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Empire Today's reply to:

Empire Today in Silverton, Oregon - Very bad experience

Dear Rachel,
Your concerns are valuable to us and sincerely regret to hear about your experience. We understand that we have spoken to you in regards to this matter. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#662573 Review #662573 is a subjective opinion of poster.
Cons
  • Horrible customer service
Reason of review
all of the above
Preferred solution
Let the company propose a solution

Bought carpet, installers showed up with wrong color carpet. Empire didn't seem to care that our entire house and business was torn apart in order to install carpet.

Told us we'd have to wait 5 days for right color. After complaining for an hour they said we could have the wrong carpet at a 20% discount (wow thanks) so we agreed just in order to be able to open for business the following Monday. Waited all day for installers to come back and they never showed up. Customer service never called us back after that.

as it was the weekend and we decided on Sunday to just re-shuffle all furniture and belongings and get the right color after the 5 days. Not so much as an 'I'm sorry' from Empire. Installers were disgruntled and did a *** job on all my base boards and walls. Even last night I stepped on a nail coming down the stairs.

Yes, a nail off a tack strip right in my foot through the carpet. I ask myself where is the pad?

I had my son pound it down for me. I'd no more call Empire to fix something than I would fly to the moon and I would never pay to have the mess up my flooring needs again.

Empire Today's reply to:

Empire Today in Dallas, Texas - Not happy with installers or high pressure tactics!

We’ve read your review, and it’s disappointing that you did not enjoy your experience with us. We would like to know more about the issues you encountered and address any unresolved concerns that you have. Unfortunately, we are not able to 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. Thank you. Angelica Snell, Resolution Team Manager
Review
#658514 Review #658514 is a subjective opinion of poster.
Reason of review
Bad quality

I had my laminate installed in my condo back in January of 2008, with blinds on all windows, which ended up costing me almost $10,000! My condo is not even 1,050 feet.

First of all the salesperson was nice and informative but when I called the next day to say I needed a day or two to think about it, the pressure was on for them to try and convince me to come out the next day (so I wouldn't change my mind - I'm sure!) The crew came out, about 6 of them, contract workers, and only the foreman and his son spoke English. It took appx. 12 hours for the installation. The next day or so I went into my second bedroom and noticed something was not right.

There was a picture missing off the wall. It was placed in the closet on a shelf possibly in hope I would not notice ... It had fallen and the glass was broken. When I complained to Empire Today, they said they would replace the frame.

It was not the price of the frame, it was the hiding of the broken picture!

I did not like the high price, the fact that it was cold outside and they did not let the laminate flooring warm up and reach room temperature before installation as I've learned they need to to (it was JANUARY and coooold outside!) nor did I appreciate their high pressure tactics! All I can say is -- BUYER BEWARE!!!

Empire Today's reply to:

Empire Today in Minneapolis, Minnesota - FLOORING NIGHTMARE

Dear Melissa,
We appreciate you making us aware of your concerns. We understand that we have spoken to you in regards to this matter. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#657377 Review #657377 is a subjective opinion of poster.
Reason of review
Inferior Product and same day cancelled installs causing loss of work time

In Spring, 2013 Empire installed a defective and inferior hardwood floor that was later found to be OVERPRICED. Within the first year cracks appeared on the boards and continued to worsen.

An inspection was completed and determined that "the particular lot of floor boards was defective". I was told other customers with the same flooring had experienced "worse results" than mine. Empire replaced the floor with an "upgraded" product in Spring, 2014. To my surprise and dismay in Feb, 2015 (less than a yr) cracks appeared in the new "upgraded" floor.

Another inspection was done in February. Humidity readings were not an issues both times. My thermostat is regulated between 68-74 degrees. I am careful to clean the floor with a dry Swiffer and to wipe up spills right away.

It was interesting to hear one of the inspectors mention "possibly too thin of a veneer, your home has settled so no concern there, and no moisture issues." They even noticed a board that led them to question the installation and stated they would check with the installers to see what type of equipment they used. They said they would get back to me and did not. I called and was told that the cracked boards would be replaced (12-16 at that time). However after 2 CANCELLED appt by Empire to replace boards, 12-16 boards became 40-45, along with boards that now wave, sink and split (I have pics).

Empire had an independent inspector come out April, 2015 (very unprofessional, rude and 4-5 calls to sched a time that worked for HIM). Of course, no one called me back after the inspection and I followed up with Empire, beginning of May 2015. I was told that the boards were sched to be replaced. I inquired about the inspection and was not given the results.

I then stated "so, you are going to replace 40-45 boards now in a dining/living room, hallway, and 2 bedrooms?" (This has the beginning of a total replacement!) I was then transferred to the General Manager. He scheduled an appt to inspect the floor himself. He was timely and stated he would do what he can. He genuinely seemed concerned.

It was FINALLY decided the floor would be replaced AGAIN (3rd time) and that the only thing they ask is that I do not chose the same product. That was no problem! Install was sched for 6/24-6/26/2015 (3-4 weeks ahead of time to avoid any problems with product not being here and getting the right installers). The product was delivered to my home on 6/19 to acclimate (this had not been done the other 2x) and the installers stated they would see me on the 24th between 7:30-8:30 am.

I arranged to take time off from work (3 days). This is on top of the previous time taken off to "replace boards" that was twice scheduled. To my dismay I was called around 7:30am on the day of installation stating the installers would NOT BE AVAILABLE! My house is prepped for a floor to be installed (furniture moved downstairs, etc).

No reason was given except that the installer is unable to make it. This is UNACCEPTABLE! I was told I would be reimbursed for my work loss for the day but will not hold my breath. I asked for a refund of my original purchase and was told this is NOT possible.

I left messages with the General Manager on 6/24 as to what would be acceptable to me for install and FINALLY a message was left on my voice mail at 5:44 pm stating he "was out of the office all day but working on finding installers to install my floor on 6/25 but that it didn't look good and most likely will need to be resched" and that he "will call me as soon as he finds something out." On 6/27, I am still waiting for a phone call! I didn't realize they cancelled ALL 3 days! The bridge is now burned! At this point the only resolution is a full refund so I can go to a reputable company that provides a quality product and quality service.

Today I brought the EMPIRE product sample to a local flooring expert and was AMAZED at the poor quality of Empire's floor! PLEASE DO YOUR RESEARCH BEFORE BUYING FROM EMPIRE

Dear Patricia, We’ve read your review, and we are disappointed to learn of the issues you’ve encountered with your installation. We would like to follow up with you if you continue to have questions or concerns. We can be reached at customersupport@empiretoday.com....
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Review
#652347 Review #652347 is a subjective opinion of poster.
Featured
Empire Today's reply to:

Empire Today - Flooring Review from Grand Rapids, Michigan

Dear Dewan,
We never want our customers to be disappointed in the work that’s done in their homes, and we regret the issues you’ve experienced. We understand that we’ve disucssed repair options with you. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Review
#644644 Review #644644 is a subjective opinion of poster.
Reason of review
Bad quality
Empire Today - Flooring Review from Grand Rapids, Michigan

Empire did my house and it's turn into a night mare and thousands of dollars lost .

616 915 2975

Empire Today's reply to:

Empire Today in Richboro, Pennsylvania - Run and don't look back

We’ve read your review, and we would like to know more about the issues that occurred with your installation 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. Thank you. Angelica Snell, Resolution Team Manager
Review
#641219 Review #641219 is a subjective opinion of poster.
Cons
  • Lack of caring
Reason of review
Poor customer service

Salesman spoke English. when the workers came out, they didn't speak or understand English.

Started work in December 2014 and never came back when I pointed out things that were not done correctly. They just nod their heads and say ok. As of this date, May 27, 2015 I still haven't even heard from the company just to ask if I liked their product or service. What a waste of money.

I wouldn't recommend this company to anyone. There are still nails protruding out of some walls, the first step leading to the basement is not even nailed down at all.

It is a hazard.

Anderson - Richboro PA

Empire Today's reply to:

Empire Today in Chicago, Illinois - Dishonest, deceptive pricing

Hi Robin,
We appreciate you making us aware of your experience, and understand that your concerns were addressed to your satisfaction. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#634589 Review #634589 is a subjective opinion of poster.
Cons
  • Dishonest pricing
Reason of review
Poor customer service
Loss
$375
Preferred solution
Price reduction

They have deceptive, dishonest business practices. The installation of vinyl floor went fine but we signed an agreement for a certain price and paid in full a month before the installation.

The salesperson who came to our house did the pricing and knew that we were redoing the floor because it was uneven and that some work would have to be done to the subfloor but he said that would be no problem. During the installation, my husband was told that we would have to be charged an extra $1500!!!! to fix the subfloor but they would be "nice" and "reasonable" and take $375. I called the salesperson and he said he would call me back which he didn't.

I called their customer service and talked to a manager, Bill, and was told that extra charges were agreed to in the contract we signed. Totally dishonest company. You sign and pay and in the middle of the job, when you really have no other choice, they boosted the price up over every other estimate we got. We would never have used them if we would have known this and we will not be calling them ever again for anything.

We have warned our friends and now we are warning you. This is not a company you want to do business with.

Dear Caesar, We understand that this was a frustrating experience for you, and are aware that we have discussed your concerns. Please direct any remaining questions or concerns to customersupport@empiretoday.com. Thank you.
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Review
#630797 Review #630797 is a subjective opinion of poster.
Tags
  • floor ceramic tile hardwood
  • rugs
  • Flooring Installation
  • floor installation
Empire Today's reply to:

Empire Today in Birmingham, Alabama - Unable to install laminate.

Dear Brenda,
We regret that your experience had a rocky start, but understand that we have completed your installation. For future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#629664 Review #629664 is a subjective opinion of poster.
Pros
  • People were very courteous
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

Hired Empire Today to install carpet and laminate flooring in hallway. Sales person measured hallway, installers did not have enough to do job based on the numbers they say was given them by sales person, sales person number is now disconnected.

The installers had to leave did not have enough material. Now I have to wait until they get this mix up cleared. Have to go to Atlanta, GA to get material. My house is torn up waiting on Empire to make a decision.

Will be contacting the Better Business Bureau for this problem.

Poor sales persons. Pissed off customer.

Empire Today's reply to:

Empire Today - Staff Review from Southbridge, Massachusetts

Thank you for bringing your experience to our attention. We’re disappointed at the issues that occurred during your installation process, and we can assure you that this is not the level of service we expect for our customers. We would like to know more about what happened and ensure that your installation gets completed to your satisfaction, but we cannot locate your account with the information posted here. Please call us at 888-588-2315 x4195 or email your contact information to customersupport@empiretoday.com so that we can follow up with you. Thank you. Jeanette Ramey, National Customer Service Manager
Review
#627817 Review #627817 is a subjective opinion of poster.
Reason of review
Poor customer service

Postponed the sales call with no notice and finally came at an inconvenient time, offered me 50 off for the inconvenience, refused to honor that later on. When it comes to the install, the non English speaking contractors installed the tile crooked and left the bathroom and overall house a mess.

The company gave me the run around and finally set a repair date which they didn't show up for due to lack of material. Never called to let me know after I took the day off to be here for the install.

Overall poor work, poor customer service, poor company. Don't use empire, I will never use them again.