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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.

Empire Today's reply to:

Empire Today in Chicago, Illinois - Will NEVER use Empire again

Jacob,

we regret any inconvenience that may have occurred due to the delay in your installation. We never want our customers to be disappointed in the service they receive, and we have left you a message to discuss your experience. Please contact us back at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
Review
#364708 Review #364708 is a subjective opinion of poster.
Loss
$3000

In April 2012 I decided to use your company for blinds. Your salesman Nate Kinard came out and showed me different options and explained how everything would turn out just the way I wanted.

First he said the the 2 rows would look symmetrical, this Is not true, the sliding glass door valance is higher then the windows valance and the trapezoid blinds are shorter than the middle Window blinds. Next the top center blinds do not open equal on both sides. Then I wanted all the controls on the right, which Nate said would not be a problem, he was wrong again, the right trapezoid's control is on the left (where the couch is) while all others are on the right.

After waiting 7 months, supposed to be 2 weeks, you would think there would be no mistakes. Also my very pleasant installer had no help and was not informed to bring a taller ladder for my 19 foot ceilings like I asked.

Empire Today's reply to:

Empire Today in Chicago, Illinois - Do not use Empire Carpet!!!!!!

Stephanie, the lack of follow-up that you received is regrettable, as we want to provide all our customers with world-class service and ensure that they are completely satisfied with the products they receive. We understand that we have spoken to you about your concerns and that we have a scheduled an appointment to make the necessary repairs. If you have any additional questions or concerns, please contact us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#324121 Review #324121 is a subjective opinion of poster.

About a month ago we had lvt tile installed in our home. Noticed write away it was popping up and was told to give a little while to settle.

Well it never did they came on 06/02/2012 stated atleast 35 tiles had to be replaced.

The would call monday 06/04/2012 well guess what no call I have been calling and the nasty and rude customer service reps keep saying give us another 1-3 business days! really well we spent $5000.00 and I want my floor fixed stop with the stall tatics and fix the floor!!!!!!!!

Empire Today's reply to:

Empire Today in Chicago, Illinois - Empire Carpet

We’ve read your post and truly apologize for the issues you’ve had with your product. We always want you to be happy with the finished results and would still like to work with you. Unfortunately, we’re not able to look up your account with the information provided. Could you please send us your contact information to customersupport@empiretoday.com or call us at 888-588-2315 x4195 so we may look into this further and reach out to you? Thank you and we look forward to finding a mutual solution with you. Rebekah Clerk, National Customer Service Manager
Review
#250673 Review #250673 is a subjective opinion of poster.

DO NOT BUY FROM EMPIRE CARPET!!!!! They do NOT stand behind their products and will blame the homeowner for their shoddy workmanship and cheap materials.

My husband and I had carpet installed last year by Empire. We did not order the cheapest carpet and chose a mid-grade plush. We first noticed that the carpet was matting down instantly but thought that it was normal since it had been so many years since we had new carpet. After several months, we noticed a distinct wearing in the "high" traffic areas (Note - it is only the two of us - no pets, no children and neither of us wear shoes in the house). After almost a year, we realized the amount of matting and wear was not normal because the carpet looked as bad as our 17 year old carpet we had just replaced.

We called Empire and they sent an inspector who could barely speak English and did not know how to operate my vacuum cleaner. He said that he only took pictures and agreed with me that the carpet looked unusually worn. A week later I received the inspection report in the mail and was surprised to find that Empire blamed the matting of the carpet on my new $500 Dyson vacuum. Their reasoning was that the beater brush barely touched the carpet. The inspector said we had incorrectly maintained the carpet. Since when is regular vacuuming with a high quality vacuum cleaner "improper maintenance"? In addition the inspector lied to me when he said he did not make the decision, and he also neglected to mention the seams that were showing in every room which I had also complained about in his report.

I tried calling the Chicago office to contest the report and they said I could hire my own inspector and if he found a defect, they would reimburse me. Yeah...right. How about if instead I just deal with my cheap *** carpet and tell the world what a crummy company Empire is? Buyer BEWARE!!!!

Resolved
Empire Today's reply to:

Empire Today - Empire Carpet (Chicago) Issue after Issue - Resolved

Lee, we've read and responded to your previous online post. I understand we're working with you to resolve your concerns regarding your experience and installation, but if you have any further questions or concerns you can email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#230178 Review #230178 is a subjective opinion of poster.
Loss
$10000

Scheduling an In Home Estimate only took a few minutes, The time it took to fix all of the errors, and chaos caused by Empire Carpet took up time myself, and my wife, and my father took off from work. Every room in my home was taken apart and left in pieces for four days.

The Bottom Line:

During the sales inquiry, I was judged by my age/and appearance whether I would be able to be approved for a loan for flooring in the home that I own. Turns out I was approved for the full amount.

During the sales inquiry, I asked if the "uneven" flooring needed to be removed. The Empire Representative said, "No". On the 2nd day of installation I was informed my floors were uneven and empire raised my prices even though the original salesman.

During the sales inquiry, our Empire Representative scheduled our Hardwood Flooring and Ceramic Tiling on the following day (wednesday). The following day Empire had the Ceramic and Hardwood flooring contractors re-routed throughout the day. We never had our installation completed on that day (Wednesday).

After never showing up to our home during my usual work day; Empire refuses to reimburse me for any of my lost time. Even though they scheduled an appointment with me and never showed up.

On Thursday, My pregnant wife and I were in the hospital for a baby delivery..

On Friday, the Ceramic Tiling contractor came and finished his job. But the Hardwood Flooring installers informed me that the documented job Empire told them, was not right. Empire is now requesting that I pay more money for the miscommunication with the contractors and the Empire Representative. After a 2 hour phone conversation with the stubborn Empire customer service I saved myself from these overcharges.

On Friday, the Carpet installers came to our home and said it was impossible to do there job since Empire over booked our installation days. They left and we had to reschedule once again for the following day

I know that some of my accusations against Empire are minor but every single irritating moment plays an effect on my views of Empire Carpet. During this process I have learned that Empire hires outside contractors to complete the In Home installation. In the future I plan to eliminate the middle man and work with the contractors directly rather than Empire Carpet.

Empire Today's reply to:

Empire Today - Empire Carpet (Chicago) Issue after Issue

Lee, I would like to offer our apologies for the inconveniences caused to you and your family before, during and after your installation. It’s always our goal to make the installation process as convenient for customers as possible, and I’m disappointed that we did not meet your expectations. I understand you’re currently working with the local general manager and that we’ve been able to come to a mutually agreed upon resolution regarding the concerns you described in your post. If you have any further questions or concerns after everything is completed, please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. We do take all of our customer’s concerns and satisfaction very seriously and want to make sure you’re happy with the products we’re installing in your home. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#230177 Review #230177 is a subjective opinion of poster.

During the sales inquiry, our Empire Representative scheduled our Hardwood Flooring and Ceramic Tiling on the following day (wednesday). The following day Empire had the Ceramic and Hardwood flooring contractors re-routed throughout the day. We never had our installation completed on that day (Wednesday).

After never showing up to our home during my usual work day; Empire refuses to reimburse me for any of my lost time. Even though they scheduled an appointment with me and never showed up.

On Thursday, My pregnant wife and I were in the hospital for a baby delivery..

On Friday, the Ceramic Tiling contractor came and finished his job. But the Hardwood Flooring installers informed me that the documented job Empire told them, was not right. Empire is now requesting that I pay more money for the miscommunication with the contractors and the Empire Representative. After a 2 hour phone conversation with the stubborn Empire customer service I saved myself from these overcharges.

On Friday, the Carpet installers came to our home and said it was impossible to do there job since Empire over booked our installation days. They left and we had to reschedule once again for the following day

I know that some of my accusations against Empire are minor but every single irritating moment plays an effect on my views of Empire Carpet. During this process I have learned that Empire hires outside contractors to complete the In Home installation. In the future I plan to eliminate the middle man and work with the contractors directly rather than Empire Carpet.

I would love to change my review to something more positive but unfortunately the ChicagoLand Empire team has not helped me in any way.

Empire Today's reply to:

Empire Today not warranty their floors

Mr. Caccavale, I have read your post and was able to locate your account information in our system. It is my understanding that a member of the team in which you were serviced has reached out to you to work on a resolution. As a member of the National Customer Service Team, I am happy to offer assistance if you have any further questions or concerns. I truly apologize for your experience. Please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-3000 x4195. Rebekah Clerk, National Customer Service Manager
Review
#214273 Review #214273 is a subjective opinion of poster.
Loss
$1000

Used Empire Today Carpet for over 10 years, Loved what they did for our apartment, when we bought a townhouse we called them back out to redo our floors and carpet. We asked for the same carpet as we had in our apartment, NOT the same, and the quality is not as good.

Empire Today sent out someone named Tom to analyze the carpet. He reported back there is nothing wrong with the carpet, so there is nothing Empire can do. I didn't say anything was wrong with the carpet, it is just not the carpet we requested. Also, our bathroom floor with laminate hardwood have separated and come up.

Again their main man Tom the analyzer came our again, with some kind of tool to check the floor. Tom reported back there is moisture under the floor so there is nothing Empire can do. My problem is, there was no moisture under the floor before they worked on it, and if replacing the floor the toilet was not replaced and sealed correctly I should not be held responsible and left without any kind of warranty. For a room with measurements like 4x4, they said Empire Today can redo the bathroom for about $530.00 The same exact situation happened with my mother in law.

The wife and I were very happy with their serve over the past 10 years, but when we bought our home, it was a different situation with no sense of commitment or dedication with a valid and reasonable alternative for a repeat customer. Now we are in a situation to call another company to come fix what they could NOT.

Empire Today's reply to:

Empire Today in Chicago, Illinois - Empire

Helen, I've read your post and apologize for the inconvenience this has caused you so near the holiday season. I was able to review your account. It appears we are working with you to replace the area damaged by your dog and the repair was scheduled to be completed at the end of last week.If by chance this information is incorrect or you have any other questions, please feel free to email me at mmichalek@empiretoday.com or via phone at 888-588-2315 ext. 5560. Marlo Michalek, Vice President Marketing
Review
#208853 Review #208853 is a subjective opinion of poster.

Empire's sales agents will tell you anything you want to hear. We were looking to buy laminate wood instead of carpet because our dog had ripped up the Berber we currently had.

The sales agent insisted we should buy upgraded carpet because the dog would not be able to rip it up.

After our dog ripped the carpet up we were told that this was damage on our part so they would not cover it. The sales agent denies he ever said our dog would not be able to rip it up so we are left with $4,000 worthless carpet and no money to buy the laminate wood we originally wanted.

Trusting Empire was a $4,000 mistake. Buyers Beware!!!!

Looks like this house will have to be buying new laminate wood from someone besides Empire and won't be having a very Merry Christmas. : (

Empire Today's reply to:

Lies and defective flooring from Empire Today

Ms. Bruckner: I was able to locate your account information in our system and understand that we have reached a resolution with you regarding your flooring. If you have additional questions about your flooring, please feel free to contact us. Empire provides access to detailed product care and maintenance information for all of its products, as well as links to manufacturer and installation warranties. These recommendations can help you maximize the life of your purchase. Please contact me directly if you have any questions about the information provided on maintenance of your flooring or any other product concerns. I can be reached at customersupport@empiretoday.com. Angelica Snell, Resolution Team
Review
#169412 Review #169412 is a subjective opinion of poster.
Loss
$5900

Bob Bein, the salesman for Empire Today LLC, made several claims regarding the performance of their laminate flooring. We told him we had dogs; in fact, the dogs were under food. We shared with him our concern about 2 dog-related issues: 1) scratches from the dogs nails, and 2) moisture (if you catch my drift). Bob said that the laminate flooring was very resistant to scratches and dents. He said the floor would not dent even if we dropped a pot on it. He also said that the boards were tested under water and did not de-laminate. We asked him what we should use to clean the floor and he said that we should go on to Empire's website.

Bob, also told us the boards were random length and that each board was unique (a different pattern from all the others).

The floor was laid the next day. As the floor was being laid we noticed an oily film on the floor. We asked the installers about this and they said that the film should come up after cleaning. I asked them what we should use to clean the floor and they said just water. The boards were not random length. There were only 5 different boards. The installers laid them so that identical boards were laid next to each other with 8 inch offsets. This gave the floor a bizarre diagonal pattern.

The day after the floor was laid I set out to clean the oil film off the floor, because it looked terrible and left footprints everywhere you walked. I went on Empire's website to look for cleaning instructions. On the webpage titled "Laminate Flooring – Subhead Maintenance" it advises me to vacuum frequently or to use a dust mop. On the webpage titled "Cleaning" there are no recommendations. Well, I know that vacuuming or dustmoping will not remove an oily film, so I used water. I put tap water in a spray bottle and moped with a microfiber dust mop putting only a minimal amount of water on the floor. It didn't do any good. The floor still looked terrible and where ever you stepped you left a footprint in the oily film.

In the next few days I tried various things to clean. I thought that maybe the fact that our tap water has both chlorine and fluoride in it might have something to do with it, So I cleaned the floor again with filtered water (no chlorine, no fluoride). It still didn't look any better. So I went online and Googled ways to clean laminate flooring. Several people recommended 1 cup of vinegar in a gallon of water, so I tried that. That didn't work. Other people recommended equal parts of water, alcohol and vinegar, so I tried that. That didn't work. To this day I have found nothing that will clean the only film off the floor.

Exactly 5 days and 1 hour after the floor was installed we notice that several boards were starting to bubble up on the edges. The lamination was coming apart. By this time we were quite frustrated with this floor and decided we just didn't want it.

I called Empire. After a lot of trouble (customer service offers no customer service), I was finally able to speak with Rebecca Clark, the National Customer Service Manager. I told her my complaints and she said she would send out an independent flooring inspector.

Between that telephone call and the inspection we noticed more boards becoming de-laminated in addition to several dents (we have not dropped anything on the floor). In fact, every week that goes by we find more boards coming delaminated.

The inspector came and did his thing. I asked him how to clean the floor and he said to use a half cup of ammonia to 2 gallons of water. So after he left I tried that solution, but that was the worst of all!

Empire has offered to replace the damaged boards but has offered no assistance or advice on how to clean the oily film off the floor. More boards are becoming delaminated every week. We can not live with a floor that is constantly needing to have boards replaced or a floor that looks terrible because it can't be cleaned. We believe the floor is doubly defective.

We have filed a complaint with the Illinois Attorney General and have file a civil law suit (small claims) against Empire for the cost of the floor ($5900).

People who were NOT helpful:

Bob Bein (Salesman)

Rebecca Clark (National Customer Service Manager) 888-588-2315

Steve Silvers (CEO) 847-583-3000

Contact Empire Today Customer Service

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

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Empire Today's reply to:

Empire Today in Chicago, Illinois - They don't tell the high interest rate your account will be

Depending on the area in which you live, Empire Today works with different financing providers. I would like the opportunity to speak with you regarding your concerns. However, based on your post, I’m not able to pull your contact information. If possible, would you be able to contact me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager.
Review
#143942 Review #143942 is a subjective opinion of poster.
Loss
$4

If anyone was to ask about getting carpet from empire, I would sick to say, do not! I will never be able to pay my account off, rate is 23.99.

How is someone to pay that off with the economy now. I even paid a year before I had to and it didn't even dent the amount I ended up owing. I have call the credit card to ask if they could please lower the interest, but no way will they do that and not very nice the "escualtion specialist". Willing to still pay, wanted help to bring the rate down to help me.

Thanks for not being caring credit card.

Poor people all are able to get this cheap *** of carpet and then they get sucked into an account that is forever. The carpet isn't even that great by the time you pay it off too.