Empire Today's reply to:

Empire Today - Not being serviced properly by customer service

Dear customer, our mission is to make beautiful new floors easy for all of our customers. We accomplish this mission by putting our customers first and working with a sense of urgency to address all of our customer concerns.
We want to make this right for you. Please contact us customersupport@empire-today.com so that we can begin working towards a resolution together.
Thank you,
-ET Customer Support
ID
#2089250 Review #2089250 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

your representative has terrible people skills i didn't like the way i was treated she didn't want to do her job i have two contracts with empire she told me I only have one that's all she see but after word for word she checked and found yes there were two h i was on the phone for nearly one hour and a half her name is Belle Martin so no I will never use you guys or recommend your services all I'm trying to do is have my no stain carpet inspected!!!

User's recommendation: Never.

Empire Today's reply to:

Empire Today - Unsatisfied

Rebekka, customer service is our number one priority, and assure you that we put our customers first.
We know that your time is valuable, and sincerely regret to hear about your experience. We've located your order and will be in touch with you shortly.
Thank you,
-ET Customer Support
ID
#2088583 Review #2088583 is a subjective opinion of poster.
Empire Today - Unsatisfied
Empire Today - Unsatisfied
Empire Today - Unsatisfied

Our company has paid in full it's been three weeks and my carpet work has not been completed and my company is not satisfied

Empire Today's reply to:

Empire Today - Rip Off

Sarah, we live by the Golden Rule, and treat all of our customers the way we would want to be treated. We take personal ownership and work with a sense of urgency to address all customer concerns.
We sincerely regret to hear that your concerns have not been addressed to your satisfaction. We’ve located your order, and will be in touch with you soon.
Thank you,
-ET Customer Support
ID
#1998772 Review #1998772 is a subjective opinion of poster.
Loss
$1400
Preferred solution
Full refund
Empire Today - Rip Off

Empire did not complete an installation and took months to come back and finish it. When it was finished it was poorly installed and incorrect. 4 appointments for them to come back and finish it...all no shows.

User's recommendation: No worth it.

Empire Today's reply to:

Edward, Customer satisfaction is our number one priority. We put our customers first and act with a sense of urgency to address every concern. We want every customer to be satisfied, and regret to hear about your experience. We've located your account information...
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ID
#1996955 Review #1996955 is a subjective opinion of poster.

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
Dear Kannan, we strive to provide an exceptional customer experience from start to finish. This means that from pre to post installation we work with our customers until their concerns are addressed to their satisfaction. We regret to hear that your experience did not...
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ID
#1980419 Review #1980419 is a subjective opinion of poster.

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
Dear Deborah, Our mission is to make beautiful new floors easy for all of our customers nationwide. We achieve this mission by putting our customers first and working with a sense of urgency to address their concerns. We sincerely apologize for your experience, and...
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Resolved
ID
#1930833 Review #1930833 is a subjective opinion of poster.
Location
Bradenton, Florida
Empire Today's reply to:

Empire Today - Cancelled refund

Dear Florence,

Our mission is to make beautiful new floors easy for all our nationwide customers. We strive to provide exceptional customer service from start to finish.

We regret to hear that your concerns have not been addressed, and assure you that we take matters such as these seriously. We’ve located your order, and we’ll be in touch with you shortly to discuss your concerns.

Thank you,
-ET Customer Support
ID
#1850642 Review #1850642 is a subjective opinion of poster.
Preferred solution
Full refund

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Empire rep can to my house on 3/17/20 for estimate, he told I have to put deposit to secure, is like they are taught to demand a deposit. So carefully analysis, I decided to cancel it the same day, which was the 3/17/20.

When I called to cancel, the guy told me my money $829.59 should be on my debit card within 5 to 7days. Today is 4/2/20, up to now I haven't received my money on my card. I have called customer service 3times, and they all tell me something different.

How long does it take to get a refund on a debit card? I just want my money back.

User's recommendation: I will never recommend anyone.

Dear Kristie, Our mission is to make beautiful new floors easy for all of our customers from start to finish. We put our customers first and work with a sense of urgency to address all customer concerns. We regret to hear that your experience is not meeting your...
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ID
#1846852 Review #1846852 is a subjective opinion of poster.
Empire Today's reply to:

Dear Pamela, Our customers are our number one priority, and we believe that the best way to built trust is through integrity. From pre to post installation, we work with our customers until their concerns are addressed. We regret to hear that your experience did not...
View full review
ID
#1772781 Review #1772781 is a subjective opinion of poster.

Contact Empire Today Customer Service

Website:
www.empiretoday.com
Mailing Address:
333 Northwest Avenue
Northlake, Illinois 60164
United States
Phone:
(800) 588-2300
Contact Empire Today Customer Service

Empire Today Products and Services Reviews

Product or Service Reviews
Carpet Installation  1.8 90
Flooring  2.3 118
Flooring Installation  2.1 61
Vinyl Flooring  2.1 6
Customer Care  1.5 57

Latest Question

What is the email address for the Legal Department?

I've been calling to cancel and either get disconnected or stuck on hold for over a half hour. What is the email address for the Legal Department so I can cancel? Thank you.

Empire Today Questions
Empire Today's reply to:

Empire Today - LIARS

Dear Irma,
We live by the Golden Rule, and treat all of our customers the way we would want to be treated. We take personal ownership and work with a sense of urgency to address all customer concerns.

We sincerely regret to hear that your concerns have not been addressed to your satisfaction. We’ve located your order, and will be in touch with you soon.
Thank you,
-ET Customer Support
ID
#1769666 Review #1769666 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy
Loss
$300
Preferred solution
Full refund

I had a rep provide a whole house estimate and was REASSURED that my $300 deposit WOULD BE REFUNDED if my circumstances changed. He knew there was questionable issues happening that particular day that could potentially negatively affect my order.

When I couldnt have Empire install the order I contacted them and was rudely informed that I lost my deposit as stated in the contract! I told her the representative assured me a refund would be no problem she said it was not true and that I had no other choice but to have Empire make the installation and that I would only be given a credit! I am still receiving calls and messages attempting to complete the whole house installation irregardless of the fact that I CANCELED THE ORDER!! I WANT A REFUND!

A family emergency changed my situation and I do not need the service any more! This is nothing less than a rip-off!!

Empire Today's reply to:

Empire Today - Horrible

Dear David,

Our mission is to make beautiful new floors easy for all of our customers. With over three million satisfied customers, we’ve achieved our vision to become America’s first choice for installed flooring.

We regret to hear that your experience with us, was not what you expected. We take your concerns seriously, and will be in touch with you shortly to discuss your concerns.

Thank you,
-ET Customer Support
ID
#1761181 Review #1761181 is a subjective opinion of poster.
Reason of review
Warranty issue
Loss
$2300
Preferred solution
Full refund

Update by user Feb 14

This issue hasn't been resolved yet, who marked this resolved?

Original review posted by user Jan 14

Bad installation, lousy customer service, and they avoid your complaints. Company does not honor installation guarantee..

Empire Today's reply to:

Empire Today - Returning customer Disappointed and upset

Dear Dana,

Our mission is to make beautiful new floors easy for our customers nationwide. For the past 60 years, we’ve achieved this mission by putting our customers concerns first.

We are disappointed to hear about your mother’s experience and would like to follow up with her ASAP. Unfortunately, we’re unable to locate your mother’s account with the information provided. Please email her street address and account number to customersupport@empire-today.com. We look forward to working with you.

Thank you,
ET Customer Support
ID
#1722372 Review #1722372 is a subjective opinion of poster.
Pros
  • Price
  • Easy to schedule in-home consultation
Cons
  • Lack of respect
  • Customer service is non existent
  • Communication
Reason of review
Work Experience or Job Application
Loss
$500
Preferred solution
Price reduction

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
Empire Today - Returning customer Disappointed and upset

My mom had flooring put in on 11/25.

1-There is a gap between the kitchen and living room.

2- We had to wait 12 hrs in my mom's room with no access to the bathroom. My mom had to use the restroom in a waste basket. She is 76 years old.

3- The area was left with glue on the flooring in the past the workers have cleaned the floors.

Empire Today's reply to:

Empire Today - TERRIBLE - INCOMPETENT

Dear Debbi,

Customer satisfaction is our number one priority, and we strive to address every customer concern from start to finish until a solution is reached.

We sincerely regret to hear that your concerns have not been addressed, and assure you that we take matters such as these very seriously. We’ll be in touch with you shortly to learn more.

Thank you,
ET Customer Support
ID
#1722122 Review #1722122 is a subjective opinion of poster.
Cons
  • You name it --
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

I have been trying to get 2 little parts for my vertical blinds. I am promised call backs, and I never got them.

I was told that they were opened on Thanksgiving and they weren't -- knew this, but just wanted to show them how incomptent their staff is. I told them to call me on a number in their file. At first we had two -- I told them that this number is the only number to use.

These idiots called my husband's number and said that they left a message -- not possible - because he is DEAD. I should have gone to Home Depot and did a DYI instead of dealing with this idiots -- Never, Never, Never again If I could give them no zero's - they would get it.

Empire Today's reply to:

Empire Today - Waste of time!

Dear Tracy,

For over 60 years, we’ve been dedicated to serving our customers with superior customer service from start to finish.

We sincerely regret to hear that your installation experience did not go as planned, and assure you that we take your concerns seriously. We’ve located your order, and will be in touch with you shortly to start working on a resolution.

Thank you,
-ET Customer Support
ID
#1586832 Review #1586832 is a subjective opinion of poster.
Pros
  • Customer service representatives are as helpful as they can be
Cons
  • Lack of communication
  • Not reliable
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution

ABSOLUTELY AWFUL! I was supposed to have my bathroom floors replaced on Friday so we pulled out our toilets and I got a phone call Friday morning saying they'd be there in the morning.

As of 12:40pm I called because they weren't here yet and when the customer service representative called the installer they said they'd like to reschedule because they got a bigger job. I said I didn't want to reschedule because I had my toilets pulled out and had been waiting around all day. A installation manager, Shane, finally called me back at 4:45pm to apologize and reschedule. He promised we'd be 1st thing Saturday morning, which I was lead to believe was 8am.

At 9:20am when no yet to arrive at my house I called the service center and was told the installers were still loading the truck and would be there in 2 hours. So the 1st appointment is at 11am! The only consolation I was offered for all of this was $65. So 1.5 days waiting without toilets with a 2 year old and oh and yesterday was my birthday.

Thanks Empire for ruining my birthday and waisting my time. I'm sorry my job is a small job, but I'm still a customer, but you can sure believe that I won't be again!

Empire Today's reply to:

Empire Today - Lies, negligence, fraud, theft, destruction of personal property

Dear Mr. Leveille,

Customer service is our number one priority, and is our customer promise to handle issues quickly and fairly if they should arise. We regret to hear about your experience, and understand that we’re currently working with you towards a solution. We’ll continue to review this matter to assure that your concerns are addressed as quickly as possible.

Thank you for your patience,
-ET Customer Support
ID
#1561526 Review #1561526 is a subjective opinion of poster.
Reason of review
Damaged personal property
Loss
$3000
Preferred solution
Monetary compensation

In 2018, we hired Empire Today to install a carpet in a large, 2-room basement area of the empty home we’d just purchased. The installers charged us $600 for new padding, but never installed the padding.

They put new carpet over the old padding and kept our money. We discovered this the following winter, when water damage forced us to pull up a small section of the new carpet.

Empire informed us that the entire carpet needed to be replaced if we wanted to keep our warranty. This was a huge problem because the basement was now fully-furnished and contained over $50,000 of fragile electronic equipment which would have to be moved. After a fight, Empire agreed to do the re-installation for free.

Since we didn’t trust a carpet crew to move the very expensive equipment while they worked, we agreed on a 2-day installation.

We would clear one room for them on day 1, then move all of the equipment to the first room, clearing the second room for them to work before they arrived on day 2. No problem.

They arrived on day 1 and completed the first room, but they didn’t leave. The carpet crew proceeded to move all of that equipment themselves and finish the second room, completing the job in 1 day for their own convenience. I discovered this only when they were nearly finished.

I yelled for them to stop but the foreman literally refused. It was very difficult to communicate with them, they spoke broken English or none at all. Frustrated, I resigned to let them finish the job.

The crew left our belongings in large, disorganized piles throughout the basement, some of which fell over and collapsed. I photographed all of it and notified the company the same day.

After several days of inventorying the mess, I discovered several thousand dollars in damages to equipment and furniture.

The job itself was notably poorer than the first installation but that’s the least of our concerns, and we’re not allowing this company back into our home for repairs.

The company was completely unresponsive to phone calls and emails for weeks at a time. It’s very important to persist throughout this period, which appears to be this company’s standard operating procedure for claims and complaints. It’s now been months and this company continues to deny any wrongdoing – but they’ve offered us a small monetary fraction of the damages “for inconveniences.”

The crew has lied about their conduct and misrepresented the condition of our home in their photographs, using “after” photos as “before” photos (yet neglecting to provide both sets for us).

We have photo proof to the contrary, of course, and this will be an easy case in court. But the negligence, fraud, theft and destruction for which Empire Today has been responsible throughout this 10-month ordeal has been tremendously frustrating for us.

Find a local crew for your flooring, stay away from Empire.