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Empire Today's reply to:

Empire Today Appointment Review from Camden, Ohio

Thank you for bringing your concerns to our attention. We realize that your time is valuable, and we regret that you were inconvenienced by missed appointments. We would like to 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. Bill Allivato, National Customer Service Manager
Review
#763003 Review #763003 is a subjective opinion of poster.
Reason of review
Poor customer service

I had 4 appointments with empire carpet and the day they were supposed to come they called and cancelled. This happened 4 times needless to say not a happy camper

Dear Natalie, We sincerely regret that you were not satisfied with your experience. We understand that time has elapsed since your last posting, and want to ensure that your concerns did not go unanswered. Please contact us at customersupport@empiretoday.com with any...
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Review
#754862 Review #754862 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - Carpet Installation Review from Akron, Ohio

Thank you for bringing your concerns to our attention. We would like to know more about your experience 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. Bill Allivato, National Customer Service Manager
Review
#754806 Review #754806 is a subjective opinion of poster.
Reason of review
Bad quality

Had an installation today. The guys were on time and they even made it around the time that was good for me.

Brought th carpet but was not what i felt when the guy came to my house to show us. It was flat and thin. The carpet i felt was thick and plush. Then they rolled it out and i could tell right off the bat it wasnt right.

They measured again and they were 6 feet short! Told them to pack it up and get it out of here.

Wasnt paying for something that i did not order. Pissed me off!!!

Empire Today - Flooring Review from Flushing, Michigan
Empire Today - Flooring Review from Flushing, Michigan
Dear Customer, We’ve read your review, and we’re disappointed in the issues that occurred during your installation. We would like to follow up with you to learn more about your experience and ensure that all your concerns get addressed. However, we are not able to...
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Review
#751698 Review #751698 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today in Woodland Hills, California - Terrible service

Dear Paul,
Thank you for bringing your experience to our attention. We regret any miscommunication or confusion that occurred throughout your experience. If you continue to have questions or concerns, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#751191 Review #751191 is a subjective opinion of poster.
Reason of review
poor service and incompetency

Agreed to install hardwood floors in a bedroom. Told i would get 50% off the price due to a sale.

Workers how up and give a time estimate of 5 hours. They end up taking 16 hours for a small bedroom, multiple days to finish the job. Installers seemed pretty incompetent. Did an alright job but it was not perfect for the time it took for them to get it done.

After the job is done i get a call from Empire saying my 50% off does not apply to my order. I had to call back and forth between the sales rep and empire customer service for a whole week before i got that resolved.

Empire manager didn't want to share the breakdown of their pricing at first but later it was sorted out and i did get the 50%. Avoid this company if you can.

Empire Today's reply to:

Empire Today in Charlotte, North Carolina - Cancelled literally at the last minute

Dear LaShanda,
Customer satisfaction is important to us, and we sincerely apologize for your experience. We understand that we have addressed your concerns. If you continue to have questions, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#747572 Review #747572 is a subjective opinion of poster.
Cons
  • No show
Reason of review
Poor customer service
Loss
$178
Tags
  • Installation

I took the day off (no pay)on a Tuesday for the carpet installation for which I received 3 confirmations for. Their arrival time was to be between the hours of 8a-9a.

So 8:30 rolls around then 8:45 and in my head I'm thinking it would be typical for them to show up when they HAD to be here. My husband calls me at 8:58a and tells me that they called to cancel and wanted to reschedule for Thursday. First of all why do you think that people sit at home eating bon bons all day and it is ok for you to just change my days. I have checked the reviews and apparently it is common practice for them to cancel on customers like this.

I called to speak to the manager but got a woman named Wendy. She goes on to say that the installer was sick. Were all of them sick? Was 1 person going to install 1800sq ft?

No excuse- then she went on to say that the reps overbook appts sometimes...IS THAT MY PROBLEM???

sounds like some unprofessionalism to me. Now I have lost money and time do to your lack of customer service.

I wanted my install before Christmas and now that is up in the air. They pride themselves on being in business since 1959, obviously there business savvy is stuck in that era.

Empire Today's reply to:

Empire Today in Greensburg, Indiana - NO SHOW

We regret that you were inconvenienced by your missed appointment. We can assure you that this is not the level of service we expect for our customers, and we would like to help make things right for you. Please send your contact information to us at customersupport@empiretoday.com so that we can follow up with you. Thank you. Bill Allivato, National Customer Service Manager
Review
#747541 Review #747541 is a subjective opinion of poster.
Reason of review
Poor customer service

- I cancelled my office for initial appt 5-7 pm.

- "personal emergency" call 3:45 pm.

- Sounds like my experience was not uncommon practice for this company.

- I pass.

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Empire Today's reply to:

Empire Today in Portland, Oregon - NOT SO GREAT

Dear Deb,
We appreciate you making us aware of your concerns. It is our understanding that we have completed your installation. If you have further questions or concerns, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#747506 Review #747506 is a subjective opinion of poster.
Pros
  • People were very courteous
Reason of review
poor quality during installation

Had engineered hard floors installed; installers very pleasant but rushed through the job, and left lots of things either undone or damaged - like sheetrock for example. I now have to work on cleaning up their mistakes and damage.

Not sure if they fully understand how to install flooring since I was providing most of the direction on what needed to be done. I realize that this experience is not unique but will not use them ever again and will not recommend them to anyone.

Empire Today's reply to:

Empire Today in Toms River, New Jersey - Still no word on my laminated floor

Dear Linda,
We are disappointed to read that your initial experience did not meet your expectations. It is our understanding that we have offered a fair solution to your concerns. If you have further questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#745114 Review #745114 is a subjective opinion of poster.
Cons
  • Job quality
  • Poor follow up on installation
  • Not returning calls
Reason of review
Poor customer service

Update by user Jan 03, 2016

They finally called and said that I would only have to pay 50% to have all new That tells you right there they are wrong If they would have put a moisture barrio down we wouldn't have this problem so I enjoyed the holiday and now Im taking them to small claims court Three different contracted said they would sign a statement for me so let you know how it goes

Original review posted by user Dec 04, 2015

Talk to Dianna was told they were going to send a inspector out which they did but have heard nothing from them I am getting tired of the run around I want my floor fixed I have dealt with Empire for along time but never had this lousy of service When you try to call they wont give you a direct number and you are put on hold forever but if you are placing a order they are Johnny on the spot

Empire Today's reply to:

Empire Today - Carpet Installation Review from Atlanta, Georgia

Dear Jack,
We are disappointed to know that your experience did not have a positive start, but are aware that your installation was completed since your last post. For future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#742290 Review #742290 is a subjective opinion of poster.
Reason of review
Poor customer service

Customer service SUCKS they will not follow up and do what they say i am having problems with my carpet instaltion and and they wont help and the worist is they say they will call you back to let you know and you never hear from that person agian