Empire Carpet - Page 3

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1.4 out of 5, based on 20 ratings and
76 reviews & complaints.

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Empires hard wood floor is worthless
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CHARLOTTE, NORTH CAROLINA -- Fell for the 3 rooms for the price of 1 sale. I specifically asked the sales person how easy it was to scratch the flooring and pointed out the medium sized dog in the rear yard. Sales guy assured me that it was very tough and that the dog would not damage the floor. My mother just recently had hard wood floors installed from another company and she has a dog and doesn't have a single scratch, so I figured he was being truthful. As soon as the installers leave and I bring my dog in for the night, the floor was scratched. I called the company to have it repaired and they told me that as a courtesy they would repair that area but that damage done by pets wasn't covered and that they wouldn't repair any more. I called the company and explained to them that their sales person assured me that this wouldn't be a problem and they tell me that hard wood floors are extremely easy to scratch. I am constantly having to patch small dents and holes in the floor with wood putty now. I dropped my flipping car keys the other day and it knocked a hole it it. I complained enough that I was able to get them to refund $1000 but that really wasn't enough. Now I'm stuck with a worthless floor that you can't walk across barefoot without damaging. NEVER AGAIN Empire. You will not get a dime of my money ever again.
Company Response 07/16/2010:
Thank you for bringing your hardwood experience to our attention. We apologize for any inconvenience this situation may have caused you. Empire provided a free repair for an issue that was not covered by warranty as well as provided a discount to the order for customer satisfaction per our agreement.
     
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Worst mistake ever made, Huntersville NC
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I fell for the add of 60%off carpet. The salesman was good I will give him that. He played a guy who was having to sell carpet in a down economy. He opened up his books and made us feel that he was selling it to us at the lowest profit margin available 6%. Being naive we decided to go with Empire spending $3500. Then the lies began. They were not able to provide me with the specs on the carpet, found out it was polyester not nylon. They tried to string me along for the 3 days so that I would not be able to cancel. Installed 2 rooms and brought the wrong color for the third. Continued to get run around. Carpet at Lowes and Home Depot much better quality 1/2 the price. I had them take up the carpet as I cancelled in the 3 day period. To do this you have to send copy of paper to Illinois. Not one person gave a crap after I signed the contract. RUN FROM THIS COMPANY. Should have listened to the countless negative reviews all over the internet.


PS CHECK OUT THE COMPANY RESPONSE BELOW. YOU KNOW IT IS BAD WHEN THE COMPANY RESPONSE IS CUT AND PASTED ON ALL THESE COMPLAINTS SAYING THE SAME THING BUT ACTUALLY MEANING NOTHING
Company Response 06/15/2010:
Thank you for bringing your sales experience to our attention. We apologize for any inconvenience, and our customer service team would like to work with you to explore a resolution. Please contact us at 800-588-2300 so we can assist you.
     
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Poor Sales Tactics
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I live in Cleveland, OH and we recently had an Empire Carpet Salesmen out for an estimate. It was a small job, and we had received a couple of other estimated previously in the $450 - $550 range. Empire did have the carpet we desired, but their initial estimate was $1100 much to our shock. I said thanks, you're not even in the ballpark though. Well that was "list price" he said, and got it down to $860 or so. Still too high, so he calls a manager and gets it down to the $750 range. Still high, so he calls manager back and gets the "best they can do" which is around $680. Thanks for your time, but you are still much higher. So he calls someone else, and gets it down to their final offer, $500....I asked how he got it there and he called the "district manager" who gave us a family and friends price. And of course, we had to sign right then to get that price. I did not want to buy and was more than prepared to tell him to leave, but my wife did and said as much, so I reluctantly went along and bought the carpet but I am now having second thoughts.

What this all tells me is that this company easily would have gouged me and charged me $1000 for a $500 job if I did not balk at all of their outrageous prices. I certainly did not appreciate their cheap sales tactics and had a nice talk with my wife after the fact about how dirty this whole thing felt. I have not yet had my carpet installed by my choice, so I hope all goes well on that front. In the end Empire gave me a fair price for what I wanted based on of my other estimates, it was just the entire process of getting there that was wrong. I would not recommend or go back to Empire based on that alone, who knows how many people they have taken advantage of in their time.
     
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Terrible product and worthless warranty
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SANTA FE SPRINGS, CALIFORNIA -- What good is a 25 year warranty on the finish of a wood floor if they won't honor it when the finish flakes off. Apparently, you're not supposed to actually walk on the floors. They sent their own guys to take a look. They said that it was a manufacturer defect. They even paid an "independent" third party to take a look. It doesn't appear that they are very independent. When I asked about what their own guys said, I was told that he's not a flooring professional. Good thing they work for a flooring company. I would never use these crooks again.
     
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Rude Salesperson
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We are interested in replacing our floors with tile. I saw the saleperson at the mall and inquired on the products offered by empire. He offered me a free estimate and I accepted the offer. The Salesman was 2 1/2 hours late for the appointment. He gave this long speech telling us about the product, etc., then about his career path that led him to Empire. He stayed over two hours at our home and left after 9pm, we couldn't get him out faster. However, We did pick out two tiles. Since, we weren't ready to purchase that night, he refused to measure the floors and give us an estimate. Instead, a new appointment was scheduled two weeks later. Again, he was 1/2 hour late for the appointment. He asked if we were ready to buy. I told him only if it was within our budget. Forgetting the tile we picked out two weeks ago, we choose two other tiles which had two different prices. He quoted the prices to us which were way too high, 14,900 and 17,900. We told him that it was way to high at this time because we just located 1200 miles to another state to start new careers after being laid off from our present jobs. So, he called his manager who dropped the price, on the lower quality tile, which we had told him long before he wrote the quote that we didn't want. The price came down to $10,300 for 1100 sq ft of tile. Again we told him that we wanted to wait a couple days to think about it, plus, we weren't sure if the price was too high since we hadn't had any other quotes. He said put $200 down and think about it you have three days to think about it. We again said no. The pressure started to rise when he told us we needed to decide now or the deal was off and the price will be $14,900. We were firm and said no and we could tell he was angry. The last statement he made to us was, "do me a favor, don't ever call me again". When he walked out of my home, my jaw dropped. I ripped the flier with the additional $300 off. If circumstance where different I may had purchased since I want to change my floors. Times like today, time needs to be taken to ensure that good decisions are made. Like I told the salesman, I need to way out my decisions and determine if I am spending my money wisely. Maybe the answer is that I did make a wise choice tonight and that is not to be pressured into buying. All this Christian stuff he bragged on was a bunch of lies.
     
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Beware!
Posted by on
JONESBORO, GEORGIA -- Like the others before me I called Empire and set up an installation consultation. The representative was very helpful and did not pressure us like other companies had nor did she talk bad about competitors which I appreciated. After much negotiation we finally reached an agreement we both could accept. So what's the problem you ask.

Well the problem came when she said that we had to pay for the carpet in full prior to installation. Naturally my husband and I were shocked. We could not believe that she expected us to pay them $10,000 before the job was complete with no guarantee of a full refund if we were not satisfied. Well after a discussion with her "supervisor" they agreed to hold the check until the job was complete and our satisfaction was confirmed in a follow up phone call. We agreed.

So imagine our surprise the next day when I checked my account and found that the money had been withdrawn despite our agreement. I called my bank immediately and filed a fraud report. I then called Empire and cancelled my order. They told me that although the order was cancelled they could not refund my money until they completed an internal investigation which could take up to 10 business days because it has never been their policy to hold checks. It was not until my bank contacted them via 3way later that day that they agreed to refund my money immediately.

I was outraged!

Do you know they still sent the installers to my house for instillation, Mexicans who spoke no English, who even after a detailed explanation were still unloading their trucks. I had to go in my house and call Empire before they left.

BEWARE! Unless you are willing to pay thousands prior to work completion. I would not recommend Empire!
     
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My Experience With Empire Carpet
Posted by on
LONG BEACH -- I just had Empire install some carpet. We are very satisfied with both, the installation and carpet.

However, I would never use them again nor would I recommend them to anyone. The reason I say this is we called because they were offering 60% off. When we picked out the carpet we wanted, the guy gives us the price, and it was way way higher than the other quotes we received. When I asked if the price included the 60% off, he tells me that discount only applies to a few select carpets, and of coarse the one we selected was not one of them. So I said OK thanks for your time but your not even in the ballpark. That's when he calls his manager, and gets special permission to lower the price, by over half. That tells me if I didn't ask about the discount, they would have happily gouged me.

It gets worse from there. After thinking about it, we called him back and say OK, let do it. He comes back to the house and after filling out all the paperwork asks for payment in full. So I say, what do you mean payment in full? You haven't installed the carpet yet. He says that's just how they do it. So I tell him forget it then. I'm not paying you in full before the work is done. I just had $10,000 worth of windows replaced in my house, and they didn't ask for payment in full. I'll give you half now and the other half after its installed, otherwise, have a nice day. Low and behold, his manager gives special permission to pay half now and the balance after the installation is complete.

The lack of trust was unbelievable. He actually sat in my dinning room calling his office so they could run some kind of check approval, making it very clear to me that they did not trust me to write them a valid check, yet I was supposed to trust them and pay it all in full before the installation.

I think I got lucky. Most of the time if a company wants to be paid in full BEFORE the work is done, they do very very poor quality work, and know they won't get paid after, so they need to get it up front.

Like I said earlier, I do not recommend using Empire for the simple fact that they were not straight up with me from the beginning.

     
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Worst Experience of My Life.
Posted by on
Rating: 1/51
CALIFORNIA -- They say that the lack of a physical location allows them to pass the cost savings on to you. Not true. The real reason is that they want to corner you in a spot that you can't leave and rely on your relaxed condition to get your money. Do you really want a pushy commissioned salesman in your home? I can't begin to tell you the things that went wrong because this salesman wanted to make his Mercedes payment. I will regret letting these people in my house for the rest of my life. The installers will NOT help you move furniture despite what the salesman will tell you., You may be without a house for 10 days like I was. The salesman even tried to sell me financial consulting services which was his "side" business. The floors we got scratch easy. I can still picture my dog getting out while I was trying to move things back in from the garage. He was hit by a truck and died in my arms. There should be a special place in Hell for companies like this.
Company Response 09/04/2014:
Hi William, thank you for bringing your concerns to our attention. It’s disappointing that you have not been satisfied with your experience, and we’d like to know more about what happened. We can assure you that we are committed to working with our customers when issues arise, and we will be contacting you soon to discuss the situation. You can also reach us at customersupport@empiretoday.com. Thank you. Jeanette Ramey, National Customer Service Manager
     
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Bait and Switch
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Rating: 1/51
LABELLE, PENNSYLVANIA -- Salesman came to my home on 3/15 and measured and came up with a price of $4600 for 144 square feet of laminate flooring. I told him that was too much and he came down to $3,679. I did some calculations and research and found out that it should be not be no more than $2,800. I called Monday (2 days after contract was written) and canceled. Pennsylvania law says that you have 3 business days to cancel a contract. Also, gave a credit card deposit of $200. Customer service was very hesitant about cancelling. Told me he would get price down to $3,000. Still too high. This company rips people off. Customer service told me that I will received my credit in 7 to 10 days. I am anxious to see how truthful that is!
Company Response :
Hi Susan, thanks for making us aware of your concerns. It’s disappointing that you were not satisfied with our all inclusive pricing. Per your request, your order has been cancelled, and we will be following up with you shortly to advise you of the status of your refund. If you have additional questions, 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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They let THIEVES into my home!
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Rating: 1/51
ORLANDO, FLORIDA -- My husband and I had several carpet estimates for our home and decided to go with Empire as the carpet looked good quality and the salesman assured as they only used "licensed and background checked" installers. Well, they installed my carpet last Friday Jan 10, and after they left, I noticed a gold ring (valued at $2,000) missing from my master bathroom, where they had no business entering. I searched for over an hour for it, then called Empire. No manager available so they told me to file a police report and a manager would call me back ASAP. 72 hours later (ridiculous) I received a call asking for the police report # and telling me they would start an investigation. I asked when I should expect a follow-up call and was told by Friday the 24th, still haven't heard ANYTHING!!! Funny how great their customer service was before the job but now they want to ignore this situation. I loved that ring and I am most upset that I had a criminal in my home (I was here the entire time of install, working downstairs while they put in carpet upstairs) who now knows where I live! This is scary and ridiculous. Do not use this company!!
     
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