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Joel, we regret the delay in processing your credit, and any inconvenience that occurred as a result. We understand that we’ve been in contact with you and advised that the credit has been processed to your financing account. Please don’t hesitate to contact us with...
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Location
Old Bridge Township, New Jersey
Review #463385 is a subjective opinion of poster.
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Kimberly, we are disappointed at the issues that occurred during your installation experience. We can assure you that this is not the experience we expect for our customers. We understand that we have previously been in contact with you, and we have been attempting to...
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Location
Snohomish, Washington
Tags
  • carpet installer
Review #458284 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today in Germantown, Tennessee - Horrible quality, horrible service, and satisfaction is clearly not guaranteed

I had the option to use another company for the same price and I am beating myself up every day for deciding to go with Empire! I was promised compete satisfaction when ordering my hardwood floors. I complained from day 1 of installation, and one month later the issue is still unresolved. Apparently my sub floors are not level, but the installer did not mention this nor do anything to correct them. Instead the threw the floors down and left. The supervisor did not even stay once he dropped off the supplies. There are many hollow areas and very obvious dips in each of the rooms and in some cases the furniture moves as you walk past. I have had 3 people come to look at the issue and am told the floors need to come up and be leveled and that I WILL NEED TO PAY THE FEE. Now had this been addressed during the installation, I would have understood the additional cost. But one month later, I am still living with poor quality floors and a mess of a house (knowing the floors might be taken up again) and I am expected to pay full cost. I also was never shown a sample of the quarter round molding - which I hate! I am told Empire does not offer anything else, so take it or leave it. Anyone can notice that it does not match the rest of the molding in my house. Someone should have brought this up during installation. To top it off, the actual installer called me yesterday. In very broken English he told me the floors should have been leveled and glued down (not floating), but that the "company" doesn't allow them to do that. Apparently Empire cares more about taking money than quality. Horrible quality, horrible service, and satisfaction is clearly not guaranteed. My only suggestion would be for Empire to step up and correct the issue by leveling the sub floor and gluing down the boards at no cost. The estimate I received from the company I should have gone with included this. Why, oh why didn't I go with them?
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Location
Germantown, Tennessee
Review #450369 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today - Changed price after agreement.

At first I wanted to have 6 windows replaced and have a sliding glass door installed. I decided to Have one window and the sliding glass door done now for a specific price, and would have the other windows done later. A man came out to measure, bought some window panels, all was well. Then the salesman called today saying that he would need another $400 to do the work in addition to the quoted price! Not good! Says he made a mistake. Doesn't feel right and will cancel. The salesman said his supervisor may not be in on Monday..today is Saturday...but I will call anyway.
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Review #447087 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today - Misleading Ad led to Average Pricing

TO: Rebekah Clerk National Customer Service Manager Empire Today I called Empire Today because of the Buy1/Get2 Rooms Free or 60% Off ad that I saw on TV. I want to install hardwood flooring in our new house. After speaking with the representative and deliberating on the pricing, I find myself mystified about the TV ads. I am actively looking for better pricing. If I find it, I will cancel my contract. Allow me to summarize what I discovered about the pricing. It seems a lot like a bait-and-switch operation, but in a legal way. The price for the product is exceptionally high; uncompetitively high. Any of the offered sales appear to be based upon that high price. By offering the sale, the resulting price is around that of any other product and installation (ex. those offered by Home Depot, Lowes, etc.). In my case, I ordered Brazilian Cherry hardwood flooring for about 1,000 square feet. Originally, my price would be over $20,000 with installation. After negotiation, my price is only slightly better than Lowes (within $100), with all thing included like installation, moulding, etc. I'm told by the representative that Empire's product quality is infinitely better than Lowes (Bruce) and he can go no lower in price. In my old house, we never had problems with the Bruce flooring in over 10 years. As a side note, I cannot conceive how a company or a salesperson would allow someone purchase 1,000 square feet of hardwood flooring with installation for over $20,000. So, why am I unhappy? Simply, its a matter of principle. I did not call to get an average price. I called because there was a sale. My representative would not tell me the cost of the material or installation per square foot. He just gave a price. Its really hard to compare without such information. I had to figure it all out as best as I could. I certainly do not begrudge a company trying to make a profit. I'm happy to pay the fair price. But, I called for a sale based on a fair price. I did not get that. From the TV ads, I expected the company to come in with reasonable pricing and a good sale. What I got was nothing more than an average deal. I would like to see the company do better on the pricing. My representative has told me he can do nothing less than the price he has offered.
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Tags
  • 60 off
  • Buy1 Get2 Room Free
Review #442409 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today in Hesperia, California - EmpireToday Customer Service is non-existent

We ordered a wood floor on June 27th and the installers showed up today to install it after driving 90 minutes to get to our home and they weren't prepared to do the install. The incompetent Sales people that came to our home didnt bother to tell us or tell the installation dept that our floor needed to be laid on plywood. This would raise the entry into our bedroom two inches. No *** way! The installer couldn't get Empire on the phone so I called and got several different *** on the phone and after listening to their hold music three different times, the bastards hung up on me. I since cancelled the entire job and have purchased a new floor at Lowes. There is no freaking way that this pathetic Company could have a good BBB rating. I will spray their name all over Social Media. I tried to buy Empiretodaysucks.com from GoDaddy but another disgruntled Customer has already bought it. I build websites so I will think of another website to alert people to steer clear of EmpireToday.com. Maybe EmpireNever.com?? Has a nice ring to it.
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Location
Hesperia, California
Review #431954 is a subjective opinion of poster.
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Kyle, we can assure you that we are taking this matter very seriously. We have spoken with you about this situation, and we will continue to keep in contact with you. If you have additional questions or concerns, you can reach us at 888-588-2315 x4195 or...
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Author
Location
Phoenix, Arizona
Tags
  • Installation
Review #431464 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today in Hackensack, New Jersey - Bait and Switch

So me and my wife called empire to get carpets installed in 5 rooms of our house which total 900sq ft during their $50 per room special, they so aggressively advertised. When the guy came in to give us his quote one of the first questions he asked was how we heard about empire. I was about to say from our parents who also used them, but he cut me off and said "from the TV ads?" He said it with such attitude that i wanted to hear where he was going with this so i just agreed. He then began to tell me that its not actually $50 a room and told me how it works is he gives me two prices one with the full price of the job, and another with the discount applied. He then said i can choose which price is better and make my choice. I was confused how the special price would not be better than the regular price. He then said after we choose he will call his boss and get me a great deal. I work in sales and already i knew this guy was an *** and this was some kind of tactic that he was trying to use. Either way i let him measure just to see what the prices were. When he finished measuring my 5 rooms that needed carpet, he pulled out a calculator and began doing some math. He gave me two prices. The first was the regular price of $7000 with install!!! I then was waiting for the huge savings. If its $50 per room i assume five rooms would be $250 plus install, and how much can installation be?! The price he gives me "with the sale" $6000!!! For carpets?! When i asked him if he was crazy he says "wait, ill get you and even better price" So he calls his boss and says "if you sign today we can do the whole thing for $5700" I could not believe it. So i asked why so much and he says "its not really $50 per room" This was clearly a bait and switch ploy to get in my home and try to sell me. This guy walked into the wrong house, i went to carpets and more and got the whole house done for $2000 with padding and install. What a waste of my time.
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Location
Hackensack, New Jersey
Review #426875 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today in Crest Hill, Illinois - Agravated and ignored

Purchased $8200 worth of flooring including hardwood floors and stairs and carpeting and vinyl through out my new home. Took Monday 6/24/13 off to accomodate install scheduled to start at 8am that morning. Installer arrived at 4pm. (Could of gone to work). Then he tells me that one floor is 1/4 inch taller than other and we should add transition instead of removing 1/4 inch because of risk of subfloor damage which would cost additional $3000.00. I asked can u just add 1/4 inch and he said yes but still need transition. So he continued to work. The next 2 days (tues, wed) he worked till midnight. (Mind you, i have to be up daily at 6am for work.) Wed night at midnight (thurs AM) he is about done laying floor with exception of reinstalling toilet and sink and trim around home. he also says in order to do hardwood stairs i must upgrade to custom stair and pay $2400 more. he has me sign paper and grade him and says *** be back to complete thursday. Thursday I take wife and she doesnt like 9ft transition (wood to wood) in living room. 1st call to empire. No response. Thursday installer calls to say come open door i need my tools and ill be back to complete your job Friday. 2nd call to empire. No response. Keep in mind toilet and sink still in garage and stairs have been stripped of old carpet and are naked and nasty. Finally, empire calls and says sir in my portal your job is listed as satisfactory and complete. After i explain that we dont like and toilet is in garage he sends evaluation team on Monday 7/1 and they call back tuesday 7/2 and have agreed to redo floors on Mon 7/8. well todays is Sat 7/6 and I walk into home and have a water leak. I assume a bad washing maching. I pull washer back and the is leak coming from inside wall. I hire a pro to repair leak and guess what? The wall in laundry room is shared with living room and 2 nails that where used for baseboards and trim have punctured my water line causing me to spend $750 to fix water leak and drywall ripped open to repair. Talk about a freakn nightmare. Oh by the way, my stairs are still naked, and my sink and toilet are still in garage. And just incase your wondering yes they have already been paid in full. At date of purchase I was told 1 maybe 2 days tops to complete job here we are going on 2 weeks and still not complete and this is supposed to be a reputable company and they claim to have best installers. Ya OK? Never again. Abe
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Location
Crest Hill, Illinois
Review #426851 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today in Hubbardston, Massachusetts - Empire No Show - Wasted My Time

I scheduled an appointment with empire to quote new flooring in my home. I had an appointment today, Monday, between 4-6. I leave work early (losing money)to ensure I am home on time for the representative. I wait until 6:30 before I call customer service. The customer service rep puts me on hold for 15 minutes while he tries to contact the rep that never made it to my home. He comes back to tell me that the rep didn't have the flooring samples and she called her sales manager and told him and assumed that the sales manager would call and cancel my appointment. The sales manager assumed the rep would cancel my appointment (probably because that's what a good rep would do, not have her boss do her work), so nobody ended up calling me. The customer service offered $50 off. Wow...$50 off of my project which would have been about $20k. I lost more than $50 for leaving work early. What a waste of time. Not notifying your clients is bad business.
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Author
Location
Hubbardston, Massachusetts
Review #425175 is a subjective opinion of poster.