Product: Empire Today Customer Care Clear all filters (54 of 55 reviews match)
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Empire Today's reply to:

Empire Today - Worst experience in home improvement EVER!

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 did not meet your expectations, and assure you that we take matters such as this one very seriously. We’ll be in touch with you soon to learn more.

Thank you.
-ET Customer Support
Review
#1116488 Review #1116488 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service
Preferred solution
None, letting company know about seller
Tags
  • Bad dealer service

The team member that came out to my home to give me a quote preferred to tell me about his side business as a car salesman and tried to sell me a Tesla! Wow, My wife and I both had to remind him that we are in the market for new laminate flooring for my whole house.

We just bought a new vehicle six months ago! We were not offered a quote of any type other than being handed a tablet with a price of $6.40 per sq ft. I asked for some formal quote on paper and was told that Empire does not offer a quote, it is for visual purposes only. At $6.40 per sq ft for laminate, that is and outrageous price.

We were prompted about 6 times for a $25 deposit before we basically had to ask the guy to go. Once he understood that we are not going to make a deposit, he very quickly packed his samples and was gone, didn't even ask for directions out. I simply can't believe as a business owner myself, that a company this large operates in this manner.

An email through the Empire website resulting in no response after four days. I currently have an appointment with another flooring company that has already via phone exceeded the customer service of Empire

Empire Today's reply to:

Empire Today - DO NOT USE THEM! TERRIBLE CUSTOMER SERVICE

Dear Jennifer,
For over 55 years, our focus has been giving our customers an exceptional customer service experience from beginning to end. At our core are the values of respect, integrity, teamwork, “customers first”, and the quality results that our brand commands.

We regret to hear that your initial sales experience did not meet your expectations. We truly apologize for the inconvenience, and we’ll be following up with you shortly to further address your concerns.
Thank you.
-ET Customer Support
Review
#1107041 Review #1107041 is a subjective opinion of poster.
Service
Empire Today Customer Care
Pros
  • Customer service
  • Honesty
Cons
  • Lack of respect
  • Customer service is non existent
Reason of review
Poor 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!

Empire Today's reply to:

Empire Today - Worst experience ever I mean ever

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 understand that your order was cancelled per your request. Please email us at customersupport@empire-today.com if you wish further assistance.
Thank you.
Review
#1103095 Review #1103095 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Lack of caring
Reason of review
Poor customer service
Preferred solution
Training for employees at all levels

Called Empire out got a quote got financed they came out and OH MY GOD didn't want to move furniture and told me I have to take apart bed which none of this was explained to me previous, came right past my front door taking pictures of my home without my permission I called their customer service the installers cursed them out in my home and was hollering at them when i don't do that in my home with my wife there said they not doing it and left. Terrible.

tried to call salesman he never called back. A friend of mine said the same thing

Empire Today's reply to:

Empire Today - Absolutely horrible

Dear Lindsey,
From pre to post installation, we’re committed to consistently providing our customers with the best quality service nationwide.

We thank you for bringing your concerns to our attention, and are aware that your refund was successfully processed. If you continue to have questions and/or concerns don’t hesitate to contact us at customersupport@empire-today.com.

Thank you.
-ET Customer Support
Review
#1090303 Review #1090303 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Return, Exchange or Cancellation Policy
Loss
$2043
Preferred solution
Full refund

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.

Empire Today's reply to:

Empire Today - Terrible company!

Dear Tina,

We strive to leave a positive impression from the start of your sales appointment until the completion of your installation. Customer satisfaction is our number one priority, and your concerns are of much importance to us.
We regret to hear that you were inconvenienced by this matter, and we’ll be following up with you shortly to work with you towards a resolution.
Thank you for your patience.

-ET Customer Support
Review
#1074838 Review #1074838 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Lack of respect
Reason of review
Poor customer service

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!

Empire Today's reply to:

Don't Call Empire Today

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 matters such as this one very seriously. We’ll be following up with you shortly to further review your concerns.
Thank you.

-ET Customer Support
Review
#1070352 Review #1070352 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Any of it
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Price reduction
Tags
  • Delays
  • Flooring Installation
  • Poor Communication
  • Poorly Trained Staff

Do not use Empire Today in the Austin/San Antonio district. This has easily been the worst customer service experience I have ever had.

This has been an absolute nightmare. The notes on our account with customer service is probably 5 pages long. We know the GM by first name: Rex Its evident their respective departments do not communicate and work independently to a fault. The Sales department hooks you, Installation sub-contracts at the lowest price, and Customer Service is just a messenger service to the various employees in charge of the customers job.

Here is an abridged version: -5 rooms: 2 laminate; 1 tile; 2 carpet (originally laminate). -Paid in full up front. -Scheduled the installation on our honeymoon so the house could be empty for the job; my sister took off work for the install. -Scheduled May 25 and as of July 5, 1 room left -Sales Rep informed us of potential extra installation costs, but contractor quoted $2000 to level floors to install laminate in 2 rooms; if wed been told by the Sales Rep, the individual responsible for quoting the job, that laminate flooring would be significantly more then we wouldve chosen carpet.

-1st contractor advised us to cancel the contract with Empire so he could do the job $500 cheaper. Seriously. -Scheduled and rescheduled more than 5 times because Ive lost count -GM Rex plays phone tag. He would call and leave a voicemail at 4:45 P.M.

on a Friday, but call back within 10 minutes and Customer Service picks up and directs you to his voicemail. This happened twice. -8 hour windows; lucky if they show up -Wife and sister lost days of income from waiting around for contractors that never showed up -Brought wrong color carpet the first time. -Scheduled one room for July 4th.

It seemed odd so we called Customer Service multiple times to confirm the date and time which they verified.

The evening of July 3rd, they call to confirm the 5th We are just ready to wash our hands of them and their business. I just want to tell as many people as possible do NOT use Empire Today.

Empire Today's reply to:

Empire Today - Not reliable

Dear Jody,
We are committed to consistently providing our customers with the best quality service nationwide, and view every customer purchase not as a one-time event, but as the beginning of an ongoing partnership.

We thank you for being a repeat customer, and assure you that your concerns are important to us. We will be following up with you shortly to address your concerns.
Thank you for your patience.
-ET Customer Support
Review
#1054606 Review #1054606 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Not reliable
Reason of review
Poor customer service
Tags
  • Didnt Show Up Ontime

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.

Empire Today's reply to:

Empire Today is horrible

Dear Jenny,

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.

Your concerns are important to us and we’ll be following up with you shortly to learn more and start working towards a resolution.
Thank you for your patience.

-ET Customer Support
Review
#1046922 Review #1046922 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

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!

Empire Today's reply to:

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

Dear Cheryl,

Customer satisfaction is our top priority, and our goal is for each customer to have a positive experience from start to finish. We value each transaction not as a one-time event, but as the beginning of a continuous relationship.

We appreciate you bringing your concerns to our attention and are aware that we are currently working with you towards a solution. We’ll continue to follow up until a solution is reached.

Thank you.
ET Customer Support
Review
#1040348 Review #1040348 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service
Loss
$5000
Preferred solution
Full refund

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.

Empire Today's reply to:

Empire Today - Horrible - Worst Customer Service of my life

Dear Kelli,
Your satisfaction is important to us and we are happy to know that since your post, your concerns have been addressed to your satisfaction. If you continue to have questions and/or concerns please email us at customersupport@empire-today.com.
Thank you.
-ET Customer Support
Review
#1024015 Review #1024015 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Enitre dealing - never again
Reason of review
Poor customer service
Loss
$100
Preferred solution
I want the old carpet removed from my property and I want money taken off.

My experience with Empire Today has been horrible. They came to install my carpet on Monday March 13, 2017.

They had to come back and finish the carpet and they didn't show up until three days later. Then they put all the old carpet and padding out on my curb. They did not cut it up and I had paid for them to remove it. It has now been over a week and the old carpet is still laying on the side of my curb.

My trash company will not take it because it is just sitting in huge piles. They offered to refund my charge for them taking the carpet and they said they would cut it up for me. No one has ever showed and now I am going to have to cut it up after it has sat there in the rain for over a week. Then I am going to have to pay my trash service to pick it up.

I have called every day and spoke to customer service. I have spoke to Craig Cline the Installation Coordinator, Vincent Storm the Installation Manager, Edgar the Supervisor of Call Center and I have left messages with Diane and Matt with no return call. Needless to say I can't believe I paid over 3000 for this service. I will never recommend their service to anyone I know.

This has been the worst service I have ever received from anyone. It is sad when upper management won't even call you back.