PHILADELPHIA, PENNSYLVANIA -- We called Empire Today to have hardwood floors installed in the kitchen and hallway. First the saleslady tried to sell us the floor for $11,000.00. I told her that was too much money. She lowered the price to $5,200.00. I asked the saleslady several times if the hardwood needed to sit in my house and acclimate to the temperature and humidity in my house. She repeatedly said no. After the floor was installed, I found out that I was right that the floor needed to sit in my house for a few days.
The installers came and installed the floor but left damage everywhere in my house and on the new hardwood. Nail holes, dents and scratches throughout the hardwood floor. They ruined my banister and tried to hide the damage by gluing the wood back on. They tried nailing 3/4 trim on while they were specifically told we wanted 1/2 trim. They ripped and chipped the wood under my kitchen cabinets. The hardwood has huge gaps between each plank!
We called Empire Today's office several times for the past several weeks. We want Empire to take out the floor and return our money. They won't do it so we are forced to hire an attorney.
Your satisfaction is important to us and we regret to hear about your experience. We assure you that we take matters such as this one very seriously and we'll be in contact with you soon to discuss your concerns in more detail.
NORTH BRANCH, MINNESOTA -- I could not be more dissatisfied with the carpet I purchased and the lack of customer service. I had four bedrooms a hallway, and a living room carpeted after 17 years from building our home. The carpet looked good on the little square sample and I was told how pet-friendly it was so I made over a 5,000 purchase.
Within six months I could see little snags in the carpet some of which I had to cut. Well, one day I was vacuuming and zoom, the vacuum caught a snag and now I have over a two foot run in the hallway carpet. I finally got someone out to inspect it and was told I would hear something in a week.
After two weeks went by I finally got a call from the inspector saying the carpet was fine and that it appeared to be something on-site causing the snags. The guess was the dog's nails. Funny I never had a snag in my 17 year old carpet and have always had dogs. I was told that the general manager would contact me and we could work out a discounted price to have it replaced. Yep, surprised, I had to repeatedly call before I was finally given the general manager's name and direct number.
Over the past two weeks I have left two messages for him and have yet to get a return phone call. I will never recommend this company to anyone and more than likely will have to go to the BBB to get any action. By the way, once the carpet was installed I have never seen anything look so incredibly cheap!!
Your satisfaction is important to us and we regret to hear that your product is not meeting your expectations. We will be in contact with you to start working towards a solution.
BAHAMA, NORTH CAROLINA -- We did not have any problems with installation of carpet and so far, after 8 months, everything seems to be fine. My complaint is that a big deal was made about their referral reward system, but when I did follow through and refer a friend to our salesperson and she bought and installed carpet because of that referral. Empire Today refused to honor their $100 gift card reward for referral promise. I spoke with customer service three times who insisted that I had to fill out some online form before her actual installation, but after her purchase. I don't know how I was supposed to know this since no one from the company contacted me to tell me this.
I spoke directly to the sales person, who agreed that I was owed the referral reward and that customer service was incorrect -- the online form was supposed to be filled out AFTER installation. However, I was still not instructed on how to do this. I called again and customer service promised someone would be in touch, but no one ever called me again. It's only a $100, but I just felt like the whole thing was very sleazy and left me with a very bad impression of the company since they would go so far to resist following through with their referral promise -- especially since it is only a $100 and my referral led to a $6000+ job for them.
We regret to hear that you have yet to receive your referral gift. We appreciate you making us aware of your concerns, and we'll be in contact with you once we investigate further into this matter.
Thank you for your patience.
HARRISBURG, PENNSYLVANIA -- We opted to go with Empire Today because we thought the product was good, the price was ok but mostly because they agreed to do a quick carpet install in advance of a major event at our home. The salesperson was sleazy which should have been a sign. He mismeasured the floor which meant the installers didn't bring enough carpet when they came the following Saturday.
After more than an hour on the phone with customer service, a customer service supervisor and the installation manager we were assured that they would return Monday morning. They provided us with a confirmation number. When they did not arrive Monday by 9:00 a.m. we called customer service to confirm. They told us the name of our installer and that he was at the warehouse loading the carpet and that he would arrive by 10:30 a.m. No one came.
We called at 10:45 to Get a status. We were then told that there would be no delivery today as they had not entered the new installation date into the system. We cancelled the order. We were blatantly misled and flat out lied to. This is not a trustworthy organization and their pricing doesn't justify dealing with unprofessional behavior. Find a local vendor.
SANTA FE SPRINGS, CALIFORNIA -- BEWARE!!! Faulty installation and terrible customer service to repair – Purchased from the Santa Fe Springs, CA location - After my new Berber style carpet starting coming apart, I called customer service for repair. They scheduled my appointment for a Saturday between 9-12 and then I was called at 8:30 am on that Saturday that they had to cancel but rescheduled for the following Saturday. The following Saturday, I received a call at 8:15 a.m. that again they had to cancel but for sure they would do it on the next Saturday between 9-11 and give me a call one hour before arriving.
I called at 9:30 am on that 3rd Saturday to find out the status and they said I was still on the schedule and should receive a call one hour before. At 11:20, I called again and I was told that they will be there 12-2 which is far off of the 9-11 window I was given. I told the representative that I needed an answer right away about where they were so I could plan my day. She could not give me an answer. I have lost total faith that they will ever come out. They advertise good customer service but believe me, it is FAR FROM GOOD!
We are sorry to hear that your experience was not a positive. We want to help and will be in contact with you soon to discuss your concerns in more detail.
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.
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 firstname.lastname@example.org with you account information, and mention my3cents in the subject line, so we can follow up with you.
-Empire Customer Support
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.
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.
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.
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.