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Empire Today's reply to:

Empire Today--beware!

Jodi, I truly apologize for your installation experience and the damages to your home. We are dedicated to providing each and every customer with world-class service and the situation you described is not in line with our standard of service. We are currently working on a resolution together and I致e left you a message this morning. If you could, please call me back at 888-588-2315 x4195 or email me at customersupport@empiretoday.com so we can continue to work on a satisfying solution together. Rebekah Clerk, National Customer Service Manager.
Review
#235624 Review #235624 is a subjective opinion of poster.

Last month I had carpet installed in my house by Empire. During installation, the carpet installers (some no names in an old van) damaged my walls and furniture. I witnessed the wall damage but they didn't even have the integrity to tell be about the damage to my entertainment center. After they left I even found a shoe print on my leather furniture.

But to add insult to injury, the disrespect of myself and belongings continued when I was told that they we willing to offer me $350 for my $1576 entertainment center when I called to report the damage. As if there careless and reckless behavior was now some kind of negotiation! When I called to speak with the manager, they refused to put me through and told me "they would pass it on!"

I am appalled by there poor customer service and disrespectful behavior. They should be ashamed at their behavior and poor workmenship. Save yourself hundreds of dollars and hire some unlicensed guy who operates his business out of his van because you will be better off!!

Empire Today's reply to:

Empire Today in Alexandria, Virginia - Hardwood flooring

Seralon, I truly apologize for the miscommunication surrounding your installation. After speaking with you yesterday and offering to work with you to make things right, I understand you have made other arrangements for the stairs. You feedback is very important to us and thank you for bringing this to our attention. We’ll be following back with the local area market involved to make sure something like this doesn’t happen again. 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
Review
#233843 Review #233843 is a subjective opinion of poster.
Loss
$5500

I Recently signed a contract to replace my carpet with Empire Today LLC, The company signed the contract and the next day four people came to my house and start taking of the carpet excluding the stairs and asked them why and they told they do not include the stairs, I showed my contract and start removing the carpet from the stairs then they stopped again and start talking with Lorey the work coordinator after spending half of the day ,they did they left my house after half removed carpet and stairs my house was messed for a week, I keep calling to the manager Robert that keep calling three times a day before i signed the contract did not answer my call even though i called 4 to five times a day, I left a voice message and he did not respond my call, I ever and never dealt a kind of company, I have all the contract signed by Empire Today sales person and after a week the company sales person told me they can only do the floor excluding the stairs the reason was the contract they singed was cheap, he asked me to pay extra $4200 for the stairs, He came twice and measured the floor and the stairs before he signed the contract, I asked him the contract he signed after talking to his manager was including the stairs he said his company do not want to do it, the Manager the work coordinator even did not apologize what they did to my house and the contract they signed, I have the contract they signed to replace the carpet with hardwood floor.

Empire Today's reply to:

Empire Today

I’d like to reach out to you and your husband to offer our apologies for the issues you’ve experienced. As a member of the National Customer Service Team, I’m disappointed and concerned with the situation you’ve described in your post and want to be sure that we work with you to make things right. We’re committed to our customers and making sure they’re satisfied and, I’d like the opportunity to reach out to you to learn more and work toward a resolution. I cannot determine your account information based on the information provided in your post, but if you are able to email me directly at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195, I will look up your account history and work with you to figure out a solution to your issues. Rebekah Clerk, National Customer Service Manager.
Review
#232961 Review #232961 is a subjective opinion of poster.

I' sorry about the day my husband and I let your salesman set foot in out condo. We have had nothing but problems with Empire Today sine the very day our laminate flooring was instaled.

After a huge battle with corporate this failing only agreed to credit us 500.00. Since that inital problem we now have a section of the laminate peeling away from the backing of the floor. We have been calling service since January. Our calls are never returned.

The month of April I left a message that I was going to get the media involved, still no call. I have had it with this company.

They only know haw to sale you a bill of goods and then getting them back to repair inferior products is neatly impossible. Frustrated & Pissed!

Empire Today's reply to:

Empire Today in Camp Hill, Pennsylvania - Empire Carpet beware!

Brad, I’ve read your post and would like to apologize for the mistake that was made with the amount of product that was sent for your installation. While we weren’t able to arrange for someone to come out today, I understand we’ve spoken with you and the installation team and found a time tomorrow that works with your schedule. Thank you for bringing this situation to our attention and for allowing us the opportunity to work with you to make things right. If you have any additional questions or concerns, you can contact me via phone at 888-588-2315 x4195 or email me at customersupport@empiretoday.com. Rebekah Clerk, National Customer Service Manager.
Review
#232955 Review #232955 is a subjective opinion of poster.

My experience with Empire from the start was not a very good one.

We are doing new construction, had a salesman come out and give us a quote. When I called him back to state we were ready for carpet, he didn't return my call. It was about two months later but we weren't ready yet.

Called Empire to find out he was no longer with the company and since over 30 days I could re-scheduled another in home quote.

Received the second quote and scheduled installation of carpet. On the day of installation they did not call us to give a window of time. I called the customer service department twice and the installer still never called.

They showed up around 3pm on that day only to find they did not have enough carpet! After speaking with their manager, "he stated that they were coming from Baltimore, MD which is an hour away from me". Said they would have to come back.

I told them I wanted to cancel the order since extremely dissatisfied with their customer service. I did not purchase any carpet that was on their special and was spending approx. 4k, so obviously they are not interested in my business.

Empire Today's reply to:

Empire Today,s Customer Service Is Terrible and Doesn't Care About Their Customers

Pam, we do try to work with any customer that experiences issues during their installation. It’s my understanding we and the installation team cooperated with the police and the investigation has been closed. If you’d like, I am available to follow back with you regarding the situation. 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
Review
#232796 Review #232796 is a subjective opinion of poster.

Update by user Apr 17, 2011

us for our $4,300 loss. We are extremely dissatisfied with Empire!

Original review posted by user Apr 17, 2011

We had a "whole house" installation done in February, 2011. During the installation we discovered several pieces of jewelry missing from a closet that they should never even have been in.

We called customer service, the police, filed a report and did exactly what Empire told us to do. No confessions came from the installers and the police were unable to recover our stolen items, so Empire told us there was nothing more they could do.

Their lack of compassion and concern is disgusting. They did nothing to compensate us for our $4,300 loss.

Don't Use Empire Today!!!

Empire Today's reply to:

Empire Today and their Bait and Switch games

Victoria, I’d like to apologize for any confusion or miscommunication surrounding the fully installed price for your job. It’s my understanding that we’ve reached out to you as recently as yesterday to review the pricing and offer to work with your budget. Unfortunately, we aren’t able to provide a lower price than what was quoted to you yesterday by our local area sales manager. Keep in mind the price we provide takes into consideration all of the items needed for your job, such as the cost of the product, installation, removal and haul away of old flooring, etc. While I’m disappointed that we weren’t able to help you, if you have any further questions or concerns you can always email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#231910 Review #231910 is a subjective opinion of poster.

I contacted Empire to get a quote for a 100 sqft bathroom retile.

The gentleman who came out initially quoted 3300 dollars for the quote do the math that is 33.00 per square foot of ceramic tile. He eventually came down to 1800 but still 18.00 a square foot for ceramic tile is ridiculous. That was the end of the conversation.

I got a call from one of your outbound sales rep who informed me they measured wrong and they can do the job for 700.

I agreed to it and he said he would have a sales rep show up to my house with the paperwork.

The sales rep came and was Very rude demanding that I turn on all the lights. It is my house and I will keep the lighting at what I need. She then measured and treated me like I was an ***. Reminding me that they had to rip up the tile. This of course I knew and I had discussed it with the previous phone call. She then told me that it would be 240 to rip up the tile and I would have to hire a plumber to move the toilet and sink.

I told her that was not acceptable and she then told me I was getting the tile at 45% of the regular price..

Lets do the math that is 1600 for CERAMIC TILE. that comes out to 16.00 a square foot. GRANITE AND MARBLE ARE LESS EXPENSIVE. I told her i was not willing to pay the money. She said fine and stormed out. I AM CONTACTING MY LOCAL ATTORNEY GENERAL BECAUSE I FEEL THAT THIS WAS BAIT AND SWITCH, OFFERING ONE PRICE AND THEN REFUSING TO DO IT FOR ANOTHER PRICE.

Empire Today's reply to:

Empire Today in Mount Laurel, New Jersey - My installation was flawed

Jennifer, as a member of the National Customer Service team, I’d like to apologize that we did not meet your expectations during the installation of your product. We want you to be satisfied and it’s disappointing to know that things were not finished correctly for you. Please accept our apologies for the inconvenience this has caused you as both a homeowner and parent. I understand that a member of our customer service team reached out to you recently to address your concerns and that you’ve scheduled a repair appointment for the coming week. If you have any further questions or concerns before this time, please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2314 x4195. I’d be happy to help. Rebekah Clerk, National Customer Service Manager
Review
#230904 Review #230904 is a subjective opinion of poster.

First off, I am pleased with the sales rep (for the most part) and the price. He was able to beat a few other estimates I had done.

The installation is my problem. They said it was Hollywood style stair install, which is the MAIN reason I went with them. It isn't, its striaght out and down. They tried cutting my gas line, which is inactive to the fireplace, and couldnt get it down far enough, so they made *** in the carpet for it, and now its a sharp edge sticking out of the carpet with a rusty edge (I have a young child), and they did the same thing with an old cable that I didn't use.

They tried cutting it, but then left it sticking out of the carpet. Oh and I was promised lips between rooms, and there are none, which is fine, it seems securely fastened down between them, but when you say something, do it! The sales rep should have communicated my specific wants to the installers.

SO I'm not sure where the problem lies, but I am not happy. Awaiting a call back from the office

Empire Today's reply to:

Empire Today in Chagrin Falls, Ohio - Empire Carpet

Kristy, as a member of the National Customer Service Team I’d like to reach out to you about the review you posted about your sales appointment. We apologize for the behavior of our sales representative and we’re disappointed by the situation you’ve described as it is not in line with our standard service. It’s my understanding that a member of our customer service team in your local market reached out to you today and left a message. If you’re willing to give us another chance, we’d like to review your quote and work with you to make things right. We want to show you and your husband that we do stand by our promise to provide customers with a great experience and great service. You can give our team a call back, email me at customersupport@empiretoday.com or contact me by phone at 888-588-2315 x4195. We look forward to speaking with you. Rebekah Clerk, National Customer Service Manager
Review
#230718 Review #230718 is a subjective opinion of poster.

Had an Empire Carpet salesman in the Cleveland area come out to give me an estimate. They gave me a two hour window of when he would be there which is understandable as they may not know how long they might be at a potential customer's house.

The salesman got there thirty minutes into the time window which was great. He took measurements and discussed pricing and gave me a price. He heard of another estimate I received so he was "trying" to get his estimate close to that. When he got to a comparable price he acted like he was doing me a favor and then kept saying, "if I give you this price can I get your business today?" My husband got home and looked at the estimate and asked if we could have some time to think about it.

The salesman was pissed and told us he wouldn't have wasted his time had he known that my husband had to approve! He kept looking at his watch stating that he did have another appointment to go to (which appeared to us that he was implying that we were wasting his time). My husband and I went to another room to discuss the price and the salesman came by and handed us an estimate $300 less than the first estimate and told us that it was good for 30 days (clearly he was angry). He then stormed off without saying another word.

Now I actually worked in sales, and I've never heard anyone condone the tactic of acting like a customer was a burden. At then end, it almost came across as bullying. It also looks pretty terrible to drop the price $300 at the end, giving off the vibe that he would have "overcharged" us if given the opportunity. I understand that this is the livelihood of these salesman, but this guy did no help to himself or Empire Carpets because of how he acted.

We had other companies come by and give us estimates and none have had salesman like this. We are deciding on our company in the few weeks and Empire Carpets is not in the running.

Resolved
Empire Today's reply to:

Empire Today - Empire Carpet (Chicago) Issue after Issue - Resolved

Lee, we've read and responded to your previous online post. I understand we're working with you to resolve your concerns regarding your experience and installation, but if you have any further questions or concerns you can email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#230178 Review #230178 is a subjective opinion of poster.
Loss
$10000

Scheduling an In Home Estimate only took a few minutes, The time it took to fix all of the errors, and chaos caused by Empire Carpet took up time myself, and my wife, and my father took off from work. Every room in my home was taken apart and left in pieces for four days.

The Bottom Line:

During the sales inquiry, I was judged by my age/and appearance whether I would be able to be approved for a loan for flooring in the home that I own. Turns out I was approved for the full amount.

During the sales inquiry, I asked if the "uneven" flooring needed to be removed. The Empire Representative said, "No". On the 2nd day of installation I was informed my floors were uneven and empire raised my prices even though the original salesman.

During the sales inquiry, our Empire Representative scheduled our Hardwood Flooring and Ceramic Tiling on the following day (wednesday). The following day Empire had the Ceramic and Hardwood flooring contractors re-routed throughout the day. We never had our installation completed on that day (Wednesday).

After never showing up to our home during my usual work day; Empire refuses to reimburse me for any of my lost time. Even though they scheduled an appointment with me and never showed up.

On Thursday, My pregnant wife and I were in the hospital for a baby delivery..

On Friday, the Ceramic Tiling contractor came and finished his job. But the Hardwood Flooring installers informed me that the documented job Empire told them, was not right. Empire is now requesting that I pay more money for the miscommunication with the contractors and the Empire Representative. After a 2 hour phone conversation with the stubborn Empire customer service I saved myself from these overcharges.

On Friday, the Carpet installers came to our home and said it was impossible to do there job since Empire over booked our installation days. They left and we had to reschedule once again for the following day

I know that some of my accusations against Empire are minor but every single irritating moment plays an effect on my views of Empire Carpet. During this process I have learned that Empire hires outside contractors to complete the In Home installation. In the future I plan to eliminate the middle man and work with the contractors directly rather than Empire Carpet.

Empire Today's reply to:

Empire Today - Empire Carpet (Chicago) Issue after Issue

Lee, I would like to offer our apologies for the inconveniences caused to you and your family before, during and after your installation. It’s always our goal to make the installation process as convenient for customers as possible, and I’m disappointed that we did not meet your expectations. I understand you’re currently working with the local general manager and that we’ve been able to come to a mutually agreed upon resolution regarding the concerns you described in your post. If you have any further questions or concerns after everything is completed, please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. We do take all of our customer’s concerns and satisfaction very seriously and want to make sure you’re happy with the products we’re installing in your home. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#230177 Review #230177 is a subjective opinion of poster.

During the sales inquiry, our Empire Representative scheduled our Hardwood Flooring and Ceramic Tiling on the following day (wednesday). The following day Empire had the Ceramic and Hardwood flooring contractors re-routed throughout the day. We never had our installation completed on that day (Wednesday).

After never showing up to our home during my usual work day; Empire refuses to reimburse me for any of my lost time. Even though they scheduled an appointment with me and never showed up.

On Thursday, My pregnant wife and I were in the hospital for a baby delivery..

On Friday, the Ceramic Tiling contractor came and finished his job. But the Hardwood Flooring installers informed me that the documented job Empire told them, was not right. Empire is now requesting that I pay more money for the miscommunication with the contractors and the Empire Representative. After a 2 hour phone conversation with the stubborn Empire customer service I saved myself from these overcharges.

On Friday, the Carpet installers came to our home and said it was impossible to do there job since Empire over booked our installation days. They left and we had to reschedule once again for the following day

I know that some of my accusations against Empire are minor but every single irritating moment plays an effect on my views of Empire Carpet. During this process I have learned that Empire hires outside contractors to complete the In Home installation. In the future I plan to eliminate the middle man and work with the contractors directly rather than Empire Carpet.

I would love to change my review to something more positive but unfortunately the ChicagoLand Empire team has not helped me in any way.