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Empire Today's reply to:

Empire Today - Worst home improvement experience of my life

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.
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Review #1057819 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today - Terrible Service use Home Depot

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.
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Review #1056133 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today in Westbury, New York - Worst treatment ever!

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!!!!!!
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Location
Westbury, New York
Review #1055535 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today - Not reliable

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.
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  • Didnt Show Up Ontime
Review #1054606 is a subjective opinion of poster.
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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...
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Reason of review
Good quality
Review #1060349 is a subjective opinion of poster.
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Empire Today's reply to:

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

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!!!!!
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Location
Palo Alto, California
Review #1052081 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today in Wilmington, Delaware - Carpet Metal Trim Installation

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.
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Location
Wilmington, Delaware
Review #1050500 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today in Schenectady, New York - THINK TWICE

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.
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Location
Schenectady, New York
Review #1050401 is a subjective opinion of poster.
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Highly Recommend Empire Today

I had Empire Today install rugs for our master bedroom and the hallway and steps. My sister recommended them and they had the best price. The rugs are exactly what we wanted. It was perfect. The guys from Empire Today did a great job. I'll definitely use them again. Richard Marshall
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Reason of review
Good quality
Review #1060351 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today is horrible

Hands down the worst company ever to deal with. We had an in-home estimator who missed the appointment and called last minute to cancel. Then came the next day half drunk and threw carpet sample books all over my brand new wood floor and against my freshly painted wall. Nonetheless, we accepted the quote and scheduled the installation of the stair carpet runner and fully carpeted stairs into the basement. The day of the appointment came, I took off work to wait for the installers, no show until 6:30pm then proceeded to tell us that they didn't have the equipment and will be back the next day at 9am. Next day, no show at 9am. Called the installers who barely spoke English to only be told that he isn't coming back because he doesn't have the equipment to do the runner and to call customer service to reschedule another crew. We called and got another appointment. The day of the install, again took off from work to wait, no show. Get a call at 5pm to tell us that they are not coming because they are running late. We canceled the entire order. No follow up from customer service nor the drunk sales rep who sold the job. I guess they don't give a *** about customers or their reputation. Beware of dealing with Empire Today. It is the worst!
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Review #1046922 is a subjective opinion of poster.