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Empire Today's reply to:

Lies and defective flooring from Empire Today

Ms. Bruckner: I was able to locate your account information in our system and understand that we have reached a resolution with you regarding your flooring. If you have additional questions about your flooring, please feel free to contact us. Empire provides access to detailed product care and maintenance information for all of its products, as well as links to manufacturer and installation warranties. These recommendations can help you maximize the life of your purchase. Please contact me directly if you have any questions about the information provided on maintenance of your flooring or any other product concerns. I can be reached at customersupport@empiretoday.com. Angelica Snell, Resolution Team
Review
#169412 Review #169412 is a subjective opinion of poster.
Loss
$5900

Bob Bein, the salesman for Empire Today LLC, made several claims regarding the performance of their laminate flooring. We told him we had dogs; in fact, the dogs were under food. We shared with him our concern about 2 dog-related issues: 1) scratches from the dogs nails, and 2) moisture (if you catch my drift). Bob said that the laminate flooring was very resistant to scratches and dents. He said the floor would not dent even if we dropped a pot on it. He also said that the boards were tested under water and did not de-laminate. We asked him what we should use to clean the floor and he said that we should go on to Empire's website.

Bob, also told us the boards were random length and that each board was unique (a different pattern from all the others).

The floor was laid the next day. As the floor was being laid we noticed an oily film on the floor. We asked the installers about this and they said that the film should come up after cleaning. I asked them what we should use to clean the floor and they said just water. The boards were not random length. There were only 5 different boards. The installers laid them so that identical boards were laid next to each other with 8 inch offsets. This gave the floor a bizarre diagonal pattern.

The day after the floor was laid I set out to clean the oil film off the floor, because it looked terrible and left footprints everywhere you walked. I went on Empire's website to look for cleaning instructions. On the webpage titled "Laminate Flooring – Subhead Maintenance" it advises me to vacuum frequently or to use a dust mop. On the webpage titled "Cleaning" there are no recommendations. Well, I know that vacuuming or dustmoping will not remove an oily film, so I used water. I put tap water in a spray bottle and moped with a microfiber dust mop putting only a minimal amount of water on the floor. It didn't do any good. The floor still looked terrible and where ever you stepped you left a footprint in the oily film.

In the next few days I tried various things to clean. I thought that maybe the fact that our tap water has both chlorine and fluoride in it might have something to do with it, So I cleaned the floor again with filtered water (no chlorine, no fluoride). It still didn't look any better. So I went online and Googled ways to clean laminate flooring. Several people recommended 1 cup of vinegar in a gallon of water, so I tried that. That didn't work. Other people recommended equal parts of water, alcohol and vinegar, so I tried that. That didn't work. To this day I have found nothing that will clean the only film off the floor.

Exactly 5 days and 1 hour after the floor was installed we notice that several boards were starting to bubble up on the edges. The lamination was coming apart. By this time we were quite frustrated with this floor and decided we just didn't want it.

I called Empire. After a lot of trouble (customer service offers no customer service), I was finally able to speak with Rebecca Clark, the National Customer Service Manager. I told her my complaints and she said she would send out an independent flooring inspector.

Between that telephone call and the inspection we noticed more boards becoming de-laminated in addition to several dents (we have not dropped anything on the floor). In fact, every week that goes by we find more boards coming delaminated.

The inspector came and did his thing. I asked him how to clean the floor and he said to use a half cup of ammonia to 2 gallons of water. So after he left I tried that solution, but that was the worst of all!

Empire has offered to replace the damaged boards but has offered no assistance or advice on how to clean the oily film off the floor. More boards are becoming delaminated every week. We can not live with a floor that is constantly needing to have boards replaced or a floor that looks terrible because it can't be cleaned. We believe the floor is doubly defective.

We have filed a complaint with the Illinois Attorney General and have file a civil law suit (small claims) against Empire for the cost of the floor ($5900).

People who were NOT helpful:

Bob Bein (Salesman)

Rebecca Clark (National Customer Service Manager) 888-588-2315

Steve Silvers (CEO) 847-583-3000

Empire Today's reply to:

Empire Today in Washington, District Of Columbia - Pushy Empire Sales Rep

We apologize that you did not have a positive experience with our sales representative and that our customer service did not meet your expectations. Customer satisfaction is extremely important to us. Our sales representatives work with each customer to understand their needs and ensure they are provided the right products at the right price. 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. 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 or email us at customersupport@empiretoday.com with your contact information and we will follow back promptly. Rebekah Clerk, National Customer Service Manager.
Review
#168151 Review #168151 is a subjective opinion of poster.

My wife and I had a sales rep come out from Empire when we wanted to get a quote on flooring for our kitchen and living room. Since we see their TV ads along with all the specials we said why not?

Anyway, the rep was a tall burly guy, local, seemed down to earth and friendly. At first things went well, even after the somewhat long-winded sales pitch about the company. It was not until after we got two quotes from him that things went downhill. We received two quotes: one for laminate flooring and the other for engineered hardwood.

The initial quotes were $6500 and around $9500 respectively for only 450 square feet! When I told him that we would think about it he started to become pushy just like a used car salesman. "What would it take to get you on this new floor?" I told him that I would not commit to anything right now since we just moved in and we had other projects in-line for our house, such as additional electrical work and new windows. I also told him that I was reluctant to buy since there was no guarantee that I would be approved for financing after signing anything, especially when the highest rate could be in upwards of 30%!

The tipping point came when he told me that since I just purchased the home I could use the $8000 first-time homebuyer stimulus to pay for the flooring... Unbelievable!

None of his god-da** business as far I as I was concerned. Sorry Empire but that "cheap" flooring from Home Depot and Lowes that your rep warned me about is looking better every day...

Empire Today's reply to:

Yet Another Bad Experience with Empire Today!

Truthaboutempire: We would be happy to discuss any concerns you have with Empire Today. Customer satisfaction is very important to us and we stand by our products and installation. If a customer experiences a problem, we work to identify the issue and provide a resolution. In some cases, we do bring in an outside inspector to help provide information and assess the problem in order for us to better serve the customer. As a member of the Marketing Communications Team, I am available for you to contact me at pressrelations@empiretoday.com or via phone at 847-583-5248. Gina Cielocha, Marketing & Communications Manager
Review
#167713 Review #167713 is a subjective opinion of poster.

Hello everyone this is just a repost of a consumers affairs with Empire Today. Let the truth out about them stear cleer!

Peace & GL All

"I was making enough noise about my *** carpet that finally "Helen" from Empire Corporate Office contacted me. I remember reading the name "Helen" in several other complaints about Empire. They probably have a room full of "Helens" sitting on their 800 number that say they work for Corporate Office. I did what she said I had to and allowed a third-party (at Empire's choosing) to come and inspect my carpet.

Three weeks later, after my phone calls to Empire, Helen called me back today and read me the report. The inspector supposedly said that the carpet is wearing normally -- I told her that it is not normal for a 15 month old carpet to have dark trails where you walk -- and the inspector had agreed with me while he was here. I told her I knew the dude was an employee of Empire Today -- she says he is not. If he isn't, he must be paid by Empire Today to say one thing to me and put another thing in their reports.

Empire sells such *** that he probably makes a very good living inspecting their lousy products. I am really po'd -- Empire has not heard the last from me."

Empire Today's reply to:

Empire Today in Denver, Colorado - New Hardwood and Carpet

As a member of Empire and the Customer Service Team, I am sorry your experience did not meet your expectations and truly want to ensure you are satisfied with your products and installation. Thank you for bringing this to our attention as we want to hear about anything that goes wrong and work with each customer to reach a resolution. Making improvements to your home is an important and big decision and we understand that it can be frustrating to have somebody come back several times. We do stand by our products and installation and all of our installers are professional. It is our goal to ensure that customers are satisfied with every step of the Empire process. I would like the opportunity to speak with you about your experience. Since I do not have contact information to reach you, please email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. I forward to hearing from you. Rebekah Clerk, National Customer Service Manager
Review
#167480 Review #167480 is a subjective opinion of poster.
Loss
$4400

I know that we will not ever use this company again.

The communications between the sales person and the installers was terrible. Be sure to write down what you want and give it to the sales rep that way there is no miss communication what so ever.

On the hardwood flooring they put it down and then had to come back out two weeks later and tear it all up and replace it because they did not float out the concrete flooring. The transitions didn't match so they had to come back out after the first of the year to replace them. With the carpet we specifically asked that they cut the carpet and pad at the warehouse for we have nowhere at our condo to cut the carpet and that we did not want them to cut the carpet on the grass and or out in the street. So the carpet guy shows up and has to leave to go get the right tack strip, then comes back and gets started. What does he do he cuts the padding on the grass where dogs *** and ***. And cuts the carpet out in the street where it is dirty/dusty. Complained and nothing was done.

Now they have to come back out because they didn't properly secure the tact strip down right.

Empire Today's reply to:

Empire Today in Fort Worth, Texas - Shower Installation

Mr. and Mrs. Dunn, thank you for bringing your concerns regarding the installation or your shower to our attention. I apologize again for any inconvenience this may have caused you. Customer satisfaction is important to Empire and we take feedback from our customers very seriously. It is my understanding that we have discussed and finalized a resolution with you. If you have additional questions, please feel free to email us at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#167472 Review #167472 is a subjective opinion of poster.
Loss
$4000

We had 2 showers done 8000 dollars. The installer fell through my ceiling during installation.

Then 4 months later it was leaking water through my ceiling a repair person came out said it was a *** job and would be replaced.

Did not hear from them for 3 months and only when we called them back to see what was going they came and measured for a new shower pan came back 1 month later with the wrong one it has now been 5 more months without a shower and still have not heard from them. I will report this to the BBB and I will not continue to pay for this *** job.

Empire Today's reply to:

Empire Today in Troutdale, Oregon - Very inferior carpet

I would like the opportunity to speak with you regarding concerns with your carpet. Customer satisfaction is truly important to Empire, and we want address your concerns. It is not uncommon for new carpet to shed. 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. Since we do not have your contact information, if possible, would you please contact us so we can provide you a resolution, please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#166044 Review #166044 is a subjective opinion of poster.
Loss
$1

I bought empire carpets and was told it was great carpet. It shedds all the time, and already looks worn.

It is not even 2 years old. The carpet on the stairs looks really bad. I will have to soon replace it, and it won't be with empire carpet. It was installed the next day with only one guy that spoke english.

They were in and out very fast. The installers seemed to be nice. The carpet looks so bad on the stairs I have totally covered them with plastic.

If you are looking for carpet , don't call empire. You will be sorry.

Empire Today's reply to:

Empire Today in Los Angeles, California - Billing from ge money bank

I’ve read your post and I apologize that you feel you weren’t provided all the information in regards to the financing of your purchase. I also wanted to follow back and provide you some additional details regarding our financing programs. With approved credit, Empire does offer financing through GE Money and other providers dependent on the region where the customer lives. Our Sales Representatives have the credit applications and will provide them to the customer during the in-home appointment for completion of the credit request; it provides the details on the program. In addition, we also have the information on our website along with our Customer Service Team can also provide support if a customer has questions or needs additional information. Since I’m not able to pull the information on your account, I’m unable to comment on the financing promotion during your in-home appointment. I do apologize once again, if there is anything that I can provide you additional details or answer any questions that you might have, please feel free to give me a call at 888-588-2315 x4195 or you can email me at customersupport@empiretoday.com. Rebekah Clerk, National Customer Service Manager.
Review
#165911 Review #165911 is a subjective opinion of poster.

empire today gives out false information. their sales rep does not enclose that after the year of free interest if the consumer does not pay off the loan by the end of the year they will add the interest to the account..so there is no free interest..then it goes to ge money bank to be billed then to a collection agency to be harassed.

the service is soooo bad and they do not communicate with anyone. do not use this comoany for any products or use their no payments for one year service.

they owe big time. ha

Empire Today's reply to:

Empire Today in Englewood, Colorado - Defective Carpet Not Replaced

As a member of the Customer Service Management Team, I apologize that you did not receive the level of service you were expecting. Customer satisfaction is truly important to Empire, and we want to address your concerns. We want our customers to be as happy with the overall experience and the service they receive. I would like the opportunity to speak with you regarding the problems with your Empire Carpet. We stand by our products and offer quality, name-brand products from leading manufacturers that are backed by manufacturer product and installation warranties. Our products are available in a wide selection of styles and colors to meet our customers’ needs and lifestyle. If possible, would you be able to contact me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#165780 Review #165780 is a subjective opinion of poster.
Loss
$2100

I had new carpet installed through empire an I was initially pleased. It is now a month later and the carpet is falling apart.

When I contacted the customer service center they were very rude. They tried to blame holes in my carpet on my cats. When I informed them that my cats have lived with me for five years and they never disrupted or old carpet.

I am still dealing with the situation and I will never use empire today again. I urge anyone thinking of using empire to look else where even if you have to spend extra money,

Empire Today's reply to:

Empire Today - Bad experience with Empire in Seattle

As a member of the Customer Service Management Team for Empire, I apologize for your experience with the process of your Empire Today window treatment order and the misinformation you were provided during your in-home appointment. We know that making improvements to your home is an important and big decision and our goal is to make it hassle-free and provide you with the highest level of service. I would like to have the opportunity to speak with you so we can follow back and address the situation with the sales representative involved. 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
#165312 Review #165312 is a subjective opinion of poster.

My wife called Empire Today to have blinds installed in our home in Queen Anne, Seattle, before Christmas. A sales guy came to the house, and after showing us samples of what we could put on our windows (and we were told more than once the fabric we chose "was no longer available") and a great deal of our time going over everything, we ordered the blinds.

The next day, the same guy came back to the house; we had to re-order EVERYTHING due to the fact that the catalogue he showed us was "old" and no longer valid! So, the whole process begins yet again...and he leaves. Then, 2 days later, we receive a call that the blinds we ordered for our bedroom "would take a minimum of 3 weeks" and would in fact not be ready by Christmas, and could he come back and have us pick a different fabric yet again!! So, we just cancelled the order for the bedroom.

Later that week, the installers came, and actually did a good job putting up the few blinds we did manage to get. Therefore, we decided to go with the same blinds for the remaining windows in order to insure they would all be up by Christmas. Well, you guessed it; only 3 blinds came in, and the remainder would NOT be ready by Christmas, and in fact, someone from Empire Today forgot to put the order in!

No compensation offered for very expensive blinds that I would never order from Empire Today ever again.

Empire Today's reply to:

Empire Today in Oakland, California - Worst Customer Service on the Planet - avoid at all costs

As a member of the Customer Service Management Team for Empire I apologize for the inconvenience that this may have caused you; the situation you described isn't how we handle our scheduled appointments. Customer satisfaction is extremely important to us. Since we don't have any retail stores, our in-home appointments are the only way for us to show consumers our products and world-class service. 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 representatives 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
#165025 Review #165025 is a subjective opinion of poster.

We called Empire one month ago, asking for a 9-11 appointment on a Saturday. No one showed.

We called again for a 9-11 appointment, we got a call at 11 saying they'll be 45 minutes late. We cancelled. The manager called me to apologize and promised a 15% discount and future on time appointment. We scheduled a future appointment - again, no one showed.

I guess they don't want my money.

A huge waste of time, effort and energy. There are plenty of other companies out there who deserve your business - please don't give it to Empire.