Empire Today's reply to: Empire Today - Flooring Installation Review from Houston, Texas

Dear Jenee,
We are disappointed to hear about your experience. Although time has passed since your posting, we would like to address any unanswered concerns that you may have. You can email your concerns and account information to customersupport@empiretoday.com.
Thank you.
Anonymous
map-marker Houston, Texas

Empire Today - Flooring Installation Review from Houston, Texas

not happy on first day. Scratched walls baseboards not what we were told by salesman.

We will see what happens on second day. Empire will be contacted in the morning.

Reason of review:
Bad quality
1 comment
Kennidy

Dear Valued Customer,

Thank you for bringing your concerns to our attention. We are disappointed to hear about your dissatisfaction with Empire, and 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 - Unethical Sales Practices, Poor Quality, Terrible Customer Services

Dear Anne,
We appreciate you bringing your concerns to our attention. It is our understanding that we have spoken to you in regards to this matter. If you continue to have questions about your experience please contact us via customersupport@empiretoday.com.
Thank you.
Anonymous
map-marker Roswell, Georgia

Empire Today - Unethical Sales Practices, Poor Quality, Terrible Customer Services

Empire Today - Unethical Sales Practices, Poor Quality, Terrible Customer Services
Empire Today - Unethical Sales Practices, Poor Quality, Terrible Customer Services - Image 2

I am a homeowner who needed a quality upgrade to my existing carpeting as part of an effort to sell my house. I wanted something of good quality -- a step up from what was in the home -- that I would enjoy if my family and I ended up moving back into the home.

So this wasn't a case of putting anything in and we definitely didn't want "builder grade." The Empire Today salesperson was very critical of the old carpeting and made a big point of emphasizing that a sign of poor quality is being able to see the tracks of your feet on the carpeting. He even said our newer carpeting in the basement was of pretty poor quality for this reason. I was shown samples and advised (pressured) to take a particular brand of carpet. When I saw the finished product, I was distressed and hugely disappointed to discover that the capreting was of lower value than what the installers removed.

The installers even agreed with me! Very cheap looking! I complained to customer service and the escalation process has been half-hearted and inconsistent. Two different conversations, no follow ups.

The last person I spoke with "at the local Georgia branch office" said she would talk to her manager and get back to me "within a few hours." That was a week ago. I also tried to contact the original salesperson and the customer service line said "they would try to connect me" and then they came back with a cryptic "He didn't answer." No option to contact him directly. I have never been so disgusted by a company in my life! There is no follow through, non-existent professionalism, and salespeople who are like phantoms - more than happy to feed you empty promises, only to disappear and leave you with a *** product and no recourse!

I will never recommend Empire to any of my friends or work colleagues. Empire invests in a lot of "show" and very little substance. Buyer beware. Picture below shows Empire's product and the photo to the right a piece of my existing carpeting removed from the home.

The installers employed by Empire even admitted that my old carpet "was a lot better quality." You judge!

Loss:
$2800
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

1 comment
Kennidy

Dear Anne,

We are disappointed to hear that you are unhappy with your carpet purchase. We take your concerns seriously and want to learn more about this matter.

We will be following up with you soon to discuss.

Thank you.

Empire Today's reply to: Lying Salesman

Dear Pam,
We have read your review and are aware that we have addressed your concerns. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Anonymous
map-marker New York, United States

Lying Salesman

I am struggling with Empire right now. Salesman promised a call the night before to tell me when the installers would be here, or based on a customer service call made to me, by 6:30 a.m.

today. I got up early. No phone call except from someone trying to verify that I was doing the installation today but couldn't say when they'd be here. Three times I've been on the phone.

The last call I was put on hold for 14 minutes while someone "tried to call the installer" and then the call was disconnected.

My plan to do three more installations with this company are now canceled, and if I ever meet that salesman, I'm going to accuse him of theft. I am furious at this company.

Cons:
  • Enitre dealing - never again
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Kennidy

Dear Pam,

We have read your review and acknowledge your concerns. We are disappointed to know that you did not receive a proper follow up before your installation.

We will follow up with you shortly to help address this issue.

Thank you.

-Empire Customer Support

Empire Today's reply to: Never Again

Dear Customer, We are disappointed to hear about your dissatisfaction. We would like to learn more, but unfortunately we are unable to verify your customer information. Please contact customersupport@empiretoday.com for further assistance.
Thank you
-ET Customer Support
Kelise Xiw
map-marker Cleveland, Ohio

Never Again

1. Empire is a temp agency for contractors

2. Empire is overpriced $10,000 for 250sqft half laminate, half carpet

3. Claim to drug test and background check contractors. False

On Monday May 9, 2016 I was scheduled to have laminate and carpet installed. Well the contractors was a no call, no show. I called to cancel my services and empire tried to imply that it was my fault because I was suppose to call the contractor to make sure of the time they were getting started and the time that they were going to finish. 2 problem with that, I don't have the contractor's phone number and I'm to consumer they should be calling me. They gave me $2,000 of my project, but that came with a price. Contractor comes over the next day work for an hour then tells me he has a job to do but he can have his cousin who is out of work and has a little experience laying floor finish the job. Wait if your cousin is out of work and has little experience, how does he work for a company that does drug and background checks? This is where it gets good. Next day flooring company come back finish job, carpet people come to do their job. carpet people notice that the transistors are missing. Laminate people say carpet people are suppose to put transistors down. Carpet people say no, transistors are suppose to match the laminate floor to separate laminate from carpet. Now I for sure know that the laminate contractor has little experience. Now we have to wait for empire to order transistors. Get a contractor to put them down, then call the carpet company to come back and stretch carpet. Word of advice. Dealing directly with contractor and getting your own supplies or through contractor is thousands of dollars cheaper and less of a headache. Also It is good to have direct communication with contractor and not a third party

Cons:
  • Quality of the job
  • Misleading
  • Communication methods
Reason of review:
Poor customer service
1 comment
Kennidy

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 Laminate Flooring Review from Statesville, North Carolina

Dear Judy,
We regret to hear that your experience had a rocky start. We are aware that we have completed your installation, if you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Anonymous
map-marker Statesville, North Carolina

Empire Today Laminate Flooring Review from Statesville, North Carolina

Empire Today Laminate Flooring Review from Statesville, North Carolina

I have been dealing with my issue since first of Feb. I called and called before i actually got to speak to someone.

I was told to send pictures of my issue with my laminate flooring. I did. Took several calls before getting to speak to someone again. I was told the manager looked at my pictures and determine i had water damage.

I knew this could not be right. I kept on calling until i was told the manager would come yo my house to look at my floors. He looked very hard to find something i had done to cause the flooring to do what it was doing. He told me they would be back in 2 weeks to gix the problem.

After not hearing anything in 3 weeks i called several more times to speak with someone. I then was told they approve to replace only 14 boxes and made that consumption frome the pictures. Humm. I disagreed and ask that my whole floor be fixed.

I was told she would turn my complaint in and it would take 2 weeks before they would make a decision and get back with me. I waited 17 days this time and called again. Manager did not want to speak with me. I was persistent.

She told me the did not have my flooring anymore and would get the manufacturer to make some (14 boxes) i told her i didnt want my floors spliced up and replaced with something that would not match. She said they should match pretty close.

I have continued to ask for number of anyone higher up within empire and only have been told they don't know anyone else higher than who they have. Sharing 1 photo of my floors

Reason of review:
Bad quality
2 comments
Kennidy

Dear Judy,

Thank you for making us aware of the issues you have been experiencing. We assure you that we will follow up with you until your problems have been addressed.

-Empire Customer Support

Guest
reply icon Replying to comment of Kennidy

My problem is i need to speak with higher management. Can you give me a name and number

View more comments (1)

Empire Today's reply to: And Then They Screwed Me

Dear Paul,
We understand that we have addressed your concerns. If you continue to have questions please refer to customersupport@empiretoday.com.
Thank you.
Paul S Dyu

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
| map-marker Deltona, Florida

And Then They Screwed Me

Recently, I had met with an Empire Today sales rep. He sold me carpet and vinyl flooring for my house. He also arranged to have both installed on the same day. The carpet install team showed up an hour late and the vinyl team (man and wife) shoed up later. When the vinyl installer unrolled his vinyl, it was damaged beyond use. Rather than going to get another roll he opted to blow off the day and come back the next day causing me a loss of a day's wages (slightly over $400). The next day the vinyl installer showed up an hour late again. when I stated "you're an hour late" he responded with "do you want me to *** turn around?" (my story, the company interviewed the installer and he stated something different).

When I called the company to get reimbursed for my lost wages, I was given the run around and for over 4 weeks did not receive a return call. Finally, after contacting the operations manager, a regional manager called and offered $100, 25% of my loss. I declined am am contemplating my next move.

Do I recommend Empire Today? NO!

Paul Smulian

Loss:
$400
Cons:
  • Lack monetary compensation
Reason of review:
Problem with delivery

Preferred solution: return of lost wages

2 comments
Guest

I am having a problem with them two. Am waiting to hear or an air conditioning mechanic.

When Empire did the trim on my floor they busted a pipe and now aircon messed up. Plus, they came three times, each time didn't have enough material.

Half of it was done, then had to wait a week for order to come in. The whole deal has been a nightmare.

Kennidy

Dear Paul,

We are extremely disappointed to hear the issues you have been experiencing and regret that your installation has not been completed as scheduled. We will follow up with you shortly to address your concerns.

Thank you.

-Empire Customer Support

View more comments (1)

Empire Today's reply to: No show Empire

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
Anonymous
map-marker Norristown, Pennsylvania

No show Empire

Empire didn't show up after I drove 2 hours for an appointment. I wouldn't do business with them if they gave me the carpeting.

Oh and after I called and was informed they wouldn't be at my shore home until 930 they asked me if I wanted a $50 credit and I laughed at them, Then they asked me to hold on while they cancelled my appointment. At least my daughter and I had a good laugh at that one.

Needless to say I didn't "hold on"... I laughed for about 5 minutes at that one...

HAHA!!!

Reason of review:
Poor customer service

Empire Today's reply to: Empire Today Carpet Installation Review from Southwest Brevard Cnty, Florida

Dear Anthony,
We understand that time has passed since your posting, but would like to ensure that all your concerns have been answered. If you continue to have questions regarding your installation please contact us at customersupport@empiretoday.com.
Anonymous
map-marker Southwest Brevard Cnty, Florida

Empire Today Carpet Installation Review from Southwest Brevard Cnty, Florida

This is the WORST company I have ever dealt with ! We had carpet installed 5 weeks ago and they did the horrible job on our stairs.

We have had 2 people from empireout to look at them and both agreed the stairs should not have been left like they were. We were told the stairs and the other installation problems would be fixed. 5 weeks later we are still waiting.

We call multiple times a week and can never get anyone at the Orlando office to ever answer the phone. Our next step is to stop payment !

Reason of review:
Bad quality
1 comment
Kennidy

Hello,

We are disappointed to hear about your dissatisfaction with Empire. We assure you that we take your concerns seriously and never want any of our customers to feel this way.

We would like to help resolve any concerns you may have, 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 - Estimate Review from Newton, New Jersey

Dear Customer,
We realize that your time is valuable, and we regret that you were inconvenienced by missed appointments. We would like to help make things right for you, but 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.
Anonymous
map-marker Newton, New Jersey

Empire Today - Estimate Review from Newton, New Jersey

Suck so unprofessional! Canceled in home estimate 3 times made up three diff excuses each time!

I gave up!

Reason of review:
Poor customer service

Empire Today's reply to: Poor installation, lack of follow thru, contacting a lawyer!

Dear Lisa,
We regret that your experience was not a great one. If you continue to have questions regarding your installation please contact us via customersupport@empiretoday.com. Thank you.
Anonymous
map-marker San Francisco, California

Poor installation, lack of follow thru, contacting a lawyer!

To Bill at Empire!

I want you to know that I did not agree to sign a settlement agreement, nor will I. Also, after reading it, you stated that Empire is at no fault. You clearly stated that after seeing the inspection photos it was a poor installation and your company was going to redo our entire home. And, on more than one occasion you stated that the job was not done well and that you were sending your top installation team to re-install new carpet. On Tuesday, April 5th, your team arrived and informed us that they would be unable to do the job because of the padding. On Thursday, April 7th, Kendrick visited us to show us samples and from there we selected the carpet. YOU placed the order for the carpet chosen and scheduled installation for Thursday, April 14th.

At 11am, Wednesday, April 13, you left me a voice message asking me to return your call and I did. The following day, April 14th, I called at 7:32am, 7:45am, and 9:57am and finally heard back from you only to inform us that your company would not be installing carpet and ripping out what we currently have, and a refund would be issued.

The endless lack of consideration from the entire Empire team has left us with a very disappointing experience in regards to customer service and quality. The ongoing inconvenience to our lives and our home has put myself and my entire family on edge. The unnecessary expenses incurred due to Empire has left us no choice but to contact a lawyer in which we already have for all of the damages your company has caused.

Today was the absolute finishing touch when we received a phone call shortly after you and I got off the phone stating that the installers were on their way. Erin Lee arrived at our home to greet the installers and upon arrival, I informed her that you canceled the installation. The lack of communication between your whole entire team is unbelievable.

For the record, you sent the same sales person out to us to choose the carpet and if you wanted control of what we chose then you should have never given us the option. Your job as a business is to satisfy your customers in which you have not. As I stated in my review, I am not and will not be going away!

Loss:
$9000
Cons:
  • Lack of caring
  • Misleading
  • Craftsmanship
Reason of review:
Order processing issue
1 comment
Kennidy

Dear Lisa,

Your concerns are important to us and we are disappointed to hear about your experience. We never want our customers to feel this way and we will follow up with you again soon.

Thank you.

Empire Today's reply to: Very poor customer service

Dear Lydia,
We want to ensure that all your concerns were addressed. Please direct any unanswered questions to customersupport@empiretoday.com.
Thank you.
Octavius Yhx
map-marker Royal Palm Beach, Florida

Very poor customer service

Empire Today - Very poor customer service
Empire Today - Very poor customer service - Image 2
Empire Today - Very poor customer service - Image 3

Ordered carpet for my whole house and on Saturday February 6th 930 am one worker showed up?? Unreal!!

And left 830 pm!!! .. Nice worker guy and offered him foods n drinks and Nice carpet ...next day I walked to bathroom n feel sticky on barefoot and looked down its crack of marble and the worker put glue together n not mention to me that he cracked it .. And waited on Monday February 8thto called for $$ amount of refund carpet in one room that don't need to put new carpet ...

And amount of damage marble and they said they will issue credit back for damage .. all solved and next month of March I get my c.c bill by mail and noticed they only issued for return carpet .. But not issued credit for damage marble... And called March 23 same day after I got bill by mail and asked what happened to $$ of damage marble that didn't issued.

And they was sorry n will issue $$ refund of damage and couple days ago got c.c bill by mailed and they didn't issue refund and called this morning to find out what's going on??? And guess what the customer service said there's no note or mention about damage marble?!?!? And we never call them ?!?! Wow that's a lie!!!!

And refused to refund $$$ ... Empire carpet company is not a reliable company to do business with. T heir customer service dept does not keep their word and didn't refunds for damages done in my home as promised. I will not be doing business with them in the future nor do I recommend anyone else does.

Very poor customer service practices. Penny wise,pound foolish.

Loss:
$100
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Kennidy

Hello,

Thank you for making us aware of your Empire experience. We take your concerns very seriously and want to help resolve your issue.

Unfortunately, we are unable to locate your account with the information provided.

Please contact customersupport@empiretoday.com, so we can help address your concerns.

Thank you.

Empire Today's reply to: Empire Today Laminate Flooring Review from Southaven, Mississippi

Hello,
Thank you for bringing this to our attention. We to help! Please contact us at customersupport@empiretoday.com so we can start working towards a resolution.
Thank you.
Anonymous
map-marker Southaven, Mississippi

Empire Today Laminate Flooring Review from Southaven, Mississippi

I scheduled an estimate during the 50-50-50 promotion they offered. I was wanting laminate flooring for 800 sqft of open space.

I had already for in home estimates from 2 other flooring companies. The sales quote came in at $11,524. And I asked if that was with the 50% off flooring and 50% off install and he said yes. so I verified he was quoting laminate and he said yes.

So at regular price(not 50% off for 800sqft of laminate flooring it would be over $20,000?!?! And he said yes. I was absolutely dumbfounded. I noticed my neighbor was getting a quote a few days later and they had a similar experience.

The pricing is absolutely ridiculous. And when asked how their price match worked and I showed them the quotes I got that were in the $2000 range they said that was too much of a discount and they don't match that low.

I showed them the policy on their website and they said well we can't take nearly $10,000 off. Horrible experience and never recommend.

Reason of review:
Pricing issue

Empire Today's reply to: Empire Today Laminate Flooring Review from Placerville, California

Dear Becky,
We want to ensure that all your concerns were addressed. Please direct any unanswered questions to customersupport@empiretoday.com.
Thank you.
Anonymous
map-marker Placerville, California

Empire Today Laminate Flooring Review from Placerville, California

Empire Today Laminate Flooring Review from Placerville, California
Empire Today Laminate Flooring Review from Placerville, California - Image 2

The worst customer service, products and unprofessional installers! Seven week and still waiting for my laminate to be redone due to bad install on materials.

My house is upside down, taken off over 8 days of work with promises of new install and appointments they never showed uo for.

Help my floor is raised off the ground 5 inches all the wall base has popped off from pressure.

We have shards of sharp plastic cutting our feet, pinching our socks. Broke promises yesterday again, no show!

Reason of review:
Bad quality
1 comment
Kennidy

Hello Ms. Peterson,

Thank you for giving us an update on your installation, this is not the level of service we want our customers’ to experience.

We understand that we’ve been in contact with you regarding this issue, and will continue to follow up until a resolution is reached.

Thank you.

Empire Today's reply to: Empire Today Carpet Flooring Review from Wyoming, Michigan

Dear Kathy,
We want to ensure that all your concerns were addressed. Please direct any unanswered questions to customersupport@empiretoday.com.
Thank you.
Anonymous
map-marker Wyoming, Michigan

Empire Today Carpet Flooring Review from Wyoming, Michigan

Omg horrible horrible customer seevice the girls that answer the phone are very sweet and i understand they just tslk to custumers. Howerever we had a crew come install 2 rooms of carpet.

Love love love my carpey BUT our livingroom had a poor job of instsllation bedroom looks amazing. Our living room trim has been destroyed we have visible seems with carpet freying and pulling up and very visible 2 different shades of same carpet. Been bumped frkm getting service to repair 2 times cant get anyobe to call you back or show up to do repair when they say they will. Sellibg you carpet next day service.

I stalling carpet next day service. Repair their mistake impossible

Reason of review:
Poor customer service
1 comment
Kennidy

Hello,

Thank you for bringing this to our attention. We to help!

Please contact us at customersupport@empiretoday.com so we can start working towards a resolution.

Thank you.

Empire Today's reply to: Flooring install

Dear William,
We appreciate you bringing this matter to our attention. We are aware that since your post, we have addressed your concerns. For future inquiries please contact us at customersupport@empiretoday.com.
Thank you.
Anonymous
map-marker Collegeville, Pennsylvania

Flooring install

Thanks empire for wasting my Saturday 4/16/16 and a vacation day. Installers showed up at 1pm came in and said they were here to do my kitchen.

I informed them they were doing my lr,dr , kit and hallway.they didn't have the moulding for the job or enough product so the had to contact a cs rep. CS rep called me and had to reschedule for 4/21/16 now I have to use another vacation day and hope they get it right this time.

Paid good money for this job and they can't get it right wth Empire . I thought this was a professional company but I guess not .

Loss:
$500
Cons:
  • Follow up
  • Customer service
  • All
Reason of review:
Poor customer service

Preferred solution: Price reduction

1 comment
Kennidy

Hello John,

We can assure you that we take your complaint very seriously and understand that we’ve been in contact with you regarding this issue. We will continue to follow up until we reach a resolution.

Thanks for your patience.

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