Filter by rating
filters
State:
Show
City:
Show
Product:
Show
Empire Today's reply to:

Empire Today in Schenectady, New York - Horrible Carpets and Terrible customer service

Dear Scott,
We regret to hear that you were unsatisfied with your experience. We are aware that since your post, we have addressed your concerns. For future inquiries please contact us at customersupport@empiretoday.com.
Thank you.
Review
#832804 Review #832804 is a subjective opinion of poster.
Cons
  • Quality
  • Communication
Reason of review
Bad quality
Loss
$3400
Preferred solution
Full refund

We purchased a full house of new carpets and laminate floor with a 20 year warranty. Only 3 months after installation, the entire upstairs carpet looks like it has been through 50 years of walking!

It is matted down everywhere and fibers are coming apart. After calling customer service, they stated they would look into it and get back to us by the end of the week. We called twice a week to find out what the verdict is.

Finally, after a month, they returned our call and said our claim was denied!

So, I think the next step is the better business bureau. Empire is not worth it, spend a few more dollars and don't go through what we're going through.

Empire Today's reply to:

Empire Today in Roseville, California - Poor coustomer service

Hello,
Thank you for making us aware of your experience. We want to help, but are unable to find your account with the information given. Please contact customersupport@empiretoday.com, so we can address your concerns.
Thank you.
Review
#832223 Review #832223 is a subjective opinion of poster.
Reason of review
Bad quality

We scheduled a time with a sales rep in Feb 2016 with Empire Today. The reps (sales name is Tom Luiez .

The flooring job was on March 8 2016 the days before moved furniture beds and other belongings so the Job would get done in a efficient way. The next day suppose to show up, 9:00 still no one. My wife called Tom and he was look into the problem. He called back and said the installer's truck broke down.

Ha ha ? So the next day two installers showed up at 9:30 to do a bathroom three bedrooms move a toilet and replace base boards, needless to say it was 9:30 pm when they left and had to come back the nex day to finish some base boards.A month later our toilet seals leaks and they were suppose to install the closet door guides that they promised to do, never got done.we have been calling toget them out here to fix toilet and door guides. This company is hiring illegal immigrants to do there rough work.

This company is terrible and would led not recommend them. Please do not let them in your home.

Empire Today's reply to:

Empire Today in Dayton, Ohio - Salesmen

Hello,
Thank you for making us aware of your experience. We want to help, but are unable to find your account with the information given. Please contact customersupport@empiretoday.com, so we can address your concerns.
Thank you.
Review
#831918 Review #831918 is a subjective opinion of poster.
Reason of review
Pricing issue

I was in a class of 5 at empire for training. Every salesmen is gone.

we all lasted 2 weeks. you make no $$. they work you to death. you cannot possibly make all the appts.

they start w a high price then you are to call a salesmgr to get a lower price and sell the customer right there. If you need flooring do some work. all the installers quit. all the salesmen quit turnover is about 98%.

cancellation rates after a sale is over 50%. you can get the same flooring much cheaper any where.

buy it from a local contractor. and have them give you a discount get a old timer contractor.

Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Empire Today Flooring Installation Review from New Cumberland, Pennsylvania
Dear Renee, We are happy to hear that we were able to address your concerns to your satisfaction. Thank you for sharing!
View full review
Review
#830630 Review #830630 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today Customer Care Review from Bronx, New York

Hello,
We never want our customers to be disappointed in our services, and we regret that you've been inconvenienced. Please contact us at customersupport@empiretoday.com, so we can discuss this issue. Thank you.
Review
#828920 Review #828920 is a subjective opinion of poster.
Reason of review
Poor customer service

Would never recommend this company to anyone! First off, the sales woman was supposed to be here between the time frame of 1-3 and showed up around 4:30. Although she was ok at first, it seemed like all she cared about was making the sale, and not the concerns that we had. Our house is old and we have no sub flooring and were concerned that it would be a difficult process. The sales rep promised us that this basically would be a maximum 2 day job that could be easily done, basically selling us a DREAM.

We had a scheduled date for the floors to be installed, moved the furniture for them ourselves (which most people don't do), the contractors show up and tell us that they cannot do the job. So when we called the company to tell them this, they promise to send out a new contractor who CAN do the job. In the mean time the sales lady shows up to our house unexpected and AGAIN tells us in person that the job can be done and she doesn't know why there was a misunderstanding between the contractors.

Confused? So we're we! So the next morning we woke up thinking we were getting our promised floors. Wrong. The new contractor calls us and says he cannot do the job based off of pictures from the last contractors.

Again, no new floors. Another wasted day with an empty house, nothing but headaches, broken promises, and misrepresentation. I don't know how this company is still in business based off of what I've seen from experience. I hope others don't ever have to deal with the nightmare we did.

Empire Today's reply to:

Empire Today in Pataskala, Ohio - So upset

Dear Mr. Lahmann,
Your satisfaction is important to us, and we understand that we have completed a replacement for you. For future concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#828418 Review #828418 is a subjective opinion of poster.
Cons
  • No followup
Reason of review
All of the above
Preferred solution
Let the company propose a solution

Customer Service is horrible!!!

Of course the sales rep was on his game when selling us product - since then nothing but issues. Installers were late, not enough material was delivered, therefore, installation was delayed a day, clean up was not acceptable, trying to get them back to do a warranty repair was a nightmare, get the run-around, sit on the phone on hold for long periods of time (20-30 min or more), sit and wait on them to show-up and then when calling them are told we aren't down on the schedule.

I would NEVER recommend Empire to anyone - this entire experience has been nothing but a headache and the company does not take follow thru on anything.

Empire Today's reply to:

Empire Today - Customer Care Review from Springfield, Missouri

Dear Tammy,
We regret that you were inconvenienced by a missed sales appointment, and understand that you did not to pursue an order. For future questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#826774 Review #826774 is a subjective opinion of poster.
Reason of review
Poor customer service

Never showed up for appointment, when i called they said oh well, i would never deal with them

Empire Today's reply to:

Empire Today in Carmichael, California - Sidestepping the issue of any issue.

Thank you for making us aware of this situation. We take your concerns very seriously. Unfortunately, we are unable to locate your account with the information given. Please contact customersupport@empiretoday.com so we can discuss this situation further.
Review
#825013 Review #825013 is a subjective opinion of poster.
Reason of review
Bad quality

Made a purchase late 2014 of laminate flooring for my bedroom/bath. Neither room is big, but they connect.

Several months ago I started noticing the flooring was buckling at the joints. (Tongue & Groove) Just thought, at first, it was me. Then later it became obvious that it was buckling and there was a squishing sound.

Called to see how this could be corrected.

First, the hold time on the phone became indecently long, the department shuffling, dropped calls and no return calls, etc.

Three (3) months later I finally got the local dealer who said he'd look into what could be done, because labor warranty had already expired.

I just got a call and I was informed they can't do anything because (wait for it) they no longer carry the brand and type of flooring I purchased!

I pointed out if that was the case then the 30 warranty was no good either on an item they don't carry anymore because they wold be unable to replace it. The response was, yep.

Just don't do business with them.

Empire Today's reply to:

Empire Today in Howell, New Jersey - WORST EXPERIENCE

Hello,
We appreciate you letting us be aware of your experience. We are unable to locate your account. Please contact us at customersupport@empiretoday.com, so we can address your concerns.
Review
#823423 Review #823423 is a subjective opinion of poster.
Reason of review
Poor customer service

I am writing this review at 1030 PM while my carpet is STILL being installed.

The sales pitch for this new carpet was great. The salesman was right on time and had even called to see if we would be available an hour earlier. After agreeing to purchase carpet from them we set a date and were told we would be called with a time the day before.

First issue we were told we would be givin a 2 hour time frame. They told us between 1-4 pm. The installers showed up at 4 :50 .

We do not have a garage and it was raining outside(had been all day). The installers told us there was nothing they could do because they needed a garage to cut the carpet in and we dont have one so we could not have our carpet today. That was not acceptable after waiting ALL day. Their manager told them to cut it outside in the pouring rain,which again is not acceptable. My mom started making some phone calls trying to find somewhere to let them cut the carpet and told the manager she finally got on the phone from empire she was going to end up having to pay someone to let them use a garage somewhere and that empire needs to reimburse us for this and they said it was doubtful they would do that.

She then called another supervisor while we continued to look for a place. In the meantime the installers informed us they were leaving. We had to argue with them and stop them from leaving while waiting on hold with a supervisor .

After about 40 min of back and forth trying to get the men out of their truck to come around the corner and get the carpet cut they finally did.

It is now almost 11 pm and they are not even close to being finished.

They arent very friendly men which is only slightly understandable because i am sure they arent contracted to be working this late, but they are leaving tools and making little messes all over the house and have no decency to knock on bedroom doors before needing to open them knowing there are people inside the rooms.

All this and we havent even called about being compensated for our issues and after reading some of these reviews i doubt that will go well at all!

Long story short NEVER EVER EVER order from Empire!!!

Empire Today's reply to:

Empire Today in Andover, New Jersey - ONE MONTH AND STILL WAITING FOR RESOLUTION

Dear Josh,
After reviewing your post, our records show that we have addressed your concerns and offered an accommodation. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#821305 Review #821305 is a subjective opinion of poster.
Cons
  • Enitre dealing - never again
Reason of review
ALL OF THE ABOVE
Loss
$4027
Preferred solution
Full refund

We are in NJ - Hackensack store with Robert as supposed "manager" - very similar issue - seems Empire is quite consistent with the culture of lying, cheating, poor service, poor quality, lack of follow-up, to name a few vices - doesn't seem to matter where in the US customers are located - the service is horrible. For one month my son has not been able to use his bedroom - salesman lied about pricing for floor, lied about the quality of flooring he was selling, rushed installation so it was installed before we realized the pricing scam (instead of 50% off flooring & installation we were charged 4X the actual cost vs other major flooring chains!) and to top it off - the installation is terrible.

Still no resolution - we are up to 22 calls between my son & myself. Do yourself a favor and get your flooring anywhere else!