empire carpet customer service service customer installation home house sales installers
Thank you for bringing your concerns to our attention. We are disappointed in the miscommunication that occurred regarding your order and any inconvenience that occurred as a result. Your order has been cancelled, per your request, and we understand that we have been...
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#477979 Review #477979 is a subjective opinion of poster.
Empire Today's reply to:

Installed LVT in my kitchen and a good portion of what they quoted me didn't need to be done. | Empire Today review from Old Bridge Township, New Jersey

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 any additional questions or concerns at 888-588-2315 x3555 or customersupport@empiretoday.com
Thank you.
Angelica Snell, Resolution Team Manager
Review
#463385 Review #463385 is a subjective opinion of poster.
Loss
$700

When the salesman quoted the job he told me they would have to rip up and replace the subfloor and charged me $700.00 for that. When the installers (who by the way were very good but subcontracted) tore up the existing floor they said the subfloor was fine and could be reused.

After the floor was installed I called my salesman who agreed that the $700.00 should and would be refunded to me however a manager would call me with the specifics and the approval. $ weeks later and 6 calls to Customer Service and the salesman and I still haven't heard from a "manager"

Empire Today's reply to:

Non existant customer service | Empire Today review from Snohomish, Washington

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 contact you again via phone. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x3555 or customersupport@empiretoday.com.

Thank you.
Angelica Snell, Resolution Manager
Review
#458284 Review #458284 is a subjective opinion of poster.
Tags
  • carpet installer

WOULD NOT recommend Empire.... unless you're into organized chaos!

The salesman was on time and courteous; he didn't have great follow through, but I am not sure if that was him or the office staff.

I scheduled carpet and LVT(vinyl tile) to be installed on 2 separate days with in a few days of each other. I didn't attempt to haggle on the price, was just looking to get the project done. Saturday was to be the LVT install, Monday the carpet. I got a call at 7 on Friday night letting me know that they were going to do the carpet on Saturday instead; (Keep in mind, I LIVE in my home, so was having to pack stuff up and move it)I shifted gears ,cancelled the plumber I had coming and stayed up half the night preparing for install on Saturday. I received a call from the office at 7 Saturday morning informing me that they didn't have the carpet I had selected in stock, did I want to choose another color? NO, I don't want to choose another color, I want the carpet that I ordered! Silly me. So ,re schedule the dog sitter, no carpet on Saturday and it wouldn't be in in time to install on Monday. I had to shift gears again, move everything that I'd already moved twice, in preparation for the LVT on Monday. Exhausting!!

Tony, the LVT installer, was amazing. He was prompt, professional and very, very courteous. He hadn't been told of some water damage that we were dealing with, but after talking to his supervisor, he went to the lumber store, got the underlayment that needed replacement, and made it happen. He was very meticulous about his work and worked until 10:30 at night to get the job done. I did have him come out and go back over a few spots in the grout, again he was great, fixed the problem spots that I'd noticed and rechecked everything himself. If everybody that I have dealt with at Empire took as much pride in their work, it would have been a 5 star experience.

I got a call from scheduling at 7:30 Tuesday morning to let me know my carpet was on the way. This wasn't the day that we had rescheduled for and really, would have been impossible to do since the LVT shouldn't have anything on it (according to the manufacturer) for 72 hours. More phone calls, more confusion, carpet is on for Saturday again.

The carpet installers were on time and helpful. Their paperwork was written up without mentioning the living room carpet; this led to more confusion and stress on my part. They had to measure twice, but did have enough carpet to do the job(with a whoppin' foot and a half left on the roll!); so, I think that the paperwork was written up incorrectly. The carpet looks great, there are a few new dings in the walls and dirty hand prints on the doors, but those things will happen.

After everything, Empire was able to give me a $400 discount. That wasn't even 10% of the job. Insulting.

The icing on the cake was the horrible man who called to conduct a survey regarding my satisfaction with the experience. Really?!? Do they not communicate amongst themselves? And, if they are going to contract someone to conduct these surveys, it would be nice if they had manners!

DO NOT use Empire bears repeating!

After posting the above review on Yelp, I was contacted by Empire and offered an additional $400 discount... if I agreed to post no further reviews of my experience. I probably would have gone along with it, but Amy, the rep I spoke with didn't even care enough to make sure she spelled my name correctly in the release document. I asked that she mailed a revised copy to my home; that never happened. Really?!? Forget it, I'll skip the refund and tell as many people as I can about my horrible experience with Empire Today; If I can save someone else this hassle, it'll be worth it!

Empire Today's reply to:

Horrible quality, horrible service, and satisfaction is clearly not guaranteed | Empire Today review from Germantown, Tennessee

Thank you for bringing your concerns to our attention, Amanda.
We are committed to working with our customers until they are completely satisfied, and it’s our understanding that we’ve been in contact with you and agreed on a solution. If you have any additional questions or concerns, please contact us at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
Review
#450369 Review #450369 is a subjective opinion of poster.
Loss
$5000

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?

Empire Today's reply to:

Changed price after agreement. | Empire Today review

Thank you for bringing your pricing concerns to our attention. It’s our understanding that we’ve been in contact with you and that you are now satisfied. Please do not hesitate to ccontact us if you have any additional questions or concerns. You can reach us at 888-588-2315 x4195 or customersupport@empiretoday.com.
Thank you.
Rebekah Clerk, National Customer Service Manager
Review
#447087 Review #447087 is a subjective opinion of poster.

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.

Empire Today's reply to:

Misleading Ad led to Average Pricing | Empire Today review

Joe, thank you for making us aware of your concerns. It’s our understanding that we’ve been in contact with you to better explain our all inclusive pricing and the current promotion. We look forward to completing your installation. If you have any additional questions or concerns, please contact us at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk, National Customer Service Manager
Review
#442409 Review #442409 is a subjective opinion of poster.
Tags
  • 60 off
  • Buy1 Get2 Room Free

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.

Empire Today's reply to:

EmpireToday Customer Service is non-existent | Empire Today review from Hesperia, California

Robert, we regret the confusion that with your order and any inconvenience that occurred as a result. We understand that we've been in contact with you and that you've chosen to cancel your order. If you'd like to speak with us further or have any additional questions, please contact us at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.

Rebekah Clerk, National Customer Service Manager
Review
#431954 Review #431954 is a subjective opinion of poster.

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.

Empire Today's reply to:

Empire Today sent thieving installers to that stole from us

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 customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#431464 Review #431464 is a subjective opinion of poster.
Loss
$1192
Tags
  • Installation

Don’t hire Empire Today! They send thieves to your house to steal from you while they install your carpet or flooring!

We hired Empire Today to replace the carpet in our home as we prepare for our first baby. They sent “specially trained professionals” to rummage through our property and steal our belongings while installing our carpet. We were sitting in the other room trusting that Empire Today was a reputable company while they pilfered our stuff.

Their installers don’t even work for them as they are contracted through another company. They are not background checked and could be illegal immigrants for all I know. They stole my loaded handgun and watch out of my nightstand table. Later we found out that they also stole prescription pain medicine out of our medicine basket. Unfortunately we didn’t realize the items were missing until later in the evening after the installers left when we began reorganizing our house.

We filed a police report and a complaint with Empire Today. They showed zero empathy toward my wife and me and have refused to take a single action to make the situation right.

Detailed Summary:

My wife and I have been preparing the house for our first baby and decided to finally replace the carpet in our 3 bedrooms. We called Empire Today and they sent a salesman to our house 7/5/2013. We agreed to the purchase and installation contract and opted for next day installation.

On 7/6/2013 we received a call from their installation scheduler to let us know that we could expect the installers from 12PM to 2PM and they would call us prior to arriving. We cleared out the three rooms of any knick-knacks and everything else but large furniture in preparation. I didn’t really think about securing my valuables as I figured Empire was an established and reputable company. The lead installer Gabriel called me around 1PM to let me know that he would be there in an hour or so. Gabriel and another installer arrived at 2:45 which was fine with us. They immediately got to work and I checked in on them every so often. Neither spoke very English very well, but Gabriel did most of the communicating when needed.

After they finished, which was after 7PM, I did a quick superficial inspection and started reading the post installation documents while Gabriel’s partner was outside. Gabriel himself was very brief and was not following the post installation checklist that I was given to initial and sign. He just stood in the hallway and did not take us on a tour of the work or explain the checklist items. I figured it was due to the language barrier and the fact that it was late so I gave him a break. The carpet looked great and both men had worked a long day from what they had told me. I initialed and signed the documents and they were on their way.

My wife and I then went out to dinner. When we returned we started moving our stuff back into the rooms. I started getting my nightstand stuff together and could not find my Citizen watch. I distinctly remembered putting it in the top drawer of my nightstand earlier that morning when my wife and I were clearing the rooms. That’s when I realized my handgun was also missing from that drawer. My handgun never leaves the top drawer of my nightstand unless I am actually using it and it is always loaded. We have no children and no one else has access to our house besides our nuclear family, all of whom are all trustworthy. We searched through the rest of the house before jumping to conclusions and accusing someone of theft. The handgun and watch did not show up anywhere in the house and there was no reason why they should have been anywhere else but my nightstand drawer. We could not find any other items that were missing besides my handgun and my watch which were both in that drawer. A couple days later we discovered an empty prescription pain med bottle hidden behind our medicine basket in our hall closet. My wife had consolidated them to that bottle just a few days prior to the installation.

We filed a police report (13-73956) with the Chandler AZ Police Department shortly thereafter. Empire’s customer service was closed despite their website saying they were open 24/7. I was able to contact them the next day and file a report.

Empire made no proactive attempts to contact me or my wife regarding the matter. Any time we spoke with them was when we initiated a call to them to get status on our case. They showed no empathy and refused to replace or refund our items.

John, we’ve read your review, and it’s disappointing that your sales appointment did not meet your expectations. We understand that you’ve already gone with another company, but we would still like the opportunity to learn more about your experience and answer any...
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#426875 Review #426875 is a subjective opinion of poster.
Empire Today's reply to:

Agravated and ignored | Empire Today review from Crest Hill, Illinois

Abraham, we always want our customers to be completely satisfied with the work that’s done in their homes. We understand that we’ve been in contact with you regarding the issues that occurred during your installation and have agreed upon a resolution. If you have any additional questions or concerns, please do not hesitate to contact us at 888-588-2315 x4195 or customersupport@empiretoday.com.
Thank you.
Rebekah Clerk, National Customer Service Manager
Review
#426851 Review #426851 is a subjective opinion of poster.
Loss
$8200

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