empire carpet customer service service customer installation home house sales installers
Empire Today's reply to:

Poor installation and customer service!! | Empire Today review from Orlando, Florida

Dear Marharyta,
We appreciate you bringing your concerns to our attention, and are disappointed to hear about your experience. Our records show that we have addressed this matter and have scheduled an upcoming service for you. If you continue to have questions or concerns please contact us at customersupport@empire-today.com.
Thank you,
-ET Customer Support
Review
#989248 Review #989248 is a subjective opinion of poster.
Cons
  • Job quality
Reason of review
Warranty issue
Loss
$1596
Preferred solution
Full refund

Have carpet installed by Empire Today,and it is still under warranty.Sales rep.,Rebecca,reassured us that we will have seamless carpet.Now we are having BIG PROBLEM with it - seams are not just showing,they are falling apart!!! I called the Customer Service 3 times in last two weeks,they told me that someone will contact me back from local office regardless this issue,but NO ONE DID.I also wanted to order laminate for my kitchen from them ,but after what is going on I will never do business again with them!!!And I will contact Better Business Bureau about this issue ,and I will make sure that I will tell all my friends about them!! Never again,Empire Today,never again!!!!!!

Empire Today's reply to:

POOR INSTALLATION AND CUSTOMER SERVICE | Empire Today review

Dear Victoria,
We assure you that we take matters such as this one very seriously, and regret to hear that your installation was delayed due to possible asbestos. We understand that you have requested to cancel your order, and are glad to hear that your refund was received. If you continue to have questions and/or concerns please contact us at customersupport@empire-today.com.
Thank you,
-ET Customer Support
Review
#988149 Review #988149 is a subjective opinion of poster.
Pros
  • Price
Cons
  • Poor local customer service
Reason of review
Poor customer service
Loss
$1850
Preferred solution
Full refund

WHEN I WAS TO HAVE VINYL FLOORING INSTALLED, THE INSTALLER PULLED UP SOME ASBESTOS AND IMMEDIATLY STOPPED WHAT HE WAS DOING, TAPED THE OLD CARPETING BACK DOWN AND STATED THAT HE WAS DONE FOR THE DAY. MY SON, WHO WAS HOME AT THE TIME CALLED THE INSTALLATION MANAGER TO STATE WHAT HAPPENED AND WE GOT NOTHING BUT THE "RUNAROUND".

WHEN I PURCHASED THE FLOORING, I ALSO PURCHASED CARPETING THAT WAS SUPPOSED TO BE INSTALLED AT A LATER DATE. AFTER MULTIPLE ATTEMPTS TO TALK WITH LOCAL SUPERVISORS REGARDING THE ASBESTOS AND NOT GETTING ANY RESPONSE, I CANCELLED ALL MY SERVICES WITH EMPIRE. I HAD PUT DOWN THE REQUIRED DOWN PAYMENTS AT THE TIME OF PURCHASE AND NOW I WASN'T GETTING ANY SATISFACTION WITH GETTING ANY OF THAT MONEY BACK EITHER. ALL THIS WAS GOING ON AS I WAS TRYING TO MOVE INTO A NEW HOME THAT I HAD JUST PURCHASED AND TIME WAS RUNNING OUT.

BEFORE I COULD GET ANYONE ELSE TO INSTALL FLOORING AND CARPETING I HAD TO PAY OUT OF MY POCKET THE PRICE OF THE ASBESTOS ABATEMENT WHICH I HAVE STILL NOT GOTTEN RE EMBERSED FOR AND PROBABLY NEVER WILL.

IT WASN'T UNTIL WE CALLED THE CORPORATE OFFICE THAT WE FINALLY RECEIVED ALL OF THE MONEY BACK. I WILL NEVER BUY ANYTHING FROM THIS COMPANY AND I HAVE TOLD ALL MY FRIENDS AND FAMILY TO LET EVERYONE THEY KNOW TO STAY AWAY.

Empire Today's reply to:

Empire Today - Customer Care Review

Dear Lisa,
We sincerely regret to hear that you were inconvenienced by a missed sales appointment. We understand that your time is valuable, and we will be in contact with you shortly to address your concerns.
Thank you.
-Empire Customer Support
Review
#987067 Review #987067 is a subjective opinion of poster.
Reason of review
Poor customer service

Set an appointment for a Saturday morning between 9 and noon. Supposed to be a 50/50 sale on flooring and installation that ends Friday so I was pretty excited to order my flooring.

After taking my Saturday morning off work and locking my dogs in the basement I get a call saying the salesman cancelled.

When I called to make a complaint the customer service agent said she would get a manger on the line and then hung up on me. Terrible experience and I will post on Facebook and Twitter and tell everyone I know how Empire conducts business.

Empire Today's reply to:

Waste of Time | Empire Today review

Dear Nancy,
We regret to hear that your installation did not take place as planned. We understand that you have decided to cancel your order, and per your request we have placed you on a do not contact list. If you continue to have questions and/or concerns don’t hesitate to contact us at customersupport@empire-today.com.
Thank you.
-Empire Customer Support
Review
#983062 Review #983062 is a subjective opinion of poster.
Reason of review
Salesman did not do his job
Loss
$5300
Preferred solution
STOP CALLING ME

What a waste of time. Of course their "50/50" deal only applied to certain products.

All we wanted was to pick out flooring get a price and get on with our night. The salesman called his boss to get us a "good deal". It was more than we wanted to pay, but we were willing to go with it. But first we had to sit through his life story.

He did the typical salesman tricks trying to win over the wife (me) and seal the deal. He took up a couple hours of our time talking about himself. What he failed to do was his job. He never checked the flooring under our carpet.

When the installers came out that was the first thing they did. They told us they were certain our tile was asbestos and because of that we couldn't get the hardwood we had picked because it would have to be nailed in. You can't do that with asbestos. If he had done his job we would have picked out another flooring right then and there, but instead they have lost a sale.

Just out of curiosity we asked the installers to measure. The salesman hadn't even gotten the measurements right. They would not have had enough flooring to complete the job. I wasted two vacation days on these people.

They have since contacted me three times.

The second time I asked them not to contact me again or I would post this information online.....so here I am. Moral of the story DON'T WASTE YOUR TIME WITH EMPIRE.

Empire Today's reply to:

Scam and very unprofessional | Empire Today review

Dear Customer,
We sincerely apologize for the inconvenience that this matter caused for you. We understand your frustration and would like to follow up with you to learn more. Please email your concerns and account information to customersupport@empire-today.com so that we may follow up with you.
Thank you.
Review
#981926 Review #981926 is a subjective opinion of poster.
Reason of review
Poor customer service

We had a very nice salesmen who over promised and his company under delivered. We were away on vacation and cut our trip short 1 day to make sure we were here for the install,which was scheduled for today.

They called this morning and said they could not give a time because it was a custom install. NOT, we were having carpet installed on 4 sets of stairs about 5 stairs each. I wasted my entire day waiting for the installer to show up. I called three times before they finally told me that the installer wasn't coming.

Unbelievable! No apology offered, no reschedule date or time offered.

This is what you call a very poor business model! I'm going to report them to the better business bureau

Empire Today's reply to:

Will lie to sell you a product and will not stand by their warentee | Empire Today review

Dear Mr. and Mrs. Days,
Our records show that we have been in contact with you regarding this matter and have been unable to reach you. Please email us at customersupport@empiretoday.com at your earliest convenience, and reference your post in your email.
Thank you.
Review
#980691 Review #980691 is a subjective opinion of poster.
Reason of review
Warranty issue
Preferred solution
take the price that we have paid for the salesman's lies and let us get what we were asking for in the first place.

Empire is the kind of company that will treat you great when you are buying their product, but when it comes to warrantee, they are atrocious. Approximately a year ago we called empire to install some flooring.

We having dogs, therefore we were hoping for a laminate or some kind of wood flooring. The sales person came and pitched us this dialogue; how wonderful their carpet is, that it would not hold any animal smells and that urine would not stick to the carpet, (due to this special material that the carpet is made of) our house would always smell fresh . A few days later, (The crew came and after multiple breaks finally finished), I felt that they did a very poor job on insulation especially on our steps with all of the time that they took. After a couple months our carpet smelled like a sewer, also showed signs of wear, even in portions of the house where the dogs never go.

We did everything that we could to immediately clean the smell which would be somewhat concealed for a day or 2 but then it would be right back. My wife even called empire to see what they suggested. They avoided her like the plague; every time she would call they would try to sell us more carpet, we stressed that we did not want more of this carpet, we want for Empire to stand by your word, and warrantee. My wife spent a whole day trying to speak to a representative about warrantee information.

The multiple reps who she spoke with barely spoke English and would not give her information about the warrantee department they just kept telling us that the only way to talk to someone was to make an appointment and have someone come out. We made an appointment. The man showed up expecting to sell us more carpet. We had even cleaned the carpet again the night before he had arrived, and he himself said that it really did smell bad.

He took a bunch of pictures of the things we were not satisfied with and said that he was going to email the pics to someone as soon as he got in his vehicle, that someone would get ahold of us in a couple days. A week went by and no call. therefore, we called them yet again, they tried to say that we had missed the appointment that we had set up.

We then asked if they would like to see the video of their representative in our home and then they got quiet, and passed the responsibility yet again. I guess my next call will be to the bbb and I will never send business to them they are a terrible company, that sells a product for far more than it is worth, by telling lies.

Empire Today's reply to:

Empire Today - Flooring Installation Review

Dear Mrs. Holifield,
We regret to read your post, but understand that we have been working with you towards a solution. We will continue to follow up and ensure that this matter gets resolved to your satisfaction.
Thank you.
Review
#977988 Review #977988 is a subjective opinion of poster.
Reason of review
Poor customer service

Bought laminate floor from empire in July 2016. On installation day, installers showed up with too little material.

They claimed bad measurements by salesman. They had to go back to Ga. to get more laminate. Installers showed up two days later.

Had wrong color laminate. After 2 weeks laminate installed. One week later floor problems started. Three different empire flooring specialist have come out and all three say floor needs to be redone.

I have been waiting for three months for them to come and redo floor. Many appointsments set and all ended in no shows. Have called Empire at least 12 times. Lots of promises and still no action.

May have to get an attorney.

Beware of Empire. Go elsewhere.

3 comments
Kennidy
#1259415

Dear Customer,

We regret to hear about your experience. We take every customer concern seriously and we would like to follow up with you to learn more.

Unfortunately, we are unable to verify your customer information. Please email your concerns and account information to customersupport@empire-today.com and mention PC in the subject line, so we can further assist you.

We look forward to hearing for you.

Thank you.

Anonymous
#1270680
@Kennidy

So if you take every customer seriously, why did you not do so with this person to begin with?

Anonymous
#1270684
@PissedConsumer1270680

This response is to get the people reading to think they give a ***, smart people like you and me will think exactly what you wrote. 800-588-CornHole Today!

View more comments (2)
Empire Today's reply to:

Empire Today - Customer Care Review

Dear Robert,
Thank you for bringing your concerns to our attention. We are disappointed to hear that your concerns have not yet been addressed. We assure you that we take matters such as this one very seriously, and we will be in contact with you soon.
Thank you.
-ET Customer Support
Review
#976694 Review #976694 is a subjective opinion of poster.
Reason of review
Poor customer service

Came out and gave us a quote but when it came to repairing had excuses. They stated they would get back with us within 24 hours.

We have not heard from them since. Robert mc nabb

Empire Today's reply to:

Empire Today - Customer Care Review

Dear Ms. Collins,
We would like to know more about your concerns and help make things right for you. Unfortunately, we're unable to locate your account with the information posted here. Please send your account information to customersupport@empire-today.com so that we can follow up with you.
Thank you.
Review
#975732 Review #975732 is a subjective opinion of poster.
Reason of review
Poor customer service

Scheduled our carpet for a Friday. It was $2150 worth of work.

Workers said 9-10, husband left work and they called back said 11-12. Husband left work, they never showed he had to call them, they said 1-3. I left work missing a half a days pay to be at the house. By 3 no one showed up.

They told my husband sat morning. I called Saturday morning, they had nothing on the schedule for us. Our entire living room was sitting on our patio & blocking our kitchen waiting for this carpet. They couldn't do anything for us & scheduled for Monday.

I lost 120 in pay on Friday so the $200 they took off meant nothing. Came home on Monday to Mexican music blasting, I had to ask them to turn it down. The workers did no walk through after, and he said if you sign this page it's more money for me..... I know this company hires the *** of the *** companies as out sourced contractors to make the most profit, and boy does it show.

These aren't Empires employees they're side companies they find for every city. Our guy was using an axe! Every time we would call the business they would have no idea what was going on, put some notes in the file Jesus. The carpets amazing, but do some research on the companies you hire.

How awkward for me to be asked to sign a page by the worker so he can get more money....

it's your amendment page. I could hire the same guy on Craigslist, but we thought we were paying for an actual contractor, who has a license & proper tools.

1 comment
Kennidy
#1257850

Dear Customer,

We would like to know more about your concerns and help make things right for you, but we are unable to locate your account with the information posted here. Please send your account information to customersupport@empire-today.com so that we can follow up with you, and mention "Pissed Consumer Post" in the subject line.

Thank you.

Dear Customer, Your concerns are important to us and regret to hear about your experience. We understand that you have decided to cancel your order. If you continue to have questions and/or concerns please contact us at customersupport@empire-today.com. Thank you.
View full review
1 comment
Anonymous
#1261505

I had the same exact situation. I was quoted a price for laminate and vinyl which was to be 50% off.

I asked for the list price so I could see what kind of deal I was getting. The salesperson told me he could not give it to me because Empire does not work that way.

He used the scam of calling his boss to see how he could get the list prices and came back with a price $2,000 lower than what was originally quoted. Be very careful on Empire pricing.

Review
#975396 Review #975396 is a subjective opinion of poster.