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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.

Empire Today's reply to:

Empire Today - Carpet Review from Lawrenceville, Georgia

We’ve read your review, and it’s disappointing that your product has not been meeting your expectations. We regret that your concerns have not yet been addressed, and we want to know more about the issues you’ve experienced. Unfortunately, we are not able to 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 locate your account and follow up with you. Thank you. Jeanette Ramey, National Customer Service Manager
Review
#626348 Review #626348 is a subjective opinion of poster.
Reason of review
Bad quality

I had carpet put in with in 1 to 2 years it was so dingy looking puggled it was the worst carpet had ever had in my life I call them to fix the puggles they wanted to charge me to stretch each room , I have live her for 20 years , have 3 different colored carpet all fromm home depot great lasted very well , wished I had gone back empire was a waste of money every time I look at this terribble carpet I cooked just die just can't afford to get it out now do not go to empire and I repeat do not go there you will be sorry

Empire Today's reply to:

Empire Today in Belton, Texas - Improper Installation

Dear Rocio,
Your satisfaction is important to us and we appreciate you bringing your concerns to our attention. We are aware that we have conducted a third party inspection and have discussed different options with you. If you remain to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#624737 Review #624737 is a subjective opinion of poster.
Cons
  • Lack of caring
Reason of review
Improper Installation
Loss
$6500
Preferred solution
Full refund, or Price Reduction or reinstall the vinyl flooring completely

On June 2014, I spend about $6,500 to install vinyl D4106 Alterna- Beige to my entire home except my bedrooms. Little that I knew that these vinyls were installed improper with gaps in the middle of the hallways, living room, kitchen, and bathrooms.

Funny, when I shower the vinyl in my bathroom rises w/o any water on the floor.

When I mop my floor I notice so many gap that with the years the dirt will penetrate between these vinyl, which it will raise the vinyl. I spoke to the manager in Buda, TX but he is try to take advantage of my nobleness.

Empire Today's reply to:

Empire Today - Review in Installers category from Coatesville, Pennsylvania

Dear Customer,
It was disappointing to read your review. We would like to help make things right for you, but cannot locate your account with the information posted here. Please send your contact information to customersupport@empiretoday.com, if you continue to have questions or concerns.
Thank you.
-ET Customer Support
Review
#623292 Review #623292 is a subjective opinion of poster.
Reason of review
Pricing issue

Subpar overpriced products, shifty salesmen, empire does not stand behind its products and it's clear why. They would go out of business replacing everything they sold. I will NEVER buy from this company again and warn everyone I know about their shady way of doing business.

Empire Today's reply to:

Empire Today in Orlando, Florida - Forced to Prepay for materials that were not used and 2 months later still no refund

Dear Christina,
We have read your concerns and apologize for the initial lack of communication that you received. We are aware that we processed your accommodation in March, 2015. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#613153 Review #613153 is a subjective opinion of poster.
Cons
  • Horrible customer service
Reason of review
Problems with payment

We purchased and had vinyl flooring installed on 02/05/2015. We were told we had to pay ahead of time for the luan which is what they put over the existing floor IF it needs it.

We were told the installers would make that call. When they came out to install the vinyl we were told by the installation team the original flooring was fine and they would not need to use the luan. They told us that we could call the next day and get a refund for the $400+ we prepaid for it. No problem with installation or flooring.

I called CS next day and right off no one was able to pull any of my information.

They kept saying they had to contact the installation team. They took my contact info and said someone would call me soon. I waited a week and called again, I had to give them all the info over because they couldn't find the notes in their system. Still no one knew anything of a refund and said the same thing they would have to speak to the installation team and call me back.

I got tired of waiting and called them back probably within a week of two (NO ONE EVER CALLS BACK). I was transferred to some random persons voicemail. I left a message explaining our problem and asking for a call back...nothing. I called again a couple days later with the same response....which was starting to get really old...someone would call me back within 1 business day.

FINALLY someone named Bill called and wouldn't you know it, he wasn't at the office that day and would have to get back to me...and shockingly Bill must have fallen off the face of the Earth because I never heard from him. On 03/12/2015 I called and FINALLY got someone who knew something about our refund. She said we were owed $432.25 and that they would issue a check which would come in the mail within 2 weeks. She said that they would submit this claim for processing that day.

Well tomorrow is 2 weeks and still nothing. I called today and they confirmed the claim was processed but are now telling me that it can take until 04/02/2015...funny because it didn't take 2 months for my check to be cashed...Apparently they are sending it via UPS...but cant give me a tracking number. I have had it, I'm tired of calling CS and no body knows anything, you can NEVER talk to a manager and what's worse NO ONE ever calls you back.

Buyers BEWARE. Save yourself the money and headache go somewhere else.

Empire Today's reply to:

Empire Today in Shoreline, Washington - Communication is Important!

Dear Sandy,
We regret to hear about the initial delays in your installation. Our records show that we have successfully completed your installation in March, 2015. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#606269 Review #606269 is a subjective opinion of poster.
Reason of review
Poor customer service

Lack of communication is so frustrating for a consumer. You wait and wait and wait, wasting your time and your day off.

So the salesman ordered the wrong product - then fix it! The installers show up on time and find out they have the wrong product and then disappear. Hours later...no word from anybody. After assuming they were coming right back with the right product, we finally called Customer Service who said the salesman would have to come by the house and re-do the order.

Waiting and waiting - no word from the salesman. Called Customer Service again - too late to schedule next-day appointment. After 4th call to Customer Service, begging them to please get this scheduled as we're extremely inconvenienced without a master bedroom, it's scheduled for 2 days later.

So instead of 2 nights without a master bedroom, we have 4 nights living in an uncomfortable guest bedroom. Communication, it should be so easy!

Empire Today's reply to:

Empire Today in Lady Lake, Florida - Installation of kitchen flooring

Thank you for bringing your concerns to our attention. We never want our customers to be disappointed in our service, and we regret that your installation was not completed as scheduled. We would like the opportunity to discuss your experience in more detail and help make things right for you, but unfortunately, we are unable to 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, and we will follow up with you as soon as possible. Thank you. Jeanette Ramey, National Customer Service Manager
Review
#598693 Review #598693 is a subjective opinion of poster.
Cons
  • Customer service
  • Lack of caring
Reason of review
Poor customer service
Loss
$1500
Preferred solution
Full refund

Empire gave me a window of 8AM - 6 PM however, I was told if no one called me by 10:30A I should call Empire to get a more specific time frame as to when the installer(s) would arrive at my home. No one called by 10:30, so I called Empire; only to be given excuse after excuse as to why they couldn't reach the installer or anyone else to assist me.

By 3:30P I was so disgusted after making 5-6 calls to Empire w/not ONE call back or resolve that I demanded a FULL REFUND! Empire could care less about the consumer! And I agree with one of your complainers that Empire hikes up the price of the job so that they can say they've given a discount. Very difficult to do business with!

I would never recommend Empire Today!!!!!

Resolved
Empire Today's reply to:

Empire Today - Flooring Review from Leander, Texas - Resolved

Dear Phillip,
Thank you for updating your review. We are thrilled to hear that your concerns were addressed in a timely manner. For future questions or concerns, please don't hesitate to contact us at customersupport@empiretoday.com.
Thank you.
Review
#598582 Review #598582 is a subjective opinion of poster.
Reason of review
Bad quality

Update by user Mar 30, 2015

I was contacted asap by empire today and they setup a appointment to have the tile fixed. They came out and relaid over half the floor and fixed the problem.

I could not be more happy.

This is a very honest company. Great job!

Original review posted by user Feb 21, 2015

Had a new tile floor installed in my kitchen. Chose empire because the price was right.

All went well until I noticed a few tiles not flat a level. Had to show the installer and he did cut out the old installed the new. But after he finished and left. I found many more.

Recently I had to move my fridge and he hadn't let the mortar setup and just pushed it onto unset tile. Plus grout was cracked.

Empire Today's reply to:

Empire Today - customer dis satifaction

Dear Louz,
We are disappointed to hear that you feel this way, and understand that we have discussed your options with you. For future questions, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#589379 Review #589379 is a subjective opinion of poster.
Pros
  • Initial contact and install
  • Came to my home
Cons
  • Salesman
  • Lack of caring
Reason of review
Bad quality
Loss
$10000

2/1/15 - Empire was difficult to work with... Yes, the 1st problem was caused by a leak in our hot water pipe under the back door.

The plumber found a small leak that might have caused some damage near the door. It would NOT have caused the massive discoloration spots 12 feet away. Empire did say they would, as a courtesy, remove the old floor and install a new one at a great discount. Well, our local contractor under bid Empire by several hundred dollars.

The selection was far more vast then Empire offered. When we notified Empire that we would take their offer of removing the floor, they stated the offer was off the table, since another contractor was going to install a new floor.

My biggest lesson is to deal with a local contractor. The big nationals don't really care about customer satisfation.

Empire Today's reply to:

Empire Today - Review in Household Services category from Ashburn, Virginia

It’s disappointing that our pricing did not meet your expectations. Because we are a full-service company, our pricing is all inclusive and covers product costs, installation labor, and any additional requested services. We also offer a price match guarantee. We would like the opportunity to discuss your concerns with the pricing in more detail and learn more about your experience. Unfortunately, we cannot locate your account with the information posted here. Please call us at 888-588-2315 x4195 or send your contact information to customersupport@empiretoday.com. Thank you. Jeanette Ramey, National Customer Service Manager
Review
#584785 Review #584785 is a subjective opinion of poster.
Reason of review
Problems with payment

Empire drastically increases price to discount nothing at all. The guy down the strew was much better and less $!!!