empire carpet customer service service customer installation home house sales installers
Empire Today's reply to:

Poor customer service nad inferior product | Empire Today review

Dear Nicole,
We understand that we’ve spoken with you in regards to this matter. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#702012 Review #702012 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$8000
Preferred solution
The floor repaired and warranteed for at least 2 years
Tags
  • Flooring Installation

We moved into a new house about a year ago, the house had brand new carpet, but we prefer hard floors. No more than six months ago we had Empire come out and give us a quote as they had done our floors in our old house.

We decided on hard wood and had it installed the next day. A few weeks ago a TV tray left a small scratch that was deep enough to not be the same color as the flooring. I was surprised that the TV tray scratched the floor. Then a week ago, while closing the reclining part of the couch a very large gouge was left on the floor.

We called about it and were told that "everything scratches" "even diamonds scratch" and they were not going to warranty the floor! We paid $8,000 less than six months ago and they are telling us it is not covered? That decision solidifies my efforts to not only never use this company again, but tell everyone and anyone I know to choose a much more reputable company that values their customers and more importantly believes in their product enough to recognize this particular floor is inferior!

The last time we purcahsed a floor for our old house, they left us with some planks incase we needed them, this time they did not. I have a 3200 sq ft house, they only did the first floor, I will call someone else for the second floor.

2 comments
Anonymous
#1122826

I can't help but to comment on this. You scratched your floor, by t.v.

tray and by furniture, and you want the people that sold and installed the floor for you to fix it?

This is not the flooring retailer's problem. How do you figure that it is Empire's problem? I think that maybe I missed something. Did they tell you it was impossible to damage?

Did they make some sort of ludicrous claim like that?

Kennidy
#1036808

Hi Nicole, thank you for bringing your concerns to our attention. We regret that you’ve been experiencing issues with your product, and we understand that we’ve spoken with you about this matter.

We will be following up with you again shortly to discuss the situation in more detail and work towards a resolution. You can also reach us at customersupport@empiretoday.com.

Thank you. Angelica Snell, Resolution Team Manager

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

Empire Today Wood Flooring Review from Gloucester City, New Jersey

Thank you for bringing your concerns to our attention. We’re disappointed that your sales experience did not meet your expectations, and we would like the opportunity to learn more about what happened. We understand that you’ve already gone with another company, but if you would still like to speak with us, you can reach us at 888-588-2315 x3555 or customersupport@empiretoday.com. Thank you. Angelica Snell, Resolution Team Manager
Review
#699649 Review #699649 is a subjective opinion of poster.
Reason of review
Poor customer service

Sales person came to our home and offered only 4 colors and types of wood flooring. We felt pressured to make quick decision.

Said he would not come back and needed a contract signed that night. We finally went with a neighborhood business who had hundreds of choices and gave us much lower quote.

Empire Today's reply to:

When Hardwood Really Isn't Hardwood | Empire Today review from Hercules, California

Dear Leroy,
Thank you for bringing your concerns to our attention. We understand that we’ve been in contact with you about this situation. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Review
#696342 Review #696342 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$5000
Preferred solution
Replace the entire floor with the cheaper lament rather than the hardwood.

We've been trying to get Empire to replace the wood flooring job they did for us two years ago. The first year we started noticing little dimples all over the floor.

We called them within the one year service contract and they sent an independent contractor to investigate. Their findings was the dimples were caused by stelletos. This baffled my wife and I, as we are the only residents, and we wear sleppers or socks in the house. Our visitors remove their shoes at the front door.

Now, the floor looks terrible. An investment over $5000 gone up in smoke. We recently had another independent contractor, sent from Empire, revisit our plight with basically the same findings. I know we take care of our property, including flooring, which looks new.

Empire assumes we've done something to the floor accidentally and that's just wrong.

If anything, they should replace our floor, even if they replaced it with lament. What are our recourses in this matter?

1 comment
Kennidy
#1031741

Thank you for bringing your concerns to our attention. We’re disappointed that your product has not been meeting your expectations, and 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 follow up with you to work towards a resolution. You can also reach us at customersupport@empiretoday.com or 888-588-2315 x3555.

Thank you. Angelica Snell, Resolution Team Manager

Empire Today's reply to:

NEVER USE THEM NO MATTER WHAT THE DISCOUNT IS.. | Empire Today review from Atlanta, Georgia

We’ve read your review, and it’s disappointing that you have not enjoyed your experience with us so far. We never want our customers to be disappointed with our service or the work that is done in their homes, and we would like to know more about what happened and help make things right for you. Unfortunately, we cannot locate your account with the information posted here. Please call us at 888-588-2315 x3555 or send your contact information to customersupport@empiretoday.com so that we can follow up with you. Thank you. Angelica Snell, Resolution Team Manager
Review
#693811 Review #693811 is a subjective opinion of poster.
Reason of review
Poor customer service

WE CALLED THIS CARPET PLACE TO GET A QUOTE. EVERYTHING WAD DONE ONLINE.

THEY HAD YOU ORDER YOUR CARPET VIA THE WEBSITE AND THE A REP CAME ON BUT THEY WERE RUSHING YOU THROUGH THE PROCESS WITHOUT GIVING YOU TIME TO READ. YOU ALSO SIGNED THE CONTRACT ONLINE AND AT THE END, YOU DID NOT GET A COPY OF THE CONTRACT. I MADE A CHANGE THE NEXT DAY BY CALLING LETTING THEM KNOW THAT I WANTED A DIFFERENT BRAND OF CARPET ON MY STAIRS. WHEN THE INSTALLER CAME, HE NEVER SAID HELLO, HE JUST SAID I NEED FULL PAYMENT.

OF COURSE THAT PISSEDME OFF. I TOLD HIM I DON'T PAY BEFORE THE WORK IS DONE. THE INSTALLER CALLED THE BOSS AND THEY TOLD HIM TO LEAVE. THEY CALLED BACK SEVERAL HOURS LATER AND SAID THEY HAD THE NEW UPDATED CARPET AND CAME BACK THE NEXT DAY.

AGAIN, THEY FIRST ASKED FOR THE PAYMENT. WE WENT BACK AND FORTH, ASKED TO SPEAK TO A SUPERVISOR AND THEY WERE JUST AS RUDE. I ENDED UP PAYING BECAUSE OF THE URGENCY I WAS DEALING WITH. THEY ASKED FOR MY DRIVERS LICENSES AND CLEARED THE CHECK.

THEY THEN STARTED INSTALLING AND I NOTICE MY CARPET WAS IN STRIPS AND NOT A SHEET. I ASKED THEM TO REDO THE CARPET BECAUSE IT IS NOT WHAT I EXPECTED. THEY DID NOT HAVE THE BINDING FOR THE STAIRS AND THEY SAID THEY WILL COME BACK. NOW THAT I PAID THEM AND I ALMOST POSITIVE THAT THEY WILL NOT BE BACK BUT I WILL UPDATE THIS EMAIL IF THEY DON'T.

I WOULD NOT RECOMMEND THESE PEOPLE TO MY WORST ENEMY. PLEASE DO NOT USE THEM NOT MATTER WHAT 1/2 PRICE THEY ARE OFFERING.

THEY WERE RUDE, DISRESPECTFUL AND THE MANAGEMENT TEAM WAS JUST AS BAD. IT IS NOT WORTH IT.

Empire Today's reply to:

Beware of Empire Today

Dear Tina,
We are disappointed that your initial experience was not a positive one, and understand that your order was cancelled per your request. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#693178 Review #693178 is a subjective opinion of poster.
Cons
  • That they did not come the day they were supposed to
Reason of review
Poor customer service
Loss
$2600
Preferred solution
Full refund

I was supposed to have carpet installed today (9/2/15) and spent 2 hours tearing my house apart to get ready for the installers. Instead of calling me first thing, they waited until 9:30 to call to say they needed to reschedule.

I have cancer and am recovering from a broken back, so getting ready for them was not easy.

I called them back and asked to talk to a manager (who from the first call was supposed to call me back and didn't). So I told the young man who put me on hold 3 times to try to get someone that if they didn't come today, I wanted to cancel the whole thing. I have read other reviews and most everyone was unhappy with having to pay in full, up front, before installation. I knew this was the case but was willing to do it.

So now I am am still waiting to hear from them and if they do not call in the next 15 minutes I will call back and cancel the whole order.

Very unprofessional and it's funny that they called twice and sent multiple e-mails to be sure they could come on 9/2/15 and now they are not coming. I will be calling a local company to get new carpet as Empire does not deserve my business.

1 comment
Kennidy
#1029101

Hi Tina, we regret that you were inconvenienced by your missed appointment. We never want our customers to be disappointed in our service, and we understand your frustration.

We understand that we've been in contact with you and that you decided to cancel your order. Please do not hesitate to contact us if you would like to discuss this matter further, or if you have any additional questions or concerns.

Thank you.

Empire Today's reply to:

Terrible business practice Dayton location | Empire Today review from Waynesville, Ohio

Dear David,
We understand that your time is valuable and sincerely regret that you were inconvenienced by missed appointments. Per our understanding, you did not pursue an order. If you have any further questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#693172 Review #693172 is a subjective opinion of poster.
Cons
  • Entire experience
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Don't waste your time like I have 3 times now. Why have I even tried to give them 3 chances, is beyond me.

First I set up an appointment online. Nothing no call no e-mail confirmation nothing. Second time called and set up an appointment the person never showed up. No call no cancellation nothing.

Now onto the third time, I even told them on the phone about my other 2 experiences. I asked are you certain that a person is coming? Because I am not missing work if they are not going to show up again. Oh yes, for certain they will be there.

Guess what? I get a phone call at 8:57am from The Sales Manager telling me that my appointment has been canceled because of a scheduling conflict. Well at least they called this time. Ha ha.

I was furious to say the least. I have missed work on several occasions now basically begging them to allow me to spend money with them. This is crazy!!! No more!

No more chances and no more wasting my time!!! Many companies need business and want to please their clients, not take them for granted. We will go else where. Imagine if they can't even come to a sales call, what would it be like during installation.

The worst part is I wanted to speak to someone of high authority and they would not allow me. They just kept saying I would have to speak to the sales Manager again. I said I had already talked with him when he canceled my appointment. I wanted to speak with a manager above him.

They told me he was the only person. Just crazy!

Save yourself the time, headache and frustration. Many other places to do business that will be glad to help you with open arms.

1 comment
Anonymous
#1044416

That was the exact same thing that happend to me and it took 3weeks to get my money back

Empire Today's reply to:

Hole in 2 day old Carpet - There when it was Installed!! | Empire Today review from Ypsilanti, Michigan

Dear Heather,
Thank you for making us aware of this matter. Per our understanding, we have addressed your concerns. If you have any further questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#690012 Review #690012 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$5000
Preferred solution
Full refund
Tags
  • carpet installer

I found *** the size of a golf ball in the middle of our family room the day after installation. That was the first time walking through the room since we were so busy the day of installation.

I called customer service and they said 1-3 day call back. I called back 3 days since I never received a call and they put an "urgent" ticket out for a 24 hour call back. It's been 24 hours and still no call. Fraudulent company and I want my $5000 back!!!

To add on top of things there are marks all over our walls, we fed the installers pizza and gatorade and this is what we get!?!?!? Worst company EVER!!!

5 comments
Mckenzie
#1173425

HI,

Was this is issue resolved? If so, How?

They installed carpet for me last night and I noticed *** this morning... Very frustrated to say the least!

Anonymous
#1173433
@Mckenzie

Hi WillJub,

This was the start of our process because they would never call us back when we called even after they "escalated" the calls. They were rude, unprofessional and we just kept nudging.

Finally they were able to come and replace the carpet but after we said we were still dissatisfied with their service and the fact that they'd come when we told them not to we were able to get $1000 back. Good luck and keep complaining and pushing.

It's not right! Open a BBB complaint and respond on time to the BBB so they don't close your case.

Kennidy
#1025772

Hi Brian, thank you for bringing your experience to our attention. We never want our customers to be disappointed in the work that is done in their homes, and we regret that no one has followed up with you about this.

We want to ensure that everything gets completed to your satisfaction, and we will be contacting you shortly. You can also reach us at customersupport@empiretoday.com.

Thank you. Angelica Snell, Resolution Team Leader

Mckenzie
#1173424
@Kennidy

HI Angelica,

I had carpet installed last night from empire and this morning I noticed *** with missing fibers about the size of a nickel. Do you know what my options are? I called empire and I'm currently waiting for a call back with in the next 24hrs..

Kennidy
#1173462
@Mckenzie

Hello WillJub,

We want to help, but are unable to locate your account with the information given. Please contact customersupport@empiretoday.com so we can assist further.

Thank you.

-Empire Customer Support

View more comments (4)
Empire Today's reply to:

Theft | Empire Today review from Riverside, California

We take allegations such as these very seriously, and we would like to follow up with you so that we can learn more about what happened. Unfortunately, we cannot locate your account with the information posted here. Please send your contact information to customersupport@empiretoday.com or call us at 888-588-2315 x3555 so that we can reach out to you. Thank you. Angelica Snell, Resolution Team Manager
Review
#676236 Review #676236 is a subjective opinion of poster.
Cons
  • Job quality
  • Lack of caring
Reason of review
Poor customer service
Tags
  • Theft From Installers

The installers stole everything that they could get their hands on including a bunch of camera equipment. Equipment that I make part of my living with.

I have complaints about the workmanship and broken plumbing that they acted as if they had nothing to do with but it pales when compared with stealing. All you can do is to have security people watching when they come into your house and then search them before they leave. I need to add thousands of dollars to the cost of the job.

In the old west stealing a mans tools was a hanging offense.

Empire Today's reply to:

Empire Today flooring and carpeting - horrible

Dear Francine,
We are saddened to hear about your experience, and although time has passed since your last posting we want to ensure that your concerns were addressed. If you continue to have questions, please reach us at customersupport@empiretoday.com.
Thank you.
Review
#675583 Review #675583 is a subjective opinion of poster.
Pros
  • Were fast
Cons
  • Way the installation went and the end product
Reason of review
terrible installation
Loss
$16000
Preferred solution
Deliver product or service ordered

Various non-English speaking workers came into my house for about ten days to do the upstairs carpeting and the downstairs flooring. There was no consistency to the workers; they created and left huge messes; they broke things.

But the worst of all was the quality of the work. Sections of the carpet have already been relaid, and the entire downstairs floor needs to be replaced because the workers did not allow for the temperature of the flooring to acclimate.

Empire, after a lot of calls and visits, did agree to re-do the work.... but I am still waiting one year later for it to happen.

Empire Today's reply to:

Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. | Empire Today review from Pretoria, Gauteng

Dear Jill,
We are disappointed to hear that your experience working with our company was not a positive one. If you remain to have concerns please contact our Human Resources derpartment at 800-588-2300.
Thank you.
Review
#674125 Review #674125 is a subjective opinion of poster.
Cons
  • Job quality
Reason of review
Problems with payments, quality of work, damage to my propert, no shows, crazy installe, lies told by local managers, use of illegal workmen
Loss
$14900
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review
Avoid Empire-Today at all costs! Take it from a former Sales Contractor and custome. - Empire Today review

Avoid Empire-Today at all costs!

I come from a unique perspective in that I worked as an Independent Sales Contractor for Empire for a year and a half. Unfortunately, I cannot speak to Empires business model or practices due to a confidentiality agreement, but I can speak as a customer who used Empire 4 times, once prior to my employment. So trust me when I say avoid at all costs unless you want the risk of them having to come back a repair things, damage to your property, no shows, out of stock, charging you in full before the job starts and endless emails, phone calls and hassles!

My first install was approximately 6 years ago. I ordered laminate for 2 rooms, a hallway and stairs, got a phone call the next day saying they don't do laminate on stairs, but that they would do hardwood at no additional cost, I was assured it would match the laminate. It was not suggested that I do the entire job in hardwood, which I could have afforded. It never looked right and friends always asked, why do laminate and wood together? After the install we noticed every nail on the stairs was popping out. They never set the nails. A safety hazard. We called and it was repaired. So when I got a call, as they had seen my resume on line, to come work for them 4 years later I accepted. After all, they had fixed the stairs. I did enjoy the freedom the job gave me and working with customers, that's about all.

My next install was a little over a year ago for carpet in 4 bedrooms. Once completed I noticed a 1 inch gap from the wall in an area, a seam that was buckling and visable on one half and the other was perfect, and exposed tack strips that punctured my foot! They came back did the repairs except to the seam. I was told it's the type of carpet, but why then was one half of it perfect? I just accepted it.

The third install we were fixing the house up to sell and we did tile and carpet on the stairs and hall where they had done wood and laminate years before. They started with the tile in the kitchen. I had just had all my cabinets professionally painted. They took no precautions and covered nothing. My painter who was doing another job for me noticed they had scratched almost all of my kitchen cabinets and he was furious as was I. The contract does say baseboards can be nicked, but not cabinet doors some which were as high as a foot from the floor, I called installations to complain, they assured me the bathroom cabinets which were next would be covered. The next day they started on my bathroom and again did not cover the cabinets. I had to stop them and have them cover the cabinets. Later I came upstairs and they had gotten thin set all over the carpet I had put in 6months earlier. While I called to complain they scrubbed the dirt in with a cloth and water. Really? Now it was all ground in! I was offered to pay for the cabinets a carpet, but I did not want to make waves with the company I worked for, my husband wanted to be reimbursed, but I didn't pursue it. Once the tile was done, we noticed numerous areas were the tile was crooked and sticking up. I asked for a different crew to come make the repairs and they sent the same ones! Next the carpet? They charged me in full when the installer arrived, we get alerts on every charge, I didn't make a fuss as it was a one day job. The carpet installer said the wood stairs had to come out, I didn't want them out in case the new owners wanted them. He kept insisting. I called the install manager and he told the installer that yes we can carpet over stairs. Did they just get this installer off the street? Surprisingly, no other issues with the carpet.

We purchased a new home and needed flooring. My husband begged me to use someone else and quit Empire. I told him I'd talk to the install manager and make sure we got one of the best crews. I was assured everything would go smoothly this time....Ha! A drunk driver crashed through the living room the day of closing. I had placed the order for tile and hardwood prior to closing , but had to remove from the order the hardwood from the front room. When the room was repaired I added the wood back to the order and made one other change. For these changes I was referred to by my General Manager in an email he copied to several people in the organization as a "sales rep with half a brain". Really, for making changes to an order because a drunk driver ran into my house? This was totally out of my control yet he slandered me within the company! Anyway, the hardwood was first to go in, again I was charged in full $10,517 before the job even started and it was 2weeks later that it was completed. Against the law and breach of contract! Before they started the lead installer said Empire ran out of stock and he only had enough to do 2 bedrooms and hallway. They finished early and had done the mbr and hall and 2/3 of my daughters room. The installer said he could have finished my daughters room but that he stormed out of the warehouse in anger leaving 3 cartons behind. He said he was so pissed because Empire was "consistently running out of stock" and that "other companies he does work for are never out of stock "! His words not mine. No one could tell me when the wood would be in, so I asked the install manager to go ahead and start the tile and he said they would start Monday, this was Saturday. Monday came no one showed. I called to ask why and the assistant install mgr said "they didn't have any installers who could get through the border checkpoint in Temecula". So, they're hiring illegals? That was news to me. I decided to have a painter start since we couldn't get anyone to do tile and the wood was out of stock. I told the install manager the painter would be done in 4 days which was Friday. They got the wood in and wanted to start Wednesday and I said no Friday the painter will be finishing up. The installer came Friday morning while I went out for coffee, 15minutes. The painter said the installer took pictures of the area he was working and said "I can't work like this." And stormed out again in a rage! I called install and the general manager and got a tongue lashing as they had seen the installers pictures. I then took pictures of my daughters room and office which were nowhere near where the painter was working and the installer could have worked without even bumping into the painter. I forwarded them to install and the GM and all I got was an "oh". I also want to ad that I was accused by the GM of writing a bad yelp review which I did not. He called me a liar and said it was in front of him and he was reading it. Come to find out my husband called to complain and threatened to yelp, but never did. When I confronted the GM he said he never said he actually read the post on yelp. Now who's lying? No apologies for yelling at me or talking down to me....typical! I have since written reviews about Empire on yelp, consumer websites, etc...I asked for a different installer because of the installers anger issues. I was assured by the GM they would not be sending the same installer. The next day again they couldn't send anyone else until the following week as they couldn't get past the border checkpoint. I had to use the same installer. My daughter couldn't sleep in her room for 2 weeks as it was and it couldn't wait another week! That morning the same installer ran the security gate to out community and refused to pull over until he got to my house. He exited his truck in a rage (what's new) waving his arms and swearing at the security guard. I stepped in calmed him down and talked to the officer. The installer was lucky he did not get cited or had I not intervened arrested! The job was finished and for once done right the first time, I should say so far as I can tell. I cancelled the tile order, resigned and turned in my samples. I did get my kitchen tiled by another company and they took great care with my kitchen cabinets, I didn't even have to ask, not one nick or scratch, go figure! Bottom line read the reviews on Empire and how the majority are bad. You might get a reply saying only disgruntled people do reviews on sites like yelp. Not true, don't by the spin! Do not risk going with Empire!

1 comment
Anonymous
#1081639

your monetary loss was YOUR fault for continuing to deal with the company…seriously??? You could have gotten another job as your case was most certainly not an isolated incident and you had to know the ship shoddy work and the rip off the company is.