Carpet and Flooring Reviews - Empire Today
A leading provider of installed home improvements and home furnishings for over 50 years in over 45 major metropolitan areas across the United States. Empire Today Customer Service Team is there to assist every customer - they want to hear when customers are happy and they want to hear if there are any concerns that need to be addressed. Prior to posting on this site, please contact a member of their Customer Service Team directly first, they can be reached by calling 800-588-2300 or by emailing customersupport @ empiretoday.com. The company is a Shop-At-Home retailer offering quality, name-brand Carpet, Flooring and Window Treatments, fully installed pricing, a Low Price Guarantee, Professional Next Day Installation on many of its products and Financing With Approved Credit. Each purchase comes with an Installation Warranty along with a Manufacturer Product Warranty.
Latest review first
Empire Today in Washington, District Of Columbia - CANCELLED APPT. 3 TIMES!!!
I called Empire for their free in home estimate - which they proceeded to cancel THREE times in a row. They won't be getting my business! And I was a SERIOUS buyer! The first two times I got a call saying that they would have to reschedule - that they were "overbooked." The third time the guy showed up but then quickly left because my son had had a fever earlier in the morning. He stated that he could not afford to get sick, even though he had a mask on, and we offered him hand sanitizer. I am so disappointed.
Empire today- awful
Empire Today came out to my home on Feb. 26th 2011. The guy was a joke. He did not know what he was doing and when we would ask a question he would do everything not to just give us an answer he then would start talking about a different room. I wanted our living room carpeted and i live in a townhouse, this area is so tiny it is the size of a small bedroom. like i said a townhouse living room tiny.. they quoted us 1,590.00 are you kidding me. I am suprised my husband didn't yell at the guy. then he said he could call his manager to see if there was something he could do with the price and then informed us he forgot to add the carpet pad so we could just have it for free.. we just said no because if you can't give us a good price without having to *** us off first then why bother..So i asked him how much a square foot for the carpet it was? and then installation. he looked at me and said well, well, there isn't a price.. then how did you come up with this price..? so we just told he sorry we wasted your 3 hours. yes three hours for him to measure this area.. it took forever so i guess they are not trained. i have a 7 month old who needs to eat and sleep and we have this guy who doesn't know what he is doing sitting here bull crapping us.. We are going to just go to home depot. At least their prices are the same wheather your mad or happy.
Empire Today is the worst - just take your bank account and burn it instead!
I had a tub liner and walls put up in my tenants bathroom. Since I had tenents living there and liners take 1 days to install and 24 hrs to wait, it was a perfect solution to update an older bathroom without telling my tenants to move out. They came, they installed, they destroyed! THey installed Dec of 2008, it looked so pretty I was really happy. The following week water was coming down through the ceiling below that bathroom where it has never done that before. I ripped my ceiling down since I was about to redo that bathroom anyway. I'm clueless on plumbing so all i saw was water coming down, called empire. They came, the guy blamed my tenants stating they took a shower before the 24 hrs and the caulk was no good on teh new drain. OK fine whatever they caulked it again and they decided to caulk it from the floor below also and not only did the guy caulk it but he put 3 inches of caulk on? I said whats that for he said to make sure nothing gets through just to be safe. Boy i'm an ***!! So i go ahead and have the bathroom which is right below the tenants bathroom redone. I put up special waterproof sheetrock and about a year later it was leaking a little from where the seems were. So i thought i went up there and caulked around the edges thinking it was that. Finally I couldnt take it any more cause it got worse and worse and I ripped down my brand new ceiling since the taping from the sheet rock was coming down at this point. It seemed that the sheetrock was holding tons of water in and it all came down. Whenever they took a shower it woudl poor into my new bathroom. I thought ok maybe my pipes have a leak etc. I never once blamed empire. Then the plumber came all I heard was oh *** and then he said he didnt want to touch it. He sai without going in the tenants apartment, you had a liner put up there didnt you. how did he know? he said he can see it clearly, its white. He then showed me the huge hole in my cast iron tube! he said the liner they made didnt fit your tube so instead of telling me, they cut the train of the tub to fit the liner. When you cut a castiron tub a chunk came out and then all this 3 inches of caulk was used to try and hold the water in. I call empire to explain since they covered it up!!! They said we will send someone out there for a fee. a fee? he said im out of my warantty, i said i understand that but this should not be part of that since this was pure negligence and a cover up! Of course i didnt notice until 2 years later, 3 inches of caulk held for the perfect amount of time past your warantty. So now I had estimates to replace the tub, and i thought ok maybe $1000. Well it seems its about 7000!!! why? well its not as easy to just take out an old cast iron tub and make a new one it in its place. THey said i need a new tub surrounding cause when teh tub comes out it will destroy the bottem part and wont match up when it ges back in and the same for my tiled floors, there may be a gap now. So this is a nightmare and basically Empire does nto return calls and when you call them to tell them they didnt return the call they put you on hold for 30 minutes, hoping you will hang up. Then they say its not our problem. So I consulted a lawyer and it seems it is their problem, but what a waste of time for me! I have to file, go to court and until them, i have to bath in my bathroomk with my tenants dirty bathwater! Be warned, if anythign goes wrong when empire installs any of their products, they will run and hide and not call you back!!!!
Empire Today in Artesia, New Mexico - I have a awful bad experiences with empire
it seemed like a good idea but I was totally wrong. I had very bad experiences with empire carpet service. Start with installation. I was told the young one of the installers to save the old carpet in one room for me. Other one does not speak English. He did not do it. The excuse which he has given to me was the thing never in his mind. Then he asked me if they can use my garage to cut the carpet. I said ok. The problem was they never clean up the mess after they finished the work. I have to clean up my garage for them. They only vacuumed the carpet upstairs but they did not vacuum the carpet on the stair. Other thing is bout my deposit refund which the sales manager promised to give it back to me after installation. I have been calling the customer services almost everyday during last two weeks. They was keeping tell me that the check has been sent out and I should be able to received it shortly. But I still have not received yet. I even tried to speak with the guy, but he never ever returned my call. Base on my personal experiences with Empire, I learned from my lesson and I am not going to recommend Empire to any of my friend or relatives in the future.
Empire Today in Cleveland, Ohio - Retract negiative review of empire carpet
need to retract an earlier review of empire carpets... wrote a bad review of customer service of empire carpet only to have them contact us that day to make good on one of our area rugs that got damaged during the install...so, now we are pleased with empire. always liked the job that was done just had a problem with them contacting us about damaged area rug. well they did make good and now we are completely happy with our experience. They are sending us a check...we appreciate the customer service very much....thank-you empire...we are now hapy customers
Empire Today in Lacey, Washington - Not reliable
We had just bought a new house and had Empire Today come in to give us an estimate. We were happy with the quote and decided to purchase through their financing program. We were approved and the sales person said they will install the next week. The finance company called and needed some pay stubs, I emailed everything to them immediately. After everything was in order I was told that someone would come by to have us sign the last of the paperwork. Nobody showed up. The next day they told me the same and nobody ever came. Eventually they told me that someone had made a mistake when putting in our finances and they needed to straighten that out. I was still pretty calm. When that was resolved, I waited for a call from the finance person, I waited 5 days and left a few messages and nobody called me back. When I finally got the call they needed another piece of paperwork... Seriously? Its been two weeks and we are still waiting. This has been a very irritating experience and we are close to just cancelling our order and go with someone else. We had given them a deposit and we will probably lose that.
Empire Today in Middle River, Maryland - Empire Flooring
My wife and I contracted Empire floors To install laminate flooring in our home.We Finaced 4000.00 dollars and in the last ten months the flooring has separated 4 times. We were advised we would be recieving a credit. This last time we were told by customer service that a Manager ( cant say her name for legal reasons )would be handling our case from now on. She has failed to contact us.It has taken multiple calls to corp office customer service reps for a priority notice for her to contact us after 2 1/2 weeks of waiting. We have been advised that no credit will be issued because they replaced the entire floor. They say customer satisfaction is Important to them well it dosen't seem like it to us. My wife and I work very hard and our house has been in turmoil for the last ten monmths. Were about to make final payment However if anyone was to ask what time of customer service we recieved I would be ashamed if i worked for this company and treated my customers this way. Rating The Installer was the best thing this company provided. Customer service taking care of customer they failed Miserably !! If and when this floor separates again we will be seeking an attorney.. We would never recommend this comapany to provide flooring to anyones homes!!!!
Empire Today Pricing Scam
Tonight, February 7, 2011, I sat in the same dining room area as in November, again to be given five quotes for a two bedroom job. Firstly, your salesperson brought the highest price-point board to the apartment and nothing else. After measuring the two rooms, he quickly concluded that the 304 sq. ft. would cost $3200.00 for laminate flooring. That was almost the total approximate cost of the job above. When I expressed my displeasure to him, he stated that he was discussing the best product and why would I want something cheaper (like to product I had purchased in November)? As if that insult was enough, he proceeded to state that people are insulted when he brings the product I had on my floor to their consulting appointment. I told him that I did not have a lot of faith in his quotes and that the experience was why we called a regional manager prior to his visit. After that statement, he quoted us $1400.00 for both rooms using the American Way product. I agreed that I could live with that price but needed to see the colors because I wanted a darker color in the bedrooms compared to what I have currently in the other rooms. He stated that American Way did not come in very dark colors and that only high-gloss came in dark colors but the price-point was just like the $3200.00 quote. When he left o get the other board, my husband and I noticed on his price-point paper that high-gloss was actually the least expensive. Upon his return, my husband pointed out that the high-gloss product on his price-point sheet was in fact the least expensive on the sheet. Annoyed that we had looked at the paper, he said he miscalculated the $1400.00 price and it was really $2800.00. Then he said we would get a $200.00 discount for being a return customer, so in fact we would have to pay $2600.00. When I said to my husband, "Let's just call the regional manager," the salesperson offered to call his manager to determine if we could get a deal. After speaking to the manager (and never offering that he quoted us a price of $1400.00), the salesperson said that the manger would offer us "This price." At that time, he did not say a price, but instead placed $1800 on the calculator and turned it toward us resembling a bad rendition of a stereotypical used car salesperson. I pointed out that within 30 minutes he had indeed offered five different prices for two bedrooms and rehashed the experience with him. He started to pretend to nod and finally said, "So you're not interested?" I told him that I take spending my money very seriously and that he should know that I planned to call the national office. He then stood-up, laughed, and started walking to the door. When my husband and I told him that nothing was funny, he stopped and said I'm laughing because you didn't have to restate everything that happened. He further stated, "I only offered you two prices because the mistake doesn't count. I am not perfect and you are not perfect. If you had signed the paper, oh well. You didn't sign it and so it doesn't count." I then stated that it counts to me because I am a customer and when you tell me a price I agree to, I expect you to stick to it. I also told him that I would be calling the national office again. He turned to the door and said, "You can call who you want to call. You can call national, regional or Obama, "and walked out of the door. Needless to say, I am highly insulted by this unprofessional salesperson sent to my home by your company! I wonder what kind of recruiting you do and what type of training is offered to your salespeople. Although I had a bad first experience, I gave your company the benefit of the doubt because your product looks good in my home. I never imagined that the second experience would top the second experience in a bad way. I am compelled to ask the following questions: "¢Why have I had two consecutive similar experiences that appear to be of a swindling nature? "¢Why did your salesman appear to be so comfortable with disrespecting me and my husband? "¢What type of training do your salespeople receive that they believe a calculation error (if indeed it was a miscalculation) should be ignored by all "¢Is the service offered, in some areas, a different caliber compared to others (I find it hard to believe that you provide this service in more affluent areas)? "¢Is your corporate office condoning the behaviors of the salespeople? "¢Is this an issue for my local Congressman? How many other customers in this area are being taken advantaged of by Empire salespeople? MGF
Empire Today does not stand behind their product
I've had my carpet for a little less then a year and my carpet already looks worn and matted. My mother-in-law also used their service and is also very unhappy. My carpet is actually bare where the chairs are!! When you call for customer service they send out an "independent" carpet consultant to look at the carpet and give a report back to Empire Today. No big surprise that the reports always come back praising the quality of the carpet and that there is nothing wrong. You get absolutely nothing out of Empire Today but Headaches and horrible carpet. I do not recommend them to anyone and would not even put this carpet in my dog house.
Empire Today in Cleveland, Ohio - Empire Carpet: no response to complaint
No issue with salesman, carpet, price or overall installation. At final install, the installers were kind enough to cut the remaining scrap for use as a floor mat. Problem: the cuts were made on an existing area rug and this rug now has 3 two foot knife cuts - the rug is ruined. No call back from salesman and no response to Empire customer service complaint after their '3 day' response period. No response to and resolution of complaints speaks volumes. Regardless of price or initial satisfaction, I would not use or recommend Empire to anyone. They really dropped the ball by allowing the consumer to know that their interest is only in negotiating the initial inflated price, using installation timing to help justify why the price can be lowered, getting paid promptly and jamming through overall performance surveys. Apparently, follow-up and customer service are not part of the process. I am out an area rug.
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