Reply by Empire Today

Dear David,

Customer satisfaction is our number one priority, and we strive to make beautiful new floors easy for all of our customers. From the sales appointment process until post installation, our customers always come first.

We regret to hear that your experience did not meet your expectations, and we’d like to further discuss your concerns. We’ll be in touch with you shortly to start working on a resolution.

Thank you.
Billerica, MA, USA
Advertised vs Delivered
Customer service
Discounts and Special Offers
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Value for money

We just ordered two runners for our stairs, and it is the worst experience I have ever had with a company. I have a page and a half of errors, too many to put on here.

Their subcontractors don't show and don't call you to let you know they can't make it today. Empire does not call you to reschedule, you have to call a customer service rep and they put you on hold. They can't call you back, and they can't e-mail you back, so you just have to wait. Best the rep can do is put notes in the system for managers, and they won't give you number to managers, who are the real people who make the decisions.

I wanted my money back but they said in the contract that subcontractors can make errors so there is no kind of money back program. Best you can do is yell at the reps but that gets you nowhere. It is a total scam with the worst customer focused business model I have seen.

We had used they about 8 years ago for simple carpet and they were good, but they have really gone downhill since then, and I would absolutely not use them. Go to a local place and spend a little more for better quality.

Reason of review: Poor customer service.

Monetary Loss: $1080.

I didn't like: Horrible customer service.

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