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Empire Today's reply to:

Empire Today in Bath, Pennsylvania - Worst experience ever

Dear Customer,
We have read your review and are disappointed to hear that you were inconvenienced by a delay in your installation. We want to make things right, but are unable to locate your account with the information posted here. Please email your concerns and account information to customersupport@empire-today.com, and mention PC in the subject, so we can further assist.
Thank you.
Review
#944636 Review #944636 is a subjective opinion of poster.
Reason of review
Order processing issue

They sold us the carpet and told us they would install in two days. We made arrangements and re-arranged our schedule to accommodate and they cancelled on us 30 minutes before delivery because they didn't have the material.

They were rude and told us that we should understand that they are really busy and can't fill all the orders, and it's not their fault that they didn't have the material we purchased. They had no supervisors to speak to and didn't return our call for 7 days. The sales person wouldn't return our calls, we had to call 20 times and we are 1.5 weeks later and still waiting for the carpet to be installed.

DO NOT DO BUSINESS WITH THEM! They are unorganized, unethical, and completely unapologetic.

Empire Today's reply to:

Empire Today in Oakland, Tennessee - Save your blood pressure DON'T USE Empire!!!

Dear Mr. and Mrs. Hogwood,
We are disappointed to hear about your experience and assure you that we never want our customers to feel this way. Your concerns are important to us, and we will be in contact with you soon to discuss this matter in more detail.
Thank you.
Review
#943709 Review #943709 is a subjective opinion of poster.
Cons
  • How our work order was not handled well
  • Quality of the job
  • Way the installation went and the end product
Reason of review
Bad quality

I used Empire Today for bath and entry way tile, also for carpet in the hall and bedrooms. Huge Mistake!

Steve the Memphis, Tn. General manager is an ***! They turned a one or two day tile job into a week and are still not complete. Did not level the floor in bath before laying tile.

Grouting not level and lines are different sizes. Grout not the same color. Left a big mess on carpet, walls and doors. Broke the transition between the entry hall tile and laminate in the living room and replaced with some *** that doesn't match.

Lied about it being complete and I guess signed the paperwork themselves. Left nails in the driveway. Carpet installation was a little better. Furniture movers scratched walls bad.

After the job was done the installer layer his clip board on my $32,000 Harley Davidson in the garage and scratched it? WOW! Still waiting on Steve's boss to call me to fix this mess. Save yourself some pain in the a@@ and Don't use these idiots!

You get what you pay for, they are cheaper, but SUCK!

Empire Today's reply to:

Empire Today - Customer Care Review from Durham, North Carolina

Dear Customer,
We have read your review and are disappointed to hear that you were inconvenienced by two missed sales appointments. We want to make things right, but are unable to locate your account with the information posted here. Please email your concerns and account information to customersupport@empire-today.com, and mention PC in the subject, so we can further assist.
Thank you.
Review
#943681 Review #943681 is a subjective opinion of poster.
Reason of review
Poor customer service

Made an appointment for a free estimate, never showed. Called to ask what happened, "oh please reschedule for an additional 10% off".

Ok, so i did. Again, didnt show or even call!

Empire Today's reply to:

Empire Today in Brooklyn, New York - Have chosen differently

Dear Cynthia,
We are disappointed to hear that you were not satisfied with your experience. Per your request we have since cancelled your order and processed your refund. For any future inquiries please contact us atcustomersupport@empiretoday.com.
Thank you.
Review
#942370 Review #942370 is a subjective opinion of poster.
Cons
  • Being put on the phone with 3rd party
Reason of review
Poor customer service

The installer came installed the carpet went great. Went to install bathroom and kitchen and told me I was sold incorrect flooring he could not do the job.

The installer was GREAT. Then after having given the sales rep $2600 cash and job being done before 2:00pm the installer was sent back to get $1700+ from me. The person on the other end of the phone was very unprofessional talking to me about money that was clearly already given to empire. All this while dealing with my mothers death the day after order was placed put so much added stress.

HORRIBLE BUSINESS PRACTICE. WILL NEVER DEAL WITH THEM AGAIN NOR RECOMMEND THEM!!!!!!!

Empire Today's reply to:

Empire Today - Carpet Flooring Review from Benson, North Carolina

Dear Darlene,
We know that your time is valuable and regret to hear that you were inconvenienced by a missed appointment. If you continue to have questions or concerns regarding your experience, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#941764 Review #941764 is a subjective opinion of poster.
Reason of review
Poor customer service

I had appointment this morning and when there was a no call/no show from Empire, I called them. I was told it was "unscheduled" but they neglected to let me know.

UNBELIEBABLE!! Rotten way to treat someone who wants to give you business, maybe it's because today was the last day of advertised 50℅ special.

Empire Today's reply to:

Empire Today - Carpet Flooring Review from Curwensville, Pennsylvania

Dear Customer,
We regret to hear that your experience has not been a great one. We want to help, but unfortunately we cannot 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
#941318 Review #941318 is a subjective opinion of poster.
Reason of review
Bad quality

We got carpet in 2013 from Empire. Was to be the "highest quality" they have.

Within 6 months the carpet began peeling away from the backing. Empire came in and said it was defective and replaced all 1200 sq foot. Within a year it occured again. Their inspector came in and took a "sample" leaving a quarter sized hole that they later refused to replace.

The "3rd party" inspector stated it was not a defect and they decided to stretch the carpet where it was peeling away and reglue it only after I contacted BBB. It was okay for about 2 months and then began to do the same thing. Empire offered me "better quality carpet." For "$400" a room which is hilarous because they assured me I had purchased the best to begin with. I later dropped the issue and am just waiting to save up to buy better flooring for our home.

Never would recommend anyone to this company!

Their salesmen lie, their customer service is rude, and their warranties have a lot of loop holes.

Dear Amber, We sense your frustration and are disappointed to hear that you feel this way. We understand that we have addressed your concerns. If you continue to have questions please contact us at customersupport@empiretoday.com. Thank you.
View full review
Review
#940090 Review #940090 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - Customer Care Review from Fort Washington, Maryland

Dear Don,
We are disappointed to hear that you were inconvenienced by a missed sales appointment. If you wish to reschedule your appointment in the future please contact us at 800-588-2300.
Thank you.
Review
#939852 Review #939852 is a subjective opinion of poster.
Reason of review
Poor customer service

On line appointment system a total joke. Had late appointment tonight, i called to verify was told sales person would call.

Never called during appointment window. 800 no called well after appointment window closed to rrschedule.

What a wasted evening. Empire today is useless!!

Empire Today's reply to:

Empire Today - Linoleum Installation Review from Stamford, Connecticut

Dear Gregory,
We regret to hear that your experience has not been a great one. We want to help, but unfortunately we cannot 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
#939458 Review #939458 is a subjective opinion of poster.
Reason of review
Bad quality

Linoleum was installed on an angle and the installer said that the kitchen cabinets were not aligned properly instead of admitting that he had screwed up the install. Called customer service and had to drive 135 miles to the install location, my summer cottage, to meet with a manager, to get agreement on reinstall.

Came

back out to the house this week for reinstall of Linoleum. It is now 12 noon and the installer has not shown up yet. These people are the absolute worst company to deal with.

Forget about the price!!!!!!! They suck!!!!!!!!!!!

Empire Today's reply to:

Empire Today in Apple Valley, California - Worst Flooring Company EVER!!!

Dear Dawn,
We are disappointed to hear that your product did not meet your expectations. Our records show that we have been in contact with you since your last posting. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#938786 Review #938786 is a subjective opinion of poster.
Pros
  • Quickness of install
Reason of review
Bad quality
Loss
$3000
Preferred solution
Full refund

I have used Empire twice (because I believe everyone deserves a second chance) but both times my install jobs were a nightmare! The first time a couple of guys who spoke no English showed up in a beater truck with Washington plates at 9 AM--and at 9 PM they were still trying to figure out how to lay the tile!When the job was finished the tiles didn't match up and they had glued cheap plastic edging over my existing baseboards with a reddish adhesive smeared everywhere--it looks a mess.

Years later I thought I'd try them again for carpet--after all--how hard could that be?

The first day they showed up and tore out all my old carpet only to discover they didn't have enough new carpet to do the job! The second day they showed up, threw the stuff down and took off in a rush--with a half-*** install job which is now lumping and sliding down the stairs!

I called customer service and they sent someone out who told me it had been installed incorrectly over the wrong padding and the whole job would need to be redone. Three weeks later--no word from anyone.

I call again and I am told by some snippy little customer service girl that the notes say the problem was caused by "pet damage" and they aren't going to do anything about it!!! I asked her if anyone bothered to look at the pictures and maybe notice the problem has nothing to do with "pet damage" and she says she will call me back the same day--a week later still not a word! I am now going to report this to the BBB because Empire's customer service is the worst and I am stuck making monthly payments on carpet that looks terrible!

STAY AWAY FROM EMPIRE TODAY! That's the jingle their commercials should use!