Bad sales tactics
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 ... read full review1 Replies - Latest reply on 03/18/2010
Empire carpet is not reliable
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 ... read full review2 Replies - Latest reply on 01/05/2010
Horrible Sales People
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 ... read full review6 Replies - Latest reply on 11/29/2011
Sales people are not reliable
We wanted to replace our kitchen and hallway flooring. They offered us an appointment the next day to show us materials. Were told someone would be here between 11am and 1pm on Tuesday. At 11:45 salesperson, ... read full review1 Replies - Latest reply on 07/08/2009
We purchased Carpet from Empire and it hasn't even been a year and the carpet is wearing out! We called the service people but didn't get anywhere with them.
We will do business with them again and will highly not recommend them to anyone.
Be aware of the Empire Carpet sales people. I called for a quote, the guy was really nice and professional. There was no pressure either. However, when I asked for a written quote he wrote up a sales agreement and asked me to sign it. He (very politely) assuring me it wasn't a purchase agreement or contract even though it clearly stated I would be penalized if I cancelled the purchase agreement.
He also told me there was a price match garuntee, but he would not match Home Depot's price. He would not explain why. He very kindly told me he had to call his office, which he did, and when he got off the phone he changed the subject.
Just wanted to inform people to make sure you read their contract before you sign.
BEWARE--- they lie, and will not honor your warranty. Our carpets are crap. They will sweet talk you to make a deal.. They do not call/ install when they say they will... we had the worst experience with them.. and have been trying to get some money back for over 15 months,
they agreed to only pay us $100 and we have yet to see that reimbursement. DO NOT USE EMPIRE, you
will be sorry.
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!!3 Replies - Latest reply on 01/23/2014Add reply
INDIANAPOLIS, INDIANA -- We purchased new carpet from Empire Today, and overall we were happy with the cost and timeliness of the company. The next day carpet was installed throughout our home, however, due to a miscommunication, no closets were carpeted. We immediately brought this to Empire's attention and they said someone would be back the next day to finish the install. No one came. We called again and were again told someone would come the next day to complete the install. Again no one came. This has happened the last 6 consecutive days and our carpet still is not complete.
When calling Empire Today's corporate offices repeatedly over this past week we have been given many reassurances that "someone will complete the install tomorrow," but never specifics as to who, or when, that will occur. It is obvious that Empire Today contracts out their work, so in a sense there is no accountability to a certain person (besides myself) to ensure the job is complete.
I think that if you are present during install and can confirm the job is done correctly, this would be a good company. However, if there is miscommunication or an issue, it will be extremely difficult for someone to take ownership of the issue and correct it in a timely manner. Because of this I would definitely not recommend Empire in the future.
WILMINGTON, DELAWARE -- I will never use Empire Carpet again...beware if you choose to. Use anyone else. I thought I was getting two years to pay off the carpet on a loan through a national bank. At least that is what the salesman lead us to believe, when I received my bill in the beginning of August and saw that there was over 2000.00 dollars of interest added on I flipped. when I called the bank and Empire, I was told that it is on the contract that I signed. Now they are charging me 15% interest every month, for the next two years. The salesmen are liars.4 Replies - Latest reply on 09/03/2013Add reply
COVENTRY, CONNECTICUT -- Empire was a bad decision made ! The install of the floor was horrible, the molding came up the next day, called several times to have it fixed was blown off several times then a crew comes out don't speak any English and the guy says the other people didn't know what they were doing they used too small of nails. Also had ships and scratches in floor but of course they did not have the right color match with them so they had to come back and again was blown off several times. They come back tear up most the floor and put it back together the exact same way, made several calls to empire never a call back most of my floor has moved I kick it back into place daily and all the surrounding moldings have been taking out and I have upgraded myself !!!! And if I would have known how easy this floor is to do I would have done it myself !!! Stay away from empire the don't deserve to be in business !!!!Add reply
07/29/2013: Funny, their commercials indicate uniformed professionals do the install. My installers were not uniformed and not professional looking. I was concerned but got passed it. My mistake because a year later the carpet started peeling from the floor. Now, Empire wants me to pay $50 per room to repair their own poor workmanship and they want me to move the furniture out. Never again! 1 Replies - Latest reply on 07/29/2013Add reply
NEW YORK, NEW YORK -- I called last week and was given an appointment for that afternoon. I had to go out to do some errands and rushed home. When I came home I got a message on my machine they could not make it. Then a few days later on a Friday they called to re-schedule for that Monday. Monday came and I got a call from them, they could not make it. Apparently when you call the 1-800 number they give you an appointment without knowing if the salesman in your area is available.
4 Replies - Latest reply on 09/27/2013Add reply
Needless to say I will not use them again. If this is the customer service they give, I can only guess how it would be to deal with them if there is a problem with their merchandise.
CHICAGO, ILLINOIS -- I scheduled an online appointment for empire free estimate. The first appointment was on a Saturday time between 6-8. I ask if they could come closer to 7. They said no problem. It was about 7:50 when ... read full review3 Replies - Latest reply on 05/30/2013
ALBANY, NEW YORK -- I bought my carpet for them after pricing out quality and price from Home Depot and Lowes. Empire seemed to offer better everything and a good price, They installed the carpet with the wrong pad. The carpet in the hall way was laughable bad. In one door transition they left a 2 inch gap between the bedroom carpet and the hall. The floor below was clearly visible!!! The stair was supposed to be wrapped with the end of the carpet. They stapled the carpet jaggedly cut to the rise of the stair! Empire was good about it and re-installed the entire carpet with the correct pad.
1 Replies - Latest reply on 05/04/2012Add reply
Then I vacuum once and the seam that was NOT supposed to be in the hall has started to come up. I am still waiting for that carpet to be re-installed. I called they said no problem we will take care of it and no one has shown up or returned my calls. The carpet is not as good quality as I had thought either. After a month it no longer looks new nor nice. Just don't bother no matter how nice and friendly the sales people are, they are not. The sales guy who sold me the carpet wouldn't even return my calls!!!
I needed carpet installed by a certain date so I called empire and told them my time restrictions. They promised that if the carpet was in stock, they would be able to install the next day. What they didn't tell me was that their sales person would cancel the appointment 3 times. And would not call and tell me. I only found out that they weren't coming when I would call them to see where the person was at. If your time is precious, do not use empire. They didn't seem to care that I waited for 2 hours the first time, 1 hour the second, and 2 hours the third. Terrible customer service.2 Replies - Latest reply on 09/25/2011Add reply
Floor was installed no complaints there but, I did not appreciate them using my bathroom and stealing my pain medications. I live in a senior community and I was taken advantage of.
3 Replies - Latest reply on 06/11/2011Add reply
Notified company and received no response.
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.
5 Replies - Latest reply on 02/10/2012Add reply
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.