Carpet and Flooring Reviews - Empire Today
A leading provider of installed home improvements and home furnishings for over 50 years in over 45 major metropolitan areas across the United States. Empire Today Customer Service Team is there to assist every customer - they want to hear when customers are happy and they want to hear if there are any concerns that need to be addressed. Prior to posting on this site, please contact a member of their Customer Service Team directly first, they can be reached by calling 800-588-2300 or by emailing customersupport @ empiretoday.com. The company is a Shop-At-Home retailer offering quality, name-brand Carpet, Flooring and Window Treatments, fully installed pricing, a Low Price Guarantee, Professional Next Day Installation on many of its products and Financing With Approved Credit. Each purchase comes with an Installation Warranty along with a Manufacturer Product Warranty.
Latest review first
Empire Today in Sunnyvale, California - Ripped off customers and there sales reps
I was a sales rep for 2+years for Empire Today. Let me tell you they make you pay retail they would tell us to start at retail and work down thats at 13% retail and double the price as any else. They charge 7% on total job price more that your paying already thats for financing fees. They would tell us to over sell product so you end up with extra sometimes enough to carpet another bedroom. There 60% off is bull#&*$ also I would be able to sell 45% below at the 6% price that is more like home depot. They are a fraud and make us do stuff that wasn't right that is not good business at all they let me go because i let a customer know what the extra chargers are for. NEVER BUY FROM EMPIRE TODAY1!!!!!!!!!!!!!!!!!!!!!!!!! They rip off the customer and they rip off the pay from there sales rep also!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Empire Today in Plantsville, Connecticut - Won't honor warranty on defective carpeting
Don't get Empire Today for your carpet. They advertise "next day" but you have to wait from 8am to 6pm - they didn't show up till 7pm. Waste of an entire day off from work,-the quality is horrible, worn out in a yr, no customer service--won't return calls even though we have a 5 yr warranty, installers damaged our walls and didn't stop even when we asked them to be careful. I wish I had read these reviews before we called them. Warn your friends and family--they are not a good or reputable company.
Empire Today in East Hampton, New York - Empire shower installation is terrible do not recommend ever
I cannot believe that a company as big as Empire would have such poor installation for a shower stall. I have had a ceiling falling after only 2 months of the initial installation. they sent a repair man who fix the celing by putting screws in it and reinforced the walls with caulking so sloppy , they sent a the original installer to fix it he only put another ceiling over the one that was falling fix the shower picket that was also loose and couldn't fix the bad caulking job done by the previous worker. I am at this point waiting for a top manager to call me so they can see for themselves if this job was worth $2600.00 plus $400 for the plumbing , this job wasn't worth $260.00 let alone $2600.00 I will be posting this complaint everywhere I can so no one will go through the stress and disappointment using Empire as I have. I am also considering bringing them to small claims court for this
I would like the opportunity to speak with you regarding the problems you have had with your carpet color and any issues you had regarding our professional installation. Customer satisfaction is extremely important to us. We stand by our products and service and work...View full review
Empire Today in Elkins Park, Pennsylvania - Lacks Customer Service
Empire Today was having the 60% sale and I needed a carpet for the basement of my mom's house that we were putting on the real estate market. The salesperson showed up on time and understood my needs and I was basically happy with the product received. I was told that the installers are employed by Empire Today, not sub contractors. Installation would take 2 hours. I was told that I would receive a call on Thursday evening to confirm the time that the installer would be at the house on Friday. I had purchased carpet from Progressive years ago and had a bad experience with a no show on installation day and no way to contact anyone on a Saturday to resolve the issue. I received a call on Wednesday evening (not Thursday as I was told by the salesperson) and was told that I was scheduled for installation on Friday between 8 am and 6 pm. I need to add that the woman who called had such a thick foreign accent that it was difficult to understand what was being said. I had to ask her to repeat almost everything 2 or 3 times. I asked for the time of arrival of the installer and was told that I could not be given that information until the day of the installation. This is a poor customer service policy. The customer's time is valuable. I called Friday morning at 7:15 am (I was told the installers loaded up their trucks for the day's deliveries at 7 am). I was told that there was no way they could tell me what time or my position on the delivery list so early in the day. The information is not available until 10:30 am. I called at 10:30, put on hold while the customer service person placed a call to get the information. The person got back on the line and said someone would call me back. I received a call by another Empire Today employee to say that they contacted the installer and he would call me with the installation time. He did call with a time range of 3:00 to 5:00. I was at the house from 3 - 5. At 5 pm, no installer arrived. I called the installer and he said he was sorry but was running behind schedule because the 2nd installation had furniture to be moved that was not planned and he only had one helper. He would arrive in around 3 hours. He should have called me at 3 pm to inform me of the delay. I really think he should have rescheduled the 2nd installation since it was not as planned. Empire Today could have sent additional personnel to the 2nd installation to keep them close to schedule. I called the salesperson who contacted the installer and got him to commit to a time of 6;00 - 6:30 pm firm. Fifteen minutes later, the installer calls me back and adjusted the FIRM arrival time to 7:00 - 8:00pm. I called the salesperson and left a voice mail message informing the the change. I had my son with me and had to take him back home (45 minutes away) so that he could attend a 7 pm party and then I return to my mom's house. The installer arrived at 7:30 pm. The sales person called me back at 7:45 pm. Installation took 3 hours, not 2 hours. This is important because it is a row home, so the neighbors had to endure the noise of installation after 9 pm. I liked the product. Small complaint was that they did not replace all of the trim that they took off. I had to do this. I was ready to just put this all behind me, but I received a followup call for feedback. Once again, it was a woman with a thick foreign accent that was difficult to understand. I answered her questions and kept relaying the shortcomings of the customer service level offered by Empire Today. I got no reaction, just read the next question. After the final question, where I indicated that lack of customer service, I got, "That's all I need". I stopped her and asked what was the process of the survey I just took. She said she just submits her completed surveys. There was no comprehension on her part of the bigger picture and she had no customer relation skills. She asked if I would want someone to call me back. I said sure. Over a week later, I received a call from Empire Today stating that I had requested a call. I had to relay the full story. He should have known the background upfront. His response was he was sorry but things happen and could do anything to make up for my inconvenience. Moral of the story, don't expect any customer service from this company. I told Empire Today I would not consider them for the hardwood floors I am having installed in my own home ad that I would relay my experience to friends & family. Friends, go somewhere else.
Empire Today in Mount Laurel, New Jersey - Empire carpeting
i see that empire today is trying to give away 2 rooms of carpet. i wouldn't get their carpet again if they were giving me a house full of carpeting free. it is the worst carpet ever and they are over priced. they get their money from the instulation. of course they would have to their carpets are defective. they also are suppose to come in a day. it took them a week to get to my house, and then put in an inferior product. I was not a happy at all. and i would suggest that if you are thinking of using this company i would think twice....not a happy customer. i have had my original carpets in my house over 15 yrs i thought i would get my daugher new carpeting but i should have left the older carpeting it held up better. the empire carpeting sheds and then when i told them they said i wasn't vaccuming the rug right. i have been vaccuming for over 40 years i don't need lessons now.
Empire Today in Madison, New York - Empire carpet
We had carpet installed in my mothers home about 6 months later it started to bunch. A little old lady and the carpet could not handle her. They sent someone from the company to check on it. He threw a nickle in the air landed on the carpet said it was fine. I could not belive the way it was handled. After many calls they fixed it. Only to have it bunch again a few months later. When we called them to come out again to fix the problem we were told there would be a charge of $65.oo. Would not buy from them again bad quailty and they do not stand behind their work.
Empire Today in West Bloomfield Township, Michigan - Empiretoday does not support their products and support fraud
I called this company to replace carpets for food flooring in my condo. They sent an agent who provided me with an estimate along with a telphone numberfor a contactor who will do the job. The job was done by the person Eric Comrie as subcontractor to empiretoday. Faults in the flooring occurred and Eric could not be reached neither by phone nor by email(email@example.com). When called empiretoday, they said, we have pulled out of canada and cannot help u. I will not do any business with this company ever. I had to hire and pay for another contractor to fix their mess.
Empire Today in Madison, Tennessee - Strike Back on Empire (corrupt)
In May 2008 we purchased laminate flooring from Empire. Initially, they quoted over $6600 (soemthing like $130+ a case)for about 700 sq ft. We told them no. We got a quote from HomeDepot that was half that. When Empire called back we told them that we had found a better price. They came down to less than half. Well *** us when ahead and had the floors in the dining, kitchen hall and living room done. It looked horrible. There was a transition board (sameIf y flooring) from kitchen to living room and dining room. I called Empire and told them I could not live with it. ou have the same flooring, you want it to flow together and not be pieced together, it looked tacky. They said it was because, they do nor remove the exisiting flooring in the kitchen, so the floor is higher, hence the transtition boards. I insisted it did not look right and wanted another type of flooring. I told them I wanted to tile type flooring in the kitchen, so if there must be a transition board, to would not look as bad. Well, the woman who scheduled the servicees said that they would do it, but they would not lifetime warranty the new flooring. I agreed. Not a problem. The new crew (subcontractors) was excellent, they took up the old flooring to the point that everything was even. It looked great. Now a year later, we began to notice separation in the seams in the dining room, rised areas at the edges of seams in various places, in doorways, in front of the fireplace, etc. We call (on this lifetime warranty) they send out an "independent contractor" as he explained. He when throughout the house taking pictures and writing. We get the report by email about two weeks later. It said the boards need to be replaced, at the customer's expense. He stated damange such as raises on both sides of the boards is due to having too much mositure on the floor, possibily by placing water glasses on the floor or letting water stand while mopping the floor. None of the boards are damaged on both sides, it's only on one side of many. Neither do we use our floor as a table, nor do we use a sopping wet mop to clean the floors. What casued the boards to separate? That was not addressed. We use the recommended cleaning products. This is there way of not adhearing to the lifetime warranty. Never, would I recommend Empire to anyone. I will discourage them instead.
Empire today/the truth
I worked as a sales rep for about 9 months and here is the truth about them. first realize ALL companies get complaints..no matter how good they are. In 9 months I sold approx 320 flooring jobs and I had to my knowledge 4 un happy customers...that is about 1.5 percent...not too bad by any standards now is it. Do you think that when a grown man gets in his car and drives 45 mins on a friday night and then lugs samples into your house spends 90 mins measuring and answering questions that he wants to get back in his car and drive away with no sale? They work on 100% commission...no gas allowance..nothing unless they sell and the average commission is 4%...so a 1500.00 carpet yields the rep $60...yep thats it. Do you also think that an in home shopping experience should be cheaper than going down to a big box store and waiting to get someone to help you and then having to set up an appointment to have someone come out to measure? Once the measure is done you will get a price in 48 hours then another week or two for an install...yes Empire might be slightly higher than the big box...but not much. Empire will also handle the financing with you in your home...all in about 60-90 mins...yea it might be 75.00 more than the big box...ya think??? Here is the down side to Empire....once the rep sells the job and gets his whopping commission we get call backs because the customer wants to rethink the color and we need to go back...or they found a lowe price and we need to match it or lose the sale..over $50..or if something does go wrong..and by wrong I mean even the slightest thing such as the installers being late or whatever... corporate issues you a discount so you dont cancel and the discount means the reps big commission turns into NO commission...yea so when you call to complain we dont get paid in many cases..not all. Out of my 320 or so jobs I have to say empire went out of their way in some cases to make people happy and provided them with superior customer service...I hated the pay structure and for the reps its a horrible job but for the customers they are great. When I was hired I was led to believe I would be making twice what I made...and I was a top performer. facts based on 320 jobs...of course as soon as you read a bad review here its easy to assume that most of our jobs go bad but in truth its only a very very small percent...they sell thousands of jobs per week across the country expect to hear about the bad ones.
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