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Empire Carpets Builders Grade Garbage
Posted by Momof2njs on 10/31/2010
We moved into our current home 5 years ago and the people who lived here prior to us had a feral cat. We spent $700 on carpet cleaning and still the carpets would not come clean..we decided to go with Empire because of their ads to install quickly...that they did. Not sure any of the installers spoke a word of English. The berber carpet in the Family room has held up the best but still looks much older than 5 years...the neutral tan color carpet we got through out the house looks like it is 10-12 years old...it is worn and will not even come clean now with the wet vac. The carpets are disgusting...it is the worst carpet ever and I will NEVER use empire again...i would rather wait and get a better stain master type carpet then the junk that Empire sells...catchy jingle but it's all hype and not worth what you pay. It cost us $6,000 to re-carpet the entire house and in 5 years the carpet is totally shot. Can't wait to get rid of it and chalk it up as a bad mistake and impulse move on our part...NEVER NEVER by Empire You will get cheap crappy carpets installed quickly
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Company Response on 11/01/2010:
Thank you for bringing your carpet experience to our attention. We would like to research your concerns and explore a resolution; contact us directly at 800-588-2300 to assist you.
     
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Posted by dan gordon on 2010-11-01:
Empire sells basic carpet at greatly inflated prices. For what you pay you could go to any independent carpet store and get better quality and better service. If you choose junk its all going to look terrible but at least most stores will help educate you a bit and not be high pressure.
Posted by ok4now on 2010-11-01:
Empire Carpets is a very consistent company. They offer a CONSISTENTLY bad inferior product that is overpriced and they will lie & gouge the customer just to make a sale. Their slick advertising with the "trusting grandfather" looking con artist really dupes unsuspecting people in. I get sick every time I see this false T.V. commercial because I know somebody is going to get ripped off. When you're spending this kind of money for carpet you really need to do your homework. Go with the local guy who has a strong following with repeat business. He's not in it for the one time sales kill like Empire is.
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Way too expensive...
Posted by RegularBayGuy on 07/13/2010
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!
Read Company Response
Company Response on 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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Posted by Venice09 on 2010-07-13:
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.
Posted by FlShopper on 2010-07-13:
Good review!!
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Bad sales tactics
Posted by BeagleIL on 03/17/2010
I scheduled to have a salesman come measure and quote the entire house. A total of 1500 square feet. The guy comes out (by the way, late) and starts measuring the place. He tried constantly to push me into carpeting when I specifically said laminate both when I scheduled and also when he walked in the door. I also informed him when he walked in that I was just starting to shop around an he was the first person to come out. After measuring, he dinks around on his calculator, never once looking at any price sheets, and just says $10,800 for all laminate and $6900 for carpet. I asked to get an estimate in writing and he say they ONLY bid by the job. He can't give me an estimate sheet detailing material pricing and labor. Total BS! He then asks if there is anyway he can get my business right on the spot. When I said absolutely not (reiterated the "shop around" statement for the 4th time), he packs up fast and is gone just like that. What a moron!
Read Company Response
Company Response on 03/18/2010:
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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Posted by dan gordon on 2010-03-18:
they only hire independent contractors, they are not employees. They operate on a one stop close play lots of pricing games, work on an extremely high mark up. Its luck of the draw but they aren't interested in shoppers. They really want laydown one stop sales.
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Empire carpet is not reliable
Posted by Empiresucks on 01/05/2010
MICHIGAN -- We were looking to carpet 4 rooms, 2 closets and hardwood a 200sqft hallway in Michigan, all-n-all about 1/3 our home flooring. We had an appointment with Empire to come out and provide an estimate between 5:00-7:00 the next day. This is a second home for us, and we packed up our 3 children, came home early from work and drove all the way out to the home to be there for the flooring guy. What did we get, just a call from a flimsy salesman at 6:50pm that he was double booked by the company and he wasn't going to show. They were too busy. We went out of our way to have these so-called flooring experts come out to our home to make a likely big sale on flooring, and these clowns didn't even bother to show up. All he did was call and blame his own company's department for messing up. So if you want carpet from these so-called experts, you can have them, we will never bother with ordering flooring from trash again!
Read Company Response
Company Response on 03/24/2010:
Thank you for bringing your sales appointment 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.

Sincerely,
Consumer Advocate Team
Empire Today, LLC
     
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Posted by karleebarlee on 2010-01-05:
mistakes happen? it's possible that he wasn't lying.
Posted by dan gordon on 2010-01-05:
empire carpet only hires independent contractors to sell their carpet. The bid they give you can vary widely and your experience with the estimator can vary widely. They work on probably the highest markup of any carpet store so be warned.
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Beware!
Posted by SAL2 on 05/24/2009
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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Posted by Soaring Consumer on 2009-05-24:
You did the right thing.

The best thing to do is to only give a partial payment up front before the actual installation. When a company knows that they would get the rest of their money upon completion, they have motivation to do the job right and to the customer's satisfaction. Once they have all of their money, the motivation is usually gone, the quality is usually lower than expected and its "not their problem".
Posted by rudybjr on 2009-05-24:
Mexicans? Maybe they were Americans of Mexican descent? You're problem was thinking Empire was thinking Empire was going to make an exception for you. Please, no one makes exceptions if its going to possibly cost them money.
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Shoddy Quality/Poor Workmanship
Posted by BarbieL on 11/18/2010
Our salesman was very slick. . .I'm convinced the carpet sample he showed us was NOT the quality that was installed. The carpet is rippling and I contacted the company. They tell me they can fix it for a mere $165. It was poorly installed in the first place, by a crew that barely spoke English. The "Pergo" type flooring that was installed is buckling and the laminate is lifting in areas. Stay away from this company.

They don't back up their work and I'm convinced it's a case of bait and switch.
Read Company Response
Company Response on 11/18/2010:
Thank you for bringing your carpet and laminate experience to our attention. Our customer service team looks forward to addressing your concerns immediately. We encourage you to contact us directly by calling us at 800-588-2300.
     
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Posted by Sparticus on 2010-11-18:
We had Empire carpet a few rooms about 3-4 years ago. The sales guy was very nice, and very convincing that they had high quality stuff. The carpet samples they brought to our home seemed middle of the road quality, and I kept asking about the padding. We wanted the best padding. He kept saying their padding is the thickest and best.

Well long story short, their padding is not the best, it was pretty cheap. The carpet in general looked fine, but it was definitely cheaper feeling than we wanted. I felt he lied to us just to make the sale.

Which appears to be the common sense among Empire customers... We would not use them again.
Posted by dan gordon on 2010-11-18:
carpet is rippled as its was improperly installed. Probably not poser stretched. Bucking laminate is normally indicative of moisture from a spill or a leak. Not normally mfctg related. Suggest you pay for an independent carpet inspection. You should be able to sue in small claims court for the cost to repair. I thought they advertised guaranteed installations?
Posted by rose on 2013-01-08:
empire does not stand behind the work they perform...so expensive and now its bukled and looks terribel...i will never get empire again...
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Beware of the EMPIRE PRICE-SHOCK
Posted by Billybob21 on 09/23/2009
GREENSBORO, NORTH CAROLINA -- Empire does a great job advertising, I therefore called them simply to get an estimate and see where it may lead. The 12 months no interest/no payments was as well attractive certainly to pay off within 12 months. Anyway, prior to meeting with the Empire salesman I had called and got estimates from two local in town flooring companies with both estimates coming in at a difference of about $200.00 of each. After measuring and choosing carpet and vinyl, the Empire salesman gave me the cost figure....I thought I was going to Drop-My-Teeth first thinking there is a big mistake somewhere. The estimate was double...YES DOUBLE the price of estimates given by 2 of the local and VERY reputable flooring companies in town. The salesman was very nice and knowledgeable however, called his supervisor to discuss after which the price then dropped by 21%. This was still much-much higher than the estimates of the two local flooring companies. I simply have to wonder why anyone would go with Empire paying such outrageous prices when others are so much cheaper. If the price had of come in at or below the local companies prices, we would have made a commitment then and there.

In all fairness to Empire the salesman was very courteous and seemed quite knowledgeable of his job. He additionally apologized that he didn't get our business.
     
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Posted by MSCANTBEWRONG on 2009-09-23:
It's a good thing you got 2 additional estimates. I suppose Empire charges double to pay for all of their excellent advertising. I always like to deal with businesses in my local community when possible.
Posted by Hugh_Jorgen on 2009-09-23:
National TV advertising and "free" interest for 12 months costs somebody some money. Now we know who pays for it.
Posted by Billybob21 on 2009-09-23:
Since posting I have read and read reviews on Empire. Out of reading dozens I have not read one single satisfied person with Empire.
Read this:http://www.belshe.com/2007/07/18/home-depot-carpet-vs-empire-carpet/

http://empire-carpet.pissedconsumer.com/

Heres a funny one: http://www.complaintsboard.com/complaints/overcharged-c36230.html

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Be Careful When Empire Carpet Visits Your Home
Posted by Autumn14 on 03/23/2009
ATLANTA, GEORGIA -- I need my carpet replaced in a portion of my home, so of course I contacted several companies including Empire Carpet. You are able to go online and schedule an individual to come out measure the area, show you samples, and give you a price....no big deal. Most of us would be willing to come in with those same measurements and see the samples.

Well a gentleman came out about 3 days after I scheduled the appointment. I wanted a few different prices. One price was of one room, another price consisted of two combine rooms and the third price would be a ball figure of the entire home......OMG!

I couldn't believe with the cheapest carpet and laminate at the supposedly 60% off my small townhouse was going to calls over $5600 to recarpet. But after much recalculating and phone calls the prices magically came down to $3600 and then again to $2600 if I agreed to pay cash and do the next day.

He expressed to me over and over this included all taxes and labor, padding, installation, and clean-up. I asked him who hires someone and doesn't expect labor, padding, and clean-up. He really promoted Empire Carpet as a company that offered something that most companies didn't. I explained to him it was up to the customer to ensure they got what they paid for and I felt he was peddling me a bunch of bull either the price was $2600 to start with or $5600 and non-negotiate this isn't a car dealership this carpet installation.

Needless to say, I asked him to leave and placed a phone a phone call to friend in the textile industry who install carpet. He was able to do my entire townhouse for less than $1300 and there was no haggling.....

     
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Posted by dan gordon on 2009-03-23:
Empire is more or less a boiler room who employs independent contractors to go out and do a one call close with high pressure and deceit. Someone has to be paying for all those tv commercials. 60% off what? as their products are pvt labeled so how can you compare?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Awful installation service
Posted by Kzwarg on 07/06/2012
DENVER, COLORADO -- We needed to have our entire home re-floored after we flooded in a bad storm. Initially the salesman was nice and informative. He made a quote that was quite high and when we balked, he then "pretended" to call his boss to see what kind of deals he could give us. After ordering a laminate floor and carpets for the bedrooms we got a decent price compared to other company's. They told us they could be in to install within 2-3 days. A week later a carpet team showed up hours late (they called once to say they were behind). One of the installers was ill and went into our family bathroom for 42 minutes and got sick!!! He continued to use the bathroom frequently and it ended up taking he and his partner 6.5 hours to do a bedroom roughly 15X12 feet! I urged him to go home several times and that we could reschedule, but he barely spoke English and refused.
A week later as we already put a deposit on our laminate floor we had a contractor in for other repair. He told us the slab we wanted to put the floor on was badly damaged and would need significant repair before a laminate floor could lay flat and click together. I got a second opinion and they said the same thing. The empires salesman was ignorant and sold me something I could not even use. He had no understanding of the floors structure or make-up and what would be needed for prep-work. Finally, we went for carpet and after paying and expecting the carpet the next morning, we got a call at 7:48 the night before saying we owed $648.00 more dollars. We fired them. The entire team from salesmen, schedulers and installers were idiots. Poor quality and would NEVER recommend them. EVER. And I still do not have my last room of pre-paid carpet in. Three weeks later we are "on the schedule". I made a total mistake with empire!
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Company Response on 7/6/2012:
Kristin, we regret any inconveniences that occurred during your installation process. The experience that you’ve described is not in line with the world-class service that we expect for our customers. A member of our customer service team will be contacting you soon to discuss your installation experience and work towards a resolution. You can contact us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com if you have any questions. Thank you. Rebekah Clerk, National Customer Service Manager

     
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Posted by Bill on 2012-07-06:
Should of read the Empire reviews on this site first.
I would never ever think about using Empire, I would go with a local vendor even if it was more money.
Posted by trmn8r on 2012-07-06:
Calling you the night before installation to tell you that you owe money just sounds wrong.
Posted by face it on 2012-07-06:
Thank you for posting this review. I hope that other potential customers read this and the other reviews about Empire before they waste there money!

"The installer barely spoke English" does not surprise me, as Empire pays the lowest labor rates in the industry. Regardless of what they charge up front Empire uses under-skilled labor for there installations. This company is nothing more than a legally protected bunch of crooks. America does not need so called "organizations" like this filling peoples heads with there ridiculous commercials and with there obvious lack of compassion and over all quality.

As an installer looking for work I tried Empire for 3 small jobs, the first one I refused to do because of the laminate material they gave me to install was all warped and out of square, there comment to this was "Tell the customers that is the nature of the product, to have gaps" Knowing better I refused to install it. The other 2 jobs did not go very well either, the sales people have no clue what they are talking about (basically any used car sales man down on his luck can be a sales person for Empire, in my experience the sales staff has no working knowledge of product application and or limitations) . I was asked 3 separate times to tear out asbestos containing material on the same job, endangering myself and the occupants of the home! and after not being fully paid for the previous nightmares I was subject to via Empire at that point I told them to never call me again.

Operations like this have got to stop! The paying customer deserves better than what Empire could ever deliver. There sales Tactics are just south of illegal. They did not just roll out of ditch yesterday either, they know full and well what they are doing and they have taken extreme legal measures to protect there interest = YOU'RE MONEY!!

You're best bet is always to check with local reputable stores. Put it to you this way -If the sales person came in and gave you a price of lets say $10,000 for your project, then did the let me call my boss "bit" and came back with a price of $6,000. What if you agreed to the first price? It happens all the time, and Empire counts on that. You would not receive any better service or quality, you would just be out $4,000 more! and they would be laughing all the way to the bank.(hows that for buy 1 room and get 2 free!!) The overall quality of the materials they use is that of your local discount/close out store.

If you look at this review and then compare the company response to other reviews on this site, as well as other sites, you will see a very common thread. These responses are scripted, they have such a high volume of dissatisfied customers that making a scripted "we are sorry...blah blah blah" becomes a necessity!

Again I would like to say thank you for taking the time to post your experience with Empire, and I am truly sorry that you did not see all the real Empire reviews before you wasted your money there.
Posted by Joan Waits on 2013-10-04:
We had our entire house re-carpeted a year this past April. Since then, we've had ripples on top of ripples to appear. My husband talked with a customer service rep. today and she told him that they would come out and correct the problems for
$150.00 a room. I couldn't believe it!! He told her "no thanks"
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Horrible Sales People
Posted by Amy.nabulsi73 on 10/08/2011
I gave this company two opportunities to install carpet in our new. It was potentially a huge commission for the right company. The first guy they sent us didn't even know they were running a promo and said that it was over. Gave us a quote of $6000 for the whole house with no promotion.

Later that night we saw the commercial about the current promo and called them back the next day. Next guy that came gave a quote of $12,000 with the promotion! When we asked what happened to the $6000 from the previous guy, he then said, if I give it to you for $6000 will you give me the job?

ARE YOU KIDDING ME???!!! He was ready to pocket $6000 for himself! We asked him to leave right away. This is the biggest scam of a company.
     
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Posted by Anonymous on 2011-10-08:
I always believe in getting several quotes, and not just from the same company. Hopefully you won't be floored by the next one you get...
Posted by ChuhBaca on 2011-10-08:
Flooring seems to be one those industries where there are a lot of cheaters out there.

In most cases, you purchase the carpet from one company, but they sub-contract the installation to whomever they can find. You go in thinking your dealing with one company, but really your dealing with a company and whatever sub-contractor was available that day.
Posted by Nohandle on 2011-10-08:
Even if you deal with a locally owned business, many utilize sub-contractors. That's OK with me but I had better have one number to call back if there is a problem of any nature and they, the company I purchased from, best take care of it.
Posted by Skye on 2011-10-08:
You did the right thing OP.

Thanks for warning others about your experience.
Posted by Skye on 2011-10-08:
Great point NH, about only wanting ONE phone number to deal with.

Avoids major headaches and run arounds.
Posted by Business Response on 2011-11-29:
Amy, we’re truly sorry for your sales experience. We can assure you that as a company we’re committed to fair and ethical business practices and are disappointed to hear this may have not been the impression you received. It’s our understanding that we did speak with you recently to address your concerns. If you’d reconsider using us in the future, please feel free to email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager

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