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
ID
#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 ;)

22 comments
Anonymous
#183856

I had an Empire SalesRep by the name of Matt from Yorba Linda who misguided us about the carpet he sold us. We specifically said we don't want to see foot prints and he sold us the most expensive one.

Gues what? Its shows foot prints like a beach on a busy day! We rang Empire to say we are unimpressed and we spoke to this stone called Aurora. The only word in her vocabulary is NO, NO, NO.

The Sales Rep Matt is not responding to our calls. He got what he wanted and does not want to know us.

I would like an Empire Supervisor to call me ASAP

Anonymous
#182915

Perhaps this guy is so fustrated with his life! Dont bit the hand that gives you food! Thank God you have a job!

Anonymous
#169903

So far my dealngs with Empire have been positive.We secured two bids for a carpet and tile job. Sears gave us an estimate of $6,424, and the salesman would not (or could not) budge from that figure. He claimed the computer gave him the figure and he could not deviate from it. He also over-measured our tile, and I had to go around with him again to get the figures back in line. His carpet and tile choices were limited, but adequate.

Empire also over-estimted our tile, and I had to remeasure with them to get the square footage down to reasonable levels. Also, their choices of carpet and tile were limited, but adequate.

Empire originally said the value of the install was $7,100, but they actually gave me a bid of $5,500. The next day, when I told them they were in competition and to give me their "best bid", the quote came down to $4,850, to which we agreed. I probably could have squeezed another $50-$100 out of the deal, but they also agreed to have their installer re-stretch our other carpet as part of the deal.

Installationis next week.

Anonymous
#169900

I have tried twice now to get in a comment, but the website says I am using the wrong security code.

If this one goes through, fine. If not, I am giving up.

Anonymous
#147710

Durability- In response to your question, take a look at the 101 other complaints dating back to 2005 on this site, you tell me if they install and provide durable and high quality products o.0

I hope you dont choose to do business with them thinking that your gonna "win" in the long run they will keep calling you, they will *** you off in all actuality you have the right to be pissed at them for being shady and not providing honest up forn business. Peace & GL to everyone STEER CLEAR.

Anonymous
#139878

We just got a consultation today and I can not find any info about the type of flooring we choose online. I already know that we are SUPER overpaying since the salesman told his boss (when trying to haggle the price) "I've got it down to 2585$ with a 13" which I am interpreting (with my sleuth like skillz) as them pulling in a 1300$ profit.

Which is about the difference from what I priced for home depot product/install. MY QUESTION is... is Empire product... Durable?

I'm looking into a Laminate wood flooring. I know you are recommending to stay away but what other options are there? Thanks for the info and any help.

We are DEFINETLY calling tomorrow to haggle down at least 600$ but hopefully 800$. I understand someones got to make a profit but not at too much of my expence.

Anonymous
#113471

These complaints concerned :

37- regarding Issue Not Defined

37- regarding Advertising Issues

4 - Advertised price not honored

2 - Advertised terms not honored

3 - Advertisement did not disclose all conditions required to take advantage of an offer

1 - Advertisement misrepresented a product

2 - Advertisement misrepresented a service

2 - False or unsubstantiated claims in advertisement

23 - None of the Above - Advertising Complaint Issue

62 regarding Billing or Collection Issues

22 - Failure to correct billing errors

1 - Failure to provide itemized billing as requested

5 - Failure to substantiate charges

4 - Improper collection practices

26 - None of the Above - Credit, Billing or Collection Complaint Issue

2 - Unauthorized bank debits

2 - Unauthorized credit card charges

58 regarding Contract Issues

9 - Failure to honor a contract or agreement

1 - Invalid or false contract

46 - None of the Above - Contract Complaint Issue

2 - Unauthorized changes to the contract or agreement

122 regarding Customer Service Issues

31 - Failure to provide promised assistance or support for products or services

22 - Failure to respond to phone calls or written requests for assistance or support

9 - Inappropriate behavior by customer service personnel

60 - None of the Above - Customer Service Complaint Issue

28 regarding Delivery Issues

1 - Late delivery of products

1 - Late delivery of services

7 - Non-delivery of products

1 - Non-delivery of services

18 - None of the Above - Delivery Complaint Issue

75 regarding Guarantee or Warranty Issues

5 - Disputed warranty coverage and/or terms

1 - Failure to honor money-back guarantees

17 - Failure to honor service under the terms of warranties

5 - Failure to provide promised written warranty or guarantee

47 - None of the Above - Guarantee or Warranty Complaint Issue

241 regarding Product Issues

97 - Defective, damaged, or incorrect product received

144 - None of the Above - Product Quality Complaint Issue

83 regarding Refund or Exchange Issues

15 - Failure to honor promised refunds, exchanges, or credit

10 - Failure to honor refund, exchange or credit policies

58 - None of the Above - Refund or Exchange Complaint Issue

95 regarding Repair Issues

5 - Delayed completion of repair

4 - Failure to honor a repair estimate or agreement

1 - Failure to honor request for parts after repair

10 - Improper or inferior repair

71 - None of the Above - Repair Complaint Issue

4 - Repairs resulted in additional damage

95 regarding Sales Practice Issues

63 - None of the Above - Sales Complaint Issue

3 - Sales presentation did not disclose complete pricing information

1 - Sales presentation did not disclose key conditions of the offer

9 - Sales presentation misrepresented the product

1 - Sales presentation misrepresented the service

4 - Sales presentation not consistent with advertisement

2 - Sales presentation not consistent with the written agreement

9 - Sales presentation used dishonest sales practices

3 - Sales presentation used high pressure methods

242 regarding Service Issues

One said do not believe the one posting the comments that he may be a disgruntle employee go to the Better Business or ( BBB.org ) website . Well I did the info above is from there site and these are the complaints that have been filed against them ( empire today ). I was going to call empire today but I think I will go with Lowes or I will put my own floors in.I do not think empire today is worth the risk I feel that they will not be very truthful with me and the product they will try and sell me.The bbb.org is not the only site I went to, to read these kind of bad complaints there are several out there about empire today including this one.

truthaboutempire
#105890

Im happy people are actually reading these sites, my intentions are to only help other people out who deal with Empire Today. I understand that you also worked for both companies but I worked there for a while and I seen and heard alot of things I prob shouldnt have..

But im here telling everybody about those things cant hate on me, I just think there overpriced, and over hyped again my company would be NFD. Gl & Peace

Anonymous
#104340

I have worked for both companies and I know the sales people have all gone to National floors direct so if they were trained by empire as the writer wrote do you think he would change all these company like with jewelry start high and act like end low it is not always true, I do have faith in Empire they were sincere while I worked there and honest with me and helped make customer service work for the customer

truthaboutempire
#104091

RCOUCH701- Hello :) my advice is to stay cleer of them, even tho you had a great experience with the product and install theres always something with Empire Today. They will call and offer you "savings" in the future dont fall for it.

And just to add a side comment I know for a fact the federal gov past the law where no company can offer "No Interest No Payments For 1 Year" Check Empire Today's site out ;) Peace and GL ALL

Anonymous
#102032

everything thetruthabout empire today is saying is true i worked for them for 3 years and we were trained to start high and drop the price as the objections come in its a game hustle whatever you wanna call it the secret is just keep objecting to price watch the salesman pretend to punch numbers in his calculator and staret squirming lol once they make a call to the manager what we call a to turn over then let them hit you with what we called the weal close and when you hear this you will know you have your best price " you have three days to cancel" then you got them at the bottom its a joke call them and play them like they play thousands of people a day across the country

Anonymous
#99649

:( I had laminent floors installed back in May 2009 and the experience was a good one. Nice salesman, and the installers were polite and did a good job.

I even had a problem about a week later that was taken care of promtly. Now I have a problem with buckeling that an "independent" 3rd party inspector looked at and said was my fault. Now I can't get anyone from Empire to come out and look at.

I clean the floor reqularly and have never had a water leak or anything else that would cause this problem. Anyone have a suggestion?

Anonymous
#94915

Hello again all, in response to the last comment no I wont talk about your dislexia.. But I will say that my motives are to help other people no be robbed and taken by this company.

Again I worked for them for a long time and in the end theres nothing positive I can say about empire. If you actually worked for empire today you would understand that half the people there im sorry "maj" are only there for a paycheck they dont care about you or your carpet your trying to buy. The thing is I cared for the customers at empire today, I treated them all how I would like to be treated on the phone you know??

So again who ever feels the need to say im mad, no honestly I dont care about empire today I just wish they would be honest, and straight forward with people and maybe they would stop getting bad reviews. Ty all for your time again & Happy Holdays..

Anonymous
#93249

Yes I have dislexia as well, so make fun of mispelling all you want....

Anonymous
#93248

:grin

I always read comments and reviews prior to going with a company, btu there is a downfall in doign this. This guy posts this artical bad mouthing Empire, but we the consumers, reading this article have no idea what is behind his motives.

For all we know this guy could be jsut a disgruntled employee trying to badmouth Empire. Did you get fired or somethign recently??? Don't believe anything you read on the internet! You can't be sure anythign is true or not.

Go to the BBB website to get real info. With ANY company in ANY industry you will always have disgruntled employees AND disgruntled customers. There is always someone out there who will complain about anything. I don't have any affiliation with Empire and jsut had carpet installed in my hosue 2 days after my free estimate at home.

I had NO issues and everyone was SUPER nice. BUT then again, hhow do you know I am even tellign the TRUTH! Be smart people.

You can't BELIEVE everything you read on the internet! OYE!

shalpro
#93201

I wish I would have done more research before buying from them. It has been a horrible experience that cost WAY too much. I learn from my mistakes and will NEVER use or reommend Empire.

Anonymous
#91470

For everyone who hasn't read this post yet and your just reachign it now. Plz read the last comment, and please dont be this foolish if empire today comes to your house heres the secret: just decline every offer they give you, eventually they will bring the price down to what you want to spend.

BUT WHY SHOULD U HAVE TO DO THIS? WHY CANT THEY BE HONEST UP FRONT!?

Anonymous
#90112

they rip me off overcharging me I WAS HAD CAUSE I was too trusting I asked that evil sales woman to give me the prices of sqare foot and what the sales price was and what the regular price was we've never had wood flooring she didn't answer them she dodged my questions I asumed that she would tell us I got bussy my husband signed contract without getting her explaining the price of square foot and labor and supplies I WAS 8 AND HALF months pregnant I had to put my daughter to bed my husband just wanted her out the house so he could finish watching race cars on tv I hate empire today

truthaboutempire
#89730

Im happy I was able to help you guys out as far as suggestions for another company I would suggest national floors direct or luna.. The 60% off sale is on a rediculus number they feel they should start at.. gl you all!

Anonymous
#89383

I'm so glad that I read your comments. I was about to call them for an estimate, b/c I do see the advertisement for 60% off.

I need new carpet, tile and/or wooden floors.

Who would you suggest? Thanks!!!!

Anonymous
#88166

How is it that they are allowed to advertise falsely? The ad.

I’m talking about, says 60% off, but when the lady sits down, the carpet shrinks to about 20%. Anyone with half a brain, can see that this is less than 40%.

Anonymous
#86455

Boy, do they ever!!! It has turned into my worse nightmare with ge money.

View more comments (21)
Empire Today's reply to:

Empire Today - Empire Carpets cheated us

Ms. Morgenstern, as a member of the Customer Service Management Team for Empire, I apologize that the Empire experience did not meet your expectations. We know that making improvements to your home is an important and big decision; our goal is to make it hassle-free and provide you with the highest level of service. Our sales representatives work with each customer to select the right product to meet their needs. 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. If there are problems with the product or installation, we will work with the customer on identifying the concern and assisting in providing a resolution. 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 via phone at 888-588-2315 x4195. Rebekah Clerk
ID
#159698 Review #159698 is a subjective opinion of poster.

Empire Carpets charged us too much money. For what we paid, we should have gotten high quality carpet and a thick pad. Instead we got carpet that didn't hold up one year and a very thin pad.

They also put the carpet in wrong. It is supposed to be folded over by tile, but it was just cut to the edge and nailed down.

We only went with them because we needed carpet in a hurry. Other places provide better carpet and pad for the same money at a fast turn-around. Now I am paying double to replace it. Do NOT use Empire Carpets!!

4 comments
Anonymous
#91582

Madoff was another good jewish business man, no ethics, never will be.

Anonymous
#89134

WHEN YOU DEAL WITH JEWS WHAT DID YOU EXPECT.

Anonymous
#83079

seems to me this company response guy is currently some store manager and is going around trying to fix his company's mistakes over the internet. what a joke! some of these people dont wanna deal with u nomore!

truthaboutempire
#80382

Hey its ok this has happended to 70% of the people who call empire today I know trust me :). Dont bother calling that 1800 number or trying to take legal action they will just pay your lawyers off lol! Steer Clear everyone who reads this!

View more comments (3)
Empire Today's reply to:

Empire Today "inside scoop"

As the Vice President of Customer Operations, I would like if you could contact me regarding your recent posts. Our call center team is comprised of professional customer service representatives. We work to train and monitor each and every employee to ensure they serve our customers with the highest level of service and integrity. Our team is managed by qualified and experienced professionals who strive to make sure each customer is given special care and attention to meet their needs. Customer satisfaction is extremely important to Empire and we work with every customer to provide them the right products to fit their need at the right price. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers’ lifestyles. Our professional sales representatives help each customer during their in-home appointment to select the right products to meet their needs. Plus, we offer our customers a Low Price Guarantee. If they find a lower price on a comparable product and installation, Empire will beat that price if certain conditions are met. 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. Empire is no satisfied until our customers’ are satisfied. Our goal is not only to meet but beat their expectations through our quality products that we offer and the service that we provide. As a leading provider of installed home improvement and home furnishings, we hold high standards for our service and products. Customers are the cornerstone of our business, our focus is to ensure they are satisfied with their experience and their decision to purchase from us. We truly do want to build customers for life. The expectations we hold for our suppliers, manufacturers and employees are extremely high. We live our company mission on a daily basis – customers are and always will be very important. I can be reached at customersupport@empiretoday.com or 888-588-2315 x 4195 if you would like to discuss your comments about our company. I am happy to answer any questions you may have about our customer service team or the Empire process. Bridget Moscatello, Vice President - Customer Operations
ID
#159686 Review #159686 is a subjective opinion of poster.
Loss
$2000

Here's the inside scoop on "Empire Today". When you call into the 1800 number you reach some hispanic person getting paid $8.50 just to take sit there and take your call; the vast majority of these people know nothing about there products, *** the maj of them dont know how to transfer a call lol! Anyway once you set up a "Free" appt the market manager of your market will assign you a sales rep to meet with you. While waiting dont expect empire or the sales rep to call you prior to your appt. Once the sales rep comes to your house he probably already has a figure in his mind he's gonna charge you!* (These people are employeed by empire but they have nobody to report to but the Market manager so basically if they spit on you and curse you out chances are they will still work for empire (they get paid 4% of the sale price too).

And the price is probably gonna be 20% higher than your other quotes! Dont buy into them giving you discounts, because they can only reach a maximum of $350 & thats on bath liners lol. If you do place a order plz cxnl it in 3 days if not you are stuck lol. Oh and definitly find out if the product is gonna be a special order; if so if you dont cxnl in 3days you will lose your deposit another way Empire gets peoples money; not letting customers know there ordering a special order product. Now from my experiences with Empire if I were in the market for carpet knowing what they do, I would never ever buy or recommend empire today. I want to touch base on the callcenter you call into; the maj of these people are getting paid $8.50 to anywhere to $13.00 a hour to sit in the call center and do anything and everything for a customer to get there business or in empire's most cases try to earn back a angry cust's business. I have worked with a lot of empire's customers and when I speak to them I would say 60-65% of them have a problem or issue with the product they purchased. I recently talked to a guy who had a "nice" sales rep come to his home, he bought the flooring and the install was great! Well he said the same rep called him back and offered to finish the cust's undone rooms for $1, 000! The cust accepted and gave the rep the money & to this day he has never heard back from the guy. The installers are not goin to speak english nor do they care how the job looks at the end ( *** there not like the sales rep's there private contractors, empire finds the cheapest install crew and sends them to your house so when they break your vase or kick your cat they can say or we will take care of it & nothing happens becuase jose doesnt speak english! Now if still do purchase from this beast expect phone calls all year long they will cb 6 months prob 9 months, 12 months, and then 16 months after you purchase to "try" to give you $100 of your next purchase which will be $3, 000 lol. If I were you I would go to a local company, hey it may take longer but its well worth the wait. This company simply does not care for its employees only its customers which they will do anything and everything to keep your business that even means losing money just so you dont bad mout them! Stear cleer I am tired of innocent people getting ripped of by the people! Plz dont spend your hard earned money with scammers!

Oh and and another IMPORTANT piece of advice: If you read this and still choose to get a quote DO NOT! I REPEAT DO NOT TAKE THERE OFFERS! KNOW WHY? Because empire will call you back to see how everything went and when they call you back they do have leway with there pricing DO NOT BUDGE ASK FOR THE LOWEST PRICE POSSIBLE. (IF YOU WERE WONDERING ABOUT THIS AGENT THERE GETTING PAID $10.00 A HOUR TO FOLLOW UP ON APPTS AND THEY GET PAID A % OF YOUR QUOTE SO MAKE THEM GIVE YOU THE LOWEST PRICE POSSIBLE!

TY FOR TAKING YOUR TIME TO READ THE TRUTH HOPE THIS HELPS EVERYBODY!

6 comments
Anonymous
#92850

Oh and who ever took the time to comment on my post if you want me to put your personnal business out there I can with no remorse.. ;)

Anonymous
#92848

All Consumer's On This Site Plz Take A Look At The Comment Under This One: Empire today employees have time to bash me and the truth yet they wont return your calls, follow up with you on quotes etc build a list..

Anonymous
#91901

sounds like you are just bitter that you got FIRED>>>

truthaboutempire
#89731

no problem im happy i was able to help ya out.. gl

Anonymous
#87564

I cannot believe the stuff coming from their mouths. When I said I had a comparable quote they said sorry we cannot compare our quote against cheap ***.

It was a mid grade shaw product from the manufacturer - no interest in you unless you throw money at them.

Thanks I am so relieved I walked on empire today. My cheap *** looks great and their empty wallets look better.

truthaboutempire
#84472

I forgot to mention I am a former employee and everything stated in the paragraph's above are all based upon the things that I have seen, heard or done at empire today..

View more comments (5)
Empire Today's reply to:

Empire Today - Ripped off customers and there sales reps

As a member of Empire’s sales management team, I would be happy to talk with you about your concerns with our company. Empire provides customers with a fully installed price for top quality name brand products that also takes into consideration not only product cost, but extras like padding, installation, financing, moving of furniture, removal of existing flooring, etc. Empire Today holds every qualified sales representative to the highest standards so they can work with each customer and help them find the right products that best fit their needs and budget. Because every appointment is different and varies in size, sales representatives are provided with all the necessary tools to measure and price jobs accurately. Since Empire offers customers a wide selection of products ranging from Carpet, Laminate, Hardwood, Ceramic to Window Treatments, pricing is established by the style and quality of the product chosen. We also have a price guarantee program with certain conditions - if a customer finds a lower price on a comparable product and installation, Empire will beat that price. Please contact me if you would like to discuss your post. I can be reached at pressrelations@empiretody.com or 847-583-5248. Rick Boysen, Director of Sales
ID
#159381 Review #159381 is a subjective opinion of poster.

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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

1 comment
truthaboutempire
#80338

I agree 7 see this happen to sales reps everyday im happy you are not with this company any more! Plz stay clear of this company.

Empire Today's reply to:

Empire Today - Won't honor warranty on defective carpeting

I have reviewed your post and want to talk to you about your experience with our next day installation, carpet and customer care. As a member of our National Customer Service Team, I apologize for your experience with our installation process and the lack of response you received from our customer care center. I assure you that we take customer satisfaction very seriously and want to work with you to help 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 carpet to determine how to best resolve you concerns. All of our products are installed by our professional installers and we guarantee the workmanship on our product installations. 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
ID
#159211 Review #159211 is a subjective opinion of poster.

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.

3 comments
truthaboutempire
#80343

Oh yea I forgot they will call you back in Jan 2010 becuase there so busy to take a few mins to call you :) Sorry dude you got scammed!

truthaboutempire
#80342

Oh yea I forgot they will call you back in Jan 2010 becuase there so busy to take a few mins to call you :) Sorry dude you got scammed!

truthaboutempire
#80340

LOL & they direct you to there online site or call some number thats automated! Steer Clear!

View more comments (2)
Empire Today's reply to:

Empire Today - Empire shower installation is terrible do not recommend ever

I apologize for the frustration you experienced with your shower liner. I would like to talk with you about the problems you are having and work toward a resolution, but I am not able to locate your account based on the information in your post. Could you please contact me directly so I can help? 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 did not 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 resolution. Please feel free to give me a call at 888-588-2315, ext. 4195 or you can email me at customersupport@empiretoday.com. Rebekah Clerk, National Customer Service Manager.
ID
#158648 Review #158648 is a subjective opinion of poster.

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

1 comment
Anonymous
#93306

I am a journeyman tilesetter and remodelor. Empire is known as being bottom barrel in the industry.

I build custom built walk in and steam showers and if not done correctly, the shower and the ceiling below it has to be tore out and redone. What most don't realize about empire carpet is that the people coming to your home are not employees and are subcontractors.

So, you would have to file an insurance claim with the subcontractors insurance. Good luck.

Empire Today's reply to:

Empire Today - Poor Carpet Seams Poor Response

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 with customers that experience problems to reach a resolution. If possible, could you please contact me directly and I will reach out to you? Please feel free to email me at customersupport@empiretoday.com or call 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
ID
#158629 Review #158629 is a subjective opinion of poster.
Loss
$2
Empire Today - Poor Carpet Seams Poor Response

I ordered Frieze carpet from Empire. The sales guy specifically mentioned that Empire takes care of their customers. "One lady didn't like her carpet so Empire replaced it all." he told me. Installers came from Chicago and I live between Madison and Milwaukee. Installers were polite, had a minor language barrier, but worked hard. The following morning, I went down to see the new carpet and I noticed there was a distinct color difference and the seam was very visible. Right down the middle of the room.

I've been getting the run around for weeks now and I am definitely not happy with my carpet. I'm about to call the CEO and ask for action.

Don't go to Empire. Its not worth the money and their policies are not fair to the consumer.

4 comments
Anonymous
#124576

I have the same situation. My seam runs across the middle of my living room.

The day after installation, I noticed that the carpet looked different on each side of the seam. I called my salesperson, who was kind enough to have Customer Service call me. Long story short, they replaced all the carpet in the entire condo, including the steps. Guess what, the seam looks exactly the same.

I don't know if it's the way the carpet grain runs, or if they were supposed to reverse the second piece of carpet to get the grain correct. Also, the carpet is only 5 months old, and when you vacuum, it sheds like crazy.

I have to empty the vacuum about 3 or 4 times when I vacuum, and we are only talking about approx. 1200 sq.ft of carpet.

I called Customer Service today, and they said someone will call me back within 3 days to schedule an appointment to come and see the carpet.

Anonymous
#80923

From the picture it looks as if the problem may be that the grain of each piece of carpet from the seams has the grain running in different directions.

(carpet has a grain and it should be installed with the grain running in the same direction for the best looking seam.)

truthaboutempire
#80344

Well sorry to inform you buddy but those installers wont speak english either. They probably wont even call prior once this work is done dont recommend empire or ever call them back. TY

Okey
#80341

As a follow up to my original post. Empire today sent someone to my house to repair the seam.

They told me to call after 9:45am the day of the appointment to find out when my repair rep was coming. We were told between 3-4. By 4:30, no call, no show. I called the company again who told me the repair group was behind and can't come till 7:00pm.

I said no thank you. I'm tired of waiting.

Rescheduled for 10/31. I hope they show up in a timely manner, and can clearly communicate in english.

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Empire Today's reply to:

Empire Today - Lacks Customer Service

Anne I've read through your post and understand your concerns with Empire Today and the service levels that you received. Our installers are professional and experienced contractors. I do recognize based on the information that was posted there was areas where we should have communicated better with you on the installation of our product. I'm truly sorry for the inconvenience this may have caused. I will also be reviewing the notes that we have in the system in regards to your order and the information you provided. In my position, I work closely with our Installation Team and will ensure that they are aware of what happened during your installation but also your suggestions on communicating during the installation process. If you would like to discuss your concerns or have any questions about your product, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager.
ID
#158577 Review #158577 is a subjective opinion of poster.

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.

2 comments
Anonymous
#85122

This "truthaboutempire" character can be quite anoying. Surfing all over these Empire complaints because now you're unemployed(fired from Empire) and evidently have all the time in the world to be on the internet.

Its natural you are upset at them, but take some advice. PleaseZ; STAY CLEAR from the computer,use your time wisely and LOOK FOR A JOB!

truthaboutempire
#80345

Another one bites the dust my sole purpose of being here is to make sure other consumers to recieve the same treatment as stated above. To be honest with you, I dont think your problem will be resolved simply because nobody cares for the cust's in this company.

My suggestion dont recommend or give empire another opputunity to reck your hoome even more! TY

View more comments (1)
Empire Today's reply to:

Empire Today - Empire carpeting

As a member of our Customer Service Management Team, I apologize you were dissatisfied with your Empire Carpet purchase. Customer satisfaction is extremely important to us and we do our best to provide a resolution to customers that experience problems. It is not uncommon for new carpet to shed for up to 120 days. The main reason for carpet shedding is due to loose fiber left from the milling process. 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.
ID
#158176 Review #158176 is a subjective opinion of poster.

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.

2 comments
truthaboutempire
#80346

Whoa buddy stay clear! I dont know how many times I am going to post this: BUT STAY CLEAR OF EMPIRE TODAY!

Anonymous
#75606

That is so true...I had spoke to empire and they had quoted me for my whole house to be done and they said next day...I told them I ould think about it...after a couple of hours I decided it was not right for me so I called and cancelled...Wouldnt you know at 6 a.m. tthey showed up to lay my carpet even after I cancelled and had a conformation of cancelling...The guy called his boss and he preceeded to tell me I needed to go ahead and get this done because the price of carpet was going 40percent that day so I was geeting a great deal...tried to give me another discount but they had showed up with wrong carpet not even same color...so beware they are scam artists.

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Empire Today's reply to:

Empire Today - Empire carpet

I would like the opportunity to speak with you regarding the problems with your mother’s carpet. Customer satisfaction is truly important to Empire. As a member of our customer service team, I apologize for the way your inspection was handled. What you have described is not how we typically handle servicing our customers as Empire’s goal is to provide world-class service. All of our products are backed by manufacturer and installation warranties. We are happy to work with your on identifying the concern and assisting in providing a resolution. 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
ID
#158084 Review #158084 is a subjective opinion of poster.

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.