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 #1-27********).

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.

Empire Today's reply to:

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

Dear Suzanne,
As a national leader in the installed home improvement and home furnishings industry, our goal is to provide every customer with world-class service, and we achieve this mission by putting our customers first.
We regret to hear that your experience did not meet your expectations, and assure you that your concerns are important to us. We’ll be following up with you shortly to learn more.
Thank you.
-ET Customer Support
ID
#1075662 Review #1075662 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Customer service
Reason of review
Damaged or defective
Loss
$1500
Preferred solution
padding on the lower side of floor where needed, re-seam carpets

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.

Empire Today's reply to:

SO NO TO EMPIRE TODAY FLOORING

Dear Nina,
Providing exceptional customer service is our number one priority, and it’s our goal for our customers to have a positive experience from start to finish.
We appreciate you making us aware of your concerns and understand that your order has been cancelled per your request. If you continue to have questions and/or concerns regarding your experience please message us at customersupport@empiretoday.com.
Thank you.
-ET Customer Support
ID
#1065184 Review #1065184 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Saleswoman lilith was great
Cons
  • Rescheduled me one month later without telling me
  • Never showed up to install and never called
  • Made me wait on hold for 34 minutes
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution

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.

Empire Today's reply to:

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

Dear Sheila,

Our mission is to “Make beautiful new floors easy,” for our nationwide customers, and 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. We’ll be following up with you soon to discuss your concerns further and start working towards a solution.
Thank you for your patience.
-ET Customer Support
ID
#1061406 Review #1061406 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Customer service
  • No show installation
Reason of review
Poor customer service

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.

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
View full review
Testimonial

Empire Today is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#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

Dear Chris,
Customer satisfaction is a priority for us, and we assure you that we work with our customers from beginning to end in order to address their concerns.
Your feedback is valuable to us, and we’ll be in contact with you shortly to start working towards a solution.
Thank you for your patience.
-ET Customer Support
ID
#1057819 Review #1057819 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Quality of the job
Reason of review
Poor customer service

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.

Empire Today's reply to:

Empire Today - Worst treatment ever!

Dear Michael,

In order to achieve our vision to become America’s first and best choice for installed flooring, we put forth the values of respect, integrity, teamwork, “customers first,” and the quality results that our brand commands.

We thank you for bringing your concerns to our attention, and we’ll be in contact with you soon to discuss this matter further.

Thank you for your patience.
-ET Customer Support.
ID
#1055535 Review #1055535 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • That they did not come the day they were supposed to
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

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!!!!!!

Empire Today's reply to:

Empire Today - THINK TWICE

Dear Yan,
We are committed to upholding our reputation and achieve our vision to become America’s first and best choice for installed flooring. Customer satisfaction is our main priority, and we strive to leave a positive lasting impression from start to finish.
Your concerns are important to us, and we understand that we have spoken to you in regards to your concerns, and are currently working towards a solution. We will continue to follow up with you until your concerns are addressed.
Thank you.
-ET Customer Support
ID
#1050401 Review #1050401 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Poor customer service
  • Lack of communication
  • Job quality
Reason of review
Poor customer service
Preferred solution
Price reduction

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.

Highly Recommend Empire Today

I had Empire Today install rugs for our master bedroom and the hallway and steps. My sister recommended them and they had the best price. The rugs are exactly what we wanted. It was perfect. The guys from Empire Today did a great job. I'll definitely use them again. Richard Marshall
View full review
Testimonial

Empire Today is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1060351 Review #1060351 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Good quality
Empire Today's reply to:

Empire Today - Empire ripped me off Today!

Dear Laurie,

Our mission is to “Make beautiful new floors easy,” for our nationwide customers. At our core are the values of respect, integrity, teamwork, and “customers first.”

It is our goal to address every customer concern, and assure you that your concerns are of much important to us. We understand that we have spoken to you in regards to this matter, and have discussed possible resolutions. We look forward to hearing from you soon.
Thank you.

-ET Customer Support
ID
#1045761 Review #1045761 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Im pissed
Cons
  • I am pissed
Reason of review
Not as described/ advertised
Loss
$1800
Preferred solution
Full refund

Empire today? Empire will scam you today is more like it.

Lets bait and switch the customer!! Had carpet installed in three bedrooms and a hallway. Lets just say i got a great bait and switch job. Told the sales person I DO NOT WANT APARTMENT GRADE CARPET!

And low and behold thats what i freakin got. And a bad installation job to, seams coming up looks like they patched the corners where they cut in to the carpet to far then tried to cover it up. there's a snagg in the carpet from the manufacturer. The carpet is matted down like it years old and its only 7months old, we lets me back track on that, I have 14 year old carpet in my living room and its not even matted down and its old.

So lets just say emprie rip me off today, screwed me and doesn't even have the decency do you have a little Essex and take responsibility with the product they have put in my home I am so dissatisfied with this. They do not care about their customers the only thing they care about is taking your money and taking the cheap way out and giving you cheap carpet or whatever you're having put into your home so they can line their pockets with your money and *** over all I want is the carpet I asked for but instead all I get is the runaround it's your fault your carpet is that way it's your fault to the carpet was badly installed by the way your cat decided to sit in your doorway and scratch in a straight line to pull the SEEM apart oh and your carpets matted down because of your vacuum. It has been nothing but excuses after excuses after excuses after excuses with these people their inspectors are complete *** The inspector that came out to my house brought me a piece of carpet that was supposedly the one that I picked out it was a dark dark green piece of carpet and I don't have dark green carpet so how am I supposed to tell then it tells my husband that are cat pulled the seem up because he sat in the doorway and scratched in a straight line my cats live outside then he decided to take my vacuum which is a $1282 Kirby vacuum, laid it down turned it on and stared at the brushes on the bottom for a good 10 minutes then proceeded to tell me that it's my vacuums fault that the carpet is mad down.

Oh and I forgot to mention I got a voicemail saying that they're going to replace the carpet then when I call back no one answers then I get another call back the next day telling me they can't find the carpet that they think it's no longer made so let's just screw with my head a little bit more thinking they're finally going to take responsibility oh I'm sorry your carpets no longer made you have to deal with it thank you Empire today for screwing me over taking my hard-earned money and lining your pockets with it and give me the *** carpet I have ever seen. You know we have hard-working Americans who work hard for their money and then you got companies like Empire today

Empire Today's reply to:

Empire Today - Carpet Installation Review

Dear Laurie,
Our mission is to make beautiful new floors easy for our customers. At the core of this mission is our commitment to customer satisfaction.

We appreciate you bringing your concerns to our attention and are aware that we are currently working with you towards a resolution to this matter.
Thank you for your patience.
-ET Customer Support
ID
#1037113 Review #1037113 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Bad quality

Horrible, Such a disappointment. After several estimates from carpet companies in our area, we decided to go with Empire.

That was the worst decision i ever made. They came out a couple days later, to install the carpet. For 1 they decided to lay the carpet out in the road. instead of in our drive way, we moved our vehicles for that reason.

And they did the old trick (Bait and switch). Come to find out they gave us The cheapest carpet you can find, apartment grade. Instead of what we paid for. Then they did a *** seam job, witch apparently is my cats fault be cause he decided to sit in the door way and scratch in a straight line( the cat lives outside).

and my good old $1200 kirby vacuum is to blame to for the carpet fraying, and matting down. I have called several time never getting a strait answer, then the other day being told we are reviewing the findings of the inspector. so how long is it going to take this time for an answer, what to be told its my fault, my cat did it, oh the vacuum did it.

WOW unbelievable. Wonderful ethics this company has.

Empire Today's reply to:

Empire Today - Unhappy Customer

Dear Cheryl,
We understand that your time is valuable and regret to hear that your installation did not take place as planned. We understand that we have rescheduled your installation, and we’ll continue to follow up until a solution is reached.
Thank you.
ID
#1013573 Review #1013573 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution

We had a carpet install scheduled for today (2/25/17). The install was for carpet in the entire first floor (except kitchen) of our home.

This install was confirmed via email and telephone. We rearranged our schedule to accommodate this install and moved all items out of the rooms. At approximately 9:05 a.m. this morning, we received a phone call telling us that the install was not going to happen because the carpet was "not on the truck." We are being told that the earliest install is now Tuesday which means I will have to take a day off work--assuming we don't get another call on Tuesday morning telling us that the carpet is not on the truck.

My husband and I are both in customer-service related industries and do everything we can to accommodate our customers and fulfill commitments we have made. Obviously Empire Today does not do the same for its customers.

A+ Service! Empire Today did an EXCELLENT job on Carpet and Vinyl Flooring in my home

They installed carpet in the second floor of my home. I also used them for vinyl plank flooring in my basement, and window treatments. The result is beautiful. The carpet looks great, and I get so many compliments on how good the basement floor looks. I love the window treatments too. And, they did a beautiful stair runner! The installers were very polite, and worked VERY HARD all day to make sure the floors looked perfect. We are very, very happy with the work! We would recommend them to anyone! My sister also used then for carpet in her bedrooms and on her stairs, and it looks fantastic.
View full review
Testimonial

Empire Today is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1012196 Review #1012196 is a subjective opinion of poster.
Location
Melrose Park, Illinois
Service
Empire Today Carpet Installation
Pros
  • Initial contact and install
  • Quality of the product
  • Easy to schedule in-home consultation
Reason of review
Good quality