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Empire Today's reply to:

Empire Today - After a few days when glue dried... looks horrible

Had carpet installed 07/14/2017, the final product to finish by basement I worked hard on. So disappointed today when I went and looked at it, the seams don't match up, bumps in the rug, while I know my cement basement flooring has imperfections, this is not professional by no means and for the $1,600.00 I paid, and I waited 2 months for installation so it would be done right. PLEASE SEE PHOTOS Also there is NO PAPERWORK given at a home appointment, only a small receipt even when I did financing, where is paperwork describing my carpet, and a copy of signed receipt for installation, etc.? Can someone help me if they received something different or they had a different process? Thank you. Issues: CONS - Hard to ask questions regarding the installation process, language barrier with installers. They could not answer my questions. They were polite and nice, no issue there, as they didn't. There should have been padding put down soon the lower side of the basement, I had called and asked a week before installation. It's probably what they were given by the operations department. -Why is carpet being installed in the evening when the lighting is poor. I even called to let them know they would need lights as it was a basement, and the day of when i found out it was an evening appointment!!! Those poor installers, actually very young men, I am sure were exhausted, and then having to work til almost 7:30 pm. I am assured Empire Today stands behind their products, guarantees and warranties, we will see what they do and say, as I called Customer Service yesterday and sent email today. PROS Customer Service- no problems! , calling local number or toll free numbers. They try and help return calls faster than sales persons, etc. One manager did help me from local office, as well. They should receive bonuses, not an easy job.
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#1075662 Review #1075662 is a subjective opinion of poster.
Tags
  • Installation
Empire Today's reply to:

Empire Today - Terrible company!

This is the worst company with whom I have ever attempted to do business. No one showed up for the scheduled in home estimate. I called 20 minutes before the end of scheduled time at which time the woman with whom I spoke informed me, after an unsuccessful attempt contacting the representative, "he still has 20 minutes, ma'am." At 5 minutes after the scheduled time ended, I called again, and got disconnected. I waited thinking they would call me back. They did not. I called again at which time I got disconnected yet again. Shockingly no one called me back. The third time I called, the woman said, "I'm sorry ma'am. I can offer you $50 off your purchase." As tempting as THAT sounded...I would never enter into a contract with these clowns!
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#1074838 Review #1074838 is a subjective opinion of poster.

Empire Today - Love the guy Paul

Paul was most helpful and courteous to me, he measured my bedroom for a laminated floor, He was very precised and gave me a great quote that I could not turn down. we scheduled a date to put my oak laminated floor and I cannot wait to see the finish product.. I was very pleased with this company and I would recommend them to my family and friends. He even went out to his car to get me samples I could choose from, made recommendations for the floor boards so I went with the white as he had sugggested, Very personable guy and came at the exact time our meeting was scheduled. Thank you very much Jean
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#1073919 Review #1073919 is a subjective opinion of poster.
Pros
  • Honesty
Reason of review
Good customer service
Empire Today's reply to:

Don't Call Empire Today

Do not use Empire Today in the Austin/San Antonio district. This has easily been the worst customer service experience I have ever had. This has been an absolute nightmare. The notes on our account with customer service is probably 5 pages long. We know the GM by first name: Rex Its evident their respective departments do not communicate and work independently to a fault. The Sales department hooks you, Installation sub-contracts at the lowest price, and Customer Service is just a messenger service to the various employees in charge of the customers job. Here is an abridged version: -5 rooms: 2 laminate; 1 tile; 2 carpet (originally laminate). -Paid in full up front. -Scheduled the installation on our honeymoon so the house could be empty for the job; my sister took off work for the install. -Scheduled May 25 and as of July 5, 1 room left -Sales Rep informed us of potential extra installation costs, but contractor quoted $2000 to level floors to install laminate in 2 rooms; if wed been told by the Sales Rep, the individual responsible for quoting the job, that laminate flooring would be significantly more then we wouldve chosen carpet. -1st contractor advised us to cancel the contract with Empire so he could do the job $500 cheaper. Seriously. -Scheduled and rescheduled more than 5 times because Ive lost count -GM Rex plays phone tag. He would call and leave a voicemail at 4:45 P.M. on a Friday, but call back within 10 minutes and Customer Service picks up and directs you to his voicemail. This happened twice. -8 hour windows; lucky if they show up -Wife and sister lost days of income from waiting around for contractors that never showed up -Brought wrong color carpet the first time. -Scheduled one room for July 4th. It seemed odd so we called Customer Service multiple times to confirm the date and time which they verified. The evening of July 3rd, they call to confirm the 5th We are just ready to wash our hands of them and their business. I just want to tell as many people as possible do NOT use Empire Today.
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#1070352 Review #1070352 is a subjective opinion of poster.
Tags
  • Delays
  • Flooring Installation
  • Poor Communication
  • Poorly Trained Staff
Empire Today's reply to:

Empire Today - Awful service and defective product

Just plunked more than $3000 down on new carpet. First time we vacuum the carpet, it snares and pulls up a large thread. Guy who installed it comes out, "fixes" it. Happens again, same response from Empire. Happens a 3rd time, I am promised a call within 24 hours....6 days later no call back. Rude call center employees to boot. NEVER will I use you again. And, I'm going to start telling anyone who will listen how awful my experience has been. Not sure anyone will read this, and if they do that they would care....but on that extremely remote chance, my phone number is 734-634-2943. Why do you have to enter at least 100 words before this platform accepts a person's review?? Seems like another way for your company to dodge feedback from customers.
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#1070055 Review #1070055 is a subjective opinion of poster.

Empire Today - Love them!!

Had a great experience putting laminate floors thru out my home! Price was so good, came on time, workers were very nice & spoke English :-) And it was laid perfectly Done in one day.. Looks wonderful!! Couldn't be more pleased & would highly recommend to others!! I would call them for any flooring I may need in the future. What a great experience they provided. I am so glad I changed from carpet to laminate flooring!. The salesman really took his time with us, and answered all of my questions. The workmen answered even more questions. The laminate is so easy to care for, and always looks great!
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#1069756 Review #1069756 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - Flooring Installation Review

While the flooring looked great upon installation, 4 days after installation, I had water seeping between the tiles in my bathroom. I am very disturbed that Empire claims to have the capability to remove and re-install a bathroom toilet in order to install new flooring in a bathroom, when I am seeing water seeping through the tiles. I would not recommend Empire to anyone.
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#1065623 Review #1065623 is a subjective opinion of poster.
Empire Today's reply to:

SO NO TO EMPIRE TODAY FLOORING

The worst customer service EVER. When I made my appointment to look at samples, they told me they would send 300 carpet and hardwood samples. The sales person arrived with maybe 75 samples of carpet only, 6 products in 12 different colors, and they FORGOT to bring hardwood samples. You are basically forced to make a choice from a very limited selection. Their so called "Half Off" sale is ONE carpet only, which is priced so high that even half off you can't touch it. When the time came for them to install, they called and CONFIRMED my appointment, and then NEVER SHOWED UP. We moved a 3 bedroom house full of furniture and moved my disabled Father to another location for the installation, and they never showed up. When I called to find out what the heck was going on, they said that they had "Left a message" that they were rescheduling me to one month later!! Say NO TO EMPIRE! Buy local... These people have no clue what they are doing, and the only way they are going to improve is if we BOYCOTT them.
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#1065184 Review #1065184 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - Carpet Seams visible and bubbles at seams

I had carpet installed on June 1st and 2nd, 2017, by two different crews. This first crew on June 1 did a bang up job (that's good). However, the second crew didn't properly glue the seams together in order to hide them. All the carpet was the same, no differences in carpet. Also one area is showing a failure to "kick" tight the carpet in order to glue it down. Now, two weeks later, I still have not received a "repair" visit. I called on June 2 to get a repair person to come out, minutes after the installation crew left. Wed would be the first appt. Fine, I said. Wed... no call, no repair guy, so i called, ok, we'll do it on Friday. Friday... no call, no repair guy, so i called customer "no service" again and they told me they were escalating my request and that someone would contact me within 24 hrs. NOT..... Finally, a lady in the Atlanta office called me to set up, yet another, appointment, today 6/15/17, between 8 - 12. Well, at 8:00 am I received the automated call, "you're not as important as you think, so we'll get out there this afternoon", message. So i called and left a message and followed up with an e-mail to the lady who assured me this would be done today. Well, now at 3:33 pm on June 15, no installer has shown up, or called. But the lady did offer to schedule a repair team for Saturday. Saturday, if you can't get out on Wed, Fri, or Thurs, what makes you think they'll show up on a Saturday. The scheduling of the appointments is not the issue, it's the crews not showing up or calling to update you on their estimated arrival time. I've been waiting now 2 weeks to move into our new home, since i don't want to move furniture for the carpet guys, only to continue to wait and be put on a back burner. Pissed... a bit!
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#1061545 Review #1061545 is a subjective opinion of poster.
Tags
  • Carpet Restretching
Empire Today's reply to:

Empire Today - Horrible service, customer service. TRY HOME DEPOT

I had carpet installed on a Monday. The installers left without installing the carpeting on the stairs telling me someone else would return on Tuesday to complete the binding work on the stairs. They also left three rolls of carpet behind in the middle of my living room for the work on the stairs. Four days later, no call. Rolls of carpet are still in my living room. I have called Empire Customer Service every day since Monday requesting a call back and have not received one. Nor has anyone been able to tell me when this job might be complete. I have spent hours on hold and cut off twice.
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#1061406 Review #1061406 is a subjective opinion of poster.
Tags
  • Installation