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Empire Today's reply to:

Empire Today - Flooring Installation Review from Carmichael, California

Dear Erin,
We sincerely regret that your installation had a rocky start. We are aware that we have addressed your concerns. Feel free to contact us at customersupport@empiretoday.com if you continue to have questions regarding your experience.
Thank you.
Review
#926791 Review #926791 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy

I was first helped by an amazing sales representative, Vicki, who dig a great job helping me choose flooring for my whole house. I was getting 2 rooms and my hallway done with hardwood and 4 bedrooms with new carpet.

The installation date was for the following Wednesday and Thursday for the hardwood and the following week on Wednesday for the carpet. On the morning of the first Wednesday I got a call an hour into the appointment window telling me they did not get the shipment in and they were cancelling the appointment. Irritated, I spoke to the manager, Matthew. He apologized and gave me a $200 credit, about 2% of the total cost, and promised my house would be complete by the 1st of October.

I moved all the small things out of the 6 rooms only to hear back that the shipment still did not come in add promised.

When I called back and spoke to Matthew for the second time, he told me to choose a different flooring. I can now not get ahold of anyone from Empire to help me.

I am very dissatisfied with the service. I'm currently looking for a full refund and I'll choose another company to help with my house.

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Empire Today Really Does Make Beautiful New Floors Easy!

We just had wood looking tile put in our hallway, living, dining, and bedroom. Jed C. came out and showed us some different things after getting a sense of what I was looking for. He was VERY patient with me and my husband. THEN he went outside so we could discuss our options together. He never pushed us or made me feel uncomfortable and he didn't use scare tactics. He was awesome. We felt very comfortable with the product he showed us and he explained all the features. We bought it! The financing options were really good too. The installation supervisor was Miguel. What a great guy! We really lucked out with him because once the installers got the living room done I had a hissy fit. I hated one of the tiles that was dispersed throughout. I felt like I got the wrong tile- like a knockoff version of what Jed showed me. Jed came back! He had the tile he showed me and I compared it to those I received. With the exception of that one ugly one, I felt a lot better. He didn't have to come back, but he did to make me feel better. He also stayed to help me and Miguel make a plan on what to do about the ugly tile. Miguel had his installers replace the ugly tiles for me, and then made sure I got the look I wanted. The two installers did not speak English, but it didn't matter because Miguel was right there all along. The best thing about these two guys was that they always answered the phone and called back. Even when I left a message for Jed, the salesman, that clearly stated I wasn't happy he still called back AND came over to my house. My tile is gorgeous. They did a great job, and so fast!! T N
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Testimonial

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

Review
#1013205 Review #1013205 is a subjective opinion of poster.
Reason of review
Good quality
Empire Today's reply to:

Hurry Hurry | Empire Today review from Des Plaines, Illinois

Dear Customer,
it’s disappointing that you weren’t happy with your sales experience. We’d like to speak with you more to better understand what happened. However, we aren’t able to look up your account with the information provided. Please send your account and contact information to customersupport@empiretoday.com so we assist.
Thank you.
Review
#924704 Review #924704 is a subjective opinion of poster.
Tags
  • Lying Eyes

From the git-go I was being rushed into deciding on the few samples brought that I said I didn't ask to see such samples and was only interested for the requested samples and colors I spoke when I made the appointment. This guy wanted me to make a decision and as the other comment posted did the same rush to sign and install.

Told him not interested and by then he said if I sign to install he'd give half off!

I told him I don't make decisions like that and he had nothing to offer me that I liked in color or in tile or anything right now and I had someone coming in a few minutes and if I was interested still I would call and he could come back! Of course I didn't do that because when red flags are waved at me I listen!!!!!

Empire Today's reply to:

Empire Installed 3 Rooms of Flooring | Empire Today review from East Hartford, Connecticut

Dear Theresa,
We have read your review and sincerely regret that your experience with us was not a positive one. Our records show that we have attempted to contact you to discuss your experience. If you continue to have unanswered concerns, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#922791 Review #922791 is a subjective opinion of poster.
Cons
  • Customer service and product was not what i originally chose
Reason of review
Bad quality

In the begining the customer service agent butters you up and praises on how well of a job they will do. However, that is far from the truth!

I had hard wood flooring installed in my living room, along with laminate in bathroom and enclosed porch. The first day of installation everything went well, they sent out a few employees and they managed to finish most of the work. This problem occurred when they ran out of supply! They came back 3 times with the wrong color wood.

They tried to say that the mood varies but this wood was much lighter and did not match the others. In addition to not finishing the installation the wood in the living room is very Noisy doesn't seem like quality flooring. I was the one calling them time and time again because they kind of forget about you once you pay. So far they have made promises on installation dates and I had cleared the day to be there only to get a no show!

And again me calling them! It has become so extensive that now I am trying to get my money back and I will call a different company to install the flooring!

I'm very dissatisfied with this company please do not do business with them! You will regret it, I know I do!

Empire Today's reply to:

Worst experience of my life | Empire Today review from Saint Petersburg, Florida

Dear Jolene,
We are disappointed to hear about your experience and assure you that this is not the level of service that we expect for our customers. We understand that time has elapse since your posting, if you continue to have questions or concerns regarding your experience please email us at customersupport@empiretoday.com with both your concerns and account information.
Thank you.
Review
#922323 Review #922323 is a subjective opinion of poster.
Pros
  • Honesty of the vinly installer
Reason of review
Problem with delivery
Loss
$2000
Preferred solution
Full refund

The week of 9/29 I had an empire sales rep out to my house to provide me a quote for new floors. I explained to the sales rep that since I am not made of money I really only want to cover the original tile in the living space.

His response was Empire will only do vinyl or carpet because my house was built in 1958 the floors are not level. He showed me samples of the vinyl which I was impressed with so I contracted with Empire to come out on 9/8 to install the vinyl floors. The day before the scheduled install 9/7 they called to verify that someone over the age of 18 would be available to greet the installers and let them in. The day of the original install date of 9/8 Empire called me not to give a time but to cancel the install without saying why.

Since my house was already ripped apart and belongings put away in prep for the install I was not happy but I rescheduled the install for 9/16 with a $1000 discount off the original price. As it turns out the 9/16 date was a "fake" date and it will either happen on that day or they will reschedule again. The vinyl installer showed up and took one look around and stated I can't put vinyl over these floors because in 6 months the grout lines would be visible through the vinyl so I canceled that install and called empire back. Now I am really angry that a salesman would sell me a product I could not use.

That salesman as I understand it no longer works for Empire which is good but in the meantime I am down 3 1/2 weeks and $1000 deposit with not even a prospect for a new floor. The woman I spoke to said she would have a new sales rep call me to schedule a time to look at laminate samples...the new sales rep called over the weekend and we scheduled 9/19 @ 5:30 at my home. Well he was a no show and no phone call either. At 6:30 I sent him a text and told him not to bother I am not doing business with Empire.

Now I am waiting for my $1000 deposit back and since they withdrew the deposit from my account I have to wait 3 to 5 days for my money to be returned to my account leaving me without new floors and having to wait for my deposit before I can contact another flooring company. This company SUCKS....their sales people are highly unqualified and they just really don't care about the huge inconvenience they have cost me over the last 3 1/2 weeks as I have dismantled my entertainment center in prep for the install and my house is a disaster and has been since this process started. I am done dealing with empire and if you are a smart consumer you won't do business with them either.

The only positive out of this whole nightmare was the honesty of the vinyl installer for which I am truly appreciative.

Empire Today's reply to:

Highly dissatisfied with Empire Today

Dear Robin,
We understand that your time is valuable and we regret to hear that your installation was not completed as planned. We assure you that your concerns are important to us and we'll be following up with you shortly to discuss this matter in more detail.
Thank you.
Review
#921601 Review #921601 is a subjective opinion of poster.
Cons
  • Quality of the job
  • Customer service poor
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

I am highly dissatisfied with my overall experience with Empire Today.

Even with a "50% off" sale, the price far exceeded what I had expected to pay. Even the medium quality carpet is thin and the carpet backing can be seen when I brush my hand over the carpet surface. This was not like the sample I was shown.

The first time the installer came, it was at the last possible time based on the quoted time frame I was given. Not only that, but the installer was not prepared, stating that he didn't know he'd be installing onto cement and hadn't brought the correct glue. This was clearly the fault of the person who came out and gave us the quote. We were given no option at that time to reschedule our installation, just told that they would be calling us. After 5 days with no call, I received an e-mail informing me they would be back the following Saturday at Empire's convenience. When we called to verify that date and time, and express our confusion at how this was rescheduled without our knowledge we were passed around to multiple departments, all claiming they had no authority to make it right. One "manager" did promise to make our installation the "first off the truck". The quoted time frame we were given was between 8am-6pm.

At 12:30pm, an unmarked, rickety white van pulls up. Two men with no uniforms and unkempt appearances came out and showed me the Empire order form. Had my husband not been home, I wouldn't have let these people in my house.

While they installed relatively quickly, they kept to themselves and didn't provide any level of customer service that I expected from a company like Empire.

Empire Today's reply to:

Poorly Trained | Empire Today review from Winchester, California

Dear Rick,
We regret your experience, but understand that we have spoken to you in regards to your product concerns. For future questions or inquires please contact customersupport@empiretoday.com with your concerns and account information.
Thank you.
Review
#918805 Review #918805 is a subjective opinion of poster.
Reason of review
Poorly trained Salesman
Preferred solution
Just to inform Corporate

An Empire salesman shows up today, I tell him upfront that I'm only interested in 6.6 nylon carpets. He goes out to his car and brings back just one (1) nylon sample to pick from.

When I appear displeased to have only one selection to look at he then tries to sell me on polyester fiber.

I ask him for the specs on the one sample he did bring, when I asked him what the carpet's "density" is, he has no idea what I'm talking about. He calls his supervisor and she has no idea what the term "carpet density" is.

Empire Today's reply to:

WEAK LOUSY CARPET | Empire Today review from South Windsor, Connecticut

Dear Customer,
We have read your review and are disappointed to hear that your product is not meeting your expectation. We want to learn more, but are unable to locate your account. Please email your concerns to customersupport@empiretoday.com so that we can follow up with you.
Thank you.
Review
#916121 Review #916121 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$6000

JUST 3 YEARS AGO I PURCHASED WALL TO WALL CARPET FROM EMPIRE. NOT EVEN 3 YEARS INTO IT IT IS SO WORN LOOKING.

STAINS SHOW UP SO READILY NO MATTER NOW CAREFUL I AM. I AM A NEAT FREAK AND THIS CARPET IS A TOTAL DISGRACE. I WAS TOLD BY MY REP THAT IT WOULD LAST 10 GOOD YEARS AND DEFINITELY ADD TO THE VALUE OF MY HOME. NO WAY.

I SPENT $6,000 AND I AM SO UPSET AND DISAPPOINTED BY THIS PRODUCT. I DEFINITELY FEEL I SHOULD BE TAKEN CARE OF AND THE WHOLE RUG SHOULD BE REPLACED. AND MY LAMINATE THEY DID IN MY KITCHEN AREA IS *** TOO. I AM CONSTANTLY ON MY HANDS AND KNEES WIPING THE SMEARS AND SPOTS.

IT'S A DARK SHINY PATTERN THAT KEEPS SHOWING NASTY SPOTS. BUT THE CARPET IS TRULY A VERY BAD PRODUCT.

ALL MATTED DOWN. YOU ABSOLUTELY FEEL LIKE YOU'RE WALKING ON A FLAT BOARD.

Empire Today's reply to:

HORRIBLE CUSTOMER SERVICE | Empire Today review from Tacoma, Washington

Dear Customer,
We have read your review and are disappointed to hear that your experience with us was not a great one. We want to help, but are unable to locate your account with the information posted. Please email both your account and contact information to customersupport@empiretoday.com for further assistance.
Thank you.
Review
#915035 Review #915035 is a subjective opinion of poster.
Reason of review
Poor customer service
Tags
  • horrible staff

My husband and myself have been searching for a reputable carpet company.. called up Empire in Tacoma,WA was greeted with disdain. asked about an estimate and how much for install and was met with rudeness and treated me like i'm dumb. I highly suggest that you never ever ever call them. I told the guy well you wont be getting my business *** and hung up. apparently i need to use 100 words so here goes...........................................................................................................................................................................................................

Empire Today's reply to:

Awful customer service | Empire Today review from Chula Vista, California

Dear Customer,
We regret to hear that you feel this way and assure you that we want to help. Unfortunately, we are unable to locate your account with the information given. Please email your concerns to customersupport@empiretoday.com for further assistance.
Thank you.
Review
#914805 Review #914805 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Let the company propose a solution
Tags
  • Flooring Installation

You will probably find the initial contact to be extremely positive, polite and cordial but after installation and overcharging you, you will never hear from them.

Forget claims o credits!!

This is a company so far away from following up with their promises. Save yourself all the painful dealings with a bureaucratic, awful company. The fact that the company doesn't have an office or place were you can walk in and complaint, makes them feel empowered. Customer service never answers, and when they do, they have the worst attitude. They won't put you through any managers, they will leave you on hold until you hang up.

Your salesperson sho claims to be a sales manager at the sales appointment, will never call you back.

I believe the company has no clue how to run a true customer service oriented business. You will hear about their customer service comparison to apple......do not believe that. The customer service resembles a Wal-Mart. Truly disappointed.

Stay away!!!