State: Virginia City: Reston Clear all filters (12 of 874 reviews match)
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Empire Today's reply to:

Empire Today in Reston, Virginia - EMPIRE CARPET DOES NOT BACK THEIR PRODUCT !!!

Jason, I truly apologize for the difficulty you are experiencing. I was able to locate your information and it’s my understanding we have scheduled your repair. Your satisfaction is important to us and we want to work with you. Please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager All of our products are backed by manufacturer product and installation warranties. Your product does feature a 30-year wear warranty. Our customer service agent can explain the details of the warranty or answer any other questions you may have.
Review
#207287 Review #207287 is a subjective opinion of poster.

Within one year, 3 saddles broke. They had to come back twice to fix the first two, since the "repairman" did not communicate in English at all. He put in the wrong color.

Two weeks later, the saddle going to the basement broke in half when the oil man stepped on it. They said it was HIS fault for stepping on it. WHAT? It's a floor, you're suppose to step on it, walk on it, etc...

The saddle is made out of cardboard, yes cardboard. Not even pressboard, cardboard. I'm surprised it took a year to break, it should have broken within a day.

Now that the floor is paid off, they said the warranty is over. I was told there was a 30 year warranty. They said because I had too many things break, they would not fix it without us paying for it. They wanted $65 just for someone to look at it. The customer service man was rude and obnoxious, saying that everything that broke was MY fault and he wasn't dealing with me anymore. Well if walking on a floor causes it to break, then it is my fault. Empire is a joke!!!

We had problems with them from day one, when the installers tried cancelling the appointment ten minutes before the time. That should have told me something...I should have cancelled and never rescheduled.

The other rooms in my home were done by ourselves, with the cheapest product from Home Depot. They've been down for FOUR years and NO problems whatsoever. I've dropped numerous things on them, from a hammer to a jar of sauce. Not so much as a dent or scratch. That tells me just how cheap and shoddy Empire products are.

Do yourself a favor, and do NOT ever use Empire.

Empire Today's reply to:

Empire Today in Reston, Virginia - Empire carpet estimate 3 times higher than others.

I’ve reviewed your post and apologize for the level of service that you received from our Sales Representative. I would like the opportunity to have a member of our Customer Service Management Team review your file so we can follow back with the Sales Management Team in the market. 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 the details. Bridget Moscatello, Vice President of Customer Operations.
Review
#201722 Review #201722 is a subjective opinion of poster.

The Empire carpet representative estimated $5500.00 for my 900 square foot rec room. After I recovered from the shock of her estimate, i told the rep i have a verbal estimate for $2500.00.

She immediately got on the phone with her "supervisor" and together they decided the carpet really would only be $2400.00. In the end, i paid $1800.00 for the carpet from a third source local reputable carpet store.

I won't trust Empire and their practices ever again, nor would i recommend them to anyone. If you do engage with them, make sure you have a couple other estimates before you let them into your home.

Empire Today's reply to:

Empire Today in Reston, Virginia - Empire Carpet sucks

As a member of the Customer Service Management Team for Empire, I apologize that the Empire experience did not meet your expectations. We know that making improvements to your home is an important and big decision; our goal is to make it hassle-free and provide you with the highest level of service. Empire works with leading manufacturers and carries a wide assortment of quality, name-brand products and styles. All our products are backed by manufacturer product and installation warranties. If there are problems with the product or installation, we will work with the customer on identifying the concern and assisting in providing a resolution. Customer satisfaction is extremely important to us. I would like if you could contact me so we can provide you a resolution. Please feel free to email us at customersupport@empiretoday.com or call me directly at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#178643 Review #178643 is a subjective opinion of poster.

I have been going round and round with Empire because of the *** carpet they sold me. The carpet is only a few months old and believe me, it looks years old.

The carpet on the steps are totally flattened down, not to mention the rest of the traffic area. The thing is, we rarely use the living room where this carpet is, and it looks this way. Plus there are only the two of us here as well, and not a family of kids to cause this. Empire sent someone out to check it.

At the time, the guy who checked it admitted to how it was worn. Yet, I get this report saying it looked ok and that he had used a carpet rake on it, and he never did anyway. It doesnt stop there. I got the report of someone else's problem instead of mine.

Wrong letter sent to me. Funny thing is, the other person had the same problem. So what does that tell you about Empire, huh? Tells me that they have a lot of people complaining about their product.

So I taked to the customer service person telling them they need to do something and she told me she would get back to me....and guess what....no call back. Gee, am I surprised? No. I am not going to sit on this and Iam going to pursue it.

Plus I called the other person who had the same problem, the one who they had sent the wrong report to, and she said she was going to complain further as well.

Empire, Im not done complaining.

People think twice if you call them

Empire Today's reply to:

Empire Today in Reston, Virginia - Bad customer Service and Product

Ms. Newton, Thank you for bringing your concerns to our attention. It is my understanding that we have discussed and finalized a resolution with you. If you have additional questions, please feel free to email us at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#175249 Review #175249 is a subjective opinion of poster.
Loss
$3800

I purchased floors from Empire Today. I paid almost four grand. First the sales rep lied and said it would be done in one day and the quality of the floor was great. That it would not buckle scratch or warp.

Well first of all, it took four days to do. It was the workers first job, he had no help or supervision. The floor should of been installed better than it was. But I didnt complain about any of that cause I have five kids, who all had to stay in a basement for four days. One child had to have physical therapy at the house so I didnt have time for them to come and redo it all. I just dealt with the way it was.

The floor began to warp buckle and scratch. I tried contacting the company on several occasions and I was told someone would email or call me in one to three days. After several times of no responses, I call tried to call back and both numbers I had were disconnected.

I am furious at the customer service I have recveived. I spent alot of money and felt as if I was lied to about everything. I feel like they are a scam when it come to the warranty because they give you the run around. I still havent heard from them yet. If I dont, I am contacting my lawyer and the Better Business Burea. Do not get anything done by Empire Today. They are a joke!!

Empire Today's reply to:

Empire Today in Reston, Virginia - Poor Quality, poor customer service

Thank you for bringing your concerns to our attention. It is my understanding that we have discussed and finalized a resolution with you. If you have additional questions, please feel free to email us at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#175238 Review #175238 is a subjective opinion of poster.

I purchased floors from Empire Today. I paid almost four grand. First the sales rep lied and said it would be done in one day and the quality of the floor was great. That it would not buckle scratch or warp.

Well first of all, it took four days to do. It was the workers first job, he had no help or supervision. The floor should of been installed better than it was. But I didnt complain about any of that cause I have five kids, who all had to stay in a basement for four days. One child had to have physical therapy at the house so I didnt have time for them to come and redo it all. I just dealt with the way it was.

The floor began to warp buckle and scrath. I tried contacting the company on several occasions and I was told someone would email or call me in one to three days. After several times of no responses, I call tried to call back and both numbers I had were disconnected.

I am furious at the customer service I have recveived. I spent alot of money and felt as if I was lied to about everything. I feel like they are a scam when it come to the warranty because they give you the run around. I still havent heard from them yet. If I dont, I am contacting my lawyer and the Better Business Burea. Do not get anything done by Empire Today. They are a joke!!

Empire Today's reply to:

Empire Today in Reston, Virginia - Empires quality

Jetter, I wanted to follow back on your post regarding our products and the service that you expected. Customer satisfaction is extremely important to us; our goal is to ensure you are satisfied with not only the products but the service levels. We want our customers to be as happy with the overall experience as we are to service them. I would like the opportunity to review your order with you to see if we can reach a mutual resolution. 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
#173461 Review #173461 is a subjective opinion of poster.

When the salesman came here he told us that the sale was over, but was going to give us another deal. Like dummies, we accepted the offer.

I just didnt want to look around anymore. Although the carpet was installed nicely, we now see how bad the quality is. Theres only 2 of us and already after 3 months, you can see traffic pattern to where it is matted down in areas and on steps. I called customer service but was told it was past the 30 days.But I feel if they know they have an unsatified customer, they would bend over backwards to make it right.

Afterall, thats what I do with my own customers. I will never use Empire again, never

Empire Today's reply to:

Empire Today Sucks -- Follow Up to 10/26

As a member of the Customer Service Management Team, I would like the opportunity to review and address your concerns with the product and the service that you received. Empire does hire an outside third party inspection company to assist in reviewing concerns that customers might have with their products or installation. Our products do come with a product and installation warranties. Ultimately, my goal is that we can work on a mutually agreed resolution. Based on the information provided in the post, I’m not able to review your account. If possible and at your convenience, please feel free to give me a call at 888-588-2315 x4195 or you can email me at customersupport@empiretoday.com. Rebekah Clerk, National Customer Service Manager.
Review
#162076 Review #162076 is a subjective opinion of poster.

I was making enough noise about my *** carpet that finally "Helen" from Empire Corporate Office contacted me. I remember reading the name "Helen" in several other complaints about Empire.

They probably have a room full of "Helens" sitting on their 800 number that say they work for Corporate Office. I did what she said I had to and allowed a third-party (at Empire's choosing) to come and inspect my carpet. Three weeks later, after my phone calls to Empire, Helen called me back today and read me the report. The inspector supposedly said that the carpet is wearing normally -- I told her that it is not normal for a 15 month old carpet to have dark trails where you walk -- and the inspector had agreed with me while he was here.

I told her I knew the dude was an employee of Empire Today -- she says he is not. If he isn't, he must be paid by Empire Today to say one thing to me and put another thing in their reports.

Empire sells such *** that he probably makes a very good living inspecting their lousy products. I am really po'd -- Empire has not heard the last from me.

Empire Today's reply to:

Empire Today Is The Worst

As a member of our Customer Service Management Team, I apologize for your dissatisfaction with your purchase. It is our goal to ensure that customers are satisfied with every step of the Empire process. We know that making improvements to your home is an important and big decision. Our sales representatives will work with each customer to understand their needs and ensure they are provided the right products at the right price. As part of our commitment to customer service, Empire offers a wide selection of products and styles to meet the diverse needs of our customers and we purchase quality brands from leading manufacturers in the industry. All of our products come with manufacturer and installation warranties. I would like the opportunity to speak with you about your concerns with your carpet. As a member of Empire and the Customer Service Team I truly want to ensure you are satisfied with your products and installation. Since I don't have contact information to reach you, if you are interested in discussing your concerns, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Review
#160184 Review #160184 is a subjective opinion of poster.

15 months ago I needed carpet in a hurry and called Empire today. Their salesman ran right out and sold me on $1800 worth of *** carpet (for one room and a hallway -- not a cheap price) and installed the next day.

After a month, I noticed the carpet was showing darker areas. I was told by Empire it was normal wear for a new carpet -- a load of ***.

Within the past two weeks, I've had two carpet cleaning companies out (one steam clean and one chem-dry clean) and they tell me there is nothing to be done to make the carpet look better. The carpet isn't dirty -- it is totally worn in all the traffic areas. My 15 month old carpet looks like it is 15 years old.

I've been trying to contact Empire and keep getting told that their "local office" will be in contact with me. They won't call and I'm getting nowhere with e-mails.

Please don't waste your money on Empire Today flooring -- they are very expensive and their product is substandard. I don't know how they can advertise that they have a number 1 rating with the Better Business Bureau.

I bought $1800 worth of ***.

Empire Today's reply to:

Empire Today in Reston, Virginia - BAD SALES TEAM SUPPORT

I’ve read your comments and recent post. As a member of the Sales Management Team, I would like the opportunity to speak with you regarding any concerns you may have regarding working as a sales representative for our company. Our sales representatives work with each customer during the in-home appointment to select the right product to meet their needs and budget. We provide one fully-installed price, which includes many items such as product cost, installation, padding, moving of furniture, removal of old product, etc. Our free estimates do not carry any obligation and customers do have a rescission period under which they can cancel the order. Empire also offers a Low Price Guarantee – if you found a comparable product and installation for a lower price, we’ll beat that offer. In regards to customer service, customer satisfaction is very important to Empire. We review each and every concern that is brought to our attention, and take the feedback from customers very seriously. We have an A+ rating with the Better Business Bureau for overall quality of services provided. Please feel free to contact me at pressrelations@empiretoday.com or via phone at 847-583-5248. Rick Boysen, Director of Sales
Review
#138639 Review #138639 is a subjective opinion of poster.

I HAVE WORKED FOR EMPIRE FOR TWO MONTHS AND LET ME TELL YOU THE WAY THEY TREAT THERE SALES TEAM IS TERRIBLE. THERE IS NO COMPINSATION FOR GAS AND MILES ON YOUR CAR.

THEY WILL CANCEL YOU ORDER IF THEY FEEL YOU DIDN'T SELL IT FOR ENOUGH. THE SALES MANAGER IS A PAST CAR SALESMAN WITH A BIG HEAD AND THE COSTERMER SUPORT FOR OUR CUSTOMERS IS NON-EXHISTANT. THEY MISLEAD THE SALES TEAM IN TELLING THEM THEY WILL MAKE LOTS OF CASH. BUT EVERY TIME WE GET PAID THERE ARE DEDUCTIONS FROM OUR PAY FOR INSTALLATION PROBLEMS.

IF I WAS ANY ONE BUYING PRODUCT FROM THEM LOOK OUT. THEY MISLEAD YOU IN EVERY DIRECTION POSSIBLE AND THEY ARE SO BIG THEY DON'T CARE ABOUT THE HOMEOWNER.

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Empire Today's reply to:

Empire Today in Reston, Virginia - Bad Customer Service

As a member of our customer service management team, I truly apologize for any damages that occurred during your flooring installation and for the lack of response you have received from customer service. I understand your frustration – it is our goal to have home improvements be as convenient as possible. Please email me at customersupport@empiretoday.com or call me at 888-588-2315 x4195 so I can follow back with you and work with you on a resolution. I look forward to hearing from you. Rebekah Clerk, National Customer Service Manager
Review
#138406 Review #138406 is a subjective opinion of poster.

We recentley were suppose to have vinyl flooring installed in the kitchen and two bathrooms. After completley empting out one bathroom and everything in the kitchen except for the stove and fridge, cause the sales guy told us the installers would move it, the installers arrived and told us they would have to come back to do the bathrooms because the wouldn't have time to do it that day.

Anyways in the process of doing my kitchen we were told they have been only doing vinyl installation for two weeks and was quite sure what they were doing, but eventually got the floor down and looked nice. as they were putting the fridge back they put a big tear in the floor, then another one and another one and ended up with seven tears in the floor.

The installer was more pissed that he would lose out on money then anything else and that he would have to come back and do the whole floor over and waist more gas for the trip back, then he blamed us and our fridge saying the wheels on our fridge were not down far enough and that we should think about fixing it. Well anyways I have called four times wanting to speak to a manager and they tell me either they are not in or that they are on a phone call and would get back to me within 24 hours well it has been four days and still NO RESPONSE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!