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Empire Carpet Consumer Reviews

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Bad Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TUCSON, ARIZONA -- We had some estimates on some flooring, and decided to go with Empire Flooring. The worst home project mistake I ever made. Immediately after the install I called them to discuss the install. They placed three seams directly across the hallway upstairs, highly noticeable. I mean it looks horrible! They sent someone out to fix it, (and let me say first the customer service dept. is not local, a call center somewhere else, I need not say more about this process and all the confusion, most know how these things work). The guy that came out the first time had no clue why he was here, and no material or anything to fix it.

This process happened a couple more times. I took time off work, and no show no call. I called them and they said they didn't have carpet, had to order some. When they did come out they said that the carpet they sold me could not be installed any other way, because of it being Berber it can't be matched up to not show seams. They decided to redo a section to try and match it up better, and it didn't work. Then one of the seams started coming up. I was still trying to get the carpet redone correctly, with seams in the doorway (less noticeable), but everyone involved kept saying it couldn't be done because of the carpet style, and length restrictions.

They came out to redo the seam, it looks worse. Now another seam is coming up. I gave up on this, the stress level was just so much, and the company makes it worse. I think it's part of the process to get you to give up. The salesperson did not mention anything about these issues with the carpet, promoted it as premium carpet. I had a carpet person look at it, and said it is low end, and the install with the seams in the hallway are bad, and look horrible. If you are buying in Tucson, the lady salesperson is not knowledgeable about carpet types and install, that according to their own installer.

I saved money for my flooring project. This is my first home, and the carpet job is a mess. The old carpet they pulled out had no noticeable seams at all, so it can be done. This is a standard track home, no real surprises. I did cancel the downstairs laminate install with them, and had another local company do it, and it came out amazing.

I tell everyone stay away, try to find a good local company, with experienced installers, knowledgeable sales, and local customer service. Be careful of the materials they sell you as well, may not be premium even if salesperson says it. If you do use them, I wish you good luck!

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Lies
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

TEXAS -- I WILL NEVER USE EMPIRE AGAIN (and I have a lot of flooring left to do in my home). I would like to start by saying that the end result is beautiful and the installers were quick, professional and very helpful. This is not where my problem lies. My problem is every other facet of this company. We interviewed/received quotes from several different companies. We narrowed down our decision to two. We went with Empire (a slightly more expensive option) because we were told the floors were made in the USA as opposed to China. That was our deciding factor.

The day the installers get here we notice the boxes all say "Made in China". Wait. What? We call the salesman, no answer. I call the main office number and tell them our issue. What is their explanation? "The floors are made in the USA but the boxes are made in China." What? The boxes? This is the story you are going with? Ok, the boxes. I make them promise that yes, the floors are in fact made in the USA.

We Google the name on the box, "Valinge". Guess what? MADE IN CHINA - but I mean, we knew this. We call again and all they can tell us is there was no excuse for the lie and the customer service person trying to get us off the phone and that all we can do at this point is cancel the order. Well, that would be great and we could go with the cheaper option since they too were made in China if perhaps maybe all of our tile and carpet hadn't already been pulled up. I'm hosting a party in 4 days! How long will it take to get floors? What the... Fine, just put it down.

Half way through the installation I look at the padding and I ask "Is that the upgraded padding that we had paid for, you know, the quiet walk?". He tells me no, that this was the standard padding and that they don't use the upgrade on this type of flooring because it actually makes it echo even worse. Now, rewind... sitting at our breakfast table, the day we signed the contract I ask "How much extra are we paying for the upgraded padding?". He tells me something like 20 or 40 cents a square foot and he had knocked down the price. Ok, cool.

But now today when we call the main number they tell us we did not pay for upgraded padding. What? We call the salesman he says no, we did not get charged for it. "Ok, then why was the price we paid the same as when you told me you charged us 40 (or 20) cents a sq. ft.? Wouldn't that price drop?" He says we went over what all the costs were when we signed, and we did, but that's when he told me the price per sq. ft.

The floors are in, we received no discounts, no refund for padding. Also, when I call to complain I want results. I DO NOT want to hear anything about anyone losing commission or the contract we signed. I know what we were told. I know we were lied to. I know we were blown off. Lack of integrity, that is where my issue lies. Don't lie to me.

Company Response 03/07/2017:

Dear Raymond,
We appreciate you bringing your concerns to our attention. We understand that we have spoken to you and reached an amicable solution. Your continuous satisfaction is important to us, for future concerns please contact us at customersupport@empire-today.com.
Thank you.
-ET Customer Support

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Poor Quality Carpet, Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- I purchased carpet in 2008 for my 2nd floor. 1 year later the carpet showed signed of delamination and ripples. I called their 800 number and they sent someone over and said it needed to be restretched. I had it done. Over the years it has come back. I filed a claim this October, and the millions of things they requested included pictures of my vacuum, receipts for cleaning, and do I have pets, or is there high traffic in the room? I was waiting for them to ask me for a urine sample. Lo and behold they decided they will not honor the warranty for the carpet.

I have numerous jobs for them during the year that I have supplied to them, as I do home repair on an emergency basis, and to be delayed and treated this way is very poor customer service. I am better off having Home Depot to do it moving forward. Even their numbers supplied by them are not working, and you have to go through the entire call in process to get to the customer service area.

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No Follow Up
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RIVERSIDE, CALIFORNIA -- We had flooring installed and we noticed that if we went barefoot our feet would become black. I called Empire's customer service and kept getting a runaround. Finally they sent a crew over. All they did is look and photograph my feet, and conduct no other tests. They concluded that the floor was dirty.

I then called and they send over a very professional third party source that took white rags and ran them across the floor and he found black residue, not dirt on the rags. He then cleaned a few areas with acetone and still found the rags had black residue. He indicated he could give me no final results or a copy of his report because Empire was his customer. Almost a month later Janet from Empire called but I was not available. I called back an hour later and then again, but no response. I have called at least twice for four days and have not gotten a call back.

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Scam Warning!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SANFORD, NORTH CAROLINA -- I received a "quote" from Empire Flooring to replace all floors... Upfront warning: you have three days to cancel your order which involves mailing a form to their legal department. That time frame is too short for regular mail so your only option is to pay for priority or overnight delivery. If you miss this, the contract states a min. 15% fee.

My quote for engineered wood and carpet (during the 50/50/50 sale) was $16K... that was nearly $9/sq. ft. The representative told me he needed to put an install date and needed my e-signatures for the quote. Engineered wood throughout most and carpet in two bedrooms, stairs, and bonus room. Approx. 1900 sq. ft. with a quote of more than $16K... that's more than $8/sq ft.

I called and emailed my sales representative and got nothing back except to say he missed my call... No reply to my email re: the cancellation policy and whether it applied to my quote. I didn't risk it and overnighted the form requiring a delivery signature. Despite this, installers showed up at my door on the date he plugged in "just for quote purposes." I would have been on the hook for a lot of $$ and bet this is how Empire makes most of their $$... Through shady sales tactics and reliance on consumer faith they're working with a trustworthy company. It's a marketing ploy to make money off restock fees/consumer penalties.

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Paid for Carpet and Can Not Get Them to Install
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SPARTANBURG, SOUTH CAROLINA -- We purchase carpet and had an appointment for installation on 2-27-2017. They called and rescheduled for 2-28-2017. We advised them when we made our purchase we needed installed before 3-1-2017 because we had appointment to show our residence on 3-01. They came out on 02-28-2017 and stated they did not have material for install. Rescheduled for 03-01-2017. Nobody showed nor called. We contacted them to be told we were confirmed for 03-02-2017. We will see but, I am not confident anyone will show. If you are thinking about using them to purchase and install carpet, I have one word for you. DON'T!!!

Company Response 03/07/2017:

Dear Customer,
We regret to hear about your experience. Please email your concerns and account information to customersupport@empiretoday.com for further assistance.
Thank you.

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You Can Find Better Carpet Company In Maryland
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BRYANTOWN, MARYLAND -- BUYER BEWARE!!! On the day of the installation the installers showed up on time. They were very professional. However, they showed up with not enough carpet for the job and the wrong padding. This was not the installers' fault, the salesman did not order enough carpet or the right padding. Also, the installer advised me that I have to pay the full amount before he can even start work. What kind of a reputable company wants the full payment before they can begin and knows they will not finish that day because they do not have all of the material?

Also they could not guarantee me they would return the next day to finish job. The installers did good work however. My opinion, you can find a better carpet company in Maryland. It is a shame that management is ruining this company.

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Bad Carpet Padding
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

OHIO -- I had Empire install carpeting in my Family Room and I am so disappointed in the padding. When you walk on my carpet it feels as if there is no padding at all underneath! I paid good money for my carpeting but I really think they cut corners on the padding!

Company Response 03/07/2017:

Dear Customer,
We would like to know more about your concerns and help make things right for you. Unfortunately, we cannot locate your account with the information posted here. Please email your concerns along with your account and contact information to customersupport@empire-today.com and mention my3cents in the subject line so that we can follow up with you.
Thank you.

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Installers Damaged Walls, Will Not Return Calls or Emails
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

EMPIRE TODAY, MICHIGAN -- Installers damage two walls, seven phone calls made in two weeks. Each time was told there would be a return phone call that evening. Emailed customer service reference number ** seven days ago, still no contact. Worst customer service I have ever witnessed in my life!

Company Response 03/07/2017:

Dear Customer,
We would like to know more about your concerns and help make things right for you. Unfortunately, we cannot locate your account with the information posted here. Please email your concerns along with your account and contact information to customersupport@empire-today.com and mention my3cents in the subject line so that we can follow up with you.
Thank you.

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Bad Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MACUNGIE, PENNSYLVANIA -- They made a appointment for between 10 a.m. and 12 noon. Didn't show up. I called them, told me it would be 2:00. I asked why no one called me and got no response. The service representative authorized a $75 credit (on a $3,500 bill)!! The guys stayed on the phone for an hour trying to get the final payment settled, really got me angry. I will NEVER do business with this company again, and suggest you don't either.

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Empire Carpet Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 32 ratings and
88 reviews & complaints.
Contact Information:
Empire Carpet
333 Northwest Ave
Northlake, IL 60164
1-800-588-2300 (ph)
www.empirecarpet-flooring.com
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