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Empire Today's reply to:

Fraudulent Quote – Square Footage Outrageous | Empire Today review from Boston, Massachusetts

Jim, I’ve read your post and would like the opportunity to speak with you regarding your experience with us. Proper measuring is an important part of the in-home appointment since it is a big part of determining the pricing once the products are selected. I do apologize for any inconvenience this may have caused. Customer Satisfaction is extremely important to us and I would like the opportunity to speak with you regarding this matter. Since I’m unable to locate your information on file based on the information that was provided in the post, if you’re available, please feel free to send me an email customersupport@empiretoday.com or you can also reach me via phone, 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager.
Review
#149956 Review #149956 is a subjective opinion of poster.
Loss
$500

I had to replace the carpet in the hallways/staircase of a three story three family in Boston. I had used

Empire before, so gave them a call and got an estimate. The price was $4.53 per sq. ft. installed. To

say that the salesperson was incompetent would be generous. He had to measure everything three

times, could not do simple calculations. He made so many mistakes on the order crossing things out

two and three times that it was unreadable. He told me that I had to put down a third of the total cost

because it was a special order and would take 10-14 days to get the carpet. Then in the next breath

said that it could be installed the next day.

Came up with an estimate of $3,692 based and 774.26 sq ft. I said that seemed high. He said: no,

and that this was a big area. I asked if there was an additional labor charges since this was a

staircase. He re-iterated: no, it's a flat fee. I agreed to remove and dispose of the old carpet to save

$200. He called the office and the lowered price for $3,001 was agreed upon. When I ripped up the

carpet I looked at them and concluded that there was no way that this was close to 800 sq ft. I

measured it and came out with 304 sq ft. I am an architect with 30 yrs experience and an expert in

this area. I had a third person measure it and he came up with 305 sq ft.

Granted it was a staircase with more waste than normal, but over150%. I called the office and

complained. A manager came out and first he said was that in the order was written for 680 sq. ft.,

not the original 774.26 sq. ft. that the basis for the quote. He also confirmed that the price included

installation and that there was not a separate labor charge. When I asked why there was no

adjustment and that the price still reflected the original 774.26 sq. ft. he had no answer. He also

confirmed that it was in stock. No one has ever explained why I had put up $1,000 deposit instead of

the standard $25. A question that remains unanswered to this day.

He measured and came up with 502 sq. ft. Not sure how using the same equation they came up with

three different sizes for the same square footage of floor space. He told me that he would give me a

$500 credit. I said OK and the installation was scheduled for the next day. I really didn't have much

of a choice, as I stood to lose the $1,000 deposit.

The installers arrived with the work order where the price was still $3,001. There also was a note to

call after the work was done. When I told them that this is not the right price, they called to the

office before they started, but the manager didn't want to talk. I took the phone and reminded that we

agreed to lower price by at least $500. He answered that he would discuss the final price after

installation. The installers installed and I called to manager again. This time, he said the bill was

$2,800. I reminded him again that he had agreed to a $500 credit from the $3001. He denied that he

had ever having agreed to that. Among the scrap was a single piece 12ft x 6ft =72 sq.ft and I tried to

get a credit for it. I tried to pay for 430 sq ft instead the 502 sq. ft. (502-72=430), the amount actually

installed plus waste. He said: no. So I said that I would pay for every sq in that was in the truck. I

took out my calculator and computed: $4.53 x 502 sq.ft + 5% (taxes)= $2,387.76. He said: no, that

$2,601 was the best he could do. I reminded him that the contract was for $4.53 per sq. ft. for 502

sq.ft. not for 545 sq.ft. (There was a total 502 sq. ft. of carpet in the truck). I still questioned the 58%

waste (based on 502 sq, ft., not the 545 sq. ft. that I was charged for), but have decided to drop it

He pretty much demanded the new higher price even though he could offer no explanation as to how

he came to that price. He also told me that I had to pay it since it had already been installed even

hough the new higher price had never been discussed. So, I paid $2, 601. Very expensive carpet for

the 305 sq. ft. of floor space!

Empire Today's reply to:

Empire Misrepresenting its Customers!! | Empire Today review from Orlando, Florida

I’ve read your post and would like the opportunity to speak with you regarding your experience with us and our installation team. I do apologize for any inconvenience this may have caused. Customer satisfaction and satisfaction with the service you received is extremely important to us. Since I’m unable to locate your information on file based on the information that was provided in the post, if you’re available, please feel free to send me an email customersupport@empiretoday.com or you can also reach me via phone, 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager.
Review
#149947 Review #149947 is a subjective opinion of poster.

I wish I had done the effort to review Empire first before buying from them, it would had saved me a nightmare and a lot of money!!

Even the salesman stated that: "Buy One Room, Get Two Free is not what is seems". Unfortunately, this commercial misguided me! Having great experiences with Lowes, Home Depot and a mom-and-pop carpet store in the past for different properties, I should have stayed with them. Empire is nothing comparing to above businesses!

The crew (contracters hired by Empire so they escape Workers Comp and all insurances) was downright rude and unprofessional. My son, daughter-in-law and myself were following up the work, but I was stunned when my daughter-in-law informed my the crew was talking in a not so very nice way about us in Spanish! It became very clear that our presence was not wanted, of course not, as we could witness the "PATCHWORK" that we received!!

The misery started already from the beginning: the carpet colors the've brought was a mix up: the color ordered for the bedrooms is now installed in the living room and vica versa. For hours, we couldn't reach the salesman... because he was "in classes." But, of course, it all seemed to be the fault of the customer. The living room came last to install and soon it was clear the piece of carpet had wrong measurements: the crew went back and forth, measuring, scratching their hair... measuring again.Upon my question or everything was OK, I received a dirty look and the statement "that everything was correct"... did they assume I'm simple??? To make a long story short, we observed our brand new carpet layed out completely on the road (???), from end-to-end and corner-to corner and have pics to prove this, while the crew was walking back and forth on it with dirty shoes, measuring for the hundred time. Needless to tell we have a patchwork living room new, small pieces of carpet were used to fill up spaces with large and small rectangles.

To my horror, we spotted three small black spots, what seemed to me like oil from a car. But again, this also was OUR fault! Although the fact that we were wearing socks only on the carpet, and were not the ones rolling the carpet over the road and walking over it with dirty shoes, we were blamed for it. We even received a phonecall from "customer service" to stay out of the house until the work (read: "mess") was finished???????? I beg you pardon?? See, I'm a business owner myself and I know very well that, if I would treat my customers this way, tomorrow I would have no customer left over.

Empire, you've made it so clear: from the moment you have our monies, you couldn't care less anymore!!! I can conclude only one thing, you should be ashamed and a letter to the BBB WILL follow!

EMPIRE, NEVER AGAIN... NOT EVEN FOR FREE, SAID ENOUGH???

The only thing I did enjoy was the horror on the faces of the crew when they discovered my daughter-in law understands and speaks Spanish fluently!

Empire Today's reply to:

Empire Owes For Services Rendered | Empire Today review from Brooklyn, New York

I’ve read your post and will also be forwarding a copy to our National Installations Management Team to review. From our employees to our Independent Installation Contractors, Empire takes feedback and concerns seriously. Since I’m unable to obtain your contact information based on the details in the post, I would like the opportunity to speak with so you can be placed in contact with the appropriate individual. I can be reached at mmichalek@empiretoday.com. Marlo Michalek – Vice President of Marketing Communications.
Review
#149908 Review #149908 is a subjective opinion of poster.

My nightmare begins a very looong four and a half, yes that's 4 ½, years ago. That's when I was involuntarily terminated as a service provider in the NY, NJ, and PA markets by Empire Today, for reasons I will leave unmentioned at this time.

Empire Today has not paid me in full, and continues to refuse to do so, for services rendered. Furthermore substantial deductions made from checks paid to me, which are held in an escrow account, also remain unreturned. Combine the just mentioned and you'll get a staggering five/ six figure total.

Unfortunately I can't show the actual per job invoiced amount and/ or what specific work orders have not been paid for, due to Empire refusing to issue even just the recaps for all the checks, that have been paid within the timeline in question. Although these recaps were supposed to be issued on a weekly basis, they were actually made available to me when the accounting department "˜had the time' to prepare them. Now this does makes the battle ahead more difficult, but believe you me I AM DETERMINED TO COLLECT WHAT IS RIGHTFULLY OWED TO ME.

I have had face to face conversations, made phone calls, left voice mails, sent countless e-mails and even certified letters, with and to Empire Today associates and/ or management team members, all to no avail. In fact judging from past experience, I honestly believe this report will incite a joy to some of these management team members.

This company knows exactly who I am and is very well aware of the state of affairs I find myself in stemming from the intentional nonpayment. I may not have on staff investigative agencies and law firms, or the ability to compete financially, that doesn't however mean that I can't do battle in the court of public opinion.

I am exasperated at the notion that my efforts to have Empire Today pay outstanding amounts have resulted only in the amusement of certain people at my expense. I have provided two and a half years of service at three of this company's branches, on many, many, many occasions going way beyond the call of duty. I have spent more time in company offices and have more familiarity of day to day events and operations, than even some of the management team members.

I will post an update and also start a blog, where I will in fine detail discuss all my experiences, share relevant documents, images and even some fascinating conversations that have taken place, for all interested in a real account of how, when, who, what, why, where and of course HOW MUCH. I will share how customers, employees and subcontractors are treated and not only spoken to, but spoken about, especially when one's services are no longer required.

In the meantime however I need to find more places where complaints can be posted and file this very report.

Thank you for reading,

X_Empire_Installer

Empire Today's reply to:

Empire Carpet | Empire Today review from Browns Mills, New Jersey

As a member of the Customer Service Management Team for Empire, I am sorry your experience did not meet your expectations. I apologize for the inconvenience that this may have caused you and I understand your frustration. Our website www.empiretoday.com provides a zip code locator that allows you to type in your zip code and see if we service where you live. We apologize for the miscommunication when you called to schedule your appointment. Please feel free to email me with any questions at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#149888 Review #149888 is a subjective opinion of poster.

Please please beware of empire.I called an made an appointment on a thursday for moday evening.The person never showed up.I called to inform them that the guy never showed.So they offered me 50.00 dollars off if I reshceduled.So I resheduled for Wed.Same thing nothing.I called back and someone told me they didn`t service my area.Why didnt you tell me that when I first made the appointment?Im moving into a new place and its about an hour away.So I wasted my time and gas.Heres the Kicker.Someone called me today from Empire asking me would I like to reschedule again!No thanks.please beware of these guys.

If they keep doing people like this,I`ll

give them 6 months and they will be out of buisness.I checked with Home Depot they have installation at 139.00 no matter how big your house is.Buyer beware.

Empire Today's reply to:

Empire carpeting, cheap and poor quality | Empire Today review from Southfield, Michigan

As a member of the Customer Service Management Team for Empire, it is my 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 goal is to make it hassle-free and provide you with the highest level of service and products. All of our products are backed by manufacturer and installation warranties. If there are any issues that arise with the quality of the product or the installation, we will work with the customer on identifying the concern and assisting in providing a resolution. Since I do not have contact information to reach you, if you are interested in discussing your concerns, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. I do look forward to hearing from you. Rebekah Clerk, National Customer Service Manager
Review
#149444 Review #149444 is a subjective opinion of poster.

Empire carpeting: workers were great. Carpeting is very inferior, shows seams where there aren't any.

Threads pulled, looks crummy period. Not a very big selection for the price. It actually looks dirty. The salesman asked me what I thought was a fair price and I sure overpriced it.

Should have checked further before committing to Empire. I wouldn't recommend them to my worst enemy. I think they should be put of business before other people get taken for a ride.

I am going to try to get new carpeting from a reputable dealer and will check on line first. What more can I say?

Empire Today's reply to:

Empire carpet is a total rip off company | Empire Today review from Pomona, California

I’ve read your information and I apologize for any inconvenience this may have caused. Based on the information that was provided in the post, I’m unable to pull your information in our system. I would like the opportunity to discuss your concerns with you regarding the estimate and the cancellation of your order, customer satisfaction is extremely important to us. At your convenience, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
Review
#149397 Review #149397 is a subjective opinion of poster.

Very dissatisfied. Had to pay 50.00 for estimate for flooring and carpet.

Did not receive my 50.00 back for almost 30 days after I notified the salesman that I was not going with empire because their estimate was 5,000 more than what our local company was. Very unprofessional and a total rip off!!!! Found out that the salesman that came to my house did not even cancel my order and that they had ordered my flooring and carpet.

Big mistake to go with empire.Trying to contact them by phone the person I talked to told me several times that my check was in the mail, obviously it wasn't as it took almost 30 days to get to me. She was so unprofessional, tried to tell me several times that I only had the sales person out for carpet not flooring

Empire Today's reply to:

Empire Today is the worst

Shutters are very important. I apologize for any inconvenience this may have caused and would like the opportunity to review the information we have on file regarding your order. Unfortunately, based on the information provided in the post, I’m not able to pull the details. At your convenience, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
Review
#149346 Review #149346 is a subjective opinion of poster.
Loss
$1200

I ordered Plantain Shutters at the end of March, they came and installed the wrong size shutters in early May. I am still waiting for the correct size shutters to be installed.

No one calls you back and tells you the status of your order. They lie to you and tell you a laundry list of excuses. They took only $100.00 off my order for the three months of aggravation I have gone through. Please do yourself a favor, go elsewhere.

Wish I had seen this site before I placed my order! I would have chased the salesman from the door!

Empire Today's reply to:

After reading reviews, I'm not buying | Empire Today review from Phoenix, Arizona

Empire has been in business for over 50 years, we only offer quality name-brand products from leading manufacturers. Our products come with manufacturer product and service warranties. We ensure our customers are satisfied with the products and service that they receive. If there is any concern, we will work with each and every customer to a mutually agreed resolution. At times, we also include a third-party inspection company to assist in reviewing any concerns. As a member of the Customer Service Management Team, I would ask that you reconsider Empire for your future Carpet, Flooring and Window Treatments needs. If you have any questions, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
Review
#149111 Review #149111 is a subjective opinion of poster.

My daughter suggested Empire. After reading the reviews, I won't waste my time with them.

My daughter saw an add for, buy 1 room amd get 2 rooms @ no charge. After reading all of the poor remarks from this company, I would rather pay someone else for better carpeting. The old saying is. you get what you pay for.

Apparently, Empire carpeting is a very poor quality carpet. Middle easterners must own it and are conspiring to screw the American public as much as they can.

Empire Today's reply to:

Empire Today, glad I stayed away !!!

I’ve read your information and I apologize for any inconvenience this may have caused. Based on the information that was provided in the post, I’m unable to pull your information in our system. I would like the opportunity to discuss your concerns with you regarding the estimate for your carpet. During each in-home appointment, our Sales Representatives will provide a fully installed price. In addition, Empire does offer a Price Guarantee in which we’ll beat any competitive offer if certain criteria are met. Customer satisfaction is extremely important to us. At your convenience, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
Review
#148819 Review #148819 is a subjective opinion of poster.

Well, I don't know if I have a right to complain since I chose not to buy from Empire, but here is my story anyway. I needed to replace damaged carpet in one bedroom of my house, 10 x 11 foot.

I went to 3 local carpet places and got quotes between $325 and $375. I remembered seeing the Empire commercials on TV so I called them and set up an appointment, they said someone would be at my house between 5 and 7pm Monday afternoon. The sales guy "Chris" was right on time, 5pm sharp. I showed him the room and told him I was looking for the same type carpet.

He showed me a couple samples and I picked out one he said was good but affordable. So we sat down at the kitchen table and he starts punching in numbers on a calculator, and says That'll be $550 dollars. I must have had a puzzled look on my face because he asked me how much I thought it would cost, so I told him other places I had been to had quoted me around $350. So he starts telling me about how Empire has been in business for 50 years, and they only use the best installers, best carpets, and best padding, yada yada yada.

I told him to leave his card and I would call him. Now he starts to pressure me, tells me he is very busy and won't be able to come back, and asks me if I will buy right now if he drops the price to $500, I tell him no. So he says he is going to go outside and call his boss and get me a better price, so he goes outside, starts his car and drives away, never came back !! I was glad he left anyway, he was a *** !!

After he left I started doing Google searches and found lots of unhappy customers out there, should have done that in the first place. I will NEVER call them again, they are worse than used car salesmen.

Empire Today's reply to:

$2600 of *** | Empire Today review from Toronto, Ontario

I’ve read your information regarding your concerns with your carpet and I apologize for any inconvenience this may have caused. Based on the information that was provided in the post, I’m unable to pull your information in our system. I would like the opportunity to discuss your concerns with you, customer satisfaction is extremely important to us. At your convenience, please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager
Review
#148803 Review #148803 is a subjective opinion of poster.
Loss
$2600

the salesman who came to my home told me that empire today had the best installers in town. he promised me seemless lines and told me the carp et i was purchasing was of very high quality and would stand up to my pets.

i have installed four carpets in my house since i purchased it. i realize pets are hard on carpets but this carpet has been in my house for less than six months and it looks like its six years old. the seems are very visible and the stairs, which are supposed to be fitted, are literally coming apart. now i have to look forward to paying the bill in a few months and my carpet looks worse than it ever has.

i complained about the installation immediately afterwards and much to my horror they sent the same installers back to fix the first mess they made. then when i called back they told me they were too busy to send a manager and that i should take pictures and write a letter if i was unsatisfied.

great customer service! i might as well have taken the $2600 i paid, or am going to, and bought a truck load of manuer