Product: Empire Today Customer Care Clear all filters (55 of 55 reviews match)
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Dear Ron, We pride ourselves in making beautiful new floors easy for our customers, and strive to accomplish this by providing exceptional customer service from beginning to end, starting with our sale appointments. We’re disappointed to hear that your sales experience...
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Empire Today Customer Care
Tags
  • Bad dealer service
Review #1116488 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today - DO NOT USE THEM! TERRIBLE CUSTOMER SERVICE

Believe the bad reviews. They are terrible. I am glad I found out before buying anything from them. They didn't show up for the initial appointment and then both customer service people could only offer "no problem" rather than "we apologize for the inconvenience." I can only image the problems with actually working with them. The second one I spoke to actually just hung up on me rather than apologize. I read the bad reviews but thought they can't really be that bad...now, I think they probably are. Go to Home Depot or anywhere else. Dont use Empire. The discount is not worth the total lack of customer service. These guys suck!
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Empire Today Customer Care
Review #1107041 is a subjective opinion of poster.
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Dear Dewitt, We strive to leave a positive impression from our sales appointment until post installation, and commit to making beautiful new floors easy for all of our customers. We are disappointed to hear that your experience did not meet your expectations, and...
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Empire Today Customer Care
Review #1103095 is a subjective opinion of poster.
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Empire Today - Absolutely horrible

I am still waiting for my $2K refund to hit my account. Apparently Empire "couldn't find the payment" which is why my refund has not been processed (even though I received a confirmation email the day I made the payment and it hit my credit card immediately). We had a pretty horrible experience with Empire and I will definitely not be using your company again or recommending you to anyone. This was a carpet installation for a business that was scheduled almost a month in advance of the installation. We set a date and asked Empire to confirm they were available to do it on this day, which they did. We then asked our tenants to be out of the office on that Friday and to disconnect and move all their computer equipment prior to the installation. The day before we asked empire to confirm what time they would arrive for the installation. They informed us that we would have to call the national number in the morning, however it would most likely be between 8 and 10 am (this should have been a red flag - not sure why you are scheduling the installers the day of). We arrived at 8 am on Friday in preparation for the installation. I called Empire immediately to see when they would be arriving, I was told to call back. This happened about 5 more times until I was eventually told that they did not have enough installers that day and that they would have to reschedule. I was pretty annoyed at this point, but I agreed that we could have the installation done the next day. I also made it clear that we needed the installation done before Monday morning since this is when the tenants were returning to the office. We live about an hour away from the office so we requested an afternoon installation with our sales associate, Gary. Gary said this shouldn't be a problem. At 9 am the next morning we get a call from the installer saying he was at the office and ready for the installation. We were pretty confused and told him the installation was supposed to be in the afternoon, he then told us "it was not his problem" and to contact the national line. We then tried to see if someone else could come out and meet him last minute, however by the time I got in touch with the national line he was already at a different job. I then called 5 more times (I seriously spent my entire morning on the phone with your company) to get an update on the timing of the installation. I then finally was told that they would have to reschedule again because we had requested a morning appointment (um what?!) and they did not have enough installers. I was pretty furious at this point. Your employees were rude, disorganized, and unhelpful. I was also hung up on at one point when I asked to speak to a supervisor. When I called the installer back he said I had the wrong number. I have asked for my money back and I will never use your company again. We found a new local company who did the carpet installation the next day. I lost 2 days of rent because of Empire and I have very angry tenants who had to be out of the office for numerous days. Hopefully you will learn from your terrible reviews and fix your company. This was seriously one of the worst customer service experiences I have ever dealt with. I am hoping I receive my refund within the next couple of days and don't have to take this to small claims court.
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Empire Today Customer Care
Review #1090303 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today - Terrible company!

This is the worst company with whom I have ever attempted to do business. No one showed up for the scheduled in home estimate. I called 20 minutes before the end of scheduled time at which time the woman with whom I spoke informed me, after an unsuccessful attempt contacting the representative, "he still has 20 minutes, ma'am." At 5 minutes after the scheduled time ended, I called again, and got disconnected. I waited thinking they would call me back. They did not. I called again at which time I got disconnected yet again. Shockingly no one called me back. The third time I called, the woman said, "I'm sorry ma'am. I can offer you $50 off your purchase." As tempting as THAT sounded...I would never enter into a contract with these clowns!
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Empire Today Customer Care
Review #1074838 is a subjective opinion of poster.
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Empire Today - Love the guy Paul

Paul was most helpful and courteous to me, he measured my bedroom for a laminated floor, He was very precised and gave me a great quote that I could not turn down. we scheduled a date to put my oak laminated floor and I cannot wait to see the finish product.. I was very pleased with this company and I would recommend them to my family and friends. He even went out to his car to get me samples I could choose from, made recommendations for the floor boards so I went with the white as he had sugggested, Very personable guy and came at the exact time our meeting was scheduled. Thank you very much Jean
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Empire Today Customer Care
Pros
  • Honesty
Reason of review
Good customer service
Review #1073919 is a subjective opinion of poster.
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Empire Today's reply to:

Dear Jessica, For over 55 years we have been committed to help customers find quality Carpet, Flooring and Window Treatments, and strive to leave a positive impression from start to finish. We appreciate you making us aware of your concerns, and assure you that we take...
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Empire Today Customer Care
Tags
  • Delays
  • Flooring Installation
  • Poor Communication
  • Poorly Trained Staff
Review #1070352 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today - Not reliable

I made an appointment with empire and 15 min before the window was up they called me to tell me they would be an hour late. I had to get to work. tried to reschedule but nothing available for days and since this is a rental that I was waiting at, I needed to get it done. told them I would wait. waited an additional hour and a half with no one showing up. called to find out what was going on and was told I rescheduled. total ***. This is the second time this has happened with them over the past few years. Customer service rude and couldn't care less. This must happen all the time.
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Empire Today Customer Care
Tags
  • Didnt Show Up Ontime
Review #1054606 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today is horrible

Hands down the worst company ever to deal with. We had an in-home estimator who missed the appointment and called last minute to cancel. Then came the next day half drunk and threw carpet sample books all over my brand new wood floor and against my freshly painted wall. Nonetheless, we accepted the quote and scheduled the installation of the stair carpet runner and fully carpeted stairs into the basement. The day of the appointment came, I took off work to wait for the installers, no show until 6:30pm then proceeded to tell us that they didn't have the equipment and will be back the next day at 9am. Next day, no show at 9am. Called the installers who barely spoke English to only be told that he isn't coming back because he doesn't have the equipment to do the runner and to call customer service to reschedule another crew. We called and got another appointment. The day of the install, again took off from work to wait, no show. Get a call at 5pm to tell us that they are not coming because they are running late. We canceled the entire order. No follow up from customer service nor the drunk sales rep who sold the job. I guess they don't give a *** about customers or their reputation. Beware of dealing with Empire Today. It is the worst!
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Empire Today Customer Care
Review #1046922 is a subjective opinion of poster.
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Empire Today's reply to:

Empire Today - Still waiting for you to fix my floor HELLO

NO Honestly, your customer service and stand by your product is less than poor. Where is my warranty and why do you not follow up after I spent thousands on your floor. Completely dissatisfied. Jennifer needs to work on her follow up with customers and fixing their promised guarantee. Could be held liable in court, just do right by your customers. A company like this should be honest and reputable but Empire strikes out. Hard working American gets ripped off again. Do the right thing, stand by your products and your customers. Sick and tired of getting ripped off. do the right thing and fix my floor that is less than a year old and sloppy sloppy work by your crew.
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Empire Today Customer Care
Review #1040348 is a subjective opinion of poster.