Product: Empire Today Customer Care Clear all filters (55 of 55 reviews match)
Filter by rating
filters
Seller:
Show
State:
Show
City:
Show
Product:
Empire Today's reply to:

Dear Shirley, We regret that your experience was not a great one, but understand that we have completed your installation. For future inquiries please contact customersupport@empiretoday.com. Thank you.
View full review
Review
#858075 Review #858075 is a subjective opinion of poster.
Service
Empire Today Customer Care
Tags
  • Flooring Product
Empire Today's reply to:

Empire Today in New York - Lying Salesman

Dear Pam,
We have read your review and are aware that we have addressed your concerns. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#847088 Review #847088 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Enitre dealing - never again
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

I am struggling with Empire right now. Salesman promised a call the night before to tell me when the installers would be here, or based on a customer service call made to me, by 6:30 a.m.

today. I got up early. No phone call except from someone trying to verify that I was doing the installation today but couldn't say when they'd be here. Three times I've been on the phone.

The last call I was put on hold for 14 minutes while someone "tried to call the installer" and then the call was disconnected.

My plan to do three more installations with this company are now canceled, and if I ever meet that salesman, I'm going to accuse him of theft. I am furious at this company.

Empire Today's reply to:

Empire Today Customer Care Review from Bronx, New York

Hello,
We never want our customers to be disappointed in our services, and we regret that you've been inconvenienced. Please contact us at customersupport@empiretoday.com, so we can discuss this issue. Thank you.
Review
#828920 Review #828920 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Would never recommend this company to anyone! First off, the sales woman was supposed to be here between the time frame of 1-3 and showed up around 4:30. Although she was ok at first, it seemed like all she cared about was making the sale, and not the concerns that we had. Our house is old and we have no sub flooring and were concerned that it would be a difficult process. The sales rep promised us that this basically would be a maximum 2 day job that could be easily done, basically selling us a DREAM.

We had a scheduled date for the floors to be installed, moved the furniture for them ourselves (which most people don't do), the contractors show up and tell us that they cannot do the job. So when we called the company to tell them this, they promise to send out a new contractor who CAN do the job. In the mean time the sales lady shows up to our house unexpected and AGAIN tells us in person that the job can be done and she doesn't know why there was a misunderstanding between the contractors.

Confused? So we're we! So the next morning we woke up thinking we were getting our promised floors. Wrong. The new contractor calls us and says he cannot do the job based off of pictures from the last contractors.

Again, no new floors. Another wasted day with an empty house, nothing but headaches, broken promises, and misrepresentation. I don't know how this company is still in business based off of what I've seen from experience. I hope others don't ever have to deal with the nightmare we did.

Empire Today's reply to:

Empire Today - Customer Care Review from Springfield, Missouri

Dear Tammy,
We regret that you were inconvenienced by a missed sales appointment, and understand that you did not to pursue an order. For future questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#826774 Review #826774 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Never showed up for appointment, when i called they said oh well, i would never deal with them

Empire Today's reply to:

Empire Today - Customer Care Review from Mountain View, California

Dear Kara, We understand that time has passed since your last positing, if you continue to have questions or concerns please contact us via customersupport@empiretoday.com.
Thank you.
Review
#800869 Review #800869 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

The first time i used empire they were late but did a good job, couldnt understand the workers but ah it happens so i decided to use them again, big mistake! They were late again i couldnt understand them and they stared at me like they had no clue what i was saying to them.

I can visibly see the seams i have strings hanging everywhere in the carpet , its not connected in one spot on my step and not pulled tight . The tile in the bathroom looks fine but i have a chunk put of my door trim they used 2 different color trim and left grout everywhere for me to clean up .also was specific i had heated floor which is my only heat source and is now not working.

it has been a week my house has been discombobulated waiting for repairs that still havent happened, the customer service is horrible and rude and like to talk over you and argue with you , i will never use them again ! Its ridiculous that they mess stuff up and dont even care !

Dear Melissa, Our records show that your installation has been completed. If you continue to have questions or concerns, please contact us at customersupport@empiretoday.com. Thank you.
View full review
Review
#561964 Review #561964 is a subjective opinion of poster.
Service
Empire Today Customer Care
Empire Today's reply to:

Empire Today in Waukesha, Wisconsin - Carpet Came with Cat *** Bad Odor Causing My Cat to ***

Dear Heather,
We sincerely regret to hear that this was your experience. We understand that we have spoken to you in regards to your listed concerns. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#557088 Review #557088 is a subjective opinion of poster.
Service
Empire Today Customer Care
Pros
  • Came to my home
Cons
  • Being ripped off
  • Salesman
  • Having my basement stink
Reason of review
Damaged or defective
Loss
$2500
Preferred solution
I want the soiled carpet removed/replaced! I Shouldn't have to P $400.00 More to Empire Today, I want Empire Today to Refund the costs of Carpet Cleaning, Solutions & if this doesn't get resolved now, I will go to court for damage being done to my drywall
Tags
  • carpet installer

In May empire today had a 50/50/50 sale so I call & set up appt. Salesman showed up next day, showed me samples, most of which are ugly.

I found only 1 thank looked good & the sales rep told us that it was stain proof & waterproof. I looked at the backing of sample & sure enough it was sealed. He said it would be great for my grandchild in that "With the thicker padding they were "throwing in" it would Never leak through. So, we set up install for the next day.

The in stalkers came, only one spoke slight English, they got the job done fast. It looked really nice! The guy told us the smell goes away after a few days. They left behind a Pile of carpet and padding, said they'd come back from Chicago to do our stairs, & told us that he keeps the carpet in his garage.

We thought that odd! Anyway, in our remodeling endeavor, nobody came back, we called & got no response, can't get answers. No Salesman contact & only 3 names if National contacts; Vicky, Helen & ? another female that deals with online complaints.

My NEW carpet began Stinking WORSE!! I thought it was because I quit smoking & maybe my nose changed but not so. I began calling guard in August, even though I'd been sick & in/out of hospital. We had to have carpet cleaners come in because that smell was indeed drawing my cat to urinate.

The smell is on the outer perimeter off the outer part of carpet roll. The calls continued as did the *** Smell, enzymes, carpet more cleaning. After I posted on Yelp, I got a call from this Helen Brown (Not Real Names) Now they want to work with us? Hmm.

. My basement smells so bad and Empire Today will not do Anything till I sign a "Standard" form "Agreeing to Pay Them an Additional $400 to remove & replace. So Now, I'm in the hospital, come out & they ate dealing with my husband who thinks, as I do, that it Should Not cost us ANY more money. Plus, the "Standard Agreement" is actually a Release of Liability which is ***!!

I ended up having to leave my home to heal from surgery. Came back & on October 9th, they sent out the Same Old salesman with new samples. ( Our Color has been discontinued) So, I choose 3 different ones to be submitted. He Refused to give me pricing on ANY of the product( & as of November 12, I still has No Actual receipt.) Anyway, he said he would submit are choices & someone would contact us.

On October 11th I had to again leave my home due to the smell & the damage it's doing to me trying to clean it, what it's doing to my walls, and the smell that has permeated to the up stairs. Came back to my home, called got Market, in Texas on 11/10/14 & I'm Mad! I was going to remove this carpet myself due to the unsanitary smell & health hassards Empire's carpet is causing. I read my warranty only to find that I would VOID warranty if I remove myself.

I told this to Arlet who kept putting me on hold. She found notes if 2 call attempts that Empire made while I was out of my house. I bitched so much about this problem since it's been 5 1/2 months. She left a message to "HELEN BROWN?" regarding my demands of removal.

So, Today, Empire Today (Helen Brown(called my husband) saying that they will NOT Remove UNTIL They get the Letter of Release/ Hold Harmless & $400.00 more. I Flipped! I have Health problems, Carpet is causing Breathing problems & I'm Friggen being BLACKMAILED & Held Hostage by these SCAMMERS!!! WTF??

My husband is having them send the waiver & I'm calling a lawyer & a news station! This Empire Today Carpet company is Horrible bunch of LIARS! I demanded to speak to Helen's Supervisor & was refused. I tried finding Corporate contacts online only to find names, possibly Fake too!, with no contact information.

I am Certain that this company is hiring illegals & carpet/flooring materials come from any close by garage or storage facility. The salesman is useless & lies and Nobody gives you pricing on anything to show before/ after sale costs. And Now, I have spent OVER $400 on Carpet Cleaning, carpet cleaners not to mention the HOURS/DAYS lost to Empire selling us Damaged Carpet that I've had to leave my home, can't bring anyone in due to the smell that Literally will take your breath away. EMPIRE TODAY Is not Worth the lower cost if you EVER Need Customer Care!

When you do, This is when you'll find out that they, Empire Today, ripped you off! I would NEVER recommend this place not even to an Enemy!

Empire Today's reply to:

Empire Today in Snohomish, Washington - Non existant customer service

Kimberly, we are disappointed at the issues that occurred during your installation experience. We can assure you that this is not the experience we expect for our customers. We understand that we have previously been in contact with you, and we have been attempting to contact you again via phone. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x3555 or customersupport@empiretoday.com.

Thank you.
Angelica Snell, Resolution Manager
Review
#458284 Review #458284 is a subjective opinion of poster.
Service
Empire Today Customer Care
Tags
  • carpet installer

WOULD NOT recommend Empire.... unless you're into organized chaos!

The salesman was on time and courteous; he didn't have great follow through, but I am not sure if that was him or the office staff.

I scheduled carpet and LVT(vinyl tile) to be installed on 2 separate days with in a few days of each other. I didn't attempt to haggle on the price, was just looking to get the project done. Saturday was to be the LVT install, Monday the carpet. I got a call at 7 on Friday night letting me know that they were going to do the carpet on Saturday instead; (Keep in mind, I LIVE in my home, so was having to pack stuff up and move it)I shifted gears ,cancelled the plumber I had coming and stayed up half the night preparing for install on Saturday. I received a call from the office at 7 Saturday morning informing me that they didn't have the carpet I had selected in stock, did I want to choose another color? NO, I don't want to choose another color, I want the carpet that I ordered! Silly me. So ,re schedule the dog sitter, no carpet on Saturday and it wouldn't be in in time to install on Monday. I had to shift gears again, move everything that I'd already moved twice, in preparation for the LVT on Monday. Exhausting!!

Tony, the LVT installer, was amazing. He was prompt, professional and very, very courteous. He hadn't been told of some water damage that we were dealing with, but after talking to his supervisor, he went to the lumber store, got the underlayment that needed replacement, and made it happen. He was very meticulous about his work and worked until 10:30 at night to get the job done. I did have him come out and go back over a few spots in the grout, again he was great, fixed the problem spots that I'd noticed and rechecked everything himself. If everybody that I have dealt with at Empire took as much pride in their work, it would have been a 5 star experience.

I got a call from scheduling at 7:30 Tuesday morning to let me know my carpet was on the way. This wasn't the day that we had rescheduled for and really, would have been impossible to do since the LVT shouldn't have anything on it (according to the manufacturer) for 72 hours. More phone calls, more confusion, carpet is on for Saturday again.

The carpet installers were on time and helpful. Their paperwork was written up without mentioning the living room carpet; this led to more confusion and stress on my part. They had to measure twice, but did have enough carpet to do the job(with a whoppin' foot and a half left on the roll!); so, I think that the paperwork was written up incorrectly. The carpet looks great, there are a few new dings in the walls and dirty hand prints on the doors, but those things will happen.

After everything, Empire was able to give me a $400 discount. That wasn't even 10% of the job. Insulting.

The icing on the cake was the horrible man who called to conduct a survey regarding my satisfaction with the experience. Really?!? Do they not communicate amongst themselves? And, if they are going to contract someone to conduct these surveys, it would be nice if they had manners!

DO NOT use Empire bears repeating!

After posting the above review on Yelp, I was contacted by Empire and offered an additional $400 discount... if I agreed to post no further reviews of my experience. I probably would have gone along with it, but Amy, the rep I spoke with didn't even care enough to make sure she spelled my name correctly in the release document. I asked that she mailed a revised copy to my home; that never happened. Really?!? Forget it, I'll skip the refund and tell as many people as I can about my horrible experience with Empire Today; If I can save someone else this hassle, it'll be worth it!

Empire Today's reply to:

Empire Today in Upperville, Virginia - Wouldn't even come to my home!!!!!!

Holly, we were disappointed to read about your experience. We've attempted to contact you via email to discuss your concerns and the possibility of scheduling a sales appointment. However, we have not yet heard back from you. Please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com, and we will follow back with you to discuss the situation. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#335339 Review #335339 is a subjective opinion of poster.
Service
Empire Today Customer Care

I went on the Empire website to look into an in home carpet estimate which turned up my zip code as an out of service area. I live exactly one mile from my other home which I rent out, I typed in that zip code, bingo!

So I foolishly thought that if I called and spoke to a rep that they would hear me out on that and be willing to perhaps come to my home. ( By the way - I am directly off a major highway in Virginia, not in a remote area at all). I was sure wrong! The rep would not budge, clearly just reading it off her computer, she was not in a place to make exceptions and had no desire whatsoever to find me someone who could.

I asked her if they did not want my business, to which her reply was that I really had to understand how their poor drivers have to drive all over the place. What? Really? How rude, unprofessional and perfectly uninterested in their customer.

I will never do business with these people, under any circumstance.

I will go out of my way to make sure everyone I know is aware of my bad experience and encourage them to go elsewhere also. Empire is a BIG business, and they do not care whether or not they have your business or your respect, or your satisfaction, that is perfectly clear.

Empire Today's reply to:

Empire Today in New York, New York - EMPIRE CARPET = unprofessional & disorganized

Erica, it’s disappointing that you were inconvenienced by your missed appointments. Whenever a problem arises, we always want to work with our customers to make things right. We understand that we’ve spoken to you about your concerns and have come to a resolution. If you have any additional questions, please call us at 888-588-2315 x4195 or email customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#301435 Review #301435 is a subjective opinion of poster.
Service
Empire Today Customer Care
Loss
$800

AWFUL, AWFUL EXPERIENCE!!!!!

i was given the run-around for a full week trying to get custom window blinds.

first, i scheduled an appt. the empire employee called me 20 mins before the appt window closed to let me know that he was having "car trouble" and would need to reschedule. i rescheduled for 3 days later...no show. no call. I called HIM and he told me that he was somewhere else and wouldn't be able to get to me then rudely told me to call the 1800#. so i did. i actually gave them another chance...sorry i did that.

i spoke to a cust service rep who told me on the phone that someone would be at my home betwn 2-4p the following business day. i got a confirmation email saying that my appt was actually btwn 10-12p. i had JUST hung up the phone with her. how can you mess that up?

wait....gets better. the appt day comes...NO ONE SHOWS UP! i was told by cust service that "they didn't know why" bc it was in the system. and blamed the local office. the following day, i called to find out what happened...the customer service rep apologized and got to me earlier than me expected window. i liked him and even put a deposit down on the blinds. he told me that someone would be at my house the next day to re-measure and place the order.

Next day - no one showed. no call. i actually had two more no-shows, reschedulings etc. after that before i finally threw in the towel. i asked for my money back and proceeded to cancel my order. it was THEN that my doorbell rang. It was the empire employee there to re-measure my window.

can't make this stuff up, folks.

DO NOT USE EMPIRE!!!!!!! there are plenty of other more reputable, professional and reliable companies. I will be using one of them.