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
ID
#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.

Empire Today's reply to:

Empire Today - Scam and very unprofessional

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 that we may follow up with you.
Thank you.
ID
#981926 Review #981926 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

We had a very nice salesmen who over promised and his company under delivered. We were away on vacation and cut our trip short 1 day to make sure we were here for the install,which was scheduled for today.

They called this morning and said they could not give a time because it was a custom install. NOT, we were having carpet installed on 4 sets of stairs about 5 stairs each. I wasted my entire day waiting for the installer to show up. I called three times before they finally told me that the installer wasn't coming.

Unbelievable! No apology offered, no reschedule date or time offered.

This is what you call a very poor business model! I'm going to report them to the better business bureau

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
ID
#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:

Empire Today - Customer Care Review

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 that we can follow up with you.
Thank you.
ID
#975732 Review #975732 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Scheduled our carpet for a Friday. It was $2150 worth of work.

Workers said 9-10, husband left work and they called back said 11-12. Husband left work, they never showed he had to call them, they said 1-3. I left work missing a half a days pay to be at the house. By 3 no one showed up.

They told my husband sat morning. I called Saturday morning, they had nothing on the schedule for us. Our entire living room was sitting on our patio & blocking our kitchen waiting for this carpet. They couldn't do anything for us & scheduled for Monday.

I lost 120 in pay on Friday so the $200 they took off meant nothing. Came home on Monday to Mexican music blasting, I had to ask them to turn it down. The workers did no walk through after, and he said if you sign this page it's more money for me..... I know this company hires the *** of the *** companies as out sourced contractors to make the most profit, and boy does it show.

These aren't Empires employees they're side companies they find for every city. Our guy was using an axe! Every time we would call the business they would have no idea what was going on, put some notes in the file Jesus. The carpets amazing, but do some research on the companies you hire.

How awkward for me to be asked to sign a page by the worker so he can get more money....

it's your amendment page. I could hire the same guy on Craigslist, but we thought we were paying for an actual contractor, who has a license & proper tools.

1 comment
Kennidy
#1257850

Dear Customer,

We would like to know more about your concerns and help make things right for you, but we are unable to locate your account with the information posted here. Please send your account information to customersupport@empire-today.com so that we can follow up with you, and mention "Pissed Consumer Post" in the subject line.

Thank you.

Empire Today's reply to:

Empire Today - Stealing my money

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.
ID
#973901 Review #973901 is a subjective opinion of poster.
Service
Empire Today Customer Care
Pros
  • Ripped me off and still lying to me
Reason of review
Return, Exchange or Cancellation Policy
Loss
$2000
Preferred solution
Full refund

Back on Nov 17 I placed an order and paid empire for carpet. I changed my mind and cancelled the order less than two hours later.

I have been getting one lie after another since then trying to get the money back. Every time I call they have a new excuse why they still have my money. It is well past the 15 days that they claim that they need to process a refund. The latest claim is that they mailed the check on the 8th of December from Northlake Illinois going to Plano Illinois and its not here.

The stated that it takes 7 to 10 days for mail to travel that distance.

Total BS . Filing a consumer fraud complaint tomorrow.

3 comments
Kennidy
#1256127

Dear Mr. Finlayson,

We are disappointed to read your post.

We take your concerns seriously and we will investigate this matter further.

Thank you for your patience.

Anonymous
#1256043

I am currently waiting for a call from the corp installing office. I have waited for them 2X this week, changed my work travels, called and confirmed the arrival times for the install BOTH TIMES, moved the furniture 2X, and they have cancelled last minute BOTH of the scheduled installation days.

I am FUMING! This is exact opposite of what they advertise on their commercial! TODAY, I have so far spent 75 minutes on the phone, and still have no install date, and nothing is resolved, and i will have to move the furniture BACK in the room again, and take ANOTHER day off work to be here for the install. This company sucks!

I will NEVER do business with them again or recommend them to anyone!!! The salesman sure could talk a good talk, and it is ALL down hill after that!!!

Kennidy
#1256133
@PissedConsumer1256043

Dear Tracy,

We understand your frustration and regret to hear that you were inconvenienced by this matter. We will be in contact with you soon to learn more.

Thank you.

View more comments (2)
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.
ID
#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

Empire Today's reply to:

Empire Today Flooring Installation Review

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.
ID
#968587 Review #968587 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Waiting for my service to be completed .. already called 5 times ..

no resoluion given.. need to wait for a call in the.

Next 24 hours but it has been 5 days Called in again.. same responde Worst ccustomer service and flooring company ever

1 comment
Kennidy
#1251516

Dear Customer,

We are disappointed to hear about your experience. We want to follow up with you to address your concerns, but unfortunately we are unable to locate your account.

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

Thank you.

Empire Today's reply to:

Empire Today - Customer Care Review

We have read your review and are saddened to hear that this was your experience. Our records show that you have agreed to cancel your order with us. For future inquiries please contact us at customersupport@empiretoday.com.
ID
#955744 Review #955744 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Order processing issue

I had an appointment for Saturday November 12th between 1-3pm. Secretary called at 2:58 to say rep would be an hour late. Needless to say he was a no show.

Customer service called me on Monday, November 14th to offer a $250 discount on flooring of my choice and set a new appointment for Tuesday, November 15th between 7-9pm. This discount was offered because of the "no show".

I called Empire at 8:30pm on Tuesday November 15th for status of rep. I was told Dan spoke to me at 2pm today and confirmed my cancellation. NOT TRUE!! I NEVER spoke with ANYONE.

I asked to speak with the manager. I was cold transferred (twice). After explaining the issue several times I was transferred to Paul. Paul's exact words: "I apologize for the confusion. When can we get you rescheduled?" CONFUSION? Don't confuse confusion with a bold faced lie!!!!!!!!!

I'm so disgusted with this company I could scream! Not to mention I took off work early for the first appointment since I work 1:30 away from home. In addition to no missed calls or voicemail from anyone from Empire on the 2nd missed appointment.

The ONLY thing Paul (manager) was interested in was rescheduling another appointment. Totally dismissing the lack of customer service by his reps.

My issue: at first Paul said I cancelled my appointment for Tuesday. Then he changed it to say the rep called, left a voicemail saying he couldn't make today's appointment. Which is it?

Lies. Lies. Lies.

Truly disgusted with Empire!

1 comment
Kennidy
#1241623

Dear Customer,

We sincerely regret that you were inconvenienced by two missed appointments. We want to follow up with you to learn more, but unfortunately are unable to locate your account with the information provided.

Please email your concerns and account information to customersupport@empire-today.com, so we can further assist.

Mention PC in the subject line.

Thank you.

Empire Today's reply to:

Empire Today - Customer Care Review from Aurora, Illinois

Dear NaKetha,
We regret to hear about your experience and assure you that your concerns are important to us. If you continue to have unanswered questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#950748 Review #950748 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Order processing issue

So we are renting and decided to replace family room carpet in order to plan for cost efficiently we scheduled online what appeared to be a free estimate. I took off work to be available from 8am to 10am and looked forward to having some idea of the cost.

@9:14am from. 630-640-6133. got a call to confirm I would be home. I said yes.

The guy then asks me questions about when we would like to install. I suggested between now and August of next year bc we don't want the cats to resoil the next carpet. He says let me call customer service typically ppl install the next day. Calls me back and says customer service suggest u wait till June eor July to give us a call back.

Are u serious. I called customer service @1 866-724-9426 and then asked for a manager. I explained what happened and they said It was noted I cancelled my appointment. Then said they left a vm with a manager.

*** customer service and *** appointment. Don't waste your time with these guys u as a customer are not a Priority.

1 comment
Kennidy
#1237745

Dear NaKetha,

We regret to hear about your experience and assure you that your concerns are important to us. We will be investigating this matter further and will be in contact with you soon.

Thank you.

Empire Today's reply to:

Empire Today - Customer Care Review from Danvers, Massachusetts

Dear Customer,
We have read your review and are disappointed to hear about your sales experience. We want to make things right, but are unable to locate your account with the information posted here. Please email your concerns and account information to customersupport@empire-today.com, and mention PC in the subject, so we can further assist.
Thank you.
ID
#946991 Review #946991 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Worst customer service I AJ e ever experienced. Sales rep stood me up on my appointment.

Made zero effort to find a parking space and completely wasted my time. Manager blames me and defends sales rep.

I feel like I am in the twilight zone. Disgusted, stay far away from this company with so many other options

Empire Today's reply to:

Empire Today - WORST EXPERIENCE I HAVE EVER HAD.

Dear Joyce,
We have read your review and are disappointed to hear about your experience. We understand that we have been in contact with you regarding this matter, and per your request your order has been cancelled. If you continue to have questions and/or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#946458 Review #946458 is a subjective opinion of poster.
Service
Empire Today Customer Care
Pros
  • Initial contact
Cons
  • Delays
  • Extremely poor customer service
Reason of review
Poor customer service, not telling the truth for the delay and not being able to do the job as promised.
Loss
$1300
Preferred solution
Full refund

I have never had such a horrible experience. Salesperson that came out was fantastic.

Ensured me that Empire was the greatest thing and that any issues that needed to be addressed would be taken care of and that the installers cared about doing a good job and she even provided past experiences with other customers and that the owner was a good Christian man and cared about the quality of his product. Well let me tell you about my nightmare. Once I initially decided to go with Empire, the good vibe cooled off a bit when I had questions about the quote. I overlooked it because she worked from her car and had to travel different places.

Scheduled the appointment in which my son took off from work to help me in case something had to be lifted. Well, Empire called and said they needed to schedule because the truck had broken down. Lie #1; Well things happened and I said ok, because at that point I had no other choice and it would still give me a extra day that my son could help me. (I'm handicapped).

The installers arrived at 2:30 in the afternoon and told me they wouldn't be able to finish, plus they didn't have the piece of plywood need to fix the defect in the floor. Salesperson had said that if anything else would be needed they would simply run out and get it from home depot. So we rescheduled for the next working day which would be Monday. The person that did the rescheduling really didn't care what I did, I could take it or leave it.

So I rescheduled for Monday of the following week. You would think in order to reschedule you would have to look at a schedule so that you would not overbook in which she said she was checking and I also received a email confirming the new installation date. Well lo and behold I received a phone on the day of the new installation date, asking to reschedule because they didn't do installations on Monday. Lie #2, because when I talked to another person he said they do installations but they were probably overbooked.

AT this point I've had and cancelled the job. They offered a discount but it's not always about money. My house is in chaos because I moved everything out to prepare for the installation. THEY LIED because the installers even said there was nothing wrong with their truck.

Bad business. I do not fault the installers because they overbooked their jobs and they want to get off when its time for them to get off. There was a slight language barrier because they didn't understand what I was saying and I didn't always understand what they were saying but they expressed their sorrow for the delay. Mr.

Empire needs to get a handle on the management staff and their condescending customer service people, because their business can go down hill and he will wonder what happen. I had people waiting on me to tell them about my Empire experience and I can guarantee they will not go with them. The only thing is that their explanation for the cancellation will be that, we offered her and discount and she declined the offer.

As I said its not always about money, its fulfilling your promise as a business and providing good customer service. The one that doesn't care about if I accepted the new installation should get some customer service training or maybe do another job where she doesn't interact with people.

1 comment
Kennidy
#1234403

Dear Joyce,

We have read your review and are disappointed to hear about your experience. We understand that we have been in contact with you regarding this matter and we'll continue to follow up until a solution is reached.

Thank you for your patience.

Empire Today's reply to:

Empire Today - Worst experience ever

Dear Customer,
We have read your review and are disappointed to hear that you were inconvenienced by a delay in your installation. We want to make things right, but are unable to locate your account with the information posted here. Please email your concerns and account information to customersupport@empire-today.com, and mention PC in the subject, so we can further assist.
Thank you.
ID
#944636 Review #944636 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Order processing issue

They sold us the carpet and told us they would install in two days. We made arrangements and re-arranged our schedule to accommodate and they cancelled on us 30 minutes before delivery because they didn't have the material.

They were rude and told us that we should understand that they are really busy and can't fill all the orders, and it's not their fault that they didn't have the material we purchased. They had no supervisors to speak to and didn't return our call for 7 days. The sales person wouldn't return our calls, we had to call 20 times and we are 1.5 weeks later and still waiting for the carpet to be installed.

DO NOT DO BUSINESS WITH THEM! They are unorganized, unethical, and completely unapologetic.

1 comment
Anonymous
#1233216

Similar happened to us today in Winston-Salem, NC. They were supposed to install LVT today.

I called customer service yesterday and asked if they could tell us morning or afternoon because we took a day of vacation for carpet installation on Wed. The CS rep was a *** and said no they can't tell you until the trucks are loaded in the am. I kept telling him I didn't want a specific time, just morning or afternoon so we only had to take 1/2 a day. He continued to be a condescending smarta$$ so I hung up....in spite he moved out appt to two weeks later without telling us so we burned a day off work for nothing.

I am beyond PISSED!! Customer service and our sales rep was useless. I called our rep 3 times and he just notified us today at 11:23 that it was cancelled. I just called CS and gave a verbal blistering they offered us a discount for the "inconvenience".....I declined and told them I wouldn't take it if they gave it to me for free.

We just had $2000+ carpet installed on Wednesday.

If this had happened before carpet I would have cancelled everything!! Empire today sucks!!!

Empire Today's reply to:

Empire Today - Customer Care Review from Durham, North Carolina

Dear Customer,
We have read your review and are disappointed to hear that you were inconvenienced by two missed sales appointments. We want to make things right, but are unable to locate your account with the information posted here. Please email your concerns and account information to customersupport@empire-today.com, and mention PC in the subject, so we can further assist.
Thank you.
ID
#943681 Review #943681 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Made an appointment for a free estimate, never showed. Called to ask what happened, "oh please reschedule for an additional 10% off".

Ok, so i did. Again, didnt show or even call!

Empire Today's reply to:

Empire Today - Customer Care Review from Fort Washington, Maryland

Dear Don,
We are disappointed to hear that you were inconvenienced by a missed sales appointment. If you wish to reschedule your appointment in the future please contact us at 800-588-2300.
Thank you.
ID
#939852 Review #939852 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

On line appointment system a total joke. Had late appointment tonight, i called to verify was told sales person would call.

Never called during appointment window. 800 no called well after appointment window closed to rrschedule.

What a wasted evening. Empire today is useless!!

1 comment
Kennidy
#1229583

Dear Customer,

We are disappointed to hear that you were inconvenienced by a missed sales appointment.We assure you that your concerns are important to us, and we want to help. Unfortunately, we are unable to locate your account with the information provided. Please email your concerns along with your contact and account information to customersupport@empire-today.com so that we can further assist.

Thank you.

Empire Today's reply to:

Empire Today - Will never use Empire again

Dear Janice,
Your concerns are important to us and we are glad to know that we have worked with you to reach a solution. For future concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#937755 Review #937755 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Treatment as a consumer
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution

We contracted with Empire Today on September 21st to install hard wood floors in 4 rooms of our home. The installation was originally scheduled for October 3rd (12 days after the purchase) and Empire called on September 26th to confirm October 3rd as the installation date.

On October 1st we were notified that Empire didn’t have enough product to do the installation in their local warehouse & the installation would be rescheduled. We later learned that the product was in the Dallas warehouse & needed to be shipped to Houston but no one had bothered to check the inventory until 2 days before the scheduled installation. No one ever called to reschedule the installation so we finally called and after considerable run-a-round finally got the installation scheduled for October 10th. No one called to confirm but they finally arrived at 9:30 on the 10th but then left at 3pm saying they would return the next day between 7 & 8 am.

They arrived on day 2 of the installation at 9:30am instead of the 7-8 that they promised. They pretty much completed the job except for finishing the borders at the room entrances and around the walls. The left on day 2 around 5pm stating they would go to the warehouse and would be back at 9:30 the next day to finish the job. They never showed and did not call to reschedule.

We were told when we called to inquire about the status that the installers were on another job and the Empire representative rudely stated “you aren’t our only customer”. We never did get an explanation as to why the installers were pulled off our job before it was completed.

When the installer finally arrived to complete the job he was by himself so was unable to move some of the furniture so left without completing the job.

1 comment
Kennidy
#1228206

Dear Customer,

We realize you're frustrated and we'd like to learn more about the situation. Unfortunately, we verify your account with the information in your post.

Please email us at customersupport@empiretoday.com so we can follow up with you.

Thank you.