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
ID
#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:

Empire Today - $2600 of ***

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
ID
#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

1 comment
Anonymous
#81715

alot of times the company sends the same installers back to fix the job because empire gives them the opportunity to correct their performance, and also to figure out wether the installation was deffective or the costumer just so happened to spill his beer on his new carpet. The only ones able to tell would be the original installers

Empire Today's reply to:

Empire Today - Bad installation of floor, have to reinstall, no compensation

I’ve read your information regarding your concerns with your flooring and I apologize for any inconvenience this may have caused. As a member of the Customer Service Management Team, customer satisfaction is very important to us and I would like to ensure you are satisfied with your new product. 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, 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
ID
#148740 Review #148740 is a subjective opinion of poster.

Empire came for in home estimate. (Nov 08) Salesman jipped us $100.

Did not finish floor in one day. Had to come next day. Offered me a roll of padding for compensation. Never got it.

I bought padding, and installed. Couple of weeks later, got a call, wanted to send padding. I didn't need it. Already had it.

Offered to send me the money for the padding. I like an *** turned it down. Now, it is May 09. Empire has had to come out here 3 times to make repairs.

Even had to send out a flooring inspector. Now sending out crew to take up flooring and reinstall new. I think that I should be compensated for the bull that I have had to deal with. I asked to keep the flooring they take up tomorrow and was told no.

It has to come back to the shop. I may not have no place to put the flooring, but I should get something. They think that I don't deserve anything. If they paid nearly $5000.

for flooring and went thru what I did they would want something too. I am sick of Empire, I do not recommend them at all.

1 comment
Anonymous
#125020

What was wrong with your flooring? We had ours done 3 years ago by the day and it is buckling near the back door and they cut one too short in our hall.

They told me they discontinued our floor and we will have to replace the whole floor and pay for it ourselves.

We paid $5325.00 just 3 years ago. Sigh......

Empire Today's reply to:

Empire Today - Poor quality and poor service

I would like the opportunity to speak with you regarding your problems with your carpet. Customer satisfaction is truly important to Empire, and we want to address your concerns. If there are any issues that arise with the quality of the product or the installation, we will work with the customer on identifying their concern and assisting in providing a resolution. If possible, could you please contact a member of our team? Please feel free to email us at customersupport@empiretoday.com or contact me via phone directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
ID
#148139 Review #148139 is a subjective opinion of poster.
Loss
$3200

I purchased Carpet from Empire in Dec 2008 and I have been fighting with the company ever since. I spoke with 4 different supervisors in 3 states, and still the issue has not been resolved.

The carpet is falling apart all over my house, clogged my vacuum, and then broke my vacuum. They sent out an inspector ( their inspector) who reported that my vacuum must have done damage to the carpet. Funny thing is, my sister used my vacuum on her carpet that she also bought from Empire, and her carpet was fine!

I filed with the Attorney General over a month ago, and Empire has not responded to them as of yet. I will be contacting a lawyer next.

Don't use Empire, they don't stand behind their product.

2 comments
Anonymous
#71887

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.

:? :x

Anonymous
#63651

I had vertical blinds installed in my bedroom as well as my son's room in January 2008. When I arrived home 2 days ago (7/28/09) the blinds in my son's room were hanging lopsided, having come loose from the wall.

The service man is scheduled to come inspect them but I have to pay a $60. fee because the one year warranty has expired.

I will NEVER purchase anything else from Empire Today because there is no logical reason for relatively new verticals blinds to become unscrewed from the foundation of the wall, and I shouldn't be charged to fix something that shouldn't have broken in the first place!!! :( :(

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

Empire Today - MAJOR CONSUMER AND EMPLOYMENT FRAUD

I have read your posts and recent comments regarding your experience with Empire, and I would like to opportunity to speak with you directly about your concerns with our company. I can be reached directly at pressrelations@empiretoday.com or via phone at 847-583-5248. Marlo Michalek, Vice President Marketing
ID
#148035 Review #148035 is a subjective opinion of poster.
Loss
$25

I am a former customer and employee of Empire Today. I am also a member of a class action lawsuit in California (lOS ANGELES).

This posting is to get additional feedback from other customers and employees who have been a victim of consumer and employment fraud that Empire blatantly engages in.

In regards to the class action lawsuit, Empire refuses to negotiate a fair resolution to the monetary loss they have caused both employees and consumers. Unless Empire swiftly decides to take these allegations serious, media attention will be brought in with full and honest disclosure of Empire's fraudulant activities.

3 comments
Anonymous
#168656

How do I get in on this class action law suit?

Anonymous
#87467

Hello, I also work for empire today, I agree that they are very shady in there business practices and was wondering how the class action suit is going? I too am thinking about suing the company for various reasons. Let me know,

Jaxxon
#78852

I'd love to know how to go after Empire today, but after writing to Atty General, BBB, and Consumer Protection, they finally came back with an offer to replace our carpeting at an additional cost of $578 (original price was $1200) and we have a 5 yr warranty. we never got the "independent inspection report" but were told that if we "rake the carpet" it'll perk back up.

I don't rake my carpets on my hands and knees and as soon as you walk on it, it's flat and worn. But there's so many locations and addresses, I wouldn't know where to start to take them to court.

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

Empire Today-Laminate sucks and so does their customer service

I've read your comments and recent post; I would like the opportunity to speak with you regarding your concerns with the laminate. At your convenience, please contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager. 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. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers' lifestyles in all the markets we service. We will work with each customer during their in-home appointment to select the right products to meet their needs. All our products are backed by manufacturer product and installation warranties. If there are any issues that arise with the quality of the product or service of the installation, we will work with the customer on identifying the concern and assisting in providing a resolution.
ID
#148000 Review #148000 is a subjective opinion of poster.
Loss
$4

Two years ago Empire Today installed laminate flooring in my home's entry hallway, dining room and kitchen areas. Total cost was $4,000. After the floor was installed I told the installers that I was not satisfied with the way they had installed the molding. They had to work around stairs and a step down living room, so instead of mitering the corners of the bullnose molding and another floor molding they simply squared them off where the two met, so one portion is higher than the other and you can see the end of the unfinished molding. Their response was, "if you don't like it go buy real wood and do it yourself."

Since then I have been dealing with this company to come back out and fix the floor. They sent out one guy who looked at the floor and said there was nothing he could do but if I wanted it to look nice I should buy real wood, instead of this particle board and he'd be willing to come back out and install it for me. What does that say about their product???

Now the moldings have started to pull away from the wall and the floor jam between my bathroom and the entry can be completely lifted up. I step on nails because they are coming out of the jam.

Once again I called and this time they sent out an independent inspector who took photos of the problems. Empire Today then called me about 2 weeks later to schedule an appointment to have the problems fixed. The day of the appointment I took a day off of work to be here and when the installed called and said his name was Roger, I immediately recognized his voice and pulled my original paperwork to see it was the same guy who installed it the first time. I called the office and told them I did not want him back out here as he was the one who botched the job the first time and insulted me with his rude comments. They cancelled the appointment and rescheduled it for the following day with someone else.

The next day, a new installer by the name of Dave shows up with 2 new samples of moldings both of which were too light for my floor. He said he would have the office call me to reschedule and he'd bring out darker molding. It has been 2 weeks since that appointment and no one has contacted me. So I sent them an email and two different people have called to discuss my problem but when I call them back they are not available and do not return my phone messages.

I am going to keep on trying until they are forced to remedy this sitation, but I also intend on writing the BBB and the company president to let him/her know about their customer service or lack there of and the quality of their product and reliability is a total misconception and false advertisement. I can barely stand it when I see their commercial comes on the television.

2 comments
Anonymous
#154081

Update: Empire Today finally did come out and replace all the floor moldings, however today they are all pulling away from the wall again and 2 smaller pieces were never nailed down at all. Good Job Empire Today! Some day I plan on ripping all this *** out of my home and replacing it with something that wears and looks better.

Anonymous
#63840

"They sent out one guy who looked at the floor and said there was nothing he could do but if I wanted it to look nice I should buy real wood, instead of this particle board and he'd be willing to come back out and install it for me. What does that say about their product???"

The guy is right actually.

It's not "their" product in particular. Laminate flooring IS particle board.

I don't work for Empire but I've worked in flooring warehouses that sell it and basically laminate flooring is what it is: fake wood. Maybe you did have an issue with the installation but don't blame it on a product that you picked out.

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

Empire Today - Do not use Empire Carpet, overpriced, poor workmanship do not keep their word

As a member of our Customer Service Management Team, I truly apologize for any damages that occurred during your professional installation and that your Empire Today experience did not meet your expectations. I have read your comment and it seems that we could have done a better job at being prepared to move your furniture and haul away your old carpet. We apologize for the inconvenience and want to talk with you about your experience. Please feel free to contact me directly at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#147983 Review #147983 is a subjective opinion of poster.
Loss
$1000

All I can say is do not use Empire carpet, they are overpriced, poor workmanship, do not keep to their word. While laying my carpet the installer complained he didnt move furniture ( we paid extra for that) haul away old carpet ( we paid extra for that too) and he didn't have a helper ( really wasn't my problem).

I know some scratches are in inevitable, but every outside corner molding had to be(stained) repaired when he left. And for the company to send a carpet with *** in it( knowing it before it let the warehouse) has to the worst part of trying to take the customer.

( By the way they take your payment even before they start installing the carpet) Just because they try to pull the wool over on the people, they think everyone is like that!!!! So I say think twice or three time about hiring them and then go somewhere else.

Empire Today's reply to:

Empire Today - Do Not Trust Empireday Carpet.

As a member of the Customer Service Management Team, we apologize for the problems you experienced with your appointments. We know our customers are very busy and we take the appointments very seriously. I would like to opportunity to speak with you further and follow up with the sales representatives involved. Since we do not have your contact information, would you please contact me directly? Please feel free to email me at customersupport@empiretoday.com or call me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
ID
#147978 Review #147978 is a subjective opinion of poster.

The Agent never showed up to provide us the estimate even though we re-scheduled 3 different times on 3 different days. They really pissed me off on Saturday, Monday and Tuesday nights.

I will not trust their carpetting services even they offer me free of cost.

I called back each time to the call center and they tried to contact Agent and left him messages but he never showed up at the address and he never bothered to call me.

I gave them 3 chances but too bad, they really need to find agents/sales people who are really reliable and responisble. I will never rrecommend to anyone.

1 comment
Anonymous
#58154

It was probably not the fault of the sales person. Management will only give appointments to sales people that are selling a lot.

So they overload the sales person while another sales person is sitting at home. They don't allow sales people to call appointments.

Mgt said at a meeting that he would rather miss an appointment than give it to someone that is not selling even if in the past they are one of the best sales people. People are despreate for work so they take the job with Empire then they are treated like trash.

Empire Today's reply to:

Empire Today - Empire Carpets denied ever coming to my house

As a member of our Customer Service Management Team, I apologize that your appointment did not meet your expectations. It is our goal to ensure that customers are satisfied with every step of the Empire process. During our in-home appointments, our sales representatives provide you with a fully installed price as part of our shop-at-home service. They also work with each customer during their in-home appointment to select the right product to meet their needs. We would like the opportunity to follow up with you and the sales representative involved. Since we do not have your contact information, please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#147873 Review #147873 is a subjective opinion of poster.

A salesman from Empire Carpets came out on Saturday to measure for carpet. I wanted an expensive carpet and he told me he couldn't give me an estimate on the spot but would call me no later than Tuesday.

When he didn't call I called him and he didn't remember me and denied ever coming to my house! Fortunately a friend had stopped by while he was here so I knew I hadn't imagined it.

I called his supervisor who agreed it was very strange and he would get back to me, I'm still waiting a month later.

I found another company (CC Carpet) that did a great job.

Empire Today's reply to:

Empire today, never again

We apologize that you and your husband did not have a positive experience with your in-home estimate and installation appointment. There are many factors that go into our fully installed price including the product cost, padding, sales, floor preparation, square footage of the area, moving of furniture, etc. I have read your comment and it seems like we were not able to meet the expectations set forth during your sales appointment. We should have had someone haul away your old carpet for you and return your furniture to the way it was prior to installation. Empire stands by our products and installation and want to work with you to make things right. I would like if you could contact me so we can provide you a resolution. Please feel free to email us at customersupport@empiretoday.com or call me directly at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#147821 Review #147821 is a subjective opinion of poster.

I am throughly pissed off at Empire carpet, I had them come to give me an estimate which the estimate started at $1800.00 After dickering got the price down to $1000.00, which included moving furniture and hauling away the old carpet , if they could do the job at that price why try to gouge the consumer.

I chose them to do the job, on the morning of the installation I received a call from the installer advising me that he had no helper and asking if I could dispose of old carpet.

I called the salesman and also the company to ask them about it since I had paid for it.I told them I could not dispose of the carpet(which made the installer unhappy) and that one person could not handle the furniture and my husband wasn't suppose to be lifting which he had to help to maintain the condition of my furniture.

also on the last room the install stated the carpet had *** in which he had told them about in the am. there were scratches on my wood trim in many places Never again will I call them.