Empire Today's reply to:

Empire Today - Awful service and defective product

Dear Mr. and Mrs. Michalski,

It’s our goal to provide award-winning customer service before, during and after your installation. We view all customer purchases not only as a one-time event, but as an ongoing partnership.
We understand that we’re currently working with you towards a resolution and look forward to amicably resolving this matter.
Thank you.

-ET Customer Support
ID
#1070055 Review #1070055 is a subjective opinion of poster.
Cons
  • Broken promise
Reason of review
Bad quality
Loss
$3000
Preferred solution
I want the defective carpet replaced.

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.

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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ID
#1069756 Review #1069756 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - Flooring Installation Review

Dear Christine,
At the core of our mission is our commitment to customer satisfaction. We aim to address every customer concern until a solution is reached, and always put our customers first.
We thank you for bringing your concerns to our attention, and assure you that we take matters such as this one very seriously. We’ll be following up with you shortly to further discuss your concerns and start working with you towards a resolution.
Thank you for your patience.
-ET Customer Support
ID
#1065623 Review #1065623 is a subjective opinion of poster.
Reason of review
Bad quality

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.

Empire Today's reply to:

SO NO TO EMPIRE TODAY FLOORING

Dear Nina,
Providing exceptional customer service is our number one priority, and it’s our goal for our customers to have a positive experience from start to finish.
We appreciate you making us aware of your concerns and understand that your order has been cancelled per your request. If you continue to have questions and/or concerns regarding your experience please message us at customersupport@empiretoday.com.
Thank you.
-ET Customer Support
ID
#1065184 Review #1065184 is a subjective opinion of poster.
Pros
  • Saleswoman lilith was great
Cons
  • Made me wait on hold for 34 minutes
  • Rescheduled me one month later without telling me
  • Never showed up to install and never called
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution

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.

Empire Today's reply to:

Empire Today - Carpet Seams visible and bubbles at seams

Dear Tim,
Customer satisfaction is our main priority, and we strive to leave a positive lasting impression from start to finish.
Your concerns are important to us, and we’ll be following up with you shortly to address your concerns.
Thank you.
-ET Customer Support
ID
#1061545 Review #1061545 is a subjective opinion of poster.
Pros
  • Were fast
  • Originally liked salesperson -
Cons
  • Having an actual repair team come fix issue
Reason of review
Warranty issue
Loss
$1140
Preferred solution
Price reduction

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!

Empire Today's reply to:

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

Dear Sheila,

Our mission is to “Make beautiful new floors easy,” for our nationwide customers, and we’re committed to upholding our reputation and achieve our vision to become America’s first and best choice for installed flooring.

We appreciate you making us aware of this matter. We’ll be following up with you soon to discuss your concerns further and start working towards a solution.
Thank you for your patience.
-ET Customer Support
ID
#1061406 Review #1061406 is a subjective opinion of poster.
Cons
  • No show installation
  • Customer service
Reason of review
Poor customer service

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.

Empire Today's reply to:

Empire Today - Nightmare

Dear Ashok,
We view every customer purchase as the start of an ongoing relationship, and strive to leave a positive lasting impression during our sale appointments.
We regret to hear about your experience, and assure you that your concerns are important to us. We’ll review this matter further, and we’ll be in contact with you shortly.
Thank you for your patience.
-ET Customer Support
ID
#1058486 Review #1058486 is a subjective opinion of poster.
Reason of review
Poor customer service

Their ad of 50/50-50 over the Memorial Day was a sham. The first salesperson measured the first floor for wood flooring and left without measuring the second floor.

He claimed that his back was hurting and left. He refused to tell the measurement in terms of sq footage. He stated his estimate was around 9000 + and we could double it for the whole house. Got a follow up call and scheduled the appointment for 6/8/17.

The first question of the salesperson was when do you want it installed and were we ready to sign the deal on that day. Went old him to do the measurements and show us the samples. He showed us the samples and told him If our preference. He refused the share the measurements.

It took more than 20 minutes and quoted the double the estimate of another reputable company. He did not acknowledge the ad of 50-50-50. He upped his estimate by an additional $5600 to remove the wood from the foyer and reinstall it. We questioned the exorbitant quote and he got upset and left by stating that we were not interested in getting the job done.

He refused to give written estimate.

Plan tomfilevwritten complaint with the county and the MD state. A sheer waste of more than 4 hours.

Empire Today - Shopping at Home was so Easy!

I like the fact that Empire Today came into house, brought the samples and discussed everything while they were here. I didn’t have to go get the samples and bring them home and I didn’t have to pay to have them come. I had the multi-color carpets installed in the stairways and the upstairs bedroom. It looks clean and neat. Also, I was extremely pleased with the service when I was buying the carpeting and with the men who came to install the carpeting. Maryann Gordisch
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Testimonial

Empire Today is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1060348 Review #1060348 is a subjective opinion of poster.
Reason of review
Fast order processing
Empire Today's reply to:

Empire Today - Worst home improvement experience of my life

Dear Chris,
Customer satisfaction is a priority for us, and we assure you that we work with our customers from beginning to end in order to address their concerns.
Your feedback is valuable to us, and we’ll be in contact with you shortly to start working towards a solution.
Thank you for your patience.
-ET Customer Support
ID
#1057819 Review #1057819 is a subjective opinion of poster.
Cons
  • Quality of the job
Reason of review
Poor customer service

We had installers come and lay the carpet in our home. We had close to 3,000 square feet of carpeting installed.

Because of the size of the rooms, the carpeting needed to be seemed. We had to have the carpeting installed at two separate times, because my wife had undergone three major surgeries in just over a year. The first floor, stairs and upstairs hallway were done first and then 4 upstairs bedrooms were done less then a year later with the same carpet. When the second installation crew came out I requested that they repair the seems in the downstairs great room.

I had also mentioned this to my salesmen that came out for the carpet purchased for the upstairs as well as the hardwood for the entry way. When the instalers came out for the upstairs they told us that they could not work on the carpet downstairs. They suggested I call customer service. In the mean time I have two big ugly seems in my upstairs master bedroom that are noticable from ten feet.

The installers just like the previous said that the seems would disappear within two months, and they have not. I held off calling customer service to see if the seems upstairs disapeered to save Empire two service calls if the upstairs seems did not disappear. I was told by customer service that the downstairs carpet is out of warranty. I will not live with this carpet looking like this, I will replace it.

I will not buy or recommend Empire to anybody else. In fact I will make sure that I let everybody I know coast to coast through my travels about the experience of dealing with Empire customer service and their warrenties.

Empire Today's reply to:

Empire Today - Terrible Service use Home Depot

Dear Chris,

To us, customers always come first, and we strive to improve our customer experiences each day. We thank you for your feedback and understand that we have spoken to you in regards to your concerns. We’ll continue to follow up until a solution is reached.

Thank you for your patience.
ID
#1056133 Review #1056133 is a subjective opinion of poster.
Reason of review
Poor customer service

Had a scheduled install. Called at 8:30am to verify.

Moved furniture, got a babysitter, changed my schedule etc... Was told installer had picked up the carpet and I was first stop. Called at 11am no call no show. Was told they were on way.

Called ar 2pm. Was told it had been escalated and give them time to arrive. Called at 4pm was told with attitude that what exactly was I calling for since they have until 6pm to arrive. Called back at 6pm and was told the installer was never given the order.

Are you kidding me. Then the customer service rep hangs up on me. I call back and they sit on the phone discussing mango habanero hot sauce from Dominos pizza. Finally ask if they can help and tell me they csn transfer me to cancel the install but thats it.

If I want to reschedule them call Monday.

Terrible service, terrible attitude. Cancelling today a $4,500 carpet install.

Empire Today's reply to:

Empire Today - Worst treatment ever!

Dear Michael,

In order to achieve our vision to become America’s first and best choice for installed flooring, we put forth the values of respect, integrity, teamwork, “customers first,” and the quality results that our brand commands.

We thank you for bringing your concerns to our attention, and we’ll be in contact with you soon to discuss this matter further.

Thank you for your patience.
-ET Customer Support.
ID
#1055535 Review #1055535 is a subjective opinion of poster.
Cons
  • That they did not come the day they were supposed to
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

I will try to keep this story short. I was told by my salesman, Tim Irvine, by phone, text, and email, that I would be a morning installation.

The installer would be there "between 9 and 9:30am." I live 90 minutes away from the job, and I have a 2 year old at home, so I asked my brother to meet the installers to approve of the materials and give them access to the building. I would show up later to approve of the job and write the check. They never showed. At 10am, I called the company.

I was told that I was set for an afternoon appt between 2 and 4pm. I insisted this was not the case. George Johnson, the installation coordinator, looked at the contract and confirmed that I had a morning install, but there was nothing he could do to remedy the situation. I asked my 75 year old mother to go wait for the installer at 2pm.

I would show up later to pay for the work, when my wife got home to care for the baby. At 4pm, when no-one had shown up, nor called, I told my mother to just leave. Later, someone from Empire called to tell me that the installer would not be showing up. My day was wasted.

My Mother's day was wasted. My brother was an hour late to get to work. Customer service is non existent, or just terrible. No communication between sales and install department.

No communication between company and customers.

My business is clearly not important to your company. I will spread the word to all my friends, fellow landlords, and other contractors that I work with...Empire treat their customers like dirt!!!!!!

Empire Today's reply to:

Empire Today - Not reliable

Dear Jody,
We are committed to consistently providing our customers with the best quality service nationwide, and view every customer purchase not as a one-time event, but as the beginning of an ongoing partnership.

We thank you for being a repeat customer, and assure you that your concerns are important to us. We will be following up with you shortly to address your concerns.
Thank you for your patience.
-ET Customer Support
ID
#1054606 Review #1054606 is a subjective opinion of poster.
Cons
  • Not reliable
Reason of review
Poor customer service

I made an appointment with empire and 15 min before the window was up they called me to tell me they would be an hour late. I had to get to work.

tried to reschedule but nothing available for days and since this is a rental that I was waiting at, I needed to get it done. told them I would wait. waited an additional hour and a half with no one showing up. called to find out what was going on and was told I rescheduled.

total ***. This is the second time this has happened with them over the past few years.

Customer service rude and couldn't care less. This must happen all the time.

Empire Today - Great Prices, Incredible Service

I called several places, but Empire Today was the only one that talked to me on a Saturday afternoon and scheduled a person to come out Monday. Everybody else waited until Monday or Tuesday to even call me back. I had hardwood installed in my master bedroom. It was in our price range and they could do it in the timeframe that we needed. The color is great and they're easy upkeep. They're better than my original hardwood in the rest of my house and they were factory finished unlike the others. The people we worked with were very professional and the guys that came in were very nice and worked on what they needed to do and got it done. It was a good experience. A lot of times when you're putting in hardwood, you have insulation under it, but our garage doesn’t have any. Naturally if you're putting in hardwood and you're putting in nails, there were splinters everywhere, and I showed that to the installer. But he said, “No problem. We can still sweep this. We'll clean it up before we leave.” And they did. Vicky Shotts
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Testimonial

Empire Today is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1060349 Review #1060349 is a subjective opinion of poster.
Reason of review
Good quality
Empire Today's reply to:

Empire Today - The worst Flooring Company in Monterey/Santa Cruz County I have Encountered

Dear Paul,

We are dedicated to achieving our vision of becoming America’s first and best choice for installed flooring. This vision could not be possible without customers like you, therefore our goal is to ensure that all customer concerns get addressed.

We appreciate you making us aware of your experience, and we’ll be following up with you shortly to start working towards a resolution.
Thank you for your patience.

-ET Customer Support
ID
#1052081 Review #1052081 is a subjective opinion of poster.
Cons
  • Not accountability broken promises waste my time twice
  • Idiots
  • No corporate oversite
Reason of review
Poor customer service
Loss
$200
Preferred solution
Full refund

It would appear that the main reason Empire Today runs all of those TV and Radio commercials is to attract more customers than they scare away?? In my case I wanted to schedule an estimate.

All of the other floor companies would send a person to do the measurements, then a follow up meeting to review the different product options. I work +50 miles from my house. I have a key lock box with an alarm system that can be turned off with my cell phone. Empire would not schedule an appointment unless I was there.

So we scheduled on the weekend. The sent numerous emails and text message reminders. The day of the appointment, the sales person was a no show. I called and was told he was sick and could not make it, but no call.

The next week same thing, an appointment that they never showed up at or called. When I call, I was told that inspite of all of the emails and text messages, the "sales manager did not assign a representative to my appointment" They lied. This is actually a good sign. I would assume that if I hired them, this apparent corporate culture of wasting the time of potential customer, would only blossom if I was an actual customer??

Good thing I did not need to find out too late in the game. Consider your options......RUN AWAY!!!!!

Empire Today's reply to:

Empire Today - Carpet Metal Trim Installation

Dear Sara,
Our mission is to “Make beautiful new floors easy,” for our nationwide customers. At our core are the values of respect, integrity, teamwork, “customers first,” and the quality results that our brand commands.

We appreciate you making us aware of this matter. We’ll be following up with you soon to discuss your concerns further and start working towards a solution.
Thank you for your patience.
-ET Customer Support
ID
#1050500 Review #1050500 is a subjective opinion of poster.
Reason of review
Warranty issue
Preferred solution
Fix all of the trim

Empire did a beautiful job installing the carpet but did a hideous job on the metal trim at the doorways and refused to correct the install. They offer one year installation workmanship warranty but don't stand behind it.

Would not recommend Empire to anyone. They don't return phone calls to people that place complaints with them. I have called numerous times and have spoken to many different people yet nobody wants to help correct this situation.

The installers should include on their team someone who has the knowledge of installing metal trim at the doorways since every house has interior doorways. Completely unprofessional trim work.