Reply by Empire Today

Kimberly, we are disappointed at the issues that occurred during your installation experience. We can assure you that this is not the experience we expect for our customers. We understand that we have previously been in contact with you, and we have been attempting to contact you again via phone. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x3555 or customersupport@empiretoday.com.

Thank you.
Angelica Snell, Resolution Manager
Author's
Snohomish, Washington
0 comments

WOULD NOT recommend Empire.... unless you're into organized chaos!

The salesman was on time and courteous; he didn't have great follow through, but I am not sure if that was him or the office staff.

I scheduled carpet and LVT(vinyl tile) to be installed on 2 separate days with in a few days of each other. I didn't attempt to haggle on the price, was just looking to get the project done. Saturday was to be the LVT install, Monday the carpet. I got a call at 7 on Friday night letting me know that they were going to do the carpet on Saturday instead; (Keep in mind, I LIVE in my home, so was having to pack stuff up and move it)I shifted gears ,cancelled the plumber I had coming and stayed up half the night preparing for install on Saturday. I received a call from the office at 7 Saturday morning informing me that they didn't have the carpet I had selected in stock, did I want to choose another color? NO, I don't want to choose another color, I want the carpet that I ordered! Silly me. So ,re schedule the dog sitter, no carpet on Saturday and it wouldn't be in in time to install on Monday. I had to shift gears again, move everything that I'd already moved twice, in preparation for the LVT on Monday. Exhausting!!

Tony, the LVT installer, was amazing. He was prompt, professional and very, very courteous. He hadn't been told of some water damage that we were dealing with, but after talking to his supervisor, he went to the lumber store, got the underlayment that needed replacement, and made it happen. He was very meticulous about his work and worked until 10:30 at night to get the job done. I did have him come out and go back over a few spots in the grout, again he was great, fixed the problem spots that I'd noticed and rechecked everything himself. If everybody that I have dealt with at Empire took as much pride in their work, it would have been a 5 star experience.

I got a call from scheduling at 7:30 Tuesday morning to let me know my carpet was on the way. This wasn't the day that we had rescheduled for and really, would have been impossible to do since the LVT shouldn't have anything on it (according to the manufacturer) for 72 hours. More phone calls, more confusion, carpet is on for Saturday again.

The carpet installers were on time and helpful. Their paperwork was written up without mentioning the living room carpet; this led to more confusion and stress on my part. They had to measure twice, but did have enough carpet to do the job(with a whoppin' foot and a half left on the roll!); so, I think that the paperwork was written up incorrectly. The carpet looks great, there are a few new dings in the walls and dirty hand prints on the doors, but those things will happen.

After everything, Empire was able to give me a $400 discount. That wasn't even 10% of the job. Insulting.

The icing on the cake was the horrible man who called to conduct a survey regarding my satisfaction with the experience. Really?!? Do they not communicate amongst themselves? And, if they are going to contract someone to conduct these surveys, it would be nice if they had manners!

DO NOT use Empire bears repeating!

After posting the above review on Yelp, I was contacted by Empire and offered an additional $400 discount... if I agreed to post no further reviews of my experience. I probably would have gone along with it, but Amy, the rep I spoke with didn't even care enough to make sure she spelled my name correctly in the release document. I asked that she mailed a revised copy to my home; that never happened. Really?!? Forget it, I'll skip the refund and tell as many people as I can about my horrible experience with Empire Today; If I can save someone else this hassle, it'll be worth it!

Review about: Empire Today Customer Care.

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