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Empire Today's reply to:

Empire Today - 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
Review
#1061406 Review #1061406 is a subjective opinion of poster.
Cons
  • Customer service
  • No show installation
Reason of review
Poor customer service
Tags
  • Installation

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:

Empire Today - 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
Review
#1058486 Review #1058486 is a subjective opinion of poster.
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.

Empire Today's reply to:

Empire Today - 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
Review
#1057819 Review #1057819 is a subjective opinion of poster.
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:

Empire Today - 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.
Review
#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:

Empire Today in Westbury, New York - 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.
Review
#1055535 Review #1055535 is a subjective opinion of poster.
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!!!!!!

Empire Today's reply to:

Empire Today - Not reliable

Dear Jody,
We are committed to consistently providing our customers with the best quality service nationwide, and view every customer purchase not as a one-time event, but as the beginning of an ongoing partnership.

We thank you for being a repeat customer, and assure you that your concerns are important to us. We will be following up with you shortly to address your concerns.
Thank you for your patience.
-ET Customer Support
Review
#1054606 Review #1054606 is a subjective opinion of poster.
Cons
  • Not reliable
Reason of review
Poor customer service
Tags
  • Didnt Show Up Ontime

I made an appointment with empire and 15 min before the window was up they called me to tell me they would be an hour late. I had to get to work.

tried to reschedule but nothing available for days and since this is a rental that I was waiting at, I needed to get it done. told them I would wait. waited an additional hour and a half with no one showing up. called to find out what was going on and was told I rescheduled.

total ***. This is the second time this has happened with them over the past few years.

Customer service rude and couldn't care less. This must happen all the time.

Testimonial

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

I called several places, but Empire Today was the only one that talked to me on a Saturday afternoon and scheduled a person to come out Monday. Everybody else waited until Monday or Tuesday to even call me back. I had hardwood installed in my master bedroom. It was in...
View full review
Review
#1060349 Review #1060349 is a subjective opinion of poster.
Reason of review
Good quality
Empire Today's reply to:

Empire Today in Palo Alto, California - The worst Flooring Company in Monterey/Santa Cruz County I have Encountered

Dear Paul,

We are dedicated to achieving our vision of becoming America’s first and best choice for installed flooring. This vision could not be possible without customers like you, therefore our goal is to ensure that all customer concerns get addressed.

We appreciate you making us aware of your experience, and we’ll be following up with you shortly to start working towards a resolution.
Thank you for your patience.

-ET Customer Support
Review
#1052081 Review #1052081 is a subjective opinion of poster.
Cons
  • Not accountability broken promises waste my time twice
  • No corporate oversite
  • Idiots
Reason of review
Poor customer service
Loss
$200
Preferred solution
Full refund

It would appear that the main reason Empire Today runs all of those TV and Radio commercials is to attract more customers than they scare away?? In my case I wanted to schedule an estimate.

All of the other floor companies would send a person to do the measurements, then a follow up meeting to review the different product options. I work +50 miles from my house. I have a key lock box with an alarm system that can be turned off with my cell phone. Empire would not schedule an appointment unless I was there.

So we scheduled on the weekend. The sent numerous emails and text message reminders. The day of the appointment, the sales person was a no show. I called and was told he was sick and could not make it, but no call.

The next week same thing, an appointment that they never showed up at or called. When I call, I was told that inspite of all of the emails and text messages, the "sales manager did not assign a representative to my appointment" They lied. This is actually a good sign. I would assume that if I hired them, this apparent corporate culture of wasting the time of potential customer, would only blossom if I was an actual customer??

Good thing I did not need to find out too late in the game. Consider your options......RUN AWAY!!!!!

Empire Today's reply to:

Empire Today in Wilmington, Delaware - Carpet Metal Trim Installation

Dear Sara,
Our mission is to “Make beautiful new floors easy,” for our nationwide customers. At our core are the values of respect, integrity, teamwork, “customers first,” and the quality results that our brand commands.

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
Review
#1050500 Review #1050500 is a subjective opinion of poster.
Reason of review
Warranty issue
Preferred solution
Fix all of the trim

Empire did a beautiful job installing the carpet but did a hideous job on the metal trim at the doorways and refused to correct the install. They offer one year installation workmanship warranty but don't stand behind it.

Would not recommend Empire to anyone. They don't return phone calls to people that place complaints with them. I have called numerous times and have spoken to many different people yet nobody wants to help correct this situation.

The installers should include on their team someone who has the knowledge of installing metal trim at the doorways since every house has interior doorways. Completely unprofessional trim work.

Empire Today's reply to:

Empire Today in Schenectady, New York - THINK TWICE

Dear Yan,
We are committed to upholding our reputation and achieve our vision to become America’s first and best choice for installed flooring. 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 understand that we have spoken to you in regards to your concerns, and are currently working towards a solution. We will continue to follow up with you until your concerns are addressed.
Thank you.
-ET Customer Support
Review
#1050401 Review #1050401 is a subjective opinion of poster.
Cons
  • Lack of communication
  • Poor customer service
  • Job quality
Reason of review
Poor customer service
Preferred solution
Price reduction

NEVER AGAIN! If I could give negative 5 that would be the score they deserve.

Customer service non existing, calls never answered, and never returned. Installers barely speak English, so if you have any point to get across, good luck. unless you habla Espaniol. Installation day.

Arrived late. Removed old carpet and pad, never bothered to vacuum. Left staples in the sub-floor here and there, i can feel them when walking barefoot. Worked till after 9pm.

In the result: seams coming apart after one week. On the stairs they left 5mm gap between edge of the carpet and wall trim. Two different crews sent in after to fix things up, came and gone without doing a thing, well they took pictures and spoke on the phone in Spanish. Then informed me they can't do anything because they don't have carpet with them.

That happened TWICE.

42 days They coming back tomorrow, and promised third time is going to be a charm. Will update.