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Empire Today's reply to:

Empire Today in Schenectady, New York - THINK TWICE

Dear Yan,
We are committed to upholding our reputation and achieve our vision to become America’s first and best choice for installed flooring. Customer satisfaction is our main priority, and we strive to leave a positive lasting impression from start to finish.
Your concerns are important to us, and we understand that we have spoken to you in regards to your concerns, and are currently working towards a solution. We will continue to follow up with you until your concerns are addressed.
Thank you.
-ET Customer Support
Review
#1050401 Review #1050401 is a subjective opinion of poster.
Cons
  • Job quality
  • Poor customer service
  • Lack of communication
Reason of review
Poor customer service
Preferred solution
Price reduction

NEVER AGAIN! If I could give negative 5 that would be the score they deserve.

Customer service non existing, calls never answered, and never returned. Installers barely speak English, so if you have any point to get across, good luck. unless you habla Espaniol. Installation day.

Arrived late. Removed old carpet and pad, never bothered to vacuum. Left staples in the sub-floor here and there, i can feel them when walking barefoot. Worked till after 9pm.

In the result: seams coming apart after one week. On the stairs they left 5mm gap between edge of the carpet and wall trim. Two different crews sent in after to fix things up, came and gone without doing a thing, well they took pictures and spoke on the phone in Spanish. Then informed me they can't do anything because they don't have carpet with them.

That happened TWICE.

42 days They coming back tomorrow, and promised third time is going to be a charm. Will update.

Testimonial

Empire Today is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

Highly Recommend Empire Today

I had Empire Today install rugs for our master bedroom and the hallway and steps. My sister recommended them and they had the best price. The rugs are exactly what we wanted. It was perfect. The guys from Empire Today did a great job. I'll definitely use them again. Richard Marshall
View full review
Review
#1060351 Review #1060351 is a subjective opinion of poster.
Reason of review
Good quality
Empire Today's reply to:

Empire Today is horrible

Dear Jenny,

Providing exceptional customer service is our number one priority, and it’s our goal for our customers to have a positive experience from start to finish.

Your concerns are important to us and we’ll be following up with you shortly to learn more and start working towards a resolution.
Thank you for your patience.

-ET Customer Support
Review
#1046922 Review #1046922 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Hands down the worst company ever to deal with. We had an in-home estimator who missed the appointment and called last minute to cancel.

Then came the next day half drunk and threw carpet sample books all over my brand new wood floor and against my freshly painted wall. Nonetheless, we accepted the quote and scheduled the installation of the stair carpet runner and fully carpeted stairs into the basement. The day of the appointment came, I took off work to wait for the installers, no show until 6:30pm then proceeded to tell us that they didn't have the equipment and will be back the next day at 9am. Next day, no show at 9am.

Called the installers who barely spoke English to only be told that he isn't coming back because he doesn't have the equipment to do the runner and to call customer service to reschedule another crew. We called and got another appointment. The day of the install, again took off from work to wait, no show. Get a call at 5pm to tell us that they are not coming because they are running late.

We canceled the entire order. No follow up from customer service nor the drunk sales rep who sold the job. I guess they don't give a *** about customers or their reputation.

Beware of dealing with Empire Today. It is the worst!

Empire Today's reply to:

Empire Today - Empire ripped me off Today!

Dear Laurie,

Our mission is to “Make beautiful new floors easy,” for our nationwide customers. At our core are the values of respect, integrity, teamwork, and “customers first.”

It is our goal to address every customer concern, and assure you that your concerns are of much important to us. We understand that we have spoken to you in regards to this matter, and have discussed possible resolutions. We look forward to hearing from you soon.
Thank you.

-ET Customer Support
Review
#1045761 Review #1045761 is a subjective opinion of poster.
Pros
  • Im pissed
Cons
  • I am pissed
Reason of review
Not as described/ advertised
Loss
$1800
Preferred solution
Full refund

Empire today? Empire will scam you today is more like it.

Lets bait and switch the customer!! Had carpet installed in three bedrooms and a hallway. Lets just say i got a great bait and switch job. Told the sales person I DO NOT WANT APARTMENT GRADE CARPET!

And low and behold thats what i freakin got. And a bad installation job to, seams coming up looks like they patched the corners where they cut in to the carpet to far then tried to cover it up. there's a snagg in the carpet from the manufacturer. The carpet is matted down like it years old and its only 7months old, we lets me back track on that, I have 14 year old carpet in my living room and its not even matted down and its old.

So lets just say emprie rip me off today, screwed me and doesn't even have the decency do you have a little Essex and take responsibility with the product they have put in my home I am so dissatisfied with this. They do not care about their customers the only thing they care about is taking your money and taking the cheap way out and giving you cheap carpet or whatever you're having put into your home so they can line their pockets with your money and *** over all I want is the carpet I asked for but instead all I get is the runaround it's your fault your carpet is that way it's your fault to the carpet was badly installed by the way your cat decided to sit in your doorway and scratch in a straight line to pull the SEEM apart oh and your carpets matted down because of your vacuum. It has been nothing but excuses after excuses after excuses after excuses with these people their inspectors are complete *** The inspector that came out to my house brought me a piece of carpet that was supposedly the one that I picked out it was a dark dark green piece of carpet and I don't have dark green carpet so how am I supposed to tell then it tells my husband that are cat pulled the seem up because he sat in the doorway and scratched in a straight line my cats live outside then he decided to take my vacuum which is a $1282 Kirby vacuum, laid it down turned it on and stared at the brushes on the bottom for a good 10 minutes then proceeded to tell me that it's my vacuums fault that the carpet is mad down.

Oh and I forgot to mention I got a voicemail saying that they're going to replace the carpet then when I call back no one answers then I get another call back the next day telling me they can't find the carpet that they think it's no longer made so let's just screw with my head a little bit more thinking they're finally going to take responsibility oh I'm sorry your carpets no longer made you have to deal with it thank you Empire today for screwing me over taking my hard-earned money and lining your pockets with it and give me the *** carpet I have ever seen. You know we have hard-working Americans who work hard for their money and then you got companies like Empire today

Empire Today's reply to:

Empire Today - Disappointed Customer

Dear Customer,

We are committed to customer satisfaction and strive to accomplish our mission of “Making beautiful new floors easy,” each and every day.

It is our goal to make sure that every concern is addressed, and we’d like the opportunity to follow up with you and learn more about your experience. Please email your concerns and account information to customersupport@empire-today.com, so that we may further assist you.
We look forward to hearing from you.

Thank you,
-ET Customer Support
Review
#1042753 Review #1042753 is a subjective opinion of poster.
Reason of review
Bad quality
Empire Today - Disappointed Customer
Empire Today - Disappointed Customer
Empire Today - Disappointed Customer
Empire Today - Disappointed Customer
Empire Today - Disappointed Customer
Empire Today - Disappointed Customer

My review would not allow me to post the pics. I took these pics of some of the issues with our Hardwood floors that were installed a couple months ago.

They filled gaps with putty and nailed too far away from the wall that even $300 thicker molding won't cover. Unless we purchase more expensive custom molding we will have to find a way to hide their mistakes. We have an area behind our television that is a complete mess which I did voice my concerns while the installers were here and they said all the floor would have to be ripped up and redone if they were to fix it...It truly looks hideous and has to be hidden with an additional trim piece that does not match the rest of the room. The whole purpose of having this work done was to get rid of all the carpeting hoping to improve our child's health but instead we have a feeling of disappointment.

I've included only 6 pics that shows a small amount of the issues because space was limited on here. The pic with the cable cord had to have the additional trim because the molding alone shows how bad it really is.

My son is a carpenter and could not believe that they left a 1/2" gap. Such a waste of $10,000 spent apparently we did not spend enough to be treated better :(

Empire Today's reply to:

Empire Today - Still waiting for you to fix my floor HELLO

Dear Cheryl,

Customer satisfaction is our top priority, and our goal is for each customer to have a positive experience from start to finish. We value each transaction not as a one-time event, but as the beginning of a continuous relationship.

We appreciate you bringing your concerns to our attention and are aware that we are currently working with you towards a solution. We’ll continue to follow up until a solution is reached.

Thank you.
ET Customer Support
Review
#1040348 Review #1040348 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$5000
Preferred solution
Full refund

NO Honestly, your customer service and stand by your product is less than poor. Where is my warranty and why do you not follow up after I spent thousands on your floor.

Completely dissatisfied. Jennifer needs to work on her follow up with customers and fixing their promised guarantee. Could be held liable in court, just do right by your customers. A company like this should be honest and reputable but Empire strikes out.

Hard working American gets ripped off again. Do the right thing, stand by your products and your customers.

Sick and tired of getting ripped off. do the right thing and fix my floor that is less than a year old and sloppy sloppy work by your crew.

Empire Today's reply to:

Empire Today - Carpet Installation Review

Dear Laurie,
Our mission is to make beautiful new floors easy for our customers. At the core of this mission is our commitment to customer satisfaction.

We appreciate you bringing your concerns to our attention and are aware that we are currently working with you towards a resolution to this matter.
Thank you for your patience.
-ET Customer Support
Review
#1037113 Review #1037113 is a subjective opinion of poster.
Reason of review
Bad quality

Horrible, Such a disappointment. After several estimates from carpet companies in our area, we decided to go with Empire.

That was the worst decision i ever made. They came out a couple days later, to install the carpet. For 1 they decided to lay the carpet out in the road. instead of in our drive way, we moved our vehicles for that reason.

And they did the old trick (Bait and switch). Come to find out they gave us The cheapest carpet you can find, apartment grade. Instead of what we paid for. Then they did a *** seam job, witch apparently is my cats fault be cause he decided to sit in the door way and scratch in a straight line( the cat lives outside).

and my good old $1200 kirby vacuum is to blame to for the carpet fraying, and matting down. I have called several time never getting a strait answer, then the other day being told we are reviewing the findings of the inspector. so how long is it going to take this time for an answer, what to be told its my fault, my cat did it, oh the vacuum did it.

WOW unbelievable. Wonderful ethics this company has.

Empire Today's reply to:

Empire Today - Floor Repair Review

Dear Carolyn,

Our mission is to make beautiful new floors easy for our customers, and we assure you that your concerns are very important to us. We will be following up with you shortly to continue working towards a solution.

Thank you.
ET Customer Support
Review
#1029264 Review #1029264 is a subjective opinion of poster.
Reason of review
Poor customer service

I had a hardwood floor installed in my living room and kitchen in November 2015. I have spent most of 2016 trying to get the floor fixed.

I am very disappointed with empiretoday I have had cancelled appointments, I have men show up but could ot complete job because of high moisture reading , I have had days when I wait for someone to show up but no one comes, I have missed days of work. I have left people at my house just so the installers can get in. My more recent disappointment , I had the installers show up at my home 1:30 in the afternoon they did not have a new blade to cut the wood. They left at 2 o'clock going to the store to get a new blade they never came back he never called back I tried to call the operator three different times and all I got is an apology.

The said they could not reach the installers, they were not answering the phone.

I need more than an apology. There is no reason why it takes a year to do a reinstall done.

Empire Today's reply to:

Do not use Empire today

Dear Kenneth,
We regret to hear that your experience was not a positive one, and are aware that we addressed your concerns and completed a repair this past November. If you continue to have questions and concerns regarding your floor, please reach us at customersupport@empire-today.com.
Thank you.
-ET Customer Support
Review
#1027366 Review #1027366 is a subjective opinion of poster.
Pros
  • Look of the carpet and tile
  • Look of the tile and carpet before installation
Cons
  • Manager steve coudriet and the sloppy installation
Reason of review
Terrible customer service by the manager Steve Coudriet and a very sloppy job!
Loss
$1500
Preferred solution
Full refund

I had tile installed in my entry way by the front door and in two bathrooms. It looks like children installed it!

Grout lines are all different sizes? Some are very wide and some are very thin? They did not level the floor in my master bathroom, there is a hump in the middle. Toilets leaked when they finished.

One toilet wobbled, not tight. A one day job turned into two because they ran out of materials and broke the transition between the entry tile and living room laminate, it took two weeks to fix and 3 tries and it was not the same transition as was broken. They never got the tile fixed properly, after several weeks. At one point they showed up at my door without an appointment.

I called the so called manager, Steve who would not give me his last name (Coward). I told him they showed up without an appointment and he said my wife set the appointment and my wife Did Not set it up. Steve argued with me and basically called my wife a liar. I just found out his last name.

He is Steve Coudriet. I was given his name by an ex employee that was forbidden to give me Steves name. Steve was the manager at Terminix Commercial while I worked at Terminix, he started there after I was working there as a tech. Steve was Fired while I was off after a back surgery.

Steve was employed by Terminix Commercial in Memphis,Tn. As the branch manager for about a year or less. Steve is the laziest, most arrogant, incompetent POS I have ever known! Don't use Empire Today in Memphis,Tn.

You will be sorry! Spend a little more money and get a good job from a reputable company.

Empire Today's reply to:

Empire Today - Installation Review

Dear Gerardo,
We appreciate you making us aware of your concerns, and sincerely apologize for the miscommunication that you have received. We will review your concerns further and will be in contact with you shortly to start working towards a solution.
Thank you for your patience.
-ET Customer Support
Review
#1025294 Review #1025294 is a subjective opinion of poster.
Reason of review
Poor customer service

Our sales rep Doug talked us into signing a contract just so we had a price set .contract says you have to contact Empire directly to cancel within 2 days .thats tge first time he wasnt honest .He told us that the instalers are all employes of Empire but they are not ,they are subcontractors .He told us that the instalers would replace and houl away old toylets .when I asked the instalers they told me tgey dont haul away .I called doug to ask him about it and he told me he never told us that (called me a liar ).last straw was when I wanted my fire place retiled doug said no problem and sugested I retile a couple feet infront as well.turns out the instalers dont tile fire places .Again I called Doug and asked him he told me again that he never said that . Besides Doug being a liar the tile was said to be instaled on 3/20 but didnt get started till 3/24 they never called us to tell us anything about a delay .We had krdered this product almost 2 months in advanced and tgey were out of stock .