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Empire Today's reply to:

When a price is not a price | Empire Today review from Connecticut

Dear Chris,
We are saddened to read that your experience did not meet your expectations. If you continue to have unanswered concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#798283 Review #798283 is a subjective opinion of poster.
Cons
  • Misleading
Reason of review
Dishonest Price Practice
Preferred solution
Let the company propose a solution
Tags
  • Installation

Had a quote from EmpireToday this week, the Rep seemed okay, insisted on showing me the retail price of the carpets, did all the measurements and then we got to the price - List price was $3113 for 700 sqft fitted, but today he could offer me a price of $1800 (not the 50% off as advertised) but didn't seem too bad, even though he pushed I said I would sleep on it, the next day the corporate office called and saad they can offer me a price of $2100, I told them the Rep has already said $1800, they said "Oh" and then said they can do better than that $1800 and offered a price of $1577, I said I would think about it, today I met the Rep to sign the deal, the Rep said Corporate had made a mistake, they didn't include the stairs in their number and the price was now $1700, naturally I told the Rep to take a hike. How can a company attempt to do business this way. Simply unacceptable

If you wait long enough the phone will ring and they will give you a lower price, better still work with a local company that you can trust, not these guys, AVOID EmpireToday

2 comments
Kennidy
#1118438

Thank you for bringing your concerns to our attention. We regret that our pricing did not meet your expectations, as well as any confusion that occurred regarding the quoted amount.

We would like to follow up with you to discuss your concerns in more detail and help make things right, but unfortunately, we cannot locate your account with the information posted here.

Please email your contact information to customersupport@empiretoday.com so that we can follow up with you. Thank you.

Anonymous
#1119254
@Kennidy

It's not your pricing that's the issue, its the dishonest bait and switch tactics of the Rep, who lied about the price quote. He told me your office had adjusted my quote and removed the stairs from the estimate that why the price was different. A complete lie

I sent all my details to you (email address and phone number) with details of the issue, you have failed to contact me.

Just avoid this company.

View more comments (1)
Empire Today's reply to:

Laminate Creaking, Customer Service issue | Empire Today review from Euless, Texas

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!

2 comments
Anonymous
#1119143

empire does not use rosin paper as an underlayment, which is standard (and a must) in the industry to prevent the problems you are describing. It is to reduce the cost of the installation, but is considered VERY POOR practice.

Kennidy
#1117219

Hi Elizabeth, we regret that your product has not been meeting your expectations. We would like to know more about your concerns, and we will be contacting you shortly to discuss the situation and work towards a resolution.

You can also reach us at customersupport@empiretoday.com.

Thank you. Bill Allivato, National Customer Service Manager

View more comments (1)
Empire Today's reply to:

Review in Household Services category from Kalamazoo, Michigan | Empire Today review

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.

2 comments
Anonymous
#1118810

Unbelievable. We had a contract to have our carpet installed today, February 27, 2016.

We were told by our sales rep at the time of buying our carpet that they would call us two hours prior to the installation to let us know the exact time. To meet the deadline to have the carpet installed we had to expedite the electrical work, the drywall, and the paining for the remodeled space. It has been stressful and costly for us, but to meet the date for our guest arriving and the carpet installed it was 30 days out, we wanted to keep up our end of the bargain. And we did, we have the area ready for the carpet install today.

I decided to call the 800 number to touch base after I called our customer service rep and received no answer. For some reason I had a sinking feeling. When I called I was told that they did not have our contract at all!!! And that they would have to get a hold of our rep.

Then they told me as I waited on hold forever that the rep had quit and no longer worked for the company and had not turned in our paperwork!! To make it worse they told us that they would have someone from customer service get with us in 24 hours or even worse...not until Monday. That is a bit hard to take when we have out of town guests arriving on Monday and are slated to be staying in the area that was supposed to have carpet laid today! I am absolutely furious that a company could run their business like this!

I feel scammed! And you would've thought that someone would have gotten on the phone immediately to talk to us. And do everything in their power to make us happy as a consumer who had just been ripped off. That absolutely did not happen.

As a consumer, we certainly lived up to our end of the bargain and it cost us a great deal of money, time and effort to do so...only to find out the day of the install that they are so mismanaged that the contract we have in our hands will not be honored and no one feels it necessary to call us to try and explain this to us! How on earth can this happen? I would strongly suggest that no one uses company. Because if you need help you're not going to get it and their contracts and word mean nothing!!!

We are on our way to secure hotel reservations for our guests who are arriving on Monday! This is a nightmare!

Kennidy
#1117105

We've read your review, and we would like to know more about the situation and help make things right. Unfortunately, We cannot locate your account with the information posted here.

Please send your send your contact information to so that customersupport@empiretoday.com we can follow up with you as soon as possible. Thank you.

View more comments (1)
Empire Today's reply to:

HORRIBLE INSTALLATION AND CUSTOMER SERVICE | Empire Today review from Auburn, Georgia

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
  • Horrible customer service
  • No show installation
  • Poor follow up on 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.

2 comments
Graclyn
#1123890

THE SAGA CONTINUES...the original laminate installer returned to my house on Saturday 3/5/16 and "attempted" to repair the issues with our floors however the issues are now far worse than before they attempted the repair. After the attempted repair we are now left with 2 different colors of laminate that are very noticeable and seams that stand up far more than the connecting piece of laminate.

The issues before repair were not noticeable in pictures however the issues after repair are very much noticeable. I've forwarded pictures of the "repair" to the installation manager Kevin Haynes on 3/7/16 and am waiting on a return response currently. When myself and my husband voiced our concerns to the installer about the raised portions of the flooring and the fact that our floors looked worse after the repairs he replied that he had done his best and then I was given a container of Mini-Wax wood putty and told that I would just have to purchase rugs to cover the many issue spots. We've spent this amount of money to get new floors and we are now being told that we'll have to lay rugs over the issue spots, are these people serious?!?!

My husband who is usually the one that remains calm and cool has now reached his boiling point and is livid with this ongoing matter.

Someone "HIGHER UP" than the people we've been speaking with needs to get involved in this matter before we're left with no additional options. I've spoken again with the attorney this morning to update him on how the repair went after being advised to allow them to make the repair and he has also been forwarded the pictures, now I'm waiting to determine how to proceed but this merry-go+-round is about to come to a STOP!!!

Kennidy
#1116510

Thank you for bringing your concerns to our attention. We understand that we've been in contact with you about this situation.

We can assure you that we are taking this matter seriously, and we will continue to work towards a resolution with you. You can also reach us at customersupport@empiretoday.com.

Thank you.

View more comments (1)
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

1 comment
Kennidy
#1116514

We regret the delay in completing your installation, and we would like to follow up with you to ensure that everything gets completed to your satisfaction. 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.

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!

1 comment
Kennidy
#1113831

Thank you for bringing your concerns to our attention. We regret that your product has not been meeting your expectations, and we would like to know more about the situation.

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.

Empire Today's reply to:

Don't waste your time | Empire Today review from Aventura, Florida

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.

2 comments
Kennidy
#1113371

Hi Craig, we've read your review, and we can assure you that this is not the level of service we expect for our customers. We want to make things right for you, and we will be contacting you shortly to discuss your experience.

You can also reach us at customersupport@empiretoday.com. Thank you.

Anonymous
#1116583
@Kennidy

Today is a week since filing my complaint with no one reaching out as stated in your response. You're very good as covering tracks but have not produced any positive results.

View more comments (1)
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.