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Empire Today's reply to:

Complaint Against Empire Today

Dear Vida,
Customer relationships are important to us, and we regret that your experience was not a positive one. We understand that we have discussed your concerns and offered an accommodation. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#669040 Review #669040 is a subjective opinion of poster.
Reason of review
all of the above
Loss
$15000
Preferred solution
Full refund

July of 2014, We called Empire Today. The pushy sales lady came to my house the same day. She did not leave until we signed the contract with her. The next day, i called the company and wanted to cancel because their price was very expensive, and they would not cancel. They gave me a couple of hundred dollars off the carpet and tile installation. We did not have a major problem with the tile people, but we started replacing the carpet August of 2014. The installer was at my house July 28th and inspected my furniture and my house and the flooring to make sure that they have ordered enough carpet and to see how they would move the furniture. There were supposed to install the carpet the next day which would have been Tues July 29th. Based on his suggestion he said for us to start August 1st so that he can bring more people and that they can finish the job sooner on Saturday. I said okay.

They started the replacement of my carpet August 1st 2014. Two people came and literally hostage in my house. They were using laundry room door and front door to come into my house. They put all the heavy furniture with no coverage on my front entry, which is marble which was in perfect condition before they started working. They moved the rest of my other furniture in my kitchen and in my breakfast area and we were held hostage because we couldn't use our kitchen and refrigerator and front entry. So, we were literally living on the front yard or backyard. We were not able to get into the house to see what was going on, or in some case use the restroom. At 7:30pm on Friday, we were informed that they would be back Saturday and he would bring 4-6 people to finish the job. They put some furniture back and some furniture on my front entry. Saturday Morning they came back around 11am and there were about 4-6 people working. We stayed outside again, and blocked out again hoping that they would finish the job today. Around 2:30 when my husband left the house to get something to eat, the installer came to me to tell me bad news, that they cannot finish the job today. This was because the carpet he had was different than the carpet he had yesterday. The color is the same, but the lot # is different. He wouldn't be able to match the seam and that I would be unhappy. All my upstairs furniture, they shoved it in the balconies of my master room and my daughters balcony, and he said that he feels really bad for us because he has to bring back the furtnaure to the room, but can't put the furniture back because he will be coming back on Monday to fix the problem. He brought everything from the balcony and shoved them more into the bathrooms and we were all blocked out of our closets and showers, and restrooms and changing clothes. Everything was shoved in a small place. The only place we were able to use was the downstairs powder room, which has no shower. And we were able to only use the kitchen and family room. He said he feels really bad, but Empire would take care of you and give me some kind of credit, which they did not do that yet.

He came back on Monday August 4th, and he said that he will fix the problem for me. He has the right carpet he said and he left Monday around 8pm and he wanted a signature from my husband, and checked marked for where we would survey him. I told him I am not happy with the carpet change, and furnature was very much damaged and the seam of the carpet all over the house was very much visible. He told me the carpet is not thick enough for my home, and will shed. So basically, Empire needs to re install the carpet again, and he would come do the change

Knowing that he knew from the beginning that the carpet is not thick enough, and knowing that the carpet they gave him was not the right carpet, and also knowing that he would have to come back and re install new carpet because of this. Saturday August 2nd, 5 people had to sleep in the family room on the floor with no pillow and blanket since we had no access to anything in our house and everything was locked out. We didn't have access to tooth paste and toothbrush and had to go out and buy them since the no access. We had to use the powder room downstairs to brush our teeth. Based on his suggestion we had to call Empire today and tell them what was going on immediately. And since August 5th 2014, we are calling Empire and letting them know what happened and whats going on and little by little that 4 door stopper were missing in my house, the base board was brother, doors were not closing. Baseboard and walls and paint have been damages, and also couches. Also formal living room couches, and glass dining table has been chipped at so many places. The house was painted In Nov of 2013, and most of my pain upstairs have been damages, including the kids bedrooms, master bedrooms, etc. All paint is damaged, and all bedroom sets also have been damaged. The installer did not put all the screws on the bed, and the bed was loosened. The formal dining room and buffet which has been covered with sheets since we moved in have also been damaged with scratches and dents. The chairs and coffee table and side table have scratches and also book case and office and room desks have been broken. Also master place fire place marble have been damaged, and also the casing around the patio door because of the moving of the furniture. He broke the casing of the patio door in front of my husband, and told him he would come back and fix it but never did. All my marble have been scratched and chipped where the carpet meets the marble.

There have been so many damages on the marble that I cannot describe anything. The staircase has been deeply scratched and it is so excessive that I do not know what to do about it. Small picture frames in the hallway fell and damaged the frame and also the wall. And bigger tapestry pictures have been broken due to being fallen.

We have been following all the installers instruction to put things in box, and put the small items away, and I have 3 or 4 days to put things away. He never told us to remove any picture frames. Empire changed my flooring of my 5 bathrooms with the tile, and he also damaged the tile which was connected from my daughters room to the bathroom. There are so many chips in my kitchen flooring, and breakfast area. Pieces of the tile are gone, and he came back and shaved some of the pieces of the tile in my kitchen and laundry room to make the pieces straight. He did the same to my daughters bathroom, and for it to not be noticeable. But, I have more carpet there, more than tile, which you are supposed to have more tile than carpet. Due to the rolling in of the heavy carpet, my washer and dryer have been scratched and paint has been damaged. We have sent pictures to Empire, they have sent supervisors to my house to look at the damages, and each time they tell me they are going to fix the damages of my kitchen flooring and marble. They said they are going to order marble to replace your chipped marble, and someone is going to come and paint where has been damaged and change the flooring for kitchen and laundry room with the same tile of the bathroom. When the painter came to look at the damages, he said he has to paint the whole house to make it all even. For the stair case, even with sanding and staining, it will never go back to when it was normal in the beginning, so little by little they changed their mind, after all the promises Howie (installation supervisor), me to directly and Janet (Cus. Serve. Rep), to fix everything, they have only decided to give me 10% of the purchase price, which is about $830 dollars, and I rejected the offer.

They reported this to installer insurance company, and they came over and looked at everything, and rejected the damages due to previous existing damages. What I want to ask them, is if the damages are pre existent, the first of installer should have told me and had me sign some sort of paperwork. The first installer came to inspect my house on July 28th, and if there were any pre existing damages, he should have taken a picture, and sign something like two other installers that came and changed the carpet again. Most of my furniture were new, and were kept really well since they were covered until the first installment. This tells any logical person, that there were no pre existing damages, and no furniture damaged. If so, he should have said something about it. After the second installer came to inspect the house, and when he was changing the carpet, while he was dissembling my bedroom set, purposely put the foot board and head board in the wrong place for me not to see the damages on my cherry wood furniture. I have trusted Empire due to the false advertisement on TV due to what they have promised.

For the second time the carpet has been changed for the second time in Nov. 12th of 2014, the second carpenter took an hour to look at the furniture and the damages, and let me know the damages have been done previously to show me that they are previous damages, and he would not be held responsible. He did a terrible job of carpet installation. The cuts were horrible and easily seen and it took him 3 days to finish the job. He left the Friday at 4pm and said that this was the best he can do. Meanwhile we are paying for the carpet every month through Wells Fargo. We asked Wells Fargo to help us to get our money back through them, and Wells Fargo is not helping us and we are disappointed with Wells Fargo because they are telling me to deal with Empire and not them. Wells Fargo is a credit card company, and I don't know why they want us to deal with Empire, and Not wells fargo to get my money back for an unfinished job.

Anyhow, now the carpet has been changed for the 3rd time. The supervisors name is Juan, and he came over. He said that everything is wrong with the carpet and it has to be changed for the third time. On June 10th, the carpet was finished. I called the next day. We still have a problem with the stairs, with the size of the nails, and the carpet is pushing out on both sides. I hope to never do business with Empire again. My life has been changed since August of 2014. I am still dealing with them and getting no where. I am calling them daily. It is frustrating not to get a response from them. I am only getting an email once in a while, and keep getting promises made but not getting any of them.

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.