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Empire Today - Page 4

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1.2 out of 5, based on 129 ratings and
163 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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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MICHIGAN -- I placed a call on a Tuesday to set up an appointment to fix the blinds in my house that were purchased from and installed by Empire. I was assured of a callback within 3 days. Saturday AM, I missed the call back from LaTonya at their Detroit, MI. office. I immediately called the number back. She doesn't answer. I called her an hour later, no answer. I called a half hour later and left a message to call me back to set up appointment.

Monday: still no call, so I called Empire's 1.800 #, they tried to call LaTonya. No answer. They left her a message on my behalf. Tuesday: still no call. Called 1.800 #, they were finally able to get LaTonya. She sets up an appointment for Friday of the same week. Tells me someone will call with a time window. Friday: no phone call. Call 1.800 # at 8:30am. They assure me someone will call with my time window by 10:30. 11am: no call. Call 1.800 told we left them a message, they should call. I asked to speak to mgr. Transferred to Josh. Told he couldn't give me his last name, employee id and that he didn't have a boss I could talk to. There was nothing they could do.

It is now 2:30. Still no call and of course no show for appointment. I have NEVER encountered such incompetence and poor customer service in my life. Even cable companies, who are notorious for crummy service, call the day before with a 6 hr window time frame. I will NEVER purchase anything from Empire ever again. This includes carpet, tile, and vinyl in my current home and blinds, wood floor and tile in my new home. I will make sure I post this anywhere and everywhere I can so everyone is aware there is no customer service with Empire. They simply want your money. Horrible way to treat the public and waste their time.

Company Response 08/28/2017:

Dear Customer,
We regret to hear this, and would like to further discuss your experience. Please email your concerns and account information to customersupport@empire-today.com, and mention my3cents in the subject line so we may further assist you.
Thank you.

Replies
Poor Customer Service Poor Installation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CUMMING, GEORGIA -- We have had Empire carpeting out to our house to quote carpeting our first floor and second floor carpeting needs as well as hardwood floors in our entry way and kitchen. We gave Empire the business in two segments due to my wife's inability to help me get the house ready for the installers. She has had three major surgeries in the last year and a half which limits what she can do. We started by having the first floor, stairs, and upstairs hall done. On the first installation we voiced our concern that where they had seamed the carpet was very noticeable to us. We were told that the seams would disappear over time.

We had Empire out again in April to install carpeting in the four bedrooms upstairs, as well as hardwood floors in our entryway. We had told our salesman that we were unhappy with the seams from the first installation. We were told that they could be fixed, so we placed our business with him for the upstairs. The carpet we purchased is the same throughout both floors. After the upstairs installation, there were noticeable seams in every room upstairs as well. The installers just as before said the seams will disappear within two months. They have not.

When I called customer service to get help with this issue, I was told I was out of warranty but they might be able to look at the carpeting that was just installed in April. I still have my Terrace level to carpet, and the hardwood in the kitchen. I am glad I found out about their lack of customer service and poor follow up before buying for the balance of my projects. This was by far my worst experience in home improvement ever. I hope that all who read this come away with a better feel that the deal is not a deal.

Company Response 06/08/2017:

Chris,
We are disappointed to hear about your installation experience. Please email your concerns and account information to customersupport@empire-today.com, and mention Yelp/My3cents in the subject line for further assistance.
Thank you.

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Cancellation Of Installation Scheduled June 19, 2017 On Notice Of Right To Cancel, But Start Date May 19 And May 20, 2017.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FREMONT, CALIFORNIA -- After viewing a TV advertisement - 50/50/50 for flooring installation with Empire I called to schedule an appointment. The appointment had a 2 hour window of 3:00 p.m. - 5:00 p.m. The representative arrived at 2:50 p.m.. His greeting was short without offering identification and no visual identification. He was casually dressed and drove an unidentified car (personal vehicle). His introduction was with a first name only. So inquired about his identification as he began rushing through to laying out examples of laments and carpets. He allowed me to photo his driver's license and supposedly CSLB Iicense ID.

He went throughout the house measuring, writing down measurements, and calculating numbers. The price seemed reasonable considering my kitchen floor would be replaced with laminate, 2 staircases, hallway and 2 bedrooms carpeted. However, this scenario fell apart when thoroughly reading the contract. I had to ask for the Right to Cancel contract and what to expect the day of service and how long the job would take. A red flag came to mind. So, following my second reading I discovered the date on the Cancellation agreement (6/19/2017) was a future date from the start date (5/19/2017) of service, nullifying the right to cancel.

So I called to inquire about this mistake, but first asked for license number of contractor. Empire operators on 3 different calls gave me excuses about not knowing who would be contracted for the job. I stated wanting to cancel service agreement for installation. I was transferred to the cancellation department and received a confirmation number. On the contract it stated only a written cancellation would cancel the agreement. However, the operator in the cancellation department stated it wasn't necessary. So I canceled my credit card used and am waiting 10 days to receive credit back on the card.

Company Response 05/15/2017:

Dear Customer,
We sincerely apologize for your experience and assure you that your concerns are important to us. We would like to follow up with you to further discuss your concerns, but unfortunately are unable to locate your account information. Please email your concerns and account information to customersupport@empire-today.com, and mention my3cents in the subject line.
Thank you.

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Worst Company Ever!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BOSTON, MASSACHUSETTS -- What a HORRIFIC Company. Run away!!! I ordered new carpet and the salesperson was super nice, not pushy and I decided to purchase the carpet. Got a great price. After that, all went downhill. They were supposed to install the carpet at 8:30 a.m. Didn't show up. I called and spoke to a manager who said they'd be at my home between 9-11. Didn't show up. Then I got an automated message from them saying they'd be there "sometime in the afternoon." What? No time frame? Then I called and spoke to another manager. He was rude, nasty, and couldn't care less that I was waiting all day for carpet installation. Told me "too bad lady." Unreal.

Finally showed up at 1:30 and the installers had no idea about my job. They took 6 hours to complete the job and were at my house until 7:30 p.m. RIDICULOUS! I also ordered a runner. They didn't have it (big surprise). Two days later I get a call from a Manager saying my runner would be delivered the next day. That morning I got an automated call saying the runner would be delivered later in the day. 5:00... no runner. 6:00... no runner. I called customer service. They said they couldn't reach the installer. 7:00... no runner.

Called again. They told me the installer was busy until 10:00 p.m. and that I could get my runner after that or wait two weeks. I did not want to wait the two weeks since at this point I IN NO WAY trust these people. 10:30 p.m. runner is delivered to my house and it's not bound correctly! I took it anyway just so I could be done with these people.

I posted a review on Yelp two days later and apparently, they have people watching Yelp. I received a message saying they never want their customers to be upset and they'd like to talk to me and asked me to reply to their email. I replied to their email. It's two days later, nobody has contacted me! Thus confirming this company doesn't give a damn about their customers! I'd RUN AWAY and NEVER use them again.

Company Response 04/24/2017:

Dear Lisa,
We appreciate you bringing your concerns to our attention, and sincerely regret to hear that you were inconvenienced by this matter. We will continue to follow up until a solution is reached.
Thank you.

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Baseboard Installation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ALEXANDRIA, VIRGINIA -- I wish I could give Empire a zero rating. The experience began well enough with a knowledgeable sales representative but immediately went downhill with the installation of expensive (5-figure price range) hardwood flooring, part of a large scale home renovation. The flooring is beautiful but the installers did not bring the requested baseboards and I was told I did not order them - this is not true. I wanted the baseboards to match other, newer ones in my home and the installers simply covered up old, discolored baseboards with shoe moulding.

The installers did not cover any surface in my home with plastic so there was dirt, sand and dust everywhere - not only on my floors and walls, but also all over my furniture. When I asked that my coats be covered with plastic, the installer took an old, paint stained piece discarded by my construction crew and threw it over 3 of 12 coats in my closet. Wood shavings were all over my balcony, many behind and on top of the equipment being used by my construction crew. When I called to complain about the baseboards and the filth and debris left behind, I was offered a reduced price to install new baseboards, and given a date and time frame for the work.

I told the representative it would have to be a morning appointment; my work was scheduled for the afternoon causing yet ANOTHER setback. If I had not PAID IN FULL upfront BEFORE the work was completed (as mandated by Empire), I would have held out enough $$ to hire someone else to install baseboards in a very small room. I am disgusted and dismayed by the entire Empire experience, and I will never recommend them nor use them for any other needs. Totally distressing experience.

Company Response 02/24/2017:

Dear Mary,
We appreciate you bringing your concerns to our attention, and sincerely regret to hear that your installation experience did not meet your expectations. We will be in contact with you shortly to learn more and start working towards a solution.
Thank you for your patience.
-ET Customer Support

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Poor Quality Carpet
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

VISTA, CALIFORNIA -- Their salesmen are slick, promise high quality, etc. etc. etc., for discount prices. We agreed to a contract with Empire Carpet in Vista, CA to install wood veneer flooring and carpeting in several rooms. All in all, the installers were on time and generally professional. They did the wood flooring first. It was a challenging job with adjacent stone tile steps/flooring (sunken living room) which doesn't exactly lend itself to the wood veneer trim straight lines. There were some floor cables in one room that required some extra work to hide and they did this. That's the good.

The bad: Nearly all the veneer to stone transition pieces, mostly quarter round, were conspicuously uneven against the stone tiles. There was a brick fireplace in the living room, surrounded by flat transition pieces, with conspicuous gaps between the brick and veneer transitions. This was done with a premium on speed rather than quality.

Fortunately, we had them leave enough surplus planks and trim so that I could go back and redo most all the transitions properly. I used an angle grinder with a sandpaper disk to "level" the stone at the transition joints. I had to COMPLETELY redo the fireplace transition as it was inadequate. There is one area in the living room with 3 adjacent, identical veneer planks - a no no when installing veneer.

Now to the carpet. They installed carpeting in 3 rooms, promising it to be stain free, durable, easy clean, pet proof, et al. It has been none of that. In the 5 months since installation, the carpet in the most used room (library area) has serious stains (which don't clean up), obvious carpet tracks, and an area where the carpet underlay has apparently failed causing a flattening of the carpet in this area.

My wife has been on the phone with Empire Carpet over a dozen times regarding the carpet deficiencies. They have sent two representatives to "inspect/take pictures" and now have apparently contacted the carpeting manufacturer to arrange for a "3rd party inspection". Her interaction with Empire representatives varies from "everyone is gone for the day, we'll have someone call you (not)" to reasonable customer service reps. We're now awaiting the 3rd party rep.

Company Response 09/21/2016:

Dear Customer,
We regret to hear about your experience. We assure you that concerns are important to us, and we want to help. Unfortunately, we are unable to locate your account with the information provided. Please email your concerns along with your contact and account information to customersupport@empire-today.com so that we can further assist, and mention my3cents in the subject line.
Thank you.

Replies
DO NOT HIRE Empire Today--Save Your Money and Time. Worse Experience Ever.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MEMPHIS, TENNESSEE -- I was comparing prices for my project and the only reason I hired Empire Today is because the sales representative assured me that if anything goes wrong Empire will make sure that they FIX it. Even if it is a wood color that I didn't like. I had my floor installed a couple of months back. I was told that they only work weekdays and the project will take 6-7 hours.

The installers didn't show up until 10:30 am. They didn't finish the work and started packing up without even telling me that they are leaving at 4 pm. When I asked they said they will come back tomorrow, like I DO NOT HAVE A JOB??? They were supposed to show up at 8 am the next day and I got a call at 6:45 am that "HE" is standing outside my door. I told him that his appointment was at 8 am and he didn't respond. Two other installers showed up later and they were just rushing to "FINISH" the job. When I did the inspection I told them that the installation is not right and the quarter rounds have nails visible. They said "this is the best they can do".

I called the sales representative and he assured me that it will be taken care of. Another day, another appointment and the installer comes in to inspect the floor and realized it is not glued properly, it creaks when you walk on it. He said he will need to order more wood and needs to schedule another day for installation. He scheduled a Sunday on a long weekend since he can not work on Saturdays. We didn't make any plans for the weekend since we had this appointment and sent a text to my sales guy to confirm the appointment on Friday evening. I was told that my appointment is on Saturday - SURPRISE!!!

I got a call from Empire today on Saturday morning at 8 am that the installer had a family emergency and they will need to reschedule. I told her that my original appointment was on Sunday and she said that she will call the installer and call me right back to confirm. Have not heard back from her yet -- been a week already.

I wish I would have read reviews online before trusting them. This 6-7 hours job has tuned into few months and I am still waiting for a resolution. Take my advice do not hire them. Just go to Lowe's or Home Depot. At least they stand behind their work. I have hired them for other projects in past and never had an issue.

Update 06/18/2016:

UPDATE - June 17, 2016

I had someone contact me from customer service after I wrote my review. They scheduled an appointment to fix the installation issue on June 17, 2016 (two weeks from the day we got a call from customer service). I asked them for a Sunday appointment and they insisted that I make an appointment on Saturday so they can track if someone doesn't show up. I agreed to the appointment and was hoping to have this resolved. I got a text from my sales person on June 15, 2016 begging me to change my appointment to Sunday so the installer who was scheduled last time can come to fix the issue. I told him that Empire customer service specifically told me not to schedule Sunday so they can track the progress. He kept on insisting to move my appointment to Sunday and I stopped responding. On June 16th around 11 am I got a call from the local empire office just telling me that my appointment for June 17th has been cancelled and an installer will be at our house on Sunday. I called the local office back and told them that they can't keep on cancelling my appointments like this and the guy who was talking to me said "this is the only day the installer who is qualified to fix your floor can work". I told him that they have done this to me on numerous occasions and I am tired of wasting my time like this. Besides I made plans for Sunday since my appointment was on Saturday, and your customer service specifically told me not to schedule Sunday. He said that customer service and the people talking to me have no idea what is going on and I should listen to him.

At this point I am sick and tired of dealing with Empire and I just want a refund. The wood was never installed right to begin with and now I have to hire someone to take it out and reinstall.

Replies
Bad Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ROWLETT, TEXAS -- I cannot recommend Empire Today Flooring to anyone. We had a number of problems with this company. The salesperson told us all we had to do was to pack up everything on our shelves etc. and the installers would move those along with the furniture. When the installers came they said "oh, we don't do that."

I gave them my husband's phone number since he would be home not me but they called me over and over despite repeatedly telling them to call him. One customer service person actually said "oh, we have that number, I guess no one is reading." Customer service people who don't read, nice.

We had both flooring and carpet installed. The flooring people were supposed to come at 10am but did not show up until 2pm and did not call. They were there till after 11pm. I worked all day and then came home to ½ finished flooring and nowhere to put everything from other rooms that were to be carpeted. The next day, we ended up having to put everything on the porches and rain was coming. We had to buy tarps to cover everything.

The flooring people brought white quarter round trim to put on brown flooring against wood walls. The salesman said nothing about choosing quarter round. The next day the carpet installers come and don't have enough carpet to do the job.

I call customer service and after a big hassle get a supervisor who tells me they have had problems with that particular salesman in the past. Nice. I tell her my complaints and she says "ok we'll get that carpet in on Monday." I say "NO my stuff is on the porch and it's going to rain." She says "ok we can do it SAT, the next day." "No I'm sorry. What can we do to make this right." I end up having to ask for a discount.

She agrees to 10% which of course did not show up on my first bill. Just 10% of the carpeting not the whole job. I am still trying to get the rest of that discount. They won't give me a number to connect with the supervisor directly. When the carpets came there were only of them and a supervisor who was there intermittently. It took forever. They ended up coming back on Sunday to finish up. It took 3 days for what was supposed to be a one day job. The floors and carpet looks nice and the installers did a good job and worked hard but there were not enough of them.

Replies
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Horrible, I Would Never Recommend It Anyone
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CAMERON, NORTH CAROLINA -- Empire Today is trying to have me pay for their mistakes. I had no idea my carpet was installed wrong until I paid for Empire to send out some guys to fix a few things. Now I find out that bad install has void the warranty on the carpet and padding. They keep telling me it's my fault because I did not call within the year. I did not like how these guys had installed the carpet. When I told them that and they told me that's how it has to be. I am not the kind of person who will tell a tradesman he doesn't know what he's doing. I believed Empire had hired competent workers. This company has continually blamed me for the issues with my carpet and padding.

They continue to try to make me pay for their bad install. I have been talked in circles, by the customer service team who assures me that I just need to pay for it and start over. Also I was told that the warranty was prorated that's how they came up with the 1,000$ price. My carpet is four years old. We paid 2,100$ for three rooms four years ago and that's prorated? There is a twenty-year warranty on these products. I am not to blame for the install or the defective padding. They are using my circumstances against me. I didn't call Empire until recently because my husband, a US soldier, was sick and needed my full attention, and in that time I have had to put him to rest.

Yes life got in the way and Empire is heartless enough to try and pin their employee's fault on me. I am being taken advantage of. I am a retired veteran's widow living on a small military pension. I do not have my husband to support me with the stress or the responsibility this company has put upon me. I feel they are taking advantage of me and my situation.

Company Response 11/19/2015:

Thank you for bringing your concerns to our attention. We understand that we've been in contact with you and agreed upon a resolution. Please don't hesitate to contact us with any additional questions or concerns. Thank you. Bill Allivato, National Customer Service Manager

Replies
The Sales Pitch
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA, GEORGIA -- Saw the catchy TV ad. Called to schedule free appointment. Appointment was set, then they inquired if all the decision makers could be at the appointment because they will be unable to leave any samples. Told them my wife would be there. At the appointment, they quoted three choices (that must have been all they had).

They measured the rooms and stairways and quoted enough sq ft to allow for over 20% scrap. I know because I measured precisely. They included 400 square feet for two carpeted stairways. By my measurement, the finished product on the stairs would have been 165 sq ft of carpeted surface. That comes out to 235 sq ft wasted, over 100% scrap on the stairs. That's the best their installers can do??

The sales representative left without a signed agreement. I called the Cust Svc number. I requested a copy of the contract that they prepared at the estimate. I requested the manufacturer name for the selected carpet style. I requested What is the carpet made of? I requested the Face Weight. I requested a copy of the manufacturer warranty and installation warranty. Guess what! That information cannot be presented in writing prior to completion of the installation and the Sales Rep should have discussed all of that at the estimate. I cannot see the contract unless I sign it first and wait for installation before I can have a copy.

Customer Svc can only provide the name of the Manufacturer (Mohawk). Any further information would have to come from the Sales Rep who does not return my calls. Well, this was the first company we approached for an estimate. We have seen enough to smell a rat. All I can say is do they really think they can sell me a "pig in a poke"? Ok the pig phrase is not a joke. Just go ask your oldest acquaintance what it means.

Company Response :

Thank you for bringing your concerns to our attention. We never want our customers to be disappointed in our service, and we'd be happy to answer your questions about our products and warranties. Unfortunately, we cannot locate your account with the information in your post. Please call us at 888-588-2315 x4195 or email your contact information to customersupport@empiretoday.com, and we will follow up with you to learn more about the situation. Thank you. Jeanette Ramey, National Customer Service Manager

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