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

STILL WAITING | Empire Today review

Dear Customer,
We sense your frustration and are disappointed to hear that you feel this way. Your concerns are important to us, and we would like to follow up to address your concerns. Unfortunately, we are unable to locate your account with the information in your post. Please email your concerns and account information to customersupport@empire-today.com so that we can further assist you, and mention Pissed Consumer in the subject line.
Thank you.
Review
#974000 Review #974000 is a subjective opinion of poster.
Reason of review
Poor customer service

I have had 2 appointments for carpet install this week, Monday and today, I have taken 2 days off work, postponed my work travels to be present for the install, moved furniture out of the room (and back) 2X, I called to confirm BOTH appointments time/day, and STILL NO CARPET. The installer had a cancellation, in the morning, and my install was scheduled for the afternoon (conformed directly that morning) and I was at an appointment in the morning when he decided he wanted to do it since the other cancelled, and since I had confirmed the afternoon, and confirmed it at 7:30am that same day, he still cancelled and didn't tell me.

I had to call when he never showed, and the excuse was "well, he didn't want to wait since his first appnt cancelled"....NOT MY PROBLEM! I was a hairstylist for 20 years, and if my morning appnt cancelled, I didn't go home for the day and blow off all my other appointments! WHERE IS THE CUSTOMER SERVICE THEY ADVERTISE IN THEIR COMMERCIAL????? I want someone held accountable for this!

I now will not have the carpet for my holiday gathering, have burned 2 days off work waiting for this POS to show up, and now will be traveling all next week, so STILL won't have the carpet for another 2 weeks! This has to be THE WORST company I have dealt with ever! They simply DO NOT care! Where is the CEO- Keith Weinberger???

He needs to know about this!! I will not stop here, I will be going to the top until I am heard by someone who gives a ***

No Hassle Sales and Installation Experience | Empire Today review

I was genuinely surprised by the experience I had with Empire Today. A sales person came to my home at the scheduled time and with samples in hand. I was interested in replacing my living room, ivory colored carpet due to small stains and some ware. I wasn't initially sure what color or style to pick but the sales person was very helpful and informative of my options considering the way I use the space. We looked at several product samples in a variety of colors. We also discussed the current offers, what my payment options were, the proper way to clean the carpet and what I should expect from the installation process. The consultation took over an hour. I ultimately chose to go with a carpet similar to what I already had because it matched the carpeting in other areas of my house that were still in good shape. Overall, my experience was positive, the carpet was exactly what I wanted! Janet K.
View full review
Testimonial

Empire Today is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

Review
#1013204 Review #1013204 is a subjective opinion of poster.
Reason of review
Good customer service
Empire Today's reply to:

Stealing my money | Empire Today review from Northlake, Illinois

Dear Mr. Finlayson,
We understand that we have been in contact to you in regards to your concerns, and have offered a fair solution. If you continue to have questions please email us at customersupport@empire-today.com.
Thank you.
Review
#973901 Review #973901 is a subjective opinion of poster.
Pros
  • Ripped me off and still lying to me
Reason of review
Return, Exchange or Cancellation Policy
Loss
$2000
Preferred solution
Full refund

Back on Nov 17 I placed an order and paid empire for carpet. I changed my mind and cancelled the order less than two hours later.

I have been getting one lie after another since then trying to get the money back. Every time I call they have a new excuse why they still have my money. It is well past the 15 days that they claim that they need to process a refund. The latest claim is that they mailed the check on the 8th of December from Northlake Illinois going to Plano Illinois and its not here.

The stated that it takes 7 to 10 days for mail to travel that distance.

Total BS . Filing a consumer fraud complaint tomorrow.

3 comments
Kennidy
#1256127

Dear Mr. Finlayson,

We are disappointed to read your post.

We take your concerns seriously and we will investigate this matter further.

Thank you for your patience.

Anonymous
#1256043

I am currently waiting for a call from the corp installing office. I have waited for them 2X this week, changed my work travels, called and confirmed the arrival times for the install BOTH TIMES, moved the furniture 2X, and they have cancelled last minute BOTH of the scheduled installation days.

I am FUMING! This is exact opposite of what they advertise on their commercial! TODAY, I have so far spent 75 minutes on the phone, and still have no install date, and nothing is resolved, and i will have to move the furniture BACK in the room again, and take ANOTHER day off work to be here for the install. This company sucks!

I will NEVER do business with them again or recommend them to anyone!!! The salesman sure could talk a good talk, and it is ALL down hill after that!!!

Kennidy
#1256133
@PissedConsumer1256043

Dear Tracy,

We understand your frustration and regret to hear that you were inconvenienced by this matter. We will be in contact with you soon to learn more.

Thank you.

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Empire Today's reply to:

Empire Today - Flooring Installation Review

Dear Finita,
We appreciate you bringing your concerns to our attention. After speaking with you, we understand that the contract signed was for two rooms. We are able to add an additional room for the price discussed if you wish to continue. For further questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#972456 Review #972456 is a subjective opinion of poster.
Reason of review
Poor customer service

We had a salesperson come out measure the house- Living room hallway for hardwood and three bedrooms for carpet she gave a quote and set a date for installation, we changed the first date to later and when it came time for the installation Empire called and said they had to cancel because they did have the installation. Ok the next thing was they were only doing two bedrooms not three.

They said she only measured for two "lies" we were there we saw what was measured and now they want let us speak with the salesperson nor will she return our calls. They want us to pay more money or pick a cheaper carpet.

When it was there mistake. Can you say Layers/ Fox Five News.

2 comments
Kennidy
#1254919

Dear Finita,

We appreciate you bringing your concerns to our attention. After speaking with you, we understand that the contract signed was for two rooms.

We are able to add an additional room for the price discussed if you wish to continue.

Thank you.

Billiejean
#1254963
@Kennidy

I'm sorry I don't feel we should have to pay anymore due to your mistakes and I think if we could all sit down wit Ashley Baca our salesperson we could get this rectified, she is the only person that knows other the us what was done on that day and for some reason she can't be found why is that?

View more comments (1)
Empire Today's reply to:

Empire Today - Carpet Installation Review

Dear Customer,
We are saddened to hear about the lack of communication that you have received. We would like to further address your concern, but are unable to verify your customer account. Please email us at customersupport@empire-today.com with your account information so we can follow up with you, and mention PC in the subject line.
Thank you.
Review
#970665 Review #970665 is a subjective opinion of poster.
Reason of review
Order processing issue

I have never in my life experienced a more unprofessional, unpleasant service. This company is a scam.

Before the commencement of service, method of payment was demanded. The installers recognized that the two rolls of carpet did not match, due to a very blatant error by whoever loaded the carpet from the warehouse, and left the job unfinished PROMISING they would return in a few days to complete the project with the correct carpet. Tacks were left exposed which is a clear hazard and lawsuit waiting to happen. We were on the phone with customer service every day this past week and being promised installation for four different days (Tuesday then Wednesday then Thursday and then Friday) and every representative we spoke to told us a different excuse of why she it was postponed( we weren't in the system, the warehouse moved, there was an outage of carpet, we are short on installers).

This is COMPLETELY UNACCEPTABLE!!!! Not one person had the same explanation and it started to look like a scam since our credit card was ALREADY CHARGED! Therefore, they got paid and we were left with a hazard in our home! We are filing a lawsuit for punitive damages and demanding our money back.

Please do yourself a favor and NEVER USE THIS COMPANY!!!

They are beyond awful! Hire a local carpet company and they will do the same job with better quality carpet for a fraction of the price!!!

Empire Today's reply to:

Beware.....Empire Today is by far the worst company I have ever dealt with!

Dear Jill,
We are happy to know that we have addressed your above concerns. If you continue to have questions please don't hesitate to contact us at customersupport@empiretoday.com.
Thank you.
Review
#970424 Review #970424 is a subjective opinion of poster.
Reason of review
Poor customer service

I wanted to order a rug for my staircase called Empire Today, (that was my first mistake); A salesmen came over measured thenI picked out my rug...simple enough right? Wrong!

The first time I had an appointment they cancelled due to weather. Second time it was re scheduled for latter that week. Empire showed up, however, due to the salesmen measuring blunder the carper was too small. That's two separate days of taking off from work for no reason.

I called customer service pissed off just like anyone else would after loosing two days of time from work. They assured me it would be rectified. So for the third time I make arrangements at work to be there for the carpet. I'm waiting at home I get a call from customer service cancelling the installation because the product I ordered is out of stock.

Are you for real! NOW I'm livid I call customer service they act like it's no big deal why I should be upset? really? Do these people lack apathy?

I wasn't satisfied with their answer so I decided to go right to the top and contact the CEO of Empire Today. I explained my situation to his secretary she contacted the district manager Evan. We spoke, she said it will be taken care of and the rug will be installed on the next day. Well guess what happens next?

No it didn't get installed I was cancelled on again. Called Evan again told her what happened I even explained to her I would take a shade lighter or darker if they didn't have my exact color. Then I once again called the CEO secretary and informed her on the same information I told the district manager. Today 12/9/16, I was supposed to get my carpet installed, I was told by the CEO secretary after 4pm.

The installer arrives around 7pm, ok at least he's here and my rug is going to get installed. Wait..... what's that the installer tells me.... they sent him out with the same rug that was too short!

Can you believe after going through all the channels from customer service to upper management all the way to the CEO's secretary the same problem still exists. To add insult to injury I was reading the invoice for the measurements and I read on the top "threat customer" lol...

Is that because I called customer service livid stating that I will contact every media outlet and blogger to warn people of how horrible your service is? That's not a threat it's a promise!

3 comments
Anonymous
#1256064

can you post the number for the CEO, I am dealing with the same HORRIBLE customer service, and they have cancelled twice on me this week, with none other than lame excuses, disorganization, unreliable employees, disappearing salesman, and zero apathy. Their advertising is the opposite portrayal of what they deliver!

I am still waiting for a call back after having taken 2 days off work with no carpet installed yet, and spent 75 minutes on the phone TODAY with NO INSTALLATION and now not even one scheduled!

I believe they will be redeeming their "installed by Christmas or its free" promise with me before this is over!

UNBELIEVABLE!

Kennidy
#1254236

Dear Customer,

We sincerely regret to hear about the events that occurred throughout your experience. We assure you that we never want our customers to feel this way.

We want to follow up with you to learn more, but unfortunately are unable to locate your account with the information given.

Please email your concerns to customersupport@empire-today.com and mention "PC Posting" the in subject line.

Thank you.

Billiejean
#1254840
@Kennidy

Just like everything else "Lies"

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

Empire Today - Flooring Installation Review

Dear Sandra,
We are sincerely disappointed to hear about your experience. Your order has since been cancelled per your request. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#970376 Review #970376 is a subjective opinion of poster.
Reason of review
Poor customer service

We paid to have flooring installed today and instead they didn't show and didn't call into supposably offset the inconvenience of taking an entire day off of work they offered a measly $200 discount on a product that was overpriced from the get-go terrible service contacting customer service is a joke and their floor managers have no business taking Management phone calls

1 comment
Kennidy
#1254229

Dear Customer,

We regret to hear about your experience and assure you that we want to help. Unfortunately we are unable to locate your account with the information provided. Please email your account information to customersupport@empire-today.com and mention Pissed Consumer in the subject line, so we can further assist you.

Thank you.

Empire Today's reply to:

Empire Today Carpeting Review

Dear Customer,
We regret to hear about the lack of follow up that have received. 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 Pissed Consumer in the subject line, so we can further assist you. We look forward to hearing for you.
Thank you.
Review
#969609 Review #969609 is a subjective opinion of poster.
Reason of review
Order processing issue

100 percent agree with these posts. Worst customer service of any company.

Quick to schedule an appointment and take a deposit, but not so quick to follow up to changes. Representative cannot be reached except through their 1800 number. He claims he is trying to contact the regional office as he has moved from the area and I never get a call back. No one answers the regional number in Nashville and messages do not get returned.

According to the telemarketing team there is only one number to corporate office and it routes you back to them.

6 calls in two weeks, no flooring, no communication from them and don't figure I will ever see my deposit. But I guess they won't ever read this message

Empire Today's reply to:

Cancelled Install the day before | Empire Today review

Dear Mr. Robbins,
We appreciate you making us aware of your experience, and understand that we are currently working with you towards a solution. We will continue to ensure that your concerns get addressed.
Thank you.
Review
#969441 Review #969441 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Scheduled a whole house carpet install three weeks ago for this week. Of course you disrupt your whole house to prepare for the installers so that they can just walk in and begin.

This morning someone called and left a garbled voicemail cancelling the install because they were too busy. When you call the phone number of the local office it just keeps recirculating the welcome message. After two phone calls to national customer service one of the reps called us back and asked to reschedule the following week.

There was no discussion or alternative to rescheduling and we had to take additional days off work to accommodate them. Why the huge ad campaign if you can't handle the sales?

3 comments
Triana
#1255301

Took another day off from work to accommodate Empire's rescheduling and - they didn't show up again. This morning they called and were very confused by the job order - remove carpet and replace carpet.

They scheduled another installer for this morning, after he finishes another job, so hopefully they will begin the job today- or start it.

I don't have many vacation days left so this is becoming more and more unpleasant.

Triana
#1254838

So I sent you(Empire) my email address and contact info again and there was no response. Today was the rescheduled day for the install - guess what?

They are still not here and I took another vacation day. I can't wait to review the install if it ever happens.

Kennidy
#1252195

Dear Customer,

We regret to hear that you were inconvenienced by a missed installation, and assure you that we want to help. Unfortunately we are unable to locate your account with the information provided. Please email your account information to customersupport@empire-today.com and mention Pissed Consumer in the subject line, so we can further assist you.

Thank you.

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

Empire Today Flooring Installation Review

Dear Mr. Barsanti,

We regret the lack of follow up that you initially received, and understand that we have since completed your installation. For any additional concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#968587 Review #968587 is a subjective opinion of poster.
Reason of review
Poor customer service

Waiting for my service to be completed .. already called 5 times ..

no resoluion given.. need to wait for a call in the.

Next 24 hours but it has been 5 days Called in again.. same responde Worst ccustomer service and flooring company ever

1 comment
Kennidy
#1251516

Dear Customer,

We are disappointed to hear about your experience. We want to follow up with you to address your concerns, but unfortunately we are unable to locate your account.

Please email your concerns along with your account and contact information to customersupport@empire-today.com and mention Pissed Consumer in the subject line.

Thank you.