Reply by Empire Today

Dear Lindsey,
From pre to post installation, we’re committed to consistently providing our customers with the best quality service nationwide.

We thank you for bringing your concerns to our attention, and are aware that your refund was successfully processed. If you continue to have questions and/or concerns don’t hesitate to contact us at

Thank you.
-ET Customer Support

I am still waiting for my $2K refund to hit my account. Apparently Empire "couldn't find the payment" which is why my refund has not been processed (even though I received a confirmation email the day I made the payment and it hit my credit card immediately).

We had a pretty horrible experience with Empire and I will definitely not be using your company again or recommending you to anyone. This was a carpet installation for a business that was scheduled almost a month in advance of the installation. We set a date and asked Empire to confirm they were available to do it on this day, which they did. We then asked our tenants to be out of the office on that Friday and to disconnect and move all their computer equipment prior to the installation.

The day before we asked empire to confirm what time they would arrive for the installation. They informed us that we would have to call the national number in the morning, however it would most likely be between 8 and 10 am (this should have been a red flag - not sure why you are scheduling the installers the day of). We arrived at 8 am on Friday in preparation for the installation. I called Empire immediately to see when they would be arriving, I was told to call back.

This happened about 5 more times until I was eventually told that they did not have enough installers that day and that they would have to reschedule. I was pretty annoyed at this point, but I agreed that we could have the installation done the next day. I also made it clear that we needed the installation done before Monday morning since this is when the tenants were returning to the office. We live about an hour away from the office so we requested an afternoon installation with our sales associate, Gary.

Gary said this shouldn't be a problem. At 9 am the next morning we get a call from the installer saying he was at the office and ready for the installation. We were pretty confused and told him the installation was supposed to be in the afternoon, he then told us "it was not his problem" and to contact the national line. We then tried to see if someone else could come out and meet him last minute, however by the time I got in touch with the national line he was already at a different job.

I then called 5 more times (I seriously spent my entire morning on the phone with your company) to get an update on the timing of the installation. I then finally was told that they would have to reschedule again because we had requested a morning appointment (um what?!) and they did not have enough installers. I was pretty furious at this point. Your employees were rude, disorganized, and unhelpful.

I was also hung up on at one point when I asked to speak to a supervisor. When I called the installer back he said I had the wrong number. I have asked for my money back and I will never use your company again. We found a new local company who did the carpet installation the next day.

I lost 2 days of rent because of Empire and I have very angry tenants who had to be out of the office for numerous days. Hopefully you will learn from your terrible reviews and fix your company.

This was seriously one of the worst customer service experiences I have ever dealt with. I am hoping I receive my refund within the next couple of days and don't have to take this to small claims court.

Product or Service Mentioned: Empire Today Customer Care.

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $2043.

Preferred solution: Full refund.

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