Empire Today's reply to:

Empire Today - Horrible

Dear David,

Our mission is to make beautiful new floors easy for all of our customers. With over three million satisfied customers, we’ve achieved our vision to become America’s first choice for installed flooring.

We regret to hear that your experience with us, was not what you expected. We take your concerns seriously, and will be in touch with you shortly to discuss your concerns.

Thank you,
-ET Customer Support
ID
#1761181 Review #1761181 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Warranty issue
Loss
$2300
Preferred solution
Full refund

Update by user Feb 14

This issue hasn't been resolved yet, who marked this resolved?

Original review posted by user Jan 14

Bad installation, lousy customer service, and they avoid your complaints. Company does not honor installation guarantee..

Empire Today's reply to:

Empire Today - Beware the Padding Swap Scam

Dear Prudence,

Customer satisfaction is our number one priority. We put our customers first and work with a sense of urgency to address their concerns from start to finish.

We regret to hear your concerns, and assure you that this is not the experience that we wish for our customers. We’ll be following up with you shortly to discuss a resolution.

Thank you,
-ET Customer Support
ID
#1536324 Review #1536324 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Installed wrong item, poor customer service
Loss
$1400

If you order anything other than the cheap/basic/economy padding, the installers won't put it in. Instead, they put in the cheap padding.

I didn't pay attention when they installed, but had to cut back some carpet to install flooring and noted that the padding put it was NOT what I had ordered -- I had the premium spill-proof/pet-proof padding. Then the resolution is that they'll replace the padding, but YOU need to move everything out of the room for the installers to replace... or give you $100-150 refund on the "difference in price" for the padding. Which is BS.

I warned my friend about it (whom I had referred to Empire unaware I had been ripped off) and they were doing the SAME THING, except he caught it the day of the install. But the installers were like, "well, this is what the warehouse gave us. We can either install it today or reschedule." My friend was moving in in two days and needed the carpet, so he caved and let them install the crap padding and would then work out something with Corporate. THIS IS A SCAM.

Do not buy from Empire unless you only buy the cheap stuff. And stay strong with your conviction of them wronging you. They try to frustrate you until you just give up (like Comcast). Take to the review pages.

Take it to their Facebook page, bbb.org.

Keep up the good fight. Spread the word about this company!

Empire Today's reply to:

Empire Today - Empire Carpet: Poor Installation Service

Dear Bill,
Our mission is to make beautiful new floors easy for all of our customers. We put our customers first and act with a sense of urgency to address their concerns from start to finish.
We regret to hear about the miscommunication that you received, and assure you that we take your concerns seriously. We’ll be following up with you shortly to discuss your experience and start working on a solution.
Thank you,
-ET Customer Support.
ID
#1517594 Review #1517594 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Installation
Reason of review
Poor customer service
Loss
$1000
Preferred solution
refund part of my price

Empire Carpet installation is not a good experience.

The Empire Carpet salesman assured us that as long as all furniture drawers were empty, the installers would disassemble and more the furniture as needed, all part of the price.

As it turned out, Empire Carpet installation personnel will disassemble and more furniture.

Empire Carpet installation personnel WILL NOT re-assemble and return the furniture to its original place.

After 2 repeat calls to Empire Carpet installation hotline, who re-scheduled 2 new appointments to reassemble and move the furniture back to their original places, Noone Showed Up.

This very important insight will be most useful to the elderly and handicapped.

Keep this in mind if Empire Carpet personnel tell you moving and returning furniture to its original place is part of the cost. My experience shows this is simply not true.

Empire Today's reply to:

Empire Today - Ongoing issues with poor installation

Dear Thomas,
We’re committed to consistently providing our customers with the best quality service nationwide. From pre to post installation we work with our customers to ensure their satisfaction.

We regret to hear that your carpet is not meeting your expectations, and assure you that we take your concerns seriously. We’ve located your order, and we’ll be in touch with you shortly to continue working on a resolution.
Thank you,
-ET Customer Support
ID
#1413074 Review #1413074 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Work Experience or Job Application
Preferred solution
Let the company propose a solution

We had a berber carpet installed throughout our entire downstairs a little over a year ago. Immediately following the installation, I noticed a section in the hall that looked as though the padding was missing. I also noticed that the carpet looked loose in a few different areas. I called Empire's customer service to get the matter fixed. They sent someone out and we were told that the padding folded over when installing the carpet, and that they reinstalled the missing padding.

A few months later, the loose sections of the carpet started to show signs of buckling and I called Empire again. Again, they sent someone out who had to restretch the carpet in one area of the room. In doing so, they also noticed that the original tack strips were not properly installed, and had to repair the tack strips.

After another couple of months I noticed the carpet showing signs of buckling in other parts of the room and also another section that looked like the padding had flattened out. I called and Empire then sent an inspector to my home. The inspector took pics and confirmed that the carpet was poorly installed. I called again after there was no follow up and was told that I needed to provide more specific information about the needed repairs. I noted that I thought that was the purpose of sending an inspector; to get specific information about the needed repairs. We eventually agreed to another date when someone would come to fix the carpet. I took a day off from work only to have no one show up. They did call later in the afternoon to let me know they would have to reschedule.

Long story short, the carpet was poorly installed from the very beginning and has been causing ongoing issues since. Although Empire seems willing to continue to return to "fix" the problem, the problem is ongoing and continues to cause me to take time off from work and be inconvenienced. At some point, they tried to blame it on the fact that it is a berber carpet (which was recommended by their salesperson), when, in fact, it was and continues to be the result of a very poor installation process. I continue to signs of buckling and still have no end to the fixes in sight.

Empire Today's reply to:

Empire Today - Horrible!

Dear Susan,

At Empire Today our mission is to “Make beautiful new floors easy,” for our nationwide customers. At the core of this mission are the values of customers first; golden rule; teamwork; integrity; and results that the Empire Today brand commands.

We sincerely regret to hear that your experience has not met your expectations, and assure you that we’re currently working on this matter. We’ll continue to follow up until your concerns are fully addressed.

Thank you,
-ET Customer Support
ID
#1340919 Review #1340919 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Bad quality

For past week I have reached out to customer service! I would like to speak to a Vice President of this company!!

So very pissed told them I do t want those guys back out they left in such a hurry they didnt even help to put the furniture back in place.

And still know one has come to do the carpet. I called and they said was they would credit us back $200 for them not moving the furniture back yes but what about my wasted time off work man these people are freaking stupid.

Empire Today's reply to:

Empire Today - Overall negative

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 your feedback, and we’ll be reviewing your concerns.

Thank you,
-ET Customer Support
ID
#1295473 Review #1295473 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Order processing issue

Had carpet installed prior to listing our house for sale. The installers did not meet the original appointment time and when they showed up they didn’t have the proper materials and had to reschedule.

During the install furniture was damaged but no one took responsibility although the contractor offered to pay for the repair. They did not vacuum, there were staples left every where and left garbage all over our yard. We had to hire someone to come back and do a second cleaning before we could list the house.

No one from empire ever followed up to see how things went. I am now ready to replace the floors in our new house but don’t am very hesitant of getting a quote from them again.

Empire Today's reply to:

Empire Today - Disappointing Experience

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. If you continue to have questions and/or concerns please contact us at customersupport@empire-today.com.

Thank you,
-ET Customer Support
ID
#1290728 Review #1290728 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Unable to reschedule
  • Extremely unprofessional
  • Ineffective customer service
Reason of review
Poor customer service, problem with delivery
Loss
$500
Preferred solution
Let the company propose a solution

Had to take the day off of work yesterday for our appointment with empire to carpet our bedroom, waited all day for them to come. First they tried to cancel because they had overbooked, but then they offered to do the appointment if we were able to stay all night for them to complete the job.

They finally showed up after 5pm and then promptly left, because they had not already cut the carpet with our measurements, refused to do it in our large finished basement, and it had rained earlier in the day so they could not do it outside. They gave us the number to their home office to reschedule, but they were already closed for the day. Called customer service and they had absolutely no ability to help. All they were able to do is attempt to reschedule for a few weeks away.

We have had to delay finishing our hardwood floors now for days until this gets figured out. This whole experience has been completely off putting and unprofessional.

Empire Today's reply to:

Empire Today - Empire Carpet runner nightmare

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.
ID
#1272358 Review #1272358 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Horrible customer service
Reason of review
Poor customer service
Loss
$1080

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.

Empire Today's reply to:

Empire Today - Would never use Empire again or recommend to anyone

Dear Danny,

We strive to leave a positive impression from start to finish for all of our customers. Putting customers first is one of the key values, which helps us achieve our mission of making beautiful new floors easy.



We regret to hear that you were not satisfied with your carpet installation. We’ve located your order, and we’ll be further reviewing your concerns.

Thank you for your patience.

-ET Customer Support
ID
#1259235 Review #1259235 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Bad quality

The quote was never written correctly from the first visit. Very unprofessional installation workers.

The manager of the Orlando market Joe never followed though and would not call back.

Joe offered a small refund for all the trouble but I never seen any refund. The installation to this day is not good quality and my carpet is not level due to poor installation.

Customer service just gives people the run around. Empire in Orlando is very unprofessional!

Would never recommend to anyone.

Empire Today Products and Services Reviews

Empire Today's reply to:

Empire Today - Horrible

Dear Marc,

Our mission is to make beautiful new floors easy for our customers, by striving to resolve all concerns from pre to post installation.

We regret to hear about your experience, and understand that we’ve spoken to you in regards to your concerns. If you continue to have questions and/or concerns please contact us at customersupport@empire-today.com.

Thank you.

-ET Customer Support
ID
#1245073 Review #1245073 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Saleman and installer were very nice
Cons
  • Managers and resolution
  • Lack monetary compensation
  • Never showed up to install and never called
Reason of review
Overall
Loss
$2000
Preferred solution
Let the company propose a solution

On April 2, 2018 I met with a salesman of Empire Today to select carpet. He was pleasant, professional and helpful.

Due to a busy install schedule the carpet could not be installed until April 13th. I agreed to the date and 1130 install time. I had to take the day off work for the install and it was important for them to be punctual. The scheduler called me at 10:30am and stated that they were on the way. At 11:30 I called and again, I was told they were on the way. I waited all day and did not receive a call until 330 from an installer that claimed he was at my house when in fact he was not! I continued to attempt to contact a manager and did not receive a call until 530pm. The manager identified himself as Chris Miori. Despite being a manager Chris was unable to provide me a reason why they were a no call no show. He was unable to provide me any information at all.

Chris claimed he was only able to offer me a $86 dollar credit. I was shocked after taking a day off work and a no call no show that $86 was his offer of resolution. After all Chris is the General Manager, he should be able to do more and must have some idea of what happened, but apparently not. I declined use Empire Today and told him we could cancel the contract. I told him I would go to RC Willey or another reputable company in the area. I told him I did not want to continue doing business with them and canceled the order.

The following day I received a call the following day from another manager. He was apologetic and stated that he could have an installer there on April 19th. An installer would be there between 300pm and 500pm. He explained that Chris was aware of this and was hopeful to retain the business. In addition I was told they would also give me an area rug, and an additional $50 off. Specifically the rug would be a piece of carpet that could be used as a rug but due to the company not having a binding machine it would not be binded. I agreed to give the company another try.

On April 19th I waited for the arrival and once again no one showed up at 300pm as Chris and the other manger promised. It was not until 800pm that the installer showed up after a plethora of calls to Chris. Once again Chris despite being the manager had no explanation of why they did not show up. The installer who clearly was unaware of all the issues began his work and was very polite. A few minutes into the job he alerted me that he was not provided enough material for the job and would have to come back another day, but he would finish what he could with the material he had. At 930pm I told him that my family needed to go to sleep. I attempted to call Chris but he did not answer. The following day Chris informed me that he was asleep when I had called. I was shocked by his response of sleeping when his customer and his installer were still dealing with the job.

The following day Chris explained that they needed to send the installer with more material. He was scheduled a third time for Saturday April 21st.

Throughout the process I spoke with a manager located in Chicago by the name of Angelica. She attempted to bridge the lines of communication and I was told since she was from corporate that she had more authority to help rectify the situation. I felt this was ridiculous for many reasons, she was in Chicago thus a time zone challenge, and second, Chris was a local General Manager of the area. Additionally the communication between the Chicago corporate office and local office was inaccurate, they were not communicating. This was evident after Angelica was able to provide me with an additional $50 discount, for a total discount of $130, when I was presented with the bill from the installer he was on the phone for 20 minutes because the discount was not reflected on the account.

It took four weeks to complete the job. One no call or show from an installer, and two additional trip to complete installation. Two days of work that I took off for installation and countless calls between local and corporate management. The rug they promised was a piece of uneven, odd shaped scrap that was left over from the my job, this piece would have been discarded after the job.

Upper management is clearly insulated by lower sub-par supervisors. When problems arise lower supervisors are neither empowered nor savvy enough to authorize compensation or solve the problems. Amazingly Chris the local General manger failed to even follow up or come in person to check the work that was performed after all the problems.

The company touts affiliations of reputable business agencies and services but in no way shape or form shares the levels of commitment and service. My hope in taking the time to share my experience is to prevent others becoming victims of Empire Today. I would sooner walk on a dirt floor before using Empire Today for any flooring needs.

Empire Today's reply to:

Empire Today - Excellent job

Dear Customer,

We’re thrilled to hear that your concerns were addressed in a timely manner, and are glad to know that we made beautiful new floors easy for you! We hope to work with you on future projects.

Thank you for sharing!

-ET Customer Support
ID
#1200181 Review #1200181 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Good customer service

Monday and Tuesday my floors were replaced. By the time of completion I still had no word about Wednesday which the carpet was to be done. The floor person then upon my telling him my concern. He called at 2pm and found out we weren’t on the schedule. So we were told that someone would be there in the am.

I called in the am to two different departments to let them know I had an appointment at 10 am and was going to be gone left my number and asked to please call me.

The driver came at 10:30 am and had to come back as I was gone. I did get an automated voice mail at 10:20. He came back at 12:pm and was so pleasant and accommodating. Which by this time I was disappointed that no one called me back. But Bruno turned my disappointment into joy.

His experience was appreciated. My carpet looks great and I’m very happy.

Empire Today's reply to:

Empire Today - Absolutely terrible

Dear Kat,
We view every customer purchase as an ongoing relationship, and we strive to achieve customer satisfaction every step of the way.

We thank you for bringing this matter to our attention, and sincerely regret to hear that this was your experience. We’ll be in touch with you shortly to learn more.

Thank you for your patience.
-ET Customer Support
ID
#1130436 Review #1130436 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Order processing issue
Preferred solution
Let the company propose a solution

I recently had carpet installed at my home by empire. this was one of the worst experiences of my life.

first of all, they showed up with the wrong color of carpet different from the one I ordered. they insisted that that's the one I ordered.. secondly they took much longer than promised for the actual process. they did not tidy up at all and left the whole house in a mess.

the installers were surly and obnoxious.

based on my experience, I would advise any one contemplating carpet installation by this company to run far far away. ..

Empire Today's reply to:

Empire Today - Very disappointed

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 about the delay in your installation, and regret to hear that you’ve decided to cancel your order. This is not the experience we wish for our customers, and we’ll be further investigating your concerns.
Thank you.
-ET Customer Support
ID
#1121808 Review #1121808 is a subjective opinion of poster.
Service
Empire Today Carpet Installation

We met with Dinah to review samples and schedule our installation. Due to the challenges with the layout in our home we scheduled the installation over 2 days and included the installers to move the furniture.

I spoke with an Empire represenative 2 days before the install to confirm the plan. On the first day off the install we had prepared 2 bedrooms with only bed frames and matresses to be moved out. The installers arrived and I showed them the areas to do that day. They told me that they were only there for one day and that because the third bedroom was not ready they would not be doing the work.

I suggested they do the first bedroom and when working on the second room and stairs we would shift the furniture over so the last room would be available to carpet. Neither worker spoke very good English and refused to talk with me about completing the work. I had a call from Empire who explained that this was only to be a one day job, that Dinah was incorrect to schedule it as she had and that we'd need to reschedule. She also was unwilling to work with me.

The workers proceeded to leave the job.

Not only had this been a horrible experience but I'm out 2 days of work, I don't have my new carpets and my life has been unnecessarily disrupted by tearing apart my rooms. I've cancelled my order and will purchse my flooring elsewhere.

Empire Today's reply to:

Empire Today - Terrible service......twice

Dear Jason,
Our customers are our number one priority, and we strive to provide a positive experience from start to finish. We’re committed to upholding our reputation and achieve our vision to become America’s first and best choice for installed flooring.

We appreciate you making us aware of this matter, and regret to hear that you feel this way. We’ll be following up with you soon to discuss your concerns and continue working towards a solution.
Thank you for your patience.
-ET Customer Support
ID
#1085729 Review #1085729 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Poor customer service
Loss
$400
Preferred solution
Full refund

The purpose of this correspondence is to express my disgust and disappointment with Empire. For a company that has extensive advertisements on television and stands firm by their mission to please customers, they have really shown me what customer service should never be.

My first disastrous experience with Empire was on 7/8/2015 order #W216564 (Owings Mills, MD). After shopping around and getting quotes from different companies to install carpet in my house I just purchased, I made a conscious decision to go with Empire because of the representation of the company over the phone, and in person when the representative came out to give me an estimate. The initial meeting went great and I was given a date for installation. The installers, contractors that Empire uses and goes with the lowest bidder, came out and had to take cable wiring off of various parts of my wall throughout my house.

After the carpet was installed, the gentleman informed me he was finished and asked me to sign some documents. Prior to signing the documents, I informed him I wanted to see the work that was done. As I checked out each of the rooms, I noticed that the wiring, that was removed by Empire, was still hanging. I asked the gentleman if he was going to finish the work by placing the wires back where he found them, and he informed me that he would not.

I could not understand his resistance, for he was the one that removed these wires. I asked him again to please put all the wiring back as he found it and he again said he wasnt doing it. At this point I became upset and told him to get out of my house. I called Empire and informed them of this unprofessional behavior by a contractor they hired and told them that my install was not complete.

Of course, they apologized for this experience and tried to send the installer back continuing to apologize. After that experience, I vowed I would not utilize Empire again. Although I had a tumultuous experience the first time, I decided to give Empire another chance. I again shopped around for quotes on replacing my kitchen floors and because of the promises from the salesperson, I put my faith in Empire, unfortunately, again (order #1-2752310805).

The salesperson took measurements and gave me a price and date for installation after receiving my 10% down payment. The day of the installation, I took off from work (losing money for the day), disconnected my gas stove, and disconnected my refrigerator placing the food items in a couple of coolers prior to the installers arrival. The installers arrived and were professional upon greeting me. Within a few minutes of their arrival, I noticed them looking at the floor and discussing something in Spanish.

Shortly after I was informed that they were not going to be able to perform the installation because of an issue they observed, within minutes, with my sub-floor. Of course, this issue was going to cost me a significant amount of extra money. The installers stated that this was something the salesperson should have noticed and factored in with the estimate. I lost money for the day, had to reconnect my refrigerator, and lost various food items all for nothing.

As a consumer I just thought you should know that I have never experienced such an unprofessional inconsistent company in my life. Your attention to detail is horrible and all your company seems to care about is completing a sale. The sales personnel only cares about getting that commitment and could care less about the ending result.

I was the fool for giving your company a second chance and I will inform everybody within my sub-division about my experience. This is a terrible representation of your company and your company as a whole should be ashamed.

Resolved
Empire Today's reply to:

Resolved: Empire Today - Sucks Break My Doors During Carpet Installation

Dear Sandeep,
Customer care and complete satisfaction is our highest mission, and we accomplish this by providing our customers with the best quality service nationwide.

We thank you for bringing your concerns to our attention, and assure you that we take matters such as this one very seriously. We’ll be in contact with you soon to start working with you towards a solution.
Thank you for your patience.
ID
#1076226 Review #1076226 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Sales person lie to me
  • Not trust worthy
Reason of review
Damaged or defective
Loss
$200
Preferred solution
Price reduction

DO NOT INSTALL ANYTHING FROM EMPIRE ( THEY WILL SPOIL EVERYTHING ) I Had carpet Installation from Empire today. Sales Rep.

Visited and Quote me price everything was okay. He told me carpet installation & if they break anything fixed by empire. so we had installation so during installation they take our my all door & before pay i called customer service they told me pay amount we will send someone to fix door ( because its doors *** by empire we will fix ) i waited for 15 days ( i called 20 times ) after 20 days they told me we are not coming and you install your own doors. i asked you *** door you need to install they said we don't know u install your door and 3 times customer service hangup on me.

even i am asking for contract they are not giving me contract & no explanation. DO NOT work with Empire today they just break things not FIX.