Empire Today - Great Experience!

We were extremely satisfied with the entire process. From the first visit picking out the floors to the installation. Because we had no furniture moved into the house yet, it was easier for the installation crew to complete the job in one day! This impressed me so much. I was expecting three days. The product, engineered hardwoods, is stunning. I have had nothing but wonderful compliments on how the floors look and my new home in general. Thank you Empire Today! Job well done!! Hollie Arnold
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Testimonial

Empire Today is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1077301 Review #1077301 is a subjective opinion of poster.
Service
Empire Today Installation
Reason of review
Good quality
Empire Today's reply to:

Empire Today - Installation Review

Dear Gerardo,
We appreciate you making us aware of your concerns, and sincerely apologize for the miscommunication that you have received. We will review your concerns further and will be in contact with you shortly to start working towards a solution.
Thank you for your patience.
-ET Customer Support
ID
#1025294 Review #1025294 is a subjective opinion of poster.
Service
Empire Today Installation
Reason of review
Poor customer service

Our sales rep Doug talked us into signing a contract just so we had a price set .contract says you have to contact Empire directly to cancel within 2 days .thats tge first time he wasnt honest .He told us that the instalers are all employes of Empire but they are not ,they are subcontractors .He told us that the instalers would replace and houl away old toylets .when I asked the instalers they told me tgey dont haul away .I called doug to ask him about it and he told me he never told us that (called me a liar ).last straw was when I wanted my fire place retiled doug said no problem and sugested I retile a couple feet infront as well.turns out the instalers dont tile fire places .Again I called Doug and asked him he told me again that he never said that . Besides Doug being a liar the tile was said to be instaled on 3/20 but didnt get started till 3/24 they never called us to tell us anything about a delay .We had krdered this product almost 2 months in advanced and tgey were out of stock .

Empire Today's reply to:

Empire Today - ONE MONTH AND STILL WAITING FOR RESOLUTION

Dear Josh,
After reviewing your post, our records show that we have addressed your concerns and offered an accommodation. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#821305 Review #821305 is a subjective opinion of poster.
Service
Empire Today Installation
Cons
  • Enitre dealing - never again
Reason of review
ALL OF THE ABOVE
Loss
$4027
Preferred solution
Full refund

We are in NJ - Hackensack store with Robert as supposed "manager" - very similar issue - seems Empire is quite consistent with the culture of lying, cheating, poor service, poor quality, lack of follow-up, to name a few vices - doesn't seem to matter where in the US customers are located - the service is horrible. For one month my son has not been able to use his bedroom - salesman lied about pricing for floor, lied about the quality of flooring he was selling, rushed installation so it was installed before we realized the pricing scam (instead of 50% off flooring & installation we were charged 4X the actual cost vs other major flooring chains!) and to top it off - the installation is terrible.

Still no resolution - we are up to 22 calls between my son & myself. Do yourself a favor and get your flooring anywhere else!

4 comments
Anonymous
#1139627

Just got off the phone with main branch in GA. Well, not that I'm surprised, but they will not take out the floor and issue a refund.

They are offering to credit back only the difference between a written quote from another company for the same flooring and installation at that company's full price. I questioned why it would not be at the 50% off on the flooring and installation as advertised on TV (the whole reason we went with Empire) - Empire said those sales are 50% off of THEIR regular pricing - (not the REAL pricing as listed by most of the other companies who were all within a few cents of each other - Empire seems to be about 4X-5X higher at regular cost). Well I guess we get a big lesson about paying more attention and not listening to sales people instructed to scam the public. Bottom line - if a company will not tell you in detail the pricing of each item - RUN!!!

Legitimate companies will tell you the cost of each step - flooring cost, underlay if needed, installation, additional charge if extra heavy furniture ( which we did not have), etc.

No one else that I spoke with had any problem in doing this - even Lowe's gave me a true cost breakdown of flooring!!! Save yourself the problems we and the other ~ 700+ customers listed on this website endured - GO SOMEWHERE ELSE TO BUY YOUR FLOORING!!!

Anonymous
#1144189
@PissedConsumer1139627

4-13-16 - Just found out that we cannot get a comparable quote from another company on this flooring - the name 'Homestead" is labeled only for Empire. I believe it is the Mohawk Carolton Laminate in Grey Flannel Oak which retails at $1.71 at American Carpet wholesalers but cannot prove it - guess that's why Empire told me to get a quote on the "same" laminate elsewhere and they will match it. I cannot believe the nightmare this has become - really, think hard before considering using this dishonest company.

Anonymous
#1139584

Finally got a call from Robert - no surprise that EMPIRE IS NOT GOING TO DO ANYTHING!!! They offered to fix the floor (funny - before they claimed nothing was wrong with the floor that bounced like a trampoline and quarter round was wrong color and put over heating vents - now they admit it was a faulty installation???) DO NOT BUY ANYTHING FROM THIS SHAM OF A COMPANY - If anyone else has experienced similar problems with this outfit please post here - perhaps we can start a class action suit against them and get them to stop these deceptive practices

Kennidy
#1137778

Hello,

We appreciate you letting us be aware of your experience. We are unable to locate your account.

Please contact us at customersupport@empiretoday.com , so we can address your concerns.

View more comments (3)
Empire Today's reply to:

Empire Today - Installation Review from Arlington, Virginia

Dear Barbara,
We read your review, and we regret the lack of follow up you've received. Please refer any unanswered concerns to customersupport@empiretoday.com.
Thank you.
ID
#807650 Review #807650 is a subjective opinion of poster.
Service
Empire Today Installation
Reason of review
Poor customer service

Salesman was great. Install customer service was horrible.

They cancelled night before and then were 3 hours late day of installation. Ripped out some wires and cables. 6 calls to try to fix.

Giving up. Beware.

1 comment
Kennidy
#1132604

We read your review, and we regret the lack of follow up you've received. We would like to know more about the issues you experienced so that we can help make things right for you.

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

Please email your contact information to customersupport@empiretoday.com so that we can follow up with you and help make things right. Thank you.

Empire Today's reply to:

Empire Today - Don't waste your time

Dear Craig,
We sincerely regret that your sales appointment did not take place as planned. We understand that you did not pursue an order. For future questions please refer to customersupport@empiretoday.com.
Thank you.
ID
#791948 Review #791948 is a subjective opinion of poster.
Service
Empire Today Installation
Cons
  • Horrible customer service
Reason of review
Poor customer service

Had sales appointment and rep failed to show up. I called company and customer service rep said sales rep had car trouble and they would reschedule.

I complained about unprofessionalism for not informing in advance. Office Manager Harold offered $200 credit and setup guaranteed appointment next day at exact time. They never showed up again! I called and customer service rep spent time reading note, had nothing intelligent to say, offered to have me speak with manager.

After long hold no manager available. Customer service rep offered to have manager call back. I asked her not to bother as I will find a more responsible company for my carpet and installation needs; and will negatively blog about my experience to prevent others from making same mistake. One quick search on Yelp and noticed every review is negative.

Wish I read this in advance but hopefully you are. Everything all these people complained about is accurate.

Don't waste your time with this company - they don't care about wasting your time. And because they couldn't get it right at sales, I have no idea of their quality and workmanship.

2 comments
Kennidy
#1113371

Hi Craig, we've read your review, and we can assure you that this is not the level of service we expect for our customers. We want to make things right for you, and we will be contacting you shortly to discuss your experience.

You can also reach us at customersupport@empiretoday.com. Thank you.

Anonymous
#1116583
@Kennidy

Today is a week since filing my complaint with no one reaching out as stated in your response. You're very good as covering tracks but have not produced any positive results.

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

Empire Today - Failed to honor offer

Dear Michael, thank you for bringing your concerns to our attention. We regret any misunderstanding that occurred, and understand that we have addressed this matter. For questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#781672 Review #781672 is a subjective opinion of poster.
Service
Empire Today Installation
Cons
  • Dishonest pricing
  • Poor follow up on installation
Reason of review
Poor customer service
Loss
$250
Preferred solution
Deliver product or service ordered

I had wood flooring installed by Empire and they missed a small 2' x 3' closet. I called them to have them come out and do the closet and they wanted to charge me for a whole new install.

I received an unsolicited call from Empire a few days ago and they offered $250 off ANY install. I figured this was the perfect opportunity to get the closet done. I made sure to explain the situation and scope of work the the Empire rep and she assured me that the $250 would apply to any order. A sales rep was scheduled to come out but he cancelled when to found out there was no commission for him. He told me that his manager "Nick in LA" had said I could just schedule an installation with out the sales rep coming out. I called and was told the the $250 offer would not be honored.

1 comment
Kennidy
#1104975

Hi Michael, thank you for bringing your concerns to our attention. We regret any misunderstanding that occurred, and we will be following up with you shortly to discuss the situation and work towards a resolution. Thank you.

Empire Today's reply to:

Left out in the cold by Empire Today

Dear Robin,
We appreciate you bringing your concerns to our attention and sincerely regret to hear that your experience was not a successful one. We want to ensure that your concerns did not go unanswered, if you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#768776 Review #768776 is a subjective opinion of poster.
Service
Empire Today Installation
Cons
  • Craftsmanship
  • Lack of caring
  • Dishonest pricing
Reason of review
see review, that says it all!
Left out in the cold by Empire Today
Left out in the cold by Empire Today
Left out in the cold by Empire Today
Left out in the cold by Empire Today

Update by user Feb 11, 2016

The employee handed me a form to sign that the work was completed and I did not provide my signature but wrote several notes. Then the worker handed me a blank form of the same form I wrote on.

What???? I have no record of my original form...this is Empire Today's method of poor methods and customer service.

Original review posted by user Jan 12, 2016

Update Jan 12, 2016: Sean the salesman has yet to this day ever call me back (POS). On Jan 11th, I spoke with JT (customer service) and told her not to send out the same crew since they did a bad job and left my front yard dirty with saw dust and pieces of wood flooring.

She spoke with the installation manager and they said they would send a different crew out on Jan 12th. On the morning of Jan 12th, I receive a call from the same crew! OMG! I told them not to come out and I called JT back.

The installation manager John Judge wanted to talk to me and he wanted me to take a third day off from work so he could find another crew! Ridiculous! He did not want to spend extra money to gather up a new crew. This just goes to show you how they do not care about their customers.

No problem making a client lose wages from being out of work for 3 days due to their unprofessionalism, terrible customer service and complete lack of respect. If you have any intelligence whatsoever and have read this, I will only have to say that you are an *** if you use Empire Today.

----------------------------------------------------------------------------------------------------------------------------

I sat down with Empire Today's salesman, Sean D. Owen and decided to go with their 50/50/50 deal for installation of laminate floors in my master bedroom and office. After researching several other local companies, I believe this 50/50/50 deal is a scam.

My fault for not searching prior to going with this awful company. They were still more expensive than other quotes. With that said, the company arrived on a cold January 2016 day. Two of the three Mexican workers did not speak English.

Therefore, it made it difficult to communicate at the onset. They kept leaving my front door open after asking them to close the door multiple times. In addition, the electric saw was just outside the front door and was extremely loud. After the work was nearly done, the English speaking worker came to me and said they did not have enough boards.

I was flabbergasted. I immediately called Sean and he said, "I have some personal contacts and I will call you back." It has been several days and no one from Empire Today not even Sean has called me! Not one! Not even the salesman.

This shows how much they DO NOT care about their customers and how they only care about getting their money. Today, I receive an automated appointment via email and that I am scheduled for completion this Saturday! I won't be here and it is a "noreply" email! Now, for their work.

The quarter round work was awful. One section of quarter round came to a "point??!!" The transition boards were awful. There were gaps and overcuts. Here is what they did.

They filled the transition board gaps with white caulk! Unbelievable! They left my bedroom door dirty with their black gloves and dirty hands. It was awful.

Never ever use Empire Today due to their salesman's lack of professionalism and their workers lack of English speaking workers and more importantly, the extremely poor craftsmanship. It just goes to show that companies like this boast about they have been in business for so many years and great customer service - NOT! NEVER AGAIN Empire Today!

And, all of my facebook family and friends will know! I will use the power of social media!

3 comments
Anonymous
#1236973

Be wary of doing business with this customer.

Anonymous
#1094119

Empire today are crooks liars, thieves run run they sale low quality products for astronomical prices they work on a 45% profit margin run run

Kennidy
#1093129

Thank you for bringing your experience to our attention. We can assure you that this is not the installation experience with expect for our customers.

We understand your frustration, and we want to make things right for you.

We will be following up with you soon, and you can also reach us at customersupport@empiretoday.com. Thank you.

View more comments (2)
Empire Today's reply to:

Empire Today - Installation Review from Mountain View, California

Dear Natalie,
We sincerely regret that you were not satisfied with your experience. We understand that time has elapsed since your last posting, and want to ensure that your concerns did not go unanswered. Please contact us at customersupport@empiretoday.com with any remaining questions.
Thank you.
ID
#754862 Review #754862 is a subjective opinion of poster.
Service
Empire Today Installation
Reason of review
Poor customer service

I have called Empire twice to request my left over carpet be returned to me. I asked the salesman who sold me their service and he said it would.

First call told me they eould call back abd i never had a phone call back. Today THE MOST RUDE MANAGER TOLD ME I WOULD HAVE TO PAY $95.00 FOR A PIECE OF CARPET. SHE STATED THERE IS NEVER CARPET LEFT OVER. THEY HAD TO CUT AROUND AN AREA WHERE I KNOW THERE WAS CARPET LEFT OVER.

I WAS TOLD I COULF GET IT. I even said when they are in this area, not to make a special trip. She told me I wasnt getting any carpet back and i explained a wholr had been burnt and needed to be repaired , for my home is on the market. ALL I WANTED WAS 2 FEET.

95 DOLLARS. I was a manager for years and would.never treat a customer that just had an installation 1month ago like she did. I am so angry. I informed her.i was going to the.better business bureau and their Facebook page and destroy them.

Thats how.angry this woman got me. I was pleasant until she becsme nadty. I live in Western ,Ma. I asked to speak to her supervisor, and she said i am the manager therr is no one above me.

Which.i knew to be an outright lie. I will call again, but not the number i was given. I sm sick over this.

We are consumers. Wuthout our business there WOULD NOT BE AN EMPIRE CARPET.

Empire Today's reply to:

Empire Today - Terrible service

Dear Paul,
Thank you for bringing your experience to our attention. We regret any miscommunication or confusion that occurred throughout your experience. If you continue to have questions or concerns, please contact us at customersupport@empiretoday.com.
Thank you.
ID
#751191 Review #751191 is a subjective opinion of poster.
Service
Empire Today Installation
Reason of review
poor service and incompetency

Agreed to install hardwood floors in a bedroom. Told i would get 50% off the price due to a sale.

Workers how up and give a time estimate of 5 hours. They end up taking 16 hours for a small bedroom, multiple days to finish the job. Installers seemed pretty incompetent. Did an alright job but it was not perfect for the time it took for them to get it done.

After the job is done i get a call from Empire saying my 50% off does not apply to my order. I had to call back and forth between the sales rep and empire customer service for a whole week before i got that resolved.

Empire manager didn't want to share the breakdown of their pricing at first but later it was sorted out and i did get the 50%. Avoid this company if you can.

1 comment
Kennidy
#1079024

Thank you for bringing your experience to our attention. We regret any miscommunication or confusion that occurred regarding the pricing.

We would like to follow up with you to ensure that everything has been resolved with the pricing and learn more about your installation concerns. 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 Products and Services Reviews

Empire Today's reply to:

Empire Today - NOT SO GREAT

Dear Deb,
We appreciate you making us aware of your concerns. It is our understanding that we have completed your installation. If you have further questions or concerns, please contact us at customersupport@empiretoday.com.
Thank you.
ID
#747506 Review #747506 is a subjective opinion of poster.
Service
Empire Today Installation
Pros
  • People were very courteous
Reason of review
poor quality during installation

Had engineered hard floors installed; installers very pleasant but rushed through the job, and left lots of things either undone or damaged - like sheetrock for example. I now have to work on cleaning up their mistakes and damage.

Not sure if they fully understand how to install flooring since I was providing most of the direction on what needed to be done. I realize that this experience is not unique but will not use them ever again and will not recommend them to anyone.

1 comment
Kennidy
#1076252

We never want our customers to be disappointed in the work that’s done in their homes, and we would like to know more about the issues you’ve been experiencing. Please send your contact information to customersupport@empiretoday.com so that we can follow up with you, learn more about what happened, and work towards a resolution. Thank you.

Empire Today's reply to:

Empire Today - Installation Review from Babylon, New York

Dear Customer,
We regret the delays in completing your installation. We realize this has been a frustrating situation and we would like to follow up with you to learn more. Please email us at customersupport@empiretoday.com so that we may further assist you.
Thank you.
ID
#737910 Review #737910 is a subjective opinion of poster.
Service
Empire Today Installation
Reason of review
Poor customer service

Was given 4 hr window for installation. Called to say it will be later.

Never showed up for second window for installation! Customer service was useless!

Last time we will ever do business with them!! Very unreliable and inconsiderate!

Empire Today's reply to:

Empire Today - Wouldn't recommend this business!

Dear Tamra,
We assure you that this is not how we want our customers to feel, and are disappointed to read your post. If you have further questions regarding your installation please contact us at customersupport@empiretoday.com.
Thank you.
ID
#734283 Review #734283 is a subjective opinion of poster.
Service
Empire Today Installation
Cons
  • Lack of integrity
Reason of review
Poor customer service
Loss
$1
Preferred solution
Let the company propose a solution

Had a very unsatisfactory experience with Empire. At the time of installation, I was told that I would need to pay more than the contracted price for additional prep work and due to an error by the sales rep.

I attempted to work with the company but was unable to reach anyone at Empire, being put on hold repeatedly. Finally, had to send installers home. Now I'm left with no floors, torn up carpet, wood shards and tacks scattered throughout my home.

Be very cautious when dealing with this business. I should have paid more attention to the negative consumer reviews and steered clear of Empire.

Empire Today's reply to:

Empire Today - Terrible business practice Dayton location

Dear David,
We understand that your time is valuable and sincerely regret that you were inconvenienced by missed appointments. Per our understanding, you did not pursue an order. If you have any further questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#693172 Review #693172 is a subjective opinion of poster.
Service
Empire Today Installation
Cons
  • Entire experience
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Don't waste your time like I have 3 times now. Why have I even tried to give them 3 chances, is beyond me.

First I set up an appointment online. Nothing no call no e-mail confirmation nothing. Second time called and set up an appointment the person never showed up. No call no cancellation nothing.

Now onto the third time, I even told them on the phone about my other 2 experiences. I asked are you certain that a person is coming? Because I am not missing work if they are not going to show up again. Oh yes, for certain they will be there.

Guess what? I get a phone call at 8:57am from The Sales Manager telling me that my appointment has been canceled because of a scheduling conflict. Well at least they called this time. Ha ha.

I was furious to say the least. I have missed work on several occasions now basically begging them to allow me to spend money with them. This is crazy!!! No more!

No more chances and no more wasting my time!!! Many companies need business and want to please their clients, not take them for granted. We will go else where. Imagine if they can't even come to a sales call, what would it be like during installation.

The worst part is I wanted to speak to someone of high authority and they would not allow me. They just kept saying I would have to speak to the sales Manager again. I said I had already talked with him when he canceled my appointment. I wanted to speak with a manager above him.

They told me he was the only person. Just crazy!

Save yourself the time, headache and frustration. Many other places to do business that will be glad to help you with open arms.

1 comment
Anonymous
#1044416

That was the exact same thing that happend to me and it took 3weeks to get my money back

Empire Today's reply to:

Empire Today - Hole in 2 day old Carpet - There when it was Installed!!

Dear Heather,
Thank you for making us aware of this matter. Per our understanding, we have addressed your concerns. If you have any further questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#690012 Review #690012 is a subjective opinion of poster.
Service
Empire Today Installation
Reason of review
Poor customer service
Loss
$5000
Preferred solution
Full refund

I found *** the size of a golf ball in the middle of our family room the day after installation. That was the first time walking through the room since we were so busy the day of installation.

I called customer service and they said 1-3 day call back. I called back 3 days since I never received a call and they put an "urgent" ticket out for a 24 hour call back. It's been 24 hours and still no call. Fraudulent company and I want my $5000 back!!!

To add on top of things there are marks all over our walls, we fed the installers pizza and gatorade and this is what we get!?!?!? Worst company EVER!!!

5 comments
Mckenzie
#1173425

HI,

Was this is issue resolved? If so, How?

They installed carpet for me last night and I noticed *** this morning... Very frustrated to say the least!

Anonymous
#1173433
@Mckenzie

Hi WillJub,

This was the start of our process because they would never call us back when we called even after they "escalated" the calls. They were rude, unprofessional and we just kept nudging.

Finally they were able to come and replace the carpet but after we said we were still dissatisfied with their service and the fact that they'd come when we told them not to we were able to get $1000 back. Good luck and keep complaining and pushing.

It's not right! Open a BBB complaint and respond on time to the BBB so they don't close your case.

Kennidy
#1025772

Hi Brian, thank you for bringing your experience to our attention. We never want our customers to be disappointed in the work that is done in their homes, and we regret that no one has followed up with you about this.

We want to ensure that everything gets completed to your satisfaction, and we will be contacting you shortly. You can also reach us at customersupport@empiretoday.com.

Thank you. Angelica Snell, Resolution Team Leader

Mckenzie
#1173424
@Kennidy

HI Angelica,

I had carpet installed last night from empire and this morning I noticed *** with missing fibers about the size of a nickel. Do you know what my options are? I called empire and I'm currently waiting for a call back with in the next 24hrs..

Kennidy
#1173462
@Mckenzie

Hello WillJub,

We want to help, but are unable to locate your account with the information given. Please contact customersupport@empiretoday.com so we can assist further.

Thank you.

-Empire Customer Support

View more comments (4)
Empire Today's reply to:

Empire Today - Dishonest, deceptive pricing

Hi Robin,
We appreciate you making us aware of your experience, and understand that your concerns were addressed to your satisfaction. If you continue to have questions please contact us at customersupport@empiretoday.com.
Thank you.
ID
#634589 Review #634589 is a subjective opinion of poster.
Service
Empire Today Installation
Cons
  • Dishonest pricing
Reason of review
Poor customer service
Loss
$375
Preferred solution
Price reduction

They have deceptive, dishonest business practices. The installation of vinyl floor went fine but we signed an agreement for a certain price and paid in full a month before the installation.

The salesperson who came to our house did the pricing and knew that we were redoing the floor because it was uneven and that some work would have to be done to the subfloor but he said that would be no problem. During the installation, my husband was told that we would have to be charged an extra $1500!!!! to fix the subfloor but they would be "nice" and "reasonable" and take $375. I called the salesperson and he said he would call me back which he didn't.

I called their customer service and talked to a manager, Bill, and was told that extra charges were agreed to in the contract we signed. Totally dishonest company. You sign and pay and in the middle of the job, when you really have no other choice, they boosted the price up over every other estimate we got. We would never have used them if we would have known this and we will not be calling them ever again for anything.

We have warned our friends and now we are warning you. This is not a company you want to do business with.

1 comment
Kennidy
#983788

Hi Robin, thank you for bringing your concerns to our attention. We understand that we’ve been in contact with you and agreed upon a resolution.

Please don’t hesitate to contact us if you have any additional questions or concerns. You can reach us at customersupport@empiretoday.com.

Thank you. Angelica Snell, Resolution Team Manager