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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?

1 comment
Kennidy
#1110922

Thank you for bringing your concerns with the installation to our attention. We never want our customers to be disappointed with the work that is done in their homes, and we would like to know more about the situation.

Unfortunately, we cannot locate your account with the information posted here.

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

Empire Today's reply to:

Empire Today - Carpet Installation Review from Rockaway Township, New Jersey

Dear Customer,
Thank you for bringing your concerns to our attention. We never want our customers to be disappointed in the work that is done in their homes, and we would like to know more about the issues that occurred with your installation. 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 and work towards a resolution.
Thank you.
-ET Customer Support
Review
#781818 Review #781818 is a subjective opinion of poster.
Reason of review
Poor customer service

Empire Today = rude installation manger+ bad quality carpet+ unprofessional customer service . It is a rip off .

I wouldn't recommend this company to my enemy . Worst experience ever

1 comment
Kennidy
#1104985

Thank you for bringing your concerns to our attention. We never want our customers to be disappointed in the work that is done in their homes, and we would like to know more about the issues that occurred with your installation.

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 and work towards a resolution.

Empire Today's reply to:

Failed to honor offer | Empire Today review from Newport Beach, California

Dear Michael, thank you for bringing your concerns to our attention. We regret any misunderstanding that occurred, and understand that we have addressed this matter. For questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#781672 Review #781672 is a subjective opinion of poster.
Cons
  • Poor follow up on installation
  • Dishonest pricing
Reason of review
Poor customer service
Loss
$250
Preferred solution
Deliver product or service ordered

I had wood flooring installed by Empire and they missed a small 2' x 3' closet. I called them to have them come out and do the closet and they wanted to charge me for a whole new install.

I received an unsolicited call from Empire a few days ago and they offered $250 off ANY install. I figured this was the perfect opportunity to get the closet done. I made sure to explain the situation and scope of work the the Empire rep and she assured me that the $250 would apply to any order. A sales rep was scheduled to come out but he cancelled when to found out there was no commission for him. He told me that his manager "Nick in LA" had said I could just schedule an installation with out the sales rep coming out. I called and was told the the $250 offer would not be honored.

1 comment
Kennidy
#1104975

Hi Michael, thank you for bringing your concerns to our attention. We regret any misunderstanding that occurred, and we will be following up with you shortly to discuss the situation and work towards a resolution. Thank you.

Empire Today's reply to:

Empire Today - Carpet Installation Review from Yonkers, New York

Thank you for bringing your concerns to our attention. We would like to know more about the issues that occurred with your installation and help make things right, but unfortunately, we are not able to 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
#781297 Review #781297 is a subjective opinion of poster.
Reason of review
Poor customer service

This is the worst company ever! Do not use!

They should be put out of business!

They did nothing they said they would!

Didn't have enough carpet and not even the right carpet. Put stop on the cheek so I would sill have my $5000.00 the SOB'S turn it over to collection.

Empire Today's reply to:

Empire Today - Flooring Review from Whitehall, Pennsylvania

Thank you for bringing your concerns to our attention. We would like to know more about the situation and help make things right for you, but unfortunately, we are not able to 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
#775351 Review #775351 is a subjective opinion of poster.
Reason of review
Bad quality

Never brought the wall base. Now told they don't have the size, 4 inches, in a wall base.

Never brought transition. Have dip in floor. Told about it midninstallation there is a dip in floor.

Asked installer if it will be an issue, he said no. Our floor moves when one walks on it.

Empire Today's reply to:

Empire Today - Carpet Installation Review from Ephrata, Pennsylvania

Dear Christy,
We appreciate you bringing your concerns to our attention and understand that we have completed a carpet re-stretch for you. For future concerns regarding your installation please contact us at customersupport@empiretoday.com.
Thank you.
Review
#774245 Review #774245 is a subjective opinion of poster.
Reason of review
Bad quality
Empire Today - Carpet Installation Review from Ephrata, Pennsylvania
Empire Today - Carpet Installation Review from Ephrata, Pennsylvania

Had carpet installed 6/2014. First showed up with wrong carpet.

Then damaged a door (did get a discount for the door). Carpet wrinkled so they came back out to fix it. Now 1.5 years later it's wrinkled again. Said its out of warranty.

Talked to manager and they waived the fee. The contract worker who came to do it was great. There was SO much excess carpet. The pad in the walk in closet was never changed during the original install.

He said the other 2 rooms need to be done because there is excess carpet. Said they would do it free of charge but will do nothing about the laziness in not replacing the pad during the install.

Their customer service is horrible. Don't act like you're doing me a favor when it should have been done correctly in the first place.

1 comment
Kennidy
#1097965

We've read your review, and we would like to know more about your concerns with the installation. 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 and ensure that all your concerns get addressed. Thank you.

Empire Today's reply to:

Empire Today - Carpet Review from Cleveland, Ohio

Dear Belinda,
We appreciate you making us aware of your concerns and understand that we have spoken to you in regards to this matter. For future concerns regarding your experience please contact us at customersupport@empiretoday.com.
Thank you.
Review
#773381 Review #773381 is a subjective opinion of poster.
Reason of review
Poor customer service

Had a rep come to our home, the 50% off sales products were horrible , and the rep recommended the next level of carpet , we had it installed in 2 bedrooms, and the hallway, and floor of the closets, we were told the excess carpet belonged to us, but the workers took every tiny piece of that carpet , while we we dealing with a bear in our yard, we called , but never got any redults , $4500 , and can't patch a 1x1 section if we needed to , we will NEVER direct anyone to this company ,,,,no way

1 comment
Kennidy
#1097281

Thank you for bringing your concerns to our attention. We would like to know more about the situation and help make things right for you, but 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 - Carpet Installation Review from Bolingbrook, Illinois

Dear Brian,
Thank you for your post. We are happy to hear that your experience had a positive turn around, and that your concerns were answered at a timely manner.
Thanks for sharing!
Review
#772766 Review #772766 is a subjective opinion of poster.
Reason of review
Poor customer service

Epic Empire Carpet Install Fail

Salesman came out ontime, the only thing that happened ontime.

After putting down a cash deposit, install appointment was made for Jan14 PM (after 12). A message was left on voice mail, saying the install crew was on way and would be there around 9.30am. I called and said that wouldn't work. As I explained to the salesman at time of sale, I can not be here before 12. The office said they couldn't change the time but could cancel the install and reschedule for another date. I asked how its possible to contact the installer to cancel but you can't to change the install time to what i requested. They put me on hold and came back saying they reached the installers and they will arive after 12. Awesome one hurdle accomplished, just wish i knew the drama that was to unfold a few hours later.

Installers showed about 12. Said there scheduler talked to me before hand and that I said AM install was ok, that was a lie. The installers questioned it because paperwork clearly stated a PM install. They showed me the carpet in van to be installed, before removing it. The carpet was not even close to what was chosen with the salesman at time of purchase. They said they would go back to warehouse and return. I was fine with that, explained that it wasnt a problem, as long as you come back today, anytime i dont really care, as long as it's today. They said no problem, then by 6pm never came back. Called salesman (which is a stretch referring to him in that manner). I requested order to be canceled. Salesman said he would knock money off order an said he would request they do the install on Jan15 by 9.30am. I finally agreed and said if they are not here by 10am, I can't wait and will not be here had to go to work. The installers didn't show. I left and called the salesman, explained that i had to leave. He informed me that i should cancel the order then. He said its not in his purview. Last i checked from the beginning to the end of a sale is in the complete purview of a true salesman. My son was home, so i figured id let things roll and see if they show up later, they did. Just as i was going to leave work to come home and wait, my son calls to inform me the installers are here. Great wonderful, well no not really, because apparently they brought the EXACT wrong carpet as the day before.

Called office and said they need to check the salesman board against their inventory because something is truely wrong. Who sends out the wrong carpet twice in concecutive days, Empire does that's who. After a few calls and having to wait. Epire claims the salesman sample board was incorrect and that I would have to schedule another get together the following week. I explained that I didn't understand why someone couldn't come to me today or even i could meet someone where ever they wanted. I had 2 rooms of stuff packed into 2 other rooms and the hand rail on 2nd floor removed, ahead of the imstall. I needed the carpet installed, i had expected it to have been installed. I did everything i could, Empire did everything to not install it.

I canceled the order and requested my money to be returned. They attempted to offer a further reduction in price, that i did not accept. It's not about money at this point, it's about getting product, it's about service, it's about wanting to deal with people who believe their purview goes beyond holding your hand out and accepting cash, before your run away and hide.

I would not recommend Empire for anything, unless it's nothing you are looking for. They have an endless supply of that.

3 comments
Fleming
#1100577

From my experience Empire does actually read these reviews. Your experience may be different, like anything it really depends on who you are communicating with at Empire.

The 1st people were a nitemare. The 2nd set, from the sales rep to customer service, is what you would expect from a company wanting you to be there customer.

Empire sent a different Rep to our home on 1/19, who was night and day better then the 1st Rep. Another type carpet/color was chosen. A schedule was set for 1/22 for the install.

The installers arrived exactly in the time frame quoted, the carpet was exactly what was ordered. They did a great job installing. The stairs and hallway offered up some challenges to their install and they handled it well.

The experience the 2nd time around dealing with Empire, the efficiency and quality of the install, the completed look to the room was excellent. I have a couple other rooms that will need new carpet in the future and will be working with Empire for those rooms also.

I would think after the way things turned out, the 1st time was a fluke and the second would be more representative of what to expect.

Best advice I can give is, if a rep comes out and you feel the setting is going more in the direction, it's about them and not about you. Stop it and ask them to leave. Call empire and ask for someone else to come out. Empire can and does do a good job for the price/quality/service they offer.

You have to be working with the ones you are comfortable with from the start.

I had cancelled the order and they still reached out to me after reading my original post. I gave another chance and working with different people from Empire and am glad I did.

Kennidy
#1096719

Hi Brian, we understand your frustration at the delays in the installation, and we never want our customers to be inconvenienced. We want to make things right for you, and we will be contacting you shortly to discuss the situation.

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

Thank you.

Anonymous
#1096813
@Kennidy

Is "contacting you shortly" something you actually do or is it just an automated response? I haven't herd anything from anyone yet.

View more comments (2)
Empire Today's reply to:

Left out in the cold by Empire Today

Dear Robin,
We appreciate you bringing your concerns to our attention and sincerely regret to hear that your experience was not a successful one. We want to ensure that your concerns did not go unanswered, if you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#768776 Review #768776 is a subjective opinion of poster.
Cons
  • Craftsmanship
  • Dishonest pricing
  • Time it is taking to get this job done
Reason of review
see review, that says it all!
Tags
  • Wood Flooring
  • Wood Laminate
Left out in the cold by Empire Today
Left out in the cold by Empire Today
Left out in the cold by Empire Today
Left out in the cold by Empire Today

Update by user Feb 11, 2016

The employee handed me a form to sign that the work was completed and I did not provide my signature but wrote several notes. Then the worker handed me a blank form of the same form I wrote on.

What???? I have no record of my original form...this is Empire Today's method of poor methods and customer service.

Original review posted by user Jan 12, 2016

Update Jan 12, 2016: Sean the salesman has yet to this day ever call me back (POS). On Jan 11th, I spoke with JT (customer service) and told her not to send out the same crew since they did a bad job and left my front yard dirty with saw dust and pieces of wood flooring.

She spoke with the installation manager and they said they would send a different crew out on Jan 12th. On the morning of Jan 12th, I receive a call from the same crew! OMG! I told them not to come out and I called JT back.

The installation manager John Judge wanted to talk to me and he wanted me to take a third day off from work so he could find another crew! Ridiculous! He did not want to spend extra money to gather up a new crew. This just goes to show you how they do not care about their customers.

No problem making a client lose wages from being out of work for 3 days due to their unprofessionalism, terrible customer service and complete lack of respect. If you have any intelligence whatsoever and have read this, I will only have to say that you are an *** if you use Empire Today.

----------------------------------------------------------------------------------------------------------------------------

I sat down with Empire Today's salesman, Sean D. Owen and decided to go with their 50/50/50 deal for installation of laminate floors in my master bedroom and office. After researching several other local companies, I believe this 50/50/50 deal is a scam.

My fault for not searching prior to going with this awful company. They were still more expensive than other quotes. With that said, the company arrived on a cold January 2016 day. Two of the three Mexican workers did not speak English.

Therefore, it made it difficult to communicate at the onset. They kept leaving my front door open after asking them to close the door multiple times. In addition, the electric saw was just outside the front door and was extremely loud. After the work was nearly done, the English speaking worker came to me and said they did not have enough boards.

I was flabbergasted. I immediately called Sean and he said, "I have some personal contacts and I will call you back." It has been several days and no one from Empire Today not even Sean has called me! Not one! Not even the salesman.

This shows how much they DO NOT care about their customers and how they only care about getting their money. Today, I receive an automated appointment via email and that I am scheduled for completion this Saturday! I won't be here and it is a "noreply" email! Now, for their work.

The quarter round work was awful. One section of quarter round came to a "point??!!" The transition boards were awful. There were gaps and overcuts. Here is what they did.

They filled the transition board gaps with white caulk! Unbelievable! They left my bedroom door dirty with their black gloves and dirty hands. It was awful.

Never ever use Empire Today due to their salesman's lack of professionalism and their workers lack of English speaking workers and more importantly, the extremely poor craftsmanship. It just goes to show that companies like this boast about they have been in business for so many years and great customer service - NOT! NEVER AGAIN Empire Today!

And, all of my facebook family and friends will know! I will use the power of social media!

3 comments
Anonymous
#1236973

Be wary of doing business with this customer.

Anonymous
#1094119

Empire today are crooks liars, thieves run run they sale low quality products for astronomical prices they work on a 45% profit margin run run

Kennidy
#1093129

Thank you for bringing your experience to our attention. We can assure you that this is not the installation experience with expect for our customers.

We understand your frustration, and we want to make things right for you.

We will be following up with you soon, and you can also reach us at customersupport@empiretoday.com. Thank you.

View more comments (2)
Empire Today's reply to:

Empire Today Carpeting Review from Coatesville, Pennsylvania

Dear Julia,
We appreciate you bringing your concerns to our attention. It is our understanding that we have completed a carpet replacement. If you continue to have questions regarding your product please contact us at customersupport@empiretoday.com.
Thank you.
Review
#765993 Review #765993 is a subjective opinion of poster.
Reason of review
Bad quality

We had water damage in our home 2 years ago and had a new carpet places by empire. Where our carpet meets the floor in the hallway has come apart two times which empire has come and fixed.

The problem is they are cutting it shorter and shorter each time. It has happened again and I want the whole carpet replaced. With what insurance paid, the whole carpet is *** and looks old.

There is not a lot of traffic in the area which the carpet was placed. Very unhappy!

1 comment
Kennidy
#1091089

We've read your review, and we regret that you are still experiencing issues. We would like to know more about the situation and work towards a resolution with you, but unfortunately, we cannot locate your account with the information posted here.

Please send your contact info to customersupport@empiretoday.com so that we can follow up with you.

Thank you. Bill Allivato, National Customer Service Manager