Carpet and Flooring Reviews - Empire Today
A leading provider of installed home improvements and home furnishings for over 50 years in over 45 major metropolitan areas across the United States. Empire Today Customer Service Team is there to assist every customer - they want to hear when customers are happy and they want to hear if there are any concerns that need to be addressed. Prior to posting on this site, please contact a member of their Customer Service Team directly first, they can be reached by calling 800-588-2300 or by emailing customersupport @ empiretoday.com. The company is a Shop-At-Home retailer offering quality, name-brand Carpet, Flooring and Window Treatments, fully installed pricing, a Low Price Guarantee, Professional Next Day Installation on many of its products and Financing With Approved Credit. Each purchase comes with an Installation Warranty along with a Manufacturer Product Warranty.
Latest review first
Empire Today: Dishonest, incompetent, unreliable
Horrible experience! Tried to get a new tile floor for my bathroom. Sales rep lied, said the floor would be installed Friday morning, 9 am. No one showed. At 7 pm the work was rescheduled for Saturday at 8 am. The installers finally showed at 2:30. They demanded full payment up front before beginning work. This is a violation of the NJ Consumer Affairs act. After ripping out my old floor, the installers said they could not complete the job because I needed to get additional work done by a carpenter. I called Empire. They are holding my money for 15 days. It seems that the only way they could return my money was to deposit the checks. But, Empire's accounting office only writes checks 2 days a week. So, I have to wait on Empire again. So much of my time wasted. And now I have no floor at all in my bathroom.
Empire Today in Bronx, New York - Most Awful Costumer Service I Have Ever Seen In My Life
Although Empire Today has great deals for carpeting and flooring their costumer service was absolutely horrendous. They called Friday to confirm our carpeting installation and said that they would call Saturday between 7am and 9am to tell us when they would install the carpet. 9:30 passed by and I was very confused why they didn't call. So we called costumer service and were on hold for a half hour, only to find out that they didn't have the carpet. They said that they would call back to find out more but another 2 hours went by and there was still no call. I called customer service again another person answered and said that he could reschedule our installation but no one knew if they even had the carpet. At this point I was so angry and frustrated, I tried calling our sales consultant but he wouldn't answer so I drove to the place. Long story short I 100% wouldn't go to this place, I would stick to locally owned businesses that actually give respect to their customers.
Dear customer, Your concerns are important to us, and we are saddened to hear that your experience was not an excellent one. We would like to follow up with you to discuss further, but unfortunately are unable to locate your customer account with the information...View full review
Empire Today - UPSET
We are military. Scheduled an appointment online. Salesman came out and my husband wasn't home. He wouldn't measure anything nor would he quote any prices. Said "can't do it if the other person isn't here..he stated that I had to purchase the carpet that day and they install the next. I ended up calling and speaking to a customer service rep who was to have a manager call us but of course it never happened. Found out that this wasn't true. They even had the nerve to call us this morning about rescheduling an appointment with them. I hung up. I will go with Luna or another company.
Dear LaTya, We know that this was a frustrating situation for you, and understand that we have addressed this matter. For future concerns please contact us at firstname.lastname@example.org. Thank you.View full review
Dear Lauren, We regret the delays in your installation. We understand that time has past since your posting, if you continue to have questions or concerns please contact email@example.com. Thank you.View full review
Empire Today Flooring Installation Review from Lancaster, Wisconsin
We recently had carpet and other flooring installed. The salesman was good, talk up empire and product as he should. Our install had been scheduled for 2 months and the morning of the install they called to say they didnt have a crew to do all the work. We told them this was unacceptable as this had been scheduled for 2 months. They asked to move it to the following monday which doesnt work when most people work durung the week. The install coordinator then said well let me see what i can do and will call you back. We waited over 2 hours and finally we called back and nobody seem to know what they were doing. After getting hung up on twice we finally got to a helpful customer service supervisor and he stayed on the phone with us and got both install crews to get the job done. They were 4 hours late but when the crews got to our home they did a great job. The problem with this company is they over schedule crews and crews dont know about it until it gets close to the install day. We will never use empire again and do not recommend the hassle that you will go through to anyone. Read all reviews, consumer complaints on this company, its a pattern.
Empire Today in Hilliard, Ohio - SAUL FLOOR SUPERVISOR OF TEXAS CALL CENTER OWNS EMPIRE
Absolutely worst experience ever! My mother purchased carpet from them and vinyl for installation. She is working on listing her home for sale. She spent a good deal of money with them. They canceled on the carpet install, after she'd taken the day to deal with it, because the truck broke down. Rescheduled for the next week, pushing back the listing of her home. Only they no showed. I cannot even believe how my mom was treated by these people. She made about 17 calls yesterday, which led her to Dayton, where she was offered 50 bucks for her inconvenience (LOL!) and an endless round of waiting for customer service at the 800 number. She was told about 3 by customer service that the installers had until 6 to show up and to call them back at 6 if they didn't make it. I heard from my mom about 6 times yesterday. Went to her place at 6 to take this fiasco over. OF COURSE, the local office is closed at 6. Nothing we can do for you ma'm, so sorry. I asked for a supervisor. I was given Saul, the floor supervisor at the Texas Call Center. Saul was empowered to do absolutely nothing. Ensured me that he was doing everything in his power to satisfy us, but see sentence above. I asked for Saul's supervisor, but was informed that Saul is the highest level official at Empire!!!! Saul the floor supervisor of the call center... is the end and be all at Empire. WOW! I work for a tiny little healthcare system and we have a huge leadership structure and a board. Apparently Empire doesn't need those kind of things. Based upon the treatment of my mother, it certainly appears likely. There is no way to reach anyone ever to assist you. I finally tracked down the guy who sold all this to my mother, who assured me that he was unable to reach a person either. He said he'd made lots of inquiries on my mom's behalf and received emails from corporate telling him THEY COULDN"T REACH THE COLUMBUS OFFICE EITHER. Wtf? LOL! According to Ed, he had 7 customers complain about their treatment and was concerned about how he was going to support his family when those customers canceled their orders and he lost the commission. I'm certain this will be deleted within seconds of posting, but feel as though I've been left no options but this for complaint. I will post at every single social media option available to me. I would like my mom treated with the respect and kindness that Saul, the sole owner, proprietor and accountable executive of Empire, would want his mom treated with.
Empire Today Customer Care Review from Wayne, Pennsylvania
Bad customer service! First floor installation had to be rescheduled and the day of the reschedule the guy never showed up. The third time trying to have this project done the guys came and took our money and left saying they were going to Home Depot. They never came back. We cx the order altogether. Still waiting for our refund. Also no one ever calls u back. When all of this was going down we called the guy who first ever came to our home and showed us everything. His name was Preston. He also never called us back. I guess that's what u get from a guy who comes to sell u something and he's standing there with his zipper down. We will never ever call them or recommended them to anybody. It's been a total nightmare!! And if we don't get our refund, the next call we make is to the police!!
Empire Today Customer Care Review from North Richland Hills, Texas
Worst customer service ever. Once they get your money they completely ignore you. They say they are getting help but never return calls. They've had our money almost a month now and job still not done even though they keep confirming dates and don't show because they are out of product. They say they will offer us compensation but that was a big lie. I will never do business or recommend empire today
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