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Empire Today's reply to:

Empire Today in Westminster, Maryland - Slick Wille, the Salesman

As a member of the customer service management team, I would like to talk with you to find out more information about your experience. I apologize that your appointment did not meet your expectations – your description of the situation is not how Empire handles its in-home appointments. We would like to talk with you to find out more information and follow back with the sales representative involved. Please contact me directly at customersupport@empiretoday.com or 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager 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. We also offer a Low Price Guarantee in which we’ll beat any competitive offer. If a customer finds a better quote and has met the criteria for our Low Price Guarantee Program, we will honor the quote. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers’ lifestyles. Customer satisfaction is extremely important to us. If possible, we would like if you could contact a member of our team to discuss your concerns.
Review
#180553 Review #180553 is a subjective opinion of poster.
Loss
$2500

We needed carpet for a large home office. Empire told me th 'have the decision makers present when the salesman arrives!!

The 'salesman' shows up with two ragged samples of 'commercial' carpet; no name, no tag. The samples weren't even bound! When asked whose carpet it is he says it's their special commercial private label.

He measures the rooms and gives me an outrageous verbal price, and then starts pushing that I was so lucky that he reserved a slot for tomorrow to have it installed.

The room is full of bookcases that have to be moved but he won;t move them, but insists on doing the job the next day. When I told him the price was too high he tells me if I belong to BJ's or Sam's club he can give me a 10% discount since they sell a lot of carpet through them. BJ's has no affiliation with Empire, and does not sell carpeting!). He pretends to call the warehouse on his cellphone and tells me he has a end of roll that is enough to do the job and can cut another 205 off.

He never told whoever he was talking to, if anyone, the carpet pattern or yards required! Now he is ready to write a contract so he can get the job scheduled for the next day(here we go again)I asked him to write an estimate and he says "I write contracts, not estimates" I ask if he is aware of the Home Solicitation Sales Act and that I could cancel within 3 days with no obligation, He says 'Look it don't apply here, an if it did they would just sue me' Here's the point where I tell him I deal with salesmen not slicksters. He gets all in a huff and says he cannot guarantee the price aftr he leaves. I told to leave and I'd take my chances.

Such ***. I wouldn't use a scrap of their carpet in the bottom of a dog house!

Empire Today's reply to:

Empire Today in Cicero, Illinois - Empire is not willing to replace my carpet

I would like the opportunity to speak with you regarding your problems with your carpet. Customer satisfaction is truly important to Empire, and we want address your concerns. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers’ lifestyles. Our sales representatives work with each customer during their in-home appointment to select the right product to meet their needs. All of our products are backed by manufacturer and installation warranties. If there are any issues that arise with the quality of the product or the installation, we will work with the customer on identifying the concern and assisting in providing a resolution. If possible, could you please contact a member of our team? Please feel free to email us at customersupport@empiretoday.com or contact me via phone directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
Review
#179385 Review #179385 is a subjective opinion of poster.
Loss
$3000

I purchesed carpet from empire less then 1yr ago and it is wearing bad in front of a recliner. They sent an inspector out and he says it's just normal wear and tear and there is nothing else further they will do for me.

I'm pissed!!!!!!!!!!!!!!! I spent over $3000 on this carpet less than a year ago and it looks like *** and i just have to live with it well this is bull!!!!

I will be contacting the better bussiness bureu, posting on every consumer website out there, so this kind of shaddy bussiness dosen't happen to anyother unsepecting consumer out there even if it helps just a few I will be satisfied....

Empire Today's reply to:

Empire Today in Dallas, Texas - EMPIRE - NOT TODAY AND NOT RELIABLE!

I apologize for the inconvenience you experienced during your installation. We know that making improvements to your home is an important and big decision. It is our goal is to make it hassle-free and provide you with the highest level of service. All of our products are installed by professionals. Occasionally, there is additional work that needs to be completed before the product installation can occur. I have read you comment and it seems like we could have done a better job at communicating this to you before the job began. As a member of Empire and the Customer Service Team, I truly want to ensure you are satisfied with your products and installation. Since I do not have contact information to reach you, if you are interested in discussing your concerns, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
Review
#179228 Review #179228 is a subjective opinion of poster.
Loss
$2400

We have had numerous problems with Empire Today not showing up and not responding to complaints. The products and workmanship were ok but they were unable to do more than strip out one floor and leave it for days because they "didn't have the subfloor, didn't have a crew" blah-blah-blah.

They costs us money in the end with days off, et al.

They did not contact us except a form e-mail when we complained. We will not use them again.

They misrepresent the service. On a prior installation they had left glue all over our kitchen!

Ms. Rudnicki, I have read your post and was able to location your account information in our system. It is my understanding that we have reached a resolution with you regarding your experience and cooperated with the local police. Sales and installation of products...
View full review
Review
#179197 Review #179197 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today in Los Angeles, California - The worst service and the worst product

We apologize for the inconvenience that this may have caused you. The situation you described is not how we handle our scheduled appointments or customer service. As a member of the Customer Service Management Team for Empire, I am sorry your experience did not meet your expectations. Customer satisfaction is extremely important to us and I would like the opportunity to speak with you. Empire products come with installation and manufacturer warranties. Should a problem arise with the quality of the installation or product, we will work with you to address the concern and assist in providing a resolution. Since we do not have your contact information, would you please contact me so we can work with you to make things right? Please feel free to email me at customersupport@empiretoday.com or call me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
Review
#179141 Review #179141 is a subjective opinion of poster.
Loss
$1500

I purchased window blinds from your company (first mistake) I had to have them repaired the very next month. Since then they have been out 2 times.

Now I made an appt for them to come back and fix them, never showed up, made another appt and they never showed up. I live in LA and my condo is in Palm Springs, I had to drive down there to wait for them and they never showed. Cost me gas, time off from work to sit there and wait for nothing. I called again today and wanted to make another appt, she then informs me that it would be a 75$ service charge...so what about my time and money that I spent waiting for them to show up.

I will never use your company again, and will make sure that my frinds and family dont either.. Empire Carpet Suckes!!!

Empire Today's reply to:

Empire Today in Reston, Virginia - Empire Carpet sucks

As a member of the Customer Service Management Team for Empire, I apologize that the Empire experience did not meet your expectations. We know that making improvements to your home is an important and big decision; our goal is to make it hassle-free and provide you with the highest level of service. Empire works with leading manufacturers and carries a wide assortment of quality, name-brand products and styles. All our products are backed by manufacturer product and installation warranties. If there are problems with the product or installation, we will work with the customer on identifying the concern and assisting in providing a resolution. Customer satisfaction is extremely important to us. I would like if you could contact me so we can provide you a resolution. 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
Review
#178643 Review #178643 is a subjective opinion of poster.

I have been going round and round with Empire because of the *** carpet they sold me. The carpet is only a few months old and believe me, it looks years old.

The carpet on the steps are totally flattened down, not to mention the rest of the traffic area. The thing is, we rarely use the living room where this carpet is, and it looks this way. Plus there are only the two of us here as well, and not a family of kids to cause this. Empire sent someone out to check it.

At the time, the guy who checked it admitted to how it was worn. Yet, I get this report saying it looked ok and that he had used a carpet rake on it, and he never did anyway. It doesnt stop there. I got the report of someone else's problem instead of mine.

Wrong letter sent to me. Funny thing is, the other person had the same problem. So what does that tell you about Empire, huh? Tells me that they have a lot of people complaining about their product.

So I taked to the customer service person telling them they need to do something and she told me she would get back to me....and guess what....no call back. Gee, am I surprised? No. I am not going to sit on this and Iam going to pursue it.

Plus I called the other person who had the same problem, the one who they had sent the wrong report to, and she said she was going to complain further as well.

Empire, Im not done complaining.

People think twice if you call them

Empire Today's reply to:

Empire Today- Replacement Advice

As a member of our customer service management team it is our priority to ensure that each and every customer is satisfied with their purchase. I have read your post and understand that we have reached a resolution with you. If you have additional concerns about your carpet, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. I look forward to hearing from you. Rebekah Clerk, National Customer Service Manager It is not uncommon for new carpet to shed for up to 120 days. The main reason for carpet shedding is due to loose fiber left from the milling process. It is recommended that the carpet be vacuumed frequently to eliminate or minimize the shedding.
Review
#177832 Review #177832 is a subjective opinion of poster.

The Empire carpeting we purchased for our livingroom in September 2009 started shedding almost immediately. At first it was a few stray fibers, usually in front of the sofa where you put your feet. I assumed a "new carpet" issue, but the shedding has continued to the point where half our LR carpet has these fibers. We called Empire customer service and they offered to replace the carpet. This will be a chore, since our dining room set will need to be moved into our kitchen, and our LR furniture, including a bulky entertainment center w/ 46" tv and a fairly expensive glass curio cabinet will need to be moved into our DR.

Just wondering if anyone has experience with Empire replacement carpeting, and whether it was any better than the original. I'm afraid they're gonna give me the same quality stuff as I have now, which means I'll have the same problem come October.

Thanks for any advice!

Empire Today's reply to:

Empire Today in Garden City, Michigan - Charged more than contract states

I am member of Empire’s customer service management team and I have read your post and was able to locate your account information in our system. I understand we have reached a resolution with you regarding your refund. We apologize for any inconvenience this may have caused you. If you need additional assistance, please feel free to contact me directly at customersupport@empiretoday.com or via phone at 888-588-2315, ext. 4195. Rebekah Clerk, National Customer Service Manager
Review
#177778 Review #177778 is a subjective opinion of poster.

Back in 2008 we decided to have our bathroom redone by Empire Today. The salesman came out and was very pleasant.

He went over everything that we would have done and the costs was $2700.00, so my husband decided to take out the charge card and we would pay it off within the 12 months so that we wouldn't have to pay interest. I sent in the balance of what we owed mid-last year but never closed the card out. We got a call in February of this year from the credit company stating that we had a balance of $1900.00 and the payment was over due. I pulled all the paperwork i.e.

contract, sales slip, etc. and started making calls. I spoke with a lady at the local Empire office and explained the situation to her and stated that this acct was paid in full. Something didn't seem right so out of curiosity I asked what the amount was that she showed for the contract price.

She said they had $3700.00, now how is that possible when I have a contract signed by both the salesperson and my husband along with the charge slip and the folder that all clearly show $2700.00.

I faxed evrything I had over to her and my husband gets a call from a Robert Wise stating that we added on wainscotting after the fact... umm I don't think so!! I told him that I was going to call the credit card company and also file a complaint with whomever I need to file one with because they are clearly trying to pull some sort of fraud.

I spoke with the creditor and they are doing an investigation and I have filed a complaint with the American Arbitration Association and also the BBB, I'm still checking to see who else I can file complaints with.

Robert obviously thought that he would be able to intimidate me and I wouldn't do anything about it. Boy has he got another thing coming, I'm hoping that by the time I get done with him he won't have a job anymore!!

Empire Today's reply to:

Empire Today in Rockville, Maryland - Buy from anyone but Empire!

As a member of our Customer Service Management Team, I apologize that your appointment did not meet your expectations. It is our goal to ensure that customers are satisfied with every step of the Empire process. We know that making improvements to your home is an important and big decision. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers’ lifestyles. Our sales representatives work with each customer during their in-home appointment to select the right product to meet their needs. There are many factors that determine our fully installed price estimate such as; the products selected, padding, if the products are on special or promotion, square footage of the area, moving of furniture, etc. Empire will honor any price estimate for 30-days in addition, we offer a Low Price Guarantee - we'll beat any competitive offer, guaranteed. Please feel free to email us at customersupport@empiretoday.com or call me directly 888-588-2315 x4195 to discuss your concerns. I would like the opportunity to learn more about your appointment and follow up with the representatives involved. Rebekah Clerk, Customer Service Manager
Review
#176159 Review #176159 is a subjective opinion of poster.

Wow, I thought Bathfitters was bad...this was like deja-vu. Same high-pressure sales techniques.

Pressure to "buy today" and "install tomorrow", or in the next 3 days, before you change your mind/see competitor's prices. Can I just tell you that the price we started at and price we ended at was a difference of $4000? Four-thousand dollars! I wonder how many "nice" people who don't know any better fall for this ***?

They need to be shut down. The worst part?

Depite HUNDREDS of complaints, the BBB somehow gives them an A+. How is that possible?

Empire Today's reply to:

Empire Today in Edison, New Jersey - Tossed saleman out of my house!

Laura, Your satisfaction is truly important to us and as a member of the Customer Service Management Team, I apologize that your experience with us didn't meet your expectations. Unfortunately, I've been unable to locate your information in our system and I would like for a member of our team to speak with you about your concerns and also a resolution. If possible, would you be able to contact us 888-588-2315 x4195, a member of our team will be happy to assist you or email us at customersupport@empiretoday.com with your contact information and we will follow back promptly. Rebekah Clerk, National Customer Service Manager.
Review
#175884 Review #175884 is a subjective opinion of poster.

last week during bad weather our basement flooded, so we are carpet shopping for our fixed basement! Make the appt, sales *** comes 1 he was LOUD 2 he treated us like we were dopes, then 3 was getting nasty with us...that was it for me I threw his A&& out of my house, tomorrow I call the BBB on Empire.

He as went as far to demand who else we got estimates from and there phone numbers because he wanted to see if they really gave the quotes that we told him that we recieved....NEVER AGAIN! Buh Bye Empire