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Empire Today's reply to:

Empire Today in Toronto, Ontario - Empire is a scam CAREFUL

Although some time has passed, I would like to address any concerns you may have with our company. We take feedback from our customers very seriously and customer satisfaction is extremely important to us and we would like the opportunity to speak with you about your concerns. If you are still interested in reaching out to us, you may reach me at 888-588-2315 ext. 5234 or via email at bmoscatello@empiretoday.com. Bridget Moscatello, Vice President of Customer Care.
Review
#117906 Review #117906 is a subjective opinion of poster.

This company is a scam they do not show up for appointments and the installers are not professionals! Be careful!

be really careful! also be careful of their sales antics they will start with over pricing and then tell you that we can save you money if you buy today. little do you know you eventually accept all the discounts and end up with a market value price you can get anywhere. the company is a scam!!!

I feel sorry for the customer that accepts the first offer.

Way over priced. God forbid you need a service call, you will wait months before anyone calls you back.

Empire Today's reply to:

Empire Today Carpet is Junk

Although some time has elapsed, I am sorry to here you are not satisfied with the color and quality of your carpet purchase and your carpet installation. If there are any issues that arise with the quality of the product or the installation, we will work with the customer on identifying their concern and assisting in providing a resolution. Even though it has been some time, customer satisfaction is truly important to Empire and we would like to address any concerns you may have had. If you are still interested in contacting us to see how we can best resolve the situation, please feel free to email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#117402 Review #117402 is a subjective opinion of poster.
Loss
$5000

Hello...like 1000's of consumers we were taken in by Empire Today's easy plan of having a sales rep come to the home, pick out your carpet and have it installed the next day. Ideal yes...but in the long run it would have been a wiser choice to hop in the car drive to a bone fide carpet store and pick out our own and talk with someone who KNOWS about the product s/he is selling.

The sales rep we dealt with at Empire was very nice, seemed to know what he was talking about, told us that we had made an excellent choice in carpet, wrote out the contract, signed and carpet was installed the next day...as promised. However, one glitch in all this (w/sale our carpet was close to $5000.00)...when the installers arrived they immediately asked for payment. We told them after installation then they would be their check. WOUld they accept a check...no, had to be either cash or money order. My husband went round and round with the installer before he called the sales manager...when he finally agreed to accept a check. (Who has that much cash in the house? Why weren't we told what the terms of payment were...shady if you ask me) Well, we've had the carpet in for a year...looks like it's been in for 100 yrs...flat, dirty, looks like a rag. My husband and I are now looking to get new carpet installed.

Oh, and the carpet we picked out...wasn't the same carpet that was installed. Color is off...so whoever reads this, please be aware of what you choose..make sure it is what is delivered. Or...better yet, do not waste your good hard earned money. Go elsewhere.

The carpet is a lower grade than apartment quality. Worse of the worse.

Empire Today's reply to:

Empire Today in Tucson, Arizona - Emipire Carpet LLC is terrible

Although some time has passed, I truly apologize for your experience with our carpet installation and customer service team. We know our customer’s time is valuable and that you do not have time to wait around for installers to arrive. At Empire, we are continually trying to improve on our customer service and customer satisfaction is extremely important to us. We know it has been some time since your experience but we would still like the opportunity to speak with you. This way, we can better understand how to provide you and other customers with better customer service in the future. If you are still interested, I can be reached at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#115687 Review #115687 is a subjective opinion of poster.
Loss
$1000

Empire was supposed to be there to install on 12/22/07 gave a window of 8AM to 6PM (nice time frame!!!). Well at 6:10 PM after waiting all day I get a call from the installers (very bad English) saying they won't be there today.

So I call empire and they promise a discount. Needless to say the installers show up on the second attempt, Xmas eve 4 hours late. I never heard back about a discount rate and I called again but since the carpet has been installed they just don't return your calls. This company is horrible with their customer support and if you don't want to deal with head aches stay away.

They are very overpriced and it is explained that is because of their next day install. But if they don't install on their agreed upon day they ignore their discount and phone calls.

Empire Today's reply to:

Empire Today in Los Angeles, California - Empire Carpet Sucks

I have read your post from a couple years ago, and although it has been some time, I would like to apologize for the inconvenience your missed in-home appointments may have caused you. We know our customer’s time is valuable and that it can be frustrating to have to continually reschedule your appointment. 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. I can be reached at bmoscatello@empiretoday.com or via phone at 888-588-2315 ext. 5234. Bridget Moscatello – Vice President of Customer Care.
Review
#114351 Review #114351 is a subjective opinion of poster.

I scheduled a free in-home estimate for 2/23/08. They say to allow a two hour time frame for their sales person to arrive.

My appointment was between 11 am and 1 pm. Well, by 1:15 pm I was a little worried they weren't going to show up. I called, they said they couldn't get a hold of the sales rep. Suggested I wait a bit longer.

Waited almost two more hours, no show. Reluctantly rescheduled with the promise it wouldn't happen again. Here I am today, no one ever showed up for my appt. This company is a complete joke.

I'm surprised they're still in business.

I asked to speak to a manager and he claimed this never happens, and that he could reschedule it AGAIN. Ha, as if I'm going to waste a third weekend on these losers.

Empire Today's reply to:

Empire Today in Monroe, Michigan - Empire Carpet is ***!!!

Erin, I apologize for the problems you have experienced with your carpet purchase. All of our carpet products come with manufacturer product and installation warranties. Although some time has elapsed, if there is anything we can do to reach a resolution with you - we are happy to help. Feel free to email me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#113513 Review #113513 is a subjective opinion of poster.
Loss
$3500

I recently (by recently I mean 6 monthes ago) purchased empire carpet at the price of 3500 (rounding) because I wanted the highest traffic level and highest quality....turns out that "quality" is ***!

The carpet ( apparently a level 4 traffic) is extremely matted and dull and snagging and coming up aeverywhere and I could just go on and on!!

I tried to contact empire about it they offered to send one of their carpet people out...yeah not happening since the word THEIR is implied.

Needless to say I have contacted a lawyer because they have made things so unapproachable!!!!

We will just have to see...

Empire Today's reply to:

Empire Today

I have read your post from 2008 and would like to apologize for your cancelled appointments and that you were not satisfied with our sales representative and appointment. At Empire, customer satisfaction is of the utmost important to us. I realize some time has passed, but I would like the opportunity to discuss your experience with you and address any concerns you may still have with our company. This way, we can better improve on satisfying you and other customers in the future. If you are still interested, I can be reached at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#113408 Review #113408 is a subjective opinion of poster.
Loss
$50

I had a horrible experience with Empire Today. I had several cancelled appointments and two no shows.

3 salesmen later I finally had one that showed up. I had called the help line and was given a $100 concession for all the trouble. When the salesmen arrived I told him I wanted one of the 50% sales items that were being promoted online and on TV. He came to a price on one of the items and then was hesitant to give me the $100 owed to me.

He then said the blinds really weren't on sale but that I was given a special price for all I went through. He also said that when a sale was advertised that nothing was really on sale, it was just a way to get people to call Empire. That is 'bait and switch' and very illegal. Either he was lying about nothing being on sale or the company operates illegal practices.

I finally convinced the sales rep to give me half of my earned discount on top of the sales price.

I am waiting to hear back from the area sales manager on why I didn't get my full discount and about the terrible sales practices. I haven't tried other companies that sell custom blinds but if you try Empire get ready to fight with everything you have to get mediocre service.

Empire Today's reply to:

Empire Today

Although your post is from 2008, I would like to apologize that you were not satisfied with your window treatment installation and experience with our customer service. We know it must be frustrating to make several phone calls without receiving a response to satisfy your concerns. Although some time has elapsed, we would like the chance to further discuss your experience so that we may better improve on satisfying you and other customers in the future. If you are still interested in reaching out to us, you can email me at gcielocha@empiretoday.com or contact me via phone at 888-588-2315 ext. 3369. Gina Cielocha, Marketing & Communications Manager
Review
#112455 Review #112455 is a subjective opinion of poster.

Empire is one of the most unprofessional, irresponsible companies I have ever dealt with. I ordered windows from them in the beginning of November 2007 and as of today they are still not installed properly.

Trying to deal with their customer service people is impossible. I have been lied to by several different members of their staff. Every time I have called I have been told a new story. I have spent multiple hours on the phone trying to get them to be responsive. While their staff usually returned my calls they rarely had any new details on my installation.

I would highly recommend against using this company for any of their services.

Empire Today's reply to:

Empire Today in Littleton, Colorado - Incompetent installers and terrible customer service

I have read your detailed post from 2008 and although some time has passed, would like to truly apologize for you and your wife’s experience with our installation team and the inconvenience caused in your home by the installation itself. We know it must be frustrating for an installation team to arrive unprepared and to not have the job completed as expected. At Empire, we are dedicated to customer satisfaction. We realize some time has elapsed, but if you are still interested, we would like to hear more about you and your wife’s experience so we can better improve on satisfying you and our other customers in the future. If you are still willing to reach out to us, I can be reached at bmoscatello@empiretoday.com or via phone at 888-588-2315 ext. 5234. Bridget Moscatello – Vice President of Customer Care.
Review
#112364 Review #112364 is a subjective opinion of poster.
Loss
$2400

I went to the Empire Today website and was impressed by their customer service awards and next day installation at competitive prices. I called them out for an estimate and the sales rep talked on and on about how their installers are experienced and they work for 100% customer satisfaction.

We hired them to install laminate flooring in the entryway, kitchen, and two bathrooms. When the installers arrived, they didn't have the tools or materials needed to do the work. The head of the crew went back to HQ to get the supplies; meanwhile the rest of the crew began tearing up the old flooring using my tools without my permission. They used my putty knives and screwdrivers in a fashion they were not designed for. When I noticed this, I asked them why they were using my tools and not their own, and they told me they were working on wood floor yesterday and didn't have the tools they needed, which didn't make any sense. A few hours later when the head person came back, I asked if I would be reimbursed for my tools, and she said yes.

The project was supposed to be done at 6:00pm on the first day, but they weren't even half done so they came back the next day to finish. I wanted them to finish on the first day because I wanted to inspect the finished work before they left, but since they had to come back a second day, I had my wife watch them. When I got back from work it was about 11:00 pm and I was tired. I asked my wife how it went and she said fine, but pointed out a few notes they left me. For starters, they didn't finish the borders on the flooring because the carpet installers (who we were getting through Home Depot) could roll the carpet to the edge. This seemed fishy since Empire Today's laminate flooring isn't glued to the floor. Without the borders what would hold the tile in place? Next they told her that we could caulk our own floor because in their opinion the grey caulk provided didn't look good and brown caulk would look better.

They were also supposed to reinstall the toilets but told my wife she'd have to go buy the wax gaskets herself. The water supply line to the icemaker in the fridge wasn't hooked up because "it wouldn't fit", the cabinet in the kitchen wasn't reattached to the wall, there were holes in the walls in the bathrooms, and the trim that they put up didn't line up at all. The list of problems goes on and on.

They were supposed to come out the next day to reinstall the toilets, and I figured I'd point out all their mistakes when they came back. Problem is, they never showed up. We waited all day in an empty condo (we are waiting for all the remodeling to be done before we move in) with no toilets and no running water, and we called them repeatedly and they assured us they were on their way, but they never showed up. As evening approached we called Empire Today's customer service and told them what had happened and they said they could send someone out on Monday, four days from the call.

We've waited patiently and now Monday has arrived and the manager who is supposed to come by hasn't shown up and when I called they said he's not in his office. I asked for his cell number, and they said they can't give out that information.

This whole situation has been a huge headache, and I'm so pissed now that it's going to take a lot for them to make it up to me. If you're thinking of getting any flooring or window treatments done in your house, don't use Empire Today. They will treat you like a piece of ***.

Empire Today's reply to:

Empire Today in Elmhurst, Illinois - Hard wood installation

Although some time has passed, I would like to apologize that you are not satisfied with your hardwood flooring. Customer satisfaction is extremely important to us and we want to ensure you are happy with your products and installation. If you are experiencing problems that are covered by the manufacturer product and installation warranties, we are happy to work with you on a resolution I would still like the opportunity to discuss your experience with you and address any further concerns you may have with our company. If you are still interested, you can email me at gcielocha@empiretoday.com or contact me via phone at 888-588-2315 ext. 3369. Gina Cielocha, Marketing & Communications Manager
Review
#111544 Review #111544 is a subjective opinion of poster.

i will not purchase another thing from empire home carpet / hardwood flooring. we are having problems with this floor we has installed and they did send a adjuster out just to send me a letter we don't think there is a problem.

When I have floor boards popping slowly up on the $ 7,000 floor with a 25 year guarantee. The person that installed this floor said to use swiffer and i did and the adjuster for the company said we should not use this. I did tell him they told us to he said you can't win with a big company. So what I can do is let the public know not to deal with such people.

Try Luna maybe you can get treated better. and this is the second time i did business with empire and my last.they just want your $$ and tell you to get lost.

But keep in mind a 25 year guarantee. What bull sxxx.