Empire Today's reply to:

Empire...the jingle of scammers

I’ve read your comments and I’d like the opportunity to speak with you regarding your post. It is the goal of all Empire sales representatives and independent contractors to provide world-class service to each and every customer. If you would like to discuss your concerns with our Director of National Sales, Human Resources Director or National Installations Management Team, please email me and I will be happy to have them follow back with you. Since I’m unable to obtain your contact information based on the details in the post, I would like the opportunity to speak with so you can be placed in contact with the appropriate individual. I can be reached at pressrelations@empiretoday.com or via phone at 847-583-5248. Gina Cielocha, Marketing & Communications Manager
ID
#134631 Review #134631 is a subjective opinion of poster.
New Reviewer

Empire carpet,wut should i say ? fraud,scam,any thing bad is empire.imagin you pay up to $2500 for just 80 yrd of carpet,although the carpet wont last more than 2 month ,to look old and bad.all of thier carpet is stock . I am an installer who worked for them,and used some of thier carpet to my house,let me tell you they are very bad,and dont you ever buy from these scammers they are very bad , way bad,the carpet is no good you pay too much money for *** watch out,and be carfull

1 comment
#33497

Like someones is going to believe a former employee,who gives no details about why they suck.It sounds like you were fired and just pissed off.Explain why they suck,I have their 64 oz carpet and love it.I paid $5 a foot and would buy again.That is why I came to this site,I saw it after googling them to set up a appointment for hard wood foor.

Empire Today's reply to:

EMPIRE - ONE DAY???

I’ve read your information and I apologize for any inconvenience this may have caused. Based on the information that was provided in the post, I’m unable to pull your information in our system. I would like the opportunity to discuss your concerns with you regarding your refund and the cancellation of your order, customer satisfaction is extremely important to us. At your convenience, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
ID
#134552 Review #134552 is a subjective opinion of poster.
Loss
$3500
New Reviewer

I contracted Empire to install the flooring in my new condo in Fl, I pay on July 17 08, they have been taking 1.5 months to get the permit from the city, they barely answer my phone calls or give me an explanation and now that I want my money back they seem not to be willing to give it back.....

I want to find a lawyer and sue them. I could not rent the apartment in one and a half months because of their delay!!!

They are irresponsible and do not have an idea on how to conduct business.

Empire Today's reply to:

Buyer Beware: Empire Carpet has no ethics

I’ve reviewed your post and would like the opportunity to have a member of our Sales Management Team review your file so we can follow back with your local sales team and the sales representative involved. However, based on your post, I’m not able to pull your contact information. If possible, would you be able to contact Rebekah Clerk, National Customer Service Manager at customersupport@empiretoday.com or call 888-588-2315 x4195. She will be able to gather the information so we can further review. Our sales representatives during the appointment will measure the area and provide a fully installed price. Our goal is to find the right products to meet our customer’s needs and budgets. We also offer a low price guarantee if certain conditions are met. Your satisfaction is extremely important to us and we take all concerns seriously and would like the opportunity to discuss your concerns. Once you are able to provide your information to our customer service tea we can then follow back with you. - Marlo Michalek, Vice President of Marketing Communications.
ID
#134085 Review #134085 is a subjective opinion of poster.

On 9-3-08 my wife & I saw an empire commercial and said we shpould call to re-surface our 12'x26' bedroom in IN. A "sales rep" (all sub-contractors - not Empire employees) showed up the next day and gave us a quote of $1175 for that size room, charged by the SF (he offered us a $150 "discount" coupon against the purchase).

It seemed that Wall to wall carpeting for a room that size should cost less than $1035, so and I called around to other installers and they were about 30% less charged by the square yard. I couldn't reconcile the cost for such a small space, and I don't ever remember buying carpet by the square foot, on square yard. When I called EMPIRE (588-**** - the only number you can find manned at a call center - they say the company is based in Northlake IL, but you won't find a way to contact the headquaters) and asked to speak to a supervisor to determine if I was getting ripped off, the supervisor Rick, told me he couldn't tell me how they charged for their carpet, because that was "up to the sales rep" who he confirmed was not an Empire employee. He flat out said he couldn't help me, and that I should speak to the 'sales rep".

I told Rick the supervisor that I would cancel my order, and tell everyone I know that EMPIRE has no intention of standing behind their products, and they could be considered part of a "bait and switch scheme" where they advertise 60% discounts on television, but their "sales reps" don't have to povide the discount or conform to any company standard.

I cancelled my order, and called my bank to put a stop on the cradit card. IF YOU BUY FROM THESE GUYS - YOU DESERVE WHAT YOU GET !!!

2 comments
#77747

you are so true about empire i had an bath liner installed in 2007 and it was suppose to have a life time warrenty but when i called because the liner was moving athey refuse to do anythingabout it. so do not empirefool with

#77746

you are so true about empire i had an bath liner installed in 2007 and it was suppose to have a life time warrenty but when i called because the liner was moving athey refuse to do anythingabout it. so do not empirefool with

View more comments (1)
Empire Today's reply to:

Empire Today Sux

I apologize for your missed in-home appointment and for the lack of response you received from customer service. Customer satisfaction is extremely important to us and I would like for a member of our team to speak with you about your experience. We stand by our products and installation, and we work with customers should a problem arise. If possible, would you be able to contact us 888-588-2315 x4195 or email us at customersupport@empiretoday.com with your contact information and we will follow back promptly. Rebekah Clerk, National Customer Service Manager.
ID
#133970 Review #133970 is a subjective opinion of poster.
Service
Empire Today Installation

Stay away from Empire Today. They lure you in with slick commercials and some nice customer service up front, but they *** on the back end.

Don't sign the contract because the moment you do, the service goes to pot. No returned phone calls, estimated dates for measurement and installation aren't met--without even a phone call. They are awful and I will never use them again. I stupidly declined a competing offer from a local guy and now I wish I can gone with him.

Bad, bad, bad. I cannot begin to express what a frustrating experience this has been,.

1 comment
#32675

thank you - i was ready to book an appointment until i red your comment. i think i will shop around at some of my local dealers.

lowes is the same way. you may end up with your furniture in your kitchen for a couple of months before they deliver as promised.

Empire Today's reply to:

Never showed up, never called, never again!

As a member of our customer service management team, I apologize for the missed appointment and that we were not able to serve you better. It is our goal to make installing home improvements as convenient as possible – I understand the frustration you experienced as a result of having to prepare your home for an installation that did not occur. Although you cancelled your order, it is important for us to be able to follow back with the representatives involved. If possible, would you be able to contact me at 888-588-2315 x4195 or email customersupport@empiretoday.com with your contact information and I will follow back promptly. Rebekah Clerk, National Customer Service Manager.
ID
#133320 Review #133320 is a subjective opinion of poster.

They promised next day delivery. My wife and I took off from work to get the room ready for new carpet.

Moved the furniture, un-hooked the surround sound stereo, got a friend to help move the TV and other heavy furniture ... and waited, and waited, and waited. At 4 PM we called them and were told "How about tomorrow?". When we told them that was not acceptable they told us the carpet was a special order and it would take 2 weeks.

We canceled.

The price was not really that great .... we shopped around and saved over $200 for the exact same carpet at Home Depot.

Empire Today's reply to:

Rip Off Alert- Empire is no good

I’ve read your information and would like to have you speak with a member of our Customer Service Management Team. However, I cannot locate your information based on your post. If possible, would you be able to send our contact information to customersupport@empiretoday.com or call 888-588-2315 x4195 to speak with Rebekah Clerk our National Customer Service Manager. She will be able to look up your account information. Gina Cielocha –Senior Marketing and Communications Manager
ID
#133189 Review #133189 is a subjective opinion of poster.
Product
Empire Today Flooring
New Reviewer

I too was impressed with the advertisements for Empire carpet and flooring. I finally decided to give it a try and called them for the free in home estimate.

I have to say that the sales man was prompt and courteous. He did measure all my rooms and spend a good amount of time showing me samples of carpet in his mid range. I personally didn't think the carpet felt all that great compared to the carpet I already have, but he assured me that would be different after it was down with the padding. I liked their financing package and agreed to the sale.

I specifically asked him how their prices compared to Home Depot and other companies. He told me that they were the same except that Home depot would charge me to move all my furniture and extras for steps mouldings etc...

Well, after reading the reviews online I decided to cancel the order and think things over a bit more. I called Smart Carpet and Flooring for another in home estimate.

I spent over 3 hours with the salesmen and in the end I was able to not only save over $1000, but included in that price was my Master bedroom which I had to exclude previously due to cost. I am going to receive a carpet with a longer warranty as well.

I guess the moral is. Do your research, haggle a lot, and speak spanish.

Oh yeah, two days after cancelling the job I received a call at 7 am from a spanish speaking installer telling me he was going to be there in 40 minutes. I told him not to come and that I cancelled. He said ok so I hung up. Then he called again and I told him the same.

When I hung up I called cust. service. She told me that my cancellation had not been completed. Then she told me that they would take 800 off the price if I still would consider using them.

Too late honey! So thats the long and the short of it.

Empire Today's reply to:

Empire Carpets

As a member of our customer service management team, I truly apologize for your missed appointment and the response you received from customer service. We know our customers are very busy and we take our scheduled in-home appointments very seriously. Our in-home appointments are the only way our customers can see our products and gain a better understanding of what we offer. Customer satisfaction is truly important to us and we take concerns from our customers very seriously. I would like to opportunity to speak with you in order to follow back with the sales representative involved. Since I do not have contact information to reach you, please email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. I forward to hearing from you soon. Rebekah Clerk, National Customer Service Manager
ID
#133015 Review #133015 is a subjective opinion of poster.
Service
Empire Today Estimate
New Reviewer

Do not believe Empire carpets when they say they take pride in their custmer service. I scheduled a home estimate for carpet and tile a week ago for Empire Carpets. They confirmed twice saying that they were going to be at the appointment.

I rushed home from work and blew off two other flooring companies because I was so impressed with Empire's website and promises. I did this and then they never showed up.

I called them at 5:00, they were suppose to be there from 3-5:00, and they hung up on me the first call. I called back and I finally got an answer. They basically said that there wasn't an available sales rep in my area today, even though my appointment was confirmed twice. All they told me they could do is reschedule my appointment.

Why would I want to do business with a company that I can't trust to be there when they scheduled an appointment? Empire is very unprofessional and I wouldn't recommend them to anyone.

3 comments
#159744

Thanks everyone! I did use another company, Dixie Flooring.

They were very professional and cheaper. It's been almost two years since they put in the carpet and tile, and I'm very satisfied.

#32327

When it comes to carpet I think you should deal locally or from one of the large chains ie. lowes,HD etc.

It's a major investment and one that's supposed to last years.

I've heard numerous complaints about Empire and would never use them. Shows you the power of advertising.

#30731

Beleive it or not Empire Carpets is NOT the best priced carpet installation company. I would HIGHLY suggest that you search around for another company.

View more comments (2)
Empire Today's reply to:

Just say no to Empire Floor

Ms. Hunter, We apologize that your experience was less than satisfactory. Customer service is a top priority at Empire and we want to talk with you to work toward a resolution. All of our products come with manufacturer and installation warranties. If a problem does arise we do our best to work with the customer to resolve the issue. We also offer a Low Price Guarantee in which we'll beat any competitive offer. 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 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 do not 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.
ID
#132750 Review #132750 is a subjective opinion of poster.
New Reviewer

Customer service is hands down the worst.

They run their commercials a million times a day. They should invest some of that money is a proper staff & better people who install their products. I am still in a monkey & the middle scenerio with them. They installed my floor 3 months ago. They had to come back twice for repairs. I still can't get a call back in regard to the final bill. I would never advise anyone to purchase a floor from Empire!

The inspector said he would credit our account $100.00 for the inconvenience- Give me a break.

Then my husband told them he wanted them to match the price that home depot wuoted us on a similar floor. They agreed, the only problem is now we can't get anyone to return our calls. We even called Mr. Jeefers (manager) in the NJ location & he can't even call back. If this is how they operate I truly don't understand how they are still in business.

Empire Today's reply to:

Do Not Buy Carpet from Empire

I've read your information that was posted and your concerns with your carpet installation. I was also able to locate you in our system. It appears that we have reached a resolution on your concern. All of our products are installed by professional installers and backed by manufacturer product and installation warranties. If there are problems with the product or installation, we will work with the customer on identifying the concern and assisting in providing a resolution.Please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195 if you have additional questions or problems. Customer satisfaction is extremely important to us and we want to be sure you are happy with your purchase. Rebekah Clerk, National Customer Service Manager
ID
#132436 Review #132436 is a subjective opinion of poster.
Service
Empire Today Installation
New Reviewer

The installation of my carpet was amateur - the carpet was not flush with the marble floor it met. When the inspector came he said it was fine and there was nothing he could do.

I had to submit photographs to the main office and they finally sent a man out to fix it. But now, nearly a year later, I continue to find fluff in the vacuum cleaner -lots and lots of carpet fluff! Lots of it!! Clearly the carpet itself is of poor quality even though I was sold their "best".

Empire isn't even that cheap. Don't fall for Empire just because they install quickly.

Wait a bit for installation and get a good job and a good carpet. I wish I had.

1 comment
#41077

try not being able to use the brand new vacuum you bought because there are so many loose pieces that create pulls in your carpet. Next time I'll do more homework before I buy something this expensive.

Empire Today's reply to:

Empire Today - last minute cancellation

I have read your post from a couple of years ago and apologize for having to reschedule your appointment. As we are continually trying to improve our level of customer service, I would like to follow back with you. I understand your concerns - your time is valuable and it was frustrating to have to plan for another time to meet with our representative. I know some time has past since your post, but if you are able to contact me I would like to learn more about your experience. I can be reached via email at customersupport@empiretoday.com or by phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#132434 Review #132434 is a subjective opinion of poster.
Service
Empire Today Estimate
New Reviewer

Without going into a long-winded story about Empire Today, I will give the basic rundown. I scheduled a time during the day for a technician to measure windows and give an estimate for plantation shutters. At ten minutes before the end of the 2-hour window appointment time that I was given, I was called to say that the company had to cancel and re-schedule my appointment time.

I told them that if I ran a business that way, I would soon be out of business. Needless to say, I did not reschedule another time, and will go with a different company from which to purchase and install the shutters.

I encourage any reader to consider doing the same, and to beware of Empire Today.

1 comment
#33498

Life isn't perfect people do have accidents,emergency's,cars do break down, all sorts of stuff could have happened.I bet your exaggerating a bit too.They called and told me that the saleswoman's first appointment ran over and they would spend as much time as needed at my house when they got there.I think that it's good they do that.Would you want your doctor to rush through brain surgery on you so he could be on time for his next appointment.I signed a contract and will have my house done 2mrw.Yes I paid more but it's worth it to not have to run back and forth to the box store,I tried that route and then they charge me $65 for someone to measure my house.I've had both experiences and would choose Empire Today every time.

Empire Today's reply to:

Empire is BBB accredited??

We realize two years time has elapsed since your experience with us and understand the issues you had with in-home appointment. However, we are continually working to improve on our customer service because customer satisfaction is extremely important to us. If you are still interested in reaching out to us, we are willing to follow back with you. Feel free to email me at mmichalek@empiretoday.com or contact me via phone at 888-588-2315 ext. 5560. Marlo Michalek – Vice President of Marketing Communications.
ID
#132139 Review #132139 is a subjective opinion of poster.
New Reviewer

I would urge people who are out money to file formal complaints with the Better Business Bureau in hopes that they will reevaluate the accreditation. Over the past several days, we have experienced the same poor service mentioned in the previous postings.

Made an appointment; took day off work; Empire was a no call - no show; had to contact them days later to find out why they are not interested in our business; hung up on several times, mistakenly?; offered $100 off for our inconvenience - maybe if they had called us to apologize; waiting to hear from the "district" manager to call, but not counting on it. Luckily we found this site before proceeding further!

We too have "dodged a bullet". I will be spreading the word about this horribly mismanaged company.

1 comment
#154575

So, I received an email from Pissed Consumer on 6/14/10 stating that Empire Today Customer Service department has an interest in my posting from 8/20/08 (!!) and has asked for my contact information. ARE you kidding?

Almost 2 YEARS and 1516 hits later, they want to “discuss this matter” with me?

Uh, hey Empire, your "customer service" department could not have cared less about our complaint 2 years ago and even hung up on us several times AND the district manager never did contact us as promised. This ship has sailed!!!

Empire Today's reply to:

Never showed up for appointment

We realize it has been two years since your experience with us. However, we are continually trying to improve our customer service and truly apologize for the inconvenience we caused you then. If you are still interested in reaching out to us - please feel free to email me at customersupport@empiretoday.com or call me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
ID
#132019 Review #132019 is a subjective opinion of poster.
Service
Empire Today Estimate

my husband and I made an appointment for empire today to come give an estimate for carpet- between 1:00 - 3:00 p.m. We took off from work, and waited for 2 hours.

After 1 hour I called their customer service dept. to ask if they were really coming. I also gave the woman my cell phone number in case they were running late. Since the carpet was for our daughter we were sitting at her house.

No call, no show...

two hours wasted, plus lost wages. Warning, do not use this company, I wish I had read the reviews before I made the appointment.

Empire Today's reply to:

Empire Today - Terrible Customer Service and missed promises.

I understand your post is from a few years ago, but we are continually trying to improve our customer service and would like to follow back with you. I apologize for the inconveniences you experienced in 2008 because of the improper measurement of your carpet, the delayed installation of your laminate and the frustration you experience reaching our to our customer service. It is our goal to ensure that customers are satisfied with every step of the Empire process. If there is anything we can do for you now, we would like to reach out to you. Please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#131799 Review #131799 is a subjective opinion of poster.
Service
Empire Today Installation
New Reviewer

The sales person who measured the rugs did not measure correctly. This resulted in the installer having to reschedule the installation.

The sales person also neglected to order the laminate flooring trim, requiring the installer to reschedule the installation. The rugs were installed at the next scheduled date, however the flooring trim installation dates were not kept. Customer service made promises that were not kept. Some calls were dropped by customer service, requiring additional wait time on the phone.

In two cases Customer Service could not find me in their system.

Some observations: Sales people need to be competent, there is no excuse for an incorrect measurement.

Customer service needs to be on the same page. To have two different Service Reps tell you that you are not in their system while the third has no problem locating you in their system is not acceptable.

Empire Today's reply to:

Empire Today - Misrepresents materials & service

I understand your post is from 2008, but I apologize that you are not satisfied with your laminate flooring back when it was installed. As a leading provider of installed home improvement and home furnishings, we hold high standards for our service and products. We are focused on continually improving our customer service so we can better satisfy our customers in the future. If you are still interested in having us follow back with you, please email me customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#131606 Review #131606 is a subjective opinion of poster.
Product
Empire Today Flooring
Loss
$3

Tortured Customer:

We were trying to sell our house, so we decided to replace the kitchen Linoeum. Of the seven showings of our house so far, three of the people have made specific comments on the kitchen floor!

"It feels spongy and fake."

"Is this floor plastic?"

"The kitchen floor looks like linoleum."

"The floor looks dated."

We paid $3,822 for an eyesore that does nothing to add any value to our house.

Also, notice when they show you samples of the laminate flooring they are mounted on pieces of wood, so they look twice as thick as than really are !!

3 comments
#50294

Written by Tereza,

I am thinking of applying to PF. anyone have any good reviews

#50240

I am a maybe customer of Empire Flooring. I have an appointment tomorrow about flooring.

I think I may cancell it out. I have read a lot of nasty complaints about them and was still willing to give it a chance. But, after the comment made bt William on 10/09.

, turned me off of Empire. If workers are like William..No Thanks.

#33499

Yeah our samples are mpounted on wood because it would be unprofessional to come to your home and show you a piece of floppy scrap.You should have called in as soon as it was finished to say it wasnt done right and we would have fixed it.If it wasn't buckled after the install ever think the floor might have water damage?That is usually what the problem is,is that why you didnt call?If we did something wrong we want to fix it!There is a reason we have 1 million + customers and to say there is never a problem would be a lie the difference is we take care of them and make the homeowner happy that is where we stand apart from the competition!

View more comments (2)
Empire Today's reply to:

Save on Empire - compared to what??

Although your post is from a couple of years ago, we are continually improving on our customer service and would like the opportunity to follow back with you. Based on your post, I understand that you were able to find product at a lower price. 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. We also offer the same quality, name-brand products available in retail stores and by interior designers. Customer satisfaction is extremely important to us and although some time has elapsed, we would like to follow back with you.If you are interested in reach out to us, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
ID
#131192 Review #131192 is a subjective opinion of poster.
Product
Empire Today Flooring

I never purchased from Empire Carpeting, and for good reason. (After reading so many bad reviews, I'm really glad I didn't...)

I had seen their commercials that claim big savings . I figured they wouldn't be the best quality around, but I WAS expecting the cheapest prices.

The sales person came out and gave us an estimate of approximately $4000 for laminate flooring in our family room and hallway. We also got estimates from Lowes, Home Depot, and a local flooring company. Empire was the MOST expensive by at least $1000 at ALL locations, AND their product was of a lesser quality and they had a puny selection.

So in the end, just by actually doing our research, we saved money, got a better product, and a more reputable company by NOT going with Empire.