Empire Today's reply to:

Empire Today - Customer Care Review from Valley, Alabama

Dear Kesia,
We are sorry for the inconvenience that this matter caused for you. We show that we have since spoken to you and offered an accommodation. For future inquiries please contact us at customersupport@empiretoday.com.
Thank you.
ID
#936490 Review #936490 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

I have been calling customer service for over a month trying to get my money back for the things I did not get done and all I keep getting is the run around. Customer service is awful with this company, but I love my floors so I guess I like the contractors.

1 comment
Kennidy
#1226836

Dear Customer,

Thank you for bringing your concerns to our attention. Your satisfaction is important to us and we regret that your experience was not a positive one.

We would like to help make things right for you, but unfortunately, we cannot locate your account with the information posted here.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.

Empire Today's reply to:

Empire Today - HORRIBLE CUSTOMER SERVICE

Dear Customer,
We have read your review and are disappointed to hear that your experience with us was not a great one. We want to help, but are unable to locate your account with the information posted. Please email both your account and contact information to customersupport@empiretoday.com for further assistance.
Thank you.
ID
#915035 Review #915035 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

My husband and myself have been searching for a reputable carpet company.. called up Empire in Tacoma,WA was greeted with disdain. asked about an estimate and how much for install and was met with rudeness and treated me like i'm dumb. I highly suggest that you never ever ever call them. I told the guy well you wont be getting my business *** and hung up. apparently i need to use 100 words so here goes...........................................................................................................................................................................................................

1 comment
Kennidy
#1210189

Dear Customer,

We have read your review and are disappointed to hear that your experience with us was not a great one. We want to help, but are unable to locate your account with the information posted.

Please email both your account and contact information to customersupport@empiretoday.com for further assistance.

Thank you.

Empire Today's reply to:

Empire Today - Awful customer service

Dear Customer,
We regret to hear that you feel this way and assure you that we want to help. Unfortunately, we are unable to locate your account with the information given. Please email your concerns to customersupport@empiretoday.com for further assistance.
Thank you.
ID
#914805 Review #914805 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Let the company propose a solution

You will probably find the initial contact to be extremely positive, polite and cordial but after installation and overcharging you, you will never hear from them.

Forget claims o credits!!

This is a company so far away from following up with their promises. Save yourself all the painful dealings with a bureaucratic, awful company. The fact that the company doesn't have an office or place were you can walk in and complaint, makes them feel empowered. Customer service never answers, and when they do, they have the worst attitude. They won't put you through any managers, they will leave you on hold until you hang up.

Your salesperson sho claims to be a sales manager at the sales appointment, will never call you back.

I believe the company has no clue how to run a true customer service oriented business. You will hear about their customer service comparison to apple......do not believe that. The customer service resembles a Wal-Mart. Truly disappointed.

Stay away!!!

Empire Today's reply to:

Empire Today - One of the Shadiest and *** Poor Orginizations

Dear Shasha, We regret the you are dissatisfied. Please email us at customersupport@empire-today.com with your contact information and we will ensure someone contacts you soon to discuss your situation.
ID
#910083 Review #910083 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Do not use EMPIRE for any of your flooring needs. Go elsewhere. Look at the reviews with BBB or Consumer Affairs, or any other site for that matter.

THEY ARE NOT A GOOD COMPANY! They are dishonest and will cheat you out of anything if you let them.

They installed carpet in my house. The worker who installed my carpet stole the extra carpet that I paid for that wasn't used. Lied about it to my family. When i called Empire today to go over the issue, they refused to discuss it saying that the measurements used to do carpet is information they cannot give out. Who can you charge me for a product then tell me the details of said product is not something you can share with me? Their resolution of said issue is is laughable.

Their customer service is honestly the worst I have ever seen, and as a former employee of BBB, I have seen bad companies.

DO NOT USE EMPIRE EVER!!!! There is more to this story but typing more wont make them any less of a terrible company.

1 comment
Anonymous
#1206674

We regret the you are dissatisfied. Please email us at customersupport@empire-today.com with your contact information and we will ensure someone contacts you soon to discuss your situation. Please reference pissedcomsumer.com posting in the subject line.

Empire Today's reply to:

Empire Today - Customer Care Review from Pittsburgh, Pennsylvania

Dear Laura,
We take your concerns very seriously and would like to follow up with you to learn more. Unfortunately, we are unable to locate your account with the information provided. Please email your concerns and account information to customersupport@empiretoday.com so that we may further assist you.
Thank you.
ID
#905414 Review #905414 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

So we spent the weekend preparing our house for our carpet installation from Empire Today. We made this appointment 30 days ago.

They confirmed last week. All of my furniture is under a tarp on my deck. Today they call me and cancel the installation because they overbooked? When we made this appointment, the day "was wide open." They told us there was nothing they WOULD do about it.

Spread the word! This company has the worst customer service.

1 comment
Kennidy
#1202717

Dear Customer,

We understand that your time is valuable and sincerely regret that you were inconvenienced by a missed installation appointment. We want to help, but are unable to locate your account with the information given.

Please email us at customersupport@empiretoday.com with your account and contact information.

Thank you.

Empire Today's reply to:

Empire Today - No show twice for appointments

Dear Emmett,
We have read your review and sincerely regret that you were inconvenienced by a missed sales appointment. We understand your frustration and assure you that your concerns are very important to us. If you wish to further continue with our services please contact us at 800-588-2300.
Thank you.
ID
#900947 Review #900947 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • No shows
Reason of review
Poor customer service
Preferred solution
Don't call me again. you can't make things right, but you need to see what your problem is.

We had an appointment last Friday, August 12 for an Empire consultant to come and measure to give us an estimate for our project. Got a phone call after the no show to set another appointment by a scheduler out-of-state.

Set one for Monday, August 15 between 9-1:00. No show and no contact. Poor business person in the Austin area. Empire should not be associated with poor consultants if they expect business.

Obviously their employee favors long weekends or they only take appointments really close to their business location in Buda - south of Austin.

There isn't much more to say than I wasted two days waiting for a no-show. Poor poor poor company representation.

1 comment
Kennidy
#1199363

Dear Customer,

We have read your review and sincerely regret that you were inconvenienced by a missed sales appointment. We understand your frustration and assure you that your concerns are very important to us.

We want to follow up with you, but are unable to locate your account with the information posted.

Please contact us at customersupport@empire-today.com with your account and contact information so we can follow up with you.

Thank you.

Empire Today's reply to:

Empire Today Customer Care Review from Wayne, Pennsylvania

Dear Customer,
We take your concerns seriously and is disappointing to know that your experience was not a positive one. We want to help make things right, but are unable to locate your account with the limited information given. Please write to us at customersupport@empiretoday.com, with the word pissed consumer in the subject line, so that we can address your concerns.
Thank you.
-ET Customer Support
ID
#886897 Review #886897 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Bad customer service! First floor installation had to be rescheduled and the day of the reschedule the guy never showed up.

The third time trying to have this project done the guys came and took our money and left saying they were going to Home Depot. They never came back. We cx the order altogether. Still waiting for our refund.

Also no one ever calls u back. When all of this was going down we called the guy who first ever came to our home and showed us everything. His name was Preston. He also never called us back.

I guess that's what u get from a guy who comes to sell u something and he's standing there with his zipper down. We will never ever call them or recommended them to anybody.

It's been a total nightmare!! And if we don't get our refund, the next call we make is to the police!!

Empire Today's reply to:

Empire Today Customer Care Review from North Richland Hills, Texas

Dear Customer,
We are sorry you feel this way and assure you that we want to help. Unfortunately, we are unable to locate your account with the information provided. Please contact us at customersupport@empiretoday.com so that we can help address your concerns.
Thank you for your patience.
-ET Customer Support
ID
#886849 Review #886849 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

Worst customer service ever. Once they get your money they completely ignore you.

They say they are getting help but never return calls. They've had our money almost a month now and job still not done even though they keep confirming dates and don't show because they are out of product.

They say they will offer us compensation but that was a big lie. I will never do business or recommend empire today

1 comment
Anonymous
#1189701

We literally had the EXACT same experience. Today was the second (confirmed) day we were scheduled for and I had to call to find out what was going on.

They give you B.S.

and a runaround and offer $200 off. I told them to refund my card and I'll never do business with them again.

Empire Today's reply to:

Empire Today - The worst customer service

Dear Patricia,
We have read your review and sincerely regret that your experience has not been a positive one. We apologize for the lack of follow up that you received, and we'll be in contact with you soon to address your concerns.
Thank you for your patience.
-ET Customer Support
ID
#885308 Review #885308 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Endless phone tree
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Beware! After 1 hour and 7 minutes on hold - hoping I would hang up I guess - on their 1-800 number I got no satisfaction and basically was sent in an endless loop of phone tree pass offs.

Absolutely the worst customer service I have encountered in any business. No one has a direct phone number, no one can be reached, you are basically screwed as soon as the salesmen leaves your house. DIt is my opinion that flooring is merely a front for Empire's real business which is 29% financing.

STAY AWAY FROM EMPIRE - a dirt floor would be preferred to having these shady characters in your home.

Empire Today's reply to:

Empire Today - Empire carpet, tardiness and lack of compassion, major inconvenience

Dear Nicolas,
Thank you for bringing your concerns to our attention. We understand that we have followed up with you and addressed your concerns. For future questions please contact customersupport@empiretoday.com.
Thank you.
ID
#881797 Review #881797 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Customer service
  • Many things
  • Delays
Reason of review
multiple isssues, price, delays and customer service
Preferred solution
rapid resolution and installation, price reduction, contact and compassion
Update by user Jul 13, 2016

Unbelievable, still waiting.

Original review posted by user Jul 13, 2016

My carpet was scheduled to be installed on july 13th, 2016. I received confirmation calls the day before and the morning of. An hour before the installers were scheduled to arrive we received a call stating that the carpet was out of stock.

My house has been cleared. My wife and I are took the day off of work, $$. The kids are at a sitter, $$.

Empires response was one of zero compassion and zero willingness to give us revolution. You can tell that they are so used to dealing with this issue that the customer service reps have no patience and quickly go on the defensive and get quickly irritated.

I am still waiting to hear back from them, and now their voice mailboxes are full. Funny, empty in the morning and able to accept messages, full by noon (complaints I am sure).

As far as the 50% off sale, it is all tactic. Carpet is a commodity, brands have to stay competitive or they go out of business. Empire will tell you that their carpet costs twice as much and you are getting the sale. Don't let that fool you. Shop around and you will see that empire is right in line with other businesses. If you do pay a few hundred more for a local company, realize that you will likely get much better customer service and that the smaller companies will likely take ownership of their product and installation. Empire on the other hand has a team in place that is trained to beat around the bush and offer you delay after delay. Good luck getting a rep, sales or management that is willing to go the extra mile for your satisfaction.

2 comments
Julee
#1184728

So far no one has contacted me. I have made effort at contacting empire throughout the day.

Lots of messages for management and customer service reps don't seem to have access to any relevant information or have any authority. So it's 5:00 pm, day of install. Install was originally promised to be started at 8 am by sales rep. As it sits, I have received no contact other than my calls.

You say you want to make it right for me. What's your plan? I would request an installation time and a reduction in price. My house has been cleared out, I suppose we will leave it like that until we here back.

What is my inconvenience worth? I was offered a 200 discount.

That is a slap in the face when I went out of my way to be ready for you. It's not on me, it's on you.

Kennidy
#1184682

Hello Mr. Boatner,

We sense your frustration and sincerely regret the issues that you experienced.

We want to help make things right for you, and will be contacting you soon to address your concerns.

Thank you.

-Empire Customer Support

View more comments (1)
Empire Today's reply to:

Empire Today - Not Sure Sold By Empire Review from Denver, Colorado

Dear Linda,
Thank you for making us aware of the issues you were experiencing. Our records show that we have addressed your concerns. For future questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#870479 Review #870479 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service

My carpet is 7 months old. I started calling them a month after being installed because it was flat as a pancake.

Their costumer service is a joke. They sent someone out a month ago and AGAIN NO response from them. I want the carpet removed and a full refund. Very very upset with that company.

DON'T USE THEM.

LINDA SONN DENVER. 303 698 0607

1 comment
Anonymous
#1176744

Dear Linda,

Thank you for making us aware of the issues you are experiencing. We are disappointed to know that your product is not meeting your expectations.

We want to help resolve this matter soon and will be following up with you shortly to discuss your concerns.

Thank you.

-Empire Customer Support

Empire Today's reply to:

Empire Today - Horrible Experience

Hello Keith,
We never want our customers to be disappointed in our services and regret that your experience was not a great one. We understand that your order was cancelled. If you continue to have questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#858658 Review #858658 is a subjective opinion of poster.
Service
Empire Today Customer Care
Reason of review
Poor customer service
Preferred solution
Full refund

After multiple attempts to have carpet installed, and spending now around 6 hours within 3 days trying to resolve the existing issues, I cancelled my order and have filed multiple complaints against Empire. I was lied to, hung up on, and given a great deal of misinformation.

I wouldn't recommend this company to anyone, and I'm curious how they are even still operating given the numerous complaints I have found with the same issues. I went as far as talking with their cooperate office and after multiple conversations nothing was resolved and I have scheduled with another company to have my carpet installed.

This has been the worst customer experience I have ever had, and it was consistent in every level of their organization.

1 comment
Kennidy
#1168014

Hello Keith,

We have read your review and are sincerely sorry to hear that your Empire experience was not a great one. We never want our customers to be disappointed in our service, and we will be contacting you tomorrow to discuss the situation in more detail.

Thank you for your patience.

-Empire Customer Support

Empire Today's reply to:

Empire Today - Wood flooring fraud

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.
ID
#858075 Review #858075 is a subjective opinion of poster.
Service
Empire Today Customer Care
Cons
  • Customer service and product was not what i originally chose
  • Dishonest sales woman
Reason of review
wrong product, poor cust. serv.
Preferred solution
Install wood floor for price promised and paid.

STAY AWAY FROM EMPIRE TODAY FLOORING COMPANY

From the time you call the number 800-588-2300 you will be pulled into their *** of:

1. Smiling deceitful sales staff who will bait and switch products on you;

2. Change products and pricing and say you authorized it;

3. Send a clueless installer who knows little to nothing of what he is doing; and

4. Blame the whole horrific experience on you.

5. If you think Customer Service is your friend, FORGET IT.

Find a HomeDepot, Lowes or a flooring company where you go in to pick out your product. Stay away from EMPIRE TODAY FLOORING.

1 comment
Kennidy
#1167470

Dear Customer,

We regret that your Empire experience was not a great one. We would like to follow up with you to discuss your experience in more detail and help make things right for you.

Unfortunately, we cannot locate your account with the information posted here.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.

Thank you.

Empire Today's reply to:

Empire Today - 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.
ID
#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.

1 comment
Kennidy
#1158372

Dear Pam,

We have read your review and acknowledge your concerns. We are disappointed to know that you did not receive a proper follow up before your installation.

We will follow up with you shortly to help address this issue.

Thank you.

-Empire Customer Support

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.
ID
#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.