Empire Today's reply to:

Empire Today - Empire Flooring

Dear Iris,
We regret to read your post, but understand that we have since completed a product replacement for you. For any future concerns please direct to customersupport@empiretoday.com.
Thank you.
ID
#873653 Review #873653 is a subjective opinion of poster.
Cons
  • Nightmare
  • Installers not knowledgeable
Reason of review
Bad quality

My luxury tiles were installed in Feb. 2015.

The installers did not speak English which made it really hard to communicate, at one point I spoke to the 10 year old son who translated for his Dad. Empire was impossible to reach. When you call them you are getting a call center. In Feb.

2016 three tiles were replaced, surprise the corners are lifting again because the floor was never prepared properly. All of my kitchen tiles are cracked. Empire will replace 20 tiles. Some of the Armstrong tiles were defective, lots of luck contacting them.

A local tile place said Empire would take care of it since I bought the tile from them. Not so. Please just go to Home Depot, Lowe's or a local flooring place. The original installers no longer work for Empire.

This is such a nightmare. I have an open concept so when they replace tiles it looks like a checkerboard. I can't believe they are not taking responsibility for this nightmare. I will be more than happy to provide photo's of the damaged tiles.

Please don't use Empire or Armstrong products.

I am now contacting the Attorney General and Better Business Bureau. Really tried to resolve this issue with Empire.

2 comments
Anonymous
#1180236

Hi, I also had a ban experience with empire please let me know how things work out for you with the better business bureau because I'm thinking of doing the same thing if they do not respond to my situation soon

Kennidy
#1179211

Hello Aubrey,

Thank you for bringing your concerns to our attention. We regret the level of service that you received and would like to help make things right for you.

Unfortunately, we cannot locate your account with the information given.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.

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

Empire Today - Review in Household Services category from Rancho Cucamonga, California

Dear Harold,
We regret that your installation was not completed to your satisfaction and we understand your frustration. We would like to follow up with you to discuss your experience in more detail and help make things right for you. Unfortunately, we cannot locate your account with the information posted here. Please send your contact information to customersupport@empiretoday.com so that we can follow up with you. Thank you.
ID
#872163 Review #872163 is a subjective opinion of poster.
Empire Today - Review in Household Services category  from Rancho Cucamonga, California
Empire Today - Review in Household Services category  from Rancho Cucamonga, California

Horrible installation on my carpet. Laminate installer didn't show up twice I think I've had it with Empire.I got a whole room of carpet cockeyed

1 comment
Kennidy
#1178340

Dear Customer,

We regret that your installation was not completed to your satisfaction and we understand your frustration. We would like to follow up with you to discuss your experience in more detail and help make things right for you.

Unfortunately, we cannot locate your account with the information posted here.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you. Thank you.

Empire Today's reply to:

Beware of Empire Today!!!

Dear Betty,
Thank you for making us aware of your concerns. We understand that we have since completed the installation. For future concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#872130 Review #872130 is a subjective opinion of poster.
Reason of review
Bad quality

I ordered carpet from EMPIRE TODAY in Staten Island with their Salesman Tony (worst salesman ever!) and got the old bait-and-switch!!! I chose a high quality carpet and when it arrived it was low grade garbage!

No wonder EMPIRE doesn't let you have swatches when you make your purchase! They also insist on full payment PRIOR to installation. Luckily, I caught it early and cancelled my order. Even the installers said the carpet was cheap and not worth the amount I was paying.

Tony was useless when I called him. He complained that he was too busy to come back to my home to attend to the problem and hung up on me twice.

1 comment
Kennidy
#1178338

Dear Customer,

Thank you for bringing your concerns to our attention. We realize that your time is valuable, and we regret the level of service that you received.

We would like to help make things right for you, but unfortunately, we cannot locate your account with the information given.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.

Empire Today's reply to:

Empire Today - Empire Carper review

Dear Charlie,
Thank you for bringing this matter to our attention. We regret that your experience was not a great one and understand that you have chosen another company for your flooring needs. If you continue to have any future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#871713 Review #871713 is a subjective opinion of poster.
Reason of review
Poor customer service

Terrible experience with Empire.

Contracted to put carpet in two bed rooms. Both room had laminate flooring that was to be removed first.

The first group that came out stated it was not on the work order to remove the laminate and it was too much work. After numerous calls to Empire and not able to contact anyone locally, another group came out 10 days later.

This time they stated the floor under the laminate had absetoes and they could not continue. After some calls again to Empire, cancelled the project.

Contracted the project locally to Buddy'S Carpet.

Did an excellent job and saved $500.

Empire Carpet is ***.

Would not them carpet my dog house if I had one.

Charlie Borger

Kettering,

Ohio

1 comment
Kennidy
#1178330

Dear Charlie,

Thank you for bringing this matter to our attention. We regret that your Empire experience was not a great one and understand that you have chosen another company for your flooring needs. If you continue to have any future questions or concerns please contact us at customersupport@empiretoday.com.

Thank you.

Empire Today's reply to:

Empire Today - Not Sure Sold By Empire Review from Denver, Colorado

Dear Linda,
Thank you for making us aware of the issues you were experiencing. Our records show that we have addressed your concerns. For future questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#870479 Review #870479 is a subjective opinion of poster.
Reason of review
Poor customer service

My carpet is 7 months old. I started calling them a month after being installed because it was flat as a pancake.

Their costumer service is a joke. They sent someone out a month ago and AGAIN NO response from them. I want the carpet removed and a full refund. Very very upset with that company.

DON'T USE THEM.

LINDA SONN DENVER. 303 698 0607

1 comment
Anonymous
#1176744

Dear Linda,

Thank you for making us aware of the issues you are experiencing. We are disappointed to know that your product is not meeting your expectations.

We want to help resolve this matter soon and will be following up with you shortly to discuss your concerns.

Thank you.

-Empire Customer Support

Empire Today's reply to:

Empire Today - Wood flooring

Dear Carol, We would like to learn more, but unfortunately are unable to verify your Empire customer information. Please contact customersupport@empiretoday.com for further assistance.
Thank You.
ID
#868241 Review #868241 is a subjective opinion of poster.
Pros
  • Fast installation
Cons
  • Not resolving problems
Reason of review
Damaged or defective
Loss
$3000
Preferred solution
Full refund

HAD WOOD FLOORING PUT IN OCTOBER 2015 AND HAD 1 REPLACED WITHIN A WEEK IT WAS DAMAGED WHEN PUT IN AND HAD INSPECTORS AND PROCESS THEY REPLACED FLOOR AND THE SAME PRODUCT WAS DAMAGED AND INSTALLER WOULD'NT EVEN PUT IT IN.WE THEN DID AN UPGRADE AND WAS CREDITED FOR BAD FLOOR A 2ND FLOOR AFTER 1 MONTH STARTED TO STAIN I LITERALY SPENT DAYS ON THE PHONE SOMETIMES THEY ANSWERED MOST TIMES NOT!I DID EVERYTHING THEY TOLD ME TO DO AND STILL FLOORS STINK.I HAD FLOOR PEOPLE COME BACK,INSPECTORS AND TOLD BY 1 INSPECTOR THERE IS A PROBLEM,BY THE SALESMAN THERE IS AN ON GOING PROBLEM WITH THIS PRODUCT AND STILL NO ANSWERES.I THEN CALL CORPORATE AND THEY GOT THEM TO AT LEAST ANSWER ME IT IS NOW JUNE 2016 AND THEY SENT A INDEPENDENT INSPECTOR WHO SAID HE COULD NOT TELL ME RESULTS BUT EMPIRE WILL CALL ME IN A FEW DAYS.A WEEK WENT BY AND NO CALL I PUT IN MANY CALLS TO ALL I HAVE BEEN DEALING WITH EVERY DAY ONLY TO GET ANSWEREING MACHINES UNTIL I GOT SOMEONE.THE ANSWER WAS FROM THE INDEPENDENT INSPECTOR JUST MAINTAIN AND CLEAN WITH WATER.I WAS TOLD NEVER USE WATER AND ALL MY RESEARCH SAYS NO WATER..THIS WEEKEND I USED WATER BUT NO GOOD RESULTS AT ALL. THIS IS A CRIME!!

PLEASE I DO NOT RECCOMMEND EMPIRE I HAVE SPENT 30,000.00 DOLLARS ON FLOORING IN MULTIPLE ROOMS BUT THEY DONT CARE. THE ROOM WHICH NEEDS CHANGING IS A SMALL ROOM AND THEY SAY LIFETIME GAURENTEE-- YEAH RIGHT--I'M NOT DONE WITH THEM BUT I'M EXHAUSTED FROM THEIR ***

1 comment
Kennidy
#1175556

Hello,

We are disappointed to hear about your dissatisfaction with Empire. We would like to learn more, but unfortunately we are unable to verify your Empire customer information.

Please contact customersupport@empiretoday.com for further assistance.

Thank You.

Empire Today's reply to:

Empire Today - Review in Household Services category from Bailey's Crossroads, Virginia

Dear Abby,
We regret that your experience wasn't a great one. Our records show that your order was cancelled. If you continue to have concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#867204 Review #867204 is a subjective opinion of poster.
Reason of review
Problems with payment

Empire today was suppose to charge my account $50 dollars instead they charge the full amount of over $ 17k...the initial sales representative didn't want to escalate my problem only insisting that he will report my problem to his supervisor and it will take couple days for supervisor to get back with me .... I had to insist on talking to someone higher to get this matter resolve ...this is just plain poor customer service ...this situation cause me so much financial headache

1 comment
Kennidy
#1174503

Dear Abby,

We are sorry to hear about your experience. We will investigate further, and will follow up with you soon to help make this right.

Thank you for your patience.

Empire Today's reply to:

Empire Today Estimate Review from Saint Louis, Missouri

Dear Christiana,
We regret to hear about your dissatisfaction. Although time has passed since your post, we would like to address any unresolved concerns. You may mail your concerns and account information to customersupport@empiretoday.com.
Thank you.
ID
#866719 Review #866719 is a subjective opinion of poster.
Reason of review
Bad quality

I can't believe that I have to find myself in this situation about writing a negative review. But I really have to do this because I don't want someone else experience what I experienced from empire carpet.

I would have seen it coming. It started from getting a free in-home estimate. I waited for the rep to come to my house as scheduled but I didn't see anyone or even get a Courtesy call that no one was coming. When I called to find out what happened, I was told that they came but it was an empty house that no one was living in.

After that huddle I later got someone came in for estimate. I was scheduled for installment and was told that I have to make at least 10% of the total pay upfront. I did as requested. The installment day, I cancelled my son's therapy appointment, had to stay up after working night shift just waiting for the installment guys.

At the end, I received call that Empire doesn't have enough staff to install my carpet. I rescheduled again the same story. I rescheduled for the third time. This time I kept calling and begging them to not cancel on me.

Upon till the morning of the service. I was told that they were loading the truck and will call to let me know the time they were coming. I didn't hear from them and I called back to find out what time they were coming to my house. The next thing I heard was the same old story.

That they don't have enough staff go come to my house for installment. Now I ask them to cancel the service and refund my money. I was told that it's going to take 10 business days. Where in the world do you treat someone like that.

You don't provide service and you don't refunds money. I demanded to talk to the supervisor and was told that there was no one available for me to talk to. This is the highest glorified scheme I have ever seen. Please this is real.

Not made up. I can't believe this is happening to me.

1 comment
Kennidy
#1174109

Hello,

We are disappointed to hear about your dissatisfaction with Empire. We would like to learn more, but unfortunately we are unable to verify your Empire customer information.

Please contact customersupport@empiretoday.com for further assistance.

Thank you

-Empire Customer Support

Empire Today's reply to:

Empire Today - Worst Experience of my LIFE!!

Dear Carey,
We regret the situation, if you continue to have questions or unanswered concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#866679 Review #866679 is a subjective opinion of poster.
Cons
  • How our work order was not handled well
  • Lack monetary compensation
  • Sales person tactics
Reason of review
Poor customer service
Preferred solution
Price reduction

My sales rep came to my house on May 14th. I was replacing the floor in my whole house.

First quote was 18K but 1/2 price was 9k. I told him that was a joke, RiteRug was 7100 not 1/2 price. We settled on 6k but I had to pay in full that day... hesitant I paid in full..

Shame on me. My install was for May 28th. After no call from Empire I called on the 27th about the install and was told that someone would be here on the 28th. About noon on the 28th I get a call that they had too many call offs and needed to reschedule for June 8-9th.

I called my sales rep Bruce, who told me he quit a week after selling to me. He went on the tell me the company was a joke and this happened to everyone and he was tired of the complaints. He gave me the number to his manager, Mike. I called Mike and told him my issues and what I was going through and was promised a call back from him.

Never called me back. Carlos never called me back, NOT ONE PERSON EVER CALLED ME BACK. And I was told by about 6 people I would be called back over the course of the last month. The installers showed up on the 8th.

Nothing again them, they were great... The carpet people called on Thursday the 9th and told me they would be here at 1, at 3 I called empire cause I had heard nothing. I was told they would be here at 5... I called back at 530 and was told they could come late or I needed to reschedule.

I let them come late cause who knows when I would have ever seen anyone again. They show up with NO TRIM. I called empire back and was told they were sorry the trim was not ordered and they would call me back...shocking no one called me back. So Monday June 13th I called back, now over a month since I paid in full as required...

I was told someone would be out Thursday June 16th. Guess what, NO ONE IS COMING TODAY. shocking....

do not so business with this company. Terrible experience!!!!!

2 comments
Anonymous
#1175022

I will add that empire did not show up on Thursday as scheduled. I am now rescheduled for Wednesday the 22nd.

This will be 6 weeks from the day I was told to pay in full to have my floor complete.

That is if Emprie shows on the 22nd. Carey

Kennidy
#1174046

Dear Carey,

We regret to hear that your installation was not completed as scheduled. We assure you that your concerns are important to us and we want to help make your Empire experience a better one.

We will be following up with you soon to discuss this matter.

Thank you.

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

Empire Today - Horrible product/service

Dear Tonia,
Our records show that we have spoken to you in regards to your concerns and have conducted an inspection. For future concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#865685 Review #865685 is a subjective opinion of poster.
Pros
  • Were quick to install
Cons
  • Customer service
  • Quality of the job
  • Communication
Reason of review
almost all of the above
Preferred solution
Full refund

lament cheap peeling, rug unraveling in few areas. laborer was terribly inexperienced left work incomplete, empire told us to fix it ourselves. We have called and emailed Empire since December January for someone to come here and look at the carpeting and flooring. First rep. never showed up. One rep. told us service calls are 75.00, not true. It was a email phone tag for a while, I emailed them last June 3 stating I want action now or I will take action I haven't heard anything. CarpetPaladino Style Espresso Area Front RoomLaminateSimply Living QTR Oak Style Quiet Walk

.

1 comment
Kennidy
#1173544

Hello Tonia,

We are disappointed to hear that your installation was not completed as planned and regret the lack of communication you have received. We want to help resolve this matter and will follow up with you soon.

Thank you.

-Empire Customer Support

Empire Today's reply to:

Empire Today Carpet Installation Review from Detroit, Michigan

Hello,
We regret to hear that your experience as a sales rep with our company was not a positive one. Employee satisfaction is important to us and we have forwarded your message to our human resources team. We hope that you reach an amicable solution.
Thank you.
ID
#864988 Review #864988 is a subjective opinion of poster.
Reason of review
Bad quality

Yes, I am a sales person for Columbus market. It is my biggest disappointment after working in the floor covering industry for some 30 years.

Ive been with the company 3 months. Over half of my sales have not gotten installed when we schedule them. And the installation dept will not get it yogether. They just don't show and do not bother calling the customer!

Im sick snd tired of your company misrepresenting yourselves. From the very beginning until now you have had the WORST customer service I have ever subcontracted with. No one cares and sees any reason to correct your misrepresentation. Im completly beside myself in the handling of your budiness and the lies thst are told to me snd my customers.

You can call me at 614-323-4332. I look forward to hearing frombyou.

Empire Today's reply to:

Empire Today - Unhappy Customer

Dear Mark,
We are disappointed that your overall experience wasn't a great one, but understand that we have since completed your project. For future concerns please refer to customersupport@empiretoday.com.
Thank you.
ID
#858772 Review #858772 is a subjective opinion of poster.
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution

I just had Empire do some work for me, for the first time, and I though you might be interested in knowing why I am so unhappy and could never in good conscious refer you to any of my family or friends.

My wife and I have used Express flooring on 4 previous projects with good success, no issues, no problem. Projects started on time and finished on time. When it came time to install hardware flooring on our stairway and upstairs hall and carpet three bedrooms including the master bedroom we thought we would get Empire involved for some comparison pricing, because it was a good sized job. Empire provided us with a good quote, very competitive and the Empire Sales Rep matched Express Flooring’s price plus $100.00. We decided to select Empire, we were happy with the rep and he assured us, of course, that we would be happy.

Our hardware install date was Tuesday the 24th and was scheduled for two days. Here is a bulleted description of events:

The crew was scheduled for between 8 and 10AM, they didn’t show until noon, they worked until 5PM

The second day they finished the hallway upstairs only.

They had to come back a third day to install the stairs

They showed up late, took a lot of breaks including long phone calls

We had to move the carpet install from Thursday the 26th to Friday the 27th because the hardwood wasn’t complete

This was going to make our departure to Vegas a tight one

At 5PM on Thursday the 26th the hardwood floor installers said they were going to come back on Friday to finish

I objected and told them I wanted them to stay and finish and clean up

They left at 8:30PM. My wife and I did about 2 hours of clean up, including all the debris outside so we could get them out.

On Friday morning I got a call from the installation department saying that ‘there was an issue and they would not be able to carpet on Friday’. There went the Vegas trip.

I called the - the Sales Manager in the office and complained, telling him that our trip to Vegas was now ruined. (He was at the lake for an extended weekend - glad he could do that).

He assured me that he would have an installer at our home first thing Saturday morning to do the carpet.

The carpet installer didn’t show up until 12:30PM. The office forgot or did not schedule properly, because they called an installer who had the day off, and at the last minute scheduled him to do this project.

He left at 9PM without finishing the project.

Apparently they did not given him enough carpet for the master closet.

We were to have an installer out Tuesday to finish, but they informed us that it would now be Wednesday before the truck would be available with the balance of the carpet.

They scheduled us for Wednesday (today June 1) for between 8 and 10PM, the installer showed up at 1:30PM

So a 3 day job took up 8 days of our time

The job is now complete. On Tuesday I called the office General Manager and asked him if he was aware of the poor service and why I would be unhappy. He was not, and after I explained he assured me that they would have the installer at the home to finish on Wednesday morning (today) and that he would call me at 1PM to see how the final part of the install went and talk to me about some reimbursement because ‘I shouldn’t have had to do clean up work’. wow!

The GM did not call, and I never received any reimbursement.

My wife and I are kicking ourselves for not selecting Express. Working with Empire has been a nightmare so I’m sure you will understand I would never use Empire again and why I will share my experience on social media, so that others might take a hard second look.

2 comments
Kennidy
#1168013

Dear Empire Customer,

Thank you for bringing this matter to our attention. We are disappointed to hear about your installation experience and sincerely apologize for the inconvenienced.

We take your concerns seriously and will like to follow up with you regarding this issue.

Unfortunately, we are unable to verify your account information. Please contact us at customersupport@empiretoday.com for assistance.

Thank you

-Empire Customer Support

Anonymous
#1168062
@Kennidy

Job numbers 029TAAI622 and 029TAAI622. I also sent Mike Nadali, your VP of Sales and Operations an email detailing the issues.

No response. You should be able to validate now.

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

Empire Today - Horrible Experience

Hello Keith,
We never want our customers to be disappointed in our services and regret that your experience was not a great one. We understand that your order was cancelled. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#858658 Review #858658 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
Full refund

After multiple attempts to have carpet installed, and spending now around 6 hours within 3 days trying to resolve the existing issues, I cancelled my order and have filed multiple complaints against Empire. I was lied to, hung up on, and given a great deal of misinformation.

I wouldn't recommend this company to anyone, and I'm curious how they are even still operating given the numerous complaints I have found with the same issues. I went as far as talking with their cooperate office and after multiple conversations nothing was resolved and I have scheduled with another company to have my carpet installed.

This has been the worst customer experience I have ever had, and it was consistent in every level of their organization.

1 comment
Kennidy
#1168014

Hello Keith,

We have read your review and are sincerely sorry to hear that your Empire experience was not a great one. We never want our customers to be disappointed in our service, and we will be contacting you tomorrow to discuss the situation in more detail.

Thank you for your patience.

-Empire Customer Support

Empire Today's reply to:

Empire Today - Compensation for property damages

Dear Empire Customer,
Thank you for bringing this matter to our attention. We are disappointed to hear about your installation experience and sincerely apologize for the damage done to your home. We take your concerns seriously and will like to follow up with you regarding this issue. Unfortunately, we are unable to verify your account information. Please contact us at customersupport@empiretoday.com for assistance.
Thank you
-Empire Customer Support
ID
#858211 Review #858211 is a subjective opinion of poster.
Reason of review
Bad quality

do yourself a favor and shop for flooring elsewhere. Even Lowes or Home Depot will give you better value.

I went with Empire because I thought they would send Empire Employees to do the work. I got Curly, Larry and Moe of the very little english spoken variety. They were contractors. They got started and Moe took off to do another job, leaving Curly and Larry to finish up the job (whole house carpet install) They managed to damage a wall while moving furniture (rammed my sofa into the corner of my sheetrocked entry way hard enough to bend the metal corner edging and collapse the sheet rock.

They didn't let me know about it..I had to discover it 5 minutes after they left. They then managed to clip my brand new leather love seat with the sofa while lifting it over the love seat, peeling the leather off of the top back arm rest.I saw it happen and was trying to get their attention to lift higher when it ocured. When I pointed it out all I got was the "no speak english" stare and a shrug. Empire has been all lip service about paying to repair the damage, but has yet to send any kind of documentation for paying for it.

All emails and phone calls are ignored, or worse yet taken as very concerned with zero follow up. Buy your carpet at a big box store and pay one of their contractors....you will save thousands

Empire Today's reply to:

Empire Today - Wood flooring fraud

Dear Shirley,
We regret that your experience was not a great one, but understand that we have completed your installation. For future inquiries please contact customersupport@empiretoday.com.
Thank you.
ID
#858075 Review #858075 is a subjective opinion of poster.
Cons
  • Dishonest sales woman
  • Customer service and product was not what i originally chose
Reason of review
wrong product, poor cust. serv.
Preferred solution
Install wood floor for price promised and paid.

STAY AWAY FROM EMPIRE TODAY FLOORING COMPANY

From the time you call the number 800-588-2300 you will be pulled into their *** of:

1. Smiling deceitful sales staff who will bait and switch products on you;

2. Change products and pricing and say you authorized it;

3. Send a clueless installer who knows little to nothing of what he is doing; and

4. Blame the whole horrific experience on you.

5. If you think Customer Service is your friend, FORGET IT.

Find a HomeDepot, Lowes or a flooring company where you go in to pick out your product. Stay away from EMPIRE TODAY FLOORING.

1 comment
Kennidy
#1167470

Dear Customer,

We regret that your Empire experience was not a great one. We would like to follow up with you to discuss your experience in more detail and help make things right for you.

Unfortunately, we cannot locate your account with the information posted here.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.