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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.

Empire Today's reply to:

Empire Today in Belton, Missouri - Empire Carpets BAD installation and BAD customer service!!

As the National Customer Service Manager, it is very important that our customers are satisfied with the service and products that they receive. I apologize that they products that you purchased didn’t meet your expectations. We do offer product manufacturer warranties and we stand behind our installation with a one year warranty. I would like the opportunity to discuss your concerns with you and determine a mutually agreed resolution. 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
#164792 Review #164792 is a subjective opinion of poster.
Loss
$2

We called Empire CaArpets anxious to see what the have. We also liked the ida of them coming to you , being able to look at all the smaples at home in your own lighting was great!

It didn't take long after the carpet was installed to start looking bad, the fibers were already laying down and it just didn't feel like it should! After a water problem and the edge of the carpet had to be pulled back we discovered that the pad was so bad that it just tore so easily, also the don't lay the pad all the way to the edge we discovered that in some places it was a few feet or more from the edge. BAD QUALITY CARPET AND HORRIBLE CUTOMERS SERVICE!!!!

OUR CARPET WAS JUST OVER 1 YEAR OLD THEY WOULD DO NOTHING!!!! BEWARE OF EMPIRE CARPETS!!!!!

Empire Today's reply to:

Empire Today in Anoka, Minnesota - Not satisfied with the laminate flooring

I've read your information that was posted and your concerns with you laminate flooring. I was also able to locate you in our system. It appears that we have reached a resolution on your concern however; we are experiencing issues in reaching you. Please feel free to contact me directly at customersupport@empiretoday.com or via phone at 888-588-2315 x4195 so I can finalize the details on the repair. Rebekah Clerk, National Customer Service Manager.
Review
#164739 Review #164739 is a subjective opinion of poster.

Not satisfied with the laminate flooring.The Laminate flooring is opening or separating in certain areas.Certain area where nails were nailed into also has split or cracked the wood of the siding.I previously called to schedule service and had left several messages and no returned call has been received. I would like for someone to come out to my address where installation took place to repair the flooring or replace it. My address where installation took place is 3241 North Boudinot Street, Philadelphia Pennsylvania 19134.My contact cell phone number is (267)591-5636 after 3pm or by e-mail at lulie32175@yahoo.ca I am alway home during the day so someone can come out any day.

Empire Today's reply to:

Empire Today in Annapolis, Maryland - Do Not Buy American Dream Laminate Flooring From Empire, LLC

As a member of the Customer Service Management Team, it is important for me to understand your concerns and also work with you on a resolution. I would like the opportunity to speak with you regarding your concerns with the laminate flooring. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers' lifestyles. Our sales representatives work with each customer during their in-home appointment to select the right product to meet their needs. 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. If there are concerns that are brought to our attention, we sometimes provide an outside certified inspection company in to review the area(s) in question. Once the inspection and results are completed and depending on the outcome of the results, we can determine if it was a service or product related issue. If this is identified, Empire will address and fix the concern. Sometimes, however, issues arise that are not related to our product or installation. If that occurs, we will review the information with the customers and sometimes discuss options for assisting in fixing the problem. 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
#164457 Review #164457 is a subjective opinion of poster.
Loss
$8100

This is an inferior floor that will get damage with regular cleaning and then Empire will blame the consumer. Not to mention the damage done when liquid is spilled, even when cleaned up right away. If the liquid gets between the joints the floor will get damaged. Don't believe the claim that the floor is scratch resistant either. If you are looking at this type of flooring, please read my story below:

We had Empire install American Dream, Cherry Double Plank by QuickStep on 7/31/08. Our salesman, Jim, said he also had the same floor (but different color) and even though he had dogs and kids that the floor looked the same as it did the day it was installed. I had ruined the existing laminate flooring in the house by using the steam cleaner on it. It never warped but dulled the finish. The previous owners had 3 dogs and the floors didn't show any scratching. We replaced the flooring in the sunroom, kitchen, dining room, laundry room and half bath. Jim said the American Dream is scratch resistant but this floor is not scratch resistant and not water resistant as he also claimed. Each location shows scratching and warping. We originally called this company out because I wanted wood flooring to replace the already existing laminate flooring. Jim said the American Dream brand was soaked in water for at least 5 days and showed no signs of warping or any other damage. Liquid gets in between crevices and product warps right after any liquid is cleaned up right away! He also stated he has this brand in his own home and has big dogs, claiming the floor stands up to dog nails. Not only does it not stand up to dog nails, but it can't even stand up to dust under such things as laundry baskets and garbage cans.

In February the local Empire branch had their inspector come out and the result was a report of "normal wear and tear." A man named Virgil called and we were told that we could have a discount to replace the laundry room floor, which at the time had the worst scratching from laundry baskets. We did not take the offer. Since then the floor in the laundry room has also warped due to moisture from the dryer. The flooring doesn't even stand up to moisture from household humidity. We decided to initially do nothing and accept that we had bought a substandard product.

However, by August 2009 we had changed our mind about doing nothing. More scratching and more swelling had occurred and we have never seen such "wear and tear" on a flooring product. Calling the company didn't produce anything. On two seperate occasions they said they would send an independent inspector out but no one ever came out.

We filed a BBB complaint and came to no resolution. Through this process we did get an independent inspector to come out on December 3rd and we had over 40 spots on the floor marked where the swelling has occurred. We question the independent title since Empire contacted them and they even submitted the report through Empire. The inspector came to the conclusion that the "joint swelling results from topical moisture penetration of the joint causing the core to swell." According to a letter we received two days ago from Empire the local cause is due to "over wetting during cleaning" and they consider our complaint closed.

According to another consumer complaint Empire came back out and installed a floor that would "resist topical moisture". According to that consumer it was not QuickStep. They also sealed the "underneath flooring so there would be no more damage to the joints from moisture."

Not only are they not acknowledging a similar complaint, they are blaming us for the damage to their inferior floor that cannot even withstand cleaning, much less normal household use by a family of four!!! We were told by the salesman how to clean the laminate and not to use the steamer. He told us he cleans his American Dream floor with a mixture of water and vinegar and a flat cloth mop. Now I am being told that the swelling is caused by how I clean this floor. Again, the salesman also told us that the American Dream was soaked in water for 5 days and there was no damage to the flooring. I find damage occurs to this floor when my child spills milk at dinner and it is cleaned up immediately. This company has lied to us and now is blaming us for damage to this floor. Their independent inspector has shown that this floor cannot even withstand cleaning. This is unacceptable. I will be filing a dispute report with GE Money on the balance of this laminate floor.

The next step with BBB is arbitration. My husband and I are afraid that the arbitrator will also be in Empire's back pocket. But this will have to be a risk we need to take.

Empire Today's reply to:

Empire Today in Los Angeles, California - Scheduled an appointment twice and Empire was a no show.

I’ve reviewed your post and it deeply concerns me that we didn’t meet your expectations the first time but then missed a second time when we committed to being there for your appointment. I do apologize on behalf of the organization. Since we don’t have any stores, our in-home appointments are very important to us. Our goal is to make the entire process convenient and ensure you’re satisfied not only with the service but also with our products. Based on the information provided in the post, I’m not able to review your account. I would really like the opportunity to discuss the information that you’ve provided and gather some additional details. If possible and at your convenience, 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
#164301 Review #164301 is a subjective opinion of poster.

I scheduled an appointment to get an estimate for wood laminate flooring. Empire scheduled me between 3:00-6:00pm. I waited until 8:00pm and they never showed up. I submitted an email to Empire web site stating my disappointment with their service.

I received a call the very next morning from a supervisor. She was very apologetic and explained the there was some confusion with the scheduling. She told me if I would give Empire another chance they would show me that they are professionals. She would also give me a discount. So I agreed to schedule another appointment. She scheduled me for this Friday between the hours of 6:00-8:00 pm.

I rushed home after work and waited until 8:15 and no one called me to say that they were unable to meet me. They were again a no show. I will not recommend Empire to anyone.

Empire Today's reply to:

Empire Today in Los Angeles, California - Empire Carpet

Our Sales Representatives during the in-home estimate will work with each customer on understanding their needs and expectations. Empire provides a fully installed estimate during the time of the appointment. Depending on the products selected, the room's square footage and other costs depending on the customers needs for the projects, pricing can vary. We also offer a Low Price Guarantee in which we'll beat any competitive offer. We stand behind our service and products; however, if a customer finds a better quote and has met the criteria for our Low Price Guarantee Program, we will honor the quote. I would really like the opportunity to speak with you regarding your appointment and review the estimate that you were presented. Once I have some additional details, the information can be located in our system. Rebekah Clerk, National Customer Service Manager - customersupport@empiretoday.com or via phone at 888-588-2315 x4195.
Review
#164106 Review #164106 is a subjective opinion of poster.

Seems like a good company but triple, triple the quotes we got elsewhere. The sales guy said he was giving the family discount only if we booked right away.

Says he understood our situation. Not sure what he was talking about at all, just standard sales tactics. For instance just before he completed the quote he talked about another job that was triple and he would not charge us that much as though we were best friends.

Stinks that they spend almost three hours of your time to give you a quote that is outrageous. They are good if you want to pay the most and get the work done the next day.

Empire Today's reply to:

Empire Today in Baltimore, Maryland - Empire did horrible job on my stairs

I’ve reviewed the information that you posted and I apologize that we didn’t meet your expectations with the installation on your stairs. Our installers are qualified independent contractors – our focus is to ensure that you receive a professional installation that not only meets but exceeds your expectations. As a member of the Customer Service Management Team, I would like the opportunity to review and address your concerns. Ultimately, my goal is that we can work on a mutually agreed resolution. Based on the information provided in the post, I’m not able to review your account. If possible and at your convenience, 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
#163927 Review #163927 is a subjective opinion of poster.

In 2/2009 I had purchased carpet from Empire & had it installed. Three installers showed up with only one that spoke or understood English.

That one left to do another job and left two installers that were unable to communicate with us. I complained about the job on the sides of my stairs, which went without attention due to them not understanding my concerns. I called and Empire had a supervisor come out who hot-glued the pieces together. It looked like a pre-school did a project on my steps.

I complained to corporate and asked they send a new person trained to do this. They sent the original installer who did not move the pile as he installed it so you can see each nail. I complained again. They had an inspector come out in November 2009 who reported a poor quality of work.

He promised Empire would send new people out who are trained to do the job correctly. On 12/2/09 they sent the supervisor who hot-glued my carpet. I did not let him in and called to complain. Empire promised to send the inspector out who is qualified and experienced in this type of installation.

On 12/9/09 they sent 3 installers who were not the inspector. I did not let them in and have spent over 40 minutes on the phone attempting to reach a supervisor. I strongly recommend checking references of the company before you sign on the dotted line. This was my first time buying carpet and it has been a horrible experience.

I would rather my carpet look like a crime scene then pay money to be mis-treated by a company.

Empire Today's reply to:

Empire Today in New York, New York - EMPIRE CARPET Overpriced/Low Quality Carpet

As a member of the Customer Service Management Team for Empire, I am sorry we weren’t able to meet your expectations during your in-home appointment. Customer satisfaction is extremely important to us. I apologize for the inconvenience that you missed appointment 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 sales representative involved. Empire works with leading manufacturers and carries a wide assortment of quality 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 Keep in mind, there are many factors that determine our fully installed price estimate such as the products selected, padding, if the products are on special or promotion, square footage of the area, moving of furniture, etc. Based on your post, I understand that you were able to find product at a lower price. I wanted to make you aware that Empire does offer a Low Price Guarantee – we’ll beat any competitive offer, guaranteed if the conditions for the program are met. Since we do not have your contact information, if possible, would you please contact us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#163385 Review #163385 is a subjective opinion of poster.
Loss
$4500

I just bought a house and I wanted to get quotes from 3 different places before I made a decision. The first 2 places were both local "mom and pop" type carpet stores. One was $3500, which seemed too high, and the second one told me $2350. I decided to get the last quote from Empire, since they always say "60% off" and that they match any price.

The whole experience was a disaster. They said they'd be there between 11am and 1pm, and no-show by 1:30---I was annoyed. Called the 800# and they said the Sales Rep came at 11:00am and no one let them in. Hello??? How about calling the 2 contact numbers that I provided? So that was a waste of 3 hours waiting for nothing. I rescheduled to have them come back at 6pm.

The sales rep had 3 samples, which he referred to as good, better and best. Well, even his best one was still a lousy quality. It was worse than the cheapest stuff at the local place! Also, he would not give a price "per square yard" which is how carpet is priced and measured everywhere else. I kept pressing for it, and he would only say "Empire believes in giving one price for the whole job. This includes tack strips, padding, labor, tax, etc. and the price won't change." Well, that's great, but why can't you break it down and tell me the price of each individual part of the job? Anyway...in the end, he quoted $4500 for the job, and that wasn't even the nicest carpet. SO OVERPRICED!! That's almost twice as much as the place I ended up using. Don't use them! He probably didn't know I already had other quotes, he kept saying how Empire was SO much lower priced than everywhere else. You could also tell just by touching that the carpet was poor quality. Not enough color choices either. No way!

Empire Today's reply to:

Empire Today in Milwaukee, Wisconsin - Empire Carpet Poor Service

As a member of our Customer Service Management Team, I apologize for the service that you received during your installation. It is our goal to ensure that customers are satisfied with every step of the Empire process. We know that making improvements to you home is an important and big decision; our goal is to make it hassle-free and provide you with the highest level of service. Prior to our installation teams leaving the customers home, a review of the product installation should have occurred; this gives the customer an opportunity to see the new product, the installation quality, identify if there are any issues or questions and then provide the customer with information on how to reach us in the future along with the information on accessing the product and service warranties. We work with each and every customer is there is any concerns that arises of if by chance any damage occurs. I would like the opportunity to speak with you about your installation and service; as a member of Empire and the Customer Service Team I truly want to ensure you are satisfied with your products and installation. Since I don't have contact information to reach you, if you are interested in discussing your concerns, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. I do look forward to hearing from you.
Review
#163021 Review #163021 is a subjective opinion of poster.

Just had carpet installed from Empire and it has been a terrible experience. The first installation crew was less than professional and only one guy spoke broken English. They damaged a heat vent by severely bending it in with their stretcher and then claimed it was like that when they got there. They tried bending it back and anyone knows bent metal cannot be returned to its original smooth finish. It will have to be replaced

The upper hallway was pieced together in three pieces which I was never told would be done. They cut the carpet around the mantel when I specifically asked that it be placed underneath it. There was a gap between the carpet and the mantel. They left a mess in the hallway and never put the furniture back as I was promised. I thought they were taking their tools out to the truck and were coming back in to move the furniture but they just left.

I had a second crew here yesterday to fix the carpet where there was a gap by the mantel. The customer service rep told me they would replace the whole strip since that is where the seam is and they would only need a strip 4' x 20' and it was from the same roll so it would match. When the crew got here they said they couldn't guarantee the color would match and that the seam may not meld well since the carpet had been in place for 3 days. I told him it really hadn't been walked on in that area and he said it didn't matter. I didn't want to take the chance that the color wouldn't match so they stretched the carpet by the mantel to eliminate the gap. The carpet does look better, however the guy took several gouges out of the oak mantel with the tool he used to tuck the carpet edges back under the trim and the mantel. I called customer service and now they need to send someone out to repair the mantel.

The second crew knew nothing about the carpet in the hallway being replaced so after talking with customer service again yesterday I am now waiting today for yet a third crew to arrive and replace the piecemeal job in the hallway. The customer service rep guaranteed that I would be the first appointment of the day and it is 11:00 and they haven't arrived. I called the general customer service number to find out where they are. After being on hold she told me that the driver left his phone at home and she couldn't get in contact with him (how did she know he left his phone at home if he didn't have a phone to let her know that?). I am tempted if/when they show up to tell them to just go away as I am worried what they might damaged today.

I think it is ridiculous it has taken 3 appointments and things still may not be right. In addition I have to schedule to have a furniture repair company come out to fix the mantel. I would recommend anyone considering new carpet stay away from Empire unless you have a ton of free time to sit around waiting for them to keep coming back, trying to get it right. Needless to say, I will never use Empire again.

Empire Today's reply to:

Empire Today in Norwalk, Iowa - Terrible Service from Empire

I would like to apologize for the lack of service you received during your installation. As a member of Empire’s customer service management team, I would like the opportunity to speak with you and work toward a resolution. Empire’s main goal is customer satisfaction and we want to be sure you are happy not only with your product but the entire Empire experience. We do provide professional installers for all of our jobs. I would like to follow back with the crew who performed your installation to address the situation. Please email me at customersupport@empiretoday.com or call me directly at 888-588-2315, ext. 4195. Thank you for bringing this to our attention. Rebekah Clerk, National Customer Service Manager
Review
#162780 Review #162780 is a subjective opinion of poster.

We had carpeting installed in our living room yesterday. The employees could hardly comminicate in english.

They damaged a heat vent by pushing their strecher up against it and bending it inward and then claimed it was like that when they came. They also cut the carpeting around the fire place mantel when I specifically requested it go underneath the mantel. I was mad and didn't sign off on the work and they would not leave a copy of the invoice for me.

They left a mess in the foyer and didn't put the furniture back before leaving as I was promised. I would never use them again!