Empire Carpet - Page 3

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1.3 out of 5, based on 18 ratings and
74 reviews & complaints.

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So far, Just frustration! No carpet after 5 days!
Posted by on
TWINSBURG, OHIO -- We ordered carpet from Empire that was due to be delivered on Tuesday, July 5th. The installation did not occur because Empire said we did not have a confirmed delivery. Funny, my husband had the confirmation number in his hand. After many phone calls, of course our representative was "in a meeting," it was finally determined that a mistake had been made when our order was entered on their system. My husband wasted a day of vacation for nothing and we have no carpet on our first floor and part of the second floor. Delivery was scheduled for today, Friday, July 8th. Empire, still a no show! Of course, once again our representative is "on the other line" and has been for quite a while with no return phone call even after the last fiasco. Now we are being told by customer service that our order was "cancelled" on July 6th by US!!! This just didn't happen. We did not cancel the order.

I'm sure that we will now be expected to go without carpeting for the weekend at a minimum and take yet more time from our jobs to accommodate their missed installations!
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Alain on 07/10/2011:
Try contacting Rebekah Clerk at customersupport@empiretoday.com ( this came from a company response on http://www.my3cents.com/showReview.cgi?id=96395 ) and see if you can get a decent result from them that way.
webms38 on 07/10/2011:
Thank you Alain. We did just that. I really appreciate your response. Unfortunately we got her voice mail. In the mean time we did get a call from Empire and our rep. At first, the customer service representative took no responsibility for the error. However, during a later call the same rep, after doing some checking did offer an apology and reset the installation for this upcoming Friday. We will see if this actually happens. :). Thanks again for taking the time to respond.
Alain on 07/11/2011:
Glad it helped, webms38! Please keep us updated!
Business Response on 07/12/2011:
Jeffrey, I truly apologize for the error that occurred in scheduling your installation. It’s always our goal to make the installation process easy and convenient for our customers and it’s disappointing to hear this wasn’t the case. It’s my understanding that we’ve worked with you and that your installation has been rescheduled for later this week. If you have any further questions or concerns before or after your installation, please don’t hesitate to call me at 888-588-2315 x4195 or email me at customersupport@empiretoday.com. I’d be happy to help. Rebekah Clerk, National Customer Service Manager

webms38 on 07/13/2011:
Yes, Thank you Alain! I really appreciate your suggestion. Rebekah and Jennifer from Empire Carpet both responded as did our rep. We are keeping our fingers crossed that our carpeting will indeed be installed this Friday. I will definitely post a follow-up in the spirit of fairness to Empire Carpet. We have been told that they have had some significant issues with a new computer system that has been causing difficulties with schduling and ordering. As someone who works in the IT industry, I can sympathize, they have also made some offers to assist us in other ways to attempt to correct the situation. I'm hoping to be able to post a very favorable outcome :)
webms38 on 11/15/2011:
I wanted to reply back after a few months of finally getting our carpet installed and living with the carpet and installation. It was a VERY rocky road at the start, but ultimately after many phone calls everything was resolved. We have our carpeting and in all fairness I have to say that the installers did an amazing job. I was very impressed with the way in which they finished our staircase and steps. The original carpeting was not installed correctly and this made a huge change. We went with the higher grade carpeting and so far I have been happy with the clean up and the wear. We have several pets and children so the carpeting is not treated lightly. However, I do try to take good care of it. We received several apologies and phone calls from the local Empire Office and they also offered as much as they could to help make things right. While I would have preferred an easier transaction from the start, I feel that in our case, they went the extra mile to try to make things right. I am very happy with the installation quality and the carpeting as well. Thank you to everyone who offered suggestions here and thank you to everyone who helped at Empire.
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I Waited For Nothing
Posted by on
I set an appointment for an in home free consultation. Was looking to do 7 plus rooms. Went on line and had to choose a window of time from a preset selection. The best time for me was between 5 and 7pm. Left work early to be ready at 5 pm. My wife and I waited until 7pm. No salesman, no call! I called Empire at 7:10 to see what was going on. The customer service representative said they didn't know but would check into it. I was on hold a short while to find out the sales representative was running late and would be an hour or so late. In my world a simple phone call from the representative would have made all the difference in the world. I know things come up but no excuse for not picking up the phone and Informing me. A two hour window is plenty of time to make an appointment work.

When I call on a customer I show up at the time we agreed on. Apparently Empire is doing so good they don't need my business.
Company Response 03/10/2011:
I see in our notes that you’ve decided to go elsewhere. I’m sorry for any inconvenience this has caused you as it is not our standard of service. I understand you were contacted by the Customer Service Manager in your local area market and informed them of your decision to go with another company. However, your feedback is important to us as we are always trying to improve our customer service, and we’d like the chance to speak with you more. If you’re willing, please email me at customersuport@empiretoday.com or contact me via phone at 888-588-2315 x 4195 so we can follow back with you. Rebekah Clerk, National Customer Service Manager

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spiderman2 on 03/08/2011:
Think of it this way, you didn't totally waste your time, you found out you don't like the way they do business before you gave them any money!
rick a on 03/08/2011:
Good point.
Alain on 03/09/2011:
Try calling Rebekah Clerk, National Customer Service Manager, at 888-588-2315 extension 4195 or e-mailing her at customersupport@empiretoday.com Let us know what happens. Thanks.
Whiteduck on 03/09/2011:
Perfect response, Spiderman. Especially when you read the other posts about Empire. Nice that they showed their true colors before they had your money...
SCIFgirl on 02/10/2012:
I am thinking 'Wow! Poor Rebekah! She must have the broadest shoulders ever!' It is terrible to see so many negative experiences for this company.
I am ecstatic that we aren't in the market for any carpet/flooring at the moment.
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Thanks For All The Information!
Posted by on
We need new carpet and some other flooring changed. I decided to research online and thought I would check out Empire. I am so glad that I found this site. I had thought I would call them for a quote, but after reading this and other sites complaints on them, I will NEVER call them.

I will deal with a local company and I thank all of you reviewers again for taking the time to help unsuspecting people like me make an informed choice.

I see at the end of every complaint that Empire puts almost the same response...Call us and we will talk. Talk? about what?

The fact that you have been dishonest with your commercials and other stuff? I wouldn't call you.
Company Response 03/03/2011:
We realize that reading the reviews on this site may not paint the best picture of our company. However, as a member of our Customer Service Team, I can tell you that we’ve served Over One Million satisfied customers and currently hold the highest letter grade with the Better Business Bureau. When a concern is brought to our attention, online or otherwise, we reach out to each and every customer to resolve these issues. We’ve also been recognized by some of the industry’s most prestigious awards for our dedication to service and business ethics. We admit that sometimes mistakes do happen, however, we do work with each and every customer to make sure they’re satisfied in the end. If you’d be interested and are still shopping around, I’d like the chance to speak with you more about our company and see if you’d be willing to give us another chance. You can email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. I look forward to talking with you. Rebekah Clerk, National Customer Service Manager

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jktshff1 on 03/02/2011:
Thanks for letting us know.
Alain on 03/02/2011:
Empire has decided to put sales volume ahead of quality and customer service it seems. Glad to hear you are going to patronize a local dealer where you'll likely get better service and customer care.
Alain on 03/07/2011:
I was glad to see that Empire responded. If they are sincere in their efforts to respond to customer concerns, I would expect to see less complaints about them in the future.
face it on 04/01/2012:
In regards to the Company response a listing with the BBB means absolutely nothing. Proof of this is to take a few minutes and search for any company you can think of (Sears, Walmart,Ford,etc.) Regardless of there actions a company simply makes a payment to the BBB to make it appear as if they have a spotless reputation.
madconsumer on 04/01/2012:
for every one complaint, there are thousands of satisfied customers. people stand up and complain, yet rarely stand up and give compliments.
trmn8r on 04/01/2012:
Absolutely true, face it. The BBB for member companies is utterly useless.

I find this a bit troubling, because I do believe in the BBB for assisting with companies that are NOT members. They are 2/2 with helping me recover funds from non-member companies, and they gave deserved D and F ratings to other companies engaged in very questionable business practices.

Then they go and give companies like Empire and Ashley Furniture A and A+ ratings. It doesn't square and smacks of fraud.
raven2010 on 04/01/2012:
I think companies like Ashley Furniture and Empire are the Wal-Marts of their industries. Cut rate, less than stellar service and products.

Their sheer volume means they will have more complaints than smaller companies.

That said, I will ALWAYS choose a small. local mom and pop over any big box when possible.
face it on 04/01/2012:
Regardless of volume I can tell you from first hand experience there materials are sub par. I was dispatched to 4 different jobs for Empire. I refused to do 2 of them and the 2 that I did I told the customer repeatedly the issues they wear going to experience with the products they purchased. Empires response to this was "that is the nature of the product" and what is worse is the customers paying for it fell for that! If you go purchase a seconds grade material somewhere, one might expect to see this variations in milling and the over all poor quality of the material. But to advertise as anything other than that is deceptive and should not be allowed.
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No Such Thing As Free.
Posted by on
Born and raised in Dalton Georgia. Where wall to wall carpeting was invented. Carpet wholesaler for 12 years. Retail store owner since 1994. When you come into any of our stores you will see the product displayed with installed prices including quality pad. No gimmicks. When the economy when south one of suppliers told me I should offer free pad, free labor, etc. like Empire, Lowes, Home Depot do. I told him we don't do that bogus sales stuff. He said "that's fine for the 5% of your customers who are intelligent." I looked at him and said damn your right.
Company Response 03/01/2011:
I came across your post and I’d like to see if there’s an opportunity to follow back with you and about the concerns you’ve expressed. I can see you’re still trying to decide about home improvements and I’d like to be able look up your account, so I can help you with information about your quote as well as answer any questions about our sales promotion. You can email your contact information to customersupport@empiretoday.com or contact me via phone at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager

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getoverit on 02/20/2011:
Seems like a sad commentary on the state of consumerism but I can't argue with it.
Anonymous on 02/20/2011:
That's why, as a small business owner we (the customer) should be able to rely on you to do what is right, what is ethical, and to treat your customers with the respect and dignity that you yourself would want to be treated with rather than preying on us as if we are stupid.

There are some customers just out there looking for the word 'free' and then there are those of us just looking for the best price. As a business owner you should do the right thing so you are able to rely on repeat customers.

I would also like to know why Empire is listed as the company being reviewed. Its you and the other guy that have made the assumption that 'people are stupid'. Put the name of your business up there.
Anonymous on 02/20/2011:
But people are stupid. That sorta makes me not want to not give you any of my business.

Please post the name of your company.
Anonymous on 02/20/2011:
They are not stupid, They are misinformed. As a small business owner he should be the one they can count on the set them straight if they are confused or 'stupid'.
Anonymous on 02/20/2011:
Maybe so, John. But, attempting to discredit other companies, all the while insulting the readers here, is not very informative, at all.
getoverit on 02/20/2011:
The problem, of course, is that businesses that really do try to do business in an ethical and straightforward way don't get the customers that buy on price or fall for gimmicks.

I don't really believe that only 5% of people shop intelligently but it really makes you wonder when you see some of the gimmicks and double-talk that companies use. To expect small business to live up to some standard that we don't expect of anyone is really asking a lot.
Anonymous on 02/20/2011:
Right Andrea. Which is why I was very clear in the last sentence of my previous comment that stated the OP should use their company name and not the name of Empire.
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The quote sealed the deal, NOT!!!!!!
Posted by on
TEXAS -- We recently began looking to get our carpet replaced and change our wood floors to tile floors. We received quotes for our downstairs floors (changing wood to tile) for $3000-$3500 and $1800-$2200 for our carpet. I saw an advertisement for empire to buy 2 rooms and get the rest FREE. Today the salesman shows up and measured our 2200 sq ft house in about 5 minutes then began to gives us our estimates, here's where it became fun... His estimate for the tile floor was $10,184 and his estimate for the carpet was $5200. Both were more than double the other estimates we have received and this is with free rooms and only the materials "on sale". When I told him he was
Not even close to being competitive he called his "boss" and was on the phone about 30 seconds. Without giving our dimensions, selections, our needs he hung up the phone and said his boss authorized him to reduce the overall price by $500. My original quotes (worst case) totaled $5700 and was from a top 5 rated company in Dallas my quote from empire was $15,300. I hate to think what the price would have been if I actually had to pay for the whole house! sorry empire but you will never hear from me again.
Company Response 02/23/2011:
Ultimately it’s our goal that we work with each customer during the sales appointment to find a product to fit their budget and needs, and I’m disappointed to hear that this didn’t happen during your appointment. I’d like to apologize for the experience you’ve described in you post, and see if there is a possibility to reach out to you to make things right. You mentioned that you’ve received a quote from another company. Please keep in mind that we do offer a price guarantee in which we’ll beat any competitive offer as long as certain conditions are met. We’d like the opportunity to work with you. If you’re willing to give us another chance, could you please email your contact information to me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x 4195. I’d like to look up your account and see how we can help. Rebekah Clerk, National Customer Service Manager.

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Anonymous on 02/19/2011:
I always thought that empire BOGO deal was too good to be true.
Disaster Worker on 02/19/2011:
TGIF, once you get the work done, would you let us know? I'm in Dallas and would like to know a good flooring source.
dan gordon on 02/19/2011:
you confirm what I wrote a few months back

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Empire cannot measure
Posted by on
I also made the mistake of using Empire. I feel like they used generic type carpet(not mohawk or shaw). We really liked the men who installed the carpet. They did a good job and knew what they were doing. I just feel the salesman walked around for a few minutes and came up with a number. He came to us with a 572 square foot and I asked him how? 3 bedrooms are not that big. Buy 1 get 2 free really? So 1 bedroom size 12x14 with a 6x6 closet is $2500 bucks. If we did not have a 2 year old and plans to go somewhere, I think I would have passed. I wish we would have taken the time and done more homework, and maybe used a real carpet store.
Company Response 02/17/2011:
I’ve read your post and would like to follow back with you. I’m disappointed to hear you aren’t satisfied with your purchase as we want all of our customers to leave their experience happy with the results. I assure you we do carry only quality, name-brand products for our customers. I realize you also were questioning your final estimate. The fully installed price you were provided included the cost of your product, the installation and labor and any other services you requested including haul away, the moving of your furniture, etc. However, the product you purchased may not have been part of the promotion, depending on the one you chose. Keep in mind, that a manufacturer product warranty and an installation warranty are also included in the price. Since we do not have your contact information, could you please send it to us? Your satisfaction is important and we’d like to reach out to you and see if there is any way we can turn your experience around and ensure you’re pleased with your purchase. You can email your information to customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Thanks and I look forward to hearing from you soon. Rebekah Clerk, National Customer Service Manager

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tnchuck100 on 02/16/2011:
One should never make major purchasing decisions when there are other issues pending that will distract you.

You should always research a company on the internet (ie: my3cents) before doing business with them. Even this will not guarantee no problems but it will tremendously improve your odds.
todd69 on 03/23/2011:
A follow up to me calling Empire back. I was told by Empire that everything was right about there measurment, but they gave me a credit of $150 on my account. I thought it was a little cheesy. I really wish I would have done my homework better now or found this sight sooner. I would never reconmend this company to anyone. One out of every 20 comments is a good one.
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Pushy salesman...over bid
Posted by on
Had empire out to bid the replace of carpet and install of laminate floors. like seen on other reveiws salesman strated out nice and was willing to help us pick out the carpet styel that we wanted. when he finished the bid he went out to his car so we could talk. we had told him all we wanted was a bid and we where not ready to go forth until we finished so home improvements. then he started to push by telling us the 5% off the whole bid was only good till he left. so he offers to go back out to his car to let us talk...so we talked about how to get him out of our house. I told him that we didn't want to sign today. he got all huffy said fine grabbed his samples and left. the next day we had a small home town company out for a bid. we did not show him empiresw bid and he beat them by $900.00.that was with empires "free" installation. than we showed him empires bid. they had over bid us 100 square feet for carpet like $300.00. I would not use empire and will try to steer anyone away.
Company Response 02/15/2011:
I apologize you did not have the experience you were hoping for. Since we don’t have retail stores, our in-home appointments are the only way for us to show you our products and provide you with our service. In regards to our pricing, other flooring companies do have complex pricing information like ours and no two are the same. The fully installed price you received during your appointment includes the cost of the product and installation labor as well as any other services that you may have selected such as haul away, the moving of your furniture, etc. From your post, I can see you’ve decided to go with another company for your home improvements but I’d like the chance to speak with you so we may follow back with the sales representative involved. If you’re willing, please send your contact information to customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195 so we may reach out to you.

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Disaster Worker on 02/10/2011:
Excellent post. I probably would have locked the door and not answered again when he went out to his car!
Venice09 on 02/11/2011:
These Empire salesmen sound like real pips! I have definitely learned from the reviews here to never let one into my house.

Very helpful.
todd69 on 02/16/2011:
I wish I would have done like you did and just wait for someone else. I feel we over paid for generic carpet. I felt they over measure and have a lot of fine print.
Every time someone says something about Empire there is a response from the company. I think they are aware they have a problem, but choose not to do anything about it.
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So sorry I used them
Posted by on
I have an apt building and a professional friend told me how satisfied the owners of a bldg she managed were with a change to Pergo flooring. When I needed to replace carpeting I chose Empire because of the longevity of their product and the knowledge and professionalism of the salesman.
The installation went smoothly and the look was high quality. 14 months later my very-careful tenant noticed 1 plank had bubbling, which looked like it was de-laminating.

I called the sales person, who was informative, but referred me to the general 800 number. I have had 4 calls from them-all non-productive and ignoring whatever I said. The last girl, Esther, called to reiterate wrong information (the 2nd time). I asked for a supervisor and she hung up on me. When I called the 800 number, a nice also-young girl said the minimum "I'm sorry" and tried to get a supervisor to the phone. She said he finally walked up to her but wouldn't pick up the phone. She also couldn't find Esther.

I spent twice as much $ thinking this product would be better quality and would last, and the company had been around for a long time. LEARN FROM MY MISTAKE.
Company Response 12/07/2010:
Pat, Thank you for bringing your laminate experience to our attention. We would like to speak with you regarding your concerns please contact us at customersupport@empiretoday.com or 800 588-2300.
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dan gordon on 12/07/2010:
You can get all types of laminates. Empire is simply one of the most expensive retailers in the country. Bubbling indicates moisture most of the time. If its confinied to single board then any installer could do a board replacement. Laminate should be way cheaper than carpet from any other dealer.
yankeefan! on 03/02/2011:
That's not the fault of empire. That's the issue of the product.
face it on 01/23/2012:
I can not say 100% for sure where there product is made? I can say without a doubt that there products have there name (Empire) printed on the boxes. Which leads one to believe they produce their own materials. I can also tell you with 100% accuracy that there material is among the lowest quality I have ever worked within my 24 years of installing hard surface flooring.
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Insider knowledge to help you decide
Posted by on
I worked in wholesale flooring for over 20 yrs so know a bit about about retailing and carpeting. First Empire works on one of the highest profit margins of any retailer I'm familiar with. While 40-60% may be reasonable with most stores Empire works on a 4-500% profit margin. Buying carpet cheap and selling it at greatly inflated prices is their model. When you read the reviews of this company and someone is given a quote for $8000 then immediately offered a $2000 discount that should give you some sort of clue. Someone has to pay for non stop TV ads. Do you really think you pay for one room and get two free???: All the salesstaff are not employees as Empire makes all 'employees' become independent contractors. They operate on a one stop close with high pressure and no time to make an informed decision. I ask you to consider shopping at a local retailer that will give you much better service and not that much of a mark up and deal with people you trust.
Company Response 11/12/2010:
We would like to speak with you regarding your concerns. If you are interested, I can be reached at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
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Anonymous on 11/08/2010:
Thanks dan. Empire installed 3 rooms of carpet, including closets in 2 of the rooms for a little over $4000 in my home. My experience was actually a good one and I was pleased with the results. My laminate flooring was installed by a local retailer, with comparably priced material, but I elected to install the floating floor myself saving on the cost of professional installation. The next time I am in the market for flooring I will take your advice and consider all local retailers.
Anonymous on 11/08/2010:
ript - wow! :( I just had my entire upstairs done (1400+ sq ft of Stainmaster) - 4 bedrooms, hallway, 4 closets (2 walk-ins) and all the way down the stairs for $1800. Lowes. $4K would have brought me to tears.
Anonymous on 11/08/2010:
4k for that is actually cheap here incrediblee, and this is several years ago and I did get quite a few estimates first. It would cost much more now.
Anonymous on 11/08/2010:
dan gordon on 02/08/2011:
Now they are advertising 'free' install. Labor on carpet avgs around .40-50 cents a sf or around $4.50 a sy. Someone has to pay it but its not going to be free.
dan gordon on 02/19/2011:
here is a perfect example of how they gouge consumers. Please don't believe they are giving anything away!!!

never again on 07/26/2013:
I had Empire come in for my free estimate, the salesman was so annoying and pushy. After we told him they were too expensive he cut the price by 50%. Well against my better judgment I buckled. The day they were to install 2 rooms a hallway and 13 steps, 2 kids showed up at my door and took them 10 hours to put the carpet in. My carpet was wavy from the way the padding and carpet were put in and coming up against a cupboard and from some walls. I didn't call because I wanted nothing more to do with Empire. A couple of months later they called and wanted me to buy flooring for my kitchen and bathrooms. I told him about my experience with the carpeting and told them never to call again. I am now getting my house carpeted again and you can believe it's not through Empire!!!!!
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Way too expensive...
Posted by on
I was in need of a new window covering on a large picture window in my living room. I had a shade that finally gave up after many years and after research, decided to go with a vertical blind.

I saw an ad for Empire Carpets on window coverings. I visited the website and found that they do handle vertical blinds. I called and they made an appointment for the following day.

The salesperson showed up late, and gave me a rather substantial quote of $875 for a basic vertical for a window 126 X 56. No next day installation as they claim, as it takes two weeks, which I thought was probably the case. As this was my first estimate, I was shopping around. The salesperson was very pushy when I told him that I this was my first estimate and that I wanted others before I made a decision. He told me to put the order in, and that I could cancel it if I found a cheaper quote. They also said that Empire would beat any quote I received which let me to believe right away that it was over priced. The written quote had no dimensions on it, and I also asked for a price on another window in the area, in the dining area. That had no dimensions on the so called "quote" only a price. I thanked the salesperson, but they kept repeating that he can make a phone call and Empire will beat other quotes. I did not feel comfortable with this person.

I went to a local store that handles paint, flooring and window coverings that I had used in the past and they gave me a quote of $360 for the same verticals, including installation. Yes, it would take two weeks for the vertical to be ordered and made. Less than half of what Empire wanted and the salesperson at this local establishment was not pushy, only wanted a third down and even suggested getting other estimates. (I did have another estimate and it was higher, $500, but still cheaper than Empire). I immediately gave a deposit and my verticals are on their way... The local store even took measurements for the other window and the order is ready to go, when my budget allows.. just one phone call.

Oh, and the salesperson from Empire kept asking about floor coverings, even though I told him that the carpeting and floor covering in the kitchen area was new and provided by my landlord and I was very satisfied with what I have.

Stay away from Empire... Shop around!
Company Response 07/19/2010:
Thank you for bringing your window treatment sales experience to our attention. We apologize for any inconvenience this has caused you. We are dedicated to service and satisfaction, should you have any questions please contact us at 800-588-2300.
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Venice09 on 07/13/2010:
Great review. I'm so glad you didn't let yourself be taken by a pushy salesperson. You recognized the red flags and went somewhere else, even though he made it difficult for you. Some people would have caved and regretted it later.
FlShopper on 07/13/2010:
Good review!!
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