Empire Today's reply to:

Empire Today - Carpet Installation Review from Bellair-Meadowbrook Terrace, Florida

Dear Cheryl,
Your concerns are important to us and we are saddened to hear that you were not satisfied with your experience. We understand that we have spoken to you and offered a fair solution. If you wish to continue with our services please contact us at customersupport@empiretoday.com.
Thank you.
ID
#945048 Review #945048 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Bad quality

This happened to us today in Winston-Salem, NC. They were supposed to install LVT today.

I called customer service yesterday and asked if they could tell us morning or afternoon because we took a day of vacation for carpet installation on Wed. The CS rep was a condescending *** and said no they can't tell you until the trucks are loaded in the am. I explained that I didn't want a specific time, just morning or afternoon so we would only have to take 1/2 a day off work. He continued to be a condescending smarta$$ so I hung up....in spite he moved our appt to two weeks later without telling us so we burned a day off work for nothing.

I am beyond PISSED!! Customer service and our sales rep was useless. I called our rep 3 times and he just notified us today at 11:23 that it was cancelled. I just called CS and gave a verbal blistering so they offered us a discount for the "inconvenience".....I declined and told them I wouldn't take it if they gave it to me for free.

We just had $2000+ carpet installed on Wednesday.

If this had happened before carpet I would have cancelled everything!! Empire today sucks!!!

1 comment
Kennidy
#1233271

Dear Cheryl,

Your concerns are important to us and we are saddened to hear that you have not been satisfied with your experience. We have located your account and we'll be in contact with you soon to discuss this matter in more detail.

Thank you.

Empire Today's reply to:

Empire Today Carpet Installation Review from Saratoga Springs, New York

Dear Amber,
We sense your frustration and are disappointed to hear that you feel this way. We understand that we have addressed your concerns. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#940090 Review #940090 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Easy to schedule in-home consultation
Reason of review
My carpet installation job is still not complete, one month later
Preferred solution
Deliver product or service ordered

These people are the very definition of slimeballs. I went with them mainly because I was on a very tight time frame to get carpeting installed before I moved into my new house. My salesperson, Jolene D. is the very embodiment of a used car salesperson. She tried every tactic to get me to commit to buy from them immediately (the let me call my manager to see what we can do about price scam, etc). I had to get carpet installed within a week, so begrudgingly, I went with them. Also, there "half-off" promo is a total scam. They don't give you any prices on the carpeting upfront, so you have no idea what your getting half-off of. The carpet that I supposedly got "half off" of was approximately the same price of similar spec carpeting at REGULAR price in a big box store. There's no deal at all there.

The idiots they sent to install the carpet were clearly subcontractors and didn't give a *** about customer satisfaction. They were supposed to call with a timeframe for installation, which they didn't, and just showed up at my house.I hadn't even moved in there yet and lived a half hour away so they had to wait there for me and then had the audacity to give me attitude about it.

The best part is that on my stairwell, I still have 6 stairs that have old carpeting on them. Why you ask? Well, because they did not bind the carpeting on the one side of the last 6 stairs, which is what I had paid for. They actually tried to fold over the carpeting and staple it!! Neither of the contractors spoke English well, so communicating with them was a nightmare. I placed calls to my salesperson, Jolene D., who didn't respond to repeated texts, or phone calls until I finally threatened to cancel the order. No delivery, no commission I guess. That got her greedy hands dialing the phone.

She said they could have the carpet bound and then come back in 1-2 weeks just to finish the remainder of the job. Well, a month out, I still have stairs with old carpeting.I have repeatedly called, texted, and emailed Jolene, "who will be there for you throughout the entire process" to no avail. Once this piece of work gets her commission check, she leaves you high and dry. I eventually got a hold from someone in Customer Service who scheduled the work to be completed, supposedly yesterday, and no one showed up. I tried calling Jolene once again, and shockingly it went to voicemail, and I am sure the message will not be returned.

Avoid Jolene D, and avoid Empire like they are the plague. They are a "take your money and run" operation. Jolene is a disgraceful and unethical salesperson and I am guessing those values are the corporate values of Empire Today, spread from the top-down.

1 comment
Kennidy
#1230022

Dear Amber,

We sense your frustration and are disappointed to hear that you feel this way. Your satisfaction is important to us and we will be in contact with you soon to discuss this matter further.

Thank you.

Empire Today's reply to:

Empire Today - Worst Flooring Company EVER!!!

Dear Dawn,
We are disappointed to hear that your product did not meet your expectations. Our records show that we have been in contact with you since your last posting. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#938786 Review #938786 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Quickness of install
Reason of review
Bad quality
Loss
$3000
Preferred solution
Full refund

I have used Empire twice (because I believe everyone deserves a second chance) but both times my install jobs were a nightmare! The first time a couple of guys who spoke no English showed up in a beater truck with Washington plates at 9 AM--and at 9 PM they were still trying to figure out how to lay the tile!When the job was finished the tiles didn't match up and they had glued cheap plastic edging over my existing baseboards with a reddish adhesive smeared everywhere--it looks a mess.

Years later I thought I'd try them again for carpet--after all--how hard could that be?

The first day they showed up and tore out all my old carpet only to discover they didn't have enough new carpet to do the job! The second day they showed up, threw the stuff down and took off in a rush--with a half-*** install job which is now lumping and sliding down the stairs!

I called customer service and they sent someone out who told me it had been installed incorrectly over the wrong padding and the whole job would need to be redone. Three weeks later--no word from anyone.

I call again and I am told by some snippy little customer service girl that the notes say the problem was caused by "pet damage" and they aren't going to do anything about it!!! I asked her if anyone bothered to look at the pictures and maybe notice the problem has nothing to do with "pet damage" and she says she will call me back the same day--a week later still not a word! I am now going to report this to the BBB because Empire's customer service is the worst and I am stuck making monthly payments on carpet that looks terrible!

STAY AWAY FROM EMPIRE TODAY! That's the jingle their commercials should use!

1 comment
Kennidy
#1228768

Dear Dawn,

We are disappointed to hear that your product is not meeting your expectations. Your concerns are important to us and we will be following up with you soon to learn more.

Thank you for your patience.

Empire Today's reply to:

Empire Today - Wish I had gone elsewhere!!

Dear Pamela,
We never want our customers to be disappointed in our services and we regret to hear that you feel this way. We understand that we have reached out to you in regards to your concerns. You can also contact us at customersupport@empiretoday.com.
Thank you.
ID
#928998 Review #928998 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • People were very courteous
Cons
  • Quality of the job
Reason of review
Damaged or defective
Loss
$4500
Preferred solution
Let the company propose a solution

Had my living room, stairs hallway and two bedrooms done. You could see the seams in the carpets in the living room and bedroom.

Called customer service and they said they would send someone out. Took time off work to wait for someone to come, no show. Called back going to send someone out again. No show, called and they said someone had come out and there was nothing they could do.

Told them that haven't even showed up. Sent someone out again and they said they would change my living room but not my bedroom. They came and replaced the living room looks good but different color than the rest of the house. Called would have a salesman come.

Over 1 and a half years later my carpets are different colors and you can still see the seams in the carpets!

Oh and no one salesman ever came! So disgusted with this company!!!

1 comment
Kennidy
#1221940

Dear Pamela,

We never want our customers to be disappointed in our services and we regret to hear that you feel this way. Your concerns are important to us and we'll be following up with you soon to learn more.

Thank you.

Empire Today's reply to:

Empire Today - Worst experience of my life

Dear Jolene,
We are disappointed to hear about your experience and assure you that this is not the level of service that we expect for our customers. We understand that time has elapse since your posting, if you continue to have questions or concerns regarding your experience please email us at customersupport@empiretoday.com with both your concerns and account information.
Thank you.
ID
#922323 Review #922323 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Honesty of the vinly installer
Reason of review
Problem with delivery
Loss
$2000
Preferred solution
Full refund

The week of 9/29 I had an empire sales rep out to my house to provide me a quote for new floors. I explained to the sales rep that since I am not made of money I really only want to cover the original tile in the living space.

His response was Empire will only do vinyl or carpet because my house was built in 1958 the floors are not level. He showed me samples of the vinyl which I was impressed with so I contracted with Empire to come out on 9/8 to install the vinyl floors. The day before the scheduled install 9/7 they called to verify that someone over the age of 18 would be available to greet the installers and let them in. The day of the original install date of 9/8 Empire called me not to give a time but to cancel the install without saying why.

Since my house was already ripped apart and belongings put away in prep for the install I was not happy but I rescheduled the install for 9/16 with a $1000 discount off the original price. As it turns out the 9/16 date was a "fake" date and it will either happen on that day or they will reschedule again. The vinyl installer showed up and took one look around and stated I can't put vinyl over these floors because in 6 months the grout lines would be visible through the vinyl so I canceled that install and called empire back. Now I am really angry that a salesman would sell me a product I could not use.

That salesman as I understand it no longer works for Empire which is good but in the meantime I am down 3 1/2 weeks and $1000 deposit with not even a prospect for a new floor. The woman I spoke to said she would have a new sales rep call me to schedule a time to look at laminate samples...the new sales rep called over the weekend and we scheduled 9/19 @ 5:30 at my home. Well he was a no show and no phone call either. At 6:30 I sent him a text and told him not to bother I am not doing business with Empire.

Now I am waiting for my $1000 deposit back and since they withdrew the deposit from my account I have to wait 3 to 5 days for my money to be returned to my account leaving me without new floors and having to wait for my deposit before I can contact another flooring company. This company SUCKS....their sales people are highly unqualified and they just really don't care about the huge inconvenience they have cost me over the last 3 1/2 weeks as I have dismantled my entertainment center in prep for the install and my house is a disaster and has been since this process started. I am done dealing with empire and if you are a smart consumer you won't do business with them either.

The only positive out of this whole nightmare was the honesty of the vinyl installer for which I am truly appreciative.

Empire Today's reply to:

Highly dissatisfied with Empire Today

Dear Robin,
We understand that your time is valuable and we regret to hear that your installation was not completed as planned. We assure you that your concerns are important to us and we'll be following up with you shortly to discuss this matter in more detail.
Thank you.
ID
#921601 Review #921601 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Quality of the job
  • Customer service poor
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

I am highly dissatisfied with my overall experience with Empire Today.

Even with a "50% off" sale, the price far exceeded what I had expected to pay. Even the medium quality carpet is thin and the carpet backing can be seen when I brush my hand over the carpet surface. This was not like the sample I was shown.

The first time the installer came, it was at the last possible time based on the quoted time frame I was given. Not only that, but the installer was not prepared, stating that he didn't know he'd be installing onto cement and hadn't brought the correct glue. This was clearly the fault of the person who came out and gave us the quote. We were given no option at that time to reschedule our installation, just told that they would be calling us. After 5 days with no call, I received an e-mail informing me they would be back the following Saturday at Empire's convenience. When we called to verify that date and time, and express our confusion at how this was rescheduled without our knowledge we were passed around to multiple departments, all claiming they had no authority to make it right. One "manager" did promise to make our installation the "first off the truck". The quoted time frame we were given was between 8am-6pm.

At 12:30pm, an unmarked, rickety white van pulls up. Two men with no uniforms and unkempt appearances came out and showed me the Empire order form. Had my husband not been home, I wouldn't have let these people in my house.

While they installed relatively quickly, they kept to themselves and didn't provide any level of customer service that I expected from a company like Empire.

Empire Today's reply to:

Empire Today - Carpet Installation Review from Holly, Michigan

Dear Frankie,
We have read your review and are disappointed to hear that your experience with us was not a great one. We want to help, but are unable to locate your account with the information posted. Please email both your account and contact information to customersupport@empiretoday.com for further assistance.
Thank you.
ID
#914178 Review #914178 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Bad quality

Total terrible customer care, poor sales pitch. Salesman in Toledo (Doug) came across so shy-stee and fraudulent.

Late for installation, Installers couldnt speak english. (Was not even employed by Empire) So i wondered, who did i really hire?...huum. Anyways late for the job, couldnt even perform the job due to no padding. Smh....wow.

Then had the nerve to tell me they wasnt sure if they could even comr back the next day. (Had to reschedule all over again) Signed...

Very angry customer,

Frankie

Empire Today's reply to:

Empire Today - Rugs

Dear Pauline,
We are disappointed to hear that your product is not meeting your expectations. We understand that time has elapsed since your last posting. If you continue to have questions or concerns, please email customersupport@empiretoday.com with both your account and contact information.
Thank you.
ID
#912827 Review #912827 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Never use them again
Reason of review
Never use them again
Loss
$1000

It has been month and my rugs are already coming up these people are horrible don't ho what thay are doing thay are afraid to move furniture thay are slow rude Ian going to have to have to get another company to come in and fix what thay screw up better business bureo will be notfied people out there don't wast time and money with this company had over 1,000 dollars worth damage and got paper stating thay going pay me 300 dollars for damages and had to sign paper and it has been month. And still waiting for check if thay ask you to sign anything don't do it

1 comment
Anonymous
#1208815

We have read your review and have been able to locate your information. We will have someone contact you soon to discuss the matter.

Empire Today's reply to:

BUY CARPET AND INSTALLATION FROM EMPIRE TODAY, GET MULTIPLE THOUSAND COCKROACH INFESTATION FARM AS BONUS

Dear Mark,
Your concerns are important to us and we regret to hear your story. Our records show that we have spoken to you in regards to this matter and consider this addressed. For future inquiries please contact customersupport@empiretoday.com.
Thank you.
ID
#902724 Review #902724 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Bad quality
Loss
$1600

Update by user Aug 23, 2016

OK...VICTIM HERE, OR BETTER...SUCKER...YOU SEE, AS A CONTRACTOR MYSELF, I DON'T THINK I WOULD HAVE THE SOLID REPUTATION THAT WE DO, IF WE DID NOT STAND BEHIND OUR PRODUCTS...OUR WORK INSTALLED...EMPIRE ON THE OTHER HAND, SUBMITS BLATHER, MEANINGLESS BLATHER THAT GIVES THE IMPRESSION THAT THEY ACTUALLY GOT IN TOUCH WITH ME WHEN I NOTIFIED THEM OF THE PROBLEM...AND THAT THERE EXISTS AN "INVESTIGATION" INTO THIS PROBLEM....FAT CHANCE OF THAT, BUT AS THE NAME OF THIS SITE SUGGESTS....I AM PISSED, AND WILL NOW HAVE TO, ON PRINCIPLE, DELIVER MY TRUTHFUL MESSAGE FAR AND WIDE...TO ANYONE...AND EVERYONE, INCLUDING LOCAL NEWS TROUBLESHOOTERS WHO DEFEND THE LITTLE GUY WHO IS SUBJECT TO BEING DAMAGED GREATLY BY THE NATIONAL COMPANY THAT WILL PERHAPS RATHER SPEND MONEY KEEPING LAWYERS ON RETAINER THAN TO JUST MAKE THE CUSTOMER WHOLE BY DOING THE RIGHT THING...BUT THEY ARE AFRAID THAT THEY WILL HAVE TO ADMIT, IF THEY WERE TO ACTUALLY COME TO MY HOUSE ...INVESTIGATE THE AREA I AM EXPERIENCING PROPERTY DAMAGE....AND INVESTIGATE EVERY OTHER INCH OF MY HOME, WHERE FOR 31 YEARS I HAVE NOT HAD MORE THAN THE OCCASIONAL BIG *** PALMETTO / WATER BUG OCCUPY MY HOUSE OR ANY PART OF IT FOR LONGER THAN IT TOOK TO QUELL THE PROBLEM

THIS IS NOTHING REMOTELY LIKE THAT, AND IF I EVER GET MY PICTURES TO DOWNLOAD FROM MY ANDROID TELEPHONE CAMERA TO MY COMPUTER WITH MICROSOFT WINDOWS 10 SYSTEM, IT WILL BE QUITE CLEAR AS THE ENTIRE 450 SF CARPETED AREA IS SATURATED WITH THESE TINY COCKROACHES, THEIR CARNAGE, ETC. BUT EMPIRE IS AFRAID THAT THEY WILL HAVE TO ADMIT THEIR LIABILITY ...SO, LAST CHANCE EMPIRE...TOMORROW THE LAST DITCH EFFORT OF MINE WILL COMMENCE TO EITHER BE RID OF THIS INFESTATION OR BE RID OF THE CARPET WITH IT'S MASS OF INHABITANTS AND THE $ 900 I PAID FOR THIS *** OF TROUBLE...THAT'S 2.00 SF BTW FOR CARPET/PAD INSTALLED WITH NO FURNITURE TO HAVE TO DEAL WITH...CONSENSUS....EMPIRE SUCKS....

Update by user Aug 21, 2016

MY REPLIES TO THEIR RESPONSE BELOW

We have read your review and are disappointed to hear that you are experiencing this problem. We understand that we have been in contact with you regarding this matter and will continue to investigate further in attempt to reach a solution.

Thank you.

DISAPPOINTED, HUH?...YOU'D BE REAL DISAPPOINTED IF THIS WERE YOUR BEDROOM...

YOU HAVE BEEN IN CONTACT?...NO...NO YOU HAVEN'T ...I DID HAVE YOUR SALESMAN, DAN, LOOK AT CARPET EMPIRE INSTALLED MID JANUARY , NOW COVERED WITH THOUSANDS OF TINY,BABY COCKROACHES APPARENTLY FROM EGGS LAYING DORMANT WHEN EMPIRE FURNISHED & INSTALLED IT...DAN EXPERIENCED AN INABILITY TO SEE RIGHT THEN....SEEMS HE COULD NOT SEE THE MATTER...WHAT WAS THE MATTER

CONTINUE TO INVESTIGATE , HUH?..IF THAT WERE TRUE, YOUR EMPIRE WOULD HAVE SENT SOMEONE HERE WITH, HECK, ORDINARY VISION WOULD DO.....AND COMMON SENSE...TO "INVESTIGATE" THIS COMPLAINT BY NOW...BUT MS. NO ANSWERING THE PHONE IN "CUSTOMER SERVICE" SAID NO, EMPIRE WILL NOT SEND ANYONE TO LOOK AT THE PROBLEM JUST BLATHER THERE, I MUST SUPPOSE... DAY 4 UPDATE WITH ANTI EMPIRE BS 8/21/16..12:54 AM....ANOTHER DAY, BARELY MAKING A DENT, ORIGINAL OBSERVATIONS OF THE LARGE NUMBER OF PESTS OCCUPYING THIS CARPET WERE BASED ON MY FAMILIARITY WITH THIS KIND OF THING...LONG AGO, RENTING APARTMENTS IN OLDER BUILDINGS, THE ROACH POPULATIONS SEEMED ALWAYS CONSISTENT THAT THE PESTS WERE ALWAYS THERE, NOT HARD TO FIND.… THIS SITUATION BORDERS ON UNBELIEVABLE !...I DO NOT THINK THAT THE TAINTING OF THIS PRODUCT WAS DELIBERATE ON THE PART OF EMPIRE TODAY....BUT IT IS UNDENIABLY THEIR RESPONSIBILITY BECAUSE OF THE NUMBERS.....BECAUSE NO HABITATION/INFESTATION EXISTS ANYWHERE....ANYWHERE IN MY HOME..OTHER THAN THIS ROOM THAT EMPIRE INSTALLED THIS CARPET IN....THE MASTER BEDROOM......OF MY HOME THAT IS FOR SALE....THAT, IN MY OWN GOOD CONSCIENCE, I CANNOT EVEN HAVE IT REMAIN TO BE SHOWN; UNTIL THIS TRAVESTY IS CORRECTED..SO I SUBMIT THERE IS ABSOLUTELY NO MERIT IN ANYTHING THAT EMPIRE TODAY ENTERED AS COMMENT TO MY ORIGINAL POSTING....THEY DID NOT CONTACT ME FROM CUSTOMER SERVICE OR ANYONE OTHER THAN THE AUTO-CALL TO CONFIRM SALES BOY ON HIS WAY....I CONTACTED THEIR CUSTOMER SERVICE; MS. NO, WE WON'T/NO WE DON'T/THOSE ROACHES DID NOT COME WITH THEIR CARPET,...SHE KNOWS "NO" & HOW TO READ QUESTIONS FROM A SHEET...THAT'S ABOUT IT....… THEY PURPORTED THAT THEY ARE FURTHER INVESTIGATING THIS SITUATION....I SUBMIT THAT IF THEY WERE TRULY DOING SO, THE FIRST THING THAT THEY SHOULD DO IS TO COME HERE AND SEE FOR THEMSELVES...SOMETHING I ASKED FOR THEM TO DO....MS.

NO SAID NO..(FOR THEIR OWN SAKE, THEY SHOULD BE SCRAMBLING TO THE WAREHOUSE THIS CARPET AND PAD HAD BEEN STORED IN TO SEE TO IT THEY NIP IT AT THE SOURCE, LEST FOLKS LIKE MYSELF ~ PAID CUSTOMERS THAT DISCOVER THEY HAVE PAID BIG DOLLARS TO INFEST THEIR PROPERTY / DAMAGE THEIR PROPERTY~START HOLLERING AND WANTING JUSTICE)...NO ONE SHOULD HAVE TO PAY THEIR HARD EARNED MONEY TO ATTEMPT TO BETTER THEIR CONDITIONS, THEN DISCOVER THEY HAVE BEEN VICTIMIZED BY THE LARGE UNCARING CORPORATION AND ONLY HARMED THEMSELVES PUTTING THEIR FAITH AND TRUST IN THE WRONG PLACE...IN THE WRONG PEOPLE. IF THEY WERE TRULY ATTEMPTING TO RESOLVE THE PROBLEM, THEY WOULD HAVE ALREADY AT LEAST COME TO THEIR JOB SITE WHERE THE TAINTED PRODUCTS WERE INSTALLED (MY CONTENTION) AND SEE FOR THEMSELVES IF THERE IS MERIT TO THIS CLAIM....TO THIS COMPLAINT.....THAT WOULD BE THE BARE MINIMUM OF A FIRST STEP ONCE THEY HAVE BEEN GIVEN THE INFORMATION OF THE COMPLAINT.....DON'T YOU THINK?. I STAND BY MY CONTENTION THAT EMPIRE TODAY TRIES TO PORTRAY THEMSELVES AS SOMETHING OF A SERVICE PROVIDER WHO CARES ABOUT THEIR CUSTOMERS AND THEIR OWN REPUTATION.....WHEN IT IS NOT SUPPORTED BY THE FACTS OR THEIR ACTIONS.

THEY NEED TO SEE THIS CARPET BEFORE I FINALLY HAVE TO REMOVE IT .....IT WOULD BE APPROPRIATE TO INSTALL IT AT THE HOME OF THE SAD EXCUSE OF A CUSTOMER SERVICE MANAGER....THEIR BEDROOM PERHAPS, MAYBE THEIR CHILDS' BEDROOM. THERE WOULD PERHAPS BE A RAPID RESOLUTION TO THE PROBLEM THEN, I WOULD BET......THEN AGAIN....COME TO THINK OF IT, MAYBE NOT.

Original review posted by user Aug 18, 2016

JAN OR FEB 2016 PREPARING TO SELL MY HOME OF 31 YEARS AND REPLACED 10 YR. OLD CARPET IN BEDROOM THAT WAS ADDED 2006.MY HOME WAS PEST FREE DUE TO DILIGENCE IN WHOLE HOUSE TREATMENT FOR PEST EXTERMINATION/PREVENTION OVER ALL THESE YEARS.

I CONTRACTED WITH EMPIRE TO DO THE WORK INSTALLING NEW CARPET AND PAD...$ 900 FOR 450 SF....ALLEGEDLY 1/2 PRICE AND UNTIL LATE IN JULY, I HAD CONSIDERED THE JOB TO HAVE BEEN SATISFACTORILY INSTALLED, WHEN I DISCOVERED THAT THE ENTIRE AREA OF THE CARPET WAS/IS SATURATED WITH TINY AMERICAN ROACHES,( EXTERMINATOR IDENTIFIED PICTURES AS AMERICAN ROACHES AND IS CONSIDERED AN EXPERT )THESE ARE TINY, JUST HATCHED, MULTITUDES OF ROACHES IN QUANTITY LIKE I HAD NEVER PREVIOUSLY WITNESSED IN ONE ROOM/LOCATION IN MY ENTIRE 60 YEARS OF LIVING. TO MAKE THE SITUATION WORSE, I HAD PLACED THE HOUSE FOR SALE IN THE REAL ESTATE MARKET AND NOW IT'S CONSIDERABLE EXPENSE, LABOR AND DELAY TO SELL UNTIL I HAVE RECTIFIED THE PROBLEM....BLIND SALESMAN, DAN, ACTUALLY TOLD HIS SUPERVISOR HE CAN'T SEE ANYTHING, HEAD THEM OFF AT THE GET GO WOMAN AT OTHER END OF THE CUSTOMER (HA HA) SERVICE NUMBER TOLD ME THAT THOSE ROACHES DID NOT COME FROM THEIR CARPET...NEVER MIND SHE HAS SEEN NEITHER...ALL I CAN DO IS REMEDY MY NEW DILEMMA AND BLOG ANTI-EMPIRE TODAY NEWS POSTS AS SATISFACTION FOR THIS TIME CONSUMING, EXPENSIVE PROBLEM THAT I NOW HAVE THAT I NEVER HAD DURING PRIOR 31 YEAR RESIDENCY .....I WILL BE SEEKING A REPLACEMENT FLOOR COVERING BUT CARPET FROM EMPIRE WILL NOT BE AN OPTION, IN FACT I'LL NEVER WANT CARPET AGAIN, AS I HAVE NEVER EXPERIENCED ANYTHING LIKE THIS IN ANY CARPET I HAVE LIVED ON ...EVER...WORDS OF ADVICE....AT EMPIRE TODAY...THE TERM 1/2 PRICE IS WITHOUT NORMAL MEANING, I MEAN...HALF PRICE OF WHAT ?

2ND BIT OF ADVICE : FORGET EMPIRE TODAY...UNLESS PERHAPS YOU WANT TO CO-HABITATE WITH THOUSANDS OF *** ROACHES....COMPLIMENTS OF EMPIRE TODAY:

PERHAPS A RESULT OF STORING INVENTORY IN THE CHEAPEST MOST PEST INFESTED ENVIRONMENT THEY COULD FIND....

OH, BEFORE I FORGET....I HAVE HAD TO DEAL WITH THIS TYPE OF COMPANY BEFORE...YOU KNOW THE KIND, PUT ON A GOOD FRONT, WHILE IN CLOSED DOOR MEETINGS, THEIR PERSONNEL ARE INSTRUCTED TO ACT AS THOUGH THEY DON'T HAVE A CLUE (MAYBE IT'S NOT ACTING ?) WHAT YOU ARE TALKING ABOUT WHEN IT INVOLVES A COMPLAINT ABOUT THEM.....THEIR COMPANY.......I KNEW THAT TO CALL CUSTOMER SERVICE, THE SHIFT TO THEIR CONTROL OF WHAT CONVERSATION YOU MAY BE TRYING TO HAVE WITH THEM....ASK YOU A GAZILLION QUESTIONS, PROMISE THE IMMEDIATE PROSPECT OF BEING CONTACTED BY A PERSON TO FURTHER INVESTIGATE YOUR COMPLAINT WOULD BE PRETTY MUCH A WASTE OF MORE TIME....BUT I ACTUALLY WAS TOLD BY THE WOMAN ON THE LINE AT EMPIRE CUSTOMER SERVICE THAT THESE COCKROACHES DID NOT COME IN THEIR CARPET...THAT I WOULD HAVE BEEN ABLE TO SEE THEM IF SO (THIS AFTER I HAD TOLD HER THAT THE EGGS APPARENTLY WERE PRESENT IN A QUASI-DORMANT STATE TO HAVE NOT HATCHED UNTIL LATE JULY ) AS IF SHE WOULD KNOW....EXACTLY WHY I HAD JUST SCHEDULED A NEXT DAY APPOINTMENT TO ATTEMPT TO SHOW THE PROBLEM TO THE SALESMAN AND CHOOSE A REPLACEMENT PRODUCT I WOULD ACCEPTED SO AS TO KEEP FORWARD W/O LOSING MORE TIME/MORE MONEY/ TO NOT HAVE TO REMOVE THE HOUSE FROM IT'S LISTING FOR SALE & TRY TO KEEP THINGS CIVIL......BUT HERE'S A TECHNIQUE I NEVER SAW COMING: WHILE IT IS APPARENT TO ME THAT ALL ACROSS THE EXPANSE OF 20 X 20 CARPETED ROOM...EVERYWHERE A GAZE COULD BE CAST REVEALING CLUSTERS OF COCKROACHES AND VARIOUS SEED SACKS, MULE CREATURES, ETC., BUT (BLIND)DAN REPLIED....NOW GET THIS...."I DON'T SEE ANYTHING "....HUH!....WTH?....YOU GOT TO BE KIDDING ME.....! PHOTOS , ETC. WILL BE ATTACHED WITH A LATER POSTING ON THIS SPECIFIC PROBLEM........I DID NOT WANT TO HAVE A CONTENTIOUS, DRAWN OUT

SCENARIO WHEREBY I AM OUT $ 900 INITIAL COST, COST OF PROFESSIONAL GRADE BAYER PESTICIDES PRODUCT "DEFENSE", BORIC ACID, NEW VACUUM CLEANER....$300 +/-....SO, NOW EVEN MORE DOUBTFUL THAT EMPIRE TODAY WOULD DO THE RIGHT THING AND MAKE ME WHOLE; INSTEAD OPTING TO KEEP THE $ 900 THEY WERE PAID FOR THE PROPERTY DAMAGING DEFECTIVE CARPET I AM FORCED TO EXTERMINATE MYSELF TO PREVENT WHOLE HOUSE INFESTATION INSTEAD OF BEING ABLE TO RETURN TO MY NEW HOME IN FLORIDA TO CONTINUE WITH MY ONGOING WORK BEING DONE THERE...WHEREBY I AM OUT $ 900 INITIAL COST, COST OF PROFESSIONAL GRADE BAYER PESTICIDES PRODUCT "DEFENSE", BORIC ACID, NEW VACUUM CLEANER....$300 +/-....SO, NOW EVEN MORE DOUBTFUL THAT EMPIRE TODAY WOULD DO THE RIGHT THING AND MAKE ME WHOLE; INSTEAD OPTING TO KEEP THE $ 900 THEY WERE PAID FOR THE PROPERTY DAMAGING DEFECTIVE CARPET I AM FORCED TO EXTERMINATE MYSELF TO PREVENT WHOLE HOUSE INFESTATION INSTEAD OF BEING ABLE TO RETURN TO MY NEW HOME IN FLORIDA TO CONTINUE WITH MY ONGOING WORK BEING DONE THERE...THANKS EMPIRE TODAY...YOU COULD NOT HAVE SCREWED ME MUCH WORSE, YET THIS OUTCOME MIGHT HAVE ME EATING THOSE WORDS…..

MARK MOTLEY…...DECATUR, GA 30030

4 comments
Nkosi
#1201395

1:57 AM 82016...SATURDAY...JUST FINISHED ALL I'M GOING TO DO FOR THIS NIGHT....EMPIRE TODAY...YES TODAY, SHOULD SEND SOMEONE TO SEE (INVESTIGATE FURTHER) THIS STATE OF INFESTATION IN THE CARPET THEY SOLD AND INSTALLED HERE BEFORE I LEAVE FOR FLORIDA LATER THIS AFTERNOON..EVEN AFTER MY EFFORTS, IT IS QUITE OBVIOUS THE EXTENT OF PEST OCCUPATION, AND I CAN TELL THEM AT THAT TIME WHAT WILL SOLVE THIS PROBLEM. (SOLUTION).

THAT DELEGATE SHOULD POSSESS REASONABLE VISION AND COMMON SENSE....CALL ME FIRST....404-281-9230

Nkosi
#1201310

HAVE TO ADD TODAY'S (8/19/16) EVENTS, WHILE THEY ARE FRESH...

I HAD A VOICE MSG, AT 9:40 AM TO CALL CHARLENE @EMPIRE, RETURNED THE CALL, LEFT MESSAGE @11AM...DID NOT CALL ME OR EMAIL ME(GAVE INFO TO BE ABLE TO DO EITHER/SHE DID NEITHER...AS OF 7:00 PM,FRIDAY..I NEVER DID RECEIVE HER CALL, NOR EMAIL

LATER, I DID RECEIVE A CALL FROM SOMEONE WHO SAID SHE WAS CALLING FROM EMPIRE, FOLLOWING UP ON THE SALES APPOINTMENT (WHEREBY I MET BLIND DAN) ON WEDNESDAY, ASKING HOW IT WENT, ETC....I ASKED HER IF SHE WAS NOT AWARE AS TO THE POSITION EMPIRE TOOK ON MY REQUEST FOR REPLACEMENT OF THE DEFECTIVE,PEST INFESTED CARPET WITH ANOTHER PRODUCT AND HOW THE SALESMAN WAS AFFLICTED WITH THE BLINDNESS RIGHT THERE IN MY HOME? SHE SAID SHE WAS NOT AWARE AND STARTED TAKING NOTES AS I WENT THROUGH THE EVENTS OF THAT VISIT, APOLOGIZING FOR ANY TERSE WORDS, THAT THEY WERE NOT DIRECTED AT HER, BUT THAT I WAS SURPRISED THAT SHE DID NOT HAVE THAT INFO...

I BELIEVE SHE MIGHT BE THE FIRST PERSON EMPLOYED BY EMPIRE TELLS THE TRUTH THAT I HAVE SPOKEN WITH...........

THURSDAY & TODAY, I VACUUMED BEDROOM AND ENTIRE HOUSE ONCE TODAY AFTER CHECKING OUTSIDE OF BEDROOM WITH CARPET FOR ANY ESCAPEES. MOSTLY CONFINED TO CARPETED MASTER BEDROOM SO FAR.

I HAVE TREATED TWICE MORE WITH THE BORIC ACID AROUND PERIMETER AND ACROSS "FIELD" IN BETWEEN, ALSO USED SPECTRACIDE "BUG STOP"....ONCE ON THURSDAY....VACUUMED TWICE WEDNESDAY REMOVING MOSTLY CARNAGE/SOME LIVE BABY COCKROACHES...THICK CARPET DOES NOT ALLOW TOTAL CONTENTS REMOVAL../ YESTERDAY TREATED ONCE WITH SPECTRACIDE,PERIMETER & FIELD & TREATED USING BORIC ACID AS WELL.....RESUMED VACUUM PROCESS THIS AFTERNOON; BURNED UP THE NEW HOOVER VACUUM THIS MORNING AFTER JUST A COUPLE OF HOURS, REINSTATED USE OF OLDER HOOVER THAT THANKFULLY STILL WORKS....

MEANWHILE, SHOWING THE HOUSE STILL ON HOLD, HOPE CAN RESUME AFTER TOMORROW MORNING INSPECTION BEFORE LEAVING TO HEAD BACK TO MY HOUSE IN FLORIDA.

Kennidy
#1200714

Dear Mark,

We have read your review and are disappointed to hear that you are experiencing this problem. We understand that we have been in contact with you regarding this matter and will continue to investigate further in attempt to reach a solution.

Thank you.

Nkosi
#1201240
@Kennidy

THE BELOW I ATTEMPTED TO POST AS REPLY TO THIS COMMENT LAST NIGHT (8/18/16)THAT VERSION WAS MUCH LONGER, PERHAPS EVEN A BIT CONVOLUTED BUT I NEED TO GO ON RECORD WITH THIS, SO:

FOR THE RECORD , I CALLED THEM....ASKING FOR A CUSTOMER SERVICE REPRESENTATIVE WITH AT LEAST AVERAGE EYESIGHT TO COME SEE THEIR PRODUCT.....TO EXAMINE IT. THEN EXAMINE THE REST OF MY MOSTLY EMPTY OF FURNITURE HOME...APPLY THEIR VISION IN BOTH, ALL PLACES...SEE IF THEY COME TO SOME OTHER CONCLUSIVE SCENARIO OTHER THAN MY OBSERVED INFESTATION CONFINED EXCLUSIVELY TO THIS CARPET FURNISHED AND INSTALLED BY EMPIRE.

I CALLED AGAIN TODAY (YESTERDAY) AND SPOKE WITH MS.

KNOW EVERYTHING HANGUP, ASKED AGAIN IF THEY WOULD SEND A CUSTOMER SERVICE REP.

TO SEE THIS SCENARIO FOR THEMSELF EVEN THOUGH I'VE SPENT MULTITUDES OF HOURS AND DAYS OF LABOR EXTERMINATING / VACUUMING AND ONLY DENTED THIS POPULATION THAT BLIND DAN CANNOT/COULD NOT SEE.

SHE SAID NO...THEN INSTRUCTED ME TO GET AN EXTERMINATION COMPANY OUT.....I ASKED IF THAT WOULD BE DONE AT EMPIRE'S EXPENSE.....NO, SHE SAID!!

SO THEIR COMMENT HERE WITH IT'S BLATANT LIES IS JUST MORE ATTEMPT TO "PUT ON THE APPEARANCE OF PRO-ACTIVE CUSTOMER CARE".....

SORRY, I SEE IT FOR WHAT IT IS......MORE ***, MISLEADING, COVER THEIR *** WITH INVISIBLE BS...

View more comments (3)
Empire Today's reply to:

Empire Today - BEWARE! Faulty Installation and terrible customer service

Dear Lisa,
We were saddened to read your post. We noticed that time has passed since your last posting. If you continue to have unanswered questions or concerns, please contact customersupport@empiretoday.com.
Thank you.
ID
#899973 Review #899973 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Canceled appt 3 times at the last minute
Reason of review
Faulty Installation & terrible customer service
Loss
$1500
Preferred solution
Full refund

Purchased from Santa Fe Springs location - After my new berber style carpet starting coming apart, I called customer service for repair. They scheduled my appointment for a Saturday between 9-12 and then I was called at 8:30 am on that Saturday that they had to cancel but rescheduled for the following Saturday.

The following Saturday, I received a call at 8:15 a.m. that again they had to cancel but for sure they would do it on the next Saturday between 9-11 and give me a call one hour before arriving. I called at 9:30 am on that 3rd Saturday to find out the status and they said I was still on the schedule and should receive a call one hour before. At 11:20, I called again and I was told that they will be there 12 -2 which is far off of the 9-11 window I was given.

I told the rep that I needed an answer right away about where they were so I could plan my day. She could not give me an answer.

I have lost total faith that they will ever come out. They advertise good customer service but believe me, it is FAR FROM GOOD !

1 comment
Kennidy
#1199364

Dear Lissa,

We are sorry to hear that your experience was not a positive. We want to help and will be in contact with you soon to discuss your concerns in more detail.

Thank you.

-ET Customer Support

Empire Today's reply to:

Empire Today - The worst and most un ethical company there is (crucket empire)

Dear Manfred,
We regret to know that your experience was not a positive one. We understand that your order was cancelled per your request. For future inquiries, please contact customersupport@empiretoday.com.
Thank you.
ID
#898588 Review #898588 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Poor customer service

I had an empire sales rep at a house i am trying to sell. After he acted like he knew what he was doing he used his I pad and gave me a price of 6,500.00 for the cheapast carpet he showed me and for only 1100 sqft.

I asked him about the special they run on TV and he said that this just expired yesterday. At that time i knew i had a lier infront of me. i told him to leave and walked him out. All of a sudden he said how would 2,500.00 sound.

He dropped 4000.00 within a few feet of walking. We then went through his i pad and when it came to payment he asked if i want ti finance which i said no and that i pay cash. He then asked if i want to pay in full immediatly, or make a downpayment or pay at the day of installation. Now since he lied to me that much and dropped the price by 4k i told him i dont trust them and that i pay once the carpet is installed and i am satified as it should be.( or at least thats how it used to be when we still had honest companies)He was fine with this and we signed the agreement.

The day before the install i get a call to verify the install by being told i owe immediatly 2.5 k upfront before they come. I told the very rude woman (not Lady) that i wont. The sales rep called me you know the lieing one and told me that this is company policy. i did remind him about our agreement and he basically was mumbling that i give the installer a check before they start but some with a certificate that i must be satisfied.

(oh yessssss) been there done that. they walk with the money and they never come back. (but as we all know we do have the right to sue and hire one of those ambulance chasers) Never ever do i trust a service company and pay for a service upfront.

What has come of this world all we have to deal with is cheats liers and cherks. Well no surprize it does start in Washington.  IF YOU REALLY WANT GOOD SERVICE DO NOT USE THESE PEOPLE

2 comments
Anonymous
#1197809

Thank you for your comment. I need a company I can trust. This one is obviously not it.

Kennidy
#1197643

Dear Customer,

We sense your frustration and regret to hear that your experience has not been a positive one. We want to help make things right, but unfortunately are unable to locate your account and contact information.

Please email us at customersupport@empire-today.com so we can start working towards a solution.

Thank you.

-ET Customer Support.

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

Empire Today - Carpet not in stock

Dear John,
We are disappointed to hear that your installation was delayed due to the product not being in stock. We understand your frustration and assure you that we will do our best to help resolve this matter. Unfortunately, we are unable to locate your account information. Please email us at customersupport@empire-today.com with your account and contact information so we can follow up with you.
Thank you.
ID
#898110 Review #898110 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Broken promise
  • Lack of resolution
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

I had contracted with empire to install carpet in my house. Fast forward to today.

Empire called me this morning, day of install to say sorry we don't have your carpet in stock. So nobody looked the day before to figure out if you have stock for the next day. Then it took all day to get in touch with a manager, just for her to say "so what do you want to do".

I want to cancel my order and will NEVER think about using empire or will not recommend them to anyone I know. Thanks empire for wasting my time.

1 comment
Kennidy
#1197305

Dear Customer,

We are disappointed to hear that your installation was delayed due to the product not being in stock. We understand your frustration and assure you that we will do our best to help resolve this matter.

Unfortunately, we are unable to locate your account information.

Please email us at customersupport@empire-today.com with your account and contact information so we can follow up with you.

Thank you

-ET Customer Support

Empire Today's reply to:

Empire Today - Unethical practises

Dear Sheila,
We regret to hear that your experience working with us was not a great one. Please contact our Human Resources department with your concerns at 800-588-2300.
Thank you.
ID
#896732 Review #896732 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Broken promise
Reason of review
Problems with payment
Loss
$900
Preferred solution
pay me for all my sales including the promised money on the cancelled sales due to no installation because of their issues

To Empire Today buyers or future employees:

My name is Sheila and I am a former employee of Empire Today. I want to warn anyone who is thinking of doing any kind of business with Empire Today. As a customer I want to explain their process. First, when a Sales Rep comes and visits your home…hold out on the price because they are going to show you two prices…if you hold out they are required to call their sales manager, Keith Watrob at 773-***-**** and if you don’t agree to that price they are to call the area sales manager Andrew Staraniec at 412-***-**** and is you still hold out they are to call Ron Godsill at 860-***-**** who will give you the rock bottom pricing. You will then set up an installation date, which according to their advertisement will be next day. They can not do a next day install because they only get trucks on Tuesday, Thursday and Saturday. Besides that, they were running at least 2 weeks out when I was working for them, we were to say it was because we were so busy to increase urgency, but the truth was we didn’t have enough installation teams. With that being said, always plan on your installation date to be changed (sometimes without any notice) even if they confirm it two days prior, because of the need for installers. If you decide to cancel, your deposit may take 4 weeks to be returned, but if you decide to continue with your purchase make sure you demand a price reduction and again call the numbers about to get the best reduction possible, do not rely on customer service because they do not return calls.

As a future employee, here are my warnings: Training is adequate and you receive $300.00 for 4 weeks. Make sure you hold on to all of that money because when you start selling you will need all of it for gas, because it usually take 4-6 weeks before you start receiving any money from your sales. Then you only get dribbles coming in because they pick and choose what they want to pay you on. I still have not been paid on my first couple sales and it has been since April. I had quite a few installation cancelations that they promised to pay me on because it was not my fault and I have yet to see any of that money either to the tone of around $900.00. Another issue is scheduling, Keith who does the scheduling does not listen to when you will accept appointments if you say you will not accept a 9:00 am or a 7pm appointment you will still be scheduled for them because he has to show where he has scheduled them to corporate. Then when you call to correct the issue he is supposed to reschedule to another rep or with the customer, but I would receive calls from customer service asking why I didn’t go, making me look like I wasn’t doing my job. Also they schedule every two hours, which most of the time can work, but not when you are measuring a whole house, or when one appointment is in Columbus and the next in Dayton. They stress don’t be late to an appointment but it is just about impossible to be on time when you measure, show the product, price then have to call several managers, who don’t answer their phones, and don’t return your calls. So you may spent an hour trying to reach a manager who has to okay your departure so you can get a resolution code to see where you are to go to your next appointment. If you like 13-14 hour days this might be the job for you, I would leave the house at 8:00 am and not get home until 10:00 pm then have to spend another hour faxing in my sales that had to be in by midnight. Now some of those days I would only have 3 or 4 appointments so you have to find something to do during the down time. Another responsibility of the sales manager is to confirm your appointments, but Keith never does that so you may get to a home where they aren’t at home so when you call Keith he has to call the customer, and then allow you to leave or may tell you that the customer will be there is an hour, which automatically puts you behind on your next appointment. I didn’t accept this job to be made to look bad nor did I have an unlimited bank account to run these appointments to not be paid in a timely manner or at all on some of my sales.

Empire Today's reply to:

Empire Today - Most Awful Costumer Service I Have Ever Seen In My Life

Dear Customer,
We understand your frustration at the issues that occurred throughout your experience. We never want our customers to be disappointed in our services, and we would like to know more about your experience. Unfortunately, we cannot locate your account with the information posted here. Please message us at customersupport@empiretoday.com with your account information, so that we can follow up with you.
Thank you.
ID
#891685 Review #891685 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Poor customer service

Although Empire Today has great deals for carpeting and flooring their costumer service was absolutely horrendous. They called Friday to confirm our carpeting installation and said that they would call Saturday between 7am and 9am to tell us when they would install the carpet.

9:30 passed by and I was very confused why they didn't call. So we called costumer service and were on hold for a half hour, only to find out that they didn't have the carpet. They said that they would call back to find out more but another 2 hours went by and there was still no call. I called customer service again another person answered and said that he could reschedule our installation but no one knew if they even had the carpet.

At this point I was so angry and frustrated, I tried calling our sales consultant but he wouldn't answer so I drove to the place.

Long story short I 100% wouldn't go to this place, I would stick to locally owned businesses that actually give respect to their customers.

Empire Today's reply to:

Empire Today - UPSET

Dear Customer,
Thanks for making us aware of this matter. We want to make this right for you. Please send us your account information to customersupport@empiretoday.com, and we’ll make sure to look into this matter right away.
Thank you.
ID
#891178 Review #891178 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Misleading sales
Reason of review
Poor customer service

We are military. Scheduled an appointment online.

Salesman came out and my husband wasn't home. He wouldn't measure anything nor would he quote any prices. Said "can't do it if the other person isn't here..he stated that I had to purchase the carpet that day and they install the next. I ended up calling and speaking to a customer service rep who was to have a manager call us but of course it never happened.

Found out that this wasn't true. They even had the nerve to call us this morning about rescheduling an appointment with them. I hung up.

I will go with Luna or another company.