Empire Today's reply to:

Empire Today Incompetent Installation

Although your post is from a couple of years ago, I would like to apologize for your past experience with our carpet installation. We know our customers’ time is valuable and we want to make the installation process as hassle-free as possible. We realize how frustrating it must have been at the time to have installers come back several times to get a job done correctly that should have been done to your satisfaction the first time. We are continually trying to find ways to reach out to our customers. We know some time has passed, but would still like the opportunity to follow back with you and the installers involved. If you feel like still reaching out to us, please feel free to email me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#128309 Review #128309 is a subjective opinion of poster.
Service
Empire Today Installation

I chose Empire because of the "next day installation" and they matched the Lowe's price. What I didn't know was the poor quality of their installation crews.

I was having a whole house replacement, they chose to do the lower level first. They completed this in about 3 hours. I came home to find closet doors not reinstalled, the track doors guides missing , radiator covers not reinstalled and AC vents just put back in place and not fastened. In one closet the never bothered to secure the carpet to the tack strips and the seams were horrible.

They left saying "its cutting into my golf time" and didn't even bother to clean up after themselves, just swept debris into my finished basement.

The second day the foreman called saying he'd be late, when he arrived he aboslutely reeked of marijuana. He did one carpet seam that was hideous and spent the rest of the day saying he had to do something else leaving two inexperienced carpet layers to finish the job. 13 hours later they got done, still left a mess and the workmanship was totally unsatisfactory. I'm on the 5th week of trying to get my carpet installed correctly, and the 3rd attempt to get the stairs right.

If you are thinking about buying from them make sure you get certified installers and you have plenty of time on your hands to deal with all the corrections you'll need to have done. They may get it right in the end, but its just not worth the hassle.

Empire Today's reply to:

EMPIRE IS A POOR QUALITY COMPANY WOW!

I have read your post from 2008 and apologize for the problems you experienced with your carpet. If there are any issues that arise with the quality of the product or the installation, we want to hear about them and work with the customer to provide a resolution. As we are continuing to work on growing our customer service, we still would like assist you in any way we can. We know some time has passed, but if you are still interested, please contact me via email at customersupport@empiretoday.com or call me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
ID
#127806 Review #127806 is a subjective opinion of poster.

I called empire for a carpet quote...the salesman was 2 hours late...he offered me 3 rooms of carpet

for 2600.00...then immediatley said a today only special for 1700.00....my wife said yes...only to findout that this was the original price and salesman marked way up to see if we would ***.

I have had the carpet now since march and the carpet is matting in the living room and the seams are starting to show in the dining room...i can't believe a carpet could have issues in 3 months.

This whole experience has been pathetic,i wish i would have checked the complaint section before i purchased to see the amount of mishaps that

Empire has had....I am very disappointed.

Andrew

Chicago,il

1 comment
#31138

Carpet is stioll sheding after 30 days. Empire sent a carpet inspector that said the carpet is fine. I had carpet before and this has never happened.

remedy to this problem needed.

ecrainey@charter.net

Empire Today's reply to:

Bad carpet and customer service

Although your post is from 2008, I would like the opportunity to speak with you regarding your problems with your carpet and any issues you had regarding our professional installation. We are continually working to improve our customer service and if you are still interested, we would be happy to work with you to make things right. Please feel free to email us at customersupport@empiretoday.com or call me directly at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#127543 Review #127543 is a subjective opinion of poster.

8 months ago I had Empire install new carpeting in my home. While the installers were here I told them that I could see all the seams.

They said that as I vacuumed they would disappear. They have been here several times and tell me that it is normal. The carpet is matted down and looks like it has been here for years. They sent an installer here two weeks ago and he said that the seams were not right and that they had to contact the manufacturer to see if they had the same dye lot.

Someone would call me in 1 to 3 days. I still have not received a call. The carpet looks horrible.

I am very unhappy with the carpet and the service. All I get is a run around

Empire Today's reply to:

Do not use EMPIRE! Over priced!

It has been two years since your post, but I apologize you were not satisfied with your Empire Today experience at the time. Our sales representatives work with each customer to understand their needs and ensure they are provided the right products at the right price. I know some time has elapsed, but I would still like the opportunity to speak with you directly about the concerns you have with our company and the fully installed price of your laminate flooring. I can be reached directly at mmichalek@empiretoday.com or via phone at 888-588-2315 ext. 5560. Marlo Michalek, Vice President Marketing
ID
#127067 Review #127067 is a subjective opinion of poster.
Loss
$3500

Completely dissatisfied!!! Paid too much compared to competitor pricing.

The sales rep- guaranteed that this was the best price that was out there. What a lie!!! Other companies charge almost $3,000 less!! Then they won't match OR take care of you in anyway.

They did however call me back when they stated they would but it was for nothing. They wouldn't give me a detailed bill with included the individual breakdown of laminate per square foot, sub-floor, labor, etc... They stated that they only dealt with package rates! Corporate office pretty much said that there is nothing they can do!

Don’t use them!!! Complete rip-off!!!

1 comment
#29893

I worked at Home Depot and Lowe's.

Prices at ET are higher due to unique approach of installing carpet next day. HD and Low'es only have 5-10 mostly ugly brown carpets in-stock.

Installation beginns no sooner than 1 month after you pay for install.

Empire Today's reply to:

POOR INSTALLS DONE BY EMPIRE BY FOREIGNERS!!!!

Empire hires professional installers that are all qualified and experienced independent contractors. Although your post is from 2008, I would like the opportunity to speak with you directly about your concerns with our company. I can be reached directly at mmichalek@empiretoday.com or via phone at 888-588-2315 ext. 5560. Marlo Michalek, Vice President Marketing
ID
#125919 Review #125919 is a subjective opinion of poster.

as a former installer for EMPIRE-i personally saw that their work quality is inferior....most crews that come to your home in the tampa, florida area are van loads of NON ENGLISH speaking Mexicans that DON'T know their head from their ... to do flooring!

you'll be lucky to get a crew to come out thats NOT under 4-5 taco choakers that cant even communicate with YOU!! ludicrous. the jobs i went behind these crews on to "fix" their so-called mistakes were always OBVIOUS mistakes that any real INSTALLER doesn't make!!!

always wise to TRULY SHOP AROUND for true unstallers! thanks.

10 comments
#93318

I am half latino and german. Though I find this complaint to be in poor taste.

This man is right about whom for the majority is hired by this company. They don't hire the most qualified or the hardest workers. They hire those who will work for a small fraction of what the actual labor value is, which happens to be illegals or those working on a work visa. The reason you are seeing so many complaints on a board like this is because of the fact that working hard and doing things right are to different things.

I have been in my line of work over twelve years and have not had one call back or redo. I also went through an apprenticship and install strictly to the specifciations established with a high standard of installation. The truth of the matter is this, places like empire are well known among the professionals as being bottom barrel with their products and installers. I had a representive of empire solicit me after seeing my portfolio online and after I found out what they wanted to pay me a as a subcontractor, my helper would of been making more than me.

If you want quality service then hire quality contractors. You do get what you pay for!

#64695

Called and said they would come today

to install carpet, have never showed

up I now have a mess of "stuff" all over my apartment and have to put everything back. I don't feel I am a racist either but this foreigner called and said he was coming Ha ha. Still waiting. Have to

be done here by five fat chance anything it going to be done today.

I now have to start over again.

#54664

Taco Choakers? Is that like Taco Chokers?

I think that you should check your spelling and grammar before you attack someone's inability to speak English. Plus, in FL, the installers are most likely Puerto Rican or El Salvadorian, not Mexican.

Mexicans prefer CA and TX. I, personally, had a very good experience with Empire and my foreign installers (wherever they came from).

#54663

Taco Choakers? Is that like Taco Chokers?

I think that you should check your spelling and grammar before you attack someone's inability to speak English. Plus, in FL, the installers are most likely Puerto Rican or El Salvadorian, not Mexican.

Mexicans prefer CA and TX. I, personally, had a very good experience with Empire and my foreign installers (wherever they came from).

#54331

I am absolutely disgusted by whoever wrote this comment and some of the responses (American). It is obvious that the people who make such comments are in no way better or smarter than "those Mexicans".

Please get an education, some information, and make smarter comments that don't make you look like an ignorant fool.

Thanks! By the way I am a Mexican who chokes on tacos, who has a Ph.D.

#36923

Or maybe he is just tired of people who should not even be here doing inferior work and not paying taxes

#34339

Why would anyone take your comments or advice seriously when you include racist comments? So what if the person doesn't speak English?

Speaking English does not ensure quality. I assume (and I don't like making assumptions) that you would have been more comfortable with "a white English speaking person" performing the installations. Preferably a Union employee? Because we all know how talented and smart those people are.

Well if the unions were not demanding ridiculous wages for jobs that don't merit that type of compensation then perhaps these "Mexicans" would not be there. Minorities are willing to do what it takes to earn a decent living unlike white Americans who feel like they are owed something or just to *** good and arrogant to do something.

#33090

Okay pissed customer, well then tell some of your lazy 'american' friends to do the job, I don't think they would work that hard for that amount of pay, so stop complaining racist ***

#31986

yeah, sounds like a ***.

Taco Choakers? I love tacos dammit.

and I'm half hispanic.

You should call me taco choaker and

i'll call you guy-in-hospital.

#29849

this pissed customer seems to be a racist as well.

View more comments (9)
Empire Today's reply to:

Empire Today - Do Not Buy their flooring

We are continually trying to improve on our customer service. We recently read your post from a couple of years ago and truly apologize for the problems you have experienced with your flooring and installation during that time. Empire stands behind our products and we want to learn more about your concerns and work to provide you a resolution. I would like the opportunity to review the situation with you. If you are still interested in reaching out to us, you can contact me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#125400 Review #125400 is a subjective opinion of poster.
Loss
$2

Empire Today claims they have low factory prices, They are among the highest prices! Their Cherry laminate flooring looks incredibly cheap. My vacuum's wheels scratch the floor, a cup fell out of the dishwasher and it chipped, and now is has started to warp.

Their customer service clown admitted that their prices are high because they have next day service and move furniture. We had them come a week later and all they had to do was roll the refrigerator out, yet they still charged us for the services.

We were going to have them do our upstairs carpet, for $4,470, we cancelled after we saw the shoddy floor material and their lame installation, and had Home Depot do it for $1,800.

I have posted complaints on their EmpireBlog and all that shows up are 'Empire is great' raves, for some reason my blogs don't show up. They don't answer my requests as to why.

6 comments
#70044

I too had a terrible experience with Empire Today. A 3 to 5 day installation (time frame quoted by sales person) took a month and a half.

If anyone interested, I will come back and go into the details of my ordeal. In the mean time, I would recommend you tell all of your friends and family to stay away from Empire Today!

If you have a neighbor or coworker you do not like, go ahead and recommend Empire Today to them! :grin

#52467

I too had laminate installed. Brazillian Cherry.

They claimed it was water-resistant and good for use in the kitchen, but they lied. It soaks up water spills like a sponge and it is now ruined!

#24562

I was just trying to sell my home and move down south near my daughter. I thought the kitchen would look better with a new floor.

It looks worse now. Two of the five couples who looked at my house made comments specifically about the kitchen floor!

One couple said it felt 'spongey' and looked cheap.

The other couple thought it was linoleum.

It's NOT Brazilian Cherry.

It's NOT EVEN REAL WOOD!

I thought I was buying a wood laminate. You can see perfectly identical "boards" throughout the floor. Never, ever buy from them.

#22738

:x I also got a laminate floor in my kitchen and hallway. It is coming up in the kitchen and we called and they sent out the installers who said they could replace the area for $300.00.

The guy who sold us the floor said it wouldn't scratch and it did! Not great to deal with. Yes they will install next day and after that you are on your own!

LIES, LIES, LIES. That is what our sales man told us!!!

#19083

I had a similar experience. I wish I knew how to to send a similar message.

I'm just not computer literate enough.

These people have to be stopped. All I see is comments on how they are one of the top advertisers in the country.

So what? That doesn't make them good!

#19003

I am so glad I came and checked out these comments, on empire's website there is nothing but good reviews. My husband and I will keep looking. Thanks

View more comments (5)
Empire Today's reply to:

Former Independent Contractor Not Paid

We have recently read your post from 2008 and although some time has elapsed, we would like to address any concerns you have with our company. Empire has been the leading provider of installed home improvements and home furnishings for over 50 years Empire Today has been a leading provider of installed home improvements and home furnishings for Over 50 Years. We provide quality, name-brand products to our customers across the United States. If you are interested in reaching out to us, you can email me at gcielocha@empiretoday.com or contact me via phone at 888-588-2315 ext. 3369. Gina Cielocha, Marketing & Communications Manager
ID
#125053 Review #125053 is a subjective opinion of poster.
Loss
$500

I recently left Empire and wasn't paid around $500 commission owed. I concur exactly with what another ex-contractor said in that they are a complete rip-off (whatever the market will bear).

They bury finance costs, area rugs, and whatever else they can get away with so I left with some of my dignity intact.

Stay far away from this company as they are nothing but an advertising jingle with low quality polyester carpet that they sell at nylon prices. If they won't even pay former contractors what their owed do you think they care about the customer?

2 comments
#19241

:( A former contractor myself, the law ought to look into some of the scams & rip-offs; I think they would find their business practices very interesting. Half-Off Sale?

Half off of what? There is not enough room here to list, but take it from someone that was on the "inside", run, don't walk, away from Empire Today.

#19092

freinds and me work for them many tims pay somtim not pay lotta tim\

lotta bad

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

Empire today tampa

Andres, thank you for posting and sharing your positive experience about your Empire flooring installation. Customer satisfaction is important to us. Any customers with questions or concerns, we encourage to call 800-588-2300 or visit our website at www.empiretoday.com to speak with our customer service team. If you have any further questions, you can follow back with me by email at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
ID
#123252 Review #123252 is a subjective opinion of poster.
Loss
$17000

I'm really surprised with the complaints, we did our hardwood floors with empire today back in 2006 and the floor is looking like new, we are really pleased but any ways I learn that the people that is not happy with this company they can also look on the NWFA.ORG for professional installers and companies they also provided really good service or if you already went through empire today and you have any problems try to deal with the local phone number instead of the 588 2300 because they probably can resolve your problem faster the local number you can find that in the yellow pages under empire today or the carpet shop

Empire Today's reply to:

Empire rip off

I have read your post from 2008 and I apologize that you were not satisfied with your in-home appointment at that time. There are many factors that go into our fully installed price including the product cost, padding, sales, floor preparation, square footage of the area, moving of furniture, etc. Although some time has passed, we are always looking to improve our service. If you are still interested in reaching out to us, we are willing to follow back with you. Please feel free to email me at customersupport@empiretoday.com or contact me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
ID
#123034 Review #123034 is a subjective opinion of poster.

I had Empire Carpet come to my house and the slick salesman told me I needed 200+square yards and he then quoted me a price of 10,000 dollars.

The same Shaw carpet cost me 3,800 at Home Depot for 160 square yards. My savings are paying for my daughter's first year of college.

Empire advertised 50% off, the salesman didn't even bring that carpet in the house because of the poor quality. He then told me that another company would charge me 13,500 for the carpet and proceded to tell me how he would save me 3,500 dollars.

3 comments
#19245

Hmm...I'll bet "Joe" (above) is an Empire installer. One bag of chips short of a sack lunch.

#19090

Dearest Clueless Joe,

Who wrote this?

One of Empire Todays' installers????

They spell just like they install, ***

Go, buy it from them. I double-dog dare you!!

You'll be back here in a month, with the rest of us!

musicmover

#18916

:) , hey guys i have had empite come to my house on 3 different ocasions. They have always done great work.

Yes they do have some carpets that are 50% off, and maynot be their top line of carpet, but that is still a great deal for that carpet. You usually can go to Home Depote or Lowels and get it cheaper and I GUARANTEE that Lowes and Home depote are ALWAYS gone be a little cheaper, but their quality of instilation SUCKs and their custumer service SUCKS. So if you want a good instilation and GREAT custumer service go with Empire today, they might not always be the lowest price but they will work with you to get it where you need it, and the instillation is great. Sometimes in life it pays to pay a slight premium on a better instillation and better custumer service, than it does to cut costs on everything and go with the cheapest company.Cuz if you always go cheapest you will get CHEAP on everything, service, quality and value.

so do the right thing and get a good value, unless you are one of those grumpy people that is always trying to save a buck and thinks that everyone is out to rip them off. I bet you are like that because you keep trying to save a buck and you keep getting riped off on quality and service and no one wants to give you waranties or guaranties b./c you keep going with the cheapest *** carpet or hard wood floors comapany you can get and now you are bitter b/c you have gotten bad service from everyone you do buisness with b/c you always get the cheapest low cost everything you can get your hands on dummy.

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

Empire Today Does not Pay thier Sales People

As a member of Empire’s sales management team, I am happy to talk to you about any concerns you had while working as a former employee. All of our sales people are independent contractors and strive to deliver world-class service to our customers. Empire Today holds every qualified sales representative to the highest standards so they can work with each customer and help them find the right products that best fit their needs and budget. Because every appointment is different and varies in size, sales representatives are provided with all the necessary tools to measure and price jobs accurately. Since Empire offers customers a wide selection of products ranging from Carpet, Laminate, Hardwood, Ceramic to Window Treatments, pricing is established by the style and quality of the product chosen. We also have a price guarantee program with certain conditions - if a customer finds a lower price on a comparable product and installation, Empire will beat that price. Please contact me if you would like to discuss your post. I can be reached at pressrelations@empiretody.com or 847-583-5248. Rick Boysen, Director of Sales
ID
#121779 Review #121779 is a subjective opinion of poster.
Loss
$3000

I worked for Empire Today for several years. In the last couple years it has been hard to get paid for the jobs you sell.

When a sales person comes out to your home, they are given a price range that they are allowed to charge. The sales person may be able to charge $24-$50 a yard. If you get a salesperson that can really sell you may pay more than 2x more then the people next door. Now the salespeople have to sell area rugs. It they don't sell a certain amount a week they are not given work the following week. The salesperson is taught how to charge for the area rug and make the customer think they are getting it for free. You can get the same area rug at Lams plus for a lot less.

When they do thier 50% sale it is only on 2 carpets; the cheapest carpet. They pay only about $4 a yard so when they have the sale you are only saving $2 a yard. For example you might pay $26 a yard vs. $24 a yard. The sales person is only allow to charge you $24-$50 a yard. There is really no sale.

The reason why Empire always miss thier appointments is that they only give appointments to the salespeople that are selling over 50%. So a saleperson may have my 6-8 appointments a day where they can not get to everyone and another salesperson is sitting at home with nothing to do. One of the general managers said at a sales meeting he would rather us miss the appointment (he used the word "burn) then give it to someone who is not selling at 50%. That is why they miss several appointments.

When a salesperson finally leave Empire makes up every excuse not to pay them. I had some sales that they gave to someone else. Salespeople have left the company being owe $1000-$5000 and they never pay them. They can't file a small claims because they don't register in the state and small claims will not let you file a case that is out of state unless it is an auto accident or tennat/landlord problem. You can't go to the labor board because you are an indepentant contractor. Since the sales people are i.c. Empire does not have to pay unemployment taxes or benefits. If salespeople are fired they can ot collect unemployment. If Empire goes through 1000 sales people a year(which is a very low count) and don't pay $2000 to each of them they are saving $2,000,000 a year.

Please don't do business with them.

4 comments
#19396

Areyoudone, you had better quit looking at the complaints and feeling you need to protect Empire Today. Obviously, you are a manager there. Only an Empire manager would be so disrespectful & condescending as to suggest someone go run a daycare, instead. You had better spend your time hiring an attorney, & getting your testimony straight for when you are named in the class-action lawsuit. It's yours & Empire's attitudes towards both the customers, and those you expect to go out & rip off the public so you can make your bonus, that brings on the types of complaints you are reading here (& elsewhere).

There are, and have been, good people that go out repeating what they were told to say during their "training", only to find out, in time, that they are representing a truly disreputable company. Empire, and you, knows this. In fact, one of your own superiors has said that it takes an independent contractor about 9 months to find out what a bunch of thieves you all are. That's why the "training" class is constantly full of new recruits.

Like I said, your time would be better spent recalling your comments in the past, and whom might have heard them. There's a *** storm brewing out there, and it's coming your way!

#15672

Areyoudone. You must be one of the sales managers, maybe the one that wants to burn the customers.

It sounds like you work for them. I heard that they hired 20 people and in less than 6 weeks there was one 1 left. I also heard there is a class action lawsuit with at least 200 people already signed up. I don't know if it has been filed yet or not.

They also have employees that only job is to search the internet for bad PR and try to get rid of it. You might be one of them

#14286

Nice, but the guy is right. I worked in accounting at Empire for about year. What ever they could do to screw anyone out of money, they will!!

#13473

Let me get this straight. You want to claim Empire uses contractors to sell products, over price products, give salesmen a range they can charge, and then say how you worked for them for years...all in the same breath you want the same people you are claiming get ripped off (by you in fact while working for them) to feel sorry for you?Empire pays what is owed to contractors- current or ex reps.

Sounds to me like you couldn\'t close your leads and your sales manager was smart enough to stop giving you any. I would recommend running a daycare.

View more comments (3)
Empire Today's reply to:

Empire Today has BAD CUSTOMER SERVICE!

Estella, based on the details you provided we were able to locate your information and can see that you did cancel your appointment after your experience on the phone with our sales representative. Although some time has elapsed, I would like to truly apologize that they were not able to satisfy your concerns and questions prior to the date of your appointment. At Empire, we are dedicated to providing our customers with world-class service throughout their experience and customer satisfaction is extremely important to us. Although it has been some time, I would like the opportunity to speak with you about your experience. 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. Rebekah Clerk, National Customer Service Manager
ID
#121628 Review #121628 is a subjective opinion of poster.

BAD CUSTOMER SERVICE! I called and spoke to their representative named William.

I scheduled the appt and then proceeded to ask questions about the company. He became very rude and sarcastic. Stated he did not understand why I was asking questions about them. Then I asked if the representative that would come out to my home would have samples of carpet and give me final quote and he responded very sarcastic "That's why you have an appt".

I asked him why he was so annoyed with my questions and he said he did not understand why I was asking questions and I should ask the representative at the appt.

I told him that I just needed a little more info and I would like to have an idea of what to expect so I told him to cancel my appt. I am GLAD I did not do business with this company after reading all the complaints on so many websites!!!!!!!!!!

2 comments
#15281

:zzz WOW,,,it looks like all the negative comments here are automatically responded to by COMPANY RESPONSE. So far I have seen the same pat answer.

Looks like they like giving people the ol' run-a-round! :zzz

#13557

Thank you for brining your concerns to the attention of Empire. We are dedicated to providing world-class customer service to every customer.

We are currently looking into the concerns mentioned in your post.

We will contact you within the next three business days. Please feel free to contact us at CustomerSupport@empiretoday.com for further assistance.

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

Don't Use Empire Today for Flooring

I apologize for your frustration with your installation experience and with our customer service. While we were not able to find your contact information from your post, we see that we were working with you. Although it has been a couple of years since this time, we would like to follow back with you and make sure you have been taken care of. Please contact me by email at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
ID
#121264 Review #121264 is a subjective opinion of poster.
Product
Empire Today Flooring

I had Empire Today install multiple flooring -- in one day. In summary, it was unprofessional, lacked any craftsmanship and frustrating due to the lack of their ability to speak English.

Unfortunately my attempts to correct any of the multitude of discrepancies were ignored. What I found funny about the entire matter was that Empire Today (i.e., a representative named Natalie) actually sent out a “crew” within a few days of my initial complaint. They arrived after 6:30 PM, were almost two hours late and unapologetic. They had no idea of the extent of the work required and I showed them all the discrepancies (e.g., hardwood flooring, laminate flooring, punctured heating system, trash, etc.).

The head of the crew was actually embarrassed, took pictures of all the discrepancies, stated they were unprepared to undertake the extensive repairs and said he would inform the “local office” to have them reschedule. I asked when I would hear from someone and he said tomorrow. Needless to say I heard from no one. After another week I called Al Rivera, a sales manager, at the “local office” and explained what happened.

He stated that he would “look into it and call right back.” He never called back. After another week I spoke with Natalie again and she promised to “look into it and call right back.” She never called back. After surfing the internet and reading the complaints, I realized I was taken by Empire Today and they were just another “high-pitch-sales and no service” company. I gave up on any expectation of Empire Today making things right.

Since I’m a disabled military veteran existing on disability, I had to pay someone else to fix all (i.e., those that could be fixed) these unexpected and unwarranted flooring issues. I paid for my mistake with the selection of Empire Today. However, I felt compelled to follow-up with a testimonial on the Empire Today web page. As expected it wasn’t a positive endorsement.

Within hours I was called by the “corporate office” (i.e., a representative named Helen). She told me she would ask about recompense. The next day she called me and said the “regional office” was “looking into it.” Helen called back the next day and stated that Empire Today would only pay for the trash removal and not the flooring discrepancies – since I paid cash and had no “paperwork”. I requested that she have the “regional office” manager call me and explain why Empire Today did nothing to correct THEIR mistakes for over six weeks.

She said she would pass on the request. Within hours Tim Sherwin, the “regional office” manager called back. Our first conversation wasn’t positive – he attacked my integrity, was condescending, attempted to belittle me and was certainly uninformed. He kept referring to my “alleged” discrepancies and I told him to look at the pictures “his” crew took before he said “alleged” again.

Tim Sherwin called back the next day and his attitude was even worse. I found it odd because he still hadn’t looked at the pictures his own company took. I found him arrogant and disrespectful as well as uninformed and told him so.

He said he would “look into it and call sometime next week.” I told him I was very disappointed with the way I was treated and being treated by Empire Today and was going to inform his endorsers, sponsors and potential buyers of my experience. His response, “do whatever you want to do.” MY ADVISE – DON’T USE EMPIRE TODAY.

5 comments
#43085

dont use them they put they show you one wood and put another. They put the wrong one in our house.

I am so sad. They havent called to tell me how they will fix it . They stained my couch with black oil. The did a *** job on the corners.

I t is distasteful. we are stuck with wood we dont like in our house :cry :cry :cry :cry

#19094

Mr. Company Response,

'Thank you for brining your concerns'? :?

Brining :? :?

Your email address is protected because you don't won't to communicate with anyone.

#17184

Thanks so much for your comments as I've seen more than enough to change my mine about doing business with Empire Today.They advertise all over TEXAS and I was just about to call them. I just so happen to look them up and so this website and boy am I glad.

I will proceed to Home Depot where I know for sure I will get quality work as well as good customer service.

I have used them before. Again, Thanks alot and I hope the millions of people use this site and refuse to use them will put them out of business.

#15277

:eek WOW! Thank you for informing someone like me who WAS going to call Empire but definitely AM NOT going to now!

Thank goodness I checked into the testimonials.

I tend to believe the negative ones. The company can certainly write all the positive ones they want but only negative ones come from real people that did not get what they paid for!

#13558

Thank you for brining your concerns to the attention of Empire Today. Empire Today is dedicated to providing world-class customer service to every customer.

We are currently looking into the concerns mentioned in your post. Please feel free to contact us at CustomerSupport@empiretoday.com for further assistance.

View more comments (4)
Empire Today's reply to:

Empire Today. Huge Rip off!

Amber, I have read your post from 2008 and apologize that you were not satisfied with your in-home appointment and our fully installed pricing. There are several things that go into our fully installed price including the product cost, padding, sales, floor preparation, square footage of the area, moving of furniture, etc. As well, the pricing may vary depending on our current sale or promotion. Customer satisfaction is extremely important to us and although some time has elapsed, we would like to hear more about your experience and address any further questions or concerns you may have. If you still feel like reaching out to us, please feel free to email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. I look forward to hearing from you. Rebekah Clerk, National Customer Service Manager
ID
#120724 Review #120724 is a subjective opinion of poster.
Service
Empire Today Estimate
Loss
$2

My husband and I just bought a home, We mistakenly both made appts with Empire for new carpet and hardwood floors, with us working we failed to mention that we had both made appts for estimates on seperate days. I had my rep come on a Wed.

She looked and measured my kids, smaller rooms and gave me an estimate of $2,600. Meanwhile I had another local carpet place give me an estimate of $1,300 the week before. I told her this and she, without even thinking, changed her price to match. I asked her about laminates for the hard woods while she was there and she said it would be 5 to 6 thousand.

Well, Saturday came and my husband was at the house before me (we have been repairing so we dont live there yet) and when I arrived he said he had forgotten to cancel his appt with Empire after he realize I had one on Wed. So he felt bad and let the guy do his thing and give a quote.... Well.... This guys price was 1,300 for carpet and 2,300 for the laminates!!!

Are you kidding?! What kind of BS scam are they running?

11 comments
#202259

I want to thank all of you for posting the information on Empire Today. I have an interview later on and now I am thinking twice about going.

#96114

:( I was a little baffled at the quote of $15,000 from the salesman for 800 sq feet of engineered wood. Even the best quality real wood would have been cheaper. I understand that the salesman are trying to make a living, but no one will be getting rich off of me...I can take my business to a Lowes or Home Depot.

#78425

My husband and i bought carpet upstairs and down most terrible experince we have ever had carpet came wrong color we have stairway carpet was to match downstairs no way so they had to replace carpet. rush job means no quality work if we ever have to change again would hire someone with no next day service.Save your money hire someone that stands behind there work and want change quote.

#29140

'in the know,' you are obviously 'out of it.' sounds like these guys/gals are independent contractors on commission. he actually gave the second guy a chance to sell!

and looks like he had the better price. the way i see it, it's like going to two different stores, especially when the first sales person jacked the price up so high then just chopped it. if that's the game, then there was probably even more room for negotiation with the second guy -- CALL IN A THIRD! after searching, however, it seems empire is a rip.

i'll continue to do my own shopping and hire someone to do my installation.

home depot can have good prices, but they jack up the price of installation big time. buy there and call an independent installer.

#16463

all flooring companies are rip offs. if you want to save money on your floors.

call me ,in michigan, at 1-810-614-5417. you will save and get quality service.

#15292

WOW,,,,after reading more and more of all these negative reviews and sharing them with my husband I finally convinced him we are not going to use EMPIRE!

THANK YOU for posting!!

#14368

how was he wasting the 2nd salespersons time when the 2nd salesman quoted him thousands less the 2nd time? Sounds like most Empire sales reps are jacking up the price to raise thier commision.

#13560

Thank you for brining your concerns to the attention of Empire. We are dedicated to providing world-class customer service to every customer.

Unfortunately, we are unable to reference your account with the name provided on this website.

We would like to work with you to resolve your concerns. Please contact us at CustomerSupport@empiretoday.com for further assistance.

#13448

Empire does treat their employees and independent contractors like trash. They did lay off a lot of people right before Christmas.

Yes, you can go to 5 different sales people from Empire and get 5 different prices. If the customer does not buy from the salesman he gets in trouble.

#12292

Empire treats all of there employees like trash. They don't even pay there employees enough to get by.

I remember chatting a worker and shemstated that the company cut back everyones hours and that she was denied a promotion 3 times and has worked for the company for about four years. Empire laid there Home Improvement workers off back in December so that the hire ups can make more money.

View more comments (10)
Empire Today's reply to:

Empire Carpet

Dana, I have read you post from 2008 and reviewed your account history with our customer service. It appears we tried to contact you back in 2008, but were not able to reach you. I apologize that you were not satisfied with the installation of your carpet. Customer satisfaction is extremely important to us. I know it has been some time, but we are willing to work with you. If you are still interesting in reaching out to us, you can email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#120198 Review #120198 is a subjective opinion of poster.
Loss
$3000

I hired Empire Carpet, a national company, to install carpet at our home. The commercial on TV shows uniformed men installing the carpet, and the salesmen who sold the carpet was very nice.

The 2 men who came out were a very different story. The dressed as the hadn't showered in days, they reeked of pot, they were late, they peed in my driveway and they took a 'smoke' break too often.

I called my sales guy to complain and he did absolutely nothing. He later said he dd not want to reprimand the guys becuase he did not want them to lash out at us later.

He said he would just give them less work.

How unprofessional, I would never recommend them to anyone. I was pissed!

Empire Today's reply to:

DON'T USE EMPIRE CARPETING

Niki, I've read your comments and would like the opportunity to speak with you regarding your concerns with your carpet. Empire carries a wide selection of carpet to meet our customers' needs. All out products are from leading manufacturers. As a member of the Customer Service Management Team, it is important for me to assist in understanding your concerns and but also work with you on a resolution. At your convenience, please contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager.
ID
#119751 Review #119751 is a subjective opinion of poster.
Loss
$1000

Empire Today installed carpet in my living room about four months ago. Besides the inordinate amount of fuzz constantly being put out by the carpet, spreading out all over my house, and clogging my vacuum cleaner, I've noticed that certain higher traffic areas of the living room are beginning to "pill" or mat.

That's not something I expect of practically brand-new carpet that I paid a not-so-cheap price for. I began to suspect that I'd been ripped off, so I googled the phrase "Empire Today Carpeting consumer complaints" and was not too particularly surprised by the many other similar complaints about their substandard carpeting.

I'm not really sure what I'll do next...I don't really want them replacing this crummy piece of carpet with another equally crummy one; and somehow, I doubt that I'll be able to get any kind of a refund or even any sympathy, based on the horrible customer service stories I've just read...best thing I can do is to warn others who are thinking of using Empire - PLEASE DON'T !!!!!!!!! -Niki, Oklahoma City