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Empire Today's reply to:

Empire Today in Newark, New Jersey - Salesman doubled the price

Mr. Newmark, as a member of the Customer Service Management Team for Empire, I wanted to let you know that we review each and every concern that is brought to our attention. I apologize that that the experience didn’t meet you expectations. Customer satisfaction is extremely important to us. If possible, I would like if you could contact a member of our team to discuss your concerns so we can provide you a resolution, please feel free to email us at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. There are many factors that determine our fully installed price estimate such as; the products selected, padding, if the products are on special or promotion, square footage of the area, moving of furniture, etc. Empire will honor any price estimate for 30-days in addition, we offer a Low Price Guarantee - we'll beat any competitive offer, guaranteed. Rebekah Clerk, National Customer Service Manager.
Review
#184552 Review #184552 is a subjective opinion of poster.
Service
Empire Today Estimate

On April 16, 2010 I called Empire Carpet to schedule a free in-home estimate. Tilal Osman, Sales Representative came to my home on April 19, 2010 and measured the basement area that we wanted carpeted. I explained that we wouldn't do it for about a month, since were getting our basement waterproofed first. We picked the carpet, and he gave me a quote of $1900. I was ready to sign the contract then, but he said, "why don't you think about it overnight, then call me in a day or two and I'll bring the contract to you." He didn't give me anything in writing. I called the next day, but he didn't return my call. Over the next month, I called a couple of time, but he said that he'll wait to come till a few days we want it installed.

I called him again on May 25th, and set up for him to come on May 27th. Tilal Osman came to my house and asked for the paper quote that he gave me. I explained that he hadn't given me anything in writing. I told him the quote he told me. He said that when he came there was a special going on and the price that he said was only if I signed that night (quite contrary from what he said on April 19th). He went back downstairs to measure again. He came up, and told me that it would be $3200. I explained that this was much higher than what he originally quoted me. He said, "It's so big, there is no way we could do it for that price." I asked him to leave. He kept arguing with me, and wouldn't leave until I threatened to call the police.

Empire Today's reply to:

Empire Today in Houston, Texas - Tried to Scam Me!

Empire takes the feedback from its customers very seriously. There are many factors that determine our fully installed price estimate such as the products selected, padding, sales or promotions, floor preparation, square footage of the area, moving of furniture, etc. Plus, we offer a Low Price Guarantee. If a customer has a quote on comparable product and installation, we will beat that competitive price, guaranteed. We know that making improvements to your home is an important and big decision; our goal is to make it hassle-free and provide you with quality, name-brand products. Our sales representatives work with each customer to select the right product to meet their needs. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers' lifestyles. If possible, I would like if you could contact a member of our team to discuss your concerns so we can provide you a resolution. Please feel free to email us at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#183586 Review #183586 is a subjective opinion of poster.
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Empire Today Estimate

Empire Carpet rep came to give me an estimate. For a 12 by 14 bedroom and a 10by 5 closet, they gave me an estimate of $5400 to install ceramic tile!!!!!

I QUICKLY showed the lil rep the way to the door. Told him that he couldn't tell me anything else!!!!! He started the number talk with "What is your budget for this project?"! I told him that he didn't need to know that!

When he gave me the price, I gave him a few words and showed him to the door! I even carried ALL of his samples to the car!!!!!

Basically told him to get to stepping!!!! I can buy the tile myself and find someone to install it!!!!!!

Empire Today's reply to:

Empire Today in Rochester, New Hampshire - Empire Carpet. Stay away from them!

Ms. Langevin, I have read your post and located your information in our system. It appears as though we have been in contact with you regarding your padding. If you have additional concerns, please contact me directly customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager Customer satisfaction is important to Empire and as a member of our customer service management team, I want to work with you on a resolution.
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#181059 Review #181059 is a subjective opinion of poster.
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Empire Today Estimate

In oct. of 09' I bought carpeting from these people.

The Salesman who came out for the "free" estimate TOTALLY mislead their product, and we ended up going with the more expensive carpet/padding that was not included with the deal. Also, we have a 1 yr warranty.

The padding we chose as was explained to us, was totally leakproof, so nothing could get under the padding...NOT TRUE. Amongst a lot of other things that were not true.

To make a long story short, I hired an attorney and will let you all know and please please please stay away from these misleading, dishonest, very rude, non accomidating people. Thanks!

Empire Today's reply to:

Empire Today in Los Angeles, California - Scheduled an appointment twice and Empire was a no show.

I’ve reviewed your post and it deeply concerns me that we didn’t meet your expectations the first time but then missed a second time when we committed to being there for your appointment. I do apologize on behalf of the organization. Since we don’t have any stores, our in-home appointments are very important to us. Our goal is to make the entire process convenient and ensure you’re satisfied not only with the service but also with our products. Based on the information provided in the post, I’m not able to review your account. I would really like the opportunity to discuss the information that you’ve provided and gather some additional details. If possible and at your convenience, please feel free to give me a call at 888-588-2315 x4195 or you can email me at customersupport@empiretoday.com. Rebekah Clerk, National Customer Service Manager.
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#164301 Review #164301 is a subjective opinion of poster.
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Empire Today Estimate

I scheduled an appointment to get an estimate for wood laminate flooring. Empire scheduled me between 3:00-6:00pm. I waited until 8:00pm and they never showed up. I submitted an email to Empire web site stating my disappointment with their service.

I received a call the very next morning from a supervisor. She was very apologetic and explained the there was some confusion with the scheduling. She told me if I would give Empire another chance they would show me that they are professionals. She would also give me a discount. So I agreed to schedule another appointment. She scheduled me for this Friday between the hours of 6:00-8:00 pm.

I rushed home after work and waited until 8:15 and no one called me to say that they were unable to meet me. They were again a no show. I will not recommend Empire to anyone.

Empire Today's reply to:

Empire Today in West Bloomfield Township, Michigan - Empiretoday does not support their products and support fraud

I’ve reviewed the information that you posted and I apologize that we didn’t meet your expectations with the installation of the flooring in your condominium. Our installers are qualified independent contractors and our focus is to ensure that you receive a professional installation that not only meets but exceeds your expectations. All of our products are backed by manufacturer product and installation warranties. We can work with you to assist in providing a resolution although we may no longer service your area.I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. I do look forward to helping you. Rebekah Clerk, National Customer Service Manager
Review
#157265 Review #157265 is a subjective opinion of poster.
Service
Empire Today Estimate
Loss
$11

I called this company to replace carpets for food flooring in my condo. They sent an agent who provided me with an estimate along with a telphone numberfor a contactor who will do the job.

The job was done by the person Eric Comrie as subcontractor to empiretoday. Faults in the flooring occurred and Eric could not be reached neither by phone nor by email(tony@empire.ca). When called empiretoday, they said, we have pulled out of canada and cannot help u.

I will not do any business with this company ever. I had to hire and pay for another contractor to fix their mess.

Empire Today's reply to:

Empire Today in Norfolk, Virginia - Empire Flooring Free Home Estimate--Worst experience I have ever had.

I truly apologize for your experience with our sales representative. Customer satisfaction is extremely important to us. As a member of the Customer Service Management Team for Empire, I wanted to let you know that we review each and every concern that is brought to our attention. The experience you described is not how our sales representatives are instructed to handle appointments. We do provide one fully-installed price, which includes many items such as product cost, installation, padding, moving of furniture, removal of old product, etc. We really would like to follow up with you and discuss this with the sales representative and his manager. We believe that our customers are the cornerstone of our business and want to ensure you receive world-class service. I cannot locate your account from the information in your post, so could you please contact me so we can discuss your experience? If you can, please contact me directly at customersupport@empiretoday.com or 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#155883 Review #155883 is a subjective opinion of poster.
Service
Empire Today Estimate

I HAD AN EMPIRE CARPET REPRESENTATIVE COME TO MY HOME TO DO AN ESTIMATE ON WOOD FLOORING AND NEVER HAVE I BEEN MORE DISRESPECTED IN MY LIFE ONLY TO NOT EVEN RECIEVE AN ESTIMATE ON THE COSTS OF DOING MY HOME. I AM A YOUNG HOMEOWNER WHO WAS REPEATEDLY ASKED WHERE THE OWNER OF MY HOME WAS, HE REFERED TO ME AS PRETTY LADY AND TOLD ME WHAT WE WOULD BE DOING IF I WAS IN NEW ORLEANS WITH HIM, HE WASHED HIS FACE IN MY KITCHEN SINK AND USED MY BATHROOM, HE TOLD ME THAT I SHOULDN'T GET WOOD FLOORING THAT IT WAS *** BECAUSE I SHOULDNT PUT ANYMORE MONEY INTO MY HOUSE BECAUSE I COULD NEVER CONVINCE HIM TO BUY IT OR ANYONE ELSE.

I SHOULD HAVE KICKED HIM OUT OF MY HOUSE LONG BEFORE BUT AFTER 2 HOURS OF THIS I JUST WANTED TO GET MY QUOTE. HE CONTINUED TO HAGGLE ME ABOUT MAKING A DECISION "TODAY" RATHER THAN DISCUSSING THEIR FLOORING,WARRANTIES AND FINANCING, ETC. WHEN I TOLD HIM THAT I WAS NOT RUSHING INTO A DECISION TODAY HE GAVE ME A BOGUS QUOTE AND WOULD NO LONGER SPEAK WITH ME. HE TOLD ME FOR MY CONDO THAT IT WOULD BE $6,000 WHEN I ASKED HIM FOR 3 DIFFERENT QUOTES 2 BEING LAMINATE THE 3RD BEING HARDWOOD (BUT FOR SOME REASON IT WAS THE SAME PRICE FOR ALL 3).

HE THEN WALKED OUT OF MY HOUSE DIDN'T ANSWER MY QUESTIONS WHICH I WAS ASKING HIM AS HE WAS WALKING OUT OF MY HOUSE.

I DON'T KNOW IF HE THOUGHT HE WAS WASTING HIS TIME OR IF HE WAS UPSET ABOUT THE FACT THAT I, A YOUNG FEMALE, AM SUCCESSFUL BUT HE IS AN *** BECAUSE I AM GETTING WOOD FLOORING DONE IN MY HOME, NOT TO MENTION I WORK IN THE REAL ESTATE INDUSTRY AND COULD HAVE REFERRED EMPIRE OUT BUT IN NO WAY WILL I EVER REFER THEM TO ANY OF MY FRIENDS OR FAMILY. I CANNOT IMAGINE WHY ANYONE WOULD HIRE THIS MAN TO WORK AS A REPRESENTATIVE FOR THEIR COMPANY.

Empire Today's reply to:

Empire Today in Boston, Massachusetts - Fraudulent Quote – Square Footage Outrageous

Jim, I’ve read your post and would like the opportunity to speak with you regarding your experience with us. Proper measuring is an important part of the in-home appointment since it is a big part of determining the pricing once the products are selected. I do apologize for any inconvenience this may have caused. Customer Satisfaction is extremely important to us and I would like the opportunity to speak with you regarding this matter. Since I’m unable to locate your information on file based on the information that was provided in the post, if you’re available, please feel free to send me an email customersupport@empiretoday.com or you can also reach me via phone, 888-588-2315 x4195. Rebekah Clerk – National Customer Service Manager.
Review
#149956 Review #149956 is a subjective opinion of poster.
Service
Empire Today Estimate
Loss
$500

I had to replace the carpet in the hallways/staircase of a three story three family in Boston. I had used

Empire before, so gave them a call and got an estimate. The price was $4.53 per sq. ft. installed. To

say that the salesperson was incompetent would be generous. He had to measure everything three

times, could not do simple calculations. He made so many mistakes on the order crossing things out

two and three times that it was unreadable. He told me that I had to put down a third of the total cost

because it was a special order and would take 10-14 days to get the carpet. Then in the next breath

said that it could be installed the next day.

Came up with an estimate of $3,692 based and 774.26 sq ft. I said that seemed high. He said: no,

and that this was a big area. I asked if there was an additional labor charges since this was a

staircase. He re-iterated: no, it's a flat fee. I agreed to remove and dispose of the old carpet to save

$200. He called the office and the lowered price for $3,001 was agreed upon. When I ripped up the

carpet I looked at them and concluded that there was no way that this was close to 800 sq ft. I

measured it and came out with 304 sq ft. I am an architect with 30 yrs experience and an expert in

this area. I had a third person measure it and he came up with 305 sq ft.

Granted it was a staircase with more waste than normal, but over150%. I called the office and

complained. A manager came out and first he said was that in the order was written for 680 sq. ft.,

not the original 774.26 sq. ft. that the basis for the quote. He also confirmed that the price included

installation and that there was not a separate labor charge. When I asked why there was no

adjustment and that the price still reflected the original 774.26 sq. ft. he had no answer. He also

confirmed that it was in stock. No one has ever explained why I had put up $1,000 deposit instead of

the standard $25. A question that remains unanswered to this day.

He measured and came up with 502 sq. ft. Not sure how using the same equation they came up with

three different sizes for the same square footage of floor space. He told me that he would give me a

$500 credit. I said OK and the installation was scheduled for the next day. I really didn't have much

of a choice, as I stood to lose the $1,000 deposit.

The installers arrived with the work order where the price was still $3,001. There also was a note to

call after the work was done. When I told them that this is not the right price, they called to the

office before they started, but the manager didn't want to talk. I took the phone and reminded that we

agreed to lower price by at least $500. He answered that he would discuss the final price after

installation. The installers installed and I called to manager again. This time, he said the bill was

$2,800. I reminded him again that he had agreed to a $500 credit from the $3001. He denied that he

had ever having agreed to that. Among the scrap was a single piece 12ft x 6ft =72 sq.ft and I tried to

get a credit for it. I tried to pay for 430 sq ft instead the 502 sq. ft. (502-72=430), the amount actually

installed plus waste. He said: no. So I said that I would pay for every sq in that was in the truck. I

took out my calculator and computed: $4.53 x 502 sq.ft + 5% (taxes)= $2,387.76. He said: no, that

$2,601 was the best he could do. I reminded him that the contract was for $4.53 per sq. ft. for 502

sq.ft. not for 545 sq.ft. (There was a total 502 sq. ft. of carpet in the truck). I still questioned the 58%

waste (based on 502 sq, ft., not the 545 sq. ft. that I was charged for), but have decided to drop it

He pretty much demanded the new higher price even though he could offer no explanation as to how

he came to that price. He also told me that I had to pay it since it had already been installed even

hough the new higher price had never been discussed. So, I paid $2, 601. Very expensive carpet for

the 305 sq. ft. of floor space!

Empire Today's reply to:

Empire Today in Edison, New Jersey - Do Not Trust Empireday Carpet.

As a member of the Customer Service Management Team, we apologize for the problems you experienced with your appointments. We know our customers are very busy and we take the appointments very seriously. I would like to opportunity to speak with you further and follow up with the sales representatives involved. Since we do not have your contact information, would you please contact me directly? Please feel free to email me at customersupport@empiretoday.com or call me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
Review
#147978 Review #147978 is a subjective opinion of poster.
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Empire Today Estimate

The Agent never showed up to provide us the estimate even though we re-scheduled 3 different times on 3 different days. They really pissed me off on Saturday, Monday and Tuesday nights.

I will not trust their carpetting services even they offer me free of cost.

I called back each time to the call center and they tried to contact Agent and left him messages but he never showed up at the address and he never bothered to call me.

I gave them 3 chances but too bad, they really need to find agents/sales people who are really reliable and responisble. I will never rrecommend to anyone.

Empire Today's reply to:

Empire Today in Dallas, Texas - Empire Carpets denied ever coming to my house

As a member of our Customer Service Management Team, I apologize that your appointment did not meet your expectations. It is our goal to ensure that customers are satisfied with every step of the Empire process. During our in-home appointments, our sales representatives provide you with a fully installed price as part of our shop-at-home service. They also work with each customer during their in-home appointment to select the right product to meet their needs. We would like the opportunity to follow up with you and the sales representative involved. Since we do not have your contact information, please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#147873 Review #147873 is a subjective opinion of poster.
Service
Empire Today Estimate

A salesman from Empire Carpets came out on Saturday to measure for carpet. I wanted an expensive carpet and he told me he couldn't give me an estimate on the spot but would call me no later than Tuesday.

When he didn't call I called him and he didn't remember me and denied ever coming to my house! Fortunately a friend had stopped by while he was here so I knew I hadn't imagined it.

I called his supervisor who agreed it was very strange and he would get back to me, I'm still waiting a month later.

I found another company (CC Carpet) that did a great job.

Empire Today's reply to:

Empire today, never again

We apologize that you and your husband did not have a positive experience with your in-home estimate and installation appointment. There are many factors that go into our fully installed price including the product cost, padding, sales, floor preparation, square footage of the area, moving of furniture, etc. I have read your comment and it seems like we were not able to meet the expectations set forth during your sales appointment. We should have had someone haul away your old carpet for you and return your furniture to the way it was prior to installation. Empire stands by our products and installation and want to work with you to make things right. I would like if you could contact me so we can provide you a resolution. Please feel free to email us at customersupport@empiretoday.com or call me directly at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#147821 Review #147821 is a subjective opinion of poster.
Service
Empire Today Estimate

I am throughly pissed off at Empire carpet, I had them come to give me an estimate which the estimate started at $1800.00 After dickering got the price down to $1000.00, which included moving furniture and hauling away the old carpet , if they could do the job at that price why try to gouge the consumer.

I chose them to do the job, on the morning of the installation I received a call from the installer advising me that he had no helper and asking if I could dispose of old carpet.

I called the salesman and also the company to ask them about it since I had paid for it.I told them I could not dispose of the carpet(which made the installer unhappy) and that one person could not handle the furniture and my husband wasn't suppose to be lifting which he had to help to maintain the condition of my furniture.

also on the last room the install stated the carpet had *** in which he had told them about in the am. there were scratches on my wood trim in many places Never again will I call them.