Empire TodayConsumerAffairs Accredited Brand
Since 1959, Empire Today® has provided Carpet, Hardwood, Laminate, Vinyl, Tile Flooring, and Window Treatments to over 2 million satisfied customers. Offering quality, name-brand products, Empire Today can help you find the product you want, within your budget. Empire brings hundreds of samples to your doorstep. During your free estimate, an experienced Sales Representative will help you choose a floor, take room measurements, and provide an all-inclusive price estimate. And, there’s no need to wait weeks - professional installers can install in-stock styles as soon as the next day. Offering competitive low prices and comprehensive warranties, Empire Today is committed to ensuring your Carpet and Flooring installation experience is top notch and handled by qualified and experienced contractors.
2016 American Business Awards:
The Stevies Company of the Year - Consumer Products - Bronze Winner
The Stevies Company of the Year - Customer Service Department of the Year - Consumer Products - Bronze Winner
Everything went well, on time and to our satisfaction. I have recommended Empire to others for similar work. The workers were done in about 5 hours and that was four rooms and stairs. They were courteous and professional and cleaned up all the rooms.
I had a wall to wall carpet installed through Empire Today. I took a second look just to see because I wasn’t really sure about pricing. So I went to the Home Depot and checked them out. But I ended up just coming back to Empire because they are better. The carpet was a lot better for the price I was getting through them compared to anything I looked at in Home Depot. I like the color and the softness. Plus the installation team was very fast and efficient, quick and clean.
Empire Today worked great for us. They installed carpet on the stairs and playroom for my kids in our house. My husband was here when they came for the installation and he said everything was fine. They were in and out. I like the warranty on Empire's product and I like the carpet's color, stain resistance and the pet guard.
Kim, great sales agent. Ricardo's insulation crew was fantastic. All worked out well with new floors. Could have been some problems but Ricardo's crew knew what to do. I would recommend all employees of our insulation to others. Thank you.
Carpet install schedule 27 Feb, was not completed due to material shortage. Called office for new schedule. Installers came back 1 week later. Wrong color. Asked office again for schedule, carpet installers came again Friday @ 11am Mar 10-wrong color again. Called rep but keep telling me he is on top of it but no results. Still not finished to date. Vinyl installation schedules, received msg from Empire Sunday 4 March, stating vinyl installation scheduled for Monday between 8-6.
Monday I called Empire for installers ETA, was informed it was rescheduled for Tuesday, next day 6 Mar. 6 Mar I called Empire at 844am to find ETA, installers will be here 1-2 hrs. 1045am I called Empire. They should be there 2-3pm. Received call asking for reschedule for next day, I told caller I’ve already been out from work 2 days and cannot afford another day off. 230pm, installers arrived, and installed vinyl. Had to return on 9 Mar to install the baseboard. I paid the vinyl in full but still not happy with Empire’s customer satisfaction guarantee. Still waiting for the rest of my carpet from 27 Feb...
We want every customer to be satisfied, and we're not happy that you've had a bad experience. We've located your account information, and we'll be contacting you soon to discuss your concerns.
Since 2013 this would be our third time using Empire for our same residence. In 2017 we had carpet installed. We loved the carpet so much we wanted to have it installed in the remaining bedrooms. We made an appointment and the same sales rep returned from last year. I mentioned I wanted the exact same carpet that we had installed less than a year ago to be carried in the bedrooms. She said easy enough as I have the same carpet in my home and easy enough. She mentioned that an install could take place the following week which was suffice.
Fast forward to the day of install which the window is 8am-6pm. It is now 2:30pm and no word from Empire. Finally I made a call to customer service who alerted me that they would be arriving by 4:30pm to start the install. I said that I had three small children and as long as they could be complete by 6pm window that is fine. It is now 3:30 and I receive a call now from the local dispatch (Jimmy **) who informs me that they now are canceling for today's install. I said that was fine but due to the inconvenience I expected extra some form of compensation. He had the audacity to say, “We will give you $100 off of a $2700 order”... really? I said for him to do better than that due to the inconvenience and call me back.
At this point I start to move all of the furniture and items out of the bathrooms back to the bedrooms and getting my house back to normal since my kids were going to bed soon. While I am doing this my phone is ringing and Jimmy proceeds to tell me that they are actually able to make it now and will be here close to 5pm. I said this won't happen and this is unacceptable and asked him how they were fixing this situation. His exact words were... "Sir there is no compensation any further so don't even ask since we are now in the original window." I was furious that I hung up. Soon after there comes the workers who show up. They come in the House much to my dismay and ask to see the space they are working with. I show them all three bedrooms and they say they won't be able to finish this today. I said, “Well why did you come then?” He said, “Well let me get started and see how far we get”.
At this time it's dark outside and my kids are ready for bed. Also may I point out that the rooms he was installing had no lights due to renovations so not sure how they installed in the dark. Also isn't formal protocol is to when they arrive they are to present you with paperwork and show you the carpet to assure it’s correct? Yeah none of this. They proceeded to leave after only competing one room and also might I add they asked to use my vacuum to clean up their mess and clogged it up. The installer said he would be back the following morning to finish the job. He then asks to keep all of the remaining carpet in my garage until tomorrow.
It's finally about 8:30. Was able to get my kids to bed but not before they are walking upstairs with nails and staples present all through the hall where the carpet wasn't even installed. Also their tools spread around the hallway left for everyone to trip on along with leaving a hall window open in the dead of winter. The next morning I call in sick to work since I now have to wait for the remainder of this install. When the sun comes up my wife and I are horrified to find out they installed the wrong color of carpet.
I figure I would wait for them to arrive THIS morning as stated the night prior. It is now 12 noon and no word... 1pm, 2pm nothing. I finally called customer service and they reach the installer who claims something came up. They now had to cancel even though I had to take off work and he assured me he would be there first thing in the morning. At this point I am just livid and try to reach anyone I can. I process to find my original sales person who seemed to refuse to call me back and would only text me. Based upon all of our texts throughout the day she stated my issues have been sent to multiple managers and GMs. All of them would be reaching out but not a peep from nobody.
I finally called customer service to file a formal complaint and when the service rep got the installer on the phone he wouldn't give her time. That he would be out. Her exact words was that she suggest I reach out to him to see when he was coming. I finally lost it and said, “How is it my job to track down your staff when I was the customer”. She then put me to a supervisor who made multiple calls and claims he wasn't able to get a hold of anyone locally but assured me someone would call me to address the situation. As mentioned, still not a word from the cowards of staff they call management.
The only call I got was dispatch Xavier stating they would put a new roll of carpet that is the correct carpet and installer would be there tomorrow. I said when I hung up I refused to sign the final paperwork until compensation was to happen. He said he would ask but still nothing from the cowards of management. This company has wrecked and railroaded my life and family’s life for the past three days due to their incompetence of staff they hire. At the end of the day DO not use Empire or trust any of the salespeople as they are all snakes in the grass and simply want your money and never to hear again.
We're sorry to hear about your experience. We'll be following up with you shortly to learn more.
We chose Empire after buying our home. We chose the highest quality which was demonstrated in a video the salesperson showed us. The "smart-strand" was supposed to stand up against matting, staining etc. The master bedroom seemed to show the wear shortly after installation. We had it professionally cleaned 3 times in the last 2 years and the traffic pattern and matting continues to be bad. I contacted Empire about the lifetime warranty and it has been over 18 months and no relief! I have gone to anyone that will listen and NO help! I have had 3 different claim numbers and more lies than I can count. Someone named DONNA is supposed to be helping me. I am about 24 hours away from hiring an attorney- maybe a class-action suit will wake them up???
We're sorry to hear that your carpet has not been meeting your expectations. We'll be further reviewing your concerns, and we'll be in touch with you shortly.
We have used Empire for carpet, flooring, and blinds over the past few years. Recently we reported to Empire that our hardwood floor in the kitchen was showing excessive wear signs with the finish completely off. This product is still under warranty. My husband has been talking with Empire since early January and we have gotten no resolution for this issue. He has talked to 11 people at Empire and has not received any resolution. They have not returned calls, and have scheduled visits only to cancel them. Today they were supposed to come and replace or repair the floor and again they have canceled and don’t seem to know what they are going to do. We were told they would have the manager call and we have heard nothing.
We have continued today to request a return call and were promised they would call back in a few minutes. We have not heard from them. This last call we requested to talk to the supervisor's boss and that person has not called back. I would be glad to provide you with the names of everyone we have talked to since we first reported this in January. Our floor has not been fixed even though it is still under warranty. This is the worst customer service we have ever experienced. I would never recommend Empire nor will I ever use their services again. Feel free to contact me at **.
We're sorry to hear that your concerns have not been addressed. We'll be in touch with you shortly to discuss your concerns.
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Our family spent 4,000.00 on laminate flooring with Empire Today. Within 6 months, the threshold cracked from the flooring. My four year old daughter has to step over the damaged area until the family can find a repairman. Empire Today stated they would not repair the poorly laid floor and the company refused to stand by the customer satisfaction guarantee. Our family will never use this company again.
We're sorry to hear that your floor is not meeting your expectations. We'll be in touch with you shortly to address this matter ASAP.
Sales person Shawn ** misrepresented floors colors, time to install, never checked if supplies in stock, never said it was sub contracted out so Monday 2/26/18 materials not at warehouse of sub contractors. Installers had wrong info from him and his supervisor Hugo ** the supervisor from Las Vegas Remodel (Mary) spent 5 hours here to get it corrected. I used Empire in Connecticut before but your crew in Las Vegas is terrible. Thank You Mary but Shawn you lost several referrals.
We'll be further investigating your concerns.
I recently bought an older unit in an RV park (trailer with attached Florida room) and wanted all carpeting replaced. Empire kept me informed, salesman showed on time, scheduling was easy and price was great. But installers really make or break a company - and Lucy and Alex saved the day. After pulling up old carpet there were issues. It was difficult install but they worked late first day and finished next and completely transformed this old place. They MADE me a believer. Had never called Empire before but will certainly REFER in future. Anyone else would have balked but Lucy and Alex - thanks for making this a beautiful place to live!
We had carpet installed Friday and my husband and I are pretty disappointed. The sales rep told us the installer would show us the carpet before installed, that never happened. The sales rep also said there would be 2 installers, one working on the steps and one on the main level, that was another false statement. After over 6 hours of installing one man finished the job and left a big mess, also left vents out that my husband had to try and fit back in, which involved cutting our new carpet. The actual carpet is beautiful but installation is terrible. If you look closely you can see the carpet not flush to the walls and actually see the pad peaking through, you can see seams and bubbling in some areas. After spending over $2000 and seeing really poor installation done we are extremely disappointed. Sales rep was awesome but made many false statements that actually never happened.
Thank you for making us aware of your experience. We'll be in touch with you shortly.
If I could give Empire Today zero stars, I totally would! Although the salesperson was great, the service was absolutely awful! My first appointment was cancelled due to the rain, as my townhome does not have a garage for them to cut the carpet. So, I gave them a pass; however, I left my new job a couple of hours early, so I could be home for the installation. The second time it was cancelled, because the installer wasn't answering their phone. The third time (today) was cancelled again, because another installer cancelled, again! I called and cancelled the carpet installation today.
I would NEVER recommend Empire Today to ANYONE!!! The huge company runs their business like it's a one-man operation, with limited resources. Had my carpet installation went according to plan, I would have gotten laminate flooring done downstairs. A total waste of my time; I wasted 2 Saturdays in a row waiting for the installers to show up. I'll will most certainly be using a more professional company to handle my flooring needs.
We know this has been a frustrating matter for you, and understand that your order has been cancelled. If you continue to have questions and/or concerns please contact us at email@example.com.
This has been one of the worse experiences we have ever had with a company. We REALLY should have read ALL the reviews before calling to have a floor installed by Empire. We ordered our LVT back in October 2017 but had to wait until we closed on our house to have the floor installed - which put us to February 2018. When we called to see if we could get financing I was told that it had to go through our sales rep and he would call me that day. I had to call him 4 more time and still no return call. My husband called three days later and told them that we would cancel and go somewhere else, less than 5 minutes later we get the call! We were only doing the kitchen, but I decided to add a 5X5 bathroom with vinyl flooring.
Everything was set to go on a Friday, I wanted my husband to be here when the install was being done. We had friends help move things and get ready the day before they were to come when I get a call at 4pm letting me know that they had to reschedule because the materials didn't come in and would be there late Friday (they had the order since October and here it is Feb)! I told them that was ok but I wanted both floors done the same day, and I wanted the 8:00am appointment so this would be done and over with. I was told there would be 3 or 4 guys and could do this by the sales rep. So everything was put off until the following Friday and we made other plans.
The next morning I get a call from Empire at 7:45am that they are on their way to put the floor in - what the heck!! When I got hold of the installer he told me he was all set to go and I'm like what is going on. He told me he would call me right back and let me know what happened. It turns out that Brian only installs vinyl and he had the materials. He only does one job a day and I didn't want to mess him up so I told him to come on over. BRIAN WAS THE ONLY GOOD PART ABOUT THIS WHOLE EXPERIENCE. He was very professional and he did a great job. I couldn't have asked for anyone better. When he was finished he had cleaned everything up and put things back together so that we could put the new vanity and toilet in the bathroom.
The following Friday I am expecting the installers to be here at 8:00am as promised - guess again. I finally get a call sometime after 9:00am that they should be here in about an hour!!! What could we do. When they finally showed up my husband walked through the area with them to be done and asked that they to pull up all the old flooring (which the sales rep said they would) because they had to level the floor. We were told that they were not told that by their supervisor and didn't have the materials. The paperwork read Embossing Leveler - YES. So now they had to take an hour and a half and go to Home Depot to pick up the materials which would make this an all day project. They blamed the office, the office blamed them and my husband and I were in the middle of this whole mess and we are the ones paying for this screw up.
It was almost 7:30 by the time they were done since there were only 2 guys and one was being trained. I was so tired by this time when I did the walkthrough I did not notice all the mistakes that were done. I have spent the last two days cleaning my stove, fridge, washer, dryer, walls and the new floor of glue, cement and dirt that was left. My husband is still trying to repair the floor where it was not done right. When they didn't have all the materials I called to complain and customer service did give a slight refund, but now they will not call us back regarding the crappy work that was done. As someone else said they have their money so what do they care. As I said before NEVER AGAIN! We would have done better to buy the materials somewhere else and done it ourselves. I don't ever give reviews but I was not going to let this one go. I hope when someone else reads this they think twice - I wish I had.
Thank you for bringing this matter to our attention. We're sorry to hear about your experience, and we'll be in touch with you soon.
I had carpet installed at our new home. The guy upsold me on best carpet they had. I called to complain about the installation and the carpet looks bad. They always tell me they're reviewing the claim. I had 2 other different installer come an see the carpet. They are tell me it look old and run down. The carpet is not a year old. I don't have foot traffic on it. They want me to wash the new carpet before they come an look at it. My one year warranty is almost gone. This b.s... How can I get them to fix this? Are they just not backing up their work and quality? I don't know. I have a good case. Lawyer up.
We regret to hear that your experience was not a positive one. We'll be in touch with you soon to learn more.
I am used Empire over a year ago and did a $10,000 job in my home and I have to admit it was the best service and experience ever. Just in September I had my rental property in another state serviced with flooring as well. Again, great experience. Now we fast forward to Feb. 2018 and I am living a horrific nightmare of service and experience bait and switch of pricing. I initial got 3 bid for floors but did not decide to hold off. A couple of weeks later I get a call from the installer saying he was on the way to install flooring. I let him know I had yet to decide but my husband just encourage me to go ahead and finished the job. I had a quote of service that was suppose to include the steps but by the time the 2nd installer gets here we were expected to pay a 2nd amount. I am just extremely dissatisfied and want the nightmare of service to be over. This process took 3 times the amount of time to complete the job. Customer service is the worst!
we're sorry to hear this, and we'll be in touch with you soon to address your concerns.
The house was six years old and the original builders put in the lowest quality carpet they could. We were planning to repaint the walls in a particular room. And that point I said, rather than spend a whole lot of money on each other on Christmas like we used to do, we decided to spend the money on the house. So we redid one room. We had Empire Today install carpet in that room.
Empire Today got a good reputation and I know they do more than just carpet. We had a young lady out here and she did the measurements. She was very professional and not high pressure. And we had another area that I had her measure and estimate while she was here for installing either hardwood or laminate. At that time, we chose not to do that because we just couldn't afford all of it at once. But it was convenient that she was able to quote us both of them. The installation crew that they hired was fine. We got the product that we thought we were going to get and we have had no bad feelings about having made that decision now that we've done it.
However, the cost was slightly more expensive than it would have been if we had gone to Home Depot. That bothered me a little bit because this was the 30 30 30 sale. But we were happy with the product. My expectations aren't real high but I do have a certain set of things that I expect whenever I hire anybody to come in and do work. And the flooring met my expectations. Make sure that you wait until Empire is having a sale and make sure you get the best prices you can get.
I was going to get regular wood floors, but we have pets. So, we were advised to not do that, and ended up getting laminate wood flooring from Empire Today. We got a roof at the same time we were doing the flooring and the roofers were completely horrible. And pretty much every contractor over the past 15 years had been horrible. But the installers from Empire Today were the first people ever that were great. They were very efficient and nice. They made sure they didn’t mess stuff up and they cleaned up their mess. They're probably the best contractor that I've ever seen. We got the flooring installed in the whole house and I like that it's stain and water resistant. And the quality is great.
The only reason I am giving any star is it's the only option and the workers were effective and efficient. The salesman was HORRIBLE and the customer service reps (as well as managers) were AWFUL and I don't recommend using EMPIRE. They said they are A+ which they are NOT. They did not complete my stairs (after only installing my basement carpet) and never returned my 5 phone calls back... once finally speaking with the managers they refused to give me a proper discount to finally install the stairs. They are TERRIBLE and do not do right by the customer. They took my 1000. quickly but did not quickly call me or try to problem solve. They were ok w/ me saying I will not use you. They are terrible.
This is not the experience that we wish for our customers. We'll be following up with you soon to learn more.
We got a living room carpet from Empire Today. I like the carpet and its color. Empire Today was very good and I’m very pleased.
We met with a salesman that came out to our home. He was very pushy and his constant "must order now" really bothered us. We did pick out a carpet in the end because of all the pressure. Neither my husband or I really like it. I know we told the salesman we were on a budget but the few samples were not what we were looking for. I canceled the order the very next business day. We are now waiting for our deposit check to be returned. No word on how long this may take. Not happy with this experience.
We never want our customer's to feel pressured to make a purchase, and we sincerely apologize your experience. We'll be further investigating your concerns.
First they didn't arrive when they said, second they didn't have our binding carpet but gave us a runaround, third they didn't have enough carpet and when they brought the carpet for what they needed it was the wrong color. It was a cluster and not very good customer service.
We're disappointed to hear that your installation experience did not meet your expectations. We'll be in touch with you shortly to discuss your concerns.
Empire Today installed a carpet for a house I had moved out of and put up to sell. The carpet looked good. It met my expectation and they had a better cost, too.
I ordered window blinds for our house. Originally we wanted motorized blind for the entire house. The sales representative talked us into only getting the downstairs with motorized blinds as to cut cost. We were given a price and we signed for it. Two days later the sales representative calls back and wants to charge us approximately $19,000.00 more than what we signed and agreed upon for the blinds. Stating he had made a mistake and that if I don't agree on signing a new contract for more money I can call and cancel the order. I believe they are just trying to get more money out of us to unjustly charge us more. This is not how business is done.
We'd like to further assist you, but are unable to locate your window order. Please email us at firstname.lastname@example.org with your account information.
I would "never" hire Empire to do any type of work for us again! The salesman that came out (Alex) showed us samples for hardwood which we chose. We made the mistake of paying for the entire job upfront (Don't). The installation was done on the day that was scheduled. However I was told the job would take two days and they rushed it and did it in one day thus resulting in poor workmanship. Before (Kevin) and his crew left I mentioned to him that I did not like how worn some of the boards looked and he told me that they would come back out to fix them because he did not have time that day.
Three times I took days of work waiting for appointments that were scheduled for repair work and they failed to show up all three times. Now I am being told that this is how the product is supposed to look. (Should have been told that before I took three days off work). Horrible customer service team. Do not do work with Empire. You will be disappointed! Poor product, horrible customer service!
We sincerely apologize for the missed appointment, and understand your frustration. We'll be in touch with you shortly to discuss your concerns.
I had Empire Today install my tile flooring. I was in a very tight window when I needed to get it done and they were able to accommodate my time request. Their cost and quality was comparable with the other brands, but their selection was not, although it was okay for what I need. We want a tile that looks like wood and this tile flooring looks nice. I liked the way it looked.
I was supposed to get carpet from them as well. And since I have dogs, there was supposed to be some type of undercoat or padding under the main carpet, which would protect if the dogs went to the bathroom on the carpet. But the undercoat wasn’t there when it was delivered. When I called them, they said that the pad that they sent was fine, but I felt that it was like a bait-and-switch, so I wound up buying the carpet from somebody else even though I had intentionally planned to do it with them. But still, they're a good company. They have a lot of good things. The guys that were here were off the charts great. They were quick and efficient and they were the highlight of the process. The guys that did the work had a lot to do and they got it done quick, so I was happy. I'd tell my friends to give them a call.
No one likes to take responsibility of their actions, neither the Empire salesperson nor the managers or customer care personnel. No follow ups, I have been complaining about the carpet installation and the laminate installation that was done in September 2016, I call them, they send a manager to check then they send their contractor, once the contractor gives them the list of issues they don't call back again. I'm tired of the follow ups, Empire is quiet because we have made all the payments and they have nothing to lose. End of the day it was my mistake I chose them over other able companies who stand by their products and services. Wish I could not give them a single star.
We regret to hear about the lack of follow up that you've received, and we'll be in touch with you shortly to learn more.
I will not be using nor recommending Empire Today LLC. This company has left my family and I in unlivable conditions. The salesperson misrepresented the company and told us only Empire employees do the installs and this was not true. Upon installation they ran out of the product. I was told they would be back the next day with the product to finish the install. I took an extra day off work for them to come back and complete the install. It has now been a week and the flooring is still not complete. The subcontractors were unable to obtain the materials from the Empire warehouse and informed me they were not able to get paid until we sign off on the completed install.
Even though they did a great job on the part they completed the installers are unable to assist in getting this completed and directed me to the Empire customer service support. I’ve made numerous calls to Empire’s customer service support to get the issue resolved without any support. This includes being hung up on and being told I need to call back as the system can not be accessed after the representative told me the name of the flooring I was having installed. I was on the phone for 20 minutes just repeating “connect me to your manager” before I could speak with anyone that would try to work with me but again no resolution. I was also told that this issue would be escalated but again still no resolution.
I would like this issue to be handled amicably and just complete my flooring install. Unfortunately since I’m not getting any resolution I have filed a complaint with the Better Business Bureau and if need be I will also be getting my attorney involved. This is not the level of customer service I would expect for such a large and well known company, very disappointing.
We understand your frustration, and we sincerely apologize for your experience. We'll be in touch with you shortly to work on a resolution.
After we called, a salesman from Empire Today came in and gave us a good price. I had a carpet and some wood put on the floor, and they did a great job. My experience with them was all pretty good and I would tell others to get in touch with them for whatever they need.
Empire sold us eight window treatments, one is for a double hung window two wide. The pull string on this unit has broke again (for the 7th time) and cannot get them to fix or replace the unit after 12 plus calls. The shade is designed wrong it is too heavy for the string!
We regret to hear about your window blinds. We've located your order, and we'll be in touch with you soon.
Gave them a deposit over $4245. They couldn't install so they needed to refund. They have been promising me my refund for over 2 weeks. I have emails of promises and promises of refund. STILL NOTHING! I can’t move forward on other projects because I had to pay for flooring while waiting for this refund and now I am behind on ALL projects! On phone with corporate and they don't show the refund!! LIARS. Lumber Liquidators took excellent care of us. It’s NOT difficult to issue a refund right back onto someone’s credit card!!! I will be charging back with my bank. This is unacceptable and shady business. As a business owner I am astounded to feel ripped off by a national company that I thought did good work.
We're sorry to hear that your deposit has not been refunded. We'll further investigate your concerns, and we'll be in touch with you soon.
Decided to use Empire Today to put new flooring throughout my entire house. The sales rep showed up and measured our floor layout, we decided on the product and scheduled installation for Tuesday morning. Tuesday morning comes and the carpet installers show up and remeasure the floor and tell me that they cannot install because they didn’t bring enough product. They leave and a second crew shows up and installs the LPV in half of our house. Day number two, the carpet installers are pulling down my driveway and my phone vibrates with a text message from the sales rep. It’s a recording sent by text message of him explaining that my cell service is bad at my house and his tablet didn’t calculate the floor layout correctly because a room wasn’t added, due to my poor cell reception (as though I have control over the cell signal). He stated that his quote was wrong and he would need to add another $650 to the total.
I said that I would not pay more than what we agreed, so he said that he would keep the price the same but we would have to accept lower quality product that was cheaper. I said no to that offer also and told him I would only accept that the job be done for the price agreed upon or I would cancel the order. The sales rep said he would keep working on it and hung the phone up. At this time the installers had come in and told me for the second day that they couldn’t install the carpet they brought because they didn’t bring enough padding this time. My wife and I spent the next several hours repeatedly calling customer service just to find out that the sales rep canceled the order as soon as he got off the phone with me and didn’t bother to let us know.
After spending the entire day on Wednesday getting the runaround from customer service and getting nothing resolved, and no call back from anyone, I posted a comment on Empire Today’s Facebook page telling this story. First thing Thursday morning people from the local office and the corporate office started calling my wife and promised to make everything right, that we were correct and the rep screwed up, and they had scheduled another installation appointment for Friday morning. So Friday morning the installers show up again and take about three steps into my front door and says that he can’t remove my old carpet because he saw a flea. Not fleas, but A FLEA. I pulled a piece of carpet and rolled it back where he said that he saw a flea and we couldn’t find it again, or any other kind of bug. Out of desperation to get my flooring complete I talked him into removing it and leaving it in my yard.
After all that he asked me to look at the carpet in his van and said that he didn’t think that he had the carpet that I ordered. He kept saying that he thought that it was the cheaper carpet without the stain resistant r2x. We tested a small sample of the carpet and it didn’t react to liquid the way the video that the sales rep showed us. The video showed wine beading up on the top of the carpet and then getting cleaned up with a few dabs with a paper towel. I poured a tiny bit of soda on my sample and it was sucked into the carpet like a sponge. I get on the phone with the installer's supervisor that gives me a 100% guarantee that I was getting the correct product that I ordered. The entire time I was on the phone with him the installer was shaking his head and telling me that it wasn’t the right product.
Out of desperation again I told them to go ahead and put the carpet down even though I was still very concerned that it was the wrong carpet. Received another call from someone in the corporate office being assured that I was getting the correct carpet and they would come out and verify it to make sure no mistake was made. I went to work on my second shift job thinking this nightmare was finally over. Shortly after I thought that, my wife calls me and tells me that the installers were tired and one of them said his back was hurting, so they were leaving without finishing the job again.
I start calling all the different people that me and my wife had talked to on Thursday and Friday morning, all had given us their direct extension and said to call if there were any more issues. No one ever answered the phone. I left messages to several people wanting someone to finish the job. No one called back. I’m now going on day number five of what should have been a one day job, and I’m not very confident that it will be finished on Saturday. IF YOU WANT NEW FLOORS, DO NOT EVER CONSIDER HIRING EMPIRE! By far the worst company I have ever dealt with at every level.
We're sorry to hear that your expectations were not met, and understand that we've been in touch with you in regards to your concerns. We'll continue to follow up until your a solution has been reached.
With Empire Today, there's no nonsense and you get what's advertised. We had seen Empire Today a few years ago for an estimate but we didn’t follow through with that. This time, we were putting rugs in the living room and in the stairs. We knew Empire Today provided a solid value and we just went along with it. The installation went as we hoped for, smoothly and efficiently, and the installers were professional and courteous. The payment process went along smoothly as well. It was all a very good experience. The padding on the rugs was good. It also has an anti pet stain feature and the barrier was a good thing.