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Empire Today's reply to:

Empire Today in Buffalo, New York - EmpireToday: Worst flooring company I've dealt with.

Jennifer, we are committed to working with our customers and never want them to be disappointed with their installation. We understand that we’ve been in contact with you about the issues that you have experienced and that we’ve reached a resolution. Please don’t hesitate to contact us if you have any additional questions or concerns at 888-588-2315 x4195 or email us at Thank you. Rebekah Clerk, National Customer Service Manager
#331023 Review #331023 is a subjective opinion of poster.

First, let me start off by saying I am a trained insurance adjuster, 14 years in the business. I have NEVER dealt with a company which has provided such poor customer service and poor installation.

I am trained on the specifics of how to estimate, install, roll, and stretch a carpet. So, imagine my surprise when my mother calls me and asks me to come and take a look at her carpet which EmpireToday installed. She was already pissed because they called the day of the scheduled installation last week to cancel on her 20 minutes before they were supposed to be at her home. When I originally looked at the estimate, I told her it seemed a little shady because there was no square footage listed or pricing per sq ft.

She wanted to go with them because of the advertised discounts. Even with the discounts, I told her the pricing seemed high. I inspected the 3 bedrooms. Whoever the installer is has no idea how to roll or stretch a carpet.

There are air bubbles underneath the carpets in every bedroom. Almost looks like a buckled hardwood floor underneath the carpet. Too bad they have NEVER had hardwood. In addition, the seams in the closets were not tacked down at all.

I can literally take my hand and lift up the carpet in all of the closets. In my oldest son's bedroom, the carpet is not even the same width as the closet, and there is a one inch gap in the front of the closet with no carpet. The smallest bedroom which is about 11 x14, they decide to roll the carpet by the 14ft side, so there is a seam right before the closet and another seam in the closet. Who does that?

If you don't know, carpet comes in 12ft or 15ft rolls. So if you have a 11 x14 room, you roll the carpet on the 11 side w the 12 ft roll, you roll it 14ft long and then into the closet. There should be NO seam in a room like this. NOT ONE!

My parents room which is about 22x14, they decide to again, roll on the 14ft side. So my mom has a 22ft seam going down the side of her bedroom, and then it stops. Looks like they ran out of carpet, patched in another piece, so it looks like a quilt. Common sense would say, roll 2-12ft pieces on the 22 ft side.

There would be one seam-in the middle and if they are good installers, it should be barely noticeable. These pieces could have gone right into the closets as well. Very little waste and few seams. Any good carpet installer knows this.

The entire carpet needs to be replaced now because the job is sooooo incredibly bad. They are holding up further construction my parents are trying to do because NO ONE WILL CALL US BACK. It's been 48 hours and we have not heard from a soul. I even called the BBB and asked how the *** did they get an A+ rating based on the number of complaints I have read from this site, other sites, twitter, and facebook.

The gentlemen was very helpful and led me to believe they are going to look into this further. I told my mother if we do not hear from anyone by the end of the day, we are calling our local news investigative reporter to look into it. I am just in aw. I have worked with hundreds of flooring installers over the years and have never seen a job quite this bad before.

It really is awful. Wish I could upload photos for you all to see!

Empire Today's reply to:

Empire Today- No one knows anything!

Heather, we’re disappointed that you were not completely satisfied with your installation. As a company dedicated to customer service, we want to work with customers to make sure they are happy with their entire experience. We understand that we’ve recently attempted to reach you to discuss your concerns and possible resolutions. We look forward to speaking with you. If you have any questions or concerns, please call us at 888-588-2315 x4195 or email us at Thank you. Rebekah Clerk, National Customer Service Manager
#329587 Review #329587 is a subjective opinion of poster.

I recently used Empire Today for my flooring. When the salesman arrived we went through the different options- without going over prices- he was naturally assuming because I'm a single female that I should look at the less expensive models and kept telling me to look at the vinyl though I much preferred the woods. When I did pick out 5 samples I liked- he went outside to "consult his boss"- he came with only the price of the vinyls- those I didn't like and thought looked cheap. I asked about the 60% off ads running on the tv- and he said that only counted towards the "product" not the labor- so I asked how much labor was- he said he didn't know- I asked how much the product was- he said he didn't know. I said that I wanted a itemized record of my invoice- and he said that it's an "all inclusive price...Does that make any sense? I asked how I knew I was getting 60% off of the product if its an all inclusive price. He also said this price included trim. But still didn't know how much anything was- he went outside 3 more times to consult his boss- I felt like I was being used by a car salesman!

Well- his incompetence further reviled itself, as he showed up at my work to sign the contract but hadn't filled anything out- and forgot what product I wanted and had to run out to his car and bring the samples into the lobby at work- I was so embarrassed, and his unpreparedness cut into my lunch break. Further more- the product wasn't even close to the quality that I expected. I priced the product at Home Depot and Lowe's and it came out to $0.89/sq ft but even at their 60% "discount" Empire Today's product came to over $4.00/ sq ft! They also forgot the trim that my salesman told me was part of my price!

When I called customer service- I got the same run around- no one could tell me how much labor or the total product is. I highly doubt their A rating with the BBB- if they can't provide itemized receipts, have a low quality product, unorganized sale people and clueless customer service!! DO NOT USE THEM- I still 3 more floors to do in my house- and next time I'm doing it myself- less hassle, cheaper, and I would know what I'm doing! Also thinking about sending this to the BBB for them to look into these horrible practices!

Empire Today's reply to:

Empire Today - Scammers

Matt, we’ve recently spoken to you about this issue, and have come to a resolution. We regret any inconvenience that occurred, as we always want our customers to be completely satisfied with the service that they receive. Please don’t hesitate to contact us if you have any additional questions or concerns at 888-588-2315 x4195 or email us at Thank you. Rebekah Clerk, National Customer Service Manager
#327571 Review #327571 is a subjective opinion of poster.

I just want to let EVERYONE know of my beyond horrible experience with Empire today. I have been a long time repeat Customer who has spent $40-$50k with them over the last 5 years between my two homes.

Everything in our first house went perfect, couldn't have asked for more. Our second home, trouble from day one. We stuck with them though because they always stood behind their product and gave discounts when appropriate (like when it took almost 1 year to get our Plantation Shutters), so we continued. Just recently they installed hardwood floor in our family room and master bedroom, at first we were very pleased, so please in fact we had them come back and install hardwood in our guest room and our upstairs hallway.

Well after a week or so, I guess once all the glue was completely dry we started to find boards that were loose, hollow underneath (no glue) and that our floor was very wavy. After numerous calls and complaints they finally sent a "supervisor" to see the work. he agreed it was not done properly and they agreed to tear up almost 600 square feet and replace at their expense. Since they stood behind their product we decided to extend the hardwood into our front foyer.

When the crew finally showed to start the tear out they sent two people (2), only 2 to tear up 600 feet and reinstall that plus another 200 (ish) square feet which had tile that had to be torn up as before they could start. The installers were great, very apologetic and worked long hours to try to please us and get the job done as quickly as possible. After day one very little progress was made as this is such a chore to tear up hardwood, worse then tile and much more of a mess. I called and was told we would receive a credit and that also an additional crew would be sent the following day to speed things up.

Well, needless to say, no additional people were sent to speed things up nor was a credit issued. Saturday morning comes, tile is torn up for the additional work and the installers come and say we must pay before they could start to lay down the wood. So I call the office and am told that even though 4 days had passed since I was told I would receive a credit, no one had decided how much it would be and that I needed to pay the full price or the installers would be sent home. Well, I got pissed, rightfully so, I believe because no one had done their job and decided on how much the credit would be.

So after multiple arguments with multiple "managers" and me becoming increasingly angry I lost my temper and yelled/screamed, ranted and raved to no avail. FINALLY after all these calls, the original "manager" who had said the floor would need to be redone calls me. I of course have a major attitude and he asked why. I replied that you know exactly why and that if you had returned one of my phone calls over the last 5 days he would know exactly what was going on.

I lost it with him and hung up on him. He later called me back and we argued, then he called me a Pr^&ck. So the call process began again and I called everyday trying to speak with a manager who could actually make a decision on what my credit should be and to complain that I was called a Pr^&ck by their "Manager" i was told everyday from the 13th of June until the 25th of June that the General Manager would be calling me, he never did until finally yesterday after another Manager (who was very nice named matthew) called and spoke with me first. He then said the GM would call me in the afternoon and he basically had been waiting to call me since my last encounter with the excellent customer service people tuned out so well.

So yesterday afternoon Brian, the "GM" calls me and plays (maybe he wasn't playing) *** and tells me he has been unaware of the issues and that he did not know he was supposed to call me, even though no less then 5 managers at this point had specifically said he would be calling me. So after he calls and (plays ***) he informs me he has to call me the following day (today) which to my amazement, he did. he informs me he will give me a whopping credit of $50/day x 3 which I told him was not ok, he replied that is his standard credit. So my question is, is a Consumer who has spent $40-$50k and still has a pending order of $4700 a "standard" client or should I receive something more?

For 4 days we were unable to use our home due to the mess created by fixing their poor installation, our Children had to stay in their rooms, our cats and dogs had to be locked up in a bedroom and I was unable to work from the dust and jackhammers being used (I work from home). I asked for a $500 credit which I believe to be more then fair, especially from a Consumer who has spent so much money with them and repeatedly used them and sent them business. He then said that was all he was going to do and asked if he could help with anything else. I then exchanged a few unkind words and hung up.

Moral of the story - DON'T use EMPIRE TODAY, they could careless about their Clients and will scr#$w you the second they get the chance. They are a horrible company and a Nationwide Company who could careless about you, the Consumers that keep them in business. Our installers had told me it had been nearly two weeks since the last job they had from Empire Today, you would think in a slow market they would take that extra step to make you happy. THEY WON'T, they could CARELESS about you and only want to get your money, then churn and burn you.

This is the reason that the excellent Management that used to be there when I had work done from them previously are all gone. Spend your hard earned money on a local small "Mom and Pop" company who actually cares about you, your satisfaction and your business.

Empire Today's reply to:

Empire today wood flooring

Michael, we never want our customers to be disappointed in their experience with us, and we’d like to speak to you in more detail about your situation and your concerns with our pricing. We understand that we’ve contacted you via email regarding this matter. If you’d like to speak with us further, please call us at 888-588-2315 x4195 or email us at Thank you. Rebekah Clerk, National Customer Service Manager
#324976 Review #324976 is a subjective opinion of poster.

We were in the Woodlands Mall and setup an appointment with Empire. Dwayne came by and was very friendly.

But ofcourse he was, I had money he wanted. Anyway I had already drawn the plans of my rooms and hallway we wanted covered in tile and wood or either. We were open to advise. And like the other bids, we were advised to stay with one texture since they all touched.

OK. And all went quite well until he quoted the price. We were wanting to cover 589 sq. ft.

The price he quoted was a little over $11,000.00. Just under $20.00 a sq. ft. And when I asked him how much that was a square foot, Dwayne could not tell me.

He said they are the biggest seller in the country of wood floors, but would not sell me the actual square footage we needed. We only sell by the box. Excuse me? We are looking at your samples of flooring you say you have in the warehouse.

So nothing special order. And you only sell by the box? And all this flooring is special made just for Empire. Wow, you must sell alot of flooring.

Now to the fun part, or should I say the flimflam. When we told him he was WAY to high, a phone call was made to "talk to my supervisor" the price magically dropped to around $6000.00. Still way out of the ball park. After another phone call "to his supervisors, supervisor".

Dwayne said I will likely get in trouble for "going over his head". What are we buying, a car or flooring? Now the price had dropped from just over $11,000.00 to $5,000.00. We told Dwayne he coul;d leave and be sure to take all his items with him.

Needless to say, Empire Today will NEVER step foot in our home again.

And they are the top company on Angie's List? Angie, you better screen your companies.

Empire Today's reply to:

Empire Today in Chicago, Illinois - Do not use Empire Carpet!!!!!!

Stephanie, the lack of follow-up that you received is regrettable, as we want to provide all our customers with world-class service and ensure that they are completely satisfied with the products they receive. We understand that we have spoken to you about your concerns and that we have a scheduled an appointment to make the necessary repairs. If you have any additional questions or concerns, please contact us at 888-588-2315 x4195 or Thank you. Rebekah Clerk, National Customer Service Manager
#324121 Review #324121 is a subjective opinion of poster.

About a month ago we had lvt tile installed in our home. Noticed write away it was popping up and was told to give a little while to settle.

Well it never did they came on 06/02/2012 stated atleast 35 tiles had to be replaced.

The would call monday 06/04/2012 well guess what no call I have been calling and the nasty and rude customer service reps keep saying give us another 1-3 business days! really well we spent $5000.00 and I want my floor fixed stop with the stall tatics and fix the floor!!!!!!!!

Empire Today's reply to:

Empire Today in Washington, District Of Columbia - Bathtub liner

Lupe, we can assure you that we take customer concerns very seriously. We understand that we’ve been in contact with you about this situation and that we are currently working towards a resolution. Please don’t hesitate to contact us with any questions at 888-588-2315 x4195 or email us at Thank you. Rebekah Clerk, National Customer Service Manager
#323679 Review #323679 is a subjective opinion of poster.

Had a bathtub liner put in by Empire Today. The so called plumber placed the tub liner and the tub drain instead of screwing the tub drain to the main drain pipe underneath the house he caulked it with lots of caulk around the drain hole.

I recently had my washer/kitchen line replaced and the plumbing company discovered that the drain spouts for the toilets and the tub were not connected to the main drain pipe. Upon starting the repair they discovered also that when the tub liner was placed the tub drain was not screwed to the main drain pipe. This shoddy work has caused the water to start leaking when the bathtub was used which in turn the moisture has rotted the floor in both bathrooms. The moisture also caused the foundation to settle and the drain pipes from the bathtub and toilets seperated from the main line.

Upon notifying Empire Today of their error they deny responsibility because the work was done over a year ago and the warranty is only for one year. How is it that a company can do shoddy work and not accept the consequences?

Empire Today's reply to:

EMPIRE TODAY sold me defective carpeting

Nancy, we regret the lack of follow up that you’ve received. We take customer concerns very seriously and always want to work with our customers until they are satisfied. We’ve reached out to you and left you a message about working towards a resolution. Please call us at 888-588-2315 x4195 or email us at, and we’ll follow back with you to promptly resolve this matter. Thank you. Rebekah Clerk, National Customer Service Manager
#321556 Review #321556 is a subjective opinion of poster.

Update by user Jul 05, 2012

Another month has passed and another visit from an independent evaluation company and STILL no resolution/response from Empire. No response to my calls to customer service AGAIN.

My opinion of this company has not changed. I would recommend that you look elsewhere for carpeting.

Original review posted by user May 30, 2012

I bought brand new carpeting and it almost immediately started to unravel. I have been trying to get it rectified for over 8 months.

They sent installers out to look at it twice. They acknowledged that the carpet is defective, took pictures and left saying that I should hear from "the supervisor" but that never happens.

I have left numerous messages for Customer Service, but no response. I WOULD HIGHLY RECOMMEND THAT YOU STAY AWAY FROM THIS COMPANY - it sounds like a great deal and they do it fast, but what good is that if they do not stand by their product?

Empire Today's reply to:

Empire Today, ***.

Paul, we regret any inconvenience that occurred from the delay with your refund. We understand that we’ve been in contact with you regarding the confusion with your order and that we’ve reached a resolution. If you have any additional questions or concerns, please don’t hesitate to contact us at 888-588-2315 x4195 or Thank you. Rebekah Clerk, National Customer Service Manager
#320952 Review #320952 is a subjective opinion of poster.

We ordered over $3000 of window treatments (Hunter Douglas) in April, through the Empire sales rep servicing central Connecticut named Lori. They arrived in May, and the installer began to install them.

As soon as they started going up, we noticed they were very different (wrong model, color, and size) than what we had ordered and asked the installer to take them back. When I contacted Empire Today (5/16) to ask for a refund of my $943 deposit, i was told that a local rep would contact me in 1-3 days. I called again on 5/23, stating that nobody had called. They said a local rep would contact me the next day.

I called again on 5/25, and was told that records show that my blinds were installed, so I wouldn't get a refund. When I stated that were very different than what I wanted, and the installer took them back (aside from the two blinds that he left here, now sitting on my floor), I was told the local rep would call me back in the afternoon. I called back in the afternoon when I hadn't received a call by 4:30pm, and I was told the manager was away and I should get a call next Tuesday. This is ridiculous.

I'm now out $943, and still have no blinds. I would ask for a replacement, but since the sales rep has no idea what she is doing, how can i possibly get what I actually want?

Empire Today's reply to:

Empire Today in Washington, District Of Columbia - Empire doesn't care

Kellie, we’ve been attempting to reach you and have left you messages regarding your concerns with your product. We’d like to speak to you so that we can work towards a resolution. Please call us at 888-588-2315 x4195 or email us at, and we’ll follow back with you. Thank you. Rebekah Clerk, National Customer Service Manager
#318873 Review #318873 is a subjective opinion of poster.

Update by user Jun 17, 2012

I\'ve called many times and asked for some type of resolution. They were supposed to get back to me, and guess what?

STILL HAVEN\'T. Don\'t know why I\'m surprised, they didn\'t do what they promised and have continued to disappoint.

Thank you pissed consumer, you were the only way I got them to care a lil bit.. just a bit too little and a lot too late.

Original review posted by user May 16, 2012

Satisfaction guaranteed my ***. I have called 4 times, asked to be called back, no one does.

What we were promised was not delivered. Our poor installers stayed and completed the work even though we were blatantly lied to by the salesman. based on other info here, seems to be COMMON. I still haven't received any financing info, so I'm sure there are fees there, its been over a month now.

All I want is someone who cares and so far no one does. AVOID this company like the plague.

Never believe a word that comes out of the salesman's mouth and KNOW that no one in management will do anything about it, because they dont care. Your money is the only thing they care about.

Empire Today's reply to:

Empire Today - Customer Disservice

Thank you for making us aware of your concerns, Alex. We understand that we’ve been in contact with you regarding the issues you’ve been experiencing and that we’ve scheduled an inspection. If you have any questions, please call us at 888-588-2315 x4195 or email us at Thank you. Rebekah Clerk, National Customer Service Manager
#316697 Review #316697 is a subjective opinion of poster.

We had a sales person Cindy Stamper come to our house and sold us carpet from Empire Today. She was nice and did a professional job.

The carpet was installed on 12/3/11. There was a problem with the paperwork on their end which did not affect the installation but became a problem later when we tried to contact the company with a complaint. The installers were so fast that they showed no care for our walls and caused us to repaint. We complained to Empire Today who offered to look at our walls and do a touch up.

We opted to just do it ourselves. This must have put us on a "complainers list". Four months of normal use and proper care of the carpet has caused the carpet to look worn out and matted down. We called Empire today and my wife was sarcastically told by Local Customer Service Manager Roger Thorton that carpet is made of plastic and doesn't ware out.

His attitude was horrible and unprofessional. We were told that we need to call back to schedule a representative to come take a look. We have called 6 times and always have the same response. We get a helpful customer service rep.

who can't locate our lost order by phone number. Then we give her/him our assigned activity number (1-732558958) and they put us on hold for 5-10 minutes. They return and tell us we will receive a call the next day from Roger Thorton . He has NEVER called back.

We gave them both our phone numbers and they have our email. We are being ignored with the hopes we just give up. Empire Today has not done what they claim and is a fraud. I don't say this without fact.

Their recorded phone records should show all our calls. I will be taking this up with the BBB.