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Dear David, We live by the golden rule, and treat our customers that way they would like to be treated. We take ownership to ensure that every customer concern is addressed. We thank you for making us aware of you experience, and sincerely apologize for the...
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South Hackensack Township, New Jersey
Product
Hardwood Flooring
#1540090
Empire Today - Last effort before I initiate arbitration
Dear Walter, From pre to post installation, we’re committed to consistently providing our customers with the best quality service nationwide, and strive to leave a positive impression from start to finish. We’re disappointed to hear about your installation experience,...
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#1488744
Empire Today's reply to:

Empire Today - Terrible Customer service
Dear Jason, Customer satisfaction is our number one priority, and we strive to make beautiful new floors easy for all of our customers from their initial sales appointment process until post installation. We regret to hear that your experience did not meet your...
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#1414293
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Dear Richard, Customer satisfaction is our number one priority, and we strive to make beautiful new floors easy from beginning to end for all of our customers. We’re disappointed to hear about your installation experience, and assure you that we take your concerns...
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#1388705
Empire Today's reply to:

Dear Lisa, Our goal is to provide each customer with the best quality service. We work with our customers from start to finish to ensure that our mission of making beautiful new floors easy is achieved. We sincerely regret to hear about your experience. We appreciate...
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#1295473
Empire Today's reply to:

Dear Jessica, Customer satisfaction is our number one priority. From pre to post installation, we strive to make our customer’s experience as easy as can be. We apologize for your installation delay, and understand that your job has been completed to your satisfaction....
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Cleveland, Ohio
#1290728
Empire Today's reply to:

Dear Kathleen, Customer satisfaction is our number one priority, and we assure you that we work with our customers from start to finish until their concerns are addressed. We regret to hear that you remain unsatisfied, and are aware that we’re currently working with...
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#1219610
Empire Today's reply to:

Dear Cindy, For over 55 years we’ve been committed to providing outstanding customer service from start to finish. Our mission is to make beautiful new floors easy for all of customers and we accomplish this by putting our customers first. We’re disappointed to hear...
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#1121808
Empire Today's reply to:

Empire Today - Worst Company to hire

On August 25 Empire sales rep John Reardon came to my house and sold me on a bunch of false promises. I ordered 905 square feet of porcelain tile to be installed throughout my house starting on September 5. I received a phone call the Wednesday before installation to confirm my appointment and to make sure that I prepare all areas to be tiled. The next Saturday I was called back from Bill saying that they did not have the tile I ordered in stock and would not be able to do the install unless I picked different tile. I specifically said I wanted that tile and I would wait for them to call me when they had the tile in stock. The following Thursday I received a call from Empire to confirm my new appointment. An appointment that I never made. I asked if they had the tile in stock to which they replied no and I asked how they were going to do the install with no tile. For the next three weeks I was called to confirm an appointment that was never made even though they still did not have my tile in stock. Finally, on October 5 I called Bill and he said they did get my shipment of tile in and they would be able to do the install starting on October 11. When I spoke to Bill he had no idea that I was supposed to receive baseboards with the install. When the installers showed up they complained that the work order was all messed up and I would have to explain in detail all that was needed. Once shown what needed to be done they broke out their string to check the subfloor for level. They found several spots that were not level and started to complain that this job was going to be bigger than they anticipated. They called their boss John who then called me and explain everything the installers had previously explained. He added that the job was bigger than they thought and didn’t want to do it because of lack of time. They were looking for an easy job. John then stated that we could go ahead with the install but it was going to be an added 3k for a few bags of concrete and some grinding. Leveling a subfloor does not cost anywhere near that amount. He threw that price out there so I would refuse. Empire hires subcontractors to do their work. This is no surprise. But they do not do a fair estimation for the work to be done. John Reardon only measured and gave a 6500 estimate. Once the subcontractor got there the estimate grew by 3k. This is absolutely ridiculous. After waiting over a month for an install with my entire house packed into my living room I am still without tile and am forced to find another company that can do the job at the quoted price. I would never recommend Empire for any services past a basic carpet install. It is probably the only thing they are capable of doing because it is “easy work” Steve
#1113604
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Empire Today Products and Services Reviews

Empire Today's reply to:

Empire Today - So Very Unhappy

We got our floors about a month ago and I am so disgusted. I don't normally post too many negative reviews, but we have been getting the runaround with this company for as long as we have had the floors. We had two segments done. Laminate throughout the house and tile in the bathroom. It took almost a month to get the crew out here to do the tile, but in the end it looks awesome. The problem is with the laminate. The crew took a four day job and turned it into a 2 1/2 week job. They were so far behind schedule that they slammed the last part of the floor in and now the strip are all rising at the seams. We understand the idea of a floating floor, but the floor is so bad that when you walk on it EVERY step is a horrible squeaking noise and pinches the bottom of your feet. The raised spots are so obvious that people have commented upon entering our house for the first time. We called Empire and asked for a different person to come out and check it and they sent the guy who did it. Of course he said there was nothing wrong, but it was our fault. We have spoken to so many reps at Empire and they just keep saying someone will call in 24 hours, but no one calls. We spent $12000+ on our new floors and they are terrible and Empire doesn't seem to give a crap. On the plus side, our salesman, Brandon, was awesome. He answered all our questions and made us believe we had made the right decision. Too bad Empire doesn't respect or stand behind their sales team.
#1110298
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