Empire Today's reply to:

Empire Today - Worst Experience - Unprofessional

Dear Patricia,
All that we do is dedicated to making Empire, America’s first and best choice for installed flooring – a brand consumers know and trust, and we’re committed to providing exceptional customer service to our customers nationwide.

We’re aware that we’re currently working with you towards a solution, and will continue to follow up until your concerns have been fully addressed.

Thank you for your patience.
-ET Customer Support
ID
#1093330 Review #1093330 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Reason of review
Rude unprofessional salesperson and no follow up by the company
Loss
$4000
Preferred solution
I would like an apology. This is costing me $ because Empire did not follow through

We received a quote and subsequently a followup from Empire to lower the quote. The salesman was annoyed and never sent the updated document.

My husband spoke to him and he confirmed our install dates. The next day my husband followed up again for the updated paperwork because they were supposed to install floors that Monday (this was Friday). The salesman starting screaming at my husband and said he never locked in the dates. My husband yelled back that they had and we even changed our move date to accommodate the vinyl floor install.

WE then asked for his managers name because his behavior was completely unprofessional. He gave a name and then said "and don't f@@x+++ lie. He actually used the f word. I had my husband hang up and called the 800#.

It was a Friday night and they assured me a manager would call me back on Saturday. Have not heard from anyone.

Would never use them and will tell that to anyone that will listen. Horrible experinece

Empire Today's reply to:

Empire Today - Waste of Time

Dear Nancy,
We regret to hear that your installation did not take place as planned. We understand that you have decided to cancel your order, and per your request we have placed you on a do not contact list. If you continue to have questions and/or concerns don’t hesitate to contact us at customersupport@empire-today.com.
Thank you.
-Empire Customer Support
ID
#983062 Review #983062 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Reason of review
Salesman did not do his job
Loss
$5300
Preferred solution
STOP CALLING ME

What a waste of time. Of course their "50/50" deal only applied to certain products.

All we wanted was to pick out flooring get a price and get on with our night. The salesman called his boss to get us a "good deal". It was more than we wanted to pay, but we were willing to go with it. But first we had to sit through his life story.

He did the typical salesman tricks trying to win over the wife (me) and seal the deal. He took up a couple hours of our time talking about himself. What he failed to do was his job. He never checked the flooring under our carpet.

When the installers came out that was the first thing they did. They told us they were certain our tile was asbestos and because of that we couldn't get the hardwood we had picked because it would have to be nailed in. You can't do that with asbestos. If he had done his job we would have picked out another flooring right then and there, but instead they have lost a sale.

Just out of curiosity we asked the installers to measure. The salesman hadn't even gotten the measurements right. They would not have had enough flooring to complete the job. I wasted two vacation days on these people.

They have since contacted me three times.

The second time I asked them not to contact me again or I would post this information online.....so here I am. Moral of the story DON'T WASTE YOUR TIME WITH EMPIRE.

Empire Today's reply to:

Empire Today Carpet Installation Review

Dear Galen,
We are disappointed to hear about your experience. We will review this matter further and will be in contact with you soon.
Thank you.
ID
#967667 Review #967667 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Reason of review
Poor customer service

Salesman, Nick Engledow, promised that carpet installers would move a few pieces of furniture around to complete job. They were not happy that they had to do this saying if they were told they would have brought added crew. Tried several times to call Nick Engledow but after two weeks he hasn't returned a single call.

1 comment
Kennidy
#1250973

Dear Customer,

Your satisfaction is important to us and we want to help address your concerns. Unfortunately, we are unable to locate your account with the information provided.

Please email your concerns and account information to customersupport@empire-today.com so we can further assist you, and mention Pissed Consumer in the subject line.

Thank you.

Empire Today's reply to:

Empire Today - Worst experience ever!

Dear Dave,
We are saddened that you feel this way and assure you that we will investigate this matter further.
Thank you.
ID
#958382 Review #958382 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Reason of review
Other issue
Loss
$1

BEWARE.. very high pressure sales tactics and the salesman bad mouthed the competition the entire time..

The price quoted was over double the quotes rec'd already. The salesman insisted that Home Depot sold only inferior products after I told him they had carpeted the entire upstairs previously. I asked the salesman to leave and he would not.

After asking him to leave 3 times I had to threaten to call the police.

NEVER AGAIN! This company is a scam and a total rip off.

Finally after picking up my phone and telling him "i'm calling the police" did he get up and leave.. what a joke!

1 comment
Kennidy
#1243880

Dear Customer,

We strive to leave a positive lasting impression during our sales appointments and regret that this was not the case. We want to follow up with you to learn more about your experience, but unfortunately are unable to locate your account with the information provided.

Please email your concerns and account information to customersupport@empire-today.com, and mention PC in the subject line.

Thank you.

Empire Today's reply to:

Empire Today - Poorly Trained

Dear Rick,
We regret your experience, but understand that we have spoken to you in regards to your product concerns. For future questions or inquires please contact customersupport@empiretoday.com with your concerns and account information.
Thank you.
ID
#918805 Review #918805 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Reason of review
Poorly trained Salesman
Preferred solution
Just to inform Corporate

An Empire salesman shows up today, I tell him upfront that I'm only interested in 6.6 nylon carpets. He goes out to his car and brings back just one (1) nylon sample to pick from.

When I appear displeased to have only one selection to look at he then tries to sell me on polyester fiber.

I ask him for the specs on the one sample he did bring, when I asked him what the carpet's "density" is, he has no idea what I'm talking about. He calls his supervisor and she has no idea what the term "carpet density" is.

2 comments
Kennidy
#1212839

Dear Customer,

We are saddened to hear that your sales experience was not a positive one. We want to learn more, but unfortunately are unable to verify your customer information.

Please email both your account and contact information to customersupport@empiretoday.com for further assistance, and please mention PC in the subject line.

Thank you.

Anonymous
#1213246
@Kennidy

Apparently they did find my contact info, spoke with Empire today, told Rep that both the Salesman and Supv had no idea what "carpet density" was. Didn't bother to mention just the one sample to pick from. No apology or suggestions, pleasant "thank you" and that was the extent of the call.

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

Empire Today - Horrible expierance

Dear Rachel,
We never want our customers to feel uncomfortable during a sales appointment, and assure you that we take matters such as this one very seriously. We understand that time has passed since your posting, but we would like to ensure that your concerns are addressed. We will be in contact with you shortly to discuss this matter further.
Thank you.
-ET Customer Support
ID
#906867 Review #906867 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Cons
  • Outside sales person
Reason of review
bad sales person expierance
Loss
$650

The Sales person that came to my home was extremely not professional and even said some not appropriate things to me.. I believe he needs to have something done about this.

Dennis Menser. It wasn't about selling the hard wood floors it was about selling himself and what he can do. Yes, I need to get my floors done but I will contact other companies. I believe when you have someone come to your house to sell flooring that is what is should be and nothing else.

He also was doing something on his phone... it made me very uncomfortable and now he knows were I live which is even more umcomforable.

4 comments
Kennidy
#1279272

Dear Customer,

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.

-ET Customer Support

Kennidy
#1203630

Dear Customer,

We never want our customers to feel uncomfortable during a sales appointment and we assure you that we take matters such as this one very seriously. We want to learn more about your experience, but are unable to locate your account information. Please email your concerns to customersupport@empiretoday.com.

Thank you.

Anonymous
#1279213
@Kennidy

Please get rid of this person.. He is horrible..

Kennidy
#1279273
@PissedConsumer1279213

Dear Customer,

We never want our customers to feel uncomfortable during a sales appointment and we assure you that we take matters such as this one very seriously. We want to learn more about your experience, but are unable to locate your account information. Please email your concerns to customersupport@empiretoday.com.

Thank you.

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

Empire Today - Thought everything was good....until my order was randomly cancelled!

Hello Cherie,
Thank you for making us aware of your experience. We regret the lack of communication that you received and wish to learn more. We will be following up with you soon.
Thank you.
-ET Customer Support
ID
#877102 Review #877102 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Reason of review
Order processing issue

I placed an ordered with an Empire Today associate -David- for skylight blinds in my living room. The sales rep was very helpful and even said he had skylights similar to mine.

I told him I wasn't in a big hurry but as time went on with no contact, I became concerned. Finally, Trent- the one taking measurements- came to the house twice. I waited again for installation information. Then a few days ago, I received a refund check for my deposit.

There was no explanation as to why I was receiving a refund, just the check. After going through three phone associates to find out what was going on, one finally told me that the sales rep - David - had cancelled the order due to the blinds not fitting minimum width requirements. I found that out only after having to research the information. There was no call explaining why or that the order would be cancelled.

I've been waiting for weeks for installation only to find out that they never intended to follow through. I am totally disgusted with Empire Today!!

Empire Today's reply to:

Empire Today - $99 Deal is no deal.

Dear Frederick and Tami,
We strive to leave a positive lasting impression during our sales appointments and sincerely regret that this was not the case. We would like to answer any remaining questions or concerns that you may have, please contact us at customersupport@empiretoday.com with your inquiries.
Thank you.
ID
#580383 Review #580383 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Cons
  • False advertising
  • Being ripped off
Reason of review
Pricing issue
Loss
$3000
Preferred solution
Price reduction

My wife and I called in response to the Ad and was not given notice that only a select product was included. The was never any distinction made between what product was in the special and what was not. The company did not try to rectify the situation of the false sales pitch. We have no problem with the work itself but the company, including the representative that came to our home are as fraudulent as could be.

We made several calls to their offices at least expecting to get a little satisfaction and nothing has transpired. My advice would be not to get involved with this company. They have no morals. We decided to not have the study done and the salesman acted as though he did us a favor for knocking 2k off the price.

If you do deal with this company, you do so at your own peril.

1 comment
Kennidy
#929956

Thank you for bringing this to our attention. We would like to know more about your experience, and we would be happy to discuss our pricing and the current promotion in more detail.

Unfortunately, we have not been able to locate your account with the information posted here. If you call us at 888-588-2315 x4195 or send your contact information to customersupport@empiretoday.com, we will follow up with you as soon as possible.

Thank you. Jeanette Ramey, National Customer Service Manager

Empire Today's reply to:

Empire Today - Empire No Show - Wasted My Time

Steven, your experience is not what we expect for our customers, and we regret that you were inconvenienced. It’s our understanding that we’ve been in contact with you and that your sales appointment has been rescheduled. You can also contact us at 888-588-2315 x4195 or customersupport@empiretoday.com if you have any additional questions or concerns.

Thank you.

Rebekah Clerk, National Customer Service Manager
ID
#425175 Review #425175 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Loss
$300

I scheduled an appointment with empire to quote new flooring in my home. I had an appointment today, Monday, between 4-6.

I leave work early (losing money)to ensure I am home on time for the representative. I wait until 6:30 before I call customer service. The customer service rep puts me on hold for 15 minutes while he tries to contact the rep that never made it to my home. He comes back to tell me that the rep didn't have the flooring samples and she called her sales manager and told him and assumed that the sales manager would call and cancel my appointment.

The sales manager assumed the rep would cancel my appointment (probably because that's what a good rep would do, not have her boss do her work), so nobody ended up calling me. The customer service offered $50 off. Wow...$50 off of my project which would have been about $20k. I lost more than $50 for leaving work early.

What a waste of time.

Not notifying your clients is bad business.

Empire Today Products and Services Reviews

Product or Service Reviews
Carpet Installation  1.8 90
Flooring  2.3 118
Flooring Installation  2.1 61
Vinyl Flooring  2.1 6
Customer Care  1.5 57
Empire Today's reply to:

Empire Today - Empire Direct, Misleading Price, Rude Salesman and a BINDING ARBITRATION clause

Mr. Levene – I’ve read the information that was provided in your post and also have been in contact with my team to learn more about the information that we have on file. Since I oversee the Customer Service Team, I can assure you that we take each and every concern seriously. I do apologize for any inconvenience this may have caused to you and your wife. Please understand that at times, there are certain requests that we are unable to execute, however, our goal is to work on a mutual resolution with each and every customer. It is my understanding that you had requested as part of the resolution to have the binding arbitration clause be removed; unfortunately we’re not able to change terms that have been specified. However, we will honor the pricing that was originally stated during your In-Home Consultation. The product would also have the manufacturer warranty along with our service installation warranty. If you would like to discuss this resolution or another option that doesn’t include the removal of the binding arbitration clause, please feel free to contact a member of my staff, Tina Binette, Director of National Customer Service at 888-588-2315 ext 4211 or customersupport@empiretoday.com. Bridget Moscatello, Vice President, Customer Care
ID
#196801 Review #196801 is a subjective opinion of poster.
Service
Empire Today Sales Representative

Summary: recommendation is to buy elsewhere

Empire Direct Salesman visited and was on several occasions rude, making jokes at my expense. Contrary to my better judgement, my wife liked the carpet, so we agreed price and I left my wife to take care of paperwork.

Upon reviewing the contract that evening, there was an unexpected $200 dollar difference in price agreed, furthermore buried in the terms and conditions a "binding arbitration" clause.

Out of principle, I cancelled the order next day and prior to writing my experience of Empire on this site, I gave their VP an opportunity to remedy the situation by removing the binding arbitration clause and honoring the original agree price.

After speaking with a different local sales representative, I was expecting to hear back but never received a call back despite leaving messages. It took another email to a sales director to get a reply.

What does this mean? In the event of a dispute your ONLY option is binding arbitration with Empire Today. Please "google" the term on Wiki - Binding arbitration was intended for internal commerce NOT to restrict consumer options in the event of a dispute.

The lack of response from the local office is indicative of what you can expect dealing with Empire. Head office has higher expectations which are simply not met by the Atlanta local office.

I consider myself to have had a lucky ESCAPE, clearly if the company was confident in its products, it would have no problem removing the binding arbitration clause.

Empire Today's reply to:

Empire Today - Non-functional sales

I have read your post from two years ago and apologize that our sales representative did not follow back with you at this time. Customer service is extremely important to us and we are continually trying to find ways to improve. We want to follow back with you to see if there is anything we can do for you. If you are interested, please contact me at gcielocha@empiretoday.com via phone at 888-588-2315 ext. 3369. Gina Cielocha, Marketing & Communications Manager
ID
#130869 Review #130869 is a subjective opinion of poster.
Service
Empire Today Sales Representative
Loss
$6500

I had an insane sales experience with Empire. I called for a quote and a representative (Hal) came to show his samples and measure.

He gave a price, I accepted and that was the last I heard from him.

When I subsequently called him, at first he would say he was busy and he would call back and then finally he stopped calling back (??) Some way to run a business.

I tried calling the company to get a new salesman but he appears to be the sole local representative in the Bay area. If this is how they act when they WANT my money, how are they going to act when they HAVE my money?