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Empire Today's reply to:

Empire Today in Las Vegas, Nevada - Poor customer service from the get go

As a member of the Customer Service Management Team, I have read your post and would like the opportunity to follow back with you. We apologize for the problems you experienced with your in-home appointment. We know our customers are very busy and we take the appointments very seriously. Also, I would like to look into your referral gift card. There are certain conditions that need to be met in order to receive the gift card and I would like to review your information. 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
Review
#135446 Review #135446 is a subjective opinion of poster.
Loss
$4500

this is the worst company to deal with trying to get a refereal fe " ha ha" they mean a gift card !!!! do not buy from empire ever!!!

they were 4 hours late and were there until 1:00 am too bad there is no such thing as calling the customer .

i had to call them several times to find out how much longer they would be!!!! tooo bad I work with a retail store in las vegas and the person i refeered works as a boss for a major company here so no more refeerals for empire we removed the sign in our yards right after they put them in the ground!!!!!!

Empire Today's reply to:

Empire Today Nothing but a Scam

On behalf of Empire Today, I apologize that we didn't meet the expectations that you were expecting by scheduling an in-home estimate with us. Empire takes the feedback from its customers very seriously. I will ensure that your experience is brought to the attention of our Sales Team. Rebekah Clerk, National Customer Service Manager. If you would like to speak with me directly, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195.
Review
#135001 Review #135001 is a subjective opinion of poster.
Loss
$1600

I contacted Empire Today on August 28th for an estimate on installing some hardwood flooring. The sales rep that showed up was unprofessional, pushy and had a huge attitude.

I wanted hardwoods and he tried his best to talk me into purchasing laminate flooring trying to explain to me that laminate is better than hardwood. When I wouldn't budge on my decision, he proceeded to quote me on my flooring choice. The quote that I received was $800 higher than a local flooring company. The sales rep had the audacity to tell me that I was making a mistake by not purchasing from them and that his price was the best out there.

He proceeded to slam his samples on my existing hardwoods scratching them.

Talk about a company that is full of itself.

Empire Today's reply to:

I'm upset on how Empire Today does business

I have read your post and see we were able to reach a resolution with you. I apologize for your experience with our installation team and the problems with the plumbing. I would like to follow back with you to be sure that everything was corrected during your final installation appointment, but I do not have your information based on your post. We want to ensure that you are satisfied with your product and installation. 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
#134807 Review #134807 is a subjective opinion of poster.

On July 6, 2008, I contracted Empire Today to install a bathtub liner as well as a door in our bathroom. On July 12, 2008, two installers came by at our house to do the work. However, because of the rain, they asked us to push back the installation on the following day. They came back the following morning and after spending almost two hours in the bathroom, one of the installer indicated that the bathtub liner could not fit. He also mentioned that he broke the water pipe so we cannot use it until it is fixed. I checked the bathtub liner and its size was the same as the existing bathtub. I am not a carpenter, installer or whatsoever, but I am surprised it took him a while to figure that the bathtub liner will not fit! Anyways, the damage has been done so I have no choice but to calm down and convince myself that everything will be fine.

We asked them to come back on July 19 to fix the water pipe and then the installation of the bathtub liner. We waited the whole day and nobody showed up! We have cancelled our plans for this appointment and nothing happened!

We called the customer service and we were told that a plumber would come at our house on July 26. Thank God, a plumber appeared our door on that day. He opened the faucet to check the leak and the water started to drip at our ceiling. It damaged the electrical wirings at our dining area. Things are getting worst!

To fix the water pipe, he got rid of a portion of the ceiling to replace the broken pipe. He fixed the water pipe but he broke two things: (1) ceiling and (2) electrical wirings.

We called the customer service to file a complaint about this incident. Per customer service representative, the bathtub liner is out of stock and we need to wait for a couple of days. She cordially offered to schedule an appointment to fix the ceiling but we declined. We want to make sure that they install the bathtub liner first before fixing the ceiling to avoid duplication of this incident.

Days, weeks and then a month have passed but we never heard from Empire Today! This is a nightmare!

On September 3, 2008, we called the customer service to make a follow up. Thank God, the bathtub liner is now available. An appointment was made on September 10, 2008 between 9:00-10:00 am EST. It is now 11 am and I am still waiting for the installer. I took a day off from the office just for this appointment. I hope he will show up anytime soon!

I've read your comments and I'd like the opportunity to speak with you regarding your post. It is the goal of all Empire sales representatives and independent contractors to provide world-class service to each and every customer. If you would like to discuss your...
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Review
#134631 Review #134631 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today in Washington, District Of Columbia - EMPIRE - ONE DAY???

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 your refund 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
#134552 Review #134552 is a subjective opinion of poster.
Loss
$3500

I contracted Empire to install the flooring in my new condo in Fl, I pay on July 17 08, they have been taking 1.5 months to get the permit from the city, they barely answer my phone calls or give me an explanation and now that I want my money back they seem not to be willing to give it back.....

I want to find a lawyer and sue them. I could not rent the apartment in one and a half months because of their delay!!!

They are irresponsible and do not have an idea on how to conduct business.

Empire Today's reply to:

Empire Today in Brooklyn, New York - Buyer Beware: Empire Carpet has no ethics

I’ve reviewed your post and would like the opportunity to have a member of our Sales Management Team review your file so we can follow back with your local sales team and the sales representative involved. 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 and we take all concerns seriously and would like the opportunity to discuss your concerns. Once you are able to provide your information to our customer service tea we can then follow back with you. - Marlo Michalek, Vice President of Marketing Communications.
Review
#134085 Review #134085 is a subjective opinion of poster.

On 9-3-08 my wife & I saw an empire commercial and said we shpould call to re-surface our 12'x26' bedroom in IN. A "sales rep" (all sub-contractors - not Empire employees) showed up the next day and gave us a quote of $1175 for that size room, charged by the SF (he offered us a $150 "discount" coupon against the purchase).

It seemed that Wall to wall carpeting for a room that size should cost less than $1035, so and I called around to other installers and they were about 30% less charged by the square yard. I couldn't reconcile the cost for such a small space, and I don't ever remember buying carpet by the square foot, on square yard. When I called EMPIRE (588-2300 - the only number you can find manned at a call center - they say the company is based in Northlake IL, but you won't find a way to contact the headquaters) and asked to speak to a supervisor to determine if I was getting ripped off, the supervisor Rick, told me he couldn't tell me how they charged for their carpet, because that was "up to the sales rep" who he confirmed was not an Empire employee. He flat out said he couldn't help me, and that I should speak to the 'sales rep".

I told Rick the supervisor that I would cancel my order, and tell everyone I know that EMPIRE has no intention of standing behind their products, and they could be considered part of a "bait and switch scheme" where they advertise 60% discounts on television, but their "sales reps" don't have to povide the discount or conform to any company standard.

I cancelled my order, and called my bank to put a stop on the cradit card. IF YOU BUY FROM THESE GUYS - YOU DESERVE WHAT YOU GET !!!

Empire Today's reply to:

Empire Today Sux

I apologize for your missed in-home appointment and for the lack of response you received from customer service. Customer satisfaction is extremely important to us and I would like for a member of our team to speak with you about your experience. We stand by our products and installation, and we work with customers should a problem arise. 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
#133970 Review #133970 is a subjective opinion of poster.

Stay away from Empire Today. They lure you in with slick commercials and some nice customer service up front, but they *** on the back end.

Don't sign the contract because the moment you do, the service goes to pot. No returned phone calls, estimated dates for measurement and installation aren't met--without even a phone call. They are awful and I will never use them again. I stupidly declined a competing offer from a local guy and now I wish I can gone with him.

Bad, bad, bad. I cannot begin to express what a frustrating experience this has been,.

Empire Today's reply to:

Empire Today in Huntington, New York - Never showed up, never called, never again!

As a member of our customer service management team, I apologize for the missed appointment and that we were not able to serve you better. It is our goal to make installing home improvements as convenient as possible – I understand the frustration you experienced as a result of having to prepare your home for an installation that did not occur. Although you cancelled your order, it is important for us to be able to follow back with the representatives involved. If possible, would you be able to contact me at 888-588-2315 x4195 or email customersupport@empiretoday.com with your contact information and I will follow back promptly. Rebekah Clerk, National Customer Service Manager.
Review
#133320 Review #133320 is a subjective opinion of poster.

They promised next day delivery. My wife and I took off from work to get the room ready for new carpet.

Moved the furniture, un-hooked the surround sound stereo, got a friend to help move the TV and other heavy furniture ... and waited, and waited, and waited. At 4 PM we called them and were told "How about tomorrow?". When we told them that was not acceptable they told us the carpet was a special order and it would take 2 weeks.

We canceled.

The price was not really that great .... we shopped around and saved over $200 for the exact same carpet at Home Depot.

Empire Today's reply to:

Empire Today in Elkins Park, Pennsylvania - Rip Off Alert- Empire is no good

I’ve read your information and would like to have you speak with a member of our Customer Service Management Team. However, I cannot locate your information based on your post. If possible, would you be able to send our contact information to customersupport@empiretoday.com or call 888-588-2315 x4195 to speak with Rebekah Clerk our National Customer Service Manager. She will be able to look up your account information. Gina Cielocha –Senior Marketing and Communications Manager
Review
#133189 Review #133189 is a subjective opinion of poster.

I too was impressed with the advertisements for Empire carpet and flooring. I finally decided to give it a try and called them for the free in home estimate.

I have to say that the sales man was prompt and courteous. He did measure all my rooms and spend a good amount of time showing me samples of carpet in his mid range. I personally didn't think the carpet felt all that great compared to the carpet I already have, but he assured me that would be different after it was down with the padding. I liked their financing package and agreed to the sale.

I specifically asked him how their prices compared to Home Depot and other companies. He told me that they were the same except that Home depot would charge me to move all my furniture and extras for steps mouldings etc...

Well, after reading the reviews online I decided to cancel the order and think things over a bit more. I called Smart Carpet and Flooring for another in home estimate.

I spent over 3 hours with the salesmen and in the end I was able to not only save over $1000, but included in that price was my Master bedroom which I had to exclude previously due to cost. I am going to receive a carpet with a longer warranty as well.

I guess the moral is. Do your research, haggle a lot, and speak spanish.

Oh yeah, two days after cancelling the job I received a call at 7 am from a spanish speaking installer telling me he was going to be there in 40 minutes. I told him not to come and that I cancelled. He said ok so I hung up. Then he called again and I told him the same.

When I hung up I called cust. service. She told me that my cancellation had not been completed. Then she told me that they would take 800 off the price if I still would consider using them.

Too late honey! So thats the long and the short of it.

As a member of our customer service management team, I truly apologize for your missed appointment and the response you received from customer service. We know our customers are very busy and we take our scheduled in-home appointments very seriously. Our in-home...
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#133015 Review #133015 is a subjective opinion of poster.