empire carpet customer service service customer installation home house sales installers
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.
Review
#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:

Unhappy Customer | Empire Today review from Surprise, Arizona

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.
Review
#858772 Review #858772 is a subjective opinion of poster.
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution
Tags
  • Hardware Flooring

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.

Empire Today's reply to:

Horrible Experience | Empire Today review from Antioch, California

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.
Review
#858658 Review #858658 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
Full refund
Tags
  • Horrible Customer Satisfaction

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.

Empire Today's reply to:

Compensation for property damages | Empire Today review from Lynnwood, Washington

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
Review
#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:

Wood flooring fraud | Empire Today review

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.
Review
#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.
Tags
  • Flooring Product

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.

Empire Today's reply to:

Empire Today sucks

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.
Review
#858046 Review #858046 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy

I wish I'd read these reviews a couple of weeks ago. We made an appointment for an Empire Today rep to come give us an estimate, between 1-3 pm.

At about 12:30, the sales manager called to say that because of bad weather everyone was running late but that he was helping his sales crew and would be there between 3-5 pm. I gave up at 5:15 after wasting most of my afternoon off - and he showed up at 5:30 (didn't leave til 8:30). Long story short, we decided on products we liked and set things into motion. (this was the first company we contacted).

We were approved for most of the cost to be financed for 4 years at a fairly low interest rate. After checking other places locally, we realized what a rip off this was and called the sales manager to cancel. He was in his car and couldn't take any info down, and suggested we contact the business at their toll-free number (but couldn't recall it!!) then said "don't worry, I'll take care of it for you". The next day, we received a credit card in the mail for the amount of purchase - I did NOT expect that.

So, I called Empire again to cancel. He had NOT called in to cancel, and in fact I was told that the customer is always responsible for canceling, not the salesperson/manager. Today I called to cancel the credit card and was told it had a pending balance on it of $7200... I blew a gasket.

Called Empire AGAIN. 20 min on hold and was disconnected. I finally got through to someone who reassured me the cancellation was in place, and thought the charge to the card wasn't gone because of the holiday weekend. I'll call back tomorrow to confirm.

Again...

Needless to say, we are so glad we didn't actually go through with this - but at the same time, worried that installers will show up at the door next week... Empire's "business" practices suck.

Empire Today's reply to:

Taken for a ride | Empire Today review from Denver, Colorado

Dear Cynthia,
Our records indicate that we have spoken to you in regards to your concerns. For further questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#856034 Review #856034 is a subjective opinion of poster.
Cons
  • Installers not knowledgeable
Reason of review
Poor customer service
Loss
$47000
Preferred solution
Let the company propose a solution

I contracted with Empire Today to install vinyl flooring throughout my house which included 2 beds 2 bath and the kitchen. First of all they cancelled on me the first day and then they finally showed up the next day around noon and only one person spoke English.

They all left except the two young men who couldn't speak English and were not at all professional installers. I think they were the sons of the lead worker and he spoke very little English. They did a *** poor job of laying the vinyl and It took them 12 hours in which to do so.

I have requested, and pleaded with them to come back out to fix the mess that they made of my vinyl in the kitchen, it has a pattern and its laid crooked, it looks terrible. There are no transition strips from room to room and my appliances were not put back correctly, so now I can't open my dishwasher door all the way.  I am still fighting with them and I have now contacted the District Attorney's office for help.  I tell everyone, do not use these people, they are a total scam, just to get your money.

Empire Today's reply to:

Buyer Beware | Empire Today review from Winston Salem, North Carolina

Dear Tina,
We are aware that we have spoken to you since your post. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#855321 Review #855321 is a subjective opinion of poster.
Cons
  • Lack of resolution
Reason of review
Damaged or defective
Loss
$2975
Preferred solution
Full refund
Tags
  • installed badly
Buyer Beware - Empire Today review
Buyer Beware - Empire Today review
Buyer Beware - Empire Today review

In January 2013, I had carpet installed in my three year old old. I now realized that I was taken advantage of, as the Empire Today carpet was not any better than what was installed by the builders and it was installed professionally.

I had the carpet cleaned, the company that cleaned it noted all of the concerns that I had. Interesting enough, the same comments that Empire Today sales rep made about the builders carpet in 2013 were made about the carpet installed by Empire Today. Empire Today has not come in to the home as requested and unfortunately, I paid for the carpet cleaning in cash and I do not have a receipt.

I have wasted about three thousand dollars, not to mention the time and frustration. I am literally right back at square one.

Empire Today's reply to:

Empire Today - Estimate Review from Colorado Springs, Colorado

Dear Valued Customer,
Thank you for bringing your concerns to our attention. 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 with your account info for further assistance.
-Empire Customer Support
Review
#853694 Review #853694 is a subjective opinion of poster.
Reason of review
Poor customer service

We called to get and estimate and they gave us a day with a 2 hour window which I thought was ridiculous. They never showed.

We called again and schedule against our better judgement. Agai. Was given a 2 hr window. An 1 1/2 into it my husband called them and husband called to see what was up and they said they couldn't make it!

Would I like to reschedule???? NO WAY!!!

Empire Today's reply to:

Empire Today Flooring Installation Review from Memphis, Tennessee

Dear Melanie,
We regret that your experience did not have a great start. Our records show that we have completed a product replacement for you. If you continue to have questions, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#851752 Review #851752 is a subjective opinion of poster.
Reason of review
Bad quality

Update by user May 27, 2016

Received call today 5/27, by local manager stating flooring has been found, will com out Sat June 4. And take care of all unresolved issues. Will update again.

Original review posted by user May 20, 2016

I WILL NEVER USE EMPIRE AGAIN! I READ SEVERAL MIXED REVIEWS ONLINE, SOME WERE OK.

SO I WENT AHEAD...JOB: REMOVE CARPET AND REPLACE With HARDWOOD. 1ST WAS NOT TOLD IT WOULD BE ENGINEERED HARDWOOD. BUT I READ UP ON IT AND DECIDED TO KEEP. NEXT: ONE DAY JOB(which I knew better) TURNED INTO TWO DAYS...WHICH I HAD TO *** WORK.

THEN SECOND DAY I WAS TOLD RAN OUT OF MATERIALS AND DON'T KNOW WHEN THEY CAN COME BACK. AND THE GUYS DID NOT HAVE A TRUCK BIG ENOUGH TO HAUL OFF OLD CARPET! NOW, ONE OF THE GUYS WAS REALLY ACTING CONCERNED AND ACTED LIKE HE REALLY CARED ABOUT WHAT WAS HAPPENING...THE OTHER TWO COULD CARE LESS AND WAS JUST RUSHING. CUSTOMER SERVICE SAYS THEY WILL CALL ME BACK.

MY SALESMAN NEVER ANSWERED OR RETURNED MY CALLS. I KNOW THIS IS A DONE DEAL BUT WILL VOICE MY CONCERNS ON EVERY SITE, BBB, ETC...TIME OFF AND JOB STILL NOT DONE. JOBS ARE OUTSOURCED TO PEOPLE WITH NO SUPPLIES AND/OR LIMITED SUPPLIES. ASKED TO USE BUCKETS AND I HAD TO COVER FURNITURE.

CARPET IS SITTING ON SIDE OF DRIVEWAY. ONE THING THE HARDWOOD THAT IS DOWN LOOKS GOOD SO FAR. CLEAN UP HORRIBLE. I'M SAD AND DISAPPOINTED.

I WAS LOOKING FORWARD TO CLEAN UP AND HAVE A MEMORIAL DAY GATHERING. I HOPE THINGS TURN OUT BETTER LATER....