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Empire Today's reply to:

Empire Today is Horrible

As a member of our Customer Service Management Team, I apologize for your missed installation appointment and experience with our scheduling. We understand your time is valuable and the experience you have described was a mistake in our scheduling. Customer satisfaction is extremely important to us and I would like to follow up with you regarding your experience. Please feel free to email us at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#147609 Review #147609 is a subjective opinion of poster.

I contacted Empire to come in and do an estimate for us for 3 bedrooms. The first time they never showed or called.

They apologized, rescheduled and gave us $100 off our purchase. Two days later was our next appt. Again they never showed or called. When I called them back I was told they gave the appt to someone who no longer works for them and rescheduled once again with apologies.

Next appt. No show, no call. Called office asked to speak to a manager who never called me back, ask to file a complaint with corporate never got a response. One more appt missed.

They lose out! THey suck!

Don't use them! They must not need the business!

Empire Today's reply to:

Empire Today in Raleigh, North Carolina - Wrong color would not replace

Ms. Bondatti: I have read your post and concerns about your carpet installation. I apologize that you are not satisfied with the color of carpet installed in your home. I was able to locate your account information and understand that our customer service team has been in contact with you. We do want to work with you and have offered you a resolution. If you have any questions, please feel free to contact me directly at 888-588-2315 x4195 or you can email me at customersupport@empiretoday.com. We look forward to hearing from you soon. Rebekah Clerk, National Customer Service Manager.
Review
#147284 Review #147284 is a subjective opinion of poster.
Loss
$4

Called company,installed wrong color,blue instead of grey.Had another salesman come to address.Admitted it was wrong color.He called the company,they would not replace or compensate.They said I would have to pay the full fee to have it replaced.Had to repaint whole house for second time.costing us again time and money to match their sucky carpet,that we did not order..Do not use this company.Reported to BBB,they lied and said they installed the right color!You get the shaft with this company!!Go to a reputable place,that guarantees customer satisfaction!

Empire Today's reply to:

Empire Today in Winter Park, Florida - Holly Springs, NC Install

As a member of Empire and the Customer Service Team, I am sorry your experience did not meet your expectations and truly want to ensure you are satisfied with your products and installation. Thank you for bringing this to our attention as we want to hear about anything that goes wrong and work with each customer to reach a resolution. Making improvements to your home is an important and big decision and we understand that it can be frustrating to have somebody come back several times to correct a problem that should have been finished the first time. I would like the opportunity to speak with you about your experience and any concerns you may have regarding our company. Since I do not have contact information to reach you, please email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. I look forward to hearing from you. Rebekah Clerk, National Customer Service Manager
Review
#147160 Review #147160 is a subjective opinion of poster.

First off we had our carpet installed and the crew did not speak English. Seams were left open and frayed, so I called back and told the Manager not to send the same crew.

Same crew came, same results. Sent 2nd crew, again no English and fixed 2 of 3 seams. Called, GM sent "best crew", 1 spoke broken English, didn't repair and still waiting response. Called today and I am supposed to get call in 24 hours.

Do not buy from Empire, the biggest and expensive mistake I made.

The only response I got from the GM about employing Spanish speaking installers is that "It's the only ones I can find". GM also stated that the first crew was fired.

Empire Today's reply to:

Empire Today in Fulton, New York - Empire SUCKS

I have reviewed your post and want to talk with you about your experience. As a member of our National Customer Service Team, I apologize for the level of response you have received about servicing your area. I would like the opportunity to review the situation with you. If you are located near an area we service we may potentially be able to send a sales representative to your home. If possible, would you be able to contact me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#146685 Review #146685 is a subjective opinion of poster.

I called the toll free number to schedule a free consultation and spoke to a very ignorant human being on the other end. I told her exactly what I needed 3 rooms of carpet the measurements etc..

She then informs me that I am not in their service area. I gave her the zip code of the twon 5 miles down the and she says, "oh yeah we service there". I then went off in a rage, with the condition of today's economy, unemployment at a all time high and she can deny a costly job five miles out of the COMPUTERS range. Bull *** Empire.

I will contact a local hard working person that deserves my business. Also, by the other reports on this site ai am glad it did not work out with these freaks...

Empire Today's reply to:

Empire Today in Salinas, California - Big Mistake using Epire Today!

I would like the opportunity to speak with you regarding your problems with your carpet and any issues you had regarding our professional installation. 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 the concern and assisting in providing a resolution. Since we do not have your contact information, would you please contact me so we can work with you to make things right? 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
Review
#146557 Review #146557 is a subjective opinion of poster.

We have only had our new carpet a little over a year

It looks worse then our 15 year old carpet we replaced. We don't even know if its the carpet we paid for because the workers brought the wrong carpet first. Most workers were non English speaking.

We can only vacuum our carpet in one direction in most places. It bunches up if vacuumed in other directions.

Every time I see the commercial on TV I want to scream! Believe me I'm telling everyone I know to stay away from Empire! I am very very disappointed Empire.

Empire Today's reply to:

Empire Today in Seattle, Washington - Empire Carpet is Misleading!

I apologize your experience with your appointment did not meet your expectations. It is Empire’s goal to make home improvements as convenient as possible for our customers. If there are any issues that arise, we will work with the customer on identifying the concern and assisting in providing a resolution. We do offer Vinyl Flooring in select markets and our sales representative’s work with each customer to understand their needs and ensure they are provided the right products at the right price. If you would like more information, we are here to answer any questions you may have about our products. Please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#146324 Review #146324 is a subjective opinion of poster.
Loss
$14

I had empire carpet come to my home for a free in home estimate. It was a total waste of time!

My home is 1949 sf and they were going to charge me nearly $14,000 for flooring then later lowered the price to almost $10,000. Empire also doesn't carry any vinyl for bathrooms or kitchens. I went to a local flooring contractor and he is able to put flooring in my home for $5200 with the same quality materials with a better carpet pad.

Empire is a rip off! Don't waste your time unless you need carpet the next day and want to pay double!

Empire Today's reply to:

Empire Today - Empire Carpet in Aberdeen Maryland stood me up ruined night

I have read your post. Can you please contact me so we can better understand your concerns? 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
Review
#145958 Review #145958 is a subjective opinion of poster.
Loss
$50

I made an one line apt 2 weeks in advance for measurments and sales pitch for one room and one hallway. Tuesday 33�9 time 7-9PM.

They e mailed me a confirmaton the day I made the on line apt.

So last night my spouse and I were ready and set to go at 7PM. I tidied up the house, made a pot of coffee and waited...

9:48 PM phone my rings; guess who?

The man identified himself, stated he was with a customer and the apt had ran late and he was still 40 miles from my home and would not be able to make the pre-schuled time frame. He was sorry and said I should call to make another apt.

Not.

Mr. Pivovar, As the Vice President of Customer Operations I have read your post regarding your experience with Empire. I would like the opportunity to speak with you directly about your frustration and concerns with our company. Empire believes that customers are the...
View full review
Review
#145117 Review #145117 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today in Philadelphia, Pennsylvania - Empire Carpet: Overpriced, Shady Sales Tactics, Lame Selection

I’ve reviewed your post and would like the opportunity to have a member of our Customer Service Management Team review your file so we can follow back with our Local Sales Team and the respective Sales Representative. However, based on your post, I’m not able to pull your contact information. If possible, would you be able to contact Rebekah Clerk, National Customer Service Manager at customersupport@empiretoday.com or call 888-588-2315 x4195. She will be able to gather the information so we can further review. Our Sales Representatives during the appointment will measure the area and provide a fully installed price. Our goal is to find the right products to meet our customer’s needs and budgets. We also offer a low price guarantee if certain conditions are met. Your satisfaction is extremely important to us so we take all concerns seriously and would like the opportunity to discuss your concerns. After we have an opportunity to review the information with you, we can then follow back with the local market. - Marlo M. Michalek, Vice President of Marketing Communications.
Review
#144958 Review #144958 is a subjective opinion of poster.

Last night we had a lady from empire carpets over the house to measure and give us an estimate. I have several complaints.

First, I asked her why in this day and age she would use a tape measure instead of a laser tool to measure. She claimed tape measures are more acccurate. yeah, maybe in a house of mirrors! Well... when I held the tape measure for her against the wall in one of my cluttered rooms and watched the tape measure sag greatly in the middle while she wrote down numbers I understood. She's overmeasuring!!!! I objected and she re-measured. After that she went out and got samples from the car for me and the wife to look at while she had roamed the house free of my scrutinization. I knew right then it wasn't going to turn out well.

So, we're looking at the samples and are not impressed. Of the syle we selected we were given only 12 that were of any decent quality to select from. They all had the same ugly speckles in them. There was only one that we even kind of liked so we told her we were interested in that one. We were told the selection is limited because they only warehouse the most popular styles and that's why their prices are so low.

Speaking of not so low prices... let's get to the estimate. So after playing with her calculator for about 5 minutes she starts writing down numbers. She starts off around 13k (this is for 150 sq yds of carpet). She adds various discounts. One of the discounts is $850 for fast installation. In other words, if we sign a deal right then and there, otherwise we lose it. Yeah right.. what a lame high pressure sales tactic. If I call back tomorrow in this economy they won't give me that price? Give me a break!

The final price is 7k. I"ve gotten estimates 2k lower for much nicer carpet. I ask her for a breakdown. I'm told they don't do that. That's how other carpet companies rip you off I'm told. They just give you a bottom line that includes everything. Here's the best part.... She told me she can't break it down because they're just given "functions" that they plug numbers in to and get a final price. In the same breath she tells me she factored in the fact that I ripped up the carpets already. How's that possible if their just given "functions"?

Listen people... if a company can't tell you what they're charging you for then they are scamming you. The bottom line on empire is that they have a terrible selection, are grossly overpriced, and shady.

Oh, and the best part was she couldn't tell us whether our credit would be approved until AFTER we ordered the carpets.. which we would have to put a deposit down for. LOL. *** off empire!

Empire Today's reply to:

Empire Today in Warminster, Pennsylvania - Price guarantee is a SCAM!

I’ve reviewed your post and would like the opportunity to have a member of our Customer Service Management Team review your file so we can follow back with our Local Sales Team and the respective Sales Representative. However, based on your post, I’m not able to pull your contact information. If possible, would you be able to contact Rebekah Clerk, National Customer Service Manager at customersupport@empiretoday.com or call 888-588-2315 x4195. She will be able to gather the information so we can further review. One area that you mentioned in your post was our Low Price Guarantee, I wanted to provide you some additional details about our program: In order to be eligible for the guarantee, you must present a written price estimate, or offer, on a competitor’s official letterhead no later than one business day prior to the installation date of the product by Empire. Minimum Empire order of at least $750 required. Empire will only accept one written price estimate per competitor. Offer valid to owners of residences only. Competitor’s offer must be dated within 30 calendar days prior to the date customer signs a purchase order with Empire. This offer does not apply once an Empire order is installed. Offer must be a written estimate from a licensed retailer, and include all dimensions, upgrades, installation fees, discount / promotional pricing and other charges. Carpet or Flooring product must be comparable (for example, same or similar face weight of carpet and padding or identical hardwood, laminate product or ceramic flooring). Offer applies to in-stock Carpet and Flooring product only. Excludes Vinyl Flooring and Area Rugs. Window Treatments must be same or similar quality and style. Offer applies to “Next Day” and “Quick Ship” Window Treatments carried by Empire. Exclusions: Empire will not match competitors' bonus or free offers, special offers, rebates, financing offers, clearance or closeout prices, or installation specials. Offer is not available to Empire employees, and Empire sales or installation contractors. Valid in Empire service regions. Empire has the right to refuse or deny any written estimate. Empire is not responsible for typographical errors in this guarantee. Policy subject to change. In regards to the warranty, each of our products come with different manufacturer warranties, we unfortunately are not able to adjust the warranties. Your satisfaction is extremely important to us so we take all concerns seriously and would like the opportunity to discuss your concerns. After we have an opportunity to review the information with you, we can then follow back with the local market. - Marlo M. Michalek, Vice President of Marketing Communications.
Review
#144339 Review #144339 is a subjective opinion of poster.

I had a sales guy out today. His price was 50% - 100% higher than 2 estimates I received from local contractors for similar quality laminate flooring and carpeting.

Here's the catch, the price guarantee is only for identical merchandise but you can only get the same brand of laminate from Empire. They are the only ones that carry it according to the sales guy. Therefore, no low price guarantee.

His claim was that you should be willing to pay a much higher price to buy from them (whatever) for a lifetime warranty. I'll get a 25 year warranty from anyone. Dont need a lifetime warranty, that's overkill.

Salesman was rude as well.

Also, you should know that you can only get the no interest financing if your credit score is 750 or higher. Not too many folks have that.

DONT WASTE YOUR TIME!! I cant believe people fall for this garbage.