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Empire Today's reply to:

Empire Today - Terrible job
Empire Today - Terrible job
Dear David, 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...
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ID
#1965703 Review #1965703 is a subjective opinion of poster.
Location
Portland, Oregon
Empire Today's reply to:

Empire Today - Not happy

Dear Steve,

We believe in the Golden Rule, and treat our customers the way we want to be treated. We put our customers first and act with a sense of urgency to assure that their concerns are addressed in a timely manner.

We’re glad to hear that you’re satisfied with your final installation results, but sincerely apologize for your overall experience. Your feedback is valuable to us, and we’ll be further reviewing your concerns.

Thank you,
-ET Customer Support
ID
#1347554 Review #1347554 is a subjective opinion of poster.

I am not going to elaborate very much. The floor looks nice and we are happy with the hard floor and the carpet.

Extremely disappointed with the scheduling, timeliness, and speed of the crews. I moved most of the furniture myself after being told the crews would do it. I injure my back and was told they would get back with me on that. On a $13,000.00 project we received a $200.00 rebate for delays.

It took an extra eight days before it was totally done. Even the sal s rep said that was totally unacceptable. Of course he said a lot of other things too.

LOL! Bottom line I would advise a lot more looking around and comparing than we did and I would not recommend empire flooring to anyone i considered a friend.

Empire Today's reply to:

Empire Today - Review in Household Services category

Dear Celia,

For over 55 years, our customers have been our first priority. We view each purchase not as a one-time event but as the start of an on-going relationship. All that we do is dedicated to making beautiful new floors easy for our customers.

We regret to hear that your experience did not come with ease, and assure you that we take your concerns very seriously. We’ve located your account, and we’ll be in touch with you shortly to start working on a resolution.
ID
#1296610 Review #1296610 is a subjective opinion of poster.
Reason of review
Order processing issue

Well let’s see the installers Ana & Daniel are so beyond unprofessional. They showed up at my house at 1pm on Tuesday.

Took a lunch break at 4pm returned at 545pm. Said they had came back at about 5 but no one was home which was bs. Cause my son and girlfriend were here and they left their tool and rolls of padding at my front door holding it open. Anyways took them until 4am to not finish the *** job they did.

They ran out of carpet and have to return to finish one room. She told me they will be here today which is Thursday between 11-12pm to finish job. And it’s now 6:36pm and surprise surprise they ain’t here. I called her 2xs and they say they are close by and nope no show.

They left their piles of trash on my front yard and didn’t clean up after themselves on Tuesday. I was stuck vacuuming & sweeping up their disaster. And she said she didn’t know they had to move furniture so they used my son brother myself and son girlfriend to help move furniture!!! WTH!

I am in the middle of selling my home I have an open house schedule for Saturday & Sunday and my house isn’t presentable.

They didn’t finish carpet up to the walls there is a gap where u can see the uncarpeted flooring and the base boarders anywhere it transitions into another room the Carpet is lifted. A refund will be expected and ch 4 news has been notified and I am contacting better business Bureau.

Empire Today's reply to:

Empire Today - Carpet Metal Trim Installation

Dear Sara,
Our mission is to “Make beautiful new floors easy,” for our nationwide customers. At our core are the values of respect, integrity, teamwork, “customers first,” and the quality results that our brand commands.

We appreciate you making us aware of this matter. We’ll be following up with you soon to discuss your concerns further and start working towards a solution.
Thank you for your patience.
-ET Customer Support
ID
#1050500 Review #1050500 is a subjective opinion of poster.
Reason of review
Warranty issue
Preferred solution
Fix all of the trim

Empire did a beautiful job installing the carpet but did a hideous job on the metal trim at the doorways and refused to correct the install. They offer one year installation workmanship warranty but don't stand behind it.

Would not recommend Empire to anyone. They don't return phone calls to people that place complaints with them. I have called numerous times and have spoken to many different people yet nobody wants to help correct this situation.

The installers should include on their team someone who has the knowledge of installing metal trim at the doorways since every house has interior doorways. Completely unprofessional trim work.

Empire Today's reply to:

Empire Today - Floor Repair Review

Dear Carolyn,

Our mission is to make beautiful new floors easy for our customers, and we assure you that your concerns are very important to us. We will be following up with you shortly to continue working towards a solution.

Thank you.
ET Customer Support
ID
#1029264 Review #1029264 is a subjective opinion of poster.
Reason of review
Poor customer service

I had a hardwood floor installed in my living room and kitchen in November 2015. I have spent most of 2016 trying to get the floor fixed.

I am very disappointed with empiretoday I have had cancelled appointments, I have men show up but could ot complete job because of high moisture reading , I have had days when I wait for someone to show up but no one comes, I have missed days of work. I have left people at my house just so the installers can get in. My more recent disappointment , I had the installers show up at my home 1:30 in the afternoon they did not have a new blade to cut the wood. They left at 2 o'clock going to the store to get a new blade they never came back he never called back I tried to call the operator three different times and all I got is an apology.

The said they could not reach the installers, they were not answering the phone.

I need more than an apology. There is no reason why it takes a year to do a reinstall done.

Empire Today's reply to:

Empire Today - Flooring Installation Review

Dear Sandra,
We are sincerely disappointed to hear about your experience. Your order has since been cancelled per your request. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#970376 Review #970376 is a subjective opinion of poster.
Reason of review
Poor customer service

We paid to have flooring installed today and instead they didn't show and didn't call into supposably offset the inconvenience of taking an entire day off of work they offered a measly $200 discount on a product that was overpriced from the get-go terrible service contacting customer service is a joke and their floor managers have no business taking Management phone calls

1 comment
Kennidy
#1254229

Dear Customer,

We regret to hear about your experience and assure you that we want to help. Unfortunately we are unable to locate your account with the information provided. Please email your account information to customersupport@empire-today.com and mention Pissed Consumer in the subject line, so we can further assist you.

Thank you.

Empire Today's reply to:

Empire Today - Have chosen differently

Dear Cynthia,
We are disappointed to hear that you were not satisfied with your experience. Per your request we have since cancelled your order and processed your refund. For any future inquiries please contact us atcustomersupport@empiretoday.com.
Thank you.
ID
#942370 Review #942370 is a subjective opinion of poster.
Cons
  • Being put on the phone with 3rd party
Reason of review
Poor customer service

The installer came installed the carpet went great. Went to install bathroom and kitchen and told me I was sold incorrect flooring he could not do the job.

The installer was GREAT. Then after having given the sales rep $2600 cash and job being done before 2:00pm the installer was sent back to get $1700+ from me. The person on the other end of the phone was very unprofessional talking to me about money that was clearly already given to empire. All this while dealing with my mothers death the day after order was placed put so much added stress.

HORRIBLE BUSINESS PRACTICE. WILL NEVER DEAL WITH THEM AGAIN NOR RECOMMEND THEM!!!!!!!

Empire Today's reply to:

Empire Today - Linoleum Installation Review from Stamford, Connecticut

Dear Gregory,
We regret to hear that your experience has not been a great one. We want to help, but unfortunately we cannot locate your account with the information posted here. Please send your account information to customersupport@empire-today.com so that we can follow up with you.
Thank you.
ID
#939458 Review #939458 is a subjective opinion of poster.
Reason of review
Bad quality

Linoleum was installed on an angle and the installer said that the kitchen cabinets were not aligned properly instead of admitting that he had screwed up the install. Called customer service and had to drive 135 miles to the install location, my summer cottage, to meet with a manager, to get agreement on reinstall.

Came

back out to the house this week for reinstall of Linoleum. It is now 12 noon and the installer has not shown up yet. These people are the absolute worst company to deal with.

Forget about the price!!!!!!! They suck!!!!!!!!!!!

1 comment
Kennidy
#1229311

Dear Customer,

We regret to hear that your experience has not been a great one. We want to help, but unfortunately we cannot locate your account with the information posted here.

Please send your account information to customersupport@empire-today.com so that we can follow up with you.

Thank you.

Empire Today's reply to:

Empire Today - Customer Care Review from Valley, Alabama

Dear Kesia,
We are sorry for the inconvenience that this matter caused for you. We show that we have since spoken to you and offered an accommodation. For future inquiries please contact us at customersupport@empiretoday.com.
Thank you.
ID
#936490 Review #936490 is a subjective opinion of poster.
Reason of review
Poor customer service

I have been calling customer service for over a month trying to get my money back for the things I did not get done and all I keep getting is the run around. Customer service is awful with this company, but I love my floors so I guess I like the contractors.

1 comment
Kennidy
#1226836

Dear Customer,

Thank you for bringing your concerns to our attention. Your satisfaction is important to us and we regret that your experience was not a positive one.

We would like to help make things right for you, but unfortunately, we cannot locate your account with the information posted here.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.

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 - One of the Shadiest and *** Poor Orginizations

Dear Shasha, We regret the you are dissatisfied. Please email us at customersupport@empire-today.com with your contact information and we will ensure someone contacts you soon to discuss your situation.
ID
#910083 Review #910083 is a subjective opinion of poster.
Reason of review
Poor customer service

Do not use EMPIRE for any of your flooring needs. Go elsewhere. Look at the reviews with BBB or Consumer Affairs, or any other site for that matter.

THEY ARE NOT A GOOD COMPANY! They are dishonest and will cheat you out of anything if you let them.

They installed carpet in my house. The worker who installed my carpet stole the extra carpet that I paid for that wasn't used. Lied about it to my family. When i called Empire today to go over the issue, they refused to discuss it saying that the measurements used to do carpet is information they cannot give out. Who can you charge me for a product then tell me the details of said product is not something you can share with me? Their resolution of said issue is is laughable.

Their customer service is honestly the worst I have ever seen, and as a former employee of BBB, I have seen bad companies.

DO NOT USE EMPIRE EVER!!!! There is more to this story but typing more wont make them any less of a terrible company.

1 comment
Anonymous
#1206674

We regret the you are dissatisfied. Please email us at customersupport@empire-today.com with your contact information and we will ensure someone contacts you soon to discuss your situation. Please reference pissedcomsumer.com posting in the subject line.

Empire Today's reply to:

Empire Today Flooring Installation Review

Dear customer, Your concerns are important to us, and we are saddened to hear that your experience was not an excellent one. We would like to follow up with you to discuss further, but unfortunately are unable to locate your customer account with the information provided. Please email your concerns and account information to customersupport@empire-today.com, so we can assist you further.
Thank you.
ID
#891546 Review #891546 is a subjective opinion of poster.
Reason of review
Bad quality
Empire Today Flooring Installation Review

Worst company ever!!! Installers came late everyday, took long lunch breaks (2+hours).

Job was supposed to take 3 days, ended up being 6. They did not replace flooring under my dishwasher, so it doesn't fit correctly. I have being trying to get empire back out for over a month to correct this and no results, just a run around.

Even if they beat a competitor by a couple of hundred dollars, its not worth it. Trust me

1 comment
Kennidy
#1193283

Dear Customer,

We regret that your installation was not completed as planned and assure you that we want to learn more. Please contact us at customersuppport@empiretoday.com so we can further assist.

Thank you.

Empire Today's reply to:

Empire Today - Customer service stinks

Hello Stevie,
We are glad to hear that you are satisfied with your finished product and that we were able to help. Enjoy the new look and feel of your home!
ID
#874168 Review #874168 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
A piece of the carpet so i can fix it myself since the are unwilling and unable. half inch by 10 inches

I had my entire house done with Empire today. The sales rep was very nice.

The wood guys downstairs were awesome.The carpet people on the other hand didn't call before the came, showed up late, and when the did show up, they did with a half crew, so it took twice as long as predicted. After the install I had a problem with an area that I had specifically asked them about.The previous people that owned the house had cats. I asked the sales Rep if I should treat it prior to them coming. He told me no that the carpet guys would deal with it when the time comes.

If it needs anything they would let me know. Well they didn't. The base boards were so swollen that to get rid of some of the smell we replaced them. So now there is a gap between the carpet and the new non-smelling base board.

I called the company to get a piece of carpet to fix it.( the guys didn't leave any) The people at the office were not helpful at all.

They didn't try to resolve my issue. They would not give me a tine sample of carpet to fix the hole that was left by their mistake.I will never use Empire again.It is a shame that problem resolution is such an absent skill in a customer service company.

2 comments
Anonymous
#1180233

I have the a similar issue and have not heard back from them. Empire came into my home installed carpet on top of the old wood threads that had cat urine on them and we have a bedroom that smells like cat urine!!! They told me that someone from corporate will call me in 1 to 3 business days

Kennidy
#1179326

Dear Customer,

We understand your frustration and would like to follow up with you to discuss your experience in more detail. Unfortunately, we cannot locate your account with the information posted here.

Please send your contact information to customersupport@empire-today.com so that we can follow up with you.

Thank you.

-Empire Customer Support

View more comments (1)
Empire Today's reply to:

Empire Today - Wood flooring

Dear Carol, We would like to learn more, but unfortunately are unable to verify your Empire customer information. Please contact customersupport@empiretoday.com for further assistance.
Thank You.
ID
#868241 Review #868241 is a subjective opinion of poster.
Pros
  • Fast installation
Cons
  • Not resolving problems
Reason of review
Damaged or defective
Loss
$3000
Preferred solution
Full refund

HAD WOOD FLOORING PUT IN OCTOBER 2015 AND HAD 1 REPLACED WITHIN A WEEK IT WAS DAMAGED WHEN PUT IN AND HAD INSPECTORS AND PROCESS THEY REPLACED FLOOR AND THE SAME PRODUCT WAS DAMAGED AND INSTALLER WOULD'NT EVEN PUT IT IN.WE THEN DID AN UPGRADE AND WAS CREDITED FOR BAD FLOOR A 2ND FLOOR AFTER 1 MONTH STARTED TO STAIN I LITERALY SPENT DAYS ON THE PHONE SOMETIMES THEY ANSWERED MOST TIMES NOT!I DID EVERYTHING THEY TOLD ME TO DO AND STILL FLOORS STINK.I HAD FLOOR PEOPLE COME BACK,INSPECTORS AND TOLD BY 1 INSPECTOR THERE IS A PROBLEM,BY THE SALESMAN THERE IS AN ON GOING PROBLEM WITH THIS PRODUCT AND STILL NO ANSWERES.I THEN CALL CORPORATE AND THEY GOT THEM TO AT LEAST ANSWER ME IT IS NOW JUNE 2016 AND THEY SENT A INDEPENDENT INSPECTOR WHO SAID HE COULD NOT TELL ME RESULTS BUT EMPIRE WILL CALL ME IN A FEW DAYS.A WEEK WENT BY AND NO CALL I PUT IN MANY CALLS TO ALL I HAVE BEEN DEALING WITH EVERY DAY ONLY TO GET ANSWEREING MACHINES UNTIL I GOT SOMEONE.THE ANSWER WAS FROM THE INDEPENDENT INSPECTOR JUST MAINTAIN AND CLEAN WITH WATER.I WAS TOLD NEVER USE WATER AND ALL MY RESEARCH SAYS NO WATER..THIS WEEKEND I USED WATER BUT NO GOOD RESULTS AT ALL. THIS IS A CRIME!!

PLEASE I DO NOT RECCOMMEND EMPIRE I HAVE SPENT 30,000.00 DOLLARS ON FLOORING IN MULTIPLE ROOMS BUT THEY DONT CARE. THE ROOM WHICH NEEDS CHANGING IS A SMALL ROOM AND THEY SAY LIFETIME GAURENTEE-- YEAH RIGHT--I'M NOT DONE WITH THEM BUT I'M EXHAUSTED FROM THEIR ***

1 comment
Kennidy
#1175556

Hello,

We are disappointed to hear about your dissatisfaction with Empire. We would like to learn more, but unfortunately we are unable to verify your Empire customer information.

Please contact customersupport@empiretoday.com for further assistance.

Thank You.

Empire Today's reply to:

Empire Today - Horrible product/service

Dear Tonia,
Our records show that we have spoken to you in regards to your concerns and have conducted an inspection. For future concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#865685 Review #865685 is a subjective opinion of poster.
Pros
  • Were quick to install
Cons
  • Communication
  • Quality of the job
  • Customer service
Reason of review
almost all of the above
Preferred solution
Full refund

lament cheap peeling, rug unraveling in few areas. laborer was terribly inexperienced left work incomplete, empire told us to fix it ourselves. We have called and emailed Empire since December January for someone to come here and look at the carpeting and flooring. First rep. never showed up. One rep. told us service calls are 75.00, not true. It was a email phone tag for a while, I emailed them last June 3 stating I want action now or I will take action I haven't heard anything. CarpetPaladino Style Espresso Area Front RoomLaminateSimply Living QTR Oak Style Quiet Walk

.

1 comment
Kennidy
#1173544

Hello Tonia,

We are disappointed to hear that your installation was not completed as planned and regret the lack of communication you have received. We want to help resolve this matter and will follow up with you soon.

Thank you.

-Empire Customer Support

Empire Today's reply to:

Empire Today - Flooring install

Dear William,
We appreciate you bringing this matter to our attention. We are aware that since your post, we have addressed your concerns. For future inquiries please contact us at customersupport@empiretoday.com.
Thank you.
ID
#833078 Review #833078 is a subjective opinion of poster.
Cons
  • Customer service
  • All
  • Follow up
Reason of review
Poor customer service
Loss
$500
Preferred solution
Price reduction

Thanks empire for wasting my Saturday 4/16/16 and a vacation day. Installers showed up at 1pm came in and said they were here to do my kitchen.

I informed them they were doing my lr,dr , kit and hallway.they didn't have the moulding for the job or enough product so the had to contact a cs rep. CS rep called me and had to reschedule for 4/21/16 now I have to use another vacation day and hope they get it right this time.

Paid good money for this job and they can't get it right wth Empire . I thought this was a professional company but I guess not .

1 comment
Kennidy
#1147377

Hello John,

We can assure you that we take your complaint very seriously and understand that we’ve been in contact with you regarding this issue. We will continue to follow up until we reach a resolution.

Thanks for your patience.