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Empire Today's reply to:

Empire Today review 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 review 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 review 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 review 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.

Empire Today's reply to:

Empire Today Cheats its Math

I have read your post from two years ago about your experience with your appointment and in-home estimate and apologize you were not satisfied back then. Customer satisfaction is extremely important to us and we are continually working on improving our customer service. We know some time has elapsed, but if you still interested in reaching out to us, we would be happy to follow back with you. Since we do not have your contact information can you please email me at customersupport@empiretoday.com or 888-588-2315, ext. 4195. Rebekah Clerk, National Customer Service Manager
Review
#129430 Review #129430 is a subjective opinion of poster.

Would you like to know how Empire Today is ripping people off? Straight out fraud?

They have two basic methods: Telling you the price of a certain carpet is $5 and lowering it until you agree and the most worse, telling you incorrect square footage and using faulty math to get you to pay more than $150 per room extra if you don't check their math. Raymond Stubbs, a representative of Empire Today came to my house yesterday, measured the room I wished to have carpeted at 15 x 14, and using his calculator told me it was 252 square feet. He then suggested letting the Empire crew move the furniture instead of me, which costs an extra 14 cents a square foot for a total of $70 + $805 = $875.00. After he left I checked his math, the square footage is actually 210 feet and 14 cents times 210 square feet equals less than $30.

The total charge was $875.00 but he told me that if I had it installed the next day, he would knock off $150.00. How many people do you think gets cheated by this method that is seemingly condoned by the company?

Even when I called to cancel, the operator told me that they could knock 25% off the $725 in order to keep retain the order, their math- $568, my math $544. It seems it is a company wide philosophy to cheat the math at every chance.

Empire Today's reply to:

Empire Today review in Charlotte, North Carolina: Empire sucks horrible flooring

I have read your posts and recent comments regarding your installation experience with Empire. Although some time has elapsed, I would like to speak with you regarding your concerns with our company. Empire Today has been a leading provider of installed home improvements and home furnishings for over 50 years. We provide quality, name-brand products to our customers across the United States. We have achieved an A+ rating from the Better Business Bureau for our overall quality of service offered. Your satisfaction is important to Empire and we are continually trying to find better ways to reach out to our customers so we can improve the experience. If you are interested in reaching out to us and further explaining your concerns, I can be reached at gcielocha@empiretoday.com or via phone at 888-588-2315 ext. 3369. Gina Cielocha, Marketing & Communications Manager
Review
#129250 Review #129250 is a subjective opinion of poster.

Empire flooring is the worst company out there. There workmanship is poor and the floors come up. I am now having to seek a lawyer to sue them.

Do not buy from this sorry company!!!!! Terrrible horrible worst company out there, do from them.

This is the worst experience I have ever had with any company in the US. They hae workers that can't even speak english and do not know what the *** they are doing! Please Do no tbuy from these JERKS, they SUCK!!!!!!!!! They are the worst floors come up at the seam poor quality flooring.

Empire Today's reply to:

Empire Today review in Colorado Springs, Colorado: Empire...What a rip-off!

I have read your posts and comments from 2008 regarding your in-home estimate. We do offer a wide selection of quality carpet in many different materials. There are many factors that go into our fully installed price such as the products selected, padding, if the products are on special or promotion, square footage of the area, moving of furniture, etc. Although some time has passed, I would still like the opportunity to discuss your concerns. We are constantly trying to improve on our level of customer service and would like to follow back with you to see if there is anything we can still do for you. You can contact me at mmichalek@empiretoday.com or via phone at 888-588-2315 ext. 5560. Marlo Michalek, Vice President Marketing
Review
#128771 Review #128771 is a subjective opinion of poster.

My fiance and I just moved into our new home and needed carpet in various places of the house. We had Empire come out to give us a free measurement and price quote.

They measured it at 1288 sq. ft. and only offered polyester carpeting. Why do they not offer nylon...the better carpeting?

Anyway, we decided to check out another company near our home.

When they came out to do their measurements, it was measured at 984 sq. ft! Over 300 sq. ft.

difference?! They are telling people they need more carpet when in reality they don't need it. There are obviously people out there who trust them and don't measure themselves to double check.

If you go with Empire, then you should definitely measure yourself first to see how much carpet you actually need. We didn't use them and I suggest the same for you.

Empire Today's reply to:

Empire Today won't return money

We know that your post is from a couple of years ago, but we are always trying to find ways to improve on our customer service and would like to follow back with you. Although some time has elapsed, we can still check on the status of your account and your deposit refund. If you are interested, I can be reached at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#128671 Review #128671 is a subjective opinion of poster.
Loss
$847

I am very upset, I would recommend to never use them. My father is dieing and need to sell our home to move my parents in with us;they won't refund the deposit.

I had put down 847.00 towards a 2500.00 order! They have no feelings are cold and calculating people.I will never, ever use them again.>>>>>!!!!!!!!! Empire Today has no feelings in regards to their clients. They will not return my deposit.

I have gone to corp level and they are still telling me no.

I wish I would of went on line first before I placed an order. I am so very upset with the disrespect they have for people.

Empire Today's reply to:

Empire Today bad from the beginning!

Although it is years later, I apologize for the inconvenience you experienced with the cancellation of your scheduled in-home appointment in 2008. As a member of the Customer Service Management Team, I would ask that you reconsider Empire for your future Carpet, Flooring and Window Treatments needs. We still would like to hear about your experience if you are interested and see if there is anything we can do for your now. 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
#128476 Review #128476 is a subjective opinion of poster.

Thank you to all those who have previously posted complaints about Empire.

I called and scheduled a same day in home estimate and then decided to check the internet for reviews of Empire. There were so many negative comments I decided to cancel the appointment.

Upon canceling I was offered a $50 credit to reschedule "right now." When I declined to reschedule I was told I would have to hold. After 5 minutes I realized how ridiculous it was to have to hold for a cancellation. I hung up, called the number again and of course, all operator's were busy... The line was picked up at one point and immediatly put back on hold.

Their system recognizes your phone number and I'm sure they had no intention of answering my call. I decided to try cancelling one more time because I really don't want anyone from Empire showing up and their phone system immediatly disconnected my call. It will be interesting to see if someone shows up today despite my attempts to cancel. I feel like I dodged a bullet.

Thanks for the warnings! Next time I will check reviews first, duh!

Empire Today's reply to:

Empire Today Incompetent Installation

Although your post is from a couple of years ago, I would like to apologize for your past experience with our carpet installation. We know our customers’ time is valuable and we want to make the installation process as hassle-free as possible. We realize how frustrating it must have been at the time to have installers come back several times to get a job done correctly that should have been done to your satisfaction the first time. We are continually trying to find ways to reach out to our customers. We know some time has passed, but would still like the opportunity to follow back with you and the installers involved. If you feel like still reaching out to us, please feel free to email me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#128309 Review #128309 is a subjective opinion of poster.

I chose Empire because of the "next day installation" and they matched the Lowe's price. What I didn't know was the poor quality of their installation crews.

I was having a whole house replacement, they chose to do the lower level first. They completed this in about 3 hours. I came home to find closet doors not reinstalled, the track doors guides missing , radiator covers not reinstalled and AC vents just put back in place and not fastened. In one closet the never bothered to secure the carpet to the tack strips and the seams were horrible.

They left saying "its cutting into my golf time" and didn't even bother to clean up after themselves, just swept debris into my finished basement.

The second day the foreman called saying he'd be late, when he arrived he aboslutely reeked of marijuana. He did one carpet seam that was hideous and spent the rest of the day saying he had to do something else leaving two inexperienced carpet layers to finish the job. 13 hours later they got done, still left a mess and the workmanship was totally unsatisfactory. I'm on the 5th week of trying to get my carpet installed correctly, and the 3rd attempt to get the stairs right.

If you are thinking about buying from them make sure you get certified installers and you have plenty of time on your hands to deal with all the corrections you'll need to have done. They may get it right in the end, but its just not worth the hassle.