Empire Today's reply to:

Empire Today - Carpet Installation Review

Dear David,

We understand your frustration and are disappointed to hear that your installation was not completed as scheduled. We will be following up with you shortly to learn more and start working towards a solution.
Thank you.
ID
#1002217 Review #1002217 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Bad quality

Worst management worst carpet company I have ever experienced. Guy shows up doesn't have the pad we paid for or the glue to glue down the tac strips.

Pretty important stuff. Call for management and cannot get anyone except for a supervisor in Texas (1500 miles away) I ask to talk to his manager and he says he doesn't have one at first. "Your telling me you are a supervisor and do not have a manager of any sort!?" "Sir for the inconvienece we can offer you 50.00. 2 percent discount for ruining my Super Bowl party.

Carpet comes 5 days from now supposedly.... thanks empire for having me on the phone all day and solving nothing but chaos.

Empire Today's reply to:

Empire Today Laminate Flooring Review

Dear Monica,

We understand that this has been a frustrating situation, and regret to hear that you have been inconvenienced by this matter. Our records show that we have spoken to you and have attempted to reach an amicable solution. We will further review your concerns and will be in contact with you shortly.

Thank you for your patience.
-ET Customer Support
ID
#998835 Review #998835 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Bad quality

Horrific installation experience. Installers arrived 5 hours late.

I asked if they had emeritus time to finish the job and they assured me that they did. At 6:00PM only the carpet padding was installed. Installers packed up their van and left with no explanation, no note, they turned off their cell phones and would not answer my call or respond to my texts.i had the installers cell number because he called me earlier in the day. My home was left with furniture and mattresses standing up against the walls etc and couldn't even get into my bathrooms.some furniture was on my screened in lanai with rain forecasted.

I was in panic mode. Thanksgiving was 2 days away and I had guests coming for the weekend. the installers had earlier told me that they were all booked up the next day so I knew that they weren't coming back. I called the customer service number at Empire and got transferred around to about 20 different employees.

The next morning I started making calls again and finally got a lady that told me she would speak with the installers supervisor. The same installers were sent back the next afternoon to finish my job and they had the attitude that they were not pleased to be sent back to complete my job. They made a rude comment about their boss. In my opinion, they were overbooked and overworked and just ran out of one in my job.

The actual installion he next day took 4 hours, so if they would have finished the job the day that they left at 6pm, my installation would have been completed at 10:00 pm. They just ran out of time and left with no explanation. It was an extremely stressful 24 hours with many many calls to Empire to finally get some help.

Empire is such a big company, that nobody gives a *** absolutely you. Never never never hire Empire!!!!!!

Empire Today's reply to:

Empire Today - Wrong carpet/ DAMAGED WALL'S

Dear Cara,

We’ve read your review, and regret the issues that occurred during your installation. We realize this has been a frustrating situation, and we want to help make things right for you. We will be contacting you shortly to discuss the situation and ensure that a solution is reached.

Thank you.
-ET Customer Support
ID
#993986 Review #993986 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Pros
  • Originally liked salesperson -
  • Being able to shop at home
Cons
  • Not resolving problems
  • Never use them again
Reason of review
Not as described/ advertised
Loss
$800
Preferred solution
re-do wrong carpet

EMPIRE SENT TWO GOON'S TO OUR HOME WHO COULDN'T SPEAK ENGLISH.BEFORE WE COULD STOP THEM FROM PUTTING THE WRONG CARPET DOWN IT WAS DOWN. I AM ON DISABILITY AND DIDN'T APPRECIATE THE DISRESPECT.I CAN SEE HOW PEOPLE ARE SO PISSED OFF THAT THEY JUST WANT THE WORKERS ?

OUT.DISGUISTING WAY TO DO BUISNESS.WE HAD THE SALESMAN BACK TO SEE THE DAMAGE ,HE APOLOGIZED AND TOLD US THE COMPANY WOULD TAKE CARE OF IT,TO NO AVAIL !

THIS IS A TERRIBLE WAY TO RUN A COMPANY AND I WILL MAKE SURE EVERYONE I KNOW OR COME IN CONTACT WITH KNOWS HOW BAD THIS CO. OPERATES.

Resolved
Empire Today's reply to:

Resolved: Empire Today - Carpet Installation Review

Dear Chris,
Your satisfaction is important to us, and we’re disappointed to hear about the delays in your installation. We’ll be in contact with you shortly to learn more and start working towards a solution.
Thank you for your patience,
-ET Customer Support
ID
#990135 Review #990135 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Pricing issue

The poorest service I ever encountered. It took almost a week for my installation to be done because Empire Today didnt have the carpet on my scheduled date Tuesday.

Pushed the date two days out Thursday and no carpet. Pushed another two days Saturday and finally got carpet installed. I called empire before my installion to work out a discount and was told to call after the installation was completed to take care of it. After the installation, I proceeded to call and spoke to the installers mgr.

and agreed to pay half the amount of the original quote for services and installation. Now I'm getting notices for the balance owed or will go to collections.

For the 3 days I missed from work is far more than the $200 discount which empire is offering. UNACCEPTABLE!

Empire Today's reply to:

Empire Today - Poor installation and customer service!!

Dear Marharyta,
We appreciate you bringing your concerns to our attention, and are disappointed to hear about your experience. Our records show that we have addressed this matter and have scheduled an upcoming service for you. If you continue to have questions or concerns please contact us at customersupport@empire-today.com.
Thank you,
-ET Customer Support
ID
#989248 Review #989248 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Job quality
Reason of review
Warranty issue
Loss
$1596
Preferred solution
Full refund

Have carpet installed by Empire Today,and it is still under warranty.Sales rep.,Rebecca,reassured us that we will have seamless carpet.Now we are having BIG PROBLEM with it - seams are not just showing,they are falling apart!!! I called the Customer Service 3 times in last two weeks,they told me that someone will contact me back from local office regardless this issue,but NO ONE DID.I also wanted to order laminate for my kitchen from them ,but after what is going on I will never do business again with them!!!And I will contact Better Business Bureau about this issue ,and I will make sure that I will tell all my friends about them!! Never again,Empire Today,never again!!!!!!

Empire Today's reply to:

Empire Today - Will lie to sell you a product and will not stand by their warentee

Dear Mr. and Mrs. Days,
Our records show that we have been in contact with you regarding this matter and have been unable to reach you. Please email us at customersupport@empiretoday.com at your earliest convenience, and reference your post in your email.
Thank you.
ID
#980691 Review #980691 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Warranty issue
Preferred solution
take the price that we have paid for the salesman's lies and let us get what we were asking for in the first place.

Empire is the kind of company that will treat you great when you are buying their product, but when it comes to warrantee, they are atrocious. Approximately a year ago we called empire to install some flooring.

We having dogs, therefore we were hoping for a laminate or some kind of wood flooring. The sales person came and pitched us this dialogue; how wonderful their carpet is, that it would not hold any animal smells and that urine would not stick to the carpet, (due to this special material that the carpet is made of) our house would always smell fresh . A few days later, (The crew came and after multiple breaks finally finished), I felt that they did a very poor job on insulation especially on our steps with all of the time that they took. After a couple months our carpet smelled like a sewer, also showed signs of wear, even in portions of the house where the dogs never go.

We did everything that we could to immediately clean the smell which would be somewhat concealed for a day or 2 but then it would be right back. My wife even called empire to see what they suggested. They avoided her like the plague; every time she would call they would try to sell us more carpet, we stressed that we did not want more of this carpet, we want for Empire to stand by your word, and warrantee. My wife spent a whole day trying to speak to a representative about warrantee information.

The multiple reps who she spoke with barely spoke English and would not give her information about the warrantee department they just kept telling us that the only way to talk to someone was to make an appointment and have someone come out. We made an appointment. The man showed up expecting to sell us more carpet. We had even cleaned the carpet again the night before he had arrived, and he himself said that it really did smell bad.

He took a bunch of pictures of the things we were not satisfied with and said that he was going to email the pics to someone as soon as he got in his vehicle, that someone would get ahold of us in a couple days. A week went by and no call. therefore, we called them yet again, they tried to say that we had missed the appointment that we had set up.

We then asked if they would like to see the video of their representative in our home and then they got quiet, and passed the responsibility yet again. I guess my next call will be to the bbb and I will never send business to them they are a terrible company, that sells a product for far more than it is worth, by telling lies.

Empire Today's reply to:

Empire Today - STILL WAITING

Dear Customer,
We sense your frustration and are disappointed to hear that you feel this way. Your concerns are important to us, and we would like to follow up to address your concerns. Unfortunately, we are unable to locate your account with the information in your post. Please email your concerns and account information to customersupport@empire-today.com so that we can further assist you, and mention Pissed Consumer in the subject line.
Thank you.
ID
#974000 Review #974000 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Poor customer service

I have had 2 appointments for carpet install this week, Monday and today, I have taken 2 days off work, postponed my work travels to be present for the install, moved furniture out of the room (and back) 2X, I called to confirm BOTH appointments time/day, and STILL NO CARPET. The installer had a cancellation, in the morning, and my install was scheduled for the afternoon (conformed directly that morning) and I was at an appointment in the morning when he decided he wanted to do it since the other cancelled, and since I had confirmed the afternoon, and confirmed it at 7:30am that same day, he still cancelled and didn't tell me.

I had to call when he never showed, and the excuse was "well, he didn't want to wait since his first appnt cancelled"....NOT MY PROBLEM! I was a hairstylist for 20 years, and if my morning appnt cancelled, I didn't go home for the day and blow off all my other appointments! WHERE IS THE CUSTOMER SERVICE THEY ADVERTISE IN THEIR COMMERCIAL????? I want someone held accountable for this!

I now will not have the carpet for my holiday gathering, have burned 2 days off work waiting for this POS to show up, and now will be traveling all next week, so STILL won't have the carpet for another 2 weeks! This has to be THE WORST company I have dealt with ever! They simply DO NOT care! Where is the CEO- Keith Weinberger???

He needs to know about this!! I will not stop here, I will be going to the top until I am heard by someone who gives a ***

Empire Today - No Hassle Sales and Installation Experience

I was genuinely surprised by the experience I had with Empire Today. A sales person came to my home at the scheduled time and with samples in hand. I was interested in replacing my living room, ivory colored carpet due to small stains and some ware. I wasn't initially sure what color or style to pick but the sales person was very helpful and informative of my options considering the way I use the space. We looked at several product samples in a variety of colors. We also discussed the current offers, what my payment options were, the proper way to clean the carpet and what I should expect from the installation process. The consultation took over an hour. I ultimately chose to go with a carpet similar to what I already had because it matched the carpeting in other areas of my house that were still in good shape. Overall, my experience was positive, the carpet was exactly what I wanted! Janet K.
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
#1013204 Review #1013204 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Good customer service
Empire Today's reply to:

Empire Today - Carpet Installation Review

Dear Customer,
We are saddened to hear about the lack of communication that you have received. We would like to further address your concern, but are unable to verify your customer account. Please email us at customersupport@empire-today.com with your account information so we can follow up with you, and mention PC in the subject line.
Thank you.
ID
#970665 Review #970665 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Order processing issue

I have never in my life experienced a more unprofessional, unpleasant service. This company is a scam.

Before the commencement of service, method of payment was demanded. The installers recognized that the two rolls of carpet did not match, due to a very blatant error by whoever loaded the carpet from the warehouse, and left the job unfinished PROMISING they would return in a few days to complete the project with the correct carpet. Tacks were left exposed which is a clear hazard and lawsuit waiting to happen. We were on the phone with customer service every day this past week and being promised installation for four different days (Tuesday then Wednesday then Thursday and then Friday) and every representative we spoke to told us a different excuse of why she it was postponed( we weren't in the system, the warehouse moved, there was an outage of carpet, we are short on installers).

This is COMPLETELY UNACCEPTABLE!!!! Not one person had the same explanation and it started to look like a scam since our credit card was ALREADY CHARGED! Therefore, they got paid and we were left with a hazard in our home! We are filing a lawsuit for punitive damages and demanding our money back.

Please do yourself a favor and NEVER USE THIS COMPANY!!!

They are beyond awful! Hire a local carpet company and they will do the same job with better quality carpet for a fraction of the price!!!

Empire Today's reply to:

Empire Today - Cancelled Install the day before

Dear Mr. Robbins,
We appreciate you making us aware of your experience, and understand that we are currently working with you towards a solution. We will continue to ensure that your concerns get addressed.
Thank you.
ID
#969441 Review #969441 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Scheduled a whole house carpet install three weeks ago for this week. Of course you disrupt your whole house to prepare for the installers so that they can just walk in and begin.

This morning someone called and left a garbled voicemail cancelling the install because they were too busy. When you call the phone number of the local office it just keeps recirculating the welcome message. After two phone calls to national customer service one of the reps called us back and asked to reschedule the following week.

There was no discussion or alternative to rescheduling and we had to take additional days off work to accommodate them. Why the huge ad campaign if you can't handle the sales?

3 comments
Triana
#1255301

Took another day off from work to accommodate Empire's rescheduling and - they didn't show up again. This morning they called and were very confused by the job order - remove carpet and replace carpet.

They scheduled another installer for this morning, after he finishes another job, so hopefully they will begin the job today- or start it.

I don't have many vacation days left so this is becoming more and more unpleasant.

Triana
#1254838

So I sent you(Empire) my email address and contact info again and there was no response. Today was the rescheduled day for the install - guess what?

They are still not here and I took another vacation day. I can't wait to review the install if it ever happens.

Kennidy
#1252195

Dear Customer,

We regret to hear that you were inconvenienced by a missed installation, and assure you that we want to help. Unfortunately we are unable to locate your account with the information provided. Please email your account information to customersupport@empire-today.com and mention Pissed Consumer in the subject line, so we can further assist you.

Thank you.

View more comments (2)
Empire Today's reply to:

Empire Today - Communications Customer Care Review

Dear Robert,
We understand your frustration and regret the inconvenienced this caused for you. Your account has since been cancelled per your request, if you continue to have questions and/or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#965766 Review #965766 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Order processing issue

Empire didn't deliver. They are very disorganized on installing date and communication on installing.

I have been sleeping on the coach for a week. I prep the rooms for install one day before installing. No show or call on installing day. I called that day waited 1 hour on phone to find out they didn't have my carpet.

Reschedule for Monday no show or call again. I called was told would call me back on Wednesday. Again no call. Received email for installation for next monday 1 week from schudle date.

What a inconvenience. All they needed to do is communicat. I would go with this company just to save $300 .

GO WITH A LOCAL COMPANY. SLEEPING ON A COACH FOR A WEEK.

1 comment
Kennidy
#1249203

Dear Customer,

Thank you for bringing your concerns to our attention. We would like to know more about the situation and help make things right for you, but unfortunately, we cannot locate your account with the information posted here.

Please send your account information to customersupport@empire-today.com and mention Pissed Consumer in the subject line, so that we can follow up with you.

Thank you.

Empire Today's reply to:

Empire Today - Refusing to fix my carpet because they say warranty has expired!

Dear Ruth
Your concerns are important to us, and we are saddened to hear that your experience was not an excellent one. We would like to follow up with you to discuss further, but unfortunately are unable to locate your customer account with the information provided. Please email your concerns and account information to customersupport@empire-today.com, so we can assist you further.
Thank you.
ID
#965321 Review #965321 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Customer service
Reason of review
Warranty issue
Loss
$1200
Preferred solution
I need carpet fixed or replaced

I've called empire three times already asking to speak to a supervisor and no one returns my calls. I had my living carpet installed in January 2015 and months ago I started noticing the seam where they cut the carpet is showing and it's right in the Middle of my living room.

It is also bubbling up and my vacuum keeps getting stuck on it. I told the. Their contractor did a terrible job and I want it fixed especially since I purchased a higher grade carpet. I was told that there is nothing they can do.

Empire does not value their long time customers!!! I've used them before years ago and I can't believe they are treating me this way.

I will never recommend them to anyone!! Beware of empire and their customer service sucks!!!!!!

1 comment
Kennidy
#1248979

Dear Customer,

Your concerns are important to us, and we are saddened to hear that your experience was not an excellent one. We would like to follow up with you to discuss further, but unfortunately are unable to locate your customer account with the information provided.

Please email your concerns and account information to customersupport@empire-today.com, and mention Pissed Consumer in the subject line, so we can further assist.

Thank you.

Empire Today's reply to:

Empire Today - Carpet Installation Review

Dear Sheralyn,
Your satisfaction is important to us and we will continue to follow up with you until a solution is reached.
Thank you.
ID
#956887 Review #956887 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Reason of review
Bad quality

Carpet installer punched *** in my tile. Tile is no longer available.

Empire informed me they were going to remove tile from the foyer area and replace the that tile in my kitchenette area where the carpet installer damaged the other tile or they would replace the tile only in the area of damage. Problem is this would cause mix/match tile..

1 comment
Kennidy
#1242195

Dear Customer,

We sincerely regret to hear about your experience, and completely understand your frustration. We want to help, but are unable to locate your account with the information provided.

Please email your concerns along with you account and contact information to customersupport@empire-today.com, and mention PC in the subject line.

Thank you.

Empire Today's reply to:

Empire Today - Dissatisfied customer/ Empire has know consideration for their customer

Dear Darlene,
We are disappointed to hear that your most recent experience has not been a positive one. We will be following up with you soon to learn more.
Thank you for your patience.
ID
#955831 Review #955831 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Canceled appt 3 times at the last minute
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution

11/15/16

We seen the add for the 50% 50% deal guarantee installation before Thanksgiving. I had a sales rep come to my home it was either Wednesday or Tuesday of last week.

We set a date for carpet to be installed in my living room and hallway for 11/116/16 I couldn't stress enough to him I needed this to be done for sure on this date'" I was guaranteed it would be with no problems." He told me I needed to make sure everything was moved out of the area for when they came. So I had to pay for my furniture to be moved into other areas of my home because my husband and I were unable to move it ourselves . I'm on chemo twice a day because of a chronic illness. We also have other furniture being delivered on the 11/17/16 that we had purchased so everything would line up accordingly with the installation of the carpet.

We have family flying in from Boston for Thanksgiving. Between last week till now Ive been having phone calls comping in from Empire to confirm the scheduled appointment , at 2;00pm today 11/15/16 I received a phone call from Empire telling me that they have to reschedule they won't be able to install the carpet until the 11/29/16. Now I'm stressed out which is the worst thing for me being on chemo with my illness, because they called me late afternoon the day before the carpet was to be installed I explained to them I needed this to be done as promised , I have my kitchen and dinning area filled with furniture from the movers I had to pay to move my furniture out of the area for them to install the carpet, I have my other furniture being delivered and there wasn't enough time giving to me to cancel and with them also I have no place to set up for Thanksgiving now because of my furniture having to be put into the kitchen and dinning area. After explaining all this to Empire they didn't even care , I demanded to speak with a supervisor to get this issue resolved ..I was informed he was on another line the supervisor name was Paul in head of the installation Dept, he would call me as soon as he got off the phone." I never received a call back from him." I then called the 800# spoke with a supervisor rep she said she was going to talk with another supervisor and promised to call me back by 4;00pm thats when she leaves' "I never received a call back.

By this time I'm really stressed, upset , now with being on chemo I became sick.

I was gurenteed from Empire I would have no problems with this being done on the 11/16/16 your add guarantees installation before Thanksgiving, .This issue needs to be resolved ASAP or I will take further action on this issue . My contact info is Darlene LaVerde 916-2480481

Empire Today's reply to:

Empire Today - UNREAL CUSTOMER SERVICE AND FALSE PROMISES JUST WANT YOUR MONEY

Dear Cindy,
We understand that you have agreed to cancel your order since this post was made. If you continue to have questions or concerns, please don't hesitate to contact us at customersupport@empiretoday.com.
Thank you.
ID
#951739 Review #951739 is a subjective opinion of poster.
Service
Empire Today Carpet Installation
Cons
  • Treatment as a consumer
Reason of review
Problem with delivery
Loss
$1000
Preferred solution
Let the company propose a solution

I scheduled a estimate with Empire Today. Salesperson arrived on 11/4/16.

Very nice while here. Signed a contract for the install to happen on Tuesday 11/8/16. Gave them a $1,000.00 for the deposit Received absolutely no telephone call follow-up as to what time the installer would arrive. I started calling the corporate 1-800 customer service number.

The rudest people I have ever spoken to in my life. "sorry to hear that, understand your frustration, etc." Text my salesperson most of the day. "you are on the schedule". The straw that broke the camel's back was when she said at 6:15pm, I just am the salesperson, once I sell the job, I'm no longer in the loop.

Installer shows up at m house at 7pm. Really, measures my house again. Not enough carpet or padding, however, could use your old padding...are you kidding me. Get back on the phone with customer service, on hold for 16 minutes and 40 seconds.

Some guy name Davon gets on the line. I explained to him that I was done, I want to cancel my order and want my money back. Well if I offered you $150.00 off could we reschedule the install? No, I have a child that I need to get ready for school, the installer's have a family they won't be done until midnight.

No I'm done. My house is a mess.....I have to work tomorrow in the office. Just unreal service. I should have read the reviews beforehand, believe me they all say the same thing, customer service sucks, didn't bring enough carpet or padding.

I'm so stressed out over this that I had to take an anxiety pill. Oh, and the funds will be back in your account with 7 to 10 business day. Are you kidding me. I don't think so, I will call my bank and tell them it was a fraudlent charge.

I'm on chemo and this was not a good thing to happen to me today. I had an appointment I needed to go to in the evening which I had to cancel. And then you want me to pay the remaining balance before the job is done. That's like me asking me one of my customers to pay me $5,000.00 for a new HVAC system upfront and they don't even know if its going to work.

Absolutely flabergasted over this whole ordeal. So now, I will be looking for a new carpet company and start all over. Disappointed all around. Empire Today - DON'T CALL OR USE THEM.

NOT CUSTOMER ORIENTED AT ALL. BEWARE TO ALL WHO ARE LOOKING WHAT THEY ADVERTISE IS NOT TRUE TO THE WORD.

1 comment
Kennidy
#1238546

Dear Cindy,

We sense your frustration and regret to hear that you feel this way. Your concerns are important to us, and we will be in contact with you soon to learn more.

Thank you.