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Empire Today's reply to:

Empire Today - The old bait and switch

Susan, thanks for posting the information on your experience with us, I’m sorry that we were unable to service you with our products and that there was a delay in the refund processing. I was able to have our Customer Service Team review the details on your account. We will be following back with the Local Market Sales Team on your experience and concerns that were expressed. Customer satisfaction is very important to us; we review every concern and if the customer is willing, work on a mutual resolution. I wanted to give you additional information regarding our promotions. Empire offers a variety of promotions and online specials, our Buy One Room get Two Rooms Free offer during the time you had your visit was on select styles of our Carpet and Flooring products and only covers the cost of the product, however with this promotions and also our other promotions and offers, certain conditions must be met to eligible for the receiving the offer. Once again, I do apologize for the service that you received and wish that we had the opportunity to service you for your flooring needs. If you have any questions, I would like to recommend that you contact, our National Customer Manager, Rebekah Clerk, at customersupport@empiretoday.com or call 888-588-2315 x4195. Bridget Moscatello, Vice President of Customer Care.
Review
#173131 Review #173131 is a subjective opinion of poster.

I had Empire Today come out under their Buy 1 get 2 free campaigns. While the selection was good and I did find carpet and wood laminate flooring, the bait and switch occurred after I placed the order.

First, the laminate was not covered under the campaign. However, I was "given" a 67% discount, which was supposed to make up for not being included. Then the quotes were given with no breakout for materials, labor, etc. I was given a "30 day" price and a "Install Tomorrow" price, with the "30 day" price being $350 more. I placed the order for "Install Tomorrow", but the more I thought about it, the more disturbed I got and wound up canceling the order the next day (2-20). After I cancelled the order, the salesman called back, stating that he had calculated that I needed 18 boxes of laminate, when in fact, I only needed 10. I wonder if that mistake would have been found out by the time I had to pay. However, I found out that Empire did not cancel the order until today (3-1), meaning that they will wind up keeping my deposit for an extra week.

Empire did not provide detailed quotes in terms of room dimensions, cost of materials, labor, etc. Without details, it is impossible to do any kind of price comparisons. They also schedule the installation before the consumer deadline of 72 hours. I guess the expression "Buyer beware" applies to Empire. By "discounting" the install next day price, people do not have time to think or comparison shop and wind up thinking they got a good deal.

Empire Today's reply to:

Empire Today in Philadelphia, Pennsylvania - Windows!!!!!!!!!!

I've read your information that was posted and your concerns about obtaining the warranty information for your windows. I was also able to locate your order in our system, and it appears that we have sent you the information via email. If you have not received the information you need, please feel free to contact me directly at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#172746 Review #172746 is a subjective opinion of poster.

To Whom it may Concern:

I've been trying to contact someone from your company for over a month now and every time I call I get told that someone will get back to me in 1-3 days of which I don't hear from anybody. I had WINDOWS installed NOT *** window treatments and all I want to know is if my windows have a warranty.They where installed May of 2007.

I don't see what the problem is that I keep getting a run around it is a simple question and apparently nobody who works there can answer.

I would appreciate a email from somebody who know what they are talking about. tiffnbill3031112@comcast.net

Empire Today's reply to:

Don't Use Empire Today

Anthony, thank you for posting the information on your experience, customers are very important to us. I was glad to see that you enjoyed your initial purchase. I do apologize that we didn’t meet your expectation on your in-home appointment. From an initial purchase to repeat purchases, our goal and focus is to offer all our customers a service level that not only meets but beats their expectations no matter which product they purchase or the region in which they were serviced. I would like to have a member of your Customer Service Management Team review the details on your post and the information that we have on file. However, based on the details that were provided, I’m not able to have our Customer Service Team locate your contact information. If you would like the opportunity to speak with Rebekah Clerk, National Customer Service Manager, you can contact her at customersupport@empiretoday.com or call 888-588-2315 x4195. Bridget Moscatello, Vice President of Customer Care.
Review
#172727 Review #172727 is a subjective opinion of poster.
Loss
$2000

I used Empire today for a simple install of carpeting on my basement stairs. They were good.

I decided that since I wanted blinds I would call them again. Being on vacation, I was promised the installer would come out and measure and then 2 days later the blinds would be installed. I was never contacted by the installer because the salesman never put in the order. I then cancelled the order after having been on the phone with their customer service 5 times.

I had to stop payment on my check and speak to multiple people who could not get it through their head I never wanted anything to do with Empire Today ever again. It was great disappointment that I post this complaint but unfortunately I have heard nothing but bad things about the company. I have contacted a local window treatment company.

Owned locally by a very nice couple. I plan on keeping with the little guy from now on.

Empire Today's reply to:

Empire Today in Cochranville, Pennsylvania - Sold me worthless carpet

Customer satisfaction is truly important to us and we want address your concerns. We work with leading manufacturers and carry a wide assortment of products and styles to meet the needs of our customers’ lifestyles. 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. At times, we also hire an outside third party to review the product. We will then use this information to work on a mutual resolution with the customer. I would like to have Rebekah Clerk, National Customer Service Manager, speak with you regarding your concerns with your carpet. Based on the information on your post, we’re not able to locate your information in our systems, if possible, could you please contact her at customersupport@empiretoday.com or call 888-588-2315 x4195. Bridget Moscatello, Vice President of Customer Care.
Review
#171217 Review #171217 is a subjective opinion of poster.
Loss
$2500

Empire Carpet should be banned as they have terrible carpet and will not hold up wear with just 2 people in the house. I was foolish enough to buy their carpet but I will never buy anything from them again..

They will not accept any claim as to the worthless carpet they sell. They stink !!

I had the carpet checked by their rep and was told that all was acceptable, but another local firm said that they have had several other customers ripped off by EMPIRE and replace their carpet for them.

Carpet that I bought just 1 year ago will need to be replaced in another year because of the shedding. PLEASE if you read believe me do not buy from them.

Empire Today's reply to:

Empire Today in Pittsburgh, Pennsylvania - Please read before buying from Empire Carpet

I've read your comments and recent post; I would like the opportunity to speak with you regarding your experience with the performance of the laminate flooring. As a member of the Customer Service Management Team, it is important for me to assist in understanding your concerns and but also work with you on a resolution. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers' lifestyles. We will work with each customer during their in-home appointment to select the right products to meet their needs. All our products are backed by manufacturer product and installation warranties. If there are any issues that arise with the quality of the product or service of the installation, we will work with the customer on identifying the concern and assisting in providing a resolution and potentially hire an outside company to perform an inspection of the flooring. If possible, would you be able to contact me at your earliest convenience, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#171202 Review #171202 is a subjective opinion of poster.
Loss
$6

My husband and I have been misled by Empire in every aspect of the way. We were given three different prices for the cost of wood laminate flooring for our kitchen, family room, laundry room and powder room.

The cost started out as 8,000.00, went down to 5,500.00 and then another jump up to 6,000.00. Salesmen never told my husband and me that water could never be used to clean the floor, but gave us a huge sales pitch on how the flooring was tested in laboratories and could have water sitting in one area for five days before any signs of visible damage. It was only after our floor was installed and the installers were leaving, that I was told that under no circumstances was I to use water on this floor. Then why the huge sales pitch on the flooring being able to withstand water?!?!

Not to mention the installers left with ten boxes of flooring that we are most certainly sure we paid for. When questioned by my husband, they said that they carry extra with them. However, the story told by Customer Service when my husband called was not the same. He was told they had another job.

After two months time, the floor has started to bubble and peel.

We noticed it in front of the sliding doors, in front of the sink and dishwasher, and in front of the refrigerator where areas get splashed with water. We were told that these floor boards have a wax coating to protect them from water damage, but when checked by someone we know who sales floors, we were told that there is no wax on the edges of the flooring.

We have phoned the Empire headquarters several times to get some kind of resolution; they have been terrible in returning calls and now are not returning any of our calls. The last time we spoke, they wanted to charge us eight thousand dollars to come out and replace the flooring with tile.

Empire Today's reply to:

Empire Today in Pittsburgh, Pennsylvania - Please read before buying from Empire Carpet

I have reviewed your post and want to talk with you about your experience. As a member of our National Customer Service Team, I apologize for the lack of response you have received. I assure you that we take customer satisfaction very seriously and want to work with you to help you reach a resolution. Empire provides quality, name-brand products to our customers and we stand by our products and installation. We would like to assess the issues you are experiencing with your flooring to determine how to best resolve you concerns. All of our products are backed by manufacturer warranties plus Empire guarantees the workmanship on all of its installations for one year. Please contact me directly so I can help you. I can be reached at 888-588-2315 x4195 or customersupport@empiretoday.com. I look forward to speaking with you soon. Rebekah Clerk, National Customer Service Manager
Review
#171193 Review #171193 is a subjective opinion of poster.

My husband and I have been misled by Empire in every aspect of the way. We were given three different prices for the cost of wood laminate flooring for our kitchen, family room, laundry room and powder room.

The cost started out as 8,000.00, went down to 5,500.00 and then another jump up to 6,000.00. Salesmen never told my husband and me that water could never be used to clean the floor, but gave us a huge sales pitch on how the flooring was tested in laboratories and could have water sitting in one area for five days before any signs of visible damage. It was only after our floor was installed and the installers were leaving, that I was told that under no circumstances was I to use water on this floor. Then why the huge sales pitch on the flooring being able to withstand water?!?!

Not to mention the installers left with ten boxes of flooring that we are most certainly sure we paid for. When questioned by my husband, they said that they carry extra with them. However, the story told by Customer Service when my husband called was not the same. He was told they had another job.

After two months time, the floor has started to bubble and peel.

We noticed it in front of the sliding doors, in front of the sink and dishwasher, and in front of the refrigerator where areas get splashed with water. We were told that these floor boards have a wax coating to protect them from water damage, but when checked by someone we know who sales floors, we were told that there is no wax on the edges of the flooring.

We have phoned the Empire headquarters several times to get some kind of resolution; they have been terrible in returning calls and now are not returning any of our calls. The last time we spoke, they wanted to charge us eight thousand dollars to come out and replace the flooring with tile.

Empire Today's reply to:

Empire Today Biggest Rip off of 20th Cent..

Truthaboutempire: As a member of our Sales Management Team, I would like to discuss your concerns with our company. I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 ext 4195. Rebekah Clerk, National Customer Service Manager We have an A+ rating with the Better Business Bureau. This grade represents the BBB's degree of confidence that the business is operating in a trustworthy manner and making good faith efforts to resolve customer concerns. Customer satisfaction is extremely important to us and we do our best to provide a resolution to customers that experience problems. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers’ lifestyles. 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 service of the installation, we will work with the customer on identifying the concern and assisting in providing a resolution.
Review
#171139 Review #171139 is a subjective opinion of poster.

Hello again all its truthaboutempire, while I was searching through the empire today post I stumbled across a acient (lol) post around 2006 about empire thats still recieving comments! I hope that guy got his home repaired or reimbursed. But anyways this is a post from another consumer who supports letting the truth be known about Empire Today Peace & Gl all:

"The problem with this company is that they are so dishonest and have shielded themselves from unhappy customers by giving them the runaround. If you try to take them to small claims court, you have to make sure you have the exact name and address of the company you are trying to sue. But Empire Today has so many addresses, it's impossible to know which one is the correct one to use and if you had the wrong one, the case would be thrown out. There are so many complaints into so many BBB offices all across the country, but they close the cases as if they're settled when the consumer doesn't accept their offer. It's because, like Tom, they offer to replace the product at an additional cost to the consumer, (they want us to give them MORE money for another bad product and bad service) when it should be replaced under a warranty or because of poor installation or quality. So when the customer doesn't accept the offer (since no one wants to throw more good money after bad) the BBB closes the case saying Empire made an offer but the customer didn't accept it. They put bad quality products into your home, don't stand behind their products, don't return calls, don't have good installation teams, don't have good service, don't have next day installation....I don't know how they get away with advertising 'next day' when they never show up the next day, but make people wait 12 hrs. Attorney generals of the states Empire Today does business in, should look into the fraudulent sales practices of this company. I don't know when someone will shut them down. Maybe someone needs to notify the media and shine the light on this dishonest company."

Empire Today's reply to:

Empire Today in Atlanta, Georgia - Empire installed defective laminate flooring which they refuse to make right.

Ms. Parker, I would like the opportunity to speak with you regarding your experience with the performance of the laminate flooring. As a member of the Customer Service Management Team, I want to be sure that we can work with you on a resolution. I understand that we have already offered to repair your flooring. If there are any issues that arise with the quality of the product or service of the installation, we will work with the customer on identifying the concern and assisting in providing a resolution and potentially hire an outside company to perform an inspection of the flooring. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers’ lifestyles. All our products are backed by manufacturer product and installation warranties. It is important to following the product care information provided at the time of your installation for laminate flooring in order to properly maintain the floors. It is recommended that you use any reputable laminate floor cleaner, following the manufacturer’s recommended guidelines, and please avoid the use of water. Be sure to remove any wet spills immediately to avoid liquid penetration into the seams of your flooring. If possible, would you be able to contact me at your earliest convenience, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315, ext. 4195. Rebekah Clerk, National Customer Service Manager
Review
#170202 Review #170202 is a subjective opinion of poster.

We purchased laminate flooring in September 2008. The salesman, Alan Peele, knew that it would be installed in our kitchen and den. He assured us that it was even more user friendly for our purposes than hardwoods would be. $2,451.00 later, we had our new floor. We liked its appearance, though the boards were not laid exactly as had been described. What we did not like was that a year later, the laminate was "bubbly" in places. My first contact (Nov 2009) was Rhonda Coleman, who was slow to return my calls. She did send two people who I thought were to repair the affected boards. It seems they were there to assess the damage and report to Empire, who might or might not pay for this. They were unable to answer any of my questions. As they were leaving, I pointed out that they had further damaged the floor and it looked even worse; they put some blue duct tape along the more noticeable places. After repeated calls to Rhonda, she said it was our fault the floor was bad and that Empire wasn't responsible for moisture damage. When I became upset, another assessor came to view our floor. Eventually Rhonda told me Empire would not stand by the promises made by the salesman.

She referred me to Renatta Odum, who essentially said "tough luck." Ms. Odum said we could pay for another opinion ourselves. She too had no explanation for why Empire would install a kitchen floor that couldn't be damp mopped. She was curt, but I did get the name of the next higher up, Tim Sherwin.

My husband and I both explained we weren't out to profit from this; all we wanted was a simple repair. Tim Sherwin too essentially said "tough", although he did say the floor we had was supposed to be durable and highly resistant to moisture. My husband pointed out that the worst damage was not even in an area exposed to any wetness. He also asked how one can clean a floor or even walk on it without some contact with moisture. He told Mr. Sherwin that we had been very careful and had not abused the floor at all. He asked about the assurances we got before we paid for this fiasco. We got no answer for this and no apology. Mr. Sherwin did send us their report; we have given it to our attorney.

My advice is to avoid Empire at all costs. Whatever you're walking on is better than the poor service we've experienced.

Salesman Alan Peele:314 374 3299

Rhonda Coleman: 770 441 8077

Corporate Renatta Odum (?) 847 583 3000

Regional Tim Sherwin 888 588 2315 ext 7813

Empire Today's reply to:

Empire Today in Camden, New Jersey - Empire carpet, horrible customer service & installation

As a member of the Customer Service Management Team for Empire, I am sorry that the experience didn't meet your expectations. Customer satisfaction is extremely important to us. I apologize for the inconvenience that this may have caused you; the situation you described isn't how we handle our scheduled installation appointments. We know our customers are very busy and we take the appointments very seriously. I would like to have the opportunity to speak with you so we can follow back and address the situation with the installers involved. If possible, I would like if you could contact a member of our team to discuss your concerns so we can provide you a resolution, please feel free to email us at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. - Rebekah Clerk, National Customer Service Manager
Review
#169930 Review #169930 is a subjective opinion of poster.

We ordered carpet & paid in full (cashed the check right away) and scheduled a month away. A complete nightmare.

The crew was to be at our house by 3pm; they showed up at 8pm. The numerous times I called customer service we continually caught them in lies of where the crew was. Put on hold and then forgotten, "supervisors don't work this late". The crew left our house at 10pm.

My complaints were not answered for days!!

Finally we were told that we were only entitled to $75 reimbursement, because it really was their problem anymore. Horrible Horrible service!

Empire Today's reply to:

Empire Today Carpet

Since we don't have any retail stores, our in-home appointments are the only way for us to show consumers our product lines and world-class service. Unfortunately, based on the information provided, I'm not able to locate any information in our system. I apologize for the inconvenience that this may have caused you; the situation you described isn't how we handle our scheduled appointments. We know our customers are very busy and we take the appointments very seriously. I would like to have the opportunity to speak with you so we can follow back and correct the situation with the market and the sales representative. You can reach me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195 - Rebekah Clerk, National Customer Service Manager.
Review
#169896 Review #169896 is a subjective opinion of poster.

Empire Carpet is horrible. I was scheduled for someone to come out to do a quote on my flooring on Saturday 1/30/10.

Well do to the weather they could not come. This was understandble however, they scheduled another day 2/1/10, and they were a ns, then I was scheduled for yesterday 2/2/10 and this time they ncns. This is very bad business and I will not use them nor recommend them to anyone that I know.

If someone thinks about using them I will quickly change their mind. I am pissed to say the least.