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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.

They installed carpet in the second floor of my home. I also used them for vinyl plank flooring in my basement, and window treatments. The result is beautiful. The carpet looks great, and I get so many compliments on how good the basement floor looks. I love the window...
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Review
#1012196 Review #1012196 is a subjective opinion of poster.
Pros
  • Easy to schedule in-home consultation
  • Quality of the product
  • Honesty of the vinly installer
Reason of review
Good quality
Dear Mr. Finlayson, We understand that we have been in contact to you in regards to your concerns, and have offered a fair solution. If you continue to have questions please email us at customersupport@empire-today.com. Thank you.
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Review
#973901 Review #973901 is a subjective opinion of poster.
Dear NaKetha, We regret to hear about your experience and assure you that your concerns are important to us. If you continue to have unanswered questions please contact us at customersupport@empiretoday.com. Thank you.
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Review
#950748 Review #950748 is a subjective opinion of poster.
Empire Today's reply to:

Empire Today in South Elgin, Illinois - Bad Customer Service - Don't Let Empire Do This To You

Dear Morgan,
We apologize for the inconvenience that this matter caused for you. Our records show that your account has since been updated and a refund was processed in November of last year. For future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#937164 Review #937164 is a subjective opinion of poster.
Cons
  • Too long to schedule
  • Wrong colors and measurements of product
  • Customer service
Reason of review
Poor customer service
Loss
$650
Tags
  • blinds and drapes

I needed three blinds installed. After several phone calls and one missed appointment on their part, the salesman finally came to get the order.

An installer came to take measurements. And then once the blinds were in, it took me several times to get a hold of someone (I left messages, but no one ever called me back). I made several appointments, all of which were either cancelled or just forgotten. After finally getting someone here, ALL three blinds were wrong – wrong colors, wrong measurements.

Of course, they made me pay the full amount before the installation, so while I’ve been told I will get the correct blinds, there’s no guarantee that will happen because they have their money, so where’s the motivation?

We had used Empire in the past and had no problems – I had always recommended them. But after this complete disaster, I will never use them again and I implore you to stay away from them as well.

Empire Today's reply to:

Empire Today in Des Plaines, Illinois - Hurry Hurry

Dear Customer,
it’s disappointing that you weren’t happy with your sales experience. We’d like to speak with you more to better understand what happened. However, we aren’t able to look up your account with the information provided. Please send your account and contact information to customersupport@empiretoday.com so we assist.
Thank you.
Review
#924704 Review #924704 is a subjective opinion of poster.
Tags
  • Lying Eyes

From the git-go I was being rushed into deciding on the few samples brought that I said I didn't ask to see such samples and was only interested for the requested samples and colors I spoke when I made the appointment. This guy wanted me to make a decision and as the other comment posted did the same rush to sign and install.

Told him not interested and by then he said if I sign to install he'd give half off!

I told him I don't make decisions like that and he had nothing to offer me that I liked in color or in tile or anything right now and I had someone coming in a few minutes and if I was interested still I would call and he could come back! Of course I didn't do that because when red flags are waved at me I listen!!!!!

Empire Today's reply to:

Empire Today in Saint Charles, Illinois - Empire carpet, tardiness and lack of compassion, major inconvenience

Dear Nicolas,
Thank you for bringing your concerns to our attention. We understand that we have followed up with you and addressed your concerns. For future questions please contact customersupport@empiretoday.com.
Thank you.
Review
#881797 Review #881797 is a subjective opinion of poster.
Cons
  • Misleading sales
  • Lack of resolution
  • Many things
Reason of review
multiple isssues, price, delays and customer service
Preferred solution
rapid resolution and installation, price reduction, contact and compassion
Tags
  • Delays

Update by user Jul 13, 2016

Unbelievable, still waiting.

Original review posted by user Jul 13, 2016

My carpet was scheduled to be installed on july 13th, 2016. I received confirmation calls the day before and the morning of. An hour before the installers were scheduled to arrive we received a call stating that the carpet was out of stock.

My house has been cleared. My wife and I are took the day off of work, $$. The kids are at a sitter, $$.

Empires response was one of zero compassion and zero willingness to give us revolution. You can tell that they are so used to dealing with this issue that the customer service reps have no patience and quickly go on the defensive and get quickly irritated.

I am still waiting to hear back from them, and now their voice mailboxes are full. Funny, empty in the morning and able to accept messages, full by noon (complaints I am sure).

As far as the 50% off sale, it is all tactic. Carpet is a commodity, brands have to stay competitive or they go out of business. Empire will tell you that their carpet costs twice as much and you are getting the sale. Don't let that fool you. Shop around and you will see that empire is right in line with other businesses. If you do pay a few hundred more for a local company, realize that you will likely get much better customer service and that the smaller companies will likely take ownership of their product and installation. Empire on the other hand has a team in place that is trained to beat around the bush and offer you delay after delay. Good luck getting a rep, sales or management that is willing to go the extra mile for your satisfaction.

Empire Today's reply to:

Empire Today - Carpet Installation Review from Bolingbrook, Illinois

Dear Brian,
Thank you for your post. We are happy to hear that your experience had a positive turn around, and that your concerns were answered at a timely manner.
Thanks for sharing!
Review
#772766 Review #772766 is a subjective opinion of poster.
Reason of review
Poor customer service

Epic Empire Carpet Install Fail

Salesman came out ontime, the only thing that happened ontime.

After putting down a cash deposit, install appointment was made for Jan14 PM (after 12). A message was left on voice mail, saying the install crew was on way and would be there around 9.30am. I called and said that wouldn't work. As I explained to the salesman at time of sale, I can not be here before 12. The office said they couldn't change the time but could cancel the install and reschedule for another date. I asked how its possible to contact the installer to cancel but you can't to change the install time to what i requested. They put me on hold and came back saying they reached the installers and they will arive after 12. Awesome one hurdle accomplished, just wish i knew the drama that was to unfold a few hours later.

Installers showed about 12. Said there scheduler talked to me before hand and that I said AM install was ok, that was a lie. The installers questioned it because paperwork clearly stated a PM install. They showed me the carpet in van to be installed, before removing it. The carpet was not even close to what was chosen with the salesman at time of purchase. They said they would go back to warehouse and return. I was fine with that, explained that it wasnt a problem, as long as you come back today, anytime i dont really care, as long as it's today. They said no problem, then by 6pm never came back. Called salesman (which is a stretch referring to him in that manner). I requested order to be canceled. Salesman said he would knock money off order an said he would request they do the install on Jan15 by 9.30am. I finally agreed and said if they are not here by 10am, I can't wait and will not be here had to go to work. The installers didn't show. I left and called the salesman, explained that i had to leave. He informed me that i should cancel the order then. He said its not in his purview. Last i checked from the beginning to the end of a sale is in the complete purview of a true salesman. My son was home, so i figured id let things roll and see if they show up later, they did. Just as i was going to leave work to come home and wait, my son calls to inform me the installers are here. Great wonderful, well no not really, because apparently they brought the EXACT wrong carpet as the day before.

Called office and said they need to check the salesman board against their inventory because something is truely wrong. Who sends out the wrong carpet twice in concecutive days, Empire does that's who. After a few calls and having to wait. Epire claims the salesman sample board was incorrect and that I would have to schedule another get together the following week. I explained that I didn't understand why someone couldn't come to me today or even i could meet someone where ever they wanted. I had 2 rooms of stuff packed into 2 other rooms and the hand rail on 2nd floor removed, ahead of the imstall. I needed the carpet installed, i had expected it to have been installed. I did everything i could, Empire did everything to not install it.

I canceled the order and requested my money to be returned. They attempted to offer a further reduction in price, that i did not accept. It's not about money at this point, it's about getting product, it's about service, it's about wanting to deal with people who believe their purview goes beyond holding your hand out and accepting cash, before your run away and hide.

I would not recommend Empire for anything, unless it's nothing you are looking for. They have an endless supply of that.

Empire Today's reply to:

Empire Today in Chicago, Illinois - 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.
Review
#634589 Review #634589 is a subjective opinion of poster.
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.

Dear Syed, We never want our customers to be disappointed in our services, and we regret the lack of follow up you received. It’s our understanding that we have spoken with you about this issue. For future questions or concerns please contact us at...
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Review
#533407 Review #533407 is a subjective opinion of poster.

Contact Empire Today Customer Service

Mailing Address:
Empire Today
333 Northwest Avenue
Northlake, Illinois 60164
United States
All Empire Today Contacts

Empire Today Products and Services Reviews

Empire Today's reply to:

Empire Today in Crest Hill, Illinois - Agravated and ignored

Abraham, we always want our customers to be completely satisfied with the work that’s done in their homes. We understand that we’ve been in contact with you regarding the issues that occurred during your installation and have agreed upon a resolution. If you have any additional questions or concerns, please do not hesitate to contact us at 888-588-2315 x4195 or customersupport@empiretoday.com.
Thank you.
Rebekah Clerk, National Customer Service Manager
Review
#426851 Review #426851 is a subjective opinion of poster.
Loss
$8200

Purchased $8200 worth of flooring including hardwood floors and stairs and carpeting and vinyl through out my new home. Took Monday 6/24/13 off to accomodate install scheduled to start at 8am that morning. Installer arrived at 4pm. (Could of gone to work). Then he tells me that one floor is 1/4 inch taller than other and we should add transition instead of removing 1/4 inch because of risk of subfloor damage which would cost additional $3000.00. I asked can u just add 1/4 inch and he said yes but still need transition. So he continued to work.

The next 2 days (tues, wed) he worked till midnight. (Mind you, i have to be up daily at 6am for work.) Wed night at midnight (thurs AM) he is about done laying floor with exception of reinstalling toilet and sink and trim around home. he also says in order to do hardwood stairs i must upgrade to custom stair and pay $2400 more. he has me sign paper and grade him and says *** be back to complete thursday.

Thursday I take wife and she doesnt like 9ft transition (wood to wood) in living room.

1st call to empire. No response. Thursday installer calls to say come open door i need my tools and ill be back to complete your job Friday. 2nd call to empire. No response. Keep in mind toilet and sink still in garage and stairs have been stripped of old carpet and are naked and nasty. Finally, empire calls and says sir in my portal your job is listed as satisfactory and complete.

After i explain that we dont like and toilet is in garage he sends evaluation team on Monday 7/1 and they call back tuesday 7/2 and have agreed to redo floors on Mon 7/8. well todays is Sat 7/6 and I walk into home and have a water leak.

I assume a bad washing maching. I pull washer back and the is leak coming from inside wall. I hire a pro to repair leak and guess what?

The wall in laundry room is shared with living room and 2 nails that where used for baseboards and trim have punctured my water line causing me to spend $750 to fix water leak and drywall ripped open to repair. Talk about a freakn nightmare.

Oh by the way, my stairs are still naked, and my sink and toilet are still in garage. And just incase your wondering yes they have already been paid in full. At date of purchase I was told 1 maybe 2 days tops to complete job here we are going on 2 weeks and still not complete and this is supposed to be a reputable company and they claim to have best installers. Ya OK?

Never again.

Abe