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Empire Today's reply to:

My terrible experience with Empire Today

Tara, we’re sorry to hear that you were not satisfied with your product and installation. We understand that we have attempted to contact you regarding your concerns. Customer service is our top priority, so we want to work with customers if they experience any problems. If you would like to speak to us and work towards a resolution, please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Review
#294657 Review #294657 is a subjective opinion of poster.

I bought my new home in November 2009. A lot of the carpeting was original (the house was built in the 80's), so I decided that it was time for some new carpeting. I called Empire because I remembered them from their TV ads, and online they had alot of deals, which fit nice into my budget at the time. I called to set up an appointment and they sent someone over for a 'free home estimate'. Basically, my order at the time was large, a huge sum of money I had saved up for home improvements, and I ordered new carpets for my living room, dining room, 2 bedrooms, 2 staircases, 1 hallway, and a loft. We live in a condominium so it isnt as big a job as it may seem, but nonetheless, it came to about $6,250. The salesman at the time said he was really concerned about jobs this size and would continue to check in to make sure everything went alright after installation. His name was Robert Steinberg, and I never heard from him again after the day he made the 'sale'.

So on to the day of installation. They said it would be a one day job and that they would arrive at about 8am to start. They didn't arrive unil about noon, came with 2-3 installers, 2 of whom were in and out all day, and none of them could answer my questions because they didn't speak english. They continued working on the carpets until well after 1:30am, which was terrible at the time because my daughter was 2 years old. At the end, they rushed through 2 rooms, and did such a horrible job installing that I had to call the next day and complain about almost every room.

They didn't connect the underside of the carpet to the stairs, which remains unfinished to this day. They left metal strips sticking up and instead of sowing the seams in between carpets, they used glue, botched the job, and tried to cover it up with a metal insert. One of the installers broke one of my kithcen tiles and then tried to lie about it until I showed him the piece he had tried to throw away. His plan to fix it was to use carpet glue, it looks horrible and is also like that to this day. The seams are highly visable in almost every room they did. The carpet itself is falling apart. I had a burber installed on one of the staircases, which I'll have to have removed within the next year because it is literally unraveling.

Needless to say I have tried to call the original salesman who had said he was concerned and would check in, he has never returned one call, and customer service was terrible. I have since had another place come in and carpet one of the rooms I hadn't done before, and they told me they have had to recarpet alot of the bad jobs by Empire.

Alot of my friends are doing house remodeling projects, and I don't even have to tell them what I think of Empire, they get their own opinions by looking at the job they did on our house here. I am a busy mother who is on a tight budget and thought I could get a nice quality job at a reasonable price. What I wouldn't give to go back two years, get my $6,250 back, and call someone else to do my carpets.

Empire Today's reply to:

Empire Today review in Philadelphia, Pennsylvania: Empire Carpets Lied to me

Mr. Lublin, we’re sorry that the scheduling of your sales appointment wasn’t what you expected. As a company, we’re dedicated to providing you with the best service possible and your satisfaction is our number one goal. I understand that our local sales manager spoke with you yesterday and that you’ve been given their contact information should you decide to reconsider. You can also email me at customersupport@empiretoday.com or call me at 888-588-2315 if you have any further questions or concerns. I’m always happy to help. Rebekah Clerk, National Customer Service Manager
Review
#249080 Review #249080 is a subjective opinion of poster.

I wanted to replace roughly 200 yards of carpet in my high end home. We called EMpire carpet and asked if they had a specific type of capret and when we were told that they did, we scheduled an appointment for a specific time (9:00 AM) since I am a business owner and need to be at my corporate offices.

We were assured that though they normally ask for a two hour window, they would be at the house between 9 and 9:15. Two days beofre the appointment an automated call came to me verifying the date and time.

On the morning of the appointment I received a call that they could not come out until 11 Am - and they didn't carry the carpet I asked for.

Obviously the company doesn't value the time of the consumer in the least, and has no problem making promises that they don't keep

Empire Today's reply to:

Empire Today is a Total rip-off

Mary, as a member of our Customer Service Team, I do apologize that it took numerous calls to our Customer Service Center to schedule someone to look at your floor. I've been able to locate your file in our system and understand that you have been working with a member of our team and we’ve also had an outside inspection company visit your home to review the concern with the laminate floor. Our organization does honor its installation warranties and all of our products come with manufacturer warranties. As with many warranties, there are certain items that are covered and certain items that are excluded depending on the warranty. I would like the opportunity to speak with you regarding your Laminate floor and see if we can discuss options on a resolution that’s satisfactory. Rebekah Clerk, National Customer Service Manager – 888-588-2315 x 4195.
Review
#193002 Review #193002 is a subjective opinion of poster.
Loss
$1

Do yourself a favor and use a local company. The advertising looks good but the lack good Customer Service, quality materials, and professional installation makes the purchase far from what you would want.

Beware they do not honor warranties.

It took me 5 calls to their Customer Service Center to get the local area to set an appointment for installers to come out and check on Laminent that was put in 8 months ago.

The planks starting coming and instead of fixing the problem under warranty they want to charge to do the job. I am cutting my losses and having someone else fix it.

Empire Today's reply to:

Tub liner leaked from empire today

Joyce, I've read the information that you posted and understand that you’ve been working with our Customer Service Team however, based on your post there may be some issues still outstanding. I would like to opportunity to speak with you directly regarding your concerns with your tub liner. 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 x4195. Rebekah Clerk, National Customer Service Manager
Review
#192286 Review #192286 is a subjective opinion of poster.
Loss
$1

I had Empire Today install a tub liner almost one year ago. It leaked, water came through my ceiling downstairs and damaged a table and a professional photograph.

I have been trying to get the hole in my ceiling, the table, and the picture either remedied or replaced for almost a year. I call them or send an email and someone from the company contacts me and assures me everything will get fixed. Then nothing gets done. This has been going on for almost a year.

They are by far the worst company I have ever dealt with and I would tell anyone to stay clear of Empire Today. Their customer service is as bad as it gets and they do not back their work.

Empire Today's reply to:

Empire Today review in Philadelphia, Pennsylvania: Windows!!!!!!!!!!

I've read your information that was posted and your concerns about obtaining the warranty information for your windows. I was also able to locate your order in our system, and it appears that we have sent you the information via email. If you have not received the information you need, please feel free to contact me directly at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#172746 Review #172746 is a subjective opinion of poster.

To Whom it may Concern:

I've been trying to contact someone from your company for over a month now and every time I call I get told that someone will get back to me in 1-3 days of which I don't hear from anybody. I had WINDOWS installed NOT *** window treatments and all I want to know is if my windows have a warranty.They where installed May of 2007.

I don't see what the problem is that I keep getting a run around it is a simple question and apparently nobody who works there can answer.

I would appreciate a email from somebody who know what they are talking about. tiffnbill3031112@comcast.net

Empire Today's reply to:

Empire Today review in Philadelphia, Pennsylvania: Empire Carpet: Overpriced, Shady Sales Tactics, Lame Selection

I’ve reviewed your post and would like the opportunity to have a member of our Customer Service Management Team review your file so we can follow back with our Local Sales Team and the respective Sales Representative. However, based on your post, I’m not able to pull your contact information. If possible, would you be able to contact Rebekah Clerk, National Customer Service Manager at customersupport@empiretoday.com or call 888-588-2315 x4195. She will be able to gather the information so we can further review. Our Sales Representatives during the appointment will measure the area and provide a fully installed price. Our goal is to find the right products to meet our customer’s needs and budgets. We also offer a low price guarantee if certain conditions are met. Your satisfaction is extremely important to us so we take all concerns seriously and would like the opportunity to discuss your concerns. After we have an opportunity to review the information with you, we can then follow back with the local market. - Marlo M. Michalek, Vice President of Marketing Communications.
Review
#144958 Review #144958 is a subjective opinion of poster.

Last night we had a lady from empire carpets over the house to measure and give us an estimate. I have several complaints.

First, I asked her why in this day and age she would use a tape measure instead of a laser tool to measure. She claimed tape measures are more acccurate. yeah, maybe in a house of mirrors! Well... when I held the tape measure for her against the wall in one of my cluttered rooms and watched the tape measure sag greatly in the middle while she wrote down numbers I understood. She's overmeasuring!!!! I objected and she re-measured. After that she went out and got samples from the car for me and the wife to look at while she had roamed the house free of my scrutinization. I knew right then it wasn't going to turn out well.

So, we're looking at the samples and are not impressed. Of the syle we selected we were given only 12 that were of any decent quality to select from. They all had the same ugly speckles in them. There was only one that we even kind of liked so we told her we were interested in that one. We were told the selection is limited because they only warehouse the most popular styles and that's why their prices are so low.

Speaking of not so low prices... let's get to the estimate. So after playing with her calculator for about 5 minutes she starts writing down numbers. She starts off around 13k (this is for 150 sq yds of carpet). She adds various discounts. One of the discounts is $850 for fast installation. In other words, if we sign a deal right then and there, otherwise we lose it. Yeah right.. what a lame high pressure sales tactic. If I call back tomorrow in this economy they won't give me that price? Give me a break!

The final price is 7k. I"ve gotten estimates 2k lower for much nicer carpet. I ask her for a breakdown. I'm told they don't do that. That's how other carpet companies rip you off I'm told. They just give you a bottom line that includes everything. Here's the best part.... She told me she can't break it down because they're just given "functions" that they plug numbers in to and get a final price. In the same breath she tells me she factored in the fact that I ripped up the carpets already. How's that possible if their just given "functions"?

Listen people... if a company can't tell you what they're charging you for then they are scamming you. The bottom line on empire is that they have a terrible selection, are grossly overpriced, and shady.

Oh, and the best part was she couldn't tell us whether our credit would be approved until AFTER we ordered the carpets.. which we would have to put a deposit down for. LOL. *** off empire!

Empire Today's reply to:

Empire Today review in Philadelphia, Pennsylvania: Shoddy job and totally incompetent customer service.

As a member of our Customer Service Management Team, I apologize we did not meet the expectations set forth by our sales representative during your free in-home estimate and that you did not have a positive experience with your bathroom installation. Making improvements to your home is an important and big decision and we understand that it can be frustrating to have somebody come back several times to correct a problem that should have been finished the first time. Since we do not have your contact information, would you please contact me so we can work with you to make things right? Please feel free to email me at customersupport@empiretoday.com or call me directly at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
Review
#141947 Review #141947 is a subjective opinion of poster.

I went with Empire because I live on a 2nd floor condo and wanted to avoid tearing out my tub/shower. After some back and forth on the price, we settled in at a price that seemed doable.

The salesman, Tom, sets up the installation and assures me it will be done in one day as my condo requires water be turned off to my whole building. Well the guy shows up 4 hrs. late and gets about one-third of the way done. The 2nd day he shows up at 8:00 PM, works until midnight and still doesn't finish.

He finally "completes" the job about 1 week later. Tom never returned a single one of my phone calls. The shower curtain rod came loose the first time I draped a towel over it and the caulking looked like it was done by an 8 yr. old.

Two *** came to fix the rod weeks later and it still didn't hold. After that came some guy who didn't speak a word of English but has apparently managed to secure the rod. All the while one Empire person after another "handles" my complaints. I finally decide to stick with talking to a guy named Scott who eventually offers to completely redo the job.

I say 'No' as I have no confidence in them and request a partial refund.

Well, to end a long story, Scott hasn't produced squat and, 2 months later, all I have to show for this nightmare is a *** shower and bathtub. Empire Today, hands down, is the worst company I have ever dealt with!!!!

Empire Today's reply to:

Empire Today Cheats its Math

I have read your post from two years ago about your experience with your appointment and in-home estimate and apologize you were not satisfied back then. Customer satisfaction is extremely important to us and we are continually working on improving our customer service. We know some time has elapsed, but if you still interested in reaching out to us, we would be happy to follow back with you. Since we do not have your contact information can you please email me at customersupport@empiretoday.com or 888-588-2315, ext. 4195. Rebekah Clerk, National Customer Service Manager
Review
#129430 Review #129430 is a subjective opinion of poster.

Would you like to know how Empire Today is ripping people off? Straight out fraud?

They have two basic methods: Telling you the price of a certain carpet is $5 and lowering it until you agree and the most worse, telling you incorrect square footage and using faulty math to get you to pay more than $150 per room extra if you don't check their math. Raymond Stubbs, a representative of Empire Today came to my house yesterday, measured the room I wished to have carpeted at 15 x 14, and using his calculator told me it was 252 square feet. He then suggested letting the Empire crew move the furniture instead of me, which costs an extra 14 cents a square foot for a total of $70 + $805 = $875.00. After he left I checked his math, the square footage is actually 210 feet and 14 cents times 210 square feet equals less than $30.

The total charge was $875.00 but he told me that if I had it installed the next day, he would knock off $150.00. How many people do you think gets cheated by this method that is seemingly condoned by the company?

Even when I called to cancel, the operator told me that they could knock 25% off the $725 in order to keep retain the order, their math- $568, my math $544. It seems it is a company wide philosophy to cheat the math at every chance.

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