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Empire Carpet Consumer Reviews - Page 2

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

GARNER, NORTH CAROLINA -- Terrible customer service and terrible warranty. I spent well over $10,000 on flooring that exactly one year after installation is now pulling apart and popping up at about 80% of its corners. I called and was told that I was out of luck and that they would charge me to come out and take a look, knowing that the issue was them installing it too tight not giving it room to expand they still didn't care. Was planning on doing my other half of the house but there is no way I will recommend or ever use them again.

Company Response 03/27/2018:

We'd like to address your concerns immediately. Unfortunately, we've been unsuccessful in locating your account with the information in your post. Please email your contact information to customersupport@empiretoday.com, and we'll be happy to reach out to you.

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Hardwood Floors
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Our experience was horrible! The job that was quoted to take three days was completed after nine months! Our stairs had to be ripped up and redone three times. I would never recommend Empire. The job is now finished but the workmanship is subpar. We were tired of taking time off work to have someone home to have the job repeated. Do not hire Empire!

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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 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!

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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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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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
1.3 out of 5, based on 48 ratings and
104 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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