. Get back on the phone with customer service, on hold for 16 minutes and 40 seconds.

Some guy name Davon gets on the line. I explained to him that I was done, I want to cancel my order and want my money back. Well if I offered you $150.00 off could we reschedule the install? No, I have a child that I need to get ready for school, the installer's have a family they won't be done until midnight.

No I'm done. My house is a mess.....I have to work tomorrow in the office. Just unreal service. I should have read the reviews beforehand, believe me they all say the same thing, customer service sucks, didn't bring enough carpet or padding.

I'm so stressed out over this that I had to take an anxiety pill. Oh, and the funds will be back in your account with 7 to 10 business day. Are you kidding me. I don't think so, I will call my bank and tell them it was a fraudlent charge.

I'm on chemo and this was not a good thing to happen to me today. I had an appointment I needed to go to in the evening which I had to cancel. And then you want me to pay the remaining balance before the job is done. That's like me asking me one of my customers to pay me $5,000.00 for a new HVAC system upfront and they don't even know if its going to work.

Absolutely flabergasted over this whole ordeal. So now, I will be looking for a new carpet company and start all over. Disappointed all around. Empire Today - DON'T CALL OR USE THEM.

NOT CUSTOMER ORIENTED AT ALL. BEWARE TO ALL WHO ARE LOOKING WHAT THEY ADVERTISE IS NOT TRUE TO THE WORD.

So we are renting and decided to replace family room carpet in order to plan for cost efficiently we scheduled online what appeared to be a free estimate. I took off work to be available from 8am to 10am and looked forward to having some idea of the cost.

@9:14am from. 630-640-****. got a call to confirm I would be home. I said yes.

The guy then asks me questions about when we would like to install. I suggested between now and August of next year bc we don't want the cats to resoil the next carpet. He says let me call customer service typically ppl install the next day. Calls me back and says customer service suggest u wait till June eor July to give us a call back.

Are u serious. I called customer service @1 86*-724-**** and then asked for a manager. I explained what happened and they said It was noted I cancelled my appointment. Then said they left a vm with a manager.

*** customer service and *** appointment. Don't waste your time with these guys u as a customer are not a Priority.

Once again empire has failed me. Been getting the run around from them for weeks finally scheduled my install for today which is a reinstall and got a call at 730 to tell me that the installers did not show up to work today so my job is cancelled.

I am beyond pissed off. I have called them for the past hour to speak with a manager was told no one in to help me. I have to wait till Monday. Guess small claims court is next.

I can't believe no management is available. This company truly doesn't do the right thing..

If you're thinking about going with Empire Today Don't. They have great marketing but poor customer service and they treat their people like trash.

Worst customer service I AJ e ever experienced. Sales rep stood me up on my appointment.

Made zero effort to find a parking space and completely wasted my time. Manager blames me and defends sales rep.

I feel like I am in the twilight zone. Disgusted, stay far away from this company with so many other options

I have never had such a horrible experience. Salesperson that came out was fantastic.

Ensured me that Empire was the greatest thing and that any issues that needed to be addressed would be taken care of and that the installers cared about doing a good job and she even provided past experiences with other customers and that the owner was a good Christian man and cared about the quality of his product. Well let me tell you about my nightmare. Once I initially decided to go with Empire, the good vibe cooled off a bit when I had questions about the quote. I overlooked it because she worked from her car and had to travel different places.

Scheduled the appointment in which my son took off from work to help me in case something had to be lifted. Well, Empire called and said they needed to schedule because the truck had broken down. Lie #1; Well things happened and I said ok, because at that point I had no other choice and it would still give me a extra day that my son could help me. (I'm handicapped).

The installers arrived at 2:30 in the afternoon and told me they wouldn't be able to finish, plus they didn't have the piece of plywood need to fix the defect in the floor. Salesperson had said that if anything else would be needed they would simply run out and get it from home depot. So we rescheduled for the next working day which would be Monday. The person that did the rescheduling really didn't care what I did, I could take it or leave it.

So I rescheduled for Monday of the following week. You would think in order to reschedule you would have to look at a schedule so that you would not overbook in which she said she was checking and I also received a email confirming the new installation date. Well lo and behold I received a phone on the day of the new installation date, asking to reschedule because they didn't do installations on Monday. Lie #2, because when I talked to another person he said they do installations but they were probably overbooked.

AT this point I've had and cancelled the job. They offered a discount but it's not always about money. My house is in chaos because I moved everything out to prepare for the installation. THEY LIED because the installers even said there was nothing wrong with their truck.

Bad business. I do not fault the installers because they overbooked their jobs and they want to get off when its time for them to get off. There was a slight language barrier because they didn't understand what I was saying and I didn't always understand what they were saying but they expressed their sorrow for the delay. Mr.

Empire needs to get a handle on the management staff and their condescending customer service people, because their business can go down hill and he will wonder what happen. I had people waiting on me to tell them about my Empire experience and I can guarantee they will not go with them. The only thing is that their explanation for the cancellation will be that, we offered her and discount and she declined the offer.

As I said its not always about money, its fulfilling your promise as a business and providing good customer service. The one that doesn't care about if I accepted the new installation should get some customer service training or maybe do another job where she doesn't interact with people.

This happened to us today in Winston-Salem, NC. They were supposed to install LVT today.

I called customer service yesterday and asked if they could tell us morning or afternoon because we took a day of vacation for carpet installation on Wed. The CS rep was a condescending *** and said no they can't tell you until the trucks are loaded in the am. I explained that I didn't want a specific time, just morning or afternoon so we would only have to take 1/2 a day off work. He continued to be a condescending smarta$$ so I hung up....in spite he moved our appt to two weeks later without telling us so we burned a day off work for nothing.

I am beyond PISSED!! Customer service and our sales rep was useless. I called our rep 3 times and he just notified us today at 11:23 that it was cancelled. I just called CS and gave a verbal blistering so they offered us a discount for the "inconvenience".....I declined and told them I wouldn't take it if they gave it to me for free.

We just had $2000+ carpet installed on Wednesday.

If this had happened before carpet I would have cancelled everything!! Empire today sucks!!!

They sold us the carpet and told us they would install in two days. We made arrangements and re-arranged our schedule to accommodate and they cancelled on us 30 minutes before delivery because they didn't have the material.

They were rude and told us that we should understand that they are really busy and can't fill all the orders, and it's not their fault that they didn't have the material we purchased. They had no supervisors to speak to and didn't return our call for 7 days. The sales person wouldn't return our calls, we had to call 20 times and we are 1.5 weeks later and still waiting for the carpet to be installed.

DO NOT DO BUSINESS WITH THEM! They are unorganized, unethical, and completely unapologetic.