Product: Empire Today Customer Care Clear all filters (55 of 55 reviews match)
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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.

Empire Today's reply to:

Empire Today - The Worst Experience I Have Ever Had

Dear Natasha,
We sincerely regret that your experience with us was not a positive one, and understand that your order was cancelled per your request. If you continue to have questions or concerns, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#1013653 Review #1013653 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Rude customer service reps
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

If you want great customer service and you want to work with an honest company, I would not recommend using Empire for any type of purchase or install. We scheduled to have the carpet in our entire house replaced almost 2 weeks ago.

I called Empire the Friday before the install date to confirm everything, and I was told our install had been rescheduled. No one contacted us to tell us anything. On top of that, the customer service rep was very rude. When I told him we scheduled our install almost two weeks ago, and we expected them to honor what we were told, he said, "well what do you want me to do about that".

I ended up speaking to one of the managers there, Edgar, and he called the installers and told me that we were on their schedule to have our carpet installed on Saturday, like we were told. The Rep that sold us the carpet even sent me a screen shot of our order and install date. We cleared out every closet in our home, and moved everything off all tables and sat around waiting all morning for the installers to show, but they never did. I called Empire to find out what was going on, and they told me we were dropped from the schedule and there was nothing they could do about it.

Everyone I spoke to had a very nonchalant attitude and treated me as if my business meant nothing to this company. I spoke to another manager, Joel, and told him what was going on, and he basically said, well all we can do for you is reschedule you, that's it. I told him I wanted my deposit back because I didn't like that fact that we scheduled this install almost two weeks ago, and Empire changed the install date twice without letting us know, and then treated me like they didn't care about the time me and my family spent preparing our home for the carpet to be installed. I had to go back and forth with Joel about getting my money back because they were not trying to issue us a refund, and I finally had to tell him that I would write a review letting everyone know how they tried to rip us off and not give us our deposit back after Empire was the one that screwed up our order.

I also asked for a phone number or address to the corporate office to let someone else know about the problems we have had with this company, and Joel told me they don't have a corporate number or address and that there was no one else I could speak to. I have never been so stressed and treated so rudely from a company we were dealing with to have work done on our home.

We recently had windows and doors replaced and had an amazing experience with the other companies we worked with. If you want to deal with an honest company that will respect your business and not talk down to you, find another company.

Empire Today's reply to:

Empire Today - Customer Care Review

Dear Charles,
We understand that your time is valuable and sincerely regret to hear that you were inconvenienced by a missed sales appointment. We will be in contact with you shortly to discuss your concerns, and make things right.
Thank you.
Review
#993074 Review #993074 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

I set a appointment to get a quote and no one showed up or called. The next day I received a email saying they would like to talk about my options with the quote I received.

I replied to the email and explained that they were a no show and I wasn't very happy about waiting around for nothing. Still haven't received a response.

Empire Today's reply to:

Empire Today - Customer Care Review

Dear Lisa,
We sincerely regret to hear that you were inconvenienced by a missed sales appointment. We understand that your time is valuable, and we will be in contact with you shortly to address your concerns.
Thank you.
-Empire Customer Support
Review
#987067 Review #987067 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Set an appointment for a Saturday morning between 9 and noon. Supposed to be a 50/50 sale on flooring and installation that ends Friday so I was pretty excited to order my flooring.

After taking my Saturday morning off work and locking my dogs in the basement I get a call saying the salesman cancelled.

When I called to make a complaint the customer service agent said she would get a manger on the line and then hung up on me. Terrible experience and I will post on Facebook and Twitter and tell everyone I know how Empire conducts business.

Dear Customer, We sincerely apologize for the inconvenience that this matter caused for you. We understand your frustration and would like to follow up with you to learn more. Please email your concerns and account information to customersupport@empire-today.com so...
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Review
#981926 Review #981926 is a subjective opinion of poster.
Service
Empire Today Customer Care
Empire Today's reply to:

Empire Today - Customer Care Review

Dear Robert,
Thank you for bringing your concerns to our attention. We are disappointed to hear that your concerns have not yet been addressed. We assure you that we take matters such as this one very seriously, and we will be in contact with you soon.
Thank you.
-ET Customer Support
Review
#976694 Review #976694 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Came out and gave us a quote but when it came to repairing had excuses. They stated they would get back with us within 24 hours.

We have not heard from them since. Robert mc nabb

Empire Today's reply to:

Dear Ms. Collins, We would like to know more about your concerns and help make things right for you. Unfortunately, we're unable to locate your account with the information posted here. Please send your account information to customersupport@empire-today.com so...
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Review
#975732 Review #975732 is a subjective opinion of poster.
Service
Empire Today Customer Care
Dear Mr. Finlayson, We understand that we have been in contact to you in regards to your concerns, and have offered a fair solution. If you continue to have questions please email us at customersupport@empire-today.com. Thank you.
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Review
#973901 Review #973901 is a subjective opinion of poster.
Service
Empire Today Customer Care
Empire Today's reply to:

Empire Today Carpeting Review

Dear Customer,
We regret to hear about the lack of follow up that have received. We take every customer concern seriously and we would like to follow up with you to learn more. Unfortunately, we are unable to verify your customer information. 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 you. We look forward to hearing for you.
Thank you.
Review
#969609 Review #969609 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Order processing issue

100 percent agree with these posts. Worst customer service of any company.

Quick to schedule an appointment and take a deposit, but not so quick to follow up to changes. Representative cannot be reached except through their 1800 number. He claims he is trying to contact the regional office as he has moved from the area and I never get a call back. No one answers the regional number in Nashville and messages do not get returned.

According to the telemarketing team there is only one number to corporate office and it routes you back to them.

6 calls in two weeks, no flooring, no communication from them and don't figure I will ever see my deposit. But I guess they won't ever read this message

Dear Mr. Barsanti, We regret the lack of follow up that you initially received, and understand that we have since completed your installation. For any additional concerns please contact us at customersupport@empiretoday.com. Thank you.
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Review
#968587 Review #968587 is a subjective opinion of poster.
Service
Empire Today Customer Care