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Empire Today's reply to:

Empire Today review: Very upset and dissatisfied.

Dear Vicki,

We strive to make beautiful new floors easy for all of our customers. From the sales appointment process until post installation, our customers always come first.

We regret to hear that your experience did not meet your expectations, and we’d like to further discuss your concerns. We’ve located your order, and we’ll be in touch with you shortly to start working on a resolution.

Thank you.
Review
#1343626 Review #1343626 is a subjective opinion of poster.
Reason of review
Poor customer service

I ordered laminate flooring and linoleum was installed. I was told by the men who installed the flooring that it was laminate.

The job took a lot longer because they said they did not order enough. Had to weight 2 more days plus weekend. The installers did not come back and put the wall boards in so I have the materials but they have not been installed. I would never recommend to my enemies this company.

I am very disappointed in the workmanship and the job not being finished. Also that I did not receive the laminate that I ordered and paid for.

Empire Today's reply to:

Empire Today review: Horrible!

Dear Susan,

At Empire Today our mission is to “Make beautiful new floors easy,” for our nationwide customers. At the core of this mission are the values of customers first; golden rule; teamwork; integrity; and results that the Empire Today brand commands.

We sincerely regret to hear that your experience has not met your expectations, and assure you that we’re currently working on this matter. We’ll continue to follow up until your concerns are fully addressed.

Thank you,
-ET Customer Support
Review
#1340919 Review #1340919 is a subjective opinion of poster.
Reason of review
Bad quality

For past week I have reached out to customer service! I would like to speak to a Vice President of this company!!

So very pissed told them I do t want those guys back out they left in such a hurry they didnt even help to put the furniture back in place.

And still know one has come to do the carpet. I called and they said was they would credit us back $200 for them not moving the furniture back yes but what about my wasted time off work man these people are freaking stupid.

Empire Today's reply to:

Empire Today review: Unhappy paid customer

Dear Gwendolyn,

We believe in the Golden Rule, and treat our customers the way we’d want to be treated. We put our customer’s first and act with a sense of urgency to address their concerns.

We know your time is valuable, and we regret to hear that your installation was not completed as scheduled. We’ll be in touch with you shortly to discuss your concerns.

Thank you.

-ET Customer Support.
Review
#1338658 Review #1338658 is a subjective opinion of poster.
Cons
  • Never showed up to install and never called
  • That they did not come the day they were supposed to
Reason of review
Poor customer service

Initially, I was somewhat pleased with my experience. I’d replaced the carpet in my entire house and had wood floor laminates installed.

No issue with initial scheduling. Paid for my pending service upfront, as well as, took a day off work for them to complete a two-day project. When my laminate floors were installed, they did not bring enough materials to complete the job. The installer was very apologetic and guaranteed I would be first to complete the job the next Saturday.

As a result, I’d scheduled some appointments for the afternoon to allow them time to complete the job that morning. I’d received a call around 8:00 AM that they were on the way and would arrive within two hours – between 8:30 AM and 10:30 AM. Well after me making four calls, finally on the fourth call now 1:50 PM, I’d learned that the installers who were to complete a paid job decided not to come to me first to complete an installation that should have been completed last week. They did not call to notify me of a change in my appointment nor apparently, did they care that I had other commitments for the afternoon.

Also, tried to email my salesman Howard Naylor but to no avail. This is totally unacceptable!!! Very, very poor customer service!!!

I guess they have my money, so customer service goes out the window. A very unhappy North Carolina customer!!!!

Empire Today's reply to:

Empire Today review: Customer Service? What a joke?

Dear Shaun,

Customer satisfaction is our number one priority, and our goal is to make beautiful new floors easy for you.

We’re disappointed to hear about your experience, and assure you that we take your concerns seriously. We’ll be following up with you shortly to start working on a resolution.

Thank you,
-ET Customer Support.
Review
#1314632 Review #1314632 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Price reduction

We had carpet, hardwood and PVC installed about two weeks ago and the carpet installers covered a floor outlet (mind you they took off the cover to the outlet and left it for me) but nonetheless covered it up. Who does that?

Then the hardwood floor installers stole decor kitchen towels when they knocked over a vase in the kitchen (where the flooring was not being redone so it never should have happened) and I'm assuming used the towels to clean up the spilt water but then never put the towels back. A section of the hardwood has a crack in it that we discovered while moving furniture back into the living room. In the basement (where I offered to move furniture but was told they would do it they lost one of my car key fobs. On top of all of this when you contact customer service they transfer you to a voicemail of management and left voicemail 4 times in the past week and still have not had a call back.

We are laying out over $8000 for the work we've had done and the lack of customer service is outright ridiculous. I'm honestly considering stopping payment on this until I get a response from a supervisor.

I definitely wouldn't recommend Empire to anyone in the future. Angry

Empire Today's reply to:

Empire Today - Review in Household Services category

Dear Celia,

For over 55 years, our customers have been our first priority. We view each purchase not as a one-time event but as the start of an on-going relationship. All that we do is dedicated to making beautiful new floors easy for our customers.

We regret to hear that your experience did not come with ease, and assure you that we take your concerns very seriously. We’ve located your account, and we’ll be in touch with you shortly to start working on a resolution.
Review
#1296610 Review #1296610 is a subjective opinion of poster.
Reason of review
Order processing issue

Well let’s see the installers Ana & Daniel are so beyond unprofessional. They showed up at my house at 1pm on Tuesday.

Took a lunch break at 4pm returned at 545pm. Said they had came back at about 5 but no one was home which was bs. Cause my son and girlfriend were here and they left their tool and rolls of padding at my front door holding it open. Anyways took them until 4am to not finish the *** job they did.

They ran out of carpet and have to return to finish one room. She told me they will be here today which is Thursday between 11-12pm to finish job. And it’s now 6:36pm and surprise surprise they ain’t here. I called her 2xs and they say they are close by and nope no show.

They left their piles of trash on my front yard and didn’t clean up after themselves on Tuesday. I was stuck vacuuming & sweeping up their disaster. And she said she didn’t know they had to move furniture so they used my son brother myself and son girlfriend to help move furniture!!! WTH!

I am in the middle of selling my home I have an open house schedule for Saturday & Sunday and my house isn’t presentable.

They didn’t finish carpet up to the walls there is a gap where u can see the uncarpeted flooring and the base boarders anywhere it transitions into another room the Carpet is lifted. A refund will be expected and ch 4 news has been notified and I am contacting better business Bureau.

Empire Today's reply to:

Empire Today review: Overall negative

Dear Lisa,

Our goal is to provide each customer with the best quality service. We work with our customers from start to finish to ensure that our mission of making beautiful new floors easy is achieved.

We sincerely regret to hear about your experience. We appreciate your feedback, and we’ll be reviewing your concerns.

Thank you,
-ET Customer Support
Review
#1295473 Review #1295473 is a subjective opinion of poster.
Reason of review
Order processing issue

Had carpet installed prior to listing our house for sale. The installers did not meet the original appointment time and when they showed up they didn’t have the proper materials and had to reschedule.

During the install furniture was damaged but no one took responsibility although the contractor offered to pay for the repair. They did not vacuum, there were staples left every where and left garbage all over our yard. We had to hire someone to come back and do a second cleaning before we could list the house.

No one from empire ever followed up to see how things went. I am now ready to replace the floors in our new house but don’t am very hesitant of getting a quote from them again.

Empire Today's reply to:

Empire Today review in Cleveland, Ohio: Disappointing Experience

Dear Jessica,

Customer satisfaction is our number one priority. From pre to post installation, we strive to make our customer’s experience as easy as can be.

We apologize for your installation delay, and understand that your job has been completed to your satisfaction. If you continue to have questions and/or concerns please contact us at customersupport@empire-today.com.

Thank you,
-ET Customer Support
Review
#1290728 Review #1290728 is a subjective opinion of poster.
Cons
  • Ineffective customer service
  • Unable to reschedule
  • Extremely unprofessional
Reason of review
Poor customer service, problem with delivery
Loss
$500
Preferred solution
Let the company propose a solution
Tags
  • Delays

Had to take the day off of work yesterday for our appointment with empire to carpet our bedroom, waited all day for them to come. First they tried to cancel because they had overbooked, but then they offered to do the appointment if we were able to stay all night for them to complete the job.

They finally showed up after 5pm and then promptly left, because they had not already cut the carpet with our measurements, refused to do it in our large finished basement, and it had rained earlier in the day so they could not do it outside. They gave us the number to their home office to reschedule, but they were already closed for the day. Called customer service and they had absolutely no ability to help. All they were able to do is attempt to reschedule for a few weeks away.

We have had to delay finishing our hardwood floors now for days until this gets figured out. This whole experience has been completely off putting and unprofessional.

Empire Today's reply to:

Empire Today review in Billerica, Massachusetts: Empire Carpet runner nightmare

Dear David,

Customer satisfaction is our number one priority, and we strive to make beautiful new floors easy for all of our customers. From the sales appointment process until post installation, our customers always come first.

We regret to hear that your experience did not meet your expectations, and we’d like to further discuss your concerns. We’ll be in touch with you shortly to start working on a resolution.

Thank you.
Review
#1272358 Review #1272358 is a subjective opinion of poster.
Cons
  • Horrible customer service
Reason of review
Poor customer service
Loss
$1080

We just ordered two runners for our stairs, and it is the worst experience I have ever had with a company. I have a page and a half of errors, too many to put on here.

Their subcontractors don't show and don't call you to let you know they can't make it today. Empire does not call you to reschedule, you have to call a customer service rep and they put you on hold. They can't call you back, and they can't e-mail you back, so you just have to wait. Best the rep can do is put notes in the system for managers, and they won't give you number to managers, who are the real people who make the decisions.

I wanted my money back but they said in the contract that subcontractors can make errors so there is no kind of money back program. Best you can do is yell at the reps but that gets you nowhere. It is a total scam with the worst customer focused business model I have seen.

We had used they about 8 years ago for simple carpet and they were good, but they have really gone downhill since then, and I would absolutely not use them. Go to a local place and spend a little more for better quality.

Empire Today's reply to:

Empire Today review: Would never use Empire again or recommend to anyone

Dear Danny,

We strive to leave a positive impression from start to finish for all of our customers. Putting customers first is one of the key values, which helps us achieve our mission of making beautiful new floors easy.



We regret to hear that you were not satisfied with your carpet installation. We’ve located your order, and we’ll be further reviewing your concerns.

Thank you for your patience.

-ET Customer Support
Review
#1259235 Review #1259235 is a subjective opinion of poster.
Reason of review
Bad quality

The quote was never written correctly from the first visit. Very unprofessional installation workers.

The manager of the Orlando market Joe never followed though and would not call back.

Joe offered a small refund for all the trouble but I never seen any refund. The installation to this day is not good quality and my carpet is not level due to poor installation.

Customer service just gives people the run around. Empire in Orlando is very unprofessional!

Would never recommend to anyone.

Empire Today's reply to:

Empire Today review: Horrible

Dear Gregory,

We live by the Golden Rule, and treat our customers the way we want to be treated. We strive to provide the best quality service possible.

We appreciate you bringing your concerns to our attention, and apologize for the miscommunication that you’ve received. We’ll review your concerns, and will be in touch with you shortly to discuss your experience.

Thank you,
-ET Customer Support
Review
#1254801 Review #1254801 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$3200
Preferred solution
The pubic to they are crooks

My family and I called for a free estimate back in February , we where told that ALL NEW customers would get $500.00 off their orders if they never order from Empire before. We had a very nice salesman named Tony come to our house and he gave us a price for the flooring.

I called back and was told that NO ONE AT EMPIRE ever heard of this offer and spoke to a supervisor named Jennifer and I felt like I was speaking to a stonewall and she promise to investigate this matter and get back to me and I never heard back..... I wrote to to the CEO Mr. Weinberger and my letter was thrown in the garbage. I must have spoken to about 10 lost souls at this lying company.

I spoke from executives down and never heard back. My advice to the public is stay away from this company of lairs and a company who will not back up their claims or products. Go to Home Depot or Lowe's you will have a company that will support their customers and will you never be treated like garbage.

My friends advised me to report this matter to the Attorney General's office of New York and the BBB and Consumers Affairs dept. Empire Carpets are crooks...Shocked