Consumer Reviews of Empire carpets
Popularity:
#17 of 18 brands of carpets
6% of customers recommend
60 reviews with a
1.5 average rating
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Very Satisfied
3
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Somewhat Satisfied
1
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Neutral
0
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Somewhat Unsatisfied
1
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Very Unsatisfied
55
The opinions expressed in these reviews are the opinions of consumers that submitted reviews to FlooringReport.com.
They do not necessarily represent the opinions of FlooringReport.com.
Date created: 2021-07-16
Name: Barbara
Location: Edgewater
Model: NA
Satisfaction Rating:
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: 2021-06-26
Name: ANNE TOSCANO
Location: Houston Texas
Satisfaction Rating:
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: 2021-06-25
Name: S. Chen
Satisfaction Rating:
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: 2021-06-23
Name: Carl Collins
Location: WA
Satisfaction Rating:
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: 2021-06-03
Name: S Russell
Location: Raytown, MO
Satisfaction Rating:
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
Date created: 2021-05-27
Name: robert housman
Location: north port florida
Satisfaction Rating:
Very Unsatisfied,
1 out of 5
Review:
"Horrobile business"
Words cannot describe what kind of company this really is and why the BBB has not shut them down. I order top of the line carpet on April 12 and finally the came May 27th when all they wanted was to come may 26th and we couldn't due to our work schedule. After fighting with the company and salesman who was rude and smelled like alcohol, we finally got everything settled and they showed up on May 27th. My house was fully prepared for them to make the 3 bedrooms go quick. Then they showed up and told us its the wrong carpet and what was measured from the salesman 6 weeks ago was nothing they had on paper, way to short. Said to reschedule but as disgusted as we were I said no, I want a refund for giving them 50% of the bill. Hoping they better credit us or else my attorney will get involved. I never saw such slow customer service, wrong carpet both in size and color. All I hear I am sorry, seriously after 7 weeks and going back and forth to finally get them out here and do it right, it was all wrong. Dont use these people they have more negative then positive and barely speak english. To many red flags and please don't use them, I wouldn't recommend them to my worse enemy.
Date created: 2021-03-23
Name: john kovacich
Location: Illinois
Satisfaction Rating:
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: 2021-01-12
Name: A R
Satisfaction Rating:
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: 2020-11-27
Name: Christy Murphy
Location: 2431 Dogwood Drive Wexford, PA 15090
Satisfaction Rating:
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: 2020-11-11
Name: Richard
Location: Richmond, VA
Satisfaction Rating:
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!?
