empire carpet customer service service customer installation home house sales installers
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
Review
#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!

Empire Today's reply to:

Ripped off customers and there sales reps | Empire Today review from Sunnyvale, California

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
Review
#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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Empire Today's reply to:

Won't honor warranty on defective carpeting | Empire Today review from Plantsville, Connecticut

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
Review
#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.

Empire Today's reply to:

Empire shower installation is terrible do not recommend ever | Empire Today review from East Hampton, New York

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.
Review
#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

Empire Today's reply to:

Poor Carpet Seams Poor Response | Empire Today review from Madison, Wisconsin

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
Review
#158629 Review #158629 is a subjective opinion of poster.
Loss
$2
Poor Carpet Seams Poor Response - Empire Today review

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.

Empire Today's reply to:

Lacks Customer Service | Empire Today review from Elkins Park, Pennsylvania

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.
Review
#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.

Empire Today's reply to:

Empire carpeting | Empire Today review from Mount Laurel, New Jersey

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.
Review
#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.

Empire Today's reply to:

Empire carpet | Empire Today review from Madison, New York

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
Review
#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.

Empire Today's reply to:

Empiretoday does not support their products and support fraud | Empire Today review from West Bloomfield Township, Michigan

I’ve reviewed the information that you posted and I apologize that we didn’t meet your expectations with the installation of the flooring in your condominium. Our installers are qualified independent contractors and our focus is to ensure that you receive a professional installation that not only meets but exceeds your expectations. All of our products are backed by manufacturer product and installation warranties. We can work with you to assist in providing a resolution although we may no longer service your area.I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. I do look forward to helping you. Rebekah Clerk, National Customer Service Manager
Review
#157265 Review #157265 is a subjective opinion of poster.
Loss
$11

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(tony@empire.ca). 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's reply to:

Strike Back on Empire (corrupt) | Empire Today review from Madison, Tennessee

I've read your comments and recent post; I would like the opportunity to speak with you regarding your concerns with the laminate. As a member of the Customer Service Management Team, it is important for me to assist in understanding your concerns and but also work with you on a resolution. If there are concerns that are brought to our attention, we sometimes will bring an outside certified inspection company in to review the area (s) in question. Once that visit and results are completed and depending on the outcome of the results, we can determine if it was a service or product related incident. If this is identified, Empire will address and fix the concern. Sometimes, however, issues arise that aren't related to our product or service. If that occurs, we will review the information with the customers and sometimes discuss options for assisting in fixing the concern. 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
#156980 Review #156980 is a subjective opinion of poster.

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.