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

Empire Today in Euless, Texas - Laminate Creaking, Customer Service issue

Dear Elizabeth,
We are disappointed to read your post, but understand that we have addressed your concerns and reached a solution. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#796793 Review #796793 is a subjective opinion of poster.
Pros
  • Came to my home
Cons
  • Quality of the job
  • Person handling complaint will call in 1-3 days
Reason of review
Bad quality
Loss
$5000
Preferred solution
Full refund
Tags
  • Installation

We had new laminate flooring installed 2 days ago, and although it looks beautiful, there's creaking everywhere we walk. I figured maybe it would take a day or two to settle or something, but it's really bothering me after 2 days.

I called Customer Service and they said there's only ONE person that handles these types of calls/issues and we would be contacted within 1-3 business days.

I have a sunken feeling right now and I just pray that they will cooperate and resolve the issue quickly. Otherwise, I will ask for a full refund and they can take back all the laminate!

Empire Today's reply to:

Empire Today - Review in Household Services category from Kalamazoo, Michigan

Thank you for sharing your experience with us. We are glad that we were able to work with you and help make things right for you. Please do not hesitate to contact us with any additional questions or concerns. You can reach us via email at customersupport@empiretoday.com. Thank you.
Review
#796660 Review #796660 is a subjective opinion of poster.
Reason of review
Good customer service

We finally got it fixed!!! Took 30 min.

And it looks great!

It took 4 weeks and a few complaints but Empire pulled thru. We are satisfied.

Empire Today's reply to:

Empire Today - Flooring Review from Akron, Ohio

Dear Tony,
We understand that we have spoken to you in regards to your concerns. If you remain to have unanswered questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#796249 Review #796249 is a subjective opinion of poster.
Reason of review
Bad quality

We had hard wood installed that on the whole,looked great. We found a spot on our stair way entrance that was not done well.

It was reported to our salesman who came out the following day and stated that it could have been done better and he would contact the home office to get it fixed. This was 4 weeks ago. It is still not fixed. We have contacted everyone that we can think of to get this fixed and we get the same story.

"Someone will be out today" and no one shows. We are at our wits end and are so dissatisfied that we are considering reporting this incident to the BBB.

All we want is some consideration and someone here to fix the problem. Such an easy fix that is taking far too much time.

Empire Today's reply to:

Empire Today in Auburn, Georgia - HORRIBLE INSTALLATION AND CUSTOMER SERVICE

Dear Rhonda,
We sense your frustration and are saddened to know that this was your experience. Although time has elapsed since your last posting, we would like to ensure that your concerns have been answered. For future questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#795361 Review #795361 is a subjective opinion of poster.
Cons
  • Craftsmanship
  • Horrible customer service
  • No show installation
Reason of review
Bad quality
Preferred solution
Let the company propose a solution
Tags
  • Laminate

We purchased over $10,000 in flooring from Empire Today in late summer of 2015. We started having issues with the Ceramic tile within just a few months due to poor installation, I contacted Empire Today warranty to place a service request for the grout cracked in the master bathroom so they sent the installing company out to make the repair.

The installing company attempted to make a "cut corners" repair due to coming unprepared and used grout on our concrete slab rather than thin-set (this was of course unknown to me at the time) to reset the repaired tile however the repaired tile popped completely loose again less than 2 hours after the repairman left our house. I had to threaten to contact an attorney to get Empire Today to send someone else out to make a proper repair on the tile, which I was told by the repairman that the grout being placed on our concrete slab by the original installers has now caused damage to the the slab. Now we're having issues with the laminate flooring in the living room popping up and separating at the seams. We've attempted to get this repaired for almost 6 weeks now and have been given multiple appointments on various Saturdays however the installing company does not show up for those appointments.

I've left voice mails for the installation manager, Kevin Haynes, as well as others in management but have not received any response from anyone regarding these issues.

We've moved all furniture out of our living room so repairs could be made for two Saturdays in a row as we've had previously scheduled repairs made a week in advance however the repairmen have not showed up on either occasion then we've had to move all the furniture back again due to NO SHOW. We've now been left with no other option at this point than to hire an attorney as Empire Today is not honoring their warranty.

Empire Today's reply to:

Empire Today - Carpet Installation Review from Kalamazoo Township, Michigan

We regret that your installation was not completed as scheduled, and we understand your frustration. We understand that we've been in contact with you about this situation and that we are working to make sure everything gets completed to your satisfaction. Please don't hesitate to contact us at customersupport@empiretoday.com with any additional questions or concerns. Thank you. Bill Allivato, National Customer Service Manager
Review
#794389 Review #794389 is a subjective opinion of poster.
Reason of review
Poor customer service

Empire has been one of the worst companies I have ever tried to work with. We scheduled a day for our carpet to get installed 2 months in advance and when it came down to the day of installation we never got a call in the morning to confirm installation for that day.

We had to call customer service just for them to tell us that they can not get ahold of the installer. 11am rolls around and after we called Customer service again we got a time frame between 1:00pm-2:00pm(they never showed). We got a call around 3:00pm from the installer to tell us that they would be to our home at 5:00pm. Well to our surprise 5:00pm rolls around and the installers still did not show.

We waited till 6:00pm to call Customer service again to get no help. Around 7:00pm we finally got a call from the installer just to tell us they would not make it out to install our carpet today, and that the installer manager would be contacting us tonight. And of course still no call from the manager. We have our house torn apart, bedrooms furniture in the dinning room and have been waiting around all day and do not have our carpet installed on the day we paid a hold to have it installed.

VERY VERY UNPROFESSIONAL. And recommend that you look else where for service.

Empire Today's reply to:

Empire Today Carpeting Review from San Bernardino, California

Dear Kristie,
We regret the delay in completing your installation, and assure you that this is not the level of service that we expect for our customers. We understand that we have addressed this matter, if you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#794200 Review #794200 is a subjective opinion of poster.
Reason of review
Poor customer service

Empire today has be giving me the run around for two weeks iam so stressed out my house is a disaster waiting on them to figure out if they have carpet in stock or not iam so upset of there negligence conduct that i can't talk about it

Empire Today's reply to:

Empire Today - Flooring Review from Beaverton, Oregon

Dear Ronda,
Your concerns are important to us and would like to ensure that no unanswered concerns remain. If you continue to have questions or concerns regarding your experience, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#792425 Review #792425 is a subjective opinion of poster.
Reason of review
Bad quality

Do not buy laminate flooring from empire today! In the 9 months I have had them installed they come apart at the seams and they will not back up their warranty because I was told by the sales person that I was only to use a swifter mop!

I wasn't given any any maintenance info what's so ever! It's even coming apart in areas that have never had a swifter over that part of flooring!

I have been complaining since August 2015 just 6 months after the installation. I wish I had read these complaints before choosing empire today!

Empire Today's reply to:

Empire Today in Aventura, Florida - Don't waste your time

Dear Craig,
We sincerely regret that your sales appointment did not take place as planned. We understand that you did not pursue an order. For future questions please refer to customersupport@empiretoday.com.
Thank you.
Review
#791948 Review #791948 is a subjective opinion of poster.
Cons
  • Horrible customer service
Reason of review
Poor customer service

Had sales appointment and rep failed to show up. I called company and customer service rep said sales rep had car trouble and they would reschedule.

I complained about unprofessionalism for not informing in advance. Office Manager Harold offered $200 credit and setup guaranteed appointment next day at exact time. They never showed up again! I called and customer service rep spent time reading note, had nothing intelligent to say, offered to have me speak with manager.

After long hold no manager available. Customer service rep offered to have manager call back. I asked her not to bother as I will find a more responsible company for my carpet and installation needs; and will negatively blog about my experience to prevent others from making same mistake. One quick search on Yelp and noticed every review is negative.

Wish I read this in advance but hopefully you are. Everything all these people complained about is accurate.

Don't waste your time with this company - they don't care about wasting your time. And because they couldn't get it right at sales, I have no idea of their quality and workmanship.

Empire Today's reply to:

Empire Today - Carpet Installation Review from Vancouver, Washington

We regret the delays in completing your installation, and we understand your frustration. We would like to follow up with you to learn more about your experience, but unfortunately, we cannot locate your account with the information posted here. Please send your contact information to customersupport@empiretoday.com. Thank you.
Review
#789913 Review #789913 is a subjective opinion of poster.
Reason of review
Poor customer service

We have had THE WORST experience with Empire! They are horrid!

Took 9 months of going back and forth with them to get them to actually finish an install that they had done completely incorrectly. They used the wrong material, they didn't bring enough material, they left mid job because it was time for the crew to get off...then they never came back; left the lobby of my business torn up, next crew that was supposed to fix it never showed up....followed by the next 3 crews. Finally got someone out, they didn't bring anything to fix the problem so they left and said proper materials would be ordered...they never were. This "material is being ordered" *** lasted for months.

9 months and dozens of phone calls later someone FINALLY finished the project.

Empire Today's reply to:

Empire Today - Vinyl Flooring Review from Elk Grove, California

Dear Customer,
We understand that this has been a frustrating experience for you, and we sincerely apologize for the inconvenience. We are aware that you have taken care of this matter. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
-ET Customer Support
Review
#788534 Review #788534 is a subjective opinion of poster.
Reason of review
Poor customer service

Help me, just started Tue laminate floor today with empire. I started checking the internet because something seems off.

First thing is the materials I was shown on the samples is not what came today but I wasn't given a sample to keep. Second was the amount if smoke breaks these guys took after they started the job at 1:30pm. Third there burning the laminate with a saw blade thats dull turning the edges ti sharp shards that are lifting the protective coating. There coming back in the morning, help.

Need to stop this nightmare they already charged my credit card. The floor materials maybe cost 1.79 a foot there using and I paid 4.00 a foot for premium grade.

Think were screwed, will update tomorrow.

Oh, and who goes to a customers house and takes long *** breaks?