Empire Today's reply to: Empire Today - Ripoff

Mary, I have read your post and apologize for your experience with our sales representative and installation team. After reviewing your history in our system, it is my understanding that our local manager contacted you regarding your concerns. Customer satisfaction is extremely important to us and we want to work towards a resolution. We are always available to to answer any questions you have regarding your order or Empire. We would like to follow back with you to review your order and the amount of product that was installed. If you could contact me at your earliest convenience, then we can better continue working on a resolution together. You can email me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Mary H Zzo
map-marker Los Angeles, California

Empire Today - Ripoff

I fell for the 'Empire Today' advertised promotion ("buy 1 rm, get 2 free"). Of course, when the salesman showed up, he explained that this applied to a lower grade of product than we had desired.

But, that was not the major issue. After selecting carpet for 4 rooms, the unscrupulous salesman came up with a $ amount that sounded semi-reasonable to us (of course, we hadn't shopped around), though the paperwork he provided us did not specify sq. footage. Well, bottom line is, he ordered so much extra carpet for us that there was enough left over to carpet another room!

The installers were willing to install it for us at the cost of extra padding. We agreed, but asked them to come back in 2 weeks to install. 2 weeks went by and the installer called to say his partner actually installed the extra carpet in his own home!

I didn't even know how to go about complaining to Empire Today and figured they'd only give me the runaround. So instead, I am warning everyone I can to stay far, far away from this ripoff company.

Empire Today's reply to: EMPIRE CARPET DOES NOT BACK THEIR PRODUCT !!!

Jason, I truly apologize for the difficulty you are experiencing. I was able to locate your information and it’s my understanding we have scheduled your repair. Your satisfaction is important to us and we want to work with you. Please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager All of our products are backed by manufacturer product and installation warranties. Your product does feature a 30-year wear warranty. Our customer service agent can explain the details of the warranty or answer any other questions you may have.
Linda C Gpy
map-marker Reston, Virginia

EMPIRE CARPET DOES NOT BACK THEIR PRODUCT !!!

Within one year, 3 saddles broke. They had to come back twice to fix the first two, since the "repairman" did not communicate in English at all. He put in the wrong color.

Two weeks later, the saddle going to the basement broke in half when the oil man stepped on it. They said it was HIS fault for stepping on it. WHAT? It's a floor, you're suppose to step on it, walk on it, etc...

The saddle is made out of cardboard, yes cardboard. Not even pressboard, cardboard. I'm surprised it took a year to break, it should have broken within a day.

Now that the floor is paid off, they said the warranty is over. I was told there was a 30 year warranty. They said because I had too many things break, they would not fix it without us paying for it. They wanted $65 just for someone to look at it. The customer service man was rude and obnoxious, saying that everything that broke was MY fault and he wasn't dealing with me anymore. Well if walking on a floor causes it to break, then it is my fault. Empire is a joke!!!

We had problems with them from day one, when the installers tried cancelling the appointment ten minutes before the time. That should have told me something...I should have cancelled and never rescheduled.

The other rooms in my home were done by ourselves, with the cheapest product from Home Depot. They've been down for FOUR years and NO problems whatsoever. I've dropped numerous things on them, from a hammer to a jar of sauce. Not so much as a dent or scratch. That tells me just how cheap and shoddy Empire products are.

Do yourself a favor, and do NOT ever use Empire.

Empire Today's reply to: Empire Today

Harold, I have read the information you have posted in regards to your experience. I truly apologize for the damages your ceramic tile incurred during installation and that we did not provide you with the proper molding selection. After reviewing your history in our system, it appears we had installers return to fix the tile and check on the color of your molding. I apologize we were not able to meet your expectations. Customer satisfaction is extremely important to us. All of our products are backed by manufacturer product and installation warranties. The manufacturer and installation warranties on your product warrant it free from defect for two years after proof of purchase. Its ArmorMax finish warranty also guarantees the finish will not wear through from normal foot traffic for a period of 50 years. I apologize if this wasn’t clearly explained and we will follow back with the market. It is our understanding that we have mailed you a copy of the manufacturer and installation warranties for your reference. If you have any further questions or concerns, please feel free to email me at mmichalek@empiretoday.com or contact me via phone at 888-588-2315 ext. 5560. Marlo Michalek – Vice President of Marketing Communications.
Harold D Wpz
map-marker Stamford, Connecticut

Empire Today

This has been a disaster since the beginning. The salesman came to the house and sold us an oak floor and told us it was guaranteed for 50 years.

it wasn't, only the finish is guaranteed for 50, the floor is only guaranteed for 2 years. Next came the installation. Apparently the installers had no clue what they were doing. They broke a ceramic tile, they shot staples into the floor (I had to pull them out myself), and they didn't have the correct moldings.

If I wasn't home watching every second they would have done even more things incorrectly. They came back to finish the moldings and fix the tile, but still didn't have the correct molding to match and they didn't know how to fix the tile. I tried to resolve the problem with their customer service department to no avail. All they did was sent 4 guys with no tools, so I sent them away and told them I didn't want them back in my house ever again.

I purchase the moldings at my own cost and I'm living with the broken tile. Don't use them!!!

Loss:
$5000

Empire Today's reply to: Reimbursement for damages still not paid!

Fred, I truly apologize to you and your wife Shelli for the damages that occurred to your couch and other belongings during installation and for the issues you experienced in receiving a reimbursement check. After reviewing your history, I see that a reimbursement check has been mailed to you. Customer satisfaction is extremely important to us. If you have any further questions or concerns, please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Fabien Pac
map-marker Portland, Oregon

Reimbursement for damages still not paid!

As an active duty Army officer, it is important that the businesses we deal with can communicate and follow through with our spouses on our behalf. The amount of time and trouble as well as lack of timely communication between Mr John Coppola, GM of your POrtland, OR office and my wife Shelli has made it very difficult for us to proceed with the renting of our home before my deployment to Afghanistan.

I have read all email correspondence between Mr Coppla and Shelli and looked over phone log notes regarding the conversations they had. It is obvious that he mislead her in the amount of time it would take to receive reimbursement and even had little or no knowledge of your own policies in customer reimbursement, causing even more of a delay. On October13th she spoke on the phone with Mr Coppla and asked specifically when the check would be cut to cover the painting/wall repair expenses to which he informed her that it would be done that Thursday. It was not until November 1st that he informed her of the General Release which had to be signed before a check could be sent. I signed the release that evening and it was faxed, per an emailed arrangements with her, the very next morning. In an email sent by Mr Coppla prior to the release being sent, he stated that the check would be sent out as soon as your office had possession of the General Release. We have emailed confirmation from the office that the release was received on the morning of November 2nd. It has since been yet another a week and the check has not been mailed!

Empire Today's reply to: Empire Carpet never honors it's appointments. BAd customer service, doesnt care.

Maxine, I understand you have been in contact with the head of our Marketing and Communications Team and that she has addressed your situation with customer service and the market. I would like to apologize again that we were not able to meet your expectations in scheduling an in-home appointment. Since we do not have any retail stores, we take the scheduling of our appointments very seriously. It is the only way we are able to show customers our products and help them to learn more about shopping and purchasing with us. If you have any more questions or concerns before this time, please feel free to contact Marlo or you can email Rebekah Clerk, National Customer Service Manager at customersupport@empiretoday.com or via phone at 888-588-2315 x4195.
Maxine R Geq
map-marker Buckley, Washington

Empire Carpet never honors it's appointments. BAd customer service, doesnt care.

I have scheduled appointments with Empire Carpets that are then canceled on the day of, the excuse being that there is no representative in the area.

"Why make the appointment in the first place?" i asked them?

"Because we never know whether there will be reps in the area until the morning of the appointment."

"Meantime I have taken half a day off work. Is this really how you do business?"

"I'm sorry, but there are no reps in the area, we will have to reschedule."

And so on.

I don't know how a business that doesn't honor its appointments or respect its customers is able to still be in business. It is disgusting behavior.

If anyone can shed light on this matter i would be immensely grateful.

Empire Today's reply to: Empire is a Waste of time!

I have read your post and apologize for any inconvenience this may have caused. I was able to locate your account information in our system and understand that we have followed back with you and your deposit is being refunded. At times, there are situations that arise which cannot be addressed by our Sales Representatives and are best assessed by our Installation Team. If you would like to discuss your concerns or have additional questions I can be reached at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager.
Kim K Xva
map-marker Washington, District Of Columbia

Empire is a Waste of time!

We contacted Empire - They were expensive, but duid take $400 off the cost of a wood floor for a small room - Waited three weeks for the floor, Install on a Saturday - They were scheduled for 8 AM - At 9:15 AM I had to call them. A very sleepy Tech - Erin called and complained that he works hard during the week but would be on his way.

He finally arrived at 9:30.

He walked in, looked at the tile they were go8ing to install on and said it was Asbestos tile, they could not work in those conditions and left! They Quoted the job looking at this freeking tile! The "boss" called and apologized and said he would send our deposit back.

Are you kidding? What a joke!

Loss:
$250

Empire Today's reply to: Won't stand behind products warranty after 10 months

Ms. Bradley: I have read your post regarding the problems with your laminate flooring and would like to apologize for the frustration you are experiencing. I was able to locate your account information in our system and understand that our local market is working with you and has offered to repair the areas that are damaged. We are happy to schedule a time for the repairs at your convenience. Please follow back with our local team, or feel free to reach out to me directly for assistance. Customer satisfaction is extremely important to Empire and we want to ensure that you are satisfied with your product and installation. I can be reached at customersupport@empiretoday.com or 888-588-2315 ext 4195. Rebekah Clerk, National Customer Service Manager
Anonymous
map-marker Rochester, New York

Won't stand behind products warranty after 10 months

We purchased laminate flooring through Empire Today and had their installers put the flooring in, total bill was 5800.00. Now we have the floor separating both horizontally and vertically at the interlocking system.

They have been out 3 times with the installer, installation manager as well as a independent inspector. The offered to replace most of the flooring in the high traffic areas, the floor looks the same under the couch and other areas that are not high traffic-other than the 5 lb cat that can wiggle into those areas. We want a whole new floor and they will not budge so far. We are not confident in the product and have told them just to come and take the floor up- we do not want it.

We have been going through this for 3 months now and we have only had the floor for a total of almost 11 months. We do not and have not recommended them.

We are considering contacting a lawyer. It is not a 5800 floor by any means, our patience is out.

Loss:
$5800

Empire Today's reply to: Empire Carpet Doesn't Back Their Work!

Nancy, I was able to locate your information in our system. Empire’s service installation and manufacturer product warranties unfortunately do not cover water damage. I understand that you had declined our offer to fix the flooring at a minimum cost. I do apologize for the inconvenience this may have caused you. If you would like to discuss the resolution that we proposed or if you have any questions, please feel free to contact me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager.
Anonymous
map-marker Nashville, Tennessee

Empire Carpet Doesn't Back Their Work!

I paid $8000 for laminate flooring from Empire. It got water damage, which I understand is not covered on warranty.

All I wanted was to get it repaired- I would pay. Guess what? They no longer stock the floor. I am totally screwed.

The salesman came out and basically I can rip up the whole floor or just "keep the couch where it is". When I put this floor in, one of my concerns was that I would be able to match it down the line. Well the company lied. Don't trust what they tell you.

When and if I decide to sell my house, I will have to either disclose to the buyer (because I am not a liar)give money towards replacement or replace it myself. The floor is only a few years old.

So much for a lifetime warranty!!!!!

Empire Today's reply to: Empire Today Tile floor installation scam

I have read your post and comments about the tile that was installed in your home. I was able to locate your account information and understand that our local market has been working with you. I want to be sure that you are satisfied with the product as well as the installation, so I’m having a member of our customer service team readdress your concerns. I understand your concerns about the tile that was installed having different marking than the tile that you saw during your appointment. We checked to be sure that the tile that was installed in you home was the same tile that you selected during your appointment – we can assure you that the product is the same. Occasionally, the manufacturer’s lots have different stamps and patterns on the back, which may have caused you to believe the two tiles are different. I am available to answer any questions you have about Empire and your order. Customer satisfaction is extremely important to us and we want to follow back with you. Please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
Min-Yu T
map-marker Detroit, Michigan

Empire Today Tile floor installation scam

Empire Today trick their customer with one product, then sell them the other. You should learn this fact before consider making that call.

Here is my story. I had my house re-floor by Empire Today Tampa in April.

The sales person came with some tiles, and it only took me less than 30 minutes to choose one I really like. It was 18" pocelain tiles with flat smooth surface. The name of the tile- Santo Ivory We negotiate price, then signed the order.

On the installation day, two men show up, (I was expected a 4 men clew). The guy showed me a tile, asked me to confirm this was what I ordered. The color was yellower, and surface was rough. I replied, "I don't think this is the one, it does look like it" The guy said " it is santo ivory 18", the box says so, this is the one listed in the order".

I was confused, and the tiles and what I remembered did look very alike.

Upon now you should've realized, yes, the sales person NEVER left me a sample tile. Later I learnt this is the trick they play.

So I gave ok for the installers to continue the job. 2 days later I was onsite checking out how installation process. I happened to notice one opened box of tiles which was left at the corner. What caught my eyes was the light reflection of it differ from what have been installed in my house. I touched the tiles and it was smooth, and the color/pattern was more settle.

I immediately realized :THIS is the one I purchased! I told installers, and I explained that tile was the right one. The installer responsed " we only got three boxes of them." I asked them to leave me the right tiles for me to talk to their office. He claimed he need to return all left over back but he can leave me one. (I was holding it tightly so I guess he cannot refuse.)

The difference of two tiles are--

1. surface roughness: the right one is slikly smooth, the wrong one is roughly smooth. You can feel in by touching. And you will notice less noise when walk on right one.

2. Backing pattern-- The right one has " design in France" writting and was waving pattern. the right one has "made in china" writting and was grids pattern.

3. Color- both are ivory color, but we all know just as we buy paint, there are many shade of ivory. The right one has more green, makes it more settle. The wrong one is yellower.

I called sales person immediately. He said he will stopped by. And of course, he did not. I called my credit card to hold the payment. Then I contact Empire Today customer service. Finally after a week he called and made an appointment with me. He came to my house, claimed and insisted both tiles are the same. He took it back to have his manager take a look.

Days later I received calls from their office. The manager claimed she have all the employees tested touching, walking barefootly, and looking at two tiles, everyone says they are the same. (And of course if she was my boss who signed my paychecks, I will claim whatever she wants.) She further explained many employees have Santo Ivory installed in their home, they don't see the different. Wow!!!! The color and backing difference was normal, not every tiles are identical and sometimes manufactor changes backings. I understand that but how do they explaned they have three boxes of what I was sold and ordered but not installed?

"They are the same." That was the answer I got.

After several calls going bak and forth, the manager INSIST two are the same and I feel the difference, which they cannot do anything with MY FEELING.

To be fair, installation was fast and smooth, 1100 sq. ft was completed by 2 and half days. Only a couple tiles was slightly uneven but overall not too bad.

But the feeling of being a scam victim is still there. What if I've never noticed that box of tiles blings under sunlight? Once again they successfully scamed one customer. I hope you are not next one.

Tsai in Largo, FL.

Loss:
$5

Empire Today's reply to: Empire today - save your money and your sanity and go elsewhere

Renee - I've read your post and have been able to locate the information in our system. I apologize that there were issues with the product and the inconvenience this may have caused you. It is my understanding that you are currently working with our Customer Service Team on replacing the liner. Your satisfaction is very important to us, if you have additional questions please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Renee E Ngv
map-marker Cincinnati, Ohio

Empire today - save your money and your sanity and go elsewhere

Two years ago, I made the mistake of having Empire install a shower liner. Have been having problems ever since...leaking...stains...coming apart, mold underneath, etc.

FINALLY, they stated they would replace. HOWEVER....the day of the appointment, oops...we mis-scheduled. Can we come the next day. The next day...oops....where are they???

Hours late, no one can get a hold of the ONE person that is the ONLY person who can handle this.

Two days off from work and STILL, terrible, broken shower. Next stop...lawyer to get my money back to let a REPUTABLE company do the work.

Empire Today's reply to: Empire Today Flooring put our house out of code and installed on particle board

Mr. Hinckley: As a member of the customer service management team for Empire I apologize for the problems you had with your flooring installation and we understand your frustration. Customer satisfaction is extremely important to us and we want to work with you. I was able to locate your account information in our system and understand that we have been in communication with you regarding an inspection scheduled for this week. Our local area manager is overseeing your inspection and will communicate back with you about next steps. If you need additional assistance, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Timothy H Pus
map-marker Miami, Florida

Empire Today Flooring put our house out of code and installed on particle board

In September my fiancee Donna Richard and I (Timothy Hinckley) hired Empire Today to do lay hard wood floors in our house. We were asked to have the a 10,000 dollar line of credit approved and paid with no written contract detailing the job, but not to worry we would not be charged until each of us had signed a Certificate of Completion.

The first day they didn't start because the wrong wood was ordered for our house. The next day they showed up with no detailed work order and asked me to tell them all the details of the job, and still had all the wrong molding. Then we come to find out that they had laid the hardwoods on top of particle board throughout the entire house. I had been suspicious something was wrong and during the job called management and they assured me it was nothing but an aesthetic problem, and they would not finish the job until I returned home to sign off on the job. I got home and found all the molding was the wrong color, all the detail work was wrong, all the thresholds were laid on top of the existing wood trim bringing my house out of code, and they used inches of wood puddy in all the joints to hide the improper cutting of the wood and cracks, they even ripped up tile and laid wood in rooms we hadn't asked for flooring. I asked the guys not to leave till I reviewed the job and signed a Completion Order, they snuck out getting my fiancee to sign before I returned.

I am on the loan separately and tried to stop the loan from Wells Fargo but they had processed it and Customer Service told me it was installed and I had ok the job. I tried to appeal to Empire National since I had already appealed to the local management and the regional rep refused to let me speak to anyone about the legal violations or provide me with any documentation and doubted the warranties that there own manufactures provided.

Truly a horrible experience from top to bottom. What troubles me the most is as the customer my veracity is being challenged by all levels of their management yet the people they believe on the local level have never visited our house.

My fiancee has even fallen in the house almost breaking her ankle on the curved out of code thresholds they installed.

Loss:
$10

Empire Today's reply to: Never showed for appointment

Ms. Williams: I have reviewed your post and would like the opportunity to have a member of our Customer Service Management Team follow back with you regarding your experience. I apologize for the missed appointments – we understand your time is valuable and you should not have had to be inconvenienced. If possible, would you be able to contact Rebekah Clerk, National Customer Service Manager at customersupport@empiretoday.com or call 888-588-2315 x4195 so we can reach out to you? We take all concerns seriously and would like the opportunity to earn your business. Gina Cielocha, Marketing Communications Manager
crwilliams w
map-marker New York, New York

Never showed for appointment

Empire Carpet is the worst!!!!. I set up an appointment for a Monday and they said they couldn't make it and rescheduled of Wednesday.

Wednesday came and they never called and never showed. I called customer service and the person who was supposed to visit my house lied and said he called my home and my voice mail was full. When I got home I had to messages on my machine, neither from him. He also said he called th secondary # (my Cell) and left a message, another lie I had no message.

All they kept trying to do was give me $50 off of my purchase and reschedule AGAIN. I told them thanks but no thanks I'll take my business to someone who really wants it.

I personally think what they are doing is keep putting people off so it will be too late for them (customer) to take advantage of the deal they have going on. People if you want carpet don't call Empire, you'll never get it.

Empire Today's reply to: Empire Today faux wood blinds - overpriced and poor quality

Ms. Kim, I have read your post regarding your faux wood blinds. I was able to locate your account information in our system and understand that we have followed back with you and reached a mutually agreed upon resolution. Customer satisfaction is extremely important to Empire, and I am happy that we were able to address your concerns. If you need additional assistance, please feel free to contact me directly at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
Debbie K Ouq
map-marker Los Angeles, California

Empire Today faux wood blinds - overpriced and poor quality

I should have done my research here before scheduling an in-home estimate with Empire Today. We needed wood blinds and I figured they were a huge company who seemed to pride themselves on Customer Service.

We needed blinds in our dining room, kitchen and 2 bedrooms. The windows in the bedrooms are split vertically (one window on top of another small window, with a gap of wall in between). Technically 6 windows total, 2 of the (lower) windows being VERY small (approx 50" wide by 24"). The other windows are also fairly small (approx 50" wide x 40")

The estimate for wood blinds was $2500!! We had no choice but to downgrade to faux wood, which still came in at a whopping $1700.

After the installer came, I was shocked at the quality and style of the valances, and upset that the Salesperson did not one mention or show us how they looked. If I had know I would NOT have placed the order. They were large and stuck out of the wall, were crooked and were hanging on plastic hinges.

The worst part is that they are easily removed and/or pulled off of the two lower windows in my children's bedrooms. My 3 year old son already pulled his off so we had to remove them which exposes the ugly brown metal top of the blind.

I called to complain and was promptly called back. The customer service agent, Daisy, seemed to be concerned and helpful. She said she would call the installer and see if there was anything they could do about the valances. Sadly, I never heard from here again.

I wish I could return these blinds or at least be offered a partial refund for the poor quality of valances. These are a very important aspect to the design and look of the blinds.

Empire Today's reply to: Empire Carpet deception and lies

Daryl, I’ve read your post and let me begin by saying, I apologize on behalf of Empire for the inconvenience this may have caused you and that we didn’t meet the level of service that you were expecting. Unfortunately, when it comes to subfloors, it is sometimes difficult to determine the price and the areas that need to be fixed until the existing floor is removed. Empire’s professional installers will evaluate each situation individually and determine the best approach since no two floors are alike. When installing new flooring, it is essential that the floors be prepped properly. I would like to opportunity to further discuss your concerns with you directly. At your convenience, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rekebah Clerk – National Customer Service Manager
Maudie Puw
map-marker Charlotte, North Carolina

Empire Carpet deception and lies

Empire came out and said they could repair my floor after I told them I had someone else coming out to fix it. So, I agreed to have them repair my floor and install carpet as well.

Total $1250. This price included us moving the furniture and taking up the old carpet and laminate flooring. However, when the installers came out they said that fixing the floor would cost an extra $500 cash direct to them. I only needed about 5 pieces of plywood to cover the whole floor, but they said we needed 10 pieces.

I had only three spots to repair but, they wanted to do the entire area. Bull Butter !! I called Empire and canceled my order. Then I hired the other contractor, who said he could do the repair with 2 pieces of plywood for about $350 total.

Wow!! So, stay away from the Empire of Darkness because they will jack their price way up after their initial quote.

Empire Today's reply to: Empire carpets engages lies! Pay for 1 room and the whole house is free $5200 !!!!!!!!!!!

Paul, I apologize for the inconvenience this has caused you. I’ve reviewed your information that we have on file and I understand that we have notified Wells Fargo to cancel the authorization. A member of our Customer Service Team will be following back with you directly to discuss the next steps. If you have any questions in the interim, please feel free to contact me directly at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
paulrose L
map-marker Lansdowne, Pennsylvania

Empire carpets engages lies! Pay for 1 room and the whole house is free $5200 !!!!!!!!!!!

Had a "free" estimate yesterday from Emipre Carpets and Flooring. Empire gave me 12 months interest free then applied for $7200.00 to Wells Fargo and froze the "estimate amount of $5200.00"

When I called Empire to cancel, my the cost was lowered to $4500.00 which I still refused.

Wells Fargo couldn't cancel the application as Empire already frozen $5200.00!

I feel like an utter fool, so much for a free estimate and 'paying for one room and getting the rest of the house free! My credit is at the mercy of Empire and Wells Fargo

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