empire carpet customer service service customer installation home house sales installers
Empire Today's reply to:

Horrible company | Empire Today review from Orlando, Florida

Dear Lindsey,
Your concerns are important to us, and our records show that we have addressed your concerns. If you continue to have questions please contact customersupport@empiretoday.com.
Thank you.
Review
#885751 Review #885751 is a subjective opinion of poster.
Cons
  • Sales person tactics
  • Way the installation went and the end product
Reason of review
Bad quality
Loss
$2700
Preferred solution
Full refund
Tags
  • Horrible Customer Satisfaction

We were told by the salesperson that we would have our carpets installed in one day. The one worker did not show up until noon the first day and we are in day 3 and no one has even shown up to finish.

The job done looks horrible. There are seems everywhere that don't match. I called customer service and they tried to issue a $75 for the inconvenience. They have no installers to finish the job and are not even sure when they come come out.

We are canceling the payment to Empire on American Express. Do not use them.

Empire Today's reply to:

The worst customer service | Empire Today review from Lake Mills, Wisconsin

Dear Patricia,
We have read your review and sincerely regret that your experience has not been a positive one. We apologize for the lack of follow up that you received, and we'll be in contact with you soon to address your concerns.
Thank you for your patience.
-ET Customer Support
Review
#885308 Review #885308 is a subjective opinion of poster.
Cons
  • Endless phone tree
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Tags
  • Wood Laminate

Beware! After 1 hour and 7 minutes on hold - hoping I would hang up I guess - on their 1-800 number I got no satisfaction and basically was sent in an endless loop of phone tree pass offs.

Absolutely the worst customer service I have encountered in any business. No one has a direct phone number, no one can be reached, you are basically screwed as soon as the salesmen leaves your house. DIt is my opinion that flooring is merely a front for Empire's real business which is 29% financing.

STAY AWAY FROM EMPIRE - a dirt floor would be preferred to having these shady characters in your home.

Empire Today's reply to:

Empire Today Carpet Flooring Review from Richmond, Virginia

Dear Marie,
We regret that you were not satisfied with your product purchase. If you continue to have questions or concerns please email us at customersupport@empiretoday.com.
Thank you.
Review
#884096 Review #884096 is a subjective opinion of poster.
Reason of review
Bad quality

Please do not associated yourself with this company. I purchased high grade carpeting from Empire in 2013 with the highest grade of padding they offered.

In 2015 I noticed rolls in the carpeting in every room. It appears that the installers did not properly stretch the carpeting nor the padding. I regret wasting my hard earned dollars for their shoddy materials and installation. They say they have reasonable prices with good quality flooring..believe me, this isn't true by a long shot.

Now I have to redo carpeting for each room.

If you want good quality, shop elsewhere. I give Empire a 0 rating.

Empire Today's reply to:

Review in Household Services category from Setauket-East Setauket, New York | Empire Today review

Dear Customer,
Customer satisfaction is a priority to us, and we sincerely regret that your initial experience was not a positive one. Please direct any remaining questions or concerns to customersupport@empiretoday.com and will follow up with you shortly.
Thank you.
-ET Customer Support
Review
#882319 Review #882319 is a subjective opinion of poster.
Reason of review
Poor customer service

Empire was supposed to install $5,000 worth of carpet and cancelled 2 times the morning of installation. The first time they offered a $400 credit and I accepted.

The second time I told them to cancel it for good and thanked them for wasting my valuable time. This was a huge Inconvenience to my wife and son who had to be sent to a sitter for the day. Our house is turned upside down in preparation for the carpet.

We will go with a small local business.

Empire is nothing more than a flashy gimmicky sales organization that does and says anything to get your money without delivering the service and product. Pathetic. Also, there sales are a scam. They mark up the product and then cut the price in half.

It's no deal. Shop around. The sales person cut $1700 off of the first quote of "50%" off when I try him my quote for a local shop.

We wanted empire for 0% financing, but it's just as easy to take a 0% credit card and pay the balance I full within 1 year. This way, we can give our business to people that respect our time.

Empire Today's reply to:

Empire carpet, tardiness and lack of compassion, major inconvenience | Empire Today review from Saint Charles, Illinois

Dear Nicolas,
Thank you for bringing your concerns to our attention. We understand that we have followed up with you and addressed your concerns. For future questions please contact customersupport@empiretoday.com.
Thank you.
Review
#881797 Review #881797 is a subjective opinion of poster.
Cons
  • Customer service
  • Lack of resolution
  • Delays
Reason of review
multiple isssues, price, delays and customer service
Preferred solution
rapid resolution and installation, price reduction, contact and compassion
Tags
  • Delays

Update by user Jul 13, 2016

Unbelievable, still waiting.

Original review posted by user Jul 13, 2016

My carpet was scheduled to be installed on july 13th, 2016. I received confirmation calls the day before and the morning of. An hour before the installers were scheduled to arrive we received a call stating that the carpet was out of stock.

My house has been cleared. My wife and I are took the day off of work, $$. The kids are at a sitter, $$.

Empires response was one of zero compassion and zero willingness to give us revolution. You can tell that they are so used to dealing with this issue that the customer service reps have no patience and quickly go on the defensive and get quickly irritated.

I am still waiting to hear back from them, and now their voice mailboxes are full. Funny, empty in the morning and able to accept messages, full by noon (complaints I am sure).

As far as the 50% off sale, it is all tactic. Carpet is a commodity, brands have to stay competitive or they go out of business. Empire will tell you that their carpet costs twice as much and you are getting the sale. Don't let that fool you. Shop around and you will see that empire is right in line with other businesses. If you do pay a few hundred more for a local company, realize that you will likely get much better customer service and that the smaller companies will likely take ownership of their product and installation. Empire on the other hand has a team in place that is trained to beat around the bush and offer you delay after delay. Good luck getting a rep, sales or management that is willing to go the extra mile for your satisfaction.

Empire Today's reply to:

Empire fixed it!!!!! | Empire Today review from San Tan Valley, Arizona

Hello Stevie,
We are glad to hear that you are satisfied with your finished product and that we were able to help. Enjoy the new look and feel of your home!
Review
#881237 Review #881237 is a subjective opinion of poster.
Reason of review
They fixed it!!

The finally fixed the issue. If the company had the carpet guys come out in the first place they could have saved themselves a headache!

It took ten minutes and they didn't even have to move all the furniture. Customer service talk to your floor professionals before your argue with your customer. It will save you so much ill will. Thank you for fixing the issue.

As I said before the sales guy was amazing, the hardwood guys were fabulous. I just had a small issue with the carpet and they fixed it in 10 minutes. Empire your products and services were up to snuff. If you could just get your costumer service people to handle calls by respecting the customer than you would have one heck of a company!

Good luck and thanks again. I love my new floors.

Empire Today's reply to:

HORRIBLE COMPANY- KITCHEN TILE PROJECT | Empire Today review from Land O Lakes, Florida

Dear John,
We regret that your experience had a rocky start, but happy to know that your repair was done to your satisfaction.
Thank you.
Review
#880149 Review #880149 is a subjective opinion of poster.
Pros
  • Originally liked salesperson -
Reason of review
delivery, processing, pricing, damage
Loss
$8000

Floor uneven. Appliances left on patio, in rain, for 3 days while work being done.

Had to pay $40 per appliance to be moved on original contract. Three tiles installed are chipped. Grout not consistent. Work still not complete eventhough we were promosied on three occasions correct amount of tiles would be delived.

Outside door to kitchen left open during entire install. We repeatedly closed and installer repeatedly left open. Now we have bugs to boot. Totally mislead regarding work to be done, pricing and communication.

Salesman indicated furniture would be moved, was not.

We were going to cancel at the first sign of being mislead and we should have. Thank you.

Empire Today's reply to:

Thought everything was good....until my order was randomly cancelled! | Empire Today review from Grand Rapids, Michigan

Hello Cherie,
Thank you for making us aware of your experience. We regret the lack of communication that you received and wish to learn more. We will be following up with you soon.
Thank you.
-ET Customer Support
Review
#877102 Review #877102 is a subjective opinion of poster.
Reason of review
Order processing issue

I placed an ordered with an Empire Today associate -David- for skylight blinds in my living room. The sales rep was very helpful and even said he had skylights similar to mine.

I told him I wasn't in a big hurry but as time went on with no contact, I became concerned. Finally, Trent- the one taking measurements- came to the house twice. I waited again for installation information. Then a few days ago, I received a refund check for my deposit.

There was no explanation as to why I was receiving a refund, just the check. After going through three phone associates to find out what was going on, one finally told me that the sales rep - David - had cancelled the order due to the blinds not fitting minimum width requirements. I found that out only after having to research the information. There was no call explaining why or that the order would be cancelled.

I've been waiting for weeks for installation only to find out that they never intended to follow through. I am totally disgusted with Empire Today!!

Empire Today's reply to:

Customer service stinks | Empire Today review from San Tan Valley, Arizona

Hello Stevie,
We are glad to hear that you are satisfied with your finished product and that we were able to help. Enjoy the new look and feel of your home!
Review
#874168 Review #874168 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
A piece of the carpet so i can fix it myself since the are unwilling and unable. half inch by 10 inches

I had my entire house done with Empire today. The sales rep was very nice.

The wood guys downstairs were awesome.The carpet people on the other hand didn't call before the came, showed up late, and when the did show up, they did with a half crew, so it took twice as long as predicted. After the install I had a problem with an area that I had specifically asked them about.The previous people that owned the house had cats. I asked the sales Rep if I should treat it prior to them coming. He told me no that the carpet guys would deal with it when the time comes.

If it needs anything they would let me know. Well they didn't. The base boards were so swollen that to get rid of some of the smell we replaced them. So now there is a gap between the carpet and the new non-smelling base board.

I called the company to get a piece of carpet to fix it.( the guys didn't leave any) The people at the office were not helpful at all.

They didn't try to resolve my issue. They would not give me a tine sample of carpet to fix the hole that was left by their mistake.I will never use Empire again.It is a shame that problem resolution is such an absent skill in a customer service company.

Empire Today's reply to:

Empire Today Carpet Installation Review from Dadeville, Alabama

Dear Kim,
We regret the issues that you have been experiencing. We want to help, but unfortunately are having trouble locating your account. Please contact us at customersupport@empire-today.com so we can further assist.
Thank you.
Review
#874163 Review #874163 is a subjective opinion of poster.
Reason of review
Bad quality

We ordered 1room of carpeting and 2 closets. The 1 installers failed to.

Complete the closets. 2nd installers never showed up. 3rd installer took from 10:30 to 3 to do a 4x6 closet. Then cut the carpet pattern wrong for the 2nd closet.

So now more carpeting has to be ordered for a 2x3 closet. So who knows when or if this job will ever be completed. Oh, and customer service is horrible to say the least. Our case worker Judy never answers or returns our calls.

Will NEVER use or recommend this company again.

Ps.

I love the question below if I want empire to contact me. Yeah, unlikely to happen.