Empire Today's reply to:

Major disaster

Dear Glenn,

We strive to make beautiful new floors easy for all of our customers nationwide, and assure you that customer satisfaction is our number one priority. We put our customers first and work with a sense of urgency to address their concerns from start to finish.

We regret to hear about your experience, and sincerely apologize for the inconvenience. We’ll be following up with you shortly to discuss a resolution.

Thank you,
-ET Customer Support
ID
#1689883 Review #1689883 is a subjective opinion of poster.
Product
Empire Today Flooring
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
New Reviewer

Do not use these yahoos. Took vinyl up from kitchen and bathroom floors said bathroom had moisture needed to be fixed. Got in their truck and drove off leaving me with bare floors

Empire Today's reply to:

I have not had the best experience with Empire or on installation

Dear Phyllis, customer satisfaction is our number one priority. We put our customers first and work with a sense of urgency to address their concerns from start to finish.
We regret to hear your concerns, and assure you that this is not the experience that we wish for our customers. We’ll be following up with you shortly to discuss a resolution.
Thank you,
-ET Customer Support
ID
#1664655 Review #1664655 is a subjective opinion of poster.
Product
Empire Today Laminate Flooring
Pros
  • Im pissed
  • Good advertising
Cons
  • Lack of resolution
Reason of review
Not as described/ advertised
Loss
$1400
Preferred solution
Let the company propose a solution
New Reviewer

The sales person would not quote me a price on the flooring itself or installation. Now that I know others who had flooring put in from someone else that cost was broken down.

There's not way I got a discount or free installation. Your advertising is so misleading.. I wish I had researched it more.

I paid about $7K for my flooring with you and now I'm having buckling issues with it and I don't think after you sold me the flooring and it was installed that you care now that you've been paid. I will not recommend Empire to anyone!

Empire Today's reply to:

Really Bad

Dear Scott,
Over the past 60 years, it has been our mission to make beautiful new floors easy from start to finish. We strive to handle issues quickly and fairly if the should arise, and assure you that we always put our customers first.
We sincerely regret to hear that you were inconvenienced by a two missed appointments. We’ve located your account, and will in touch with you shortly to make things right.

Thank you,
-ET Customer Support
ID
#1652238 Review #1652238 is a subjective opinion of poster.
Reason of review
Damaged or defective
Preferred solution
Full refund

2 missed appointments

1 arrived and could not do the work

Scratches left on the hardwood

I’ve been called several times since 8/27 to have a rep call me back regarding missed appointments and compensation. Still waiting as of 9/12.

Phone rep admit they dropped the ball. Very disappointed and would not recommend.

Empire Today's reply to:

Vinyl flooring

Dear Sabrena,

With over three million satisfied customers, we understand the importance of superior customer service. We value our customers and live by the Golden Rule.

We sincerely regret to hear that your concerns have not beet addressed. We take matters such as these seriously, and will be in touch with you shortly to learn more.

Thank you,
-ET Customer Support
ID
#1596474 Review #1596474 is a subjective opinion of poster.
Product
Empire Today Flooring
Pros
  • Ripped me off and still lying to me
Cons
  • Ineffective customer service
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Full refund
New Reviewer
Update by user Jul 22, 2019

They say it's a life time warranty. Well fix my floor.

Without me calling every other day.

This is a headache. Stand behind your brand

Original review posted by user Jul 22, 2019

I had it installed in March. I started complaining about seeing a huge air bubble.

Techs came out to repair and not even a week later. I noticed the huge air bubble again along with a pile of small air bubbles. A appointment was scheduled again and if course a no call no show. Called Empire back and was promised a local supervisor would contact me, abd and here it is a week later and still no one has yet to resolve my issue.

I wouldnt recommend this company to anyone. Complete run a round.

Empire Today's reply to:

Waste of time!

Dear Tracy,

For over 60 years, we’ve been dedicated to serving our customers with superior customer service from start to finish.

We sincerely regret to hear that your installation experience did not go as planned, and assure you that we take your concerns seriously. We’ve located your order, and will be in touch with you shortly to start working on a resolution.

Thank you,
-ET Customer Support
ID
#1586832 Review #1586832 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Pros
  • Customer service representatives are as helpful as they can be
Cons
  • Lack of communication
  • Not reliable
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution
New Reviewer

ABSOLUTELY AWFUL! I was supposed to have my bathroom floors replaced on Friday so we pulled out our toilets and I got a phone call Friday morning saying they'd be there in the morning.

As of 12:40pm I called because they weren't here yet and when the customer service representative called the installer they said they'd like to reschedule because they got a bigger job. I said I didn't want to reschedule because I had my toilets pulled out and had been waiting around all day. A installation manager, Shane, finally called me back at 4:45pm to apologize and reschedule. He promised we'd be 1st thing Saturday morning, which I was lead to believe was 8am.

At 9:20am when no yet to arrive at my house I called the service center and was told the installers were still loading the truck and would be there in 2 hours. So the 1st appointment is at 11am! The only consolation I was offered for all of this was $65. So 1.5 days waiting without toilets with a 2 year old and oh and yesterday was my birthday.

Thanks Empire for ruining my birthday and waisting my time. I'm sorry my job is a small job, but I'm still a customer, but you can sure believe that I won't be again!

Empire Today's reply to:

Lies, negligence, fraud, theft, destruction of personal property

Dear Mr. Leveille,

Customer service is our number one priority, and is our customer promise to handle issues quickly and fairly if they should arise. We regret to hear about your experience, and understand that we’re currently working with you towards a solution. We’ll continue to review this matter to assure that your concerns are addressed as quickly as possible.

Thank you for your patience,
-ET Customer Support
ID
#1561526 Review #1561526 is a subjective opinion of poster.
Reason of review
Damaged personal property
Loss
$3000
Preferred solution
Monetary compensation
New Reviewer

In 2018, we hired Empire Today to install a carpet in a large, 2-room basement area of the empty home we’d just purchased. The installers charged us $600 for new padding, but never installed the padding.

They put new carpet over the old padding and kept our money. We discovered this the following winter, when water damage forced us to pull up a small section of the new carpet.

Empire informed us that the entire carpet needed to be replaced if we wanted to keep our warranty. This was a huge problem because the basement was now fully-furnished and contained over $50,000 of fragile electronic equipment which would have to be moved. After a fight, Empire agreed to do the re-installation for free.

Since we didn’t trust a carpet crew to move the very expensive equipment while they worked, we agreed on a 2-day installation.

We would clear one room for them on day 1, then move all of the equipment to the first room, clearing the second room for them to work before they arrived on day 2. No problem.

They arrived on day 1 and completed the first room, but they didn’t leave. The carpet crew proceeded to move all of that equipment themselves and finish the second room, completing the job in 1 day for their own convenience. I discovered this only when they were nearly finished.

I yelled for them to stop but the foreman literally refused. It was very difficult to communicate with them, they spoke broken English or none at all. Frustrated, I resigned to let them finish the job.

The crew left our belongings in large, disorganized piles throughout the basement, some of which fell over and collapsed. I photographed all of it and notified the company the same day.

After several days of inventorying the mess, I discovered several thousand dollars in damages to equipment and furniture.

The job itself was notably poorer than the first installation but that’s the least of our concerns, and we’re not allowing this company back into our home for repairs.

The company was completely unresponsive to phone calls and emails for weeks at a time. It’s very important to persist throughout this period, which appears to be this company’s standard operating procedure for claims and complaints. It’s now been months and this company continues to deny any wrongdoing – but they’ve offered us a small monetary fraction of the damages “for inconveniences.”

The crew has lied about their conduct and misrepresented the condition of our home in their photographs, using “after” photos as “before” photos (yet neglecting to provide both sets for us).

We have photo proof to the contrary, of course, and this will be an easy case in court. But the negligence, fraud, theft and destruction for which Empire Today has been responsible throughout this 10-month ordeal has been tremendously frustrating for us.

Find a local crew for your flooring, stay away from Empire.

Empire Today's reply to:

Don't waste your time and money

Dear David,

We live by the golden rule, and treat our customers that way they would like to be treated. We take ownership to ensure that every customer concern is addressed.

We thank you for making us aware of you experience, and sincerely apologize for the inconvenience. We’ve located your account, and will be further reviewing your concerns.

Thank you,
-ET Customer Support
ID
#1540090 Review #1540090 is a subjective opinion of poster.
Pros
  • Ease of contacting management team
Cons
  • Salespeople that pushed their choices on me
Reason of review
Poor customer service
Loss
$1821
Preferred solution
Full refund
New Reviewer
Update by user Jun 21, 2019

UPDATE: Empire Today phoned with an apology and refunded my full deposit amount.

Original review posted by user May 22, 2019

I met with a very friendly salesperson, described what I wanted, went through 2 hours of measuring, picked a product, and put down a deposit. Although I wanted solid hardwood, I agreed to engineered hardwood. Later in reviewing the contract I realized that she had written it up for a floating floor when I had requested nail-down or glue-down. The major difficulty was finding a product that could both cover the floors and also do my stairs. When I called to bring that to her attention she stated it would add $3000 to the cost.

I then requested another salesperson to come out, this time to show me the product I had originally requested (solid hardwood.) In the meantime I pulled up the carpet on the stairs and found good quality wood that just needs staining and refinishing. The salesperson had never bothered to check.

A new salesperson came out. He only showed me one sample set. I asked about 5” width samples and he said “Oh those are exotics and cost too much.” I picked a 3 1/2” sample reluctantly while the salesperson fielded a phone call during which he said “I’ll be able to get right out of here to my next call.” He had been in my house for 15 minutes but it was clear he wasn't interested because the first salesperson was getting the commission. He said I would get a call with the estimate the next day.

I had requested not to have any further contact with the first salesperson because I feel she had pushed me into something I didn’t want and wasn’t listening to my requests. There was also an issue about wall base. I don’t want quarter-round, I want new wall base installed over the new floor. She said that their installers wouldn’t do that. The second salesperson said that they would!

The first salesperson called the next day and wanted to come to my house with the new estimate. As I said, I requested no further contact with her so this is was unacceptable situation.

It’s clear the Empire wants to get any kind of floor in my house whether I like it or not. I am beyond exasperated and finally called the management team and cancelled the whole project. Needless to say I lost an $1800 deposit.

Empire Today's reply to:

Beware the Padding Swap Scam

Dear Prudence,

Customer satisfaction is our number one priority. We put our customers first and work with a sense of urgency to address their concerns from start to finish.

We regret to hear your concerns, and assure you that this is not the experience that we wish for our customers. We’ll be following up with you shortly to discuss a resolution.

Thank you,
-ET Customer Support
ID
#1536324 Review #1536324 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Installed wrong item, poor customer service
Loss
$1400
New Reviewer

If you order anything other than the cheap/basic/economy padding, the installers won't put it in. Instead, they put in the cheap padding.

I didn't pay attention when they installed, but had to cut back some carpet to install flooring and noted that the padding put it was NOT what I had ordered -- I had the premium spill-proof/pet-proof padding. Then the resolution is that they'll replace the padding, but YOU need to move everything out of the room for the installers to replace... or give you $100-150 refund on the "difference in price" for the padding. Which is BS.

I warned my friend about it (whom I had referred to Empire unaware I had been ripped off) and they were doing the SAME THING, except he caught it the day of the install. But the installers were like, "well, this is what the warehouse gave us. We can either install it today or reschedule." My friend was moving in in two days and needed the carpet, so he caved and let them install the crap padding and would then work out something with Corporate. THIS IS A SCAM.

Do not buy from Empire unless you only buy the cheap stuff. And stay strong with your conviction of them wronging you. They try to frustrate you until you just give up (like Comcast). Take to the review pages.

Take it to their Facebook page, bbb.org.

Keep up the good fight. Spread the word about this company!

Empire Today's reply to:

No show for estimate and cancelled the next appointment

Dear Susan,

Customer satisfaction is our number one priority. We put our customers first and work with a sense of urgency to address their concerns from start to finish.

We regret to hear that we kept you waiting, and assure you that this is not the experience that we wish for our customers. We’ll be following up with you shortly to discuss a resolution.

Thank you,
-ET Customer Support
ID
#1533636 Review #1533636 is a subjective opinion of poster.
Cons
  • No show
Reason of review
Poor customer service
New Reviewer

I scheduled an appointment for carpet installation estimate for May 11 between 1 pm -- 3 pm. I left a family event to wait for Empire.

No one showed up. I called and was told there was a "scheduling conflict". I asked why I wasn't called and was told "I don't know" I was offered to reschedule for Monday May 13th between 5 pm -- 7 pm. I reluctantly scheduled.

I left work a bit early to make sure I was home.

I received a phone about 4:30 and was told, "The installer called off and would have to reschedule". At that point I stated, no this is bad customer service and will not contact Empire for any carpet needs in the future.

Empire Today's reply to:

Empire Carpet: Poor Installation Service

Dear Bill,
Our mission is to make beautiful new floors easy for all of our customers. We put our customers first and act with a sense of urgency to address their concerns from start to finish.
We regret to hear about the miscommunication that you received, and assure you that we take your concerns seriously. We’ll be following up with you shortly to discuss your experience and start working on a solution.
Thank you,
-ET Customer Support.
ID
#1517594 Review #1517594 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Installation
Reason of review
Poor customer service
Loss
$1000
Preferred solution
refund part of my price
New Reviewer

Empire Carpet installation is not a good experience.

The Empire Carpet salesman assured us that as long as all furniture drawers were empty, the installers would disassemble and more the furniture as needed, all part of the price.

As it turned out, Empire Carpet installation personnel will disassemble and more furniture.

Empire Carpet installation personnel WILL NOT re-assemble and return the furniture to its original place.

After 2 repeat calls to Empire Carpet installation hotline, who re-scheduled 2 new appointments to reassemble and move the furniture back to their original places, Noone Showed Up.

This very important insight will be most useful to the elderly and handicapped.

Keep this in mind if Empire Carpet personnel tell you moving and returning furniture to its original place is part of the cost. My experience shows this is simply not true.

Empire Today's reply to:

Waited 3 week before installation asked for additional money wrong measurement

Dear Rena,
Our mission is to make beautiful new floors easy for our customers, by striving to resolve all concerns from pre to post installation.
We regret to hear about your experience, and understand that we’ve spoken to you in regards to your concerns. We’ll continue to follow up with you until a solution is reached.
Thank you.
-ET Customer Support
ID
#1497817 Review #1497817 is a subjective opinion of poster.
Service
Empire Today Linoleum Installation
Cons
  • Dishonesty
Reason of review
Order processing issue
Loss
$4000
Preferred solution
Full refund
New Reviewer

Empire Today salesperson came to our home twice to sell us flooring. We paid $4000 in full.

After a few weeks later Empire salesperson called and demanded $2000 more dollars because he made an error in his measurements. He refused to give us a refund and offered to send two boxes of Linoleum for me to have someone to install at our expense. I was devastated because my husband a disabled veteran who is wheelchair bound and blind. Money was tight already and I trusted this company with our last and they robbed us of $4000.

I am so stressed and can't stop crying. Please recommended a attorney to help us.

This is not fair for a large company to go door to door to deceive our most vulnerable citizens. My email address is dhall1235@***.net

Empire Today's reply to:

Last effort before I initiate arbitration

Dear Walter,

From pre to post installation, we’re committed to consistently providing our customers with the best quality service nationwide, and strive to leave a positive impression from start to finish.

We’re disappointed to hear about your installation experience, and assure you that we take your concerns seriously. We’ll be in touch with you shortly to start working on a solution.

Thank you.
-ET Customer Support.
ID
#1488744 Review #1488744 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Cons
  • Almost my entire experience
Reason of review
Multiple issues
Loss
$2000
Preferred solution
Price reduction
New Reviewer
Empire Today - Last effort before I initiate arbitration

False statements made by salesman. Charged for work that was not completed.

Shoddy workmanship. Failed to follow installation best practices. Argumentative installation manager. Unhelpful - dishonest area manager.

Complete lack of response from corporate. Multiple emails sent with no response.

Empire Today's reply to:

Awful carpet and even worse customer service

Dear Dave,
Our customers are our number one priority, and we’re consistently committed to providing the best quality service nationwide.

We thank you for bringing your concerns to our attention. We’ve located your order, and will be following up with you shortly to discuss your experience. Thank you for your patience.
-ET Customer Support
ID
#1485875 Review #1485875 is a subjective opinion of poster.
Cons
  • Customer service
  • Product quality
Reason of review
bad quality, poor customer service, unresponsive service manager--Stephanie Brown
Loss
$2350
Preferred solution
please contact us to discuss compensation
New Reviewer

Awful carpet and even worse customer service. DO NOT USE THIS COMPANY!!!!

Worst quality carpet I have ever experienced and I have had carpet in my home for over 40 years. Customer service manager does not return calls and unwilling to take calls when made.

PRICES ARE CHEAPER FOR A REASON-- ZERO STAR RATING. STAY AWAY!!

Empire Today's reply to:

"Empire Today Flooring" Does more damage than good!

Dear Prudence,
Customer satisfaction is our number one priority. We put our customers first and work with a sense of urgency to address their concerns from start to finish.
We regret to hear your concerns, and assure you that this is not the experience that we wish for our customers. We’ll be following up with you shortly to discuss a resolution.
Thank you,
-ET Customer Support
ID
#1453672 Review #1453672 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Damaged or defective
Loss
$4
Preferred solution
Full refund
New Reviewer
"Empire Today Flooring" Does more damage than good!
"Empire Today Flooring" Does more damage than good!

My dispute is with Empire today flooring! I've been a loyal customer for over 20 yrs they've probably laid like 7 floors through the years for me but no more!!

In Sept I had my kitchen and living rm done they damaged over $2000 to my cabinets , damaged molding changed the layout without asking me. It's been a nightmare I have before pictures taken 2 days before (someone told me to take pictures of my wood floor underneath if every I was to sell my house I'm very grateful to her). I've disputed with Chase( and got nowhere) and they also sold me not what I asked for. I have pictures witnesses etc..

I can't believe how I've been treated. My husband works 6 days a week we have also recently found out we were very overcharged. We are good people my husband an ex volunteer fire chief / first responder / Sgt. in the Marine core!!

We NEED someone to help us . I called BBB they said they have over 2,600 complaints but with such a huge company I'm just a bleep! Please make this nightmare ( there's so much more to this story) prevent this from happening to someone else!! Please help us.

Thank you! There are more pictures!

2 comments
#1634559

Hard to belive they are still in business. And there commericals are really getting old 588-**** EMPIRE! I can remember that all the way back when I was Junior High School.

#1633708

BBB is not what the general public seems to think. It is a no-power do-nothing gripe board who charges businesses for membership and a door sticker.

They are not the Protector of the People or The Commerce Police and have no representative or remunerative authority.

An "urban legend" best describes them. Thousands of complaints to someone with real teeth in their mouth would be headline news.

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

Terrible Customer service

Dear Jason,

Customer satisfaction is our number one priority, and we strive to make beautiful new floors easy for all of our customers from their initial sales appointment process until post installation.

We regret to hear that your experience did not meet your expectations, and we’d like to further discuss your concerns. We’ll be in touch with you shortly to start working on a resolution.

Thank you.
ID
#1414293 Review #1414293 is a subjective opinion of poster.
Service
Empire Today Flooring Installation
Reason of review
Poor customer service
New Reviewer
Empire Today - Terrible Customer service

The salesman came out and did a great job "selling" To bad he was full of it! First part was the financing, he quoted me $27000, to which I agreed.

I then filled out the finance application which was only approved to 19k. That's when he told me that 19k was the most the finance company would lend and the rest would have to be cash or have my wife apply separately. SHOULD HAVE TOLD ME THAT IN ADVANCE. Long story short, the price miraculously dropped $1500...Moving on, he drew up the contract that stated that ALL of the old flooring would be removed and disposed of, the installation would start the following day at 9 and would be finished by mid day on Sunday.

At 11:30 on Saturday the installers showed up and told my wife they would not finish Sunday as they do not work Sundays. Ok, strike two on the salesman but let's keep going. I was going out of town on a business trip and left with confidence in the installer (who were great guys). The project was completed on Tuesday and I got home that evening.

The old floors were not removed, the new floors were simply installed right over the top. The installers told my wife that it was better that way and that it would be a benefit if we ever sold our house?! I called Empire to find out what the deal is and why I was being charged for removal and disposal if it didnt occur. Michelle in customer service stated that they would come back out and remove the old flooring, but could not remove the tile floor in the bathrooms or laundry room (even though the contract clearly stated they would).

I was then told they would actually remove it but then I would have to hire a separate contractor to come out to prep and level those portions of the floor. I let her know that would not happen and if I had been told that in the beginning I would have never agreed. I then told her that I would be utilizing the cancellation agreement portion of the contract, as I was within the time frame (November 14th was the cancel by date) and they could come get their material. The agreement states you can cancel within 3 business days "without penalty or obligation".

Michelle stated that I could cancel but Empire was entitled to come retrieve all of their material. I agreed with her, stated she could come get it, but Empire would need to put my house back to the condition it was in, including repairing the 16 entryway door frames and custom molding surrounds that were cut in order to fit the new floors (I guess they were cut because they wouldn't fit since the old floors weren't removed as required). Michelle said she didnt agree to that. She ended up offering me a reduction of around 7K, said she would talk to her manager and would be calling me back.

NOT TRUSTING A WORD THESE PEOPLE SAY, I went ahead and processed the cancellation agreement, sent a copy to their legal department as required (FedEx with signature required), I also emailed a copy to the salesman and called and verbally notified a customer service rep. As expected I never heard another word from Michelle, I have called multiple times with no success. The last 4 calls I have been told that they were unable to reach Michelle or her manager Paul, but a message was left and one of them would call me back the next day... You guessed it..

NOONE has ever called me back. However, they have processed the financing portion to the tune of 19k, which is not an ammount referenced anywhere in the contract or any other paperwork..

now I have a new floor, that you can still see the old floor underneath in one part.. I have a new floor that has assumed all of the issues of the old floor (warps, creaking, cracking) a new floor that I have to keep hammering down with a rubber mallet because portions keep popping up, and a new floor that makes popping noises when you walk over the transitions from wood to tile!!