Reviews
This profile includes reviews for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 2,164 Customer Reviews
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Review fromEmilie B
Date: 07/28/2022
1 starEmilie B
Date: 07/28/2022
The carpet is nice at first but then within a year it looks old and run down. Bad quality. Ours tore along a seam at nearly two years and they would not cover this under warranty. We would have to have it completely recarpeted. They are unprofessional and have horrible business ethics. $8000 in carpet and two years later, we already need to do it again. For perspective, our previous carpet of almost 20 years looked about the way the "new" carpet does now only after two years. Save yourself the time and money and go elsewhere.
Empire Today, LLC
Date: 07/29/2022
******* we're sorry to hear that your carpet isn't living up to your expectations. We've found your account and we're reviewing things. We'll contact you soon and discuss things with you.Review fromLatarsha M
Date: 07/26/2022
1 starLatarsha M
Date: 07/26/2022
Purchased hardwood floors and carpet. When they came to install the hardwood the installer asked if I was getting the dining room replaced as well as the living room. I told him no just the living room it them places the new floor next to my existing floor and they are not the same color. The sample that was showed to me during the consultation was a different color. The installer left and I called empire to explain what happen they were rude and told me thats what I chose. I told them the sample showed to me was different. I would never pick a flooring that was two different colors. They only have 3 hardwood floor options and none of them matches my current floor. After speaking with 3 different people they finally cancelled the order. The next day the carpet was supposed to be installed. The installers came very were professional. They asked for payment before they would start. I explained it was financed. He said he has to call to verify which he did but the contract amount was different from what they said I owed. The installer called empire and the representative was rude and disrespectful yelling at us. When I asked if she can break down the pricing for me she said its in the contract and I explained the issue again about the price discrepancy. She said I have to pay or dont get the carpet installed. I refused to pay because I have a credit card from empire stating it was paid. I called customer service and having to explain to 3 different the same issue, they finally had me speak with *** in corporate offices in ********. She was rude and made and snide comments. She finally apologized and tried to correct the issue but it was too late. You cant yell at me and think I will give my money to you.Empire Today, LLC
Date: 07/27/2022
********, this is not the experience that we wish for our customers, and we apologize for your experience. We understand that your order has been cancelled per your request. If you continue to have questions and/or concerns please contact us at *****************************************************************.Review fromDana B
Date: 07/25/2022
1 starDana B
Date: 07/25/2022
1/16 the sales person, *****, measured my stairs for ***. 1st installer came on 1/29 and states *** cannot be placed on last 3 steps. Appt r/s for 2/1 as sales person still says it can be completed. I had to get permission to work from home for 2/1 appt. 2nd installer came on 2/1 and makes the same observation about the last 3 steps. I asked them to place the *** on the other stairs and we could do carpet for the remaining 3 steps. I contacted ***** and she was able to get me a $400 credit. The stairs remained unfinished from 2/1 until 6/22 with me calling constantly for assistance with very little help. 4/24, Mr. ***************** came and measured the last 3 steps and we picked out the carpet and still no movement for the next 1.5 months. An appt was finally made for 6/10. The installers called at 8:47 to say they were less than 15 minutes away. I was at work but my husband and daughter were home. The 3rd installer rang the doorbell once per my doorbell camera and left. I called the installer at least 9x's with no answer. I called ** and the appt had been rescheduled to 6/17 w/o my knowledge. 6/17 the 4th installer arrived with the wrong carpet. I called and r/s again to 6/21. I asked for 6/20 due to me being out for the holiday, but was told that no materials come in on Monday so it would have to be Tuesday, 6/21 between 8 & 10. I verified with the ** rep and was transferred to ********************************* when I asked about filing a complaint due to the egregious treatment I had been receiving. 6/21 I called Empire at 9am to get an ETA on the 5th installer and I was told that the appt was for 6/22. I immediately started crying b/c I had been dealing with 3 steps for 4.5 months and I could not keep re-arranging my work schedule. The 3 steps were finally completed on 6/22 after my 71 y.o. mother came to my house to wait for the 6th installer. Due to this egregious customer service I WILL NEVER USE OR RECOMMEND EMPIRE! I hate that I financed this project.Empire Today, LLC
Date: 07/26/2022
****, this is not the experience that we wish for our customers, and sincerely regret to hear about your experience. We've located your account and will be in touch with you soon.Review fromBarbara K.
Date: 07/25/2022
1 starBarbara K.
Date: 07/25/2022
We have actually used Empire for our carpeting and laminate flooring. There is always an issue. The communication with staff is always good but the service is lacking. We have cancelled the same order twice. A small area to remove carpet and replace with laminate- most recent installation a date was given, we were notified that the installer called in sick so rescheduled for the next day. Is there only one installer? Note, each cancellation from Empire is on a Monday. Makes you wonder right?! Then the next day of installation, there wasnt enough flooring and it had to be re-ordered. We waited thru the week for the guaranteed installation of Monday July 25. Yup once again the date had to be changed for no available installer. We cancelled the entire order. The 1 star is for the apologetic people you talk to. Horrible service.Empire Today, LLC
Date: 07/26/2022
*******, we're sorry to hear about your experience. If you have further questions or concerns, please email us at *****************************************************************.Review fromlaurie t
Date: 07/24/2022
2 starslaurie t
Date: 07/24/2022
the carpet layers didn't remove all the old carpet before laying the new carpet on our bedroom, then moved the furniture back before we could inspect. 2 years later, when we moved the furniture, we discovered what they had done. called Empire, they said out of installation warranty, but they'd be happy to come out, for $150! Oh h*** no.Empire Today, LLC
Date: 07/25/2022
******, thank you for bringing your concerns to our attention. We've located your order and will be in touch with you soon to discuss your concerns.Review fromGina C
Date: 07/23/2022
1 starGina C
Date: 07/23/2022
In the first place I thought that going with a big company like Empire, Id be safe because Ive had some bad experiences in the past. I was so totally wrong! This was the worst nightmare. The sales person who came initially was very polite and helpful but he assured me that the fact that I had radiant floor heating was no problem.until they got here and decided it was.I knew the problems were starting when a man showed up first day and knew absolutely nothing about the job, but kept insisting I pay the balance of 11K!I told him that was not going to happen. He said he didnt have the tools to remove tile, so he left. No help the rest of the day., At 3:30pm the next day 2 men showed up. First thing he did was take out his knife and slash a big cut in my carpet, in 2 places, rather than pull the carpet away in a corner. Of course he knew nothing about my floors heating. After looking at everything he got the boss to call me and explain that they could not remove the tile in my kitchen without damaging the layer of cement under the tile. That I would have to hire a general contractor to come in and repair it, and that would be my responsibility. So now my option was to leave the tile in the kitchen and just install vinyl plank everywhere else. They didnt bother to tell me that I would be left with a trip hazard between the dining and kitchen. Thats when I lost it and when the boss called me I told him I wanted my money back, all of it! Not minus the 25% charge for canceling. Theyre lucky I didnt demand reimbursement of kennel fees and time and labor. My dog has diabetes and is blind so I had to pay $43/day to board him, all for nothing. Im 76 years old, retired and widowed, so removing absolutely everything from my entire ground floor was not easy for me. So now I not only dont have new flooring, but my carpeting has 2 gashes in it. If my refund is not back on my **** by Monday, I will become their pain in the ****.Empire Today, LLC
Date: 07/25/2022
****, we're sorry to hear this has happened. We've located your account and we'll contact you soon to discuss this issue.Review fromDeborah E
Date: 07/23/2022
5 starsDeborah E
Date: 07/23/2022
Empire Carpeting was INCREDIBLE!!!The quality, the workmanship, ****** in sales - - ************* staff in installing - EVERYONE was fantastic!And the results were superb! Best Decision Ever!!!!Empire Today, LLC
Date: 07/25/2022
*******, thank you for the wonderful review and for taking the time to share your feedback with Empire Today. Our priority is customer service and we are ecstatic that we met that ****!Review fromDANIEL F.
Date: 07/22/2022
1 starDANIEL F.
Date: 07/22/2022
horrible customerservice!! paid for furniture move for carpet installation, for handy cap parents, and installers refused to move anything, I called customer service and they just assumed I wad looking for a discount?? things got heated with the installer, he was not professional at all... and not satisfied with the so called finished job, transitions were all wrong, I will have to pay someone else to fix it! do not these people in your home...Empire Today, LLC
Date: 07/25/2022
******, we take your concerns seriously and sincerely apologize for your experience. We've located your order and will be in touch with you soon.Review fromBambi M.
Date: 07/21/2022
1 starBambi M.
Date: 07/21/2022
I bought carpet and had it installed last year. It needs re stretched already. You can see the seam, the entry way is puckered and scheduled several times for this to happen. They cancelled 3xs . Yesterday they were supposed to be here and no phone call or anything. This is supposed to be under warranty work. We have to move our furniture out of the living room the night before because my husband leaves for work at 4:30am! This is a major inconvenience with the furniture out of the living room and stuffed into the kitchen or diningroom every time they say they will show up. And then don't! Poor customer service! This is a simple solution they don't want to do! All appointments have confirmations.Empire Today, LLC
Date: 07/22/2022
Bambi, we're sorry that you had this experience. We're investigating this and we'll be contacting you soon to follow up about this.Review fromTracy M
Date: 07/21/2022
1 starTracy M
Date: 07/21/2022
I scheduled an appointment online for someone to come out and give me an estimate on July 12 between 4-6 pm they were a no show. When I called customer service, I was told the appointment had been canceled. I said, by who? Well they couldnt answer that question, but offered a 50 dollar credit and I rescheduled for July 18 between ****. Again a no show, called they couldnt get ahold of the agent assigned and someone would call me back. They called me back later that afternoon, apologized and ask for another chance. They ensure me they wouldnt send they same rep and someone would call me 30 minutes before they arrived. I rescheduled again for July 20 between 9- 11 again a no show. Called customer service again, voiced my aggression of waiting again for 2 hours and this was the 3rd no show and I have wasted 6 hours of my time waiting for a rep.Empire Today, LLC
Date: 07/22/2022
*****, thanks for telling us about your missed appointment. We understand your frustration, as we never want our customers to be inconvenienced. This is not what we expect for our customers, and we will be contacting you soon to make things right.
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