Consumer Reviews of Empire carpets

Popularity:
#15   of 18 brands of carpets

11% of customers recommend
1.5 of 5 stars 34 reviews with a 1.5 average rating
  • Very Satisfied
    3
  • Somewhat Satisfied
    1
  • Neutral
    0
  • Somewhat Unsatisfied
    0
  • Very Unsatisfied
    30

The opinions expressed in these reviews are the opinions of consumers that submitted reviews to Flooring.net. They do not necessarily represent the opinions of Flooring.net.

Read more about Empire carpets
1234Next >>

Date created:
Name:
Location: Illinois

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"Terrible"
When I wanted to get one of my rooms carpeted, I called about half a dozen carpet places, empire carpet was the worst, he never showed up the first day making me wait the whole day, when he finally showed up the next day looking like some homeless person they threw a badly fitting suit on. he quoted a price that was about twice what the average of the others was.


Date created:
Name:

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"Horrible Customer Service"
Use Home Depot for your carpet needs! Empire has terrible customer service. They are a big company, with large components, and no one communicates with anyone, and they don't care. They're kind of like AT&T, with some DMV. Several years ago we used Empire for our bedrooms, and it was fine. Quick and easy, and the carpet was fine. So we called them to see about carpeting our den. This time it would be installed directly onto concrete. When the installers came, they didn't have the correct tools for installing onto concrete. Furthermore, they couldn't speak a word of English, so they couldn't communicate with us. We called Empire, and they had our representative call us (the one who had met with us in person when we chose the carpet). She called and said, "I'm actually really close to you-- I'll be there in just a minute." She never showed up. Eventually the installers left. Meanwhile, we had paid our deposit (which had already cleared), plus we had given them a check for payment in full. When you pay this way, you give them the authority to clear that check as an ACH debit from your account. So these guys had shown up, taken our money, and left without installing our carpet. We called Empire multiple times, and got no answers. So I had no choice but to call my bank and have them put a stop payment on both the check and the ACH debit from Empire. We called them many times over the next few days. Several times they said, "E____ will call you back within 30 minutes." Never heard from E____. Then I called and spoke with V___, and he said that, according to the notes in the computer, they had tried to call us but there was no answer and our phone went straight to voicemail. This is not true! We had stared at our phone for over 30 minutes waiting for their call! And this happened multiple times. During one of my phone calls with V___, he assured me that different installers would come and that they would have the correct tools for our installation. Then during my next phone conversation with him, when we asked about cancelling, he insisted that he had told us in our previous conversation that we would not be getting our deposit back if we cancelled. I said, "No, I never heard that, and that was not explained to me," and he became upset and patronizing with me and insisted that he'd said it! Even if he had (which he didn't!), these people are not taught how to treat customers. So anyway, different installers came. And this time, guess what? Even after all of Empire's assurances that they would be able to install correctly on the concrete (pat pat on the head, of course we'll be able to install it Little Lady), they were NOT able to install it. Once again they had the wrong tools. I asked the installer to please let Empire know that they were not able to do it, to help us get our deposit back, and he said: "No, they don't talk to the installers. They don't talk to us at all. There are many people who end up in a bad situation with Empire, and they have to yell and scream, and often don't get their deposit back." Well, fortunately, we did get our deposit back. We called and they said they'd send it, and then a few days later we got the check in the mail. This happened on the same day that we also got a letter and a phone call from a debt collection agency, since Empire's bank had tried to run our big payment through, and of course it did not clear because of my stop payment. They didn't care about our problems, and they were not attentive to the details, and we wasted SO MUCH time and stress on our situation.... But oh boy, they sure are on top of their money, aren't they? In the end it all worked out ok... we wasted our time and energy, and they caused stress, but we didn't lose money. We used Home Depot, and they were great. They knew what they were doing.


Date created:
Name:
Location: 2431 Dogwood Drive Wexford, PA 15090

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"Horrible Customer Service"
After having our carpet installed, I called to inquire about putting the seam directly in the walking path of the room. The installer actually asked my husband where to put it, and of course my husband replied that it should be on the far side of the room. After chatting with the live chat feature four times, and calling the local and 866 number I could only get a live person twice. The first time I was asked to take photos and submit them via email. I did that. I was told that I would hear something within the week.... nope. The second time I spoke with an actual person on the phone, he told me he would need to transfer me... of course I had to leave another message. My white woodwork was trashed by the installers and the seam in my carpet should not be in the traffic pathway of the rug. This company is beyond unprofessional and their customer service is disgraceful.



Date created:
Name:
Location: Richmond, VA

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"Terrible experience!"
After being sent an email which we confirmed for installation date, at the last minute this morning we were called to say they can't come due to COVID which is weird because we confirmed yesterday. Last year they brought the wrong carpet but we decided to give them another chance. Our bad! The company rep told me they don't have control over automated messages. Why use them!?


Date created:
Name:
Location: Alexandria

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"Awful customer service"
I ordered a carpet from Empire last week, and arranged installation for today (17 Oct. 2020. The salesman was professional and accommodating. Empire called me no fewer than 3 times during the week to confirm the appointment and to ensure my household was COVID free. My window for today's installation was between 8 am and 6 pm. At 1:30 I received a voice mail message from Empire telling me I had to reschedule the installation. I called numerous times and was unable to reach anyone in sales, customer service or installations to get an explanation. Finally After 5 calls and 2 hours on the phone I reached someone who told me the appointment was cancelled because Empire did not have any installers available. I waited 5 hours to learn this? And they could offer no recourse but to reschedule for sometime next week no promises when, though. So much for customer service and next day installation. Do not use this company. Horrible experience. I will gladly pay more money for another, more reliable company's carpeting services.


Date created:
Name:
Location: Hemet, Ca

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"These people are garbage at what they do"
Garbage. Straight, hot, moist garbage. Installers kept delaying install, which all told was 3 weeks behind schedule. The day they show up, they tell me that they can't fix subflooring, despite what the salesman said earlier in the month. Then they forgot the carpet. Then when they finally showed up with everything, I asked them to immediately leave because they were unbelievably unprofessional. I originally paid to have the installers remove and replace the toilets in two bathrooms (for water resistant wood to be installed). Well the installers wouldn't do it, so I had to. I've been fighting with them for months over having these charges removed from my bill. No answer to my calls from anyone in the chain, including the salesman who claimed he would take care of everything. If you live in the inland empire of Riverside, Ca, do not use Empire. And if you do, buyer beware. And if you have to, run when salesman Billie shows up. He's a con artist in every respect.


Date created:
Name:
Location: Sewell, nj

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"Horrible! Run!"
I spent quite a bit of money with Empire today to install a rug in my large living room and hallway and laminate floors in my bar, dining room and entry way. The salesperson assured me i was getting a high quality product that had a 30 year warranty. After specifically addressing matting and buckling, because this was a concern after seeing bad rugs. He assured me that would not happen and I was purchasing a quality product that the company stood behind. After 8 months the rug began buckling and matting down. It was brand new and it looked like it was a 30 year old rug. I'm utterly embarrassed to have company over. I'm immaculate with my home and there is very little traffic in the area. I'm still paying payments on something that I'm ashamed of. After many unanswered calls and reporting to BBB, I was told that I would need to have the rug professionally cleaned and as a courtesy they would restretch it. This is utterly ridiculous and will not solve the problem. The rug needs to be replaced! Not to mention I have large furniture that would need to be moved TWICE in order to do this. I run a busy medical practice and have children and this is a huge inconvenience for something that most definitely will not solve the problem. I've had several flooring companies come out to get opinions and every one agrees this is disgraceful! I will never recommend them to friends, family, colleagues or patients. And I will continue to write reviews online to warn everyone to run from this company! Their products are Horrible and their customer service is even worse!


Date created:
Name:
Location: Santa Monica

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"Horrible workmanship - Stay away!"
For the first 18 months I loved it - I even wrote a good review, but now I take it all back! I have taken the best care of the carpeting, no shoes in the house, no stains because I've been very careful. Now it's buckling in 6 places. They only guarantee it for a year, so no warranty coverage. I now have to pay for them to come and fix it, and move all my things out of the way. It's not easy as I'm a senior and have no help. Never again would I choose this terrible company and their shoddy work!



Date created:
Name:
Location: Tahuya, WA

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"Save your Money"
At first, I loved our carpet. The salesman said it was durable and would last a lifetime. Within 7 months, the seams of the carpet began to come up and when i filled a claim for the warrenty, my claim was denied by the mill, stating the seam issues was done by us, not by the materials or product. I now have a 5.5 inch seam ripping open on my carpet, with hundreds of threads everyone that i have to figure out how to fix because Empire denied our claim or to offer to come back and fix it. Even though we purchased a product that had a "lifetime Guarentee/warranty" attached to it. Do Not go with this company, they will deny you so fast for claims and give little reasoning as to why.


Date created:
Name:
Location: Liberty Hill, TX

Satisfaction Rating:
1 of 5 stars Very Unsatisfied, 1 out of 5

Review:
"Awful Customer Service"
We were repeat customers with Empire, the first time around everything went smoothly however the next time was awful. The sales rep came out and gave us the quote and we scheduled however we cancelled the very next day due to job loss. The customer service rep said our deposit would be refunded within 7 business days. It wasn't. I have called for the past 60 days and still no refund. I even asked the sales rep to help and he was worthless. Finally they said to claim a dispute with my bank and they would not contest it but my bank said that could take up to 90 days. This company has horrible service.

1234Next >>

Find Flooring Installers
My zip code is:
How to Buy
Flooring Reviews
Flooring Materials
Flooring Brands