Empire Today's reply to:

After a few days when glue dried... looks horrible

Dear Suzanne,
As a national leader in the installed home improvement and home furnishings industry, our goal is to provide every customer with world-class service, and we achieve this mission by putting our customers first.
We regret to hear that your experience did not meet your expectations, and assure you that your concerns are important to us. We’ll be following up with you shortly to learn more.
Thank you.
-ET Customer Support
ID
#1075662 Review #1075662 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Customer service
Reason of review
Damaged or defective
Loss
$1500
Preferred solution
padding on the lower side of floor where needed, re-seam carpets

Had carpet installed 07/14/2017, the final product to finish by basement I worked hard on. So disappointed today when I went and looked at it, the seams don't match up, bumps in the rug, while I know my cement basement flooring has imperfections, this is not professional by no means and for the $1,600.00 I paid, and I waited 2 months for installation so it would be done right.

PLEASE SEE PHOTOS Also there is NO PAPERWORK given at a home appointment, only a small receipt even when I did financing, where is paperwork describing my carpet, and a copy of signed receipt for installation, etc.? Can someone help me if they received something different or they had a different process? Thank you. Issues: CONS - Hard to ask questions regarding the installation process, language barrier with installers.

They could not answer my questions. They were polite and nice, no issue there, as they didn't. There should have been padding put down soon the lower side of the basement, I had called and asked a week before installation. It's probably what they were given by the operations department.

-Why is carpet being installed in the evening when the lighting is poor. I even called to let them know they would need lights as it was a basement, and the day of when i found out it was an evening appointment!!! Those poor installers, actually very young men, I am sure were exhausted, and then having to work til almost 7:30 pm. I am assured Empire Today stands behind their products, guarantees and warranties, we will see what they do and say, as I called Customer Service yesterday and sent email today.

PROS Customer Service- no problems! , calling local number or toll free numbers. They try and help return calls faster than sales persons, etc.

One manager did help me from local office, as well. They should receive bonuses, not an easy job.

Empire Today's reply to:

Terrible company!

Dear Tina,

We strive to leave a positive impression from the start of your sales appointment until the completion of your installation. Customer satisfaction is our number one priority, and your concerns are of much importance to us.
We regret to hear that you were inconvenienced by this matter, and we’ll be following up with you shortly to work with you towards a resolution.
Thank you for your patience.

-ET Customer Support
ID
#1074838 Review #1074838 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Lack of respect
Reason of review
Poor customer service

This is the worst company with whom I have ever attempted to do business. No one showed up for the scheduled in home estimate.

I called 20 minutes before the end of scheduled time at which time the woman with whom I spoke informed me, after an unsuccessful attempt contacting the representative, "he still has 20 minutes, ma'am." At 5 minutes after the scheduled time ended, I called again, and got disconnected. I waited thinking they would call me back. They did not. I called again at which time I got disconnected yet again.

Shockingly no one called me back.

The third time I called, the woman said, "I'm sorry ma'am. I can offer you $50 off your purchase." As tempting as THAT sounded...I would never enter into a contract with these clowns!

Empire Today's reply to:

Love the guy Paul

Dear customer, customer satisfaction is our number one priority. We strive to make beautiful new floors easy for all of our customers.
We understand that we've spoken to you in regards to your listed concerns. If you continue to have questions and/or concerns please contact us at customersupport@empire-today.com.
Thank you,
-ET Customer Support.
ID
#1073919 Review #1073919 is a subjective opinion of poster.
Service
Empire Today Customer Care
Pros
  • Honesty
Reason of review
Good customer service

Paul was most helpful and courteous to me, he measured my bedroom for a laminated floor, He was very precised and gave me a great quote that I could not turn down. we scheduled a date to put my oak laminated floor and I cannot wait to see the finish product..

I was very pleased with this company and I would recommend them to my family and friends.

He even went out to his car to get me samples I could choose from, made recommendations for the floor boards so I went with the white as he had sugggested, Very personable guy and came at the exact time our meeting was scheduled. Thank you very much Jean

Empire Today's reply to:

Don't Call Empire Today

Dear Jessica,

For over 55 years we have been committed to help customers find quality Carpet, Flooring and Window Treatments, and strive to leave a positive impression from start to finish.
We appreciate you making us aware of your concerns, and assure you that we take matters such as this one very seriously. We’ll be following up with you shortly to further review your concerns.
Thank you.

-ET Customer Support
ID
#1070352 Review #1070352 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Any of it
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Price reduction

Do not use Empire Today in the Austin/San Antonio district. This has easily been the worst customer service experience I have ever had.

This has been an absolute nightmare. The notes on our account with customer service is probably 5 pages long. We know the GM by first name: Rex Its evident their respective departments do not communicate and work independently to a fault. The Sales department hooks you, Installation sub-contracts at the lowest price, and Customer Service is just a messenger service to the various employees in charge of the customers job.

Here is an abridged version: -5 rooms: 2 laminate; 1 tile; 2 carpet (originally laminate). -Paid in full up front. -Scheduled the installation on our honeymoon so the house could be empty for the job; my sister took off work for the install. -Scheduled May 25 and as of July 5, 1 room left -Sales Rep informed us of potential extra installation costs, but contractor quoted $2000 to level floors to install laminate in 2 rooms; if wed been told by the Sales Rep, the individual responsible for quoting the job, that laminate flooring would be significantly more then we wouldve chosen carpet.

-1st contractor advised us to cancel the contract with Empire so he could do the job $500 cheaper. Seriously. -Scheduled and rescheduled more than 5 times because Ive lost count -GM Rex plays phone tag. He would call and leave a voicemail at 4:45 P.M.

on a Friday, but call back within 10 minutes and Customer Service picks up and directs you to his voicemail. This happened twice. -8 hour windows; lucky if they show up -Wife and sister lost days of income from waiting around for contractors that never showed up -Brought wrong color carpet the first time. -Scheduled one room for July 4th.

It seemed odd so we called Customer Service multiple times to confirm the date and time which they verified.

The evening of July 3rd, they call to confirm the 5th We are just ready to wash our hands of them and their business. I just want to tell as many people as possible do NOT use Empire Today.

Empire Today's reply to:

Awful service and defective product

Dear Mr. and Mrs. Michalski,

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

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

Just plunked more than $3000 down on new carpet. First time we vacuum the carpet, it snares and pulls up a large thread.

Guy who installed it comes out, "fixes" it. Happens again, same response from Empire. Happens a 3rd time, I am promised a call within 24 hours....6 days later no call back. Rude call center employees to boot.

NEVER will I use you again. And, I'm going to start telling anyone who will listen how awful my experience has been. Not sure anyone will read this, and if they do that they would care....but on that extremely remote chance, my phone number is 734-634-****.

Why do you have to enter at least 100 words before this platform accepts a person's review?? Seems like another way for your company to dodge feedback from customers.

Empire Today's reply to:

Love them!!

Dear customer, we're happy to hear that we made beautiful new floors easy for you in more ways than one. We hope to work with you on future projects!
ID
#1069756 Review #1069756 is a subjective opinion of poster.

Had a great experience putting laminate floors thru out my home! Price was so good, came on time, workers were very nice & spoke English :-) And it was laid perfectly Done in one day..

Looks wonderful!! Couldn't be more pleased & would highly recommend to others!! I would call them for any flooring I may need in the future. What a great experience they provided.

I am so glad I changed from carpet to laminate flooring!. The salesman really took his time with us, and answered all of my questions.

The workmen answered even more questions. The laminate is so easy to care for, and always looks great!

Empire Today's reply to:

Empire Today - Flooring Installation Review

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

While the flooring looked great upon installation, 4 days after installation, I had water seeping between the tiles in my bathroom. I am very disturbed that Empire claims to have the capability to remove and re-install a bathroom toilet in order to install new flooring in a bathroom, when I am seeing water seeping through the tiles. I would not recommend Empire to anyone.

Empire Today's reply to:

SO NO TO EMPIRE TODAY FLOORING

Dear Nina,
Providing exceptional customer service is our number one priority, and it’s our goal for our customers to have a positive experience from start to finish.
We appreciate you making us aware of your concerns and understand that your order has been cancelled per your request. If you continue to have questions and/or concerns regarding your experience please message us at customersupport@empiretoday.com.
Thank you.
-ET Customer Support
ID
#1065184 Review #1065184 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Saleswoman lilith was great
Cons
  • Made me wait on hold for 34 minutes
  • Electronically charged me but refused to issue electronic refund
  • Never showed up to install and never called
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution

The worst customer service EVER. When I made my appointment to look at samples, they told me they would send 300 carpet and hardwood samples.

The sales person arrived with maybe 75 samples of carpet only, 6 products in 12 different colors, and they FORGOT to bring hardwood samples. You are basically forced to make a choice from a very limited selection. Their so called "Half Off" sale is ONE carpet only, which is priced so high that even half off you can't touch it. When the time came for them to install, they called and CONFIRMED my appointment, and then NEVER SHOWED UP.

We moved a 3 bedroom house full of furniture and moved my disabled Father to another location for the installation, and they never showed up. When I called to find out what the heck was going on, they said that they had "Left a message" that they were rescheduling me to one month later!! Say NO TO EMPIRE!

Buy local... These people have no clue what they are doing, and the only way they are going to improve is if we BOYCOTT them.

Empire Today's reply to:

Carpet Seams visible and bubbles at seams

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

I had carpet installed on June 1st and 2nd, 2017, by two different crews. This first crew on June 1 did a bang up job (that's good).

However, the second crew didn't properly glue the seams together in order to hide them. All the carpet was the same, no differences in carpet. Also one area is showing a failure to "kick" tight the carpet in order to glue it down. Now, two weeks later, I still have not received a "repair" visit.

I called on June 2 to get a repair person to come out, minutes after the installation crew left. Wed would be the first appt. Fine, I said. Wed...

no call, no repair guy, so i called, ok, we'll do it on Friday. Friday... no call, no repair guy, so i called customer "no service" again and they told me they were escalating my request and that someone would contact me within 24 hrs. NOT.....

Finally, a lady in the Atlanta office called me to set up, yet another, appointment, today 6/15/17, between 8 - 12. Well, at 8:00 am I received the automated call, "you're not as important as you think, so we'll get out there this afternoon", message. So i called and left a message and followed up with an e-mail to the lady who assured me this would be done today. Well, now at 3:33 pm on June 15, no installer has shown up, or called.

But the lady did offer to schedule a repair team for Saturday. Saturday, if you can't get out on Wed, Fri, or Thurs, what makes you think they'll show up on a Saturday. The scheduling of the appointments is not the issue, it's the crews not showing up or calling to update you on their estimated arrival time. I've been waiting now 2 weeks to move into our new home, since i don't want to move furniture for the carpet guys, only to continue to wait and be put on a back burner.

Pissed... a bit!

Empire Today's reply to:

Horrible service, customer service. TRY HOME DEPOT

Dear Sheila,

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

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

I had carpet installed on a Monday. The installers left without installing the carpeting on the stairs telling me someone else would return on Tuesday to complete the binding work on the stairs.

They also left three rolls of carpet behind in the middle of my living room for the work on the stairs. Four days later, no call. Rolls of carpet are still in my living room. I have called Empire Customer Service every day since Monday requesting a call back and have not received one.

Nor has anyone been able to tell me when this job might be complete. I have spent hours on hold and cut off twice.

Empire Today's reply to:

Nightmare

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

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

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

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

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

He refused to give written estimate.

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

Shopping at Home was so Easy!

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

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

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

Worst home improvement experience of my life

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

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

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

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

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

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

Empire Today's reply to:

Terrible Service use Home Depot

Dear Chris,

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

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

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

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

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

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

If I want to reschedule them call Monday.

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

Empire Today's reply to:

Worst treatment ever!

Dear Michael,

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

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

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

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

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

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

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

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

No communication between company and customers.

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