Empire Today's reply to: Shower Installation

Mr. and Mrs. Dunn, thank you for bringing your concerns regarding the installation or your shower to our attention. I apologize again for any inconvenience this may have caused you. Customer satisfaction is important to Empire and we take feedback from our customers very seriously. It is my understanding that we have discussed and finalized a resolution with you. If you have additional questions, please feel free to email us at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Stephanie D Vtd
map-marker Fort Worth, Texas

Shower Installation

We had 2 showers done 8000 dollars. The installer fell through my ceiling during installation.

Then 4 months later it was leaking water through my ceiling a repair person came out said it was a *** job and would be replaced.

Did not hear from them for 3 months and only when we called them back to see what was going they came and measured for a new shower pan came back 1 month later with the wrong one it has now been 5 more months without a shower and still have not heard from them. I will report this to the BBB and I will not continue to pay for this *** job.

Loss:
$4000
3 comments
Guest

Also if you are interested take a look at some of my other topics about Empire Today. Take a look at the customer feedback and employees best of luck again.

truthaboutempire W

First off I would like to say hello Stepphun it doesnt surprise me that your experience with Empire Today was horrible least to say. I have worked with them on many levels and my advice would be to steer clear of them.

70% of there work is incomplete or *** I wish you best of luck with the BBB lets spread the truth! peace

Guest

Empire Today is currently researching your concerns. We always want to ensure that you have the best possible experience, and a customer care team member will contact you directly within one business day to work toward a resolution. Thank you for sharing your experience with us.

Sincerely,

Consumer Advocate Team

Empire Today, LLC

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Empire Today's reply to: Very inferior carpet

I would like the opportunity to speak with you regarding concerns with your carpet. Customer satisfaction is truly important to Empire, and we want address your concerns. It is not uncommon for new carpet to shed. The main reason for carpet shedding is due to loose fiber left from the milling process. It is recommended that the carpet be vacuumed frequently to eliminate or minimize the shedding. Since we do not have your contact information, if possible, would you please contact us so we can provide you a resolution, please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
superdamascus
map-marker Troutdale, Oregon

Very inferior carpet

I bought empire carpets and was told it was great carpet. It shedds all the time, and already looks worn.

It is not even 2 years old. The carpet on the stairs looks really bad. I will have to soon replace it, and it won't be with empire carpet. It was installed the next day with only one guy that spoke english.

They were in and out very fast. The installers seemed to be nice. The carpet looks so bad on the stairs I have totally covered them with plastic.

If you are looking for carpet , don't call empire. You will be sorry.

Loss:
$1
3 comments
Guest

I bought carpeting and laminate flooring...whole house. What an *** I am.

I can hardly vacume this carpet because it just clogs the hoses. I bought a dyson because I thought it would help. I am scared.

I hate it and I want my money back!!!Its 7 mo. old.

Guest

DO NOT BUY FROM EMPIRE!! They will rip you off.

Ive seen it first hand... There sales that they run on advertisements mean *** (ex.60% OFF, buy 1 get 2 free...) if you are wise you will get several quotes. Most likely you will find a great carpet for a great price through your local mom and pop shop. EMPIRE products are *** and they have a poor selection.

GO TO A SHOW ROOM FOR FLOORs at a mom and pop shop. Much better selection...

-AND DO NOT WORK FOR THEM!! BE prepared to be on call every day from 9am to 9pm. working strange hours.Having a car PACKED with flooring samples all the time.

You have to sell every deal the first time you are in the home otherwise its a 90% chance they wont go with empire because there so expensive. they are very cut throat too and will burn a contractor/sales rep if they have too. for example... If you sell a floor and its for 5k.

and your customer can only come up with 2k to give to empire... They come after YOU(the salesman/contractor) for the remaining balance due. And expect you to keep working for them. did i mention its commission only?

if you don't sell you make nothing. that's right, NOTHING! No benefits. Its only a good job if you are a good lire and have that used car salesmen act going on.

Im honest and that's why I could not stay with the company and decided to tell the truth to YOU the consumer.SPEAK OUT FOR WHAT IS RITE!

I hope you have read this and please write what you think or ask questions if you are even considering working for them. Thanks

Guest

Yes, their carpet is inferior, and compares poorly with other carpet company's products. Note that their salesman arrives and shows only four or five batches of what turns out to be very cheap carpet, although he generally has a carload of samples! I estimate that anything that Empire says is worth $25 a yard is much closer to $10 a yard quality.

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Empire Today's reply to: Billing from ge money bank

I’ve read your post and I apologize that you feel you weren’t provided all the information in regards to the financing of your purchase. I also wanted to follow back and provide you some additional details regarding our financing programs. With approved credit, Empire does offer financing through GE Money and other providers dependent on the region where the customer lives. Our Sales Representatives have the credit applications and will provide them to the customer during the in-home appointment for completion of the credit request; it provides the details on the program. In addition, we also have the information on our website along with our Customer Service Team can also provide support if a customer has questions or needs additional information. Since I’m not able to pull the information on your account, I’m unable to comment on the financing promotion during your in-home appointment. I do apologize once again, if there is anything that I can provide you additional details or answer any questions that you might have, please feel free to give me a call at 888-588-2315 x4195 or you can email me at customersupport@empiretoday.com. Rebekah Clerk, National Customer Service Manager.
Anonymous
map-marker Los Angeles, California

Billing from ge money bank

empire today gives out false information. their sales rep does not enclose that after the year of free interest if the consumer does not pay off the loan by the end of the year they will add the interest to the account..so there is no free interest..then it goes to ge money bank to be billed then to a collection agency to be harassed.

the service is soooo bad and they do not communicate with anyone. do not use this comoany for any products or use their no payments for one year service.

they owe big time. ha

6 comments
Guest

I must say that your complaint is quite ridiculous. Charging interest if not paid off in 1 year is the policy of everyone. If you did not know this it is your fault.

Guest

Empire should be banned as they have terrible carpet and will not hold up wear with just 2 people in the house. I was foolish enough to buy their carpet but I will never buy anything from them again..

Carpet that I bought just 1 year ago will need to be replaced in another year because of the shedding. PLEASE if you read believe me do not buy from them.

truthaboutempire W

In response to "Leisa" thats funny because I know for a fact you must pay the amount within that one year or you would be hit with interest plus some.. So I dotn believe you waiting to pay it off then on January 1st you paid it off and everything was ok lmao...

Empire Today try again. 6-0

Guest

I was told by the rep that if the loan was not paid off w/in one year, interest would be added to the total amt. owing.

The contract also states this well known fact.

I didn't pay a penny until the year was up and paid it off interest free. I thought it was great!

Guest

LOL well that's just common sense, but all in all stay away from them National Floors Direct or Luna are my suggestions. Peace & Gl All

Guest

Hey, how about reading the contract before you sign it.

Wake up America

Terry has spoken :p

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Empire Today's reply to: Defective Carpet Not Replaced

As a member of the Customer Service Management Team, I apologize that you did not receive the level of service you were expecting. Customer satisfaction is truly important to Empire, and we want to address your concerns. We want our customers to be as happy with the overall experience and the service they receive. I would like the opportunity to speak with you regarding the problems with your Empire Carpet. We stand by our products and offer quality, name-brand products from leading manufacturers that are backed by manufacturer product and installation warranties. Our products are available in a wide selection of styles and colors to meet our customers’ needs and lifestyle. If possible, would you be able to contact me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Anonymous
map-marker Englewood, Colorado

Defective Carpet Not Replaced

I had new carpet installed through empire an I was initially pleased. It is now a month later and the carpet is falling apart.

When I contacted the customer service center they were very rude. They tried to blame holes in my carpet on my cats. When I informed them that my cats have lived with me for five years and they never disrupted or old carpet.

I am still dealing with the situation and I will never use empire today again. I urge anyone thinking of using empire to look else where even if you have to spend extra money,

Loss:
$2100
2 comments
Guest

Empire Today is currently researching your concerns. We always want to ensure that you have the best possible experience, and a customer care team member will contact you directly within one business day to work toward a resolution. Thank you for sharing your experience with us.

Sincerely,

Consumer Advocate Team

Empire Today, LLC

Guest

Well here we are :S another bad Empire Today experience. My suggestion is again to steer clear from them.

Only 30% Of the Jobs are installed correctly and the customer is happy....

Peace and GL ALL

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Empire Today's reply to: Bad experience with Empire in Seattle

As a member of the Customer Service Management Team for Empire, I apologize for your experience with the process of your Empire Today window treatment order and the misinformation you were provided during your in-home appointment. We know that making improvements to your home is an important and big decision and our goal is to make it hassle-free and provide you with the highest level of service. I would like to have the opportunity to speak with you so we can follow back and address the situation with the sales representative involved. Customer satisfaction is extremely important to us. I would like if you could contact me so we can provide you a resolution. Please feel free to email us at customersupport@empiretoday.com or call me directly at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Anonymous
map-marker Seattle, Washington

Bad experience with Empire in Seattle

My wife called Empire Today to have blinds installed in our home in Queen Anne, Seattle, before Christmas. A sales guy came to the house, and after showing us samples of what we could put on our windows (and we were told more than once the fabric we chose "was no longer available") and a great deal of our time going over everything, we ordered the blinds.

The next day, the same guy came back to the house; we had to re-order EVERYTHING due to the fact that the catalogue he showed us was "old" and no longer valid! So, the whole process begins yet again...and he leaves. Then, 2 days later, we receive a call that the blinds we ordered for our bedroom "would take a minimum of 3 weeks" and would in fact not be ready by Christmas, and could he come back and have us pick a different fabric yet again!! So, we just cancelled the order for the bedroom.

Later that week, the installers came, and actually did a good job putting up the few blinds we did manage to get. Therefore, we decided to go with the same blinds for the remaining windows in order to insure they would all be up by Christmas. Well, you guessed it; only 3 blinds came in, and the remainder would NOT be ready by Christmas, and in fact, someone from Empire Today forgot to put the order in!

No compensation offered for very expensive blinds that I would never order from Empire Today ever again.

1 comment
Guest

Hey its good to hear the consumers finally saying this, do not do business with Empire Today!

Only 30.... Yes 30% of the jobs are installed correctly and the customer is happy..

And just the last "side note" - I was thinking the other day about Empire Today and how money can corrupt a good business it's a shame. Steer Clear Peace & Gl All

Empire Today's reply to: Worst Customer Service on the Planet - avoid at all costs

As a member of the Customer Service Management Team for Empire I apologize for the inconvenience that this may have caused you; the situation you described isn't how we handle our scheduled appointments. Customer satisfaction is extremely important to us. Since we don't have any retail stores, our in-home appointments are the only way for us to show consumers our products and world-class service. We know our customers are very busy and we take the appointments very seriously. I would like to have the opportunity to speak with you so we can follow back and address the situation with the representatives involved. If possible, I would like if you could contact a member of our team to discuss your concerns so we can provide you a resolution, please feel free to email us at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. - Rebekah Clerk, National Customer Service Manager
Labria Kiw
map-marker Oakland, California

Worst Customer Service on the Planet - avoid at all costs

We called Empire one month ago, asking for a 9-11 appointment on a Saturday. No one showed.

We called again for a 9-11 appointment, we got a call at 11 saying they'll be 45 minutes late. We cancelled. The manager called me to apologize and promised a 15% discount and future on time appointment. We scheduled a future appointment - again, no one showed.

I guess they don't want my money.

A huge waste of time, effort and energy. There are plenty of other companies out there who deserve your business - please don't give it to Empire.

2 comments
Guest

Seriously people get a life. Stop complaining about things u can change. If u don't like a commerical change the channel.

Guest

I sent an e-mail requesting prices and never even had the courtesy of a reply. Lucky for me as I found a great place locally who did a fantastic job on all my laminate flooring. I can't stand whoever does there commercials...he sounds like a shady character.

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Empire Today's reply to: Empire Carpets BAD installation and BAD customer service!!

As the National Customer Service Manager, it is very important that our customers are satisfied with the service and products that they receive. I apologize that they products that you purchased didn’t meet your expectations. We do offer product manufacturer warranties and we stand behind our installation with a one year warranty. I would like the opportunity to discuss your concerns with you and determine a mutually agreed resolution. Please feel free to give me a call at 888-588-2315 x4195 or you can email me at customersupport@empiretoday.com. Rebekah Clerk, National Customer Service Manager.
mettec
map-marker Belton, Missouri

Empire Carpets BAD installation and BAD customer service!!

We called Empire CaArpets anxious to see what the have. We also liked the ida of them coming to you , being able to look at all the smaples at home in your own lighting was great!

It didn't take long after the carpet was installed to start looking bad, the fibers were already laying down and it just didn't feel like it should! After a water problem and the edge of the carpet had to be pulled back we discovered that the pad was so bad that it just tore so easily, also the don't lay the pad all the way to the edge we discovered that in some places it was a few feet or more from the edge. BAD QUALITY CARPET AND HORRIBLE CUTOMERS SERVICE!!!!

OUR CARPET WAS JUST OVER 1 YEAR OLD THEY WOULD DO NOTHING!!!! BEWARE OF EMPIRE CARPETS!!!!!

Loss:
$2
1 comment
Guest

DO NOT BUY FROM EMPIRE!! They will rip you off.

Ive seen it first hand... There sales that they run on advertisements mean *** (ex.60% OFF, buy 1 get 2 free...) if you are wise you will get several quotes. Most likely you will find a great carpet for a great price through your local mom and pop shop. EMPIRE products are *** and they have a poor selection.

GO TO A SHOW ROOM FOR FLOORs at a mom and pop shop. Much better selection...

-AND DO NOT WORK FOR THEM!! BE prepared to be on call every day from 9am to 9pm. working strange hours.Having a car PACKED with flooring samples all the time.

You have to sell every deal the first time you are in the home otherwise its a 90% chance they wont go with empire because there so expensive. they are very cut throat too and will burn a contractor/sales rep if they have too. for example... If you sell a floor and its for 5k.

and your customer can only come up with 2k to give to empire... They come after YOU(the salesman/contractor) for the remaining balance due. And expect you to keep working for them. did i mention its commission only?

if you don't sell you make nothing. that's right, NOTHING! No benefits. Its only a good job if you are a good lire and have that used car salesmen act going on.

Im honest and that's why I could not stay with the company and decided to tell the truth to YOU the consumer.SPEAK OUT FOR WHAT IS RITE!

I hope you have read this and please write what you think or ask questions if you are even considering working for them. Thanks

Empire Today's reply to: Not satisfied with the laminate flooring

I've read your information that was posted and your concerns with you laminate flooring. I was also able to locate you in our system. It appears that we have reached a resolution on your concern however; we are experiencing issues in reaching you. Please feel free to contact me directly at customersupport@empiretoday.com or via phone at 888-588-2315 x4195 so I can finalize the details on the repair. Rebekah Clerk, National Customer Service Manager.
Diana S Hgy
map-marker Anoka, Minnesota

Not satisfied with the laminate flooring

Not satisfied with the laminate flooring.The Laminate flooring is opening or separating in certain areas.Certain area where nails were nailed into also has split or cracked the wood of the siding.I previously called to schedule service and had left several messages and no returned call has been received. I would like for someone to come out to my address where installation took place to repair the flooring or replace it. My address where installation took place is 3241 North Boudinot Street, Philadelphia Pennsylvania 19134.My contact cell phone number is (267)591-**** after 3pm or by e-mail at lulie32175@***.ca I am alway home during the day so someone can come out any day.

Empire Today's reply to: Do Not Buy American Dream Laminate Flooring From Empire, LLC

As a member of the Customer Service Management Team, it is important for me to understand your concerns and also work with you on a resolution. I would like the opportunity to speak with you regarding your concerns with the laminate flooring. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers' lifestyles. Our sales representatives work with each customer during their in-home appointment to select the right product to meet their needs. All of our products are backed by manufacturer and installation warranties. If there are any issues that arise with the quality of the product or the installation, we will work with the customer on identifying the concern and assisting in providing a resolution. If there are concerns that are brought to our attention, we sometimes provide an outside certified inspection company in to review the area(s) in question. Once the inspection and results are completed and depending on the outcome of the results, we can determine if it was a service or product related issue. If this is identified, Empire will address and fix the concern. Sometimes, however, issues arise that are not related to our product or installation. If that occurs, we will review the information with the customers and sometimes discuss options for assisting in fixing the problem. If possible, would you be able to contact me at your earliest convenience, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Marcie R Nym
map-marker Annapolis, Maryland

Do Not Buy American Dream Laminate Flooring From Empire, LLC

This is an inferior floor that will get damage with regular cleaning and then Empire will blame the consumer. Not to mention the damage done when liquid is spilled, even when cleaned up right away. If the liquid gets between the joints the floor will get damaged. Don't believe the claim that the floor is scratch resistant either. If you are looking at this type of flooring, please read my story below:

We had Empire install American Dream, Cherry Double Plank by QuickStep on 7/31/08. Our salesman, Jim, said he also had the same floor (but different color) and even though he had dogs and kids that the floor looked the same as it did the day it was installed. I had ruined the existing laminate flooring in the house by using the steam cleaner on it. It never warped but dulled the finish. The previous owners had 3 dogs and the floors didn't show any scratching. We replaced the flooring in the sunroom, kitchen, dining room, laundry room and half bath. Jim said the American Dream is scratch resistant but this floor is not scratch resistant and not water resistant as he also claimed. Each location shows scratching and warping. We originally called this company out because I wanted wood flooring to replace the already existing laminate flooring. Jim said the American Dream brand was soaked in water for at least 5 days and showed no signs of warping or any other damage. Liquid gets in between crevices and product warps right after any liquid is cleaned up right away! He also stated he has this brand in his own home and has big dogs, claiming the floor stands up to dog nails. Not only does it not stand up to dog nails, but it can't even stand up to dust under such things as laundry baskets and garbage cans.

In February the local Empire branch had their inspector come out and the result was a report of "normal wear and tear." A man named Virgil called and we were told that we could have a discount to replace the laundry room floor, which at the time had the worst scratching from laundry baskets. We did not take the offer. Since then the floor in the laundry room has also warped due to moisture from the dryer. The flooring doesn't even stand up to moisture from household humidity. We decided to initially do nothing and accept that we had bought a substandard product.

However, by August 2009 we had changed our mind about doing nothing. More scratching and more swelling had occurred and we have never seen such "wear and tear" on a flooring product. Calling the company didn't produce anything. On two seperate occasions they said they would send an independent inspector out but no one ever came out.

We filed a BBB complaint and came to no resolution. Through this process we did get an independent inspector to come out on December 3rd and we had over 40 spots on the floor marked where the swelling has occurred. We question the independent title since Empire contacted them and they even submitted the report through Empire. The inspector came to the conclusion that the "joint swelling results from topical moisture penetration of the joint causing the core to swell." According to a letter we received two days ago from Empire the local cause is due to "over wetting during cleaning" and they consider our complaint closed.

According to another consumer complaint Empire came back out and installed a floor that would "resist topical moisture". According to that consumer it was not QuickStep. They also sealed the "underneath flooring so there would be no more damage to the joints from moisture."

Not only are they not acknowledging a similar complaint, they are blaming us for the damage to their inferior floor that cannot even withstand cleaning, much less normal household use by a family of four!!! We were told by the salesman how to clean the laminate and not to use the steamer. He told us he cleans his American Dream floor with a mixture of water and vinegar and a flat cloth mop. Now I am being told that the swelling is caused by how I clean this floor. Again, the salesman also told us that the American Dream was soaked in water for 5 days and there was no damage to the flooring. I find damage occurs to this floor when my child spills milk at dinner and it is cleaned up immediately. This company has lied to us and now is blaming us for damage to this floor. Their independent inspector has shown that this floor cannot even withstand cleaning. This is unacceptable. I will be filing a dispute report with GE Money on the balance of this laminate floor.

The next step with BBB is arbitration. My husband and I are afraid that the arbitrator will also be in Empire's back pocket. But this will have to be a risk we need to take.

Loss:
$8100
1 comment
Guest

I agree totally...do not purchase "American Dream" laminate flooring and do not purchase from Empire! It is a nightmare.

Everything stated here is exactly what I have been through and been told. You look at the floor and it swells!

They placed it in a Kitchen and Bath and it cannot withstand even dripping water...floor surface looks terrible and it started within weeks. My flooring is now not quite two years old and it is an embarrassment!I think we should get everyone together and file a class action suit!

Empire Today's reply to: Scheduled an appointment twice and Empire was a no show.

I’ve reviewed your post and it deeply concerns me that we didn’t meet your expectations the first time but then missed a second time when we committed to being there for your appointment. I do apologize on behalf of the organization. Since we don’t have any stores, our in-home appointments are very important to us. Our goal is to make the entire process convenient and ensure you’re satisfied not only with the service but also with our products. Based on the information provided in the post, I’m not able to review your account. I would really like the opportunity to discuss the information that you’ve provided and gather some additional details. If possible and at your convenience, please feel free to give me a call at 888-588-2315 x4195 or you can email me at customersupport@empiretoday.com. Rebekah Clerk, National Customer Service Manager.
lrayleen L
map-marker Los Angeles, California

Scheduled an appointment twice and Empire was a no show.

I scheduled an appointment to get an estimate for wood laminate flooring. Empire scheduled me between 3:00-6:00pm. I waited until 8:00pm and they never showed up. I submitted an email to Empire web site stating my disappointment with their service.

I received a call the very next morning from a supervisor. She was very apologetic and explained the there was some confusion with the scheduling. She told me if I would give Empire another chance they would show me that they are professionals. She would also give me a discount. So I agreed to schedule another appointment. She scheduled me for this Friday between the hours of 6:00-8:00 pm.

I rushed home after work and waited until 8:15 and no one called me to say that they were unable to meet me. They were again a no show. I will not recommend Empire to anyone.

Empire Today's reply to: Empire Carpet

Our Sales Representatives during the in-home estimate will work with each customer on understanding their needs and expectations. Empire provides a fully installed estimate during the time of the appointment. Depending on the products selected, the room's square footage and other costs depending on the customers needs for the projects, pricing can vary. We also offer a Low Price Guarantee in which we'll beat any competitive offer. We stand behind our service and products; however, if a customer finds a better quote and has met the criteria for our Low Price Guarantee Program, we will honor the quote. I would really like the opportunity to speak with you regarding your appointment and review the estimate that you were presented. Once I have some additional details, the information can be located in our system. Rebekah Clerk, National Customer Service Manager - customersupport@empiretoday.com or via phone at 888-588-2315 x4195.
Rob P Xmx
map-marker Los Angeles, California

Empire Carpet

Seems like a good company but triple, triple the quotes we got elsewhere. The sales guy said he was giving the family discount only if we booked right away.

Says he understood our situation. Not sure what he was talking about at all, just standard sales tactics. For instance just before he completed the quote he talked about another job that was triple and he would not charge us that much as though we were best friends.

Stinks that they spend almost three hours of your time to give you a quote that is outrageous. They are good if you want to pay the most and get the work done the next day.

Empire Today's reply to: Empire did horrible job on my stairs

I’ve reviewed the information that you posted and I apologize that we didn’t meet your expectations with the installation on your stairs. Our installers are qualified independent contractors – our focus is to ensure that you receive a professional installation that not only meets but exceeds your expectations. As a member of the Customer Service Management Team, I would like the opportunity to review and address your concerns. Ultimately, my goal is that we can work on a mutually agreed resolution. Based on the information provided in the post, I’m not able to review your account. If possible and at your convenience, please feel free to give me a call at 888-588-2315 x4195 or you can email me at customersupport@empiretoday.com. Rebekah Clerk, National Customer Service Manager.
shalpro
map-marker Baltimore, Maryland

Empire did horrible job on my stairs

In 2/2009 I had purchased carpet from Empire & had it installed. Three installers showed up with only one that spoke or understood English.

That one left to do another job and left two installers that were unable to communicate with us. I complained about the job on the sides of my stairs, which went without attention due to them not understanding my concerns. I called and Empire had a supervisor come out who hot-glued the pieces together. It looked like a pre-school did a project on my steps.

I complained to corporate and asked they send a new person trained to do this. They sent the original installer who did not move the pile as he installed it so you can see each nail. I complained again. They had an inspector come out in November 2009 who reported a poor quality of work.

He promised Empire would send new people out who are trained to do the job correctly. On 12/2/09 they sent the supervisor who hot-glued my carpet. I did not let him in and called to complain. Empire promised to send the inspector out who is qualified and experienced in this type of installation.

On 12/9/09 they sent 3 installers who were not the inspector. I did not let them in and have spent over 40 minutes on the phone attempting to reach a supervisor. I strongly recommend checking references of the company before you sign on the dotted line. This was my first time buying carpet and it has been a horrible experience.

I would rather my carpet look like a crime scene then pay money to be mis-treated by a company.

5 comments
Guest

To the Empire Consumer Advocate Team: I do appreciate your offer and wish it would have come during the time my issue was happening. Due to poor communication, lack of care by corporate, and poor quality of work; my job took a year to complete.

Had Empire been responsive to my customer needs as they were happening, then I never would have posted this blog. It's funny that I had a faster response on a blog than by using the company contact numbers.

Guest

My "side note" : If you are thinking about getting a "free estimate" and you have read these post, dont be foolish and still deal with them.

If you have time take a look at my other post about Empire Today.. Peace & GL All

Guest

"The problem is they like other companies hire people for cheap wages that cant speak english and train then for two weeks and claim they are professional installers.."

There it is ^ my friends, Steer Clear Of Empire Today!

Guest

I agree with your comment. My youngest speaks Spanish very well, but he was not home at the time.

Much of my issue could have been avoided if there was not a breakdown in communication. This past week, the inspector came and repaired the steps.

They look great - it just took a year to get that resolved. My time in resolving this issue was well over 48 hours, which is way too much (in my opinion).

Guest

Wow..i'm glad i checked in here before callin empire to install new carpets in my bedrooms..I almost called them for an estimate..The problem is they like other companies hire people for cheap wages that cant speak english and train then for two weeks and claim they are professional installers..same thing with large painting firms with no english speaking painters..after all someone working in your home for 7.50 an hour wont do a good job

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Empire Today's reply to: EMPIRE CARPET Overpriced/Low Quality Carpet

As a member of the Customer Service Management Team for Empire, I am sorry we weren’t able to meet your expectations during your in-home appointment. Customer satisfaction is extremely important to us. I apologize for the inconvenience that you missed appointment may have caused you; the situation you described isn’t how we handle our scheduled installation appointments. We know our customers are very busy and we take the appointments very seriously. I would like to have the opportunity to speak with you so we can follow back and address the situation with the sales representative involved. Empire works with leading manufacturers and carries a wide assortment of quality products and styles to meet the needs of our customers’ lifestyles. We will work with each customer during their in-home appointment to select the right products to meet their needs. All our products are backed by manufacturer product and installation warranties Keep in mind, there are many factors that determine our fully installed price estimate such as the products selected, padding, if the products are on special or promotion, square footage of the area, moving of furniture, etc. Based on your post, I understand that you were able to find product at a lower price. I wanted to make you aware that Empire does offer a Low Price Guarantee – we’ll beat any competitive offer, guaranteed if the conditions for the program are met. Since we do not have your contact information, if possible, would you please contact us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Anonymous
map-marker New York, New York

EMPIRE CARPET Overpriced/Low Quality Carpet

I just bought a house and I wanted to get quotes from 3 different places before I made a decision. The first 2 places were both local "mom and pop" type carpet stores. One was $3500, which seemed too high, and the second one told me $2350. I decided to get the last quote from Empire, since they always say "60% off" and that they match any price.

The whole experience was a disaster. They said they'd be there between 11am and 1pm, and no-show by 1:30---I was annoyed. Called the 800# and they said the Sales Rep came at 11:00am and no one let them in. Hello??? How about calling the 2 contact numbers that I provided? So that was a waste of 3 hours waiting for nothing. I rescheduled to have them come back at 6pm.

The sales rep had 3 samples, which he referred to as good, better and best. Well, even his best one was still a lousy quality. It was worse than the cheapest stuff at the local place! Also, he would not give a price "per square yard" which is how carpet is priced and measured everywhere else. I kept pressing for it, and he would only say "Empire believes in giving one price for the whole job. This includes tack strips, padding, labor, tax, etc. and the price won't change." Well, that's great, but why can't you break it down and tell me the price of each individual part of the job? Anyway...in the end, he quoted $4500 for the job, and that wasn't even the nicest carpet. SO OVERPRICED!! That's almost twice as much as the place I ended up using. Don't use them! He probably didn't know I already had other quotes, he kept saying how Empire was SO much lower priced than everywhere else. You could also tell just by touching that the carpet was poor quality. Not enough color choices either. No way!

Loss:
$4500
3 comments
Rob P Xmx

Shows how advertising gets in ones head. The push their BBB A rating a little too much, I wonder how they got it.

Guest

Wow man I wish everyone would do there homework on this company and stop throwing your money away..

Guest

The law states that carpet must now be priced by the square foot.

You are not a very well educated consumer.

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Empire Today's reply to: Empire Carpet Poor Service

As a member of our Customer Service Management Team, I apologize for the service that you received during your installation. It is our goal to ensure that customers are satisfied with every step of the Empire process. We know that making improvements to you home is an important and big decision; our goal is to make it hassle-free and provide you with the highest level of service. Prior to our installation teams leaving the customers home, a review of the product installation should have occurred; this gives the customer an opportunity to see the new product, the installation quality, identify if there are any issues or questions and then provide the customer with information on how to reach us in the future along with the information on accessing the product and service warranties. We work with each and every customer is there is any concerns that arises of if by chance any damage occurs. I would like the opportunity to speak with you about your installation and service; as a member of Empire and the Customer Service Team I truly want to ensure you are satisfied with your products and installation. Since I don't have contact information to reach you, if you are interested in discussing your concerns, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. I do look forward to hearing from you.
rainson
map-marker Milwaukee, Wisconsin

Empire Carpet Poor Service

Just had carpet installed from Empire and it has been a terrible experience. The first installation crew was less than professional and only one guy spoke broken English. They damaged a heat vent by severely bending it in with their stretcher and then claimed it was like that when they got there. They tried bending it back and anyone knows bent metal cannot be returned to its original smooth finish. It will have to be replaced

The upper hallway was pieced together in three pieces which I was never told would be done. They cut the carpet around the mantel when I specifically asked that it be placed underneath it. There was a gap between the carpet and the mantel. They left a mess in the hallway and never put the furniture back as I was promised. I thought they were taking their tools out to the truck and were coming back in to move the furniture but they just left.

I had a second crew here yesterday to fix the carpet where there was a gap by the mantel. The customer service rep told me they would replace the whole strip since that is where the seam is and they would only need a strip 4' x 20' and it was from the same roll so it would match. When the crew got here they said they couldn't guarantee the color would match and that the seam may not meld well since the carpet had been in place for 3 days. I told him it really hadn't been walked on in that area and he said it didn't matter. I didn't want to take the chance that the color wouldn't match so they stretched the carpet by the mantel to eliminate the gap. The carpet does look better, however the guy took several gouges out of the oak mantel with the tool he used to tuck the carpet edges back under the trim and the mantel. I called customer service and now they need to send someone out to repair the mantel.

The second crew knew nothing about the carpet in the hallway being replaced so after talking with customer service again yesterday I am now waiting today for yet a third crew to arrive and replace the piecemeal job in the hallway. The customer service rep guaranteed that I would be the first appointment of the day and it is 11:00 and they haven't arrived. I called the general customer service number to find out where they are. After being on hold she told me that the driver left his phone at home and she couldn't get in contact with him (how did she know he left his phone at home if he didn't have a phone to let her know that?). I am tempted if/when they show up to tell them to just go away as I am worried what they might damaged today.

I think it is ridiculous it has taken 3 appointments and things still may not be right. In addition I have to schedule to have a furniture repair company come out to fix the mantel. I would recommend anyone considering new carpet stay away from Empire unless you have a ton of free time to sit around waiting for them to keep coming back, trying to get it right. Needless to say, I will never use Empire again.

1 comment
Guest

We were paying cash for carpeting and when they got there to install it we asked to see the carpet so we could check out the color and quality. We were told that we couldnt see the carpet until we paid them in full.

We werent even asking for them to take it off the truck we just wanted to see it. Never again.

Empire Today's reply to: Terrible Service from Empire

I would like to apologize for the lack of service you received during your installation. As a member of Empire’s customer service management team, I would like the opportunity to speak with you and work toward a resolution. Empire’s main goal is customer satisfaction and we want to be sure you are happy not only with your product but the entire Empire experience. We do provide professional installers for all of our jobs. I would like to follow back with the crew who performed your installation to address the situation. Please email me at customersupport@empiretoday.com or call me directly at 888-588-2315, ext. 4195. Thank you for bringing this to our attention. Rebekah Clerk, National Customer Service Manager
Anonymous
map-marker Norwalk, Iowa

Terrible Service from Empire

We had carpeting installed in our living room yesterday. The employees could hardly comminicate in english.

They damaged a heat vent by pushing their strecher up against it and bending it inward and then claimed it was like that when they came. They also cut the carpeting around the fire place mantel when I specifically requested it go underneath the mantel. I was mad and didn't sign off on the work and they would not leave a copy of the invoice for me.

They left a mess in the foyer and didn't put the furniture back before leaving as I was promised. I would never use them again!

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