ATLANTA, GEORGIA -- Saw the catchy TV ad. Called to schedule free appointment. Appointment was set, then they inquired if all the decision makers could be at the appointment because they will be unable to leave any samples. Told them my wife would be there. At the appointment, they quoted three choices (that must have been all they had).
They measured the rooms and stairways and quoted enough sq ft to allow for over 20% scrap. I know because I measured precisely. They included 400 square feet for two carpeted stairways. By my measurement, the finished product on the stairs would have been 165 sq ft of carpeted surface. That comes out to 235 sq ft wasted, over 100% scrap on the stairs. That's the best their installers can do??
The sales representative left without a signed agreement. I called the Cust Svc number. I requested a copy of the contract that they prepared at the estimate. I requested the manufacturer name for the selected carpet style. I requested What is the carpet made of? I requested the Face Weight. I requested a copy of the manufacturer warranty and installation warranty. Guess what! That information cannot be presented in writing prior to completion of the installation and the Sales Rep should have discussed all of that at the estimate. I cannot see the contract unless I sign it first and wait for installation before I can have a copy.
Customer Svc can only provide the name of the Manufacturer (Mohawk). Any further information would have to come from the Sales Rep who does not return my calls. Well, this was the first company we approached for an estimate. We have seen enough to smell a rat. All I can say is do they really think they can sell me a "pig in a poke"? Ok the pig phrase is not a joke. Just go ask your oldest acquaintance what it means.
Thank you for bringing your concerns to our attention. We never want our customers to be disappointed in our service, and we'd be happy to answer your questions about our products and warranties. Unfortunately, we cannot locate your account with the information in your post. Please call us at 888-588-2315 x4195 or email your contact information to email@example.com, and we will follow up with you to learn more about the situation. Thank you. Jeanette Ramey, National Customer Service Manager
PENNSYLVANIA -- I scheduled an in-home estimate through your website. The guy showed up at the scheduled time. He completed the measurements and grabbed samples out of his car. He had minimal samples to show. We selected a carpet style and a laminate style and then that's when your company began to failed us.... The guy that showed up had no markings on his car, no uniform, no business cards, nothing to tie him to your company. As he was going over the prices, they were double and triple over a competitor.
When I asked about the 2 specials you are running, he stated they only applied to select styles/products and stated he did not have the products with him and refused to show any idea what they looked like. This was a huge let down. Don't market a sale if you cannot actually deliver the product. He stated the quotes and then said he could "Call and get a lower price" but it needed to be a done deal at that moment. Unacceptable. He didn't have any paperwork that stated a real estimate or quote that could be backed by Empire. No other contractor works like that.
He refused to give us a business card because he "can't come back tomorrow." This feels unsafe. Why do you allow your contractors to do this? I will never buy anything from Empire and I will tell everyone I know to do the same. TERRIBLE BUSINESS PRACTICES!
Hi Ashlee, we regret that your sales appointment did not meet your expectations, and we can assure you that this is not the experience we expect for our customers. We understand that we've been in contact with you about this matter and that you have chosen to go with another company. We would still like the opportunity to know more about your concerns, and please don't hesitate to contact us if you would like to discuss this matter further. You can reach us at 888-588-2315 x4195 or firstname.lastname@example.org. Thank you. Jeanette Ramey, National Customer Service Manager
BETHLEHEM, PENNSYLVANIA -- All I can say is scam! Scam! Scam!!! We requested a free quote. Empire is having a 50% off installation and carpet installation for one bedroom. They told us that the price would be $3000 for the lowest grade of carpet.....umm REALLY? Then he tried to make us think we were getting a deal and said it would be 50 percent off of that so my new price is $1500. Now, I've gotten two other estimates and they were around $1,000 for my bedroom so Empire jacked up their price and then took 50 percent off of that. Totally dishonest and they have lost a customer!!!
Hi Nicole, we're disappointed that our pricing did not meet your expectations. Because we are a full-service company, our pricing is all inclusive and covers product costs, installation labor, and any additional requested services. We also offer a price match guarantee. We would like the opportunity to discuss your pricing concerns in more detail and better explain the current promotion. We cannot locate your account with the information posted here, but if you call us at 888-588-2315 x4195 or email email@example.com, we will follow up with you as soon as possible. Thank you. Jeanette Ramey, National Customer Service Manager
WILMINGTON, DELAWARE -- Do not use this company... They do not honor their contracts. I was informed in 2008 when they sent a sale representative to my home to recruit for a new bathroom makeover. At the time I was informed that if I went with the company the items would be lifetime. I contacted the company in regards to replacing the shower door handle that had broken off causing the door to fall and glass to break. I was informed by representative ** that because the company no longer uses the products they used in 2008 that I was just plain out of luck.
Unbelievable. Do no use this company... They do not honor the lifetime contracts!!!!! Scam only to recruit then you are on your own if anything happens!!! Worse company I have ever dealt with when it comes to lifetime warranty (a joke).
Hi Angela, thank you for bringing your concerns to our attention. We understand that we've been in contact about this matter, and we will be following up again shortly to review the situation in more detail and work towards a resolution. You can also reach us at 888-588-2315 x4195 or firstname.lastname@example.org. Thank you. Jeanette Ramey, National Customer Service Manager
CHATSWORTH, CALIFORNIA -- We called for a free carpet estimate for 3 bedrooms (10x10) (12x10) & 16x12 and 13 stairs. We were shown cheap carpet stating it was high end and it didn't have the Company name on samples, but Empire's name. The sales guy tried to state it was Shaw, but I don't think Shaw would like that their name wasn't on these samples. Then he never showed us his true estimate just gave us a 50% off deal for installation, padding and carpet.
Our cost after the 50% was $2,250.00... We had other estimates for much less and it included better carpet and installation, padding & moving furniture. When we told him we're still shopping and not sure yet, he started that fake phone call to his boss to get a better deal and he was a horrible actor and you could tell he wasn't even talking to anyone. Then gave us $250.00 off, he became to change his attitude and putting down our carpet we had and tried to give us a week to think about it but with a $50.00 deposit refundable up to a week.
I didn't fall for any of his horrible sales antics and was done. We said "no thank you" and we did our research and read reviews and read our story over and over. Shame on you Empire for just not sending good sales men and being more honest. Funny thing is basically stating it would of originally cost us for 3 bedrooms not even large rooms and 13 stairs that it would of cost us for low grade $4500.00 without the sale? Please give us homeowners better credit!!!! Bad Business!!!!
Hi Deb, we were disappointed to read your review, but we appreciate that you've taken the time to share your concerns with your sales appointment. It's disappointing that your sales appointment did not meet your expectations, and we'd like to learn more about what happened. Because we are a full-service company, our pricing is all inclusive and covers product costs, installation labor, and any additional requested services. We also offer a price match guarantee. Unfortunately, we cannot locate your account with the information posted here. Please call us at 888-588-2315 x4195 or email your contact info to email@example.com, and we will reach out to you. Thank you. Jeanette Ramey, National Customer Service Manager
SOUTH HACKENSACK, NEW JERSEY -- We ordered kitchen flooring from Empire. We agreed on wood planking. After a week the men came to install it. We were told the floors were not level and they could not install it without it cracking. We were frustrated and were willing to accept white tile and the salesman promised to have the floors leveled as well.
When the men came to install they AGAIN stated it too would crack and refused to install it: and there was nothing about leveling the floors on the paperwork. This was a week before Thanksgiving and our floors were a wreck. Empire offered $300.00 off of rugs we had installed as well, but it did not restore our trust in salesmen who misrepresent the facts to sell floors.
Hi James, thank you for bringing your concerns to our attention. We are aware of the issues that prevented your installation from being completed, and we regret any inconvenience that occurred as a result. We understand that we've been in contact with you about these issues, and we'd be happy to discuss this further and address any unresolved concerns. You can reach us at 888-588-2315 x4195 or firstname.lastname@example.org. Thank you. Jeanette Ramey, National Customer Service Manager
GLADSTONE, OREGON -- We responded to the TV ad (buy one room, get 3 free). The year before we had our living room carpet replaced for about $800.00, but because of a new carpet burn from our fire place, we decided to take advantage of the ad offer and get a couple small bedrooms done as well. Even with the ad I knew there was bound to be extra charges. So I expected to pay double the living room costs. The sales bid came in at over $5000.00!
I asked the sales girl, "How's that possible considering the ad"? She said the carpet was free for the extra rooms but we had to pay all labor. I asked how much per yard she was charging for the matching carpet. She had charged us 3 times the retail value for the carpet. Empire Flooring is the worst way to go for flooring. Go to a flooring store and find a reputable, local installer if you want a "real" fair rate for flooring and installation. Stay away from TV ads!
Carl, it's disappointing that your sales appointment did not meet your expectations. We understand that you've gone with another company, but we would like the opportunity to learn more about your concerns and better explain our all inclusive pricing, as well as the promotion. If you're interested in speaking with us, please contact us at 888-588-2315 x3555 or email@example.com. Thank you. Angelica Snell, Resolution Team Manager
BALTIMORE, MARYLAND -- We contacted Empire today for an estimate on new carpeting in our entire house. An Empire Today salesperson came out with samples of carpet and gave us an estimate of approx. $3000. He assured us that the carpet was good quality, and that there is a 10 year warranty should anything happen to it, such as excessive wear or stains. It also came with a 1 year installation warranty. We decided to purchase. Not even 2 months later, the new carpet looked worse than the 10 year old carpet we had replaced with it. It was worn down to almost nothing and it was falling apart from the seams and from the middle of the floor.
We do not by any means abuse our carpet. We never wear shoes in the house, we vacuum at least twice a week, etc. So we called Empire and they told us that they would send an inspector out to look at it. Instead of an inspector, an Empire salesperson came out, but even he told us that there was clearly a problem with the carpet and that he said he would request a full replacement of an upgraded carpet. He took pictures and went on his way.
Over 2 weeks later, after not hearing anything from Empire, I called them to check on our claim. The lady on the phone told us that the claim had been denied because, from the pictures, they could not see any defect in the carpet or the installation. When I asked to see a copy of the pictures, I was told that the salesman who took them passed away and they did not have access to his computer. After fighting with them for weeks, and filing a complaint with the BBB, they finally
Amanda, we regret that this matter has not yet been resolved. We understand that we have been in contact with you previously, and we will continue to work towards a resolution. Thank you. Rebekah Clerk, National Customer Service Manager
CLEVELAND, OHIO -- After reading the reviews of a few disgruntled consumers, mostly directed at sales persons tactics, I had to jump in and give a professional opinion...I have 30 years of national design and architecture experience specifying and installing the finest materials. Empire's commission based sales staff is as varied as any other group of people trying to make a living, but their products (out of necessity) are the same as any other retailer...you simply get what you pay for.
Of course anyone who has to foot the bill to schlep samples all over town with no promise of a paycheck is going to be disappointed, maybe even desperate, if a sale isn't made, and isn't it human nature to let those feelings show?
Nothing in life is free, including the gas it takes to show up at your door....so visiting a dealer where you really see multiple prices and qualities makes a much more informed buyer......recently I used Empire again for a house I was flipping and they did an absolutely superb job.
Maybe beauty, or irritation, is in the eye of the beholder, and the disgruntled Empire customers are simply inexperienced buyers whose limited purchasing expertise is showing.....and their evaluation of their salesmen overly critical.
We're thrilled to know we were able impress you with our sales and service. Thank you for the recommendation, we look forward to working with you on your next project. – Rebekah Clerk, National Customer Service Manager
SEATTLE, WASHINGTON -- I purchased carpet for our living room, dining room and hall 1 1/2 years ago. At the 1 year mark they called wanting to know if we were satisfied. I had just been telling my husband how disappointed I was in how the carpet looked dull in the traffic areas and that the luster was gone compared to non traffic areas and how nice they looked. This was 1 year after installation and we had been gone to AZ for 4 months during this time. Empire came out, took samples, tested them and called back saying the manufacturer was replacing the carpet due to defect. All new carpet installed.
We're 5 months down the road, and again we had been gone for 2 months to AZ so 3 months of use and the traffic pattern is showing a definite wear and the luster is gone again. Empire came out, took samples, tested and called back saying there was nothing wrong.
This is actually too bad, because I was going to replace our carpet in AZ next spring using their services. At this point I am very disappointed that I have a carpet that will most likely need to be replaced in the next year or so because the wear is not satisfactory. I will never use Empire again and feel that they let me down and their name is one that can be trusted. To make it easy on yourself and save money long term, I would carefully select another carpet company.
Vickie, we regret that your product is not meeting your expectations, as we always want our customers to be completely satisfied with the products they receive. It's disappointing that you've still been experiencing issues, and we will be following up with you shortly to discuss the situation in more detail. If you have any additional questions or concerns, please contact us at 888-588-2315 x4195 or firstname.lastname@example.org. Thank you. Rebekah Clerk, National Customer Service Manager