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.
TAMPA, FLORIDA -- Our salesperson was Larry **. He was knowledgeable. Took time to show us many samples so we could get what we wanted for a fair price. He is a great person, his sales tactics are good and not pushy. We want to commend him for our sale and we can't wait for our flooring. 👍 for Mr. **. He is a great employee.
LOS ANGELES, CALIFORNIA -- If I could give them a zero I would! We got carpet installed less than 2 years ago and about 2 1/2 months ago the carpets were cleaned in all 3 rooms. A day later the smell that came from one of the rooms was so bad I had to tear it off and remove it because it was right next to my kids rooms that are 2 and 4 years old.
When I called empire to report this they told me that all I can do is create a case and they would get back to me. About 4 days later they told me that they wanted to send someone out there to take a look at the carpet, which I had no problem with but he could only do it in 3 days. Now we are talking about a week later, which I had to keep my kids away from the carpet because I tore it out and they wanted to mess with the threads.
Once the guy came out he took pictures and asked if he could take the carpet I ripped out with him and I said yes. About another week and a half later a woman named Janet ** called me and said that the carpet didn't dry correctly. So I told her that it sounds like a product defect because all three rooms were dried the same way.
She told me that they can replace the section I tore out with new carpet, which was not even up for discussion because a 2-year old carpet even with cleaning looks completely different from a brand new carpet. So she then proceeded to say that they will pay for material and I have to pay a $400 dollars for labor. I told them that it was unfair that I had to pay again for a defect that their product caused and they should absorb the whole cost. She told me that she would need her supervisor to agree to this and that she would call me back.
One month later with 3 phone calls and 2 voicemails unanswered I was finally able to talk to a supervisor named Linda ** that decided to tell me that they would lower the price to $200. I told her that it was ridiculous how they have treated me and that they should be ashamed of themselves. I had to get the carpet replaced because I had a hose hole in my floor for the past month and a half and I couldn't live like that anymore so I agreed to pay the cost.
A day before the appointment they decided to call me and tell me that they over booked and can't make it. They did tell me that they would now install it for free, which was the first decent thing that they have done for me. We rescheduled and the second time they came they told me that they were going to install gold or silver floor transitions, which I told them that there was no way they were going to do that because they originally installed wood transitional and it was even noted on my original order form. So yes once again I had to reschedule.
The third time they came out I told them to come early but the gave me a window of 9-11 which they ended up coming at 11:30. This time they told me they couldn't replace the carpet because I needed my husband to remove the closet folding door. I told them the original time they were here that they removed it and put it back together. The guy said he doesn't do that and I should call my husband. I told him that there wasn't going to be anyone here till 6. By this time I was so upset, I have missed 2 days of work for them and moved furniture twice by myself all for this crap.
I called Linda again and left a message. The guys told me that they were going to go and I told them to wait till I got a hold of someone so I knew what was the next step, but before I could get someone on the phone that I was on hold for 25 minutes they left my house. So now I still have a hole in my floor, I still need to miss another day of work and I have to put everything back and take it out again. Still no one called me back!!!!! PLEASE! PLEASE!! PLEASE LEARN FROM MY MISTAKE AND STAY AWAY FROM THIS COMPANY!!!!!
Hi Hila, thank you for bringing your experience to our attention. We never want our customers to be disappointed in our service, and we understand your frustration. We can assure you that we are taking your concerns seriously, and we will be following up with you to ensure that everything gets completed to your satisfaction. You can also reach us at email@example.com. Thank you.