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On 2/21/07, a sales representative from Empire came to my house to give me a quote. The representative measured the two rooms (living room and bedroom), advising me that it totaled 80 square yards. I picked out two different samples. For the less expensive sample, he advised that it cost $29 per square yard, including removal of the existing carpet, padding and installation. Including taxes, he quoted a price slightly more than $2,500. After I hesitated, he stated that the "sale" would end that day. I asked him what the "regular price" was, and he responded that it was $38 per square yard. After I hesitated further, he asked how much I would be willing to pay. I paused, then stated, "maybe $2,000." He said, "Okay, but I need to know now." I hesitated again, and then I left the room to call a contractor-contact of mine to ask if that price was reasonable. He advised me that the price was high. I told the sales representative that I had to think about it, and I would call him the following week. After he left, I had an independent carpeting contractor come to the house to give me a competitive quote. The other contractor came to my house later in the day to take measurements. He advised me that the two rooms totaled only 68 square yards. Thus, the Empire sales representative lied to me about the total yardage. I decided to drop it, and not call Empire back.
The most egregious act by Empire, however, was still to come. On 2/25/07, I received a call from an Empire telephone representative, who asked me if I was interested in purchasing the carpet. Without explanation, I said no. She responded that Empire could beat the last quote. I stated that I was still not interested. She asked me why. I then started to explain the entire story, including that Empire lied about the amount of square yards. Before I was finished explaining what had happened, but after I told her that Empire lied about the total yardage, the Empire telephone representative hung up on me. I fully expected her to apologize and tell me that Empire would undertake an investigation, but instead she did just the opposite. By hanging up on me, she exposed Empire for the fraud it really is. Obviously, this was not a situation where the sales representative who went to my home was a "bad egg." To the contrary, by hanging up on me, she proved that Empire is in on the fraud. Empire's fraudulent scheme, among other things, is to overquote the amount of square yards needed. Empire should be shut down.
The complaint has been investigated and resolved to the customer's satisfaction.
Please note this Empire Floors is not in California
Empire insalled my carpet in mid July.The installer seem to be in a hurry to get the job done an get out of here.
In the long run it showed in the installion. I had a employee come back in December to fix all door ways. All seams
where apart and the carpet was coming up when I vacuum. The employee said that the carpet was wiering and he
would note it on his work order.He said I would hear from empire. Feb. is here an no contact. Shabby workmanship,
and they don!t answer thier complaints. Please contact other carpet installer before Empire. All complaints are
notable.
2/12/2011 appointment with Cary Rizzien [protected]. DO NOT USE HIM! He came out all nice and gave me a 5700 dollar price for 860 square feet and said if I buy right this instant I will get it for 3500. I said not today I want to have my family help make the decision. One weekend later they drove 2.5 hours to come visit me for a 1pm appointment with Cary. 110 goes by, no Cary. I call him. He forgot about our appointment and said give him 20 minutes and he will call me back. 40 minutes go by, I call him, voicemail. Wait 10 more, call again, voicemail. I call corporate and they tell me he has other appointments and that they too received his voicemail. Oh so now my family is here wasting time b/c these idiots can't keep an appointment. I leave two more messages with Cary that evening. 4 days later he has not called back. On Monday I called their inside sales office 3 times only getting voicemail. I left a message Monday. Nothing. Left a message Tuesday stating if they value my business they will call me back. Nothing.
If it is this hard to get in touch with someone to SELL you the carpet... imagine how difficult it will be if you actually had a warranty issue. DO NOT USE EMPIRE CARPET! You will regret it!
I am glad I came across this site. We need to have carpeting replaced in our bedroom, hall/stairs and living room and dining room (considering wood in dining room)...anyway it would be a big project. My neighbor suggested I look for complaints about Empire
BTW - my boss got a quote from Empire, and the installation was more than the carpet!
We went through HD last year for carpet in family room. We selected a nice quality. Great install!
You get what you pay for ...buy cheap carpet, you will get crappy carpet. Everyone should know how to measure their room, just to protect themselves. I am a woman, and my measurements were EXACTLY the same as HD
I wanted to tell you about my experience as well. I had them come out and give me an estimate today and I was flabbergasted by the quote. I told the guy that I did not want to spend 4k on carpet for my new basement and he quotes me 6k. My jaw hit the floor.
Then he tries to tell me there are some discounts he can apply if I was to get the carpet this week and if I put their sign out in the yard etc. Then to top it off he kept calling his "Managers" to get the price down. He made it seem like by calling them he can drop the price by 1k. After he made 3 or 4 of these calls to his "managers", he would drop the price by 500 or so. At that point, I had enough and was like NO THANKS!
I am in business myself and to see him try to be a sly salesman cracked me up. I am going to go ahead and get my carpet from lowes or HD. My suggestion to anyone would be don't even bother with this company. They are nothing but crooks. They try to play the salesman is your best friend game but in my book they are worst than a car salesman.
Thanks for all who posted. I was thinking about using this company but I have changed my mind. FYI, I had very similar problems with Factory Floors Direct a few years ago. They ripped us off and then never refunded over $65 that they were supposed too and the salesman was a total sleezeball.
I would never, ever purchase carpeting from Empire. I purchased my carpeting five years ago and has not worn well. The quality is inferior. I called the office in New Jersey to complain after one year, and never received a call back. This is my mistake. You have to keep on top of these companies and be a nuisance until they rectify the situation. Once your carpeting is installed and your money is received, you may as well go pound sand. The salesman was more interested in phoning in the order to meet the deadline for his commission for the week. He was rushing me to make a decision and I should have told him to leave. I have learned my lesson. Although I was not raised to not to be polite, this is one instance in which I should not have been.
HORRIBLE COMPANY! We set up a free in home estimate, the guy was so adiment that we purchase the carpet that evening, that he informed us, it was a complete waste of his time and he wished he would have just canceled the appointment altogether. I sure wish i would have read this site before having them come to my home. My husband literally kicked the salesman out. He was rude and made us both feel very uncomfortable. We will never use or recommend Empire Today to anyone! What a joke!
Called Empire many years ago-still waiting for them to show-my son and his buddy installed a lovely parquet floor for me. You're not alone and I know of several others who have had Empire Today (read NEVER) pull the same deal with them. We figure there are certain geographic areas they just won't go near, but you're not told that. Hire an independent local outfit and keep your flooring dollars LOCAL, and the rest of your business dealongs, too.
i'm so glad i checked this site i was going to contact empire for an estimate but hearing of all the complaints about deceiptive practices and substandard work i'll move on. thanks for taking the time to put up this site. and by the way home depot is'nt any better, when speaking to them over the phone you would think it would be simple, just a hallway and landing but they wanted to turn it into a major production! now where? maybe lowes.
I called this fraudulent company to make an appt for a sale Empire was advertising on a commercial begging for customers. So called salesman came out to my house with no binder of carpet samples nor offered to measure my three rooms . Salesman gave me a quote not knowing what carpet I wanted. I knew something was up when he came empty handed and that I wasn't going to be doing business with these BOZO CLOWNS from the start. I asked the salesman for a quote and he gave me $, 1, 200 not knowing what carpet I wanted. I reported these clowns to Better Business Bureau and Consumer Affairs. I'm happy because they didn't get any of my money I'M HAPPY.I sent them a complaint in the email appt confirmation, I called them to make complaint and was on hold forever. In my letter I let Empire know I don't need to advertise in commercials begging for customers for money. I have a degree in the medical field and don't have to beg for money. Empire is a JOKE and those BOZO CLOWNS are truly funny. LOL, LOL, LOL
put unnessary seem in carpet but they indeed claim to stand by their warrenty when the inspector came out to inspect, he slip
and said the company don't give much carpet that how he justafied the extra and unlikely place for the carpet seem
they had first sent out a repairman he stated to me it was the wrong place for the seem and he could replace the carpet with
only one seem and it would be in another location but i would have to pay for the carpet it took for ever for the return call
from empire carpet if you buy from them you had better stand over the carpet installer I spent ovet a thousand dollars
for this carpet but i have made a call to Ten on your side Tv show their going to give me a call maybe air on Tv
how Empire carpet does veteran and hard working people
I was in the flooring buss. for 40 years.Mostly commercial with apox. 250, 000 sq.ft. of residential work a year. 90 % of residential work was done as an accommodation to commercial clients or Architect/Design community. If I ever would have had a 20% waste factor I would have been out of business in a nanosecond. Always trust your common sense, as there are evil provocateurs in all business. Mr Boo
We had dealt w/ Empire Carpeting in the past and were satisfied. This time for health reasons we needed to have our carpeting replaced with hardwood floors. The salesman stated that the floor would hold up to the use of my wife's handicapped walker due to an aluminum oxide coating that made the wood scratch resistant. Also we have a small (18 lb dog) and he indicated that this would not be a problem. After only 6 months of use there were many scratches. The Empire inspector stated that it was caused by the handicapped walker (which has fiberglass wheels and skids on it). Also that we needed to have carpets at the entrances to collect small pieces of dirt and sand that will cause scratches on the wood floor. We have always had rugs at the main entrance and back door entrance, even when we had carpeting. Still many scratches were present. It appears that the quality of the wood imported from China and the scratch resistant coating is to blame not the handicapped walker with fiberglass rollers.
I fell for the sales pitch for $4, 000 which included a living/dining area, and two bedrooms. The salesperson said that they only have the best quatity of materials, that the installers were all contractors and they they do not use illegal aliens like Home Depot, Lowes, Baker Bros. etc. When they came out to install the carpet, the pad was too thin...not the quality I was shown, so I complained and they brought out another pad to put over the first inferior one. The installers, who were to vacuum and prepare the floor, just slapped the pad down over concrete without any preparation. Then, the installer noticed that there was a "factory mistake" with the weave. Another complaint to Empire resulted in wanting to know what they could do to make us happy, and I told them to cancel the job. Fortunately, I'm not stuck like the others, but I don't have carpet and my furniture is all over the house. I'm going to Home Depot, Bakers Bro's, Lowes OR anywhere besides Empire. Give me an illegal alien anytime.
Sun City, AZ
Empire rep came out in Oct with the special 70% off, talked me into upgrading to the highest quality, more costly carpet padding. The carpet crew who came out to install campet did a substandard job, carpet wasn't quality, seems & baseboards not done, carpet was not even smooth. Found out this wk after a small flooding episode that Empire had used the cheapest carpet padding after charging me for the pricier padding. Do not use Empire, , , they are not honest nor are their installers even close to being professional..
corrupcion y mal manejo por parte de los manager de instalacion y manager general de la asignacion de los trabajos, pues estos trabajos se asignan de acuerdo al dinero exigido alos instaladores ya que estos ultimos debemos soportar esta clase de incombenientes. tenemos 2 opciones pagar o no trabajar y ha esto hay que sumarle el negocio que existe con ciertos vendedores los cuales precionan y desiden quien instala sus trabajos vendidos para ellos cobrar un porcentaje.hay casos de vendedores y instaladores los cuales su vinculo llega hasta lo mas personal.todos nosotros somos tan capaces en nuestro trabajo como los que pertenecen a este circulo.nosotros tambien pagamos seguros permisos y taxes. a esto hay que sumarle la manipulacion y oscuro manejo de los complaint para cargar cobros y beneficiar a clientes y algunos instaladores y perjudicar a otros y hay muchas otras cosas pero ustedes son una empresa lo suficiente grande para descubrir.
Called Empire Today for carpet. Scheduled appointment with a two hour window. After three hours the rep was a No show and No call. Upon calling Empire corporate they apologized and we rescheduled the next day in the morning with a two hour window. After two hours another No show. After speaking with a Sales Manager she offered me up to $500 in discounts if I would allow them to come out & she guaranteed the rep would arrive. Another No show but this time a phone call after waiting one hour & forty minute's. Worst customer service ever. Nine hours waiting for a rep to show up. Pay the little more for your next carpet project & avoid Empire Today.
Okay here's the deal . You can buy from Empire or H D or Lowes . The only way to get a good price and a great install is to buy from a Mom and Pop store .Local to you . When you walk in there store they own the store . SO if you have any problems you talk to the owner and not some phone or someone who just works for Lowes or Home Depot ! YOU GET WHAT YOU PAY FOR!
I would have to disagree with a lot of these complaints on my end. The sales lady came to my home, gave me a price we haggled, and finally came to a price I felt good with. I played pretty hard ball and took it all the way till she said she couldnt go any lower and was ready to leave. Understandable she has to make a buck too. I put a healthy down payment, was not pleasured in a date, was explained I had three days to cancel. The guys did a great job on installation. The carpet looks great and I felt like they treated me right.
This post its over a year old and we still have the same issues, installation manager sell the jobs for those who pay them and whoever doesnt go home without any jobs. I dont know why its so hard to get rid of this bad practice, I wish there were any supervisor to inspect this problem, we all tired of this problem. we have families that depends on if we work or not, but the corruptions its extreme. PLEASE SEND SOMEONE TO INSPECT THIS ISSUE, HAVING THOSE TWO PEOPLE IN CHARGE OF THIS BIG POSITION give them the opportunity to treat and do businesses with those jobs.
One look at Empire's cancellation policy, one can clearly see why it's best NOT to do business with Empire Carpet:
As of 2016-JUNE:
"Late Cancellation: I understand that I have 3 business days to cancel this agreement, as described on the Notice of Right to Cancel. I understand that if I want to cancel this agreement after those 3 days, Empire does not have to allow that. If Empire does allow that, however, I agree I will pay to Empire a late cancellation fee of 15% or as otherwise allowed by applicable law, of the agreement's purchase price. However, if I have placed a special order with Empire, Empire will have incurred extra costs in preparing and beginning processing of such special order. Therefore, I understand that if I want to cancel a special order after those three days, and Empire does let me cancel the special order, I will have to pay to Empire a special order late cancellation fee of 15% or as otherwise allowed by applicable law, of the agreement's purchase price for special order carpet/flooring and 33% or as otherwise allowed by applicable law, for special order window treatments. I also agree that if I do not pay Empire any of the money owed when it is due, I can be charged a late fee of 1.5% or as otherwise allowed by applicable law., on the amount owed for each month the money is owed and not paid. I also agree that if my payment is returned unpaid by my financial institution, I authorize the electronic debit or use of a bank draft from my account in the amount of the payment plus a service charge of $25, or the maximum allowed by law. I also agree that if I default on my promises under this agreement, and Empire hires an attorney to enforce this agreement, that I will pay Empire its reasonable legal fees and related costs or expenses, as long as it s legal for me to do that."
I hired Empire Carpet, a national company, to install carpet at our home. The commercial on TV shows uniformed men installing the carpet, and the salesmen who sold the carpet was very nice. The 2 men who came out were a very different story. The dressed as the hadn't showered in days, they reeked of pot, they were late, they peed in my driveway and they took a 'smoke' break too often.
I called my sales guy to complain and he did absolutely nothing. He later said he did not want to reprimand the guys because he did not want them to lash out at us later. He said he would just give them less work. How unprofessional, I would never recommend them to anyone. I was pissed!
Thank you for brining your concerns to the attention of Empire Today. Empire Today is dedicated to providing world-class customer service to every customer. Unfortunately, we are unable to reference your account with only your name as provided on this website. We would like to work with you to resolve your concerns. Please contact us at CustomerSupport@empiretoday.com for further assistance.
On November 2012, I saw their commercial for 70% off which they run everyday and like many others out there I fell for it. They came to install my carpet and I wasn't really impress with the quality of the carpet. Long story short my kids began complaining a few days later that the carpet was cutting their hands and feet..So I went to investigate and found that the nail strip which holds the carpet together was going through the carpet each time you stand on it. I called them and they said they would send someone over the next week and not immediately. A week later one of their workers called me to tell me he's coming around 5 pm and I told him I have prior engagement at that time and that I should be the number 1 priority on his list since the nail strips are tearing up my kids hands and feet and he said "he's got a big job to tend too" and 5 pm is the best he can do.. So told him I'll call corporate office and not to come cause I won't be home. Now I asked for a discount and the regional office in Connecticut told me they wouldn't give me a discount, so I told them to come and remove the carpet which they did. Now I'm back to looking for another carpet in Feb 2013..Biggest mistake I've made in 2012 is dealing with empire today. Funny thing is they ripped up my old carpet during the installation of the new one, but when removing their carpet from my property nothing was ripped, the whole thing was in one piece. Just an observation that my kids getting hurt didn't matter to them and this is just a business to them. Either way I got screwed through this entire process, so please people if you are reading this, stay away and I repeat stay away from empire today cause that 70% or lousy quality carpets are not worth your time or the headache..
I had purchased flooring from Empire and scheduled the installation. The slaes person kept talking about how he was an installer and moved over to the sales side. I was happy with him and believed he was helping us get a good deal. The problem arose when the installers came and removed the old carpet and told my wife since your have a manufactored home the floors are uneven and the will have to be even before they can install the laminated flooring. We have to pay the cost so we could get the flooring installed, so we can get our house back. We called the sales person and could not get an acknowledgement about the hidden cost. Empire did take off $400.00 of the extra cost but it was still over a $1000.00 dollars. I am amazed that the State of California has not investigated Empire for this practice or someone has not sue'd Empire? I will never use Empire again and will bad mouth Empire to anyone thinking about contacting Empire.
Thank you for bringing your sales experience to our attention. We apologize for any inconvenience this situation may have caused you. We are dedicated to service and satisfaction; please contact us at [protected] to assist you.
Empire Home Warranty took my money but when I attempted to file a claim, they canceled my policy and were very rude. By the way, if you ever get a guy named Brad, do your self a favor and ask seek another company. They simply don't have what it takes to do the job as a Home Warranty company.
I have had empire today to my house to measure for carpet in 2 rooms .The lady brought 2 samples of cheap carpet wrote a couple numbers on notebook paper and quickly gave me a price.Wow double what others wanted for better quality materials.I ended it there thankfully.In the last to years being in the home inprovement buisness I have heard dozens of complaints from customers about empire's horrible service poor qulity materials rudness gouging prices not answering to repair calls poor measurements and definatly not next day.However the better buisness bureau has nominated them for their torch awards this year with an amazing 1147 complaints.This number is just the amount of people who have a computer and all the information nessescary to file a complaint with the bbb.Think about how many people just said whatever won't do that again there must be thousands.I would be courious to know what the relationship is between empire and the bbb for them to consider empire for such an award with such a poor rating.Notice the bbb is not an accredited bbb co.
I purchased a 2 yr. warranty last Aug. 2010 and didn't need service till 3 mo. later. The 1-877 # is not in service. I looked on the warranty and there was a reg.
number, but only get a recording saying to refer to their website. I did that and got no reply until almost 2 wks later. What kind of service is that? I tried to cancel thru my cc co. but they say that because I didn't cancel in the 1st 30 days it is a valid charge.
So now what? I'm out $670. if I can never get in touch w/them.
Thank you for bringing this to our attention. We have looked into this complaint and unfortunately we were not able to access you though our system. We will be more than happy to discuss your concerns with you. Here is our toll free number that you can use for your concerns... [protected] and ask to speak to one of our Resolution Team members of whom will be glad to assist you in any way possible. We look forward to speaking to you very soon. Have a great day.
Empire Today is owned and ran by various Russian family's around the country. They sub contract out to other company's for their installs. The ball is almost always dropped when dealing with them. I have seen them as a super for a custom home builder go to install one of my homes came out and not only installed the carpet with about 60 seams. (only needed 5) but un-irritated in the tub. Beware when you purchase from these people your dealing with multiple company's that act as one. The main is Empire, then your flooring dealer (which if you have a problem you have to deal with) then your subcontractor.
Thank you for brining your concerns to the attention of Empire Today. Empire Today is dedicated to providing world-class customer service to every customer. Unfortunately, we are unable to reference your account with only your first name as provided on this website. We would like to work with you to resolve your concerns. Please contact us at CustomerSupport@empiretoday.com for further assistance.
Thank you for bringing your carpet 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 [protected] so we can assist you.
First of all let me say that their ads are very decieving, I paid for every bit of carpet that was laid. I told the salesman that I didn't want a carpet that showed every vaccum mark and footprint like the one I was replaceing, he assured me that the sample he showed me wouldn't do that. Well it did and after 2 months I called to complain about this and was once again assured that after a little more time it would stop along with all the fuzz I was collecting in my vaccum cleaner, of course they have no record of this phone call. I have had the carpet professionally cleaned and it is still doing it. I complained once again and was told that for $125.00 they could send an inspector out to see if it was in the manufacturing of the carpet or just the way the carpet was suppose to react, they wouldn't say what they would do to correct the problem. Now, why should I pay $125.00 to have someone come out after I have already invested over $3, 000.00 in carpet that looks like crap and 10 yrs. old when it is only 18 months old. I would not buy carpet from them again nor would I reccommend the company to anyone.
They are a total rip off. They installed the wrong carpet in my house ( 1 room). They gave me 250 off of a 5000 dollar bill. This took over 3 months of calling to get, dealing with rudeness from even the president (that's what the guy said when I called) of empire. They are total scam artists. The installers could not speak english. So I wrote a good report for them to get them out of here thinking empire would take care of it like the salesman said. No Way they took care of nothing (except 250 off). I would never do business with them again. Empire is way to high on there prices and once they have your money they no longer care. BUYER BE AWARE! My advice is go to Lowes,Home Depot They will at least follow up on there work.
Had the Empire boys come to my home. They did a great job replacing three rooms of carpet. They forgot to bring material to re-carpet the stairs. It wasn't on the order but it was on mine.
After we got that straightened out they re-scheduled another install date and came out to do the job to-day. They came out, ripped up the existing carpet, then realized they did not have enough carpet to do the stairs. The supervisor at site got on the phone while his partner walked around outside. I asked him to please remove the hundreds of staples and ripped up underlay. I was told the next guys will do that and that I should wear shoes when using my stairs.
I found a razor blade left on the stairs and am now looking for some shoes for me, my wife and my 2 - 85 pound Briard dogs! What a nightmare!
My wife and I BOTH walked through what we wanted to be measured for the stairs. The guys that came to site had NO FREAKING IDEA what they were supposed to do.
They thought it was a REPAIR job!
Oh yeah... I no speak English as well... HELP!
We set up the appointment to order carpet for our whole house a week before it was to be installed. The day it was to be installed, we were told that it did not get onto the truck. They said that they would deliver it the next day (Saturday). About 1/2 an hour after they were due, I called the local number. No response. So I called the national number. I was told that our information had never been entered into the computer. How can they possibly deliver next day, when they aren't able to enter a carpet order into their computers for at least a week? We found someone else.
Thank you for brining your concerns to the attention of Empire. We are dedicated to providing world-class customer service to every customer. We are currently looking into the concerns mentioned in your post. We will contact you within the next three business days. Please feel free to contact us at CustomerSupport@empiretoday.com for further assistance.
What a bunch of whiners, I do not need customers like this! Take your business elsewhere, you lazy bums!
Sincerely,
Mr. Empire