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Empire Today's reply to:

Highly dissatisfied with Empire Today

Dear Robin,
We understand that your time is valuable and we regret to hear that your installation was not completed as planned. We assure you that your concerns are important to us and we'll be following up with you shortly to discuss this matter in more detail.
Thank you.
Review
#921601 Review #921601 is a subjective opinion of poster.
Cons
  • Quality of the job
  • Customer service poor
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

I am highly dissatisfied with my overall experience with Empire Today.

Even with a "50% off" sale, the price far exceeded what I had expected to pay. Even the medium quality carpet is thin and the carpet backing can be seen when I brush my hand over the carpet surface. This was not like the sample I was shown.

The first time the installer came, it was at the last possible time based on the quoted time frame I was given. Not only that, but the installer was not prepared, stating that he didn't know he'd be installing onto cement and hadn't brought the correct glue. This was clearly the fault of the person who came out and gave us the quote. We were given no option at that time to reschedule our installation, just told that they would be calling us. After 5 days with no call, I received an e-mail informing me they would be back the following Saturday at Empire's convenience. When we called to verify that date and time, and express our confusion at how this was rescheduled without our knowledge we were passed around to multiple departments, all claiming they had no authority to make it right. One "manager" did promise to make our installation the "first off the truck". The quoted time frame we were given was between 8am-6pm.

At 12:30pm, an unmarked, rickety white van pulls up. Two men with no uniforms and unkempt appearances came out and showed me the Empire order form. Had my husband not been home, I wouldn't have let these people in my house.

While they installed relatively quickly, they kept to themselves and didn't provide any level of customer service that I expected from a company like Empire.

Empire Today's reply to:

Empire Today - Carpet Installation Review from Holly, Michigan

Dear Frankie,
We have read your review and are disappointed to hear that your experience with us was not a great one. We want to help, but are unable to locate your account with the information posted. Please email both your account and contact information to customersupport@empiretoday.com for further assistance.
Thank you.
Review
#914178 Review #914178 is a subjective opinion of poster.
Reason of review
Bad quality

Total terrible customer care, poor sales pitch. Salesman in Toledo (Doug) came across so shy-stee and fraudulent.

Late for installation, Installers couldnt speak english. (Was not even employed by Empire) So i wondered, who did i really hire?...huum. Anyways late for the job, couldnt even perform the job due to no padding. Smh....wow.

Then had the nerve to tell me they wasnt sure if they could even comr back the next day. (Had to reschedule all over again) Signed...

Very angry customer,

Frankie

Empire Today's reply to:

Thought everything was good....until my order was randomly cancelled! | Empire Today review from Grand Rapids, Michigan

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
Review
#877102 Review #877102 is a subjective opinion of poster.
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:

Horrible product/service | Empire Today review from Battle Creek, Michigan

Dear Tonia,
Our records show that we have spoken to you in regards to your concerns and have conducted an inspection. For future concerns please contact us at customersupport@empiretoday.com.
Thank you.
Review
#865685 Review #865685 is a subjective opinion of poster.
Pros
  • Were quick to install
Cons
  • Quality of the job
  • Communication
  • Customer service
Reason of review
almost all of the above
Preferred solution
Full refund
Tags
  • Flooring Product

lament cheap peeling, rug unraveling in few areas. laborer was terribly inexperienced left work incomplete, empire told us to fix it ourselves. We have called and emailed Empire since December January for someone to come here and look at the carpeting and flooring. First rep. never showed up. One rep. told us service calls are 75.00, not true. It was a email phone tag for a while, I emailed them last June 3 stating I want action now or I will take action I haven't heard anything. CarpetPaladino Style Espresso Area Front RoomLaminateSimply Living QTR Oak Style Quiet Walk

.

Empire Today's reply to:

Empire Today Carpet Installation Review from Detroit, Michigan

Hello,
We regret to hear that your experience as a sales rep with our company was not a positive one. Employee satisfaction is important to us and we have forwarded your message to our human resources team. We hope that you reach an amicable solution.
Thank you.
Review
#864988 Review #864988 is a subjective opinion of poster.
Reason of review
Bad quality

Yes, I am a sales person for Columbus market. It is my biggest disappointment after working in the floor covering industry for some 30 years.

Ive been with the company 3 months. Over half of my sales have not gotten installed when we schedule them. And the installation dept will not get it yogether. They just don't show and do not bother calling the customer!

Im sick snd tired of your company misrepresenting yourselves. From the very beginning until now you have had the WORST customer service I have ever subcontracted with. No one cares and sees any reason to correct your misrepresentation. Im completly beside myself in the handling of your budiness and the lies thst are told to me snd my customers.

You can call me at 614-323-4332. I look forward to hearing frombyou.

Empire Today's reply to:

Empire Today Carpet Flooring Review from Wyoming, Michigan

Dear Kathy,
We want to ensure that all your concerns were addressed. Please direct any unanswered questions to customersupport@empiretoday.com.
Thank you.
Review
#834922 Review #834922 is a subjective opinion of poster.
Reason of review
Poor customer service

Omg horrible horrible customer seevice the girls that answer the phone are very sweet and i understand they just tslk to custumers. Howerever we had a crew come install 2 rooms of carpet.

Love love love my carpey BUT our livingroom had a poor job of instsllation bedroom looks amazing. Our living room trim has been destroyed we have visible seems with carpet freying and pulling up and very visible 2 different shades of same carpet. Been bumped frkm getting service to repair 2 times cant get anyobe to call you back or show up to do repair when they say they will. Sellibg you carpet next day service.

I stalling carpet next day service. Repair their mistake impossible

Empire Today's reply to:

Empire Today - Flooring Installation Review from Alto, Michigan

We would like to follow up with you to ensure that all of your concerns have been addressed, but we cannot locate your account with the information posted here. Please send your contact information to customersupport@empiretoday.com so that we can locate your account and reach out to you. Thank you.
Review
#808218 Review #808218 is a subjective opinion of poster.
Reason of review
Poor customer service

We've been living a nightmare with Empire. They are very disorganized, send the same installers after we've complained about the specific installer, can't make sense of their own note write ups, have left a project undone without ordering the correct supplies for over a week, fail to reimburse our money, and then "forget" to *** $125 dollars from the project price after paying the quoter that amount and saying it would be taken off our project.

Super disappointed with every single person I've talked to. I will never go with Empire again, and I've been spreading the word to family and friends too.

Empire Today's reply to:

Review in Household Services category from Kalamazoo, Michigan | Empire Today review

Thank you for sharing your experience with us. We are glad that we were able to work with you and help make things right for you. Please do not hesitate to contact us with any additional questions or concerns. You can reach us via email at customersupport@empiretoday.com. Thank you.
Review
#796660 Review #796660 is a subjective opinion of poster.
Reason of review
Good customer service

We finally got it fixed!!! Took 30 min.

And it looks great!

It took 4 weeks and a few complaints but Empire pulled thru. We are satisfied.

Empire Today's reply to:

Empire Today - Carpet Installation Review from Kalamazoo Township, Michigan

We regret that your installation was not completed as scheduled, and we understand your frustration. We understand that we've been in contact with you about this situation and that we are working to make sure everything gets completed to your satisfaction. Please don't hesitate to contact us at customersupport@empiretoday.com with any additional questions or concerns. Thank you. Bill Allivato, National Customer Service Manager
Review
#794389 Review #794389 is a subjective opinion of poster.
Reason of review
Poor customer service

Empire has been one of the worst companies I have ever tried to work with. We scheduled a day for our carpet to get installed 2 months in advance and when it came down to the day of installation we never got a call in the morning to confirm installation for that day.

We had to call customer service just for them to tell us that they can not get ahold of the installer. 11am rolls around and after we called Customer service again we got a time frame between 1:00pm-2:00pm(they never showed). We got a call around 3:00pm from the installer to tell us that they would be to our home at 5:00pm. Well to our surprise 5:00pm rolls around and the installers still did not show.

We waited till 6:00pm to call Customer service again to get no help. Around 7:00pm we finally got a call from the installer just to tell us they would not make it out to install our carpet today, and that the installer manager would be contacting us tonight. And of course still no call from the manager. We have our house torn apart, bedrooms furniture in the dinning room and have been waiting around all day and do not have our carpet installed on the day we paid a hold to have it installed.

VERY VERY UNPROFESSIONAL. And recommend that you look else where for service.

Contact Empire Today Customer Service

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Northlake, Illinois 60164
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Empire Today's reply to:

Empire Today - Flooring Review from Flushing, Michigan

Dear Customer,
We’ve read your review, and we’re disappointed in the issues that occurred during your installation. We would like to follow up with you to learn more about your experience and ensure that all your concerns get addressed. However, we are not able to locate your account with the information posted here. Please send your contact information to customersupport@empiretoday.com so that we can locate your account and follow up with you.
Thank you.
-ET Customer Support
Review
#751698 Review #751698 is a subjective opinion of poster.
Reason of review
Poor customer service
Empire Today - Flooring Review from Flushing, Michigan
Empire Today - Flooring Review from Flushing, Michigan

We had a rep come out 3 weeks before thanksgiving. Sold us laminate flooring and booked an appoinment for us.

We were having a large job done. Ripping up old carpet and tile in a foyer, hall, kitchen and breakfast area. This was supposed to be a 2500 job. That following week, one guy (not a crew) came out, was here 1p minutes and said "i cant do this.

You need to have your tile tested for asbestos." I had taken the day off for this to get started. So i shipped off 2 samples to a area lab to be analized. After 100 dollars and another week it came back negative. So, on we go.

Took another day off for the floor to be laid and a crew arrived to start ripping up the floor. At one point, the installer tells us, "we cant lay laminate floor on this, its not flat enough." So again, they pack up and leave and have to wait for a tile salesman to arrive. So we wait, and wait, and wait....9:30 pm he shows up. We are offered a selection of tiles (mainly luxury tiles).

Let me tell you this, this is not cheap. So, with a new subfloor needed, grout, tear up....blah blah blah. Our 2500 job went up to $5400. Cha ching!

Apparently they saw deperate suckers on our face. Of course, they cant do this before Thanksgiving. Soooo, our floor was tore up when family came over. Fast forward to the following Thursday.

Old tile, subflooring coming up, tile going down. (Hubby took that day off). Friday i took off and the grout was supposed to go down. The grout i picked out was aweful so they said we'll call and have someone deliver more.

I asked what time will it be, because i had plans for my birthday with my kids. They said, couple hours maybe. That was 1:00 pm. At 6:30 pm, still no show and i had to cancel my plans.

At this point im so frustrated with this company im in tears. 7:10, the guy shows up, 2 minutes to drop the buckets, forgot to leave the metal strips for between the rooms. So, next day, guys call, say they have to pick up these strips and theyd be out. This is Saturday.

End of day...still not finished. Sunday...they dont work. Finally monday, one guy returns to finish the round molding. Packs up early and leaves.

Unbeknownst to me, he left molding undone, and forgot a strip behind my refridge. They dida good job laying it other then that. However, it seemed like they were on the phone all the time. They turned on their own music, which id been ok with if they would have asked.

I wasnnt feeling well and fighting a cold. Since that time, they have not contacted us to see how things went or followed up.

Will NOT use them again. Not because im not satisfied with the tile, but because of the ridiculous hassel we had to go through.