Consumer Reviews of Empire carpets

Popularity:
#16   of 18 brands of carpets

8% of customers recommend
1.5 of 5 stars 45 reviews with a 1.5 average rating
  • Very Satisfied
    3
  • Somewhat Satisfied
    1
  • Neutral
    0
  • Somewhat Unsatisfied
    0
  • Very Unsatisfied
    41

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.

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Date created:
Name:
Location: Potomac, MD

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

Review:
"Horrible experience"
Do not use this company. A nice salesman came out, took measurements, assisted in choosing a carpet, scheduled the install. That went very well. Without contacting me, my installation was date was moved later by a day. Then, we received a call on the day of installation that there were not enough installers to get to our installation. We re-scheduled it for 2 days later. We received a call on that day that the employee did not show up for work & they would not be coming out to do our installation. We re-scheduled it 2 days later (I was very clear that this would be my last time of re-scheduling). I kept calling throughout the day because I had not been contacted that they were not going to make it, but it was getting later & later. Finally at 5:30, they called me to say it was not going to happen again. When I requested to cancel my contract & receive my deposit back, I received an email offering a discount for the installation. I responded to the email, but did not hear back from anyone, nor did I receive my carpet. 2 weeks later, they finally refunded my deposit.


Date created:
Name:
Location: CA

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

Review:
"Asking for re-stretch"
After paying over $5000.00 for new carpet and vinyl flooring my carpet developed wrinkles in every room. When calling this company to as them to come out and re-stretch the carpet, I was informed that my install was past the 1 yr. warranty. My carpet was in for 16 months. I had this done because my home is "For Sale" and wanted my home to look nicer for a quicker sale. I was told that they would come out and re-stretch the carpet for $225.00 plus $25.00 for each piece of furniture that had to be moved to do this re-stretch. I figured this job on my new carpet was going to cost me over $600.00. I set an appointment with them for this job and then contacted local companies for the same job. I ended up canceling my appointment with Empire because I found a local company that would do the same job for $475.00. while he was doing the re-stretch, he was cutting off 2-3 inches of excess carpet. My carpet now looks great. I was very pleased with the vinyl floors. Now I would like Empire to compensate me for my expense to redo a job that should have been done correctly the first time. I can not recommend Empire to others because of their poor customer service.


Date created:
Name:
Location: Dacula, GA

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

Review:
"Buyer Beware - Horrible Service and Quality"
I have used Empire in past (roughly 3 years ago) to install flooring. They were good then. Today, August 2021, they are horrible. The installation was going smoothly until the installation team cut a piece off of the roll they brought with them. The section they cut off of the roll did not match! I'm still trying to wrap my head around that one. The real problems started after the issue was identified to the installation and warehouse team. The supervisor, Danielle, stated that she would bring another installation team out to the house to inspect the install work. She indicated that if they had the same color in the warehouse they would simply reinstall the carpet. In a subsequent call, she didn't get back to me as she promised to give me an update, Danielle stated that the manufacturer had to be consulted in order to get this issue resolved. We made an appointment to meet at the house on 8/31/21, over two weeks after the installation, at 10am. I took off from work in order to be there for the inspection. At 10:30am on 8/31/21, I called Danielle several times without success and finally went to the website to "Chat". Danielle finally called me just before noon. I explained how simple and courteous it would have been to pick up the phone and inform me of her delay. She has promised to be at the house by 1pm. I'm not holding my breath. This has been a very unpleasant experience and I will not do business with them ever again. I have contacted my credit card company to dispute the charge since Empire has not lived up to its contractual agreement.



Date created:
Name:
Location: Chicago, IL

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

Review:
"Carpet Installation"
Incredibly bad service. No customer service at all. Hold times on phone are out of this world, they never return calls. I do property management and schedule carpet installs on a regular basis. This was a customer request to use Empire. I am surprised they are still in business. I don't think they could have done a worse job.


Date created:
Name:
Location: Houston, TX

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

Review:
"Empire Carpet Appalling"
Empire carpet sales force is appalling. We recently had Julianne, a sales person, give us a quote to recarpet about 1400 sq. ft. Speaking with her before she left our first appointment, she suggested that we move the account to a business account instead of a residential account. I reached out to her on multiple occasions and finally got a quote for the carpet and installation. She was never able to provide an invoice always referencing the commercial department she was in contact with. I accepted the proposal in an email that she sent me and asked for her to provide an invoice. I was assured that the carpet would be installed on the next available date early August. During the whole process, she continually lied and refused to return calls. I reached out to the corporate office and was again unable to get any calls returned. I surmise that Empire Carpet must be going out of business as no one would want to do business with them after reading other reviews and having this absolutely horrible experience. Do not waste your time calling Empire Carpet!


Date created:
Name:
Location: Edgewater
Model: NA

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

Review:
"Never Showed Up"
Empire Carpet did not show up as scheduled. Calls to as why were also ignored. Requested deposit to be returned and will be looking for a more organized and reputable company. Their Chat feature is very difficult to use nor do they answer it. Overall a very bad experience with this company.


Date created:
Name:
Location: Houston Texas

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

Review:
"horribe"
I have no idea where to begin. I ordered carpet back on April 26,2021 and was given a date of May 19th installation and That Morning called to say the order was not on the truck (LVM). I called Back 4 times and left voicemails and nobody ever called me back. I left two voicemails with the sales rep Barry whom also never called me back. I spoke to a nice lady (Susan) on the scheduling appointment line because I could not get a human to call me back. She gave me another person the call named John which explained that they had nobody to install the carpet and the order was on backorder. Wait ya'll could not tell me that long ago?!?! I spoke to John a couple of times and decided to have another rep come out. I did get another date which should have been 6.26.2021. Through the past week I got a notice to confirm and spoke to someone to confirm. What happened? I get a call at 0942 that the materials were not on the truck this morning!!! Are you kidding me! I have had those two bedroom cleared out since May before that first installation. I am a Very Patient person. This has put me in an anger mode like never before! I am from Chicago and have sung their jingle since I was a kid. I had them install laminate in this same house twice and had wonderful service!!! What happened to you Empire? Horrible Horrible! This is a ramble of a paragraph because I am so angry!


Date created:
Name:

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

Review:
"Worse Ever"
Such a monkey business run a run and I am surprised they have not get caught by law. The law should get them sooner or later. Almost a criminal. Totally can not believe what they told you although they all seem nice people there.



Date created:
Name:
Location: WA

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

Review:
"Installation from hell"
Worst service I have experienced. The installer took out the carpet in the living room and dining room and then said they had the wrong type laminate. Next they did the bathrooms tile. They took out both toilets and then said I needed to have a plumber come and put them back. I called customer service and they said the installers were not to take the toilets out. However, since they did it is my responsibilty to fix it. That is an $800.00 plumbing bill I need to pay. Never did get call back from customer service after first call Called install manager and again no call back. Sales person was to come out this mornig but called and said he had other customers to see.


Date created:
Name:
Location: Raytown, MO

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

Review:
"Awful carpet"
I paid extra for a carpet that was guaranteed to have a pet barrier. My dog peed a little the first week and I cleaned it up immediately but it has already soaked into the pad. No barrier at all! Luxury vinyl installation is awful. Some seams have gaps that is holding dirt. Didn't install part of the corner rounds. I could have done better myself. Been trying to reach a live person but the line just keeps going dead. Local phone is disconnected

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