Empire Today's reply to:

Empire Today - Carpet not in stock

Dear John,
We are disappointed to hear that your installation was delayed due to the product not being in stock. We understand your frustration and assure you that we will do our best to help resolve this matter. Unfortunately, we are unable to locate your account information. Please email us at customersupport@empire-today.com with your account and contact information so we can follow up with you.
Thank you.
ID
#898110 Review #898110 is a subjective opinion of poster.
Cons
  • Broken promise
  • Lack of resolution
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

I had contracted with empire to install carpet in my house. Fast forward to today.

Empire called me this morning, day of install to say sorry we don't have your carpet in stock. So nobody looked the day before to figure out if you have stock for the next day. Then it took all day to get in touch with a manager, just for her to say "so what do you want to do".

I want to cancel my order and will NEVER think about using empire or will not recommend them to anyone I know. Thanks empire for wasting my time.

1 comment
Kennidy
#1197305

Dear Customer,

We are disappointed to hear that your installation was delayed due to the product not being in stock. We understand your frustration and assure you that we will do our best to help resolve this matter.

Unfortunately, we are unable to locate your account information.

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

Thank you

-ET Customer Support

Empire Today's reply to:

Empire Today - Carpet Installation Review from Atlanta, Georgia

Dear Jack,
We are disappointed to know that your experience did not have a positive start, but are aware that your installation was completed since your last post. For future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
ID
#742290 Review #742290 is a subjective opinion of poster.
Reason of review
Poor customer service

Customer service SUCKS they will not follow up and do what they say i am having problems with my carpet instaltion and and they wont help and the worist is they say they will call you back to let you know and you never hear from that person agian

1 comment
Kennidy
#1072129

Thank you for bringing your concerns to our attention. We never want our customers to be disappointed in the work that's done in their homes, and we regret that you've been having difficulty in getting these issues addressed.

We would like to know more about the situation and help make things right for you, but we are unable to locate your account with the information posted here.

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

Empire Today's reply to:

Empire Today - NEVER USE THEM NO MATTER WHAT THE DISCOUNT IS..

We’ve read your review, and it’s disappointing that you have not enjoyed your experience with us so far. We never want our customers to be disappointed with our service or the work that is done in their homes, and we would like to know more about what happened and help make things right for you. Unfortunately, we cannot locate your account with the information posted here. Please call us at 888-588-2315 x3555 or send your contact information to customersupport@empiretoday.com so that we can follow up with you. Thank you. Angelica Snell, Resolution Team Manager
ID
#693811 Review #693811 is a subjective opinion of poster.
Reason of review
Poor customer service

WE CALLED THIS CARPET PLACE TO GET A QUOTE. EVERYTHING WAD DONE ONLINE.

THEY HAD YOU ORDER YOUR CARPET VIA THE WEBSITE AND THE A REP CAME ON BUT THEY WERE RUSHING YOU THROUGH THE PROCESS WITHOUT GIVING YOU TIME TO READ. YOU ALSO SIGNED THE CONTRACT ONLINE AND AT THE END, YOU DID NOT GET A COPY OF THE CONTRACT. I MADE A CHANGE THE NEXT DAY BY CALLING LETTING THEM KNOW THAT I WANTED A DIFFERENT BRAND OF CARPET ON MY STAIRS. WHEN THE INSTALLER CAME, HE NEVER SAID HELLO, HE JUST SAID I NEED FULL PAYMENT.

OF COURSE THAT PISSEDME OFF. I TOLD HIM I DON'T PAY BEFORE THE WORK IS DONE. THE INSTALLER CALLED THE BOSS AND THEY TOLD HIM TO LEAVE. THEY CALLED BACK SEVERAL HOURS LATER AND SAID THEY HAD THE NEW UPDATED CARPET AND CAME BACK THE NEXT DAY.

AGAIN, THEY FIRST ASKED FOR THE PAYMENT. WE WENT BACK AND FORTH, ASKED TO SPEAK TO A SUPERVISOR AND THEY WERE JUST AS RUDE. I ENDED UP PAYING BECAUSE OF THE URGENCY I WAS DEALING WITH. THEY ASKED FOR MY DRIVERS LICENSES AND CLEARED THE CHECK.

THEY THEN STARTED INSTALLING AND I NOTICE MY CARPET WAS IN STRIPS AND NOT A SHEET. I ASKED THEM TO REDO THE CARPET BECAUSE IT IS NOT WHAT I EXPECTED. THEY DID NOT HAVE THE BINDING FOR THE STAIRS AND THEY SAID THEY WILL COME BACK. NOW THAT I PAID THEM AND I ALMOST POSITIVE THAT THEY WILL NOT BE BACK BUT I WILL UPDATE THIS EMAIL IF THEY DON'T.

I WOULD NOT RECOMMEND THESE PEOPLE TO MY WORST ENEMY. PLEASE DO NOT USE THEM NOT MATTER WHAT 1/2 PRICE THEY ARE OFFERING.

THEY WERE RUDE, DISRESPECTFUL AND THE MANAGEMENT TEAM WAS JUST AS BAD. IT IS NOT WORTH IT.

Empire Today's reply to:

Never use Empire today for flooring.

Irma, we're sorry to hear about the issues you've had with your product. As a company, we're dedicated to your satisfaction and want you to be happy with your new home. Even though, it's been some time since your installation, we want to work with you towards a solution. We've been able to locate your information in our system and will have someone reach out to you shortly to address your concerns and to work towards a resolution with you. If you have any questions or concerns before this time, please don't hesitate to email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195. We look forward to resolving this with you. Rebekah Clerk, National Customer Service Manager
ID
#255587 Review #255587 is a subjective opinion of poster.

I put in new carpets 3 years ago and they were shocking after 2 years. I called and called and of course no one called me back.

I finally called pretending that I wanted new floors. They came immediately. The salesman said that is was normal wear and tear. After 3 years I have to replace my carpets.

Replacing carpets every 3 years is not normal wear and tear.

No customer service after the job is complete.

Do your research and look at different companies.

When they advertise discounts do not believe them. There are so many other companies that give you good service before during and after the job is done.

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.

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 - I was Very Disappointed!!

Customer satisfaction is extremely important to us. As a member of the Customer Service Management Team for Empire, I am sorry your experience did not meet your expectations. I apologize for the inconvenience that this may have caused you and your parents, and I understand that you were disappointed as well. The situation you described is not how we handle our scheduled appointments or customer service. We know our customers are very busy and we take the appointments very seriously. Since we do not have your contact information, if possible, would you please contact us so we can provide you a resolution, please feel free to email us at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
ID
#182065 Review #182065 is a subjective opinion of poster.

I called for my parents to get carpet & tile installed in their home. heir appointment for the free estimate and samples to be bought to the house was on a Sat.

between 1-3. Not only did no one show up , but I called once and was told that the person was still on their way to my parents home; an hour later when I called back I was told that the computer Never assigned anyone to come to the house. I was so disappointed because I had arranged for the appointment called, got my parents to rearrange their personal affairs so that we could be there when the person got there.

We were not even blown off by the company, they claim there was never anyone assigned to come to the house so we were not even a thought. Their Customer Service is just horrible!!!!!!

1 comment
Anonymous
#145505

Thank you for bringing your appointment experience to our attention. Our customer service team looks forward to addressing your concerns immediately. We encourage you to contact us directly by calling us at 800-588-2300.

Empire Today's reply to:

Empire Today - Empire installed defective laminate flooring which they refuse to make right.

Ms. Parker, I would like the opportunity to speak with you regarding your experience with the performance of the laminate flooring. As a member of the Customer Service Management Team, I want to be sure that we can work with you on a resolution. I understand that we have already offered to repair your flooring. If there are any issues that arise with the quality of the product or service of the installation, we will work with the customer on identifying the concern and assisting in providing a resolution and potentially hire an outside company to perform an inspection of the flooring. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers’ lifestyles. All our products are backed by manufacturer product and installation warranties. It is important to following the product care information provided at the time of your installation for laminate flooring in order to properly maintain the floors. It is recommended that you use any reputable laminate floor cleaner, following the manufacturer’s recommended guidelines, and please avoid the use of water. Be sure to remove any wet spills immediately to avoid liquid penetration into the seams of your flooring. If possible, would you be able to contact me at your earliest convenience, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315, ext. 4195. Rebekah Clerk, National Customer Service Manager
ID
#170202 Review #170202 is a subjective opinion of poster.

We purchased laminate flooring in September 2008. The salesman, Alan Peele, knew that it would be installed in our kitchen and den. He assured us that it was even more user friendly for our purposes than hardwoods would be. $2,451.00 later, we had our new floor. We liked its appearance, though the boards were not laid exactly as had been described. What we did not like was that a year later, the laminate was "bubbly" in places. My first contact (Nov 2009) was Rhonda Coleman, who was slow to return my calls. She did send two people who I thought were to repair the affected boards. It seems they were there to assess the damage and report to Empire, who might or might not pay for this. They were unable to answer any of my questions. As they were leaving, I pointed out that they had further damaged the floor and it looked even worse; they put some blue duct tape along the more noticeable places. After repeated calls to Rhonda, she said it was our fault the floor was bad and that Empire wasn't responsible for moisture damage. When I became upset, another assessor came to view our floor. Eventually Rhonda told me Empire would not stand by the promises made by the salesman.

She referred me to Renatta Odum, who essentially said "tough luck." Ms. Odum said we could pay for another opinion ourselves. She too had no explanation for why Empire would install a kitchen floor that couldn't be damp mopped. She was curt, but I did get the name of the next higher up, Tim Sherwin.

My husband and I both explained we weren't out to profit from this; all we wanted was a simple repair. Tim Sherwin too essentially said "tough", although he did say the floor we had was supposed to be durable and highly resistant to moisture. My husband pointed out that the worst damage was not even in an area exposed to any wetness. He also asked how one can clean a floor or even walk on it without some contact with moisture. He told Mr. Sherwin that we had been very careful and had not abused the floor at all. He asked about the assurances we got before we paid for this fiasco. We got no answer for this and no apology. Mr. Sherwin did send us their report; we have given it to our attorney.

My advice is to avoid Empire at all costs. Whatever you're walking on is better than the poor service we've experienced.

Salesman Alan Peele:314 374 3299

Rhonda Coleman: 770 441 8077

Corporate Renatta Odum (?) 847 583 3000

Regional Tim Sherwin 888 588 2315 ext 7813

7 comments
Anonymous
#164855

What was the result after going to your attorny...funny enough I am going through the exact same problem and talking to the exact same people. The only difference is that I started having the problem the day after they installed it.

Every one of them has been rude, one even hung up the phone on me after I got upset for him giving me an attitude.

I am going to the BBB to file a report. I was also considering going to a small claims court.

Anonymous
#131181

I have a consultation with them tonight regarding flooring but after what I read, I am going to cancel. Home Depot or ABC Flooring here comes my business.

Anonymous
#128868

I just wanted to thank you for this board i just called empire to schedule a in home consultation i was looking to install about 3400sf of hardwood floors and i would have probably hired them if it wasnt for your comments so i thank you in advance you just saved me a $15,000 mistake.

Anonymous
#124914

The same problem here. i spent four grand. I cant even get a call back!!!

Anonymous
#115807

We are currently researching your concerns. We are dedicated to service and satisfaction. A representative from our customer service team will continue to be in contact with you to assist with all your concerns.

Anonymous
#114462

The sad thing is, your right Bill. Empire is a big ripoff and people are starting to notice. Hello come to this site before you purchase it's: www.pissedconsumers.com!

Wish we could make a blog and record the positive and the negative. What do you think the results will read 0.o?

Stay clear of empire today, the people within this company are shady which will only lead to a nightmare. Peace & GL all!

Oh and for those who just read this one post, check out my other post and how much negative feedback empire today recieves on a daily basis.

Anonymous
#113476

I did a search to try and find some good about empire today. I did find some things that were said good about empire today but they look more like they were posted by empire today.

I find more bad things said than I do good. I am sorry for for bashing empire today.But when you find more bad things than you do good , well it has turned me away from using them.

View more comments (6)
Empire Today's reply to:

Empire Today - I purchased new carpet, and they put in the wrong color.

I would like the opportunity to speak with you regarding the problems you had with your carpet color. Customer satisfaction is extremely important to us. If there was a mistake on our part with the color, we will stand by our products and service and work with you on a resolution. If possible, could you please contact me directly and I will reach out to you? Please feel free to email me at customersupport@empiretoday.com or contact me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
ID
#140339 Review #140339 is a subjective opinion of poster.
Loss
$2

I purchased carpet from Empire today, they installed the wrong color but would not replace it for the right color. They said I had to purchase a new roll of carpet at there price, which I already purchase carpet for over $5,000.

They would not make up for there salesman wrong doings. It was all the consumers problem. They hurt the small people in this world, that does not much money to replace anything. If they were a stand up company for their product, they should go out of their way to help with the mistakes they made.

Well all the complains they should be out of business. Do not purchase anything from this company.

2 comments
Anonymous
#54652

It sounds like you work for empire. And again I say they were in the wrong.

It was not the color that I order. Sorry

Anonymous
#54647

So sad, I'm sure the carpet you got was the color you choosed and after seeing it on your floor you decided that was not what you wanted. I'm sure Empire did their best to investigate your order. Empire is the largest flooring best with lots of advertisement and have no room for this kind of false complaints.

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

Empire Today Nothing but a Scam

On behalf of Empire Today, I apologize that we didn't meet the expectations that you were expecting by scheduling an in-home estimate with us. Empire takes the feedback from its customers very seriously. I will ensure that your experience is brought to the attention of our Sales Team. Rebekah Clerk, National Customer Service Manager. If you would like to speak with me directly, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195.
ID
#135001 Review #135001 is a subjective opinion of poster.
Loss
$1600

I contacted Empire Today on August 28th for an estimate on installing some hardwood flooring. The sales rep that showed up was unprofessional, pushy and had a huge attitude.

I wanted hardwoods and he tried his best to talk me into purchasing laminate flooring trying to explain to me that laminate is better than hardwood. When I wouldn't budge on my decision, he proceeded to quote me on my flooring choice. The quote that I received was $800 higher than a local flooring company. The sales rep had the audacity to tell me that I was making a mistake by not purchasing from them and that his price was the best out there.

He proceeded to slam his samples on my existing hardwoods scratching them.

Talk about a company that is full of itself.

Contact Empire Today Customer Service

Website:
www.empiretoday.com
Mailing Address:
333 Northwest Avenue
Northlake, Illinois 60164
United States
Phone:
(800) 588-2300
Contact Empire Today Customer Service

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

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