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Empire Today's reply to:

Empire Today Sucks -- Follow Up to 10/26

As a member of the Customer Service Management Team, I would like the opportunity to review and address your concerns with the product and the service that you received. Empire does hire an outside third party inspection company to assist in reviewing concerns that customers might have with their products or installation. Our products do come with a product and installation warranties. 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
#162076 Review #162076 is a subjective opinion of poster.

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 Camden, New Jersey - Ripped off by Empire

Kathy, I would like to have an opportunity to speak with you regarding your appointment, your feedback is extremely valuable to us and it is taken very seriously. At your convenience, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. For additional information on our pricing, 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. Empire will honor any price estimate for 30-days. 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. Rebekah Clerk, National Customer Service Manager.
Review
#161931 Review #161931 is a subjective opinion of poster.

Good thing I did my research first before I had Empire come out and give me a quote. On 11/13/09, Empire rep came out to give me a quote on a room apprx.

10 x 10, well to my surprise the quote was almost $700.00, well I almost died... I did show the rep my quote from another carpet dealer in the area for only $380.00. I asked to see of he could match that quote and he said he had to check with his boss.. well after 2hrs.

he did call back to say he could match... but was unable to come back to my home to do the paperwork... I can't believe that they could of taken advantage of me for $700.00.

I did not know what a bad reputation they have, well I have nothing good to say about them anymore, and I plan on filing a complaint. We the public shoukd not be taken advantage of.

Empire Today's reply to:

Empire Today in Richardson, Texas - Rude Sales Rep Named Rex

Kathy, On behalf of Empire Today, I would like to apologize for the lack of service you received from your sales representative. Empire has been in business for over 50 years and we take customer satisfaction very seriously. I was not able to locate your account information based on your post, so if you could follow back we me, I would like to address the situation with the sales representative involved. We understand installing new carpet is a big decision and substantial investment in your home. Empire’s goal is to make the process simple and hassle-free from beginning to end. We provide our customers with one fully installed price that takes into consideration several factors including product, installation, moving of furniture, sales and more. The manner in which your sales representative acted during your appointment is unacceptable and we want to work with you to make things right and address your experience with his manager. Please contact me via phone 888-588-2315, ext. 4195 or you can email me at customersupport@empiretoday.com. I look forward to hearing from you. Rebekah Clerk, National Customer Service Manager
Review
#161812 Review #161812 is a subjective opinion of poster.
Loss
$1

We had a in home quote done today by Rex here in the Ft. Worth Texas area.

Rex showed up and when bringing in the carpet samples he first spit on my driveway as he made his way to his truck. When we asked how much carpet was per square foot he had no idea on how to break down the price, very unprepared and unprofessional. We had to call him back to come back the next day so we could sign the contract he was rude and hung up on us.

I am flabbergasted as to the lack of customer service I was shown by this Empire Carpet Sales rep Rex. And they want to sell us carpet, oviously not!

Empire Today's reply to:

Empire Today in Saint Paul, Minnesota - Sign the petition to get Empire jingle and commercial of the air

As a member of Empire’s customer service management team, I would like to speak with you regarding your concerns with our company. Empire Today has been a leading provider of installed home improvements and home furnishings for over 50 years. We provide quality, name-brand products to our customers across the United States. We have achieved an A+ rating from the Better Business Bureau for our overall quality of service offered. I can be reached at customersupport@empiretoday.com or 888-588-2315, ext. 4195. Rebekah Clerk, National Customer Service Manager
Review
#161073 Review #161073 is a subjective opinion of poster.

Sign the petition! Get Empire comercials and jingle off the TV and radio. http://new.petitiononline.com/empirecp/petition.html

For everyone out there who has had a bad experience with Empire Today flooring service or who is just tired of hearing their jingle or seeing their commercial, sign this online petition to get them off the air.

There are many reviews about Empire Today and they are pretty much all bad. Everything from bait and switch products to bad customer service to out right lies. Get them off the air. Report them to the BBB. File complaints and if you must, take them to court.

Empire Today's reply to:

Complaint concerning Empire Today - ruined my floor

On behalf of Empire Today, I apologize for your experience. Empire takes the feedback from its customers very seriously. There are many factors that determine our fully installed price estimate such as the products selected, padding, sales or promotions, floor preparation, square footage of the area, moving of furniture, etc. Plus, Empire will honor any price estimate for 30-days. We also call to confirm the time of your installation appointment to be sure that you are able to be home when our installers arrive. In some cases, a home's current flooring may require attention or repairs to be performed before the installation of our product can take place. Our professional installers address floor preparation at the time of installation as they are best equipped with the knowledge on how to prepare the subfloor. At any stage of the installation process, we're here to help and answer any of your questions. It's important you are fully informed, from estimate to installation completion, to ensure you’re satisfied with the end result. Finally, all Empire installations are professionally finished with coordinating moldings. Customer satisfaction is extremely important to us. 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 contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#160550 Review #160550 is a subjective opinion of poster.

Last week I had a salesman come to my home and show me samples of flooring. The whole deal had to take place in two days.

I told him I wanted to wait until this week for installation but he said the sale price would be gone. I asked about having a small area of tile taken out but he said that it would be fine with the flooring. I disagreed but he didn't listen to anything I said. I told him we couldn't be home before noon on Friday and he said that was fine.

After we got all the paperwork done, he told me that he forgot to add on a $298.oo charge and he was going to be in trouble with his manager, so I let him add it on. He said the baseboard would be replaced with some half-round molding. Friday came and I got a call at 9:00 from the installers - they were at my house. They could not wait until noon so I had to leave work and come home to let them in, They insisted the tile had to come out and I had to pay an extra $100 for that.

They finished at 9:30 P.M. The baseboard was still on and the half round molding was nailed to it. It looked awful. I called the salesman that night and the installer spoke with him.

I have called and e-mailed Empire Today everyday since then and I get no response from anyone. Do not use this company - they are not interested in making the customer happy.

I wish i had never called them. I am sick every time I look at my horrible floor and when I think of all the money I wasted on this floor, especially since I will have to go somewhere else to have it done right.

Empire Today's reply to:

Empire Today Is The Worst

As a member of our Customer Service Management Team, I apologize for your dissatisfaction with your purchase. It is our goal to ensure that customers are satisfied with every step of the Empire process. We know that making improvements to your home is an important and big decision. Our sales representatives will work with each customer to understand their needs and ensure they are provided the right products at the right price. As part of our commitment to customer service, Empire offers a wide selection of products and styles to meet the diverse needs of our customers and we purchase quality brands from leading manufacturers in the industry. All of our products come with manufacturer and installation warranties. I would like the opportunity to speak with you about your concerns with your carpet. 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. Rebekah Clerk, National Customer Service Manager
Review
#160184 Review #160184 is a subjective opinion of poster.

15 months ago I needed carpet in a hurry and called Empire today. Their salesman ran right out and sold me on $1800 worth of *** carpet (for one room and a hallway -- not a cheap price) and installed the next day.

After a month, I noticed the carpet was showing darker areas. I was told by Empire it was normal wear for a new carpet -- a load of ***.

Within the past two weeks, I've had two carpet cleaning companies out (one steam clean and one chem-dry clean) and they tell me there is nothing to be done to make the carpet look better. The carpet isn't dirty -- it is totally worn in all the traffic areas. My 15 month old carpet looks like it is 15 years old.

I've been trying to contact Empire and keep getting told that their "local office" will be in contact with me. They won't call and I'm getting nowhere with e-mails.

Please don't waste your money on Empire Today flooring -- they are very expensive and their product is substandard. I don't know how they can advertise that they have a number 1 rating with the Better Business Bureau.

I bought $1800 worth of ***.

Empire Today's reply to:

Empire Today in Follansbee, West Virginia - War or the races

Mr. Hamilton: I have read your post and as a member of the Customer Service Management Team, I truly do apologize if we did not communicate our requirements for payment. It is our goal to ensure that customers are satisfied with every step of the Empire process. For all orders Empire does require COD to be made available prior to installation. I was able to locate your order history and see that you did provide COD and your order was installed. Should you want to speak to someone in the future regarding the Empire Today process, 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
#160172 Review #160172 is a subjective opinion of poster.
Loss
$1800

The problem with this company is that they need to treat all people the same I am an african american and the Empire Company came to my home and gave me a price and they did not have to put down padding just carpet price was still high not only that they said in order for them to install carpet they would need payment in full before they did install . This to me is odd because i am a Construction Contractor.

So after going back and forth with the owner on the phone ,I gave them payment and carpet was installed . Ok now i get a call from one of me clients and she(white lady) had Empire come and do her carpet and padding , Yes you got it she did not have to pay until carpet was complete.Man what we do always come to light.

Empire Today's reply to:

Empire Today

As a member of the customer service management team, it is my job to understand your concerns and assist in providing a resolution. Customer satisfaction is extremely important to Empire. We want to work with you to make things right. Empire provides its customers with a variety of name-brand products from leading manufacturers. All products come with both manufacturer and installation warranties. We stand behind the quality of our products and service. If there is an issue, we sometimes send out an independent inspector to assess the problem and make a recommendation on how to best resolve the concern. I would be happy to assist you is you can contact me at customersupport@empiretoday.com or 888-588-2315, ext. 4195. Rebekah Clerk, National Customer Service Manager
Review
#160165 Review #160165 is a subjective opinion of poster.

Would not come out in DAYLIGHT to see color flaw. Different Empire installers stopped by and confirmed the flaw.

Local floor man verified color flaw and Chase Card agreed. Paid 75% and begged them to come in the daytime. Many letters and calls made - they only wanted their money. Put me up for collection.

AFTER I paid I.C.

Systems Collection Ageny they reported me to the credit bureaus and this is after they promised if I paid they would do nothing. Empire's "Customer Service" and "Quality" is rated way below satisfactory - never would use them again or recommend

Empire Today's reply to:

Empire Today in Elmhurst, Illinois - Billing error

I have reviewed your post regarding the error with your bill and I apologize for any inconvenience this may have caused you. As I am not able to look up your account based on the information provided in your post, could you please contact me so I can help you directly? Customer satisfaction is a priority for Empire, and I want to work with you to be sure that you are satisfied with your experience. Please email me at customersupport@empiretoday.com or call me at 888-588-2315, ext. 4195 so I can work toward a resolution with you. Rebekah Clerk, National Customer Service Manager
Review
#159978 Review #159978 is a subjective opinion of poster.

We ordered carpet and blinds from empire carpet, we were told the carpet

was $1900.00 and the blinds were gonna be $400.00 it was suppose to be

a total of $2300.00 now all of a sudden its $2540.00, we put the $400.00

on a credit card and financed through empire no payment no finance for

a year for $1900.00, and they readded the $400.00 plus and extra $240.00 on to the bill, we called and the lady argued we signed the contract

we already paid the $400.00 on are credit card they readded it in.

The sales man was and ***, he didn't measure properly they came out

and couldn't put the carpet down till the next day what a ***.

$2300.00

Empire Today's reply to:

Empire Today

I have read your post and would be happy to talk with you about your concerns regarding Empire Today. As the Vice President of Customer Operations, I can assure you that our team goes through an extensive training and there are guidelines for how we deliver our world-class service to our customers. Empire believes that customers are the cornerstone of our business and it is our goal to be sure each and every customer is satisfied not only with their product and installation, but with their entire Empire experience. Empire’s customer service team is professional and has a clear focus on customer satisfaction. We have achieved an A+ Rating from the Better Business Bureau for overall quality of services provided. The BBB’s grading system assists consumers in making better-informed decisions on where to spend their hard-earned dollars. Empire has also been recognized with several awards for the company’s business ethics and dedication to customer service. These awards demonstrate the company’s ongoing dedication to providing world-class service. Empire Today holds a very high standard for servicing our customers. Our main objective is to service customers nationwide with world-class service. At Empire, complete customer satisfaction is job one. The company’s mission statement—“We are passionate about building customers for life!”—guides every decision we make. Our overall goal is to treat all customers as if they were our only customer and ensure they receive excellent service. If you would like to contact me directly, please feel free to email me at customersupport@empiretoday.com or call 888-588-2315 x4195. Bridget Moscatello, Vice President - Customer Operations
Review
#159706 Review #159706 is a subjective opinion of poster.

I currently work for Empire Today & I want to say that I PERSONNALY paid $5.00 to post this add saying that EMPIRE TODAY is the definition of Monopoly! I talk to customers every day that have been waiting for a call back from "Corporate" for two years now! I see customer service agents who place customers on hold; curse about them and talk about them then go back to the line like nothing happend. I see HR agents having relationships with agents on the floors. I talk to MARKET MANAGERS who say oh they the carpet for $800.00 ok take $50.00 off and sell it to them for $1300.00! I see comments from "happy customers" stating: empire did a great install! Then when I call the customer they say the product was never installed! Ok lets throw some more out there: I talked to a sales rep who cursed me out because somebody lowered the price (not even me) and he's not getting paid for that job anymore! I have seen other agents get fired because somebody said they cursed at a customer meanwhile that agent really did help the customer and she still got fired! Lets continue: The majority of agents that awnser your call at the 1800 have never taking a official drug test and never will! When there's a football game or baseball game agents make customers wait while they watch the game! From what I have noticed in the "SIEBEL SYSTEM" used by empire agents installs for cust past 2 years ago dont show the price product or satisfaction of the customer compared to somoeone who ordered yest? Coincidence? Lets see: There's people who show up to work when they want and still have jobs, but the people who bust there butts get fired everyday! When you call to cxnl there is no cxnl button they do have to do steps, and they will drop the price to try to keep your business! Dont accept any of those offers! Like most of the customers say to me, why did yall have to call back to offer a lower price why didnt you offer that before * SIMPLE: Empire Today will try to ripp you off and get your extra $1,000 if your *** enought to let them!

I sincerely hope that everybody who reads this doesnt do business with Empire Today! I can only imagine the other agents who dare not to speak up on what they see?

Stay Clear ;)