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Empire Today's reply to:

Empire Today - Flooring Installation Review

PUBLICpublished review 3/2/17 We met with a sales rep last month and picked out flooring for our home. To save money we decided to pull up all the carpet and old hardwoods ourselves and have all the furniture out and floors prepped before install. Received a call asking us to move our install date from April 25 to March 2 and they would give a corporate discount of $500 off our new hardwoods. Agreed and now we really have to get moving on demo and moving furniture out. Well today is the day and they come in and tells us that they van not install our flooring because of the humidity is greater than the floors itself. This test should be completed prior to purchase. If done so we could have picked out different flooring that accommodates. The sales representative should have tested and made us aware. I have contacted several customer service reps including the sales supervisor Kenneth Williams, that was very rude and non compliant of the issues we are having. I myself took off from work to have this installation completed and I can say was a waste of time and money on my part. Never go with Empire. I would not recommend them to anyone and as far as their always striving for a perfect 10 they have received a 0 from this customer. They have not up held their promises for "building customers for life". Oh and it gets worse. I will send another review or edit this one until I hear back from someone in corporate and not the Raleigh Durham location.
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#1016946 Review #1016946 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - It's a nope for me

I WILL NEVER USE EMPIRE AGAIN (and I have a lot of flooring left to do in my home). I would like to start by saying that the end result is beautiful and the installers were quick, professional and very helpful. This is not where my problem lies. My problem is every other facet of this company. We interviewed/received quotes from several different companies. We narrowed down our decision to two. We went with Empire (a slightly more expensive option) because we were told the floors were made in the USA as opposed to China. THAT was our deciding factor. The day the installers get here we notice the boxes all say "Made in China". Wait. What? We call the salesman, no answer. I call the main office number and tell them our issue. What is their explanation? "The floors are made in the USA but the boxes are made in China.". What? The boxes? This is the story you are going with? Ok, the boxes. I make them promise that yes, the floors are in fact made in the USA. We google the name on the box, "Valinge". Guess what? MADE IN CHINA- but I mean, we knew this. We call again and all they can tell us is there was no excuse for the lie and the customer service person trying to get us off the phone and that all we can do at this point is cancel the order. Well, that would be great and we could go with the cheaper option since they too were made in China if perhaps maybe all of our tile and carpet hadn't already been pulled up. I'm hosting a party in 4 days!?!?! How long will it take to get floors? What the...fine, just put it down. Half way through the installation I look at the padding and I ask "Is that the upgraded padding that we had paid for, you know, the quiet walk?". He tells me no, that this was the standard padding and that they don't use the upgrade on this type of flooring because it actually makes it echo even worse. Now, rewind...sitting at our breakfast table, the day we signed the contract I ask "How much extra are we paying for the upgraded padding?". He tells me something like 20 or 40 cents a square foot and he had knocked down the price. Ok, cool. But now today when we call the main number they tell us we did not pay for upgraded padding. What? We call the salesman he says no, we did not get charged for it. Ok, then why was the price we paid the same as when you told me you charged us 40 (or 20) cents a sq ft? Wouldn't that price drop? He says we went over what all the costs were when we signed, and we did, but that's when he told me the price per sq ft. The floors are in, we received no discounts, no refund for padding. Also, when I call to complain I want results. I DO NOT want to hear anything about anyone losing commission or the contract we signed. I know what we were told. I know we were lied to. I know we were blown off. Lack of integrity, that is where my issue lies. Don't lie to me.
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#1015829 Review #1015829 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - The Worst Experience I Have Ever Had

If you want great customer service and you want to work with an honest company, I would not recommend using Empire for any type of purchase or install. We scheduled to have the carpet in our entire house replaced almost 2 weeks ago. I called Empire the Friday before the install date to confirm everything, and I was told our install had been rescheduled. No one contacted us to tell us anything. On top of that, the customer service rep was very rude. When I told him we scheduled our install almost two weeks ago, and we expected them to honor what we were told, he said, "well what do you want me to do about that". I ended up speaking to one of the managers there, Edgar, and he called the installers and told me that we were on their schedule to have our carpet installed on Saturday, like we were told. The Rep that sold us the carpet even sent me a screen shot of our order and install date. We cleared out every closet in our home, and moved everything off all tables and sat around waiting all morning for the installers to show, but they never did. I called Empire to find out what was going on, and they told me we were dropped from the schedule and there was nothing they could do about it. Everyone I spoke to had a very nonchalant attitude and treated me as if my business meant nothing to this company. I spoke to another manager, Joel, and told him what was going on, and he basically said, well all we can do for you is reschedule you, that's it. I told him I wanted my deposit back because I didn't like that fact that we scheduled this install almost two weeks ago, and Empire changed the install date twice without letting us know, and then treated me like they didn't care about the time me and my family spent preparing our home for the carpet to be installed. I had to go back and forth with Joel about getting my money back because they were not trying to issue us a refund, and I finally had to tell him that I would write a review letting everyone know how they tried to rip us off and not give us our deposit back after Empire was the one that screwed up our order. I also asked for a phone number or address to the corporate office to let someone else know about the problems we have had with this company, and Joel told me they don't have a corporate number or address and that there was no one else I could speak to. I have never been so stressed and treated so rudely from a company we were dealing with to have work done on our home. We recently had windows and doors replaced and had an amazing experience with the other companies we worked with. If you want to deal with an honest company that will respect your business and not talk down to you, find another company.
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#1013653 Review #1013653 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - Unhappy Customer

We had a carpet install scheduled for today (2/25/17). The install was for carpet in the entire first floor (except kitchen) of our home. This install was confirmed via email and telephone. We rearranged our schedule to accommodate this install and moved all items out of the rooms. At approximately 9:05 a.m. this morning, we received a phone call telling us that the install was not going to happen because the carpet was "not on the truck." We are being told that the earliest install is now Tuesday which means I will have to take a day off work--assuming we don't get another call on Tuesday morning telling us that the carpet is not on the truck. My husband and I are both in customer-service related industries and do everything we can to accommodate our customers and fulfill commitments we have made. Obviously Empire Today does not do the same for its customers.
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#1013573 Review #1013573 is a subjective opinion of poster.
Testimonial
I was genuinely surprised by the experience I had with Empire Today. A sales person came to my home at the scheduled time and with samples in hand. I was interested in replacing my living room, ivory colored carpet due to small stains and some ware. I wasn't...
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#1012755 Review #1012755 is a subjective opinion of poster.
Testimonial
They installed carpet in the second floor of my home. I also used them for vinyl plank flooring in my basement, and window treatments. The result is beautiful. The carpet looks great, and I get so many compliments on how good the basement floor looks. I love the window...
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#1012196 Review #1012196 is a subjective opinion of poster.
Pros
  • Honesty of the vinly installer
  • Quality of the installation
  • Easy to schedule in-home consultation
Reason of review
Good quality
Testimonial

Highly Recommend Empire Today

I just got my new laminate flooring in and it looks wonderful! The installers were very polite and helped move everything back in, even the stuff that I had moved out on my own earlier in the day. My salesman, Cory P. was very nice and if I came in with a lower price from another company, he made sure he either matched it or lowered their price. I recommend this company to anyone who is looking for a great deal and great service! Elisa R.
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#1013203 Review #1013203 is a subjective opinion of poster.
Reason of review
Good quality
Empire Today's reply to:

Empire Today - Their Products do not last! Don't waste your money!

We have quite a bit of our flooring in our home by Empire Today. We will never ever use them again. We spent just under $3000.00 in 2009 to put in a laminate floor in our kitchen. It is now junk! Doesn't last and then they want us to pay for a repair person to come out just to look at. Don't waste your money on this company. If you want something that will last and a reputable company that will stick up for their products go elsewhere! What a waste! Now we have to again purchase either a different laminate floor for our kitchen, or live with this *** we have. I'm so disappointed with Empire Today, especially like I said a lot of our home is done using their products!
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#1010817 Review #1010817 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - Carpet Installation Review

Empire Today - Carpet Installation Review
Stay away from Empire today. Installers damaged two walls. But what is most upsetting, is that after two weeks, seven phone calls and an email to The company, reference complaint 1–252066589 was told somebody would call that night each time. Not one return call. Unbelievably bad company stay away.
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#1009624 Review #1009624 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today - Tile Installation Review

The salesperson promised a complete, professional and clean demo and installation. I received non of the above. He told me they would curtain off all non working areas and that was far from true. When they were removing the old tile it was like a war zone here. We were in another room and pieces of tile was hitting the door like golf ball size ice pellets hitting a tin roof. Tile flew everywhere. They never sealed off the other rooms , so the became full off broken tile, soot and dust. If it was not for me putting a large rolled up bath tile under the bedroom door we might have been hit by chard pieces tile. The whole myth of the operation is Empire does not employ their own installers. They sub out all the work to below standard companies, who really don't care about the quality of work or the customer , they just want to get the job done and get paid. I complained all that horrible day and was greeted the next morning by a crew of about 6 or 7 men to start the install. After not getting a satisfactory explanation the first day , I was not going to be happy with these people to complete the job. I made a few phone calls to Empire and then decided to ask them to leave the premise. They also stated that the just might have enough tile to lay it in diagonal pattern like I had paid for..Bottom line is that they charged me a astronomical price for the fist dsy of demo $$$900.00. I am seeking another companyto finish the work.. CONSUMERS BEWARE !!! THE BIGGEST. RIPOFF COMPANY GOING !!!
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#1006629 Review #1006629 is a subjective opinion of poster.