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 in Dayton, Ohio - Salesmen
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.
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
Empire Today Customer Care Review from Bronx, New York
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 in Pataskala, Ohio - So upset
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 - Customer Care Review from Springfield, Missouri
Never showed up for appointment, when i called they said oh well, i would never deal with them
Empire Today in Carmichael, California - Sidestepping the issue of any issue.
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 in Howell, New Jersey - WORST EXPERIENCE
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 in Andover, New Jersey - ONE MONTH AND STILL WAITING FOR RESOLUTION
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!
Empire Today in Littleton, Colorado - Just another customer with a bad experience
Where to begin? My experience with Empire Flooring was far from acceptable to say the least! To start, we had a salesman come to our house to measure and give us an estimate; Sales pitch: I regretfully must admit that I bought-in; hook, line, and sinker. Alex really talked up the product very well and made us feel like we were getting a great deal. He also said that Smartstrand and Anso R2x are the same product. He said Smartstrand is the new name for it (found out later they are two totally different companies). I knew I was dealing with a salesman but, I did my research on costs and I thought the “ease” of the purchase and the all-inclusive (tear out, installation, & disposal) was a good deal. We agreed to a price and decided to finance through their company. However; once we began to sign paperwork, the Alex told us that he needed the down payment...which we never discussed. He said it was because they needed at least 10% of the purchase paid for installation purposes. I was caught off guard and questioned this, but I conceded because it went towards my purchase after all. Installation (1st attempt): The installation workers showed up with a carpet that had a different style name than what was on our paperwork, although, the pattern was similar to what we ordered with the salesman. Because of the discrepancy, my wife informed the installer that she didn't think it was the right carpet because the name of the style was different than what was on our contract. He questioned her judgment and asked her if she knew what she purchased. She didn't argue back but requested he get what was stated on the contract. The installer made a call and said he had to go back to the warehouse to pick up the carpet listed on our paperwork. He also asked for her to clean out the garage so they could have room to work. He said he would call us with an update in regards to when he would be back. We didn't receive a call for the rest of the day. Contact with salesman (Alex) and Empire: I called to express my frustrations about the installers not calling us back or following up with us to determine when they would be back. The customer service rep said he contacted the installers who said they left a message for us (no such message exists) and that they would be back the next morning. He also said a manager would call us back (ref #1-2134372591). That did not happen. I explained to the customer service rep that I wished I had looked at the many horrible reviews before making this big purchase. He acknowledged that there were a lot of bad reviews but stated that they "always try to make it right" (turned out to be a lie). I then called Alex and he explained that there was a "glitch" in the computer system and that name on my contract was wrong. They did bring out the right carpet (the patterns were very similar), but he understood the confusion. While talking to me, he disregarded the input error of the order and focused on the installer's bad attitude. He said he couldn’t guarantee anything but that he was sure his manager would compensate us for our troubles and would send a new crew over the following day with the carpet we initially agreed upon. Installation (2nd day): The new team of installers arrived on this day and stated they needed "Cash On Delivery" before they could start. Seriously? We had to make more phone calls and straightened that out as it was already financed. I have to say, this installation crew was friendly; however, after getting to almost 2/3 of the project completed, they said that not enough carpet was ordered! We had to make more calls and apparently there's a separation in sales and installation because they both appeared to want to blame each other. The installers had to install what they had, leave the job, and travel across town to pick up the carpet. Due to the lateness in the afternoon, we agreed for them to comeback the following morning to complete the install. Installation (3rd day): Installers arrived, finished the install, and left. Later that afternoon, I finally got a return phone call from a manager. She didn’t appear to initially recall the conversation we had the prior day about the shortage of carpet, but later said they sent out carpet without measuring because the cutting equipment was down. So apparently they were just sending out whatever and figuring it out later. She didn’t at all seem too concerned with our overall experience, and only said she would “talk” to all parties involved and was “sorry” for the experience. I asked about being compensated for the time we had lost due to rescheduling appointments and waiting for the completion of the project. She said she would bring it up to the other managers and would call me back on Monday (Never received that call). Huh, guess they aren’t too concerned about making it right. Overall: I didn't feel valued as a customer. The salesman seemed to want to sell, the installers seemed to want to install, and we just wanted new carpet. We did our part in picking out the carpet and financing our purchase. The rest should have worked itself out...well, that's how it was presented to us at least. I'm one of those easy to please customers and I don't like to complain as long as I get halfway decent service. I would have to say Empire was far below my expectations and it's amazing to me that they continue to function with such dysfunctional internal communication and below average customer service. Still waiting for the manager's return phone call to happen...shows how important I am :( I would love to update my review by saying they "made it right", but I don't have much faith in that happening. I and anybody I know will not be using this company in the future. Save yourself the stress and use Lowe’s or Home Depot if you want to save money. Unless you want to take your chances with a company that states they will make it right instead of getting it right (and they can’t even deliver on that promise). Sorry Empire. You get a thumbs down…way down.
Empire Today in Chino Hills, California - Mistake made my sales rep, 42 days of waiting for a service or phone call
On 2/15/16 we submitted an order for shutter. We submitted $250 and completely financed the order. On 2/20/16 measurements were taken and notified that blinds were ordered instead of shutters. We have called 6 times (3/6/16, 3/8/16, 3/12/16, 3/15/16, 3/26/16, 3/28/16) and received no call backs and no one seems to know what is happening to our order. The sales rep was called each time, along with the sales department, as well as the escalation department, as well as other managers in the local office, Ms. Lopez, and Shaunna Chambers. We have given our deposit as well as affect our credit and nothing is being done. I have already contacted the BBB with a complaint about the company and expect the product installed according to the stipulations processed on 2/15/16 and 2/20/16. We have waited 42 days and have not received word on anything about our purchased product. If nothing happens at this point, a lawyers will be assigned. Update: Sales Rep was contacted, Kevin Gardner, and he has known about the situation for 2 weeks. Said he didn't want to call us knowing it would be a difficult conversation. He said also that he dropped the ball and found out from management 2 weeks ago that they were not going to fulfill the order due to his mistake, which he was suppose to call us about. We need answers!!
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