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Empire Today's reply to:

Empire Today - Very disappointed

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.
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#1121808 Review #1121808 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Empire Today's reply to:

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

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.
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#1085729 Review #1085729 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Resolved
Empire Today's reply to:

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

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.
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#1076226 Review #1076226 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Tags
  • Bad dealer service
  • Empier Today Sucks
  • Carpet Bad
Empire Today's reply to:

Empire Today - After a few days when glue dried... looks horrible

Had carpet installed 07/14/2017, the final product to finish by basement I worked hard on. So disappointed today when I went and looked at it, the seams don't match up, bumps in the rug, while I know my cement basement flooring has imperfections, this is not professional by no means and for the $1,600.00 I paid, and I waited 2 months for installation so it would be done right. PLEASE SEE PHOTOS Also there is NO PAPERWORK given at a home appointment, only a small receipt even when I did financing, where is paperwork describing my carpet, and a copy of signed receipt for installation, etc.? Can someone help me if they received something different or they had a different process? Thank you. Issues: CONS - Hard to ask questions regarding the installation process, language barrier with installers. They could not answer my questions. They were polite and nice, no issue there, as they didn't. There should have been padding put down soon the lower side of the basement, I had called and asked a week before installation. It's probably what they were given by the operations department. -Why is carpet being installed in the evening when the lighting is poor. I even called to let them know they would need lights as it was a basement, and the day of when i found out it was an evening appointment!!! Those poor installers, actually very young men, I am sure were exhausted, and then having to work til almost 7:30 pm. I am assured Empire Today stands behind their products, guarantees and warranties, we will see what they do and say, as I called Customer Service yesterday and sent email today. PROS Customer Service- no problems! , calling local number or toll free numbers. They try and help return calls faster than sales persons, etc. One manager did help me from local office, as well. They should receive bonuses, not an easy job.
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#1075662 Review #1075662 is a subjective opinion of poster.
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Empire Today Carpet Installation
Tags
  • Installation
Empire Today's reply to:

SO NO TO EMPIRE TODAY FLOORING

The worst customer service EVER. When I made my appointment to look at samples, they told me they would send 300 carpet and hardwood samples. The sales person arrived with maybe 75 samples of carpet only, 6 products in 12 different colors, and they FORGOT to bring hardwood samples. You are basically forced to make a choice from a very limited selection. Their so called "Half Off" sale is ONE carpet only, which is priced so high that even half off you can't touch it. When the time came for them to install, they called and CONFIRMED my appointment, and then NEVER SHOWED UP. We moved a 3 bedroom house full of furniture and moved my disabled Father to another location for the installation, and they never showed up. When I called to find out what the heck was going on, they said that they had "Left a message" that they were rescheduling me to one month later!! Say NO TO EMPIRE! Buy local... These people have no clue what they are doing, and the only way they are going to improve is if we BOYCOTT them.
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#1065184 Review #1065184 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Empire Today's reply to:

Empire Today - Horrible service, customer service. TRY HOME DEPOT

I had carpet installed on a Monday. The installers left without installing the carpeting on the stairs telling me someone else would return on Tuesday to complete the binding work on the stairs. They also left three rolls of carpet behind in the middle of my living room for the work on the stairs. Four days later, no call. Rolls of carpet are still in my living room. I have called Empire Customer Service every day since Monday requesting a call back and have not received one. Nor has anyone been able to tell me when this job might be complete. I have spent hours on hold and cut off twice.
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#1061406 Review #1061406 is a subjective opinion of poster.
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Empire Today Carpet Installation
Tags
  • Installation
Testimonial

Empire Today - Shopping at Home was so Easy!

I like the fact that Empire Today came into house, brought the samples and discussed everything while they were here. I didn’t have to go get the samples and bring them home and I didn’t have to pay to have them come. I had the multi-color carpets installed in the stairways and the upstairs bedroom. It looks clean and neat. Also, I was extremely pleased with the service when I was buying the carpeting and with the men who came to install the carpeting. Maryann Gordisch
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#1060348 Review #1060348 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Fast order processing
Empire Today's reply to:

Empire Today - Worst home improvement experience of my life

We had installers come and lay the carpet in our home. We had close to 3,000 square feet of carpeting installed. Because of the size of the rooms, the carpeting needed to be seemed. We had to have the carpeting installed at two separate times, because my wife had undergone three major surgeries in just over a year. The first floor, stairs and upstairs hallway were done first and then 4 upstairs bedrooms were done less then a year later with the same carpet. When the second installation crew came out I requested that they repair the seems in the downstairs great room. I had also mentioned this to my salesmen that came out for the carpet purchased for the upstairs as well as the hardwood for the entry way. When the instalers came out for the upstairs they told us that they could not work on the carpet downstairs. They suggested I call customer service. In the mean time I have two big ugly seems in my upstairs master bedroom that are noticable from ten feet. The installers just like the previous said that the seems would disappear within two months, and they have not. I held off calling customer service to see if the seems upstairs disapeered to save Empire two service calls if the upstairs seems did not disappear. I was told by customer service that the downstairs carpet is out of warranty. I will not live with this carpet looking like this, I will replace it. I will not buy or recommend Empire to anybody else. In fact I will make sure that I let everybody I know coast to coast through my travels about the experience of dealing with Empire customer service and their warrenties.
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#1057819 Review #1057819 is a subjective opinion of poster.
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Empire Today Carpet Installation
Empire Today's reply to:

Empire Today - Worst treatment ever!

I will try to keep this story short. I was told by my salesman, Tim Irvine, by phone, text, and email, that I would be a morning installation. The installer would be there "between 9 and 9:30am." I live 90 minutes away from the job, and I have a 2 year old at home, so I asked my brother to meet the installers to approve of the materials and give them access to the building. I would show up later to approve of the job and write the check. They never showed. At 10am, I called the company. I was told that I was set for an afternoon appt between 2 and 4pm. I insisted this was not the case. George Johnson, the installation coordinator, looked at the contract and confirmed that I had a morning install, but there was nothing he could do to remedy the situation. I asked my 75 year old mother to go wait for the installer at 2pm. I would show up later to pay for the work, when my wife got home to care for the baby. At 4pm, when no-one had shown up, nor called, I told my mother to just leave. Later, someone from Empire called to tell me that the installer would not be showing up. My day was wasted. My Mother's day was wasted. My brother was an hour late to get to work. Customer service is non existent, or just terrible. No communication between sales and install department. No communication between company and customers. My business is clearly not important to your company. I will spread the word to all my friends, fellow landlords, and other contractors that I work with...Empire treat their customers like dirt!!!!!!
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#1055535 Review #1055535 is a subjective opinion of poster.
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Empire Today Carpet Installation
Empire Today's reply to:

Empire Today - THINK TWICE

NEVER AGAIN! If I could give negative 5 that would be the score they deserve. Customer service non existing, calls never answered, and never returned. Installers barely speak English, so if you have any point to get across, good luck. unless you habla Espaniol. Installation day. Arrived late. Removed old carpet and pad, never bothered to vacuum. Left staples in the sub-floor here and there, i can feel them when walking barefoot. Worked till after 9pm. In the result: seams coming apart after one week. On the stairs they left 5mm gap between edge of the carpet and wall trim. Two different crews sent in after to fix things up, came and gone without doing a thing, well they took pictures and spoke on the phone in Spanish. Then informed me they can't do anything because they don't have carpet with them. That happened TWICE. 42 days They coming back tomorrow, and promised third time is going to be a charm. Will update.
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#1050401 Review #1050401 is a subjective opinion of poster.
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Empire Today Carpet Installation