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Empire Today's reply to:

Empire Today in Saint Louis, Missouri - Empire Carpet not standing behind carpet

Charlene, we're truly sorry for the issues you and your husband have experienced with your product. We want every customer to be happy with their project and we'll work with any customer that isn't satisfied. It's my understanding that an outside inspection was scheduled for your home. As soon as we obtain the results of the inspection, we'll follow back with you so we can continue working on a resolution together. However, if you have any questions or concerns before this time, please feel free to call us directly at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#256447 Review #256447 is a subjective opinion of poster.

Empire is not standing behind the carpeting installed in four rooms and hallway on September 8, 2010. The traffic areas in the living-room and hallway are already severely matted!

The general manager (GM) resolution (after much going back and forth)is to replace the living room and hallway carpet but not the bedrooms. The hallway butts up to two bedrooms. The carpet laid is no longer available. I want the bedroom carpeting replaced as well.

The GM feels he is performing a "Customer Courtesy" by replacing the living-room and hallway carpet.

I was going to contact local TV channel 5 before I saw this site. I want to be fair and be treated fairly!

Empire Today's reply to:

Empire Today Installers Steal - Watch Out!

Megan, we're truly sorry for what happened. The situation and behavior you've described that occurred during your installation are not in line with the service we expect for our customers. It's my understanding we did speak with you today and have begun working on a resolution together. As well, we've followed back with the local market and are addressing the issues with the installers involved. We look forward to resolving this with you. If you have any other questions or concerns during this time, please feel free to call us at any time at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#256323 Review #256323 is a subjective opinion of poster.

First of all - why can't I get a written estimate. The in home salesperson told me that the tile was going to be cheaper than vinyl.

What?? Little did he know that I had already had the room that he was pricing, priced by Empire about 6 months prior. I knew what the vinyl floor would cost. He wrote up an estimate for the tile totaling about $2500.

I said that is much more than vinyl. He said well let me see what I can do.... He brought the price down to $1700. I knew the vinyl cost about $600 but I let him continue with the lie he had already started.

After I told him that I knew the price, he seemed a bit mad but went out to his car to get the samples. Then he didn't even write a detailed estimate just said it will be $615. A lot different than $1700. That was the first bad experience.

Next came the installation. I had the flooring installed by Empire Today and after the installer left I noticed that my copper piping from a vanity sink that was removed for the installation by my husband also walked out the door with installer. The installer showed up with 2 other hispanic men who left him to complete the job by himself. That was fine with the exception of the theft.

The problem occurred when a 2.5 hour job turned into a 6 hour job!! His co-workers (friends) never came back to pick him up. Awkward!! They finally came and he left his trash on my porch included his turpentine soaked rag.

Glad someone didn't walk by and flick a cigarette.

Called and filed a complaint about the theft. Will let you know what happens!!

Empire Today's reply to:

Empire Today in Austin, Texas - Empire-Lies and blames everyone else but themselves!

Japheth, we've read the details in your post and are sorry for the problems you've had with your product. I realize we've tried to rectify the situation with you this past year, but if you're still unhappy, we want to continue to work with you on a resolution. Your satisfaction is very important to us and we want you to be comfortable in your home. We've been able to locate your account information and we'll have someone from the local market reach out to you soon. However, if you would like us to answer any questions or concerns before then, please feel free to email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#255788 Review #255788 is a subjective opinion of poster.
Loss
$4600

So i had purchase a house with 15 year old carpet that was teal and never purchased carpet before in my life. After getting settled in, I contacted empire to take a look at their options, pricing, etc. They were having their infamous 70% sale around september every year. The price seemed good and had good financing. We purchased a carpet that was suppose to be "high traffic" carpet and with a great warranty.

First problem, after having it installed, they actually completely forgot the closet at the front door! Door was wide open and they still missed it. I had to make them come back to have it done.

2nd problem, all of their installers barely speak english and are very rough with all your furniture. They leave the door hanging wide open the entire time they were their even though I kept closing it. They would just open it back up and leave it that way. Needless to say, it was very hot in the house and completely infested with flies and bugs in the house. Plus I to leave my dog locked up all day because they refused to leave the door closed.

Next problem: 2 months after I puchased the "high traffic" carpet, it was completely matted down in the high traffic area. Mind you, it isnt really high traffic because only two people live here and we dont even walk in the house with our shoes on. I vacuumed frequently. On top of that, I had seams showing. I contacted customer service and they recommended a carpet rake to fix it. I attempted to find one at a local hardware store, but all hardware stores said they dont carry it because most new carpets dont need that to be done anymore. I contacted customer service again and they scheduled to have their inspector come look at it. Even the inspector said the type of carpet does not need to be raked at all and doesnt understand why they said that.

A few days later, I get a call and they said I wasnt vacuuming enough and the vacuum I had wasnt "full size vacuum" and that is the reason why it was happening. After researching their warranty and care tips on their site, it said it needs to be vacuumed once a week per person in the house, but nothing stated anything about a full size vacuuming. I got them to send me vacuum allowance of $250. I decided to spend extra and bought the new dyson ball vacuum.

After 2 months of using this new vacuum, it was still getting worse. I contacted them again and had the installation coordinator and customer service manager come to my house to inspect it. They said that for a "courtesy" to me, they would replace the carpet to another type but I needed to help cover some of the costs since it was not their fault!

After negotiating with them, We agreed to extra $400 for new carpet. Again, being the first time buying carpet, I thought this was a good idea. I went over thoroughly with the coordinator what type of carpet I was looking for including high traffic. She showed me a carpet that she said was "exactly what I was looking and was high traffic". So we scheduled for the new installation

Next problem: Again they sent installers that barely speak english and continued to leave my front door open which forced me to keep my dog locked up and on top of that, it was february of this year. By the end of day when they were done, my house was 45 degrees and freezing! I was having to wear a jacket in my own house and then pay to warm it back up after they left!

On top of that, I had to locked my cats in the bathroom during the installation so they wouldnt be freaked out. I told them when you need to do the doorway area to match to the tile, let me know and Ill move the cats but under no circumstances open that door without me.

They actually listened and did not open the door, but instead of getting me when they were ready, they just attempted to install and stretch the carpet without opening the door at all. One day after installation, I had a huge bubble in the carpet in my hallway right in front of the door.

I again, had them to come out to fix that problem. On top of that, I found out two months later that the cable for the tv coming out of the floor was hidden under the carpet installation! How am I suppose to use that under there?! I again had to have them come out to fix that problem.

next problem: This so called "high traffic carpet" is matting in the high traffic area again! 4 months after the installation! I called them yet again and they had the installation manager come out to my house. he did his inspection and said there is nothing wrong with the carpet and there is nothing he can do. He told me that I could have my own independent inspector come out to inspect it and if he says there is something wrong with it, then they will replace it! Why should I have to pay to have you fix your problem?! My concern was the fact your installation coordinator told me it was high traffic carpet. How can it be high traffic carpet when it is completely matted 4 months later! I have a proper vacuum and am vacuuming the proper amount of times. he said I could have it cleaned! Cleaning is only supposed to be done once a year! not every 4 months!

After speaking with him, he said he would put in a request to have them pay for a third party inspector to inspect it and would get back to me. that is where my horrible experience is at. He even said it is only a request and no guarantee they will authorized the payment of third party inspection!

I advised him that I was also going to contact my lawyer for consultation because the main issue is that you wont honor your own warranty and selling me something under false pretense!

I am going to fight for all of my money back that I paid and will go to a reputable company to have my 3 third installation done. Keep in mind, I had this carpet installed in september of 2010 and it is only the beginning of august 2011. I havent even had the carpet for 1 year. two installations and still ***! Just skip empire no matter how good that price or deal sounds. It is not worth it at all. You will be able to find the carpet somewhere else that is better and probably cheaper!

Empire Today's reply to:

Never use Empire today for flooring.

Irma, we're sorry to hear about the issues you've had with your product. As a company, we're dedicated to your satisfaction and want you to be happy with your new home. Even though, it's been some time since your installation, we want to work with you towards a solution. We've been able to locate your information in our system and will have someone reach out to you shortly to address your concerns and to work towards a resolution with you. If you have any questions or concerns before this time, please don't hesitate to email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195. We look forward to resolving this with you. Rebekah Clerk, National Customer Service Manager
Review
#255587 Review #255587 is a subjective opinion of poster.

I put in new carpets 3 years ago and they were shocking after 2 years. I called and called and of course no one called me back.

I finally called pretending that I wanted new floors. They came immediately. The salesman said that is was normal wear and tear. After 3 years I have to replace my carpets.

Replacing carpets every 3 years is not normal wear and tear.

No customer service after the job is complete.

Do your research and look at different companies.

When they advertise discounts do not believe them. There are so many other companies that give you good service before during and after the job is done.

Empire Today's reply to:

Empire Today in Newark, New Jersey - Very Happy

Rafael, thank you so much for sharing! We're pleased to hear we were able to resolve everything for you and that your installation went smoothly. We'll be sure to pass on your compliments to Tim and let him know how happy you were with everything. If there is anything else we can do for you now or in the future, please feel free to email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#254741 Review #254741 is a subjective opinion of poster.

I would like to Thank Empire today because Iam a very happy customer. They contacted my husband and I and the problem was resolved to our satisfaction.

Iam now more than happy with my floors and I can say that Iam more than pleased with the great results. From the customer service to the installers I had a wonderful experience. The installer guys were wonderful and knew what they were doing, service was great.

Would like to also thank Tim Sherwin that went above and beyond to make sure we were happy and was very helpful. Thank You Empire for great service.

Empire Today's reply to:

Empire Today deceptive practices and bad products

William, we truly apologize for the issues you’ve experienced with your product. We want all of our customers to be satisfied with the finished results in their home and we’d still like to work with you to find a mutual solution. I understand that we reached out to you today and that another inspection has been scheduled. If you have any questions or concerns before this time, please feel free to email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#254402 Review #254402 is a subjective opinion of poster.

I purchased my carpet from Empire and had it installed in December of 2009 for the cost of $5,899.80, and it was supposed to be to be top quality plush carpet. Fast forward not yet two years and the carpet is buckling, matting not to mention the quality of the carpet looks like it belongs in a 1 star motel.

The carpet is not dirty but it looks like it has been down for 10 years. The carpet that was sold to me was bad carpet and to come to think of it, that was is not the same carpet sample that the salesman originally showed me and I thought I purchased. I was not at the house when it was installed so I was able to oversee the installation and make sure it was the right carpet. This is not high quality carpet as the salesman stated but Empire's practice is they give you the sales pitch for a certain type carpet and then install the lesser quality carpet.

I contacted Empire in July 2011 regarding the condition of my carpet and an inspector came out on 7/19/11 to inspect the carpet and I discussed with the representative then that I was having company from out of town and I needed to have the carpet replaced because of the condition it was in. The representative stated that she would let me know the findings after she got back to the office. I had the carpet cleaned on 7/20/11 because I was having company from out of town, and it looked worse than it did before I had it cleaned. I had no choice but to have the carpet removed downstairs and replaced with hardwood floors (and no I did not Empire Today).

I was waiting to hear back from the representative so we could discuss getting the upstairs carpet replaced but I did not hear back from them so I had my wife call Empire on 7/28/11; she spoke to Stephanie and explained the situation with the carpet and the concern of not being contacted by Empire. My wife explained that we had to take the carpet up from downstairs because of the condition after the professional cleaning. Also that there are no pets or children just 3 adults and we remove our shoes in the house so there was no way that the carpet should look the way it does after almost 2 years since the carpet was installed. Stephanie informed that a representative would be out on Friday between 11am-12n to assess the carpet upstairs, well Friday came and no one showed up.

I then got a call stating someone would be out on Monday 8/1. On Monday a representative from Empire (Richard Dorsey) came out to look at the carpet upstairs in the hallway and master bedroom and he agreed that the carpet was not in good condition and not once did he say it was normal wear and tear but he agreed that it was bad carpet. I explained to Mr. Dorsey that my wife was having her investment club meeting and also my mom was coming in town and I need to get the carpet issue taken care by Saturday 8/6.

He said he would take the findings to the office and contact me. I did not hear from him so my wife contacted him on 8/4 and explained the urgency of getting the carpet replaced and he seemed to have amnesia. He told my wife that I did not say anything about the bedroom and that what he saw was normal wear and tear (which is totally nonsense and opposite of what he originally said) and that I would have to have an independent inspector (which we would have to pay for) assess the carpet and forward the findings to Empire and they would make a decision if it warrants the carpet to be replaced by them. My wife asked for a supervisor because clearly Mr.

Dorsey was not in a position to help. She was transferred to Rhonda who did not even announce herself all she said was hello like she was at home (very unprofessional). My wife preceded to once again explain the situation and after she explained what the issue was, Rhonda stated that she was informed it was normal wear and tear and she repeated it several times sounding like a robot who was reading from a script. She also informed that we could have an independent inspector come out to survey the carpet and send them the findings.

She sounded unconcerned not to mention very unprofessional. The employees of Empire only seem to care about the customer long enough to get their product sold and money and then they seem to forget that customers is what make their business. The advertisements are false along with the sales pitch and they try to reel you in with the prices but the lesson that I have learned is sometime you have to pay a little more to get a better quality product as well as good customer service. Empire needs to make this right because this is very bad business and as the blogs show I a not the only one who is or have had issues with the company.

I have health issues and this is really adding a lot of undo stress and strain on my body.

Empire Today's reply to:

Empire today price gouging

Debra, we're sorry for your experience with your in-home estimate. It is our normal practice to try and work with each individual customer's budget and needs and it's disappointing to hear you may have not received this standard of service. We've tried to reach out to you recently to address your concerns and to see if you'd allow us the opportunity to send another sales representative to your home to work with you. If you could, please call us back at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#254120 Review #254120 is a subjective opinion of poster.

I had a rep. come to my house and give me a price for carpet, tile and two blinds.

She measured and came up with a price. I told her I could not afford it. She asked me what my budget was. I told her the most I could spend.

Dumb on my part. She called her two Managers and of course they could meet my budget! She dropped the price by $5000.00! I wish I would have told her less.

Is this price gouging or what? I am getting my items somewhere else with honest people for less than what she quoted me.

Empire Today's reply to:

Empire Today Flooring is shady and arrogant!

Leland, we're very sorry for the delay you experienced with your installation appointments. We understand your time is valuable and never want any customer to be inconvenienced when improving their home. It's my understanding that we've been in contact with you recently and that we are currently working on a resolution with you. If you have any questions or concerns now or in the future, please don't hesitate to email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#253335 Review #253335 is a subjective opinion of poster.

Empire Today Flooring is the absolute worst company I've ever dealt with! They kept promising and lying to us about the day our wood flooring was going to be installed for a month!

We never heard from them before hand that the installation was not going to happen on the promised day which caused us to put our dogs in boarding unnecessarily three times. The excuse was always "it wasn't on the truck"... do they only have one truck? We always had to initiate the call several times on the promised days of installation and on one occasion the rep said "I'm sorry, I just got your call...

I was in the gym"! He was supposed to call us at 7:00am that day! The next promised installation day, we again had to initiate several calls and finally heard from the VIP rep at about 1:00pm that our flooring was not on the "truck" and although he had promised to be here on that day, he said "oh, I was unable to answer your call because I was at our monthly award meeting"! Why did he promise us he and our flooring would be there since he knew that's when the monthly meeting was happening?

Also, they were going to install it without acclimating it which would have been a disaster. In trying to resolve this for one month, we encountered arrogant representatives with every inquiry!

Empire Today's reply to:

Empire Today in Milbank, South Dakota - What a joke

We always want to make the home improvement process easy and convenient for you and we're sorry to hear your sales experience didn't meet you and your wife's expectations. We can assure you that we do only offer a wide selection quality, name-brands to our customers and we're disappointed to learn you weren't able to get a better idea of our products during your appointment. We'd like the chance to speak with you to address your concerns and see if you'd reconsider using us for your home improvements. Since we don't have your contact information, could you please send it to customersupport@empiretoday.com or call us at 888-588-2315 x4195 and we'll reach out to you? Thank you. Rebekah Clerk, National Customer
Review
#253305 Review #253305 is a subjective opinion of poster.

My wife set up an appointment for the free estimate. Window of 5 -7 pm for the guy to do the estimate.

7 rolls around and not a peep. Had to call the 800 numbers and wait on hold for 10 minutes for them to find him. He showed up while I was on hold. Informs us that it's Empire policy to NOT inform the customer if he is running late.

Although some might think it is fun sitting around staring at walls, I do not. Customer service was very apathetic and the guy on the phone sounded like I was interrupting his dinner. Carpet samples were sparse. The company rep brought minimal samples that mostly looked and felt like ***.

He did not even have literature on the carpet lines he was trying to sell us. Did not even mention anything about padding.

Then the quote came and it was ridiculous. $1500 - $2000 more than anyone else.

Empire Today's reply to:

Empire Today in Washington, District Of Columbia - LIE AND WASTE YOUR TIME

We've read your post and apologize you weren't satisfied with your estimate. We always want our customers to know their satisfaction is our number one concern and try to work with each customer's individual budget and needs. While we do offer promotions, there are some conditions that do apply. If you're willing, we'd like the chance to reach out to you to address your concerns and see if you'd reconsider using us for your home improvements. Please send your contact information to 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
#252603 Review #252603 is a subjective opinion of poster.

My fiance and I just bought a place that needs a new carpet in one room plus the stairs in the basement. After seeing that Empire was having a 70% off sale, we were very excited and scheduled a free home estimate. Beyond a waste of our time!! Empire said it would cost $2,200 for a room that measures 18' X 24' and that was with the CHEAPEST carpet they had!! AND that did NOT include the stairs! That is 70% off????? After we told the sales rep that that was way beyond our price range and what we felt was acceptable to charge for this room, she began to haggle us saying "well what do you want to pay? I'll make some phone calls" This was annoying and unprofessional to us, bc if you can go lower, than you should have in the first place. When we told her we didnt expect to pay more than 1,000 and she made a face at us like we were from mars. After making phone calls she told us she could not lower the price.

We got 3 more price quotes after that for all UNDER 1000 and that included the stairs!

Empire is giant rip off and there advertisements are nothing but lies!

It is a disgrace that a company like this continues to waste peoples time