Carpet and Flooring Reviews - Empire Today
A leading provider of installed home improvements and home furnishings for over 50 years in over 45 major metropolitan areas across the United States. Empire Today Customer Service Team is there to assist every customer - they want to hear when customers are happy and they want to hear if there are any concerns that need to be addressed. Prior to posting on this site, please contact a member of their Customer Service Team directly first, they can be reached by calling 800-588-2300 or by emailing customersupport @ empiretoday.com. The company is a Shop-At-Home retailer offering quality, name-brand Carpet, Flooring and Window Treatments, fully installed pricing, a Low Price Guarantee, Professional Next Day Installation on many of its products and Financing With Approved Credit. Each purchase comes with an Installation Warranty along with a Manufacturer Product Warranty.
Latest review first
Empire Today in Washington, District Of Columbia - Repairing Wood Floors
I am very displeased with Empire Today. First of all, the installers were sent out twice with incorrect material to complete the job. Secondly, the installers didn't speak english at all. If you are sending people to a clients home, always make sure that they are able to communicate with the clients. This is very important. Also, as a company that's been in business for this long, you should definitely except personal checks. People don't necessarily walk around with money orders, cashiers checks or other forms of payment. FYI - Please don't ask customers to pay for a job which haven't been completed. Very unprofessional. I've been a client with Empire Today since 2006 and this will be last time using them.
Empire Today in Tampa, Florida - Empire did not honor 10 year warranty.
Empire installed berber carpet in 2 rooms. After 6 mos it started to show wear,had someone come out and said nothing wrong , although it obviously showed wear near the entrance and under desk area. Last time I vacuumed it pulled a long row of yarn out of the carpet leaving a deep ridge near the entrance of the master bath,.Very disgusted with the warranty of their product. Would not recommend to anyone , they are the worst company we have ever dealt with. Their advertisements are totally misleading and their customer service sucks! We are very much dissatisfied customer !!!!.
Empire Today in Greer, South Carolina - Empire Carpet - Hit Mail Box and Ran!
I am very disappointed with Empire. The Rep came to our home 2 weeks ago for a consultation. As she left she backed up into our mail box. She called me an hour later to let us know. She said she would 'send out a handyman' the following week. My husband was furious and of course had to fix the mail box himself. We spend about $50 on material plus my husbands' time. I called corporate and they informed me that we would receive reimbursement for the damages. I tried to contact the District Manager 'Jeremy' and Jeanette the 'office manager' at the Greenville office was rather rude when I explained our situation and why I needed to speak with the manager. She promised that she would pass on my information and that 'Jeremy' the manager would call me back and ensure a reimbursement. I have not received 1 call or email to resolve this, much less a reimbursement check!!! Empire carpet is shameful! #1 they are very 'backwards' in their quoting and pricing (everything is down by paper and pen (cavemen style) .... you ever hear of supplying your reps with a lap top and even using a simple template formula in an Excel file????? So that they don't have to take up an entire evening of peoples time?! #2 Not resolving a customer complaint and issue like a 'hit mail box' is just horrible business practice. #3 I put down a deposit of $200 to hold the pricing should other vendors come in competitively - but after this incident I cancelled my order the next day, Friday and OH MY OH MY they gave me the 'run around' to get my refund. Then by Monday I had not recieved a cancellation email confirmation so I called in and just as I called I received an email Confirming installation!!! I was furious and the rep on the line advised that 'someone' by some strange name had called in and re-activated the order. REALLY!!!?????
Empire Today in Newnan, Georgia - Will not back warranty
I had Empire installed carper in my house alittle over 3 years ago. I was told about the warranty BUT never thought i would have to use it. We are now having worn spots, black spots, threads coming thru the carpet, and raveling in different spots. When i called Empire to discuss the problems they took 10 day to send someone out to look at these problems and then 4 more days to tell me basically they would not be doing anything. Just to continue having my carpets cleaned professional. The inspector that came out only took about 10 pictures and did not take any notes. The blamed SHAW Carpets but when i called SHAW they had never heard of my case.
Empire Today- WARNING! - Do not use!
Save yourself the aggravation and move on! We contacted Empire and the salesman "David B." gave us a quote on a 64 sq ft. bathroom tile floor. He took some measurements and handed us a quote for $1884.00. When we asked him to break down the price he said he couldn't do that. He suggested changing the pattern from diamond to square, and then he reduced the price by half!!! How do you remove 2 boxes of product and get 50% off?? The house is 10 years old and the subfloor and cement board are very solid. The sub-contrator installers showed up the next day, and started chipping at the tile. He assessed the job and told us he was only getting $300 for this job and was not worth it!!! After partly destroying our floor he cancelled on the spot, saying it couldn't be done without damage to the toilet and subfloor. We disagreed, had a contract to do the floor, and called customer service. With no help the installer left. We called our salesman David for some advice and help us navigate through customer service, he said quote " I am just the salesman" and said he would call us right back. This is 2 days later and he never even attempted to call. After losing a full day at work for the installation and countless calls to automated customer service lines, a regional manager agreed to come out and look at the job "first thing tomorrow morning" to see if it could be done. We had to call to find "Orlando" at his office and finally just cancelled the job. This company has no ethics and will leave you feeling very frustrated. I am happy we cancelled the job and saved ourselves any further problems.
Empire Today in Louisville, Kentucky - Never showed up for confirmed appointment
We scheduled appointment for a sales rep to come to our home for an estimate and received confirmation with the appointment window. Changed plans for dinner. Delayed making dinner at home due to appointment. Hung around the house when we could have been carpet shopping waiting for this person to show up. Rep never showed up. No phone call, no email from either the rep or Empire Today. Nothing. We will be going to Home Depot, where we have shopped before. At least they show up for scheduled appointments, have good product at a decent price. We can spend our money anywhere and it will NOT be with Empire.
Empire Today - Botched Install and Customer Service will not Help!
At first we were very happy with our new laminate flooring, with both the quality of the wood and the install was quick and relatively painless. However, as time wore on, we started noticing the laminate loosening up in the middle of the room. After about a year, it started buckling, and over the last six months has buckled up over 4 inches off the floor to the point of breaking at the seams. Repeated calls to Empire Today customer service has led no where. They've promised to come look at it, but never show up. Corporate always has to defer to the local office where we find a black hole. Calls to the local office always transfer to corporate. We finally got a general manager on the line to tell us it's not thier problem anymore because it's beyond the 1 year installation performance period. I said okay, but I still need it fixed even if I must pay for it! Manager promised a call-back, and guess what... I have not heard from Empire since. I've now had multiple other flooring companies out, and they all claim it was a botched install because the Empire Today installers did not leave any expansion room. They cut the laminate all the way up to the baseboards, and now that it's expanding some, it's causing the buckling in the least point of resistance, which is in the middle of the room where there is no furniture. Now I'm having to pay ~$3,000 for another installer to pull it all back up and relay the laminate, and it's not Empire Today since they will not stand by thier poor craftsmanship.
Empire Today-- King of Bait and Switch!
If you want to see how to truly execute a bait and switch, hire Empire Today. They run an ad on TV every 20 minutes saying that if you buy 2 rooms you get the rest of the house free. I got 2 basement rooms done (~$8,000) and was hoping to get the porch added on. The sales guy initially said ignore the TV ad, it is just a way to get business in the door and that they don't honor it. That didn't sit right with me for a few days so I called Empire Today to cancel my order. I talked to a guy named Mark Gomez who said yes they do honor their ads and he would be more than happy to do the porch for free if I went ahead with the $8,000 order but it would be a couple weeks before the carpet was in. I was scheduled to get the carpet on Wednesday. They showed up with a bill for $850. I said that wasn't the deal. They said they had to check with the supervisor but he was in training (bait and switch training, I presume). They were then suppose to come today but held firm that I would owe $850. I called customer service again. Mark Gomez never worked there. The extension he gave me was bogus. They basically just told me I am out of luck. A+ on bait and switch execution-- bravo
Empire Today in Ridgecrest, California - Faulty product, incompetent installers
Empire Today and Ms. Woods should not have a BBB A+ rating, as they have not been able to correctly install a laminate floor in my family room since June, 2010. The floor was partially replaced twice and totally 3 times, and it still is not right. In addition, workers damaged my walls and chipped the brick on my hearth. The floor is still not level, and the boards gapping and buckling. It needs replacement again, and I want my money back and repairs done. Still fighting with them. Don't hire this company, they promise things they cannot deliver.
Empire Today in Newark, New Jersey - Never showed up for estimate
I called for an estimate, they made an appointment for me. I waited around all day, then they called and said they couldn't make it that day. I rescheduled and then the guy NEVER showed up. I took off work to wait for this guy. I called to find out where he was, I thought maybe he was running late. They told me the guy who was supposted to do my estimate was OFF that day and I had to reschedule the estimate. I took off work! I was mad!! I told them NO, I can't reschedule again!! -- I wouldn't use them!!!!
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