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Empire Today - Page 2

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1.3 out of 5, based on 60 ratings and
93 reviews & complaints.
Company Profile
Empire Today
333 Northwest Avenue
Northlake, IL 60014
800-588-2300 (ph)
www.empiretoday.com
customersupport@empiretoday.com
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DO NOT USE! The Rep Came to My Home, Measured, Gave Me an Estimate and Disappeared After She Took My Deposit.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

This is the worst company I've ever done business (if you can even call it that). The representative never sent in my order. I have a receipt stating my installation would be on August 15th. When I called to confirm, they said they had no record of the sale or my deposit. I tried calling the representative who said she'd look into it and get back to me that night. She never did.

When I asked customer service to connect me to a manager to straighten this out, they put me on hold for 30 minutes and never came back. I called several more times and was told the same thing every time. Finally, last night, I was told someone from corporate would get back to me today. I'm still waiting. Everything they tell you about how wonderful their company is is a lie. I went to Lowe's and Home Depot and their selection was better and the carpeting cost a lot less money. Whatever you do, DON'T BUY ANYTHING FROM EMPIRE.

Company Response 08/12/2016:

Dear Sheryl,
We have read your review and sincerely regret that your experience has not been a great one. We take matters such as this one very seriously and assure you that we want to help you. Unfortunately, we are unable to verify your account. Please email is at customersupport@empire-today.com with you account information, and mention my3cents in the subject line, so we can follow up with you.
Thank you.
-Empire Customer Support

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Out of Stock?
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BASKING RIDGE, NEW JERSEY -- I had an Empire Today sales representative come in on 7/22 to take measures and give me a quote. He assured me that they can even install the next day which was Saturday. I had prior engagements so I made appointment for Monday.

Monday morning, I get a call at 6:50am telling me that the laminate I ordered was out of stock and they cannot install today. They tell me they will check when it will be available and give me a call back. At 3pm, I had not received a call from the installers or my sales representative so I called customer service. They assured me they will send out urgent message for people to get back to me regarding the situation.

Tuesday morning (today), I still have not received a call from anyone so I called customer service. Same story so far. I have told the customer service that I will cancel order unless I get a call back from my sales representative by noon. It's 11am now, let's see what happens.

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Installers Did Not Show Up.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Empire Installers called me on morning of 7-13-16 to verify timeline for work to be done. When they failed to show up, I called Empire and was told that the installer's story was that I wasn't home and they waited for 30 minutes and left. That is an out and out lie. I have a very small home with an excellent doorbell, I would definitely have heard them from any room in my house, if they had been at my door.

Failing that, they should have had the common sense to use their cell phone to call me. In fact, they did not show up so they lied as a cover up. I have cancelled the sale, and fully expect a refund to my credit card in a timely manner. I don't believe Empire is not a trustworthy company, and I will not use it or recommend it to anyone ever again.

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Never Showed Up for Appointment and Never Called
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AURORA, ILLINOIS -- Called Empire for an appointment to get an estimate for 3 large bedrooms. Empire set up an appointment for between 12 noon to 2 pm. As a busy person who has a job taking two hours out of my day is already stressful. The person doing the estimate never showed up, never called. After 2 pm I called Empire and was told he is delayed and will be there in 30 minutes. So I waited the extra time. He has not showed up and never called. I called again and was told he will be another 45 minutes.

If a company makes an appointment for a specific time because they want your business, they better show up. There is way too much competition to allow this to happen to a client that has purchased carpet from Empire in the past and who was going to purchase carpet now. They can forget about getting my business. There are companies that will be on time because they value my business.

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Called Last Minute and Cancelled Install Due to Item Not Being Available
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PAUMA VALLEY, CALIFORNIA -- My wife and I ordered carpet, to be installed today, June 6, a Monday. To prepare for installation, we both took the day off and emptied pretty much our entire home. Expecting the installers to arrive, or at last call, we heard nothing. So being the proactive guy I am, I called the company and was told someone would call me back shortly. Soon after, they did, and also informed me that the carpet did not come in to their warehouse and would not be installed today. I asked if there was anything at all that could be done, and told them that my home was pretty much sitting in my driveway in preparation for the installation. I was told no, and then nothing. We lost connection.

I did not receive a callback and had to call the 1-800-588-2300 number to ask what to do. They also could not get in touch with my local office. I was giving a ticket number and told that someone would call me back within 24 hours. I also attempted to call the sales representative who came to our home, left a message and have not heard back. I couldn't be more unsatisfied with this level of customer services across the board. We are losing money due to taking time off and are now sitting in a virtually empty home, not having ANY idea whatsoever what to do. Thanks Empire.

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Horrible Experience! Do Not Use!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PITTSBURGH, PENNSYLVANIA -- I wish I could give them less than one star. Horrible service! DO NOT GO WITH EMPIRE! We scheduled an estimate and the person NEVER showed up! We were canceled on THREE times and not notified until the day before or the day of!

They also rescheduled the install and never notified us. We were sitting around waiting for them to show up and had to call the company to find out it had been rescheduled! Carpet installers came without notice. We were painting a room and had to stop the project for them to do the install. This company wanted to give us very limited discounts and we ended up canceling the order. We are very simple people to work with and understand things happen, but this was absolutely ridiculous!

At the time, we lived over an hour away from the property and it was beyond inconvenient to have people not show up after we rearranged our schedules to be there! I will NEVER go with Empire again! I am telling all of my friends and family to NEVER use this company!

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Installation Sloppy and Not as Promised
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

UNION, NEW JERSEY -- At time of sale we were given the option of moldings. The molding we requested was not given at time of installation and we settled for quarter-inch molding which we didn't want in the first place. The installers had quarter-inch molding on the paperwork and had nothing else in their truck and their paperwork said quarter-inch molding but the paperwork that we signed did not. The quarter-inch molding was of a cheap material and the cutting of it sloppy.

My husband is taking it up and in doing so has discovered just how sloppy the laying of the flooring is with uneven gaps along the borders making us have to cover these gaps up with molding that we do not care for. The installers seemed nice but one spoke no English at all and the other very little making it hard to communicate with. They had no warranty or care information with them as well. The product itself (laminate) is beautiful however the sloppy job overshadows it.

Company Response 04/11/2016:

We appreciate you letting us be aware of your experience. We are unable to locate your account. Please contact us at customersupport@empiretoday.com, so we can address your concerns. Thank you.
-Empire Customer Support

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Still Waiting on Empire Today to Finish Our Floor. Half Done on Feb. the 3rd... It Is Now March 22!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Horrible service. EMPIRE TODAY is HORRIBLE. First of all, the people that are suppose to help you are rude and uncaring. Half of the hardwood floors was installed on the 4th of Feb... Two rooms are being worked on, and we moved all the furniture to other rooms. One big mess. It is now the 3rd of March and they have yet to finish the job. Both rooms are halfway done and we have received 5 emails giving us different dates of when they would return and finish. The second appointment they did not bother to call and let us know they would not be there, and that was a missed day of work for my husband.

We are still waiting on our floors to be finished. This not acceptable! I will be calling the Better Business and I am thinking of cancelling this contract and finding someone else! I'm sure there will be more lies coming my way from these people.

Company response 03/03/2016: "Hi James, we know it's frustrating that your installation was not completed as initially scheduled, but we can assure you that we are taking your concerns very seriously. We understand that we've been in contact with you about the situation, and we will continue to follow up with you until everything has been completed to your satisfaction. You can also reach us at customersupport@empiretoday.com. Thank you. Bill **, National Customer Service Manager". Attention Bill **: It is now March 22,2016 and we are still waiting for you to finish putting our floors down... What will it take for our floors to be finished?

Company Response 03/24/2016:

Hi James, we regret the delay in completing your installation. We understand that we've spoken with you and scheduled the installation for next week. We want to make this right for you, and please don't hesitate to contact us with any additional questions or concerns. Thank you.

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Still No Baseboards
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SACRAMENTO, CALIFORNIA -- We ordered carpet and baseboards for three rooms in our house. The carpet was installed 2 weeks later at which time we were informed that the baseboards had not been ordered yet, therefore would be installed at a later date. The woman I spoke with told me she would order them that day and that they should be in and installed in 10 days to two weeks. I waited the two weeks before calling to find out when they would be over to install the baseboards and a very rude person hung up on me.

Since then I have been calling several times a week and every time I call I am told someone they can see on their computer that I have called several times and they will try to get someone to resolve the issue. So far no one has called me back even once. Each time I call, the customer service representative apologizes and promises they will leave a message with management and I should get a call back within 24 hours. Still no callback. I am ready to sue.

Company Response 03/24/2016:

Hi Barbara, the lack of follow up you've received is disappointing, and we can assure you that we are taking your concerns seriously. We will be contacting you shortly to discuss completing your installation, as well as any other questions or concerns you may have. You can also reach us at customersupport@empiretoday.com. Thank you. Bill Allivato, National Customer Service Manager

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Horrible Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MEMPHIS, TENNESSEE -- First of all, the people that are suppose to help you are rude and uncaring. Half of the hardwood floors was installed on the 4th of Feb... Two rooms are being worked on, and we moved all the furniture to other rooms. One big mess.

It is now the 3rd of March and they have yet to finish the job. Both rooms are halfway done and we have received 5 emails giving us different dates of when they would return and finish. The second appointment they did not bother to call and let us know they would not be there, and that was a missed day of work for my husband.

We are still waiting on our floors to be finished. This not acceptable! I will be calling the Better Business and I am thinking of cancelling this contract and finding someone else! I'm sure there will be more lies coming my way from these people.

Company Response 03/03/2016:

Hi James, we know it's frustrating that your installation was not completed as initially scheduled, but we can assure you that we are taking your concerns very seriously. We understand that we've been in contact with you about the situation, and we will continue to follow up with you until everything has been completed to your satisfaction. You can also reach us at customersupport@empiretoday.com. Thank you. Bill Allivato, National Customer Service Manager

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