Filter by rating :
10 of 115 reviews with 2-star rating. Clear filter
filters
Empire Today's reply to:

Horrible Experience w/ Empire | Empire Today in Beloit, Wisconsin

Dear Rose,
We are disappointed to hear about your initial experience, but understand that we are currently working with you towards a solution. We will continue to follow up and ensure that a solution is reached to your satisfaction.
Thank you for your patience.
-ET Customer Support
Review
#1019411 Review #1019411 is a subjective opinion of poster.
Product
Empire Today Flooring
Cons
  • No apologies given
  • Horrible customer service
  • No resolution offered
Reason of review
Poor customer service, problem with product and order
Loss
$3000
Preferred solution
I want my floor, both kitchen and living room, to be completed free of charge, due to the fact that Empire messed up the entire order.

This is an email regarding my horrible experience with Empire, that I sent to the CEO: I am contacting you today as a valued and repeated customer with Empire Today. My husband and I used Empire to install laminate flooring in our kitchen this past summer, and were so pleased with the job, that we asked Empire to come out again to give us a quote to extend that same flooring into our living room.

The salesman came out on 2/20/2017 and we signed a contract to have the same flooring put in and scheduled an install for Saturday, 3/4/2017. My husband and I pulled up the existing carpet the night before the install. When the installers came on Saturday, they discovered that the salesman had put down the wrong flooring and it didn't match. That same day (Saturday), they returned to the warehouse to find that the flooring we wanted had been discontinued (Empire should have told us this before we ripped up our floor).

After numerous attempts to contact customer service on Saturday who could resolve this issue, Empire told me that their headquarters was now closed and would not be open until Monday. Imagine my frustration at this, as I am 30 weeks pregnant, have two dogs who now cannot walk about the house, since we pulled up the carpet and now have bare flooring with exposed nails showing, and have to now wait until the next week. I explained this many times to the Empire customer service, but no one ever offered me an apology or seemed to know how to resolve this issue. After I had to contact Empire on Monday, 3/6/2017 (as no one tried to contact me!), I again spoke to a supervisor who set up the salesman to come back and show us new flooring.

The supervisor also said he would call me back to discuss pricing, as I believed I was owed a discount and he was going to look into that for me. He never called me back. The salesman came out on 3/7, showed us flooring, and, since the flooring we wanted had been discontinued, Empire told us to pick new flooring for the kitchen AND living room so that they matched. We picked the flooring, signed the change of order form, but the salesman assured us that someone would be contacting us regarding the new pricing.

Fast forward to today, 3/10/2017, and, again after no one contacted us, I called Empire AGAIN at 3:30 pm, and spoke to the same supervisor, who said he would have someone call me back within the hour. Well it's 6:00 pm now, and there is a message from Empire stating that I am now getting charged, not only for the original flooring, but also for the additional flooring that I have to put in since empire messed up my original order. When I just tried to call them back at the number they left (for the Chicago/Milwaukee headquarters), their mailbox is now full. I am writing to you as CEO because I have tried all other possible outlets and no one can give me a straight answer.

In fact, it seems that no one knows what is going on, and they do not seem to care either.

I have not been issued an apology. The only people who showed understanding and apologized where the installers, and it wasn't even their fault!!

Empire Today's reply to:

Their Products do not last! Don't waste your money! | Empire Today

Dear Marie,
Your concerns are important to us, and we are saddened to hear that your product is not meeting your expectations. We will be in contact with you shortly to discuss your concerns and start working towards a solution.
Thank you.
-ET Customer Support.
Review
#1010817 Review #1010817 is a subjective opinion of poster.
Product
Empire Today Flooring
Reason of review
Bad quality
Loss
$3000

We have quite a bit of our flooring in our home by Empire Today. We will never ever use them again.

We spent just under $3000.00 in 2009 to put in a laminate floor in our kitchen. It is now junk! Doesn't last and then they want us to pay for a repair person to come out just to look at. Don't waste your money on this company.

If you want something that will last and a reputable company that will stick up for their products go elsewhere! What a waste!

Now we have to again purchase either a different laminate floor for our kitchen, or live with this *** we have. I'm so disappointed with Empire Today, especially like I said a lot of our home is done using their products!

Empire Today's reply to:

Just another customer with a bad experience | Empire Today in Littleton, Colorado

Dear Abbas,
We never want our customers to feel this way, and would like to apologize for your initial experience. We understand that we have spoken to you in regards to your concerns. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#819972 Review #819972 is a subjective opinion of poster.
Product
Empire Today Flooring
Pros
  • 2nd installation crew
Cons
  • Sales person tactics
  • Order processing
  • Customer service
Reason of review
Poor customer service, problem with delivery, and order processing issue
Preferred solution
Let the company propose a solution

Where to begin? My experience with Empire Flooring was far from acceptable to say the least!

To start, we had a salesman come to our house to measure and give us an estimate;

Sales pitch: I regretfully must admit that I bought-in; hook, line, and sinker. Alex really talked up the product very well and made us feel like we were getting a great deal. He also said that Smartstrand and Anso R2x are the same product. He said Smartstrand is the new name for it (found out later they are two totally different companies). I knew I was dealing with a salesman but, I did my research on costs and I thought the “ease” of the purchase and the all-inclusive (tear out, installation, & disposal) was a good deal. We agreed to a price and decided to finance through their company. However; once we began to sign paperwork, the Alex told us that he needed the down payment...which we never discussed. He said it was because they needed at least 10% of the purchase paid for installation purposes. I was caught off guard and questioned this, but I conceded because it went towards my purchase after all.

Installation (1st attempt): The installation workers showed up with a carpet that had a different style name than what was on our paperwork, although, the pattern was similar to what we ordered with the salesman. Because of the discrepancy, my wife informed the installer that she didn't think it was the right carpet because the name of the style was different than what was on our contract. He questioned her judgment and asked her if she knew what she purchased. She didn't argue back but requested he get what was stated on the contract. The installer made a call and said he had to go back to the warehouse to pick up the carpet listed on our paperwork. He also asked for her to clean out the garage so they could have room to work. He said he would call us with an update in regards to when he would be back. We didn't receive a call for the rest of the day.

Contact with salesman (Alex) and Empire: I called to express my frustrations about the installers not calling us back or following up with us to determine when they would be back. The customer service rep said he contacted the installers who said they left a message for us (no such message exists) and that they would be back the next morning. He also said a manager would call us back (ref #1-2134372591). That did not happen. I explained to the customer service rep that I wished I had looked at the many horrible reviews before making this big purchase. He acknowledged that there were a lot of bad reviews but stated that they "always try to make it right" (turned out to be a lie).

I then called Alex and he explained that there was a "glitch" in the computer system and that name on my contract was wrong. They did bring out the right carpet (the patterns were very similar), but he understood the confusion. While talking to me, he disregarded the input error of the order and focused on the installer's bad attitude. He said he couldn’t guarantee anything but that he was sure his manager would compensate us for our troubles and would send a new crew over the following day with the carpet we initially agreed upon.

Installation (2nd day): The new team of installers arrived on this day and stated they needed "Cash On Delivery" before they could start. Seriously? We had to make more phone calls and straightened that out as it was already financed. I have to say, this installation crew was friendly; however, after getting to almost 2/3 of the project completed, they said that not enough carpet was ordered! We had to make more calls and apparently there's a separation in sales and installation because they both appeared to want to blame each other. The installers had to install what they had, leave the job, and travel across town to pick up the carpet. Due to the lateness in the afternoon, we agreed for them to comeback the following morning to complete the install.

Installation (3rd day):

Installers arrived, finished the install, and left. Later that afternoon, I finally got a return phone call from a manager. She didn’t appear to initially recall the conversation we had the prior day about the shortage of carpet, but later said they sent out carpet without measuring because the cutting equipment was down. So apparently they were just sending out whatever and figuring it out later. She didn’t at all seem too concerned with our overall experience, and only said she would “talk” to all parties involved and was “sorry” for the experience. I asked about being compensated for the time we had lost due to rescheduling appointments and waiting for the completion of the project. She said she would bring it up to the other managers and would call me back on Monday (Never received that call). Huh, guess they aren’t too concerned about making it right.

Overall: I didn't feel valued as a customer. The salesman seemed to want to sell, the installers seemed to want to install, and we just wanted new carpet. We did our part in picking out the carpet and financing our purchase. The rest should have worked itself out...well, that's how it was presented to us at least. I'm one of those easy to please customers and I don't like to complain as long as I get halfway decent service. I would have to say Empire was far below my expectations and it's amazing to me that they continue to function with such dysfunctional internal communication and below average customer service. Still waiting for the manager's return phone call to happen...shows how important I am :( I would love to update my review by saying they "made it right", but I don't have much faith in that happening. I and anybody I know will not be using this company in the future. Save yourself the stress and use Lowe’s or Home Depot if you want to save money. Unless you want to take your chances with a company that states they will make it right instead of getting it right (and they can’t even deliver on that promise). Sorry Empire. You get a thumbs down…way down.

Empire Today's reply to:

Total clusterf---!!!! | Empire Today in Painesville, Ohio

Dear Charles,
We've read your review, and we're disappointed at the issues that occurred with your installation. If your concerns remain unanswered we'd like to help make things right for you. Please contact us customersupport@empiretoday.com with your questions.
Thank you.
Review
#818549 Review #818549 is a subjective opinion of poster.
Product
Empire Today Flooring
Cons
  • Way the installation went and the end product
  • Lack of integrity
Reason of review
Poor customer service and delivery issue
Loss
$800
Preferred solution
Price reduction

March 14 Had salesman, Mike, from Empire Today arrive and measure a bedroom that we wanted laminate flooring installed. He measured and we ordered the flooring and matching baseboards, oak colored. Had the job set for Sat.the 19th.Sat the install crew arrived, two Hispanics who could not speak English. They put the flooring down up to the old brown baseboards and then started to put quarterround up to the old baseboard. We stopped them and told them they were to replace the baseboard with new, matching boards. They shook their heads, picked up and left.The salesman then got us in touch with the installation coordinator, Tom. He advised that there had been a mistake on the order and that the install crew would return on Tues. the 22nd. with the baseboard.

Tuesday arrived and the crew never showed up, no phone calls. We called Mike and then Tom who advised us that they were waiting for a particular strip for the closet sliding doors. They ordered the strip and Tom advised they would be out on Thursday the 25th. On Thursday we waited all morning and no show. We contacted Tom again and he advised that he had wrote down Thu. the 25th and in reality the 25th was Friday. He advised the crew would be here FridayFriday arrived and one installer from the original crew arrived to install the baseboard. He brought in a white plastic baseboard. We told him that we had ordered the matching oak baseboard. He became frustrated and left. Got ahold of Mike and Tom again. Told them of the white baseboard and was told by Tom that the white was the only baseboard that empire had. I questioned his truthfulness and his competency. Tom told me to "take it or leave it". I told both Tom and Mike I was contacting my attorney. A short while later the saleman Mike called and said that they had a deal for me. They were going to reimburse my account a whopping $120.00 and If I went to the Home Depot and bought the baseboard myself they would have an installer out on Monday the 28th. I did just that and bought matching baseboard.Monday,3/28, A different installer arrived and looked at the baseboard I had bought from Lowes. He advised that it was junk and wanted me to return the baseboard for a heavier unstained wood, stain the wood myself and then they would return and put it down. This installed also advised me that he knew for sure that empire had the proper baseboard and wondered why they would not send it out. He called Tom and was told that the oak colored baseboard and been discontinued. By this time I was so frustrated and pissed off that I told him to put the base that I had bought down I wanted to be done with this terrible company. I will definitely tell all my friends, family and all on my social media to never deal with Empire Today

Empire Today's reply to:

Pricing scam | Empire Today in Hoboken, New Jersey

Dear Mary,
Your satisfaction is important to us, and we understand that we've addressed your concerns regarding your postings. For future questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#809544 Review #809544 is a subjective opinion of poster.
Product
Empire Today Flooring
Cons
  • Misleading
  • Not returning calls
  • Half price sale is a scam
Reason of review
Quality - Pricing Scam
Loss
$4027
Preferred solution
Full refund

My son had Empire come in to provide an estimate for flooring for our townhouse based on the 50% off on flooring & installation promotion currently running. He told the salesman he needed to pay no more than $200 sq ft which should have been fine - would have allowed him to get a floor normally priced at $4.00 Sq/FT now for only $2.00 Sq/Ft. The installation which runs $2.00 Sq/Ft at all other reputable flooring places would also be 50% off and now $1.00 Sq/FT.

What happened was anything but - while my son should have calculated the math, he was busy with his infant son while the man was there and the salesman told him he was providing flooring at that price and that he would "take care of him" etc.

What was he charged for 443 Sq/FT of low end laminate??? - $4027.48 - about $9.10 Sq/FT.

The installation occurred the very next day and was not properly done -that is when my son contacted me about this and realized the rip off. The salesman said that if the subfloor needed fixing that would be at an additional cost. Josh said ok. The installers arrived - one did not speak English at all and the other only slightly so there was very little dialogue - nothing about the subfloor. The laminate was installed and in places in squeaks and is like a trampoline. The quarter round is not the white glass requested on listed on the paperwork and they installed the quarter round over the heating vents. Additionally this laminate is of extremely poor quality. The salesman said the laminate is great with spills, pet accidents etc in response to my son's question about this (he has a pitbull & an infant son) the few rods that the installer did say was that any spills had to be wiped up immediately or the laminate will separate. This is not at all what we were told we were sold. We have made about 9 calls so far to various people. Christian from he Hackensack store installation dept came out Friday and thought the floor was good and kept telling us that they don't do anything with subfloors. Does Empire just install floors over bad subfloors? We are not in the flooring business - how do we know what is ok and what is not.

At this point we just want this flooring taken out and a full refund issued so we can purchase good flooring elsewhere - a reputable flooring company that is honest. I am now on hold over 10 minutes again for the 12?13? time between my calls and my son's calls. I am so done with Empire !!!!

Empire Today's reply to:

Empire Today - Flooring Review from Obetz, Ohio

Dear Mark.
We regret that your initial experience was not a great one, but are aware that we have completed your installation to your satisfaction. For any future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#806585 Review #806585 is a subjective opinion of poster.
Product
Empire Today Flooring
Reason of review
Poor customer service

I spent 6000 dollars with Empire we were going with lowes but learned my brother liked them and could get a referral . 1 they didn't give it to my brother

2 they scratched our floor when installed we called 4 times no one ever responded

3 our sales person didn't give us a written bill with exact name of fooring we called 4 times they said they would send it 4 times NEVER sent it 6 weeks .

5 we told friend who used them at same time before we realized what HORRIBLE service but they couldn't find our referral number and wouldn't give it. I am a General Mgr of Car Dealership. They make us look like a Church .6 Every step the customer service person was very rude.

Empire Today's reply to:

Empire Today - Flooring Review from Akron, Ohio

Dear Tony,
We understand that we have spoken to you in regards to your concerns. If you remain to have unanswered questions please contact us at customersupport@empiretoday.com.
Thank you.
Review
#796249 Review #796249 is a subjective opinion of poster.
Product
Empire Today Flooring
Reason of review
Bad quality

We had hard wood installed that on the whole,looked great. We found a spot on our stair way entrance that was not done well.

It was reported to our salesman who came out the following day and stated that it could have been done better and he would contact the home office to get it fixed. This was 4 weeks ago. It is still not fixed. We have contacted everyone that we can think of to get this fixed and we get the same story.

"Someone will be out today" and no one shows. We are at our wits end and are so dissatisfied that we are considering reporting this incident to the BBB.

All we want is some consideration and someone here to fix the problem. Such an easy fix that is taking far too much time.

Empire Today's reply to:

Empire Today - Flooring Review from Beaverton, Oregon

Dear Ronda,
Your concerns are important to us and would like to ensure that no unanswered concerns remain. If you continue to have questions or concerns regarding your experience, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#792425 Review #792425 is a subjective opinion of poster.
Product
Empire Today Flooring
Reason of review
Bad quality

Do not buy laminate flooring from empire today! In the 9 months I have had them installed they come apart at the seams and they will not back up their warranty because I was told by the sales person that I was only to use a swifter mop!

I wasn't given any any maintenance info what's so ever! It's even coming apart in areas that have never had a swifter over that part of flooring!

I have been complaining since August 2015 just 6 months after the installation. I wish I had read these complaints before choosing empire today!

Empire Today's reply to:

Empire Today - Flooring Review from Beachwood, New Jersey

Dear Jenna,
We were disappointed to hear that your product was not meeting your expectations, but understand that we have since completed an inspection and discovered the root of your concerns. For future questions, you may contact us at customersupport@empiretoday.com.
Thank you.
Review
#732048 Review #732048 is a subjective opinion of poster.
Product
Empire Today Flooring
Reason of review
Bad quality

Buyer Beware don't Buy from Empire Today!

Six months ago I purchased my first home 1 month before I was due to give birth to my first child and wanted everything done before my baby arrived.

I purchased 1,200 SF of Laminate Flooring from "Empire Today" to the total of $14,000 for my new home. (I'm still trying to figure out where the 1/2 price discount was applied, at $11.66 / sf. Wow!)

My sales representative Terry in the NJ area swore to me that their laminate flooring was high quality and is treated with a protective coating to make it resistant to scratches.

Terry also made the claim,

"Its so durable you could take a screw driver to floor and it will not scratch".

Being pregnant at the time, I knew I needed something very durable to hold up kids and baby toys. Well 6 months later there are scratches everywhere.

I was very careful to install felt pads under all of my furniture so it wouldn't  scratch the floor. The reality is any thing that rests on the floor even a plastic baby walker will scratch the floor. I cant even keep a plastic kitchen trash can on the floor because it scratched the floor.

At this point I'm afraid to get a family dog because the flooring is such LOW quality that the dogs nails will scratch the floor.

After having a service rep from Empire come and inspect my flooring, Empire said there was nothing wrong with the floor and there was nothing they would do to resolve the issue.

I'm so furious "Empire Today" will not stand behind their product and is refusing to do nothing for me.

Please avoid Empire Today Flooring, don't get ripped off by this company. There is NO customer support from this Company what so ever.

If I had done my research I would have realized after reading all of the customer complaints on the Web

Empire Today is not a company I should have done business with.

Here is a sampling, just to pick a few.

http://www.consumeraffairs.com/homeowners/empire-today.html

http://mythreecents.com/reviews/empire-today

http://www.ripoffreport.com/r/Empire-Today/nationwide/Empire-Today-Empire-Laminate-Flooring-Estimate-Internet-Nationwide-1066930

I hope this helps the next person looking for flooring. Do not purchase from Empire Today, tomorrow or ever!

Empire Today's reply to:

Empire Today - customer dis satifaction

Dear Louz,
We are disappointed to hear that you feel this way, and understand that we have discussed your options with you. For future questions, please contact us at customersupport@empiretoday.com.
Thank you.
Review
#589379 Review #589379 is a subjective opinion of poster.
Product
Empire Today Flooring
Pros
  • Initial contact and install
  • Came to my home
Cons
  • Salesman
  • Lack of caring
Reason of review
Bad quality
Loss
$10000

2/1/15 - Empire was difficult to work with... Yes, the 1st problem was caused by a leak in our hot water pipe under the back door.

The plumber found a small leak that might have caused some damage near the door. It would NOT have caused the massive discoloration spots 12 feet away. Empire did say they would, as a courtesy, remove the old floor and install a new one at a great discount. Well, our local contractor under bid Empire by several hundred dollars.

The selection was far more vast then Empire offered. When we notified Empire that we would take their offer of removing the floor, they stated the offer was off the table, since another contractor was going to install a new floor.

My biggest lesson is to deal with a local contractor. The big nationals don't really care about customer satisfation.