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Empire Today's reply to:

Empire Today in Tampa, Florida - They make me lose maney and time

Carlos, thank you for bringing your concerns to our attention, we’re disappointed that you feel you are not having a positive experience working as an installer. We strive to create a positive atmosphere for all of our contractors, and we’d be happy to speak with you about your concerns. Please contact us at 888-588-2315 x3007 or email customersupport@empiretoday.com, and we’ll reach out to you to discuss this issue in more detail.
Review
#306729 Review #306729 is a subjective opinion of poster.

hi empire today i am not a empire customer , i am installer from the tampa market i just want to tell to the big head of the company the reason of the poor installation and poor customer service from the installer to the empire today customers it's because the jobs are assigned to installers who give money for jobs , those work all the week and they take the big jobs , those are not installers they pick up the paperworks every day then they post on craiglist.com looking for installers what nobody knows but anyway they send to the costumers houses , that's why a lot of complaints , very low scores , when in the office 8 professional crews do not get jobs and go home every day just because they don't pay for work , your guys must review that situation . everybody (installers) been waiting for everything change but now is like it was before with different people ....thank you !!!!

Empire Today's reply to:

Empire Today in Raleigh, North Carolina - Installation Manager Scheduling

John, thank you for making us aware of your concerns, we regret the lack of follow up you received while attempting to schedule an inspection. We understand that we have spoken with you and an inspection is scheduled for next week. If you have any questions or concerns, please contact us at 888-588-2315 x4195 or email customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#306571 Review #306571 is a subjective opinion of poster.
Loss
$2000

We had carpet installed by Empire Today back in July 2011. The carpet is now worn out in the main traffic areas and on the steps.

In our home its just myself and my 5 year old daughter. We are both in school during the day leaving the house empty till about 6pm. Before ordering the rug I informed the installer I needed a nice indoor/outdoor rug for traffic areas. My 1st call was last Thursday, we have yet to hear from Empire Today, we have called at least five times and keep getting " I called the installation manager and left a message, they will call you back with an appointment.

However; no one from Empire Today has contact us to schedule the appointment. The rug was noticeably worn out in December to where it brought attention to my family who came in from out of town.

Empire Today's reply to:

Empire Today in Raleigh, North Carolina - Cancelled installation last minute

Geoff, thank you for making us aware of your concerns, we regret that you were inconvenienced by the delay with your installation. Customer satisfaction is our top priority, and we understand that we’ve spoken to you about your concerns and rescheduled your installation for next week. If you have any questions, please contact us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#306518 Review #306518 is a subjective opinion of poster.

Update by user Nov 07, 2012

They did it again. After resolving the original issue, thought everything was fine.

They installed vinyl tile in three rooms, and after a few months, one of the bathrooms had tiles that were starting to peel away from the glue. Called and got someone out to the house within a day or two, and again, thought everything would be taked care of. Waited a couple weeks to schedule a repair, only to find out when the installation team came out, that they were not able to repair it, and would have to take up the whole floor and replace the sub floor. So again, scheduled another day (today) for the replacement.

Around 10 am, i had not heard from anybody, so I called the 800, only to find out that I had been scheduled, but no one was assigned to the job.

Spoke with the local installation manager, and have to reschedule because he didn\'t have anyone available! I just want this taken care of so I can never have to deal with them again!

Original review posted by user Mar 21, 2012

Called and had a sales rep from Empire Today come to my house last week. Agreed on price and materials, and set installation for today(a full week from first appointment), when I was told that next day installation was possible.

Installation team waited until 8:30 am this morning to call and cancel installation for today due to the fact that they were "overwhelmed". I had already prepared for their arrival- all furniture was moved, the area was cleaned up for them, and had crawled under the house and disconnected water line to refriegerator. They didn't even have the common courtesy to call the day before, when obviously they were aware of the situation before this morning.

Now i can not get anyone to call me or even email me. Terribly unprofessional and rude.

Empire Today's reply to:

Empire Today Laminate a rip off !

Kris, we always want our customers to be completely satisfied, so it’s disappointing that you are not happy with your product. However, we understand that we’ve been in contact with you and offered a resolution, which you declined. If you have changed your mind and would like to discuss this further, please contact us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#306004 Review #306004 is a subjective opinion of poster.
Loss
$10

Well, Empire Today finally called me after several emails. The "instillation inspector" that came out last year did turn in her report and after EP reviewed it, it seems the problems I'm having with the laminate I purchased is MY fault!

According to them, because I have pets, they are the problem as well as I am not cleaning my floors correctly. I am supposed to use a spray designed for laminate floors, which I do. I am to believe that my dogs *** so much all over my house that they have caused the laminate to peel up. Right!

First of all, they don't *** in the house as a rule. Second, if there is an accident, I certainly clean it up immediately. I find it interesting that the places where there has been dog urine on the floor are NOT the places where the problems are. The "warranty" only covers fading from sun and a couple other things that I can't recall at the moment but they were not any of the problems I have.

DON'T buy laminate from ET ! I have one room that we installed PERGO in ourselves and that laminate is likesteel! It still shines and nothing has caused any problems. I mop it with lysol and water and it doesn't faze it!

Live and learn!

Should have gone to Home Depot and bought Pergo! Empire Today SUCKS !!

Empire Today's reply to:

Empire Today in Natick, Massachusetts - Never showed up

Barb, thank you for making us aware of your concerns, we regret the miscommunication that occurred regarding your installation. We understand that we have spoken to you about this issue and that your installation has been rescheduled for this Saturday. If you have any questions, please contact us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#305785 Review #305785 is a subjective opinion of poster.
Loss
$500

I should have listened. DON"T WASTE YOUR TIME WITH THIS COMPANY.

Installation was set to be done in 4 days. I called and let them no my land line was not working. They had both our cells on file. When we did not get a call the day of installation we called them.

They said the could not confirm the day before. Because the could not reach us. However they new both our cell numbers. There was no call or messages from them.We were informed that there would be no installation getting done.

Now hold on . The advertize next day delivery, thats false advertizing. We gave them 4 days and no product. Now they want us to stay home on a work day and maybe they will show between 8 am and 6pm three days from now.

If they don't show this time I will waste a day from work. Then they tell us how about next Saturday( how about not wasting an other saturday). Do they think we have nothing better to do than stay out of work,or waste our weekend and get a no show.

So now we sit with not flooring and plywood floor till who knows when. NEVER AGAIN

Empire Today's reply to:

Empire Today in Bronx, New York - Empire Carpets Unprofessional!!!

Joseph, we were disappointed to learn of the inconvenience of your missed sales appointment. We want all of our customers to enjoy our outstanding customer service and your experience is not in line with what we strive to provide. We understand that we’ve spoken to you about your concerns and that your sales appointment has been rescheduled for March 24. If you have any questions, please don’t hesitate to contact us at 888-588-2315 x4195 or email customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#305606 Review #305606 is a subjective opinion of poster.

AWFUL AND DISSAPPOINTING SERVICE!!!

I made an appointment and NO one showed up today. My address is 1003 Swinton ave and I called twice to confirm.

Once the rep claimed they could not contact the sales person assigned and the 2nd time I waited 10 minutes before being disconnect. I rechedule work & family issues just to have my carpets and window treatment done, and you guyus did not show or call. I will tell my friends and college students how poorly I was treated by EMPIRE.

someone should be demoted for dropping the ball here. I will spread the word how unprofessional Empire carpets treat customers

Empire Today's reply to:

Empire Today in Los Angeles, California - Lazy and Incompetent

Anthony, we’ve attempted to reach out to you to discuss your missed sales appointment, but we have not yet been able to contact you. We regret that you were inconvenienced and did not experience our world-class service. It is our top priority for every customer to be satisfied, and we’d like to make things right with you. If you’d be willing to discuss your experience with us, please email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195, and we’ll follow back with you. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#305550 Review #305550 is a subjective opinion of poster.

We reside in Los Angeles, Ca and had scheduled an appointment for 10 AM to get a quote for our new home. The rep called to tell use he couldn't make it because of the weather......it was raining.

And what's more funny is that a representative from Home Depot had arrived to give us a quote on something else 15 minutes prior. He even laughed after we explained what just happened with Empire. We called to complain as we do not yet reside in the home and schedule a baby sitter (who also showed up despite the rain). Unfortunately, they indicated that there was only one rep in our area of Granada Hills, CA. We refused to reschedule and decided to go with someone else.

This is true reflection of Empire's work ethic. EXTREMELY LAZY and incompetent. To cancel an appointment due to rain is pathetic. I can't even imagine the quality of the work. This rep should be terminated.

Empire Today's reply to:

Empire Today in Bloomington, Illinois - Poor Customer Service!

Penny, we understand your frustration at your delayed installation, and we’re disappointed that this was your experience. We always make customer concerns a top priority and understand that your installation was completed on Saturday. We have attempted to contact you to make sure that everything is completed to your satisfaction and all your concerns have been addressed, but we have not yet heard back from you. If you’d like to discuss your experience with us more, please call us at 888-588-2315 x4195 or email customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#305236 Review #305236 is a subjective opinion of poster.

I had work done by Empire 5 years ago and after that experience I swore I'd never do business with them again....my boss had a big job done with them and encouraged me to give them another chance! WHAT A MISTAKE!

The estimator was good however, I lost 2 days of overtime waiting for installers. They didn't call to tell mee they wouldn't be at my home until 4:30 in the afternoon. I called customer service and the person was rude and told me she would kick it up for compensation. I had to keep calling to get a answer on compensation for losing so much of my valuable time and finally after 4 days the person said he'd give me $50.00.

What an insult! All customer service reps are rude and condesending!

DO NOT DO BUSINESS WITH THEM! Shabby outfit!

Empire Today's reply to:

Empire Today in Dallas, Texas - Rip off salesman for Wood Laminate Flooring

Ray, thank you for bringing your concerns to our attention, we’re disappointed that you were not happy with your sales appointment, as we always want our customers to be completely satisfied. We’d like to discuss our pricing with you and hope that you’ll reconsider using us for your home improvement needs. We’ve attempted to reach out to you, but we have yet to hear back. Please call us at 888-588-2315 x4195 or email customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager.
Review
#304210 Review #304210 is a subjective opinion of poster.

I had an empire salesperson over for an estimate recently. Empire was doing a Buy one room get 2 Free for flooring. We were going to install Wood Laminate flooring in our family room by ourselves. We figured we had two bedrooms that needed carpeting we might as well take advantage of the deal and have them do the family room install. Wood Laminate is relatively cheap but very durable and perfect for our family room and how often it gets used. The most any DIY center sells it for is $4/sq ft, and typically not more than $3 for the nicer product. We figured it wouldn't cost much more for installation. We were wrong.

The salesman seemed nice. He showed us a few samples and we picked a color of the only HW Laminate they offer (didn't give us a price per sq ft). He said it is made by Armstrong specifically for Empire. Armstrong is an OK brand and at most goes for $3.50 a square foot so I figured this will be relatively inexpensive. He measured the 2 bedrooms, we picked out cheap carpeting. He sat down for 5 minutes with his calculator. Keep in mind our Family room is 350 Sq Feet. He came up with a cost of $4200 for just the Family Room! That is $12 per Sq Ft for just the wood laminate! There is no possible way that the flooring was more than $4/sq ft, and two installers aren't getting paid $3000 for a 6 hour job.

I simply asked him to leave our house. He then asked me to give him my budget (Which was $3,000 for al three rooms) He then said "If I can do all three rooms for $3,000, can I get the sale today?" I said maybe. He then magically did some calculations and said he can do the Family Room for $3045. He gave me a Full $1155 off because I asked? Right there is the sign of a shady salesman. $3045 for 3 rooms wasn't bad. But of course the catch is the special sale didn't include the padding, molding, or the installation for the "free rooms". So the Three rooms (buy one get two) came to $4500. We had him leave, and told him there was no way we could do it for that price. He said he can try to get it cheaper but I'd have to promise to make the sale today. We didn't and just had him leave.

If anyone from Empire Today reads this I would like you to respond and tell me that this was a rogue salesman, and that not every salesman you send into a home is a thief. I understand that your prices are "all inclusive" But $4200 for a Simple 350 Sq Ft room removing carpet and installing simple wood laminate is ridiculous. And anyone who ever installed wood laminate can verify how easy it is to install, and how inexpensive even the best product is.

Thank you for reading this, and I hope to hear back from an Empire Today representative soon.

Empire Today's reply to:

Empire Today installers stole my wedding ring

Georgina, thank you for making us aware of your concerns, we understand that we were in contact with you about this issue previously. We have attempted to contact you to discuss your concerns, but we have been unable to reach you. If you have any questions or would like to discuss this issue further, please contact us at 888-588-2315 x4195 or email customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#303892 Review #303892 is a subjective opinion of poster.

Update by user Apr 14, 2012

Have not had any attempts to reach me. Why would I call you? I already got the slap in the face with the \"too bad.\"

Original review posted by user Mar 11, 2012

I had my master bath tiled by Empire Today. I was home during the entire time & would periodically check on them.

There were at least 6 workers. After they left, I noticed my jewelry box drawer askew slightly. I opened it to check & could not find my wedding ring anywhere. I had put it in there in the morning as I don't wear it when I am home & cleaning.

I turned my house upside down looking for it. I called Empire & was told to notify the police. I had an officer come & take a report. I called Empire again & was told that I had no proof their employees took it (it was there in the morning & gone when they left).

They said too bad, they were not going to do anything about it.

So much for "licensed & bonded." I had to use my homeowner's insurance to replace it. I will never use Empire Today & continue to tell everyone I know to stay away.