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Empire Carpet Consumer Reviews - Page 2

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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.

Company Response 05/18/2017:

Dear Customer,
We sincerely regret to hear about your experience, and assure you that we take matters such as this one very seriously. Please email your concerns and account information to customersupport@empire-today.com, and mention my3cents in the subject like for further assistance.
Thank you.
-ET Customer Support

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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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Gave Me Inflated Quote
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OCALA FLORIDA, FLORIDA -- Told me 3300 was half off of 530 square feet of laminate. Triple what Lumber Liquidators charge even "on sale". Be wary of a place that won't clearly post prices up front. A year ago got a quote on 250 sq ft of vinyl for 780? Huge scam. Who charges 6500 full price to do 500 sq ft of laminate? Even the half off was three times more than everyone else. Bait and switch scam if you ask me.

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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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Carpet Less Than 6 Months Showing Traffic Pattern, Inferior Quality, Not Name Brand, Do Not Stand Behind Product.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT WORTH, TEXAS -- We replaced 12 year old carpet in only 3 rooms on the lower level of our home, the rest of the downstairs is hardwood or tile. Our home was designed by us and our Custom home builder... every aspect of our home contains great workmanship and quality, including the original carpet. One of our older dogs had a few accidents and got sick in our master bedroom, although we had the carpet cleaned numerous times the stain reappeared. We decided to replace the 12 year old carpet in all three carpeted areas downstairs and chose Empire.

We had shopped around some and chose Empire, although it was a 50% off sale, the price was very similar to other quotes. The representative was personable, so we chose Empire. MISTAKE. 6 months later wear patterns are appearing in the master bedroom and master closet, the office shows some wear patterns but not as distinctive, the seldom used guest room is ok. The carpet we chose has a pattern which is no longer as distinctive.... at the time of this writing the carpet is only 9 months old! Our 13 year old carpet upstairs that withstood 5 children and now our grandchildren shows no traffic patterns or depressions.

Empire sends someone out who looks at the fibers and says, "It is still good, it is not wearing. It is just a traffic pattern that will come back with a cleaning!" I am not a Rocket Scientist, however, it is very obvious the carpet I was sold is an inferior product and incapable of handling the daily traffic of two slim people walking in and out of their bedroom or master closet. It seems walking on this carpet puts too much stress on its resiliency and forces the pattern to disappear under the daily pressure of a 120 lb women and 180 lb man.

Empire's Solution: Get the carpet cleaned with only hot water OR PAY MORE FOR AN UPGRADE! What the heck did I pay for??? I was very specific with the salesperson about the quality of the carpet desired. The sales person did not have many samples to show me. She did go back to her car and bring in the second book of samples from which I selected my carpet. I am very dissatisfied with this carpet.

Empire does not stand behind their product and has little regard for customer satisfaction. We paid over $3,000 for carpet that we are very dissatisfied with, our only recourse is to spend more money with them.... Not on your life. I will never use them again and will dissuade anyone else contemplating their services. We are going to have several reputable carpet companies look at this carpet, get their professional opinion and probably replace this carpet, based upon the current deep traffic patterns it will be worn to the pad within 6 months.
BUYER BEWARE.

Company Response 04/16/2015:

Hi Donna, thank you for bringing your concerns to our attention. It's disappointing that your product has not been meeting your expectations, and we can assure you that we are taking this situation seriously. We are committed to working with our customers until they are completely satisfied, and we regret that this situation has not yet been resolved. We understand that we've been in contact with you about this matter, and we will be following up with you again shortly. Thank you. Jeanette Ramey, National Customer Service Manager

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Carpet Sales Rip Off
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LYNDHURST, OHIO -- Empire today carpets. I scheduled an appointment for a sales associate to come give an estimate to install carpet in my house. He measured and quoted a price, and said the installation would be the following day. I was excited because the sales guy talked up the carpet to be amazing. When the installers came to install the carpet, I asked the installers, "Is this good carpet?" They replied "ehhh I mean it's ok." Instantly I got a pit in my stomach because I was told it was one of the top carpets. The installers came into my house and I showed him the areas that the carpet would be installed.

About 20 minutes later the installers told me that they have an issue and that there wasn't enough carpet in the van to install the areas. That the sales guy must have measured wrong. Aggravated but polite I said "ok, well can you install then come back and finish the stairs?" He said "no it all has to be done the same day". I was upset because I lost money due to taking off work. I asked the sales guy to come back out so I could talk about different type of carpet.

He arrived 2 days later and we talked about a different carpet. I then told he I receive a better quote for the carpet but they had the newer generation of carpet. So empire said they would match the price. But they only had the older generation of the carpet. After thinking about it I decided well I already got approved through empire and I'm selling my house anyway so it really doesn't matter. So I signed the contract. I called friend. My friend and explained everything (because he has installed carpet for 20 years through multiple company but is retired now.)

My friend said "WHAT? They charged you how much for the carpet you picked out?" I told him, and he said "NO, the carpet you are getting is NOT the same carpet and ANY other carpet place would sell the carpet for $15 less a yard." And my house was quoted at 120 yards. So that's 1800$ in cost. He came out and measured the 2 areas I'm getting carpet. Great room. Basement and 1 set of stairs. And said he came up with 100 years and not 120. My stomach sunk and I became sick. I called and told Empire my story and they said, "Unfortunately we cannot give you a better price."

Well sorry Empire you just lost my sale, and the other friends and family that I will demand that they do not give Empire their business. I hope this review helps anyone looking for carpet because as of this moment October 2nd 2014 they have not made any attempt to earn my business.

Company Response 10/07/2014:

Hi Donnie, thank you for bringing your concerns to our attention. We regret that your installation was not completed as initially scheduled, as we never want our customers to be inconvenienced. We understand that we've been in contact with you regarding your pricing concerns and are currently working towards a resolution. We will be following up with you shortly and you can also reach us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Jeanette Ramey, National Customer Service Manager

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Empire Today Disgracefully Dishonest - Company Responds
By -

MORAINE, OHIO -- I answered an add on Craigslist almost 2 years ago. I get a call from Empire somewhere around Mid June of 2011. I meet with the "manager" to discuss the possibility of working for them as a sub contractor. I was asked to sign countless pages of a so called "agreement", never once being shown what I was signing. I had to fill out their ridiculous forms no less than 3 separate times. Each time I would ask "What is this for"? I was told some sort of different excuse each time.

The first job I was to do for Empire, the temporary installation manager comes out to the warehouse with a blank paper with nothing more than a line for a signature. He said to me "Here you need to sign this before you start to do any work". Again I asked why, he explained it was just a technicality and that this form appears to have been lost and they need another copy of it. I loaded material to go to first job, Laminate flooring, and arriving at the job I noticed several details the sales person overlooked.

After starting to lay out the material I realized the laminate was defective. The planks/panels where not milled properly, they wear out of square and when you put the planks together it would leave uneven gaps between the planks. I called to explain this to Empire. They wanted me to continue installing the product telling me "this is typical of this product, it's fine". I refused to continue and returned to the shop to show Empire first hand how bad the material was.

There is day 1 where I invested time and was paid nothing for my time and expenses. A couple of days after that I was told they sent another crew out with the same material and they installed it, telling me that next time I have that situation to tell the customer "that is the nature of this product". Second job, I arrive at the customers house immediately seeing that the salesperson failed to accurately evaluate the scope of work. After about 2 hours of calling back and forth to Empire, they finally contacted the customer and worked out a deal for additional money to correct the salesperson's improper evaluation.

This is job #2 that nothing additional was paid to me for the extra time spent correcting their mistakes. The third job I was dispatched to, we arrive to find 3/4" hardwood glued to concrete. Which the homeowner was to have torn out himself. The customer informed us that he worked on tearing out the floor for 3 days and finally gave up. Once again I spend hours calling back and forth to Empire to try to correct this issue. Which did not only refer to the fact the floor was not taken up, but the salesperson wrote on the work order that "glue may need to be scraped up in some areas". Again another over site by the salesperson.

The installation manager tells me "do what you need to do and we will pay you very well for the extra time" and also promised me that I would be paid the following Friday as I had to spend money out of my own pocket to buy the proper leveling compound to be able to properly install their new floor. That Friday came, and no check. I was told their "policy" does not allow for a contractor to be paid outside of their "scheduled pay period" This is job #3 involving a lot of extra time, and even money out of my own pocket that I was never reimbursed for. And what little I was paid was not paid to me on time as promised.

Then the next job I was sent to I was told "We got you a real good job to help me make up for the money lost on the last few." I look at the stack of material and it is 3/4" solid Brazilian Cherry, and several buckets of glue. I informed them that "you DO NOT GLUE DOWN 3/4" SOLID WOOD!" (common knowledge/industry standard) The installation manager's response, after I asked for an in writing guarantee that I would not be charged for this job after it fails, "it is in your contract, Empire will replace it at no cost to you".

Arriving at the job site we notice that there is asbestos tile threw out the entire house. This is a type 1 asbestos that is only considered harmful if it is broken/cracked visibly degraded. In this situation the asbestos was in very poor condition and a danger to anyone in the home. I was first told "come back to the shop and get a leveling compound/patch to cover all the asbestos tile (which is acceptable if the asbestos containing material is in good shape.) Only after they realized that I was sent to the job with the incorrect flooring material (the 3/4" wood I pointed out from the very beginning) was I told to leave the job site.

The next day about noon I was called by Empire demanding that I go back out to the job site and remove the carpet so I could save the job for Empire and they would not lose this customer. I again explained the condition of the asbestos and I went on to explain that if I removed the carpet it would disturb the degraded asbestos underneath of it putting myself and the occupants of the home in real danger and the response I got was "you will only crack the tile a little bit here and there when you pull the tack strip up." I said "no I am not comfortable doing that."

Not 15 minutes later the same guy from Empire calls me again. "We really need you to go out and save this job for us, we really got egg on our faces over this one." I again said no, to which he told me "come on and do this for us and you can put a feather in your cap and if you don't do it you will be blacklisted." To which I responded "if that's how you need it to be, fine!" and hung up. This is job #4 that I was never paid anything for the time invested (about 4 hours) loading material in and out of the customer's house and countless phone calls back and forth to Empire while stuck at the job site.

To any customer thinking about having Empire out to your home, I hope this gives you a small look behind the scenes and what goes on there. I am not looking to get millions of dollars from them, I simply want what is rightfully owed to me. They have been reported to OSHA, The Federal Trade Commission, The Bureau of Workmans Comp, The Attorney General of Ohio, and to all of the local news "trouble shooters". I will not rest until Empire is forced to close there doors!

I was never shown a "price list" their pay scale was never disclosed to me. I was asked to sign countless papers with no explanation of what they wear or why I needed to sign them. I was given an excuse for everything, lied to countless times, and not paid for my time and efforts. I was told by the general manager of this Empire location that "there are costs to doing business" and I was told every excuse as to why they could not pay me.

The office staff at this location is without a doubt the most unorganized mislead group of individuals I have ever had the misfortune of meeting. One person will tell you one thing, then the next person tell you something completely different. I urge all potential customers and/or contractors thinking of getting involved with Empire to take a good long look at not only this review but the countless others out there. They advertise in such a way as to make people believe they are saving money by using Empire, when in reality they are spending more!

Places like Empire are driving skilled trades people to work for minimum wage and introducing less skilled people into the trade due to their ridiculously low pay scales.

Company Response 1/24/2012:

We apologize if you felt you did not have a positive experience while working as an independent contractor. While we strive to create a positive atmosphere for all our contractors, misunderstandings can occur and we are happy to help address and resolve this issue.

We are confident that all work performed is in accordance with local regulations and accepted industry standards and we continuously strive to provide exceptional service for our customers.

Please feel free to contact Steven Jedras at 888-583-3000 x4345 to further discuss and resolve your concerns.

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Empire Carpet Rating:
Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 39 ratings and
95 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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