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Empire Carpet Consumer Reviews - Page 2

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Flooring
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WOLVERINE LAKE, MICHIGAN -- The sales representative told me that the LVP flooring was tear and scratch resistant. Not true. Had he been honest I would have went with something different. They put silver transition pieces all over the hickory LVP. They put corner round-up against my back door so it couldn't be opened and put no transition piece at the front door where they made uneven cuts.

I called to complain and they sent someone else to fix it. The second group that came out and tore some stuff up but said it was too bad to fix and that I would need a new floor, and that a manager would call me later that day. Nobody called. I spent the next 2 weeks calling and was always told a manager would get back to me in 24 hours. I finally got someone when I started bawling on the phone and begged for a manager because at this point I was sick of having a torn-up floor. I certainly expected better when you're paying $5,000 for a kitchen and dining room floor.

So the third team comes out and says they don't see why they should rip out the floor and put in a new one all because they put transition pieces all over even though that's why they were coming. So they left with all my flooring they had just picked up. I think they just kept it for themselves because nobody ever called to see if it was done and at this point, I'm done. I can't sit on the phone with them anymore. I'll have to call another company to fix it.

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Carpet Pet Pad
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

AURORA, COLORADO -- I purchased a carpet (love the color) along with Pet Pad (expensive). I have pets and in case they had accidents I was worry free. Rented place to a young couple who's dog was learning to potty train. I rented a carpet cleaner from local store and smell of pet urine was awful. I thought it was the store's steam cleaner itself.

I hired 2 companies who claimed to be able to remove pet odors. I purchased a heavy duty steam cleaner with no success. I'm sold my townhome, returned the other day to finish the final closing requests and my townhome smells so bad of pet odors. I am not only embarrassed I am selling my home this way but, I am very angry and disappointed in the Pet Pad or carpet that is supposed to decrease or eliminate odors. I will never use Empire Carpet again.

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Unsatisfactory Installation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHESTERFIELD, MICHIGAN -- Salesperson came to our home to discuss and get an estimate to replace the existing flooring in our kitchen, dining and laundry room. The installers put a seam between the kitchen and dining room when these rooms all flow together with no door! We told the installers this was not acceptable. They said it is Empire's policy to put a seam every 10 ft which isn't true because our kitchen is over 20 ft and only 1 seam. We made a very bad mistake by letting them finish the job thinking Empire would correct the problem because when we called and told Empire they said they would contact management and get back to us.

That didn't happen and when we finally got through they said that is the policy. When asked why not another seam then? They asked for a picture. We sent a before and after to show our old laminate had no seam. Their next response was that the flooring we chose required that seam. Again only 1 seam. Now we have to purchase more flooring, rip out their install and do it ourself. We will do that after we contact them on some defective boards. Don't use Empire for flooring.

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.

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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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Do Not Use Them - Terrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DENVER, COLORADO -- I scheduled an appointment with them and they canceled with an automated voice mail 30 minutes prior to the appointment. OK, I was disappointed but the treatment that I received afterwards was ridiculous. No one very apologized and the closest I got to an apology was "no problem." I called again to cancel the appointment I rescheduled and the lady actually hung up with me. They have NO CUSTOMER SERVICE! I am so glad that I learned that from the beginning instead of in the middle of a project with them. DISGUSTING!

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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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Empire Carpet Rating:
Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 44 ratings and
100 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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