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Empire Today's reply to:

Empire Today in Orlando, Florida - Do Not Buy Carpet from Empire

I've read your information that was posted and your concerns with your carpet installation. I was also able to locate you in our system. It appears that we have reached a resolution on your concern. All of our products are installed by professional installers and backed by manufacturer product and installation warranties. If there are problems with the product or installation, we will work with the customer on identifying the concern and assisting in providing a resolution.Please feel free to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195 if you have additional questions or problems. Customer satisfaction is extremely important to us and we want to be sure you are happy with your purchase. Rebekah Clerk, National Customer Service Manager
Review
#132436 Review #132436 is a subjective opinion of poster.

The installation of my carpet was amateur - the carpet was not flush with the marble floor it met. When the inspector came he said it was fine and there was nothing he could do.

I had to submit photographs to the main office and they finally sent a man out to fix it. But now, nearly a year later, I continue to find fluff in the vacuum cleaner -lots and lots of carpet fluff! Lots of it!! Clearly the carpet itself is of poor quality even though I was sold their "best".

Empire isn't even that cheap. Don't fall for Empire just because they install quickly.

Wait a bit for installation and get a good job and a good carpet. I wish I had.

Empire Today's reply to:

Empire Today - last minute cancellation

I have read your post from a couple of years ago and apologize for having to reschedule your appointment. As we are continually trying to improve our level of customer service, I would like to follow back with you. I understand your concerns - your time is valuable and it was frustrating to have to plan for another time to meet with our representative. I know some time has past since your post, but if you are able to contact me I would like to learn more about your experience. I can be reached via email at customersupport@empiretoday.com or by phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#132434 Review #132434 is a subjective opinion of poster.

Without going into a long-winded story about Empire Today, I will give the basic rundown. I scheduled a time during the day for a technician to measure windows and give an estimate for plantation shutters. At ten minutes before the end of the 2-hour window appointment time that I was given, I was called to say that the company had to cancel and re-schedule my appointment time.

I told them that if I ran a business that way, I would soon be out of business. Needless to say, I did not reschedule another time, and will go with a different company from which to purchase and install the shutters.

I encourage any reader to consider doing the same, and to beware of Empire Today.

Empire Today's reply to:

Empire Today in Detroit, Michigan - Empire is BBB accredited??

We realize two years time has elapsed since your experience with us and understand the issues you had with in-home appointment. However, we are continually working to improve on our customer service because customer satisfaction is extremely important to us. If you are still interested in reaching out to us, we are willing to follow back with you. Feel free to email me at mmichalek@empiretoday.com or contact me via phone at 888-588-2315 ext. 5560. Marlo Michalek – Vice President of Marketing Communications.
Review
#132139 Review #132139 is a subjective opinion of poster.

I would urge people who are out money to file formal complaints with the Better Business Bureau in hopes that they will reevaluate the accreditation. Over the past several days, we have experienced the same poor service mentioned in the previous postings.

Made an appointment; took day off work; Empire was a no call - no show; had to contact them days later to find out why they are not interested in our business; hung up on several times, mistakenly?; offered $100 off for our inconvenience - maybe if they had called us to apologize; waiting to hear from the "district" manager to call, but not counting on it. Luckily we found this site before proceeding further!

We too have "dodged a bullet". I will be spreading the word about this horribly mismanaged company.

Empire Today's reply to:

Empire Today in Easton, Maryland - Never showed up for appointment

We realize it has been two years since your experience with us. However, we are continually trying to improve our customer service and truly apologize for the inconvenience we caused you then. If you are still interested in reaching out to us - 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
#132019 Review #132019 is a subjective opinion of poster.

my husband and I made an appointment for empire today to come give an estimate for carpet- between 1:00 - 3:00 p.m. We took off from work, and waited for 2 hours.

After 1 hour I called their customer service dept. to ask if they were really coming. I also gave the woman my cell phone number in case they were running late. Since the carpet was for our daughter we were sitting at her house.

No call, no show...

two hours wasted, plus lost wages. Warning, do not use this company, I wish I had read the reviews before I made the appointment.

Empire Today's reply to:

Empire Today - Terrible Customer Service and missed promises.

I understand your post is from a few years ago, but we are continually trying to improve our customer service and would like to follow back with you. I apologize for the inconveniences you experienced in 2008 because of the improper measurement of your carpet, the delayed installation of your laminate and the frustration you experience reaching our to our customer service. It is our goal to ensure that customers are satisfied with every step of the Empire process. If there is anything we can do for you now, we would like to reach out to you. Please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#131799 Review #131799 is a subjective opinion of poster.

The sales person who measured the rugs did not measure correctly. This resulted in the installer having to reschedule the installation.

The sales person also neglected to order the laminate flooring trim, requiring the installer to reschedule the installation. The rugs were installed at the next scheduled date, however the flooring trim installation dates were not kept. Customer service made promises that were not kept. Some calls were dropped by customer service, requiring additional wait time on the phone.

In two cases Customer Service could not find me in their system.

Some observations: Sales people need to be competent, there is no excuse for an incorrect measurement.

Customer service needs to be on the same page. To have two different Service Reps tell you that you are not in their system while the third has no problem locating you in their system is not acceptable.

Empire Today's reply to:

Empire Today - Misrepresents materials & service

I understand your post is from 2008, but I apologize that you are not satisfied with your laminate flooring back when it was installed. As a leading provider of installed home improvement and home furnishings, we hold high standards for our service and products. We are focused on continually improving our customer service so we can better satisfy our customers in the future. If you are still interested in having us follow back with you, please email me customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#131606 Review #131606 is a subjective opinion of poster.
Loss
$3

Tortured Customer:

We were trying to sell our house, so we decided to replace the kitchen Linoeum. Of the seven showings of our house so far, three of the people have made specific comments on the kitchen floor!

"It feels spongy and fake."

"Is this floor plastic?"

"The kitchen floor looks like linoleum."

"The floor looks dated."

We paid $3,822 for an eyesore that does nothing to add any value to our house.

Also, notice when they show you samples of the laminate flooring they are mounted on pieces of wood, so they look twice as thick as than really are !!

Empire Today's reply to:

Empire Today in Naperville, Illinois - Save on Empire - compared to what??

Although your post is from a couple of years ago, we are continually improving on our customer service and would like the opportunity to follow back with you. Based on your post, I understand that you were able to find product at a lower price. There are many factors that determine our fully installed price estimate such as the products selected, padding, if the products are on special or promotion, square footage of the area, moving of furniture, etc. We also offer the same quality, name-brand products available in retail stores and by interior designers. Customer satisfaction is extremely important to us and although some time has elapsed, we would like to follow back with you.If you are interested in reach out to us, 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
#131192 Review #131192 is a subjective opinion of poster.

I never purchased from Empire Carpeting, and for good reason. (After reading so many bad reviews, I'm really glad I didn't...)

I had seen their commercials that claim big savings . I figured they wouldn't be the best quality around, but I WAS expecting the cheapest prices.

The sales person came out and gave us an estimate of approximately $4000 for laminate flooring in our family room and hallway. We also got estimates from Lowes, Home Depot, and a local flooring company. Empire was the MOST expensive by at least $1000 at ALL locations, AND their product was of a lesser quality and they had a puny selection.

So in the end, just by actually doing our research, we saved money, got a better product, and a more reputable company by NOT going with Empire.

Empire Today's reply to:

Empire Today in Portland, Oregon - Non-functional sales

I have read your post from two years ago and apologize that our sales representative did not follow back with you at this time. Customer service is extremely important to us and we are continually trying to find ways to improve. We want to follow back with you to see if there is anything we can do for you. If you are interested, please contact me at gcielocha@empiretoday.com via phone at 888-588-2315 ext. 3369. Gina Cielocha, Marketing & Communications Manager
Review
#130869 Review #130869 is a subjective opinion of poster.
Loss
$6500

I had an insane sales experience with Empire. I called for a quote and a representative (Hal) came to show his samples and measure.

He gave a price, I accepted and that was the last I heard from him.

When I subsequently called him, at first he would say he was busy and he would call back and then finally he stopped calling back (??) Some way to run a business.

I tried calling the company to get a new salesman but he appears to be the sole local representative in the Bay area. If this is how they act when they WANT my money, how are they going to act when they HAVE my money?

Empire Today's reply to:

Empire Today in Tucson, Arizona - Inconsistent messages, broken timeframes and promises

I truly apologize for your experience with our installation team and that we were unable to fulfill the expectations set forth during your in-home appointment at that time. Thank you for bringing your concerns to our attention. We understand it can be frustrating to have installers come back and forth into your home to finish a job that should have been finished the first time. At Empire, customer satisfaction is extremely important to us and we are continually working on ways to improve our customer outreach. Your experience with our customer service and unreturned phone calls is not something we want to happen again. We know some time has elapsed, but if you are still interested, we would like to hear more about your experience so we can better improve on satisfying you and our other customers in the future. If you are still interested in reaching out to us, I can be reached at mmichalek@empiretoday.com or via phone at 888-588-2315 ext. 5560. Marlo Michalek – Vice President of Marketing Communications.
Review
#130125 Review #130125 is a subjective opinion of poster.

I set up the free in home estimate. The salesman arrived on time and was pleasant for the most part. Shared he had only been on the job for two days. Indicated the job would be completed on a Friday and Saturday, with Sunday just in case they needed to finish up.

The job was confirmed 4 days prior to installation and I was told someone would be calling me to tell me when they would be at my home. I finally called the company the morning the installation was supposed to begin and I was told someone would be at my home around 8am. I called them again at 12:30p when nobody had showed up and was told they were just now leaving the warehouse with my carpet. The carpet installers arrived and said they could not start the job without the tile be completed and would be back on Sunday to install the carpet.

The tile installers arrived Saturday morning and I was told they would need need two and a half days to complete the tile. They then decided they did not want to work on Sunday and would come back Monday. The job leader was great. When I called and told him the carpet guys were going to be back on Sunday, he made sure he had a team of guys there to complete the job Sunday morning.

However, they were not given enough tile to complete the job and nobody was willing to go the warehouse (across town) and see if they had any there. Once again, the head of the tilers said he would work with me and have someone there when I got off work on Monday or Tuesday.

The carpet installers decided they were not going to return on Sunday and did not bother to call and let me know. When I called them to see where they were, they decided to tell me they would be here Monday instead. I called Customer Service, who would not connect me directly to the Tucson managers, but spoke to them on "my behalf." I was told the carpet installers had just called him and were on their way. I then told the call center manager what the installers told me about not coming and she called the installation manager again. She then said he was trying to get in touch with the installers, but they would not answer the phone. She said I would be hearing from the installation manager or the installers within 10 minutes. She also said she would be making notes in the system about who she talked to and what was said.

Forty-five minutes later, I called Customer Service again because I had not heard from anyone. The associate I talked to said there were no notes in the system, but called the installation manager again. This time I was told they would have a new team here on Monday to finish the installation. When asked why he could not bother to call and inform me of this when I was told I would be hearing from them the answer was "I don't know."

So far, Empire Today has not followed through on communication, customer service, scheduling, or installation. I highly recommend you avoid using this company. During the sales process I was told they only experienced 1% of consumer complaints with a large number of installs daily. I find this statement extremely hard to believe after my experience.

Empire Today's reply to:

Empire Today in Hereford, Arizona - Inconsistent messages, broken timeframes and promises

Although your post is from a couple of years ago, I truly apologize for your experience with our installation team and that we were unable to fulfill the expectations set forth during your in-home appointment at that time. Thank you for bringing your concerns to our attention. We understand it can be frustrating to have installers come back and forth into your home to finish a job that should have been finished the first time. At Empire, customer satisfaction is extremely important to us and we are continually working on ways to better reach out to our customers. Your experience with our customer service and unreturned phone calls is not something we want to happen again. We know some time has elapsed, but if you are still interested, we would like to hear more about your experience so we can better improve on satisfying you and our other customers in the future. If you are still interested in reaching out to us, I can be reached at mmichalek@empiretoday.com or via phone at 888-588-2315 ext. 5560. Marlo Michalek – Vice President of Marketing Communications.
Review
#130123 Review #130123 is a subjective opinion of poster.

I set up the free in home estimate. The salesman arrived on time and was pleasant for the most part. Shared he had only been on the job for two days. Indicated the job would be completed on a Friday and Saturday, with Sunday just in case they needed to finish up.

The job was confirmed 4 days prior to installation and I was told someone would be calling me to tell me when they would be at my home. I finally called the company the morning the installation was supposed to begin and I was told someone would be at my home around 8am. I called them again at 12:30p when nobody had showed up and was told they were just now leaving the warehouse with my carpet. The carpet installers arrived and said they could not start the job without the tile be completed and would be back on Sunday to install the carpet.

The tile installers arrived Saturday morning and I was told they would need need two and a half days to complete the tile. They then decided they did not want to work on Sunday and would come back Monday. The job leader was great. When I called and told him the carpet guys were going to be back on Sunday, he made sure he had a team of guys there to complete the job Sunday morning.

However, they were not given enough tile to complete the job and nobody was willing to go the warehouse (across town) and see if they had any there. Once again, the head of the tilers said he would work with me and have someone there when I got off work on Monday or Tuesday.

The carpet installers decided they were not going to return on Sunday and did not bother to call and let me know. When I called them to see where they were, they decided to tell me they would be here Monday instead. I called Customer Service, who would not connect me directly to the Tucson managers, but spoke to them on "my behalf." I was told the carpet installers had just called him and were on their way. I then told the call center manager what the installers told me about not coming and she called the installation manager again. She then said he was trying to get in touch with the installers, but they would not answer the phone. She said I would be hearing from the installation manager or the installers within 10 minutes. She also said she would be making notes in the system about who she talked to and what was said.

Forty-five minutes later, I called Customer Service again because I had not heard from anyone. The associate I talked to said there were no notes in the system, but called the installation manager again. This time I was told they would have a new team here on Monday to finish the installation. When asked why he could not bother to call and inform me of this when I was told I would be hearing from them the answer was "I don't know."

So far, Empire Today has not followed through on communication, customer service, scheduling, or installation. I highly recommend you avoid using this company. During the sales process I was told they only exprienced 1% of consumer complaints with a large number of installs daily. I find this statement extremely hard to believe after my experience.