Empire Today's reply to:

Empire Today - Empire STALKING....

Ms. Nelson, I apologize that you did not have a good experience with your recent appointment. As a common business practice, we do follow back with customers after their appointment to ensure they are satisfied and to answer any other questions they may have. However, it is not part of our standard practice to contact customers multiple times per day, as you’ve described, and I would like the opportunity to talk with you to learn more about your experience. Again, I am sorry we were not able to meet your expectations. If you have an opportunity, please email me at customersupport@empiretoday.com or call me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
ID
#209591 Review #209591 is a subjective opinion of poster.
Loss
$2

After recieving an estimate that was twice the amount of my local competators (after two rooms free mind you) I decided not to go with them. and after being called twice a day daily I asked not to be called and was called once more from a "manager" beggin to rebid and I agreed so long as a different rep comes, that didnt happen.

I had to dig deep to find someone local to complain to and was referred to "robert" in seattle dist.

who also wants to out bid his associate by over 900.00. I say enough of this clown party and forget their money taking empire, Lesson learned support your local economy ;)

Empire Today's reply to:

Empire Today - Empire Not Today Not Ever!

Dear Mrs. Vivona, I’ve read the information that you provided in your post and I also understand that you’ve been in contact with our National Customer Service Manager, Rebekah Clerk. I do apologize for the issues that you are having and the inconvenience this may have caused. It is my understanding based on a conversation with Rebekah that we’ve reached a resolution and your tub is scheduled to be fixed in early January. I do apologize that we didn’t meet your expectations with the original installation but I’m glad we are able to resolve concerns. If there are any questions or if you need additional information prior to your installation in January, please feel free to contact Rebekah directly at customersupport@empiretoday.com or 888-588-2315 ext. 4195. Marlo M. Michalek, Vice President, Marketing Communications.
ID
#209184 Review #209184 is a subjective opinion of poster.

Horrible service horrible installation. they installed a tub liner that fit incorrectly causing the liner to crack.

They came to my home to reinstall a liner and ordered the same incorrect size. when the contractor tried to install it he told me he is unable to because the liner does not fit. I had already informed their corporate office that the liner did not fit but they chose to order the wrong size again. The Empire contractor said he would not install it and decided that he should clean my old tub instead while they order a new liner.

He then discovered that the tub had been cracked at the drain by the Empire contractor that installed the first tub. They told me that they would have to replace the entire bathtub and it would take 2 weeks. It has been over a month. I called them last week and they made an appointment to come to my home this past Saturday.

I made arrangements to have my children out of the house for the entire day. I called in the morning and was told that they were "loading up the truck". 1 hour later Mark Jeffers leaves me a message saying they will not be coming because the materials have not arrived.

They have not returned my phone calls. Do not do business with Empire they are the most unprofessional people I have ever come accross.

Empire Today's reply to:

Empire Today - DOES NOT PAY COMMISSION PROPERLY

I have read your post and as a member of the National Sales Management Team, I would like to speak with you directly regarding your concerns with Empire Today. I can be reached directly at rboysen@empiretoday.com or via phone at 888-588-2315 ext. 4092. Empire has been recognized with some of the industry’s most prestigious awards, including those from the BBB (Better Business Bureau), for customer service and business ethics. As part of our in-home presentation, we encourage our sales representatives to bring a wide variety of samples into our customers’ homes. In addition, they are encouraged to work with each and every customer’s budget, to provide them with information on our promotions, offers and our Price Guarantee - in which we will beat any competitors’ pricing, along with any other benefits of using Empire. Rick Boysen, Director of Sales
ID
#209139 Review #209139 is a subjective opinion of poster.
Loss
$1000

I was a indepentdent contractor selling carpet, flooring ,window treetment

for . is a scam outfit. go to your local merchant or homedepot or lowes the only thig can do for you is get your order the next day for carpet or flooring but for a premium price

This is a warning to all people that are interested in home furnishings

talk to your relatives, friends, and neighbors let them know on how I believe this company is. Call them make an appt. the reps will not walkin with more than 3 sample boards when the have atleast 15 in their vehicles when they give you a price ask them how they arrived to that price

Empire Today's reply to:

Empire Today - Empire

Helen, I've read your post and apologize for the inconvenience this has caused you so near the holiday season. I was able to review your account. It appears we are working with you to replace the area damaged by your dog and the repair was scheduled to be completed at the end of last week.If by chance this information is incorrect or you have any other questions, please feel free to email me at mmichalek@empiretoday.com or via phone at 888-588-2315 ext. 5560. Marlo Michalek, Vice President Marketing
ID
#208853 Review #208853 is a subjective opinion of poster.

Empire's sales agents will tell you anything you want to hear. We were looking to buy laminate wood instead of carpet because our dog had ripped up the Berber we currently had.

The sales agent insisted we should buy upgraded carpet because the dog would not be able to rip it up.

After our dog ripped the carpet up we were told that this was damage on our part so they would not cover it. The sales agent denies he ever said our dog would not be able to rip it up so we are left with $4,000 worthless carpet and no money to buy the laminate wood we originally wanted.

Trusting Empire was a $4,000 mistake. Buyers Beware!!!!

Looks like this house will have to be buying new laminate wood from someone besides Empire and won't be having a very Merry Christmas. : (

Empire Today's reply to:

Empire Today - Be careful of the contract they have you sign.

Bret, we apologize you were not happy during your sales appointment and the inconvenience you experienced in cancelling your order, especially so near the holidays. Your satisfaction is important to us. A member of our National Customer Service Management Team will be following back with you to discuss your concerns. If you have any other questions or concerns before this time, please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#208585 Review #208585 is a subjective opinion of poster.
Loss
$4000

We had the empire people come out and they gave us a look for what it would cost to carpet our basement and 2 stairways. We were quoted 960 sq feet and the price would be 8500 bucks... but wait you get 2 rooms free. So that drops it to only 5700 dollars. That was still more than we were willing to spend and we were asked what it would take to get us to say yes to them. Well we hadn't done that much research into the other carpet suppliers so we had no idea. He asked how about 4000 dollars and we thought that was still a lot of money but he had taken so much off so we signed up after being assured we could cancel within 3 days. We then went to the carpet store in my hometown and they came out and measured the same area to be carpeted and they came up with just over 820 sq feet of carpet needed and they came it at 3000 dollars. So Less carpet charged for and 1000 dollars less without dropping their price or offering any deals. We called and canceled with the empire salesman and he said if we could get it in writing that we could get it for 3000 he could match it. We declined thinking if they could go that low and they were jacking up the price that much that isn't a business we wanted to work with.

Not sure if he would really put through the cancel order we called the company direct to make sure we wouldn't get charges with our credit card. After being on hold for several minutes (which I know can easily happen so fault there) I got to the cancel person and then was cut off and lost the call. I then called right back and got a different person who stated that looking at my account we were trying to cancel that the salesman missed a 1000 thousand manufacturers rebate and that it would only cost 3000 dollars. Well I wasn't impressed still so I said no thank you and canceled our order and he was quite polite.

3 days later now that 4000 dollar charge has gone through on our credit card after we were told that it was all canceled and to make matters worse we paid for the other carpet already which has already been installed so now our credit card is well over its limit with our other holiday shopping and I have never been more annoyed with a company. We use our credit card for all our major purchases and everything else to keep a handle on our spending situation. With black friday coming up in 3 days I don't think we will have the means to buy the products that we want or to buy diapers for that matter, unless we write a check or bring cash..both of which are things I try to avoid. So be ware of the contract and I would check other locations before you end up in a situation like we are now in. I have the cancelation number and will be calling the company again tomorrow to see if they will resolve this situation.

Empire Today's reply to:

Empire Today - Ripoff

Mary, I have read your post and apologize for your experience with our sales representative and installation team. After reviewing your history in our system, it is my understanding that our local manager contacted you regarding your concerns. Customer satisfaction is extremely important to us and we want to work towards a resolution. We are always available to to answer any questions you have regarding your order or Empire. We would like to follow back with you to review your order and the amount of product that was installed. If you could contact me at your earliest convenience, then we can better continue working on a resolution together. You can email me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#207502 Review #207502 is a subjective opinion of poster.

I fell for the 'Empire Today' advertised promotion ("buy 1 rm, get 2 free"). Of course, when the salesman showed up, he explained that this applied to a lower grade of product than we had desired.

But, that was not the major issue. After selecting carpet for 4 rooms, the unscrupulous salesman came up with a $ amount that sounded semi-reasonable to us (of course, we hadn't shopped around), though the paperwork he provided us did not specify sq. footage. Well, bottom line is, he ordered so much extra carpet for us that there was enough left over to carpet another room!

The installers were willing to install it for us at the cost of extra padding. We agreed, but asked them to come back in 2 weeks to install. 2 weeks went by and the installer called to say his partner actually installed the extra carpet in his own home!

I didn't even know how to go about complaining to Empire Today and figured they'd only give me the runaround. So instead, I am warning everyone I can to stay far, far away from this ripoff company.

Empire Today's reply to:

Empire Today - EMPIRE CARPET DOES NOT BACK THEIR PRODUCT !!!

Jason, I truly apologize for the difficulty you are experiencing. I was able to locate your information and it’s my understanding we have scheduled your repair. Your satisfaction is important to us and we want to work with you. Please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager All of our products are backed by manufacturer product and installation warranties. Your product does feature a 30-year wear warranty. Our customer service agent can explain the details of the warranty or answer any other questions you may have.
ID
#207287 Review #207287 is a subjective opinion of poster.

Within one year, 3 saddles broke. They had to come back twice to fix the first two, since the "repairman" did not communicate in English at all. He put in the wrong color.

Two weeks later, the saddle going to the basement broke in half when the oil man stepped on it. They said it was HIS fault for stepping on it. WHAT? It's a floor, you're suppose to step on it, walk on it, etc...

The saddle is made out of cardboard, yes cardboard. Not even pressboard, cardboard. I'm surprised it took a year to break, it should have broken within a day.

Now that the floor is paid off, they said the warranty is over. I was told there was a 30 year warranty. They said because I had too many things break, they would not fix it without us paying for it. They wanted $65 just for someone to look at it. The customer service man was rude and obnoxious, saying that everything that broke was MY fault and he wasn't dealing with me anymore. Well if walking on a floor causes it to break, then it is my fault. Empire is a joke!!!

We had problems with them from day one, when the installers tried cancelling the appointment ten minutes before the time. That should have told me something...I should have cancelled and never rescheduled.

The other rooms in my home were done by ourselves, with the cheapest product from Home Depot. They've been down for FOUR years and NO problems whatsoever. I've dropped numerous things on them, from a hammer to a jar of sauce. Not so much as a dent or scratch. That tells me just how cheap and shoddy Empire products are.

Do yourself a favor, and do NOT ever use Empire.

Empire Today's reply to:

Empire Today

Harold, I have read the information you have posted in regards to your experience. I truly apologize for the damages your ceramic tile incurred during installation and that we did not provide you with the proper molding selection. After reviewing your history in our system, it appears we had installers return to fix the tile and check on the color of your molding. I apologize we were not able to meet your expectations. Customer satisfaction is extremely important to us. All of our products are backed by manufacturer product and installation warranties. The manufacturer and installation warranties on your product warrant it free from defect for two years after proof of purchase. Its ArmorMax finish warranty also guarantees the finish will not wear through from normal foot traffic for a period of 50 years. I apologize if this wasn’t clearly explained and we will follow back with the market. It is our understanding that we have mailed you a copy of the manufacturer and installation warranties for your reference. If you have any further questions or concerns, please feel free to email me at mmichalek@empiretoday.com or contact me via phone at 888-588-2315 ext. 5560. Marlo Michalek – Vice President of Marketing Communications.
ID
#206614 Review #206614 is a subjective opinion of poster.
Loss
$5000

This has been a disaster since the beginning. The salesman came to the house and sold us an oak floor and told us it was guaranteed for 50 years.

it wasn't, only the finish is guaranteed for 50, the floor is only guaranteed for 2 years. Next came the installation. Apparently the installers had no clue what they were doing. They broke a ceramic tile, they shot staples into the floor (I had to pull them out myself), and they didn't have the correct moldings.

If I wasn't home watching every second they would have done even more things incorrectly. They came back to finish the moldings and fix the tile, but still didn't have the correct molding to match and they didn't know how to fix the tile. I tried to resolve the problem with their customer service department to no avail. All they did was sent 4 guys with no tools, so I sent them away and told them I didn't want them back in my house ever again.

I purchase the moldings at my own cost and I'm living with the broken tile. Don't use them!!!

Empire Today's reply to:

Empire Today - Reimbursement for damages still not paid!

Fred, I truly apologize to you and your wife Shelli for the damages that occurred to your couch and other belongings during installation and for the issues you experienced in receiving a reimbursement check. After reviewing your history, I see that a reimbursement check has been mailed to you. Customer satisfaction is extremely important to us. If you have any further questions or concerns, please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#206430 Review #206430 is a subjective opinion of poster.

As an active duty Army officer, it is important that the businesses we deal with can communicate and follow through with our spouses on our behalf. The amount of time and trouble as well as lack of timely communication between Mr John Coppola, GM of your POrtland, OR office and my wife Shelli has made it very difficult for us to proceed with the renting of our home before my deployment to Afghanistan.

I have read all email correspondence between Mr Coppla and Shelli and looked over phone log notes regarding the conversations they had. It is obvious that he mislead her in the amount of time it would take to receive reimbursement and even had little or no knowledge of your own policies in customer reimbursement, causing even more of a delay. On October13th she spoke on the phone with Mr Coppla and asked specifically when the check would be cut to cover the painting/wall repair expenses to which he informed her that it would be done that Thursday. It was not until November 1st that he informed her of the General Release which had to be signed before a check could be sent. I signed the release that evening and it was faxed, per an emailed arrangements with her, the very next morning. In an email sent by Mr Coppla prior to the release being sent, he stated that the check would be sent out as soon as your office had possession of the General Release. We have emailed confirmation from the office that the release was received on the morning of November 2nd. It has since been yet another a week and the check has not been mailed!

Empire Today's reply to:

Empire Today - Empire Carpet never honors it's appointments. BAd customer service, doesnt care.

Maxine, I understand you have been in contact with the head of our Marketing and Communications Team and that she has addressed your situation with customer service and the market. I would like to apologize again that we were not able to meet your expectations in scheduling an in-home appointment. Since we do not have any retail stores, we take the scheduling of our appointments very seriously. It is the only way we are able to show customers our products and help them to learn more about shopping and purchasing with us. If you have any more questions or concerns before this time, please feel free to contact Marlo or you can email Rebekah Clerk, National Customer Service Manager at customersupport@empiretoday.com or via phone at 888-588-2315 x4195.
ID
#206416 Review #206416 is a subjective opinion of poster.

I have scheduled appointments with Empire Carpets that are then canceled on the day of, the excuse being that there is no representative in the area.

"Why make the appointment in the first place?" i asked them?

"Because we never know whether there will be reps in the area until the morning of the appointment."

"Meantime I have taken half a day off work. Is this really how you do business?"

"I'm sorry, but there are no reps in the area, we will have to reschedule."

And so on.

I don't know how a business that doesn't honor its appointments or respect its customers is able to still be in business. It is disgusting behavior.

If anyone can shed light on this matter i would be immensely grateful.