Empire Today's reply to: Empire - does not stand behind their product/warranty

Thank you for making us aware of your concerns, Doug.

We understand that we’ve been in contact with you about the issues you’ve experienced and that we reached a resolution. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
Nelvin Gkj
map-marker New York, New York

Empire - does not stand behind their product/warranty

Approximately 3 years ago we had carpet installed by empire carpet. Their salesman recommended thie particular carpet for a high traffic area.

It did not hold up...the carpet looks 2 to 3 times as old as it is. We called empire and for the past few weeks they have been sending people to our house and basically telling us it is normal wear and tear. We were told that there was a warrantee but empire does not stand behind it. Others that have looked at it claim that if they used a better padding it may have helped (of course we went with their recommended padding as well).

Although we have used empire in the past and recommended them to several others we are done with them as we feel cheated not only by thier recommendation but also by their customer service.

Loss:
$1483

Empire Today's reply to: Job corrupcion

We’re disappointed that you were not satisfied with your experience working as an independent contractor, as we always strive to create a positive work environment. We would be happy to discuss the concerns you have expressed here. Please contact our Human Resources department at 888-588-2315 ext. 3007.

Thank you.
Rebekah Clerk,
National Customer Service Manager
Chester Ueh
map-marker New York, New York

Job corrupcion

corrupcion por parte de los manager general y de instalacion para el cobro de dinero alos instaladores. y tambien la vinculacion de vendedores.

esto ocaciona enfrentamiento entre los instaladores que pagan y los que no, a esto hay que sumarle la oscura manipulacion de complaint para perjudicar y beneficiar segun el caso y muchas otras cosas las cuales empire talvez conozca. todos pagamos nuestro seguros permisos y taxes.no se el porque esta empresa permite estos hechos y a llegado a tanto que abusan *** practicas contra los emigrantes pues ellos conocen las devilidades en este sentido y asi presionar y perjudicar

Empire Today's reply to: Defective Carpet

Thank you for making us aware of your concerns, Mike.

We understand that we have spoken with you and were able to reach a resolution. Please do not hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
Mike W Bfs
map-marker Fredericksburg, Virginia

Defective Carpet

We had 4 rooms done by Empire 2 they measured wrong and 1 was not complete and 1 looks like there is a 5ft square patch in the middle of the room. The not complete room we ended up having to pay an additional $250 to get them to finish the job.

The other room they sent out their inspector and he tells us its a MFR defect. We get a phone call telling us to get the carpet professionally cleaned to solve the problem. They do not stand by their work.

Now all they do is dodge my calls and push me away. NEVER USE EMPIRE!!

Loss:
$900

Empire Today's reply to: Empire carpet

James,

we regret that you’ve been experiencing issues with your product post-installation, as we never want our customers to be disappointed in the products they receive. We understand that we’ve spoken to you and scheduled an inspection so that we can better review your concerns. Please don’t hesitate to contact us with any additional questions at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
brutis o
map-marker Detroit, Michigan

Empire carpet

carpet sheds ,stopped up vacuum cleaner ,black lines in carpet ,called customer service after carpet was installed ,no one called back this carpet was installed in living room ,dining room and hall way . Lowe's installed carpet in three bed rooms, better sales people ,much better carpet and excellent customer service lesson learned .

I know this review will not help me but maybe it will help some one else .shop around , get estimates from different carpet company's . I had to take vacuum cleaner to repair shop because of carpet fibers that were stuck in vacuum that i could not get out

Empire Today's reply to: Empire Today - pushy salesman

Lisa,

we regret that you felt pressured during your sales appointment. Your experience is not what we expect for our customers, and we’d like the opportunity to make things right. We have been attempting to contact you to discuss your concerns with your sales appointment, but have been unable to reach you. If you’d be willing to discuss this matter with us, please contact us at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
lbenzola B
map-marker Great Neck, New York

Empire Today - pushy salesman

I scheduled an appointment online which, from my understanding, you have no obligation to buy from them. The salesman Howard showed up at the scheduled time, very unprofessional looking.

Before he even asked what was being done he wanted to know when I wanted it done by. I explained that depending on the price, I would let him know. I wanted to see what I could afford with it being a week away from Christmas. Once it came time for the quote he did his math, gave me a price & asked when they'd be coming back to install - all that fast.

I thanked him for coming but said I'd have to talk it over with my boyfriend before setting up an installation date - that, and his quote was a little too high for me and didn't mention the promotion that made me set up the appointment in the first place. He pulled out a contract & started explaining the contract to me and that I have 3 days to cancel, etc. I apologized but again stated that I've have to wait to make a decision. He got even more rude asking why did I say that all decision makers would be present and why I wasted his time.

He said the name of the company is "Empire TODAY" and he would not be coming back if I didn't tell him whether I wanted the installation now. I told him that was fine and asked him to leave very politely. He again stated that he wouldn't come back and if someone did come back, they'd give me a different price, of about $400 higher. Even if they price was right, I would never ask this company to come back after that.

It's a shame because I am all about being a good customer and I know a lot of people that I will NOT recommend. And even if I didn't have the money to do the full project, I would have used them to do a repair I needed but didn't even get a change to ask the questions I had about it.

Empire Today's reply to: Empire Today measured incorrectly

Lorie,

we regret the inconveniences that occurred during your installation appointment. We understand that we’ve been in contact with you in regards to possible resolutions and that you chose to cancel the order. The refund check for your deposit has been sent out, and please do not hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
loriets t
map-marker Elmont, New York

Empire Today measured incorrectly

original salesman mis measured in 3 separate areas, a bedroom. a dining room, and stairs.

WHen installers came, said they could fix with seams. This is not acceptable. I'm inconvenienced with a house in disarray, no where for my 2 sons to sleep, nowhere to eat cause my dining room furniture is in the kitchen and now i have to go out looking agains, i had to cancel an entertainment affair, and i have to wait 3 weeks for the refund.

Then the corporate office had the nerve to call back wanting to reschedule an appointment. I want everyone to know if Imre Bordas comes to your house as the salesman for empire, they will have mistakes!!!!!!!!!!!!!!!!!and aggravation!!!!!!!!!!!!!!!!

Loss:
$2000

Empire Today's reply to: Will NEVER use Empire again

Jacob,

we regret any inconvenience that may have occurred due to the delay in your installation. We never want our customers to be disappointed in the service they receive, and we have left you a message to discuss your experience. Please contact us back at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
Anonymous
map-marker Chicago, Illinois

Will NEVER use Empire again

In April 2012 I decided to use your company for blinds. Your salesman Nate Kinard came out and showed me different options and explained how everything would turn out just the way I wanted.

First he said the the 2 rows would look symmetrical, this Is not true, the sliding glass door valance is higher then the windows valance and the trapezoid blinds are shorter than the middle Window blinds. Next the top center blinds do not open equal on both sides. Then I wanted all the controls on the right, which Nate said would not be a problem, he was wrong again, the right trapezoid's control is on the left (where the couch is) while all others are on the right.

After waiting 7 months, supposed to be 2 weeks, you would think there would be no mistakes. Also my very pleasant installer had no help and was not informed to bring a taller ladder for my 19 foot ceilings like I asked.

Loss:
$3000

Empire Today's reply to: Old a defective product and will not replace it.

Jennifer,

we understand that we have been in contact with your husband in regards to this issue and that we are currently working towards a resolution. If you have any additional questions or concerns, please call us at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
JENNIFER M Brw
map-marker West Palm Beach, Florida

Old a defective product and will not replace it.

I have had my NOT SO GREAT EMPIRE TODAY CARPET for less then a year. At every seam there is split-age, not to mention huge pulls which leave the carpet permanently damaged and unfixable.

When I went to the rep he passed me along to customer service. After several phone calls, much to which I was the one following up I am no where. This was not only the worst purchase I have ever made it is by far the biggest disappointment. The builders grade carpet which we replaced wass in better shape by far then this one less than a year old.I have a BAD product and the only thing I got was buy an upgrade.

Wow, thanks for selling me *** and not standing behind it.

Well, I vacuumed again today as I normally do twice or more a week and guess what more pulls along each seam and in every corner or edge! Never thought I was not able to walk in shoes (of any kind), vacuum it or place movable furniture on CARPET. Yes Carpet that is supposed to be durable.

Well this one is not.

We just want the company in which we paid good money to stand behind the product they sell. At this time they are not, they have offered us a upgraded carpet at additional cost to us (total cost out of our own pocket will the be close to $4500.

for 3 small bedrooms, hallway and stairs). What company tells their client that defective product it their fault and asks the client to pay for it?

Loss:
$3445

Empire Today's reply to: Empire Today Does Not Stand By "Lifetime" Warranty

Keith,

it’s our understanding that we’ve reached an agreement and have scheduled the repairs to your transitions for this week. Please contact us if you have any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
KeithSiegfried
map-marker Alpharetta, Georgia

Empire Today Does Not Stand By "Lifetime" Warranty

Several years ago we had Empire Today install laminate flooring in our home. The initial installation went well and the flooring looked great.

Over the course of time, several "transition" pieces between the laminate flooring and other flooring areas have cracked/chipped. We were sold a "lifetime" warranty on the flooring, but Empire Today now states that only the "main laminate flooring" is covered in the warranty, not transition pieces, molding, and the like.

Very disappointed and absolutely will not use nor recommend Empire Today ever again. If they won't stand by their product then I will go elsewhere.

Loss:
$100

Empire Today's reply to: Very disatified with the Service

Thank you for the feedback on Ms. D’Andrea’s order. We are aware of the situation and are working towards a resolution. We look forward to bringing this issue to a close.
Anna D Yoc
map-marker Toronto, Ontario

Very disatified with the Service

Empire Today:

I have been trying to resolve an issue with my very expensive flooring for quit some time with no resolution to-date. I personally do NOT recommend using this company for the purchase or installation of anty liminate or hardwood flooring.

This company although the work and monies were collected in Canada no longer has a Canadian Office. Buyer be aware that this company is not in Canada and has not responded to my flooring issues sime 2010.

Please ensure that you are aware of complaints made by others as well. Please research this compnay fully prior to finallizing any purchase.

Loss:
$13000

Empire Today's reply to: STAY AWAY FROM EMPIRE

Monika,

we regret the delay in the refund for your cancelled order, as we never want our customers to be inconvenienced. We understand that your refund check has been mailed and that we reached out to you to advise you of this. If you have any additional questions, please call us at 888-588-2315 x4195 or email customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
m.williams w
map-marker Marietta, Georgia

STAY AWAY FROM EMPIRE

My husband and I just moved into a house and we ordered carpet through empire, almost $6,000 worth. We wrote a check on November 2nd and called 30 minutes after the sales person left to cancel the order.

She hadn't deposited the check but said she still has to turn it in, completely understandable. Well 15 days later the check was cashed!! Almost $6,000 withdrew from our account. We called to speak to their customer service and they agreed that it was weird that the check was deposited 2 weeks after being a cancelled order (especially since it was cancelled within 30 minutes of placing order) he said we should receive the refund check in approximately 3 days since it had been cancelled for so long.

When we did not receive that refund that week we called back. The person on the phone said he would put a "hot priority" on getting the refund check in the mail and that we should receive it within a couple days. Well ONCE AGAIN we did not receive it and ONCE AGAIN we called back to check the status. After speaking to 3 people we were transferred to the corporate office where they saw that it WAS NOT mailed off yet!!

He said he would "hot priority" it and we should receive it very soon. Called 2 days ago and it has STILL NOT BEEN SENT!! We will be calling back to check the status once again but it has been over a month and still no $6,000 check has been sent!!

I HIGHLY recommend choosing another flooring company due to the way they treat their customers and their lack of respect for your hard earned money and their lack of organization, timeliness and customer service. I will make sure to let everyone I know, and everyone online to STAY AWAY FROM EMPIRE!!

Empire Today's reply to: BEWARE Empire Carpet Garbage

Ken,

while we regret that you were not initially satisfied with your sales experience, we understand that we’ve spoken to you and addressed all your concerns. Please don’t hesitate to contact us with additional questions at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
lukelucas
map-marker Cincinnati, Ohio

BEWARE Empire Carpet Garbage

They sell junk and will not listen to consumer. They do not stand behind their product and falsly misleed you with good samples but install bad garbage. STAY AWAY!!!!!

They sell junk and will not listen to consumer. They do not stand behind their product and falsly misleed you with good samples but install bad garbage. STAY AWAY!!!!!

They sell junk and will not listen to consumer. They do not stand behind their product and falsly misleed you with good samples but install bad garbage. STAY AWAY!!!!!

They sell junk and will not listen to consumer. They do not stand behind their product and falsly misleed you with good samples but install bad garbage. STAY AWAY!!!!!

Loss:
$3000

Empire Today's reply to: Empire Today--defective floor and bad customer service

Kate,

we regret the issues that occurred regarding the replacement of your floor. We never want our customers to be frustrated with their experience, and we understand that we’ve been in contact with you about this issue and have reached a resolution. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
cvfiore F
map-marker Washington, District Of Columbia

Empire Today--defective floor and bad customer service

We had a laminate floor installed by Empire in February of this year. The installation was incredibly shoddy, but since it took them a full day longer than estimated to complete the job we just wanted them gone so we lived with it.

A few months later we notice some kind of staining in the floor that looked like mold so we asked Empire to come look at it. Four different contractors were sent to the house, each one with seemingly no background on what the previous guy had found. Finally, after the last specialist came out and wrote up a report that stated that the floor was defective due to a manufacturing flaw, the customer service rep we were dealing with disappeared and stopped returning calls. After going back to the 800 number and being shuttled around we ended up back with our original rep who sent out a salesperson to have us pick out a replacement floor.

The rep showed up with three colors of floor to choose, of a quality that was inferior to the floor we had originally purchased. We picked the floor and were told Empire would get right back to us to set up an installation. Then they stopped returning calls again. Call the 800, get shuttled around some more, finally set up an installation date.

The date comes and nobody shows up. Call the 800, get shuttled around again and finally speak to a different customer service rep who says there is no record of a salesperson visiting us much less an installation date.

At this point we just want our money back but no one will call us back.

Loss:
$3000

Empire Today's reply to: Empire 'Today'? More likely tomorrow

Terry,

we understand that we’ve been in contact with you to attempt to resolve this matter. We regret the delays that occurred during your installation process, as we never want our customers to be inconvenienced. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
Anonymous
map-marker Raleigh, North Carolina

Empire 'Today'? More likely tomorrow

We decided to re-carpet our carpetted areas. First, we checked the Home Improvement stores (HD & The 'L' place); thousands of pieces of carpet yet no one who knew carpets at either place. Checked a few stand-alone carpet places-- either too high or too low-quality. Decided to give Empire a call. SHOOT ME IF I EVER RECOMMEND THEM TO ANYONE!

Peter the Slick salesman arrives on a Saturday; half hour late, but that's ok. He thinks we're some sort of rubes but he's pleasant enough. When he gives us his 'best price', I say it's too high and offer 15% less (which brings it down to the Home Improvement places' price). He does the ''let me call my boss routine- yada yada yada'' and they agree to the cost.

We decide 2/3rds of the carpet will be installed the following Friday (the in stock pieces) and the remaining ''TBD''.

I get a call the next day (Sunday) reminding me of my Friday install (installers can arrive anytime between 8am and 6pm). I get a call AND an email on Monday, reminding me of my Friday install (installers can arrive anytime between 8am and 6pm). I get an email on Tuesday saying I ''must call them and confirm the Friday install or they will call me'', which they do before I see the email and I'm reminded that ...installers can arrive anytime between 8am and 6pm. I get an email and a call on Wednesday, reminding me of my Friday install (installers can arrive anytime between 8am and 6pm). I get a call Thursday reminding me of my Friday install and that the installers could arrive anytime between 8am and 6pm. DID YOU GET ALL THAT??

So, Friday arrives... at 3pm I call Empire. After pressing several buttons, the message says, ''Installers can arrive anytime between 8am & 6pm-- YOU CAN HANG UP NOW or wait for a customer service rep'' Ok, ok, I get it... they're probably on their way.

At 6:05pm I call Empire- I WANT TO CANCEL MY CONTRACT!! You m$%^#^ers call me everyday and then don't show up?!?!

Peter the Slick calls me 5 minutes later. ''I am so sorry! This is NOT the way Empire works. I've never received a call like this... sob, sob, sob. Can we PLEASE put your carpet in tomorrow?? (Saturday) If you don't hear from someone by 10:30am give me a call (which is the message I am supposed to hear when I call them, but never did!)''.

I agree; the installers arrive at 9am and are VERY nice men. One of them speaks perfect English and they do an excellent job of carpetting the upstairs. I tell them that I hope they will be the ones coming back to do the downstairs Berber when it comes in.

Two days later the Berber arrives; I get a call- ''We will be coming between 8am and 6pm on Wednesday...'' I cal back, No you won't! Allow ME to tell YOU when is convenient-- is that ok?

We decide 2 Fridays later- 11 days. On Monday the calls and emails start again. ENOUGH IS ENOUGH!!! I tell them and they don't call again until Friday morning at 8am (the date of the install) to say they will be there between 2 & 6pm. Excellent, I say!

At 5:54pm on a Friday night they come screaming up my driveway. Ok, ok...it's the same crew; excellent!! I'll forgive the fact that my night will be ruined to get this over with.

The lead man starts measuring-- oh, did I tell you that I'm a general contractor? Well, I am...-- I notice that he's measuring 2 ways; I ask, ''You're not putting TWO SEAMS PERPENDICULAR TO EACH OTHER IN MY BERBER, ARE YOU???''

... ''I have to, they didn't send enough material to do just one seam''

Berber is fairly hard to seam in the first place... putting 2 seams in WILL BE NOTICEABLE.

How much more carpet did he need to send? FIFTEEN INCHES!! He sent 30 feet when he needed to send 31'3''!!

I called Empire to say that I had had it with them; to take the carpet back and refund my money. Of course, that department was closed so they'd call me back Monday morning. It's now Monday afternoon. I just called; ''Someone will be calling you back in 1-3 days to let you know what your refund will be''

Oh, I already know what it will be!!

End of story: AVOID EMPIRE TODAY AT ALL COSTS!! There is no such thing as a SALE, there is only SALESMENSHIP! They are clueless as to scheduling and the customer service stinks!

Empire Today's reply to: Empire Flooring are deceptive, rude and LIARS!!

Liz,

we’re disappointed that you were inconvenienced by the issues that occurred during your installation. We understand that we’ve been in contact with you about possible resolutions and that you chose to cancel the order. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
Anonymous
map-marker Louisville, Kentucky

Empire Flooring are deceptive, rude and LIARS!!

Agreed to pricing on hardwood flooring. Installer came in and said floor was uneven and it would cost an extra $2000.

Sales rep said she went over it with us. NOT TRUE. The installer's contact at Empire (Roger?) told my wife I was a liar and then the next day that she was a liar. The only people lying work for Empire Flooring and their sub-contracting sales people.

After they ripped up portions of our carpet and parquette(?), they said they were leaving and Mike, the installer, who by-the-way had nothing to do with this, tried to piece it back as best he could.

Do Not Use this Company. Ever!!!!!!!

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